Salesforce CRM Review: Pros, Cons and All You Need to Know

what is crm in salesforce
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Businesses today confront a variety of problems to stay competitive and meet the changing demands of their customers. To make informed decisions, you should be aware of what is in Salesforce CRM. CRM systems are now increasingly in demand due to the decreasing face-to-face communication, making them vital for customer maintenance, tracking, and analysis.

In this article, we’ll take a closer look at what Salesforce CRM is and what exactly is in Salesforce CRM that makes it a powerful tool.

What is CRM In Salesforce CRM?

CRM is an abbreviation for Customer Relationship Management. It is a system that is used to manage relationships with current and prospective clients. A CRM system assists businesses in developing customer relationships and streamlining operations to increase sales, improve customer service, and increase profitability.

What is Salesforce CRM?

Salesforce was among the first and remains among the best CRM software providers on the market. It is more than just a highly customised contact management system; it is a full-fledged suite of business SaaS to assist with anything from marketing to sales to customer service. The Salesforce platform assists sales representatives at every stage of the sales process as well as the overall company process. It’s an excellent CRM system for any size firm, but it’s especially effective for large enterprises. When it comes to sales software businesses, Salesforce provides a wide selection of functions and automation to meet your needs, and each functionality is highly user-friendly. 

Salesforce is one of the most successful contact management and overall CRM software programmes because of what is in it, such as extensive marketing, sales, and customer care functions. Lead management, sales forecasting, marketing automation, opportunity management, bespoke reports, and unique features such as Pardot and Einstein are among the top tools.

PlanAnnual Pricing*
Sales Cloud Essentials£22.42 /user/month
Sales Cloud Professional£68.56 /user/month
Sales Cloud Enterprise£134.44 /user/month
Sales Cloud Unlimited£268.88/user/month
Marketing Cloud Basic£359.31 /month
Marketing Cloud Pro£1,115.79 /month
Marketing Cloud Corporate£3, 88.48/month
Service Cloud Essentials£22.42 /user/month
Service Cloud Professional£67.56 /user/month
Service Cloud Enterprise£134.44/user/month
Service Cloud Unlimited£268.88 /user/month

Features of Salesforce CRM

We’ll concentrate on the sales, marketing, and customer service parts of your organisation because Salesforce focuses on those. Now, I will explain what feature is included in Salesforce CRM.

#1. Marketing Automation

Salesforce Marketing Cloud is a marketing suite of tools that focuses on reaching larger audiences, developing your network, and gaining greater insights into the individuals who interact with your marketing efforts. The goal is to qualify the best leads and pass them on to sales. Salesforce provides several automation options for marketers that can help with this. Pardot, a B2B marketing automation platform, is one of them. Among other things, it performs social media tracking, A/B testing, lead nurturing, and lead scoring.

#2. Email Marketing

Their email marketing module is called Salesforce Email Studio. Email marketing campaigns are created using data from all departments and segmented to be relevant to target audiences. There are plenty of excellent email templates from which to choose and edit. You can choose dynamic features such as personalised messaging and receive recommendations for the optimal times of day to send.

#3. Audience Discovery

Salesforce Data Studio is a data-sharing platform that supports a large amount of third-party data from different networks. The goal here is to seek and collect data on new audiences in the hopes of restricting the scope of a marketing effort. Social Studio is a suite of tools that is similar to Data Studio but is focused on social media audiences.

#4. Contact Management

Salesforce is, of course, a robust contact management solution, as this is essentially another way of describing CRM. This enhanced database allows you to organize your contacts, provide demographic data that can be sorted, aggregated, and filtered, manage their deals, and even schedule activities. It provides a comprehensive 360-degree view of each contact, including an extensive conversation history.

#5. Opportunity Management

Contacts generate opportunities because each contact is a possible lead and eventual customer. Salesforce opportunity management contains capabilities for keeping track of each salesperson’s active transactions. You get statistics on each stage of the deal and pipeline, as well as real-time notifications when anything changes. It also keeps track of which products and pricing information were included in each transaction.

#6. Integrations 

Even though Salesforce is one of the most popular CRMs, you may desire to integrate with other SaaS on occasion. Salesforce has numerous excellent connectors, such as with the accounting program Quickbooks. You may link Zoho Flow with Zoho, or you can set up syncs with HubSpot or Outlook. With Salesforce AppExchange, you can create new features by dragging and dropping. There is a complete Salesforce API family for even more connectors and add-on possibilities.

#7. Analytic And Reporting 

Salesforce allows you to develop custom analytics dashboards and reports without knowing any coding. All of this is accomplished with a simple drag-and-drop interface that works with groups, filters, charts, and customised fields. This is essential not only for tracking leads and deals but also for tracking the success of your sales and customer service staff. The analytics dashboard looks fantastic on the Salesforce mobile app as well.

#8. Self-Service Features 

For many customers, a brief piece of assistance is all they need to get through an issue, and Salesforce includes a Self-Service portal for that. The portal can be customised to reflect your company’s identity. You can fill it with knowledge articles that are easy to find. It is even feasible to create portals that are unique to each customer or organisation with which you work. If necessary, a human support representative can be reached using the self-service portal.

Pros of Salesforce

So, for those newbies who are asking why Salesforce CRM is so powerful, here are some of what is in it that will answer your question

#1. User-Friendly Software

The software is simple to use and intuitive. A simple navigation bar is situated at the very top of the window. The tabs have been divided into several categories, including Home, Accounts, Contacts, Leads, Opportunities, Campaigns, Files, and Forecasts, to name a few.

#2. Highly Customizable Dashboard

After logging in, the tool’s dashboard will show you a range of report widgets that will provide you with an overview of how well your business is performing. Sales professionals at your organisation can receive real-time summaries of customer data as well as other relevant facts.

#3. Social Capacity

Because the tool’s social media function and news feed operate in a manner very similar to that of Facebook, users will find the tool not only incredibly easy to use but also quite pleasant. You can conduct a quick search across the news stream, submit status updates instantly, share links, and upload files directly from the dashboard.

#4. Integration Options

Salesforce is well-known for its broad ecosystem, which extends beyond customer relationship management. It provides a comprehensive collection of integration options and tools, as well as a platform for building Salesforce-based apps.

Salesforce’s pre-packaged integration alternatives each have their own set of technological limits, so you may need to create new tools or change existing ones for your project. Furthermore, the implementation duration for some advanced integration projects can be lengthy.

Cons Of Salesforce 

Now we must address some of the more unfavourable aspects. So, if we may be so blunt, you want to know the drawbacks of salesforce CRM.

#1. Complexity

Salesforce’s most powerful feature is also its most significant disadvantage for smaller businesses. Because it is such a long-lasting solution, it is an excellent choice for a variety of small businesses that are expanding.

People with small and medium-sized enterprises that do not require such a complete software solution, on the other hand, may find the application difficult to use. Salesforce can be a sophisticated solution for small businesses that do not have a specialist sales staff or their own lead-generation and sales solutions.

#2. Troublesome Technical Report

Companies have also voiced their discontent with the help desk solution’s difficult technical assistance, particularly the ease with which the tool’s salespeople can be replaced from time to time.

#3. Difficult Reporting

Reporting even the most basic information in Salesforce may be a very difficult task at times. When compared to the other components of the helpdesk service, the capacity to generate reports is less user-friendly.

#4. High Pricing

Pricing is another potential difficulty for some smaller enterprises. Even if the pricing for the helpdesk solution is low enough that even small businesses can afford it, you may have issues when customising the software or using third-party solutions.

Is there a Salesforce Coupon Code or a Promo Discount Voucher Available?

Salesforce currently does not provide any coupon codes or promo discount coupons directly from their website. However, coupons and vouchers from third-party websites are occasionally available; however, they are not always guaranteed. You may also keep an eye out for special Salesforce offers on their website,

The Review Of Salesforce Support

Salesforce assistance can differ depending on the situation and your bundle. Most issues should be resolved by visiting the Help Center, where you can search for concerns and solutions in documents, videos, and other resources. Following that, there is a Salesforce community where you can ask questions and wait for someone to respond. For more advanced IT support needs, Salesforce also provides technical documentation.

If you want personal assistance, you must first check into your account. This can be aggravating if you are still looking for assistance in selecting a plan and signing up, but in that case, Salesforce sales professionals will be ready to assist. You can always have access to your case history if you have an account.

Overall, Salesforce customers have mixed feelings about their customer service. Some users report that it is quite difficult to reach a human support person. Others admire the breadth of its self-service information resource. Finally, clients who purchase the most expensive packages receive the best customer service. Any licence should receive a response within two days, while premium plans receive priority 24/7 assistance.

What Are the Different Types of CRM in Salesforce?

Salesforce offers a variety of CRM categories, including marketing cloud, service cloud, analytics cloud, app cloud, and sales cloud, with functionality best suited for larger inside sales teams.

What CRM does Amazon Employ?

Amazon manages its customer relationships using Salesforce CRM, a cloud-based system. This software assists businesses in tracking customer data, interactions, and sales opportunities. Amazon has been using Salesforce for many years because it is highly customizable and scalable.

Is Salesforce Better than Microsoft?

It is recommended for younger companies and smaller businesses because of its lower starting price and its extensive integrations with third-party applications. Microsoft Dynamics 365 is better for larger and more established businesses, especially ones that already use the Microsoft Office suite extensively.

Is Salesforce CRM a Database?

Essentially, the Salesforce database is a relational database. This is where you can store your customer information in database objects. And the Salesforce database uses object record tables for storing data. The data may include customer names, email addresses, contact numbers, sales history, etc.

Which CRM is Better Than Salesforce?

Freshsales CRM by Freshworks is one of the most widely known Salesforce competitors in the industry. This software is built with AI and helps sales professionals with lead scoring, phone and email communications, activity capture, and much more. The platform is cloud-based and works well for businesses of all sizes.


Salesforce CRM is useful for a wide range of use cases, divisions, sectors, and other sales techniques. Is it worth leaving your current CRM system and switching to Salesforce if you already use one? That is dependent on a variety of things.

These include your budget, the size of your staff and who will use the CRM software, the number of sophisticated features you require, and your overall business objectives. After reading about what is in Salesforce CRM, and the pros and cons, it is recommended that you sign up for the free trial to see how comfortable you are with the software.


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