Salesforce Review

Salesforce CRM Review and Ratings 2023

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Salesforce CRM is a customer relationship management (CRM) software that is designed to help businesses manage their customer interactions, sales, and marketing activities. The software is cloud-based, which means it is accessible from anywhere and requires no installation or maintenance on the user’s end.

Salesforce is one of the most widely used CRM software in the world, with over 150,000 customers across various industries.

In this review, I will explore the features, costs, and other aspects of Salesforce CRM.

I’ll also provide my opinions on the companies I believe will gain the most from implementing Salesforce CRM.

What is Salesforce CRM?

Salesforce user experience

Sales CRM software offers a wide range of features and capabilities, including lead and opportunity management, contact and account management, marketing automation, customer service, and analytics.

One of the key benefits of Salesforce is its flexibility and scalability. The software can be customized to fit the specific needs of any business, from small startups to large enterprises. Additionally, Salesforce offers a range of integrations with other software, allowing businesses to streamline their operations and improve their overall productivity.

Another benefit of Salesforce is its user-friendly interface. The software is designed to be intuitive and easy to use, making it accessible to both technical and non-technical users. Salesforce also offers extensive training and support resources to help businesses get the most out of the software.

In terms of pricing, Salesforce offers a range of plans to fit the needs and budgets of different businesses. The pricing is based on the number of users and the specific features required, making it flexible and scalable.

Overall, Salesforce is a powerful and versatile CRM software that can help businesses improve their customer interactions, streamline their operations, and grow their bottom line. With its user-friendly interface, extensive capabilities, and flexible pricing, Salesforce is a great option for any business looking to improve its customer relationships and increase its sales.

Salesforce CRM Key Features

Sales Pipeline Management

Salesforce - Sales Pipeline Management

Salesforce’s sales pipeline management features allow businesses to track their sales activities, from lead generation to deal closure. This enables businesses to identify bottlenecks in the sales process, prioritize their efforts, and ensure that they are focusing on the most promising leads. By having a clear overview of the sales pipeline, businesses can also make accurate revenue forecasts and allocate resources more efficiently.

Contact Management

Salesforce - Contact Management

Salesforce’s contact management features enable businesses to centralize their customer and prospect information, making it easy to manage and track all interactions. This helps businesses build better relationships with customers and prospects, as they have access to a full history of communication and activity. The contact management features also help businesses to identify cross-selling and upselling opportunities, by analyzing the data and identifying common patterns.

Sales Reporting

Salesforce - Sales Reporting

Salesforce’s sales reporting features enable businesses to track their sales performance and identify areas for improvement. The reporting tools provide businesses with key metrics, such as conversion rates, sales velocity, and win/loss ratios. This helps businesses to make data-driven decisions, and focus their efforts on the activities that are most likely to generate revenue.

Marketing Automation

Salesforce - Marketing automation

Salesforce’s marketing automation features enable businesses to automate their marketing campaigns and nurture leads more effectively. The automation tools include email marketing, social media marketing, and lead nurturing. By automating these tasks, businesses can save time, reduce manual errors, and ensure that all leads are being nurtured in a timely and consistent manner.

Customer Service

Salesforce - customer service

Salesforce’s customer service features enable businesses to manage customer interactions more efficiently and provide a better overall customer experience. The tools include case management, knowledge base, and customer communities. By having a centralized platform for customer service, businesses can ensure that all inquiries are being addressed promptly and that customers are receiving consistent and accurate information.

Salesforce User interface

Salesforce is known for its user-friendly interface, which is designed to make it easy for users to navigate and find the features they need. Here’s a breakdown of the Salesforce user interface:


Salesforce’s navigation is organized into tabs, which are located at the top of the screen. Each tab represents a different feature or function, such as Leads, Contacts, Accounts, and Opportunities. Users can easily switch between tabs by clicking on them.

Salesforce - navigation


The search function is located in the top right corner of the screen. Users can search for records, contacts, or any other data within Salesforce. The search function is fast and accurate, and users can quickly find the information they need.

Record Detail Pages

When users click on a record, they are taken to a detail page that displays all the information about that record. The detail page is organized into sections, such as Details, Related Lists, and Activity History. Users can easily edit or update the record by clicking on the Edit button.


Salesforce’s dashboards provide users with a visual representation of their data. Users can create customized dashboards that display charts, graphs, and other visualizations. Dashboards are easy to create and update, and they provide users with a quick overview of their data.

Mobile App

The mobile app provides users with a simplified version of the desktop interface. The mobile app is optimized for small screens, and users can easily access all the key features of Salesforce from their mobile devices.

Salesforce - mobile app

Overall, the user interface is intuitive and easy to navigate. The interface is designed to be customizable, so users can personalize it to their preferences. The search function is fast and accurate, and users can easily find the information they need. The record detail pages are well-organized and easy to navigate, and the dashboards provide users with a visual representation of their data. The mobile app is also well-designed, providing users with access to all the key features of Salesforce on the go.

Salesforce CRM Setup & Getting Started

Setting up Salesforce can seem daunting at first, but the process is actually quite straightforward. Here’s a breakdown of the setup process and how quickly businesses can get up and running with Salesforce:

1. Choose a Plan: The first step in setting up Salesforce is to choose a plan that meets your business needs. Salesforce offers several plans, ranging from basic to advanced, with different features and pricing options.

2. Customization: Once you have chosen a plan, you can customize Salesforce to meet your business requirements. This includes setting up custom fields, workflows, and automation rules. Salesforce provides a variety of customization options, so businesses can tailor the platform to their specific needs.

3. Data Import: After customizing Salesforce, businesses can import their data into the platform. Salesforce provides tools for importing data from spreadsheets, other CRM platforms, and other sources. This process can take some time, depending on the amount of data that needs to be imported.

4. Training: Once the data is imported, businesses can train their users on how to use Salesforce. Salesforce provides a variety of training resources, including online tutorials, documentation, and support forums. Users can also attend training sessions or hire consultants to help them get up to speed with Salesforce.

Overall, the setup process for Salesforce can be completed in a few days or weeks, depending on the size of the business and the complexity of the customization. Salesforce provides comprehensive documentation and support resources, making it easy for businesses to get up and running quickly. With its user-friendly interface and robust features, Salesforce can help businesses improve their sales process and achieve their goals.

Salesforce CRM Customization

Salesforce is a highly customizable platform that can be tailored to meet the specific needs of a business. Here are some ways that Salesforce can be customized:

Custom Fields: Salesforce allows businesses to create custom fields to capture data that is unique to their business. This can include fields for tracking customer preferences, product information, or any other data that is important to the business.

Workflows: Workflows are automated processes that can be created within Salesforce to streamline business processes. Workflows can be used to automate lead generation, follow-up tasks, and other processes that are critical to the sales process.

Reports: Salesforce provides a variety of reporting options that can be customized to meet the needs of a business. Reports can be created to track sales performance, lead sources, and other important metrics. Reports can also be scheduled to run automatically and delivered to stakeholders.

Dashboards: Dashboards provide a visual representation of data and can be customized to display the metrics that are important to the business. Dashboards can be created for sales teams, managers, and other stakeholders, providing a quick snapshot of sales performance.

Integrations: Salesforce can be integrated with other systems, such as marketing automation platforms, accounting software, and other business tools. This allows businesses to streamline their workflows and improve efficiency.

Salesforce CRM Integrations

Salesforce provides a wide range of integrations with other systems, making it a versatile platform that can be used across different areas of a business. Here are some of the different integrations available with Salesforce:

Email Integrations: Salesforce can be integrated with email platforms such as Microsoft Outlook and Gmail. This allows users to view and manage their emails within Salesforce, eliminating the need to switch between platforms. It also enables users to create and send emails from within Salesforce, track email engagement, and automate follow-up tasks.

Marketing Automation Integrations: Salesforce can be integrated with marketing automation platforms such as Marketo, HubSpot, and Pardot. This integration enables businesses to streamline their lead generation and nurturing processes, track campaign performance, and gain insights into their marketing ROI.

Project Management Integrations: Salesforce can be integrated with project management tools such as Asana, Trello, and Jira. This allows businesses to manage their projects within Salesforce, track progress, and collaborate more effectively with team members.

Accounting Integrations: Salesforce can be integrated with accounting software such as QuickBooks and Xero. This integration enables businesses to manage their financial data within Salesforce, track customer invoices, and manage payments.

Customer Service Integrations: Salesforce can be integrated with customer service platforms such as Zendesk and Freshdesk. This integration allows businesses to manage customer inquiries and support requests within Salesforce, providing a more seamless and integrated experience for both the customer and the support team.

Salesforce CRM Pricing

Salesforce offers a variety of pricing plans to meet the needs of businesses of all sizes. Here is an overview of Salesforce’s pricing plans and what features are included at each level:

Salesforce Pricing Plans
  1. Essentials: The entry-level pricing plan, is designed for small businesses with up to 10 users. The plan includes basic CRM features such as contact management, lead management, and sales forecasting. The Essentials plan starts at $25 per user per month.
  2. Professional: Designed for businesses that require more advanced CRM functionality. This plan includes features such as customizable dashboards, lead scoring, and workflow automation. The Professional plan starts at $75 per user per month.
  3. Enterprise Plan: Designed for businesses that require more advanced customization options and integrations. This plan includes advanced reporting, API access, and custom app development. The Enterprise plan starts at $150 per user per month.
  4. Performance Plan: Designed for businesses with high-volume sales processes that require advanced features and support. This plan includes all of the features of the Enterprise plan, as well as additional support for large data volumes and complex customizations.

In addition to these pricing plans, Salesforce offers add-ons and additional features that can be purchased separately, such as Marketing Cloud and Service Cloud. Salesforce also offers a free trial for all of its plans, allowing businesses to test the platform before committing to a paid subscription.

Overall, Salesforce offers a variety of pricing plans and features to meet the needs of businesses of all sizes. Whether you’re a small business just starting out, or a large enterprise with complex sales processes, Salesforce provides the tools and functionality to help you succeed.

Salesforce CRM Customer Support

Salesforce is known for its high-quality customer support, with a range of options available to customers who need assistance. Here are the different customer support options available with Salesforce:

Phone Support: Salesforce offers phone support for customers who need immediate assistance. Phone support is available 24/7 for critical issues, and during business hours for non-critical issues. The phone support team is knowledgeable and helpful and can help customers with a wide range of issues.

Email Support: Salesforce also offers email support for customers who prefer to communicate in writing. Customers can submit support requests via email and can expect a response within a few hours. Email support is available 24/7 for critical issues, and during business hours for non-critical issues.

Live Chat Support: For customers who prefer to chat online, Salesforce offers a live chat option. Live chat is available during business hours and allows customers to chat with a support representative in real time. Live chat is a quick and convenient way to get answers to simple questions or issues.

Knowledge Base: Salesforce also provides a comprehensive knowledge base for customers who prefer to self-serve. The knowledge base includes articles, videos, and tutorials on a wide range of topics, including how to use different Salesforce features, troubleshooting tips, and best practices.

Trailhead: Salesforce’s Trailhead platform is another excellent resource for customers who want to learn more about the platform. Trailhead provides interactive training modules, quizzes, and projects that help customers develop their Salesforce skills.

Salesforce CRM Pros and Cons

What I Like

  1. Intuitive Interface: The user interface is intuitive and easy to navigate, making it easy for users to find the information they need and perform tasks quickly.
  2. Customizable Features: Salesforce offers a wide range of customizable features, allowing businesses to tailor the platform to their specific needs. This includes custom fields, workflows, and dashboards.
  3. Sales Pipeline Management: The sales pipeline management features make it easy for businesses to track and manage their sales process, from lead generation to closed deals.
  4. Contact Management: Salesforce’s contact management features make it easy to store and organize customer information, helping businesses to stay on top of their customer relationships.
  5. Sales Reporting: The sales reporting features provide businesses with valuable insights into their sales process, allowing them to identify areas for improvement and make data-driven decisions.
  6. Integrations: Salesforce offers a wide range of integrations with other tools and platforms, such as email, marketing automation, and project management tools, making it easy for businesses to connect and streamline their workflow.
  7. Scalability: Salesforce is scalable, meaning it can grow with your business. As your business grows and your needs change, you can easily customize and expand your Salesforce platform to meet your changing needs.

Overall, Salesforce offers a range of features and benefits that can help businesses improve their sales process and increase their efficiency. Its customizable features, intuitive interface, and powerful reporting tools make it a valuable asset for businesses of all sizes.

What I Don’t Like

  1. Limited Integrations: While Salesforce offers a range of integrations with other tools and platforms, it may not have as many integrations available as some other CRM software. This can be a disadvantage for businesses that rely heavily on specific tools that may not integrate seamlessly with Salesforce.
  2. Complexity: Salesforce can be complex, especially for businesses that are new to the platform. It may take some time and effort to learn how to use all of the features and customize the platform to meet your specific needs.
  3. Cost: Salesforce can be expensive, especially for small businesses. While there are different pricing plans available, some businesses may find that the cost is prohibitive.
  4. Time-Consuming: Customizing Salesforce to meet your specific needs can be time-consuming, especially if you don’t have a dedicated IT team or Salesforce expert on staff. This can be a disadvantage for businesses that need to get up and running quickly.
  5. Learning Curve: Salesforce has a steep learning curve, and it may take some time for new users to become proficient with the platform. This can be a disadvantage for businesses that need to onboard new employees quickly.

Overall, while Salesforce offers a wide range of features and benefits, it may not be the best fit for every business. Its potential drawbacks, such as limited integrations and complexity, should be carefully considered before making a decision.

Which businesses are best suited for Salesforce CRM?

  1. Sales-driven businesses: Businesses that rely heavily on sales, such as those in the retail, technology, and financial industries, can benefit from Salesforce’s robust sales pipeline management and contact management features.
  2. Service-based businesses: Businesses that provide services, such as consulting firms or healthcare providers, can benefit from Salesforce’s case management features, which help manage customer service requests and ensure timely resolution.
  3. Mid-sized to large businesses: Salesforce can be particularly beneficial for mid-sized to large businesses that have a large customer base and complex sales processes. The platform can help streamline these processes and improve efficiency.
  4. Businesses with multiple locations: Businesses with multiple locations can benefit from Salesforce’s cloud-based platform, which allows for easy access and sharing of customer data across locations.
  5. Businesses with a need for customization: Businesses that require a high level of customization, such as those with unique sales processes or specific industry needs, can benefit from Salesforce’s customizable features.

Overall, while Salesforce can benefit businesses across a variety of industries and sizes, those that have a strong focus on sales and service, multiple locations, and a need for customization may find the platform particularly well-suited to their needs.

Final Recommendation

It is clear that Salesforce CRM can be a valuable asset for businesses of all sizes and industries. Its intuitive interface, customization options, and robust set of features can help businesses streamline their sales processes, improve customer service, and increase efficiency.

However, before making the decision to use Salesforce, it is important for businesses to carefully consider their specific needs and requirements. While Salesforce can offer many benefits, it may not be the best fit for every business, especially those that require specific integrations or have limited budgets.

In conclusion, for businesses looking for powerful and customizable CRM software, Salesforce is definitely worth considering. Its reputation as a market leader and the range of features and benefits it offers make it a top contender in the CRM space. However, it’s important to do your research, carefully consider the costs and potential drawbacks, and ensure that Salesforce is the right fit for your business before making a decision.

Get started with Salesforce.

Want to see how it compares? Take a look at my below side-by-side comparisons.

What are the Salesforce Alternatives?

  1. Pipedrive: Popular sales-focused customer relationship management (CRM) tool that helps businesses manage their sales pipeline more effectively.
  2. HubSpot CRM: Popular choice for small and medium-sized businesses, offering features such as email marketing, lead management, and analytics.
  3. Zoho CRM: Cloud-based solution that offers a range of features including sales automation, marketing automation, and customer support. Read the full review.
  4. Insightly: Designed for small businesses, offering features such as contact management, project management, and lead tracking.
  5. Freshsales: Cloud-based CRM platform that offers features such as lead management, email tracking, and analytics.
  6. Microsoft Dynamics 365: Comprehensive CRM platform that includes sales, marketing, customer service, and operations tools.
  7. Copper: CRM platform designed for small and medium-sized businesses, offering features such as contact management, lead tracking, and email integration.
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