Salesforce, dream versus reality

April 12, 2022 - Research W59

Although it is considered a leader in the CRM space, Salesforce seems to have a difficult time keeping its customers satisfied. Nucleus found 51 percent of Salesforce customers would switch to another CRM solution if given the opportunity. Users Nucleus interviewed over the past two years cited poor usability, complex integrations, and lack of support as primary concerns behind this sentiment. Additionally, the majority of customers interviewed noted that the price of Salesforce steadily increased relative to its value. With little differentiation in the CRM space, Salesforce needs to reassess its priorities to ensure it maintains an ROI for its customers in an increasingly competitive environment.

Read the Value Matrix: W60 – CRM technology value matrix 2022

Read the companion blog here.