5 CRM Examples That Will Inspire Any Team

What's the one thing that makes Salesforce such a powerful tool? Our customers.

These inspiring stories, directly from our customers, showcase how Salesforce CRM has revolutionised the way they connect with their clients, and streamline operations and growth. From small startups to global enterprises, these CRM examples are not just about software implementation, but about real people achieving real results. Let's explore these journeys, celebrate their successes, and find fresh insights to inspire your own path forward.

Managing customer relationships is critical to business success, and a customer relationship management (CRM) platform lets companies large and small organise, automate, and synchronise every facet of customer interactions. CRMs include platforms built to manage marketing, sales, customer service, and support, all connected to help businesses work more effectively.

With CRM software, businesses can analyse customer interactions and improve their customer relationships. This technology is widely embraced throughout the business world because CRMs can improve productivity, efficiency, and customer satisfaction.

Let’s take a look at how CRM can benefit your business and then jump into the success stories.

No matter if you are a small or midsize business (SMB) or growing fast, implementing a CRM can significantly benefit your business in many ways. Here are three key advantages:

A CRM helps businesses manage their interactions with current and potential customers efficiently. By organising and storing all customer information in one place, businesses can provide a more personalised experience. This leads to better overall customer satisfaction, as well as improved customer retention rates.

The best CRMs streamline processes by automating tasks and keeping everyone aligned. Sales teams, for example, can automate lead tracking, sales forecasting, and follow-ups, so they can then focus on closing more deals and spend less time on mundane tasks. And, CRMs provide valuable data that can be used to tailor customer experiences to their preferences, so your efforts grow customer relationships.

By centralising customer information, a CRM ensures that all teams have access to the same up-to-date data. This can help communication within the team, as everyone can easily see the status of customer interactions and transactions.

At Salesforce, we get the chance to work with amazing customers, and seeing them grow with our CRM helps us grow as well. These examples of successful CRM implementations with Salesforce will inspire your teams across sales, service, marketing, commerce, and IT.

Crexi

• Sales teams use AI to cut admin work by over 50% with Sales Cloud
• 5 hours daily time saved per sales rep
• 80% of a sales rep’s day saved to focus on customer engagement

Crexi, a commercial real estate agency, uses generative AI (GenAI) within Salesforce's Sales Cloud to enhance efficiency and productivity in sales operations.

By automating their emails, writing call notes, and conducting customer research, Salesforce AI helps sales representatives dedicate more time to building
relationships with customers. AI provides quick insights into customer needs, while AI-generated call summaries highlight key points and action items from meetings.

Predictive AI also auto-generates follow-up emails and offers personalised recommendations for next steps. This integration of AI has saved each sales rep approximately five hours a day on administrative tasks, allowing them to allocate about 80% of their time toward customer engagement and revenue-focused activities.

Watch how Salesforce AI Puts Time on Crexi’s Side

Wonolo

• Service teams decrease handle times with Service Cloud
• 20% decrease in average handle time (AHT)
• 2-3 seconds for AI replies compared to 5-10 seconds
• 5+ hours saved in one week with 11 agents

Wonolo, a staffing agency, uses Salesforce Service Cloud to effectively reduce average handle times by 20% by implementing AI-generated chat replies for agents to respond to customers. This technology assists agents, particularly those who are non-native English speakers, in delivering consistent and confident responses. This not only shortens training periods but also lowers agent turnover.

New agents experience a 20% reduction in handle times, while more experienced agents see a 12% decrease. The AI-generated replies are also quicker, taking only 2-3 seconds, compared to 5-10 seconds for other tools. This has led to a more uniform quality of service, as evidenced by reduced customer preference for specific agents.

Watch how Wonolo Uses AI To Instill Employee Confidence

Spotify

• Marketing teams use analytics to increase revenue growth with Marketing Cloud
• 40% increase in sales productivity
• 95% faster client data query for campaigns
• 19% YOY advertising revenue growth

Spotify, the popular streaming platform, uses Salesforce Marketing Cloud to enhance its advertising productivity and sales by implementing automation and personalised web content. By using a single source of advertiser data, automated activity tracking for sellers, and real-time collaboration, sales teams boosted their productivity by 40%.

Automation also expedited the collection and utilisation of campaign data, reducing the processing time from months to under a week. Personalised interactive elements, tailored based on past user activity, led to a 53% increase in click-through rates.

Additionally, using Slack for communication and automated workflows streamlined the campaign lifecycle, cutting down on meetings and emails. These advancements collectively led to a 19% annual increase in advertising revenue.

Watch how Salesforce Amplifies Sales Efficiency for Spotify Advertising

Rossignol

• Commerce teams personalise recommendations with Commerce Cloud
• 300% increase in volume of weekly marketing campaigns
• 2x ecommerce revenue increase; 28% growth

Rossignol, a manufacturer of ski and snow equipment, utilises Salesforce Commerce Cloud to improve customer experiences by personalising product recommendations and marketing efforts. By integrating and analysing data from various customer interactions, they tailor content based on individual preferences, seasonal activities, and weather conditions. This CRM strategy has fostered deeper customer relationships, increased the volume of campaigns, and significantly boosted ecommerce revenue.

The team at Rossignol also optimises email timing and dynamically updates online content, contributing to a 28% revenue growth in one year.

Watch how Rossignol Personalises Year-Round Customer Interactions with Data

Uber Eats

• IT teams streamline systems with automation and Salesforce Platform
• Integrated 30 systems into one
• Faster dispute resolution and customer onboarding

Uber Eats, the online food ordering and delivery service, uses the Salesforce Platform to enhance its efficiency in resolving merchant disputes by automating workflows. By using an AI CRM, they integrated their data from multiple global systems into a single platform, allowing agents to quickly access all necessary information, and reducing the time spent on triaging cases.

The use of tools like Salesforce Flow, and Einstein Bots has streamlined operations, allowing agents to address more complex issues and enabling merchants to self-serve common tasks. This has led to quicker dispute resolutions, improved satisfaction among customers and merchants, and efficient scaling of operations across different regions.

Watch how Uber Eats Swaps 30+ Systems for Customer-Centred Service

Understand your needs, listen to consumer feedback, and determine what kind of CRM solutions are best for your business. Whether it’s large or small, your success depends on keeping customers happy. By investing in an effective CRM platform, you may just be the next CRM success story. Looking for more inspiration? Read more Salesforce customer stories here.

Caylin White is an Editorial Lead and Growth Manager for Small Business at Salesforce. She has written content for over 15 years for many SaaS industries, like WordPress and BuzzSumo. She specialises in SEO but is sure to add a human-centric angle to every piece.