The Emerging Economy

The Emerging Economy Emerges as Strategic IT Emerges as Strategic IT Platform

CRM gets increasingly strategic as more companies manage the business in real time. more valuable than a year ago: 90%, Increase budget: 69%, See substantial innovation potential: 56%

Customer Engagement Rules the DayCustomer Engagement Rules the Day

Increased customer engagement leads to more revenue., Customer engagement will overtake productivity as growth driver: 84%, Customer engagement ranks as top priority: 60% Emerges as App Dev Emerges as App Dev Platform

Customer data is at the heart of most enterprise applications. Increasing budgets to custom app development on 60%, Planning to build custom mobile apps on 52%

The Growing Importance of MobileThe Growing Importance of Mobile

Mobile computing has become an article of faith for many business users. Real-time access to customer information on mobile devices is important: 71%, Significant business benefits from mobile: 18%

Frequency of Mobile UsageFrequency of Mobile Usage

Usage of mobile computing is steadily rising. Daily: 20%, Weekly: 13%, Monthly: 10%, Less than monthly: 19%, Never: 38% Mobile App Mobile App Usage

The array of mobile apps being used is growing as well. Classic: 44%, Chatter Mobile: 42%, Third-party apps: 30%, Salesforce Touch: 23%

Governance Accelerates InnovationGovernance Accelerates Innovation touches too much of the business to be managed in isolation. Cloud governance is key to accelerating innovation: 93%, Companies updating monthly have governance boards: 75%, Has a group dedicated to cloud governance: 61%, Planning on adopting Marketing Cloud: 42%

Training Increases Number of UsersTraining Increases Number of Users training is driving usage. Provide training for administrators and developers: 89%, Have a comprehensive strategy to drive adoption: 47%, Pay employees to get certified: 42%

AppExchange Applications InstalledAppExchange Applications Installed

The reach of is moving beyond CRM., At least one app installed: 91%, Five or more applications installed: 29% Communities Communities Adoption

Salesforce is trying to create customer communities that span multiple organizations. Already invested: 9%, Planning to purchase in the next year: 21%

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