Salesforce is largely regarded as the most influential salesforce automation and cloud CRM vendor, having popularized the SaaS model and, in the process, disrupted the business tech industry early into this millennium. The company has since grown beyond salesforce automation and CRM, and now offers a wide range of cloud business solutions designed to suit your specific business type, role, need or industry.
Admittedly, the slew of Salesforce offerings today can get daunting for the new user. Not only are the products bundled by category, but by a variety of factors like business size, feature set, user role and specific requirements. So in this article, we had the leading Salesforce products explained to narrow down your search and help you determine which products match your business requirements.
No doubt Salesforce is one of the most innovative CRM software providers. From their revolutionary idea of a cloud-based CRM, they continue to improve their products and expand their offerings to offer more value and functionality to their users. Salesforce has an extensive collection of products from small businesses to enterprises, for sales, marketing, support and IT teams in a variety of industries.
Among Salesforce’s innovative solutions is the recent announcement of a new partnership between Salesforce and Apple as reported by CNBC. It is for iPhone users to get their hands on better and broader capabilities in managing their businesses using their mobile device. This means Apple will build iPhone features that have a deeper integration into Salesforce apps. Meanwhile, Salesforce will develop tools with iPad- and iPhone-specific features for businesses to utilize its back-end technology.
With Salesforce long list of features, it is best to get to know them in order to determine if suits your requirements.
If you want to zero in on the CRM product alone you can check our article on “What Does Salesforce CRM Do?” It details the features, benefits and pricing plans of this solution.
Salesforce.com, Inc. is an innovative cloud computing company that specializes on its CRM product which is one of the most popular in its industry. In addition to CRM for Sales and Marketing, it offers a complete customer success platform solution for managing all interactions with your prospects and customers to drive customer growth and success.
Founded in 1999, the company pioneered moving CRM software from the traditional desktop deployment to the revolutionary and modern cloud technology. Since then, Salesforce continued to grow their user base by helping companies have access to easy-to-use yet robust tools and technologies to grow their business. This eventually landed them the spot of world’s 4th largest software company.
Salesforce has 59 work sites scattered around the world. Headquartered in San Francisco, it also has offices in the Asia Pacific, United States, Canada, Latin America and Caribbean, Europe, Middle East, and Africa. With over 17,000 employees, Salesforce ranked first in Forbes’ list of 100 Best Companies to Work For in 2018. Rising from the 8th spot in last 2017’s list (where Salesforce has been included in the top 100 list for 10 years), it was recognized for its corporate culture with a rewarding work environment from rich rewards both monetary and psychic to employee philanthropy of dedicated “mindfulness” rooms, among others.
The company’s sustainability leadership efforts are also worth mentioning. Ranking #2 in Barron’s 2018 list of 100 Most Sustainable Companies, it proves to be a tech company that harnesses innovation while considering the state of the environment. It does so by achieving net-zero greenhouse gas emissions globally and delivering a carbon neutral cloud to its customers.
Salesforce’s products run entirely in the cloud. Hence, companies don’t have to worry about expensive maintenance and setup costs. Furthermore, the cloud technology enables your employees to work from any device—smartphone, tablet, or laptop—anywhere they are and at any time as long as there’s internet connection. With these, the company reinvented the way this enterprise software is used and delivered. It also made the solution available for companies of any size from small businesses to large enterprises.
Salesforce has a variety of products to offer an end-to-end solution specifically for what you’re looking for which you can explore for your industry, business type, role or need. With that in mind, let’s proceed in having these Salesforce products explained so you can find the right solution that suits your needs best.
Salesforce CRM is the primary offering within the Salesforce platform. It does more than just managing contacts, it also tracks all your sales activity in every lead, customer, and opportunity. It has a pay-as-you-go model which lowers the cost of implementing the system. Meanwhile, the cloud technology doesn’t require you to install expensive in-house hardware and computer servers.
As Salesforce transforms its products to be an overall customer success platform, it created a variety of CRM categories and systems to fit your needs best. Salesforce products are also deeply integrated with each other and often share the same tools and modules. Here are the major Salesforce products you should explore.
Salesforce Sales Cloud is the CRM tool (it is commonly called Salesforce CRM). You can use it to drive growth to your accounts, find customers, and close deals. Some of its top features include contact management, opportunity management, lead management, reports and dashboards, sales forecasting, workflows and approvals, sales collaboration, territory management, and partner management.
Salesforce Sales Cloud pricing comes in fully customizable CRM editions: Lightning Professional for a complete CRM tool for teams of any size ($75/user/month), Lightning Enterprise for highly-customizable CRM ($150/user/month), and Lightning Unlimited for unlimited CRM functionality and support ($300/user/month).
It is easy to get started with the CRM features at no cost. Simply sign up for a Salesforce Sales Cloud free trial here.
If these prices are too steep for you, you may check out Salesforce Essentials pricing. It is an out-of-the-box CRM platform for small businesses with up to 5 users. This package costs $25/user/month for features such as account and contact management, opportunity management, customizable sales processes, task management, activity feed, Einstein Activity Capture, and the ability to sell using any device. You can easily sign up for a Salesforce Essentials free trial here.
Additionally, Sales Cloud also has the product SalesforceIQ which connects Sales Cloud and email to empower salespeople to sell smartly and provide outstanding customer service for all customers thanks to its built-in intelligence. Powered by relationship intelligence technology, this helps small and medium-sized businesses to gain deeper insights about their customers and sell more.
Salesforce CPQ, another essential product under Sales Cloud, gives you the ability to sell and bill in a single platform to deliver a complete support to your customer lifecycle from lead to retention. Its tools can be used by your sales teams and channel partners to configure, price and quote quickly even on complex deals. It also automates pricing, approvals, and discounts so you can maximize your revenue and margins.
This solution enables you to offer one-time, subscription or usage-based pricing models with ease when you launch products. This streamlines complex billing requirements and electronic payments for invoices and cash collection. Its array of solutions include product configurator, price and quote, proposals and contracts, orders and renewals, subscription billing, and billing automation, among others.
Salesforce Data.com is Salesforce’s first native and complete data solution inside its technology. This data management solution gives your team access to insights and contacts right in Salesforce. It offers three Data.com specific plans based on your needs: Data.com Clean, Data.com Prospector, and Data.com Connect.
Data.com Clean is for automatically cleaning and enriching your account, contact and lead data. Data.com Prospector is designed to gain deeper insights and understanding of your accounts by adding relevant account and contact data into your database. Meanwhile, Data.com Connect is an online community where people can easily access and share business contacts.
Salesforce also introduced another data solution, Lightning Data, this year on the Salesforce App Exchange. It is a collection of third-party data applications that seamlessly integrate into Salesforce. The solutions are built to enrich your CRM data for a better strategy in sales, marketing and business. Hence, this requires the usage of Salesforce Sales Cloud or Service Cloud.
Salesforce Service Cloud specializes as a customer service application. It helps you deliver a more personalized support through various channels such as email, live chat, and phone. Its console shows your agents all relevant details to a case from any department to boost agency productivity. A self-service portal with a custom-branded community enables customers to look for answers independently to reduce case volume. For more information about this solution, you may read our Salesforce Service Cloud reviews.
This solution also has additional digital service channels. For instance, Salesforce Live Agent features include a personalized live chat so you can engage customers in real-time both online and in-app via Snap-ins (here’s a Salesforce Snap-ins overview you can read). Each live chat is connected to the customer’s profile to deliver support in-context while contributing to the overall customer experience.
Meanwhile, Salesforce LiveMessage is a mobile messaging solution to stay connected with your customers on the go. This offers a more convenient method of providing a solution without getting tied to the web browser. Personalized conversations happen in the messaging app preferred by the customer—SMS or Facebook Messenger. If you want to learn more about this mobile messaging tool, you may take a look at these Salesforce LiveMessage details.
Salesforce Field Service Management is another product offered in the Service Cloud. It is designed to connect your workforce with onsite service to improve first-visit resolution and onsite job management. Users can access van inventory, job schedules, knowledge articles with or without an internet connection. This solution supports any field service roles. It has packages for employees (mobile employees and dispatchers) and contractors to match your needs.
Salesforce Marketing Cloud is a cloud marketing automation platform that empowers you to deliver relevant and personalized journeys across different channels and devices. It is developed for marketers to send the right messages to the right recipient at the right time throughout all phases of the customer relationship.
Covering each customer interaction and engagement, marketers can guide customers’ one-to-one journey with ease and efficiency. To understand this product’s various solutions, we recommend you to check out our detailed Salesforce Marketing Cloud reviews.
Salesforce Pardot has a marketing automation solution for sales called Salesforce Engage. It is designed to empower the collaboration of sales and marketing teams to close deals faster, enhance buyer experience, and create tailored campaigns with marketing-curated content. It automatically logs interactions between Salesforce and Pardot to circulate one-to-one emails from your chosen email interface such as Gmail and Outlook. Its main features cover campaigns, reports, alerts and mobile interface with a focal point on engagement.
As an overview, these are the integrated customer journey solutions of Marketing Cloud:
Salesforce Community Cloud is a platform where you can build a community for everyone who’s relevant to your business ecosystem. This means you don’t just collaborate and connect customers, employees, and partners, but you also get in touch with job applicants, agencies, vendors, suppliers, and retail locations, among others. As an online social platform, it empowers collaboration, communication, and sharing of files, data, and records anywhere using any device.
Community Cloud offers the business solution: Salesforce Partner Relationship Management. It helps you in onboarding partners, providing support, and driving demand to your channel. The Partner Central template simplifies your partner management processes. This empowers you to improve partner satisfaction and drive revenue. Partners also get their hands on the same tools used by your internal teams so they spend more time selling products instead of looking for information.
Community Cloud is priced according to the type of community you are creating. Each community type—Employee, Partner, and Customer—starts at a base price. Since it is built on the Salesforce platform, data is directly transferred to the community and can be connected with any third-party application.
Salesforce Platform is a platform-as-a-service (PaaS) that gives you all the essential tools and services you need to build apps. Built on Salesforce’s cloud infrastructure, CIOs can easily and quickly build apps in any language for any device. It has a single, unified and enterprise cloud environment where businesses and IT teams can conduct app development with no-code builders, built-in enterprise services, and pro-code tools.
This enables you to extend the functionality of your sales and service solutions by creating apps for any of your departments. Every role and department, such as marketing, finance, legal and HR, get access to apps that automate their business processes with more efficacy.
With that, here are the tools you can use to build apps on Lightning Platform:
Meanwhile, these are Platform Services to extend your CRM and structure your business around your customer:
If you need a business analytics solution, Salesforce Einstein is worth checking out. This mobile-first analytics platform works with any data from any source. Its three main features include an attractive data visualization and user-friendly mobile interface, instant data exploration, and fast cloud speed at scale as it is natively integrated into Salesforce.
Powered by Einstein Analytics, you can connect data from multiple sources and build interactive data views in the Salesforce Analytics Cloud platform. For more information about it, you may read our Salesforce Analytics Cloud reviews.
Einstein Analytics products include Sales Analytics, Service Analytics, B2B Marketing Analytics, Einstein Analytics Platform, and Einstein Discovery. Its purpose-built analytics apps are developed for uncovering insights, exploring data and instantly taking action for every member of your business using any device.
Quip, a subsidiary of Salesforce after its 2016 acquisition, is a content collaboration product that empowers teams to collaborate in a cloud-based technology using desktop and mobile. It deeply integrates sharing of documents, spreadsheets, and slides with Salesforce and real-time chat. Built for any type of team—sales, service, marketing, IT and product, among others, this tool drives productivity and efficiency by working smarter and working anywhere.
This collaboration solution lets you import existing documents directly from Google Drive, Dropbox, Microsoft Word, Evernote and email accounts in addition to letting you create your own Quip spreadsheets and documents. Salesforce offers the tool in two simple pricing plans which starts at $10/user/month for unlimited storage, integrations and customer support. It costs $25/user/month for Quip Enterprise which enables access to Salesforce integrations and enterprise API.
Salesforce Commerce Cloud is an ecommerce platform that helps your brand grow faster and convert more leads into customers. It unifies the purchasing experience of customers as it unifies each touchpoint. This gives you a 360-degree view of your inventory, orders, and activities, among others. It also offers mobile commerce with mobile-first capabilities such as one-touch payment and optimized micro-moments.
Available in B2B Commerce and B2C Commerce standalone product lines or as end-to-end, unified ecommerce product, this solution is commonly used by C-level executives and individuals responsible for the brand’s customer and store experiences.
B2C Commerce is designed to transform shopping experiences powered with AI in all your digital channels—mobile, social media, website, and store. Its solutions focus on creating digital commerce experiences, overseeing marketing and merchandising with campaigns and promotions, and personalization with AI. Here are its products:
B2B Commerce is a cloud-based commerce solution to meet the online purchasing needs of the business buyer. The solution doesn’t require a data scientist to personalize purchasing recommendations for each customer. Tailored to B2B customers, its easy-to-use features can help you maximize your online growth, drive revenue, engage customers seamlessly, and scale quickly.
The two options are offered in quote-based plans. Both are equipped with unique solutions catered to your business needs.
Salesforce has an integration platform to connect SaaS and enterprise applications. MuleSoft Anypoint Platform by Salesforce helps users create connected customer experiences and connect any system whether it’s Salesforce or not. It was added in the Salesforce Integration Cloud after Salesforce’s acquisition of MuleSoft to enable enterprises to surface data anywhere it resides and to deliver connected experiences across channels and touchpoints.
The API-led connectivity future proofs your integrations so you won’t be stuck with inflexible custom code. Teams can also reuse integration assets which enable building upon prior projects and innovating for new strategies. Its features include prebuilt assets, advanced protection policies and configurations, and runtime engine, among others.
Salesforce also offers industry-specific products. These are developed to transform each aspect and facet of your business processes and meet your specific challenges using products built in Salesforce. Here are Salesforce’s industry products:
There you go, all the major Salesforce products in one place. Don’t get overwhelmed though; in most cases, a new user starts with the CRM tool, then branches out to more sophisticated systems. In which case, you can immediately start you Salesforce journey when you sign up for a Salesforce CRM free trial here.
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