In the ever-evolving digital landscape, staying connected with customers and delivering personalized experiences across multiple channels has become paramount for businesses. Salesforce, a leading customer relationship management (CRM) platform, has been recognized as a leader in cross-channel marketing hubs by a top independent research firm. This recognition underscores Salesforce’s commitment to empowering marketers and enabling them to engage with customers in their moments of need. In this article, we will explore the key reasons why Salesforce Marketing Cloud has earned this prestigious title and how it helps businesses achieve their marketing goals.

The Importance of Cross-Channel Marketing

In today’s digital-first world, customers expect connected and relevant experiences from companies across every touchpoint. According to recent research, 56% of customers now expect offers to always be personalized, regardless of the channel they are using1. However, achieving this level of personalization can be challenging, especially given tough economic conditions and new challenges like data deprecation and 3D connected consumers. This is where cross-channel marketing hubs (CCMHs) come into play. CCMHs help marketers overcome data and channel integration issues, allowing them to consistently engage with customers in their moments of need1.

Salesforce Marketing Cloud: A Leader in Cross-Channel Marketing Hubs

Salesforce Marketing Cloud has been recognized as a leader in cross-channel marketing hubs by Forrester, a renowned independent research firm. In Forrester’s report, “The Forrester Wave™: Cross-Channel Marketing Hubs, Q1 2023,” Marketing Cloud received a perfect score of five out of five across 16 criteria1. These criteria include customer data management, product vision, innovation roadmap, market approach, supporting products and services, partner ecosystem, and customers.

Customer Data Management

One of the key strengths of Salesforce Marketing Cloud is its robust customer data management capabilities. With Salesforce Data Cloud for Marketing, customers can automatically connect all of their data into a unified profile, build intelligent audiences, and act on insights in real time1. This comprehensive view of customer data empowers marketers to deliver highly personalized and relevant experiences across multiple channels.

Product Vision and Innovation Roadmap

Salesforce has always been at the forefront of innovation, and Marketing Cloud is no exception. The platform’s product vision and innovation roadmap are aligned with the evolving needs of marketers in a rapidly changing digital landscape1. By leveraging data, automation, and AI, Salesforce Marketing Cloud enables marketers to make every customer interaction more personal, valuable, and memorable.

Market Approach and Supporting Products and Services

Salesforce’s market approach revolves around fostering trust-based relationships with its customers. The company is committed to providing an ecosystem of supporting products and services that enhance the capabilities of Marketing Cloud. This approach ensures that marketers have access to the tools they need to succeed in their cross-channel marketing efforts1.

Partner Ecosystem and Customers

Salesforce has built a strong partner ecosystem, consisting of technology partners, agencies, and consultants, who collaborate to deliver comprehensive solutions that meet the unique needs of each customer. This ecosystem enhances the capabilities of Marketing Cloud and helps marketers unlock the full potential of their cross-channel marketing strategies1. Additionally, Salesforce has a vast and diverse customer base, which further validates its position as a leader in cross-channel marketing hubs1.

The Perspective of Salesforce and Forrester

Jay Wilder, Vice President of Marketing Cloud at Salesforce, emphasizes the importance of connected and relevant experiences in today’s digital-first world. He highlights how Marketing Cloud equips marketers with the tools they need to leverage data, automation, and AI to make every moment more personal, valuable, and memorable1. Salesforce’s commitment to empowering marketers and fostering trust-based relationships sets it apart as the clear choice for customers seeking a cross-channel marketing hub.

Forrester’s report acknowledges that Salesforce is the preferred choice for committed platform clients and prospects who buy into the concept of a cross-channel marketing hub as part of a larger enterprise marketing solution1. The report also recognizes Salesforce’s potential to differentiate itself by delivering on its data integration and activation roadmap. By doing so, Salesforce can help brands connect with customers in a privacy-centric digital landscape, where data deprecation and privacy legislation pose significant challenges1.


Salesforce Marketing Cloud’s recognition as a leader in cross-channel marketing hubs by a top independent research firm is a testament to its commitment to empowering marketers and enabling them to deliver personalized experiences across multiple channels. With its robust customer data management capabilities, innovative product vision, comprehensive market approach, strong partner ecosystem, and diverse customer base, Salesforce Marketing Cloud stands out as a trusted and effective solution for businesses seeking to excel in cross-channel marketing. By leveraging the power of data, automation, and AI, marketers can create meaningful and memorable experiences that drive customer engagement and loyalty in today’s digital landscape.