Head of CRM & Marketing Automation at Mountainise
Certified CRM Consultant with 10+ years of experience in Salesforce, HubSpot, and Marketing Cloud implementations.
Choosing the right enterprise software can make or break your operations. Salesforce and ServiceNow are two of the biggest names in the market, but they serve very different needs.
Salesforce CRM holds over 22% of the global CRM market, according to Statista’s report. It powers customer relationships for over 150,000 businesses worldwide, including major brands such as Amazon, Toyota, and Unilever.
ServiceNow, on the other hand, dominates the IT service management (ITSM) space. As of 2024, it controls nearly 40% of the ITSM market, supporting over 7,700 enterprise customers, with many in finance, healthcare, and government.
So which one is right for you?
This guide breaks down the core strengths of both platforms, compares features, use cases, and costs, and helps you decide which tool is better suited to your business challenges, whether it’s managing customers or streamlining internal systems.
Key Takeaways
Salesforce partners are companies trained and approved by Salesforce to help businesses use its tools. These partners know how to set up, change, and manage the system. They help with planning, building, and improving how Salesforce works for your team.
There are two main types:
Some companies do both. They can build your system and teach your team how to use it well. These experts can save you time, money, and stress.
Salesforce is the world’s most widely used customer relationship management (CRM) platform. Its core strength lies in helping sales, marketing, and support teams track customer interactions, automate outreach, and close deals faster.
Companies use Salesforce to:
It’s trusted by organizations of all sizes, from startups to Fortune 500 companies. Brands that want to strengthen customer relationships, boost conversions, and improve team productivity often choose Salesforce Implementation Services.
ServiceNow specializes in IT Service Management (ITSM). It helps companies manage incidents, automate workflows, and run internal operations more efficiently.
While it originated in IT, ServiceNow has expanded into HR, finance, legal, and field service operations, providing teams with a single platform to automate repetitive tasks and streamline approvals.
Businesses use ServiceNow Implementation Services to:
ServiceNow is ideal for large organizations with complex internal systems, especially those looking to replace manual processes with structured, automated workflows.
Feature | Salesforce | ServiceNow |
CRM Capabilities | Industry-leading CRM with advanced tools for sales, service, and marketing. | Basic CRM functionality; not its core strength. |
ITSM Capabilities | Limited IT support tools; mainly focused on external customer management. | Core strength. Manages IT tickets, incidents, and service catalogs. |
Workflow Automation | Strong automation with Flow Builder and Process Builder tools. | Powerful automation engine across IT, HR, legal, and facilities workflows. |
Customizability | Highly customizable through AppExchange and custom coding (Apex). | Also highly customizable using low-code/no-code tools within the platform. |
User Interface | Modern, intuitive dashboard with AI-powered insights and drag-and-drop tools. | Clean interface tailored for process-driven tasks; less visual customization. |
Mobile Support | Salesforce mobile app supports full CRM access on the go. | Mobile access is available; best for approvals and ticket updates. |
Salesforce is known for its powerful integration capabilities. It connects with over 3,000 third-party apps via the Salesforce AppExchange, the largest B2B app marketplace in the world. From email marketing tools like Mailchimp to ERP systems like SAP and Oracle, Salesforce can plug into nearly every major business system.
Salesforce also supports:
For businesses that rely on multiple tools, Salesforce CRM ensures smooth communication between departments, improving data flow and team collaboration.
ServiceNow also integrates well, particularly with IT, HR, and security tools. Its IntegrationHub allows teams to connect systems like Microsoft Azure, Workday, Jira, and cybersecurity platforms. It supports both out-of-the-box connectors and custom workflows using low-code design.
ServiceNow excels at syncing backend systems that manage tickets, approvals, and operational tasks. It reduces manual handoffs by creating automated end-to-end service workflows.
Many enterprises use both platforms together, Salesforce for managing customer-facing processes, and ServiceNow for handling internal services.
For example:
This type of integration helps break down silos between departments and improves response times.
A global bank utilizes Salesforce Services in San Francisco to monitor client interactions and manage the sales of financial products. When a customer raises a technical issue, the request is logged, tracked, and resolved in ServiceNow by the IT team. The data is synced back to Salesforce, so relationship managers stay informed without switching systems.
Salesforce and ServiceNow serve different parts of the enterprise. Knowing where each one excels helps businesses avoid costly mismatches and get faster returns on investment.
Salesforce is purpose-built for customer-facing teams. Its tools are designed to help businesses attract, engage, and retain customers.
Best Fit: Retail, e-commerce, finance, telecom, SaaS companies—any business where revenue depends on strong customer relationships.
ServiceNow is built for internal operations and service management. It helps departments run smoothly behind the scenes, automating routine work and reducing delays.
Key Use Cases:
Best Fit: Healthcare, manufacturing, education, logistics, government agencies—organizations that need strong operational support behind the scenes.
Salesforce offers flexible plans starting at $25/user/month for small businesses. For advanced needs, pricing climbs to $165 for the Enterprise plan and $330 for Unlimited. The top-tier Einstein 1 Sales plan runs $500/user/month, adding AI tools and deep sales engagement features.
ServiceNow it services management doesn’t list public pricing. Estimates suggest starting costs around $100/user/month, but actual rates depend on the number of modules and users. Businesses are encouraged to request a custom quote.
Both platforms scale easily with growing teams, but Salesforce is better suited for customer-facing teams, while ServiceNow scales well for internal service operations.
Start by writing down what your business needs. What do you want Salesforce to do? Do you need help with setup, training, or support? What problems are you trying to fix? When you know your goals, it’s easier to find a partner who can meet them.
What’s your biggest headache right now?
If so, Salesforce is the tool to bring structure, visibility, and speed to your customer engagement.
But if your problems are behind the scenes:
Then, ServiceNow is the platform built to solve those bottlenecks.
Your Need | Best Fit |
Sales tracking and forecasting | Salesforce |
Marketing campaign automation | Salesforce |
Customer support and case management | Salesforce |
IT service desk and ticketing | ServiceNow |
HR onboarding and internal requests | ServiceNow |
Cross-department workflow automation | ServiceNow |
Some enterprises get the best of both worlds by integrating Salesforce vs ServiceNow. For example, Salesforce CRM handles customer-facing activities, while ServiceNow manages internal service delivery. This setup seamlessly connects front-end actions to back-end responses.
Mountainise works closely with businesses to solve real problems using Salesforce and ServiceNow. If you need help setting up Salesforce, connecting it to your tools, or making sure your ServiceNow workflows run smoothly, we’ve got you covered.
Here’s what we do:
Want smoother systems and faster results? Book a free session now.
If your focus is customer relationships, sales growth, or marketing automation, Salesforce is the clear winner. However, if your biggest challenges involve IT service delivery, internal workflows, or operational efficiency, ServiceNow is designed for that purpose.
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Salesforce Managed Services provide ongoing support, maintenance, and optimization of your Salesforce platform. Instead of hiring a full in-house team, businesses can rely on a dedicated group of experts to manage everything from daily tasks to long-term strategy.
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Salesforce Managed Services provide ongoing support, maintenance, and optimization of your Salesforce platform. Instead of hiring a full in-house team, businesses can rely on a dedicated group of experts to manage everything from daily tasks to long-term strategy.
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