I just returned from my first Dreamforce experience, which surpassed my expectations. In this brief video I talk about how inspired I was by salesforce.com’s customer-obsessed culture. However, many Dreamforce attendees I spoke with admit that they struggle with Salesforce adoption.
This is consistent with the results of a LinkedIn poll: 52% of sales managers said sales reps don’t use CRM like they want them to, highlighted in this BlueWolf blog, who is one of our partners: 4 Ways to Make Your Salesforce Adoption Dreams Come True at Dreamforce 2012.
Two customer information gaps seem to be stifling Salesforce adoption:
1) lack of key customer information in Salesforce
2) lack of trusted customer information in Salesforce
Here is my advice for overcoming these issues:
1) Don’t give the sales team any reason to leave Salesforce
Sales reps want to get more out of Salesforce than they put in. They waste a lot of time searching for customer information outside of Salesforce that can easily be integrated into Salesforce. Are you hearing these types of questions from your sales reps? We can help.
- Why can’t I see how marketing is influencing my opportunities in Salesforce? I want to know if they are getting responses from key contacts that haven’t responded to my calls.
- Why can’t I see order and shipment information from our ERP system in Salesforce?
- Why can’t I see if the customer has any open customer support tickets in Salesforce?
Make sure sales reps are getting more out of Salesforce then they are putting in. Our customers are integrating data from on-premise ERP systems like Oracle, SAP and Microsoft, other cloud applications like NetSuite and Remedy and third party data providers such as D&B and data.com into Salesforce. Read some of the more than 40 cloud integration customer success stories.
2) Don’t give the sales team any reason not to trust information in Salesforce
If sales reps don’t trust the data in Salesforce, you may struggle with adoption. Inconsistent and inaccurate data is typically the culprit. I enjoyed reading the “Insist on Data Quality” section of this whitepaper, CRM Champion’s Guide to Adoption. If these questions sound familiar, we can help.
- Why can’t my search in Salesforce be more like searching Google? I don’t always have the right spelling for an account.
- Why can’t Salesforce prevent me from entering a contact that may already be in the system?
- Why can’t I manage complex customer account hierarchies in Salesforce? I want to be able to see the full picture and the whitespace opportunities.
Instill trust in your Salesforce data. Even if you have multiple Salesforce Orgs across different divisions, you can ensure your sales reps have a single customer view across the company. To learn more about how you can do this with Cloud MDM, which delivers master data management to Salsforce check our video: Power the Social Enterprise with a Complete Customer View.
Are you struggling with Salesforce adoption? If it’s because of a lack of key customer information in Salesforce or a lack of trusted data, check out these additional resources:
- Read this Cloud MDM Datasheet
- See Cloud MDM videos on YouTube including a free demo of Cloud Integration and Cloud MDM