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Adam Cherrington
VP of Engagement
KLAS VP of Engagement - Adam Cherrington
 
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Featured  Report

Patient Engagement Ecosystem 2023: An Update on Vendor-Reported Capabilities
Patient Engagement Ecosystem 2023:
An Update on Vendor-Reported Capabilities
July 2023
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User Commentary

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Manager

Value

Salesforce does nickel-and-dime. Every time we need something changed, it is more money. They charge...

Aug 2024
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Manager

Relationship, Product

Salesforce supports our integration efforts. We are currently trying to integrate a lot into...

Aug 2024
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Manager

Relationship, Product

Salesforce needs to improve their support of modifications. They can manage cookie-cutter things...

Aug 2024
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Manager

Product

There are multiple environments in Salesforce CRM. There is the user acceptance testing environment,...

Aug 2024
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Manager

Culture

Something that our previous vendor was sorely lacking was a sales automation tool. So if brokers...

Aug 2024
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Manager

Culture, Loyalty, Product

I am still on the fence about Salesforce CRM. We are still fairly new to them. Vendor demos always...

Aug 2024
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CIO

Value

The product is too expensive. It works very well and merges things together, but as users expand it...

Jul 2024
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CIO

Product

The product could be improved in terms of how its encryption is handled at the client level. The...

Jul 2024
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CIO

Loyalty

Hopefully, we will be more satisfied with the system in the future because we have a go-live coming...

Jul 2024
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CIO

Relationship

In the last year, the vendor's staffing has been really good. In 2023, Salesforce had a lot of...

Jul 2024
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CIO

Relationship, Operations, Product

We did a recent upgrade that broke something in our environment. The vendor rolled the upgrade back...

Jul 2024
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Manager

Product

There are certain features we haven't tapped into that Salesforce offers. I would love to utilize...

Jul 2024
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Manager

Product

Since we started using Salesforce CRM, we have a lot more users and departments utilizing it for...

Jul 2024
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Manager

Value

In my years of using Salesforce CRM, I haven't heard any negative feedback about cost. I just know...

Jul 2024
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Manager

Relationship, Operations

We are on our own in terms of integration and development. It is all on us to figure out how to use...

Jun 2024
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Manager

Product

We sleep well at night in terms of platform security. As far as we know, the vendor hasn't been...

Jun 2024
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Manager

Relationship

Salesforce seems to do a good job of looking at their platform's future needs and going out to plug...

Jun 2024
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Manager

Product

The personalization product and email are very hard to use. If someone is not a developer or coder,...

Jun 2024
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Manager

Relationship, Operations

Salesforce doesn’t help with implementation. They just give us some webinars. If we pay a large...

Jun 2024
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Manager

Product

Salesforce’s products don't talk to each other as easily as they should. For example, we wanted to...

Jun 2024
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Manager

Culture, Value

I would tell others that Salesforce will charge for everything. If there is an opportunity to charge...

Jun 2024
||
(0)
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VP/Other Executive

Loyalty, Product

The functionality that Salesforce CRM provides is fairly new. It is cutting edge, and it really has...

Apr 2024
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VP/Other Executive

Operations

For the implementation of Salesforce CRM, we partnered with an outside firm that Salesforce...

Apr 2024
||
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VP/Other Executive

Culture

From a functionality perspective, I have no suggestions for Salesforce. But I would say to the...

Apr 2024
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VP/Other Executive

Relationship, Value

With the web support, Salesforce doesn’t really foster a network community like other vendors do. We...

Apr 2024
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VP/Other Executive

Relationship

For years, I have gone to Salesforce’s senior-level people to get a new client account person, and I...

Apr 2024
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VP/Other Executive

Relationship

Salesforce just needs to build up a better client relationship, do more checking in, provide more...

Apr 2024
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VP/Other Executive

Product

I like Salesforce CRM because it is our own design. It is completely configurable to our use cases,...

Apr 2024
||
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VP/Other Executive

Operations

Salesforce doesn't really take a vested interest in their client platform, so they don't even...

Apr 2024
||
(0)
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VP/Other Executive

Culture

When we went into the contract with Salesforce, we had some contract disputes about costs after...

Apr 2024
||
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CTO

Operations, Product

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

Feb 2024
||
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Director

Relationship

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

Jan 2024
||
(0)
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Director

Relationship

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

Jan 2024
||
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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
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CIO

Culture, Value

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

Dec 2023
||
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CIO

Product

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

Dec 2023
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Director

Operations

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

Nov 2023
||
(0)
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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)
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Director

Relationship

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

Nov 2023
||
(0)
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Director

Operations

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

Nov 2023
||
(0)
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Director

Loyalty, Product

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

Nov 2023
||
(0)
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Director

Relationship, Value

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

Nov 2023
||
(0)
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CIO

Operations

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

Nov 2023
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(0)
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Director

Relationship, Product

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

Nov 2023
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(0)
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Director

Product

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

Nov 2023
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(0)
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Director

Relationship

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

Nov 2023
||
(0)
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Director

Operations

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

Nov 2023
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(0)
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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)
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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)
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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)
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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)
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Director

Product

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

Oct 2023
||
(0)
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Director

Relationship

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

Oct 2023
||
(0)
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Director

Operations

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

Oct 2023
||
(0)
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Director

Value

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

Oct 2023
||
(0)
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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)
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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)
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Director

Operations

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

Oct 2023
||
(0)
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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)
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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)
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VP/Other Executive

Operations

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

Oct 2023
||
(0)
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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)
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VP/Other Executive

Relationship, Value

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

Oct 2023
||
(0)
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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)
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VP/Other Executive

Loyalty, Product

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

Oct 2023
||
(0)
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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)
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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)
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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)
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Director

Operations

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

Oct 2023
||
(0)
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Director

Operations

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

Oct 2023
||
(0)
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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)
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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)
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