By Matt Finkelstein – Director of Sales Cloud – Astadia Consulting
CRM systems, such as Salesforce.com, are without doubt the forerunner in the migration of business applications to the cloud. If an organisation wants to realise some of that elusive cloud ROI, CRM is one of the first places they look to gain momentum. Not surprising when you consider the growth in this area; after all, the foundation of Salesforce.com rests on the early success of its CRM system. Why is that? Principally, because it is one of the easier applications to move into the cloud and one that yields the fastest ROI results.
Why then did Salesforce.com announce late last year that “73% of CRM users do not use 50% of the functionality available to them in their CRM systems?”
Is it the nature of the CRM adoption curve? At first, you start off full of energy and raring to go. Then, in time, your attention gets diverted until eventually you neglect your CRM system almost entirely. What then can you do you do combat this?
Surely it’s a simple case of continual employee training? Not necessarily.
What is really required is the expertise to continually adapt your CRM system to the changing needs of your business. After all, your business doesn’t stop changing. Your hectic environment creates constant demands for new reporting and management insight, so surely your CRM system needs to grow in order to provide a CRM adoption that promotes continued improvement. Hence, the inception of the Astadia Salesforce Performance + Support Program (SPS).
SPS is comprised of a 10-point methodology to help you manage configuration change in your instance of Salesforce.com. Clients that benefit from outsourcing their Salesforce support to Astadia:
- Face ever-changing business processes, key metrics, and reporting requirements
- Would like to implement configuration changes on a more timely basis
- Desire to take advantage of salesforce.com’s ever-expanding feature base
- Experience low user adoption in part or all of the user base
- Maintain complex data
- Want to deliver more value to the company using additional capabilities over time
To find out how strong your CRM system is, why not take our short quiz.