Still the King of the Hill
June 13, 2021

Still the King of the Hill

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Modules Used

  • SalesCloud
  • Chatter

Overall Satisfaction with Salesforce.com

Salesforce is used by our revenue teams to manage customer and prospect information. It is used from the beginning of the sales funnel to manage leads all the way through to customer success and managing existing customers.

It solves the problem of keeping all the prospect/customer data in a single location. For Sales, it allows them to manage their funnel and work deals through the entire sales cycle. Not only do we use it as a CRM but it's our central location for data and reporting. We do some reporting directly in Salesforce reports, but we have also built Tableau dashboards in Salesforce for the Sales team to quickly view their KPI and view their funnel.
  • Salesforce can basically do anything you need it to do. If you know how to use it and possibly have a Salesforce admin, you can customize it to meet your business's specific needs without trying to build a homegrown CRM from scratch.
  • When it comes to data, Salesforce is exception[al]. The Salesforce reports are decent, but basically any BI tool should connect to it and you can pull vast amounts of data using SOQL.
  • It does take some work to get stood up. This isn't a plug and play CRM.
  • Sometimes search can be difficult. It's alright for the most part, but they could definitely enhance it.
  • It will allow your Sales team to better manage their funnel so things don't fall through the cracks. This will directly impact your ROI.
  • You will have increased visibility from an executive level to allow you to make quicker and more accurate decisions.
  • Customer followup and status tracking will improve.
Salesforce is just better... It's so nice working for a company that uses Salesforce well. It doesn't come cheap, but it's well worth it. HubSpot and Microsoft Dynamics are pretty solid, but HubSpot is very basic and Dynamics just didn't work very well and requires a ton of work to manage and maintain.

Do you think Salesforce.com delivers good value for the price?

Yes

Are you happy with Salesforce.com's feature set?

Yes

Did Salesforce.com live up to sales and marketing promises?

Yes

Did implementation of Salesforce.com go as expected?

I wasn't involved with the implementation phase

Would you buy Salesforce.com again?

Yes

I think their Lightning update has been a long road, but it's solid now. In terms of usability, it's decent. It does take some getting use to how to navigate it and every business seems to use it differently so it can take some time picking it up at a new company, even if you've used it before.
I haven't needed support directly from Salesforce in any of my roles. However, we have always had a Salesforce admin and they have been able to manage Salesforce really well. Sometimes it does take a while for them to implement changes/improvements but nothing too crazy. The important thing is that they are actually able to do what we request.
Salesforce likely isn't going to be your first CRM. However, if you have a Sales team and are looking for a more advanced and possibly customizable way to run your funnel from Sales to Customer Success, you can't go wrong with Salesforce. It truly is the industry standard.

Salesforce Feature Ratings

Customer data management / contact management
10
Workflow management
9
Territory management
9
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
2
Contract management
Not Rated
Quote & order management
7
Interaction tracking
7
Channel / partner relationship management
Not Rated
Lead management
10
Email marketing
9
Task management
4
Reporting
7
Forecasting
7
Pipeline visualization
5
Customizable reports
8
Custom fields
10
Custom objects
10
Scripting environment
Not Rated
API for custom integration
10
Role-based user permissions
10
Single sign-on capability
10
Social data
Not Rated
Social engagement
Not Rated
Marketing automation
10
Compensation management
10
Mobile access
5