CRM or Customer Relationship Management refers to a strategy for systematically shaping an organization's relationships and interactions with existing and potential customers. A CRM system helps companies stay connected with their customers, optimize processes and increase profitability. The combination CRm Data with AI = Salesfroce Agentforce the Power from AI grounded on Data based on your Business processes
When we talk about CRM, we usually mean a CRM system, a tool that is used for contact management, sales management, improving productivity and much more. The purpose of a CRM system is simple: it's about improving business relationships. CRM solutions help companies manage their customer relationships in every single interaction with every department, whether marketing, sales, e-commerce or customer service.
Shopping behavior in digital channels resulted in 33% more sales in three years. Uncomplicated purchasing processes and strategic promotions led to a higher average order value, the acquisition of new customers and a more diversified purchasing pattern. Over a three-year period, average revenue per buyer increased by up to 25%, reaching a value of more than $3.6 million for the model company.
Process automation increased employee productivity by up to 2 hours per day per employee. When manual tasks are eliminated, sales and customer service employees (collectively referred to as “employees”) have more time to focus on the activities that matter most. Over a three-year period and a cumulative total of 51,380 additional productive hours, the model company achieved more than $1.5 million in labor cost savings through increased productivity.
Consolidations of technology stacks led to savings in legacy solutions and reporting. By retiring legacy systems and cleaning up the technology stack, the company was able to redeploy up to 3.5 full-time IT staff and eliminate 702 hours of manual reporting effort. Over three years, the consolidation saved the company nearly $802,000.
YES.
Salesforce Agentforce is essentially the "evolution" of AI for your business. While previous AI tools (like basic chatbots or Copilots) mainly assisted humans by suggesting text or summarizing data, Agentforce is a platform for building autonomous AI agents that can actually do the work for you.
Here is a breakdown of what it is and how it specifically benefits your company.
Think of Agentforce as a team of digital employees that live inside your Salesforce CRM. Unlike a chatbot that follows a rigid script, these agents use the Atlas Reasoning Engine to:
Understand Context: They look at your live customer data, emails, and history.
Reason: They decide which steps are needed to solve a problem (e.g., "I need to check the inventory before I can process this refund").
Take Action: They actually execute tasks across your Salesforce clouds (Sales, Service, Marketing) and even third-party apps.
Added values for your Company:
| Department | What the Agent Does | Business Impact |
| Customer Service | Resolves issues, tracks shipments, and processes returns autonomously. | Higher CSAT scores and lower cost-per-case. |
| Sales | Responds to inbound leads instantly and qualifies them based on your criteria. | Increased pipeline and faster deal cycles. |
| Marketing | Builds and launches personalized customer journeys based on real-time behavior. | Better conversion rates and higher engagement. |
Customers and business partners appear multiple times in the system
High return rates
Employees complain about the high level of manual research effort
Sales waste cross-selling opportunities
Low response rates for marketing campaigns
The company cannot comply with certain legal requirements
Lack of planning security: Strategic decisions are only made with great uncertainty
Improved customer experience (CX) due to 50% to 70% faster order processing
More transparency and control as desired by buyers, increasing loyalty and improving long-term customer retention
Stable customer acquisition costs when marketing the new digital channel
Reduce time-to-market (TTM) for ad hoc improvements to the shopping experience
Improved supplier relationships and an indirectly achieved increase in sales
Improved pandemic response capabilities
Integration into core systems
AI Integration in the Core CRM
Build your business Processes on a single, secure, scalable AI CRM platform that's easy to customize and automatically updates in the background - with no IT overhead. And with applications from our partners on the AppExchange, the world's largest marketplace for business applications, you can easily extend Salesforce with applications tailored precisely to your industry.
The Salesforce Platform not only provides your employees with a great user experience, but also helps them close deals faster and get more done in less time. However, with our market-leading products, our customers not only achieve greater efficiency and productivity, but also increase their sales and reduce costs.
Some testimonials from Salesforce CRM users
“We chose Salesforce B2B Commerce because of its customer-centric perspective. Our field service and call center were already working with Salesforce. By additionally converting our ordering platform to Salesforce, we can now handle all of our contractual interactions on a unified platform. This means we benefit from a holistic view of the customer.”
CIO, Healthcare
“We had set ourselves the goal of being operational in six to eight months. What really impressed us about Salesforce B2B Commerce was the short start-up and implementation times.”
Digital Channel Manager, Consumer
“The great thing is that we can now access our key figures in Salesforce. We have real-time dashboards with traffic lights to monitor our progress in terms of what we have achieved, what remains to be done and what we have already exceeded.”
CIO, Healthcare
“We were able to clean up our technology stack by eliminating all of our legacy hosting, service and maintenance resources.”
CIO, Healthcare
