The most valuable feature of Salesforce platform is the development model of Customer Facing Implementation/Applications. Salesforce provides a basic data model already prepared for users and allows developers to customize the platform according to their business needs.
Improvements to My Organization
Salesforce helps in increasing the productivity, sales, lead-management process (in which every lead is tracked in an efficient manner). The users within the organization are able to track their (and their sub-ordinates') opportunity pipeline. Sales managers have the tools, real-time tracking and instantaneous feedback are by far the best methods and hence they can give more energy to selling and immediately incorporate managers’ instant feedback with deals in motion.
Room for Improvement
Salesforce is itself expanding at a fast pace for all the partner, customer, and developer community. But as a Salesforce developer, it would be great of Salesforce can step towards the Open Source platform for development and implementation.
Use of Solution
I have more than two years of experience working on the Salesforce platform. I have worked on Apex classes, VF pages, REST API, Sales Cloud, Service Cloud, etc. for developing and customizing Salesforce for our clients.
While the Salesforce version upgrades are in process, there may be some performance issues (however, Salesforce does inform users about this beforehand).
In terms of scalability, the Salesforce platform is a multi-tenant platform and, hence, it focuses more on the governor limits and scalable applications. But if a company wants to expand the CRM, they can ask Salesforce for the 'unlimited' version which enables a larger limit with a per usage count.
Customer Service and Technical Support
Salesforce provides various levels of technical support for different types of customers based on the version they have purchased.
I have not worked on any other CRM application development platform.
Salesforce provides a basic data model which matches most all of organization models, but there is always a requirement to customize it according to a company's user needs in the most efficient manner. The consultants or the Salesforce developer can help the customers to achieve company-level customization.
We implemented it through a vendor team. I have worked on a Salesforce appExchange product (quick modular application specifically designed for companies to overcome implementation efforts).
The best advice for Salesforce implementation is to check if the feature is provided by Salesforce in the standard version; if not, then search for a Salesforce app on AppExchange which might fulfill the requirements, and if no such app exists, then we might have to develop it ourselves for the particular situation.
Pricing, Setup Cost and Licensing
Costs and benefits in most cases are hard to determine, but don’t let perfection be the enemy of valuable information. If you are looking for a systematic functioning within your organization, Salesforce is one of your paths towards it.
Other Solutions Considered
There are various case studies on Google which suggests the options for choosing the best CRM. It depends on various factors such as cost, productivity, implementation cost, maintenance cost, etc.
You can try Salesforce as a free developer version (with lots of limits). You can contact me at email@example.com for any kind of help and advice.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Feb 17 2016