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Implementation Best Practices
Posted By:  Maria Kelley
Wednesday, November 9, 2016

CRM implementations have failed for years because organizations have not set up these systems to provide enough value to the users of the system.  If all the system does is provide a place to enter data, users will not use it.

NexGen has been developing best practices since 2007.  Our job is to design applications to provide significant value to our clients so users are motivated to keep Salesforce. We are beginning a new blog series that will detail all of our recommendations.  This week we will focus on Usability.


Cluttering the screen with too many tabs can often confuse users and make it difficult for them to clearly understand what the application can do for them.  One best practice is to simply reduce the number of tabs available to users as well as eliminate any fields that are not needed.  Just because a tab is hidden does not mean that the records in that tab can’t be viewed.

Usability has four major components:

  • Effectiveness
  • Efficiency
  • Satisfaction
  • Learnability

Without all of these components working simultaneously, end users will not utilize Salesforce to full capability.  During the planning stages, the team becomes immersed in all of the details and often forgets how it will look from the end user’s perspective.  However, user adoption must always be a top priority.  So, how do you make sure your system has good usability?

Usability Testing

Usability testing is simply looking at the system from the perspective of the end user.  It is not a focus group, where everyone says what they do and don’t like, and it’s not a commercial, where the planning team tries to convince the group what great systems it has put into place.  Instead, it is an unbiased look at how is actually being used in your organization.  Here are some tips for your usability test:

  1. All sessions should be one on one.  When in a group setting, users will tell you what they think others (especially management) want to hear about how they use
  2. Plan 4 to 5 sessions with 4 to 5 different user
  3. Use a screen share mechanism, so they are not in the same room as the moderator.  Remember, the moderator is to be totally unbiased, and body language is hard to hide
  4. Use the sandbox – you don’t want management to see a lot of fake sales!
  5. Be sensitive to the calendar – don’t plan it when that department is busy
  6. Protect your sources – do not write a report that says “John Smith hates x field and never uses it”….you will never get an honest answer again

Again, remember that the key to success is user adoption and good usability is the only way to get there.  Once you have all of your feedback, you can go back to the drawing board and reconfigure and redesign.  Your time will have been well spent when you improve user adoption and improve your Salesforce solution.

Our Best Practices for Salesforce Solutions that Work guide contains best practices gained through our extensive experience working with Salesforce customers from businesses of all sizes.

Click HERE for a copy of our Best Practices for Salesforce Solutions that Work.



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