State of Salesforce 2024-2025
3 priorities for driving an AI advantage
Those that rely on Salesforce as a trusted partner suddenly find themselves in a whole new world: generative AI has ignited a revolution. The focus has shifted from the ROI of an individual technology to how technology comes together to reinvent the business in the age of AI.
Recent research from the IBM Institute for Business Value (IBM IBV) revealed that top global executives are increasingly focused on enterprise-wide business value. In fact, 72% of leaders said that improving ROI of the IT investment portfolio by at least 25% is a critical business objective.
At the same time, the Salesforce platform is changing, with generative AI capabilities consolidating under Einstein and Agentforce. This means users must be more intentional and forward-looking in their approach to technology—and their data—or risk getting left behind.
Re-creating the business to support these changes is no longer an option—it’s an imperative. Organizations looking to gain the most value from Salesforce must consider whether they are ready for what lies ahead: can they take advantage of enterprise-wide AI and improve their technology ROI?
Last year’s State of Salesforce highlighted top companies that were leveraging Salesforce to drive value. They were bold in their AI ambitions, and they used industry clouds to establish a competitive baseline for performance. This year, we surveyed more than 1,100 Salesforce customers to identify which practices and perspectives are driving business value with data and AI in 2024.
The results are compelling and actionable. Our research reveals three key priorities that differentiate leading companies—around data, AI, and partnerships. In each of the three sections that follow, we offer a strategic roadmap for how organizations—whatever their level of AI maturity—can best harness the opportunities ahead. Each section offers targeted analysis and insights, plus a specific action guide for advancing a Salesforce-powered transformation in the age of generative AI.
State of Salesforce 2024-2025
3 priorities for driving an AI advantage
Those that rely on Salesforce as a trusted partner suddenly find themselves in a whole new world: generative AI has ignited a revolution. The focus has shifted from the ROI of an individual technology to how technology comes together to reinvent the business in the age of AI.
Recent research from the IBM Institute for Business Value (IBM IBV) revealed that top global executives are increasingly focused on enterprise-wide business value. In fact, 72% of leaders said that improving ROI of the IT investment portfolio by at least 25% is a critical business objective.
At the same time, the Salesforce platform is changing, with generative AI capabilities consolidating under Einstein and Agentforce. This means users must be more intentional and forward-looking in their approach to technology—and their data—or risk getting left behind.
Re-creating the business to support these changes is no longer an option—it’s an imperative. Organizations looking to gain the most value from Salesforce must consider whether they are ready for what lies ahead: can they take advantage of enterprise-wide AI and improve their technology ROI?
Last year’s State of Salesforce highlighted top companies that were leveraging Salesforce to drive value. They were bold in their AI ambitions, and they used industry clouds to establish a competitive baseline for performance. This year, we surveyed more than 1,100 Salesforce customers to identify which practices and perspectives are driving business value with data and AI in 2024.
The results are compelling and actionable. Our research reveals three key priorities that differentiate leading companies—around data, AI, and partnerships. In each of the three sections that follow, we offer a strategic roadmap for how organizations—whatever their level of AI maturity—can best harness the opportunities ahead. Each section offers targeted analysis and insights, plus a specific action guide for advancing a Salesforce-powered transformation in the age of generative AI.