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Salesforce.com to acquire Jigsaw: Right on queue.

by Michael Maoz  |  April 21, 2010  |  2 Comments

Yesterday I wrote about the beginning of the end of the Social Media vendors and, just like that, like The Band in San Francisco for The Last Waltz, Salesforce.com announces that they intend to acquire Jigsaw. It is just one small addition – crowdsourcing of business contacts, but you can still hear Levon Helm and Robbie Robertson belting out the lyrics that this wheel’s on fire.

I won’t write about the acquisition or its meaning, as that is not the point. The point is that in social networking, a business needs to move beyond silos into fitting Social processes into an overall CRM strategy. There will be many approaches. Maybe SOA and WOA techniques will make best of breed a viable approach for some businesses. Yet, however it unfolds, the goal is to insure that process consistency is achieved.

Right now I am less concerned with the vendor landscape and more concerned with how you achieve your ends of getting closer to the customer. I am concerned that the large enterprise vendors are going to make the argument that only a ‘complete’ solution is tenable. That is rubbish, and you know it, but your CIO and CFO may be swayed by that Siren call.

Leave the argument of vendor long term viability aside and focus on the value of the product in achieving better engagement with the customer – whether for selling, marketing, servicing, or just insight on their experience.

The road ahead will not be smooth while waves of acquisition hit, so keep your head cool and your procurement pen (and knife) sharp.

Ah, and apologies for leaving out Garth Hudson, Rick Danko and Richard Manuel!

Category: crm  customer-centric-web  innovation-and-customer-experience  leadership  saas-and-cloud-computing  sales-force-automation  sfa  social-crm  social-networking  social-software  twitter  

Michael Maoz
VP Distinguished Analyst
13 years at Gartner
26 years IT industry

Michael Maoz is a research vice president and distinguished analyst in Gartner Research. His research focuses on CRM and customer-centric Web strategies. Mr. Maoz is the research leader for both the customer service and support strategies area and customer-centric Web… Read Full Bio


Thoughts on Salesforce.com to acquire Jigsaw: Right on queue.


  1. […] analyst Michael Maoz, in a perhaps tenuous but certainly much appreciated analogy, compares the deal to The Last Waltz and wrote in an earlier post that it’s the beginning of the end for social media vendors: […]

  2. Jeff Lionz says:

    My take on the acquisition of Jigsaw is it makes sense for SFDC. They are starting to build a data as a service infrastructure, I would have preferred their acquisition strategy include the likes of a CRMFusion or another robust data management vendor because the data management functionality within native SFDC is weak, weak, weak.

    As someone who has managed front-line lead management teams for many years, access to viable contact data for campaigns is essential, if SFDC can begin to offer a better way to gain access to a contact infrastructure wrapped in the CRM itself it’s a way big win for everyone.

    But what administrating Salesforce frustrating are poor data management tools, merge/purge/de-dupe/append and so forth so I won’t be surprised if I read that the company makes more strategic acquisitions in this area. It will be most welcome in the meantime I approve of the Jigsaw purchase.



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