Salesforce CRM Analytics Review
November 17, 2025

Salesforce CRM Analytics Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Salesforce CRM Analytics

The CRM analytics for us is really that insight into bridging that customer experience and advisor experience. With the wealth management advisors that we support, how do we look at how they're engaging with the platform versus the outcomes that we see for both our customers as well as the business.

Pros

  • So for us, it's really getting insights into the integration of the actual wealth management advisor. What are they doing on a day-to-day basis? Where are there are opportunities for growth where they can have that next best contact for their book of business?

Cons

  • I think it's really tying it more cleanly to that customer experience. Right now, a lot of what we have is internally looking at that employee advisor experience, but how do we tie that more effectively to things like net promoter score or looking at outcomes of the results, tying it to other parts of the organization that may not be using Salesforce or that CRM analytics tool so we can make sure we are tying truly what does the customer experience look like? What does the advisor experience look like? What are the systems and tools that are driving those experiences behind it? I think for us it's really that first integration layer between the customer and advisor experience.
  • In the past six months since we've really changed this over to Salesforce, that really understanding where the advisor can reach out next, that's been such a critical component of this transition for us, is looking at not only just looking at a timeline of customers, which historically was like, all right, well let's just reach out to them every 12 months. There wasn't really much thought process behind it. It's being able to integrate things around life stage or integrating different areas of improvement. Do we have a beneficiary inheritance that we came down the line? Do we have a retirement from a particular institution? Are they starting to do retirement minimum distributions, but they didn't let us know that they're doing that? It's integrating a lot more data points to truly drive that next best contact beyond just a time balance scenario.
It comes down to that integration to other systems. Because we just recently converted to Salesforce, integrating into data insights and those analytics outside of the ecosystem of Salesforce prove a little difficult, that will obviously improve over time as we migrate more and more to the Salesforce platform. But for now, being able to look at historical data from four or five, six years ago as part of that CRM analytics, that's where we're still having to bridge some of those data sources together.
We had homegrown systems before this, so it wasn't necessarily like a competitor or something else. It was all homegrown systems that we did. It was all Siebel based, so very old CRM system that we kind of did a new user interface on top of. But nothing real recently that we've evaluated or compared against other than the homegrown system. It's night and day. We actually have analytics behind that integrated into the platform itself as opposed to before we had data warehouses and data storage of those platforms, but it wasn't anything that we could truly analyze within the ecosystem itself. It was always having to take it out into a separate database, running through different tools, whether it's Power BI or Tableau or something else to get those analytics in a more manually.

Do you think Salesforce CRM Analytics delivers good value for the price?

Not sure

Are you happy with Salesforce CRM Analytics's feature set?

Yes

Did Salesforce CRM Analytics live up to sales and marketing promises?

Yes

Did implementation of Salesforce CRM Analytics go as expected?

No

Would you buy Salesforce CRM Analytics again?

Yes

For us it really comes down to that book management and next best contact for our advisors. When we're thinking about a book of business that may range, depending on the advisor, from 400 clients to a thousand clients, how do they really optimize their time? Who do they call next? Who do they work with to make sure not only they're keeping those clients engaged, they're not leaving the firm going to other advisors who they haven't talked to in a while who might need their attention. That's really where that CRM analytics is really proven pretty powerful for us.

Salesforce CRM Analytics Feature Ratings

BI Platform ()
Not Rated
Supported Data Sources ()
Not Rated
Not Rated
Pixel Perfect reports
Not Rated
Customizable dashboards
Not Rated
Report Formatting Templates
Not Rated
Not Rated
Drill-down analysis
Not Rated
Formatting capabilities
Not Rated
Integration with R or other statistical packages
Not Rated
Report sharing and collaboration
Not Rated
Not Rated
Publish to Web
Not Rated
Publish to PDF
Not Rated
Report Versioning
Not Rated
Report Delivery Scheduling
Not Rated
Delivery to Remote Servers
Not Rated
Not Rated
Pre-built visualization formats (heatmaps, scatter plots etc.)
Not Rated
Location Analytics / Geographic Visualization
Not Rated
Predictive Analytics
Not Rated
Pattern Recognition and Data Mining
Not Rated
Not Rated
Multi-User Support (named login)
Not Rated
Role-Based Security Model
Not Rated
Multiple Access Permission Levels (Create, Read, Delete)
Not Rated
Report-Level Access Control
Not Rated
Single Sign-On (SSO)
Not Rated
Not Rated
Responsive Design for Web Access
Not Rated
Mobile Application
Not Rated
Dashboard / Report / Visualization Interactivity on Mobile
Not Rated
Not Rated
REST API
Not Rated
Javascript API
Not Rated
iFrames
Not Rated
Java API
Not Rated
Themeable User Interface (UI)
Not Rated
Customizable Platform (Open Source)
Not Rated

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