Salesforce Review 2023 | CRM Software Analyst’s Pros/Cons [1/3]

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Devon Hennig is SelectHub’s sultan of software selection. He most recently served as VP/Marketing for Docebo (Nasdaq: DCBO), and, prior to that, he was VP/Demand Gen at Vendasta, the leading provider of white-label products and services for resellers. His passion is helping companies find the right solutions for their tech stack.

Transcript Highlights: Using Salesforce, companies can do a lot: Track leads and deal stages. Run Campaigns. Score and route leads. Access customer data like contacts and communication history. Create and track quotes and orders. Forecast revenue. Create workflows to automate processes and connect to over 2,700 apps. Here are 6 scenarios in which Salesforce is best suited.

1: you’ve outgrown your CRM. Salesforce is good for orgs growing quickly.

2: your leadership team already has SF experience. Many senior managers, VPs and others will even say they can’t do their job effectively without it.

3: You need a single source of truth. Salesforce is a system of record that can integrate well with the rest of your tech stack.

4: You have complex enterprise use cases. If your organization requires or may one day require anything beyond simple CRM features, chances are you will need the robustness that Salesforce offers.

5: You can afford a proper implementation. Set aside the fact that the software itself is expensive. Are you also prepared to pay for all the support? If you are, you’re in good shape.

6: You are prepared to drink the Kool-Aid. To get the most out of Salesforce, you’d be wise to immerse yourself in everything Salesforce.

Here are six scenarios where Salesforce may not be a perfect fit:

1: price sensitivity. In most cases, Salesforce requires annual costs upfront, so if you can’t afford it, that may be an issue.

2: everyone needs access. Per user model adds up fast as your company scales.

3: add-ons add up fast. If you need additional products, your costs will grow quickly.

4: there is no Free Forever plan. No free plan and limited trials will impact very small businesses and small businesses the most.

5: no free 24/7 support. Businesses with advanced customization needs or those that require specific knowledge will likely need dedicated Salesforce developers.

6: it takes a village to raise a Salesforce instance successfully.

Here are other scenarios where it might not be a perfect fit.

Businesses requiring self-hosted solutions should not opt for Salesforce, as it doesn’t provide on-premise options.

Companies needing a lot of customer support.

Companies with no dedicated enablement or ops teams.

Companies with old-school management mindsets. You need to be comfortable telling your team if it’s not in Salesforce, it didn’t happen.

Businesses needing something quick and dirty. If you’re in scrappy start-up mode and you’re trying to survive and land your first customers, you do not need Salesforce.

Salesforce’s main pros, its top seven stand-out capabilities, include the following:

1: Customization. Salesforce provides one of the most configurable platforms out there.

2: Cloud-Based Access. Salesforce provides entirely cloud-based access, meaning no hardware purchases, no software installation, no locally stored files and accessibility from any device.

3: Salesforce AppExchange. AppExchange is the largest app marketplace in the cloud-based business software industry, providing 2,700 plus pre-built apps.

4: artificial intelligence. It helps predict how customer purchase behavior might shift over time, opportunities that are most likely to lead to a purchase, customer churn identifiers, etc.

5: reporting and analytics. Salesforce’s reports, self-serve dashboards and advanced tools can provide all roles with access to real-time data.

6: Mobile Capabilities. Salesforce offers a mobile app for Android and iOS devices that allows users to work offline, even if there’s no connectivity.

7: Salesforce meets any use case in virtually any industry.

SelectHub’s analyst score for Salesforce is 90. You won’t go wrong choosing Salesforce, but you can go wrong implementing it, so tread carefully.