Get Set Up for Success with Salesforce

Learning Objectives

After completing this unit, you’ll be able to:

  • Identify three core factors that drive success with Salesforce.
  • Access a methodology to optimize these factors for your small or medium business.

Get the Most Out of Salesforce

You made an investment in Salesforce. Now you want to make sure your technology helps you achieve your business goals. So you work with your admin to set up key features, and you encourage your users to enter customer data in Salesforce. But where do you go from here? 

As your day-to-day focus is pulled in different directions, it can be difficult to stay on track. The path to long-term success with Salesforce can become less clear. When you take a moment to check in on your implementation, you might find that you’re not seeing the results you expected.

That's why the Customer Success Group at Salesforce developed clear success paths. We looked back at over 20 years of experience helping customers achieve their goals. Reflecting on what worked, we recognized three core factors that drive success. 

Progress happens when: 

  • People see the value of key features and use Salesforce every day.
  • Process sets the guide rails that keep your business on track.
  • Technology  helps your teams measure progress and connect with customers.

Controlled chaos of SMB and how it can be organized into a diagram.

How Customers Like You Address People, Process, and Technology

Let’s look at how one business owner addressed their people, process, and technology.

Michelle Smith spent 30 years building DreamHouse Realty from the ground up. She helps people find their dream homes in and around Boston, Massachusetts.

Michelle purchased Salesforce to create better experiences for her customers. She also wanted to get insights and measure her teams’ progress toward achieving business goals. She was confident that Salesforce would bring her business to new heights.

Michelle needed someone on her team to take charge of setting up Salesforce. (We refer to that role as the Salesforce admin.) Michelle’s admin is the same person who manages DreamHouse’s IT needs. Together, Michelle and her admin launched Salesforce. They also encouraged their agents to enter customer data. Their use of Salesforce went smoothly for the first year. 

But a lot happened during that year. DreamHouse Realty grew, and so did the number of customers they served. Michelle and her admin were busy maintaining their business. They didn’t have time to look at customer data, assess trends, or update their customer experiences.

Michelle and an agent standing in front of DreamHouse realty.Michelle reviewed the value her business was getting from Salesforce, and didn’t see the results she was expecting. What were they doing with all this data? After talking to her agents and watching them at work, Michelle made some discoveries.

She found that:

  • Her real estate agents entered client data and used the platform to track deals.
  • She and her admin hadn’t asked for configuration feedback from their agents.
  • She had no clear vision for how to take action based on client data.

So Michelle built on what was working: Her agents reliably entered client data. But did Salesforce’s out-of-the-box fields track all the client data they needed? She asked her agents how they kept track of the information that was most important to them. She also worked with her admin to create reports on common factors in the most successful deals.

She discovered that her top agents kept offline records of what style of home their clients were looking for. They wrote this information down on sticky notes and note paper instead of entering it in Salesforce. Because this information gave her highest-performing agents an edge over the competition, she wanted all DreamHouse agents to have access to it.

Michelle worked with her admin to create a new field on contact records in Salesforce to track a client’s preferred style of home. Now every agent enters this preference when they take on a new client. When a new home listing becomes available, Michelle and her agents can immediately see which clients might be interested.

They can then share those listings with interested clients at scale via email. And they can track what home styles are most popular in different locations and neighborhoods. That means Michelle can constantly improve how her agents prioritize listings.

The DreamHouse example shows how a small to medium business can get more value from Salesforce. 

Michelle made sure that her people entered customer data. She explored existing processes and identified a crucial improvement. And she discovered how to make Salesforce technology  more powerful for her business. Now that her agents can take clear action based on customer data, Salesforce is becoming the transformative solution she wanted in the first place.

What’s Next?

This is just one example of how a small to medium business can make improvements based on people, process, and technology. While examples always seem to go smoothly, we know that it can be difficult to accurately assess challenges and find clear next steps.

Your first step toward achieving your goals with Salesforce is to define what you want to achieve. Then you can look at the people, processes, and technology you have and see what needs to improve. That’s how you build a roadmap to success.

The next unit shows you what to work toward in each of these three areas and provides concrete tips that you can put into practice right away.

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