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How one RIA's faith in Salesforce's sophistication led to cut-and-paste hell and a major rethinking

After a dazzling SF demo, Portland Global Advisors planned to dump its advisor-dumb Microsoft CRM for Salesforce but the devil was in details

Author Sanders Wommack January 22, 2014 at 7:44 AM
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Derek Jaskulski: My gripe is that when you have special groups like advisors, [Salesforce] should be aware that e-mail retention is an industry requirement.

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April 24, 2014 — 6:54 PM

Having lived through many software migrations and implementations in my time as a business analyst and project manager, I find this article very telling in that I suspect a couple of factors were in play here that were excluded from this obviously one sided article about one RIA that had trouble implementing Salesforce,

1. the implementation was being performed by someone that didn’t know Salesforce and hadn’t spent time understanding it prior to beginning the implementation,
2. the implementation was being performed by someone that didn’t know how to use Excel to massage their existing data into a format that was needed for loading by Salesforce,
3. there is likely some merit to the comment that Salesforce had about a lack of executive availability (based on my own expereince in their sales team’s dogged pursuit of my business in the past),
4. there was never an effort to redesign and improve business processes as part of implementing a new technology. Instead of looking at where improvements could be made, they took the approach of 'Let’s do it the same way we always did, but with a new CRM’.
5. there was a significant under-estimation of the time required to implement a new CRM, which is a very common mistake in CRM implementations, as users over simplify their needs and expectations.



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