The San Francisco-based CRM software specialist stood out from the crowd as the clear leader in both execution and vision on the Magic Quadrant. No other vendors was close to Salesforce leadership position on the quadrant as the company reported revenue of $3.6 billion in 2018 from customer service subscription and support, up 26 percent year-on-year. More than 70 percent of the CEC customers who Gartner contacted shortlisted Salesforce Service Cloud as either their first or second choice. Salesforce acquired MuleSoft last year for $6.5 billion in a move to add new integration and API management platform to Salesforce’s product portfolio. In a blockbuster announcement in June, Salesforce unveiled plans to buy Tableau Software in an all-stock deal worth around $16 billion, the largest in the company’s history.
Strength: Customers view Salesforce not just as a CRM software provider, but as a strategic advisor that helps grow their overall business and innovation strategy.
Weakness: Reference customers cited a lack of native integration between different Salesforce Clouds as well as concerns about high prices.