The TopTenREVIEWS Gold Award winner for customer relationship management is Salesforce. This CRM software, developed by Salesforce.com, provides all of the features and tools that the top CRM software choice should provide, plus a few additional tools that are unique to this application alone. We were impressed with the simplicity of the design and the depth of the tools that were made available to us by using this CRM software. This customer relationship management system is placed above all other options in its category because you, as the user, have the ability to organize your Salesforce CRM software to be exactly the way you want it. Salesforce provides top-rated tools for customer relationship management as well as unique features exclusive to this application.
Salesforce.com’s unique feature that is available in Salesforce CRM software is Salesforce Chatter. Chatter is a feature that provides real-time alerts and collaboration between you and your coworkers. Each user within your company is set up with a user profile, and employees have the opportunity to view another colleague’s profile and learn their job responsibilities and strengths. This feature is fabulous for large companies where employees may not all know one another. As employees develop their relationships and expand their network within the company, customer relationships outside of the company will be handled more efficiently and grow stronger as well.
Status updates are another feature unique to Salesforce.com CRM software. In addition to receiving real-time alerts regarding your own account activity, you will receive real-time alerts regarding account activity for every user connected to your network. This feature is easily compared to status updates on a social networking page. The status updates alert you when a colleague has connected themselves with another user or created a contact, it also allows you to share thoughts with people you are connected to. The purpose of this tool is to keep you informed and up-to-date as well as prevent duplicate efforts, thus saving time.
When accessing contact information for the first time, you have the ability to customize the page according to your needs and wants. After clicking on the “Contacts” link at the top of the CRM software, you will be taken to the Contacts Home page. Click on ‘Create New View’ to organize your contact information page. You will name the customized view so that you can access it easily and create additional views in the future. As part of the setup process you select your filter criteria, which can be by all contacts, by your contacts, by campaign or by another field that you designate as your choice. You then select the contact information you would like to see when you select this view. We found the view option to be a great feature for business CRM applications. Each department can have their own contact view page so they can access the customer information they need quickly and conveniently. The purpose of customer relationship management is to strengthen customer relationships quickly and effectively – Salesforce.com CRM software accomplishes this goal with this feature alone.
There are a couple of options that allow you to create a new contact within the CRM software. Through the Contacts Home page you have the option to “Quick Create,” which allows you to enter minimal information and quickly create a contact. You can also click the “New” button in the middle of the page and enter all of the information you have on your contact. The final way to create a new contact is by selecting your view, clicking “Go!” and then clicking “New Contact” at the top of the page. This final option also provides fields for various pieces of customer information so that you can enter all of the information you will need in the future.
Like any good business contact manager, Salesforce provides feature categories and tools for marketing, leads, opportunities, quotes and approvals. The Leads feature allows you to access marketing information and view which campaigns and marketing efforts create the most leads for your company. You can then see which of those campaigns and leads create the most sales, and out of those sales, which provides the greatest revenue. Through this business contact manager you can track your leads every step of the way, from opening the account to closing the sale.
Through the “Opportunities” tab, found at the top of the CRM software, you have access to tools that allow you to efficiently update your recent opportunities, view all opportunities, track interaction and account activity and create quotes. There are also report options at the bottom the page that deal specifically with opportunities. The main reports include the opportunity pipeline report, stuck opportunity report, closed opportunity report and opportunity field history report.
We found the simple and easy-to-use design of the CRM software somewhat deceiving; by looking at it, most users won’t guess that it offers all of the features and tools that it does. We found the CRM software very easy to use and an excellent choice for first time CRM users. As we mentioned above, the CRM software has a simple layout. All feature categories run horizontally across the page and users can easily select the category that they would like to work within.
Although the features and tools are extensive and offer more than what meets the eye, users generally catch on quickly and are able to access them without a problem because of the simple design of Sales Cloud 2. Data fields and links will guide you through the CRM software as you begin using it. After that, the same data fields and links will be there, but you will know what you need and where to find it.
Through Salesforce.com you will find a toll-free phone number that allows you to call the Salesforce.com customer support team. We were able to speak to several representatives through this number, and each time we were connected with a knowledgeable and friendly member of their staff who was able to answer each of our questions and walk us through different areas of the CRM software.
Along the top of the website are seven different links that will take you to the respective pages. These page topics include: Products, Solutions, Services, Customers, Events, Resources and About Us. It is through the “Services” link that we found the link for Customer Support. Unfortunately this link doesn’t provide an email address or chat option where you can contact the company regarding your inquiries. So to contact the company you must use the toll-free phone number provided at the top of the website.
General FAQs are found through the “About Us” link, also found on the top of the website. Most of the FAQs deal with billing and checkout, so again, the only option for contacting customer support falls back to the toll-free phone number provided.
Within the CRM software itself, there is a section devoted to help and training. The link to this section is located on the top right-hand corner of the CRM software pages. This section provides you with additional, CRM software-specific FAQs, user guides and a glossary. There is also role-specific training that will address how the software can help you in your specific position.
Overall we were thrilled with the options, the features and the tools that we were able to utilize with Salesforce. This CRM software is definitely deserving of the praise that it has received from various users and companies. We highly recommend Salesforce to small and large businesses in need of a CRM system. Salesforce has the tools for you to become more efficient and to strengthen your customer relationships, increasing sales and revenue.
Salesforce provides Chatter, a unique way for you and your coworkers to communicate and stay up to date on the most recent leads, contacts, opportunities and deals.
This CRM software is only available as a web-hosted solution.
The options for each feature available in Salesforce CRM software are more detailed than other options. It's easily our top choice for business CRM software.