Implementing your Salesforce CRM at your company or organization will be one of the best business decisions you will ever make. Just like any other system—you need to make sure it has the proper resources to be properly maintained. This article will give you ideas on how to set goals, roll-out new projects, improve configurations, training, the adoption of the CRM, and most important —the staffing.
You will want to make sure that the Salesforce CRM enhances and compliments the business processes that already exist at your organization. The number one item of doing a CRM implementation is building the right team to manage Salesforce.
The Staffing Basics
The very first thing you need to do is to assign an executive leader over the CRM implementation. The Salesforce CRM system is going to touch many aspects of your business. This leader or ‘champion’ person needs to be first a political influencer to get things done. Second, this leader will need to have the resources available to ensure ongoing success. This position can reside in any part of your business that makes the most sense. For example, this leader might be in the IT department, Finance, Sales, Operations, Marketing, or other areas. The fact and goal should be to have a Salesforce team that lives in its own department. (Usually it resides in the Sales operations or Marketing operation departments.)
Find the right implementation partner is the next item that is most important. Salesforce has a large community of knowledgeable consultants who specialize in many types of areas or industries. Find a partner who is:
Make sure they are part of the Salesforce’s official partner list.
Has specific industry experience. (IEXEN is a great choice…as a partner)
The salesforce leader and partner
Remember that a GREAT Salesforce leader should be part of your ongoing staff. This Salesforce partner will help guide you on the proper staffing process. They will help you make a plan of attack. They will help you fill in the gaps as you are growing your internal and external resources. As a consulting partner they are helping you to become more self-sufficient. Your Salesforce CRM needs to be a long-term strategy and that means having staff resources in place before moving on to a live implementation.
Top Recruiting Tip: Now is a great time to do your recruiting efforts. Top-recruits will enjoy being a part of new projects. The Salesforce implementation is that opportunity for them to jump in and hit the ground running. They will bring energy and ideas to make the implementation a lot better. Another tip is to do internal promotions around the CRM implementation or special assignments.
What will be the key roles you need?
Salesforce Professionals come in 3 main types. This new Salesforce implementation will have the need for, the Administrator, the Developer, and finally the Business Analyst. Every organization will have individual needs based on the size, customizations that are needed, budget, location, industry, and the growth potential, etc… but this is a good place to start.
Let’s take a closer look and break these down by role:
The role of the Administrator
Will I need to have a key administrator role? The answer is simple – YES. You need someone to be your product owner or take the role as the lead admin. This person is at the core of your sales and marketing teams. They will have business skills, technical skills, and be able to forecast company needs. The administrator will act as the main point-of-contact for all needs relating to Salesforce.
IEXEN recommends to hire a lead administrator before doing the actual Salesforce implementation. By doing this the individual can help strategize, plan, and develop the roll-out. (If you have a large organization we recommend having multiple Administrator roles.)
The role of the Developer
Here is the next question… “Will we need a Salesforce Developer?” This question is a little bit more difficult to answer. If you are a smaller organization looking for the basics and do not have plans for large customizations… then we suggest to just work with your implementation partner and hold off on the Developer till a later date.
With that said, if you plan on having a complex deployment then you might need a developer now. We recommend looking at how much money you will spend on using a Salesforce CRM partner. Compare that to how much it will cost to have a full time developer.
For most organizations, this can easily be decided half way through the roll-out and then you will have a better idea of what your Salesforce future will look like.
Extra Recruiting Tip: There are good and bad developers out there. Talk with your Salesforce implementation partner to make sure you find the right person. Did your Salesforce consulting partner use custom code? Make sure they have documentation of any code. This will make it easier when you hire a Developer.
The role of the Business Analyst
This is another answer that depends on the situation. Ask yourself what are your needs? The Salesforce organization recommends that you wait to hire a business analyst until you have around 140+ users. This position varies on the needs of your organization and how much your business plans leverage CRM data. If you are a small organization and your business plan is firm then we suggest you wait. If the culture at your organization is to pivot every time great data is found then we recommend that you hire a Business Analyst.
We have found in smaller organizations that the Administrator role can perform this task. Yet, many Administrators do not have enough time to spend doing analytics and doing configuration and support. This is main reason why it would make sense to hire a Business Analyst now.
Make sure you get the right candidates for the positions
IEXEN is your Salesforce partner that helps clients when it comes to expanding their teams. We get a lot of questions about preparing yourself. Here are some suggestions on how to build the right team at your organization.
- Strategy. Who will be doing ongoing support? Who will be doing CRM strategy?
- Custom development. How much and what will be required short vs. long term?
- Titles of the positions. Make sure it attract the candidates you want to target.
- Growth opportunity. How will it change. (Build out usage and functionality)
- What are the most important Salesforce initiatives over 3-6 months?
Hiring the internal Salesforce team to support a new implementation is not a perfect science. Many times the teams will look similar across each instance size and industry. There will always be different structures, cases, and customizations. So be prepared.
IEXEN is your premier Salesforce consultant and implementation partner. Our main goal is to fill the gaps in your organization. With an implementation — we can lead, you can lead, or we can lead together. IEXEN has been down this path and we will make it a LOT easier. Contact us today for more information and we are happy to help answer questions.