Item: Salesforce CMS
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

SFDC is used across the organization, by sales, marketing, and support roles. We manage accounts, opportunities, news, and contacts in the product. We run weekly and monthly reports to show sales, opportunities, and how news and other analysis affect different KPIs. We use personal and departmental dashboards to track our performance against set KPIs.

Pros and Cons

It's easy to see open opportunities for an account and its entire hierarchy.
It's easy to see existing users for an account and its entire hierarchy.
Dashboards make it easy to track KPIs.
Tasks and posts make it easy to communicate with other users.
I like the highlighting of duplicates and how relatively easy it is to merge accounts.

You have to scroll down a long way to see important details in an account.
It can be difficult to choose the correct report type when creating a new report.
Account and opportunity fields are not set up for ease of use in my opinion.

Return on Investment

It helps us track our progress against KPIs on departmental and individual levels.
It helps us keep track of the history of an account, including contacts, news, opportunities, etc.
I regularly run reports to track my progress on my goals.

Alternatives Considered

InsideView, ZoomInfo, D&B Hoovers (formerly Avention), 6sense and Marketo ABM

The other products we use mainly to gain data about customers and prospects. They do not allow users to keep detailed accounts, including attaching news stories, opportunities, and contacts, or to build hierarchies of companies and their subsidiaries. SFDC is good at that, as well as at running reports so you can pull that data into a useable, actionable format.

Key Insights

Do you think Salesforce CMS delivers good value for the price?

Not sure

Are you happy with Salesforce CMS's feature set?

Yes

Did Salesforce CMS live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Salesforce CMS go as expected?

I wasn't involved with the implementation phase

Would you buy Salesforce CMS again?

Yes

Other Software Used

InsideView, D&B Hoovers (formerly Avention), ZoomInfo

Usability

It can be difficult to start a report and to figure out which report type to use and which fields to use. But once this is done, running reports is fairly straightforward. It can be cumbersome to scroll down to see all the information in an account profile. But overall, the product is good and helps me tremendously.

Support Rating

We have internal support for Salesforce, which is always excellent, timely, and helpful. I don't know what Salesforce support is like, as I have not been involved with any interactions with the company directly. I am grateful to the knowledgeable administrator at our company for taking care of all support-related issues.

Likelihood to Recommend

SFDC is good for creating reports to reflect sales, customer complaints, KPIs, etc. It can be difficult to choose which report type to use when creating a new report, but once that is done, it's fairly easy to choose the information you wish to display, to filter and sort it, and to move it around. It's good for creating news stories, opportunities, and other items that apply to specific accounts.

Salesforce is also good for marketing

Overall Satisfaction with Salesforce CMS