CRM Technology Value Matrix 2022

It will be difficult to overlook the glaring omission from the Leader’s quadrant in this year’s CRM Value Matrix. For the first time in over a decade, Salesforce is not included. This year, the rebalancing of the matrix is driven by an industry-wide shift towards prioritizing usability over functionality, an undertaking Salesforce has yet to participate in. The gaps in functionality that once existed between vendors are shrinking, and top players are instead focusing on reducing overall complexity and providing a highly intuitive user experience. Previously revolutionary features like AI-enabled workflows or natural language processing are becoming ubiquitous, and vendors are now turning to usability to differentiate themselves from the competition.

Read research note: W59 – Salesforce, dream versus reality

Read the companion blog here.