You are not getting the ROI you expected from the system. Never utilized all functions. Your employees are complaining and tell you that the system didn’t improve anything but actually make them more busy. You don’t have the visibility you expected to have. You think that salesforce failed. You are looking for a new partner already and replace salesforce.
Sounds familiar? Well, if you are reading this I do assume that some aspects of this might be true and you think you have problems with salesforce.I have good news for you! There is a high chance that the problem is not salesforce but on how it has been implemented.
Having said that, let’s take a look at some of the 3 most common root causes for failed implementations that I encounter in the market:
Expectations & No Clear Defined Goals
You expected salesforce to increase your revenue by 10% by getting more new customers and your employees will be more productive as they have more time available to spend with customers to increase customer satisfaction. So far, none of these have been accomplished and you think saleforce failed. Well, let me ask you, have these goals clearly been communicated with the team that implemented the system? I do not talk about your mentioning this on a side note in the pitch presentation (and let’s be honest, pitch presentations are just there to put honey around your mouth) but actually put your goals into written form and let the implementation team or your consultant build a process / system around your goals? If not, there is a very high chance that nobody is really aware what you expected from them and system.
The business goals need to be measurable and set right at the beginning (even before you purchase the software and services) to ensure that you made the right choice and the implementation team can translate your goals.
In a project such as this, it is very crucial that the person who is driving a project in relation to sales, service or marketing has both the business background and decision making power to push things forward. Too often I have seen companies making quick decisions and delegate the project to IT or a person that just happens to be free but doesn't understand anything from the undertaking. What you will end up is a technical sound system but not user friendly to work for business people. The only way to avoid this from happening is making sure you involve yourself or someone that you can trust to ensure the business goals, vision and way of work you have set will be translated correctly.
It seemed all so easy. Just pay salesforce and get someone to configure it for a week and let’s start using it. Wait what? The process doesn’t support the way we work? There are additional features I need to pay for? My requirements need to be customized which is huge implementation cost? Jackpot!
Don’t get me wrong, for small businesses you may be very well able to leverage on salesforce straight “Out of the Box”. But the bigger the business the more likely it is that you will need to adjust the system to work with process of your company (especially if you are operating in a country that is outside the US or Europe). Don’t forget, the best practice process that salesforce sells you in their Sales Cloud is based on a US software company from the 90s. If you expect that your people in Thailand will follow that process 1:1 will be not only painful but some people may not enter the necessary data in order to produce the information you need to make proper decisions.
Are you having a problem with your salesforce.com? Contact us and we will analyse together what the root causes are and how to fix them.