Salesforce offers the most powerful CRM platform available, but consider your needs.
Mark Bradford | TrustRadius Reviewer
March 23, 2015

Salesforce offers the most powerful CRM platform available, but consider your needs.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Modules Used

  • SalesCloud
  • Force.com
  • Chatter
  • Partner Portal
  • Knowledge

Overall Satisfaction with Salesforce.com

I've done Salesforce implementations for a number of companies, so I have experience with many of the various solutions offered by the platform. Salesforce is certainly a powerful CRM, but it offers far more than that. From support, to marketing, to custom development on the Force.com platform, it's easy to tie together multiple departments and allow them to share the same data.
  • Salesforce isn't just a CRM solution, it's a platform. Even if you don't have the time or resources to develop an in-house app, there's likely strong integration with 3rd party solutions.
  • Salesforce offers a robust security model. There's definitely a learning curve, but it makes it easy to control who see what for management and reporting purposes.
  • The mobile app is very good for Salesforce which allows users to accomplish a lot while on the go.
  • The GUI isn't as modern as some of the newer solutions. It requires a lot of mouse-clicking from users to navigate.
  • Since it uses a custom language, developers are hard to find and tend to be expensive.
  • Cost. While there are some entry level solutions, you can get many of the core CRM features from other solutions for less money.
  • Improved Reporting visibility across organization
  • Consolidating business systems
  • Better visibility of support cases for sales team
I've used Goldmine and evaluated Microsoft CRM and Sugar. Sugar reminds me of Salesforce lite. It has many of the core CRM features but not the extensive functionality. Microsoft has great integration with Office products, so there's some workflow benefits there. Goldmine is far behind the times and doesn't enforce best practices, so it's easy to mess up business processes.
One key thing to look at is the amount of sales generated per representative. Salesforce may not make sense for organizations with low margins or transactional sales models.

Salesforce Feature Ratings

Customer data management / contact management
9
Workflow management
10
Territory management
9
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
10
Contract management
9
Quote & order management
7
Interaction tracking
9
Channel / partner relationship management
10
Case management
8
Call center management
8
Help desk management
8
Lead management
9
Email marketing
8
Task management
7
Billing and invoicing management
8
Reporting
10
Forecasting
10
Pipeline visualization
10
Customizable reports
10
Custom fields
10
Custom objects
10
Scripting environment
9
API for custom integration
10
Role-based user permissions
10
Single sign-on capability
10
Social data
10
Social engagement
9
Marketing automation
10
Compensation management
9
Mobile access
10