Successful CRM Implementation
Course Goal
Learn to use Salesforce CRM as a tool to enhance sales team collaboration, standarize processes and increase customer satisfaction. This course is geared towards decision makers of sales teams and small-to-mid-size businesses looking to implement Salesforce CRM. Through 12 carefully selected hands-on topics including workshops and actionable tools to gather insights and deliver a coherent roadmap in the organization.
Course Outline
[2h] Business Value Assessment - Through a careful analysis of your business vision, culture and value proposition you can be certain that your project is set up for success.
[2h] Target Customer Analysis - Customer Personna identification and analysis serves as a great, run workshops with your team to find out areas of opportunity where value may be optimized resulting in greater customer and sales team satisfaction.
[2h] Team technology assessment- Ensure your team is kept in the loop through workshops that ensure every key element is taken into consideration, analyze team dynamics in relation to their technology experience to ensure your project is kept within what works for your team.
[2h] Salesforce Ecosystem - Brief overview and demo functionality of the Salesforce CRM components including user interface, settings, modules. Derive a plan to implement reelevant day to day activities of a sales executive such as Project Management, Task Assignment, Email templates, Sales funnels and workflows.
[2h] KPIs and Dashboards - Decide on key metrics to report progress and gather insights of team performance. Understand tools for decision making and how to use surveys to better understand what makes your team deliver results.
[2h] Process Optimization - Create standard operating procedures based on what works, ensure that your team follows a standarized process using workflows that ensure Leads are serviced as expected. Assess opportunities to integrate your process with external departments such as marketing, accounting and customer support.
[4h] Salesforce Process Automation - Through a technology stack analysis and matching external API's, discover opportunities to automate your CRM implementation and reduce a process to its fundamentals, reducing team time, increasing adoption and staying clear of mistakes.
[4h] Salesforce Customization & Development Flow - Understand the role of a salesforce architect and best practices to develop customizations using Apex, Process builder and Flow designer. Using a salesforce development instance or sandbox to test out features prior to rollout.
[2h] Team training and implementation - Plan a rollout to guarantee success, ensure that your team can relate to the vision with their personal agenda, guarantee everyone is kept in the loop through proper technical and functional documentation. Use trailhead as a tool to keep team constant learning engagement.
[2h] Salesforce Expert Analysis - Understand the different roles of Salesforce Architects, Salesforce Developers and Salesforce Administrators. Evaluate when to use consultants and their role within a successful implementation which requires communication and integration with your team to guarantee success.
