Navigating the 7 “C’s” to Keep Your Salesforce Tech Stack Afloat

Maintaining a high-functioning tech stack is not just a necessity—it’s the backbone of successful operations. Whether you are overseeing Salesforce or another CRM system, the importance of sustaining an optimal tech environment cannot be overstated. But it doesn’t go without saying that achieving this is easier said than done.

In Ops, it isn’t uncommon to face challenges like uncharted customer journeys, disorganized data, and broken integrations that divert your entire day. And if left unresolved, these issues could impede your team’s productivity, hinder the quality of customer experiences, and even impact your bottom line.

But fear not! The WizOps team joined forces with UserGems, Nue, and Operatus to guide you through these challenges in our Webinar, “Navigating the 7 C’s to Keep Your Salesforce Tech Stack Afloat.”

Not a webinar fan? No sweat. Below, we’re recapping the seven critical principles for effectively managing Salesforce and its integrated tools to better support your GTM teams.

7 “C’s” to Keep Your Salesforce Tech Stack Afloat

Having a streamlined, consolidated, and controlled tech stack isn’t just about preventing data breaches or ensuring compliance. It’s about creating an operational framework where every piece of technology serves a strategic purpose, every piece of data is actionable, and every team member is empowered. And to successfully achieve this, you need to build the foundation of your program with 7 critical steps:

1. Customer journey mapping
2. Consolidating your tech stack
3. Controlling your data
4. Change management
5. Clarity into data flow
6. Compliance
7. Collaboration & communication

Each component is a critical piece of the puzzle, getting you closer and closer to a high functioning tech stack. Let’s dive into where to get started within this journey:

1. Complete customer journey mapping

Customer journey mapping is pivotal for Ops professionals as it provides a nuanced view of every customer interaction with the product. This helps you identify and rectify any and all pain points and friction in the customer experience– hello value prop!

What’s more, is in understanding and optimizing each stage of the customer journey, you can enhance operational efficiency, streamline processes, and ensure the delivery of high-quality, seamless customer experiences across your GTM teams. 

Here are some tips for getting started with customer journey mapping:

Adopt a holistic approach:

• Engage in comprehensive customer journey mapping to understand every facet of customer interaction and experience.
• Gain invaluable insights into customer needs and how your product can fulfill them.

Foster a interconnected mindset:

• Encourage collaboration across all internal teams to ensure a seamless and interconnected operational approach.
• Recognize the importance of having an integrated mindset in building a strong tech ecosystem.

Seize the opportunity to impress:

• Utilize the initial interaction with customers as a golden opportunity to make a positive first impression.
• Strive to make every touchpoint count by offering value and exceeding customer expectations.

Prioritize customer-centricity:

• Focus on delivering seamless experiences, as customers have no concern for internal silos or operational complexities.
• Ensure every step of the customer journey is optimized from a customer-centric perspective, eliminating any friction or hurdles.

Consider the entire tech stack:

• Go beyond the components directly managed by your team and evaluate the entire operational stack.
• Identify and rectify any discrepancies or inefficiencies in the tech ecosystem to ensure smooth operations.

Take action on your insights

• Leverage the insights gained from customer journey mapping to make informed decisions and implement strategic improvements.
• Continuously refine and optimize the customer journey based on feedback and evolving customer needs.

2. Consolidate your tech stack 

As stewards of organizational efficiency and effectiveness, it is imperative for Ops pros to lead the charge in optimizing the technological landscape, mitigating complexities, and fostering an environment conducive to innovation and growth. But evaluating what technologies are nice-to-haves vs. must-haves can be challenging. 

As you look to consolidate your tech stack, here are some suggestions to consider:

Evaluate the impact on data management and quality:

• When adding a new tool, assess its potential effects on data management and the quality of information across customer interactions.

Prioritize your end-user’s needs:

• Focus on solutions that serve your end users optimally, rather than what solely suits the organization.

Avoid overcomplexity:

• Strive for simplicity to prevent adoption issues and user abandonment, ensuring a unified and user-friendly environment.
• Maintain a unified environment that simplifies user interactions and experiences, mitigating risks associated with overly complex tech stacks.

Enhance user satisfaction and cost efficiency:

• Search for consolidation opportunities that not only enhance user satisfaction but also contribute to cost savings.

3. Control your data

As architects of organizational workflows and processes, it is crucial for you to ensure that data is not just available but is also actionable, harmonized across platforms, and driving tangible outcomes.

But with your data living in so many different places, this can be a challenge. Here are some tips for controlling your data across your tech stack: 

Centralize your data

• Gather high-quality data from various sources and centralize it in one accessible location to empower your team.

Ensure data availability and actionability:

• Make necessary data readily available and actionable, eliminating the need for team members to leave the platform or compile information from multiple sources.

Monitor data evolution:

• Regularly track how data evolves over time, not just focusing on the initial input, to maintain its relevance and accuracy.

Harmonize integrated tools:

• Ensure that any tools integrated into your tech stack are compatible and allow for seamless data flow between platforms.

Foster a cohesive data ecosystem:

• Strive for a unified and efficient data ecosystem where information is coherent and processes are streamlined.

Regularly review and update data management strategies:

• Continuously refine and optimize data management strategies to adapt to changing organizational needs and market conditions.

4. Implement a change management process

Changes in your organization are inevitable, but how you introduce change to your org is up to you. New changes will ideally occur with minimal disruptions and ensure a smooth transition within the sales process. And your success ultimately depends on successful change management- with 47% of organizations that integrate it more likely to meet their objectives. Here are some top tips to navigate successful change management within your organization:

Introduce changes gradually:

Opt for an incremental approach to change management, introducing one change at a time to reduce risks and resistance.

Build a compelling case for change:

• Develop a clear and compelling “why” early in the process to garner support and enthusiasm from the team.

Conduct thorough user acceptance testing:

• Engage in meticulous testing and validation to ensure that the changes align with user expectations and needs.

Minimize disruptions:

• Implement new changes in a way that causes minimal disruptions and ensures a smooth transition within all processes, not just sales.

Foster a supportive environment:

• Encourage a culture where improvements are welcomed, and changes are seen as opportunities for growth and enhancement.

Identify and empower internal champions:

• Recognize and support individuals who embrace new processes and can act as advocates for change within the organization.

Communicate effectively:

• Maintain open lines of communication throughout the change process, addressing concerns, and providing clear information on the benefits and impacts of the change.

Review and adjust strategies:

• Continuously assess the effectiveness of change management strategies and be willing to make necessary adjustments based on feedback and outcomes.

5. Have clarity into your data flow across your tech stack

The journey to control and understand your data is pivotal, as it allows you to navigate the intricacies of change management and to ensure the security, accuracy, and relevance of every piece of data collected and stored within your organization.

But having control over all your data is no picnic. The average company has more than 2,000 silos of information, each housing data that is inaccessible to other parts of the business. So, what steps can you take to get more clarity? We’re glad you asked:

Prioritize data control starting now

• It’s never too late to embark on the journey toward data control. Focus on establishing a robust foundation and understanding the evolution of data over time.

Run a data audit & prioritize essential data:

• Engage in meticulous consideration to determine what data is crucial and devise strategies to maintain its security and accuracy.

Understand the ‘why’ and the ‘how’ of changes:

• For any change or enhancement, develop a clear understanding of the reasons behind it and the methodologies to measure its impact, ensuring well-defined objectives and coherent assessment strategies.

Maintain comprehensive understanding:

• Go beyond mere data clarity and strive for a comprehensive understanding of data interactions and evolutions within the entire tech stack.

Implement robust data management strategies:

• Develop and refine data management strategies continuously to adapt to evolving organizational needs and to maintain relevance and accuracy in the ever-changing operational landscape.

Leverage advanced data analysis tools:

• Employ sophisticated tools and technologies to analyze data flows and interactions within the CRM and integrated tech stack, gaining deeper insights and enhancing data-driven decision-making.

6. Be compliant 

Compliance has become an integral aspect of every individual’s customer journey. It’s no longer just a concern for regulatory teams, but affects everyone across the org. 

In an era where data breaches are a reality, the focus has shifted from solely preventing breaches to being able to swiftly pinpoint issues and enact effective solutions. An agile response is crucial for maintaining trust and data security. Here are some tips to ensure data compliance across your tech stack: 

Adopt a proactive approach to data breaches:

• Shift the focus from solely preventing breaches to swiftly identifying and resolving issues, maintaining trust and data security.

Maintain a well-documented data dictionary:

• Develop and uphold a comprehensive Salesforce data dictionary to serve as a reference point and aid in onboarding new team members, ensuring uniform understanding and adherence to compliance measures.

Create and manage a robust AI policy:

• In the context of prevalent open-source technologies, it’s critical to formulate and manage clear and stringent AI policies to balance technology utilization with customer information protection.

Foster agile response mechanisms:

• Cultivate the ability to enact effective solutions promptly in the event of any compliance issues or data breaches.

Ensure organizational alignment on compliance:

• Work towards a unified understanding and implementation of compliance measures across the organization to maintain a compliant and secure environment.

Educate and train teams:

• Invest in regular training and awareness programs to instill a deep understanding of compliance requirements and responsibilities among team members.

7. Ensure streamlined collaboration & communication 

86% of employees cite the lack of effective collaboration and communication as the main causes of workforce failures. With your role leaning so close to revenue, joining this statistic just isn’t an option. Communication is critical– but how do you foster a workforce that knows where to communicate and encourages it? Here’s some tips to get you started:

Understand end user tool utilization:

• Gain insights into how end users utilize tools to foster effective collaboration and address any challenges or needs proactively.

Maintain executive level understanding:

• At the leadership level, maintain a holistic understanding of operational functionalities and their rationales to inform strategic decisions effectively.

Foster open exchange of ideas:

• Create a conducive environment where information and ideas are exchanged freely, and collaborative efforts are encouraged.

Align on common goals:

• Work towards a shared vision and common goals to ensure that collaborative efforts are synergistic and productive.

Invest in effective communication tools:

• Leverage advanced communication tools and platforms like Slack to facilitate seamless interaction and collaboration across teams.

Develop clear communication protocols:

• Establish and adhere to clear and effective communication norms and protocols to avoid misunderstandings and ensure smooth information flow. For example, quick one off questions might be appropriate for slack, while Salesforce update requests should go through a support ticket.

Conclusion: Take Your Tech Stack from Afloat to Thriving 

Embracing these 7C’s will ensure that your business stays ahead of the curve, adapting to evolving customer needs and market trends– all while maintaining a high functioning ecosystem for your Salesforce Org and its integrated tech stack. And completing them in this order is critical to ensuring your program is built on a solid foundation. 

Keeping your tech stack afloat requires implementing the right tools to upkeep its maintenance. That’s where Sonar comes in. Sonar gives Ops pros the ability to seamlessly make changes within their Salesforce and integrated tech stack– without the fear of causing breaks. From complete tech stack visibility to automated documentation, we’re here to help you spend less time troubleshooting and more time delivering high-growth projects. Try Sonar free today.