As of June 2024, in the CRM category, the mindshare of Salesforce Sales Cloud is 13.2%, up from 9.1% compared to the previous year. The mindshare of Salesforce Service Cloud is 1.5%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Unique Categories:

Opportunity Management

15.6%

Sales Force Automation

37.5%

CRM Customer Engagement Centers

25.0%

Help Desk Software

1.8%

Q&A Highlights

Avigail Sugarman

Community Manager at PeerSpot (formerly IT Central Station)

Jun 24, 2014

Salesforce.com is positioned in the Leaders Quadrant in the 2014 Gartner report. What are your experiences with it?

I would prefer to chose platform based on specific needs vs directly looking at Gartner report however I agree that quadrant placement of different products can be used gain perspective. I have used Siebel , Salesforce ,Saleslogix ,Rightnow & Vocalcom.Based on my experience ,each product has its Pros & cons.So product selection is direct function of "your business needs & requirements" I would rate Siebel to be functionally rich when it comes to complex workflow ,Rules while automating Sales , Marketing & after market service processes. Salesforce is user friendly & intuitive tool with a very strong Social CRM feature- Chatter.For Contact center & Customer experience management , Vocalcom & Salesforce would offer complementary feature sets. I have done one of the most complex migration project from Siebel to Salesforce & we ended up buying 4 different ancillary tools such as Marketo ,ServiceMax ,OBIEE etc to meet our different objective across CRM function (Marketing,Sales , After Market Service, CRM insight etc).Initially , we thought we could do all using Salesforce but had to settle down with many more tools & we could only meet 85% of our business requirement that we managing only through single Tool - Siebel. Thanks Pratyush

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Featured Reviews

Sue Bhuvane

NetSuite Senior Consultant / Solution Architect at Plative

Jun 28, 2022

Easy to use dashboard; puts out valuable analysis reports

I find the Salesforce Sales Cloud dashboard and analysis reports valuable and easier to use than those of the solution's competitors. I don't like the way parent-child relationships work in transactions between records in Salesforce Sales Cloud. NetSuite is a little bit more user-friendly in…

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Diganta Tah

Director - Customer Experience at Cognizant

Apr 19, 2024

Offers real-time intelligence, stable product and improves interactions with customers in service environments

I'm a system integrator implementing the product for other companies. Typical use cases involve improving interactions with customers in service environments. This could be either a call center setup or using field service agents to service products on-site It is straightforward to integrate…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Suitable for all sizes of organizations."

"Salesforce is such a widespread software in terms of what it can do and its scope. Theoretically, you can run a whole company off of it. There are many valuable features, such as reporting and analytics. You can customize almost the whole environment is what appeals to so many companies the most."

"The tool is very good in terms of stability, support, and features."

"Salesforce Sales Cloud is very reliable and provides good stability and security."

"Contact records are most valuable."

"The most valuable features of Salesforce Sales Cloud are ease of use. It is very simple for the sales team to use. You can integrate it with a lot of other systems."

"This solution offers a good user experience. It is easy to learn and use, even for those who are using it for the first time."

"The most valuable features of the solution are reporting and dashboards."

More Salesforce Sales Cloud pros

"The most valuable feature of the solution is the traceability of actions."

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."

"The plug-ins that work with other standard systems have made the product industry-ready."

"The interface is quite user-friendly."

"It is a stable product."

"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

More Salesforce Service Cloud pros

Cons

"Sometimes they refresh the production environment, which can be a bit of a challenge."

"One consistent comment about the product internally is that it has a steep learning curve, especially for some sales executives. Simplifying the interface would be a big leap forward. Like a chatbot, fewer clicks and more direct AI interaction could help. A simplified interface with AI support would make things much easier. We need an AI feature like ChatGPT that helps us to hold conversations."

"The built-in functionality is a little dated."

"Its reporting capabilities can be improved. Its reporting interface should be improved to personalize reports."

"When integrating Salesforce Sales Cloud with other applications it can be difficult to maintain security."

"The high price of the product is an area of concern where improvements are required."

"The solution's customer support is not so good."

"One area where the solution could improve is with handling feature requests."

More Salesforce Sales Cloud cons

"The governor limits are a troubling feature of Salesforce"

"The documentation could be improved."

"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."

"The product's high price is an area of concern where improvements are required."

"The pricing of the solution can be made cheaper."

"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."

"The main concern for me revolves around the speed of certain integrations."

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

More Salesforce Service Cloud cons

Pricing and Cost Advice

"I have found Salesforce Sales Cloud to be expensive. However, it is the number one CRM solution in the world. It is worth the money."

"The main thing is it is costly. Salesforce it is not cheap, it's costly. Some of our customers say it is a costly solution. So, we have lost some sale opportunities regarding the high price. This is the main thing that we are facing. It is sales per user and the user price is about $150 per month, per user for the Enterprise Edition. The other edition is less than this, but it is costly. A company that has 70 or 80 users would pay more than $8,000 USD yearly because it is cloud based."

"There is a license required to use this solution and the price is expensive. It could be reduced."

"The price of the Salesforce Sales Cloud is expensive. We pay monthly for the solution but we are billed quarterly."

"The price of Salesforce Sales Cloud could be reduced. It is expensive."

"Sales Cloud is quite expensive."

"You need to pay for the license per user per month. For example, you need to pay $100 per user. If you have 200 users using your Salesforce, that would be multiplied by a hundred, that's $20,000 per month and a quarter million per year."

"We have a yearly license, and there are no hidden costs. Considering the Indian market, the pricing is reasonable. I don't consider it to be on the high side."

More Salesforce Sales Cloud pricing and cost advice

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"The price is too expensive."

"Salesforce is not a cheap product. It can be expensive."

"The tool is pretty expensive."

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"The solution is priced at 50 dollars a month per user."

"The price of the solution depends on how many users need access to it"

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

More Salesforce Service Cloud pricing and cost advice

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Answers from the Community

Avigail Sugarman

Community Manager at PeerSpot (formerly IT Central Station)

Jun 24, 2014

Salesforce.com is positioned in the Leaders Quadrant in the 2014 Gartner report. What are your experiences with it?

2 out of 7 answers

it_user77631

Sales at InterCall

Jun 18, 2014

I have been using Salesforce.com for the past 4 years and have had an extremely positive experience. It not only allows you to store and manage customer data, but also to collaborate with colleagues and share questions and ideas. In addition, I find the reporting tools to be invaluable. Regards, Zoe

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it_user88374

Program Manager at a government with 501-1,000 employees

Jun 18, 2014

Sorry. I do not have any experience with Salesforce.

Read full answer

See all 7 answers

Top Industries

By visitors reading reviews

Educational Organization

71%

Computer Software Company

Financial Services Firm

Manufacturing Company

Computer Software Company

20%

Educational Organization

15%

Financial Services Firm

13%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Salesforce Sales Cloud?

The features of Sales Cloud most useful for testing and running email campaigns are highly valuable.

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What needs improvement with Salesforce Sales Cloud?

The product is not stable when enhancements are done to the cloud.

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What is your primary use case for Salesforce Sales Cloud?

We use the solution to manage our sales processes.

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What is your experience regarding pricing and costs for Salesforce Service Cloud?

The price of the solution depends on how many users need access to it. For instance, if you are availing the license for a hundred users, the price can be around $49/month for the product.

See all answers

What needs improvement with Salesforce Service Cloud?

The governor limits are a troubling feature of Salesforce. At our company, we have limited the set of governor limits because it is cloud-based and has a multi-tenant architecture. In governor limi...

See all answers

What is your primary use case for Salesforce Service Cloud?

I have used Salesforce Service Cloud in a couple of projects. In our company, I have used the solution for one client, a medication company based in the US. In the aforementioned project, different...

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Comparisons

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 26% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 24% of the time

Oracle E-Business Suite vs Salesforce Sales Cloud

Compared 8% of the time

SAP ERP vs Salesforce Sales Cloud

Compared 7% of the time

IQVIA Orchestrated Customer Engagement vs Salesforce Sales Cloud

Compared 7% of the time

More Salesforce Sales Cloud Competitors

ServiceNow vs Salesforce Service Cloud

Compared 28% of the time

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 25% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 15% of the time

Vlocity vs Salesforce Service Cloud

Compared 12% of the time

BSI vs Salesforce Service Cloud

Compared 10% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Salesforce Sales Cloud

May 2024

Download Salesforce Sales Cloud product report

Buyer's Guide

Salesforce Service Cloud

May 2024

Download Salesforce Service Cloud product report

Also Known As

Sales Cloud, SFDC, Salesforce

Service Cloud

Learn More

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Salesforce

Overview

Salesforce Sales Cloud is the most widely used of sales tools and sales automation software, speeding and streamlining all phases of sales from lead management to analytics and forecasting. Thanks to Salesforce Sales Cloud, more than 100,000+ customers and 2 million subscribers worldwide can manage people and processes more effectively, pursue more business in less time, and close more deals.

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Sample Customers

Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Find out what your peers are saying about Microsoft, Salesforce, monday.com and others in CRM. Updated: June 2024.

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