CRM Analytics is ideal for organizations that aim to enhance Salesforce’s native reporting capabilities with more actionable and collaborative analytics. It achieves this by integrating data from Salesforce and external sources.

If you’re a Salesforce-powered organization, CRM Analytics could help your:

Sales & Service Teams: See customer data & predictions within Salesforce for faster, data-driven decisions.
Analysts and Managers: Gain a complete view of sales, spot trends, and forecast better.
Whole Crew: Data-driven insights benefit everyone across the Salesforce data gamut — marketing, product, success, and revenue teams alike.

CRM Analytics encompasses a variety of standalone solutions, including a few from the Einstein AI toolset, such as Einstein Discovery and Einstein Prediction Builder. Many of these tools were part of the ‘Einstein Analytics Plus’ suite before it was rebranded as CRM Analytics.

CRM Analytics also offers specialized analytics applications for:

Salesforce Sales Cloud — Sales Analytics
Salesforce Service Cloud — Service Analytics, Service Intelligence Dashboards and AI
Salesforce Marketing Cloud — B2B Marketing Analytics (available to users of Marketing Cloud Account Engagement (formerly Pardot) — Salesforce’s B2B marketing automation platform)

Core Features of Salesforce CRM Analytics

Key features of CRM Analytics in 2024 include:

Trend and Pattern Analysis: It presents data in a way that highlights broader trends and patterns across the customer dataset, going beyond basic Salesforce report options to provide more in-depth insights and analysis.
Sales Forecasting: It leverages historical sales data to identify trends and patterns that can inform sales forecasting and projections.
Customer Service Analytics: It analyzes service data to pinpoint common customer issues and areas for improvement in issue resolution processes.
Marketing Campaign Analysis: For marketing teams, CRM Analytics tracks campaign performance metrics, allowing them to evaluate which campaigns are effective and which may need adjustments.
Customer Behavior Insights: The tool aims to provide customer behavioral insights that businesses can leverage for personalized experiences through tailored recommendations and targeted messaging strategies.
Real-Time Data Monitoring: CRM Analytics continuously updates dashboards with live data, allowing instant visibility into sales, service, and marketing activities. Enhanced with predictive analytics and automated alerts, it helps you quickly respond to emerging trends and issues.
Data management: CRM Analytics features essential tools like Data Sync and Data Manager. Data Sync ensures seamless integration and synchronization between Salesforce and external data sources. Data Manager is the central hub for managing data in CRM Analytics, enabling configuration of data ingestion, dataset creation, and data transformation for analysis.