4 Biggest Myths on the AppExchange

The Salesforce AppExchange has reigned supreme for many years. Mirroring Apple’s App Store format, Benioff had a vision that apps to extend the Salesforce platform should be easy to browse, compare, and install. At the time, BusinessWeek called it the “eBay for business software”, and Forbes called it the “iTunes of business software”. 

If you ask the average Salesforce Admin or user, you will hear mixed reviews about the apps they’ve installed. This article was originally published in 2016 by Jeremy. Those six years have passed fast, as I still remember the article ruffling some feathers. I would like to emphasize that neither this article nor the original is a negative perspective about the AppExchange – it serves to debunk the misleading assumptions that can be passed around.

The Salesforce AppExchange

Although the Salesforce AppExchange is mirrored on the App Store, did you know Benioff actually gifted the term “App Store” to Steve Jobs? Launched in 2005, the AppExchange’s 20th birthday is approaching – take a look at it then (2005) and now (2023).

There’s no doubt that the Salesforce AppExchange has grown to be a highly successful enterprise technology marketplace (if not the most successful):

• 7000 apps and certified consulting organization (approx. 2,800 partner apps in 2016)
• 11.2 million installs (approx. 3.5 million in 2016)
• 90% of the Fortune 500 using AppExchange apps (85% in 2016)
• 91% of Salesforce customers using AppExchange apps (79% in 2016)

Source: What is the AppExchange

Myth 1: Native Apps are Always The Best Option

You may hear that Salesforce-native apps are the only ones you can trust. Native apps are built on the Force.com platform, make use of Lightning Web Components, as well as Salesforce objects (so it’s never a siloed application). 

On the other hand, non-native apps are not built on the Force.com platform and integrate with the Salesforce platform (via plug-in-and-play connectors). These may be perceived as ‘riskier’ because they require one, or several integration points. 

Note: API calls are limited (according to the edition you have). 

Famous non-native Salesforce apps: 

• Conga Composer (once the most popular Salesforce app of all-time)
• DocuSign
• FormAssembly
• Xactly
• …and thousands more!

Myth 2: Salesforce Data is not Secure Outside of Salesforce

Tell this statement to Salesforce partners with thousands of clients connecting with Salesforce, and who have had zero issues with data security. Don’t be subjected to fear-mongering. Any successful enterprise software platform is going to have airtight security – one client data leak will equal millions of dollars in litigation. 

You shouldn’t trust your data with just anyone, but there’s a difference between due diligence, and automatically discounting many highly reputable vendors out there. Some research will prove that non-native vendors adhere to the highest levels of security (just like Salesforce does). 

Salesforce announced a partnership with Amazon, which positioned Amazon Web Services (AWS) as the preferred cloud provider for Salesforce data hosting. This idea has only gained traction with the introduction and planned expansion of Hyperforce. 

In fact, multiple Salesforce products rely on AWS – including some Salesforce Einstein features, Heroku, and Government Cloud.

You’ll find highly reputable third-party app providers that use infrastructures, like AWS, to store their client data. 

Note: AWS is where Apple, the CIA, and Heroku choose to store theirs too.

The next time someone tells you that your Salesforce data can’t be trusted with anyone beyond the Salesforce platform, tell them that even Salesforce disagrees!

Myth 3: We’re a Top Reviewed App on the AppExchange

There’s been some contention over what drove the rankings in lists, such as “most popular”. The AppExchange seems to have squashed those somewhat questionable listings by making the AppExchange an authenticated web experience (i.e. you log in with your Trailblazer ID). As a result, the platform can make targeted recommendations (vs. only a simple “pay to place” interface). 

Previously, the “most popular” list received criticism. Free and cheap apps were ranked highly (no. installs), which masked superb apps that did not have as many downloads.   

We can all agree that since 2016, the situation has changed for the better. New lists include: Pick Up Where You Left Off, Inspired by Your Searches, Because You Browsed X, and Sponsored Solutions. 

‘Popular’ doesn’t always correlate to quality. Take a popular app category and its ratings – see, there are some big names on the list; however, not always with flawless star ratings.

Check Ratings (AppExchange/G2 Crowd/Capterra)

Having a consistent 5-star review score should be the only indicator you need to judge an app by. However, remember to consider the following factors:

• Are the reviews recent? 
• Are the reviews sourced from companies that range in size and industry (or at least match yours)? 
• Check out other sites, such as G2 Crowd, Capterra, and others. These are complementary sources that request reviews in a positive or negative structure. Therefore, you tend to see more context into the good and the bad (and maybe even the ugly).
• In my experience, the most flawed of AppExchange ratings are consultancies. Once they complete a project successfully, they won’t even mention the AppExchange to their clients. This is one of the reasons why you’ll find a flood of 5-star reviews for many consultancy listings on the AppExchange.

Myth 4: Salesforce is Our Investor 

Sure, Salesforce Ventures investment is a huge vote of confidence. These are promising vendors for whom Salesforce wants to take their support a level further – with investment. You may be familiar with some vendors, including Qualified, Copado, Salto, AppOmni, Odaseva, Threekit, Workato, Outreach, and many more (see the full list here). 

However, that’s not the ultimate badge of honor, as other top-notch vendors seek investment from countless other, reputable sources – or are successfully bootstrapped! 

So, “Salesforce is our investor” doesn’t mean, ”We got an investment in our company, not our competitors”.

Summary: Democratizing the Salesforce App Landscape

Being native, having positive reviews and Salesforce Ventures as an investor are, of course, not bad things. In fact, these prove that you are a reputable organization. The point of this article is not to take statements at face value, especially when they are being spun up into trump cards.

When reviewing a Salesforce app, avoid judgment based solely on these criteria. Other types of evaluation (e.g. case studies, testimonials, recommendations) will lead you to find a suitable fit for your organization. In fact, this is a challenge that InVisory stepped up to solve with their “Gartner style” advisory for the AppExchange. Platforms like InVisory will help to level the playing field, sorting the worthwhile from the hype.