CRM host goes further

The next release of Salesforce.com will see the firm add significant new customer relationship management tools as it seeks to attract larger customers, who would otherwise need on-premises software.

Due in the fourth quarter of this year, the Winter 06 release will support territory management, customisable forecasting and campaign management. A Suggested Solutions feature will attempt to answer frequently cited problems, while a new agent console is promised, requiring half the number of clicks to perform common tasks.

Salesforce has also tweaked integration with Microsoft Outlook applications, including scheduled synchronisation from within the messaging software.

Users applauded the addition of dependent picklists and checkboxes that allow more insightful views of customer information by allowing parameters to be set by industry or other differentiating factors. Others applauded Salesforce’s responsiveness to requests.

The release will sport a new interface although users can select the “Classic” look. Minor changes to branding will see the platform become Appforce and the services division become Supportforce.

Salesforce chief Marc Benioff said the additions would help the firm compete with the giant providers of on-premises systems and dispel concerns that hosted software lacks depth of functionality.