Helping Customers Succeed

So here we are in our last week of the Saasy5 Favorite Things series (it’s okay to feel sad).  Along the way, people have asked me what is it about working with Salesforce that I find fulfilling?  And, thankfully that’s an easy question for me to answer.  For me, knowing that I can help my customers solve business problems with Salesforce and help people understand their businesses, customers, and employees in a new or better way is incredibly fulfilling.  Here are some of the things that go into making those relationships and projects successful.

#1 Ask Questions

Weather you’re part of a company’s internal Salesforce team or a consultant a company has hired it is critical to understand the business need and why it is important before starting to work.  By asking questions that start with “why” or “how” we’re able to dig deeper into a problem and work towards the best solution.  I was on a project once where the client asked that I build them a section on the Contact Layout of about 10 besides this being bad practice I realized I needed to understand what these checkboxes would be used for first.  When I started asking “How will you use these checkboxes?” and “Why do you think checkboxes are the best way to go?”  I realized they really just wanted a way to categorize the Contacts and create lists or reports on those categories.  We created a picklist that consolidated the checkboxes to one field and meet all of their reporting needs.  

#2 Stay focused on the goal

Once I’ve met with clients or internal employees and we’ve agreed on a goal or set of deliverables for the project, it’s important to stay focused on that goal and not get distracted by all the cool things Salesforce can do for us.  It’s easy to get off track here and lose sight of what’s important to the success of the project.  By staying goal focused we’re able to make sure a client achieves the results they are looking for which results in a happy customer.

#3 Metrics and Dashboards

Without effective metrics and dashboards it’s difficult to prove the impact and effectiveness of a project.  Building useful dashboards is great but dashboards become most impactful when they change the way management and their teams view their organization by giving access to information that wasn’t available to them before.  To achieve that it’s important that we design Salesforce with metrics in mind.

#4 Process Automation

Process automation is really about the success of the end user.  It ensures data quality and makes a user’s day easier because they no longer have to think about repetitive tasks, the system can do this for them.  This increases user acceptance and makes change management easier since the user has less to remember to do during their already busy day.

#5 Relationships

I am a huge believer in the power of a relationship.  Without the relationships I’ve built with clients and colleagues I would not be where I am today doing what I love.  It has always been important to me to build connectections with clients that are strong and trusting with clients and co-workers.

While these ideas are not specific to Salesforce they do allow me to have successful projects and relationships with my clients.  That success causes me to be fulfilled and find so much enjoyment in my career.  I’ve said it before and I’ll say it again here, the most fulfilling and exciting thing for me is to see the excitement on someone’s face when something is made possible in Salesforce that wasn’t possible before.  That moment could be the result of anything from a key metric that could never be measured to a System Admin learning how to use a new piece of Salesforce or a user realizing that a set of tasks that used to take them an hour now takes 5 minutes.  In my opinion that is what makes Salesforce work fun! Check out the Saasy5 Pinterest board for more information.

Visit Saasy5 on Pinterest, each week I’ll have a board with pins to the resources I used to write the blog.  Here’s this week’s board. Since the Salesforce world is HUGE let me know if I missed something that should have been pinned and I’d be happy to pin it.

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