| Functionality | 10 <p>Salesforce is one of the most powerful CRMs on the market. Its core functionality will be more than sufficient for most companies, and it also offers advanced capabilities that should satisfy even the most complex enterprises.</p> | 3 <p>Twenty is more of a sophisticated customer database, rather than a CRM. It only offers basic features like contact storage, communication tracking, pipeline management, and task creation. However, it lacks email, call, analytics, and automation capabilities.</p> |
| Ease of Use | 1 <p>Salesforce has the steepest learning curve and most complex user experience out of all CRM experiences. Built for large sales teams, everything (e.g. editing pipeline stages, adding an opportunity) takes longer to get done. There are foreign terms for technically proficient, power users everywhere, especially in the automations modules. Be prepared to invest weeks to learn the basic operations, and months to master the advanced features.</p> | 8 <p>With minimal features and keyboard shortcuts, Twenty is generally intuitive and quick to navigate. However, some key workflows can be more complex for non-technical users. E.g. assigning a deal owner requires configuring "relation types" in the data model settings.</p> |
| Look and feel | 4 <p>Even with the latest Salesforce Lightning, the user interface still feels cluttered and dated compared to newer CRMs out there—it’s definitely not a joy to use.</p> | 8 <p>Inspired by Notion, Twenty feels modern and premium. Interactions are sleek, and pages load quickly (1-2 seconds).</p> |
| Customisability | 10 <p>With Salesforce's Apex programming language, you can customise almost anything you can think of - from user interface, sales workflows to how Salesforce integrates with other software.</p> | 9 <p>Being open-source, you can fully customize Twenty if you have the technical know-how. Even out-of-the-box, you can configure the data model, add custom objects, and create custom views. However, by default, it lacks some data storage types like checkboxes and formulas.</p> |
| Ease of Setup | 1 <p>Salesforce offers a self-serve free trial, but as an enterprise-focused platform, the initial setup is a lot more involved. Even the simplest configurations can take over 20 minutes, with basic tasks, like customizing pipeline stages, requiring more steps compared to other CRMs. Fully customizing and implementing Salesforce can take several months, and many teams end up hiring dedicated consultants or technical experts (at significant expense) to handle setup and data migration.</p> | 4 <p>Twenty offers a self-serve free trial. Thanks to Twenty's familiar spreadsheet-like layout, we found the initial setup to be extremely simple (taking <5 mins). You can connect your email with a few clicks, and all your contacts sync automatically. With that said, fully customising the platform can take a long time & technical effort, since Twenty's open-source nature means you can adapt Twenty to your exact business needs with code. </p> |
| Customer Support | 4 <p>Salesforce offers personalized Q&A through live chat, but it’s only available during business hours and often feels sales-y. We wish the coverage was greater and they held off on the upsell!</p> | 7 <p>You can contact support via live chat within the platform, with responses typically within an hour. However, its documentation is basic and geared more towards technical teams.</p> |
| Integratability | 10 <p>Salesforce has the most extensive integration ecosystem of any CRM. It offers pre-built integrations with nearly all the key third-party tools and provides a robust API for building custom integrations.</p> | 8 <p>Twenty CRM has no pre-built integrations; you'll need to use its API or Zapier. However, its API is flexible and powerful, enabling seamless integrations with most systems.</p> |
| Ease of Migration | 10 <p>Salesforce allows users to export most data via self-serve or via an API. Exports of key data to relevant 3rd party vendors are also available via pre-built integrations.</p> | 8 <p>You can export key information, including contacts and custom objects, to CSV. Its API also allows for seamless data export.</p> |
