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PeerSpot user
IT Manager at European University
Real User
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. 

Buyer's Guide
Salesforce Marketing Cloud
January 2025
Learn what your peers think about Salesforce Marketing Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: January 2025.
837,501 professionals have used our research since 2012.

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.
PeerSpot user
Principal Technical Lead at Tieto Sweden AB
Real User
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.
PeerSpot user
Buyer's Guide
Salesforce Marketing Cloud
January 2025
Learn what your peers think about Salesforce Marketing Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: January 2025.
837,501 professionals have used our research since 2012.
AladdinNabil - PeerSpot reviewer
Digital Lead of Middle East/ North Africa and Ukraine at Organon
Real User
Leaderboard
CRM used to build fully automated customer journeys using the journey builder
Pros and Cons
  • "The ability to automate processes is one of the most valuable features of Salesforce. This sets it part from other systems. We use the journey builder to design a fully automated journey."
  • "In a future release it would be great to have the ability to connect the data from social media and email marketing and have it in one dashboard."

What is most valuable?

The ability to automate processes is one of the most valuable features of Salesforce. This sets it part from other systems. We use the journey builder to design a fully automated journey. 

What needs improvement?

In a future release it would be great to have the ability to connect the data from social media and email marketing and have it in one dashboard. 

For how long have I used the solution?

I have been using this solution for five years. 

What do I think about the stability of the solution?

This is a stable solution. 

What do I think about the scalability of the solution?

This is a scalable solution. 

How are customer service and support?

The support for this solution is good. 

How would you rate customer service and support?

Positive

How was the initial setup?

The initial setup is straightforward. 

What other advice do I have?

I would rate this solution an eight out of ten. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
CEO at growthmolecules
Real User
A robust solution with good Email automation and good scalability
Pros and Cons
  • "Email automation is most valuable."
  • "The general setup and understanding of how to use it can be improved. There should be easier self-service for setting up dashboards. Currently, we have someone setting them up for us. I wish it was easier."

What is our primary use case?

We use it to communicate with our customers. We look at the reports to see the communication engagement, and then we do sequencing to make sure that there are continuous touchpoints with the client. We are using its latest version.

What is most valuable?

Email automation is most valuable.

What needs improvement?

The general setup and understanding of how to use it can be improved. There should be easier self-service for setting up dashboards. Currently, we have someone setting them up for us. I wish it was easier.

What do I think about the stability of the solution?

It is pretty robust, and I've never had issues with it being unstable.

What do I think about the scalability of the solution?

It is very scalable, and it grows with your company. Currently, it is being used by only three marketers. As we grow, we probably will increase its usage.

How are customer service and technical support?

We have not contacted them. It might be a paid service, and I don't know if we have that.

How was the initial setup?

It was complex. 

What about the implementation team?

We hired an outside company to help us.

What's my experience with pricing, setup cost, and licensing?

We did a yearly license. We negotiated and got a great deal. I don't think we would have gotten far with the regular price, but they negotiated, so it was worth that.

What other advice do I have?

I would advise others to invest in onboarding and implementation because you want to set it up right from the beginning. If you set it up wrong, you'll be spending more money.

I would rate Salesforce Marketing Cloud an eight out of ten.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Marketing manager at Wowtickets
Real User
Top 5Leaderboard
Comes with automation and Einstein features which provides innovative ideas
Pros and Cons
  • "The tool's most valuable feature is its automation. We can integrate data with the Salesforce hub. Its Einstein feature tells us whether our campaigns are on the right track. It also helps with ideas."

    What is most valuable?

    The tool's most valuable feature is its automation. We can integrate data with the Salesforce hub. Its Einstein feature tells us whether our campaigns are on the right track. It also helps with ideas. 

    For how long have I used the solution?

    I have been using the product for seven years. 

    What do I think about the stability of the solution?

    I rate the solution's stability an eight out of ten. 

    What do I think about the scalability of the solution?

    Salesforce Marketing Cloud is scalable. I rate it seven out of ten. 

    How are customer service and support?

    Salesforce Marketing Cloud's tech support is responsive. There is a platform called Trailblazer where you can put in your queries. 

    Which solution did I use previously and why did I switch?

    I used HubSpot before Salesforce Marketing Cloud. I switched the platform since I changed the company. In terms of data management, Salesforce outshines HubSpot. It provides robust data handling and excels in generating innovative ideas and feedback. Specifically, tools like Einstein contribute significantly by offering insights on enhancing EDR.

    One standout feature is the 360-degree view in Salesforce, a capability absent in HubSpot.

    How was the initial setup?

    The tool's deployment was straightforward. Deployment can be completed in two weeks. 

    What other advice do I have?

    I rate the product a nine out of ten. 

    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    PeerSpot user
    Rahul Gandhi - PeerSpot reviewer
    Head, Customer Success - India, LogMeIn at LogMeIn
    Real User
    Tracking opportunities is easy and there are a lot of supporting tools
    Pros and Cons
    • "You can schedule reports, there's a lot of supporting tools, and you have access to all that information."
    • "The processing speed, the way information displays, and scrolling options can be improved."

    What is our primary use case?

    With this solution, you can build up an opportunity, track it, look at missed opportunities, and output data to work on outside the cloud. 

    How has it helped my organization?

    The solution helps to pull information together for everyone to use.

    What is most valuable?

    What is most valuable is that you can schedule reports, there are a lot of supporting tools, and you have access to all that information.

    What needs improvement?

    Improvements can be made in the processing speed, how information displays, and options for scrolling.

    For how long have I used the solution?

    We have been using the solution for five to six years. 

    What do I think about the stability of the solution?

    It is a stable product. 

    What do I think about the scalability of the solution?

    It is absolutely scalable. We have about 2,000 users and plan to increase that number with the growth of our company. 

    How are customer service and support?

    I have contacted tech support and rate my experience an eight or nine. 

    How would you rate customer service and support?

    Positive

    Which solution did I use previously and why did I switch?

    When I got to the company I believe they used a different solution, but I don't recall its name. 

    How was the initial setup?

    We installed the product on the cloud. 

    What other advice do I have?

    I rate this product a nine out of ten. 

    Which deployment model are you using for this solution?

    Private 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.
    PeerSpot user
    Radhey Rajput - PeerSpot reviewer
    Sr. IT Analyst at NCR Corporation
    Real User
    Top 5Leaderboard
    Great user interface, easy installation, with thousands of users
    Pros and Cons
    • "I like the user interface it has a nice look and feel."
    • "Technical support is good but could be faster, maybe more knowledgeable, and more customer friendly."

    What is our primary use case?

    We are using Salesforce Marketing Cloud for management opportunities. Our sales teams use it. They create opportunities and they send those opportunities to other teams.

    What is most valuable?

    I like the user interface it has a nice look and feel.

    What needs improvement?

    I would like to see a team-building feature added.

    For how long have I used the solution?

    I have been using Salesforce Marketing Cloud for three years now.

    What do I think about the scalability of the solution?

    Salesforce Marketing Cloud is scalable and we now have thousands of users.

    How are customer service and support?

    Technical support is good but could be faster, maybe more knowledgeable, and more customer friendly.

    How would you rate customer service and support?

    Positive

    How was the initial setup?

    The initial set-up is straightforward.

    What about the implementation team?

    We deploy in-house for our installation needs and a vendor team is not required.

    What other advice do I have?

    If someone wants to sell their product in a very good manner, they can use Salesforce Marketing Cloud. I would rate Salesforce Marketing Cloud an eight 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.
    PeerSpot user
    reviewer1438128 - PeerSpot reviewer
    Project Manager / Management Consultant at a computer software company with 10,001+ employees
    Real User
    Marketing and sales engagement platform that integrates and works well with other Salesforce solutions
    Pros and Cons
    • "Marketing Cloud offers a 360 customers experience as it integrates with Service Cloud and Sales Cloud, the CRM portion of Salesforce. The different platforms integrate easily which makes it easy to manage customer communication using a single point of truth."
    • "The quality of support for this solution has been decreasing over time and the support team are sometimes more focused on closing tickets that resolving issues. Often the support team is not well trained or aware of the new features or products released by Salesforce."

    What is our primary use case?

    We use this solution for customer communication and sales engagement.

    What is most valuable?

    Marketing Cloud offers a 360 customers experience as it integrates with Service Cloud and Sales Cloud, the CRM portion of Salesforce. The different platforms integrate easily which makes it easy to manage customer communication using a single point of truth. 

    What needs improvement?

    The quality of support for this solution has been decreasing over time and the support team are sometimes more focused on closing tickets that resolving issues. Often the support team is not well trained or aware of the new features or products released by Salesforce. 

    What do I think about the stability of the solution?

    The stability of this solution depends on the amount of data that you have contained in the system. 

    What do I think about the scalability of the solution?

    This is a scalable solution. 

    How are customer service and support?

    The customer support for this solution are not great as they often make mistakes.

    How would you rate customer service and support?

    Neutral

    How was the initial setup?

    The initial setup for this solution is straightforward but this does depend on each business' architecture. Salesforce has a lot of native connectors that make it easy to connect with systems, but this can involve legacy and governance restrictions.

    What's my experience with pricing, setup cost, and licensing?

    This solution is priced in the medium to high price range. 

    What other advice do I have?

    Marketing Cloud is a more user-friendly solution compared to Adobe Marketing Cloud. Marketing Cloud can be used by users who are not technically inclined.  

    I would rate this solution a nine out of ten. 

    Which deployment model are you using for this solution?

    Private Cloud
    Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
    PeerSpot user
    Buyer's Guide
    Download our free Salesforce Marketing Cloud Report and get advice and tips from experienced pros sharing their opinions.
    Updated: January 2025
    Buyer's Guide
    Download our free Salesforce Marketing Cloud Report and get advice and tips from experienced pros sharing their opinions.