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.