July 19, 2018

As your business grows, is your Salesforce implementation measuring up?

You are the leader of a growing company. You have invested in Salesforce products for your sales, marketing, may be customer service functions. You are now preparing yourself for a significant growth phase that you anticipate or perhaps you are already seeing in your business. As you expand and grow as a business, you are concerned that the strong customer relationships you have built, in your early years are now hard to scale, hard to replicate. You are now entering the phase where you are relying on the new front end staff that you’re bringing into the company to act entrepreunerial and take care of your customers with the same care and closeness when you were smaller. And you are concerned that the Salesforce implementation you have in place is no longer fitting your expanding portfolio of products, services, customer segments, customer channels.
April 24, 2017

Beyond Users and Choosers – Sources for Salesforce CRM Requirements

The users and choosers of the system are the first source of requirements for Salesforce CRM implementations. The article discusses 5 additional categories of sources.
April 10, 2017

Look out for Tacit Assumptions when gathering CRM Requirements – ‘I thought it was obvious’ !

If you hear users say ‘I thought it was obvious’ , that is tacit assumptions and knowledge in play ! Using examples from Sales, Services systems and even Tennis, we explain tacit knowledge.
April 3, 2017

Personas for better user needs -“Would this make sense to Gus ?”

Personas help differentiate similar roles and identify nuances you need to build in to the CRM system to address varied user needs. We discuss examples of persons for sales and service systems.
March 27, 2017

10 Tips for Running Requirements Workshops for your CRM Projects

Tips for requirements workshops for your Salesforce CRM system. The tips span planning, facilitating and following up after your workshops
February 18, 2017

10 Tips for Requirements Gathering Interviews on your CRM Projects

Tips for requirements and current state analysis interviews for your CRM system. The tips span planning, conducting and following up after your 1-1 stakeholder interviews.
February 6, 2017

Observe Users For Analyzing their Unspoken CRM Needs

In analyzing CRM needs, ‘know the people’. Understand the user’s unmet or unspoken need. Observe users as they go about completing their tasks, in their own work environments.
February 5, 2017

Business Analysis vs. Systems Analysis (WHAT vs. HOW) for the CRM project

Business Analysis identifies what it takes the business to evolve from its current state to an aspired one. Systems Analysis on the other hand, directly addresses the requirements of systems being developed.
August 4, 2016

Requirements gathering sessions

While the mix of sessions, duration and attendees will be tailored for each situation, here are some considerations for your requirements gathering interviews and group sessions: […]