If Salesforce’s record 33% YoY growth is any indication, enterprises of all types and all sizes are jumping on the customer relationship management (CRM) software bandwagon.
The success of a new Salesforce CRM implementation hinges on the due diligence put forth to prepare for it. It’s the company’s readiness that is the difference-maker between a successful and unsuccessful deployment. Salesforce implementation is not a simple flick of the switch, but rather a carefully thought-out process that carries you well after launch.
Here are a few best practices to help get you on your way:
1. Discovery
Every Salesforce implementation project starts with a discovery session. So, your main task is to identify user groups according to department, roles, regions, etc. Then, think about what your ideal processes look like. List all the restrictions or disadvantages of your legacy system — since Salesforce is much more powerful, you’ll be able to implement them in a way you like most.
2. Plan and prepare
Planning ahead is key to a successful Salesforce implementation. Steps for Salesforce implementation planning include:
- Framing team structure
- Resource planning
- Project methodology
- Defining a roadmap to achieve implementation goals.
- Project timeline
To improve participation and support, involve your staff members and key prospective Salesforce users to understand their needs and pain points. Irrespective of the method you choose, you must ensure all the issues are being addressed.
In the planning phase, organize a team and know the resources that you need before you start. This will allow you to better plan a successful salesforce implementation.
After deciding your implementation approach and requirements, you can start building the project timeline. There are two common approaches that companies follow: SCRUM and Waterfall approach. Irrespective of what you choose, there are numerous other variables that you must consider, starting with dependencies.
Once you’ve finalized a timeline for implementation, mark milestones on the same calendar. Major milestones can include database switch date, project completion date, etc. You can also add short-term goals to the timeline database and consistently achieving short-term goals can help you cross major milestones.
3. Development and testing
This is where the system’s rollout truly begins. Your team must ensure your system is up to Salesforce’s specifications, including tasks like configuring and running the system, migrating the data, setting up access levels and permissions, and so on.
To help streamline data migration, it’s a great idea to invest some time to clean up and organize your data before migrating from your legacy solution to Salesforce.
4. User acceptance testing
After the initial “alpha” testing, the system is ready to be tried out by their intended end-users — most likely your employees or co-workers. Their feedback and suggestions at this stage will prove crucial to adjust and polish the system’s final configuration.
5. Release
Pop the champagne! And give your co-worker’s the next day off.
6. User training
Education is an often-overlooked step. Releasing the Salesforce solution doesn’t mean the job’s done — users need to know how to use the platform to get the best out of it. Training and onboarding sessions are the most efficient ways towards quick system adoption. You may also consider a Salesforce advocate to break through your team’s resistance to change.
7. Develop a Post-implementation plan
Once Salesforce is live, you must start planning the next phase. The post-implementation plan includes the following:
- Release management
- Usability tests
- Building a feedback system
- Strategic long-term plan
- Developing a resource library, and more.
Salesforce releases updates 3 times a year in which cool new features can be added that improve its features and user experience. Release management must begin as soon as your initial Salesforce deployment is successful. Assign a team member to ensure that the post-implementation process is executed the right way.
Responding to user feedback and resolving employee-related challenges must be done frequently. Post-Salesforce implementation, the focus must shift from the technology to making end-users comfortable and addressing their needs and requests.
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