Salesforce CRM Review 2020: The Pros & Cons

One of the most trusted CRM solution for business automation, Salesforce will make managing your business simple

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Customer relationship management solutions (CRM) are in great demand all around the world and companies are taking this pretty seriously.

CRM not just simply help a company to manage their customer relations, but also help in increasing the overall productivity and data management. 

Salesforce CRM Review

A name that has made a huge name for itself in the global CRM software market, and one that has become a favorite among its users, Salesforce occupies around 20% of the market share.   

One of the most important solutions that Salesforce CRM provides is that this CRM is used by large and multi-layered organizations, as the management software offers solutions to large and complex customer relationship management problems.  

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The software offers one of the most beautifully designed interfaces in the industry, offers great speed, provides powerful features, and also offers high customization. 

What is Salesforce?

Salesforce is a cloud-based Customer relationship management solution (CRM) that will help you to manage your business from a single platform. You can even manage your business through your mobile phone using the Salesforce CRM software. Over 150,000 companies are already using Salesforce

Major Features 

Salesforce CRM offers one of the best ROI in the industry. Thanks to the ton of features Salesforce CRM has to offer.

The major features offered by Salesforce CRM include:

Mobile-First Design

Salesforce CRM Mobile Version

There are a lot of other CRM software available out there that offer the mobile version of their software for on the go business management, but none of them have a mobile-first design in the first place. 

 Salesforce CRM allows you to manage your leads, data, contacts, and opportunities from your mobile device, even if you are offline. 

Artificial Intelligence

Artificial Intelligence

A feature you will not see in most of the other CRM software. Salesforce CRM allows you to improve your overall business and selling process with the help of its AI-powered system. 

You can now automate your workflows, discover insights, make business predictions, and automate your overall internal working processes using Salesforce CRM.  

The AI provided by Salesforce is called Einstein. Einstein helps you collectively organize your data and draw insights from them easily.

It allows you to manage and predict workflows, qualify your leads, and recommend solutions based on past behavior.  



Salesforce is one of the best when it comes to integration. Just about every major third-party business application or tool can be integrated with Salesforce.

Whether it is an analytics software, customer support software, or financial management software, Salesforce can pull in data from any third-party tool. 

One of the largest pool of integrations and options to display data collectively makes Salesforce CRM integration a pretty amazing choice. 


Salesforce CRM is almost 100% customizable! You can make use of the point and click feature provided in the software to customize your overall layout.

You can also integrate hundreds of mobile apps from AppExchange to add additional customization features. Additionally, you can create your custom application using the Salesforce developer tool. 

Built-in Marketing Feature

Salesforce CRM has a lot of additional features packed in the CRM itself. You can also manage your marketing through the software only.

You can create your marketing campaigns as per your workflow and target clients and additionally can also measure the effectiveness of the campaigns. Community

Salesforce offers an extensive online community for all individuals and Salesforce CRM owners to interact and share experiences.

This is quite an amazing feature as CRM being a little tricky to handle software, sill needs a lot of how-to and about data for new ones to understand the depth of its possibilities.

The community shares programs, events, serve enthusiasts, and helps in creating features discussion boards. 

How to use Salesforce CRM?

Salesforce CRM has a lot of built-in features that you can make use of. From business process management to sales, from lead management to email campaign management, the possibilities are huge with Salesforce CRM. 

Businesses and the ones that Salesforce CRM primarily targets are the large size ones.

Let us take a close look at something Salesforce CRM is primarily designed for, that is, increasing the sales of a business. 

01. Create a Free Trial Account

To get started with the Salesforce CRM, you can start with the free trial account to check all the features and options before you make the payment and start using it regularly.

The best part is that you don’t even have to add your credit card. You simply fill in your details and start using the services.

Create a Free Trial Account

02. Salesforce Dashboard

Salesforce Dashboard

Once you create your account, you will be directed to the dashboard. I think, here you will have to spend some time to understand all the options that you have.

However, the features and self-explanatory. You just have to add the details of your business and get started.

03. Create / Add Users  

Create new users

One of the first things to do while you implement Salesforce CRM is setting up of users that can access the system. This setup includes the assignment of role hierarchies and permission levels for every user. 

Begin with setting up the role levels and hierarchy in the system. This ensures the data is secured and safe.

After you have created the hierarchies and roles, now is the time to add users to the system and assigning roles to them.

It is recommended to give the users read-only profile rights initially, as this would allow them to become familiar with Salesforce.  

04. Define and Design Sales Process

Design Sales Process

Ones you have added users in the system now is the time to define the complete sales process of your company into the CRM.

This step demands you to carefully identify your onboard sales process and replicate that entirely into the system. 

Also, the complete team on the system at all different levels need to understand and correspond to the process.

This is very important as CRM applies a pipeline management system and this has to match according to the match with your actual business process. 

05. Customize Salesforce 

Customize Salesforce

Customizing the overall process and working of the CRM system is a very important step here, as this makes the overall process easier and simpler to implement. 

Add the most used features and tools placed at the very forefront of your software, personalize its complete navigation layout, and make it more user-friendly for yourself. 

06. Import Data

Import Data

Importing data initially is the most important step in setting up any CRM tool. You can use the provided data importing tools to import data into the software.

Additionally, you have Data Import Wizard and Data Loader tools to import data into your CRM.

You can also import data into your system using Gmail and AppExchange, which even makes shifting data from some other CRM tool to Salesforce a lot easier.    

07. Enable Analytics

Enable Analytics

Salesforce’s dashboard is one of the most feature-packed and productive in use. You can develop valuable analytics and performance data reports.

Get a visual representation of the progress and also get AppExchange analytics data reports as well.  

Pros and Cons of Salesforce CRM 


1. Artificial Intelligence offered in the software is a game-changer. Things just get a lot easier with AI

2. The time taken in setting up the software and getting your first process started is very quick. One of the quickest for that matter in the industry. 

3. Customization features offered in Salesforce CRM is one of the highest in the industry. 

4. The huge integration options provided in this CRM is amazing. You can do anything using Salesforce CRM. 


1. The technical support offered by Salesforce is very complex and is not the best for sure.

2. Each new update of this software drastically makes the dashboard look alien.



With these many services, features, and in-built tools offered in this CRM, prices are expected to be on the heavier side.

Salesforce CRM pricing range starts from $25/ per user/ per month and goes up to $1,250/ month for up to 10,000 contacts. All the packages are billed annually and all of them vary in features and services.


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Product FAQs

1. What is Salesforce?

Salesforce is a cloud-based Customer relationship management solution (CRM) that will help you to manage your business from a single platform. You can even manage your business through your mobile phone using the Salesforce CRM software.

2. What Can You Do With Salesforce CRM?

You can manage your business using the Salesforce CRM. The end-to-end solution offered by Salesforce makes it a complete solution for small businesses as well as big enterprises. It helps in managing your contacts, lead generation, lead management, marketing solutions. Salesforce collaboration platform helps you to collaborate with your team and manage all the tasks related to your business from a single platform.

3. What are The Top products of Salesforce?

Salesforce offers you multiple products to help you manage your business.

Sales Cloud Solution: Manage your sales process using the Salesforce cloud solution. Close more leads, manage your pipeline, manage your customer information in one place.

Service Cloud Solution: With the Salesforce service cloud platform you can manage all the queries of your customers quickly. You can create communities and offer self-help service making the entire process smooth and quick.

Marketing Cloud Solution: Make your entire marketing process smooth and simple to manage. You can use cross platforms and solutions such as email, social media, mobile to manage your marketing process.

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