Ultimately the success of any IT system boils down to, “Is it being used?”. No matter how good the ROI projections are, or how advanced the technology is, or how little it costs, if users are resistant to making necessary behavioral changes, the final result will be seen as a failure.
I found this post by Nuvem Consulting that details the potential issues with implementing Salesforce. For the most part these issues have nothing to do with the technology per se, but instead with human nature. Their key points for failure are:
- Poor communication
- Lack of support from executive stakeholders
- Resistance to change
- Failure to recognize that Salesforce is constantly evolving
- No champion
- Inadequate or no training
- Processes not clearly defined or that no longer work
- Poor data quality
Success of most IT projects will hinge, in part, on the people and process aspects of the deployment. Dealing with these issues requires a very different set of competencies than traditional IT project management. Including resources within any deployment initiative that are specifically focused on user adoption should be standard practice for any project.