Salesforce.com offers the best available blend between software as a service (SaaS) and platform as a service (PaaS).
Salesforce currently offers 3 applications as a service:
- Sales Cloud : Customer relationship management application (CRM)
- Service Cloud : Customer service management application (CSM)
- Marketing Cloud : Marketing management application
These 3 applications are highly integrated with each other, but also perfectly usable on their own. All 3 of them have access to your company wide set of data inside Salesforce, offering a 360 degree view on your current and to-be clients.
Just as with any SaaS application, you can make various configuration changes to adapt the Salesforce applications to your needs and your company’s processes. But the line between configuring the application and adding additional functionality is very thin inside Salesforce.com. Using a point and click web interface you can add data fields to each object used in Salesforce, in order to be able to store the information that you want to use.
If you’re missing more than just a field on an object, you can create your own objects and define relationships between your own objects and the standard objects that come with the Sales, Service and Marketing Cloud. This opens unlimited possibilities to extend the existing functionality.