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Category: CRM

Redefining AI Agent Lifecycle Management with Agentforce Testing Center
Keith Kirkpatrick

Redefining AI Agent Lifecycle Management with Agentforce Testing Center

Enabling Enterprises to Confidently Test, Deploy, and Refine AI Agents at Scale With Innovative Tools and Secure Environments
Keith Kirkpatrick, Research Director at The Futurum Group, discusses Salesforce’s Agentforce Testing Center, highlighting how its tools, such as secure sandboxes, synthetic testing, and analytics, redefine AI agent lifecycle management.
Salesforce Q3 FY25: Agentforce Momentum, AI Advancements, and Strategic Insights
Keith Kirkpatrick

Salesforce Q3 FY25: Agentforce Momentum, AI Advancements, and Strategic Insights

Assessing Salesforce’s Financial Results, AI Innovations, and Strategic Developments for Q3 FY25
Keith Kirkpatrick, Research Director at The Futurum Group, discusses Salesforce's Q3 FY25 earnings. Key topics include the financial impact of its Agentforce AI platform, cRPO growth, strategic acquisitions, and the competitive implications of industry talent shifts.
Salesforce Dreamforce: Clippy’s Revenge or AI DiWhy?
Daniel Newman

Salesforce Dreamforce: Clippy’s Revenge or AI DiWhy?

The Six Five team discusses Salesforce Dreamforce: Clippy’s Revenge or AI DiWhy?
Futurum Predicts Revenue for Enterprise Applications Vendors in State of the Market Report Enterprise Software (Core Business Apps), 2024
Dion Hinchcliffe

Futurum Predicts Revenue for Enterprise Applications Vendors in State of the Market Report: Enterprise Software (Core Business Apps), 2024

The need for scalable, cloud-based enterprise applications has grown rapidly, driven by the demand for integrated platforms that unify different business areas – firmly establishing the top 5 enterprise application vendors in 2024.
The need for scalable, cloud-based enterprise applications has grown rapidly, driven by the demand for integrated platforms that unify different business areas - firmly establishing the top 5 enterprise application vendors in 2024.
Leveraging Intelligence to Maximize the Value of CRM Data
Keith Kirkpatrick

Leveraging Intelligence to Maximize the Value of CRM Data

In our latest Research Brief, Leveraging Intelligence to Maximize the Value of CRM Data, completed in partnership with SugarCRM, we discuss how AI can be harnessed to deliver real-world benefits quickly through intelligent summarization and cover how SugarCRM is making this capability within its customer relationship management offering.
Salesforce Q2 FY25 Financials Exceed Expectations
Daniel Newman and Keith Kirkpatrick

Salesforce Q2 FY25 Financials Exceed Expectations

AI and Cloud Innovations Leading the Way Forward
The Futurum Group’s Daniel Newman and Keith Kirkpatrick share their insights on Salesforce's Q2 FY25 financial performance, highlighting the company's AI advancements, strong revenue growth, and cloud expansions that drove market-leading results.
Zoho Announces CRM for Everyone
Keith Kirkpatrick

Zoho Announces CRM for Everyone

Enhancements to CRM Platform Focuses on Customization and Access to Data
Keith Kirkpatrick, Research Director with The Futurum Group, covers Zoholics 2024, and discusses the new CRM for Everyone product enhancements.
How Modern Marketing is Enabling Domino Data Lab to Unleash the Power of AI
Lisa Martin

How Modern Marketing is Enabling Domino Data Lab to Unleash the Power of AI

Lisa Martin shares her insights on modern MarTech with Thomas Been, CMO of Domino Data Lab. They unveil the essence of modern marketing, discuss understanding audience motivations (the art) and how to swiftly address customer needs (the science).
2023 Customer Experience Trends and a Look Ahead
Sherril Hanson

2023 Customer Experience Trends and a Look Ahead

And Yes, There Was More than AI
Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into 2023 customer experience trends as well as a look ahead at what to expect in 2024.
CX Wins for Salesforce, Veeva Systems, and MoEngage
Alex Gaw

CX Wins for Salesforce, Veeva Systems, and MoEngage

Partners Include Amazon Web Services, Bayer, and DubiCars
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition, he examines initiatives from CX providers Salesforce, Veeva Systems, and MoEngage.
Copilot for Service Introduced by Microsoft
Keith Kirkpatrick and Sherril Hanson

Copilot for Service Introduced by Microsoft

The Solution Takes Aim at Customer Service Use Cases, Quickly Providing Information and Guidance to Agents
The Futurum Group’s Keith Kirkpatrick and Sherril Hanson share their thoughts on Microsoft’s Copilot for Service, which provides information and guidance to agents when and where they need it, and discuss Microsoft’s platform advantage.
More Than 50% of Workers Admit to Using Unapproved Generative AI Tools
Keith Kirkpatrick

More Than 50% of Workers Admit to Using Unapproved Generative AI Tools

Salesforce Survey Finds Generative AI Is Being Used at Work Without Employer Training, Guidance, or Approval
Keith Kirkpatrick, Research Director at The Futurum Group, covers Salesforce’s survey of people using generative AI at work, and discusses the steps organizations should take to ensure safe, ethical, and responsible use.
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