Pega CRM vs Salesforce Sales Cloud comparison

Pega and Salesforce are both solutions in the CRM category. Pega is ranked #17 with an average rating of 7.7, while Salesforce is ranked #2 with an average rating of 8.2. Pega holds a 1.5% mindshare in CRM, compared to Salesforce’s 8.1% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 94% of Salesforce users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

890 Views
570 Comparison Views

100% willing to recommend

Salesforce Sales Cloud

Read 115 Salesforce Sales Cloud reviews

5,675 Views
4,029 Comparison Views

94% willing to recommend

Pega CRM

Salesforce Sales Cloud

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Salesforce Sales Cloud and Pega CRM compete in the CRM category. Salesforce appears to have an advantage with its extensive app integrations and automation features, while Pega is favored for its superior case management capabilities.

Features: Salesforce Sales Cloud is known for its extensive integration capabilities, a broad array of apps via its AppExchange, and robust CRM and sales process management. It offers declarative development for users to create workflows without coding. Pega CRM, distinguished by excellent case management and process automation, leverages a configuration-driven approach for ease of updates, robust integration abilities, and pre-built workflows.

Room for Improvement: Salesforce Sales Cloud faces critiques for its complex interface, overwhelming features for new users, and high pricing with hidden costs. Its reporting functions need better intuitiveness. Pega CRM is seen as expensive with a difficult interface, limited database modifications, and a need for improved support and additional integration adaptors.

Ease of Deployment and Customer Service: Salesforce Sales Cloud and Pega CRM offer deployment across public and private clouds. Salesforce's customer service is often rated efficient, though some report variability in response times. Pega CRM's support, while satisfactory, is noted as less user-friendly compared to Salesforce, indicating a need for enhancement.

Pricing and ROI: Salesforce Sales Cloud, priced per-user, is seen as costly especially for small businesses but is often deemed a good investment due to its capabilities and positive ROI. Pega CRM uses customized pricing models, often perceived as high-cost but justified by its extensive functionalities suited for enterprises.

To learn more, read our detailed Pega CRM vs. Salesforce Sales Cloud Report (Updated: July 2025).

Buyer's Guide

Pega CRM vs. Salesforce Sales Cloud

July 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Pega CRM

Ranking in CRM

17th

Average Rating

8.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th)

Salesforce Sales Cloud

Ranking in CRM

2nd

Average Rating

8.4

Reviews Sentiment

7.0

Number of Reviews

115

Ranking in other categories

Opportunity Management (1st), Sales Force Automation (1st), Conversation Intelligence Software (3rd)

Mindshare comparison

As of July 2025, in the CRM category, the mindshare of Pega CRM is 1.5%, up from 1.4% compared to the previous year. The mindshare of Salesforce Sales Cloud is 8.1%, down from 10.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Q&A Highlights

it_user735081

Works at a energy/utilities company with 10,001+ employees

Oct 03, 2017

Cost Comparison between using CRM SAP vs Salesforce vs Pega

Hi thanks for your request. Each of the ERP CRM listed above has certain functionalities in common and comparing the cost between them will completely depends upon the need. Overall Salesforce and SAP CRM has CRM functionality and it is Tier 1 CRM product. Pega is not a CRM product and it specializes in BPM ( Business Process Management). Please email me and I can discuss over the phone with you for further details.

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Featured Reviews

Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

Case management feature is valuable but the pricing is expensive

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

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RohitPothani

Solutions Architect at Merino Consulting Services

Enhances deal closures and have navigation and process flow features

They should also include ATP and CTP functionality. Whenever there is a sale or opportunity, sales representatives should be able to determine what is available in the inventory and how much can be delivered to the customer. For example, if I take an order today, it might take ten days to produce and deliver the product. This is the ATP. If a customer orders 100 cell phones, the CTP functionality helps determine if we can deliver that quantity. This insight is provided when ERP systems are integrated, as ERP systems handle inventory. However, even without an ERP system, this information is crucial. The ATP and CTP stock should be monitored or mentioned somewhere in Salesforce to make decisions easier for sales representatives. If my inventory has 10,000 cell phones from 8 AM to 6 PM at the start of the day, any confirmed orders should reduce this inventory count. We can monitor my inventory in real-time and decide whether to accept new opportunities based on current stock levels.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."

"The solution is very easy to use."

"The product's deployment phase was easy."

"The case management feature is really valuable."

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

More Pega CRM pros

"Contact records are most valuable."

"The development cost, maintenance cost, everything will be drastically reduced - unlike traditional infrastructure where we maintain everything on our own."

"Salesforce highlights what are we selling in different regions and which regions or areas offer opportunities. We are able to view sales by month, quarter or year."

"Salesforce helps up keep track of candidates."

"The solution is easy to use."

"Sales Cloud's reporting and analytics capabilities influenced our sales strategy quite a lot. We can build every report as a dashboard, and there are various sorts of things."

"Our use case within the organization covers the entire cycle from lead generation, demand planning, and opportunities to realization and closure. For our clients, Salesforce is used more to plot the cycle from products to cash and lead to revenue. They mostly build offers and pricing quotations in the Salesforce environment through their field marketing agents."

"Different leads and fields can be utilized inside of Salesforce, using the Sales Path to follow those specific leads, and what leads convert over into opportunities. The leveraging of fields help to track progress on the user interface."

More Salesforce Sales Cloud pros

Cons

"The UI should be improved."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

"They should enable the data-driven streaming feature inside it."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"The UI is lagging and needs to be improved."

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

More Pega CRM cons

"Compared to other CRM solutions, Salesforce is expensive. It is more affordable for enterprise users than for small businesses."

"They should also include ATP and CTP functionality."

"I don't like the way parent-child relationships work in transactions between records in Salesforce Sales Cloud. NetSuite is a little bit more user-friendly in that sense. Salesforce Sales Cloud requires that you build everything from scratch. I don't like that. It leaves a lot of thinking and solutions to the consultants and the process is more prone to errors."

"The product is not stable when enhancements are done to the cloud."

"I think the user experience could be improved. I would like the user interface to be a bit more user-friendly and modern."

"Salesforce is a powerful tool and you need specialists to create or to develop new functionalities. It is a difficult platform to learn to manage and you need years to know the whole product."

"It could have a more user-friendly interface."

"I would like to see a more affordable licensing model."

More Salesforce Sales Cloud cons

Pricing and Cost Advice

"The pricing is on the higher side."

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"It is expensive."

"I've seen the prices for Salesforce Sales Cloud, but I haven't been the one to handle the money. As someone who's only visually looked at the price, I would imagine it's on the pricier side, but they do have a ton of leverage, and seeing that everyone I've worked for has always been dedicated to continuing Salesforce. I've never worked for anyone who has threatened to leave. Everyone has accepted the pricing for what they offer."

"Sales Cloud is expensive."

"Being license based, the license varies by type. The pricing is considered average."

"It is a premium product, so it is not the cheapest solution. I think if it's implemented well, and you're getting the soft cost benefits, the efficiencies, it's justified. But not if you're looking at just apples for apples as a subscription, without the complexity that you can achieve. It can deal with complex business requirements. Some other CRMs can't. But you certainly pay, so it's a premium-charged solution. It's one of the more expensive ones."

"There is a license required to use this solution and the price is expensive. It could be reduced."

"It's expensive, storage being the most costly aspect."

"We must pay for the licenses."

"The licensing fees are reasonable."

More Salesforce Sales Cloud pricing and cost advice

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Answers from the Community

it_user735081

Works at a energy/utilities company with 10,001+ employees

Oct 3, 2017

Cost Comparison between using CRM SAP vs Salesforce vs Pega

See 2 answers

it_user70698

Works at Cognizant Technology Solutions

Oct 3, 2017

Read full answer

it_user747921

Vice President, CRM Product Marketing at Pegasystems

Oct 3, 2017

My advice is to compare the full investment of the CRM implementation - software, cloud and services - as from a general perspective, all top level "costs" are generally comparable. It is the cost-to-value ratio that you will want to focus upon. Also, you’ll want to assess whether you will be looking to deploy AI or not, as some vendors’ offerings are not quite as real and ready-to-deploy as others. Note that I am biased, as I am with Pega, running their CRM practice. With this said -- in terms of unbiased independent reviews, Gartner's latest Magic Quadrant for the CRM Customer Engagement Center for 2017, cites “Reference customers gave Pegasystems' overall package the best cost-to-value rating of any solution assessed for vendors in the Leaders quadrant.” A free copy of Gartner's report may be downloaded here: https://www.pega.com/gartner-crm-cec-2017 Best of luck in your research. Just let me know if I can be of any further assistance. Regards, Jeff Nicholson

Read full answer

Top Industries

By visitors reading reviews

Financial Services Firm

25%

Computer Software Company

13%

Comms Service Provider

Educational Organization

24%

Computer Software Company

10%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Pega CRM?

The product's deployment phase was easy.

See all answers

What needs improvement with Pega CRM?

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...

See all answers

What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

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What do you like most about Salesforce Sales Cloud?

The features of Sales Cloud most useful for testing and running email campaigns are highly valuable.

See all answers

What needs improvement with Salesforce Sales Cloud?

With today's generative AI capabilities like ChatGPT ( /products/chatgpt-reviews ), it should be possible to directly communicate with the software rather than navigating through the entire system ...

See all answers

What is your primary use case for Salesforce Sales Cloud?

I generally use Salesforce Sales Cloud ( /products/salesforce-sales-cloud-reviews ) for our sales process, setting up the entire opportunity lifecycle from lead generation to contract closure. It h...

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Comparisons

Microsoft Dynamics CRM vs Pega CRM

Compared 20% of the time

Siebel CRM vs Pega CRM

Compared 19% of the time

Salesforce Service Cloud vs Pega CRM

Compared 17% of the time

Genesys Cloud CX vs Pega CRM

Compared 12% of the time

Odoo vs Pega CRM

Compared 9% of the time

More Pega CRM Competitors

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 25% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 24% of the time

Oracle CX Sales vs Salesforce Sales Cloud

Compared 6% of the time

Camunda vs Salesforce Sales Cloud

Compared 4% of the time

Salesforce Platform vs Salesforce Sales Cloud

Compared 2% of the time

More Salesforce Sales Cloud Competitors

Product Reports

Buyer's Guide

Pega CRM

June 2025

Download Pega CRM product report

Buyer's Guide

Salesforce Sales Cloud

June 2025

Download Salesforce Sales Cloud product report

Also Known As

Chordiant

Sales Cloud, SFDC, Salesforce

Overview

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Pega

Salesforce Sales Cloud is a comprehensive CRM platform designed for efficient lead management, sales forecasting, and customer engagement, offering extensive customization and cloud-based accessibility.

Aimed at enhancing business efficiency, Salesforce Sales Cloud supports core business processes like CRM, lead and opportunity management, sales forecasting, and customer engagement. Its robust integration capabilities allow seamless connectivity with ERP systems and various applications. The platform offers pipeline tracking, process automation, and advanced sales cycle management. Users appreciate its cloud-based accessibility, allowing teams to operate remotely and manage sales operations effectively. However, users highlight concerns about its complexity, cost, and the need for a more intuitive interface.

What features does Salesforce Sales Cloud offer?

Customization: Tailor the CRM to meet specific business requirements.
Robust Reporting: Comprehensive analytics and data insights.
Lead Management: Efficiently manage and convert leads.
API Integration: Seamless connectivity with multiple applications.
Cloud Accessibility: Work from anywhere with cloud-based access.

What benefits should be evaluated in Salesforce Sales Cloud reviews?

Enhanced Productivity: Streamline sales processes with automation.
Improved Collaboration: Facilitate team coordination and client engagement.
Accurate Forecasting: Make informed decisions with reliable sales forecasts.
Flexibility: Accommodate diverse industry needs with ease.
Legacy System Integration: Efficiently update and integrate with existing systems.

Salesforce Sales Cloud is widely implemented across industries such as finance, healthcare, and retail, supporting sales teams in tracking and managing sales operations. Its use extends to reporting, collaboration, and enhancing client interactions, allowing companies to tailor Salesforce to meet industry-specific requirements efficiently.

Salesforce

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING

Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group

Buyer's Guide

Pega CRM vs. Salesforce Sales Cloud

July 2025

Free Report: Pega CRM vs. Salesforce Sales Cloud

Find out what your peers are saying about Pega CRM vs. Salesforce Sales Cloud and other solutions. Updated: July 2025.

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