Let's approach each challenge with fresh eyes and boundless energy. It's our collective drive and collaborative spirit that will propel us to even greater heights. So, with a renewed sense of optimism and shared purpose, let's charge into the remaining months of 2024! Onward and upward.

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​The topic I want to talk about is how we can be more effective and valuable as consultants to our clients.

Technology is a powerful tool, but its true impact lies not in the  lines of code or server racks, but in its ability to empower human ambitions. As Salesforce consultants, we don't just build systems; we build bridges connecting technology to the heart of our customers' businesses.

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So, what does that mean in practice? It means pushing past the "what" and digging into the "why." What drives our customers? What are their ultimate goals, their long-term aspirations? It's not enough to understand their Salesforce instance; we need to understand their journey, their struggles, and their dreams.

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At a very high level, most customers are trying to do, one or more of the below:

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• Grow their revenue

• Make their customer happier 

• Introduce new products and offerings

• Sell to newer geographies / areas

• Grow their profits / bottom line.

• Make the employees happier

• Build a Partner Ecosystem (many companies sell through channels / partners)

• Improve the quality of their current products & services

• Bring efficiency in the company and streamline its operations

• Make it easier for customers to do business with the company

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Also, our customer could have the following challenges, that we need to understand:

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• They have budget limitations in spending on Salesforce

• They revenue has stagnated

• Their stock price is not doing well (if they’re a public company)

• They are not able to bring new products/services in the market fast enough

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It's crucial to recognize that technology isn't the answer to everything. It's the catalyst, the enabler.  We are not just a technology consulting company, but have to also act as - a management Consulting company. We have to first understand our customer's main problem. We have to make the effort to build relationships with our customers at multiple levels over time, and try to understand the big picture from different levels. Sometimes this might mean taking the help of Account Managers, and Infoglen Leaders, but the results will be worth the effort.

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Only after we’ve understood the key business drivers of our customers, can we design the right systems for them. Otherwise, we’ll build systems which are not thought through properly, and fall short of business needs and expectations. In those cases we often see low adoption of the systems we built, and wonder why our customers are not using them, or not funding the projects properly.

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This is where our delivery and project leads can play a vital role. They can be the trusted advisors, and understand that low adoption rates don't stem from bad systems; they stem from solutions that miss the mark, failing to address the true needs of the business.

Building lasting relationships means earning respect, and that respect comes from understanding the nuances of our clients’ business as intimately as they do. This is why domain knowledge becomes an invaluable asset. We must constantly ask ourselves: Are we just Salesforce experts, or do we also know our customers' domains? Are we also healthcare or financial services specialists? By immersing ourselves in our customers' worlds, learning their language, and anticipating their challenges, we become more than consultants; we become partners in their success.

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Let's embrace this shift in mindset. Let's move beyond just writing the code and build bridges that connect our expertise to the heart of our customers' businesses.

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In conclusion, our commitment to understanding the customer’s business is the cornerstone of our customer success philosophy. By prioritizing active listening, building relationships, and fostering domain expertise, we ensure that technology becomes not just a tool, but a powerful ally in our customer’s journey to success.