Avoid CRM Project Fail – Step 3 – Develop Capabilities

This week we are looking at how to develop people’s capabilities to understand what Salesforce can offer, how to use it and how to manage the system to achieve success.


Follow in the footsteps of Made in Hackney, who skilled up successfully in Salesforce, and have subsequently scaled their funding, volunteering and programmes as a result. Read the case study here

Through understanding behaviours, communication, and individuals better we can maximise user adoption for our salesforce projects.

At Economic Change we use coaching tools and techniques with organisations throughout the salesforce consultancy process.

Using the NLP Tool of Logical Levels shown above, we can think about 6 ways to appraise and sense check whether your Salesforce Implementation Project is going to sink or swim.

During this process we look at Environment, Behaviour, Capabilities, Values and Beliefs, Identify and Purpose.

The Logical Levels Model is a great exercise to assess the reality of any situation be it an individual, organisation or project, from 6 different perspectives to identify where problems might lie. Let us look at how the model can help you assess why a CRM solution did not get adopted or to flag where risks might lie at during your new implementation project.

Over the next 6 weeks we will work through the Logical Levels from the ground up and you can consider some of the following areas.

Previously we looked at:

Step 3 Capabilities


A project will fail if people do not have the knowledge and skills to know what the system is capable of doing, how to use it or how to manage the system. Here are some top tips to support capabilities.

  • Create and share great demo’s so people understand what is possible with the CRM more widely and tell stories about how other Salesforce customers have achieved success.
  • When new people start using a CRM give them a proper onboarding training programme to introduce the CRM, it’s importance and value to the role and organisation, what it can do and how to use it.
  • Create training content that lends itself to different learning styles for example, visual, auditory, kinesthetic, auditory digital. Start with the ‘why’ – explain the importance of the system to the job, then demonstrate how to use the system, next, give them the opportunity to walk through the system with some training scripts and follow this up with an open door, so they can additional support if needed.
  • Set up a formal training programme and support desk that is accessible and enables two way feedback so you can identify how users are getting on, how confident they are and where challenges and new requirements may exist.
  • Invest in upskilling people to be system administrators so they can manage the system and support the users on a daily basis.

To enhance your capabilites you can benefit from our EARLY BIRD DISCOUNT on our Salesforce Admin Training Course if you book before the end of November, book your place now and get started with the training today

At Economic Change we support clients to undertake business analysis and customise Salesforce to enhance behaviours. Contact us to find out more about our CHARITY DISCOUNT PACKAGE here if you would like our help

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