Salesforce Trends 2020

March 11, 2020
May 22, 2020

Salesforce anticipates another big year for CRM and cloud software development. Their products are being utilized by more and more companies everyday, and as it expands across the globe, it is important for Salesforce to focus its resources on specific market trends. In this blog we will present the most anticipated Salesforce developments for 2020:


Sales reps today are constantly on the go, seeking potential leads across a wider customer base thanks, and customers expect a higher level of mobile experience driven by current apps such as Spotify, Amazon, and others. Average screen time has nearly doubled and the presence of 5G mobile networks is improving the speed, security, and scope of mobile apps. However, since sales representatives are managing the many different platforms of customer interaction, it is estimated that they only spend 29% of their time interacting with clients. It is time for companies to adapt with these trends in order to create an environment that breeds success in sales, and to best address these changes Salesforce has introduced their new Mobile SDK. Stemming from its partnership with Apple, Salesforce Mobile SDK makes iOS technologies available for companies to build native apps tailored to their specific CRM needs. This partnership hopes to utilize technologies such as Face ID, Siri, and Business Chat to allow both sales reps and customers receive a more efficient sales experience.

Unified Customer Identity

Currently, customer data is spread out among different Salesforce services: Commerce Cloud, Marketing Cloud, and Service Cloud. With these different programs for different aspects of the sales experience, companies struggle to relay customer information across all platforms. Therefore, Salesforce prevents Customer 360, a program that integrates Salesforce cloud services to create a unified customer identity. Customer 360, with the help of recently acquired software company Mulesoft, allows companies to unlock customer data to better inform decision making and business strategies. Although combining multiple data outlets is still a difficult task, Salesforce’s demonstrated investments give hope for the emergence of a unified customer profile.

Increased Presence of AI and Data-Driven Intelligence

Since its acquisition of Einstein, Salesforce has used AI and big data as the backbone of their innovation. More recently, Salesforce has acquired business intelligence and analytics software Tableau and AI communication tool Bonobo to continue adapting ahead of the technological curve. Salesforce plans to implement these softwares in its 2020 Cloud services, creating a more efficient seller experience. One plan is to utilize voice-recognition AI to help sellers create call summaries, set up meetings, and seek potential clients more effectively. Already Einstein and other AI companies have had a massive impact on Salesforce’s clients. Room & Board, US-based furniture company, saw a 40% increase in online purchases after implementing Einstein technologies to their website and a 60% increase in in-store purchases due to innovative recommendation features. Stronger implementation of Einstein technology and Salesforce’s acquisition of other data-driven enterprises shows how Salesforce is gearing up to further implement AI in their products across industries.

Industry Verticalization 

Salesforce plans to use 2020 to build on their CRM and cloud based expertise by centering their development focus to specific industries. By seeking a stronger grasp on specific markets like financial services, retail, and manufacturing, Salesforce will strengthen their market share and solidify themselves, yet again, as the lead CRM software company. Already Salesforce has implemented cloud software such as the Consumer Goods Cloud, Manufacturing Cloud, and Financial Services Cloud to target specific industries. These innovations address the need for more people-centric functions to increase communication flow and client management.


Last, but certainly not least, driving all aspects of Salesforce’s progress in 2020 is its updated platform, Lightning. Lightning is set to replace Salesforce Classic by bringing customizable dashboards, calendar improvements, Einstein technology, and many more features to the Salesforce experience. All of these will only be accessible through the Lightning software, which forces companies that are currently using Classic to upgrade to Lightning. Companies that have implemented Lightning thus far have seen a 23% sales cycle reduction and a 41% increase in user productivity. As the year goes on, it is expected that Salesforce will continue to introduce improved features to the Lightning software. If you are a company looking to migrate to Lightning, look for Salesforce consulting partners like Enehano Solutions to make the transition as smooth as possible.

67% of IT customers who used a Salesforce Consulting Partner achieved their target ROI. With 2020 already underway, reach out before it's too late to make the new Salesforce work for you. Contact Zuzana and Enehano to get the best service and business scaling in just ten weeks.

The Enehano team strives for excellence — Contact Enehano and see how your company can best prepare for the future trends in Salesforce technology.

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