Salesforce makes software development easy: with just a few clicks, the (internal) customer's requirements are met. Due to the fast implementation, people often forget to think and plan. My three guiding principles help to keep the long-term goals in mind, even with rapid development.
The 360° view of the customer is an essential success factor in actively shaping the business relationship. Companies strive to map the complete customer journey including all contact points - offline and online - in CRM.
In practice, this goal is often not achieved. There is a lack of well thought-out system architectures. Rapid success is aimed for. The long-term development and usability of the system are ignored.
There are examples of quick solution implementation without long-term planning in every company. A former employer of mine had the requirement to display shopping baskets of the B2B online shop in Salesforce. The easiest and fastest solution: create a new lead for each shopping cart and save the contents of the cart in a free text field. The sales department was satisfied: Shopping baskets were now viewable in Salesforce as desired. With the use of the solution the requirements grew. The sales department wanted to be able to create quotes directly from shopping baskets. Marketing also wanted to measure the success of the lead. It was not possible to generate a structured offer from the free text information. Neither was a targeted analysis of the shopping baskets possible. This was followed by a complex reorganisation of the process, in which shopping baskets were saved as opportunities in order to meet the mature requirements.
To keep Salesforce systems simple in the long term - both for the users and for me as an administrator - I follow these three rules: