How to measure Salesforce ROI

How to measure Salesforce ROI

How to measure Salesforce ROI


Salesforce is an essential SaaS application for companies to run a data-driven business. CRM is the system of record at the center of your business, and the right usage of CRM data is critical for high-performing go-to-market teams. Given these factors, Salesforce is commonly one of the biggest line items in an IT budget.

The many features of Salesforce can translate to a rather complex pricing model. There are multitudes of different products, each with their own unique pricing structure and license tiers, from the most ubiquitous function-specific tools (Sales Cloud, Service Cloud, Marketing Cloud) to the platform tools (Platform, Force.com) to the bundled giveaways (free Chatter). The list goes on. 

As an IT leader responsible for negotiating and managing the tool, you do your best to ascertain which license tiers different users within your organization require, but Salesforce cost control can quickly get messy and confusing. Just as Marketing, Sales, and Customer Success need to run data-driven organizations, IT needs to be able to make informed, data-driven business decisions.

What you’re paying for, and how much you’re paying for it, is just one side of the all-too-important ROI equation. Beyond controlling your Salesforce costs, you’re also trying to determine what the return is: are employees actually adopting and using specific license types as intended?

Chances are you’re trying to measure both sides of the ROI formula in the weeks and months leading up to your next renewal. But it’s not enough to understand your Salesforce ROI right before your renewal. These ad hoc analyses are not only manual and time-consuming, but they’re imprecise and ineffectual. You need to be measuring Salesforce ROI in three ways: continuously, precisely, and dynamically.

Measuring Salesforce ROI continuously

Most Salesforce customers are on annual or multi-year contracts, so measuring Salesforce ROI tends to be an annual project, at most. But that post hoc, reactive analysis leaves significant value on the table. As your organization constantly changes with new employees being hired and existing employees changing or leaving roles, so do your Salesforce licensing needs. Are you getting maximum value from Salesforce at all times throughout the year?

The good news is that the “R” side of the ROI equation isn’t fixed. Real-time usage trendlines enable you to drive better returns by doubling down on enablement where needed. Perhaps usage is dipping – be alerted of that so you can quickly activate the sales enablement team to drive usage back up. 

Meanwhile, on the cost side, maybe you’ve overprovisioned on Sales Cloud licenses leading to some teams having access to expensive functionality they don’t actually use. Continuous usage monitoring means you can quickly re-allocate certain licenses to a less-expensive license type as a way of better balancing your existing licenses. Salesforce cost control needs to be done continuously in order to avoid expensive and unbudgeted true-ups. 

Productiv’s leading SaaS Management Platform enables you to easily see Salesforce usage trendlines, get notifications on weekly or monthly changes, and set adoption goals to drive up the value your organization is getting and drive down the dollars your IT budget is wasting. 

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