“If you`re a new Salesforce customer, make sure you don`t overbought at the beginning,” says Dan Kelly, president of SF Negotiator, a contract negotiation team that specializes in Salesforce.com. “The assumption is always slower than you`d expect when introducing a new CRM platform, and it`s all too common for Salesforce`s sales team to overweight your contract for the first year, as it focuses exclusively on getting as much revenue as possible from your account.” Before you sign up with Salesforce on the dotted line, you should be aware that these integrations can be interrupted at any time in accordance with Section 4.2 of the Salesforce User Agreement. In the section entitled “Integration with non-SFDC applications,” it says that you have been negotiating with Salesforce for weeks or months and are trying to resolve a disagreement over the terms of the contract. If you are late in payments, perhaps because you think your agreement has been violated in one way or another, Salesforce may have a notification cancelling your contract – and all your data with. In other words, if you get stuck in a deal and you find out you need fewer features or users than you were originally sold, you`ll still pay for it. This is outlined in the Salesforce agreement under section 11.2, “Duration of acquired subscriptions”: essentially: negotiate, negotiate, negotiate. The good news here is that Salesforce is willing to discuss certain contractual terms, at least in advance. But once you sign up, you`ll be at the mercy of Salesforce`s legal team. When the first signing was made, Salesforce was not as expensive as in the last agreements we had with them,” says a former Salesforce user, who spoke to Nutshell on condition of anonymity. “At first they were reasonable, and they kept driving up our prices.” “We originally used Salesforce in a minimal way for email marketing automation, and they convinced us to update on Pardot, their marketing platform.
Naively, we signed a three-year contract on Pardot for a package of about $12,000 a year. The problem is that we also had to sign up for additional user agreements. And that`s where they really get you in the whole process, because now you`re stuck in those seats. Our business is a bit seasonal, so we need five or ten extra users during the summer months, but doesn`t need much in the other months. “I think sellers only have an incentive to include more users in agreements. That`s all from their point of view. We have tried to adapt the treaty, but they have always tried to distort it in their favour. It was always like this: `OK, you want to drop two users, we`re ready to do it. But we have to sign a new loan for another two-year contract for the four users you will keep. Salesforce remains the most well-known name in CRM software, but its billing practices, one-sided contracts and minimal user support can make them unfit for small businesses. Many Salesforce customers experienced considerable financial hardship and incredible frustration simply because they did not know what they were getting into. (We`re going to tell real horror stories in this article.) That`s why it`s so important to review their user agreements from all angles before committing to the agreement.