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Salesforce CRM
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Subject Expert
Adam Cherrington
Research Director
Commentary Summary
User Commentary
VP/Other Executive
The system is an open slate. We designed it specifically for our use cases and goals. We took data...
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VP/Other Executive
There is a lot of vaporware in the sales demonstrations from Salesforce. We thought we could do a...
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VP/Other Executive
The way Salesforce contracted the product was not very transparent. For some add-ons, we paid a...
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VP/Other Executive
The product’s price is way too expensive. Salesforce is known in the industry for their prices....
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VP/Other Executive
The product has some design issues because it comes from a sales data model. Salesforce has tried to...
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VP/Other Executive
We had a great account representative from Salesforce who was very proactive and reached out to us....
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VP/Other Executive
Salesforce tells us how flexible the system can be and how they can pretty much automate anything...
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VP/Other Executive
Salesforce has a huge number of modules, and they all cost extra. That is the whole...
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VP/Other Executive
Salesforce has a product called Trailhead. We can go online and get trained on anything in...
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VP/Other Executive
We used to take paper applications in the field. Our sales team would be meeting new Medicare...
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VP/Other Executive
If I went to Salesforce and said we wanted to do something, they would find a way to meet that need....
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VP/Other Executive
I have an internal team here, and they do a lot of troubleshooting themselves. When our Salesforce...
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VP/Other Executive
A negative is that Salesforce is constantly barraging us with more products. Every time I am on a...
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Manager
Salesforce has integrated their solutions with a couple of different systems that we use, and that...
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Manager
We have to do quite a bit of training for anybody to use Salesforce's products. There are some...
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Manager
Salesforce's bread and butter is that they are constantly looking, innovating, changing, and updating....
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Manager
When Salesforce's technology hits the road and users have to work through logistics, that is when...
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Manager
We are still hot and heavy with COVID-19, so my overall satisfaction with Salesforce could be...
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Manager
I would encourage Salesforce's executives to remember that there is always time. In our pressured...
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Manager
If COVID-19 ever ends, the state may look at a different vendor or another product from Salesforce...
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Manager
The vendor made a lot of trainings available for the product when we were going live, but the...
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COO
We are learning about Salesforce CRM. We have a fabulous, big-picture perspective of all of its...
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COO
Salesforce CRM's setup isn't intuitive at all. For most big projects, there is no way to figure...
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COO
It has been very hard for us to get the interaction that we need from Salesforce CRM, but the vendor...
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Director
There is a myriad of different things that Salesforce offers. They could have better communication...
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Analyst/Coordinator
Salesforce does not nickel-and-dime us. Everything falls under the contractual agreements.
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Analyst/Coordinator
Salesforce CRM’s ability to integrate with other products is helpful. It is integrated with some of...
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Analyst/Coordinator
Salesforce’s executives could be reaching out more to get temperature checks on where we are.
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Analyst/Coordinator
Salesforce needs to be sunsetting products that used to use Java. There are functionalities existing...
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Director
There are two broad ways to approach the solution's use. One is the conventional cell-service...
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Director
A challenge for a lot of folks that isn't unique to the solution is the link between the decision to...
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Manager
We have a lot of integrations that go to and from Salesforce CRM. Salesforce CRM is our primary...
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Manager
Salesforce doesn’t provide every functionality we need. We are looking into a product right now to...
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Manager
Salesforce is very communicative on outages other than planned maintenance. I don’t have to interact...
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Manager
I have yet to work with anybody at any type of executive level. I have had very little...
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Manager
Salesforce doesn’t nickel-and-dime us. They are being pretty good with our price point and with the...
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Manager
I would definitely recommend Salesforce CRM. If an organization needs a stable CRM system and has a...
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Manager
We are pretty much ingrained with Salesforce, and I don’t see us leaving anytime soon. Our...
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Manager
The upgrades in Salesforce CRM have been great. Salesforce gives us enough time to do adequate...
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Manager
The only complaints that I have heard, and these are few and far between, are just about being able...
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CIO
Salesforce is an innovative company. Salesforce transforms the way that their customers do business...
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CIO
The solution just works. Once we installed it and turned it on, we didn't have a lot of issues. The...
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CIO
We just went through an implementation, and we received great support from Salesforce during that process....
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Analyst/Coordinator
Salesforce CRM is part of our long-term plans. In the future, we will use this solution for...
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Analyst/Coordinator
When the COVID-19 pandemic started, we had to quickly find a solution so that the public could make...
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Analyst/Coordinator
When we started with Salesforce CRM, I advised that the vendor shouldn't make everyone an admin and...
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Analyst/Coordinator
Salesforce charges users for everything that they do. Salesforce CRM is a very expensive solution,...
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VP/Other Executive
The Salesforce web support gives us the ability to prioritize issues, and that is a great feature....
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VP/Other Executive
We marvel at the cost-per-user price. What we can get from Salesforce for the price is excellent....
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VP/Other Executive
Salesforce is really good at letting us know about implementations ahead of time. There is little to...
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VP/Other Executive
In the entire time we have had the solution, we have only had it go down once. We were shocked...
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VP/Other Executive
The solution's out-of-the-box functionality is straightforward. The global searches, list views, and...
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VP/Other Executive
Salesforce is very clear about their vision, and they communicate it clearly to us. We meet with...
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Director
The product is really good. It provides a lot of data models, so essentially, the vendor gives us a...
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Director
The vendor promoted the system really well. The problem is that there are a lot of technical aspects...
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Director
Interoperability is typically done by the integration partner. That varies from company to company....
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Director
The vendor does a really good job with their update release; they do releases every quarter. The...
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Director
The vendor has premier support as well as regular support. The premier support is a little bit...
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Director
I have worked with so many Salesforce executives, so they are really involved in making sure we are...
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VP/Other Executive
The vendor provided little-to-no training. The vendor's model is very heavily predicated on working...
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VP/Other Executive
The product functionality meets all of our needs, but that is because of the heavy amount of custom...
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VP/Other Executive
The vendor should decouple the product. The amount of money we have to pay for premise access and...
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VP/Other Executive
The vendor's sales strategy is not based on an organization's needs. It is based on the vendor's...
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VP/Other Executive
We have had a few bumps in the road with the vendor's other product. We have hit several different...
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VP/Other Executive
The way the vendor charges us doesn’t make sense. They penalize us for being a bigger user of the...
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VP/Other Executive
Salesforce rarely implements their own software. They propose implementation partners. We vetted our...
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Manager
The system has been very versatile in meeting our needs. It has been a good product for us. We have...
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Manager
Occasionally, the Salesforce organization pushes changes whether or not the user group wants them...
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Manager
In the past, we have sent our team members to a convention that has included training sessions....
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Manager
If Salesforce and the other vendor we use had had an out-of-the-box solution, that would have been...
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Manager
Sometimes when we report an issue to the vendor's premier support that we pay for, we get a partial...
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Director
It looks like we are not being charged for everything, but there is still the expectation that every...
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Director
When it comes to our satisfaction in a year from now, I think we need to remain consistent with the...
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Director
This system does require a lot of customization; it is not a product that we just implement and run...
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Director
In the past, I have said Salesforce does a really good job of selling the product, but they don’t do...
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Director
We have a really good external developer that we hired on to do some of the work for us. The vendor...
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Director
I have noticed that more free training has been made available recently. For example, there is a...
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Director
We had tools in place that hadn’t really been used before the pandemic. When COVID-19 hit, we...
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Director
There are some areas that could use improvement. When Salesforce came out with Salesforce Lightning,...
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Director
Integration between Salesforce CRM and our EMR is a little bit of a struggle. The systems don’t have...
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Director
Salesforce has multiple levels of support for us. We have a success manager who is very good and...
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Director
From the perspective of the total cost of ownership, Salesforce really gives the best value because...
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Director
It is pretty clear what is in the agreement up front, but Salesforce does like to have lots of sales...
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Director
The product fulfills a specific role and does exactly what it needs to do. We are on cruise control....
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Director
Every software vendor is probably guilty of having vaporware and overselling new products, but I...
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Director
Salesforce's rollouts are great. They give us plenty of warnings and time to prepare. We haven't had...
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Director
Salesforce has been great at supporting us during COVID-19. We haven't had a lot of needs, but they...
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Director
We like the flexibility of the core platform. The product does what we need it to do. I like that...
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Director
The integration between the core things of the Salesforce platform and the components in our website...
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Director
In addition to the technical support, Salesforce has success managers who check in on us. The...
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Manager
Salesforce does not do the implementations. People have to have an implementation partner. We...
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Manager
The more that we put into place, the more we want to do with the system. A lot of the time, that...
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Manager
When my team has to open a support ticket, getting a solution usually takes a long time, and the...
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VP/Other Executive
Salesforce's delivery is awesome and incredible. In our relationship, they understand our business,...
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VP/Other Executive
I can develop apps pretty quickly. IT business solutions can be developed in weeks. We are doing...
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VP/Other Executive
The product meeting all of our needs is never perfect with these vendors, but the product quality is...
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VP/Other Executive
We have a hodgepodge of products when it comes to member engagement. We have a vision out there of...
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VP/Other Executive
I do like the SaaS model of Salesforce. That has helped us have easy, simple success by not having...
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VP/Other Executive
Salesforce has a great position in the industry. They have enough people and enough resources to...
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VP/Other Executive
It would be great for Salesforce to break down their tool into more manageable bites. It is just so...
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Director
Salesforce doesn't really nickel-and-dime us. We knew what we were buying into. The dollar figure is...
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Director
Salesforce is one of our favorite vendors. They are incredibly invested in our account, and someone...
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Director
Salesforce is pretty good at being proactive. It has been a long time since we have had an issue...
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Manager
This product is a well-liked product and will probably be a part of our long-term plans. The data...
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Manager
Salesforce has added the Einstein functionality and some email functionality. They keep up with the...
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Manager
Salesforce doesn't really train us. We are allowed to talk with people. If we want to learn about...
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Manager
Salesforce is difficult to get in touch with. They are a huge organization. They want to push us...
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Manager
We get nickel-and-dimed, but we pay for a Cadillac. Whether I recommend this product to a peer would...
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Manager
I don't see any changes coming from Salesforce, and I don't expect them to be proactive. I expect...
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VP/Other Executive
Salesforce didn't have a lot of products and services that were aligned with our approach to...
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VP/Other Executive
Salesforce CRM is a standalone product. It sits completely outside of the EMR. As part of the...
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VP/Other Executive
Salesforce is an incredibly expensive vendor, and they have an exponential cost model. The more we...
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VP/Other Executive
The likelihood of me recommending Salesforce CRM would be very dependent on the organization's...
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COO
Salesforce's platform has been excellent at supporting us through COVID-19. The platform has been...
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COO
Salesforce CRM is embedded into our organization. We use it to close sales, onboard and offboard...
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Director
I haven't seen anything from Salesforce that is specifically for healthcare that we could leverage...
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COO
Salesforce does an excellent job. They are probably one of the best vendors out there in terms of...
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Director
Salesforce tries to charge for everything. Salesforce uses a model where they leverage their...
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Director
Salesforce's interoperability is a little challenging, but it is better than our enterprise vendor's...
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Director
Salesforce includes very basic support, but they don't dedicate any people to the account other than...
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Director
One of the challenges with Salesforce is that we haven't realized our ROI projections that we were...
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