SALESFORCE RECOMMENDATIONS

Review the 7 Domains of Success for both Strategy and Roadmap to identify best practices and how to achieve them. Create and publish a firm 6 month roadmap and softer 12-18 month list of features / integrations to deploy including the title, short description, priority, business owner, Admin team owner, dev/testing/training/deployment dates, etc. As you begin to define and formalize key business goals and KPIs, it is important to map them to Salesforce capabilities and an implementation timeline. Hence, the overall roadmap should be reassessed and updated as these business goals/KPIs are defined.

WORK WITH US

ROADMAP

ROADMAPPING TOOLS:

  • Prodpad, Roadmunk, Wizeline

GOVERNANCE

CHANGE MANAGEMENT

Area: Executive Sponsorship

To help drive the success, growth, and adoption of Salesforce, consider naming a sole Salesforce sponsor and owner who can be the single point of escalation and decision making, who will advocate for the growth of the platform and resources.  This individual can champion Salesforce in the enterprise roadmap and enforce adoption.

Here are five small actions that you and other leaders in your company can take to help drive adoption:

  • Lead by example and use Salesforce
  • Build an Executive dashboard and reports and Management Dashboards and Reports with key KPIs and Metrics. Run Executive and Sales leadership meetings from Salesforce, reviewing key KPIs and metrics.
  • Meet regularly with all department leads to assess adoption, platform issues, items to add to the roadmap and to define priorities amongst competing objectives
  • Use Chatter to ask for status updates on Accounts, Opportunities, Cases, and/or other objects
  • Communicate the benefits for the users and the business

GENERAL BEST PRACTICES:

Area: Program Governance

Program Governance is an important element in ensuring the success of a Salesforce program. A good program will include:

  • Clear Roles and Responsibilities
  • Documented processes for Change Control, Requirements Gathering, Technical Specifications and Documentation.
  • Checks and balances between IT, Executives and the Business
  • An implementation roadmap that corresponds to the Salesforce vision and capabilities roadmap.
  • Steering Committees to help prioritize the program alongside Enterprise objectives.

BEST PRACTICES:

ACCELERATORS

Area: Certification

It is ideal to have at least one certified Salesforce Admin to direct and oversee partners and ensure configuration changes are done optimally.  Encourage some one to obtain certification(s) and budget time for this. Certification ensures that resources and consultants are current with Salesforce capabilities, as well as with changes with each Salesforce release. Verify certification for consultants or partners.

Leverage free Trailhead modules, paid in-class Salesforce University courses or the free online courses available through Premier Success.

Area: Premier Success

Premier and Premier Plus Success provides a valuable added resource to support your Salesforce teams. As you move forward with your Salesforce program, consider how these added resources could help you be more successful:

  • Training (Online Courses, Customizable Training Decks)
  • Accelerators – Short, focused engagements to speed up implementations
  • Developer Support and Admin+ Services

Leverage as many of the Premier offerings as you can, including Premier+ Admin Services and Developer Support. For training end-users, adapt Salesforce University training materials for your users to save you time and/or use Trailhead for training users!

Area: Security / SSO

Coordinate with IT to review the Security Best Practices & Workbook to ensure the right settings are configured. As a Salesforce best practice, it is important to implement security safeguards such as Single Sign On (SSO). Salesforce also recommends:

  • 2 Factor Authentication
  • IP Range Restriction
  • SMS verification

Review the Salesforce SSO documentation when you are at a point of moving from Salesforce Authentication to an SSO solution.

SECURITY BEST PRACTICES:

SALESFORCE SSO

Area: Sales

Following is guidance on 360 degree view on your Sales Cycle.

  • Account Planning: Establish Account Planning via Accounts and Contacts object, assign Ownership of Account Planning to Sale Rep and Track that Effectiveness via Executive Dashboards.
  • Opportunity Lifecycle: Standardize pipeline stages to your sales-process. Map forecast category to sales stages and establish Quotas to validate the forecast of your sales pipeline.
  • Productivity: Quote management and CPQ to digitize closure process and manage your Quote to Cash process.

BEST PRACTICES:

SALES PROCESS:

Area: Marketing

Read more about Campaign Influence and Campaign Hierarchies and determine if grouping campaigns in hierarchies is beneficial. Track Campaign ROI in Salesforce.
Review Pardot and Salesforce Campaign Best Practices Guides and leverage recommendations.

Good articles for KPIs:

CAMPAIGNS

PARDOT

JOURNEYS

Area: Reports and Dashboards/Analytics

From an Analytics perspective, here are key recommendations:

  • Ensure a Master Data Management strategy is in place to ensure enterprise wide data quality and integrity
  • Ensure that the corporate data warehouse is properly seeded to ensure analytics support KPI/Metrics reporting
  • Tie Analytics to action. How will analytics drive prescriptive and/or corrective action in the Sales Process?
  • Follow up with your AE if you are interested in learning more about Analytics Cloud
  • Also see section on Reports and Dashboards

REPORTS AND DASHBOARD BEST PRACTICES

APPS

ACCELERATORS

WAVE

SETTING UP WAVE ON YOUR OWN

ACCELERATORS

ADDITIONAL ASSISTANCE

Area: Community

Attend the Circle of Success on Engaging More with Communities.  Leverage a partner who specializes in Community Implementations for driving your project and instilling best practices and recommendations on when to customize vs. when to use templates. Understand pros/cons of using Salesforce templates. Ensure that your partner explores all content types and any access restrictions which need to be in place. Consider using Private Chatter groups in Community for any content which cannot be shared with the entire community audience. If you use a templated community approach, obtain additional Community components from the AppExchange and the Success Community’s Component Building Group.

Build content in standard Salesforce objects which are typical in communities (objects beyond just cases). Consider starting a Knowledge Base, creating Knowledge articles which can initially be used by Support Reps when responding to cases, and which can then be exposed in a Salesforce Community for customer self-service.

GETTING STARTED

CUSTOMER

Area: Adoption Owner

To drive usage and adoption, please consider the following recommendations:

  • Leverage recognition, gamification to drive adoption.
  • Determine of “carrot” methods would be applicable to use as well.
  • Leverage Recognition
  • Identify key metrics that measure user adoption. Examples are:
  • # Open Opportunities created
  • Login frequency
  • Ensure that KPIs/Metrics are directly correlated to Salesforce reports/dashboards
  • Make sure that users understand that their performance is measured against these reports/dashboards.
  • If possible, tie incentives, performance management to the defined KPI, Metrics, and Goals tracked in Salesforce.
  • Leverage the “Wall of Truth” concept

GENERAL BEST PRACTICES

CIRCLES OF SUCCESS / WEBINARS

ADOPTION APP

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