When your Salesforce CRM outgrows the person who owns it…
A few years ago, Sales leadership bought Salesforce. Over time, management realized a substantial revenue increase as a result of gained visibility into your selling data. Soon, your marketing, operations, and customer support teams all want on the platform. After the initial pushes, each of these organizations starts to realize cost savings and increases in revenue.
Now, everyone has an appetite for new functionality. However, since Sales Leadership still owns the application, they have the final say on where development resources are used. And wouldn’t you know it — the Sales department always gets the new toys. Everyone else is left in the dark. The Sales leadership gives you the old “but we bring in all of the money” argument and that’s that.
Now that your Salesforce platform has graduated to an enterprise–level tool (and not just a shiny new toy for Sales), you might be wondering… who in your company should own it?
The IT Crowd
One of the most obvious answers is your company’s IT organization. They are a team of technical experts who:
- Are well-versed in delivering projects alongside the PM organization
- Already own and maintain most of your other business applications.
- Have important knowledge related to information security to keep your data safe
- Understand complex business architecture to keep your business applications and data centers from colliding
Now that your CRM environment has grown complex your IT team is a great choice. They will complete everyone’s important projects and help to settle disputes about timing and logistics.
While IT can be a great choice, there are some shortcomings. First and foremost, they have a LOT of other stuff to deal with. Furthermore, many IT leaders just don’t know that much about Salesforce. It is a beast of a platform in its own right and needs some serious attention to stay healthy.
To address this issue, we turn to a dedicated Salesforce Center of Excellence. I could write a whole article on a COE (another time). Basically, a Salesforce COE is an internal team of experts who focus solely on the growth and health of the platform. This team generally comprises both technical and functional Salesforce specialists. It might have a dedicated Project Manager, Business Analysts, and Developers or just multi-functional Salesforce Certified Administrators.
Salesforce Managed Services Vendor
Many businesses either don’t need a full time Salesforce resource or can’t afford to hire one. A dedicated Salesforce expert can be well over $100,000 per year, plus benefits. Even more expensive can be letting your Sales Ops Analyst go in and try to “figure it out”. Maybe your company already has one dedicated Salesforce person and they just can’t possibly do it all.
A Managed Services Vendor provides many benefits:
- They are flexible with headcount – scale up and down as you need it. You aren’t paying someone full time to sit around when times are slow. You can always get more help when things get especially busy.
- Your dedicated Salesforce expert will also be backed by the expertise and experience of everyone in their whole company.
- Salesforce Consultants have knowledge of industry best practices. They also know what your peers are doing with Salesforce to help you stay current and get the most out of your investment.
- There are many ways to package the service! A flat monthly fee for a set number of hours or a pre-paid “bucket of hours” are both popular. Either way, it’s a good opportunity to keep your team lean and get optimum value for your investment.
Is your company stuck with the question of “Who should own Salesforce?” I’d love to hear about it in the comments! What are you doing to resolve it?
In the meantime, learn more about Managed Services at Bryto!