Detour or Highway – how to build partnerships for a successful Salesforce journey?

The million dollar questions are: How does one as a company  avoid the pitfalls and build a partnership that works? What are the key success factors to focus on?

Based on several examples of successful projects and unfortunately some less successful too, I am able to summarize the lessons learnt into three topics: 

1) joint commitment 

2) effective communication and governance 

3) team with technical and cultural fit. 

So if you want to maximize your chances of succeeding together with a partner, please keep the following guidelines in mind. And this applies for all parties – Salesforce as license provider, company aiming to build business processes using Salesforce platform as well as business transformation consultants and IT vendor(s).

1. Joint commitment

As you are about to enter into a joint journey, be ready to align your goals and vision for the work. The first step of successful partnership is to make sure both parties find the engagement important and are committed to the objectives. I would argue that I have seen too many cases where it all goes  wrong from the very beginning. Example of why, the contract is negotiated with the mentality that there is buyer and seller and the best deal for each is the one where the other party signs a deal with bad conditions. How do you ever make the journey motivating and existing for all members after that? And isn’t a partnership better if you have a contract where both parties win?

Instead of considering the contract as a one time off deal ensure that you set a common ground for mutual commitment and agree on the shared objectives. Both parties should have a clear understanding of their goals and how they align with each other. This includes mutual benefits, such as increasing sales, improving customer satisfaction, or streamlining processes. If you are able to build the contract with these values even better. But even if you are not, please make sure you agree on how to build transparency on the KPIs and follow up on those in a joint manner. A shared vision for how to leverage Salesforce to drive growth and innovation helps maintain focus and motivation throughout the partnership as well as getting the most out of the investment.

2. Effective communication and robust governance  

“Coming together is a beginning; keeping together is progress; working together is success,” a famous quote  by Henry Ford is emphasizing the importance of collaboration and partnership in business. If setting up a common vision and objectives is the baseline for success, effective communication and collaboration is required in order to progress. 

In successful partnerships establishing clear channels for interaction ensures streamlined communication, while setting expectations regarding roles and responsibilities fosters alignment. There will be challenges and plans that need to be changed so without channels for communication and encouragement of active listening it is impossible to move forward. An inclusive environment, and having strategies for conflict resolution helps address misunderstandings promptly. Additionally, maintaining documentation and transparency builds trust among partners.

Equally important is robust governance. Defining a governance structure outlines decision-making processes and authority roles, while establishing performance metrics and accountability measures allows for regular evaluation of the partnership’s effectiveness. Risk management is essential to identify and mitigate potential challenges, and conducting periodic reviews helps adapt governance to evolving needs. Finally, addressing cultural alignment enhances collaboration and strengthens the partnership. Together, these elements create a solid foundation for achieving mutual success.

3. Strong team with technical expertise and cultural fit

We talk about IT projects and expect technology to solve many of our daily challenges. But even in the era of AI and advanced technical innovations business is still about people. People using the solutions or people configuring and developing solutions to fit into business needs. And that is why it is crucial to make sure the people working together are enabled and skilled for that. 

A team equipped with strong technical skills is essential for navigating the challenges of modern technology. So you cannot succeed without the right Salesforce experts in the team bringing specialised knowledge that drives innovation and improves processes. They know what works and what not based on practical experience and this can save the project from big mistakes. The team should be built with an aim to leverage the latest tools and technologies as Salesforce platform capabilities are advancing with a speed that is hard to keep up with. The right expertise not only increases productivity but also positions the organization as a leader in its field. Furthermore, continuous learning and skill development within the team ensures that the organisation remains agile and adaptable to change.

As the partnership should be built on common goals and transparency, learning and feedback are essential parts of the success. Both parties should commit to providing continuous training and time for learning thus ensuring that everyone is equipped to leverage Salesforce effectively, adapting to new updates and features as they arise.

In addition, while technical skills are crucial, cultural fit plays an equally important role in team dynamics and overall success. A team that shares common values, goals, and work ethics fosters collaboration and enhances communication. When team members feel aligned with the organisation’s culture, they are more engaged and motivated to achieve shared objectives. A positive cultural environment encourages open dialogue and allows team members to express their ideas and concerns freely, leading to innovative solutions and a more resilient organisation. Additionally, when employees feel that their contributions are valued and respected, job satisfaction and retention rates improve, reducing turnover costs and maintaining continuity. All crucial factors for long term success. 

Strong partnership is the foundation for successful Salesforce journey

A typical topic to discuss related to Salesforce implementations and partnership issues is whether a company should apply multi-vendor or single partner strategy to support the development journey. And like for many topics there is no “one size fits all” solution for this. Depending on the company maturity and internal resources, scope of the project or transformation, timeline and overall business criticality of the topic, different options might be relevant. But regardless of the decision, success of the journey is dependent on the strength of the partnership. So if you want to build strong and successful partnerships be ready to invest in joint vision and targets, communication & governance and expertise of the team. With these elements your journey will be a highway to great results!    

Are you looking to make your Salesforce journey smoother and more successful? Let’s discuss how a strong partnership can help you achieve your goals. Reach out so us to get started.