Deep Customer Engagement AI by BCG X brings the power of AI and humans together to enable hyper-personalized, end-to-end customer management—at scale.
Our Approach to Salesforce Transformations
Companies can reap substantial benefits from successfully implementing Salesforce's customer relationship management (CRM) and industry solutions, including driving sales productivity, unlocking seller effectiveness, delivering customer satisfaction and impact across channels and touchpoints, and enhancing customer experience through personalized interactions and insights-driven offers.
But getting your CRM right is paramount. 30% of all CRM transformations fail—with 60% resulting in unachieved outcomes or actual losses due to common pitfalls, such as prioritizing technical and operational needs rather than users or focusing on transformation costs over business value. BCG's Salesforce Value Accelerator consultants help clients rapidly realize the full potential of their Salesforce investment by connecting core strategy to operational execution.
The Salesforce Value Accelerator consulting team acts as a business integrator to implement or upgrade Sales Cloud, Service Cloud, and other Salesforce offerings across marketing and sales, pricing, and customer service functions. Working across all layers of the client’s organization, we speak to everyone—from the C-suite to frontline workers, customers, and partners—to understand a company’s culture, people, and data. We integrate what we learn with our deep industry knowledge, Salesforce expertise, and proprietary AI tools to design and help execute transformation roadmaps that maximize operational execution for the client's desired strategic outcomes.
Our proven approach delivers tailored solutions, purpose-built for each company’s objectives and vision, allowing us to guide clients around common transformation pitfalls while creating stronger business models and better cost control on a faster timeline. We also bring configurable, scalable, best-of-breed solutions to optimize your extended CRM ecosystem.
Our Salesforce Value Accelerator consultants are dedicated to “low-volume, high-impact” strategy work, allowing for dedicated support that can be fully embedded in each individual organization’s processes and strategy. To deliver the greatest impact and maximum value potential across four interconnected workstreams, BCG’s Salesforce Value Accelerator operates four key offerings: design and CRM jumpstart, Salesforce-enabled GTM transformation, Salesforce reboot, and high-value use case activation.
Design and CRM Jumpstart
Across multiple entry points—from mobilizing for transformation, driving improvement in sales effectiveness, validating value realized, or diagnosing stalled transformations, to name a few—our Salesforce Value Accelerator team activates this offering with either a holistic commercial effectiveness assessment or transformation program diagnostic. By identifying opportunities to improve go-to-market (GTM) effectiveness and aligning CRM transformation efforts, we develop a prescriptive roadmap and implementation plan to reach your value-case ambitions—whether they are in marketing, sales, or service organizations.
Salesforce-Enabled GTM Transformation
Kicking off an end-to-end journey to operationalize your GTM or customer service strategy—building capabilities and experience while ensuring the adoption of new behaviors—our outcome-focused GTM transformation effort creates durable change by driving enablement and scalable adoption. From standing up a value-focused governance team and de-risking program to developing a cutting-edge platform, data, and business architecture, we help resolve critical challenges that can impact transformation momentum while capturing untapped profit expansion.
Salesforce Reboot
Our Salesforce Value Accelerator consultants also work to optimize, expand, or improve existing Salesforce adoption across your organization—or offer a complete reset to fix efforts that have stalled out. We realign product, process, and delivery by addressing the most critical issues and reshaping your transformation operating model.
High-Value Use Case Activation
Targeting a high-value, highly complex use case? Our Salesforce Value Accelerator can combine the DNA of BCG with the DNA of each specific client, allowing for an immersive engagement that delivers individualized outcomes through improved data, technology, and processes. By rapidly deploying high-value use cases critically tied to Salesforce platform capabilities—including next-best-action recommendations for deal management, forecasting and pipeline management, and high-volume sales execution—we initiate a revamp across every level of the company to power new growth.
Our Clients’ Success with Salesforce Value Accelerator
Accelerated Sales Momentum. A leading open-source tech innovator needed a new foundational CRM platform to help realize its aggressive targets for improved sales productivity. BCG helped launch a successful CRM pilot within three months, followed by a new cost-per-order tool that scaled to global operations within a year. The sales team’s time spent on administrative tasks decreased 10% to 15%, with quote turnaround time decreased by up to 20% and desk time decreased by 20% to 30%. Our engagement also saw the company’s qualified pipeline value jump by nearly 7%.
Personalized Offers at Scale. A North American bank needed to transform its marketing capabilities to increase velocity and agility while driving further campaign revenue. BCG helped develop a marketing transformation strategy and change plan; launched personalized campaigns and offers in a high-velocity, test-and-learn operating model; and integrated personalization technology with Marketing Cloud for automation and efficiency. These changes cut campaign cycle times by 70%, increased campaign conversion by up to 40%, and created a path to over $1 billion in incremental value at full scale.
Next-Generation Marketing and Sales. Struggling marketing and sales functions led to lower sales and revenue at a US office supply retailer. BCG uncovered the underlying problems and helped the company pilot new sales methods, processes, and technology—including implementing Sales Cloud and Marketo, which led to upticks in meetings scheduled from sales calls, qualified leads, and, ultimately, revenue.
BCG at Dreamforce 2024
BCG, as a Dreamforce GenAI leader and a Salesforce Alliance Partner, enables clients to reshape their marketing, sales, and service functions—and stay ahead of the competition.
Our Salesforce Business Integrator AI Tools and Solutions
Alongside an extensive toolkit built upon our deep functional and industry-specific expertise, we integrate select BCG X
artificial intelligence solutions into Salesforce to accelerate value from CRM transformations.
Deep Customer Engagement AI
Deep Customer Engagement AI
Auto AI
Auto AI by BCG X combines critical tech capabilities and business insights to unlock the value of AI in automotive through scalable, custom, end-to-end analytics solutions.
Auto AI
Fabriq Personalization AI
Enabling companies to create their own competitive advantage across three consumer-facing dialogues, Fabriq Personalization AI is BCG X's personalization platform for marketing transformations.
Fabriq Personalization AI
Data Intelligence AI
Data Intelligence AI, BCG X's data-to-solutions accelerator, provides organizations with the AI solutions they need to inform key business decisions, drive more effective strategies, and amplify impact.
Data Intelligence AI
Our Insights on Salesforce Transformations
Article
September 16, 2024
For every minute B2B sales reps spend with customers, they spend nearly three on behind-the-scenes tasks. Generative AI can flip that equation by accelerating sales-related processes.
Article
September 16, 2024
Integration between Amazon Web Services and Salesforce—combined with a BCG framework for scaling generative AI—can transform how sales organizations work and create value.
Article
January 2, 2024
By empowering sales teams to sell more effectively, GenAI can enable organizations to reach more customers faster and better. To smooth the way, BCG has devised an approach structured in three horizons.
Article
October 30, 2023
How can governments find their strategic foothold in the AI race? BCG has developed the “ASPIRE” framework as a blueprint for value-based national AI strategies.
Article
September 28, 2023
Despite the Generative AI hype, more than 50% of executives are deeply worried about incorporating it into their operations and so discourage its adoption.
Article
September 11, 2023
Sales managers should put away their skepticism about GenAI. It is more powerful, yet more personal, than traditional AI, offering tangible value to sales teams.
Meet Our Salesforce Value Accelerator Consulting Team
Our Salesforce Value Accelerator consultants include experts with deep functional and industry expertise, which allows us to customize project blueprints that meet the specific needs of a company’s business and industry sector. Here are some of our experts on the topic:
