They are total rip off artists. That 'service' section that is $6.5B, that is because you are not allowed to customize the software to your needs. Since every Salesforce install has to be custom, then march in the Salesforce consultants who are often far less skilled than the developers you have right down the hall to try and (usually fail) to solve all the problems you didn't have until you spent all your money on Salesforce.

How do I know this? Three reasons, we had a zombie consultant who was friends with the boss finagle him into buying Salesforce. Years later the zombie consultant left because he was 'set up to fail' when every demo and milestone of the project failed. My wife's company attempted, multiple times, to get their monies worth. And I have worked for one of their competitors.

If you value money, not waiting 30 seconds for a backend query to finally put values into your webpage, a modern interface, and developers that know what they are doing, avoid Salesforce like the plague.