The general use case of Salesforce Marketing Cloud is to manage marketing relationships with customers.
Solution Professional at Red Hat
Useful AI integration, user-friendly interface, and performs well
Pros and Cons
- "The most valuable features of Salesforce Marketing Cloud are that it performs well and gives me what I need. It's the most friendly interface system for CRM I've worked with. Additionally, it integrates fairly well with different kinds of AI and ML to allow you to receive more out of your application."
- "Salesforce Marketing Cloud could improve by having more graphical options because a lot of tables are now only numbers and percentages and data. I prefer graphs, lines, and pie charts. I know there are ways to receive this from Salesforce Marketing Cloud. It doesn't play a huge role in my daily work to invest the time to figure it out. I feel that it would be time wasted. They could make the graphical options easier to find and use in the future."
What is our primary use case?
What is most valuable?
The most valuable features of Salesforce Marketing Cloud are that it performs well and gives me what I need. It's the most friendly interface system for CRM I've worked with. Additionally, it integrates fairly well with different kinds of AI and ML to allow you to receive more out of your application.
What needs improvement?
Salesforce Marketing Cloud could improve by having more graphical options because a lot of tables are now only numbers and percentages and data. I prefer graphs, lines, and pie charts. I know there are ways to receive this from Salesforce Marketing Cloud. It doesn't play a huge role in my daily work to invest the time to figure it out. I feel that it would be time wasted. They could make the graphical options easier to find and use in the future.
For how long have I used the solution?
I have been using Salesforce Marketing Cloud for approximately two years.
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What do I think about the stability of the solution?
Salesforce Marketing Cloud has been a stable solution.
What do I think about the scalability of the solution?
Salesforce Marketing Cloud is scalable because they have a lot of large customers. I'm not on that side of the technology to know exactly.
How are customer service and support?
I have not contacted the support of Salesforce Marketing Cloud.
What's my experience with pricing, setup cost, and licensing?
My company pays to use this solution.
What other advice do I have?
I would recommend Salesforce Marketing Cloud to others.
I rate Salesforce Marketing Cloud a nine out of ten.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.

Technology Strategy Manager at a computer software company with 1,001-5,000 employees
Useful customer journey information and easy deployment
Pros and Cons
- "The most valuable of Salesforce Marketing Cloud is seeing the customer's journey."
- "The majority of my clients are happy, but when it comes to the CDP of Salesforce, the client gets confused. They have no clue that Salesforce has a CDP platform too. If my clients want to go ahead with the same vendor, Salesforce, they get confused about the different marketing suites which are available. There is no clear marketing done for the suites available for the clients, this is where the client is facing the real challenges."
What is our primary use case?
The type of deployment depends on the client's requirements. Each client has different requirements. Some of them are on the cloud, and others are on a hybrid deployment.
Salesforce Marketing Cloud is used mainly for the customer's journey and the customer orchestration campaign.
What is most valuable?
The most valuable of Salesforce Marketing Cloud is seeing the customer's journey.
What needs improvement?
The majority of my clients are happy, but when it comes to the CDP of Salesforce, the client gets confused. They have no clue that Salesforce has a CDP platform too. If my clients want to go ahead with the same vendor, Salesforce, they get confused about the different marketing suites which are available. There is no clear marketing done for the suites available for the clients, this is where the client is facing the real challenges.
In an upcoming release, they should make their templates more organized.
For how long have I used the solution?
I have been using Salesforce Marketing Cloud for approximately eight years.
What do I think about the scalability of the solution?
The scalability is fantastic. There are a lot of integrations available.
How are customer service and support?
A few of our clients found using Salesforce Marketing Cloud challenging after they upgraded, they were finding it difficult to just move to the newer version of the Salesforce. They were using two different versions of the same platform and they were complaining about the customer support because they did not help them out. However, we are now satisfied.
Which solution did I use previously and why did I switch?
I have used Marketo and other Adobe solutions.
How was the initial setup?
The deployment of Salesforce Marketing Cloud is very easy.
What's my experience with pricing, setup cost, and licensing?
Salesforce has different versions of the solution and some are more suitable for smaller clients. However, Salesforce is expensive.
What other advice do I have?
Salesforce Marketing Cloud is a fantastic solution, but be aware of its technicalities when installation.
I rate Salesforce Marketing Cloud an eight out of ten.
Disclosure: My company has a business relationship with this vendor other than being a customer: partner
Buyer's Guide
Salesforce Marketing Cloud
March 2025

Learn what your peers think about Salesforce Marketing Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: March 2025.
844,944 professionals have used our research since 2012.
Director Of Information Technology at Edgo
Reliable, good for managing sales pipelines, and offers great integration capabilities
Pros and Cons
- "We haven't had any issues with integration."
- "The cost is always a concern for anyone using a SaaS product."
What is our primary use case?
We primarily use the solution for our marketing. It's for managing our opportunities for the sales and marketing teams for outreach to target customers.
How has it helped my organization?
We're able to track opportunities for sales. We can have a customer pipeline and convert them into sales.
What is most valuable?
We like that we can manage sales pipelines and see the process of sales, including pending activity. It really helps us manage our sales process. We're able to understand our capabilities and the conversion rates from our facilities and see everything from a national perspective.
We haven't had any issues with integration.
The initial setup is easy.
The solution is stable.
What needs improvement?
I haven't noted any necessary changes. I haven't heard of issues from the sales and marketing team.
The cost is always a concern for anyone using a SaaS product. We're always concerned about a price rise. However, it is not something that would turn us away from the product.
For how long have I used the solution?
I've been using the solution for four years.
What do I think about the stability of the solution?
We haven't had any issues with stability. There are no bugs or glitches. It doesn't crash or freeze. It is reliable.
What do I think about the scalability of the solution?
We never really looked at the scalability in order to grow it out. We only use certain modules.
We have about 35 users at this point.
How are customer service and support?
While there is a special team that handles the solution, I haven't had any issues with the standard support. We haven't had an issue that required real escalation.
Which solution did I use previously and why did I switch?
We did not previously use a different solution previously.
How was the initial setup?
The implementation was not too complex and it did not take long. the setup is straightforward.
We had four people working on the initial setup to ensure that all requirements were captured.
There is standard maintenance needed. However, it is minimal. Any issues with eh software itself would be handled by the vendor directly.
What about the implementation team?
We worked with a local vendor, and they were very helpful.
What was our ROI?
We have witnessed an ROI and have been satisfied with what were are getting out of the product.
What's my experience with pricing, setup cost, and licensing?
We have standard licensing. I'd rate the affordability six out of ten. It can be a bit expensive. However, it's not too bad as it brings good value.
Which other solutions did I evaluate?
I'm not sure if a solution was looked at before I arrived at the company. My understanding is that this is the first solution the company wanted to work with. Some staff members were already familiar with it.
What other advice do I have?
It's a SaaS solution, so we don't have it on-prem. We've subscribed to Salesforce for our sales team.
I'd rate the solution eight out of ten. It's a great product. If you know your requirements and what you need, it's a good product to work with. The functionality is great. However, the pricing could always be lower.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
QA Manager at Blue Cross Blue Shield of Massachusetts
Marketing platform widely used in the market that has improved our productivity and offers a large range of features
Pros and Cons
- "Marketing Cloud has improved our productivity and our team enjoy using it."
- "We have struggled to get resolution of support tickets from the Salesforce team."
What is most valuable?
Marketing Cloud has improved our productivity and our team enjoy using it.
What needs improvement?
We have struggled to get resolution of support tickets from the Salesforce team.
For how long have I used the solution?
I have used this solution for less than one year.
What do I think about the stability of the solution?
This is a stable solution.
How are customer service and support?
We found a couple of defects which were not able to be fixed by our development team and we are continuously working with Salesforce to provide any feedback and answer any questions.
How would you rate customer service and support?
Neutral
What about the implementation team?
We have a Salesforce dedicated team that takes care of deployments or any difficulties or hurdles.
What's my experience with pricing, setup cost, and licensing?
Salesforce is an expensive solution.
What other advice do I have?
I would recommend Salesforce due to all the different features that are included inside the full package. If you aren't going to make use of all these features, there may be better options more suited to small businesses.
I would rate this solution an eight out of ten.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Head of Information Technology at a non-profit with 10,001+ employees
Maps customer journeys and works for email campaigns but pricing is expensive
Pros and Cons
- "Salesforce Marketing Cloud's integrations are seamless since it is a native application. It helps us with B2B and B2C send-outs and can handle large columns."
- "Salesforce Marketing Cloud is expensive. The email functionality should be more modern and user-friendly."
What is our primary use case?
We use the product for email campaigns. It also helps us to map customer journeys.
How has it helped my organization?
The tool's report file creation functionality helps us with productivity. We can also use it to check CRM campaigns. The data is in one place.
What is most valuable?
Salesforce Marketing Cloud's integrations are seamless since it is a native application. It helps us with B2B and B2C send-outs and can handle large columns.
What needs improvement?
Salesforce Marketing Cloud is expensive. The email functionality should be more modern and user-friendly.
For how long have I used the solution?
I have been working with the product for two years.
What do I think about the stability of the solution?
The product is stable.
What do I think about the scalability of the solution?
My company has around 10 users for the product. It is scalable. However, you need to be mindful of the cost while scaling.
Which solution did I use previously and why did I switch?
We chose the product since it was a Salesforce native application.
How was the initial setup?
The tool's deployment took six weeks to complete. We have a team managing the system: three in-house members and some external consultants. Our focus is not just on keeping things updated but also making sure they stay relevant.
What about the implementation team?
A Salesforce marketing consultant expert helped us with the deployment.
What was our ROI?
We have seen ROI with the product's use.
What other advice do I have?
I rate the product an eight out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Head of Data at Gauri Ltd
Reliable, effective for small to medium business, and beneficial lead to opportunities
Pros and Cons
- "The most valuable feature of Salesforce Marketing Cloud is the seamless conversion of lead to opportunity, in relation to orders is good. That seamless connection is beneficial and simple."
- "When you use your iPhone or Android phone, Salesforce is not as user-friendly as it could be. That UX needs to be improved."
What is our primary use case?
We use Salesforce Field Service for engineer visits. For example, to keep track of when they visit and when they went to service. All this can be done through the Salesforce field service. In adition, we mainly use it in the marketing space, we did two project(s).
What is most valuable?
The most valuable feature of Salesforce Marketing Cloud is the seamless conversion of lead to opportunity, in relation to orders is good. That seamless connection is beneficial and simple.
What needs improvement?
When you use your iPhone or Android phone, Salesforce is not as user-friendly as it could be. That UX needs to be improved.
React Native is a newmobile app based framework, where you can build one framework which will work with Android, iPhone, tablets, and all browsers. What you see is what you get on all the different platforms. I get this in Salesforce as well, but the UX is not beautiful. This is not required for business, but when you spend some money, the UI should look very beautiful.
For how long have I used the solution?
I have been using Salesforce Marketing Cloud and Field Service for approximately 4 Years
What do I think about the stability of the solution?
Salesforce Marketing Cloud is a stable solution.
What do I think about the scalability of the solution?
The scalability of Salesforce Marketing Cloud is good.
We have two clients using this solution and one of them has over 100 field engineers are using it.
How are customer service and support?
We provide support for Salesforce, Marketing, Sales, CPQ, Service/Field service and Tableu Reporting .
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have used SAP CRM previously and Salesforce Marketing Cloud is more flexible.
How was the initial setup?
The initial setup or implementation is straightforward. You can be in operation within three to four weeks subject to the scope and size of the Organaisation.
What about the implementation team?
We have approximately seven people for the maintenance and support of Salesforce Marketing Cloud and another 5 to 7 consultants for Field service space.
What's my experience with pricing, setup cost, and licensing?
The solution is paid for monthly.
What other advice do I have?
I would recommend this solution for small to medium companies. If they are large enterprises I would choose SAP CRM.
I rate Salesforce Marketing Cloud an eight out of ten.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Salesforce Silver Partner
IT Manager at European University
A straightforward setup process and great scalability, but room for improvement in the pricing structure
Pros and Cons
- "The most valuable part of the solution are the selling features."
- "It's a very good solution, but the way the prices are structured is not always good, and I feel like that is a problem."
What is our primary use case?
We use Salesforce to manage our customers' data, to make sales campaigns, and to provide customer care.
What is most valuable?
The most valuable part of the solution are the selling features.
What needs improvement?
I want to improve the cost because the larger you get, sometimes the price rises in a way that I don't like. It's a very good solution, but the way the prices are structured is not always good, and I feel like that is a problem.
For how long have I used the solution?
I have used this solution for two years.
What do I think about the scalability of the solution?
The scalability of the solution is perfect. There are 300 direct users in our organization. We have five IT people who handle administration and connect with the integrator if there is an issue, and that is more than enough for us.
How are customer service and support?
I would give Salesforce support a four out of five because it is very, very good in terms of documentation. However, if you have a serious defect that is harder to solve, it can take some time to get a response.
How would you rate customer service and support?
Positive
How was the initial setup?
The setup is quite straightforward. The process is standard and very easy to understand.
What about the implementation team?
We hired an integrator, and we implemented the solution in phases. It took nine months to a year for everything. First, we deployed customer care, then the 360 view of our customers, and then the selling part.
What's my experience with pricing, setup cost, and licensing?
We have two types of licensing. We have a yearly license for end users and we have a concurrent login for selling.
What other advice do I have?
I would definitely recommend this product. I would rate it as an eight out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Principal Technical Lead at Tieto Sweden AB
Good notifications and data management but user management could be better
Pros and Cons
- "It is straightforward to set up."
- "User management could be better."
What is our primary use case?
We primarily use the solution for customer ticket management and for services.
What is most valuable?
The data management is great. We like how it is organized. I'm able to view the tickets in a well-organized manner. That is quite useful.
The notifications as well are good.
It is straightforward to set up.
It is a scalable product.
What needs improvement?
User management could be better.
For how long have I used the solution?
I've been using the solution for four months or so now.
What do I think about the stability of the solution?
It's too early to say if it is properly stable. I've been using it for just four months, and I've just been onboarded for two months. That said, I have had no issues.
What do I think about the scalability of the solution?
The solution can scale well.
We have 12 people using the solution on my project. I'm not sure if other people or other teams are also using it. I'm not sure if marketing plans to increase usage at this time.
How are customer service and support?
I've never used technical support.
Which solution did I use previously and why did I switch?
We previously used Jira and migrated to Salesforce.
How was the initial setup?
The solution is very straightforward and simple to implement. It's not complex at all.
That said, I have not deployed it myself. It was another team who handled it. I don't know about the details. I also do not have details in regards to maintaining it and if we have any team members dedicated to that task.
What's my experience with pricing, setup cost, and licensing?
I'm not sure of the exact costs. That's handled at an organizational level.
What other advice do I have?
We're using the latest version on the cloud.
I'd advise potential users to try before they buy so that can see it in action and decide if they like it. Pricing should be looked into too. If it's small-scale, it's okay. I'm not sure about large-scale costs.
I'd rate the solution seven out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.

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