"Salesforce is a world-class cloud-computing company and provides top-class CRM software"
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0 Ease Of Use
0 Features
0 Help And Support
Pros
  • Innovative product design
  • Well-adapted for mobile devices
  • Cloud-based CRM
  • Scalability & Compliance with a range of apps
Cons
  • Complicated Pricing Options
  • You must pay for add-ons to utilize the CRM software fully
  • Poor customer support
Company Background

Salesforce is a cloud-computing giant known for its expertise in connecting leads to improve business sales.

The company was first launched in February 1999 with a mission to become a top-tier sales force automation provider. Its products and services range includes the Marketing Cloud, Commerce Cloud, Service Cloud, Sales Cloud, Community Cloud, and a robust CRM software package.

Today, Salesforce is a top-tier CRM platform for businesses of all sizes. Although their services are relatively pricey, the CRM provider combines artificial intelligence and cloud computing, resulting in a synergistic CRM software for their clients.

Plans & Pricing

Salesforce offers four different subscription plans: Essentials, Professional, Enterprise, and Unlimited. In my experience, I found that the choice software package should be based on the specific needs of your business rather than focusing on certain perks and advantages.

If you run a small business with about 1-20 staff, chances are that your customer base will be relatively small as well, so the Essentials plan should be perfect for you.

The CRM provider allows a 30-day free trial for users to familiarize themselves with the software’s interface and functionality. When I tried it out, I was able to use pre-existing templates, access all platform features, and acclimate myself to the Salesforce community. I found this particularly useful as I was able to test out the CRM software without the commitment of a pricey subscription plan.

Essentials
Money-back guarantee
$25/mo
per user
FREE trial
Professional
Money-back guarantee
$75/mo
per user
FREE trial
Enterprise
Money-back guarantee
$150/mo
per user
FREE trial
Unlimited
Money-back guarantee
$300/mo
per user
FREE trial

Essentials

The essentials plan is $25/user/month, for a maximum of five users. This plan is viable for small businesses or teams whose jobs do not involve complex tasks. I use Salesforce’s Essentials plan to: find and manage leads better, get real-time sales insights, integrate emails with the Salesforce CRM app, and make sales from anywhere on any device.

Essentials is allocated 10GB of storage capacity per organization.

Professional

Unlike the first subscription package, the Professional plan can be used for teams of various sizes. This subscription package comprises all the features in the Essentials plan. In addition, you can create collaborative forecasts, customize reports and dashboards, use rules-based lead scoring, and track quotes and orders. The Professional plan is allocated 20MB per user license at $75/user/month.

Enterprise

If you choose to subscribe to the Enterprise plan, you’ll enjoy all the features in the Professional plan. Plus workflow and approval automation, Enterprise territory management, and custom app development. The storage capacity for this subscription is 20MB per user license at $150/user/month.

Unlimited

The Unlimited subscription includes all the perks of the three previous subscription plans. In addition, you’ll enjoy unlimited CRM power and support, multiple sandboxes, unlimited customization, and additional storage space. The storage capacity for this subscription plan is 120MB per user license at $300/user/month.

Features & Functionality
General Features

Through Sales Cloud, Salesforce offers a holistic set of CRM features designed to improve effectiveness and increase productivity in business organizations. Salesforce CRM tools help prioritize processes, minimize redundancies and ultimately improve communication between businesses and their target market.

The CRM software also yields advantages for managers and other staff. I have access to a unified view of status and history which helps design better courses with the Sales Cloud dashboards and forecasting tools.

Below are four key features of Salesforce CRM:

Account and Contact Management

The Salesforce CRM app allows companies to access critical customer information, including communication history, key contacts, and more. The application software also enables businesses to ascertain how their target market feels about specific products or services. Using customers’ social feeds, I determine how well or not each customer receives a newly introduced confection.

This data-supported feedback provides organizations with an honest review of product prototypes. Additionally, it provides them with better insight into what specific products each customer desires.

Lead Management

Salesforce CRM application can be used by organizations to track leads meticulously. The automatic lead scoring feature helps me to ensure that forthcoming leads are identified, so that I can act on them.

Using the lead management feature, I can access recent contact information through the rich activity timeline and appoint competent sales representatives to study the data to ascertain where the campaign leads came from. 

The lead management feature also helps provide crucial information to help me make strategic decisions, such as what leads to invest my resources in. In turn, I can successfully capture several leads and acquire new loyal customers.

Opportunity Management

The opportunity management feature enables large companies and small business owners to stay on top of sales deals while connected to the customers and staff needed to close such deals. While using Salesforce, I discovered that I could get real-time updates, revise sales strategies, and send automated, personalized emails to customers directly.

Companies can draft a CRM solution that aligns with their management and business procedures and configure the app to display sales and forecasting stages with Salesforce CRM software. This helps to improve productivity, workflow, and consistency.

The opportunity management feature also provides information on organizations’ competitors and necessary competitive strategies to ensure they remain on top.

Process Automation

The process automation feature enables companies to design interfaces with simple point-and-click mechanisms, to automate business processes.

Other automation strategies organizations can adopt using the Salesforce CRM include auto-assigning tasks as a deal moves from one stage to another and automating email alerts for contracts over a specific capacity. Salesforce CRM can also be used to design workflows that guide sales representatives’ through qualification conversations.

I found this feature particularly useful as I was able to automate approval processes using the Salesforce CRM app.

Reporting and Integrations

The Salesforce reporting feature allows companies to get work done on a single platform: the agent workspace. When analytics are embedded in the agent workspace, sales agents make more informed decisions. Hence they work smarter and faster.

The best thing about the reporting and analytics tools is that they present accurate feedback on organizations’ key performance indicators and aid the provision of personalized services.

Salesforce CRM is compatible with a variety of business tools. These tools include Jira Software, Hellosign, Dropbox, Code Science, MailChimp, LinkedIn, Quickbooks, and Google Cloud.

Features
  • Workflow Capability
  • Document Management
  • Social Network Integration
  • Integration API's
  • Customization
  • Data Import & Export
  • Test Environments
  • Project Management
Marketing Automation
Features
  • Lead Management
  • Email Marketing
  • Campaign Management
Sales Automation

While using the Salesforce contact management feature, I found out that I could easily curate essential data on critical stakeholders of my business, be it customers or staff. Furthermore, Salesforce’s superb lead management feature helps to monitor sales pipelines and take advantage of any business prospects.

Features
  • Opportunity & Pipeline Management
  • Desktop Integration
  • Contact Management
  • Product & Price Management
  • Customer Contract Management
  • Call Management
  • Channel Management
Analytics & Reports
Features
  • Reporting
  • Forecasting
  • Marketing Analytics
Ease of Use

One of Salesforce’s wins is its user-friendly software. I spent less time figuring it out and more time putting it to use because the application interface is very straightforward and intuitive. In addition, Salesforce offers both in-person and virtual courses for its new users via its free online training platform, Trailhead.

Salesforce CRM software has several dashboards, which I found very easy to navigate. They help collate data from reports using tables, metrics, and charts.

When you subscribe to a Salesforce CRM plan, you sign-up to enjoy an innovative, cloud-based software experience with a seamless integration process. User navigation is basically effortless, and integration costs are relatively low.

Customer Support

While Salesforce is a world-class CRM provider, I found that their customer support falls short of the same standard. The customer support staff are not timely with their responses, although when they do reply, they provide decent assistance.

Phone Support
The company provides a contact through which I was able to reach them, on their website. The few times I wasn’t able to get through them, I filled out a short questionnaire to schedule a call with the Salesforce support team, and they did reach out to me.

Live Chat
There’s a live chat widget option that you can access by clicking on the blue chat icon in the lower right corner of your screen.

Feedback
You can leave feedback by clicking on the blue “Give Us Your feedback” icon at the very bottom of the website’s interface. A questionnaire identical to the picture below will pop up. Fill it out and click, “send feedback.”

Video tutorials
Tutorials are available on Trailhead, Salesforce’s free online learning platform.

FAQs
Salesforce’s website has a comprehensive FAQ section.

Phone Support
Phone Support
Phone support available to all users, regardless of package.
Live Online Chat
Live Online Chat
There is a live chat
Video Tutorials
Video Tutorials
There are a number of videos available on YouTube.
FAQ
FAQ
The FAQ covers basic and advanced software-related issues.
Final Word

With features such as contact and lead management, opportunity tracking, reporting, analytics tool, and workflow creation, Salesforce CRM definitely checks the boxes for a five-star CRM provider. Furthermore, the CRM software is highly flexible with sheer scalability, making it a good choice for companies that want to expand in the future. Its tools are compatible with other business tools, and the software works seamlessly on mobile devices. Not to mention the simple user interface and how businesses of any size can integrate the software effortlessly. I don’t regret the time I spent using the software, and you wouldn’t either. However, as Salesforce continues to make waves in the cloud-computing industry, they will have to look into their pricing. $25 is a bit pricey for the Essentials package, which I use. Additionally, many users complain that the subscription plans are way above their budget, especially when compared to other CRM options. Furthermore, payment procedures at Salesforce are very complex, and the company's help support can do better with the timing of their responses. Expert Quote Title "Salesforce is a world-class cloud-computing company and provides top class CRM software.”

Justice Ekaeze
Author: Justice Ekaeze
Justice Ekaeze is a freelance content writer who has worked for specialized content agencies such as Skypublishers and Copypress. Over the years, Justice has gained extensive experience in the world of content writing. He’s handled several projects in a diverse range of niches, including B2B Marketing, FinTech, Cryptocurrency, Tech, and Automotive, amongst others. He is interested in a wide range of fields, from education and online marketing to personal entrepreneurship. In his free time, he likes to play soccer, e-games and enjoy a good show.