Common Uses & Strengths
- Enterprise-grade CRM: robust sales pipeline, forecasting, and account management
- Customer service at scale: omnichannel service, case management, and contact centers
- Marketing automation: advanced journeys, segmentation, and personalization
- Platform extensibility: custom objects, workflows, Apex code, and low-code tools
- Integration leadership: MuleSoft enables complex, enterprise-grade integrations
- Ecosystem depth: massive AppExchange marketplace and partner network
Key Considerations
- Complexity management: Salesforce’s power requires strong architecture and governance
- Licensing structure: multiple clouds and add-ons can significantly impact cost
- Customization discipline: unmanaged custom code and workflows create technical debt
- Data model design: object and automation design determine long-term scalability
- Adoption and enablement: success depends on training, process alignment, and ownership
Common Needs & Challenges
- CRM implementations that don’t reflect real sales or service processes
- Over-customized orgs that are difficult to upgrade or maintain
- Fragmented data across Salesforce and external systems
- Reporting that looks impressive but lacks trust or consistency
- Heavy reliance on external Salesforce partners for day-to-day changes
- Difficulty aligning sales, marketing, and service around a single customer view
