Who Uses This Software?

With Salesforces multi-tenant cloud computing model we can serve the needs of companies of all sizes, in any industry. Our customers benefit from a shared main framework, while maintaining privacy.


Average Ratings

7555 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $25.00/month/user
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Salesforce
  • www.salesforce.com
  • Founded 1999
  • United States

About Salesforce

Sales Cloud is a customizable CRM platform that grows with you. Get real-time customer information and activity in one place, plus insights with dashboards and reports. Connect to thousands of business apps to extend your CRM to every department. Or choose Salesforce Essentials for small businesses to manage customer relationships and grow faster. It's easy to set-up, easy to use and grows with your business. Use customer insights to prioritize intelligently and spend your time where it matters.


Salesforce Features

  • Client Tracking
  • Contract Management
  • Forecasting
  • Project Management
  • Quote Management
  • Sales Management
  • Scheduling
  • Time Management
  • Activity Management
  • Appointment Management
  • Contact History
  • Contact Import/Export
  • Customer Pipeline
  • Email Marketing
  • Group Management
  • Lead Management
  • Prospecting Tools
  • Search / Filter
  • Shared Contacts
  • Nomination Tracking
  • Program Notices
  • Reference Usage Tracking
  • Reward Distribution
  • Search
  • Calendar/Reminder System
  • Document Storage
  • Email Marketing
  • Internal Chat Integration
  • Lead Scoring
  • Marketing Automation Integration
  • Mobile Access
  • Quotes/Proposals
  • Segmentation
  • Social Media Integration
  • Task Management
  • Territory Management
  • Auto-Dialing
  • Call List Management
  • Call Recording
  • Campaign Management
  • Dashboard
  • Data Management
  • Lead Capture
  • Lead Distribution
  • Lead Scoring
  • Performance Management
  • Activity Tracking
  • Campaign Management
  • Lead Capture
  • Lead Distribution
  • Lead Nurturing
  • Lead Scoring
  • Lead Segmentation
  • Pipeline Management
  • Prospecting Tools
  • Source Tracking
  • Call Center Management
  • Campaign Management
  • Contact Management
  • Customer Support
  • Document Management
  • Email Marketing
  • Interaction Tracking
  • Landing Pages / Web Forms
  • Lead Management
  • Lead Scoring
  • List Management
  • Marketing Automation
  • Product Catalog
  • Project Management
  • Quotes / Proposals
  • Referral Tracking
  • Survey Management
  • Territory Management
  • Bills of Material
  • Financial Management
  • Inventory Management
  • Logistics Management
  • Manufacturing Execution
  • MRP
  • Product Configurator
  • Production Scheduling
  • Quality Management
  • Quote Management
  • Safety Management
  • Traceability
  • Cataloging / Categorization
  • Customer Service Analytics
  • Customer Support Tracking
  • Email Response Control
  • Knowledge Management
  • Live Chat
  • Performance Metrics
  • Search
  • Self Service Portal
  • Campaign Management
  • Client / Property Matching
  • Contact Management
  • Customer Segmentation
  • Dashboard
  • Email Marketing
  • Lead Management
  • Property Alerts
  • Referral Tracking
  • Collaboration
  • Contact Management
  • Content Management
  • Document Management
  • Goals / Quota Management
  • Lead Management
  • Meeting Management
  • Performance Management
  • Presentation Management
  • Proposal Management
  • Territory Management
  • Training Management
  • Call Management
  • Campaign Management
  • Channel Management
  • Commission Management
  • Contact Management
  • Contract Management
  • Customer Database
  • Email Marketing
  • Field Sales Management
  • Lead Management
  • Opportunity Management
  • Performance Metrics
  • Proposal Generation
  • Referral Tracking
  • Sales Forecasting
  • Territory Management
  • Competitor Analysis
  • Correlation Analysis
  • Dashboard
  • Dynamic Modeling
  • Exception Reporting
  • Graphical Data Presentation
  • Modeling & Simulation
  • Performance Metrics
  • Sales Trend Analysis
  • Statistical Analysis

Salesforce Reviews Recently Reviewed!


Capterra-loader

CRM? Client Database? Candidate Tracking System? Well, Salesforce is the man!

Aug 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Salesforce powers both our business development, sales, and recruiting efforts in our company. Salesforce makes it easy for us to know what is the last stage of a candidate, what are the next steps he needs to take in his candidacy for a single position, and also if he has already been talking to someone else in our company.

Salesforce also makes it possible for us to know what was the last message we sent out to a single candidate or client. It is also great in terms of establishing relationship because we can customize HTML emails as if we are sending a tailor-fitted email to a single person even-though it is just an email blast.

It is great as well in terms of driving sales and business development effort. We can keep track of the cadence of each possible client, and we can also indicate if they are set for a phone meeting or in-person meeting with our higher ops. The chatter is also great, and from time to time Salesforce gives us a snapshot of what we have done and what we are doing.

Cons: I really don't have a lot of bad experience with regards to us using Salesforce. Maybe one thing they can improve on is how their technical support works. Sometimes they are not that helpful, and they are not that trained enough in resolving each person's concern.

Overall: Salesforce is a great tool in managing clienteles and candidates. It is great in terms of managing client and candidate relationship and gives the ambiance that they are talking to a real person without sacrificing too much time. You can also open it everywhere - on app, laptop or computer because all you need to do is to download the mobile version and you can access it using any browser.

Salesforce Customer Service

Aug 06, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money

Pros: The software provides excellent end to end sales support from initial leads to closing sales and managing the full process during production. If you take the time to set everything up from the start in the right way it will pay dividends in the future. There are too many best features to pick out but the powerful reporting is excellent.

Cons: The downside to Salesforce is the cost and lack of 'any' customer service once you have signed up. In fact, I would say that this company has provided one of the worst experiences I have had in 18 years of running my business. Having agreed a 5 year contract with them I wanted to add 2 additional users as my team grew. Once signed nobody received any notification to say this was now set up and ready to activate. Not an email, phone call or anything. Two months later I started to receive very demanding emails for late payment of an invoice. I spoke with an account manager who told me that I had to pay for the additional users whether they had been set up or not. I explained that I hadn't been shown how to do that or even told that they had been activated. I was told that was not heir problem. I have since received no further correspondence despite being told they are looking into it. Salesforce has now been switched off for ALL our users even though all other users are paid up to date and I am still awaiting a response from the accounts team at Salesforce. I was finally given access instructions on 20th July 2018, but Salesforce are demanding payment from May. If I was looking into a CRM again I would avoid Salesforce altogether and use another CRM simply due to their shocking customer service. Big corporate company with no time for small businesses!

Overall: Sales CRM system provided by a large corporate company that doesn't care about its customers. I would never recommend this company and suggest they are avoided wherever possible.

Capterra-loader

A robust CRM that helps you manage your customers, track your performance and grow your business.

Jul 31, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I really enjoy how customizable Salesforce is, you can completely tailor each section, such as your page layouts for leads, contacts and accounts to display the data that matters to your business. The software allows you to create new fields, organize them how you'd like and even create automation tools to trigger workflows and email alerts based off of your entries. Outside of the native Salesforce capabilities is a massive app store called the appexchange that allows you to connect your environment with services such as MailChimp for marketing emails, DocuSign for executing contracts and more. Salesforce is not always simple but once it is understood it can be manipulated to fit any businesses needs. We love the report feature because we can pull information on all fields that matter to us in each section (tab) of Salesforce to measure our performance. If your reports often have a defined criteria and date range you can easily schedule email alerts to receive without having to pull manually.

Cons: The customer service is bad. Unless you are looking to upgrade your account somehow or purchase a new product you wont be able to contact anyone. You can purchase the customer service package but it is an additional amount. The package allows you to contact customer support via phone - without it you will need to submit a ticket which sometimes takes over a week to resolve. In my opinion no one should have to pay extra to receive quality service for a product they own. Additionally, Salesforce offers customers the opportunity to request fixes/updates to the service and vote on top priority items. I've seen these items often times sit in the queue for 3-5 years. When it's a change that the majority of your customers are demanding there needs to be some priority to that! I think some advice I'd give to Salesforce is to do a better job at not only pushing out new products but ensuring that after they are pushed out they are continuously being monitored and improved , not abandoned. We purchased Pardot three years ago and found that to be a huge mistake because it seemed to be abandoned by Salesforce as the moved onto Marketing Cloud and other ventures. There have been no improvements to Pardot (a Salesforce product) in the last 3 years - it has remained exactly the same even with all of the suggestions provided by customers. We also tried Quip (a Salesforce product) and found it to be similarly undone so decided not to go down that road again.

Overall: A hub for organizing our customers and tracking our performance.

Capterra-loader

Best CRM in the market, without question. Learning curve to administer but well worth it

Jul 30, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Customizable - allows organizations to track anything and everything
Automation - easy to build workflows to automate repetitive tasks
Security - can control access to fields, records, or entire objects by user type. Access and security are vital and easily maintained and deployed
Innovative - Salesforce is consistently voted one of the most innovative companies in the world. Quarterly releases are packed with new features to support users and administrators
Community - the Salesforce community is incredible. Find answers from other users and administrators through Salesforce's gigantic communities.
Equality - Salesforce is a champion for equality and equity for all. It is important that we are partnering with a company that views equality as a core value.
Philanthropy - Salesforce has been committed to giving back since it was founded. Again, sharing the work with a partner that has strong values is an important business lever.
Training - hours and hours of free training exist at the click of a button. ANYONE can learn to administer Salesforce by using Salesforce Trailhead, their online training module.

Cons: Can be difficult to use and learn, particularly for administrators. Maintaining documentation is vital and is left to the organizational administrators without much advice from Salesforce. All the possibilities can be overwhelming for new users and administrators.

Overall: Automation of common tasks saved us time. Documenting conversations and tracking new data gave us the ability to work with the right person at the right time. 3rd party apps were easy to find and integrate into our business processes. Saved time by building drip campaigns during the recruiting process. Adding new fields meant we could be agile in implementing new ideas and pilot projects.

Capterra-loader

Jack of all trades in the CRM world, yet, imperfect and expensive.

Jul 27, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: It's a very complex and versatile piece of software, there's a lot to like about it:

- it can be used for Sales and Service
- it is cloud-based and can be used by teams scattered around the whole world
- it can be customised to suit all business types, from selling companies to clinics etc.
- it has a very rich marketplace, if you did not find what you were after baked in, you will probably find it in the AppExchange
- it has a lot of integrations, e.g. email, CTI
- it is cross-platform, you can use it on phones, tablets, MacOS, iOS, Android, Windows, Linux
- it is very secure and has a very granular security options
- you have access to all your data, you can export raw data anytime you need it for security and migration purposes
- it has an insane deal of automation, you can apply a lot of automatic jobs, workflows, processes that will automate your daily tasks, allowing you to focus on the most important tasks for your business cutting down on the admin for the regular users

Cons: - first of all, it is quite expensive, on the other hand, building and using an in-house CRM can be even more expensive, before purchasing, however, make sure if you need all the bells and whistles, as you might just as well get a competitor's CRM that will suit your needs and will be cheaper
- complexity has its price, to configure all of this, you will need a bunch of well trained certified and experienced admins, employing incompetent admins will expose your business to unnecessary downtimes
- competent and experienced admins, on the other hand, are also very expensive and not necessarily easy to find
- Salesforce can be very fragile to changes, making a small change can sometimes cause a chain reaction immobilizing your business, every change has to be thoroughly tested in Sandboxes

Before deciding to use Salesforce I recommend doing a research to make sure your business will benefit from Salesforce's features. It is a great tool and can really help your business provided there is a good justification. Otherwise, you might be better off with something simpler.

Salesforce

Jul 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Overall Salesforce has always proven to be a solid platform that is well thought out and extremely flexible. The addition of the Process Builder and it's ability to create records increases an admin's ability to meet the needs of their company without them needing to be a code monkey. The power that this alone puts into the hands of admins and companies is a game changer. Add to it the ability to create custom objects, fields, reports, the AppExchange and well, everything else, Salesforce has been and will continue to be my recommendation for any company to use that is looking for a CRM.

Pros: Salesforce has been honing their product for several years and it shows. They've taken the classic environment about as far as they can and have been making great strides in their new Lightning UI. The flexibility and ease of use of Salesforce, for any user regardless of position or responsibility, is amazing. The reporting ability of standard and custom objects allows all areas of a company to manage individual departments or areas of the business effectively and efficiently because all of the data resides in one place. The addition of Quip to the Salesforce family only enhances the already amazing experience of the force.com platform.

Cons: The biggest issue I have with Salesforce currently is the Lightning UI. Sales teams seem to love it which is great, however, I have yet to meet a Salesforce Admin or even consultant that lives in the Lightning UI unless they are required to. From an admin standpoint, the UI is slow and you have to look in various tabs to find all of the data we could previously find on one page. The lack of contrast of colors on the pages makes it difficult to read. From a functionality standpoint, there are features in classic that admins fought hard to get that Lightning is now lacking. 2 examples of this are the lack of ability to clone an opportunity with products and Lightning for Outlook's inability to attach an email to multiple opportunity records. Admins once again have to vote for these "ideas" on the IdeasExchange when they were already part of Classic and Salesforce for Outlook. These are not Ideas, this is existing functionality that needs to be brought back.

Salesforce is an excellent tool to manage your work platform but not as excellent as CRM.

Jun 25, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We are using excel before to manage our candidate tracking system. However, we had a lot of bottlenecks with excel since we can't track real-time how many outreach we sent to the candidates, what are the roles we offered to a single candidate, did we process the candidate before for other roles, and if the candidate has already established a personal connection with the firm. Salesforce made it easy for us to utilize their platform to make building connections with candidates and clients easier.

Cons: Overall Quality
- Downtimes are lessened. However, considering that it is a paid subscription, downtimes should be close to nil.
- It takes time to upload candidate's resume. We use Salesforce to manage our candidate tracking system, and when we upload resumes, it takes a lot of refresh and more than 8 minutes so that it will show up in our database.

Customer Support
- Whenever contacting Salesforce customer service via the messaging app on Salesforce itself, they can't provide a perfect resolution. Worst, they are not capable of resolving our concerns.

Ease of Use
- At first, we had a lot of bottlenecks but as we grow and as we add more functionality to our customized Salesforce platform, it became easier for us. The only problem is that Salesforce team can't provide concrete suggestion or recommendations that will make our lives easier. We need to devise a plan or added functionality within the org just to resolve our concerns.

Value for Money
- We are paying per user. Quite cost-sufficient. They just need to work on with their functionality downtimes and improve their customer experience.

Features & Functionality
- It is ok, but they need not wait for suggestions from the client's end - always! They should be proactive in recommending functionalities that will work on the client's end. They need to internalize what we (client) need, and offer solutions.

Overall: It made our recruitment easier, faster, and building connections seamless and effortless.

Salesforce is excellent piece of software but has a steep learning curve.

Jun 11, 2018
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This software is great at displaying information about customers accounts and having it set up so multiple departments in my company can all work at them in different ways with out conflicting with one another. It is very detailed in the information that it displays. Everything is time stamped and is displayed with the users that edit it. Salesforce integrates very well with the other proprietary software we use. It also is very easy to search within Salesforce for more information. for example, It does not matter if you search "Street" or "St." when searching for a customers account you will still find the same information in the search. I like how easy it is to upload documents to Salesforce. I can do it from my computer at work and do it in all of the different categories that our company uses for the different documents we use. After uploading them you can also edit the title and the category at any time from within the list of attachments.

Cons: There are some things I dislike about this program. For example, attachments populate with customers names in the title, but if you attach a document that has a symbol in the name like Mc'Mullin then the attachment on will upload corrupted and you wont be able to download or open them until its uploaded without any symbols. The attachment queue often gets backed up and it may take a few hours for contracts to be uploaded to the account. Though it is excellent at displaying a lot of information it displays it over multiple pages. It is often very difficult for new employees to figure out where all this information is located and can take several months for them to become proficient and find information on their own.

Overall: Lots of information and easy to find accounts. The benefit of finding lots of detailed information about customers and the process of their accounts.

SalesForce is amazing generally at what it does, but can be difficult to adapt to specific needs.

May 20, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Salesforce does everything. It presents you with powerful tools to run reports, create dashboards, and search for info (accounts,leads, contacts, etc..). As far as managing customer-facing business, financials, acticity, contracts, etc... It's the best. And for the most part if Salesforce can't do what you need specifically they probably have a third-party provider that you can plugin ala Zuora.

From a user perspective it's very easy to get granular with data you are trying to explore and present it in a number of ways. Figuring out there reporting and dashboarding tools makes it extremely powerful.

Cons: Salesforce is generally great, but being a best in class CRM for general purposes means that certain specific needs of one company might not always be met. It's their challenge for sure (kind of like a POS). Lots of different use cases all generally falling under the same category.

Besides that the only cons I have are sort of nitpicky day-in-day-out stuff. It takes too many clicks to say log a mtg or update someone's status. A sales operations leader of mine one time did an analysis of how many clicks within salesforce a rep makes in a day and the number was staggering.

Reporting on leads and contacts together is also kind of a pain and sometimes impossible.

Overall: At the end of the day even though I complain about salesforce it makes life easier when you are part of a sales organization. You have access to all records associated with a particular account. You can track lead history, marketing engagement, lost opps, and just about anything else you'd need to know.

Our company has been using Salesforce for around 2 years now and I can say it served our needs well.

May 14, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: A platform that offers sales management, customer service, marketing automation and partner relationship management. It is a c cloud-based CRM solution, Salesforce gives you anywhere, anytime, access to your business data, even from mobile devices. This platform helped us streamline our process and logged our conversation with each of our clients/candidates keeping track of the discussion history and knowing where we left at. It has a good contact management system that allows the users to store a lot more information like account/client details, addresses, other available information which allows a good account info overview. The Dashboard is customizable and can fit to what their client needs and requires for the specific process. It's an easy to navigate software especially for those who had been into cloud-based platform before.

Cons: The complexity of its features sometimes are not being exhausted/maximized by small-scale businesses and could get overwhelming at times. Pricing may be a bit high for a small company especially if they want something that is more customizable. For our team, it took us a while to navigate the platform fully and think of was on how to customize the platform based on our needs. Knowing what is already available for us and what can be considered for the future is something that we get to deep dive over the course of months and a lot of collaboration and dicussion with the team. Reporting issues might be a bit hard in terms of knowing who is responsbile for certain technical glitch if its Salesforce folks themselves or some app that links to it.

Overall: It keeps good track of our candidates and clients discussions over a period of time which helps us get back from where the last conversation had ended. A good account information as well with 360-view of information. Tools operate much of some famous social networking sites and could be considered as an easy-navigating platform.

Capterra-loader

The Great CRM Tool SalesForce

May 05, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: SalesForce I believe drives our clients sales and track each and every sales person's goals and bookings. As a tech support engineer one of my responsibilities is to support SalesForce users with any issues that occur. As a front end user, features that i like about SalesForce is the ability to enter a specific booking, tracking the revenue of that booking and all bookings entered by a salesperson, easy to edit changes of any existing group, an announcement page that lets me displays the messages that i enter them, and so much more. Moreover, one of the main features that i like about SalesForce is the customizeable dashboard; once logged into SalesForce , the tool's dashboard gives me a detailed view of how a specific hotel's revenue is performing, and also provides detailed summaries of a customer's data and other relevant statistics.

Cons: One of the biggest downside of SalesForce is the password expiration duration; as a salesperson i keep having to entered a new password every 30-45 days or so, I wish there was an option to extend the duration of the password expiration. I know it is a security protocol within the system itself to recreate a new password for any user after 30-45 days.

Overall: The benefits that i get from using SalesForce is the ability to track of my salespeople data entry of all the bookings, sales statistics within my region, and so much more. Moreover, from SalesForce i can email a customer directly verifying the reservations entered in the system are correct or not, as well very easy to make changes of an existing reservations, adding and remove multiple properties withing my region, and exporting daily revenue data to my revenue management company . SalesForce i believe drives our business to have the ability to track and generate more revenue, and determine where more resources are needed to increase customer satisfaction. I encourage anyone in the CRM business t o utilize SalesForce .

Capterra-loader

My experience is positive regarding this software because it is very practical and offers security

Apr 29, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: One of the aspects that I value most about this software is the possibility it offers me to work from anywhere. My work demands to travel continuously and the fact of being able to access the cloud from any laptop, tablet, smart phone or table computer and sharing information and tasks with my co-workers is very positive. And the best thing is that this software gives me total security that others do not guarantee me. Knowing that my data, my projects and my documents are well protected, generate me a lot of confidence, so I totally recommend it

Cons: Although it is a very powerful software, its use is sometimes complex with respect to the tools to segment and automate my marketing campaigns since working with well-defined social strata in the communication area would be a great collaboration to do it from the same software and not manually Simpler steps that allow processing all the information and then classify it. It would be very helpful because of the complexity that sometimes is made for those who are beginning to use this software.

Overall: I must say that this software has given me several benefits starting with the price-product ratio. The cost is low if we consider how powerful the software is. In turn, the savings in time and money that means being able to work from anywhere is something very positive. Sometimes I travel outside the state and the fact of having this work tool prevents me from having to buy a ticket, take a plane and return to a meeting. Simply from any platform (in my case a laptop) I can sit down in the lobby of the hotel where I am staying and share documents, modify them, work online with my project colleagues in the company and the other companies that make up the institution for which I work. This product has simplified my work and my life. I owe him 3 promotions since I usually excel in the assigned projects. My experience has been very positive in that sense and I have a lot to thank for this product.

Capterra-loader

I have found the SalesForce Platform to be robust beyond all possibilities. No match.

Apr 24, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Form many years we used another CRM - that was just that - a CRM. Salesforce has become a platform capable of infinite applications and integrations. It requires an investment in funds - and yes - time. But anything of high-yield does. Key - is securing a solid company for the customization Salesforce Corporate does a fine job connecting with the best. I frankly am shocked that in today's world many organizations are still operating without robust CRM and synchronous applications. I would suggest to those about to embark on this - GO WITH SALESFORCE - the leader and don't waste precious time going through all kinds of demos with others. Bottom-line - Salesforce is ahead and keeps ahead and will continue to do so. This greatly lessens your risks, Just make the move then make the commitment to optimize the core capabilities.

Cons: It's an odd thing - but - what like least is; far too many capabilities. One can be overwhelmed and fixated on constantly wanting more. So - there's the good news - a company will probably never be able to keep up with the options available - it will never be limited - therefore Salesforce is aspirational and helps to drive growth. I believe the company will never stop keeping way ahead of what customers or prospects want. Just advise to master the basics and then progress.

Overall: Absolute enterprise situational awareness. We operate in a high-criticality, high-consequences, high-reliability industry; Critical Medical Aviation. We must be aware of a wide range of matters and be extremely well-synchronized in our efforts - aviation, safety, logistics, customer focus, innovation, marketing, communications, professional-development, succession planning - all these and more are managed across the Salesforce Platform. Our industry is responsible to provide individuals with the highest probability of a positive outcome when their survival is at high risk. The Salesforce platform is virtually on board each flight.

Justifying high dollar prices with tedious features and extensive training to use

Apr 09, 2018
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Comments: Over-priced, too much detail, not user friendly or intuitive. Wrong incentives. This app manages to do more than any other CRM and simultaneously prevent you from doing more than any other CRM out there. If you want your reps to fake activity to satisfy your unnecessary reports that you'll feel the need to generate to justify the enormous cost of this software, then you're in the right place.

Pros: I suppose if I were a President of Sales for North America Region for a multinational corporation, maybe I would want to use Salesforce. At some point, I will bet it is more secure than other CRMs, I just can't see that mattering very much to a small business. At some point, I would imagine that I would want to be able to show a board of directors all of the "helpful" information that can be tracked via this CRM. I just can't see any of that mattering on the level of directly managing sales reps, or even managing their managers. If your sales department costs you millions of dollars in operating costs, then this kind of expenditure is probably justified for security and data.

Cons: I truly see no reason to track all of the things this software tracks. It is tedious. Entering even a single new prospect is so time consuming and takes so much training to learn to do, that I can literally train someone to sell and watch them sign a new client before a rep has learned how to properly enter leads and track a pipeline in Salesforce. I've worked at a corporation that used Salesforce, as well as a small business. In both cases the employer spent so much on their CRM that it incentivized the employers to run weekly meetings with reps about the number of entries into the CRM that they made. Let that sink in. The job the reps are hired to perform has now become one of data entry rather than sales. In both companies, the minute the manager left the room, reps explained to me how to fake entries in order to keep those numbers up. "I like to log around 90 calls before noon, then take a break so no one gets suspicious." -This is an actual quote from an inside sales rep I trained with at a corporation who used Salesforce. Now, one could argue that was poor management, and not a poor CRM. It's true that Salesforce does what it says it does. You can generate some very detailed reports about your team or individual reps. You can store a ton of information. At some point though, it does too much. It asks too much. It changes the very nature of the sales rep's job into one of satisfying CRM requirements to justify one's job rather than selling. It is, despite it's bells and whistles and presumably unmatched development budget, still not as intuitive as other CRMs. I would rather train a rep on their CRM in an hour and get them into the field or on the phone to talk to prospects than train them for a week on the CRM before they talk to a soul. In the time I'd spend training them and answering questions, I could generate my own more detailed reports if they were truly necessary. I assure you, they are not.

Capterra-loader

Salesforce is the premier CRM in the market, and this platform offers the most ROI.

Mar 21, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like all of the automation and customization available with Salesforce. It is great having access to a tool that is capable of taking so much of the human decision out of the equation so that the team members can focus on their responsibilities and allow Salesforce to do the heavy lifting. If can be tiresome to try to always remember what needs to be logged/updated when and where, and Salesforce makes reporting compliance easy for any team of any size. Customizing it offers great value as well, as there are numerous departments in every company, and we all would like to use Salesforce differently. I get to have layouts and processes that match my team, while not being bothered with those of other departments.

Cons: What I like least is that Salesforce has sub-par support. There is a lot of complexity to their platform, and because of that, a lot of questions arise. The team at Salesforce, even if you pay for premier support, is not all that responsive or helpful. There is a lot that they themselves don't necessarily know and maybe have to track down the appropriate internal resources to get the answers. Another thing is that Salesforce seems to neglect very important features requests from Salesforce Ideas posts. Clients are offering their feedback and suggestions firsthand, but certain requests that would benefit every company (such as being able to sort reports by more than just a single field) get left in the dust for UI updates to try to wow or entice new clients. Salesforce definitely has a direction of its own, and although they do build new and helpful aspects to the tech, you are on their wagon wherever they choose to pull it.

Overall: This helps my and my team realize more ROI by helping automate and report on what is necessary for us to keep recorded in CRM. The laborious tasks that team members hate dealing with can be taken care of by the Salesforce platform itself, causing less friction with management and 100% accurate reporting in CRM.

Salesforce helps me keep track of my progress as an employee and offers transparency as to what I can do to improve my processes and learn to succeed to higher degrees and frequencies.

Pricey, but worth it! Helps manage project and client progress and deadlines so you move forward.

Feb 27, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Very customizable! With a good admin, you can set up Salesforce to collect, display, and track exactly what your team needs to know, with customized levels of visibility and access. I've used Salesforce for healthcare clients all the way to public school clients - Salesforce helps make sure that any client or contract can go from a "potential" to a reality by helping keep track of communication, notes, deadlines, and where projects are stagnating.

For teams and execs who don't have time to drill down into the details, the ability to customize and create reports with graphics is fantastic. You can create a snapshot of where members of your sales teams are at (profit, conversions, potential money on the line, number of stalled projects, etc.) - a great tool for motivating your team and helping decide where to invest your energy.

If you don't have time to run reports every day, you can customize your home screen to automatically see the follow-up reminders, graphs, and data that's applicable to your position and your priorities.

Cons: Salesforce's customization options simultaneously can be its best and worst feature. If your admin doesn't set up required fields, report parameters, and access settings, Salesforce can be an absolute nightmare for everyone on the team. If something feels "clunky" or "broken," it's probably in your settings, and not in the software.

Overall: Salesforce really helps make sure that nothing slips between the cracks. It provides a single, organized location for everything from personal notes about potential clients, to the ability to track potential profit.

Extremely dissapointed and frustrated

Feb 27, 2018
1/5
Overall
3 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: If you are looking for a good project management platform, this is not for you. Maybe this works for people who deal strictly with sales, but every single other aspect of this product is severely lacking and it is not nearly worth the amount of money you would need to invest to get this working like you want. Watch out for licensing scams too, because they will easily lure you into a 3 year contract you can't get out of with licenses you can't use, and you will be stuck having to pay even more to upgrade those, and to pay even more for all the third party apps to actually provide usability for the product.

Pros: The demo the Salesforce reps presented made everything look nice and easy to use. But that is about all it did. Realistically, the only Pro of this program for our company was the integration between Quickbooks and Salesforce.com, and we are having trouble getting even that part to work.

Cons: First off, Salesforce has two current user interfaces, classic and Lightning. The Classic interface looks like it was made in 1999. It is not at all visually appealing. Every single aspect of the process requires multiple repetitive and time consuming steps (for example, to access a Project Task, you would first need to go to "Projects" tab. You have to then hit "go" or otherwise all the projects would not show up. You find your project, and click it. Then scroll alll the way down to "Milestones" and select the correct milestone. You have to know off the top of your head which milestone your task will be in, or else you have to start all over. Click the Milestone, and scroll all the way down to tasks. Well, that list only shows 10 tasks. You have to CLICK YET AGAIN to either show 10 more or go to the list of tasks. Thats 6 clicks to get to one project task. To mark that task as complete, you have to double click, then click in the box, then click save. 4 extra clicks just to mark a task as complete). The whole process is riddled with these backwards time consuming ways to do things. On top of that, Salesforce takes zero responsibility for their product and has horrible customer support. Since we began this process about 6 months ago, they have cycled us through 3 customer account representatives. Each email needs to be sent to them two or three times before we receive an answer. They do not give out their phone numbers and they do not answer the phones if you do happen to get a phone number. We ask to schedule a meeting or call and are ignored. Additionally, none of the integrations that we were promised would 100% work, actually do what they are supposed to. Quickbooks does not sync still, after five separate calls with them trying to get it to work. Salesforce always gives the answer of "Oh, well thats not in our scope of work". They referr us to third party companies, who then tell us the issue is with Salesforce, but SF says the issue is with the third party. Additionally, we were specifically lied to my salesforce. Our company has a total of 40 licenses; of those, 10 are Enterprise edition, but 30 are apparently Force.com licenses. We do not know what the Force.com licenses are and no one has been able to explain to us what the difference is, but its a difference of over per user per month per license. They promised us that the Conga third party would work with these Force.com licenses, but is does not, so now they are trying to say that everyone who would need Conga would need to be upgraded to the Enterprise licenses, which would almost double our monthly license fees. We have been asking them for a clear list of differences between these two licenses for the past 3 weeks, and when they did send us a list, Force.com licenses were not on the comparison. Long story short, this company and product greatly falls short of expectations. For what we were trying to use it for, the Lightning experience, which actually looks useful and decent, does not work at all, because most of the company is more project management related than sales.

You can do a lot with Salesforce

Feb 09, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: You know when you interview someone and you ask them for their weakness and they turn a positive into a negative ("I'm a perfectionist!") Well, that is the issue with Salesforce. It is so configurable that you can get yourself into trouble! There are layers and layers of security and configurations - you get to choose how complex your org will be. How you set up objects and relationships will greatly impact on how you can later get out your data. Take the time to engage a Data Architect to review the design before you release to the hordes! And while yes, the data structure and reporting tool inhibit reporting and analytics, it collects the data relatively well. Best bet is to get a copy of your data and get it into a data warehouse or even a couple of simple reporting tables. Get your users used to using other tools for reporting whenever possible.

Pros: It is easy to get up and running with a very simple and basic sales/CRM configuration with Salesforce. Creating custom objects (tables) and fields is pretty simple and convenient. The platform also offers easy to use, off the shelf APIs that make integrating outside sources and systems pretty straightforward. And, if designed properly, it can scale and adapt fairly well. Extremely configurable and can ultimately do most things asked of it.

Cons: I have two issues with Salesforce. The first is the way it stores the data. Because it is an object oriented database, it stores more in columns than in rows. The User Interface is based on the structure of the objects and on the relationships of those objects. What ends up happening is that data starts to "spread" via triggers and workflows so it will be visible. Traditionally, there has been a lot of copying of data between Salesforce objects. The second issue is an extension of the first - Reporting. Reporting is inherently difficult to begin with because of the structure of the data. In order to create a report, a "report type" has to be created which pre-identifies the objects and fields. It makes ad-hoc reporting difficult and time consuming. But the reporting tool itself is clunky and difficult to use. To be clear, this is basic Salesforce reporting - not Einstein or Wave. You can't rename columns on the fly, can't create non aggregated calculations, and the user interface is just plain outdated.

Capterra-loader

Salesforce is a very complex, intricate and versatile all-in-one CRM

Nov 16, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: What I like most about Salesforce is the capability of being an all-in-one CRM. In the insurance business, there is a very wide variety of details to track: client information, sales statistics, commissions, important dates, data from insurance carriers, and more. Salesforce has the ability to customize the fields so that we can keep track of as much information that we want to.

Another example of the versatility of Salesforce is that it can be used by all departments of a company. SeniorQuote has deployed Salesforce with our sales agents, case managers, finance department, administrators, marketing specialists and data analysts.

We have incorporated plug-ins with Salesforce to make it versatile for our needs. We were able to incorporate inContact with our Salesforce to have a built-in phone dialer for our agents. We also incorporated Marketo's automation software to have the ability to use digital marketing with the ease of a "click" while surveying our extensive database of leads.

We purchased additional support, which has been a huge help. Response time is good. I put in tickets for help which are answered anywhere between minutes after my request up to 24 hours. The assistance we receive is often stellar, and the representatives are very knowledgeable. The only quirk with them is they are sometimes in foreign countries and some instances I've dealt with people with poor communication skills.

Cons: What turns me off about Salesforce is the configuration. It could be pertinent to SeniorQuote, because we did not hire a licensed Salesforce administrator to configure and maintain our Salesforce account. After going through it without an administrator, I would highly recommend having one on staff (as appropriate to company size) Simply put: the more complicated or detailed your CRM will be, the higher the likelihood you will need an in-house administrator.

I have used Salesforce with three different companies and have witnessed the many problems that arise when you don't have someone who is an EXPERT at Salesforce to help you out. At the very least, I suggest buying the Additional Support.

Salesforce is a CRM platform that is an essential tool for my company, team, and bottom line.

Oct 12, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce is not only appealing to the eye but the page is full of images that gives you that feeling of productivity! Salesforce chose a great color in business.. BLUE, which indicates Salesforce to be a dependable, confident application. The role in which I work is that of an Asst. Office Manager and HR Representative and I love that Salesforce offers many facets that I utilize daily. Timeclock Online and Chatter are my most favored features (at the present time). Timeclock Online is user friendly and I am able to collect data on a dime! Chatter is a direct messenger but also time stamps and leaves a record that all can access and pick up where someone or a process was left. I could go on and on but I must mention the Free tutorials and the Community which keeps you abreast to the latest and greatest news. When I am having a challenging moment (brain fart) I can always rely on Salesforce support to assist and get the job done!

Cons: What I don't like about Salesforce is that it offers so much and I don't know it all (no fault of Salesforce). There are time we're I can get overwhelmed with different aspects of the application. More so a personal issue and not a Salesforce issue is that I am not the certified Salesforce user. When I first started utilizing Salesforce, it was a challenge to distinguish the purpose of the different consoles and their efficiency. Lastly, (at the present time) I regret that there is not an option, or one that I am aware of that would allow you to color code your tasks to help distinguish different tasks that are commonly performed daily. This of course is a personal preference.

Overall: We were able to streamline our internal process which has made our operations more efficient! We are able to easily set up new users and training is easier to relate but helps with consistency and best practices.

Great for organizing customer information. Integration into other systems could be improved

Aug 18, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: Overall, salesforce is a stronger tool for a sales team than a customer service team.

Pros: Salesforce is a great tool to keep track of customer information like contact details, communication history, and even a check box to identify difficult customers. By changing the titles of emails once they are saved, other co-workers can quickly see the status of an account. For instance, let's assume I have been emailing a customer to get an updated credit card number and they call a different co-worker to find out why the order has not shipped. That co-worker can easily do a search under the customer's name or company and with a glance see that I have trying to get new credit card information. They can immediately answer the customer. I also like that phone calls can be placed directly through salesforce. With integration into the company phone system, but logging in and hitting a button, your phone will call the customer. Also, the sales team can post - just like on facebook's wall - about their latest activities. This gives other teams the ability to see if there are any areas of concern or emphasis when they talk with that same customer.

Cons: There is a lack of customization that can make this out of the box solution a little unwieldy for individual companies. For example, each customer can only be associated with one email address. Therefore, if a customer sometimes emails you from their work email and sometimes from their home email, the conversations cannot be grouped under one person. Also, emails cannot be sent directly from salesforce.com. Instead, it integrates with MS Outlook. In my experience, that integration can sometimes have issues where emails are not saved on salesforce. Also, the user has to go back into salesforce after sending the email to add information and change the subject to be more easily searchable by colleagues.

Salesforce is a full-featured CRM software for all types of businesses. With Salesforce Small Busine

Jun 23, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Firstly, there is little to no risk when using Salesforce. Due to its low acquiring costs and low-risk management as an organization tool, there is very little to lose and a lot to benefit from.
The database that Salesforce uses is also helpful in digitizing and organizing company sale records. Thus, improving the overall organization of a company.

Salesforce and good customer service comes hand in hand. It allows customization of profiles for individual customers as well as quick, organized access to individual records

There is also no need to purchase software and hardware systems to help maintain and keep the application running. Therefore, unlike most software, Salesforce requires no capital investment.
The integrated solutions allow users to work more efficiently and increase the value of each part of the customer life cycle. Moreover, Saleforce analytics and its reporting function gives its users the ability to expand their campaign capacity. As a result, overall productivity can be increased and profit can be maximized.
Since Salesforce is an application and no software is required, there is no need for constant updates as Salesforce will update automatically.

Cons: At times, there can be too much customization and the interface can be filled with cumbersome and tedious tools which can be seen as repetitive or distracting.
Some users face difficulties in the transition between transactions. Some have to go through multiple screens to process transactions.
Salesforce has its own maintenance schedule since runs on its own cloud server. As a result, there are times that the application will not be accessible.
Users can also lose a personal touch as in the process of automation
Salesforce contains barriers to adoption. This means that even though Salesforce is cheap, the cost to integrate the application and redesigning their IT to incorporate it into a company is not the same as the cost of acquiring Salesforce. It is possible that the cost of integrating it can exceed the costs of the software itself.

Overall: Firstly, there is little to no risk when using Salesforce. Due to its low acquiring costs and low-risk management as an organization tool, there is very little to lose and a lot to benefit from.
The database that Salesforce uses is also helpful in digitizing and organizing company sale records. Thus, improving the overall organization of a company.

Just Short of 5 Stars

Dec 05, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The level of customization available through the UI without needing any coding/dev work

Cons: Price

Overall: I titled this review the way I did because Salesforce really is just short of 5 stars. It is essentially a sandbox in which you can build and build to your heart's content. It offers a level of customization that I have not seen in any other software to the point that you can easily get lost if you don't know what you're looking to accomplish. And regardless of how efficiently you build something, you'll always find a more efficient way to do it the deeper you dig into the system. The community and app store are impressively expansive and growing by the minute. Dreamforce, the annual Salesforce conference in San Francisco is a wonderfully unique experience and I'm thrilled to have had the opportunity to go. It's not every day that a work conference feels like a vacation.

So what causes Salesforce to stop just short of 5 stars? It's the little things. There are small bits of functionality that one might consider standard in modern software that just isn't there. For example: while there are queues and public groups that are made up of Users, you cannot add Users to multiple groups at one time, say when first creating a User. Instead, one must go into the setup of each queue or group and add the user there. Not major but noticeable.

Another example is with the list views in Service Cloud. It offers wonderful customization in the sense that you can add any field to the object to your list view, create buttons to take any number of actions from your list view, and add filter logic to fully tailor your list view as needed. However, you cannot currently export that list view into a CSV or Excel file. Instead, you either have to copy and paste the "printable view" into an Excel file or build a copy of your list view as a report. Again, not a major hindrance by any means but still a rather simple function that is inexplicably excluded.

It is certainly pricey so there's always that consideration there. However, if you have the resources available, it is certainly worth the investment to have a fully scalable solution for all of your marketing, sales, service, and analytics needs. Despite the existence of Microsoft Dynamics, I would say that in terms of community, education resources, and development potential, Salesforce is the CRM equivalent of the Windows operating systems.

Recommendations to other buyers: If you can get past the price, do it.

If you are a startup, keep looking. Think twice if you have 15-20 sales rep

Sep 18, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Even though I wasn't part of the selection of the application, I must admit it is a great software, but mostly because the experience that has built into. Accounts, Contacts, Opportunities are the basic pilars of every Sales process, and the information you can manage with it gives you a lot to track sales and team performance. It takes time to train and configure it and that's why I would not recommend it for a startup (besides the cost). We wanted to have a software that could help us manage the sales process and be able to help our sales and provide information to the management, and we could get that with Salesforce.

Pros: The experience that the software has embedded in the features and the ability to configure and adapt it to our processes. One example of this is how they map the selling cycle: Campaigns, Leads, Contacts, Accounts, Opportunities, Contracts. About features, the reporting that they have, even if with our version is limited, it's one of the most powerful I know. And you can complement it using other software such as Dataloader.io Another thing that we use a lot is the ability to create workflows. Pro Edition only have that for Contracts, but the ability to combine different objects with processes is very powerful. Another thing is the app market that they have, hence the development model and integration features they have. Even if you have a limited version such as ours, you can always extend the functionality using other apps.

Cons: I would say that what I like least of it is their licensing model. Since they are so big, everything costs a lot, and the way they modularized the system sometimes just doesn't make sense. For example, the Professional Edition includes the ability to create forecasts out of the Opportunity pipeline, but it requires the ability to configure permissions and user profiles that you can't do with that edition! After long hours talking to the support, they told me that the only way to do it is to go Enterprise, which costs the double. Another thing that for a new user, and being exposed to several other application, the UI hurts your eyes. But here is a fact: Salesforce is used for thousands of companies for a very long time, so changing anything in the UI would cost millions to companies in training. At least that is what they say, and I believe it.

Average usability - management focused

Feb 27, 2015
3/5
Overall
3.5 / 5
Ease of Use
3 / 5
Features & Functionality
2.5 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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 to other buyers: 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.

Capterra-loader

Saleforce is very effective and efficient way of keeping track of clients, leads, and customers.

Jul 09, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I have been in sales for over 8 years and used many different sales software programs. Salesforce was by far my favorite and the most efficient one of them all.

You can set up reminders to call leads at certain dates or a recurring amount. When your company uses it you can track everybody's sales and customers through it. It has a social media aspect to it by being able to tag co-workers with task and different clients.

The filtering process was effective on how you can view the different leads. The company I worked for was the entire US and each person had different regions. You can filter it from different locations, companies, types of account, etc...

When using it on the phone you can click on the number of someone and the phone pops up with the number dialed. You can link your email to this and have it auto populate the email with the account as well.

When you call on the leads it is easy to add the notes relevant to your phone call or site visit. Easily look at everyone's activity as well when you need to.

Cons: There is not many complaints at all about Salesforce except it would be nice to have some better automation with the app and tracking. For example if you called a lead from the app it would be nice to auto track the time you called the lead.

It would also be nice to see a little more customization on your individual dashboard as well. You can customize many aspects of Salesforce except for it is limited on dashboard and everyday use.

Other than those few things I can't think of much that would make it a better tool for sales people.

SalesForce

Nov 03, 2016
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The possibilities because the platform is agile and adaptable. Also, the real-time data and robust reporting is wonderful. Training is awesome, but an investment in terms of time and money. Resources like the Power of Us Hub and different communities for troubleshooting.

Cons: Takes more money than you would initially think. Need to account for training, implementation costs (this is significant). Need to be ready to make a culture change which depending on the organization one can be ready for or not. This is NOT a solution for a very small organization with high turnover in staff, but a better solution for stable mid-size to large organizations.

Also, not the easiest to use. They do tout that it's based on clicks not code which is great, but you do need to have a strong system admin who is willing to invest time to learning and is very detail oriented and can learn on the job if not already tech savvy. Get ready for a steep learning curve.

Overall: This is an extremely agile platform that can adapt and grow as you grow. Training is phenomenal, but an investment in terms of time and money. The system can be used to manage programs and work processes, but get ready to invest a lot of money to customize and implement this system at the beginning -- usually through third party implementation partners. It is NOT a plug and play product and one should count on customization. Definitely need to also grow and develop the person who will be the system administrator which also is an investment of time and money. Expect too some change management because it forces an organization to re-examine business processes and to adjust one's culture to being more transparent and accountable as well as dedicated to keeping data clean and real-time. This is a painful process. Still seeing if this is a worthy investment because only time will tell, but optimistic about the possibilities which are endless. Customer support has a price tag. For us, we are not paying that price tag, but using resources available to us.

Using Salesforce makes work FUN

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The best part about Salesforce is how customizable the software is, even for someone like myself who doesn't have a background in development. No matter what your business processes are, Salesforce has a way to morph into exactly what your organization needs.

Not only is it highly customizable, but extremely personalized as well. Every user can have their own tailored and customized experience that works best for them.

Cons: Salesforce can do anything, but it isn't cheap. Sometimes you go to do something and realize if you want to do it correctly, you have to pay for an add-on or pay for a different type of user license to unlock that feature set in the system.

It's a tough pricing model for small businesses. Larger organizations probably don't hesitate to make decisions like that because it's well worth it.

The other 'downside' is that Salesforce is so complex that you need to have a dedicated person or multiple people trained on the system. It takes resources to administrate a complex system for a decent-sized company.

Overall: We can easily run multiple business out of one Salesforce instance.....we have a parent company that does software consulting and then a child company that is a software publisher, and it's easy to manage accounts/contacts/opportunities/projects/the entire sales process for both in Salesforce.

Also easy to manage partners/resellers.

Salesforce saves us a lot of time with all of the process automation. Repetitive processes and tasks can easily be turned into flows. Saves all of our users so much time.

SF has some incredible features and functionalities, but there are a number of hoops to jump through!

Dec 12, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Overall, I like Salesforce because I know it very well; however, if you are "shiny" new to CRM systems and development, I must say that Salesforce might not be the best "bang for your buck". Furthermore, if you are in the industrial and/or rental industry, SF requires an EXTREME amount of customization to tailor to business needs.

Pros: SF persists with continuous improvements/upgrades AND shared/voted "ideas" are regarded which is very positive; the user interface is fairly friendly and easy to use (based on the way you've structured your org); Process Builder is an incredible function within SF that was launched fairly recently - this was a game changer because it allows you to put developer-like functions in place WITHOUT coding

Cons: Hands-on, org-specific support is limited, if not, nonexistent - which can be frustrating when you cannot find your issue/problem via googling it; some of the limits on objects and fields prove VERY frustrated and unnecessary; SF1 (SF's mobile app) seems to be headed in the right direction, but as of now, most custom features and functionalities are VERY limited to the browser which is not helpful when you have a sales team constantly on the road - yes, they have a mobile app and it's promoted as free, but keep these restrictions in mind! Third Party Apps are less a convenience or helpful add-on and more of a necessity when using Salesforce - strictly sticking to the out-of-the-box org is VERY trying so keep this in mind in regards to your budget!

I use Salesforce to import and record activities on leads as well as create and log opportunities.

Feb 28, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is essential to our business. After going through a long training process the tool becomes second nature. The ability to log activities and data is great. There are countless features of the tool that I only know a fraction of. Running reports and exploring previous activities has been super beneficial to keeping in touch with old leads. Creating list and account views to have all of your information in one place is also very helpful. Searching for leads and accounts is very easy and accessible and quick to find. The dashboard tool is also useful it lets you know up to the minute how you are performing against your quota for the week/month/quarter.

Cons: Due to the size and features of Salesforce sometimes things can get a bit confusing. Learning how to use the tool and being comfortable using it takes a lot of time. Sometimes running reports and account/lead views can be confusing when fields are not filled out correctly and I need assistance from Sales Ops. The tool isn't super user friendly at times and can be slow to load. There are also time that logging activities will not save and you have to start all over which can be frustrating.

Overall: Tracking activities and results as well as where I stand against quota is very helpful. The ability to look at older activities and reports also helps as a reference point in new conversations. The customizable features are also very cool. Creating the most efficient work flow is much easier that way.

Great Out of the Box Platform - Expensive for Custom Solutions

Jan 05, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: This is a very powerful tool and has many options for usage much like SAP. Awesome relationship style connections that allow keeping everybody in the loop. Easy for end users to use.

Cons: Difficult to implement the way you want the software to work. Costs a lot of money and time for customizations.

Overall: The software is great for coordination, tracking activity, tracking leads, reminders for follow-ups, and most everything you would ever want from a CRM. The platform is very expensive to use all the features that are typically in a homegrown system or a design from the ground up.

Salesforce does not work with you on implementing customization rather they rely on recommended third party contractors for this work. This is costly and can cause problems with implementation. Salesforce does not fully support the contractor, meaning that Salesforce is completely out of the loop on happenings with you and your contractor.

Being out of the box, you will have to customize the product as you need. There is a learning how to customize, so the more familiarity with database work the easier. However, some of the easier customizations are intuitive. Be careful, the less you pay, the less flexibility you will have.

The smaller the company the more expensive this tool will be without somebody on staff who knows the ins and outs of the software. Overall the software is a really powerful tool that can help improve your sales performance. Just know up front that you will spend a lot of time and resources on getting the product to be what you need.

Recommendations to other buyers: Beware that Salesforce does not help you customize. You will need to work with a 3rd party contractor and we are on our 3rd contractor in 2 years.

Capterra-loader

Excellent CRM for Sales and Marketing Teams!

Jul 04, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Salesforce is an industry standard and must have for most medium to enterprise companies. As a Field Marketing Manager I use Salesforce to track Marketing Qualified Leads and ensure the Sales Team is following up with the leads my marketing campaigns and events produce. I have used multiple marketing tools that integrate into Salesforce and the installation was fairly straight forward. I would not say I am power user of Salesforce but I know the basics. You will need a salesforce consultant or a developer to help with your organization with custom dashboards, report building and the initial setup - which can be very expensive depending on how much customization you require. Salesforce can be a great tool for businesses if you make sure all the data is clean and consistent. Make data fields mandatory for your Sales Team!

Cons: It can be complicated to learn and understand the functionality. You will need someone who knows what they are doing if you want customization. The licensing model can be expensive depending on how many seats you have. Also the Inside Sales Reps are relentless and constantly calling to try to sale you on Pardot (Marketing automation Salesforce acquired). So get ready for lots of sales calls for upgrades!

Overall: Lead Tracking and Marketing Campaign Results! Great way for Marketing and Sales teams to work together to close deals and report on wins!

Our business uses this software mainly for finding new business opportunities.

Feb 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Our business department uses this software because of the opportunities using the software's Opportunity Management. Get a full view of the customer, such as activity history, communications, discussions, and social mentions using the Contact Management. Tracking deals and looking for competitive information is easier with the Sales Collaboration module. Likewise, the Sales Performance Management lets you set metrics-based goals and amplify winning performances of sales reps to motivate a healthy competition in the team.

it also offers many more useful features such as track clicks, create campaigns, and automate the whole process to generate quality leads and cut the sales cycle. The Lead Management, Marketing Automation, Sales Data, and Partner Management apps allow you to create a systematic pipeline from lead to conversion.

it will accelerate production on the field or at the office. Log calls, reply to hot leads, or work opportunities in real time.

Cons: Like any software it has its own quirks. Sometimes you have to go through multiple steps to get to the screen you want to use.

Overall: Get insights like opportunities using the software's Opportunity Management. Get a full view of the customer, such as activity history, communications, discussions, and social mentions using the Contact Management. Tracking deals and looking for competitive information is easier with the Sales Collaboration module. Likewise, the Sales Performance Management lets you set metrics-based goals and amplify winning performances of sales reps to motivate a healthy competition in the team.

One of the most configurable and customizable CRMs on the market

Aug 08, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money

Pros: Trailhead is a very comprehensive training resource for learning just about anything within the Salesforce platform. It makes it easy for anyone to be come an admin.

Cons: Sometimes the lack of basic functionality features, or alternatively the imposed rigidness of certain facets of the system for seemingly arbitrary reasons, are incredibly frustrating for administrators. Seems like every other day I have to find a workaround for something that Salesforce shit the bed on and/or will not address when it is presented to them.

Salesforce is kind of like ordering a pepperoni pizza, and when you receive it, it looks amazing and perfect. However, when you try to pull off one of the pepperonis, you notice that they are actually made of plastic, and are impossible to be removed from the pizza. When asking on the forums how to remove the pepperonis, you see a whole slew of other customers wondering the same thing, all at a loss. When asking Salesforce why plastic pepperonis were put on the pizza and integrated so deeply that you cannot remove them, you get either no response, or false promises to add real pepperonis to the pizza in the future (i.e. 10 years later, still "Under Review"). In the meantime, you're left to either carefully try to eat around the inedible pepperonis, or make your own pizza. That's is, after already paying for a very expensive, very unsatisfying pizza.

Salesforce has proven effective and useful. I feel like the power is well, however.

Jan 11, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Its UI is very straightforward. Cming from a place where we use it more for contact management and not so much sales specifically, the interaction between part of the program is very good. Navigation and highlighting needed components and effort from users is well done. You can get the use to do what you need to do.

Running the background processes becomes a bit clumsy at times. If you walk into it knowing a little about the way software works, you can be dangerous in both a good and bad way. This is a PRO if you know enough to know you know nothing. Take the time to re-learn and ask plenty of questions. You can do a lunatic amount of things with automation and make life easy.

In addition, there's been enough history that someone has asked every question once. You just need to find a way to get to it. Barring that, getting responses from the SFDC help staff is very good.

Cons: Running the background processes becomes a bit clumsy at times. If you walk into it knowing a little about the way software works, you can be dangerous in both a good and bad way. This is a CON if you think you know something or there's some edge case that's hard to define.

I personally find that things aren't generally intuitive. I don't really knock SFDC for this though as the variety of things you can do make it difficult to keep everything really tight.

Pre-requisites... my oh my make sure your sand-people are in a single file. Trying to retcon something is a red nightmare.

Also, and maybe I'm cheap... but licensing is crazy-expensive in my opinion.

Overall: Power and flexibility. Customization and control. Everything you'd want in a faux database.

A value that nonprofits can't afford to pass up

Feb 19, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Salesforce is the premiere platform for customer relationship management in business, but it's a tool that can be adapted to so many other industries and workflows. Using Salesforce.org (formerly Salesforce Foundation) in your nonprofit could completely change the way you approach constituent management. By using custom fields, data sets, and workflows, this software designed for business can completely replace other constituent management tools that are built from the ground up for nonprofits. And because the base software platform is provided at no cost to qualifying organizations, the value is incredible.

Pros: Salesforce is incredibly flexible and expandable and can serve almost any purpose you can think up for it. The Salesforce AppExchange means you can make your Salesforce.org platform do just about anything, usually at a very nominal cost. Combining all of your workflow and constituent management functions into one platform means less overhead and potential data leakage.

Cons: With all the available functions, the interface can take a bit of getting used to. And with untrained employees or volunteers using the platform, data can get entered in unexpected or inefficient ways. Nonprofits looking to integrate Salesforce would greatly benefit from training and a dedicated platform administrator.

Recommendations to other buyers: Implementing Salesforce will be an incredible asset to your organization if you take the time and effort needed to set it up correctly for how your nonprofit works and make sure all the relevant staff is trained on how to use it properly and how to make their work more efficient with it. Don't assume just signing a contract is going to make things better magically. Offset the cost of a software platform with robust rollout and guidance.

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Tremendously powerful and constantly improving

Aug 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Salesforce is an incredibly powerful platform that can provide an incredible amount of data about a specific person to an organization, which can enable the organization to deliver highly personalized and relevant information about this individual. This information can be used to make for an incredible B2C experience to meet the customer's needs. One of the aspects of the software is that it is constantly being improved and refined with an eye on the future that is easy to see. Status quo is not part of their business model.

Cons: My two biggest hesitations with Salesforce is the price tag associated with the services and the support. I understand that innovation and leading the industry takes a large investment, but I think possibly including some additional features for companies at no additional cost would be beneficial for more companies and make it more appealing. Filing support cases while easy to do, often times leads to no real solution other than coming to the conclusion days later that there is an issue and that Support can't help, but to talk to your account reps. More solutions are found online in my experience.

Overall: I am working to more fully realize the specific needs and behaviors of our customers and Salesforce is integral in helping provide me with a 360 degree view of them on an individual level to deliver a highly personalized experience for them.

Salesforce is an awesome place for tracking tickets and holding information for accounts we manage.

Nov 21, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We use Salesforce for an abundant amount of things at my workplace, mainly for help tickets submitted for our software users. Instructure has customized a lot of what we see in Salesforce (views, queues, etc.). Working in a software support position where all tickets are managed through Salesforce, the customizable options make a world of difference in making our agents jobs easier. It's easy to navigate and intuitive.

Cons: As a supervisor over a support team, I handle a lot of requests regarding the routing of tickets and how or why tickets route the way they do. I do still have a lot of confusion about the way tickets are routed but I believe that mainly has to do with the setting for each account we have in Salesforce. There is a learning curve but I just started in this position and have a lot to learn regarding the behaviors in Salesforce. We have a Salesforce Trailhead admin expert that is my go to for all Salesforce questions and he can pretty much resolve every issue that comes up for me. For the most part I find Salesforce very user friendly and intuitive but again, there is always going to new things I can learn to utilize it better.

Overall: We use Salesforce for an abundant amount of things at my workplace, mainly for help tickets submitted for our software users. Instructure has customized a lot of what we see in Salesforce (views, queues, etc.). Working in a software support position where all tickets are managed through Salesforce, the customizable options make a world of difference in making our agents jobs easier. It's easy to navigate and intuitive.

Capterra-loader

Salesforce is the granddaddy CRM tool of them all

Dec 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I thought about the pros before writing this review. Honestly, there's so many it's hard for me to pick my favorite ones. However, since it's a review, I should comment about some of the ones that have made a profound impact on our sales organization.

1. It integrates with nearly every other third-party product. For example, on one project I served on for a software company, we needed to embed our Salesforce data inside Confluence. Bingo, piece of cake.
2. Data management is simple. You don't need to be an SQL power user. We even have trainees in our account on their first week managing parts of our data groups.
3. Syncing between Salesforce and other systems is instant. Got to love one-button solutions.
4. Customer profile updates are a breeze. Since we're a sales organization, it's vital we document every shred of customer contact to move sales forward.

Cons: The cons are only limited to user knowledge. If you're new to Salesforce, take time to get proper training. We took our learning path slowly before diving in head first. It helped us understand the functions much better than using trial and error.

Overall: We benefit by using Salesforce by documenting and managing all of our customer leads in real-time. It's so easy to use and once your team is on board, they will love it.

Salesforce for Non-Profit rocks

Dec 08, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: SFDC is good for those who are not technical, as it is so easy to add functionality without being an IT expert. Every time we have a problem these days, I just figure out a way to create a solution using SFDC. If I don¿t know how to do something, I just google my question. There is so much help in the cloud about SFDC. And those who use it are generous in helping new users. Even though it is easy for non-IT staff to use, it also provides a platform for those who are well versed in IT. It is very easy to administer, but it has the power to do very complex workflow and analytics when/if needed. It is built with scalability at the forefront. We wanted something we could grow into instead of having to switch everything over down the road. Any kind of moving is a pain in that there's always something that seems to get lost in the process. Salesforce is ultimately what you make it. If you need it to be small at the moment, you can make it small and have it grow as you grow! Salesforce allows for the ultimate customization. Create your dashboards, your fields, your reports, and your formulas. Customize your Projects, Milestones, Tasks, etc. to fit exactly what you need. There are also heaps of free or low cost third-party apps that integrate with the functionality of Salesforce and take it even further. One of the biggest benefits has been being able to keep track of due dates for grant applications, as well as the milestones and tasks within a project. It is an efficient way to keep your activities organized. It turned one of my assistants who made a lot of mistakes into someone who no longer makes mistakes. She can track everything. I love it being in the cloud; it's easy to access from anywhere. It's awesome, and it's not slow because of being in the cloud either.

Cons: There are no keyboard shortcuts for lookups. You have to click buttons for everything.

Recommendations to other buyers: Although you don't need IT skills, you do need someone who is logical and methodical in order to customize it effectively. It is worth using the trial to see if it is right for you. We did that, and within 2-3 days, I was wildly excited about SFDC!

Capterra-loader

CRM at it's finest!

Jul 10, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We used SalesForce as the CRM of choice of our third-party vendor (SaaS). At first, we had some difficulty navigating the interface, but after a short while the look and feel made sense.

Our first use case is for the Support Ticketing. I loved the fact that you can modify the fields you want to include, it also has a robust reporting tool and the notifications that work for all stakeholders involved.

The logging system is great, in that it keeps all the reporting logs we needed.

Salesforce seems to me a more mature CRM software. We've tested other CRMs in the market (both free and paid, closed and open source), but it seems that we found Salesforce to be fully feature-packed. It has a 30-day free trial just in case you're hesistant about it.

Cons: The setup (for our own local use case) was rather daunting, due to the complexity of our business model. Maybe because it has too many features, and the sales team just keeps on bombarding us with what it can do. There are other 'lighter' CRMs available in the market.

Overall: We loved the feature-packed CRM platform provided to us by Salesforce. Its reporting tool and dashboard is very robust, intuitive, and easy-to-use. You may just need to be patient with the initial setup which can be cumbersome, but after that... boy it just works!

Salesforce is the gold standard CRM

May 17, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The customizability, integration support, and user community. Almost anything is possible with Salesforce, and it's easy to find out when something is not by reviewing the documentation and message and idea boards. As a company, they're very accountable and transparent about ideas that come from the community that are being taken into consideration for future releases and features that are under development. Best of all is the support you get from other users. As a new user, you can get help setting up anything you could possibly imagine by posting in the Salesforce Success Community.

Cons: A lot of feature development is driven by their biggest customers, large corporate users, which is totally understandable but can be hard when you have different needs (as a small non-profit, for example). That said, the customizability and user community definitely help counteract this. Because of the scale of the user community and the ease of integration with other systems, you can also expect a lot of sales calls and emails from third-party apps as soon as you become a user.

Overall: Being able to set up a system of record exactly as you like it with automation, integration, and customizable user permissions is invaluable for any company in saving time, increasing efficiency, and generating more and higher-quality leads.

I have been using Salesforce for many years and cannot believe how quickly it has advanced

Jul 18, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Salesforce's deep functionality crossed with a fairly intuitive and modern UI make it clear why it's such a dominant competitor in the CRM field. I believe its reporting capability is better than almost any business system I've used (simple drag-and-drop interface, many table and graph options that are easy to set up and use, and you can report on SO much) but of course its massive flexibility thanks to its custom objects and Force.com platform (Apex, Visualforce, Flow, SOQL, etc.) put it well ahead of most business systems.

The new mobile approach has been great too. Lightning is pretty phenomenal.

Cons: The cost is definitely high and it has become rather cumbersome overall. There are just so many features with similar names, so many ways to do things, that it has become a bit of a monster.

I also feel like the UI is slowly getting overloaded with so much functionality. There's no easy solution here but Salesforce really needs to become more simple in many regards (administrator/setup menus, user management, layout and object configuration are all buried within so many sub-menus).

Overall: A highly flexible and automate-able suite that can be adapted to do just about anything. It has made tracking Sales trends, reporting on our data, and otherwise running the business easier than ever.

User-Friendly and Intuitive CRM Platform

Nov 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Comments: Our company has been using Salesforce.com for quite some time now, it has worked wonders for our business -- particularly given that we are spread out over several locations, this helps us all communicate as a single team in an efficient and user-friendly intuitive way. Also very useful that it can be integrated with Outlook and that it comes with tons of addons and connectors to create a really consistent experience across the different platforms we use.

Pros: -Constantly improving, with software updates and releases 3 times a year -Huge support community -Integrates with tons of other software and has massive capabilities for the complete business on multiple facets -Ease of use and automated functions and integrations make the workflow fast, easy, and with very few touchpoints -With improvements still to come in the fields of AI and ever-expanding list of integrations, it is only getting better with time! -Can access from anywhere at any time as the platform is entirely cloud-based and includes a full functional mobile app! -Fully customizable, you can create custom tabs, fields, apps - the whole thing can be pinched and pulled to work for you!

Cons: -Reliance on internet access can make it tricky with businesses with unreliable internet service -Takes a little getting used to, there are just so many things it can do when fully unleashed that it can be a little difficult to learn at first, but they do have a full online experience for independent training, the Trailhead.

Great CRM software for keeping customer records and projects related to your customers in one place!

Mar 10, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We used this software primarily for keeping track of the projects we're working on for our customers. Searching for a customer is easy, then once you have the customer record open, you can filter further to drill down to find specific tasks and projects. If you're assigned to a customer, you can keep the customer on your watch list so that you get informed about any updates to the record. You can also write/design your own reports to suit your needs. You can even customize pages for yourself alone - other users can have their own views. It integrates sales and marketing, customer service, and team management in one place - no need for separate apps to perform all these functions. There's also an app exchange where apps can be bought for extending and customizing the platform, if required.

Cons: Given the fact that is a total platform applicable to everyone in the company, it might take sometime getting used to. The large number of functions that it supports made it more difficult to learn. However, once you get the hang of it, the ease with which it is able to handle previously difficult tasks made the initial learning curve more than worthwhile.

Overall: This system allowed the company to streamline its customer-related processes.

My experience with Salesforce.com has been varied and it isn't my first choice anymore.

May 10, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: The largest sales CRM available on the market today. There are 1000's of add on apps you can leverage to make your business more productive and efficient. They were the pioneers for working in the cloud and their ability to customize their solution to meet more then just sales demands is incredible. Salesforce.com is the Bentley of sales CRM's no doubt.

Cons: Expensive! I feel like every little add on or additional service is an extra charge. If you are a small business and not a huge enterprise, I feel like salesforce could care less about your business. Their hourly rates for customized services is expensive and the clock is always on with them. There are free CRM platforms that can do most of the same thing saleforce.com can do and care more about your business.

Overall: I grew up in the sales ranks working and using Salesforce.com so I am loyal to the platform. If it was cheaper I would use it more often or if I was the Chief Revenue Officer of a company, I might consider buying it for my sales team simply because it is a proven platform that can scale quickly and easily. But I'm not CRO and I prefer a more simple UI and lets functionality and more simple process. For smaller start ups or mid size companies with 5 to 10 sales professionals I would consider another platform, for enterprise teams with over 50 to 500 sales people, salesforce.com is a home run.

Creative Implementation of Salesforce

Nov 03, 2016
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Comments: I'm a few standard deviations away from what I understand are the bulk of companies using salesforce. Salesforce is a heavy hitting CRM, that, with enough willpower and creative implementation, you can get to do just about anything. That is why I ended up choosing Salesforce. I am a single user instance, I'm the admin, developer, and end user - and with lots of help from their Premier Support team(s), I was able to implement a highly focused version of SF tailored to my unique business & customer needs. It took me a few dedicated months but I did it! and I am not a developer by trade, my background is management & marketing but I know enough about computers and code to get in trouble. As I continue to use it, I see so much potential for further integration & automation. I'm very happy with my phase 1 implementation of SF and I still have a long way to go.

Pros: Incredibly flexible & customizable; massive support available from online documentation & forums to professional development & support teams; integrations galore - project management, data cleaning, gmail integration; continual updates & improvements; miles of training courses available; sandboxes and developer licenses are great to test customizations

Cons: Their onboarding / post-sale for non-standard companies could have been better. I did A LOT of digging around to familiarize with SF then figure out how and what to implement. Their reports function leaves much to be desired, you can't multi sort, and the auto run only goes to email not to csv but you can download an excel add-in that will let you pull from the database to make reports like normal. I still run into roadblocks on permissions / visibility because it seems there are duplicate locations for field security.

Recommendations to other buyers: With SF, where there's a will there's a way. That way might include a lot of custom code. In theory it would've gone faster had I had an outside company implement and customize SF, but my customizations were so specific, the time saved may have been cancelled out by the headache and money spent (not to say there weren't a lot of headaches anyway). At the end of the day, I love how much I can actually do with SF and look forward to growing with it.

Capterra-loader

Salesforce can be customized to fit the organization.

Feb 28, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Almost everything can be customized to fit the way you or your team or teams work. Other CRM's force you to change your work habits to fit into their system. Salesforce lets you create many different types of fields and record types and layouts allowing you to customize right down the every member on every team if needed.

Cons: First the price. It's far too expensive for freelance users and micro businesses. There should be a monthly subscription option for single users or very small teams of 1-3 then on top of the price many of the things that should be available out of the box must be handed with paid extensions adding to the cost. Something as simple as being able to use a start and end date (common to advertisers and those who sells subscriptions) to automatically divide revenue using default line item schedules needs to be handled with a subscription to an extension.

Overall: I personally do not get any benefit from the software as I am a micro business and the cost puts it well out of my reach. I set up, customize and administer Salesforce instances for other companies. I can see how larger companies benefit from Salesforce through the customization options and large extension marketplace available. You can make Salesforce fit you or your team vs trying to make your team fit into the CRM.

The non profit I was working for decided to get salesforce to better track donations.

Jun 01, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Our main purpose in using this software was to better keep up with donations, donors and campaigns. I loved salesforce for this because I was able to separate donors by Campaigns and run reports per campaign as needed for our board or for the year overall. What I really like most was that I could simply look up a donors name and be able to tell all of the campaigns they had given to as well as all the money they gave. This was ESPECIALLY helpful around the new year when people were requesting that information for tax purposes.

Cons: It was extremely challenging to 'clean up' our data base (getting rid of duplicates and combining profiles). part of it was user error because the person before me did a mass contact update with old information. So when we uploaded the most updated information we had countless contacts who had been duplicated in SalesForce, but with different profiles. For example, 5 women named Mary Jones (there are only 2 different Mary Jones, the others are dupes but with an old address and number under one, and a new address and number under the other). However, appearing as if there are 5 separate people named Mary Jones in the contacts. It took months to clean because we had to go through each one on by one. SalesForce at the time did not have a mass delete option so we couldn't just delete everything and start anew, which would have been easier.

Overall: Mainly being able to track donations, donors, organize fundraising campaigns, and run financial reports. If used properly, Salesforce is a great software, but i would not suggest it for a business or org that is not going to properly input or update information or know how to use the actual software as it was designed. I would only recommend this to someone who has an employee committed to this specific task.

It's just not user-friendly

May 16, 2018
2/5
Overall
1 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: Salesforce is very customizable and you can build a lot on top of it and get to a powerful application with enough work. They also have a lot to offer for almost any organization from an email, live chat, phone logging and a lot of integrations you can work with.

Cons: My main heartache with Salesforce is it is in no way user-friendly. Each action takes 3 more clicks than I would expect to have in another system and almost nothing is intuitive. There are a lot of add-ons and customizations you can make to Salesforce and these can be great but require a lot of manual coding and result in an end product which produces the result but is clunky and has the design style of Windows 98.

There are simple things that simply don't work as you would expect such as you are unable to use SF merge codes in the email signature but rather are forced to set these up using an email template. This means that you cannot automate data to be pulled into an email signature and are forced to select a template each time you close your email if you wish to sign it with merged fields.

Overall: Salesforce provides a great platform to pull together all of your customer touch points into a single solution for tracking and the monitoring of customer health.

The best CRM on the market.

Jun 14, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love how easy it is to customize Salesforce for my organization's needs. We have custom fields, reports and dashboards for every business unit. If used correctly, Salesforce makes sure that any information about prospects and customers is logged and updated so everyone at your company can see every interaction. Make sure you use available apps in the AppExchange to connect other softwares to get the most value. If you tie all business softwares into Salesforce it helps keep everything in one place.

Cons: It can be overwhelming to learn how to code and customize Salesforce. Lightning, their latest release, is much easier than Classic. Make sure you search their user community for answers, it is a great resource for how other organization's have solved problems in Salesforce. Once you get comfortable with custom fields, reports, dashboards, etc. it is really easy to tailor Salesforce to your business needs.

Overall: Salesforce ensures all information is in one place. Every department: Finance, Success, Support, Sales and Marketing uses Salesforce to keep track of customer information and make sure we are working in tandem. As our finance person, I love the reporting and dashboards that let me show our leadership team every important KPI in one place.

Best CRM tool to integrate different products to push and pull data to and from Salesforce

Jul 27, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Salesforce is a vast platform, and not easy to understand because of its en-numerous features. This software platform has helped me integrate our product with ease and now we can easily push data in the form of leads/contacts/campaigns/contracts/cases/accounts/opportunities/custom objects, etc. Not only this, we can also pull data from Salesforce into our product and filter data respectively, which has helped us to analyse data and make better decisions. Uploading data using Excel or CSV onto Salesforce is also and easy process. Apart from this, I was easily able to cross-verify my data pulled from Salesforce by using the Developer console and running SQL queries to return the exact count of data. The lightning experience and overall features, including ER diagrams helps a lot in product planning and resource management.
It is very easy to curate, mine, fetch, filter and analyse data using this tool and is truly one of the best Customer Relationship Management tool our team has used till date.

Cons: The features like creating record types or adding hidden fields of object tabs like Leads / Opportunities is really tough to locate in the older version. Also, the cost is slightly on the higher side when it comes to usage by mid-sized corporates. Overall a great tool, with not much cons.

Salesforce Stands as an Effective Industry Standard CRM Platform

Apr 03, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Salesforce classic is simple and effective, more often than not it gets the job done. When Salesforce can't get the job done natively it is easy enough to make additions using VisualForce or finding a solution on the AppExchange. From an admin perspective, Salesforce can be a bit of a pain in the neck. Some of the hoops you need to jump through to accomplish some simple tasks can be tedious. But at the end of the day, it is an incredibly intuitive CRM platform as long as you don't dive too deeply into the back end.

Cons: Chances are if you use Salesforce for any period of time you'll run into something that makes you scratch your head. Limiting fields to two columns in a layout unless you create a custom object is a great example. I understand the reasoning, the more simple the core programming is, the easier it is to maintain. But it is often suffocating and frustrating, especially when you have to explain to users why these seemingly simple actions can't be taken. Lightning is awful, it is reasonably attractive but the response times are terrible and the layouts leave a lot to be desired. It is often even more constraining than Salesforce classic.

Capterra-loader

Salesforce is a huge undertaking, its new and its different and will hopefully make us better.

Dec 12, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Its user interface seems friendly and fresh. Work feels like a game and keeps you interested. The Trailhead gives you a place to begin your learning process and customer support is always available. When it comes to the actual product, I like that it will force my small company to decide on and implement procedures that we can easily follow. The Chatter feature, once I can get my users to use it, will optimize our time and allow us to always be informed on the latest developments with our contacts.

Cons: There is so much to learn, its overwhelming. My company does not currently utilize a CRM and has no means of communication other than traditional emails. It is difficult to decide how we want Salesforce to work for us. Once we decided, its also difficult to convince users to implement the software into every action during the work day. The implementation is the most difficult. Our users are busy and stubborn and they are finding it hard to rememebr that they need to log everything.

Overall: This software has forced our department to take a hard look at our current processes and modify and implement new procedures going forward with the help and guidance of Salesforce. We initially we attracted to Salesforce for the sole purpose of using it as a CRM. We wanted to be able to track previous conversations and data we have collected with those we have been in contact with for future reference. Salesforce, however, has offered so much more than that. Once we purchased it, I quickly realized that if we just used it as a CRM it would be like buying a Ferrari and using it only for the radio, and never driving it. I am now taking the trailhead courses and using the software to build and develop milestones and graphs for our portfolio goals. Its a work in progress, but with the Premier Plus membership, we have access to one on one classes and tutorials. They will even upload and convert your spreadsheets into accounts and contacts within the system. I have big hopes for this software and I want to see it change the way my company operates in 2018.

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

Feb 27, 2015
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2.5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: 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.

Cons: 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 to other buyers: 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.

Capterra-loader

Good platform to build on top of, but not necessarily ready to go out of the box.

Jan 15, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: - Built in database structure and data model give you a good starting place.
- Apex and Visualforce allow for almost unlimited customization on top of the default platform.
- Workflow Rules allow for customization if you are not a programmer.
- Because of the customization quality, and the connectivity of the platform with other systems, Salesforce has become our central hub for feeding all data and it drives about 3-4 other tools.
- Good community on forums, boards, and support that can help you answer most questions.
- Pretty good documentation for most things on the knowledge base.

Cons: - Some documentation on the knowledge base is out of date, or has moved and just gives a 404.
- Being able to customize and have a set up that is exactly what you need requires a lot of learning.
- Platform is so big that I have barely scratched the surface in 3 years, so there could be some great features that I don't even know about.

Overall: Salesforce is our central hub for all of our data flow. It drives several other tools, and is where we can report on data. We have some Force.com sites (and a Community), as well that allow us to expose our data both publicly, and behind login walls for our customers.

An Overview of Salesforce.com from a User Experience Perspective

Oct 12, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Comments: Salesforce.com (SFDC) is a very to notch software suiting more than one business need, besides sales. It serves its purpose well for Marketing, Account Management, Customer Service & Care and most of all for what I've used, a Content Management System for external portal sites on the web. It was a very robust feature to use after getting trained and practicing with experience daily in my role and I've come to appreciate it for it is. The only drawbacks were some limitations in the content design I would do for the UX when publishing something that would be live. This may have fallen short on the programmers who configure this in which case it is not SFDC's fault.

Pros: Vast amount of functionality and use cases. Has multiple tabs and lots of customization for what you intend to use it for. Ease of use for navigating back and forth from one page to the next. It's a large software with lots of features and tools to build websites in there. Very good Account management data and information.

Cons: Complexity... as it's a large software tool with lots to offer that is also its biggest drawback because its some massive in its nature. It's great having all the abilities but it can feel overwhelming, despite the ability to easily backtrack since there is so much going on in a single given page. Other con would be the mist-transfer of data of contacts being dumped into Default Accounts as if it's going through a black hole and there needs to be extensive investigation on this from a technical end which is very frustrating at times when this spontaneously impedes your work performance and you need answers.

Recommendations to other buyers: Tread slowly at first and ask your superiors and colleagues questions on how to navigate it. It can feel overwhelming at times and be too complex with the amount of data you can manipulate, edit or alter. Start slow from the basics and work your way from the ground up. Overall it is a very great tool to use and you'll find yourself using it daily for your business needs. And it's also NOT just for sales even though that word is part of the name of this software.

Give your company and teams the tools they need to succeed.

Apr 13, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: A robust platform with amazing standard functionality and the ability to customize and expand. There are so many ways to automate work, streamline processes, and capture critical data points for reporting and process improvement.
With three upgrades per year (at no extra cost!) there are new features constantly available.
The Idea Exchange is a great resource not only for Salesforce to continually learn from users and improve the product, but also for users to learn from each other.
The AppExchange provides almost endless options for additional features.

Cons: Even though it's well designed, setting up and getting the most from the platform is not the easiest thing. If you just try to replicate what you were doing in your legacy system, you might as well not make the switch.
There are SO MANY features that learning even the basics can take a while (although their Trailhead training system and help documentation is really robust).

Overall: Having every department in the company using one platform breaks down silos and allows for innovation, growth, and cooperation. Tracking a customer's journey from first contact through contract renewal (and everything in between) is game-changing.

Capterra-loader

Much more than a great CRM

Feb 06, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Salesforce enables user customization that can take the software beyond what you may need from a CRM. You can expect to integrate with custom applications that are fairly easy to create and the thousands of pre-built applications in the AppExchange, some of which are free.

As someone with a long history of working with non-profit organizations, I am impressed with their support of the non-profit world through their free licenses, discounts, and the discounts Salesforce vendors routinely offer. Coupled with the ability to DIY it makes Salesforce an excellent value.

Salesforce is always current. With seasonal updates and millions spent on R&D annually, I don't have to worry about end of life software issues or the software becoming outdated.

Cons: I have joked that Salesforce should come with an Rx for Xanax because there is so much to learn, do, and create that the possibilities can be overwhelming!

These "cons" are only so if you don't have the time or inclination to learn. Salesforce Trailhead offers free hands-on training and there are always folks in the forums eager to help you.

Overall: Compliance with internal and external guidelines for data collection/reporting.

Streamlined processes that free service providers from documentation drudgery so they can get on with providing help to those in need.

Perfect on its own way, a world of possibilities

Nov 02, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Salesforce is completely customizable, literally everything can be modified and changed in order to meet your expectations. You can add or remove functions and workflows. It's all about you and the way you want it to be. This is the one software you will need to run your company. I have been using it for years, and I am sure this is the future and I will be using it for a while now. In case you don't know how to set things up, they have their own "online class" called Trailheads where you can learn how to manage and set things up, including the software. If you haven't given it a try, you are missing out!

Cons: You need to have a bit of knowledge on the software language, but this could be resolved if you check out their online class webpage, it might take a couple classes for you to get your way around, but it is definitely worth it.

Overall: A customizable engine where you can manage your business from virtually anywhere. The system is simple, it may require some knowledge of its programming language, but don't me scared, it will teach you everything you need to know and for sure you will be able to use it. It helps me managing my inventory, as well as accounting, employees hours and basically anything.

The hot CRM at the moment

Dec 06, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Salesforce is the leading software CRM cloud platform. It has a clean design and intuitive user interface and experience. Anyone who is computer literate should be able to pick up Salesforce in a couple of weeks. However, although Salesforce has a relatively simple interface it may be deceiving because to become thoroughly invested, you will need to spend hours and hours getting to learn the system. You should get the Salesforce Administrator certification which will give you the basics on how to operate the system. Although training classes that run 2-3 days or more for this training. You can make changes in Salesforce quickly and a lot can be done via "button-click"administration. Administrators can create automations such as automatically creating tasks, sending emails, or making field updates. Anyone can get a free developer org with 2 user licenses with relative full functionality to try it out. If you're a little bit more advances you can do Visual Workflow's and more advanced programming, such as looping through records, creating, deleting records and queuing. You can also use Apex programming language and object-oriented languages. Since Salesforce is so big right now, there are a ton of 3rd party applications you can connect to. Think of it. . .and there is a 3rd party connector out there for Salesforce. Quickbooks. Yup. Outlook. Yup. Evernote. Yup. There are also a ton of pre-built apps which may be cheaper to invest in than to pay a developer to customize your system.

Pros: There is a lot of training available and help on the web. (i.e. google it) - Salesforce-provids training documents & tutorials with step-by-step instructions - Training on how to build an app - Training on how to write Apex code - Training on how to build Visualforce pages - Training on understand security concepts

Cons: The cost and time to customize for a mid-size company (i.e. 20-100) people will be considerable. Limited number of mass emails Limited storage space

Recommendations to other buyers: This is the go-to software CRM at the moment however, it is not a cheap solution by any means. The cost for customizations will be expensive as you scale your business.

Salesforce using the HandsOn Connect 2.0 app...

May 08, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Comments: Salesforce should be purchased (along with supported/recommended Salesforce apps) as a comprehensive technology solution to avoid having to change other business processes.

Pros: Salesforce is extremely robust web-based platform that facilitates our Foundation's mission of improving lives through the power of literacy. In particular, we are using a HandsOn Connect app built on Salesforce to manage and track volunteers, coordinators, and literacy-focused volunteer opportunities. Our Salesforce instance can be accessed on and off site, on standard and most mobile web browsers. Customizing records and reports in Salesforce also very easy with drag and drop components, intelligent autocomplete, and a vast community of users and online resources available for support.

Cons: Salesforce is unlike most other platforms on the market - how it works, how to build and maintain, etc. - so users will experience a steep learning curve when switching to this product. All data can be imported and many 3rd party apps interface nicely with Salesforce, but Salesforce may not communicate well with competing and/or seemingly complimentary platforms.

Capterra-loader

Salesforce, SalesCloud, thousands of applications aimed at sales gathered in a single cloud

Feb 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The best way that I have presented a network of solutions to link the tasks associated with the opinions of customers, logistics, sales flows and production dispatches, customer service, comments on what we should improve in the business. In this cloud of applications, there is a close relationship between customers and developers. His vision is in line with the dynamics of the business.
In addition to the applications offered, Salesforce allows us to interact with them for the development of a new application, consider other points of view of our business, focused on the details, which in this business dynamic can become a generality. An example of this is the development of the branch that attends the medical assistance service.
It also offers a range of apps that focus on the analysis of the collected marketing data, the analysis manager allows us to easily communicate the behavior of key business variables.
The interface of help, advice and consultation for new users is excellent, you have a month of testing in case you have generated curiosity.
allows you to link to all social networks, emails and video channels so you can quickly access your promotions, recommendations and opinions of customers present on web platforms.

Cons: As negative considerations, the program presents a very modern and young interface, it may not be very attractive for the adult audience of more than 35 years, but it is remedied by knowing the tool and changing the classic appearance, Salesforce complicates its use in countries or areas remote that present low level of connection to internet.
It is a new business era, we must adapt to this world view.

Overall: with Salesforce I have access to relevant information about the business, opinions of clients and other entrepreneurs of the same range, about how they see the labor relationship and the future of the business, I can schedule meeting points for all the social media platforms that the company has. company, in addition to this, your team can help me with the development of new apps that adapt faithfully to my business needs.
The platform offers a cloud data management that saves me resources in servers or other storage devices.

Salesforce has transformed the way we interact with our customers and new business opportunities.

May 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Sales force makes easy to use cloud based business applications that help us to stay connected to customers,partners and more. It is the customer success platform helping us to connect to our customers .There are several types of clouds namely sales cloud, service cloud, marketing cloud, community cloud, analytics cloud, App cloud and IOT cloud. Using these we can provide various services to the customers and potential clients. It allows us to maintain our existing relationships, track our customers every step of the way. As a sales tool it allows us to track and funnel our prospects and work efficiently on our leads to conversion. With so many cloud based applications available to us we can manage campaigns with ease via multi channel capabilities.

Cons: There is not really anything we dislike. The salesforce support team are excellent and integrating the system to your business functions is relatively simple. Their technical support is excellent and there is much guidance for and during the set up process.

Overall: Better relationships with our existing customers and more sales conversions

Swiss Army Knife for CRM

Mar 10, 2018
5/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: My company has been using the product for over two years and we love it. Being able to customize it to meet each business needs is amazing and has made this product fit our business like a glove. We also like that the reports are fast and you can easily manage users permissions. Salesforce also allows you to use other softwares and they can easily connect in and make data entry faster, depending on the additional software you use.

Cons: Customizing the software was a pro but it can be a con for the employees. If the company heavily modifies the system, then it's like using a new CRM to them. The Salesforce Admin has to let the end users know what has been changed or else you'll get permission denied errors. Permissions are amazing but the wrong Admin can cause you grieve, it's always a good idea to set polices on how you want this setup. Also, the mobile app is horrible. I never use it because it loads slow and a lot of the items are hidden behind uninitiated windows.

Overall: Centralizing the CRM and support systems. We use to have 2 different systems and this made it easier for the sales team to know of any issues with the client.

Capterra-loader

Perhaps the only way to integrate CRM with wider enterprise apps but not without a developer onstaff

May 05, 2018
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Salesforce integrates with almost everything and it has the ability to track everything from suspect to closed contract and can even handle products, price lists and commission payments. It's certainly a one stop shop for applications and can handle advanced workflows and commission splits with the proper development work and 3rd party add-ons.

Cons: It's not usable out of the box as is in my opinion. It will need many hours of modification and development to truly gain the workflow and function that salesforce offers. It's because of this ability to develop is what makes it powerful but it's also a detractor if you don't have the resources to really dig in and build a platform suited to your organization

Overall: We didn't have the budget to fully develop the SF platform suited to our organization. I was able to receive some coaching from a developer on how powerful the platform can be if well thought-out with a SF developer and the integration is the best case scenario possible. We also realized that it integrated with popular in-bound marketing software without any trouble at all. For enterprise level organizations this maybe the only choice other than a custom developed CRM from the ground up.

Great for Web Base Customization, Can Be Affordable for Non-Profits, but You Need Support Staff

Jun 07, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Extremely
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Pros: You can build and customize anything from workflows, fields, triggers, and more. You can edit up to 200 records at a time in listviews. The company is always improving its products. There are other applications that you can install the product to meet your business needs for your organization and its functions. It can be affordable if you're a non-profit.

Cons: It's a complicated management system, and you're going to need to have a consultant, and trained staff members to handle its application for your organization. It can become very expensive and difficult to manage very quickly. Adoption among the staff of the product has been slow. They farm out their support tickets to call centers instead of having someone assigned to your account. The user management and client login system doesn't connect well with the overall structures it has in place for accounts and contacts. User profiles, roles, etc. make the user management piece complicated and complex to roll out and enforce. We have had to adopt a free for all system as a result.

Overall: Overall CRM system that is dynamic and has great functionality for automation.

Great enterprise CRM tool

Jul 11, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Salesforce can integrate and automate almost all functions of your CRM needs. It can be accessed internally and externally from a web browsers and by phone with the salesforce one application. Developer 'Force' applications can be customized and can also be a very useful to niche aspect of a business. 'Chatter' brings Sales teams together to work on deals, and most wouldn't want to work without it. This aspect then seamlessly ties to your on-boarding and front end customer support teams.

Cons: Being a web/cloud application, when a team loses internet connectivity, they lose Salesforce. We've seen this most often with our APAC offices where connectivity is not as reliable as in the North America and EMEA. Once you've bought and invested in Salesforce, it becomes an integral part of your organization, and cost structure. At that point it becomes very difficult to disentangle your organization from their software, should you choose to go in another direction. Their pricing structure shows that they know this!

Overall: Integrated Customer management from sales through to front end service after the sales.

Salesforce doesn't replace your sales force

Nov 07, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Salesforce has literally every bell and whistle you could ever think of or need...and if they don't, there's an extension available. Plus, their customer service is stellar and their responsiveness is top notch.

Cons: Not everyone on my team agrees how (and when) it should be used. If different people are entering information in different ways, and/or proper training isn't provided across all users, it makes it difficult to translate the intelligence into automatable, actionable information that I (as a marketer) can rely on sans a second or third pass.

Overall: Salesforce is an incredible software that is jam packed with all of the best tools needed to optimize on the intelligence that is gathered by a sales team and shared with marketing. However, utilization is key. Without true, ardent adoption across multiple teams, the Salesforce platform can become an albatross hanging around your neck. For organizations thinking to implement what is - hands down - the coolest sales tool around, it's important to consider whether or not your sales and marketing teams are going to ACTUALLY use it. If the answer is yes, there will be wide-spread adoption and people will be excited about using this tool to make their lives easier, then take the next step and create a service contract between your sales, marketing and maybe even customer service team so that information is entered consistently and knowledgeably throughout the entire organization. After that - get it.

Salesforce - not for small business users

Oct 28, 2016
2/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Comments: In 2005 when we first became Salesforce customers, they were the only game in town that had an internal email function that allowed us to track emails with our clients and email from within the CRM platform. Initially, we were very satisfied and used many of the features for client management, sales and marketing. However, over the years most of the updates made to the CRM seemed to get more bulky and focus more on internal team "chatter" as well as cloud ad ons. Not to mention it was just really expensive for a small business. We had some dips in our profits this last year and decided that Salesforce was one place we could cut costs and began looking around for a cheaper and more streamline CRM. We found what we were looking for, however, it practically took an act of God to cancel our account with Salesforce. Even when we contacted them prior to our renewal time period, they still renewed our account and billed us. Seven months later, 50+ phone calls and emails to various Salesforce account executives, billing departments and a collections agency, we finally are finished with Salesforce and couldn't be happier about it. They are just too large of a company and have such large customer service/account executive turn over, that it is impossible to get the good help you need when you need it. And you pay an unbelievable dollar amount per year for that privilege. We were also disappointed that in the 11 years we were with them, they never updated their email platform. It is not a savvy application like mail-chimp, nor is it easy to use. We did eventually link our contacts to mail-chimp so that we could email our clients through a much user friendly and appealing platform, but connecting the two was not easy and took many calls into technical support to make happen. In a world where technology is supposed to make what we do easier, Salesforce just isn't there yet. Keep looking around for the right CRM before you go with Salesforce.

Cons: Terrible customer service Email template functionality outdated Pricey Impersonal big business Reports difficult to run Administrator set up is bulky and extensive

Recommendations to other buyers: If you are a small business keep looking for a different CRM. This one most likely isn't for you.

Capterra-loader

It is very good because it allows you to access your information from wherever you are.

Jun 23, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is a very good and economic solution in a matter of CRM makes the work much easier, the interface is quite good and can be customized very easily, also manages the responsive theme well, because it adapts well to mobile devices, as it is a solution that Work in the cloud allows you to access from anywhere you are.

Cons: The online solution is quite good, but it is not always the best solution since for example if you work in a bank, these types of solutions are not feasible since the data involved in these cases is confidential and it would be a big problem to have this information on the cloud. On the other hand, Salesforce being a suite of CRM solutions forces you to use other types of tools to maintain that data locally. This may represent an additional cost in the purchase of this solution.

Overall: For being a pretty good tool it has brought me good benefits when it comes to work since I can make many good decisions taking into account the reports that make salesforce, it has helped me to be much more efficient in my work and it has also allowed me to make a Good follow up to my service providers and make the right decisions at the right time.

CRM for the Modern Era

Jun 13, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Comments: Salesforce is used by our entire company to organize our interactions with customers and potential customers. It provides a central database with which we can house all the necessary information on our customers and prospects. We use it to house Billing information, Keep track of sales activity and opportunities, round-robin leads to our sales reps and track who is a customer.

Pros: Salesforce is a very powerful CRM that can be customized to the needs of the customer. If you are willing to commit the time to it, you can create whatever you need in terms of structure and fields. Salesforce allows you to create detailed processes/workflows. Integrating with a large number of other products in the SAAS industry. Salesforce has a very powerful reporting ability. You can build out dashboards and other views that allow you to keep track of import stats, keeping your team on track with its goals.

Cons: Salesforce is not the most user-friendly CRM and doesn't focus as much on User Interface. When importing large amounts of data to Salesforce it's easy to make errors and dealing with duplicates can be very time consuming and difficult

Capterra-loader

I've used SalesForce for two separate organizations selling to both enterprise and small businesses

May 09, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Extremely
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Pros: I like the ability to track my sales pipeline. It is very easy for an excel spreadsheet to get out of hand but in salesforce you can create a clear pipeline view that is filtered by next steps or close date or whatever. You can do this in excel but it is much more difficult to manage. Furthermore, in SalesForce you can create reports that can help identify certain past/stagnant opps that you may want to reapproach.

Cons: The reporting function can be amazing but can also be a major drag. At times it lacks the ability to add certain factors. It has opportunities as separate items than accounts and contacts (which makes sense), but when you want to make a report that looks at accounts (that are tied to opportunities), oftentimes you cannot filter for specific characteristics of the opportunities. I am no coder so I'm not sure how complex this would be to design, but it sure can be frustrating.

Overall: It helps me organize my sales pipeline both for me and for my team - my bosses and the person who works under me all are on the same page with my opportunities which allows them to do their job better.

I am using the software for more than 2 years & it is a good tool that supports our business needs.

Feb 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The most thing I like about this software is I am able to manage my day to day task. It helps me accomplish my target at work. We connect and communicate to our client using this software. We meet our customer support using the software that makes our customers happy, the faster service we had, the happier we will have a customer satisfaction. We easily manage and organize the cases from email, live chat and web. We are closing a case in record time and in timely manner.

Cons: The least I like about this software is that there are times that the software is down due to technical issues however, when we send in our request for support, their customer service are very supportive especially when it requires a troubleshooting that needs their assistance.

Overall: Salesforce helps our company to connect with our customer. We are able to listen to their request and respond in to their needs . This is like a channel of communication between us and our customer. We can track and manage the conversation in as much detail as we can on client's inquiry and we are able to act faster, respond better and anticipate our customers' needs.

The Nonprofit Success Pack for Salesforce

Feb 22, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Salesforce is the number one CRM in the world. It's fast becoming the number one nonprofit tool in the world. And already is the number one FREE amazing tool in the world

Pros: Salesforce gives this to nonprofits--ten seats in their Enterprise level application. the NPSP is created for Nonprofits and evolves more into being the best tool every couple of weeks. You will keep track of people, households, volunteers, campaigns, donations, events. All connected, related, reportable. It syncs with your email provider, online financial transaction provider, social media and whatever else you can think of. It's in the Cloud. Lots of ways to learn this somewhat complex tool.

Cons: As a beginner, it is hard to grasp. When you install it, you have this huge bundle of possibilities. You need to dig in to see how to drive it or get a consultant or pro bono helper to show you it's paces and how to make it do what you want it to do. Each provider of services or functions has their own learning curve. The good news is that whatever you set up or get set up doesn't break. It keeps going whether you know why or how.

Obsolete unless you really need it

May 17, 2017
2/5
Overall
1 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Comments: SFDC is probably great if you are, say, Coca-Cola, or IBM, or Nike or some other massive global brand. But if you're looking for CRM advice on GetApp, it's probably not the right choice for you. Why? Because it's just way too much, of everything, for anybody who isn't a Giant Subcommittee of an Even Larger Committee of an Absolutely Massive Enterprise. Too many features. Too much to configure. Too much going on in the UI. Too much money out the door every month to use it. Too many hoops to jump through to pay. ... and on and on. SFDC is really the only game in town for a few specific use cases that apply only to the largest of businesses. Best guess: if you're reading this, you'll do better with Base, or Nutshell, or Insightly instead.

Pros: - The original and standard - New hires will (sort of) already know how to use it

Cons: - Cutting-edge UI ... for 2002. - Basically infinite flexibility - One of the largest partner ecosystems in the world - New hires know HOW to use it, but the UX stinks so much that they WON'T

Recommendations to other buyers: Look, if you need this, you probably already know it, and have a sense for what kind of extra implementation support, sales ops etc it's going to take to get value from it. But again, if you're reading this review, SFDC is probably not your best bet.

Leading company for a reason, but can get pricy

May 21, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: - Largest integration marketplace
- Huge platform opportunity for add-ons and tools
- Helps you develop any workflow from enterprise to smb.
- Help automate a lot of processes
- Reporting and dashboards are extremely customizable for all use cases
- Five stars really for the feature set and vision which is the best in the industry, but price, upsell (acquisition addons), and customer service need improvement.

Cons: - Costly
- Will require significant customization to get going
- Lots of manual input
- Needs lots of integrations to make a solid ROI
- Teams will need training, and a solid routine to maximise the Salesforce ecosystem
- Hindered by really high costs of their acquisitions, which makes their Pardot and Marketing Cloud tools not well integrated and costly. Will create data silos, and bad UI between the tools kits.
- Once you're in, very hard to ever leave again due to the stickiness of their workflows.
- Email delivery is actually not great, Sendgrid platform outperforms, which is why many use an external ESP

Great Lead Tracking Cloud

Jul 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This product is a great way to track leads and notes on individual leads company wide. the fact that the notes you make on a customer/contact/lead update to the cloud, so someone at another site or area of the company knows what's going on with that lead. My favorite thing is the libraries. it gives you a place to store forms company wide, so the entire company has access to the most up -to-date company forms. Even better, the library is searchable by keyword, so employees don't have to scroll through lists of forms, they can just search for the form they are looking for and access it there.

Cons: The phone app for Salesforce is a little clunky to use and navigate. I had a much easier time waiting to access the program on my PC versus trying to make an update on my phone on the go. A little bit more work on the app would be very helpful

Overall: Easily track leads and lead conversions. Also it made a great place to store company forms, to ensure everyone within the company was on the same page and had access to the entire library of company forms to do our jobs.

Powerful CRM tool to run a business

Feb 09, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I have 5 years of experience in using Salesforce CRM, I have seen that we can do any configuration or customization to help our workflows and business requirements, regular updates are provided with new features. I like the feature of storing information regarding lead of our company and keeping this for further analysis for better development of our company also I can easily see the history emails of my co-workers and handy app is really helpful for us, I can use wherever I need, Salesforce is known as the best CRM for reason as they are the most effective CRM on market they have a huge community support, I also like "clicks not code" feature of Salesforce. Salesforce is a very flexible and robust can be easily adapted to any work flow.

Cons: the setup process is a little bit tedious to do, I have to type all customer information in the beginning manually. Salesforce has so many features that are irrelevant for the business those who don't use it very much, the user interface is not that much good.

Best customer relatioship management suite for indivisual .Easy and user friendly interface.

Nov 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Customizable dashboard. When you log in, the tool's dashboard gives you a huge range of report widgets, allowing you to have a bird¿s-eye perspective of how your company is performing. Your sales reps can check out real-time summaries of customer data and other relevant statistics.
Easy-to-navigate software. The software is also easy to navigate. A simple navigation bar exists at the top of the window. The tabs are separated into various categories, such as Home, Accounts, Contacts, Leads, Opportunities, Campaigns, Forecasts Files, among others.

Social capabilities. The tool¿s social media function and news feed operate very much like Facebook, thus making it very familiar as well as easy to use for users. You can quickly browse the news feed and immediately post status updates, share links, and upload files right from the dashboard.

Cons: Although the downtime is very little, standard customer support is not impressive and can take and extended time to receive a reply. By then, the problems tend to be resolved due to extra work or work arounds.The Customer Service and account management rank among the worst I have ever experienced. I have had numerous emails out to billing, my account rep and his manager and they simply do not reply. Great at getting back to you when it relates to sales, about the worst I have experienced when it comes to account management. It is clear they do not care.

Overall: Ease of use. It's easily adaptable to various environments and can be easily installed and allows multiple users.Too many clicks. Seems to be designed by a programmer, not a heavy user who has to navigate multiple screens.It has a lot of features. There is not much you can not do. You can customize all ares if you have the resources that are needed.

Capterra-loader

Salesforce is a great way to keep a finger on the pulse of your sales organization.

Dec 14, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: A customized platform makes managing your sales organization exponentially more efficient. Eliminate lengthy recap meetings that your sales team hates and frankly create black holes of time. Anything you want to know about your team's progress can be easily reviewed in the dashboards. Then you just meet with those who need assistance or one-on-one coaching.

Cons: It can track EVERYTHING you'd ever want to know about your clients and pipeline. Therefore, it becomes extremely time-consuming when you mandate that your sales team enters every single piece of data. Buy in from your staff can be slow. Be patient and only track what's important. I've seen instances where trying to implement this highly sophisticated CRM has caused a complete turnover.

Overall: Housed account details, revenue history, products purchased history. Tracked contact details and notes. Tracked call and appointment history and details. Ability to track weekly sales activity at different stages of the sales pipeline. Ability to track revenue by sales stage. Track performance to KPIs. View progress at the team level or by individual.

Good product, poor customer support.

Jun 07, 2017
3/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: Easy to use and easy to get first time users to understand. You do not need to have a technical background in order to set up and implement the product which can be great for small organizations. Lots of add-ins from the AppExchange that can enhance how you use the application.

Cons: Customer service has been seriously lacking in our experience. When we've needed to upgrade our license we heard back within hours but when looking to downgrade it took months of going in circles until we had passed our renewal date at which point we were told to pay or leave. We started this process three months prior to our renewal date, were passed between almost a dozen contacts and when we finally passed our due date, after months of trying to update our usage, we were told that we were late and the bill would be sent to collections if not paid. Frustrating to be treated like this as a customer who has never missed a payment and was in regular contact with our account reps trying to do something as simple as change the number of seats on our contract.

Capterra-loader

Choose carefully

Feb 07, 2018
3/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: The software is feature rich and can be used to do just about anything for incident, change, problem etc. It's a proven technology with a massive user base to draw on experience. As one of the front runners on the market, their offering is born for a wealth of experience so you can be sure that the product you are getting will deliver as expected. If you're looking for a centralized tool that will be the hub of your operations, this is one of the best solutions out there.

Cons: It's not necessarily the best option for more agile environments, it takes a lot of configuration to get the best out of it and if you may not utilize all the features that are bundled with it and you inevitably are paying for. There are other more lightweight options on the market and there are some solutions that let you cherry pick which bits you want.

Overall: Personally, not many but that was because my team would work with kanban and/or scrum. The change module was the most used but then that suited the change team more from a process perspective when we only needed a reference ID.

Solid layout for organization, but suffers from glitches, bugs, and mediocre support

Aug 01, 2018
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Salesforce makes it really easy to create custom reports that keep all of my active accounts and prospect lists neatly organized. Reminders, tasks, and events are all in-app and have allowed me to separate sales-related appointments from my Outlook calendar completely. Pretty clean interface, and we use a few integrations that work....pretty well. Integration issues generally stem from the 3rd party we are using, so I can't fault SF for those issues.

Cons: We experience at least one major glitch per quarterly release. If it was corrected quickly, this would not be as big of a deal. The issue stems from a customer support team at SF that is quick to either push off blame to our specific configuration (even though it worked fine before new SF release), or basically tell me that they've tested the issue on their end and see no problem. Other major issues have been pushed off for fix until the next quarterly release.

Overall: It really still seems to be the industry standard for managing sales pipeline, so I still recommend it.

As a platform, Salesforce is incredible, albeit a bit disjointed.

Apr 07, 2015
4/5
Overall
3.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: I love the fact that as a developer you can go from idea to a fully functional prototype (many times) in a matter of hours. Their platform makes it extremely easy to build a proof of concept, get feedback, and quickly get it to market. I can't think of any other platform that would allow me the same speed to market.

Cons: The pain you'll hear most often is the user interface. Much of the Salesforce1 platform suffers from a very, very dated look. Thankfully there are tools out there to mitigate that somewhat, but out of the box, it can still be a bit jarring. Salesforce has also made a number of acquisitions in recent years to help flesh out their platform. The individual function of each new "cloud," as they've taken to calling them, is usually quite impressive. The problem typically surfaces when you want to build a unified system from all the disparate parts. Most of the acquisitions are not fully native, so the platforms are really integrations with Salesforce. This can prove to be frustrating. Not impossible to overcome, but frustrating.

Recommendations to other buyers: Salesforce has a lot of add-on products (the "clouds" mentioned earlier). Many of them are very valuable in their own right and would be difficult to effectively reproduce. I would contend that some are not totally necessary when you leverage some of the drag-and-drop UI tools available on their AppExchange. Nowadays it's more and more important to be nimble, so if you want to completely change the look of Salesforce, closing that feedback loop is important. Look for tools that help you work faster.

Working in Salesforce helps me stay in tune with my team, once i got acclimated to its layout.

Mar 26, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's robust. There's a lot to learn but once you get the hang of it, you can use salesforce as a hub for all of your proactive and reactive interactions with your clients. I can log calls, run reports, add/update clients. It really is an end-all, be-all solution for my customer success team.

Cons: Limitations on project planning software integrations. While Salesforce can help me create action plans, there are other software solutions out there that are better at it. For example, it would be nice if I could fully integrate my data in Salesforce with the functionality of my Trello account. Salesforce is very robust but not optimal for project planning due to its UI and functionality. Linking it with another software, and adding a touch of automation, would give me the perfect solution for planning , executing and recording tasks on a daily basis.

Overall: Salesforce is the king of data collection and sharing client-facing activities. Sharing notes with my team or directors is easy as well as recording all of my internal and external interactions.

It is customer-friendly , easy to use and totally valuable CRM software.

Jun 29, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 1. I really like its front end development and its backend development.
2. I really like the presentation of Salesforce as website. Its a really good SaaS.
3. Being a daily user of Salesforce, I need to update the records in Salesforce and it helps to verify the employee's list, which is one of my crucial work.
4. I also like the dashboard tab that also helps me in making crucial reports during monthly meetings.
5. It helps me to manage Customer Accounts as well.
6. It also helps me to verify active profiles and inactive profiles.
7. I really love the way it has recreated its website through out these years. Its really amazing and you get all the relevant information in one single page.

Cons: Thankfully, it is very user friendly and customer friendly software that there is nothing that I can complain about.
However, I would like to suggest one thing if they can make changes to the customer profile.If they can add one more option in Customer Accounts Profile : First Name and Second Name and First Contact Details and Second Contact details. In this way, it would be easier to put relevant details of Customers.

Salesforce is the market leader for CRM systems for a reason - it's not good, it's great.

Sep 18, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: If implemented well, Salesforce is a real enablement tool - you can get exhaustive reports and it's easy to use from both a user and manager perspective. With an on-site support person trained well, it becomes a real force multiplier - freeing up time that can often be spent on exhaustive reiterations of reports by presenting this in a simple and intuitive way. Once you're used to the interface and the softwares way of doing things, it becomes very simple to use.

Cons: If you're NOT familiar with the software interface, Salesforce can be confusing and seem non-intuitive. Likewise, without a champion on site or at the end of a scree-sharing app, it's easy to get yourself in a mess. Also, if you don't have some of the modules but are used to them from other companies, the software and its capabilities can seem limited and frustrating

Overall: Instant reports on the health of the business and the key metrics of my reports, down to the individual deal level. Being able to review data live in an easily understandable way with users is priceless.

Capterra-loader

The most powerful and customizable CRM - but it takes some training.

Mar 27, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: Just upgraded their layout to "Lightning" offering a more streamlined look to many reports, SalesForce provides an extremely powerful and customizable environment for tracking customers, orders and contacts. Different access levels and views allow you to share information with many people across your organization while ensuring that you maintain data from being altered. Custom reports can be set to run and be emailed on schedule informing your users and keeping them in touch with any activity they should know.

Cons: Salesforce can be expensive as you need to pay for access by seat. Although it is a very powerful tool it does not walk you through how to create contacts, opportunities and reports (for example) so Salesforce training will probably be required for anyone new to the system. Creating custom fields, plugins and more can make Salesforce fit perfectly with your organization but over time this can hinder your ability to use new features or keep control of your data.

You don't have to love it, but you probably have to use it anyway

Mar 02, 2015
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: There are many pieces to the Salesforce puzzle - from the Marketing Cloud to the traditional CRM "portal." And you don't really have to love it or hate it, but use it, as it is a defacto solution in corporate america for sales teams and management teams alike. It has already become one of those resume must-have if you are qualifying for a new job. In terms of usability, it varies between implementations and organizations. This kind of software depends heavily on how your company implements it, uses it and reports on it. The mobile application has improved a lot recently, for example, but many organizations decided not to enable it for security reasons. Salesforce brought the "no software" concept and pioneered The Cloud as a real thing for organizations. After all, if you can trust your sales data to the cloud, what can't you?

Cons: It's all about the implementation. The platform is flexible enough to implement your own organization's each procedure, form and approach to sales methodology, reporting and marketing, but the problems lie in how complex those implementations are, which can render the product difficult to use, or glorious.

Recommendations to other buyers: Keep it simple, don't change too many of the workflows, processes and definitions. Don't add more fields, and try to spend the money in having SF consultants show you the best practices. It's a mature enough product and organizations that they can show you how to take the best advantage of it.

Salesforce Review

Jan 05, 2017
4/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The functionality it offers - if only we knew all it's abilities!

Cons: We struggle to make it do what we need it to do for our business. It's a great program - but I think we need to change ourselves to work best with it.
Double records are a struggle as well. When we upload lists into Salesforce, doubles are created due to multiple email addresses.

Overall: We implemented Salesforce in 2014. You don't know what you don't know, so we've found that we struggle to make Salesforce work for us, rather we work for it. We are constantly working to make the ease of use better and to apply systems that make sense. It seems to be a never-ending battle - however, we do use an LPL Overlay with our Salesforce. This I believe is part of our struggles as well. There are certain functions that we can't use or items we can't move. We do not plan on moving away from Salesforce, only working to make it better!

Recommendations to other buyers: TRAIN TRAIN and more training! There are so many functions that you don't know about until you are struggling to make it work and find out there was a simple solution, to begin with! Utilize the technicians at Salesforce Support or hire an outside consultant to better your experience.

I have used Salesforce for years and found it easy to use, from a user standpoint.

Dec 14, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Salesforce offers nearly everything you would need in a crm, including tracking, reports and customization. For a medium to large company, this is a great product and it has the ability to be customized for your business. The back end reporting combined with the user functions and tracking does everything you need, eliminating the need to get several programs and software.

Cons: The customization and features I listed for the pros are not part of the lesser priced solutions. If you need something simple and low cost and you are running a small business, this may not be the right software for you.

Overall: For a larger company with more to invest in software, this is a great choice. As a user, I was able to manage my to do list, track my sales, progress and compare it to the team's. Using Salesforce allowed me to conduct and preform nearly everything I did, from one source.

It was one of the first companies I looked into when I started my business but went elsewhere in the end. The features I used and found helpful were not part of the smaller, less expensive version.

Capterra-loader

I use Salesforce CRM for my organization, it is easy to use but requires admins to set up

Apr 18, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I really enjoy the fact that you can tweak Salesforce to cater to your organization's needs. Our Administrators were able to program functionalities to allow our users to run and program comprehensive reports based on the data entered. Used properly Salesforce can be a great tool to keep track of Sales and even patient records. Salesforce allows users to download raw data sheets which in turn can be pivoted and provided to customers for review. Administrators can also limit access to users by role which is important for those who work with sensitive information.

Cons: Compared to other CRMs on the market, Salesforce is very expensive, although they get up and running quickly, it is complex to manage for Administrators. End users sometimes find it complicated to generate reports, most of the time it requires an advance user with practice using the tool to generate these reports.

Overall: Salesforce allows us to keep track of our clients and manage our reports efficiently.

It is good because it provides organizations with solid customer relationship management.

Oct 22, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It is based in the Cloud. It is the largest CRM provider in the world and takes a company's CRM needs and place them in the Cloud. This allows companies to need fewer resources on the ground at their location in order to do business, making the information more secure. Employees can access the CRM from virtually anywhere as well, helping to enhance overall productivity.

It is No. 1 ranked software in the marketplace. It provides a product that people love. Salesforce has the largest app marketplace for the CRM SaaS industry, allowing businesses to fully customize their experience with this solution in a meaningful way.

Salesforce supports all major browsers. From Internet Explorer to Chrome to Opera, Salesforce has their CRM supported on all common browsers that companies use today. This makes it very easy to use products .

Businesses can get started very quickly. requires no software to install and hardware requirements either. Instead of spending months acquiring assets and then setting up an internal network, you can be up and running with this CRM in just a couple of days. It is based in the Cloud, all of the data comes to the business and can be accessed in real time.

It is a complete CRM package. It focuses on closing deals and tracks sales activities in real time.

It reduces training costs. It is a complete system and easy to manage, easy to learn, which saves training costs for a business because incoming users are already familiar with the system.

Cons: It can be too expensive for small businesses to use.

The competition of Salesforce can make many of the sales claims.

The pricing structures are not streamlined. There are limits on API calls and if those limits are hit for the month, the business either upgrades their plan or they lose Salesforce until the limits reset.

Overall: provides organizations with on-demand customer relationship management solutions. It allows a business to find better leads, save time during the process,

It automates internal sales processes to make life easier.

Information access helps people to make smarter decisions and that's ultimately what Salesforce is designed to provide.

Salesforce: Helps Improve Internal Communications/External Customer X

Sep 21, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3.5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I have been using, recommending and adopting salesforce.com for my sales teams for ten years in several different digital technology, media and advertising organizations. I can say unequivocally that the CRM software has evolved from being a supplement and "nice to have" to a must buy and necessary and vital tool for doing business. The key to any business solutions and software product is getting the team to adopt and use it. Training and practice is essential. Its like your golf game, the more you practice the better your score or working out, no pain, no gain. I like the social media and conversational abilities you can have with sales team; the app is excellent for quick reviews and checking on status of pending, pitches and prospects; the flexibility and customization options based o salesperson, account, deal size, industry vertical. In one organization we adopted it for internal sales data use and tracking and also incorporated product data about our partners, customers, audience metrics and analytics and distribution platform.

Cons: Depending on the level of subscription, will also vary with the amount of personalized training you receive. I would also say there needs to be more attention and customization devoted to industry verticals that contain many nuances regarding customer segments and rev streams. This includes the advertising and digital sales industries where there are multiple customer touchpoints and rev streams including agencies, direct to client, programmatic, 3rd party vendors, ad tech partners etc. I also think saleforce.com needs to develop more compatible software and training that integrates salesforce,com into other software linked to finance, accounting etc.

Recommendations to other buyers: I would recommend that you try several types of CRM software that fit with your company's culture, size, client base and industry. Get involvement from your team - account managers, account execs, sales managers, VP Sales, marketing support- who will all have varying opinions on needs and functionalities to improve business flow, communications, customer x and employee x.

A well-proven product for the great amount of reliability, scalability, and quality.

Apr 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Salesforce.com is a leader in CRM market in both aspects existing customer base and acquiring new customers. Salesforce is quite aggressive in its selling pitch and new features building in the app. It has brought a great amount of mobility in the sales teams using Salesforce.com by introducing the mobile version of this application. There was a time (around a couple of years back) when there used to be some issues with respect to its functionality and usability. Both these shortfalls have been covered well during last two years. Probably the need for faster filling of gap arises out of higher competition that has increased recently.

Cons: There was a time (around a couple of years back) when there used to be some issues with respect to its functionality and usability. Both these shortfalls have been covered well during last two years. Probably the need for faster filling of gap arises out of higher competition that has increased recently.

Expensive powerful and customizable software

Jul 18, 2017
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Salesforce has been my CRM of choice for the last 5 years. Its the most powerful, customizable and add on rich option in the market. I have been able to use it in a Saas company as well as for a B2B ecommerce marketplace. Even though the user flows were extremely different, Salesforce easily adapted to both use cases. The Salesforce Cloud platform is also so rich that I have been always able to find apps that allow us to do exactly what we wanted.

Cons: - Each app that you use with your Saas has an extra cost. Sometimes it seems that Salesforce lack of certain functions is taken care by the apps in their Cloud platform which in turn charge more.
- The UI is ugly. Definitely could look prettier.
-The low-cost plans (specially for startups) are extremely limited.
- Getting help requires using an external consultant or community resources. There are not any actual Salesforce staff in charge of helping you with certain questions. My salesperson was the only one that was helping me but in many cases her knowledge was limited and she had to reach out to other team members.
- Customer service is too sales focus.

Salesforce is undisputed leader in CRM Software

Dec 06, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Cloud based.
Great user experience
Videos for training
Great functionality

Cons: Difficult to get hold of salesforce support

Overall: Most of my clients from big to small are using Salesforce as a CRM software. Salesforce pioneered the cloud CRM. The customers need not worry about hardware, storage, security, software updates and troubleshooting of the issues as all of these things will be taken care by salesforce. Salesforce does not provide an on-premise option, that is you cannot host it on your own database. It must be on a cloud.
Unlike many other competitors the user experience with salesforce is better. Once can access salesforce from all the possible devices like desktop, laptop, mobile, tablet, apple watch etc. Salesforce has incredible built-in analytics and social media. Salesforce provides great video tutorials on how to get the best out of the software. These videos can be used to train your staff. I noticed many startups are also using salesforce as the software is easily scalable and downsized if required. You will only pay for what you use. Salesforce runs on Oracle database.

Recommendations to other buyers: Understand how you are charged. The pricing is a bit complex, it depends on the number of users, number of customer contacts etc.

Salesforce has a very painful set up. It will take a lot of time and/or money to set it up correctly

May 18, 2017
3/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money

Pros: What I like most about Sales Force is that you can pretty much do whatever you want with it. Obviously it has it limitation, but in general terms you can pretty much configure the system anyway you need it. Also the fact that it has one of the biggest app stores out there for a saas product its pretty amazing. You can probably find an application that do what you are looking for in the sales force apps store at a decent price. Ultimately, although I didn't like it at first, the parter program is good. It is a necessary evil because you need them to help you set it up, unless you want to become an expert and then you'll have to read and watch tutorials, a lot of them.

Cons: Its biggest strength is its biggest flaw. All the configuration you need to make in order for it to work properly as you need it to, it is so overwhelming at the beginning that you can get stuck on it. You need a sales force partner to overcome that. Additionally the look and feel of the platform is not that great. The classic view looks like a very old system, and the new lightning version has very big user experience flaws.

Salesforce - Solid Market Leader

Nov 08, 2016
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Lots so flexiblity and can be installed into virtually any organization.

Cons: Cost... getting it to do what you want it to do can come at a price.

Overall: Saleforce does a great job and is a solid CRM that is used all over the place. I've used it at two different organizations.

At my technology company it was very easy to use for tacking all marketing initiatives, importing leads, tracking leads across the funel and deploying the right messaging to further nurture leads into clients. We could fully track our sales stats and Salesforce provided the necessary transparentcy for keeping everyone of our teams aligned around the lead base and customers. We could even properly age and batch our customers for additional reselling.

At my non-profit, Salesforce was not a very good fit. The ED had a hard time working on it and the program was not as intitive as I had once percieved it to be while at my tech firm. Going from Sugar CRM to Salesforce at my tech firm was easy. Going from nothing to using it a non-profit, that wasn't very tech savvy was very tricky.

Overall, Salesforce had tons of functionality and is among the best in overall quality, but it comes at a price and cost.