For me, having a developer mindset, I found the script functionality and the cloud pages to be very useful.
Email Solutions Architect at a marketing services firm with 501-1,000 employees
I found the script functionality and the cloud pages to be very useful.
What is most valuable?
How has it helped my organization?
I automated the creation of almost everything in the platform using scripts and cloud pages to make life easier for the deployment team.
What needs improvement?
There are a few bugs here and there, but nothing bad. The platform is pretty robust. One thing to improve would be the error messages which aren't very helpful.
For how long have I used the solution?
We have been using this solution for more than two years now.
Buyer's Guide
Salesforce Marketing Cloud
November 2024
Learn what your peers think about Salesforce Marketing Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
816,660 professionals have used our research since 2012.
What was my experience with deployment of the solution?
Deployments are fine, unless there is a human error.
What do I think about the stability of the solution?
The platform is quite stable, but the platform updates have made some issues in the past.
What do I think about the scalability of the solution?
Salesforce Marketing Cloud platform is able to handle billions of subscribers and huge Data Extensions, so there nothing bad to report here in terms of scalability.
How are customer service and support?
Customer Service:
It seems that they try to sneak in a fee wherever they can. For instance, making you pay for Trigger emails to be instant instead of with a few minute delay.
Technical Support:That's where it gets bad, in my opinion. I have had to deal with the support several times. Almost every time, I told them the solution to the problem because I figured it out faster than they did. I guess the issue is the Level-1 support, because it's hard to make them understand what the issue is.
Which solution did I use previously and why did I switch?
I used the Experian email platform and it was very slow and hard to use. Mailchimp is great for small businesses, but I wouldn't recommend it for a big corporation. I also had a look at Alterian and once again, it might be right for smaller businesses, not for a big corporation.
How was the initial setup?
It takes a solutions architect like me to set it up because it's like setting up a database. You have to know what you're doing. There are a few things to setup at first, like defining if the SFMC is going to be the master data for the audience, or if it will sit in an external database.
What about the implementation team?
I am part of the "vendor team". In my previous position, it was deployed through an external company which did a great job, and from there, I took the in-house work.
What's my experience with pricing, setup cost, and licensing?
Not everything sold is vital, but there are advantages to having items like Journey Builder. The platform is worth the money for big corporations who want to take channel services to a higher level.
Which other solutions did I evaluate?
I arrived after the platform was selected, so I can't say much about that.
What other advice do I have?
I sincerely recommend the SFMC platform and advise you to hire a Solutions Architect to set it up. It is quite a complex piece of technology, full of nuggets that can only shine through proper care.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Sr. Systems Engineer at a tech vendor with 1,001-5,000 employees
Central management, easy to build reports, and high availability
Pros and Cons
- "The most valuable feature of Salesforce Marketing Cloud is the reporting engine. Reports are very good and easy to build."
- "In a future release, adding end-user personalization would be a benefit."
What is our primary use case?
We are using Salesforce Marketing Cloud for the CRM functionality. We have the accounts for each of our customers, the contact points, the opportunities, and the lists of assets, and entitlements they have. We can have a comprehensive view of all the customer history inside our company, such as contract dates. If they need to renew or replace anything, it's easier to keep in touch with the customer, because we have the information in a single place.
How has it helped my organization?
Salesforce Marketing Cloud has helped the organization by having centralized management capabilities. We have all the information from a single point of view. It is useful for me, for example, if I am to be looking at a customer account with my boss, which is in a different location from me, we can see the same account. He has access to the same piece of information I have. He has more access and can bring me more details. The solution is good for collaborative work, things can get done faster.
What is most valuable?
The most valuable feature of Salesforce Marketing Cloud is the reporting engine. Reports are very good and easy to build.
What needs improvement?
Salesforce Marketing Cloud could improve by having the ability to detect duplicate accounts. Sometimes you search for a customer and you have five or six different records for the same customer. You look inside, all the records have the same data, and Salesforce Marketing Cloud says it could not find any duplicate accounts for it. It would be nice to have more intelligence for the detection of duplicates.
In a future release, adding end-user personalization would be a benefit.
For how long have I used the solution?
I have been using Salesforce Marketing Cloud for approximately four 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 approximately 600 to 700 users using this solution from the sales and marketing team.
How are customer service and support?
I have not used the support from Salesforce Marketing Cloud, but I heard it was good.
What about the implementation team?
The implementation of Salesforce Marketing Cloud was done by the vendor.
The maintenance is done by the vendor.
What other advice do I have?
There are many different pieces of Salesforce, I would advise others to run a deep analysis and a proof of concept to evaluate everything before purchasing because it's a huge solution. It has very different modules and features. It may be too big for what they need. It's important to evaluate and do a proof of concept.
I rate Salesforce Marketing Cloud a nine 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.
Buyer's Guide
Salesforce Marketing Cloud
November 2024
Learn what your peers think about Salesforce Marketing Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
816,660 professionals have used our research since 2012.
South Europe Enterprise Sales Executive at Dataiku
Good performance, great support, and scales everywhere
Pros and Cons
- "It is a great solution. I like its stability, scalability, and performance."
- "They can perhaps simplify the dashboards. In my opinion as an end-user, reports could also be simplified, but it also depends on how your company is set up. It depends on how the processes are set up within your company natively. It is linked to the way you do business. So, it varies."
What is our primary use case?
We are using it for doing the quotes, reports, and sales. We are using its latest version.
What is most valuable?
It is a great solution. I like its stability, scalability, and performance.
What needs improvement?
They can perhaps simplify the dashboards. In my opinion as an end-user, reports could also be simplified, but it also depends on how your company is set up. It depends on how the processes are set up within your company natively. It is linked to the way you do business. So, it varies.
For how long have I used the solution?
It has been 20 years. I have been using it since it came out.
What do I think about the stability of the solution?
It is stable.
What do I think about the scalability of the solution?
It scales everywhere. It is perfect. In our company, everyone is working with this solution. We have around 1,000 users, and I assume we have 10 to 20 people for deployment and maintenance.
How are customer service and support?
Their support was great. They were very responsive.
How was the initial setup?
I didn't set it up, but it seems to depend on the teams. It's quite simple, but it becomes more complex depending on the scalability of your operation. It's always an ongoing task because you're always improving the process.
What other advice do I have?
Salesforce is the best and more established CRM. I wouldn't use other ones.
I would rate it 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.
Chief Marketing Officer- CMO at a tech services company with 51-200 employees
Scalable CRM to personalize customer experience
Pros and Cons
- "This is a very powerful and scalable solution."
- "An additional feature needed would be better capacity for personalization."
What is our primary use case?
Inside our company, our primary use case is on the commercial field. But as an integrator, we've gotten a lot of use cases related to the use of the Salesforce ecosystem.
How has it helped my organization?
The way the solution improves the organization is to personalize the experience on the website. If you know the customer that is visiting your site, and you can personalize their experience, it can be very interesting and could increase the user experience and also the results.
What is most valuable?
The most valuable feature is that it's a CRM. You can build your data model and you can use this model to personalize the experience of your customers using, for example, the marketing cloud-connected with the CRM.
What needs improvement?
I think all areas of the solution always have room for improvement because the needs always are increasing. The CDP solutions could be one of the cloud solutions that need to be deployed as soon as possible. Another one that we are seeing as an integrator, for example, is loyalty. Salesforce has a loyalty cloud that is just at the beginning of its development. This is imperative to be developed better than it's currently now.
An additional feature needed for the next release of Marketing Cloud would be better capacity for personalization. They have many third-party tools such as interaction studio or CDP, and you want to see more connectivity. When you go from another vendor, it is necessary to implement changes and to integrate with your ecosystem. We are waiting for more integration.
For how long have I used the solution?
I have been using the solution since 2018.
What do I think about the stability of the solution?
The stability of the solution looks really great.
What do I think about the scalability of the solution?
The scalability is incredible. Almost three upgrades per year with very, very nice functionalities. This solution is covered by Salesforce.
How are customer service and support?
The technical support for Salesforce is good, but sometimes it's hard to contact them. When you open a ticket, you always get an answer, but there is room for improvement in that area.
Which solution did I use previously and why did I switch?
I have used solutions by Oracle and Microsoft, but they are far from this solution. Very far. Oracle and Microsoft are not at the same level. Microsoft is just for the SMB market, not big companies, and the scalability and performance are better than in Salesforce.
How was the initial setup?
The Salesforce solutions are quite complex to deploy. If you have to do many integrations with other data sources, it's quite complicated, but they have a very good web service and if you know whatever you're doing, it's easy to do. But for a person that is trying to deploy himself, it's quite complicated. It's not normally plug-and-play.
The length of deployment depends on the cloud that you're implementing, but normally for a large company, deployment would normally be more or less three months. It depends on the integration with your own system, for example, if you have any ERP such as SAP. Also the data model, then integration with marketing cloud. I'm talking about complex, complete deployment for the data model, such as marketing cloud solutions. Normally just three months to deploy this kind of infrastructure.
What about the implementation team?
We manage the deployments ourselves.
What was our ROI?
There is an ROI, but I cannot share any information related to KPIs. But there is a return on investment, and in many cases that we are implementing, the ROI is why.
What's my experience with pricing, setup cost, and licensing?
The licensing cost for the solution is on a yearly basis. If you are storing documents and you need more storage, it means more pricing or you have to move the storage to other clouds. To clouds such as Microsoft or Amazon.
What other advice do I have?
My advice is if you want a scalable solution, this is the solution, but it's necessary to have the support of a good partner to help deploy. You will need someone inside of the organization that has the knowledge to support the internal team.
I would rate the solution a nine out of ten. This is a very powerful and scalable solution. We can grow with the solution and they have many solutions around. For example, around CRM you have solutions related to integration, orchestration, personalization, support, analytics, and artificial intelligence. There's basically a solution for anything you need.
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.
Works
Eliminated multi-platform departmental dependency
What is our primary use case?
A powerful platform with robust features — for a seamless one-tool solution.
How has it helped my organization?
- Eliminated multi-platform departmental dependency
- Helped in the controlled sales cycle.
What is most valuable?
Options with API and cross-platform connectivity.
What needs improvement?
Data protection and region specfic customization.
For how long have I used the solution?
One to three years.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Head Of Consulting at Acurus
Highly scalable, basic features easy to use, but priced high
Pros and Cons
- "The most valuable features of Salesforce Marketing Cloud are the ease of use of the basic features."
- "If you want to use advanced features in Salesforce Marketing Cloud, they are extremely difficult to use."
What is our primary use case?
We use Salesforce Marketing Cloud for the opportunity, lead, and contact management.
What is most valuable?
The most valuable features of Salesforce Marketing Cloud are the ease of use of the basic features.
What needs improvement?
If you want to use advanced features in Salesforce Marketing Cloud, they are extremely difficult to use.
For how long have I used the solution?
I have been using Salesforce Marketing Cloud for approximately two years.
What do I think about the stability of the solution?
Salesforce Marketing Cloud is stable.
What do I think about the scalability of the solution?
The scalability of Salesforce Marketing Cloud is very good. We have five users that are using this solution.
How are customer service and support?
I have not contacted the support from Salesforce Marketing Cloud.
Which solution did I use previously and why did I switch?
I have not used another solution previously.
What was our ROI?
We haven't seen a return on investment using Salesforce Marketing Cloud. We're investing more into it to advance our marketing capability at the moment but we've not seen that return on investment to date.
What's my experience with pricing, setup cost, and licensing?
Salesforce Marketing Cloud is a highly expensive solution, it needs to be less expensive. We are on an annual license to use the solution.
What other advice do I have?
I would recommend Salesforce Marketing Cloud to others, it fits a certain hole in the organization's CRM capability. It depends on the size of the organization and how much money they have to spend because it could be very expensive.
I rate Salesforce Marketing Cloud a six out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Director South EMEA at Veracode
Scalable CRM used for reporting, pipeline generation and forecasting
Pros and Cons
- "We use this solution for reporting, pipeline generation, and forecasting."
- "This solution could be more user-friendly."
What is our primary use case?
We use this solution for reporting, pipeline generation, and forecasting.
What needs improvement?
This solution could be more user-friendly.
For how long have I used the solution?
I have used 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 response from the customer service team could be faster and the agents could be more knowledgeable.
How was the initial setup?
The initial setup is straightforward but using the solution as a user for the first time is complicated.
What other advice do I have?
I recommend this solution for large companies compared to smaller ones.
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.
Regional Sales Engineer at a computer software company with 501-1,000 employees
Intuitive, real-time reporting, and it meets with all of our data requirements
Pros and Cons
- "It's a software-as-a-service solution. Everything is managed centrally from the cloud. As far as I can tell, installation is relatively simple."
- "The performance is sometimes sluggish, but I think that's to be expected with a heavy CRM tool because they're running reports in real-time on the data that you have entered."
What is our primary use case?
CRM stands for customer relationship management. The CRM contains all of the customer data requirements, contacts, projects, and support issues.
What is most valuable?
As a user, I believe it meets our requirements.
What needs improvement?
The performance is sometimes sluggish, but I think that's to be expected with a heavy CRM tool because they're running reports in real-time on the data that you have entered. Since it's a global tool, I am sure all businesses use it in some capacity.
It's a heavily loaded tool. Whenever you're retrieving any data that's being retrieved on live data, keep that in mind. It's only as good as your data. If you have a lot of fields on your page that you want to load, it will take a minute or 30 seconds to load. But it's just that now that we live in the 2.0 world, everything is sort of there for you right away. So it feels a little slow in that regard, but I suppose there's not much else they can do at this point.
For how long have I used the solution?
I have been working with Salesforce Marketing Cloud for three years since I joined the company.
As it's a cloud-based solution, it is always the latest version that we are using.
What do I think about the stability of the solution?
I don't have any issues with the stability of Salesforce Marketing Cloud
What do I think about the scalability of the solution?
We have 200 users in our company.
We intend to increase our usage, but not massively.
How are customer service and support?
I have not contacted technical support.
Which solution did I use previously and why did I switch?
I have not used a different CRM solution.
How was the initial setup?
It's a software-as-a-service solution. Everything is managed centrally from the cloud. As far as I can tell, installation is relatively simple.
Based on my previous technical experience, I would say that you can install it yourself. You would need a Salesforce administrator, or a dedicated person to do it, but it's a fairly intuitive tool.
What about the implementation team?
The Salesforce team creates a tenant for us that is separate from their other customers. And we are benefiting from their SaaS solution.
What's my experience with pricing, setup cost, and licensing?
It is a license per user. There could be a minimum limit, but I'm pretty sure it's a per-user license.
What other advice do I have?
I'm a user, not an administrator, so I wouldn't know much about the features, but the ones we use work fine.
I would definitely recommend this solution to others who are interested in using it.
I would rate Salesforce Marketing Cloud a ten 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.
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