Try our new research platform with insights from 80,000+ expert users

Pega CRM vs Salesforce Sales Cloud comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

Review summaries and opinions

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

Categories and Ranking

Pega CRM
Ranking in CRM
17th
Average Rating
8.0
Reviews Sentiment
7.0
Number of Reviews
10
Ranking in other categories
CRM Customer Engagement Centers (5th)
Salesforce Sales Cloud
Ranking in CRM
2nd
Average Rating
8.4
Reviews Sentiment
7.0
Number of Reviews
115
Ranking in other categories
Opportunity Management (1st), Sales Force Automation (1st), Conversation Intelligence Software (3rd)
 

Mindshare comparison

As of July 2025, in the CRM category, the mindshare of Pega CRM is 1.5%, up from 1.4% compared to the previous year. The mindshare of Salesforce Sales Cloud is 8.1%, down from 10.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Q&A Highlights

it_user735081 - PeerSpot reviewer
Oct 03, 2017
 

Featured Reviews

Srinivas Ganisetti - PeerSpot reviewer
Case management feature is valuable but the pricing is expensive
I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.
Greg-Lythe - PeerSpot reviewer
A feature-rich platform that helps to track sales and gather customer information
My age-old complaint with Salesforce Sales Cloud is that it has to be refreshed because it's a cloud-based system. If you make any updates, you have to refresh and save because you're fundamentally looking at what's running in the cloud. It can be slow since you constantly refresh and save the screen. If you were running a local application, like a local CRM system, as you input anything, it would be more seamless. It's like using Excel—you don't have to save every single time you enter new details into a cell because it knows it's a local copy. With a cloud-based system like the tool, changing requires refreshing and saving, which can be tedious.

Quotes from Members

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

Pros

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."
"The case management feature is really valuable."
"The solution is very easy to use."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"The product's deployment phase was easy."
"Our use case within the organization covers the entire cycle from lead generation, demand planning, and opportunities to realization and closure. For our clients, Salesforce is used more to plot the cycle from products to cash and lead to revenue. They mostly build offers and pricing quotations in the Salesforce environment through their field marketing agents."
"Salesforce provides a lot of tools out of the box like opportunity tracking, automation, and linking between account, contact, and posting."
"We can implement checks to ensure proper data entry with validation rules."
"The performance is good, and it is easy to use."
"It is an open the platform with API integration with other systems. Salesforce, it is not a software. It is very famous and available. When you are creating leads, generating leads, opportunities, it is wonderful in the reports as well. Dashboards are amazing."
"The most valuable features of Salesforce Sales Cloud are code hub management and sale opportunity management."
"The best features of the solution are its performance and stability."
"We use workflows for sales flows and various automation, such as assignment rules and validations provided by Salesforce. When out-of-the-box solutions aren't enough, we delve into coding, utilizing synchronous and asynchronous methods. Additionally, we employ tools like lightning components."
 

Cons

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"The UI is lagging and needs to be improved."
"The solution has room for improvement around decisional and real-time data analysis."
"They should enable the data-driven streaming feature inside it."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."
"The UI should be improved."
"Salesforce Sales Cloud could improve by allowing some customization of the processes with coding to avoid the problem of memory. When we use only flows in the process, which can become large flows, they are more complicated to debug and also for maintenance. It's better to invoke some Apex classes to make the process better."
"An area for improvement would be the ease of configuration."
"It might be easier if there were better integration with other sales systems or clouds that are not powered by Salesforce. For example, when we work with partners, such as Amazon or any other major tech company, sometimes we collaborate to develop a sales lead."
"In the next release, I would like to see more integration."
"We have a very broad set of products at our company. The process to get that information accurately into the Sales Cloud system could use improvement. It shouldn't take weeks of time. The process of identifying products that are being sold for forecasting purposes and sales tracking purposes is too hard."
"Compared to other CRM solutions, Salesforce is expensive. It is more affordable for enterprise users than for small businesses."
"The built-in functionality is a little dated."
"Salesforce Sales Cloud overall is too complex. There is too much functionality, it's hard for the user, at the beginning. It takes a lot of time to update the information."
 

Pricing and Cost Advice

"The pricing is on the higher side."
"It is expensive."
"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."
"Salesforce Sales Cloud is an expensive solution."
"The price is fair."
"The subscription is on a monthly basis."
"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."
"I've seen the prices for Salesforce Sales Cloud, but I haven't been the one to handle the money. As someone who's only visually looked at the price, I would imagine it's on the pricier side, but they do have a ton of leverage, and seeing that everyone I've worked for has always been dedicated to continuing Salesforce. I've never worked for anyone who has threatened to leave. Everyone has accepted the pricing for what they offer."
"The licensing fees are reasonable."
"Being license based, the license varies by type. The pricing is considered average."
"It's expensive, storage being the most costly aspect."
report
Use our free recommendation engine to learn which CRM solutions are best for your needs.
861,390 professionals have used our research since 2012.
 

Answers from the Community

it_user735081 - PeerSpot reviewer
Oct 3, 2017
Oct 3, 2017
My advice is to compare the full investment of the CRM implementation - software, cloud and services - as from a general perspective, all top level "costs" are generally comparable. It is the cost-to-value ratio that you will want to focus upon. Also, you’ll want to assess whether you will be looking to deploy AI or not, as some vendors’ offerings are not quite as real and ready-to-deploy as ot...
See 2 answers
it_user70698 - PeerSpot reviewer
Oct 3, 2017
Hi thanks for your request. Each of the ERP CRM listed above has certain functionalities in common and comparing the cost between them will completely depends upon the need. Overall Salesforce and SAP CRM has CRM functionality and it is Tier 1 CRM product. Pega is not a CRM product and it specializes in BPM ( Business Process Management). Please email me and I can discuss over the phone with you for further details.
it_user747921 - PeerSpot reviewer
Oct 3, 2017
My advice is to compare the full investment of the CRM implementation - software, cloud and services - as from a general perspective, all top level "costs" are generally comparable. It is the cost-to-value ratio that you will want to focus upon. Also, you’ll want to assess whether you will be looking to deploy AI or not, as some vendors’ offerings are not quite as real and ready-to-deploy as others. Note that I am biased, as I am with Pega, running their CRM practice. With this said -- in terms of unbiased independent reviews, Gartner's latest Magic Quadrant for the CRM Customer Engagement Center for 2017, cites “Reference customers gave Pegasystems' overall package the best cost-to-value rating of any solution assessed for vendors in the Leaders quadrant.” A free copy of Gartner's report may be downloaded here: https://www.pega.com/gartner-crm-cec-2017 Best of luck in your research. Just let me know if I can be of any further assistance. Regards, Jeff Nicholson
 

Top Industries

By visitors reading reviews
Financial Services Firm
26%
Computer Software Company
14%
Comms Service Provider
5%
Educational Organization
5%
Educational Organization
31%
Computer Software Company
9%
Financial Services Firm
9%
Manufacturing Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Pega CRM?
The product's deployment phase was easy.
What needs improvement with Pega CRM?
The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...
What is your primary use case for Pega CRM?
Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...
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.
What needs improvement with Salesforce Sales Cloud?
With today's generative AI capabilities like ChatGPT ( /products/chatgpt-reviews ), it should be possible to directly communicate with the software rather than navigating through the entire system ...
What is your primary use case for Salesforce Sales Cloud?
I generally use Salesforce Sales Cloud ( /products/salesforce-sales-cloud-reviews ) for our sales process, setting up the entire opportunity lifecycle from lead generation to contract closure. It h...
 

Also Known As

Chordiant
Sales Cloud, SFDC, Salesforce
 

Overview

 

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING
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
Find out what your peers are saying about Pega CRM vs. Salesforce Sales Cloud and other solutions. Updated: July 2025.
861,390 professionals have used our research since 2012.