Impact of ineffective Salesforce Implementation and Testing


Salesforce CRM is currently a leading CRM in terms of sales revenue  and Customer Service Support. Implementation, Testing and Deployment of the Salesforce CRM is a process of critical importance.

Organizations implement the Salesforce CRM with high expectations of increased sales, productivity and visibility of their sales. With planning, some of these implementations go very smoothly, but sometimes the opposite happens. Such implementations barely meet the expectations and ROI is just marginal.

Some of the reasons why Salesforce CRM implementations fail can be listed as follows:

  • Lack of clear goals: Most of the times, the management does not have clear goals of implementing Salesforce CRM other than to increase sales. The reports required to manage the sales activities are either not available or the system is not configured in a way to match the requirements and capture the required data. In order to increase sales, reports are required to base the increase in certain actions, activities and behaviors. Hence, all Salesforce CRM implementations should be started by deciding the number and types of reports required by the sales team.
  • Inability to shift the work culture as per the CRM: There is always an existing process with which the sales team works. This process forms over the years. Once the Salesforce CRM is implemented, the sales team is expected to use it every day as a primary tool. Sometimes the CRM may not support the way the sales team works, so it is viewed as an obstacle rather than a tool to accomplish their goals.

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