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Salesforce.com Secrets of Success: Best Practices for Growth and Profitability, Second Edition by David Taber

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Chapter 5. People and Organizational Readiness

Automation doesn’t eliminate human error, it merely replaces operator errors with design errors.

—IBM

This chapter should be read by the executive sponsors to set the right high-level goals but is actually intended for everyone on the SFDC implementation team; it will help team members gauge the state of user readiness. While users in small organizations can skim this chapter, members of larger, more complex organizations need to understand it in detail for a successful deployment across multiple divisions.

Before starting the implementation, project leaders need to understand their organization’s CRM maturity and state of readiness so as to better appreciate which benefits are within reach for their ...

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