As your business evolves and grows, it's important to make sure that your Salesforce.com implementation continues to align and work properly. But you're busy, and Salesforce.com is an intricate system with many parts, so it can be hard to know where to look for potential problems. Here are three red flags to watch out for that can let you know when your Salesforce.com implementation is not optimized.
1. Old School Sales MeetingsIf you're not using Salesforce.com reports to run your internal sales meetings, then you have a bright, billowing, red flag, flying above your office. Data driven insights are one of the greatest values that Salesforce.com delivers to your business--and these insights are delivered through reports. Using Salesforce.com for your meetings will save your team time, improve adoption, and help identify system improvements.
It's important to note though, that if you're using reports, they need to be the right reports. We work closely with our clients, and participate in their sales meetings during the development of their Salesforce.com instance in order to create a custom dashboard of reports--and there is certainly no one-size-fits-all solution.
2. Low User AdoptionHow many carrots (or sticks) does it take to get your sales team to use Salesforce.com? And how deeply are they using the tool when they're in it? Low user adoption is a major issue for the success of the system and the business--it reduces data quality and stifles growth and learning. On the flipside, an engaged user base can be the greatest asset to a continuously improving sales process. Sales people love Salesforce.com when the configuration and user experience help them sell smarter, sell more, and earn more money.
While low adoption can be measured using simple login metrics, the reasons behind it are more elusive. If you're really trying to figure out why your team isn't using Salesforce.com, try using a pulse survey. If the general sentiment is not overly positive, and the data backs that up, then you've probably got some adoption issues. Our next blog post will go deeper on the issue of adoption, and explore some ways to make sure that your team is embracing Salesforce.com with open arms.
3. Confusing Data CaptureYour Salesforce.com configuration may be asking users to enter large amounts of redundant information. This can bring down adoption, disorganize data, and clutter up the user interface. If your environment has a custom object for everything, asks you to capture the same information twice, and doesn’t provide reporting across the right data elements, you’re in a bad spot. One simple way to check if you have data capture issues is to look at your Salesforce.com backlog and see how frequently data-de-duping shows up--if it's taking up a considerable amount of time, then let's call it a red flag. On a deeper level, a salesforce health check can identify these types of inefficiencies and deviations from your business process, and determine appropriate updates to the system requirements.
Keep these three red flags in mind as you talk to your team and as you use Salesforce.com. One of these won't necessarily bring down your whole sales organization, but identifying and remediating them can unlock significant value.
So What's Next?
If you were reading through this thinking "I'm really not too sure how my team feels about Salesforce.com" then it might be a good idea to send out this health check pulse survey to your team. This is a quick way to get a feel for your where your team stands in regards to Salesforce.com.