How to
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The business decision to move to an integrated systems approach through a Salesforce platform, including Marketing Cloud and/or Service Cloud, allows you to create a strong customer journey and build ongoing engagement. To do this well, you need an implementation strategy. These seven points are key to creating an effective strategy.

  • Understand Where You Are Now

  • Ensure Minimum Disruption

  • Choose the Right “Solution Engagement” Partner

  • Appoint an Executive Sponsor and Project Sponsor

  • Create Internal Buy-In

  • Keep Lines of Communication Open

  • Immediate Gain with Long-Term Benefits

 

Understand Where You Are Now

Having a clear picture of your current process allows you to understand what works and what needs to change. You may decide to integrate some or all of the new platform elements into your existing infrastructure – or you may wish to start fresh.

 

Ensure Minimum Disruption

As you review your current process and define what you will improve on to build an integrated process that provides you with key consumer data, it is important to make sure that your current customers or clients experience minimum disruption. This takes planning.

 

Choose the Right “Solution Engagement” Partner

Identify a partner that has a range of experience including marketing, sales and service, and product functionality. Experience with Marketing Cloud and/or Service Cloud within your industry is also important. The right partner with relevant experience will support your success.

 

Appoint an Executive Sponsor and Project Sponsor

A provider such as Salesforce will offer support as you move into an integrated system. Your “Solution Engagement” partner is also key here. In addition, internally, someone in leadership and a project sponsor should be appointed – they will “own” the process from within your walls and ensure it goes forward.

 

Create Internal Buy-In

Make sure that your team understands the value that integrated data brings to your company and your sales results. Show them how it will positively affect their roles in creating a more effective customer journey with better engagement. Engage them and keep them in the loop.

 

Keep Lines of Communication Open

Your “Solution Engagement” partner has extensive experience with the technical aspects of the Salesforce platform as well as in strategic marketing, sales, and service, customer journeys and engagement. When you face a challenge or see an opportunity, talk to your partner and work together to address it.

 

Immediate Gain with Long-Term Benefits

No successful organization stands still for long. An implementation strategy allows you to address immediate needs for an integrated process that provides you with key data insight and allows you to plan. Identifying and addressing immediate needs, as well as those in future, is crucial to ongoing success.

 

Want to Know More?

Creating an implementation strategy requires an in-depth understanding of the specifics that your company requires relevant to our industry and customer engagement goals. It isn’t a one size fits all approach, and requires experience and expertise.

 

What do you see as the rewards, challenges or opportunities of an implementation strategy?