A Full Salesforce Review for 2024

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Our Verdict

Salesforce is transforming the CRM industry with its powerful AI capabilities

Salesforce, despite its learning curve, has one of the best reputations in the industry, and it remains the best solution for medium to large-sized businesses after an all-in-one solution.

This includes AI, sales, marketing, commerce, and service tools.  That said, because of how feature-rich it is for sales teams, it’s also incredibly popular among small businesses, too.

Functionality like this does come at a higher price, though, but most find it worth every penny — from its Einstein AI to robust reporting and 3,000+ integrations, it’s hard to beat Salesforce.

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Pros

  • Straightforward to set up
  • Powerful reporting tools
  • Offers 3,000+ integrations
  • Einstein AI is incredibly valuable
  • There's a 30-day free trial

Cons

  • There's a fairly steep learning curve
  • It's costly

Our Salesforce review explores one of the most popular CRM platforms available. Despite this, it’s not the best for every business. Here we cover Salesforce’s key USPs and where we feel it falls short. We dive into its pros and cons, pricing, features, reputation, and how it compares to other top CRM services.

Salesforce CRM Pricing

Salesforce has 5 plans for varying needs and budgets. Here are all of them compared for a neat overview of your options:

Starter Suite Professional Enterprise Unlimited Unlimited +
Starting Price $25/user/month $80/user/month $165/user/month $330/user/month $500/user/month
User Limit
Free Trial Period 30 days 30 days 30 days 30 days 30 days
Collaboration
Lead Management
Opportunities Management
Lead Scoring Add-on
Automation
Team Collaboration Chat only Chat only Chat only Chat only Chat + Slack
Integrations 3,000+ 3,000+ 3,000+ 3,000+ 3,000+
Support Add-on Add-on Add-on Add-on Add-on
Starter Suite - $25/user/month

Starter Suite – $25/user/month

Despite being the most basic plan, the Starter Suite boasts opportunity management, email campaigns, and custom reports. Plus, you get a bunch of lead management tools.

Overall, it’s a solid entry-level plan for small or growing businesses. However, when compared to Monday CRM, for example, which starts at $12/seat/month, Salesforce is expensive.

That said, Salesforce is truly jam-packed with features, including AI capabilities that many find worth every penny. It all depends on your specific needs and, of course, your budget.

Professional - $80/user/month

Professional – $80/user/month

Apart from everything in the Starter Suite, you get key features like forecast management, bulk emails, sales order and contract tracking, and a drag-and-drop app builder, among others, with this plan.

This plan is ideal for teams looking to expand their market and become more accurate with their forecasting and planning. Most mid-sized businesses would find this plan best.

Enterprise - $165/user/month

Enterprise – $165/user/month

This plan, despite the name, is ideal for mid-sized businesses. You’ll get comprehensive lead management tools (except lead scoring), workflow automation, as well as:

  • The complete customer and sales management and forecast suite
  • Access to all Salesforce tools to manage your pipeline

The lack of Slack integration is one thing we noted, which we found HubSpot offers on its free plan, for example. Overall, though, despite being expensive, this plan offers good value for money.

Unlimited - $330/user/month

Unlimited – $330/user/month

This is the first plan to feature robust AI tools for buyer assistance, conversation, email insights, opportunity scoring, and Einstein Forecasting, making it a top choice for large enterprises.

Salesforce is easily a leader in AI CRM capabilities, but we found that Zoho CRM features a suite of AI tools, albeit not as advanced, for just $40/user/month.

This again highlights how it all depends on your specific needs (feature-wise) and, importantly, your budget.

Unlimited+ - $500/user/month

Unlimited+ – $500/user/month

This is the ultimate plan for large businesses. Every feature you could want, from lead management and AI to advanced reporting and collaboration with Slack, can be found in this plan.

$550 is costly for some, when you consider other leading CRMs’ high-tier plans, like HubSpot, for example, costs $1,500/month for 10 users, which comes down to $150 per user.

Despite this, Salesforce remains the go-to for many, and for good reason, as you’ll see when we explore its reputation and some of its features in more detail in this Salesforce review.

Salesforce’s Key Features

Salesforce is undoubtedly one of the best Enterprise CRM platforms on the market in 2024. Here are the standout features we found during our testing for this Salesforce review:

AI Functions

Salesforce Sales AI

Salesforce’s native AI, Einstein, has to be the best thing about the platform. It doubles up as a virtual assistant and helps engage customers, providing post-purchase chat support.

For example, it can sieve through client interactions and mark deals that will have the highest impact on your business so that you can prioritize clients accordingly.

You can also ask it any question. We found it delivers surprisingly detailed (and factual) answers. For example, you can ask, “How is the inventory fill rate right now?” and it’ll tell you if it’s stable.

We also found it really handy that for a better explanation, some of the answers Salesforce Einstein gives are paired with charts or other visual aids.

Reporting Tools & Dashboard

Salesforce, as you’d expect, offers incredibly powerful reporting. For example, you can create revenue reports to know how much you can expect to generate to make better financial decisions.

The forecast data will be closely followed by a chart on “closed deals”, where you can track who contributed the most to your revenue and when you saw the most profit.

In terms of dashboards, you can create Tableau dashboards that offer an overview of important KPIs for your sales, marketing, IT, and finance teams for ultimate cross-department collaboration.

You can also have dashboards for each department. That said, as Salesforce Customer 360 brings data, AI, and CRM together, we weren’t surprised that it collates literally everything into one place.

Beyond this, you can create unique customer profiles with their activity feed, open opportunities/cases, and other personal details, all in one place for easy retrieval.

Sales & Marketing Features

Salesforce Sales Pipeline

Salesforce’s sales and marketing tools let you create automated customer journeys. From the first point of contact to follow-up emails and deal closure, every part of the process can be automated.

You can also add conditions with IF/THEN automation rules. If a lead signs up for your newsletter, for example, they’ll automatically get your welcome email. This is a must-have for lead nurturing.

Since your customer profiles are already stored in Salesforce, every email or SMS can be tailored to each lead or customer, too, helping to boost your open rates and conversions.

Team Communication

Salesforce team communication

Besides collaborating on dashboards, you can connect Salesforce with Slack and create a fully-synced workstation for your team, where updates are automatic, negating the need to manually do this.

This will allow your team to create custom channels for specific purposes, add unlimited users, and share business strategies, team updates, and customer-related information.

Team members will also get real-time updates. For example, if an employee closes a deal, they’ll get a notification of deal closure and a reminder to update the forecast.

Your team will also be able to manage pipeline and CRM records in Slack. However, note that unless you’re on the Unlimited plan, you’ll need to get this as an add-on for $60/user/month.

Salesforce CRM Integrations

Salesforce lets you integrate with 3,000+ apps — most through Zapier. That said, you also get a handful of native integrations with platforms like LinkedIn, Quickbooks, Jira, and DocuSign.

Beyond these, Salesforce offers multiple types of APIs, which you can connect with apps that are otherwise not available for integration. Overall, Salesforce offers ample options in this respect.

Competitors like HubSpot offer 1,000+, while Monday, for example, only offers 200+. This makes Salesforce’s 3,000+ integrations one of the most comprehensive offerings in the entire CRM industry.

Salesforce CRM Customer Reviews

Salesforce is very popular — and, more importantly, very loved by most of its customers. This is evident in the vast majority of online Salesforce reviews.

For instance, on G2, it’s rated 4.3/5 based on a whopping 18,600+ reviews. Similarly, on Capterra, it’s got 4.4/5 stars based on a similar number of reviews.

A Salesforce review on G2

It goes without saying that such high scores, despite the sheer number of reviews, are quite commendable. So what do people love most? Well, the diverse feature set is one key USP highlighted.

A Salesforce review on Capterra

Many boast about how Salesforce’s features have helped improve team productivity and to close more deals. That said, as you might expect, the cost was one factor you’ll find some complaints about.

Moreover, the learning curve is quite high compared to solutions like Monday CRM, for example. This is also a common flaw featured in some Salesforce reviews.

Overall though, there’s no doubt that Salesforce is reputable and the go-to solution for many businesses who have nothing but good to say about the platform.

What is Salesforce Good For?

Salesforce is one of the very best sales CRMs, but in reality, it’s also a solid all-in-one platform that’s perfect for scaling businesses. With 5 plans, scalability doesn’t get better than with Salesforce.

For example, if you’re a small business, you can get the Starter Suite ($25/m) and opt for higher plans as your business grows. You’ll have a good mix of AI, sales, marketing, commerce, and service tools.

However, it’s not very budget-friendly. If you’re after a cheaper option, then we recommend Monday CRM ($12) or Pipedrive ($9.90). Keep reading for a look at how these compare to Salesforce.

Salesforce Vs Top Competitors

Salesforce is undoubtedly one of the best CRM apps, but it’s not the best solution for everyone. Here’s a quick overview of how it compares to some of the best Salesforce alternatives:

CRM Platform Salesforce Monday CRM Pipedrive HubSpot Act! Oracle Netsuite
Best For Growing Businesses Small Businesses Pipeline Management Enterprise-Level Features SMBs Larger Businesses
Starting Price $25/user/month $12/user/month $9.90/user/month $18/month $30/user/month Custom
Free Version 30-day trial 14-day trial 14-day trial Free plan 14-day trial 14-day trial
Compatibility iOS, Android, browser iOS, Android, browser iOS, Android, browser iOS, Android, browser iOS, Android, browser iOS, Android, browser
Top 3 Features 3,000+ integrations, 24/7 phone support, AI automation Unlimited free viewers, 200+ templates, mass email tracking Contact mapping, world-class storage, meeting scheduler Free tools, shared inboxes (200), 1-on-1 support Lead relationship history + activity management, automated workflows Post-purchase support, lead-qualifying, upselling

Salesforce Vs Hubspot

Both are multi-functional, offering sales, CRM, and marketing tools in one place. However, the biggest advantage of using HubSpot is its free tools, unlike Salesforce, which only offers a 30-day free trial.

HubSpot’s free tools include email tracking (and scheduling) – which is why it’s one of the best CRMs for email marketing. It’s also great for lead generation, as the CRM suite includes a CMS package.

That said, if you’re after an AI-powered CRM, you’ll struggle to find a better solution than Salesforce. Salesforce Einstein offers large businesses incredible time-saving capabilities, to put it lightly.

Salesforce Vs Service Now

As the name suggests, Service Now is more of an after-sales service-focused platform. It’s meant for virtual service businesses such as online assistants and call centers, for example.

Its field service management helps your team deliver frictionless on-site customer service with improved scheduling efficiency, for example. It equips teams with everything they need to handle issues.

Salesforce focuses on sales and marketing, both of which are pre-sale activities. It lets you manage sales, marketing, IT, and customer service from a single dashboard, making life incredibly easy.

Salesforce Vs Zoho

If you’re looking for an affordable solution that’s easier to use, Zoho CRM will fit your bill. Its top-tier plan is priced at just $52/user/month – a whopping 89% less than Salesforce’s best plan.

Plus, if you want to focus on social media marketing, Zoho is great for this. It can extract social media conversations with clients and prospective leads.

That said, Salesforce offers 3,000+ integrations, and it offers more robust AI features that focus on core CRM functions like lead scoring, opportunities management, and relationship insights.

Zoho’s AI, on the other hand, focuses more on the prediction and forecasting aspects of CRM. At the end of the day, it depends on your particular needs and budget.

Verdict – Is Salesforce Worth it?

Salesforce is a value-packed, all-in-one sales, marketing, and service solution that boasts market-leading automation and AI capabilities. It all comes at a fairly high cost, though.

As such, we recommend it for larger businesses with complex customer management teams, especially as it also boasts a slightly higher learning curve.

Salesforce is the ideal platform for businesses of all sizes, but if cost and ease of use are high priorities, then we recommend checking out Monday CRM.

How We Test Best CRM Services

Our team at Techopedia has over a decade of experience in all things tech. Needless to say, every platform we feature on our site goes through a 2-3 week testing period.

Having tested numerous other CRM solutions, including Monday for our in-depth Monday CRM review, it’s easier for us to pinpoint each tool’s unique USPs and where we find it falls a bit short.

We test their interfaces (on different devices) to analyze the ease of use and functionality available on various platforms. We also take a deep dive into the features, dashboards, and analytical capabilities.

To make our reviews even more comprehensive, we also factor in user reviews on reputable sites like Trustpilot. This helps us ensure that we’re offering our readers a solid overview of the product.

How to Choose the Best CRM Provider

Here are the things you need to consider while out shopping for the best CRM provider for your business:

PriceFeaturesScalabilityEase of UseIntegrationsCustomer SupportHidden Cost

Deciding on a budget is vital as this will help you narrow down your options. You’ll also want to run a cost analysis to determine the value for money on offer in terms of the functionality you get with a particular plan.

Some features are reserved for higher-end plans, or they may even only be available as an add-on. Be sure to note what features are important to your business before choosing.

While it’s wise to start off with a small business-specific CRM software, the larger picture that you may eventually want to scale operations must never leave sight. So, prioritize providers that can grow with your business while keeping costs to a minimum.

Look for a CRM platform that’s easy to use with simple dashboards that have everything clearly laid out so that your team can quickly get a hang of it. For this, we advise making use of any free versions before committing.

A single CRM platform can’t cater to every need, which is why it should have enough integration opportunities that you can use to connect with other apps and manage everything from the same platform.

If you want a seamless experience with your CRM provider, make sure it offers robust customer support – preferably 24/7 support through multiple modes of contact such as phone, email, and live chat.

Make sure you check the fine print and ensure there are no hidden costs, like price hikes after renewal or add-on features.

FAQs

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Krishi Chowdhary
Tech Expert
Krishi Chowdhary
Tech Expert

Krishi Chowdhary has half a decade of experience writing buying guides and product reviews for numerous leading technology websites. He spent two years writing for Business2Community.com before joining Techopedia.com. He has a degree in Commerce and extensive experience in the technology industry. He's also the key driver behind TechReport.com's news content, delivering expertise insight into the latest tech and cybersecurity news daily.