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Salesforce Reviews

Vendor: Salesforce
3.9 out of 5
Badge Ranked 1
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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 #1 ranked solution in top Customer Experience Management solutions. PeerSpot users give Salesforce an average rating of 7.8 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 54% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 13% of all views.
Buyer's Guide
Salesforce
October 2025
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Helped 872,655 peers since 2012

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Salesforce mindshare

As of October 2025, the mindshare of Salesforce in the Customer Experience Management category stands at 4.9%, up from 4.9% compared to the previous year, according to calculations based on PeerSpot user engagement data.
Customer Experience Management Market Share Distribution
ProductMarket Share (%)
Salesforce4.9%
Genesys Cloud CX4.4%
Qualtrics XM Platform4.2%
Other86.5%
Customer Experience Management

PeerResearch reports based on Salesforce reviews

TypeTitleDate
CategoryCustomer Experience ManagementOct 29, 2025Download
ProductReviews, tips, and advice from real usersOct 29, 2025Download
ComparisonSalesforce vs Qualtrics XM PlatformOct 29, 2025Download
ComparisonSalesforce vs Genesys Cloud CXOct 29, 2025Download
ComparisonSalesforce vs ServiceNow Customer Service ManagementOct 29, 2025Download
Suggested products
TitleRatingMindshareRecommending
Genesys Cloud CX4.44.4%100%12 interviewsAdd to research
Freshdesk4.13.0%92%36 interviewsAdd to research
 
 
Key learnings from peers

Valuable Features

Salesforce offers valuable features such as user-friendly customization, automation for ticket generation, extensive reporting, CRM capabilities, and dashboards for sales tracking. It integrates seamlessly with tools, supporting real-time updates and analytics. Businesses find it useful for managing promotional campaigns, order booking, customer behavior tracking, and opportunity management. The platform enhances collaboration with departments while allowing tailored workflows, improving operational efficiency and reducing manual work. Its scalability and flexibility are appreciated by users.
  • "The customizable dashboards and real-time updates that keep my work consolidated stand out as the best features Salesforce offers."
  • "Salesforce has positively impacted my organization by helping us be more streamlined and have more visibility into what's going on; without it, it would be impossible to run an account properly."
  • "Salesforce has positively impacted our organization by allowing us to work collaboratively with other departments in order to keep track of programs so that when a salesperson closes a deal, everything that the delivery manager needs is automatically populated, which then can be linked with our internal campaigns for data management, and within all that, we can keep track of progress linked to the customer sources as well."

Room for Improvement

Salesforce needs improvements in integration capabilities and UI design. Users find the system slow and reporting features cumbersome. There's a need for better analytics, customizability, and intuitive navigation. Integration with third-party systems like Slack, WhatsApp, and better automation of tasks are also desired. Users experience frustrations with error message clarity, learning curve, and the need for more enterprise solutions. Additionally, enhancements in marketing management and the inclusion of AI features are important.
  • "I think sometimes it's just cosmetic features that can be improved, including the way information is displayed and speeding up navigation, but on the whole, I think Salesforce is a great user-friendly software."
  • "I wish that when I bring up a report or enter my opportunities, I could easily edit some fields. I know there's in-line editing, but it's more clunky than other tools that are out there, in my experience."
  • "Salesforce can be improved as it runs a little slow, which can be frustrating, and there have been times where the case view page deletes items that are completed in order to make room for new items, but occasionally we still want to refer to those completed items, especially if we're working on a renewal program."

ROI

Several users highlight time savings and efficiency as notable benefits from Salesforce. They note improved sales conversion due to enhanced tracking and lead nurturing, resulting in a satisfactory return on investment. Users appreciate Salesforce for facilitating customer engagement and reducing reliance on spreadsheets. Some users are unable to provide specific ROI data or are not responsible for tracking such metrics, but overall, many observe the benefits of increased time and cost efficiency.

Pricing

Salesforce is positioned at the higher end of the pricing spectrum and is seen as expensive by many enterprise users, who report a licensing model based on yearly fees with additional costs for modules. Users suggest pricing depends on usage and number of users, leading to increased costs as businesses scale. While the solution offers robust functionalities, its price is rated around six to eight out of ten by users, indicating room for price competitiveness.
  • "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 use Salesforce for marketing activities, CRM, customer support, and managing sales pipelines. It assists in tracking, reporting, and data analysis, including customer follow-ups, lead sharing, and opportunity management. Salesforce integrates with APIs and platforms for better data handling and enhancing internal campaigns. It is employed in various sectors for specific functions like order booking, prospecting, and maintaining customer information, providing a comprehensive tool for managing business development and customer interactions.

Service and Support

Salesforce offers excellent technical support with quick response times. Many users express satisfaction with their experiences, noting effective issue resolution and timely service aligned with SLAs. While some do not engage directly, they praise the efficiency of internal teams that handle Salesforce interactions. Salesforce's support is considered superior to competitors like Microsoft Dynamics. Seminars and third-party integrations are also positively mentioned, contributing to an overall positive perception of Salesforce's customer service and support.

Deployment

Salesforce's initial setup varies in complexity. Some find it straightforward with web-based access and simple deployment, while challenges arise for larger projects involving diverse teams. Setup duration ranges from days to months, influenced by project size and resource availability. Many rate ease between five and eight out of ten. Installation can require Salesforce's support for complexities, especially for large organizations. Knowledge and training resources are often necessary due to Salesforce's extensive features.

Scalability

Salesforce's scalability receives high ratings, often between eight to ten. Many organizations utilize it with ease to accommodate growing user numbers, ranging from small teams to thousands. As a cloud-based tool, it easily scales by purchasing additional licenses, integrating with systems, and supporting global expansion. Users report no significant issues with performance when scaling, though they mention some license constraints compared to other platforms. Salesforce efficiently meets various business demands.

Stability

Salesforce receives high marks for stability, frequently rated between eight to ten. Users find it reliable with minimal downtime, exhibiting strong consistency in performance. Occasional glitches are reported, but these are uncommon. Some rate it as perfect, while others note slight issues, yet deem it satisfactory. The stability typically impresses users, reinforcing its dependable nature.
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
Company SizeCount
Small Business17
Midsize Enterprise7
Large Enterprise17
By reviewers
By visitors reading reviews
Company SizeCount
Small Business38
Midsize Enterprise17
Large Enterprise64
By visitors reading reviews

Top industries

By visitors reading reviews
Financial Services Firm
13%
Performing Arts
10%
Energy/Utilities Company
9%
Computer Software Company
9%
Educational Organization
9%
University
8%
Manufacturing Company
8%
Comms Service Provider
6%
Insurance Company
3%
Legal Firm
3%
Healthcare Company
3%
Construction Company
3%
Government
3%
Hospitality Company
2%
Retailer
2%
Real Estate/Law Firm
2%
Logistics Company
2%
Wellness & Fitness Company
1%
Consumer Goods Company
1%
Marketing Services Firm
1%
Media Company
1%
Non Profit
1%
Pharma/Biotech Company
1%
Recreational Facilities/Services Company
1%
Training & Coaching Company
1%
Analyst Firm
1%

Compare Salesforce with alternative products

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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.

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Customer Experience Management

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Salesforce Reviews Summary
Author infoRatingReview Summary
Leads Delivery Associate at PeerSpot4.0I've used Salesforce for over three years to manage cases, track program progress, and collaborate across teams; it's effective and user-friendly, though occasionally slow, with room for UI and case accessibility improvements.
Manager at PeerSpot4.0I've used Salesforce for eight years to manage opportunities, log calls, and maintain account visibility. It's stable and scalable, though I find in-line editing clunky. Reporting helps leadership more than daily users like me.
Director of Solution Architect Vertica, APJ at OpenText3.0I've used Salesforce for over five years to manage customer relationships and sales opportunities. It's helpful for reporting, but lacks flexibility for users with SQL skills. Overall, it's functional but not particularly user-friendly or customizable.
data engineer at a energy/utilities company with 10,001+ employees4.5I work with Salesforce for data analysis and appreciate its ease of use and integration capabilities. However, the initial customer service experience could improve. I haven't used other CRM technologies and work primarily on Microsoft Azure.
Delivery Manager at a tech company with 51-200 employees4.0I use Salesforce for tracking presales leads and managing review records. Its custom workflow processes save significant time by automating tasks, allowing a focus on strategic innovations. I haven't used other CRMs, and there's no current need for improvement.
Director for the End-User Performance at a financial services firm with 10,001+ employees3.5I am analyzing customer behavior using Salesforce CRM, which offers an easy-to-use order form. However, it needs to better support sectors beyond finance, like manufacturing. I switched from SAP Ariba due to cost considerations.
Strategic Account Executive at a tech company with 51-200 employees3.5I use Salesforce daily to manage accounts and track opportunities efficiently. It enhances team collaboration and forecasting, though visually it could improve. Customizable dashboards and real-time updates are valuable, and overall, it's a reliable, scalable, user-friendly tool.
Business developer manager at Sterling Relocation Limited4.0Salesforce is excellent for customer experience management and offers valuable features like dashboards for visual insights. While it's costly and may require tailored programs, it significantly saves time and positively impacts our business strategies and client relationships.