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Exclusive: How Rimini Street continues to innovate with CRM
Wed, 6th Mar 2024

In an illuminating conversation with Jack Wagnon, Principal Product Manager of Rimini Street's Salesforce practice, we delve into the heart of what makes this global enterprise a stalwart of innovation and efficiency in the realm of Customer Relationship Management (CRM) services. From their inception in 2005 to their evolution into a Salesforce consulting partner in 2018, Rimini Street has charted a path of growth and expansion, aiming to redefine the vendor support landscape and IT services industry.

With a clear vision of becoming the number one solution for vendor replacement support and a fully integrated global IT services company, Wagnon shares insights into Rimini Street's strategic roadmap. The company's foray into managed services for Salesforce marked a significant milestone, with aspirations to expand into Workday and ServiceNow managed services. "Our growth aspirations are... to see Rimini Street earn its rightful place as the vendor replacement support, number one solution," Wagnon articulates, highlighting the ambition driving the company forward.

Rimini Street's commitment to providing a comprehensive suite of services is evident in the launch of Rimini Consult for Salesforce. This service aims to augment its existing managed services by offering strategic advisory services, focusing on innovation and growth within the CRM platform. Wagnon emphasises the importance of AI in enhancing CRM capabilities, noting that "no other discipline is better suited... than CRM to realise the benefits of AI for AI-powered CRM."

The conversation also touches upon the challenges and opportunities presented by unstructured data in digital transformation. Wagnon describes unstructured data as the "Achilles' heel" of digital transformation, underscoring the importance of integrating and analysing this data to unleash the full potential of AI-driven processes. Rimini Street's approach to addressing these challenges involves leveraging Salesforce's data cloud and MuleSoft integration standards to provide a unified approach towards data management.

Targeting key industry sectors in Australia and New Zealand, Wagnon highlights the strategic importance of these markets, driven by economic stability and innovation. Rimini Street's focus on manufacturing, natural resources, professional services, and retail sectors underscores their commitment to delivering tailored solutions that meet the unique needs of their clients.

Central to Rimini Street's value proposition is its commitment to accountability and flexibility, which Wagnon identifies as fundamental to their service delivery. This philosophy is not just marketing rhetoric but is deeply ingrained in their operational practices, ensuring a responsive and customer-centric approach.

The collaboration between Rimini Street and Salesforce exemplifies a partnership built on innovation and mutual support. Wagnon shares an example of their unique service offering for Salesforce's field service management group, highlighting Rimini Street's ability to provide vendor replacement support for legacy on-premise titles, facilitating a smoother transition to cloud-based solutions.

Reflecting on the positive momentum surrounding Rimini Street, Wagnon describes the environment as "bullishly exciting," with the company's unique position in the ERP space attracting significant interest from the Salesforce community. The integration of CRM systems with transaction systems and the flexibility and responsiveness of Rimini Street's service offerings position the company as a leading player in the market.

Rimini Street's journey from its inception to becoming a trusted Salesforce consulting partner illustrates a steadfast commitment to innovation, customer service, and strategic growth. As they continue to expand their footprint globally, their focus on accountability, flexibility, and technological advancement sets the stage for a promising future in the IT services industry.