Salesforce Reviews

Name: Salesforce
Brand: Salesforce
Rating: 4.0 (38 reviews)

4.0 out of 5

38 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 #2 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 51% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 12% of all views.

Helped 864,053 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 July 2025, the mindshare of Salesforce in the Customer Experience Management category stands at 7.5%, up from 4.1% 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	Jul 31, 2025	Download
Product	Reviews, tips, and advice from real users	Jul 31, 2025	Download
Comparison	Salesforce vs Qualtrics XM Platform	Jul 31, 2025	Download
Comparison	Salesforce vs ServiceNow Customer Service Management	Jul 31, 2025	Download
Comparison	Salesforce vs Freshdesk	Jul 31, 2025	Download

Title	Rating	Mindshare	Recommending
Genesys Cloud CX	4.4	5.7%	100%	12 interviews Add to research
Freshdesk	4.1	5.3%	94%	32 interviews Add to research

Valuable Features

Salesforce is valued for features like user-friendliness, customization, and comprehensive analytics. The CRM capabilities, dashboards, and reporting functions stand out, allowing easy tracking and management of customer interactions and sales opportunities. Integration with tools like Celonis enhances data extraction. Automation of processes, such as ticket creation and workflow design, saves significant time. The flexibility, scalability, and strong CRM model improve performance, while the mobile app provides convenience, supporting various sales and management tasks efficiently.

"The user experience in Salesforce is easy to use, and the backend is easy to understand, especially the data structure."
"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."

Room for Improvement

Salesforce's integration issues, particularly with third-party systems, pose a challenge for users aiming for seamless connectivity. The user interface and navigation lack intuitiveness and require enhancement. There are frequent errors and a complicated setup phase. Users find report creation complicated, customer service during implementation subpar, and training necessary due to the high learning curve. Performance is hindered by cost concerns, inflexibility with industry-specific needs, and limited social media integration beyond Facebook and WhatsApp.

"The initial setup of Salesforce was quite challenging for us. It initially took less than a year to deploy Salesforce, but it stretched to two years because of timeline delays."
"More understanding from the business standpoint will help Salesforce."
"The interface is not self-explanatory."

ROI

With Salesforce, companies experience less time on internal processes and improved sales conversion through better lead nurturing and tracking. Instant recommendations and scoring help focus on converting leads to opportunities. Users appreciate managing interactions and engagements easily. They find value in time savings, not needing spreadsheets, and spending more time on innovative tasks. Many observe satisfactory returns and monetary savings, though some have not quantified them.

Pricing

Salesforce pricing is considered high, suitable for enterprise-sized businesses with annual subscription fees for licensing. Users mention that costs escalate with increased usage and user count, making it expensive. Some rate the pricing between six to eight on a ten-point scale. Licensing requires separate modules, contributing to the expense. Despite being costly, it offers competitive features compared to other CRMs. Users find it overpriced but note the functionality provided.

"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

Organizations primarily employ Salesforce for customer relationship management, marketing, sales tracking, and support. They utilize it for lead and opportunity management, data reporting, project and customer management, and tracking business processes. Applications include marketing activities, customer follow-up, sales pipeline management, CRM systems, order booking, patient monitoring, partner management, business development, and various integrated tasks with APIs for data analysis and automation.

Service and Support

Salesforce’s customer service and support are highly regarded by many. Organizations report swift response times and effective resolution of technical challenges, rating the service quality positively. While some do not directly interact with Salesforce, their internal teams handle correspondence effectively. Seminars are also popular among attendees. Despite a few concerns, Salesforce is considered superior to competitors like Microsoft, scoring higher in satisfaction. Support for various advancements and integrations is appreciated, contributing to a seamless experience.

Deployment

Salesforce’s initial setup is often described as cloud-based and straightforward, requiring only a browser for access. Experiences vary based on deployment complexity, ranging from quick setups to projects lasting several months. Some found it easy, while others mentioned challenges due to resource needs and intricate knowledge bases. Ratings for ease of setup generally fall between five and eight out of ten. Initial phases may involve complexities, but some found them manageable with the right expertise.

Scalability

Many organizations find Salesforce highly scalable, with a rating often between eight and ten for adaptability. Companies across various sizes are able to increase user count seamlessly by acquiring additional licenses. As a cloud-based service, Salesforce supports extensive use without performance issues. While some mention minor delays or limitations related to licensing, it maintains its reputation as a flexible and robust CRM that can grow to global levels across multiple branches. Businesses are satisfied with its scalability.

Stability

Users consistently find Salesforce to be very stable. Many assign ratings between eight and ten, often highlighting its reliability and minimal issues. Despite some isolated stability concerns, most feedback appreciates its stability. Salesforce is frequently rated nine out of ten by users, indicating satisfaction with its performance. A few users mention rare downtime, but such instances do not significantly impact their positive assessments.

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

11%

Educational Organization

11%

Performing Arts

11%

Manufacturing Company

Comms Service Provider

University

Insurance Company

Energy/Utilities Company

Real Estate/Law Firm

Healthcare Company

Legal Firm

Construction Company

Hospitality Company

Government

Retailer

Logistics Company

Wellness & Fitness Company

Consumer Goods 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.