Comparing Experience Cloud Pricing Tiers: Which One is Right for Your Business?
Experience Cloud is a fantastic tool for crafting personalized interactions, streamlining workflows, and boosting partner engagement. However, navigating the Salesforce Experience Cloud cost structure can take time and effort.
This guide will break down the key factors that affect Salesforce Experience Cloud pricing, so you can ditch the budgeting mystery and focus on creating awesome customer experiences. We'll cover things like license types, number of users, and how much customization you want to throw in – basically, everything you need to know to plan your budget without the fluff.
Key Factors Influencing Salesforce Experience Cloud Pricing
Salesforce Experience Cloud licenses are offered at different prices, ranging from $5 to $35 per user per month. However, the total cost can vary significantly based on several factors. Here’s what influences the Salesforce Experience Cloud cost:
Choice of products
Editions
Number of users
Level of customization
Salesforce Experience Cloud Pricing: A Detailed Cost Breakdown
Making license-related decisions can be challenging with multiple subscription models, editions, offerings, and features (and their usage conditions). Here are a few key elements to better understand the costs of Salesforce Experience Cloud.
#1 Subscription Models (Per User vs Per Login)
Experience Cloud is available in two subscription models, per-user and per-login, allowing businesses to select the model that best fits their usage patterns. While the per-user subscription model is ideal for dedicated users with frequent access and specific roles, the per-login model is best for communities where members rarely log in.
#2 Experience Cloud Solutions and their Pricing
Salesforce Experience Cloud offers three primary types of solutions: Self-Service, Partner Relationship Management, and External Apps. Each offering has different editions which can be availed at a suitable pricing plan.
For instance, if you want to build a digital experience for a self-service portal, be it a customer forum or an Experience Cloud site, you can start by selecting a Service Cloud edition. While some editions already include Self-Service functionality right out of the box, you can easily add Self-Service by choosing either of the below plans.
i) Customer Community edition, priced at $2 per login or $5 per member per month
ii) Customer Community Plus edition, priced at $6 per login or $15 per member per month.
For businesses that want to empower indirect sales teams such as distributors, resellers, and brokers, the Sales Cloud Partner Relationship Management solution is the way to go. This complete channel management solution is offered at $10 per login or $25 per member per month.
If you want to build custom portals or sites for your brokers, dealers, and partners and integrate external systems and data, consider External Apps, another popular Experience Cloud offering. This comes at a price point of $15 per login or $35/per member, making it the most expensive (and feature-packed platform, too).
#3 Solutions vs Top Features: A Price Comparison
Now that you know about different subscription models, Experience Cloud Editions, and their price points, it's time to check out what each of these editions offers. Use this feature comparison section to decide which features or editions may be suitable for your use case.
Self-Service
Feature Comparision in Self-Service Editions( Source: Salesforce)
As you can see, both Customer Community and Customer Community Plus editions share some common features. This includes:
Digital Experience Management - Create personalized experiences for individual users utilizing CRM data.
Customer Service and Account Portal Template - Build a portal or community fast with preloaded templates with this functionality.
Knowledge - Offer customers quick access to answers from the knowledge-based your agents use.
Case Management -Manage the entire customer lifecycle from a single system.
Lightning Flow Automation- Guide customers step-by-step through any business process.
Service Catalog- Expose service catalog items directly onto a customer portal.
Besides these standard features, three additional features are only accessible with a Customer Community Plus edition license. This includes:
a) Roles and Sharing
b) Custom reports and Dashboards
c) Delegated administration
So, if you’re not okay with limited roles and sharing, want to customize reports and dashboards, and like the idea of delegated administration, consider purchasing the Customer Community Plus edition. On the contrary, the Customer Community edition should go well if you can compromise on these features.
2. Partner Relationship Management
Partner Relationship Management solution is another Experience Cloud offering, primarily for businesses with B2B and B2C commerce partners. You can choose the pricing model that best fits your needs:
$10/Login: Ideal for teams with a specific number of partner users.
$25/Member: Perfect for organizations with a dynamic partner network.
Unlike Self-Service editions, there is only one edition of Partner Relationship Management. Here is a list of features you can access with your Sales Cloud Partner Relationship Management edition:
Digital Experience Management - Craft unique experiences using CRM data and any content source.
Partner Central Template - Launch a pre-built portal with a native CRM connection for CRM data such as accounts and deals.
Lead Distribution and Deal Management - Easily manage lead routing and allow partner deal registration.
Marketing Development Funds - Manage financial incentives for partners with automated fund requests, approvals, and claims processes.
Campaigns - Extend pre-built campaigns and help partners build, track, and analyze their marketing efforts.
Channel Analytics - Track partner journeys, measure engagement, and provide reports and dashboards to help your channel drive sales.
Programs and levels - Customize channel programs, incentivize partners, co-create account plans, and track KPIs - all with an easy-to-use wizard.
Partner Relationship Management Features and Pricing (Source: Salesforce)
3. External Apps
External app solutions are primarily used for building custom portals, sites, and apps for customers and partners. Available at a price point of $15/login or $35/member, this solution offers more features than the above two we discussed so far.
Here’s the list of features you can get with External Apps:
Digital Experience Management - Craft unique interactions for each user using CRM data, targeted workflows, and any content source.
Low-code Builders and Platform- Build and tailor every experience with clicks and low-code tools, automating processes for efficiency.
Identity for Customers and Partners- Streamline access for customers and partners with secure identity management.
Additional Integration and Development Capacity- Build data-rich, highly tailored experiences with custom objects, data storage, file storage, and API integrations.
Partner Relationship Management- Quickly engage all your independent channel partners with Salesforce PRM, and continue to customize their experience.
Case Management - Manage all customer support interactions from one central location.
Roles and Advanced Sharing- Boost partner and customer efficiency with defined roles and data access permissions.
External App Features and Pricing (Source: Salesforce)
#4 Customization and Add-Ons
Beyond the initial setup, customizing Salesforce Experience Cloud can add to your costs. From requiring custom forms for lead generation to integrating Experience Cloud with external systems, the need for customization can be a lot more than you might be thinking (however, it’s worth the change considering the ROI you’ll get).
Besides customization, you may also require some add-ons which are products that extend the capabilities of the core products in different ways. For example, a customer that has purchased Sales Cloud to help transform the organization’s sales team effectiveness might need to add Salesforce CPQ, a configure-price-quote tool, to help the sales teams deliver contracts more effectively
💡Check out this Salesforce add-on document for a comprehensive list of Experience Cloud add-ons and how much they cost. This will help you plan your budget better as you start implementing changes with your certified Experience Cloud consultant.
Strategies for Cost-Efficient Salesforce Experience Cloud Implementation
Salesforce Experience Cloud offers a powerful platform to build engaging digital experiences, but controlling costs is crucial. Here are some strategies to ensure a cost-efficient Salesforce Experience Cloud implementation:
#1 Optimizing License Usage
Don't pay for features your team doesn't use! Here's how you can optimize Experience Cloud licenses and keep your project on a budget:
Know Your Users: Document user roles and permissions. This clear picture helps assign the right license tier to each user, ensuring they have the tools they need without unnecessary bells and whistles.
Role-Based Access Control (RBAC) is Your Friend: Implement RBAC to grant users access based on their specific job duties. This ensures data security while ensuring everyone has the tools they need to be productive.
Stay Compliant, Stay Savvy: Review and adhere to Salesforce licensing agreements. This not only keeps you compliant but also helps you optimize license utilization.
Regular Reviews are Key: Don't let unused licenses drain your budget. Schedule regular audits to identify inactive features and adjust license tiers accordingly.
#2 Evaluating Return on Investment
To measure the ROI of Experience Cloud implementation, assess the effectiveness of features such as partner communities, support services, and HR management. By determining the value these features bring to the business, you can ascertain whether the investment in Salesforce Experience Cloud is paying off in terms of customer satisfaction.
If you are not confident of doing it yourself, work collaboratively with a Salesforce Experience Cloud Implementation Partner who will help you define your business goals and prioritize functionalities that will improve your key metrics. This data-driven approach will ensure a clear return on investment (ROI) for each implemented feature.
#3 Embracing Best Practices
Salesforce recommends best practices to streamline Experience Cloud implementation and minimize costly rework. By adhering to these guidelines during design, development, and data management, you can ensure a smooth and efficient process. This will not only save your valuable time and resources but also minimize the potential for disruptions that can inflate the budget.
Alternatives to Salesforce Experience Cloud
While Salesforce Experience Cloud offers a plethora of benefits, there are alternatives available in the market that might better suit certain business needs. This includes:
#1 Titan
Titan is a no-code platform alternative to Salesforce Experience Cloud, offering customizable web apps and portals. With Titan, you can create tailored portals and apps with dynamic layouts for various devices, similar to what you can do in Experience Cloud.
Moreover, Titan Web presents a similar user experience to Salesforce with its drag-and-drop functionality, while also providing additional flexibility and cost savings compared to custom development, making it a great value proposition for CRM users.
#2 CRMJetty Salesforce Portal
CRMJetty Salesforce Portal is a user-friendly alternative to Salesforce Experience Cloud, offering customizable web portals seamlessly integrated with Salesforce data. It enables real-time configuration of layouts and themes without coding and optimizes user experiences across devices with device-specific layouts.
The platform supports customizable features like user registration, profiles, and dashboards. CRMJetty also simplifies content management and seamlessly integrates third-party applications for enhanced functionality, including CRM data handling.
Real-Life Examples of Salesforce Experience Cloud Implementation
Several companies across different industries have successfully implemented Experience Cloud, and have achieved remarkable results. ‘Crocs’ is one of the first companies to use Experience Cloud (powered by Salesforce Customer360), a new way for companies to connect their Salesforce apps to deliver a unified cross-channel experience. Similarly, Snapchat is leveraging Salesforce solutions including Experience Cloud to enhance its efficiency and revenue opportunities.
Tech giant IBM uses Salesforce Experience Cloud sites and portals to provide a comprehensive and robust support system for its users. Many state governments including the Government of Illinois are utilizing the platform to reach customers and provide them with various benefit schemes. Besides these companies, popular websites such as Shutterstock and SportsLine are also leveraging Experience Cloud to manage interactions with customers, partners, and employees.
Tips for Choosing the Right Salesforce Experience Cloud Pricing Plan
Here's how you should choose the right Salesforce Experience Cloud pricing plan
Understand Your Community Needs: Before selecting a Salesforce Experience Cloud plan, it's important to understand your organization's community requirements. Consider factors such as the size of your community, the level of customization needed, and the types of interactions you want to facilitate.
Explore Features: Salesforce Experience Cloud offers various features to build, customize, and manage communities. These include custom branding, content management, collaboration tools, access control, and integration with Salesforce CRM and other systems. Evaluate which features are essential for your community's success.
Review Pricing Options: Salesforce offers different pricing tiers for Experience Cloud, depending on your organization's needs and budget. Plans typically vary in terms of user licenses, storage limits, and additional features. Compare the pricing options to determine which plan aligns best with your requirements.
Consider Scalability: Choose a Salesforce Experience Cloud plan that can scale with your organization's growth. Ensure that the plan allows for increasing the number of users, adding new features, and expanding community capabilities as needed.
Evaluate Integration: If your organization already uses Salesforce CRM or other Salesforce products, consider how well Experience Cloud integrates with your existing systems. Integration capabilities can streamline processes, improve data consistency, and enhance the overall user experience.
Assess Support and Training: Look into the support and training resources provided with each Salesforce Experience Cloud plan. Consider factors such as access to customer support, online documentation, training courses, and user communities to ensure your team can effectively leverage the platform.
Explore Success Stories: Research case studies and success stories of organizations that have implemented Salesforce Experience Cloud. Learn from their experiences and best practices to understand how the platform can drive value for your organization.
Take Advantage of Trials and Demos: Salesforce offers free trials and demos of Experience Cloud to help you explore its capabilities firsthand. Take advantage of these opportunities to test the platform, experiment with different features, and gather feedback from key stakeholders.
Conclusion
In this blog post, we took a comprehensive look at Salesforce Experience Cloud, exploring its features, pricing, and benefits. We also discussed the key factors influencing its pricing, compared the pricing plans and features, and provided tips for cost-efficient implementation.
We also highlighted some real-life examples of Salesforce Experience Cloud implementation and discussed alternatives like CRMJetty Salesforce Portal. Understanding these aspects will certainly help you make an informed decision about whether Salesforce Experience Cloud is the right solution and which plan best suits your needs.
If you're looking to maximize the potential of this powerful platform, leveraging Salesforce Experience Cloud services can be a game-changer. Need assistance for your project? Get the most out of your license with Concretio's Certified Experience Cloud Consultants.
-
Here are some tips to cost-effectively get Salesforce Experience Cloud:
1. Start Small: Begin with the features you need most. Salesforce Experience Cloud offers tiered pricing based on functionalities like Customer Community ($2/login or $5/member/month) and External Apps ($15/login or $35/member/month). This lets you scale up as your needs evolve.
2. Focus on Self-Service: Use Experience Cloud to empower customers and partners with self-service options like knowledge bases and FAQs. This reduces support workload and saves costs.
3. Consider Alternatives: Explore open-source solutions or other CRM platforms with community features if your needs are basic.
-
Yes, Salesforce Experience Cloud is worth the investment if you want to build thriving communities or self-service portals with digital experiences that are second to none.
-
Salesforce Community is a subset of Experience Cloud specifically designed for building online communities for customers or partners. Experience Cloud on the other hand offers a broader range of functionalities for building custom-branded portals or applications beyond just communities.
-
The cost to implement Salesforce Experience Cloud involves two main factors:
1. Licensing: The licensing cost depends on the edition you are choosing and the number of users.
2. Development: Additional costs may arise if you need to customize the Experience Cloud platform to fit your specific needs. This can involve internal development resources and external consultation fees.
Related Reading
Let’s Talk!
Have some queries? Drop a note below to move forward with the conversation 👇🏻
