Salesforce’s Community Cloud
So far in this series, we’ve discussed analysts’ expectations for Salesforce’s (CRM) impending fiscal 3Q17 results as well as the factors that have fueled Morgan Stanley’s (MS) and other research houses’ optimism in Salesforce’s growth story. Notably, Gartner recently positioned Salesforce in the “Leaders Quadrant in the Gartner 2016 Magic Quadrant for Horizontal Portals” for its Community Cloud offering. In 2015, Salesforce was also named a leader in Gartner’s Magic Quadrant for Horizontal Portals.
According to Gartner, a portal is a “personalized point of access to relevant information, business processes, and other people.” Apart from catering to various audiences, including customers, employees, portals support a broad range of vertical markets and business pursuits. When defined as a product, the horizontal portal is a software solution or application that is used to build and handle portals for an extensive range of purposes.
Salesforce’s Customer Success platform
Salesforce’s community cloud enables companies to link data from different business departments—like sales, operations, or management—with their communities, leading to “seamless customer, partner, and employee experience.”
Salesforce’s Customer Success Platform, on which its community cloud is built, refers to a portfolio of offerings that encompasses sales, service, marketing, analytics and business intelligence, collaboration, communities, and application development within Salesforce as well as for third-party applications that work with it.
Salesforce claims that with Community Cloud, companies have seen a 45% increase in customer satisfaction as well as a 48% rise in faster case time resolution.