Even with the best will, best people and best insight, things are not always right first time. Version 2 is usually better than version 1. And hindsight is a wonderful thing! Treat your system and processes like living things. Feed them, nurture them and adapt them to make sure they are doing what your people and your business need. Create a culture of change and people will engage with change more effectively.
Encourage user feedback
People will use a system if it helps them do their job – whatever that means for them, be it better, faster or easier. So, if the system is seen to move forward as the business changes, people are more likely to treat the system with respect and use it. Similarly, lots of positive suggestions that actually go nowhere are not good for the system, morale or the business. Salesforce Chatter is a great way to achieve this collaboration.
If the data isn’t perceived to be good then people won’t trust the system and they will be less inclined to use it. Also, pay attention to how you can keep your data quality tip top. Create a data management policy so everyone in the business knows the value of the data, how to manage it and keep it clean. Within Salesforce.com you can;
- Use validation rules, workflow, flow and processes to manage data input
- Consider a de-duplication app
- Capture only what you need
- Appoint a group of cross business people charged with the responsibility of keeping your data in shape.
Engage with the system day to day
Use the system for sales meetings, marketing planning, stock analysis, purchasing reviews – sounds obvious but many systems are used as data sinks. Engage the system actively in day to day business and users will actively engage with making the system better and delivering business and customer benefit. Stakeholders need to use the system too – like email, to be effective everyone should use it.
Salesforce has some simple ways to track adoption and engagement. Use reports and dashboards to track usage, identify areas where improvements are needed and review the effectiveness of the system. Don’t be afraid of admitting that the measurements show change is required to make the system better. Taking a step forward is better than staying in the same place.
If any of these reasonate with you and your system would benefit from a little tender, loving, care please get in touch with us.
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