What Does CRM Salesforce Do ?

Are you looking to increase your sales by providing the best experience to your customers throughout the process? Salesforce CRM is the best application you can use to achieve this. 

Next, we will understand what does CRM Salesforce do,  its benefits, the prices it manages, and how all these services can adapt to the needs of your company to offer the best experience to your customers.

What is Salesforce CRM and what is its purpose?

Salesforce CRM is a Customer relationship management platform that allows you to manage all your customer data through the tools it provides, ensuring excellent service to the customer and enabling your company to attract more customers and increase sales.

Its purpose is to create strong relationships between businesses and customers, ensuring profitability for the customer by using Salesforce tools such as sales management, marketing, process automation, and many others offered by the platform. 

Who should use Salesforce CRM services and why? 

They can be both small businesses that are starting out and large corporations that are already established, in any industry, for example, the automotive industry, telecommunications, technology, health, among many others. 

Now, how do you know if you should use Salesforce CRM? 

It's simple, if your company is having trouble finding customer data quickly to solve problems, if you know that sales are decreasing or that the customer experience is not appropriate, these are indications that your company needs Salesforce CRM. 

Why? Because this platform offers you all the necessary tools to boost your company. Salesforce CRM helps you increase customer acquisition, assists in sales management, analytics, marketing, customer service, among other things.

What Services and products are offered By Salesforce CRM?

Salesforce CRM offers a wide range of services for businesses, but among the most common ones are:

  • Sales management 

    This offers you all the tools to manage sales, from sales automation, opportunity management, forecast management to hiring and project closing.

  • Customer service 

    Offering excellent customer service is extremely important, and Salesforce CRM provides you with the necessary tools, such as 24-hour support, support on all channels, and customer service automation. 

  • Marketing 

    Marketing tools such as Email Studio, Marketing Cloud Customer Data Platform, Marketing Cloud Personalization, which provide you with the ability to create marketing campaigns, manage customer experiences, are some of the tools offered.

  • Commerce 

    Salesforce CRM offers you tools such as B2B commerce, Commerce Marketplace, cost-cutting, and more. With these tools, you will boost your profits and streamline the commerce of your business.

What are the main Salesforce CRM use cases?

  1. 1

    Marketing and Sales 

    With the Marketing Cloud tool, you can send personalized emails and messages to potential customers who interact with sales ads, improving business efficiency.

  2. 2

    Information Sharing 

    With Sales Cloud, you can obtain and share all important customer data, giving you the necessary tools to close any sale and increase your sales index. 

  3. 3

    Customer Service 

    Thanks to all the information obtained from customers, you can guarantee extraordinary and personalized service to each customer, with the opportunity to quickly resolve any questions or problems, increasing customer satisfaction. 

  4. 4

    Contact Management 

    Salesforce stores customer data, contacts, names, and numbers to better manage customer relationships. 

  5. 5

    Workflow Creation 

    This allows you to perform tasks such as defining an audience, customizing the workflow, visualizing and improving business operations, among other things.

Through the tools offered by Salesforce CRM, such as sales management, customer service, marketing, mentioned above, Salesforce becomes the platform that your company needs for proper management and increased productivity.

What are the main functionalities of Salesforce’s CRM system ?

These are the 5 main functionalities of the system, each one of them has a specific objective and you should use them depending on the needs of the company.

  • Sales Cloud

    Sales Cloud allows you to track the sale from the beginning to the closing, it allows you to see the status of the sale, contact the customer, gather customer data that will allow you to evaluate the best strategy to complete the sale.

  • Service Cloud

    This service is responsible for customer service, ensuring their satisfaction by using the best strategies that evaluate both the needs of the company and the customer in order to successfully complete a sale and satisfy both parties.

  • Marketing Cloud

    Marketing Cloud will help your company create marketing campaigns that fit your company's needs and thus have excellent results in capturing new customers, either through email, social media, or advertising. With automated systems or marketing analysis.

  • Commerce Cloud

    This is the best platform for conducting e-commerce and reaching potential buyers, as well as managing orders through both B2B and B2C channels. It offers your customers the best possible experience.

  • Community Cloud

    Community Cloud is an online tool by Salesforce that allows you to have a greater reach through online communities and increase your relationship with your customers.

What is the Salesforce CRM pricing plan and how does it compare to other similar platforms?

Here is a table with comparative prices of Salesforce CRM with respect to other platforms.

Salesforce CRM

Sugar CRM

Microsoft Dynamics 365

Zoho CRM


This is a plan for small businesses with a limited budget.

per month per user** (annual billing)


per month per user** (annual billing)


This plan is for growing businesses that need more tools than the basic plan offers.

per month per user** (annual billing)

3 User Minimum, 5 User Maximum


per month per user** (annual billing)


This is a plan for medium and large businesses that require customized features.

per month per user** (annual billing)

3 User Minimum


per month per user** (annual billing)


This is the most comprehensive plan that provides you with access to all tools all the time and offers customization of functions that fit your company's needs.

per month per user** (annual billing)

10 User Minimum


per month per user** (annual billing)

You just need to evaluate all your options and choose the one that suits you best. Other platforms may have lower prices, but they do not offer tools and functions like Salesforce CRM.

How to customize the CRM system to meet the specific needs of your business ? 

Adapting Salesforce CRM to the needs and objectives of your company is done as follows:

  1. 1

    Evaluate the needs of the company

    It is important to study your company, the services it offers, and thus be able to evaluate the customers you want to capture and create a study plan to obtain them.

  2. 2

    Create workflows

    This is useful for automating tasks and processes in the company, such as updating records, sending emails, among other processes that can be automated to save time and facilitate certain tasks.

  3. 3

    Create custom fields and objects

    This allows you to manage customer projects and record detailed customer information with the data that the company needs to work with.

  4. 4

    Create reports and dashboards

    This allows you to analyze sales and customer service data, and you can also create custom reports as necessary, ensuring customer productivity and satisfaction.

Which businesses are using Salesforce CRM to manage their customer relationships?

Many of the large companies use the system and tools of Salesforce CRM to increase their global reach. Some of the companies that use the CRM system are:

  • Coca-Cola 

    Manages its marketing and sales with Salesforce CRM.

  • Toyota 

    Manages its marketing, sales, and customer service with Salesforce CRM.

  • American Express 

    Uses Salesforce CRM to improve the customer experience and utilize customer service.

  • Philips 

    Manages its marketing and customer service to improve customer experience with the strategies and functions of Salesforce CRM.

  • McDonald's 

    Manages its marketing through promotions and customer service, using Salesforce CRM functions to collect data on customer frequency and purchasing patterns.

What are the pros and cons of using the Salesforce CRM?


  • Customization 

    You can adapt Salesforce CRM to the needs of the client.

  • Security

    You ensure the protection of customer data thanks to high-level security measures.

  • Updates

    Salesforce is a platform that constantly evolves, allowing you to stay up-to-date with functionality.

  • Scalability

    Salesforce adapts to both small and large businesses.

  • Monitoring

    It allows you to keep track of interactions with customers and future queries.


  • Prices

    Although Salesforce offers many functions and tools, it has high prices that can be negative for your budget if you are a starting company.

  • Learning

    Having so many functions takes time and dedication to learn how to use all the tools.

  • Complexity

    The more functions you use, the complexity may increase when applying them all.

  • Dependency

    Seeing great and excellent results and being in constant updating, companies tend to become dependent on Salesforce CRM.

Tips for implementing and leveraging Salesforce CRM in your organization

The following tips will help you make the most of Salesforce CRM and implement it in your company:

  • Study, evaluate and define the company's objectives. Having clear objectives for your company will allow you to define the tools you need to use and implement to succeed.

  • Customize the platform to adapt its functions to your company's needs to offer the best experience to customers.

  • Train your team and users to increase productivity and efficiency.

  • Monitor customer data to analyze it and improve all processes adapted to updated information.

  • Establish workflows to automate complex or tedious tasks and achieve fast and effective results.


Start now with Salesforce CRM and get the most out of this platform, using resources such as marketing, customer service, task automation and customization for each company. 

Salesforce certainly has everything you need to grow and succeed, put the tips and information provided in this blog into practice and streamline the process to take the first step and start using Salesforce CRM.

About the author


Youssef is a Senior Cloud Consultant & Founder of ITCertificate.org

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