ISG Launches Study on Salesforce Ecosystem Partners with Focus on Generative AI Integration

ISG Launches Comprehensive Study on Salesforce Ecosystem

Information Services Group (ISG), a leading global technology research and advisory firm, has initiated a significant research study focusing on service providers within the Salesforce ecosystem. This study, set to culminate in the "Salesforce Ecosystem Partners 2025" report series, will evaluate providers offering Salesforce implementation and managed application services, with a particular emphasis on the integration of generative AI (GenAI) 1

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Scope and Methodology of the Study

The research will cover markets in Brazil, Germany, the UK, and the US, with reports scheduled for release in April 2025. ISG has distributed surveys to over 150 Salesforce ecosystem partners across these regions. The study will produce six quadrants representing typical enterprise Salesforce services, including:

1. AI-Powered Multicloud Implementation and Integration Services for Large Enterprises
2. Implementation Services for Core Clouds and AI Agents in the Midmarket
3. Implementation Services for Marketing and Commerce with AI Enablement
4. Managed Application Services for Large Enterprises
5. Managed Application Services for Midmarket
6. Implementation Services for Industry Clouds

These quadrants will assess providers' capabilities in implementing and managing various Salesforce products, including Sales Cloud, Service Cloud, Commerce Cloud, and industry-specific solutions 2

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Focus on Generative AI and Expanding Salesforce Products

A key aspect of this year's analysis is the integration of generative AI into enterprise applications. Aman Muglani, senior director and principal analyst at ISG, emphasized, "Generative AI is becoming a key part of almost all enterprise applications today." The study will specifically examine the expansion of Salesforce's Data Cloud, Einstein, Einstein AI, and Agentforce product lines 1

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Addressing Complex Enterprise Needs

The research acknowledges the increasing complexity of large enterprises' business functions and their growing demand for enhanced delivery capabilities. ISG notes that enterprises are seeking tighter integration between application functionality and data usage, placing greater demands on Salesforce platform applications to deliver business results 2

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Customer Experience Data and Participation

ISG's 2025 Provider Lens™ evaluations will include expanded customer experience (CX) data, measuring actual enterprise experiences with specific provider services and solutions. Enterprise customers are encouraged to participate in the study by sharing their experiences with Salesforce ecosystem providers 1

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Implications for the Industry

This comprehensive study by ISG is poised to provide valuable insights for both enterprise buyers and service providers in the Salesforce ecosystem. It will help enterprises evaluate their current vendor relationships and potential new engagements, while also guiding ISG advisors in recommending providers to their clients 2

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The focus on generative AI integration and the expanding capabilities of Salesforce products highlights the rapid evolution of CRM and enterprise application landscapes. This research is likely to shed light on how service providers are adapting to these technological advancements and meeting the complex needs of modern enterprises.