Salesforce.com CRM Software


 

The Salesforce cloud is the leader in on-demand customer relationship management. The system offers a broad suite of CRM applications for small, mid-market, and enterprise organizations, with a focus on sales and support.

Sometimes referred to just as "SFDC," Salesforce offers vertical solutions for the wealth management and financial services segments only, but its partner network (AppExchange) offers a wide variety of other industry-specific solutions. The applications are built on the unique Force.com platform, a modern architecture that provides increased flexibility and scalability to suit organizations of any size.

The Salesforce app has capabilities in sales management (its heritage), marketing automation, partner relationship management and customer service. These work together to help organizations manage customer accounts, track sales leads, conduct and monitor marketing campaigns, and provide service post sale.

Salesforce’s social media application, Chatter, allows for social networking and collaboration across the organization. For very specialized industries and organizations, the Force.com platform enables custom application development. Developers can gain access to the application development environment and access the tools and resources they need to design, create, and deploy a custom app for their organization.

Salesforce for Outlook allows users to synchronize contacts, calendars, emails and tasks in both places to reduce double entry. Because these capabilities are delivered via the cloud, this happens whether the email or task is completed in the office, home or during the morning commute. Check out the Salesforce.com reviews below for more information about how the tool effectively streamlines work in Outlook with advanced Salesforce contact manager capabilities.

CRM Salesforce solutions are available only for software-as-a-service (SaaS) deployment. Force.com is a secure and scalable platform for development. It provides a complete technology stack that covers database and security as well as workflow and user interface. Because all applications are deployed in the “cloud”, they can be designed, built, tested and deployed without the added expense of purchasing hardware and IT support.

You might be asking why Salesforce over any other CRM? Check out the Salesforce reviews below for anecdotes from real customers. Also, you can click on the orange "price" button at the top of the page for more information on Salesforce cost estimates.

This will vary depending on the number of users and needed functionality. Salesforce for small business allows users to manage an unlimited number of contacts, track sales deals, manage tasks and events, harvest Web leads and track performance with reporting. While the Salesforce enterprise edition layers in call scripts, team-selling functionality, business workflow, setup approval and automation, custom applications, advanced API integrations and more. 

This Salesforce overview was produced by Software Advice, which retains sole copyright.

 

Salesforce.com - Sales Cloud CRM
 
  • Salesforce.com - Sales Cloud CRM
    Sales Cloud CRM
  • Salesforce.com - Accounts & Contacts
    Accounts & Contacts
  • Salesforce.com - Analytics & Reporting
    Analytics & Reporting
  • Salesforce.com - Case Management
    Case Management
  • Salesforce.com - Email Integration
    Email Integration
  • Salesforce.com - Collaboration
    Collaboration
Supported Operating System(s):
Web browser (OS agnostic), Mac OS

712 Reviews of Salesforce.com

 

from CareerBuilder
Specialty: Software / IT
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Easy to use, great for global organizations

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Likes Best

Salesforce.com is an innovative CRM that is easy to integrate throughout an organization. It is easy to distribute message to teams all over the world and keep everyone on the same page.

Likes Least

Salesforce Chatter can be frustrating to search because you have to perform the search each time.

Recommendations

Highly recommended for anyone that has a large salesforce and wants to work with an innovative company.

 

from Hays Advisory
Specialty: Other services
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Implementation and Integration is all I know

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We are just in the implementation and integration stage. In our case, Salesforce, subcontracted to Mansa to manage the implementation. Mansa has been great to work with, and we have had a schedule, a process, and open communication to get this accomplished.

Likes Least

I wish that we could just copy another financial firm's setup and then make the changes that we want to make to the field placements, etc. This is kind of like building a house. You can do whatever you want. My problem is that I'd like to see some different blueprints of what others are doing to make a more informed decision about how to set my Salesforce.

Recommendations

I would recommend that you ask other firms in the industry who they use and what they think.

 

from Automated Business Products
Specialty: Manufacturing
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Average usability - management focused

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Likes Best

It does the basics. It tracks contacts and opportunities, and the basic reporting seems to work ok. On my phone I use the Classic Sales Force app, and it is fine for contacts, recording some activities and logging phone calls. And yes, it is convenient to have this accessible on the web from any device I may have on me.

Likes Least

The account setup workflow is not very good. Entering a new account with contact, activity and opportunity info is very clunky. You enter the basic account info- address, phone and whatever account flags but then you have to save the info and then go into Contacts. Then you have to go into Activities, then into Opportunities. This may sound silly, but when you are asked to do this for every account, the extra clicks are tiresome and inefficient. It should flow directly from account info to contacts to activities to Opportunities with minimal clicks and maximum efficiency. Again, one of those indicators that this is not focused on the actual user but rather the manager who wants reports.

The contact association is just awful. When you are in a specific account and enter an activity, there is a spot to associate a contact name with the activity. he "awful" comment is that if you input an individual's name in the field, and there happen to be similar names in Salesforce in other accounts, it will force you to look at them all and make sure you have the right name with the right account instead of limiting its search to the account you are in. This takes additional clicks and time thereby adding to inefficiency and time waste which is contrary to the point of this type of program.

The Contacts section is challenged as well. If you are in a contact within an account but now need to view another contact within that same account, it is not possible to simply move to a list of the account contacts and choose your next contact to work with. You must go out to the main account screen and then go back into the contacts section. Again, this is disappointing due to the inefficiency and lack of focus on the day-to-day user.

Another disappointment is the rigidity of the system. Specifically, there is no free-form To-Do list. Everything must be linked to an activity or event of some kind. While this is understandable to a degree, everyone (well maybe there are a few exceptions out there) has some to-do's that will fall into the free-form realm. So without it, the choice to simply find one more app to work with for those, or maybe use paper or a notebook.

Regarding support - I used to be able to call in and ask questions. That has now been changed and the last time I tried I was unsuccessful in contacting a human being on the phone. Very disappointing.

We sell copiers and equipment belonging to each account is recorded within salesforce. To get a report on the equipment related to a particular account is almost impossible to do. In spite of the claims made by Salesforce that if something is recorded in Salesforce then it can be reported on, i would say "maybe, sometimes."

Finally, I use the Salesforce classic mobile app on my Android phone. When looking up contacts it doesn't just pull up my Salesforce contacts, it access all of my contacts. It's very messy when you are looking for a contact in Salesforce.

Recommendations

Make sure you keep looking around. Just don't take Salesforce at face value due to the hype and their popularity. My opinion as a user is that it is overrated. It is focused more (based on my observations) on managers, not the actual end user doing their day-to-day tasks. This is what leads to the the inefficiencies within it and lower user adoption rates. Not just adoption though, but what I would consider full adoption where the end-users are inputting the data in full, not just in part because it takes too long.

 

from The Austral Group
Specialty: Education
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Salesforce review

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Likes Best

I like the ease of use. It's simple to learn and to train with. Salesforce is also fairly intuitive and good for novice CRM users.

Likes Least

The price is costly, and at times customer service is lacking.

Recommendations

Take into account what specific CRM needs you have, as well as the cost benefit.

 

from NewBrand
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

I don't know how you run a business without it.

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Likes Best

I honestly don't understand how you run a business without a robust CRM tool. Of course there are other options, but Salesforce.com always seems like the clear winner to me because of the apps and community that has been built around the platform. The integrations make it really easy to run various types of programs and automate a lot of tasks.

Likes Least

Leads and contacts gets me everytime. But this really goes back to the way various objects relate to each other, and how that puts limits on what you're able to do. I have never worked somewhere where the lead > contact conversion mattered. Instead, my sales teams would almost always prefer to see people under the account so they can quickly see the history, identify other people in the organization they should be talking to, etc. But even custom objects can be annoying because of the lack of relationships to other objects. This really goes back to reporting limitations.

The other issue is there's so many things you can do (which is good) but it makes compliance difficult. Your main users are sales and client services, but their management of activities in SFDC can eat up a lot of their day depending on how you implement and the rules you set up (so that you can get the reports you need). Ultimately I see SFDC as a tool for accountability and sales management/executive reporting. Depending on the business, an individual rep doesn't necessarily have a need for SFDC but the organization definitely does.

Recommendations

Understand how implementation works, and how much it's going to cost you. This is likely to be a real expense if you want to do it right. Invest the time in getting peopel trained.

 

from SteelBrick
Specialty: Software / IT
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Head and shoulders above the rest

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Likes Best

The UI and object structuring are super-intuitive for a user. Admin is very easy but also very rich, and the APIs make for easy integration.

Salesforce has set the bar for CRM and is in a class of its own. Despite Oracle's massive cloud push, it is still 5+ years behind and is likely the closest thing to a real competitor.

Likes Least

The search functionality is surprisingly sub-par. Also, the UI hasn't been updates in seemingly ages.

Recommendations

Unless you're absolutely cash-strapped, I think it's worth the investment to get the best CRM out there.

 

from McCourt Associates -A Wilson Learning Business Partner
Specialty: Consulting
Size of portfolio: Single user Portfolio size: Single user

Great system to get you organized

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As a long time user of Goldmine, I was extremely pleased with salesforce.com. The things I like best are:
- the reminders to keep me from forgetting to follow up
- the organization with individual contacts being under their company name
- the fact that I can easily attach documents and make notes
- relatively easy to import from spreadsheets

Likes Least

I wish it integrated with Outlook on Mac. This would save me several steps related to emails. Some of the set up is not entirely intuitive (need to go to help and customer support).

Recommendations

Go to YouTube and search instruction videos on Salesforce.com
One problem I experienced and fixed was the reminders. I would set them and they would not go off at the designated time. I started seeing a pattern when I looked at how many hours ago reminder went off and saw a consistent three hour difference. It's worth noting the default TimeZone for Salesforce.com is West Coast and I am on the East Coast. So you may have to adjust the time zone settings.

 

from ReleaseWire
Specialty: Advertising
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

I used SF to record prospect contact info and record sales progress.

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Likes Best

Contact info can be located in one platform, including importing contact info from outside data files.

Likes Least

It takes way to much time to feed this beast, just for the benefit of upper management. It's not intuitively helpful to those who need it most, the sales folks who are interacting with the buyers.

Recommendations

Find something other than Salesforce, unless all you want to do all day long is put in data, rather than selling what you're suppose to be selling.

 

from your green VA
Specialty: Consulting
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Salesforce Review

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Likes Best

The variety of reporting tools and the drill-down capabilities are a real plus.

Likes Least

The system can be overwhelming when you first get started.

Recommendations

Really evaluate what you're trying to do. If you just need to keep track of sales contacts then Salesforce might be too robust and have too high of a price tag. However, if you want to sync data between your CRM and other apps (like email marketing) in real time, then Salesforce is a fantastic tool.

 

from GoodData
Specialty: Software / IT
Size of portfolio: Single user Portfolio size: Single user

Everything I do in sales goes through Salesforce.com.

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Likes Best

It helps manage sales at every stage in the cycle and keeps the sales team connected and informed.

Likes Least

There's not much to complain about. Salesforce.com is one of the most valuable resources in my sales process. It helps with speed to insights and unifying information.

Recommendations

The full scope of capabilities of this product are well beyond my knowledge, so my advice is to get trained on the software. It will help you get the most use of its tools and insights.

 

from PlanSource
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Salesforce is not just for sales

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Likes Best

Salesforce is very logically structured - if you set it up the right way. It can handle not only the needs of sales, but also services and support.

Likes Least

It can be expensive to customize, and can also be a little complicated to customize - especially if you've got data already in the existing structure.

Recommendations

Salesforce is the gorilla in the space - if you're considering a CRM system, they should be on your list to evaluate.

 

from Gigamon
Specialty: Telecommunications
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Salesforce is a key to being successful in my career

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Likes Best

It is incredibly easy to access information like our Sales Rep list within each territory and specific accounts. It allows me see exactly where each opportunity at (Stage level) and review the BoM with the deal being offered to the customer. I am also able to pull a customer's account for serial numbers and work closely with Tech Support in assisting customers when needed.

Likes Least

There are imposed limitations that can make it challenging.

Recommendations

Make sure you are able to go through everything offered by Salesforce in order to learn how truly versatile it is, from Marketing, Sales, Technical Support, Helpdesk, Customer accounts and Sales Operations.

 

from PSMJ Resources, Inc.
Specialty: Consulting
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

A Great Product When Used Correctly

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Likes Best

I like the community sourced support and development. There's so much information on this product that if you have a problem, it will be solved reading the forums or asking the community.

Likes Least

Some functionality seems to be lacking (invoicing). Hopefully it will be addressed in the future.

Recommendations

Salesforce is the clear winner in any CRM debate. Keep your system simple and just have it be a CRM system, even though it can handle more tasks, you will be much more satisfied.

 

from BMC Software
Specialty: Software / IT
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Best CRM out there

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What's not to like about SFDC? It revolutionized the CRM world a long time ago, and it keeps blowing my mind. Everything in there is intuitive and precise for business users such as support agents or sales managers. Tying everything through campaign or any other tracking initiatives is easy, dashboards are intuitive and beautiful, really easy to put together and understand and reporting can be as complex as you want it to be.

Likes Least

Nothing at the moment. I haven't really found something that I could catalog as "not likable."

Recommendations

You can compare this to other hot vendors. My best advice would be compare similarities (as in bananas with bananas), then different aspects and weight it all in. SFDC usually comes in first.

 

from GoodData
Specialty: Software / IT
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Great CRM, Extremely valuable skill set to have on your resume

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Likes Best

I have been using it for about 8 years now so I am very familiar with features and functionality. Additionally, it is setup fairly intuitively for a B2B sales process.

Likes Least

Two things come to mind:
#1 running reports can be tedious. I am familiar with Excel and am a SFDC veteran, but still struggle at times. I highly recommend having a sales ops person to help out with this piece (especially for more complex reports.)
#2 is not necessarily a function of SFDC, but it can be difficult to get sales people to follow process and actually use it.

Recommendations

Out of the few CRMs I have used, it is the one which I am most familiar, so I'd recommend it (for a decent sized org.) It may be too much for a very early stage company.

 

from Profit Strategies, Inc.
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Salesforce.com is a great CRM product

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Likes Best

As a new SFDC administrator for my company's org and new to Salesforce in general, I was overwhelmed when I first started using Salesforce and was unsure how to progress my org's setup. However, Salesforce has an online community that is truly supportive and comprised of SF customers, consultants and SF employees; everyone wants you to succeed and wants to help each other out. It really has been a lifesaver for me, so if I cannot figure out how to solve an issue in my org, or if I cannot find an answer through Google, then I know I can post a question to the community or to a group and get a response from an MVP!

Likes Least

Salesforce has quite a few moving parts and pieces, so it does take some time, research, and willingness to learn to understand the intricacies, and even then, you will continually grow and build upon your knowledge.

Recommendations

Watch a demo, and ask an account executive to connect you with a similar-sized company so you can get implementation advice. Some companies consider hiring a consultant to help them get up and running with Salesforce; others depend on the Getting Stated Series group in the Salesforce Community.

 

from Profit Strategies
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Robust CRM

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Likes Best

Robust system that allows for full customization and streamlining sales/marketing process. It also integrates with our marketing automation software, Pardot.

Likes Least

Semi-outdated UI. A lot to learn. Sometimes difficult to get immediate customer service.

Recommendations

Do your research and product demos, but don't be oversold on something you do not need. Salesforce is a very robust system which could work well for you or be too much.

 

from Carahsoft Technology - Red Hat
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

I liked it but a little cumbersome

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Likes Best

The variety of reporting tools and the drill down capabilities.

Likes Least

The web page-based reporting is a little annoying. I'll set criteria, drill down, and then go back, but it doesn't save the previous criteria, so I have to resort after the drill down.

Recommendations

Learn all of the capabilities. Watch the videos, the guides, or even YouTube if needed. understand the power at your fingers.

 

from GoodData
Specialty: Software / IT
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Doesn't get any better than Salesforce

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Likes Best

It's so incredibly user-friendly and easy to customize. The vendor is obviously highly innovative, and the customer service is great as well.

Likes Least

There are still areas for improvement, the sales reporting being a big one. Additional volume can also be quite expensive compared so some of its competitors.

Recommendations

My recommendation would be do trial each software for a small period of time and get feedback from your team. This is a great tool, but there are pros and cons depending on each organization.

 

from TrackVia, Inc.
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Robust, comprehensive CRM with lots of integration

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The thing I really like most about Salesforce is its ability to integrate with numerous other apps. No application can live on an island these days, and as a marketing professional, I need other platforms for things like email marketing to integrate with my CRM. Salesforce has done a wonderful job of integrating with other products!

Likes Least

Salesforce can have a steep learning curve for most users. When I have had questions about the system, finding the right article in the knowledgebase has been akin to trying to find a needle in a haystack. I think this is one of SFDC's biggest weaknesses.

While I think that Salesforce is a good CRM system, the cost per user, per month can be high if you're really taking advantage of all of its features.

Recommendations

Really evaluate what you're trying to do with a CRM system. Are you simply using it for keeping track of sales contacts? If so, Salesforce might be too robust and have too high of a price tag. But if you want to sync data between your CRM and other apps (like email marketing) in real time, then Salesforce is a fantastic tool.

 
 
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