True CRM market leader
February 04, 2015

True CRM market leader

Arpine Babloyan | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Modules Used

  • SalesCloud
  • Force.com
  • Chatter

Overall Satisfaction with Salesforce.com

I've used Salesforce.com at three companies, primarily touching functions such as marketing, sales, and support. I've used Professional, Enterprise, and Unlimited editions.

Pros

  • Customization - there is a lot you can do in Salesforce: if you have a clear business objective, chances are, it will be possible to do.
  • App Exchange - lots of third party apps and integration to add functionality
  • Community - amazing community with lots of help, support, knowledge share, and more

Cons

  • Tiering - Professional edition is very limited, especially if you are in Marketing. Some things like workflows are not availabe in Pro - major downside.
  • Pricing for additional storage/API calls - whatever is provided out of the box is almost never enough, and extra (expecially storage) costs money
  • Aggressive upsells - need I say more?
  • Time efficiency
  • Ability to plan better
  • Better ROI tracking
Definitely a market leader - intuitive, user friendly, and very customizable. Enterprise edition and on is the way to go, if you can afford it.
It is definitely the best CRM tool I've used. Some lack of marketing reporting functionality - but can be achieved with some creativity and knowledge. Professional edition is very limited so I would recommend against it if you have strong marketing involvement in your CRM management.

Salesforce Sales Cloud Feature Ratings

8.8
Customer data management / contact management
9
Workflow management
10
Territory management
Not Rated
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
7
Contract management
Not Rated
Quote & order management
8
Interaction tracking
Not Rated
Channel / partner relationship management
Not Rated
8.0
Case management
8
Call center management
Not Rated
Help desk management
8
8.0
Lead management
8
7.0
Task management
7
Billing and invoicing management
Not Rated
7.7
Forecasting
8
Pipeline visualization
6
Customizable reports
9
8.8
Custom fields
9
Custom objects
9
Scripting environment
8
API for custom integration
9
8.0
Role-based user permissions
8
Single sign-on capability
Not Rated
5.0
Social engagement
5
10.0
Marketing automation
10
Compensation management
Not Rated
8.0
Mobile access
8

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