Salesforce, are you listening?
Salesforce Exposé, Part 2
Yesterday, I published Salesforce Exposé, Part 1, where I examined 450+ reviews about the world’s most widely used mobile CRM. Basically, what we found was this: Salesforce sucks. More specifically, Salesforce1 crashes on the regular, freezes on a daily basis, has an incredibly confusing UI, doesn’t open half of the time… I could go on for a while here.
To quickly reiterate, after my boss at Enhatch put out a RFBP (Request for Blog Post), I started getting acquainted with Salesforce1's history from 2010 to date. This 2-part exposé is inspired by Peter Verillo’s tweetstorm from earlier last month. Here’s a glimpse into his train of thought:
Pete’s initial feeling was spot on: there are an overwhelming number of unhappy customer reviews, accompanied by a chunk of positive reviews from self-identified Salesforce developers. But there’s a huge number of 5 star reviews, almost all of which are based on phrases like “Awesome!”, “Great app!” and “Fab!”.
Meanwhile, the 1 and 2 star reviews are paragraphs long in length. These are customer stories that are bursting with detailed comments, complaints, recommendations, and pleas for Salesforce’s help. This discrepancy got us thinking…
Is Salesforce Inflating Its Own Reviews?
After analyzing hundreds of customer complaints, it strikes me as a little too coincedental that they’re immediately followed by a series of fluffy 5 star reviews that say nothing specific about the app.
Let’s begin by checking out the 1 star ratings.
The above synopsis of customer complaints is rife with detailed commentary from people who are pretty ticked off. They’ve articulated their emotions and made their needs, wants, and issues more blatantly clear to Salesforce.
Contrast the above reviews to the following, which were posted on March 16, 2015 (the date of the most recent update) and the reviews that followed over the next several days:
Interestingly enough, on the day of the release for the latest update, there are several 5 star reviews from people who seem to be over the moon about version 7.1. Convenient, Salesforce.
Even more convenient is that history seems to be repeating itself. On November 18, 2013, there were ten 5 star reviews in a row on the app store. Needless to say, this is sketchy. Here they are, consolidated:
Seriously? No.’s 120, 122, 124 are resemble marketing claims, not app store reviews. And our buddy glenstapo (No. 121) seems just a little too excited for what the surrounding customers have to report:
Earlier in the year, on February 28, 2013, there was a succession of eleven 5 star reviews. These are even worse:
Seriously, review #63 just says “Fab”.
Should these be construed as evidence of Salesforce inflating its own app reviews?
It’s not unheard of — recall the PR firm that had its interns post positive App Store reviews for clients? It’s one of several issues associated with reviews on the App Store — developers are known to flood app stores with positive reviews before even launching their apps. Salesforce’s 5 star reviews are certainly playing a role in boosting its overall rating in the App Store, which currently sits at 3/5 stars overall; the latest version has 2.5/5 stars (that is, until a *sudden* surge of *unplanned* 5 star reviews comes along).
While I can’t say whether or not Salesforce is making up its 5 star reviews, what I am positive about is Salesforce’s inability to listen to its customers and empathize with the needs of sales reps and managers. Reading through the reviews, it’s impossible not to feel as frustrated as Salesforce customers currently are.
Salesforce: all talk, no game
Time and time again, Salesforce proves that it could care less about what sales reps and managers think, want, and need. Worst of all, the company acts like it cares. Check out the company’s espoused value proposition.
Salesforce claims to be ‘customer focused’, but the customers seem to think otherwise. Let’s take a look at what the sales people have to say:
Doesn’t sound like these three feel that they’re able to follow their respective customers and budgets “at the same time from anywhere”, or that they’re paying a low price for the service. Furthermore, let’s not forget about the few people who the app actually worked for — but then failed on.
Hear that, Salesforce?
People depend on your mobile application.
Your customers are counting on you, and you’re letting them down.
At Enhatch, we’ve been listening for a long time — and we’re ready to deliver. Our team is focused on helping sales reps and managers conquer the complex sale. Interested in learning more about the mobile CRM that’s going to help you close more deals, faster? Get in touch with us — let’s have a conversation.
