本文介绍了阿里云上的Salesforce的中国产品策略，并概述了初次发布计划提供的产品功能集。
中国市场的巨大机遇与特有挑战
在中国这个生机勃勃、快速变化的市场中，各类企业都在不断寻求创新。然而，要抓住如此巨大的机遇，企业也必须要应对该市场中一系列独特的挑战，包括独有的监管和技术挑战。这是在中国经营业务的企业都必须要应对的难题，其中包括：
监管
中国在数据主权方面的监管环境有着动态、不断变化的特点。《网络安全法》（CSL）、《个人信息保护法》（PIPL）和数据安全法》（DSL）等监管框架设定了重要限制，规定了数据的处理方式，以及在中国境外处理或存储相关信息时必须获得的授权。因此，为了确保遵守这些法律法规，许多公司选择在中国境内存储消费者数据以及部署其基础架构。
独特的市场动态
在中国，企业与客户互动的方式与其他地区有着本质的区别。中国的“超级应用”- 将多种独立功能整合成统一的用户体验，改变了品牌与客户互动的方式，通过实时一对一的沟通方式，使营销人员和客服人员能够为客户提供独特的购物和互动体验。
性能
中国存在独特的网络挑战，跨区域访问可能会对往返响应时间造成显著影响。客户希望应用程序和服务都能快速响应，因此，企业应考虑最佳方式来减轻这一影响，并确保为其在中国的客户提供最佳体验。
Salesforce 中国360愿景
为了帮助客户应对这些挑战，阿里云和Salesforce携手，在中国推出了本地化的客户360版本，帮助企业安心地在中国开展业务，确保满足本土市场需求。
阿里云上的 Salesforce CRM 和平台云
阿里云上的Salesforce销售云、服务云和平台云已经落地中国，由阿里云托管并在我们的基础架构上运行，让各类企业都能够充分利用Salesforce CRM（客户关系管理）平台作为其中国客户360战略的支柱。有了这些产品，在中国开展业务的客户得以借助一整套自动化和工作流工具，为其销售和服务流程提供支持。
中国市场的电子商务和营销
中国市场的客户互动模式与其他市场有着显著的不同。为此Salesforce专门开发了一套适用于中国市场的电子商务和营销产品。首款面世的产品是Salesforce 互联网关（Connected Experiences Gateway），包括社交电商（Social Commerce，一款Headless电商中台产品，旨在支持本地重要的线上销售渠道）和社交集成（Social Integration，支持CRM与中国本地生态的集成）。随着Salesforce核心CRM产品的落地，这两款产品将成为品牌企业在中国的客户360战略中不可或缺的部分，实现从互动和电子商务到销售和服务等各个接触点的全面整合连接。
*专为中国市场而调整：Salesforce和阿里云正在设计研发针对中国的产品功能，以更好地满足在中国运营的客户的独特需求。
特别说明：以上表格内容基于阿里云上的Salesforce初始版本，其中关于产品发布和功能增强的战略、预期或计划的陈述，因涉及多种不确定性，实际结果可能与内容存在差异。产品实际历次更新升级内容，请访问如下文档了解更多细节。
阿里云上的Salesforce CRM功能差异说明 - Summer'25夏季版
阿里云上的Salesforce CRM功能差异说明 - Spring'25春季版
阿里云上的Salesforce CRM功能差异列表 - Winter'25冬季版
阿里云上的Salesforce CRM功能差异列表 - Summer'24夏季版
阿里云上的Salesforce CRM功能差异说明 - Spring'24春季版
阿里云上的Salesforce CRM功能差异列表 - Winter'24冬季版
This document introduces Salesforce's China product strategy and outlines the set of features that are targeted for availability in the initial release.
Opportunity in China and Challenges Specific to China
Brands are constantly striving for innovation in this dynamic and fast-changing market. However, taking advantage of this opportunity is not without its own unique and specific set of challenges. Such challenges are faced by all enterprises that operate in China.
Regulatory
The regulatory environment in China, with respect to data sovereignty, is dynamic and continuously evolving. Regulatory frameworks such as the Cybersecurity Law (CSL), Personal Information Protection Law (PIPL), and Data Security Law (DSL) place significant restrictions on how Chinese citizen data should be handled and the consent dynamics needed in order to be able to process or store that information outside of China. As such, many companies opt to store consumer data locally and deploy their infrastructure within mainland China to ensure compliance with these regulations.
Unique Market Dynamics
The ways in which businesses engage with customers in China are fundamentally different. The Chinese 'Super Apps', apps that wrap multiple separate functions into a single experience, have changed the way that brands interact with their customers. These platforms enable unique shopping and engagement experiences through leveraging real-time one-to-one communication for both marketers and service agents alike.
Performance
China has unique network challenges as cross-region access can significantly impair round trip response times. Customers expect fast performance of applications and services, therefore companies should consider the best ways to mitigate this and ensure the very best experiences for their customers in China. While the opportunity of the China market is substantial, there are a unique set of regulatory and technical challenges that businesses face when operating in China.
Salesforce China 360 vision
To help customers address these challenges, Salesforce is bringing a localized version of the Customer 360 to mainland China in partnership with Alibaba Cloud, China's leading Cloud Computing ecosystem. This empowers brands to confidently onboard their services in mainland China knowing they'll have a service that can meet the local market needs.
Salesforce CRM and Platform Cloud on Alibaba Cloud
Salesforce has delivered Sales Cloud and Service Cloud alongside the power of the Salesforce Platform to China, which are now generally available. Running locally on Alibaba Cloud infrastructure, brands will be able to leverage the World's #1 CRM as the backbone of their China Customer 360 strategy. With these products available, customers operating in mainland China can leverage a full suite of automation and workflow tools supporting their Sales and Service processes.
Ecommerce & Marketing in China
The customer engagement landscape in China is materially different enough that Salesforce has invested in creating a separate set of China-specific commerce and marketing tools. The first product that was launched is Connected Experiences Gateway (CXG). It includes Social Commerce, a headless commerce product designed to support storefronts on key local channels. It also includes Social Integration that integrates CRM with local apps. By extending the power of Salesforce on Alibaba Cloud, CXG forms an invaluable part of a brand's China Customer 360 strategy, allowing a full and integrated connection across various touch points from engagement and commerce to sales and services.
*Modified for China: Salesforce and Alibaba Cloud are developing China-specific features to better align with the unique customer requirements of operating in China.
Important note: The table above is based on the initial version(V1) of Salesforce on Alibaba Cloud. Statements regarding strategies, expectations, or plans for product releases and feature enhancements involve various uncertainties, and actual results may differ from what is described. For details on the actual content of updates and upgrades over time, please refer to the documents listed below.
Salesforce on Alibaba Cloud CRM feature differences (Summer'25 Release)
Salesforce on Alibaba Cloud CRM feature differences (Spring'25 Release)
Salesforce on Alibaba Cloud CRM feature differences (Winter'25 Release)
Salesforce on Alibaba Cloud CRM feature differences (Summer'24 Release)
Salesforce on Alibaba Cloud CRM feature differences (Spring'24 Release)
Salesforce on Alibaba Cloud CRM feature differences (Winter'24 Release)