TrustRadius Top Rated CRM Software 2015: Small Businesses, Mid-Size Companies, and Enterprises


CRM Software

Software Profile & Review Summary

Salesforce offers many cloud-based software applications; however, its flagship CRM products are the Sales Cloud and Service Cloud; this profile covers the Sales Cloud. The company was founded in 1999 and is headquartered in San Francisco, California.

Salesforce customers span many industries and sizes and include Coca-Cola, Girl Scouts of America, Herman Miller, Carlo's Bakery, Charles Schwab, TOMS shoes, Chipotle, and Facebook.

Company Status: Public
Customers: More than 100,000
Employees (per LinkedIn): 14,692 (entire company)
Pricing: $25 to $250 per user per month
Best Fit For:
  • Companies with the resources on staff to implement and take advantage of the breadth of features

Salesforce Customer Distribution

Salesforce Customer Distribution Pie Chart
Source: (227) User reviews and ratings of Salesforce on TrustRadius

Aggregate User Ratings of Salesforce on TrustRadius

Source: (94) User reviews of Salesforce on TrustRadius
Rating Attribute Salesforce # of Reviewers Contributing to Rating Average CRM Category Average
Likelihood to recommend 8.9 94 7.9
Likelihood to renew 9.7 43 8.3
Product usability 8.4 24 7.8
Product availability 9.5 23 9.7
Product performance 8.9 17 9.5
Support 6.9 26 7.8
In-person training 7.5 11 N/A
Online training 7.7 14 7.2
Implementation satisfaction 7.7 14 7.3

Summary of Salesforce Reviews

Source: (94) User reviews of Salesforce on TrustRadius
Salesforce Pros Salesforce Cons
Salesforce offers a very broad set of features, including data storage and organization, sales force automation, lead management, quote management, opportunity management, collaboration (through Chatter), workflows, automation, accountability, and goal setting.
Requires full-time administrator / developer
Having such a breadth of features and being so customizable, Salesforce often requires a full-time administrator and often a technical resource on staff to ensure proper setup and use. Otherwise, companies might end up only taking advantage of a fraction of what the platform has to offer.
Salesforce is highly customizable. There is a solid out-of-the-box foundation, especially for Sales, but companies can customize their instance to their workflows, processes, metrics, terminology and culture.
Users say Salesforce is one of the more expensive options out there, especially when considering total cost of ownership including additional storage, plug-ins, etc.
Breadth of resources: apps, plug-ins, integrations and community support
Since Salesforce is so widely adopted, there are a broad range of options in terms of third-party apps and plug-ins through the AppExchange, as well as integrations with third-party software. Also, there is a vast community of resources in terms of online documentation, forums and support.
Integration with Microsoft Outlook
Users say the integration with Outlook can be buggy or not function properly.
Users have vastly difference experiences with Salesforce in terms of usability. Some say that the interface is intuitive and easy to use and learn. Others say that it takes months or even years of training and daily use to truly master the product.
Reporting and analytics
Salesforce reports provide increased visibility into KPIs, with compelling visuals. However, building custom reports can be difficult and require an experienced administrator.

Tips from Salesforce End-Users

“I think it is best suited for larger organizations that can scale with the features and build the team to support it internally to avoid the costly partner network. Mid size companies can benefit by utilizing that network to quickly ramp up new capabilities.”
Todd Duclos
Center of Innovation and Excellence Lead at The Mosaic Company
Feb. 2015
“When first entering the Salesforce world, really sit down, understand what the tool can do and PLAN out your initial build along with a future development roadmap. Doing this, will greatly help and reduced redos.”
Jerry Clifft
Senior Business Analyst / Senior Developer at Dish Network
Feb. 2015
“Professional edition is very limited so I would recommend against it if you have strong marketing involvement in your CRM management.”
Arpine Babloyan
Director of Demand Generation at Co3 Systems
Feb. 2015
“The only instances I've encountered where I did not think Salesforce was best fitted is for very small companies where the price didn't make sense for 2-5 users. A lot of the benefit of Salesforce is being able to customize it however you need, and true customization is only available with Enterprise and above.”
Joy Wallis Administrator at Spredfast
Feb. 2015
“Another question to ask is whether or not your company can delegate an individual to be a administrator. In my opinion, the sheer breadth of functionality within makes it necessary to have at least one person within your organization who knows the ins and outs and can assist when needed.”
Jessica Rush
Renewals Manager at Relias Learning
Feb. 2015
“Our motto as a company was ‘if it's not in Salesforce -- it didn't happen.”
Sally Williams
Consultant at Fast Slow Motion
Jan. 2015
“At the end of it, it's good to listen to what the sales reps want to use, because if they don't enter in valid data, your data quality and efficiency suffer.”
Lee Cullom
President at Northcraft Analytics
Jan. 2015

Salesforce Response to Reviewer Feedback