With Salesforce, Business Transformation Matters Most

Liz Herbert and Chris Andrews at Forrester just put out a research article entitled, “Picking a Salesforce.com Services Provider: Business Transformation Matters Most”  (Warning, you either need a Forrester Subscription or be willing to pay for the individual research)

I’m not going to repeat wholesale what Forrester has invested in researching but I wanted to note a couple things I think are completely relevant and frankly, highlight the approach Perficient usually takes. (Yes, I’m patting myself on the back)  I’ve said for years that any project should take a holistic approach.  It’s not just about technology, it’s about what’s important to the business and you use a wide range of project management, collaobration, PMO, and other tools to make the entire thing successful.  One of those tools is change management or business transformation.  Forrester specifically states some items that drive the business transformation:

1. Salesforce clients thrive with a variety of ecosystem add-ons. (not business transformation yet but it’s more than one tool)
2. Buyers should separate value from rates.  I cannot agree enough with this statement.  If time is money then even if a good consultant costs three times a bad consultants rate, you should take into account the desired business outcome and how long it will take to do successfully.  One client actually told us that with our costs, he could do that project three times with his offshore vendor.  Our reply was that failing three times was still worse than succeeding in 1/3 the time.
3. Clients complained that Providers didn’t push enough.  Now I can learn something from this because I’m guilty of not pushing enough when they say they don’t want to go through the effort of business process change.  I love it because the end result is better when you change the business for the better with the new tools you give them.

One last note on a typical project. It’s one of may interesting figures in the article.

Forrester survey on Salesforce apps used by clients.

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For a more thorough review, get the entire research article.