Let’s talk about how to best involve users when we execute a Salesforce project?
In several projects I’ve been part of, I’ve seen business users either not involved at all or brought in very late in the process. The primary stakeholders often say, “We know what they want.” Unfortunately, that’s a mistake.
This approach is far from best practice.
I always suggest to involve business users early to secure their commitment
–> But with certain conditions.
Three observations:
1 / When individuals are not involved in initiatives, decisions, or issues that affect them, this leads to compliance at best and to resistance or even rebellion at worst.
2 / However, this doesn’t necessarily mean that “involvement is good.” There is no guarantee that involving employees early in the Salesforce initiative will lead to greater commitment. For the employee, the problem must be worth the time and effort. Participation in workshops takes time and energy. If you want it, you must allocate the time.
3 / Often, the major problem is not employee resistance but managerial resistance. Sometimes, managers don’t really want the involvement of business users, and the decisions might have already been made. If everyone realises this, the approach will undoubtedly backfire, leading to future problems.
I do believe the early involvement of business users in any Salesforce initiative is always appropriate. But conditions must be met. If you have been involved in discussing it, you are more likely to be interested in its success. Additionally, it should give business users a feeling of “ownership” and that “we listen to them.”