Salesforce can model almost any sales process you can describe. That is a real capability and it is why enterprises standardize on it. It is also why small teams who buy it often end up with an expensive, half configured system nobody enjoys using.
What it does well
Customization has no practical ceiling. Custom objects, fields, validation rules, approval flows and automation cover processes that other CRMs cannot express at all. Reporting is correspondingly deep.
The AppExchange ecosystem means an integration exists for essentially everything, and the partner network means you can hire expertise in any city in the US or Canada.
What it costs to run
The license is the smaller number. Someone has to administer it, and past about 20 seats that becomes a role rather than a favor. Reviews that describe Salesforce as a success almost always mention an admin, an implementation partner, or both. Reviews that describe it as a failure almost never do. That correlation is the most useful thing on this page.
Where it frustrates people
Per seat pricing is high and the useful features sit on the upper tiers. The interface is dense and new reps need training. Contracts are annual and priced up front, so the cost of being wrong is a year. Support is a paid add on unless you buy a premium plan, which surprises people.
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