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Salesforce Review

Salesforce.com is arguably the most recognized CRM software brand. They offer a robust and comprehensive product that meets the needs of most businesses large and small. Although Salesforce CRM is not as cheap as other software, their quality product and support services continue to sustain their popularity. Get Quote

Stacy Bennett

Stacy Bennett

CRM Software Expert

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Updated: March 26, 2014

The Good

Smartly designed, user-friendly interface:

The user interface for Sales Cloud is simple, elegant, and intuitive. The landing page is laid out with standard components such as activity feeds for the items you're following, a customizable dashboard that gives you a real-time view of your performance, and tasks and a calendar that are synced automatically with your email application. There are also guides on each page that assist you with some of the more advanced functions of the product. With a click of a button, you are able to navigate to the relevant page of the user guide on the help site.

Easy customization:

You don't have to be a programmer to customize Sales Cloud to fit your business needs. You can customize tabs, fields, and the interface and create formula-driven fields effortlessly with the help guide. Most impressively, you can utilize a point-and-click app builder to build your own application. You can even publish custom apps to Salesforce's marketplace, AppExchange, to be shared with other users.

New Salesforce Console:

The Salesforce Console is a customizable, dashboard-like interface that makes it easier to find, update, and create records. As part of the Winter '14 updates, the Salesforce Console utilizes a multi-tab design which enables you to work with several applications at the same time, giving you one-click access to the information you use the most.

Real-time data access on mobile devices:

You can get instant business information anytime, anywhere through an iPhone, BlackBerry, or Windows Phone. You are able to edit and customize almost every field, module, and object in Sales Cloud. Take a call with a contact and log the call as a record directly to the contact's record, have leads routed automatically to your device as they come in, pull up account information prior to a meeting, and assign tasks to colleagues -- all from your mobile device.

Nicely integrated Social CRM functionality:

With the growth of social media, it is increasingly important to gain insight into what customers are talking about on Twitter, Facebook, Google+, and LinkedIn. Salesforce is by far one of the leaders in providing tools within its CRM application for you to get into this data. You can monitor and respond to conversations that are relevant to your organization, gain insight into your accounts and contacts' activity streams from Twitter and Facebook, and create leads from posts and comments.

Companywide collaboration through Chatter:

Built into the CRM application is an enterprise-level, real-time social networking tool called Chatter. This collaboration tool uses the same tools from social media to help organizations collaborate and empower all departments, from sales to service to marketing, to get more done faster. Chatter increases an organization's productivity by sharing answers, ideas, files, and more. You can follow people or business data, such as records, documents, and analytics, within your organization and get real-time activity feeds to track each of these items.

Quality business data offered through data.com:

Offered by Salesforce, data.com provides leading B2B data sourced from Dunn & Bradstreet's database of over 213 million companies worldwide and Jigsaw's extensive business contacts. For an additional fee, you can directly add these accounts and contacts to your CRM with the click of a button. This tool gives you access to clean, quality, up-to-date data that's seamlessly integrated and can be used for any of your sales and marketing initiatives.

AppExchange for superior third-party integration:

You can easily search for, read reviews on, and install a wide variety of applications directly into Sales Cloud using Salesforce's application marketplace, AppExchange. There are currently over 1,700 apps covering sales, customer service, marketing, IT, administration, finance, and human resources. AppExchange enables you to scale and customize your CRM in a cost-effective manner. With close to 45% of these apps being free, you're bound to explore a number of tools to extend the use of Sales Cloud beyond what other CRM software provide.

Get support from multiple sources:

Salesforce employs a massive staff and there is no shortage of channels for you to seek support for all your customer and technical issues, including live chat, phone, email, and social media. On top of that, the online resources available to you free of charge are first rate.

The Bad

Relatively expensive:

Compared to other CRM products on the market, the advanced Salesforce plans are above average in price. However, you do get your money's worth, as you're working with a feature-rich and customizable CRM application from a solid brand.

No service level agreement (SLA):

Unless you negotiate or ask for it, Salesforce generally does not provide a service level agreement (SLA) as a standard practice with all of its contracts. SLAs are important, as they act as a form of assurance for customers that the CRM vendor is upheld to a certain level of system uptime. Typical vendors have an SLA that is financially backed, meaning you receive a credit of some sort if the SLA is not met.

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The Details

Details
Contract Agreement Annual
Data Storage 20MB - 120MB/user, 1GB/org
Free Trial 30 days
Monthly Rate $5 - $300/user
Number of Users 1 - Unlimited

Features

Customer Support Automation

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  • Case Management - You can create, track, and manage customer cases.
  • Computer Telephony Integration (CTI) - Computer Telephony Integration (CTI) is enabled for this product. At a minimum, this allows you to manage incoming and outgoing calls.
  • Email-to-Case - You can capture a customer case from email.
  • Knowledge Base - You can publish a knowledge base to contain solutions to be shared with users in your organization and customers.
  • Self-Service Portal - You can provide online support for your customers through a self-service portal.
  • Service Contracts - You can create, track, and manage service contracts - which is an agreement between you and your customers.
  • Solutions - You can create, view, and manage solutions used to solving customer cases.
  • Web-to-Case - You can capture a customer case online through web forms on your website.

Marketing Automation

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Reporting and Analytics

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Sales Force Automation

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3rd Party Integration

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Customization

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Data Management

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Email Integration

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Learning Curve

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Mobile

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Security and Administration

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Support

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Workflow Management

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Inventory Management

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Pricing

Contact Manager

Monthly Rate: $5/user
Number of Users: Up to 5
Data Storage: 1GB/org

Group

Monthly Rate: $25/user
Number of Users: Up to 5
Data Storage: 1GB/org

Professional

Monthly Rate: $65/user
Number of Users: Unlimited
Data Storage: 20MB/user

Enterprise

Monthly Rate: $125/user
Number of Users: Unlimited
Data Storage: 20MB/user

Performance

Monthly Rate: $300/user
Number of Users: Unlimited
Data Storage: 120MB/user

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