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

652 Reviews of Salesforce.com

 

from James River Petrol
Specialty: Energy
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Customer Relationship Management made easy

Ease-of-use

The implementation was a lot of work for my staff and me, but honestly, if you are a sales team that tries to swap out their CRM software, that is almost as drastic a change as a heart transplant.

Functionality

Its automation capabilities have been the most beneficial in my work. I make my specifications for how it should synchronize my sales, and it takes care of the majority of the work.

Product Quality

If there is a problem you find in Salesforce, you can submit an idea that you would like them to implement or change, and everyone who uses Salesforce can then go and vote for Salesforce to go create/fix it. That is a company who cares about what their clients want.

Customer Support

They are very good to their customers and have given me many opportunities to voice my opinion.

Likes Best

Just about anything can be assigned a tracking feature to better organize sales and how quickly they are handled and followed up on.

Likes Least

I wish the emails would not end up looking so distorted from what they looked like when I initially wrote them up. I have had issues with the format of the email once it is received by the recipient.

Recommendations

If there isn't an available feature that you need, chances are that you will be able to create a custom object in the program to meet that need.

 

from Starwood Hotels and Resorts Worldwide Inc
Specialty: Hospitality / Travel
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Account Managment

Ease-of-use

My account transfers are seamless, and my account history has been very accessible when I refer to them.

Functionality

I currently use it for contact management and opportunity tracking, and it has been very effective.

Product Quality

We have it working in three different divisions. I can say with confidence that it can work with any internal structure or system.

Customer Support

They have several avenues I can use to reach out for support. I have only tried the quick message with them, but it has been fast and to the point.

Likes Best

Salesforce has given me a snapshot of any client at any given time. I have been able to jump into any account when I want to see the latest activity going on: opportunities being discussed, communication, issues, etc.

Likes Least

I don't like the UI that is currently shown in Salesforce. Wish it were a little more modern looking.

Recommendations

I recommend it to others because of the various client-facing roles it offers.

 

from James River Petroleum
Specialty: Energy
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

SFDC has been very useful throughout my sales process.

Ease-of-use

I suppose it is easy to use. It hasn't caused me much trouble during my use with it.

Functionality

I like the sales strategies I have been able to incorporate into my work. It has both met my needs and improved previous processes.

Product Quality

It has never crashed or lost any of my work. It is a little scary working on it and then leaving without having an actual button to click and save like an office program, but it has never lost anything.

Customer Support

I have no experience with them.

Likes Best

SFDC has been an invaluable aid in my work. It has helped me find errors and prevent them from happening with leads. I have been able to act faster and more accurately with leads through the sales strategies provided by Salesforce.

Likes Least

My issues with the program are trivial. I would rather not list them for fear of embarrassment.

Recommendations

I would have to recommend what makes the program most unique: their idea community. There are many strategies shared in it that have proven invaluable.

 

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

Latin American Sales Development Representative

Ease-of-use

Some reporting processes are very hard to learn as a first time user.

Functionality

It aligns well with the needs of my company and my organization within my company.

Product Quality

The quality is high; the functionality can be difficult, though.

Customer Support

I've never had to use it before! Hard to judge as such.

Likes Best

The ability to input large amounts of rich data into one data source.

Likes Least

The overlap of data and inability to do in-depth searches of leads without accounts.

Recommendations

I would recommend for them to prioritize their main needs for a data management source, whether it be rich account data or ease of extrapolation.

 

from Google
Specialty: Other
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Pretty Good, with some reporting/analysis weaknesses

Ease-of-use

Pretty intuitive, especially as compared to other CRM systems, but I have a background in CRMs. Need more training materials for newbies and people struggling.

Functionality

The reporting limitations are the biggest issue for me.

Product Quality

Well-made for the most part, very little down time.

Customer Support

We've had great experience with our Salesforce rep; I haven't really used any online support outside of forums/groups.

Likes Best

Cloud-based, pretty intuitive platform.

Likes Least

The limitations in reporting, especially as it pertains to objects (ex: products object on an account). Also, the difficulties around reporting on objects not directly related (ex: activities related to contacts related to accounts - and being able to pull all the information associated, not just select fields)

Recommendations

Understand where Salesforce excels and where the limitations are. Also, be prepared to do some complex analysis outside of the system.

 

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

SFDC Review

Ease-of-use

SFDC is not intuitive. With a little training, however, you can work wonders.

Functionality

Meets all needs, with the exception of integrating all databases we use internally.

Product Quality

UX could be better, but overall, the quality is satisfactory.

Customer Support

Unsure. Maintenance is outsourced on my specific team.

Likes Best

SFDC is a great resource for tracking activities and keeping a database of all accounts for any salesperson.

Likes Least

SFDC, while full of great tools, can be slow at times.

Recommendations

Ease of use, speed, and analytical data crunching power is key.

 

from Astrazeneca
Specialty: Healthcare / Medicine
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Good for any company's sales strategy

Ease-of-use

There are pop up prompts that appear in relatively difficult processes that have always helped me get through them smoothly.

Functionality

It has helped make our sales approach more efficient and decreased poor service to our customers.

Product Quality

They listen to their customers and have created a software that seems to be the answer to any problem.

Customer Support

I have never called them seeking help for any of my issues.

Likes Best

It is constantly challenging me to rethink how I approach sales and how I engage with my company's customers in a better manner.

Likes Least

I don't like sharing all of my information and reporting it to management every day. It seems like the main goal of this CRM is that exact purpose.

Recommendations

Plan out all of the connections your company will want to make with Salesforce and how to strategically implement them at the start.

 

from Scentair
Specialty: Retail
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Not the standard setter it used to be

Ease-of-use

We tried making a coding customization, but it ended up being a nightmare. Since we have stuck with the preset settings for everything, it has made my work easier.

Functionality

I use it track inbound leads and forecasting sales, and it has performed very well in these categories.

Product Quality

It has an aging interface, and the unique features that once made it the front runner have now become standard in many other CRMs.

Customer Support

I no longer submit questions (it was too slow). I just call their support line. They advice people not to unless it is an emergency, but I do it anyways.

Likes Best

The Salesforce platform has allowed for better integrations with 3rd party products, so there is greater connectivity between all of my software.

Likes Least

The Outlook synchronization was great at the start, but now it has turned into a mess. It does not work like it did, and it is very difficult to update.

Recommendations

Avoid the customization. It is better to stick to the preset standards than to try and make a customization and seriously screw up the capabilities of the program. This will potentially prevent you from unnecessary costs and lengthy implementations.

 

from Textron
Specialty: Other
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Salesforce is powerful

Ease-of-use

It has become easier to use the more work time I put into it. I wouldn't say it is the easiest thing to pick up, though.

Functionality

It has helped us identify viable sales leads rather than the sketchy stuff salespeople normally have to weed through.

Product Quality

Salesforce has consistently put out great programs and apps. I give them a thumbs up.

Customer Support

I have not worked with Salesforce.com's customer support team in my time using Salesforce.

Likes Best

I love the scalability upfront on this software. I can customize the program to fit all of my needs: reports, fields, dashboards, and formulas.

Likes Least

There are too many fields that need to have information added to them when I am creating a new contact in the system. It is suffocating to try to cover and fill them all.

Recommendations

If you are looking for a simple project management program and you are a small team, Salesforce may not be the best option for you.

 

from Direct Energy
Specialty: Energy
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Marketing automation integration

Ease-of-use

I have to do quite a lot of clicking just to get to an edit screen. It should be simpler than that. Inline editing would make this way easier to use.

Functionality

It does well with everything I need it for. The mobile application does not meet all of my needs though.

Product Quality

I don't like the updates that are done 4 times a year, and the interface looks really cheap.

Customer Support

Their customer support is what you would expect from a large company. They're hard to reach.

Likes Best

I like their integration with various marketing automation platforms. I think it is one of the strongest traits. We have integrated Salesforce with Marketo, and they seem to work well together.

Likes Least

Their mobile application is joke. It is not very effective. It does not include everything I need to use on it.

Recommendations

I am not sure if I would recommend this to a smaller business. Perhaps Nutshell CRM would be a better option for those curious.

 

from ScentAir
Specialty: Retail
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Incredibly Powerful

Ease-of-use

If there weren't so many new products being rolled out, it would be easy because I would have only needed to learn one system instead of all the new ones I encounter.

Functionality

It does a great job with systems admin and sales administrative capabilities. It helps me delegate workload and oversee progress in a very efficient manner.

Product Quality

Their vast array of applications and updates is a lot to handle, but it is nonetheless very impressive to consider the work behind this.

Customer Support

Customer support is very knowledgeable and has successfully helped me on a few occasions.

Likes Best

It offers a lot of administrative capabilities that are innovative and very useful. Managing my team has been made a little easier using the extension app work.com.

Likes Least

I think they roll out their updates and new products too often. It is too much effort to keep up and re-learn everything.

Recommendations

Salesforce is a good fit for SMB or large companies. Be mindful of the type of Salesforce you contract to because they are different for the size of your company.

 

from RTN
Specialty: Retail
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

It has worked well for me.

Ease-of-use

It is not easy. Fortunately, we have an admin with a lot of experience using this.

Functionality

It works well with many different platforms. The most useful has been my Outlook information with the program.

Product Quality

Salesforce seems to always be releasing new features to help my work. I like that.

Customer Support

Customer support is just too much of a hassle to work with. They take too long to get back to you.

Likes Best

It takes no time at all to login to my account, from any device. Whenever I do login it has everything from my previous work automatically saved to it. Cloud software is a must in today's work environment.

Likes Least

Saving work via the cloud is the most unnerving thing. There are times I could have sworn I had done something on the previous work day, but it does not come up when I log back in. At least with a hard drive based software there is some more confidence in saving progress.

Recommendations

Make sure you have someone on your staff that knows what they are doing with this program. You will always have questions and it is much easier to refer to somone on staff than to Salesforce's customer service.

 

from ScentAir
Specialty: Retail
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Diverse capabilities

Ease-of-use

It is easy to use for me right now. It took a little while to learn everything, but that is typical of anything.

Functionality

Contact and client management is everything I put my efforts into. I need it for helping categorize and following up on new and existing contacts.

Product Quality

Salesforce is a very forward thinking thinking company. This is evident from new social media branches and innovative ideas forums available for all to use.

Customer Support

Their customer support group may be very good as well, but I would not know.

Likes Best

I have trouble keeping track of contacts and remembering everything about them that would be beneficial when I try to communicate with them in the future. I like the ability to bring up contacts by the date they were added as well as all of the information I had attached to their profile.

Likes Least

There is a delay in the calendar items whenever my Google mail and Salesforce account synchronize.

Recommendations

If you plan on going with this program, be prepared to do a lot of data entry for every new contact you enter. This program is smart enough to know that you will be needing more than a brief note every time you add a new contact.

 

from Uline
Specialty: Distribution
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Brief summary of my use with Salesforce.com

Ease-of-use

I have a long background in using CRM software. Salesforce's interface is not much different than the competitors, so switching over was not difficult.

Functionality

Salesforce has all of the capabilities I was using with ACT and a little more. It has helped meet needs I did not know I had (like auto-generated reports).

Product Quality

It has proven to contain more content with better accuracy than any other software I have used.

Customer Support

I do not have a reliable rating to give, as I have not called customer support.

Likes Best

I like using the best sales software available. I have tried using ACT CRM, but there was no automation, and it did not include marketing strategies with it.

Likes Least

I am not sure where I need to go to get professional training on using this program. I don't like the services for help that are offered.

Recommendations

Take a look at the help and training guides. This has been the only source for guidance I have had, but it has been invaluable. It has helped me learn to use the majority of features available.

 

from ScentAir
Specialty: Retail
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Very functional in a sales environment

Ease-of-use

Whenever I am not sure where to go with a certain procedure, I always go to the tutorial guide available and it has guided me through it.

Functionality

It covers all of a salespersons needs, contact management, sales tracking, and marketing. It is actually quite effective at all of those things.

Product Quality

I would argue that it is the best CRM cloud software available if the add ons are purchased as well.

Customer Support

I use alternate sources for answers whenever I have a question, not their help desk.

Likes Best

The opportunities overview has been the most useful to me. It has helped me keep track of pending deals and sales that could come down the road.

Likes Least

There are too many hidden fees with this program. Just about everything costs extra money. Only the basics are really covered by the contract.

Recommendations

Be mindful that many of their most unique tools will cost extra money outside of what is being paid for already.

 

from James River Petrol
Specialty: Energy
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Salesforce is a veteran of the on-demand CRM space.

Ease-of-use

Every now and then there is a change I want to make to the code of a function, but I am unable to figure it out. At that point, I just refer to outside help.

Functionality

It has a few more features than what are really needed, but it does what it does really well.

Product Quality

I had previously used ACT as a CRM program. The difference in quality is night and day. Salesforce has so much more to offer with the newest updates.

Customer Support

I have worked with one of their representatives, and they were helpful, but a little slow in their response.

Likes Best

I like how smooth the work flow process is. It seems like they have figured out the general steps sales people are taking these days to advance contacts in their progress.

Likes Least

I don't like how my boss can look into all of my work at any given moment. There's no privacy in the work place, which makes staff unhappy.

Recommendations

Study Java script and HTML before using it. Knowing these code languages will help greatly.

 

from Direct Energy
Specialty: Energy
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

I work with SFDC everyday

Ease-of-use

The step by step instructions and tutorials have been my primary reference in using it. It takes a long time to master.

Functionality

I like most that I can create digital profiles for all of my contacts and that it keeps them in the cloud so they can't be lost.

Product Quality

Just from the look of it, I would say it is outdated, but it works well enough for me.

Customer Support

I would not be able to rate their customer support, because I've never talked to them.

Likes Best

I like the communication channels that are available to everyone using the program as well as any contacts I have. I have been able to set up meetings with staff and leads all from SFDC.

Likes Least

When I was initially uploading my data to SFDC I lost nearly half of it in the transition. I wanted help from SFDC, but they wanted to charge me for the services to recover my information. I said forget it and had to salvage my info.

Recommendations

I have no recommendations for anyone other than to read my review and consider the points.

 

from Pro Agriculture (proag)
Specialty: Agriculture
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

A very good CRM

Ease-of-use

There is simply too much to work with to be confident in my ability to do everything correctly.

Functionality

They have moved beyond collaboration tools that require me to do all of the work to a more efficient and stress free method of automation.

Product Quality

Salesforce puts a lot of work into creating collaborative and productive live CRM environment. For example, their Ideas Page allows for a community of sales ideas to be shared.

Customer Support

The customer support is not very good. They are quite often away and leave the message "All of our agents are in training, please leave a message."

Likes Best

I like the report templates the most. The templates have saved me a lot of time and give me more time to work on client management.

Likes Least

I have had trouble importing my accounts and clients from other databases. The instruction does not include a guide on how to do it for commence.

Recommendations

I would recommend Commence CRM as an alternative if you are not able to afford this program. It has everything you would need from a standard CRM.

 

from Starwood Hotels and Resorts Worldwide Inc
Specialty: Hospitality / Travel
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

It has been very effective in marketing for me.

Ease-of-use

The customizable dashboard is a must if you ever want to find your way through all of the options. I only want to see a handful of items and access them quickly, and this feature has allowed me to do so.

Functionality

It is a cloud-based software and to some that is a red flag since it can only be accessed with an internet connection. With the higher end edition that I have I can access the program offline, which is a must because I am not always around wifi.

Product Quality

Salesforce costs more than its competitors when compared feature for feature, which is a negative, but at the same time it still offers a lot of under the hood reasons to go with it.

Customer Support

I get the 24/7 premier support, so I have never been afraid of not being able to get help quickly.

Likes Best

My Salesforce.com edition tracks Google AdWords performance within my database. Google is one of our primary advertising methods, so it is important that I can keep a close eye on it.

Likes Least

When brining up my tracking pipeline, it sometimes omits data I had entered the moment before.

Recommendations

The Salesforce.com editions are geared toward larger businesses, not smaller ones. Although it will work with a small business, I really don't see it being very cost effective.

 

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

Great for sales management but not for a small companies

Ease-of-use

There really isn't too much needed to operate this software, just a background in sales.

Functionality

The smaller package I use does not offer marketing capabilities. It does do sales tracking very well for me, however.

Product Quality

I did not give this the best rating, because it depends entirely on the package being used. If it is a higher-end edition then it will have anything and everything you could need. Not mine.

Customer Support

I have to submit inquiries to get answers from their customer support, and they aren't always quick in their response.

Likes Best

The analytics cloud has given me the advantages of data driven decision making, something that in a modern business does not always incorporate.

Likes Least

The lower cost package I use lacks basic functions that other CRM programs offer for free.

Recommendations

If you are a small business, they recommend buying a lower cost package. But to be honest, you would be better going with another CRM program that offers more than their lower end packages.

 
 
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