We’ve talked a lot about support, design and expansion of Salesforce to quite some detail in the past. But, something we haven’t really touched on is proper utilization of your Salesforce account team. Now, bear with me, because this isn’t going to be a lengthy discussion of structuring your bean counters and their protocols.
No, what I mean by your Salesforce account team isn’t the accounting department, but your team of people all of whom use Salesforce. This means any and all of your support and service people who use it, those in marketing and sales who use it, and those in product and production management.
See, that’s the trick anymore. At one time, those who worked with CRM frameworks could be compartmentalized by the boundaries of a specific department or a couple of them. But, with SaaS changing the paradigm, and CRM of new advanced design becoming such a core of business and customer experience today, well … your account team is going to be more of a tree than a list, its roots and branches spreading across the entire company.
It can be a bit confusing, can’t it? So, how can you optimize them so that they use Salesforce the best way they can, that they don’t step on toes, and most of all, that they all work like a connected team via Salesforce even though they’re light years apart, metrically?
Well heck. This one’s a challenge. You’ll have to first map everyone who uses Salesforce. Find out what department they’re in, and therefore, map this tree of people accessing Salesforce so they cluster by department or higher department.
Then, go and observe that specific things each department is doing with Salesforce. Add this to your map, so that you can see what departments are doing what, and which accounts these different points are made of. Make sure that nothing one is doing is interfering with something another is doing. Be sure that all can communicate, and be sure that permissions are never excessive.
Finally, for a design of forms, reports, extensions and other creative prospects, relegate this ultimately to a specific person who’s got this responsibility. If you’re a huge company, set up a team of these people actually.
These people will also be made familiar with this map of tasks, departments and accounts, and all of the usage dynamics and analytics it encompasses. This allows them to design things for departments who need them, and prevent redundant creation of things, or poor creation of things by those whose job isn’t to be good at that.
This is really the best you can do to optimize your Salesforce account team anymore. Because, with CRM being the backbone of your business, this means that almost all of your company is a tangled mess of people making up this superorganism. You need to get a good sense of statistics, interrelations and delegation to get the most out of Salesforce in this way. But, if you’re smart about it, and you do it before things get out of hand, you’ll do fine. Just, do more research from here on specifics. get further information on how to use salesforce page.