Salesforce is not sold as a CRM though, and that's the problem. They position themselves as the do-everything-you-can-dream-of engine for your business' IT transformation. It's like it's rule 34 of the business word: If you can think of it, Salesforce has a checkbox on a powerpoint somewhere about it.
What this results in is that upper management sees all the features and capabilities in a flashy sales pitch, they close a deal with Salesforce (probably after some less-than-noble negotiation tactics deployed by SF salespeople), and then the mandate comes from the top: "We must implement Salesforce!" And all the tech people look awkwardly at each other not having the faintest fucking clue what that even means.
What this results in is that upper management sees all the features and capabilities in a flashy sales pitch, they close a deal with Salesforce (probably after some less-than-noble negotiation tactics deployed by SF salespeople), and then the mandate comes from the top: "We must implement Salesforce!" And all the tech people look awkwardly at each other not having the faintest fucking clue what that even means.