CRM System Implementation is a lot like an Election!

2016-electionLooking back on the recent presidential election season in the United States, got me to thinking…and I mean thinking about a lot more than just politics and which candidate I should vote for. Don’t stop reading just yet. This post is NOT about politics, and other than this one sentence, you will not find mention of Donald Trump or Hillary Clinton at all. What hit me was the realization that CRM implementation is a lot like the presidential election process in the US.

People have different ideas on what should happen

It’s very easy for people who have a narrow focus, only on their specific role (or their specific candidate or political party) to appear biased. They often say things that, from their own perspective, might seem like an ideal solution, but when looked at from the points of view of many different people, a.k.a., other roles in an organization (or the perspective of what’s best for a country and the world,) will not seem so idyllic.

People have different ideas on what’s “right” or “wrong”

It’s very easy for people who have a narrow focus, only on their specific role (or their specific candidate or political party) to appear biased. They often say things or request features that, from their own perspective, might seem like an “absolute must have” feature, but when looked at from the points of view of many different people, a.k.a., other roles in the organization (or the perspective of what’s best for a country and the world,) may seem more like a “nice to have” feature.

People get very excited (or agitated) when you discuss options

It’s very easy for people who have a narrow focus, only on their specific role (or their specific candidate or political party) to appear biased. They often get very excited (or agitated) when you talk about certain subjects that are near and dear to their hearts. In the political world, they could be classified as “left-wing”, or “right-wing.” In the business world, these people would likely be called “champions of” or “passionate about” the topic in question. In most business organizations, a certain degree of discord can be healthy, so long as the ensuing discussions and debates are done in a way that maintains professionalism and avoids personal attacks on one’s integrity.

The role of the Salesforce Administrator

These points are exactly why every company needs a Salesforce Administrator – to manage all the requests; determine the overall impact and importance of them; as well as the ramifications of implementation; and final decision on which requests get implemented and in what priority order. Think of your Administrator as the systems of checks and balances. Regardless of who the CEO, CTO and/or COO is, the System Administrator doesn’t make the rules; they just interpret and enforce them. Now, if only the political climate in the United States could be as logical.

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One thought on “CRM System Implementation is a lot like an Election!

  1. Hello Ben, came across an article that included a name of an individual I worked with at Xerox (one of many in my 37 years) and he has become affiliated with a company that sells, works with, teaches or something similar to those activities relative to Salesforce.com. In short I cannot determine what Saleforce.com really does and how does it interact with a salesforce e.g forcasting, prospecting, sales planning, strategic implementation, shared visioning, partnering. All of those items I was familiar with back in the ice age. That is basically where we spent more time talking to the customer than talking “about” the customer. Quality was a big driver e.g. Malcom Baldridge Award where basically we let process get in front of purpose –basically how it ended up — was there when we sent everyone home with a PC and got out of all those brick and morter barriers…well you can see how that ended up
    Lyle Carter–ps I subscribed so maybe I will see what is going on

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