Considering a customer relationship management (CRM) solution for your business? You've likely encountered Salesforce—arguably the world's leading CRM platform. Whether you're researching options, preparing for implementation, or simply curious about what this tool does, our guide will walk you through the what you need to know about Salesforce CRM.
We'll also cover how Zeeg's scheduling capabilities can integrate with Salesforce and complement your CRM, but we'll leave that for later in the article. So, what exactly is Salesforce, and what can it do for your organization? Let's dive in.
What is Salesforce?
To understand Salesforce's meaning, we should start from the beginning—when was it created? And with what purpose?
When was Salesforce founded? Founded in March 1999 by former Oracle executive Marc Benioff along with Parker Harris, Dave Moellenhoff, and Frank Dominguez, Salesforce pioneered the software-as-a-service (SaaS) model. It's also called "SDFC", meaning SalesforceDotCom.
What is Salesforce Software? Salesforce is a cloud-based customer relationship management (CRM) platform designed to help businesses manage their interactions with current and potential customers.
Unlike traditional software that required installation on individual computers, Salesforce operates entirely in the cloud. This means users can access the platform through a web browser from anywhere with an internet connection, eliminating the need for complex on-premise software management.
And rather than just being a contact database, Salesforce provides a unified platform where teams across your organization—sales, marketing, customer service, and more—can access a complete view of each customer. This 360-degree perspective helps businesses deliver personalized experiences at every touchpoint. Many CRMs have a similar way about it nowadays, but Salesforce is considered a pioneer in that sense too.
So, at its core, Salesforce was made to help companies build stronger, more meaningful relationships with their customers. It does so by centralizing customer data, automating routine tasks, providing actionable insights, and facilitating collaboration across teams. But you might still be asking how exactly does Salesforce work, and what is it used for. Fair. Let's keep reading.
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How does Salesforce work?
Understanding how Salesforce works is essential for leveraging its capabilities effectively. Let's look at the fundamental principles behind the platform:
Cloud-based architecture
Salesforce program operates on a multi-tenant cloud architecture. This means multiple customers (or "tenants") share the same infrastructure, applications, and database, but with their data securely separated. This model offers several advantages:
- No hardware to purchase or maintain
- Automatic updates and new features (three major releases per year)
- Enterprise-grade security without the infrastructure costs
- Scalability to grow with your business
Data model and structure
At its foundation, Salesforce uses a metadata-driven development model with a structured database that stores information in related objects. The key components include:
- Objects: Similar to database tables, objects store specific types of information. Standard objects include Accounts, Contacts, Opportunities, and Leads, while custom objects can be created for unique business needs.
- Fields: Columns within objects that hold specific pieces of data like names, phone numbers, or custom information.
- Records: Individual entries within objects, such as a specific customer account or sales opportunity.
- Relationships: Connections between objects that create associations between related records.
Salesforce customer 360
The Customer 360 platform connects all your Salesforce applications and services, providing a single view of the customer across your entire organization. This integration ensures that whether a customer interacts with sales, marketing, or support, everyone has access to the same current information.
With Salesforce Data Cloud, businesses can unify customer data from approximately 900 different applications across an organization into coherent customer profiles. According to Salesforce, this unified approach increases customer satisfaction by 35% on average.
The Salesforce ecosystem
Beyond the core functionality, Salesforce extends its capabilities:
- AppExchange: A marketplace with over 4,000 pre-built applications that integrate with Salesforce
- Development Tools: Platforms like Heroku and Lightning that allow custom application development
- APIs: Robust integration capabilities to connect with external systems and services
- Partner Network: Certified consultants, developers, and implementers to help businesses maximize their Salesforce investment
What is Salesforce used for?
Salesforce serves multiple business functions through its suite of cloud-based products. Here's a breakdown of what Salesforce is used for across different departments:
Sales Management
From prospecting to closing deals, effective sales management requires powerful tools and organized processes. Salesforce Sales Cloud stands as the foundation of many successful sales operations worldwide, transforming how teams track potential customers and manage relationships. By centralizing data and automating routine tasks, sales representatives gain more time for what truly matters—connecting with customers and closing deals. The Sales Cloud helps sales teams manage their entire sales process with some features:
- Lead Management: Track and nurture potential customers from initial contact to conversion
- Opportunity Management: Monitor deals through your sales pipeline with visual dashboards
- Account Management: Maintain comprehensive records of customer accounts and interactions
- Sales Forecasting: Generate accurate predictions based on your pipeline data
- Mobile Sales: Access critical information and update records from anywhere
Marketing Automation
Why do marketing teams choose Salesforce Marketing Cloud? Because personalized communication with prospects and customers is challenging - and essential. Marketing Cloud addresses this head-on by integrating email, social, mobile, and web advertising into a unified platform that delivers the right message to the right person at the right time. Marketing Cloud enables targeted, personalized marketing across channels this way:
- Email Marketing: Design, send, and track email campaigns
- Social Media Marketing: Manage and monitor social media presence and campaigns
- Marketing Automation: Set up triggered campaigns based on customer behavior
- Journey Builder: Create personalized customer journeys across multiple channels
- Analytics: Measure campaign performance and ROI
Customer Service
Customer expectations for service have skyrocketed in recent years. When someone reaches out with a problem, they expect fast, personalized, and effective support—regardless of which channel they use. Service Cloud revolutionizes how support teams meet these expectations by providing a comprehensive platform that connects every customer interaction and empowers agents with the information they need to provide exceptional service experiences. Service Cloud has a few interesting features:
- Case Management: Track and resolve customer issues efficiently
- Knowledge Base: Create and share solutions to common problems
- Omni-Channel Routing: Direct cases to the right agent based on expertise and availability
- Field Service: Manage mobile workforces and on-site service delivery
- Self-Service Portals: Enable customers to find answers and resolve issues independently
Commerce
The landscape of retail and B2B sales continues to evolve rapidly. Customers now demand seamless shopping experiences whether they're on a smartphone, tablet, or computer—and they expect personalization at every touchpoint. Commerce Cloud is Salesforce program's answer to these challenges, offering businesses a platform to create unified, intelligent shopping experiences that adapt to changing consumer behavior. You should expect Commerce Cloud to have these features:
- E-commerce Sites: Build and manage online storefronts
- Order Management: Track and fulfill orders across channels
- Personalization: Deliver customized shopping experiences
- AI-Powered Recommendations: Suggest relevant products to customers
- Mobile Commerce: Optimize for shopping on any device
Analytics and Business Intelligence
"What happened yesterday? What's happening now? What will happen tomorrow?"—these questions drive modern business decisions, and Einstein Analytics (now part of Tableau CRM) helps organizations answer them with confidence. By applying artificial intelligence to your Salesforce data, this powerful platform transforms complex information into visual stories that reveal insights human analysis might miss. Einstein Analytics (now part of Tableau CRM) can drive data-backed insights in different ways, like:
- Custom Dashboards: Create visual representations of your business data
- AI-Powered Insights: Automatically uncover patterns and opportunities
- Predictive Analytics: Forecast trends and outcomes
- Report Generation: Build and share detailed reports
- Data Integration: Connect and analyze data from multiple sources
App Development
Businesses with unique processes often find themselves limited by off-the-shelf software—but not with Salesforce. The platform's development capabilities empower organizations to create custom applications that perfectly match their specific workflows and requirements. Whether you're a professional developer or a business user without coding experience, Salesforce provides tools to bring your digital solutions to life quickly and efficiently. Platform services allow businesses to build custom applications. Here's some examples:
- Lightning Platform: Create apps with low-code tools
- Heroku: Develop and deploy custom applications
- Integration Tools: Connect Salesforce with other systems
- Mobile Development: Build apps that work on any device
- Security Controls: Implement robust data protection
Salesforce pricing plans
Understanding Salesforce pricing is essential for budgeting and determining the right fit for your business. Salesforce uses a subscription-based model with prices varying based on the edition, number of users, and additional features required. And a small note on that - you'll find pricing solutions for small businesses, though the essence of Salesforce is focused on large corporations.
Here's a breakdown of the current pricing structure for Salesforce's core products (as of May 2025):
Sales Cloud pricing
Service Cloud pricing
Marketing Cloud pricing
Marketing Cloud pricing is more complex and typically starts at:
- Email, Mobile, and Web Marketing: From $400/month
- B2B Marketing Automation: From $1,250/month for 10,000 contacts
- Journey Builder: Custom pricing based on needs and volume
Commerce Cloud pricing
Commerce Cloud pricing is customized based on specific business requirements, typically considering:
- Business model (B2B or B2C)
- Transaction volume
- Revenue
- Number of products
- Required features
Platform pricing
*All prices were checked on Salesforce website on May 16, 2025. For the most accurate and current pricing, it's recommended to contact Salesforce directly, as they may offer customized pricing based on your organization's specific needs and volume requirements.
Additional considerations
- Minimum Purchase Requirements: Some products require a minimum number of user licenses
- Annual Billing: Most pricing is based on annual contracts, though monthly options may be available at higher rates
- Add-ons: Additional features and storage incur extra costs
- Implementation Costs: Professional services for setup and customization aren't included in subscription prices
- Training and Support: Different levels of support are included based on edition
👉 You might also like: Is it worth the investment to get Salesforce for small businesses?
Salesforce features and capabilities
Salesforce offers a comprehensive suite of features that empower businesses to manage customer relationships effectively. Here's a detailed look at the key features available across Salesforce's main cloud products:
Salesforce alternatives: CRM comparison
While we're probably talking about the most popular software in the CRM market, there are several alternatives to Salesforce offering different features, pricing models, and specializations. Here's how Salesforce compares to its major competitors:
HubSpot CRM
Overview: HubSpot offers a free CRM with paid marketing, sales, and service hubs. It's known for its user-friendly interface and inbound marketing focus.
Comparison with Salesforce:
- Pricing: HubSpot starts with a free basic CRM, with paid hubs starting at $45/month for Marketing Hub, $45/month for Sales Hub, and $45/month for Service Hub
- Ease of Use: Generally considered more user-friendly and intuitive than Salesforce
- Customization: Less customizable than Salesforce, but easier to set up
- Integration: Strong marketing automation integration, but fewer third-party integrations overall
- Scalability: Good for small to medium businesses, but may not scale as well for enterprise needs
- Support: Free users get community support, while paid tiers receive varying levels of support
Best for: Small to medium-sized businesses looking for an easy-to-use CRM with strong marketing capabilities and businesses just starting with CRM.
👉 Read more: Hubspot-Salesforce comparison
Pipedrive
Overview: Pipedrive is a sales-focused CRM designed with simplicity and visual pipeline management in mind.
Comparison with Salesforce:
- Pricing: More affordable, starting at €14/user/month for Essential plan (€39/user/month for Advanced)
- Ease of Use: Very intuitive with minimal training required
- Customization: Less customizable than Salesforce, focused on core sales functions
- Integration: Good integration options, but significantly fewer than Salesforce
- Scalability: Best for small to medium sales teams, less suitable for enterprise
- Support: Email and chat support across all plans
Best for: Sales-driven organizations looking for straightforward pipeline management without complex features.
👉 Read more: Pipedrive-Salesforce comparison
Zoho CRM
Overview: Zoho CRM is part of the broader Zoho ecosystem of business applications, offering solid CRM functionality at competitive prices.
Comparison with Salesforce:
- Pricing: More affordable, starting at $14/user/month for Standard plan, $23/user/month for Professional
- Ease of Use: Moderate learning curve, not as intuitive as HubSpot but easier than Salesforce
- Customization: Good customization options but less extensive than Salesforce
- Integration: Strong integration with Zoho apps, moderate third-party integration
- Scalability: Scales well for small to large businesses, but enterprise features are less robust
- Support: Standard support for all paid plans, premium support at additional cost
Best for: Budget-conscious businesses looking for comprehensive CRM functionality, especially those already using other Zoho products.
Microsoft Dynamics 365
Overview: Microsoft's enterprise CRM solution that integrates deeply with other Microsoft products.
Comparison with Salesforce:
- Pricing: Sales Professional starts at $65/user/month, comparable to Salesforce Professional
- Ease of Use: Steeper learning curve, familiar to users of Microsoft products
- Customization: Highly customizable, comparable to Salesforce
- Integration: Excellent integration with Microsoft products, strong third-party options
- Scalability: Well-suited for enterprise needs, scales effectively
- Support: Various support plans available, similar to Salesforce model
Best for: Enterprise organizations heavily invested in the Microsoft ecosystem.
Keap (formerly Infusionsoft)
Overview: Keap focuses on small businesses, combining CRM with marketing automation and e-commerce.
Comparison with Salesforce:
- Pricing: Starts at $129/month for 1,500 contacts (includes 2 users)
- Ease of Use: Moderate learning curve, more complex than basic CRMs
- Customization: Good customization for marketing automation, less extensive than Salesforce
- Integration: Moderate third-party integration options
- Scalability: Best for small to medium businesses, not ideal for enterprise scale
- Support: Included coaching and support with all plans
Best for: Small businesses that need combined CRM, marketing automation, and e-commerce capabilities.
Key considerations when choosing a CRM
When evaluating Salesforce against alternatives, consider these factors:
- Business Size and Complexity: Salesforce excels for larger, complex organizations, while alternatives may be better suited for smaller businesses
- Budget: Consider total cost of ownership, including implementation, training, and ongoing maintenance
- Required Features: Identify must-have features vs. nice-to-have features
- Technical Resources: Assess your team's technical capabilities and available IT support
- Integration Needs: Evaluate how the CRM will work with your existing tech stack
- Scalability: Consider not just current needs but future growth requirements
- Industry-Specific Requirements: Some CRMs offer industry-specific solutions
Salesforce pros and cons
To make an informed decision about Salesforce, it's important to understand both its strengths and limitations. Here's a balanced look at the pros and cons:
When is Salesforce the right choice?
Salesforce may be the ideal CRM solution for your business if:
- You need a comprehensive, all-in-one platform that can handle complex business processes across multiple departments
- Your organization values customization and flexibility to adapt the CRM to your specific workflows and requirements
- You're looking for a scalable solution that can grow with your business from startup to enterprise
- Your business requires robust integration capabilities to connect with your existing technology stack
- You value innovation and ongoing improvement in your CRM platform
- You have the budget and resources to implement and maintain a sophisticated CRM system
- Your organization has complex security and compliance requirements that need enterprise-grade protection
- You're willing to invest in training and change management to ensure successful adoption
When to consider alternatives
You might want to explore alternatives to Salesforce if:
- Your business has limited budget for CRM implementation and ongoing costs
- You need a simpler solution with a gentler learning curve for your team
- Your CRM requirements are primarily focused on a single department (like sales) rather than cross-functional
- You have a smaller team, as Salesforce might be expensive for small businesses
- You need extremely rapid implementation without a lengthy setup process
- Your organization lacks technical resources for configuration and maintenance
- You prefer an on-premise solution rather than cloud-based CRM
How to get started with Salesforce
If you've decided Salesforce is the right fit for your organization, here's a roadmap to get started:
1. First, assess your needs and create a plan
Before diving into implementation, take time to identify your business goals and requirements. Determine which Salesforce products and editions align with your needs, and map your current processes to define how they should work in the future. Setting clear success metrics and KPIs from the beginning will help you measure the impact of your Salesforce implementation. Establishing a realistic timeline and budget is also critical, as Salesforce projects can vary significantly in scope and complexity.
2. Select the right implementation approach
Deciding between self-implementation and working with a Salesforce partner is a crucial early decision. Many organizations benefit from starting with a smaller scope and expanding later, rather than attempting to implement everything at once. Plan carefully for data migration from existing systems, as this is often one of the most challenging aspects of implementation. Develop a comprehensive testing strategy to ensure everything works as expected, and create a change management and training plan to drive user adoption.
3. Configure and customize your Salesforce instance
Once your planning is complete, begin by setting up users, roles, and permissions appropriate to your organizational structure. Configure objects, fields, and page layouts to match your business processes and data needs. Create necessary automation through workflows, processes, and flows to increase efficiency and standardize operations. Develop custom reports and dashboards to provide visibility into key metrics, and implement any required integrations with your existing systems and applications.
4. Test thoroughly before launch
Conduct comprehensive system testing to ensure all configurations and customizations work as intended. Validate business processes end-to-end to confirm they flow correctly from start to finish. Perform user acceptance testing with key stakeholders to gather feedback and make necessary adjustments. Consider load testing for performance if you'll have many concurrent users, and conduct security testing to ensure your data is properly protected according to your requirements.
5. Train users and drive adoption
Develop role-based training materials tailored to different user groups' needs. Conduct hands-on training sessions that allow users to practice in a realistic environment. Identify and empower superusers who can provide peer support and champion the system. Create process documentation that users can reference when questions arise, and establish ongoing support mechanisms to address issues quickly as they emerge.
6. Launch and continuously improve
Develop a detailed go-live plan and checklist to ensure a smooth transition. Monitor system performance and usage closely during the initial weeks after launch. Actively gather user feedback and be prepared to make adjustments. Identify and address any issues quickly to maintain momentum and user confidence. Plan for continuous improvement by establishing regular review cycles and a roadmap for future enhancements.
Salesforce implementation best practices
To maximize your Salesforce investment and ensure a successful implementation, consider these best practices:
Start with a clear strategy
Successful Salesforce implementations begin with a well-defined strategy that aligns with your business objectives. Define specific, measurable objectives that clearly articulate what you want to achieve with Salesforce. Prioritize your most critical business processes for the initial implementation phases, focusing on those that will deliver the greatest value. Center your strategy around user value and adoption, as even the most sophisticated configuration is worthless if users don't embrace it. Ensure your Salesforce strategy aligns with broader business goals, and secure executive sponsorship to provide the leadership support necessary for success.
Take a phased approach
Rather than attempting to implement everything at once, break your Salesforce project into manageable, focused phases. This approach allows you to deliver value quickly through iterative releases, building momentum and user confidence. Start with core functionality before adding complexity, giving users time to become comfortable with the basics. Allow sufficient time for adoption between major changes, as users need time to adapt to new ways of working. Consider using agile methodology where appropriate, with short sprints and regular feedback to ensure you're building something that truly meets user needs.
Focus on data quality
The quality of your data directly impacts the value of your Salesforce instance. Clean and deduplicate data before migration to avoid bringing old problems into your new system. Establish data governance standards that define data ownership, quality requirements, and maintenance processes. Create validation rules to maintain quality by preventing invalid data entry. Implement ongoing data maintenance processes to ensure continued data quality over time. Train users on data entry best practices so they understand the importance of accurate, complete information.
Design with the user in mind
User-centered design is critical for Salesforce adoption. Simplify page layouts and processes by removing unnecessary fields and steps that create friction. Create intuitive navigation that makes it easy for users to find what they need quickly. Design mobile-friendly interfaces that work well on any device, as many users will access Salesforce on the go. Configure the system to match user workflows rather than forcing users to adapt to rigid system processes. Also, consider integrating user-friendly tools like Zeeg for scheduling, which provides a clean, intuitive booking experience both for your team and your customers, with a seamless integration with Salesforce and other CRMs.
Build for scalability
Your Salesforce implementation should be able to grow and evolve with your business. Follow Salesforce best practices for customization to ensure maintainability and performance. Use declarative tools (clicks not code) where possible to reduce technical debt and simplify maintenance. Document all custom development thoroughly so future administrators and developers can understand your implementation. Plan for future growth by considering how your configuration will scale as user numbers and data volumes increase. Consider long-term maintenance requirements in your design decisions to avoid creating future bottlenecks.
Invest in adoption
User adoption is the true measure of Salesforce implementation success. Communicate the benefits to end users in terms that matter to them, focusing on how Salesforce will make their jobs easier or more effective. Provide comprehensive training tailored to different user roles and learning styles. Celebrate early wins and successes to build momentum and positive associations with the platform. Gather and act on user feedback continuously to show that their input matters. Monitor adoption metrics closely to identify areas needing additional support or configuration changes.
Plan for continuous improvement
Salesforce implementation is never truly "finished" – it should evolve with your business. Establish a governance committee to oversee ongoing development and maintain standards. Create a roadmap for future enhancements that aligns with your business strategy and user needs. Schedule regular system reviews to assess performance, usage patterns, and opportunities for improvement. Stay current with Salesforce releases by reviewing release notes and planning for new feature adoption. Continuously train administrators and developers to keep their skills up to date with the platform's evolution.
FAQs about Salesforce
What is Salesforce?
Salesforce is a cloud-based system that helps businesses manage customer relationships. Think of it as a digital hub where your company stores and uses customer information. Talking about specifics, Salesforce brings all your customer information into one place. It helps your sales team track leads, your service team solve problems, and your marketing team create personalized campaigns. All your departments can access the same customer data, making it easier to provide consistent experiences and build stronger relationships.
Is Salesforce SaaS?
Yes, Salesforce is SaaS (Software-as-a-Service). This means you access it through the internet instead of installing it on your computer. Salesforce takes care of all the technical maintenance, security, and updates. You simply log in through a web browser and start using it—no IT headaches required.
When was Salesforce founded?
Salesforce began in March 1999 when Marc Benioff and three colleagues started the company. They had a revolutionary idea: deliver business software through the internet instead of CDs or downloads. This "No Software" approach transformed how companies buy and use technology, creating the subscription-based model many businesses now use.
What type of software is Salesforce?
Salesforce is cloud-based customer relationship management (CRM) software. Unlike traditional programs installed on your computer, you access Salesforce through the internet. It's expanded beyond basic contact management to include tools for sales, service, marketing, commerce, and analytics—all delivered as subscription services with automatic updates.
What is Salesforce platform?
The Salesforce platform is like digital building blocks for businesses. It provides tools to create custom applications without extensive coding knowledge. You can design your own interfaces, automate workflows, and connect with other systems. This is basically the foundation that powers all Salesforce products while letting you build solutions tailored to your specific needs.
Enhance your Salesforce CRM with Zeeg scheduling integration
Integrating Zeeg with Salesforce creates a powerful combination that elevates your customer relationship management. This seamless connection ensures your scheduling data flows directly into your CRM, providing a complete picture of all customer interactions.
Key benefits of the Zeeg-Salesforce integration include:
- Automatic synchronization - When someone books a meeting through Zeeg, the appointment instantly appears in Salesforce with all relevant details
- Reduced manual entry - Your team saves time by eliminating duplicate data entry between systems
- Enhanced lead tracking - Meeting details from prospects are automatically attached to their Salesforce records
- Improved customer insights - Booking form responses enrich your customer data, helping personalize future interactions
The integration works both ways - changes made in either system reflect in the other, ensuring your data stays consistent. This coordination helps sales representatives prepare more effectively for meetings instead of managing administrative tasks.
For teams using Salesforce, this integration bridges the gap between your customer database and scheduling processes. Salesforce does have a scheduler, but the tool is more expensive and isn't a fully fleshed appointment booking program. So, by connecting Zeeg and Salesforce, sales managers and reps can get all advanced scheduling options at a lower cost, while gaining better visibility into team activities and customer information in one place before meetings.
With Zeeg and Salesforce working together, you'll streamline workflows, improve team coordination, and deliver a more professional customer experience.
Conclusion: is Salesforce right for your business?
Salesforce is the world's leading CRM platform for good reason—it offers unparalleled functionality, customization, and scalability for organizations looking to transform their customer relationships. However, its complexity and cost mean it's not the right solution for every business.
Before making your decision, thoroughly assess your organization's specific needs, resources, and goals. Consider not just your current requirements but where your business will be in 3-5 years. While Salesforce represents a significant investment, companies that successfully implement it often see substantial returns through improved sales productivity, enhanced customer service, and more effective marketing.
Whether you choose Salesforce or an alternative CRM, the most important factor is finding a solution that aligns with your business processes and empowers your team to build stronger customer relationships. With the right CRM platform in place, you'll be well-positioned to drive growth and deliver exceptional customer experiences in today's competitive business landscape.
Remember that successful CRM implementation isn't just about the technology—it's about the people and processes that bring it to life. With proper planning, strong leadership, and a focus on user adoption, your CRM can become a powerful engine for business transformation and customer success.
