Meet—and beat—these 8 CRM challenges 2
Challenge #2: Ramp up a project team
To achieve your vision, it helps to have a project team or steering committee that includes major stakeholders. It’sa common mistake to assign a single project owner and expect that person to deliver a finished product. To besuccessful, you need the buy-in and participation of people with various perspectives and skills, includingstakeholders from all business units. That way, you can avoid many communication and adoption problems beforethey start.If you’re a small business, this task may sound a little daunting, but it doesn’t have to be. Just make sure you coverthe following roles: executive sponsor, project owner, administrator, and a power user.Use the Salesforce CRM Getting Started Workbook
to document your team as it grows and evolves.
Challenge #3: Define your business process
To get the most from Salesforce CRM, you’ll want to make it work the way you do. To do that, it’s critical todefine your business process so you can prioritize which features, reports, and customizations you want.As you work to define your process, be aware of too much complexity. If there are too many fields, picklistsoverflowing with values, or poorly organized page layouts, your users will be overwhelmed, unproductive, andfrustrated. Keep it simple and get feedback from prospective users before you launch—and all along the way asyou refine and build out your application.Always keep the following usability goals in mind:
Match your business process
Simpler is better
Organization is everythingFor more information on defining your process, go to the Rollout Guide and then to Plan>Define your Process.
Document your own process in your MySalesforce.com Workbook.
Challenge #4: Define success
As with everything in life, it helps to reach your goals if you track your progress along the way. So far, we’vediscussed the importance of having a vision, goals, and a business process that can meet those goals. Along theway, you also need to track those measures that show you’re moving toward your goal.What should you measure? How do you know you’re on track—and that you’re staying on track? That’s wherekey performance indicators (KPIs) come in. KPIs will show the areas in which the project is meeting your goals.They’ll also help to identify whether you need change course.Common KPIs include:
Closed sales QTD (quarter to date)
Top 5 sales reps
Lead conversion rate