Tip #1- CRM is an Evolution, not a Revolution
Implementation will Take Longer than You Expect
If you are implementing Salesforce for the first time, it can take longer than you anticipate to fully configure and implement within your organization - and even longer before the users are fully trained and up-to-speed. Full implementation can take three to six months, including the planning and business analysis phases. During this time, you may be paying for licenses you are not using.
Purchase a Limited Number of Licenses During Implementation
Basic Configuration and Implementation can often be undertaken with only a few licenses in place. For example, you have 72 potential users ....(8 Sales Managers, 50 Salespeople, 10 Customer Service Agents and 3 Marketers). You can likely configure the system with only one user license for each ‘type’ of user. Choosing a pilot or test group of users will also help you to further flesh out the system requirements while not paying for licenses you are not ready to use.
Think Globally Where Possible
Many companies sell globally. You may have agents or distributors in other countries. Although you may not consider these groups to be part of your initial CRM users, you may realize you want to add them later. Therefore, taking this into account when designing the system and considering a global record approach will save on redesign and possible costly changes later.
Tip #2- Create Assignments for Potential Users
Ask Employees to Create Checklists
Identify Object Captains
While making changes to objects is a collaborative exercise, assigning ultimate ownership to an object, identifies someone to ensure fields and features are utilized or removed and that objects are properly maintained – including value list choices inside the object.
Use the ‘Five and Five’ Rule
Ask each Object Captain to come up with five critical questions they would like answered. For example, the Captain of the Lead object might ask for the following critical data points: Lead source, annual widget volume purchase, current competitive supplier, etc.
The questions can be different depending on the prospect segment so for example, if you are seeking new business from an active customer, the questions would likely be different than when talking to an inactive customer.
Each Question Should Have Only FIVE Answer Choices
For example, if asking ‘annual widget volume’ present values to check that identify volume levels of most relevance such as ‘over 1,000 widgets, 500-999 widgets, etc., as opposed to allowing free text entry. These ranges will help with indexing and reporting later.
Tip #3- Avoid Custom Development
Understand the Available Standard Functionality
We often see companies fail to use many available system objects such as Quotes, Entitlements, Projects, Assets, Content and Contracts (to name a few) that are standard features and could provide tremendous benefit.
Identify Possible Apps
Scheduling, project management, human resources, call-center integration and many other tools can now be found in easy to install and configure Apps that require no custom coding or development work.
Tip #4- Less is More
Our Experience is that Most Companies Use Fewer than 33% of Fields
Every Field Needs an Owner
Adding numerous fields for others you hope will fill in something is a wasted effort. Frequently, one manager may decide that another department 'should' update certain fields. A marketer may want information capture for all kinds of attributes which burdens a salesperson with data entry they will often refuse to comply with.
Tip #5- Data Management & User Training are Critical
Master Data Management Strategy
Comprehensive User Training
The landscape is littered with CRM systems that have been configured and pushed out to organizations with little or no training in how to use the system. Often, a system is rolled out at a national meeting, but with little one-on-one user training or follow-up to reinforce use.
The views and opinions expressed in this article are those of the authors. Examples cited in this article are only examples. They should not be utilized in real-world situations as they are based only on limited and dated open source information. Salesforce®, Salesforce1 Mobile App™, AppExchange®, Sales Cloud®, Marketing Cloud®, Service Cloud®, are trademarks of Salesforce.com, inc.
© 2018 Snowforce, LLC. All Rights Reserved – April 2018