Salesforce Reviews

Name: Salesforce
Brand: Salesforce
Rating: 4.0 (37 reviews)

4.0 out of 5

37 reviews
89% willing to recommend

What is Salesforce?

Salesforce excels at CRM, offering analytics integration for ROI reporting and user-friendly customization. Automated ticket generation and intuitive features make it ideal for opportunity tracking, customer interaction management, and sales journey enhancement.

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Salesforce is the #3 ranked solution in top Customer Experience Management solutions. PeerSpot users give Salesforce an average rating of 8.0 out of 10. Salesforce is most commonly compared to Genesys Cloud CX: Salesforce vs Genesys Cloud CX. Salesforce is popular among the large enterprise segment, accounting for 53% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 12% of all views.

Helped 851,491 peers since 2012

Featured Salesforce reviews

Alona Bean

Delivery Manager at a tech company with 51-200 employees

One of the best features Salesforce offers is the ability to design custom workflow processes. This has reduced time significantly, saving hours of manual work since it is now automated via Salesforce. Automating manual processes has streamlined my work, allowing me to dedicate time to more important tasks instead of wasting time on manual data entry.

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Chandan-Kumar

Director for the End-User Performance at a financial services firm with 10,001+ employees

For a common business, I would recommend Salesforce if they face any challenges, especially because the cloud version is quite handy. However, for manufacturing-type companies, I would not recommend Salesforce as it is too simple and might not cover all their requirements. I'd rate the solution seven out of ten.

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SusmitBhattacharya

Director at a tech vendor with 51-200 employees

Our customers come with a specific niche requirement. Customers typically don't come with generic testing requirements but rather specific Salesforce testing needs. When we demonstrate our solution for their specific needs, we are often able to convert them into customers. Our pricing is also very competitive. Every customer has unique pain points. Our test automation solution addresses many of these, such as increasing speed and saving costs. Our test management solution helps with governance. Depending on the customer's needs, our solution can address those pain points. Integration with AI: It's integrated with ChatGPT (OpenAI). It's around the generation of scenarios. For example, if you want to create a test scenario, you can use ChatGPT and our capability. We've modeled the LLM after activity and trained it on provided items, helping us with the digitization of testing areas. There's also the Assistant. If you need support on Provar, this assistant, an LLM model trained on Provar documentation and knowledge, can respond to customer queries directly.

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Salesforce mindshare

As of May 2025, the mindshare of Salesforce in the Customer Experience Management category stands at 7.8%, up from 3.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Customer Experience Management

PeerResearch reports based on Salesforce reviews

Type	Title	Date
Category	Customer Experience Management	May 19, 2025	Download
Product	Reviews, tips, and advice from real users	May 19, 2025	Download
Comparison	Salesforce vs ServiceNow Customer Service Management	May 19, 2025	Download
Comparison	Salesforce vs Qualtrics XM Platform	May 19, 2025	Download
Comparison	Salesforce vs Freshdesk	May 19, 2025	Download

Title	Rating	Mindshare	Recommending
Genesys Cloud CX	4.4	6.6%	100%	12 interviews Add to research
Freshdesk	4.1	5.4%	93%	31 interviews Add to research

Valuable Features

Salesforce offers user-friendly customization, robust CRM features, enhanced reporting and analytics, and seamless integration with other tools. It automates manual processes, improving efficiency and reducing workload. The platform is flexible, scalable, and easily adaptable to business needs. Key functionalities include dashboards, order management, workflow automation, opportunity tracking, and customer journey insights. Users find great value in its user interface and ability to streamline sales and marketing activities.

"One of the best features Salesforce offers is the ability to design custom workflow processes."
"The parameters or the different fields needed are quite good and easy for the customers to understand."
"We have our offers in one place, which allows us to see what offers we have provided to our customers."

Room for Improvement

Salesforce requires improvements in integration with third-party systems, better UI and user experience, and enhanced customization capabilities. Reporting and dashboard functionalities could be more user-friendly. Users face challenges with high pricing, learning curves, and manual processes. Integration with social media and AI features would benefit its functionality. The current platform is seen as cluttered, and notifications and alerts could be more intuitive. Enhanced mobile application and efficient setup phase are also needed.

"More understanding from the business standpoint will help Salesforce."
"The interface is not self-explanatory."
"One significant challenge is that the customized code by the consultant is not provided to us. This code is required for any changes, and we have to rely on the consultant for modifications."

ROI

Salesforce enhances sales conversion through improved tracking and lead nurturing, leading to a positive ROI. Companies experience time savings by easing internal processes and eliminating spreadsheet use, allowing focus on strategic tasks. Customer engagement management is streamlined, enabling consistent follow-ups. Time and monetary savings are evident as operational efficiencies increase, which advances companies technologically.

Pricing

Salesforce is positioned for enterprise-level businesses and is considered part of the higher pricing spectrum. Costs include annual licensing fees, with separate licenses for additional modules. Pricing varies based on usage and the number of users, which can escalate expenses as businesses scale. User feedback indicates a six to eight out of ten on pricing affordability, identifying it as expensive compared to competitors, though noted for offering more functionalities.

"It's medium-priced. It is cheaper than Tosca."
"The modules are too expensive."
"I looked at Salesforce for mobility purposes about five years ago, and the pricing was fairly competitive for mobile implementations at that time."

Popular Use Cases

Companies primarily use Salesforce for customer relationship management, sales tracking, marketing activities, and data analysis. They manage leads, opportunities, and customer interactions, create reports, track sales pipelines, and handle customer support. Many use it for updating client details, generating offers, and organizing projects. Salesforce assists in managing dealer systems, integrating data, and facilitating communication through APIs. It plays a significant role in business development, marketing campaigns, and optimizing internal workflows.

Service and Support

Salesforce offers excellent technical support with rapid response times. Users appreciate seminars and are satisfied with the handling of support tickets. Communication between support teams is effective, resolving issues promptly. High retention rates reflect satisfaction levels. Though a few users rate Salesforce slightly lower than Microsoft for support, most favor its quick and efficient service. Organizations often prefer handling interactions through their own customer teams, ensuring seamless experiences without major setbacks.

Deployment

Salesforce's initial setup experiences varied. Some found it straightforward and quick, with easy cloud access and minimal installation. Others experienced complexity, with timelines influenced by project size and resource requirements. Deployment durations ranged from days to several months. While some rated ease highly, others noted challenges due to complexity and resource needs. Training and knowledge were essential for effective setup, and larger projects required coordinated efforts from IT and various departments.

Scalability

Salesforce is recognized as very scalable, with many praising its capacity to handle users in various team sizes and organizational structures. Many users highlight its cloud-based nature, which contributes to seamless scaling and reliability. Flexibility is often noted, with users able to purchase more licenses as needed. Some limitations are mentioned regarding licensing. Most users rate scalability between eight and ten, underscoring its effectiveness in facilitating growth without performance issues.

Stability

Users frequently highlight Salesforce’s stability, giving it high ratings. Many assign scores between eight and ten, often noting reliability. Occasional issues are rare, with most mentioning consistent performance. While there are instances of downtime, it rarely affects the system’s dependability. Some users express minor concerns, giving it ratings as low as five, but the majority affirm a stable experience. Salesforce is often rated nine out of ten, indicating strong confidence in its robustness.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Salesforce Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

12%

Computer Software Company

12%

Educational Organization

11%

Comms Service Provider

10%

University

Performing Arts

Manufacturing Company

Construction Company

Real Estate/Law Firm

Retailer

Insurance Company

Energy/Utilities Company

Government

Wellness & Fitness Company

Consumer Goods Company

Healthcare Company

Hospitality Company

Legal Firm

Logistics Company

Marketing Services Firm

Media Company

Non Profit

Pharma/Biotech Company

Recreational Facilities/Services Company

Training & Coaching Company

Analyst Firm

Compare Salesforce with alternative products

Learn more about Salesforce

Salesforce is renowned for its comprehensive CRM functionalities, aiding businesses with dashboards, email campaigns, and seamless third-party integrations. It enhances sales processes by offering tools for opportunity management, customer interaction tracking, and efficient order booking. Flexibility and scalability make it suitable for promotional campaigns and improved business operations.

What are Salesforce's most important features?

Analytics Integration: Connects with analytics for ROI reporting.
User Customization: Offers user-friendly customization options.
Automated Ticketing: Provides automated ticket generation.
Intuitive Interface: Ensures ease of use for customers.
Opportunity Management: Helps in tracking and managing opportunities.

What benefits or ROI should users look for in reviews?

Enhanced Data Flow: Seamless third-party integrations improve data flow.
Sales Process Efficiency: Automates and enhances sales journey management.
Customization Flexibility: Adapts to changing business operations.
Campaign Management: Supports marketing functions with campaign analysis.
Order Management: Simplifies order booking and tracking.

Salesforce is implemented in industries for CRM, marketing activities, and customer information management. It supports sales pipeline tracking, business development, customer experience management, lead management, and sales process automation. Marketing is facilitated through campaign analysis and email campaigns, alongside customer interaction insights. Businesses use it for order management, prospecting, project management, and sales forecasting.