Trends Report

Manage Your Customer Content In The Salesforce Context

Enterprise Content Management Adds Value When Documents Drive Deals

May 27th, 2015
With contributors:
Liz Herbert , Kate Leggett , Leslie Owens , Shaun McGovern


Salesforce has become a dominant platform for customer-facing sales and service professionals, as well as the marketing, operations, and technical teams that support them. Active users spend much of their busy workday in this core platform, relying on Salesforce tasks and opportunities to drive their work priorities. Documents such as contracts, proposals, or marketing materials, often created in office suites or received in email, can be attached to Salesforce records and provide context to an interaction. This Salesforce-stored content, however, can become a gap in an information governance strategy if left unmanaged. Enterprise architects need to step up and identify integration opportunities as well as evangelize best practices to manage enterprise content to their sales, marketing, and customer support teams. Do this before the classic document management sinkholes develop in a Salesforce deployment. Today, Forrester sees customer-facing roles struggle with version control, duplication of work, and failure to dispose of obsolete content, often resulting in needless storage bloat within Salesforce. EA pros should read this report to understand how to optimize content delivery in Salesforce and embed governance into this essential enterprise application platform.

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