Salesforce Sales Cloud vs SAP Customer Experience

HubSpot CRM

Zoho CRM

Bigin by Zoho CRM

HubSpot CRM is a lead management solution that helps businesses with recording calls, logging emails and managing customer data. It has been designed from the ground up and is ready to eliminate manual work and actually help sales teams. It was built ready for the modern world to help users get running and start selling.

Zoho CRM is a cloud-based customer relationship management (CRM) solution that helps businesses of all sizes close deals smarter, better and faster. The solution lets businesses reach customers through every channel, including telephone, email, social media, and live chat.

Bigin is a pipeline-centric customer relationship management solution designed to help small businesses manage sales pipelines, schedule follow-ups, and update customer records. It enables employees to capture and store prospect and customer details including deals, emails, activities, tweets, and more in a centralized repository.

Contact Tracing Manager

I recall utilizing customer support often, as sometimes the system would not load, not update or require us to log off and back on often.

It is a powerful CRM that helps organize sales processes, improve visibility, and keep customer information structured. Once users understand the system and the workflows are configured properly, it becomes a strong tool for managing customer relationships, tracking opportunities, and improving collaboration across teams.

Customer and Guest Support

It’s a powerful tool that has supported countless businesses in streamlining operations, improving customer management, and driving measurable growth.

Salesforce Sales Cloud offers complete contact, lead and opportunity management, along with marketing automation, social collaboration, and more.

Access Controls/Permissions

Accounting

Accounting Integration

Activity Dashboard

Activity Tracking

Ad hoc Reporting

Agent Management

AI/Machine Learning

Alerts/Notifications

Appointment Scheduling

Approval Process Control

Assignment Management

Audience Targeting

Auto-Dialer

Automatic Call Distribution

Batch Processing

Bid Management

Budgeting/Forecasting

Business Card/Badge Scanning

Business Process Control

Buyer Management

Calendar/Reminder System

Calendar Sync

Call Center Management

Call List Management

Call Logging

Call Management

Call Monitoring

Call Recording

Campaign Analytics

Campaign Management

Campaign Planning

Catalog Management

Change Order Management

Channel Management

Chat/Messaging

Client Management

Client Portal

Client/Property Matching

Client Tracking

Collaboration Tools

Commenting/Notes

Commission Management

Communication Management

Competitive Analysis

Configurable Workflow

Contact Database

Contact Management

Contract/License Management

Conversion Tracking

Correlation Analysis

CRM Integration

Customer Database

Customer Engagement

Customer History

Customer Management

Customer Portal

Customer Profiles

Customer Segmentation

Customer Social Profiles

Customer Support

Customizable Branding

Customizable Fields

Customizable Reports

Customizable Templates

Dashboard

Dashboard Creation

Data Entry

Data Import/Export

Data Integration

Data Management

Data Security

Data Synchronization

Data Visualization

Deal Management

Document Management

Document Storage

Drag & Drop

Drip Campaigns

Dynamic Modeling

Electronic Signature

Email Alerts

Email Management

Email Marketing

Email Response Control

Email Templates

Email Tracking

Employee Management

Engagement Tracking

Estimating

Exception Reporting

Field Sales Management

Financial Management

For AEC Industry

Forecasting

For Insurance Industry

For iPad Devices

For Mac Devices

Reviews for Salesforce Sales Cloud come from a wide variety of industries, including computer software (14% of reviewers), information technology and services (8%), and marketing and advertising (6%). The most frequent use case for Salesforce Sales Cloud cited by reviewers is CRM (50% of reviewers).

Users and use cases

Some reviewers find Salesforce Sales Cloud’s robust features and customization justify the price for larger organizations, and they appreciate special nonprofit pricing. However, users report escalating costs, inflexible pricing, and expensive add-ons make it less affordable for smaller businesses.

Value for money

The Salesforce Sales Cloud integrations most frequently cited by reviewers are: Gmail (an email management product rated 4.8 out of 5 for its integration with Salesforce Sales Cloud), Slack (a team communication product, 4.8), and SalesLoft (a sales engagement platform product, 4.5).

Integrations

Salesforce Sales Cloud is a CRM tool offering key features such as interaction tracking, reporting and analytics, sales pipeline management, contact management, and lead management, among others.

Salesforce Sales Cloud

Web-based

iPhone

Android

iPad

Zendesk Suite

Pipedrive

HubSpot Sales Hub

Dynamics 365

NetSuite

Freshdesk

SugarCRM

Mailchimp

Insightly

ServiceNow Customer Service Management

Freshsales

Google Workspace

Starter Suite

Pro Suite

Enterprise

Unlimited

Einstein 1 Sales

Disruptive updates and compatibility issues

Software developer

The only con as and integration admin, we see lot of issues with version incompatibilities and there is no option in Salesforce to use previous version in the integration .

51% of reviewers feel negative about Salesforce’s updates and version management. Some users report that frequent updates cause system downtime, slow performance, and confusion due to changes in interface and tab placement. Reviewers indicate that version incompatibilities complicate integrations and workflow continuity. They find that updating information or adapting to new features often requires additional training or IT support. Some reviewers say that mass record updates, mobile app improvements, and calendar syncing are difficult to manage. Users mention that customer support for update-related issues is slow and inconsistent.

Challenging for small businesses

42% of reviewers feel negative about Salesforce’s suitability for small businesses. Some users report that high costs, complex customization, and steep learning curves make the platform impractical for organizations with limited resources. Reviewers indicate that setup, training, and ongoing maintenance require significant investment and technical expertise. They find that advanced features are often inaccessible in lower-priced editions and that personal support is lacking for smaller accounts. Some reviewers say that the platform’s complexity and rigid pricing structures hinder adoption and scalability for small teams.

Complex user and permission management

45% of reviewers feel negative about Salesforce’s user account management. Some users report difficulties with password expiration, authentication, and login processes. Reviewers indicate that managing permissions, user profiles, and duplicate accounts is cumbersome and often requires administrator intervention. They find that the interface for user settings and account details lacks intuitiveness and can be confusing for new users. Some reviewers say that editing information simultaneously, customizing access levels, and deactivating users are inefficient. Users mention that security features and search functions sometimes hinder productivity and collaboration.

Frequent technical glitches

79% of reviewers feel negative about Salesforce’s bugs and technical issues. Some users report recurring problems such as slow load times, system crashes, and lost data during routine tasks. Reviewers indicate that glitches in search, uploading, and syncing can disrupt workflows and cause frustration. They find that frequent logouts, unreliable integrations, and unpredictable errors impact productivity, especially during peak usage. Some reviewers say troubleshooting is complicated and support is often unhelpful. Users mention that latency and instability are common, particularly for organizations with unreliable internet connections.

High and escalating costs

consultant

its pricing can be too high for startups and small companies, especially when it includes in extra charges for integration, customization, and continues support.

63% of reviewers feel negative about Salesforce’s pricing. Some users report that subscription fees, add-ons, and customization requirements make the platform expensive, especially for small businesses. Reviewers indicate that costs can escalate rapidly as more features or user licenses are needed. They find that billing practices, licensing contracts, and premium support fees are confusing and restrictive. Some reviewers say that integration and storage expenses add to the financial burden. Users mention that limited functionality in lower-priced tiers and mandatory upgrades make affordability a challenge for organizations with tight budgets.

Centralized information organization

Branch Manager II

It allows us to centralize all the documentation for each individual and piece of collateral so it's centralized and accessible to all in the company

93% of reviewers feel positive about Salesforce’s organizational features. Reviewers appreciate the ability to centralize documentation, contacts, and business data in one accessible location. Some users say customizable modules and database structures make it easy to organize workflows, schedules, and client information. They find that organized communication and asset management reduce confusion and improve collaboration across teams. Some reviewers indicate that the platform helps them plan for future needs and manage large volumes of information without feeling overwhelmed. Users report that reminders, hotlists, and integration options further enhance organizational efficiency.

Flexible cloud-based access

91% of reviewers feel positive about Salesforce’s cloud services. Reviewers appreciate the platform’s scalability, accessibility from any device, and seamless integration with other Salesforce products. Some users report that cloud-based storage eliminates the need for on-premises maintenance and allows real-time access to business data. They find that the platform’s flexibility supports customization and expansion as organizations grow. Some reviewers indicate that cloud placement enables efficient remote work and collaboration. Users say that integration options, compatibility with multiple devices, and instant service deployment are valuable for modern business operations.

Robust client relationship management

92% of reviewers feel positive about Salesforce’s client management tools. Reviewers appreciate the platform’s versatility in tracking client interactions, managing accounts, and centralizing information. Some users report that integrations with other tools and customizable CRM features streamline communication and project tracking. They find that having a single location for client data improves follow-up, collaboration, and responsiveness. Some reviewers indicate that detailed records and analytics help them understand client needs and tailor offers. Users say that managing multiple tasks and maintaining conversation histories supports business growth and customer satisfaction.

CRM Analyst

It brought structure, clarity, and automation to our entire sales workflow, making follow-ups and reporting much easier. Once we completed proper set up and trainin,  productivity improved significantly.

Collection lead Iqor

With salesforce cloud , i can see complete view of the customer in seconds like there their billing history , previous conversation , outstanding bill , even the payment link and also its lot easier to update payment methods.

Software support

The main drawbacks are the high total cost of ownership and the steep learning curve, as essential features often require expensive add-ons and a dedicated administrator to manage the complex setup. Despite the modern UI, the platform can still feel cluttered and unintuitive, requiring significant training for new users to navigate daily tasks efficiently.

Account Executive

Salesforce has become a central hub for managing customer relationships, forecasting deals, and aligning cross-functional teams. While there’s a ramp-up phase, once optimized, it significantly enhances efficiency, reporting accuracy, and team collaboration.

Executive Marketing Assistant

As someone working in the field of dental marketing—Sales Cloud provides a centralized place to capture and manage every inquiry when it comes to getting leads from Google Ads, Facebook and our website.  

Automated lead assignment helps ensure new patient calls or form fills don’t fall through the cracks and custom lead stages allow our practice to tailor pipelines around consultations, insurance verification, treatment plans, and follow-up sequences.

Lead application support analyst

When I was technical support lead in GCP team, we use Salesforce Sales Cloud to customize issue tracking forms, then integrate it to our internal bug tracking and existing support systems.

Salesforce Sales Cloud remains the gold standard for CRM scalability, offering an unrivaled level of customization that allows you to build a workspace tailored specifically to complex business workflows. While the initial setup and "add-on" pricing structure present a steep learning curve and significant investment, the platform’s strength lies in its seamless communication integrations particularly with Slack and its robust Lightning App Builder for personalized page management.

Sales Director

Sales Force Cloud is a comprehensive solution that allows you to track customers, opportunities, quotes, and even contracts.  

Online Advisor

Such as if we create a lead and attach a realtor (I am in new home sales), once we convert the lead to a actual customer for a community, everything that was tied to that contact, should follow with it.

Senior Business Development Representative

It’s a very capable platform with a lot of flexibility, especially for teams that need detailed reporting, custom workflows, and strong pipeline visibility.

Sr Analyst, Commissions

The reporting and dashboard functionality is particularly powerful—highly customizable and flexible enough to support a wide range of business metrics and analysis needs.

The dashboards and reporting tools are also very useful for tracking pipeline, performance, and customer activity without needing to manually pull everything together.

IT Associate

I really like automation flows such as notify to admin when new lead has been created, and sending some personalized email to client and other user with easy in few clicks.

Working at iQor, where handle bill collection for the both US and UK business, I have come relay heavily on salesforce cloud in my daily work and honestly ,it's made things a lot smoother.

Great tool to allow reporting, reviewing accounts and notes, whilst also tracking pipeline and deals.

Admin

My favorite thing about Salesforce Sales Cloud is the ability to customize it to the most intricate sales processes.

I can also probably count on two hands the amount of days spent looking at a Salesforce loading screen when I have the fastest internet possible, so the speed of the platform needs to be improved.

Customer Service

Having the client information and last movement in their orders in a section of the screen is very helpful during customer support calls as this facilitate the overview of the ticket and  provide that upfront understanding of the situation.

Exhibit and Sponsorship Sales Manager

I used Salesforce Sales Cloud primarily to maintain contacts, build my pipeline and manage my opportunities as well as creating reports to share with colleagues.

There are many features and option , which is great , but it can take time to fully understand how everything works and the other issue is sometime the platform can be slightly slow at time, especially when loading detailed costumer report or generating reports.

Account Manager

I have used the software for years and it is amazing because it is the gate keeper for storing leads and contacts that a business owner can use in their sales approach in order to increase their revenue of their organization significantly.

Founder

The platform would freeze , I would make calls and a customer information from five calls ago would appear and the forms I used to collect information would receive 404 error messages when user would try to submit their answes

Salesforce Sales Cloud vs SAP Customer Experience Comparison (2026)

Salesforce Sales Cloud

SAP Customer Experience

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives