Top 4 Reasons Why Salesforce is the Best CRM

Salesforce is one of the most widely used customer relationship management (CRM) platforms in the world, trusted by enterprises, small businesses, and public organizations alike. And for good reason, as it provides cloud-based tools for sales, marketing, service, analytics, and collaboration, all built to centralize customer data and improve business performance. 

In this guide, we’ll explore why Salesforce is the best CRM, breaking down seven specific reasons that explain its market leadership and continued relevance for companies seeking growth.

What is Salesforce?

Salesforce is a cloud-based customer relationship management (CRM) platform founded in 1999 and headquartered in San Francisco. It provides software-as-a-service (SaaS) applications that help businesses manage sales pipelines, marketing campaigns, customer support, and analytics. Companies in sectors such as finance, retail, healthcare, manufacturing, and technology use Salesforce to centralize customer data and streamline operations.

The platform operates on a subscription model, making it accessible for startups as well as global enterprises. Its cloud infrastructure removes the need for hardware investment and allows real-time access across devices. Salesforce also integrates with thousands of third-party applications through its AppExchange marketplace. 

To maximize these capabilities, many organizations collaborate with certified partners such as Think Beyond, highlighted among the top Salesforce partners in Poland, which you can check here: ThinkBeyond Salesforce blog Poland.

1. Customizable to Any Business

So, why Salesforce is the best CRM?

A major reason is its high level of customization.

The platform offers extensive customization options, allowing you to adapt workflows, data fields, and page layouts to match your specific business processes. You can modify dashboards, automate approvals, and set up role-based permissions without complex coding. Industries such as healthcare, finance, retail, and manufacturing use these tools to align Salesforce with their terminology and compliance needs.

The key customization options include:

• Configurable dashboards and reports
• Custom objects and fields
• Automated workflows and approval processes
• Role-based access and security settings
• Industry-specific templates and apps

2. Complete Suite of Features

Salesforce is a comprehensive CRM solution that offers a wide range of features covering all business needs throughout the full customer lifecycle.

As a CRM solution, it integrates sales, marketing, and service functions into a single platform. The platform includes tools for sales management, marketing automation, customer service, analytics, and partner relationship management.

Salesforce CRM is recognized as a leading platform for sales operations and is widely regarded as a top sales CRM for streamlining sales processes and improving lead engagement. Businesses can extend functionality with Salesforce AppExchange, which hosts thousands of third-party applications and integrations. 

Such an ecosystem allows companies to scale operations and connect Salesforce with existing software such as ERP systems, accounting tools, and e-commerce platforms.

The key features of this comprehensive CRM solution include:

• Lead and opportunity management
• Marketing campaign tracking and automation
• Case management and customer support
• Partner and channel management
• Customizable analytics and dashboards

3. AI for Smarter Decisions

Salesforce integrates artificial intelligence through its Einstein platform. 

What it does is automate routine tasks, provide predictive analytics, and suggest next best actions for sales, service, and marketing teams. This helps you focus on high-value activities instead of manual data entry or guesswork. Einstein uses machine learning models trained on your company’s data to deliver personalized recommendations and forecasts.

Main AI capabilities are:

• Predicting customer behavior and purchase likelihood
• Automating lead scoring and prioritization
• Generating insights from customer interactions
• Recommending personalized content and offers

4. Unified Customer 360 View

Salesforce centralizes all customer data into a single profile, often called the Customer 360 view.

Basically, you can track every interaction, transaction, and communication in one place — including with potential customers from the initial contact through to conversion. Sales, marketing, and service teams work from the same dataset, which improves coordination and reduces data silos. 

This unified approach also supports better personalization since every department sees the full customer history, enabling personalized experiences by consolidating data from multiple sources. The unified view helps deliver a personalized experience at every touchpoint, while service teams can provide personalized support by accessing complete customer histories.

The key elements of the Customer 360 view are:

• Contact details and account information
• Communication history across channels
• Purchase records and service cases
• Activity tracking and engagement metrics
• Shared access for cross-team collaboration
• Insights into existing customers for improved retention and cross-selling
• Tracking interactions with potential customers from initial contact through to conversion

FAQs

1. Why is Salesforce considered the best CRM?

Salesforce is considered the best CRM because it combines extensive customizability, a complete suite of sales, marketing, and service tools, AI-driven automation, and a strong global ecosystem. Its core products, Salesforce Sales Cloud and Sales Cloud, are specifically designed for sales teams, offering centralized customer data, lead management, real-time performance tracking, and robust reporting capabilities to drive business growth. 

Moreover, its cloud-based infrastructure provides real-time access and scalability for businesses of all sizes. As well as the Customer 360 view, which consolidates all customer interactions, creating a single source of truth that supports collaboration and personalization.

2. What makes Salesforce different from other CRMs?

Salesforce differs from competitors such as HubSpot, Microsoft Dynamics 365, or Zoho CRM through its vast AppExchange marketplace, advanced AI features under Einstein, and global partner network. Businesses seeking scalable and customizable CRM solutions often choose Salesforce for its flexibility and robust ecosystem. Salesforce provides sales teams with tools for collaboration and efficiency, such as lead management, opportunity tracking, and sales analytics, which help any sales team improve productivity and close more deals. Its ability to integrate with ERP systems, analytics platforms, and third-party applications further distinguishes it.

3. How does Salesforce support customization?

Salesforce allows customization of data fields, workflows, dashboards, reports, and user interfaces. Businesses can create custom objects, automate approval processes, and configure role-based permissions without advanced coding. Industry-specific templates and modules help sectors such as healthcare, financial services, and retail adapt Salesforce to regulatory and operational requirements.