END THE CONFUSION

6 WAYS TO MODERNIZE YOUR

CRM STRATEGY

According to a recent Gartner study, the cloud is being increasingly relied on as a vehicle for agile, scalable and elastic solutions. To build competitive advantage and cut costs, leaders need to constantly adapt their strategies to leverage cloud capabilities1

BUSINESS PROCESS FIRST

ARCHITECTURE MATTERS

FOCUS ON USER EXPERIENCE

ADOPTION WITH EFFICIENCY

DATA INSIGHTS DRIVE CHANGE

KNOWLEDGE IS POWER

2 Gartner “Cloud Computing to Drive Digital Business” 2015

53% of business owners say keeping customers happy is their

top priority 2

§ A sound business process is the cornerstone for scalability & growth…and happy customers

§ Writing a business case will focus the objective and goals for your deployment, putting you on a path for success

§ If you need a major transformation, don’t be afraid to take it one step at a time

2 Salesforce “What’s Really Driving Business Growth in 2016” 2016

BUILDING BLOCKS No one builds a bridge without the right foundation. CRM needs the

same support. So when you achieve the explosive growth you

are looking for, there are no missing pieces.

HIRE AN EXPERTThere is a reason there are so many

Salesforce training classes out there. Some elements of an implementation require a

professional who is certified to do the job. Really.

PLAN FOR THE FUTUREIf you know in the next year you want to integrate an ERP tool,

build a mobile app, launch a new product…keep it in mind as you are building out your org. Planning for growth will pave the way for your

future.

ASSESSCapture the experience-based insights, perceptions and perspectives on the services you deliver from the people that count

ENVISIONDifferentiate your user experience by addressing their unique needs and wants, while reinforcing your brand, your strategy and your value

ENACTDevelop a roadmap on how and when to deliver on your vision and, most importantly, determine how to put the customer at the center of all metrics, decisions and design.

3Forrester “How to Transform your Business into a Customer Experience Powerhouse” 2016

The adoption game is simple, when the efficiency gain is obvious. Who doesn't want more free time?

”If you build it, they will come”… sometimes that old adage is not so simple. Turn your users into raving fans, by delivering more of what they want and less of what they don’t

Build a killer backend on your Salesforce machine, just keep the complicated stuff behind the scenes, where it belongs

average increase in agent productivity 4

47%

4 Salesforce “The Salesforce Advantage” 2016

Some business owners love data, some are scared by it. Once you see the power of knowing the pulse of your business - whenever and where ever you want, there is no other option. Having actionable data insights at your fingertips mean that you know when to spend time on things that are most important, and also when you need to change directions

Define KPIs so you know what’s important to drive business forward

Leverage social tools to be informed when things start veering of course and take immediate action

Find new opportunities for business growth by highlighting where you’re falling short

If you think you don’t have the time or money to invest in training and enabling your team, think again.

Customers who consistently invest in training report over 80%ROI on their Salesforce investment. 5

5 Salesforce, www.salesforce.com 2016

§ If you are worried about having the right training resources to get the job done, consider working with a Salesforce Partner

§ Ensure that anyone administering your Salesforce is certified and up to date on new releases and features

§ If you don’t want to employ a full-time admin, consider a Managed Service Plan