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Salesforce has been a leader in customer relationship management (CRM) for over ten years. Esteemed global companies like Spotify, Toyota, Canon, and over 150,000 others rely on Salesforce to enhance their sales and marketing operations.
The strong preference for Salesforce can be attributed to its successful implementation results. A well-executed Salesforce implementation can result in a 37% revenue increase and a 44% boost in productivity.
This article covers:
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An overview of Salesforce implementation and its duration,
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Preparation steps for the Salesforce implementation process,
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A comparison of the top strategies for Salesforce CRM implementation,
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Best practices for Salesforce implementation,
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The importance of involving a Salesforce implementation consultant early in the process.
What is Salesforce Implementation?
Salesforce implementation is rolling out its core product — CRM (customer relationship management) system — to centralize all key business activities and communication. This platform unifies the three most common CRM product types, namely operational, analytical, and collaborative, making it the #1 CRM solution on the market for the 11th year.
Why Implement Salesforce? Key Reasons
By implementing Salesforce Sales Cloud, organizations can enhance their lead conversion methods, potentially shortening the time to close deals by as much as 30%. Additionally, with Salesforce's help, companies can experience an impressive 160% rise in email click-through rates yearly while decreasing the number of clicks required in the sales process by 93%.
Salesforce offers a robust infrastructure with over 20 native products, such as Marketing Cloud, Service Cloud, and Experience Cloud. Each solution is carefully crafted to address the unique requirements of sales, service, and marketing professionals.
Reasons to Opt for Salesforce Implementation | Codleo
Leveraging Salesforce Marketing Cloud can:
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Reduce the time needed for marketing production by 75%,
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Enhance conversion rates by 16%,
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Speed up lead segmentation by a factor of 30.
In a similar vein, employing Salesforce Service Cloud can:
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Result in a 12% decrease in case handling time,
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Allow service agents to save 30% of their time,
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Boost their satisfaction rates by an outstanding 70%.
The Salesforce Platform is known for its straightforward “click-not-code” approach. It can save 80 hours of developer work and make project delivery four times faster.
Additionally, Salesforce offers over 4,500 third-party applications on its AppExchange, enhancing its functionality.
Furthermore, a large pool of SF experts is available due to Salesforce's widespread use. More than 3,500 certified Salesforce consultants are ready to assist with implementing and customizing your Salesforce solution.
Thus, you can entrust these responsibilities to a skilled Salesforce implementation partner with extensive platform knowledge.
How Long Does a Salesforce Implementation Take?
The time it takes to implement Salesforce depends on the project's complexity, the customization needed, and the integration required.
Expect a timeline of about 3 to 6 months for small- to medium-sized projects. This timeline includes essential steps such as discovery, design, building, testing, and training.
More intricate, enterprise-level implementations, particularly those that involve several integrations and significant custom development, generally take 9 to 12 months or even longer.
Establishing realistic expectations and allowing time for risk management, iterative enhancements, and change control is crucial to accommodate changing business needs.
How to Prepare for Salesforce Implementation in 10 Steps
Investing in Salesforce is essential, so prepare carefully. Before you start your project, learn about the steps in this guide for implementing Salesforce.
Salesforce Implementation Steps
Step #1: Identify Core Objectives and Obstacles
Engage diverse teams and individuals in conversations about the requirements for CRM implementation.
Gain insight into the internal challenges of Salesforce implementation to manage expectations for solutions, highlight daily problems encountered by staff at all levels, and determine which issues can be addressed through software.
This approach helps prioritize teams and establish achievable system objectives.
Step #2: Document All Internal Processes and Daily Tasks
Set aside time to understand what your teams do daily and how they work.
Encourage every department in your organization to write down their processes and look for improvement.
Step #3: Create Project Timeline and Budget
To prevent resource scarcity, ensure your Salesforce project does not overlap with other significant projects. Outline your timeline and schedule key phases for implementation, testing, and kickoff meetings.
Align your crucial needs and expectations with an initial budget estimate.
For a more accurate budget forecast, consult experienced Salesforce advisors knowledgeable about various CRM implementation strategies.
Step #4: Generate Multiple Project Outcome Scenarios
Elements like company size, data volume, and customization requirements significantly influence the estimation of a Salesforce implementation project.
To prepare for potential risks and unforeseen outcomes, create three implementation scenarios: optimistic, pessimistic, and most likely.
Step #5: Establish Success Metrics
Define quantifiable targets and metrics to assess the success of your initial Salesforce implementation plan. For example, you might set goals such as reducing case resolution time by 40% or increasing lead generation by 30%.
These specific metrics aid in monitoring progress and making strategic adjustments.
Step #6: Establish Communication Channels and Plan
Clear and consistent team collaboration is essential to meeting Salesforce implementation goals. Successful Salesforce CRM deployment and adoption hinges on effective communication among implementers, stakeholders, and internal teams.
Step #7: Determine SF Project Stakeholders and Roles
Regardless of resource limitations, assign key roles in the Salesforce implementation process.
Generally, CRM rollout project stakeholders involve:
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Senior management
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CRM users
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Sales, service, and marketing teams
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Channel partners
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Customers
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IT specialists.
These responsibilities might be assigned to various individuals within a project, or a single person might take on several of them.
It is equally crucial to pinpoint the following:
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The key stakeholder who will guarantee the readiness for the Salesforce CRM project.
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The internal supervisor will act as the primary point of contact.
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The technical expert who manages the integration of the current system or the transition to Salesforce.
Step #8: Examine Source Data
Before starting the Salesforce CRM implementation, ensure your data, regardless of its source, is accurate and error-free to facilitate a seamless import process. Establish guidelines for naming conventions and measures to prevent data duplication.
Step #9: Create a Change Management Strategy
Before the Salesforce implementation goes live, ensure you have a continuous change management strategy that continues after the launch.
Step #10: Familiarize Yourself with the Salesforce Ecosystem and Interface
Understanding Salesforce's look, usability, and layout before the transition will help you set realistic expectations regarding system capabilities and the adjustment of your business processes to the new platform.
Salesforce Implementation Strategies and Methodology
Salesforce implementations need a careful yet flexible approach to meet business needs and handle complex systems.
Structured Phased Approach
The traditional method divides the project into clear stages. First, there is a discovery phase to gather requirements, goals, and information about existing systems.
Next, a detailed blueprint is created to guide the design phase. Developers and administrators then configure the solution using Salesforce’s built-in tools and may use custom code if needed.
After this, the team conducts thorough testing, which leads to a staged deployment and ongoing Salesforce support.
Agile vs. Waterfall Approach
Two main methods are often used when implementing Salesforce: Waterfall and Agile. The Waterfall method works best when the project has a fixed scope, and detailed requirements are clear from the start.
On the other hand, the Agile approach breaks the project into smaller parts called iterations or sprints. It allows for regular reviews and adjustments as business needs change.
Hybrid and Accelerated Methodologies
Many organizations find that combining different methods works well in their complex environments. Hybrid methods mix the predictability of Waterfall timelines with Agile sprints during necessary build and configuration stages. Furthermore, Salesforce Accelerators or Quickstart Programs utilize established configurations to speed up deployments for typical scenarios such as Sales or Service Cloud.
Salesforce CRM Implementation Models
Many businesses wonder, “Can I implement Salesforce on my own?” While Salesforce can be complicated, it is possible to do it yourself. Salesforce also provides three different models for CRM implementation.
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Managed: Completely handled by a Salesforce consulting partner
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Hybrid: A joint effort between you and a Salesforce implementation partner
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Self-Managed: Mainly overseen by you with minimal assistance from a Salesforce partner
Each model has its pros and cons. Talking to a Salesforce expert early in the process is a good idea. They can help you create a better plan for implementing CRM and lower risks. They will assist you in aligning Salesforce to support, customize, or change your business processes. Discover more about the various engagement models that Ascendix provides to its clients.
Managed Model
Most implementation projects are entrusted to the consulting partners in this type of engagement. Let’s explore the main advantages and disadvantages of this approach:
Advantages and Disadvantages of the Managed Salesforce Implementation
Hybrid Model
This method promotes a distribution of duties between you and your consulting partner. Similar to all strategies, this model has its unique benefits and possible disadvantages:
Advantages and Disadvantages of the Hybrid Implementation Model
Self-Managed Model
This approach recommends that you manage the CRM software's implementation with your partner's support and advice while you take charge of all deliverables. Like the other models, this type of engagement has distinct advantages and disadvantages.
Advantages and Disadvantages of the Self-Managed Implementation Model
Optimal Salesforce Implementation Team Structure
The Salesforce implementation team is crucial for your Salesforce CRM project. This team may include your employees or a consulting partner. They focus on three main areas:
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Salesforce Consulting partners can review your current sales and business processes.
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CRM consultants train your team on how to set up fields, objects, reports, and other elements in the system.
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Advisors help with CRM adoption and support your sales team in improving their sales process.
Whether you decide to handle the process on your own or work with a Salesforce partner, it’s essential to understand the roles and responsibilities within your project team.
Who is Responsible for Salesforce Implementation?
Salesforce implementation is a team effort. A project manager leads it and involves experienced Salesforce administrators and technical experts. Business stakeholders and executives play a key role by:
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Defining the strategy
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Overseeing development
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Managing data migration
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Driving user adoption
What Are the Responsibilities of a Salesforce Implementation Team?
No matter your organization's resource limitations, assigning people to important positions is essential during the Salesforce implementation process. You don’t have to have a big team; a single individual can take on several critical roles.
A standard Salesforce project team configuration and its associated duties are as follows:
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Executive Sponsor – This individual serves as the primary leader, guiding the adoption of Salesforce CRM, distributing resources, and driving successful implementation.
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Project Owner—This position involves managing the project, ensuring the efficient operation of Salesforce, and effectively aligning business processes with the Salesforce CRM system.
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Salesforce Administrator—This person is responsible for the ongoing maintenance of the CRM after launch. They aid in implementing new features and support training and user adoption.
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Power Users – These individuals participate in testing the system during the implementation phase, provide essential feedback, and assist in troubleshooting for end users.
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End Users – These individuals will interact with the Salesforce CRM daily.
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Outside Experts – Functioning as knowledge advisors, these specialists help implement more complex features.
In addition to the roles mentioned above, it is essential to have a primary point of contact, such as a dedicated Project Manager, to oversee the project from within the organization.
Salesforce Implementation Challenges and Common Failures
Salesforce CRM implementation projects can face challenges for a few reasons. Common issues include poor project planning, lack of a clear implementation strategy, and not considering potential risks. Some obstacles during Salesforce implementation may consist of the following:
Lack of a Clear Implementation Plan and Risk Management Strategy
Teams may struggle to work together and meet deadlines without a clear plan for implementing Salesforce CRM. This can lead to delays and conflicts over priorities.
Without a risk management strategy, unexpected problems, like technical issues or process inconsistencies, can interrupt the project without a straightforward way to resolve them.
Poor Understanding of Users’ and Customers’ Needs
When stakeholders do not gather the real needs of end users and customers, the solution may not be designed well. This can result in a system not aligning with everyday tasks, leading to significant gaps that harm user satisfaction and productivity.
Lack of Clear Business Vision and Customer-Focused Goals
An unclear business vision creates uncertainty about the implementation goals. This leads to a scattered strategy that does not focus on customer value.
Without clear, customer-focused goals, measuring success and ensuring the CRM solution delivers accurate business results becomes hard.
Hidden Costs Related to CRM Deployment
If we only budget for the initial rollout, we might overlook ongoing costs like support, maintenance, and updates.
These unplanned expenses can strain our resources, delay returns on investment (ROI), and lead to dissatisfaction among stakeholders when actual costs exceed our original estimates.
Inadequate Selection of Salesforce Specialists
Choosing Salesforce specialists who lack experience or knowledge about your industry can lead to poor configurations, mistakes, and deployment delays.
This highlights the need to hire Salesforce experts who have technical skills and understand your organization’s unique business processes.
Poor Data Quality
Implementing Salesforce without fixing data quality issues can lead to incorrect analytics and misguided insights, harming decision-making.
Using low-quality data often results in inefficient workflows, duplicated information, and a poor user experience that reduces trust in the system.
Lack of Clear Communication
Poor communication during a project can lead to misunderstandings, different expectations, and problem-solving delays.
Communicating clearly is essential to ensuring that all stakeholders, including technical teams and end users, understand the project's status, challenges, and needed changes.
Inadequate Technology Integration and CRM Testing
Not testing the connections between Salesforce and your current technology setup can cause data problems, disrupt workflows, and reduce system performance.
It is essential to test everything thoroughly to ensure that all parts work well together. This will help avoid issues once the system is up and running.
Inadequate or Lack of User Education
Even the most advanced CRM solutions can fail if users aren't adequately trained on its features and optimal practices.
Without thorough training initiatives, employees may find it challenging to adopt the system, resulting in resistance, errors, and underuse of its full potential.
Poor CRM Adoption
When users do not see clear benefits or feel unsure about using the system, low adoption of CRM can prevent a good return on investment (ROI).
Low adoption often results from poor training, a lack of ongoing support, and a user interface that does not match business workflows. These can significantly reduce the success of the implementation.
What are the Phases of Salesforce Implementation?
The Salesforce CRM implementation process typically involves five stages: developing a strategy, setting up the project, choosing an implementation partner, deploying the CRM system, and providing user training.
Stages #1: Develop a CRM Strategy
A CRM strategy is a plan for using a CRM system to meet business goals. It considers user needs, process requirements, and technology capabilities.
Key steps in this process include:
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Reviewing and voting requirements.
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Choosing a consulting partner to help.
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Prioritizing tasks.
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Creating a clear vision for the CRM.
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Identifying important people, processes, and technology needs.
Stage #2: Establish Salesforce CRM Project Foundations
At this stage, you need to:
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Identify the people involved in the project,
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Set up rules for decision-making,
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Determine needs for managing changes,
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Outline what is needed for managing the project,
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Identify essential signs of success,
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Develop a strategy to manage risks.
Stage #3: Specify Requirements & Select a SFDC Implementation Partner
In this stage, you will:
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Create the process.
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Review the data to identify issues.
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Define the initial technology needs and explore various options.
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Prepare a Request for Proposal (RFP).
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Reevaluate the technology needs.
Stage #4: Deploy a CRM System
This stage includes:
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Refining the project plan for implementing CRM,
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Choosing the right Salesforce Cloud and edition,
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Reviewing technology customization needs,
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Creating, testing, adjusting, and launching the prototype design.
Stage #5: Train Users and Evaluate CRM Performance
This phase includes:
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Reviewing project documents,
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Developing training and onboarding programs for system administrators and end-users,
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Measuring success using key criteria,
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Checking if initial business and CRM goals are met,
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Organizing CRM workshops to share best practices and tips,
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Providing follow-up training for CRM improvements,
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Updating the CRM project roadmap to align with project and business goals.
What is a Salesforce Implementation Project?
A Salesforce implementation project is a significant effort that involves planning, designing, configuring, and launching the Salesforce CRM platform, which is customized to meet an organization's specific needs.
The project combines data, improves processes, and tailors features to enhance sales, service, and marketing efforts.
After the launch, the initiative usually includes training, testing, and support to ensure successful use and smooth operations.
How Hard is it to Implement Salesforce?
Implementing Salesforce is not necessarily tricky. However, the complexity depends on your organization's readiness, specific business needs, and available resources.
It may take a few months if you are doing a simple implementation with limited customization. However, the process can be more challenging and take longer if you need significant customization, integration with older systems, or face complex business operations.
Many organizations can address these challenges by planning carefully, managing change effectively, and having a skilled team. This helps turn the project into something manageable and rewarding.
15 Steps on How to Create a Salesforce Implementation Project Plan
Every Salesforce deployment project plan needs key components, including:
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Timeline: Express the timeline in months and update it as each task is completed.
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Stakeholders: Identify who is responsible for each part of the Salesforce implementation.
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Dependencies: Show any constraints in the project that require tasks to be completed in a specific order.
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Milestones: Include clear milestones to mark the completion of each implementation phase.
Once you finish these steps, you can start designing a CRM implementation project plan. Here are the essential project steps:
Step 1: Set Goals and Identify Metrics for Salesforce Deployment
Start your Salesforce implementation by defining your business goals, understanding your client needs, and examining what your competitors and customers are doing.
Hold workshops to pinpoint specific needs like functionality, data, user interface, and technology.
Document everything carefully for future reference and discussions with Salesforce partners. Then, set clear CRM objectives, goals, and key performance indicators.
Step #2: Talk to a Salesforce Implementation Consulting Partner
After identifying your organization’s challenges and goals, contact a Salesforce implementation partner or consultant like Codleo.
They offer strategies tailored to your industry, help analyze your business case and system gaps, select the right products, customize solutions, optimize Salesforce pricing, and plan the order of Salesforce Cloud and product implementation.
Using their expertise can save time and avoid mistakes, especially if you lack experience or resources for Salesforce implementation.
Step #3: Choose Your Salesforce Cloud and Check its Features
After talking to a Salesforce implementation consultant, look at the different Salesforce Clouds and their features.
Make sure to see how they fit with your business needs, timeline, budget, and any plans for customization.
Step #4: Identify Implementation Risks
Find any risks that might come up during your Salesforce implementation project and think of ways to handle them.
At this point, create a change management plan and adjust processes if needed.
Step #5: Set a Project Timeline and Budget
Each project is unique and affected by factors like the size of your company, the amount of data, and the necessary customizations. Create a business plan and an implementation plan that include realistic timelines and budgets for completing the project.
Step #6: Build the Implementation Team
Choose key decision-makers from all parts of your organization. This team will guide the project and include leaders from different areas, such as sales, customer service, IT, marketing, general users, and business administration.
Step #7: Create a CRM Solution Prototype
Hold design workshops to create practical designs for functionality, technical aspects, and user interface. Document everything thoroughly.
Review the design documents, gather feedback, and set acceptance criteria. Develop a test environment that accurately reflects your future system for testing purposes.
Step #8: Data Analysis and Purification
Low-quality data can harm your reputation, skew results, and break legal rules. Before importing data to Salesforce, audit it to check its amount, quality, complexity, and diversity.
Find and fix gaps, errors, and duplicates in all data. Clean, consolidate, and remove duplicates, and then create a data model for your CRM.
Consider using email verification tools, hiring a data engineer for large-scale cleaning, and applying data enrichment tools. Clearly distinguish between clients, partners, leads, and others.
Step #9: Move Your Data
Plan and carry out the data migration to Salesforce, mapping each field. Hold a workshop to discuss everything in detail.
Focus on protecting your data and keeping it healthy according to company policies. Set up automated data cleansing in the new CRM system. Always back up your data before you migrate.
Step #10: Connect Salesforce with Other Systems
Check how well Salesforce integrates with different products, including over 3,000 specialized apps. Then, choose the best tools that can integrate smoothly with Salesforce.
Decide if you can use API integration or need third-party connectors or custom coding. Ask experienced Salesforce consultants for advice to make the most of your investment and avoid unnecessary changes.
Step #11: Identify Necessary Configurations and Customizations
First, understand what Salesforce can do, then identify how to improve the system through settings or custom coding. Focus on these areas:
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Form design
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Fields
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Objects
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List views and filters
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Reports
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Dashboards
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Data Search
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User security
Next, think about changing business processes such as:
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Automating workflows
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Updating many records at once
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Setting up validation rules
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Creating sharing rules
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Adjusting security permissions
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Tracking data
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Managing approval processes
You should onboard a marketing team to help with campaigns and events. If you buy marketing automation tools like Marketing Cloud, Pardot, or other tools from the AppExchange, work with consultants and your marketing team on related projects.
Step #12: Test CRM Deployment
Create test scripts for final user acceptance testing to check:
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Correct data migration
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Clear and fillable data fields
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Proper linking of email addresses with contacts
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Working two-way email sync
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This testing ensures that your CRM aligns with your needs.
Step #13: Create a Go-Live Plan
Set aside time to build and test scenarios before the final rollout of Salesforce. While it’s okay to launch small projects simultaneously, larger and more complex projects should be done in phases. This allows employees to get used to the new system gradually.
Step #14: Train Employees and Support System
To ensure that everyone uses the software well, proper training is essential. Here’s how to train your team effectively:
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Have group training sessions and ongoing education.
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Provide online demos and videos after the initial training.
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Encourage participation in Salesforce Trailhead, a free learning platform with many courses.
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Host knowledge-sharing sessions and workshops to strengthen training, especially for CRM admins.
Step #15: Ensure Users Adopt the System and Add Features as Needed
User adoption means stakeholders use the CRM software confidently, leading to smoother workflows. However, implementing Salesforce is an ongoing process that reflects your changing business needs.
After the initial launch, think about expanding the system or changing customizations.
To improve efficiency, stay open to user feedback. Regularly check how your CRM works and change its functions when necessary.
Our 7 Best Practices for a Successful Salesforce Implementation
With over 10 years of experience in Salesforce consulting, our experts have gathered key recommendations for successfully launching and managing Salesforce projects. Here are our top tips:
Tip #1: Have a Balanced Approach
Use a strategy that mixes different methods to combine flexibility and structure. A balanced approach means using agile practices for quick development while planning and documenting enough to manage risks.
For example, while working in agile sprints to develop features quickly, ensure your project plan includes milestones, clear objectives, and good documentation.
This helps you keep innovation and discipline in check, preventing the project from going off track while allowing you to adjust to changing needs.
Tip #2: Take a Phased Approach
Break your implementation into minor, manageable phases. This approach allows you to gradually introduce new features and verify each stage before proceeding to the next one.
Start with planning and understanding your needs. Then, move through design and building small parts. Ensure separate phases are included for testing, launching, and support after launch.
This method helps you find issues early, lowers risks, and improves quality.
For example, in the first phase, focus on understanding your current processes and system needs. In the later stages, work on integrating and launching each part once it is thoroughly tested and approved.
Tip #3: Get Feedback from Everyone
Create a strong system for gathering feedback from all stakeholders, including top leaders, department heads, end users, and administrative staff. Hold regular feedback sessions, conduct surveys, and run pilot tests to ensure the solution meets user needs and business goals.
This ongoing feedback helps your team spot problems and areas that need improvement early in the process.
For example, you could organize regular user acceptance testing sessions with different departments in a Salesforce implementation. Use the feedback from these sessions to make necessary changes in future development phases.
Tip #4: Build a Salesforce Implementation Team of True Experts
Make sure your Salesforce implementation project has a team with the right skills. This team should include technical development, process design, business analysis, and change management experts. You need certified Salesforce administrators, developers, integration specialists, and business analysts who know the challenges in your industry.
A diverse team can speed up your implementation and help you follow best practices. They can also check important decisions to ensure quality.
Hiring experts who have worked with Salesforce in similar businesses can make your adoption process smoother and help avoid surprises.
Tip #5: Set a Realistic Timeline and Budget for the Project
Start by carefully assessing the Salesforce implementation project. This means realistically assessing how much time and money it will take. Avoid being overly optimistic by considering potential issues like data migration difficulties, integration problems, and the need for changes based on user feedback.
Use data from previous projects to guide your estimates and involve everyone on the team to ensure that all critical stages are included. This approach helps set clear expectations and gain support from leadership.
For example, create a detailed project plan with extra time for each primary phase. Keep stakeholders updated on the project's progress related to the budget and timeline.
Tip #6: Promote Good Data Practices
A successful Salesforce setup depends on the quality of your data. Focus on organizing, cleaning, and standardizing your data early on.
Create clear rules for entering and maintaining data. Use automated tools when possible to minimize mistakes. A well-organized data structure helps with smooth integrations, trustworthy reporting, and overall system efficiency.
For example, before moving customer data from old systems to Salesforce, it should be checked thoroughly to remove duplicates and outdated information. Then, rules will be set up to validate data quality moving forward.
Tip #7: Ensure User Adoption
User adoption is crucial for getting the most out of your Salesforce implementation. It’s not just about setting up the system; you must invest in training, clearly communicate the benefits, and provide ongoing support. Customize training for different roles so users can see how Salesforce makes tasks more manageable and boosts productivity.
Create ways for users to give feedback and have support ready to address their concerns quickly.
For example, hold interactive training sessions and offer self-help resources like video tutorials and FAQs. Set up a dedicated support team to resolve issues quickly and incorporate user feedback to make continuous improvements.
By following these best practices, organizations can enhance Salesforce's technical setup, align it better with business goals, and increase user satisfaction. These strategies aim to create a strong and effective implementation process that leads to long-term success.
The Role of a Salesforce Consultant in Successful CRM Implementation
Hiring a Salesforce implementation consultant increases the chances of a successful Salesforce setup.
Our Salesforce experts need help with Salesforce implementation, re-implementation, optimization, or transitioning from Salesforce Classic to Salesforce Lightning.
Why Choose Codleo for Salesforce Implementation Services?
We have 20 years of experience in Salesforce consulting, deployment, customization, and custom development. With positive feedback from over 200 clients, you can trust us. Our knowledge of different industries helps us understand your specific CRM needs.
Our skilled team is certified by recognized organizations and is dedicated to your project. Additionally, we offer competitive pricing through our global delivery options, including blended or offshore staffing.
Ready to get started? Book a free CRM consulting call.