Home chevron icon Value Based Care chevron icon Patient Engagement chevron icon Customer Relationship Management (CRM)

Salesforce CRM Commentary
Filtered view: All

Subject Expert
Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
 
View Product Scores
View Advanced Filters
Advanced Filters
Job Level
Comment Type
Overall Satisfaction
Click stars to filter
By Month
1
6
12
24
36
By Date Range
Comment Categories

Featured  Report

Patient Engagement Ecosystem 2023: An Update on Vendor-Reported Capabilities
Patient Engagement Ecosystem 2023:
An Update on Vendor-Reported Capabilities
July 2023
View Report

Preferences

   Bookmark

Commentary Summary

Positive
##%
Neither
##%
Negative
##%
to see the full dataset.

If you don't have a login, getting started is easy.

Provider Organizations
Fill out our registration form to verify your organization.
HIT Companies
Contact a KLAS representative for plans and pricing.

User Commentary

 Download as Excel
Sort by   
CTO

Operations, Product

We have never run into any issues with Salesforce. There is no training involved. It is very user...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

The vendor is ahead of the industry; they have a very strong product team that is capability driven....

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

Salesforce is just a big organization, and it feels like they are selling everything at all times....

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CIO

Loyalty, Product

Salesforce CRM is a great platform. There is a lot of flexibility, but it takes a lot to build the...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

CIO

Culture, Value

Salesforce sells the technology, but usually, the professional services come from consulting groups....

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

CIO

Product

The information for our customers and executives, such as dashboards and things like that, is much...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

The vendor continuously improves the system. In terms of implementations and upgrades, we have had...

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations, Product

Salesforce's system can be used along with something else. It can't be a standalone EMR entity or...

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

In terms of interacting with the vendor’s people who can solve problems, we have had some really...

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

Salesforce's product is great. It has a lot of training materials. Salesforce’s Trailhead is...

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty, Product

We have really enjoyed the Salesforce Health Cloud product. It has been super malleable and flexible...

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Value

Salesforce's system for a healthcare entity is costly and a big investment. That is probably the...

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

CIO

Operations

If we didn't have Salesforce CRM, we would be wasting a lot of money. The vendor keeps their...

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Product

We have gotten pretty good feedback from our end users about the product.

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product

Where Salesforce misses a bit is on the integrations, but that is not really on them.

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

Salesforce is responding to future changes pretty well. We would recommend them.

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

Salesforce did make themselves available to go through all the pain points with us as we went...

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty, Product

On the Salesforce side, there is a huge road map for the next two years of building out use cases...

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Culture, Relationship, Value

I would tell a friend looking to work with Salesforce to define the problem they are trying to solve...

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Operations

With Salesforce, an area for improvement is making the time it takes to go from purchase to full...

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

Salesforce would compete in the market better with more out-of-the-box integrations with EMRs like Epic's....

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product

The products that Salesforce offers are very impressive in terms of both their features and their...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

Overall, I have had an amazing experience working with Salesforce, our account executives, and the...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

Salesforce CRM is a very powerful and highly customizable tool, but customers need a great...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Value

I tell other potential customers about data storage. Data storage is expensive with Salesforce, and...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Operations, Value

I would not buy Salesforce CRM again because of the expense, the lack of functionality, and the lack...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Value

Anytime we need support from Salesforce, they are top notch, but if we are going to do services or...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

All of the Salesforce full-time employees and the executives that we have made solutions for...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

It is difficult to really understand whether this is Salesforce’s fault, Epic’s fault, or due to...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Value

Salesforce does nickel-and-dime a little bit. It isn’t as excessive as with some other vendors, but...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Operations

Salesforce has the implementation down to a science. There is a reason they are a household name....

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Operations, Product

Salesforce CRM is the most robust blank slate out there, and things depend on how we build it out....

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Value

I feel like we are small beans to Salesforce. They have multimillion-dollar contracts and huge...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty

I have used a few CRM tools in my career, and one of the biggest benefits of Salesforce is that it...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty, Product

Things with Salesforce are going well. We are still gradually scaling. The Salesforce platform is...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Value

Salesforce is a pricey partner. We spend a lot of money with them on things like storage costs...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

The support we get from Salesforce is a bit different from how it used to be. The vendor has a...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Operations

From a support standpoint, we had a hiccup where the system wasn't very responsive. That went on for...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

There are a couple of keys to a successful implementation of the system. One of those ways is...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

The vendor doesn't proactively seek us out for training. If we need training, we can reach out to...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

We can do a lot with the system, and we had a fairly complex implementation with a bunch of layers....

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Value

Salesforce charges for a lot of things, but they don't charge us for every call or for when they...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty

Normally, Salesforce would be part of our long-term plans. We are evaluating a new EMR system, and...

Sep 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

The product has done what we have needed it to do. I like Salesforce’s customization options. The...

Sep 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Operations

Perhaps Salesforce’s support model could be a little better. Salesforce has been okay so far. But...

Sep 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

There have been a couple of instances where we have worked with our account representative, and we...

Sep 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product, Value

Salesforce CRM is a low-code or no-code platform in a sense. We need to be able to build and deliver...

Sep 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

Salesforce’s software is very flexible and I have no problems with it.

Sep 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture

Salesforce isn't the easiest company to work with. Dealing with them is a bit like dealing with the...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

The third-party company that we worked with to implement and build out Salesforce CRM was a great...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty, Value

There aren't a lot of good alternatives to Salesforce CRM. In a few years, there may be some better...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture

Salesforce used to want to do regular business reviews with us. Those reviews were nice, but they...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Value

Salesforce charges for every little thing. For example, we need to know not only whether patients...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product

Some parts of Salesforce CRM are great and wonderful and will bring advantages over other products....

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations, Product

If users are trying to do more complex things with Salesforce CRM, it isn't easy for them to learn...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture, Relationship

Salesforce is only proactive and involved when they are trying to sell us something. They focus on...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Product, Value

I would buy Salesforce CRM again. The power of Salesforce CRM is there if we are willing to buy all...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Operations

Salesforce could use more training designed for each of their clients based on their system model...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Culture

Salesforce charged us for things, like storage, that weren't really explained in our original...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Operations

Our Salesforce product is very much our own creation. No two products are alike, and everything that...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

We have had some really good interoperability with Salesforce's system. It has integrated with our...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Culture, Relationship

Our account executive hasn’t talked to me for a long time. They are not very proactive. They only...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Value

Salesforce's customer support team is not proactive. We don't really need to use them. If we do use...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Culture

Salesforce doesn't understand what we have created, what we do, our business model, or anything. So...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

I would recommend Salesforce CRM. Whatever its challenges are, it is still one of the better...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Culture, Relationship

Salesforce could loosen up and stop pressuring us to buy new products so much. Their account...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

 Download as Excel  Print / Save as PDF
View All Articles
Related Articles
Article
KLAS article icon
Finding a One-Stop Shop in Patient Engagement Platforms
19 March 21    |   Adam Cherrington and Dan Czech
The focus of the Patient Engagement Platforms 2020 report is which vendors are capable of providing a one-stop shop solution for patient engagement.
Article
KLAS article icon
The New KLAS Patient Engagement Ecosystem
24 September 19    |   Dan Czech
The new Patient Engagement Ecosystem site gives providers and vendors a way to compare their patient engagement programs to others, and it can also help identify areas of improvement.
Article
KLAS article icon
When Engaging Patients, Do We Give Them a Voice?
28 September 18    |   Jared Jeffery
I may just advocate that the first step of patient engagement should be inviting the patients themselves to become part of the conversation.



We use cookies! We use essential and basic aggregated, depersonalized Google Analytics cookies to provide the type of content which our visitors are most interested in.  Cookie Policy    
​