Salesforce CRMUsed by 69% Professionals

Salesforce CRM Reviews

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4

/5

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Salesforce CRM makes it possible for companies to keep track of all of their client information and communications in one location. Along with optimizing operations, it aids businesses everywhere in maintaining contact with leads and customers to close deals more quickly than ever before and increase profitability.

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Salesforce CRM
3.9
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G2
4.3
Top Comments by G2
Positive Comments
  • Aziz A.consulting
    Review
    5.0

    Here are what like most in Salesforce: 1- Flexibility and Customizability: Salesforce's ability to be tailored to each customer's specific needs is a significant reason why it is so popular. 2-Accessibility and Ease of Use: Salesforce is a comprehensive CRM with features such as contact management, workflow management, task management, opportunity tracking, collaboration tools, customer engagement tools, analytics, and a user- friendly mobile dashboard. 3- Professional Development and Learning: Salesforce provides excellent learning and professional development opportunities. I'm not too fond of salesforce because of the following: 1-High cost: Salesforce is known as the "Cadillac of CRMs" because it's significantly more expensive than other systems, despite offering a non-profit rate. 2-Over-hyped features: Many people only use a small portion of the features available, despite the impressive list. 3-Overly customizable: Salesforce's ability to be tailored to individual needs can be a double-edged sword, as it can make it difficult to analyze data over time. Salesforce is software that helps companies manage their IT infrastructure, sales, service, and marketing. When implemented correctly, it brings all data into one place and allows for business analytics using the tool called wave. It eliminates the need for maintaining an in-house IT infrastructure. Furthermore, that made it easy for me to deal with this vast system.

  • Alyssa L.Accounts Payable Specialist
    Review
    4.5

    Salesforce Sales Cloud Field Service is the most reliable and convenient way to implement it in my organization, despite not being straightforward. My team has been thoroughly impressed by both iOS and Android applications as they are easy to understand and have top-notch performance. Moreover, since upgraded versions of SF products were released, more features specifically for Field Service had gradually become available making us much happier than before when I built them from scratch! In the upcoming edition of the sales cloud, there will be a new Work Plans feature that replaced previous options allowing me to look forward with excitement - this proves how simple adding components can be. I wouldn't say I like that Salesforce can be complicated to navigate, and data is easily misplaced due to its vast amount of fields, accounts, and small font size. Although customization options provide versatility for organizations' needs, navigating through this platform must be more user-friendly for those unfamiliar. Without first gaining familiarity with the system, it isn't easy to utilize effectively. The Salesforce Sales Cloud utilizes Key Performance Indicators (KPIs) to track performance daily, weekly, monthly, quarterly, and yearly. This data allows us to identify potential issues or areas of improvement within our organization, internally with employees and externally with clients.

  • Mohit G.Growth Manager
    Review
    4.0

    Salesforce is being used by a wider range of companies because of its flexibility to build it around your requirements. The other positive thing is its integration with almost all the tools available out there in the market. We connect Salesforce with almost all of our sales stacks like Salesloft, Seismic, Sales Navigator and ZoomInfo. Pardot is very useful to do marketing campaigns. The prospect timeline provides full visibility on the stage of prospecting. There is nothing as such that I dislike but the learning curve is pretty high for new users. Also, maintaining the data is tricky too as uploading it manually every day is a task. Sometimes I find it hard to use to generate reports and build a prospect list from Salesforce itself. I believe the UX can be a bit better and more Modern, as new-age companies like Hubspot and Freshworks are coming up with better UX and easy-to-navigate menus. Salesforce is acting as a single source of Truth for all the Sales efforts inside the company. All of our Account and Prospect data is in there with the activities, stages and deals. This is also providing a great dashboard for the management to see the insights into a company. The integration of different apps helps us to populate lead lists (Using Sales Navigator) or run outbound campaigns (Using Salesloft). Overall this is a mighty CRM for Small-Mid Size companies.

Negative Comments
  • Verified User in Computer SoftwareMid-Market(51-1000 emp.)
    Review
    1.0

    SHVS does what it is intended to do, allow you to enter prospects into work queues with specific timing, email templates, and call scripts. Overall, the SFHV team has made some big improvements in the past 6 months with the ability to remove prospects from the work queue on email opens or call dispositions...however the ease of use with SFHV still is not there. Being able to organize your day with calling is a definite advantage and the ability to record voicemails are a great feature, but SFHV is low performing compared to others on the market. You can make sales cadences with timing, scripts, and email templates with merge fields, but there is a huge lack of reporting data. SFHV is clearly not Salesforce's priority. If you're looking at SFHV because it already sits within salesforce and seems easiest... like at other vendors like Outreach or Salesloft. The design of the system is clunky and requires multiple processes in sales cadence creation and not allowing sales cadences to be edited. You are unable to "pause" prospects if they ask to be called back on a certain date you might lose them. Additionally, the way email templates are related to the sales cadence makes the creation of a cadence painstaking. The user can't edit email templates while making the cadence and must create them before hand. Another grievance I have with SFHV is their treatment of "Days" in the system. Instead of a business day, the day is 24 hours - so if you attempt to move a prospect through the cadence and your last call was at the end of the day... you might miss them in your work queue tomorrow. You can work around this adding 12 hour "Wait" periods. The largest problem with SFHV is their reporting capabilities. The system does not seem to track sales cadence performances in an accurate way. You have the ability to view cadence details, but the metrics there don't calculate email open rates, which cadence is performing best (connecting it to closed won/opps or opps created). As a sales engagement tool, it does not give SDRs or SDR Managers the reporting level needed to optimize sales development. Two huge improvements for this product would be the ability to thread emails and the work queue filters. You can create 'custom steps' - but it's just a form fill. You can't create a reply email thread. Filter options are limited, and you cannot prioritize by timezone (not optimal for SDRs) or by how many times they have opened your emails. Engage inbound & outbound top of funnel leads with a team of SDRs to generate pipeline. It has helped to organize calls for the day and time follow up.

  • Verified User in ChemicalsMid-Market(51-1000 emp.)
    Review
    0.5

    Get a license before you sign and do a thorough trial of the features you are most interested in using. Before you sign a contract, spend some time in the help/training area looking at "Ideas". You will not believe how many intuitive features are not available in the professional edition, or don't come standard. In fact you can search the term "can't believe" from within the Ideas feature and find out how many salesforce administrators are also baffled at the lack of features. I also suggest you look at the app exchange and see how many custom solutions exist for options that should be included/standard such as pipeline customization. Your salesforce rep will tell you everything is possible, totally modifiable, but at what price? Apps cost money, modifications cost money, and become more costly as Salesforce makes upgrades that render your apps and modifications useless. Another tip: check the path to getting questions answered. It is difficult to submit a ticket and wait for support. They push toward a community of users to answer questions, and the answers are often irrelevant or incomplete. Try submitting for help and see how unintuitive it is --- that should be a clue to buyers! Salesforce is a beast built for Enterprise customers who are using a large administration staff of IT professionals, or more typically, a 3rd party consultant to customize it to the specific needs of your organization. If you think you will "go it alone" or rely on "a staff of one", or if you believe it is usable "out of the box" you will be terribly disappointed. It is also a "global" creation. You have no control over features and interfaces that move toward "end of life" or get replaced by other bolt-ons. The average small to mid-size firm should look elsewhere for CRM solutions. Be warned and do your homework. Those three year contracts take a lifetime to expire! Do your research by looking at the ideas section of help/training, by looking at the apps area to see what types of features you will pay extra for, by considering how many features are non-standard - meaning you will pay for adding those new shiny features to your license, and by deciding whether you are willing to rely on a company that does not offer phone support without extra fees. Trying to manage sales activities and pipeline. It is pretty difficult in Salesforce CRM due to lack of customization of the standard objects.

  • Alessandro B.Account Manager
    Review
    1.0

    I'd like the most the search capabilities and the unique view of the customer, with all useful link to go through the account information. I find useful to to have integrated dashboard and alerts. Nice to be able to start some business process from the customer account, even if unfortunately not all the tolls we used are integrated, thus we need to connect to connect to different tool to start a process (for instance ticket submission), related to the customer, or to get a status update on the customer related info. I don't like that the help function related to the product and its not contextualised to the implementation, i.e. the business context, of the customer is asking for help, I'm not interested Too m a ny functionality, not personalised per role to focus on the main topic, poor in helping change management on new employ and sharing best practice on how to utilise the tool to be successful, suggesting the 20/80 of the most important functionality that must be used in the customer business context, thus actually to dispersive, "there is all, there is nothing". Poor integration with outlook and other mass update tool, common used, like spreadsheet. If you are in a pay-as-you-go world, consider alternative, make your own crm and resell it instead of using salesforce I'm solving the problem to comply to bureaucracy, giving visibility of my activities to my manager. No value added gained by the use of Salesforce.

GetApp
4.4
Top Comments by GetApp
Positive Comments
  • Bhushan T.Chemicals
    Review
    5.0

    One of the best tool for sales data and pipeline management for small to big level of growing companies, salesforce provides customizations as per client requirements

  • Mamadou T.Marketing and Advertising
    Review
    5.0

    I highly recommend Salesforce sales cloud for managing your business or project.

  • Totiyohna W.Business Supplies and Equipment
    Review
    5.0

    Love it. Would use in the future for my own business

Negative Comments
  • Jacob N.Health, Wellness and Fitness
    Review
    1.0

    Many functions that you could utilize, training was available but not as helpful, difficult to learn. In the end, it felt like a CRM system designed from the point of view of corporate management and not sales person friendly.

  • Kasper W.Transportation/Trucking/Railroad
    Review
    1.0

    so angry about still in court to recover my fees.

  • Mike A.Construction
    Review
    1.0

    Ripoff

Trustradius
3.8
Top Comments by Trustradius
Positive Comments
  • Johnette CottenSalesforce Administrator
    Review
    5.0

    It is used across our entire organization as our system of record. We use it (along with several integrated apps) for Leads, Marketing, Sales, Customer Install Projects, Support Cases, and many other internal things that we need to keep record of.
    The only scenario I can think of where Salesforce.com may not be appropriate is for a company in an industry that already has established systems geared to fit their business. When competing with industry-specific sales or service systems, they would have to evaluate the benefits and costs of having a turn-key system vs. customizing Salesforce.com to meet their needs.
    Salesforce.com is flexible and can accommodate any size company. It is highly customizable and virtually limitless with the development platform. It is a great product, and in my experience, the key to success with Salesforce.com is having people that are dedicated to learning, maintaining and developing the system, with focus on a positive user experience. Support for Salesforce.com is incredible. If you don't find what you are looking for in their vast Help & Training documentation, there is a great support community of users where you can search for answers or post your question. Also, a regular web search will return many hits, as well. There are many independent websites that have documentation, code sharing and support forums. But if you need to talk directly to their support team, they are very responsive and I have always had a positive experience with them. Salesforce.com is highly available. In the 8 years that I have been using Salesforce.com, I can only recall one time many years ago when we had a problem with the site, and it was resolved relatively quickly. I like that everything is available online and can be accessed from anywhere. This allows for people to work out in the field and from remote offices.
    One of Salesforce.com strengths could also be considered a weakness to some. I think it is great that the product is so flexible and customizable, but that also makes it very complex. It takes dedicated people to manage it. It is an ever-evolving system which is great because it stays updated and constantly improves, but for some it might be hard to keep up with the changes. I know from experience because of the position I was in for many years. I was responsible for the system, but it was not my dedicated role, so many of the updates went unnoticed and we started getting more internal requests to change the way it worked, and eventually we got behind. It's important to have a dedicated team of people, who will be involved with supporting the system, especially with a growing company. It's a wonderful product, but it will not appear so if the appropriate resources are not dedicated to it. You get out of it what you put into it.

  • Verified User
    Review
    5.0

    It is highly customizable and flexible to any business process. However, that can also be a downfall. Salesforce.com will reflect the maturity or lack of maturity in a business process. It forces a business to have a systematic, reliable, repeatable process in order to get the best metrics and use out of Salesforce. Getting the end to end process mapped out and systemized is the hardest part. Chatter/ collaboration is great. They are trying to be on the cutting edge of flattening out a file structure although not everyone is keen for it. It makes adopting hard. The AppExchange the ability to quickly install and configure a 3rd party app. This does complicate life for our developer though. The developer community is a real benefit for Salesforce as theyll never perfect all modules. It wont allow you to make it fail. They protect their system. You cannot install something that will bring down the system.
    Customization means that its hard to compare across companies. It makes M&A challenging as there's no standardization. It would be good to have exposure to customization via a visualization. They have started to do that but they only have a rough model right now. It would aid with getting a quick understanding of what's been done. Content management - content in Salesforce.com is impossible to manage. There are so many separate modules that try to manage content that dont talk to each other. Chatter has own structure. Content has own structure. Its a nightmare. While they are not in the content management space, the disparate options on content uploading/ attaching are problematic. Its something they absolutely have to fix. I know it is on their roadmap. It causes the most frustration and churn. Search doesnt reveal all content. Chatter Free edition is good, but exposes files in Chatter only and not across the board, creating duplication. With the new Chatter roadmap, they are going to incorporate a DropBox functionality though I believe it will complicate things further. We have mistakenly tried to use their content module as a CMS, when it wasnt intended to be. Analytics/ trend-analysis. One of our teams uses Cloud9. The trending/analysis part built into Salesforce.com is extremely limited. We are heading towards using a data extracts onto a SQL server and Tableau.

  • Jeremy DoyleDirector, Special Accounts
    Review
    5.0

    Salesforce is better than the completion because of the community. No other SaaS is going to give you the type of support you get from Salesforce reps, and the community of users at success.salesforce.com. The ability to scale with Salesforce was also a huge reason we went with it, no need to spend $10k/month on items we don't use....yet.
    It is not a question as to whether Salesforce.com would be well suited for you, it is. The question is, how well are you going to implement Salesforce? Salesforce.com can quite literally change everything you know about your department, and consolidate all of your information into one place. I suggest Salesforce.com for any colleague or professional that wants a leg up on the sales process. If you're thinking about using sf.com, you should.
    Customer Relations Management. Saleforce.com is the SaaS for Customer management. Whatever salesforce has not covered over the past 12 (?) years their incredibly responsive community of users can (AND WILL) help you figure out. Salesforce users are a completely different bread of people than you're used to. Marketing Reports. Track every single one of your marketing efforts across the entire organization down to the penny. Between opportunities, and campaigns you get enough data to really be able to know when to sell (or not) someone. Chatter....Plain and simple, Chatter changes Companies. To have an open line of communication across the entire organization is the silver bullet to sales. Now you can simple post a chatter message to any object (Account, Contact, Campaign, Opportunity...almost anything you could image) and get feedback quickly from sometimes people in your organization you would not have typically solicited a response. This really brings the key players at your company to the forefront.
    3rd Party Apps. I understand that this is a large portion of Salesforce's business. They must make some good money from these apps, but some of them seem like they should be features that are included with SF.com. Some of these applications are extremely expensive as well. That's it. Seriously, Salesforce is all you need for an ERP....that and their 3rd party apps =). Did you read my last point? There is only 1 weakness for SF.com.....3rd party app prices.

Negative Comments
  • Sara TsoodleMarketing Director
    Review
    2.5

    I walked into an established Salesforce platform after having "curated" my own CRM platform in MS Dynamics. My opinions and thoughts are colored as a result of that. If you run a medium business on the "smaller" side of medium, with less IT resources to devote to your platform, I'd estimate a MS Dynamics type platform might be more suited to you. As a tech savvy marketer I was able to own 80% of the MS Dynamics customizations, write my own workflows, and train my analytics staff to maintain it afterwards- which is not true of SFDC. This was critical to the success of the Dynamics platform for a smaller business. Dynamics IS a microsoft product though, therefore hinges on Internet Explorer as a base technology, and often subject to related slow downs. The natural integration into Outlook is a bonus though. SalesForce is considerably more "robust" than Dynamics- which is great or not great depending on your needs and business. And that robust nature, merits a more robust support staff in your IT group. Thus the smaller sized business may not be up to the task. A healthy relationship between marketing, sales and technology is critical to the success of any Sales Force platform. I believe SFDC can hold more data naturally with less customizations. The default package of SFDC has more bells and whistles which can "simply" be added in other platforms, but certainly it is clear that Salesforce has a top tier position in this market and has shaped the package around what many users before you have needed.
    I believe SFDC is ideal for a business which has a robust IT infrastructure that can support the users after implementation. It can become bloated and I believe requires ongoing connection with IT even if your system is "perfect". In the define/design I believe it is important to have more than 1 marketing operations stakeholder who INTIMATELY understands sales user engagement, analytics, KPIs, and have a fairly robust technical aptitude to engage with the IT professionals. Analytics and data integrity need to be a large focus in the define/design phases. SFDC also is not best for a retail only business in my opinion. The B2B businesses will gain much more from this than B2C. In a direct comparison- MS CRM integrates directly within outlook to truly cement the "relationship" aspect of CRM whereas Salesforce is still managed solely within the platform. MS CRM has it's own issues as well- relying on the infrastructure of IE to deploy its features, so I'd not really reccomend one over the other. It's truly a strategic choice based on your business.
    Salesforce has a very intuitive dashboard and reporting interface. From a database perspective, I believe it's a reasonably simple system to import and export data from when necessary. The import/export/enriching of data is one area where SFDC seems to be superior to MS Dynamics in my own experience. Salesforce's Opportunity tracking tools are great, though in my opinion- general Opportunity stages have been fairly consistent across all of the CRM platforms I've evaluated and if they do not meet your needs- they can be modified until they do.
    I do not have specific experience in trying to make customizations to the back end of Salesforce like I do with Microsoft Dynamics- however it appears that the process of making those customizations is far more complex than I wish it were. I would prefer a system that can be customized (with proper approvals and processes) by key stakeholders. I did "arrive" in this system years into it's implementation and can say that the growth of the company seems to have engulfed the system in a way that it's cumbersome now. It's a crystal ball issue at present, no way to predict future. However I would advise that the stake holders in any CRM implementation consider all future acquisitions and integrations- all potential scenarios during conceptual define and design phases. Much of my less than perfect experience is clouded by this state of current system situation... The saved queries/ reporting functions in the system are actually excellent, but as a user I find that data validation rules are often passed over through integrated field / API calls- which seem to incapacitate the validations and "dirty" the data in the system. As a huge advocate of CLEAN data to support quality metrics, this frustrates me. It's likely an issue in systems, however because of my involvement in Dynamics systems I had a hands on role in preventing it in that system. I do encounter a large amount of "dirty" data in SFDC. I cannot speak to the same experience in all other SFDC platforms, but I have had challenges with creating quality/accurate dashes without doing a "manual" cleaning process on a regular basis in this particular instance. I have less experience in this particular CRM with actual day to day record handling so I cannot speak to the average inside or outside sales users' experience in this platform as compared to other platforms. My opinion is usually that a quality design and business rules can optimize key strokes, efficiency, and data quality. There are definitely some challenges we face in this system today which are clearly the result of user interface design improvement opportunities or possibly a need to implement workflows or scripts to "fix" those areas. I believe this to be true of most CRM platforms though.

  • Kurt JohansenDBA and Process Manager
    Review
    0.5

    I have no alternative to compare as SF is all I have known for 7 years. The program we used prior to this, Smart Service, although I am far out of experience in using it, as I recall, superior based on setup, usability, integration, and especially cost. Salesforce has a negative ROI for small businesses.
    In the Field Service package of SalesForce, the auto-routing of work order tickets is REAL nice, as well as the automations you can set up based on rules, to allow specific scheduling of specific types of calls to be automatically assigned to specific people is a huge time saver. Report automation (scheduled reports sent to specific people on specific days) is a real handy tool as well. As a DB Admin, instead of being asked every few days for data, I can schedule the report to be sent to someone without them asking me for it or me having to think about it anymore. On the other hand; Those perks I stated about took almost 2 years to achieve, thousands of dollars and untold hours of time. The biggest lie of SalesForce touts is its 'ease of setup'. We have been using it for roughly 8 years and are so deeply indebted to its use, walking away from it means we spent 10's of thousands of dollars each year, for almost a decade, for nothing. They are not a peddler of CRM, they have institutionalized indentured servitude on the business level.
    Automation: The ability to streamline complex processes is a nice benefit of the platform. It can become an amazing time-saver. User Management and Creation, one initial profile and role setups are complete, is really simple and very quick. Reporting, once your customization is complete, is very easy to build and export for whatever data visualizations you may need.
    Costs vs. ROI: The initial cost to BUILD whatever instance your SF sales rep presents to you and sells; the COST associate to get to that build is NEVER explained or discussed. The Salesforce sales rep's job is to sell you on an idea and hope, rather than practical application, implementation, and realistic expectations of the egregiously cantankerous and universally overpriced CRM. They do not vet, manage or hold accountable their 'implementation partners'. Again, the sales rep for Salesforce; their job is to sell you the platform, not what you they showed you the platform can do. There is extreme neglect in discussing the actual cost to get their CRM platform to do WHAT they have showcased to you. Not to mention the time it takes to get there. Not to mention the partners they refer to you are random. These 3rd party companies do ALL the work and make ALL the money on behalf of Salesforce, for themselves. You get stuck in contracts with mediocre service or lackluster results and there is NO recourse for you as the consumer against these 'partners'. If I want to sell GM cars, GM has standards and minimums they require in order for me to represent their brand. If I do shady dealings, rip customers off or am just a terrible business to be in business with, GM would strip me of my dealership title for their brand. SalesForce does no such thing. I could start a company to implement salesforce, have you sign a contract and deliver a garbage product. If you go to SF to complain about that; "Our hands our tied" as I have been told. Salesforce does not care about your user experience, they just want you to buy more. It is a Sales organization, not a software company. Again, they do not care about your business, the negative impact of their CRM rollout, or how terrible their 3rd party support partners are. They. Dont. Care. They just want your money. SF is aware they are the biggest player on the block. They have all the cards. You, the consumer, as an individual business, have no power or say.

  • Jason CarlageAccount Executive
    Review
    1.5

    I wasn't involved in the decision to choose [Salesforce.com] but I know that in at least one of the organizations I worked in that chose it, the analytics and reporting functionality it provides a large sales organization are second to none. It also allows for a wide variety of customizing fields, making it a fit for any large sales organization. However, all four of the other CRM's I have used (Pipedrive, Insightly, Zoho Assist, and Sharpspring) with previous, smaller sales organizations are all far more easier to use, more forgiving in terms of the ease of use and instruction provided, and don't require the additional expertise on staff for users to be able to navigate the CRM, enter opportunities, close opportunities and run reports.
    For large sales organizations the analytics and reporting must be so valuable that it overshadows the difficulty of the end user to use the product. I've used several CRM's that are simple to navigate, easy to use and much more forgiving in terms of being able to make a mistake and quickly learn how to correct it. [SalesForce.com] does not fit into that category. I've used it at two organizations now and had the same experience. I do like that it has a clean look and I like the visualization elements in terms of tracking to goal.
    Reporting. The reporting functions are valuable to see how particular accounts have done over time, to see how reps are tracking to goal, and to see how reps compare to other reps in the organization. Analytics. There are a variety of tools that management can use to determine how individual reps are performing and how the entire sales organization is tracking to goal, and how that compares to previous years. Customization. Field can be customized to help an organization create a CRM that is tailored to their particular industry and company.
    Error messages. When there is an error message it is no help at all to the typical user. It is a string of letters and numbers, often a paragraph, and there is no way to decipher this without going to the SalesForce experts on staff. This can be extremely frustrating as you made adjustments but still get the same error message. Too many clicks. When closing out an opportunity there are often several different fields and a few different locations where you have to fill out fields and information, making it easy to miss steps along the way. Lack of instruction or help items. Since there are so many places to make a misstep, it would be very useful to have some kind of help message pop up, indicating what else needs to be done.

Alternativeto.net
3.2
Top Comments by Alternativeto.net
Comments
  • davidschwartz88
    Review
    2.0

    We paid so much money for this system. We tried to get out for years but we could never get complete set of our data unless we paid $25K! The system is nice but too expensive, the support is arrogant and the billing is crooked!

  • Nasch
    Review
    2.0

    If you are not a recession right now, this might be a thing for you. Just like Adobe or Microsoft this company also abuses its market position for manipulation. Could aswell pay oracle or SAP to waste money.

  • remcovanderpluijm
    Review
    5.0

    The No. 1 CRM tool and appstore with all the relevant business apps to integrate with Salesforce.