Salesforce CRM is the one of most used CRM software to manage businesses’ marketing and sales strategies, and their customer service operations all on one platform. While Salesforce is a leader in its market, it is competing against other CRM leaders including Adobe, Oracle and SAP, and emerging competitors like Episerver and Sitecore.

Salesforce CRM Pros and Cons

Here is a list of pros and cons to help you decide if Salesforce CRM is the right fit for your business needs.


Easy Set Up

You only need to have access to an internet browser to run Salesforce CRM’s platform. This means it’s accessible anywhere from your mobile phone to your tablet and desktop. Its cloud-based system allows easy accessibility without the need for a large IT department, which makes the platform very cost-effective. Having an easy set up means you don’t have to deal with installation packages, compatibility issues or needing to check if team members have trouble accessing it on their own computers.

Increases Team Efficiency

Since the platform is accessible online, employees have real time access to it any time they want, and from anywhere they are. It also allows for management efficiency as managers are able to check employee progress and completed tasks. Its accessibility is a great advantage, especially if you manage larger teams in different parts of the world.

Smooth Business Integration

The integration of its many functionalities allows your business to run all its data and business processes into one platform. Salesforce CRM allows integration with external systems such as DMS, ERP, ITSM, and other platforms including social media and ecommerce.

Plus, it offers tools to maximize your integration possibilities to ensure synchronized and optimized work across all your operations.

Customize to Your Business Needs

Salesforce CRM’s customizable feature gives you the ability to increase your performance by developing apps, widgets and creating custom objects. It doesn’t necessarily require coding skills as the platform offers point-and-click tools which administrators can simply configure and complete other functions such as creating tabs or creating rules to validate data.

A more complex customization option is available and is done by using coding operations. This helps you process large sets of data, helps you to create custom functions like email templates and more.
Not only does it allow for the improvement of your operations through a variety of tools, it also allows for employees with different skill sets to improve the platform’s functionality.

Efficient Workflow Through Automation

Automation is an added advantage in terms of management efficiency as it allows for the easier tracking of customer service and relationships. This, again, means that managers are able to watch the business’ progress in real time. It allows them to make rapid decisions such as modifying sales strategies or identifying unassigned tasks.

The rules system also makes the job easier for the sales and customer service teams. If cases and deal closures are completed without a problem, the case status is automatically updated without any need for employee intervention.

Complete Reporting Style

If you know how to navigate Salesforce CRM’s reporting feature, you’ll find ample options to customize the way you want your report generate information. This feature gathers data from multiple sources and creates a report that can be further edited to your preference.

Cons to Consider

It can be overwhelming.

Its many features can be overwhelming, especially if you’re not able to get the gist of it. The complexity can confuse employees, so it’s necessary to make sure that everyone is on the same page. Plus some businesses aren’t big enough to have such a large platform to deal with, so it may not be worth it.

Reliance on Salesforce’s Customer Service

Since it’s an online platform, and there is little need for an IT team, you will need to rely on Salesforce’s customer service. This could be a deal breaker because it means that you have to depend on external support for a service that is already difficult to grapple with.

On the bright side, Salesforce offers an ample amount of resources including online training, and podcasts which are available on their blog and can help you in the meantime.

Related Content >> Why You Should Consider a Customer CRM For Your Business

In Summary

Salesforce CRM continues to be a leading product for the reasons listed above. Think carefully about whether you want to invest in Salesforce and consider both sides of the coin. It can do wonders for your business processes but not all businesses are ready for the investment or the learning curve.

If you’re considering your own custom CRM software, you need the help of the best software development company. Call us at Ecodelogic to see how we can help your business.