Salesforce Overview - The Best CRM on the Market?

What is Salesforce?

Salesforce launched way back in 1999 and has since become the most popular customer relationship management (CRM) tool on the market.

Salesforce successfully implements an extensive range of features into a sleek platform that remains relatively user-friendly.

Salesforce can help you manage your company's relationships with customers, prospects, and opportunities by giving an in-depth analysis of interactions between customers and your business.

Salesforce features a range of tools such as Sales Cloud, Marketing Cloud, Analytics Cloud, and Service Cloud, all of which can help grow your business through analysis and optimization of business and customer relations.

Salesforce also makes use of a robust API, meaning that it supports the integration of third-party platforms allowing for a more personalized experience.

All in all, Salesforce offers users a fantastic product that's both powerful and highly customizable, making it suitable for any size business.

Table of Contents

  1. Features
    a. Sales Cloud
    b. Service Cloud
    c. Marketing Cloud
    d. Commerce Clouds
    e. Health Clouds
    f. Analytics Cloud
    g. Import Process
    h. Popular Integrations
    i. Trailblazer Community
    j. User-friendly productivity features

  2. Customer Support

  3. Pricing
    a. Essentials - $25 per user, per month
    b. Professional - $75 per user, per month
    c. Enterprise - $150 per user, per month
    d. Unlimited - $300 per user, per month

  4. Pros and Cons

  5. Is Salesforce Suitable for My Business?


When it comes to functionality, Salesforce delivers a lot more than most other CRM platforms on the market. Salesforce features a range of sales and marketing tools such as:

  • Sales Cloud
  • Service Cloud
  • Marketing Cloud
  • Commerce Cloud
  • Analytics Cloud

Sales Cloud

Salesforce sales cloud provides your business with a task management system that can be used to help close deals, manage existing contacts, and track opportunities with potential customers.

Sales cloud features include:

  • Account and contact management
  • Opportunity management
  • Lead management
  • Analysis of sales data
  • Automation of repetitive tasks

Service Cloud

The service cloud helps with providing excellent customer service to your customers. The service cloud allows you to track customer activity across multiple channels, highlighting which channels may need some improvement.

The service cloud also makes it possible to automate service processes, enhance overview and streamline workflows by providing information on every customer on any device.

Service cloud features include:

  • Lighting service console - Organizes customer information for support agents
  • Case management - Resolve support cases faster
  • Workflow and Approvals - Customize and automate customer service or approval processes with a drag-and-drop interface
  • Omni-channel routing - Automatically match support cases to the agent with the most relevant skill set
  • Telephony integration - Integrate with CTI systems. Log notes when customers call and manage calls from within the console
  • Social customer service - Monitor and respond faster to customer posts on social media
  • Automation - Free up support agents by automating tasks to resolve customer issues more efficiently.
  • Account and contact management
  • Custom reports and dashboard
  • Asset and order management

Marketing Cloud

Salesforce marketing cloud makes it more straightforward to make smarter data-based decisions. It can be helpful for driving sales and closing deals through multi-channel communications.

Marketing cloud features include:

  • Journey builder - Build 1-to-1 relationships with customers across all channels
  • Email studio - Create and optimize personalized email campaigns
  • Customer 360 Audiences - Analyze all your customer data in a unified platform
  • Mobile studio - Personalize mobile interactions such as SMS, push and push notifications
  • Social studio - Engage with your customers on social media
  • Advertising studio - Target 1-to-1 advertising using your CRM data
  • Datorama - Unified platform for all your marketing data
  • Interaction studio - Track, manage and optimize customer experiences
  • Data studio - Take your marketing to a new level using data from the world's most trusted premium data ecosystem.
  • Google Analytics 360 - Get the most from your Google Analytics data
  • Pardot - Bring together your sales and marketing data into a unified platform

Commerce Cloud

–°ommerce cloud is an all-in-one Business to Commerce solution. It helps to create innovative and personalized shopping experiences across multiple platforms.

Commerce cloud features include:

  • Connect shopping experiences to marketing, sales, and service teams
  • Build professional commerce experiences and personalized marketing campaigns
  • Boost conversions and recommend products using AI
  • Reduce costs, save time, and customize sites by industry type
  • Automate processes for smooth delivery and payment
  • Connect eCommerce sites to customer service teams

Health Cloud

Health Cloud is built specifically for healthcare. It is ideal for building better relationships between caregivers and patients while providing benefits for both parties.

Health cloud features include:

  • Personalized experiences for each patient
  • Connect with patients with a single engagement platform
  • Higher level of customer satisfaction
  • Lower costs of operation

Analytics Cloud

The Salesforce Analytics Cloud is powered by Einstein Analytics and Tableau. The analytics cloud can help you make better business decisions based on your customer and marketing data.

Analytics cloud features include:

  • Drag-and-drop style analysis tools
  • Spot behavioral patterns through visual representation of analytics
  • Share insights across teams
  • Integrated data management

Import Process

Salesforce makes it straightforward to get started by providing the ability to import data from third-party platforms such as Gmail.

The standout feature of Salesforce is its ability to integrate with other platforms. Salesforce can be used with AppExchange, allowing for integration with Zapier, Outlook, and many other popular applications. The powerful API makes it possible to connect Salesforce to almost any third party application.

Trailblazer Community

The Salesforce community, also known as "Trailblazer," is full of great information invaluable for admins. The community includes guides on a range of topics, making it easier to get the most out of the Salesforce platform.

User-friendly productivity features

Salesforce's built-in project management is feature-rich and straightforward to use. Salesforce makes it easier for your team to build and organize workflows.

Customer Support

While Salesforce is considered the market leader in its CRM technology many users have complained about its customer service.

Customer service can take a while to respond. However, they tend to be very helpful and knowledgeable when they do reply.

While the customer support may not be the best, the Salesforce community can be a great alternative. The community forum has many knowledgeable users who are happy to help less experienced users with queries that they may have about the software.


The Salesforce pricing is somewhat confusing and the main drawback of the platform. Salesforce offers a range of subscription tiers which are outlined below.

Essentials - $25 per user, per month

  • 5 Users
  • Account, contact, lead, and opportunity management
  • Email integration
  • Mobile app

Professional - $75 per user, per month

  • All of the Essential features
  • No user limit
  • Lead registration
  • Rules-based lead scoring
  • Collaborative forecasting

Enterprise - $150 per user, per month

  • All the Professional plan features
  • Workflow and approval automation functions

Unlimited - $300 per user, per month

  • The Unlimited edition offers All of the Enterprise features
  • 24/7 support
  • Configuration services

These subscription costs should be considered a starting point. Salesforce can be considerably more expensive depending on which add-ons you want to use. Relative to other CRM products, Salesforce is quite expensive.

The pay-per-user model is also not the best option for most small businesses.

Pros and Cons


  • Great UI
  • Scalability
  • Usability
  • Salesforce AppExchange
  • Robust API
  • Always expanding
  • Free Trial


  • Pricing
  • Not the best customer support

Is Salesforce Suitable for My Business?

All in all, Salesforce should be considered as one of the best CRM tools on the market. The modern UI packs an extensive range of features while remaining reasonably easy to use.

The platform also supports a wide range of integration options, making it easy to bring together all of your business operations into a unified platform.

The platform comes with a great range of features out of the box, and the use of the AppExchange makes it straightforward to add more features as your business continues to grow.

The only complaints are that the customer support could be more responsive and the pricing tiers made more transparent.

Salesforce offers a 30 day free trial for anyone who wants to test the software.

Curious to learn more about whether Salesforce is the right tool for your business and how it can be integrated with your existing workflow? Fill out the contact form below to get in touch!


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