Navigating the Salesforce Partner Ecosystem: Part 1 of 3 - New to Salesforce? Start By Finding the Right Partner

The Salesforce partner ecosystem is diverse and can be overwhelming for newcomers. Understanding the types of partners and how to choose the right one for your needs is crucial for a successful project.?

But first, let’s tackle a basic question: why do you need a partner? Can’t you do it yourself? Strictly speaking, you can. If you’re a Salesforce expert, don’t have a strict deadline or fixed budget for the implementation, sure, you could self-implement. But like so many DIY projects, be careful about biting off too much, often best practice principles/architectural principles can be overlooked/missed with self implementations. If the Salesforce project's success is tied to your business performance, you’ll be happier leaving it to the professionals. Some things are best left to the pros; you wouldn't want to do your own colonoscopy. ??

Assuming you elect to work with a Salesforce partner, there’s a few different types to choose from.

Types of Salesforce Partners:

Consulting Partners: These firms offer implementation, integration, and strategy services. They range from global consulting giants to specialised boutique agencies. Consulting partners can help with initial setup, customization, and ongoing optimization of your Salesforce instance. Consulting Partners also offer architectural services, it's like going to an architect/designer/builder when building a house.

ISV (Independent Software Vendor) Partners: These companies develop applications that extend Salesforce's functionality. Their products are typically available on the Salesforce AppExchange, offering solutions for specific industries or business processes. Note that ISV Partners typically do not manage Salesforce implementation for clients.

Reseller Partners: These organisations sell Salesforce products and services, often bundling them with their own offerings. They can be a good option for businesses looking for a one-stop shop for their CRM needs.

In most instances, for organisations that are just getting started with Salesforce it makes sense to work with a Salesforce Consulting Partner. These companies have experience onboarding new users and getting the setup right, which can help prevent headaches later on.?

When you’re comparing partners to decide which one is right for you, there’s a few things to keep in mind to help you make a decision.

Tips for Choosing a Partner:

1. Understand Your Needs: Before you start your search, clearly define your requirements. Are you looking for a basic implementation or a highly customised solution? Do you need industry-specific expertise? Understanding your needs will help you narrow down your options.
2. Check Credentials: Look for partners with relevant Salesforce certifications and experience in your industry. Salesforce offers various certifications for individuals and companies, indicating their level of expertise with the platform. You can filter your criteria to suit your needs on the Appexchange .
3. Size doesn't matter: A large global firm or a smaller boutique agency doesn’t tell you much. Larger firms may advertise more resources and a broader range of services, but often have to contract work out to 3rd parties. Smaller boutique agencies might provide more personalised attention and can offer a variety of services/expertise with higher levels of accountability.
4. Review Case Studies: Request examples of similar projects they've completed. This will give you insight into their experience with organisations like yours and their ability to deliver results. You could even ask for a customer reference that can attest to the results.
5. Initial Consultations: Meet with potential partners to assess their communication style and understanding of your needs. Pay attention to how well they listen and whether they ask insightful questions about your business.
6. Technical Expertise: Ensure the partner has experience with the specific Salesforce products you plan to use (e.g., Sales Cloud, Service Cloud, Data Cloud ).
7. Understanding Cost: Initial implementation costs can invoke sticker shock when diving into cost breakdowns. Work with the rule of thumb that 65% of the total cost should be for the implementation and 35% for your licence costs. This can change depending on your exact product needs, especially in regard to newer more innovative products.
8. Cultural Fit: Consider whether the partner's working style, values, and company culture align with yours. A good cultural fit can significantly impact the success of your partnership.

Ethical Considerations:

It's also crucial to consider ethical aspects that could impact your long-term relationship and business reputation. While people would like to think that most companies are ethical, there’s a few items worth running through with a potential partner just to spot check so they don’t come back to bite you later.

• Conflict of Interest: Ensure the partner isn't working with direct competitors or has conflicting interests that could compromise their objectivity.
• Data Privacy: Verify their data protection practices. This is especially important given the sensitive nature of CRM data. Ask about their compliance with regulations like GDPR or CCPA.
• Regulatory Compliance: Check their track record with industry regulations relevant to your business. Have they faced any compliance issues in the past?
• Corporate Culture: Assess if their values align with yours. This includes their approach to business ethics, environmental responsibility, and social issues.
• Transparency: Evaluate their openness about practices, pricing, and potential conflicts of interest. A transparent partner is more likely to build a trusting relationship.
• Unethical Business Practices: Do a search in reputable news sources for the partner company. Have there been any headlines worth discussing with them?

Salesforce Professional Services:

In some cases, you might consider using Salesforce's own implementation services instead of a partner. Consider Salesforce's services when:

• You want a single vendor that’s responsible for everything, from selling you the licences to delivering the implementation. You also probably get the benefit of deeper insights into the Salesforce product roadmap.
• You prefer direct access to Salesforce expertise. Salesforce is technically the largest implementation partner in the ecosystem, after all.
• You're comfortable with potentially higher costs in exchange for a?shorter implementation timeframe.?
• You are willing to consider a hybrid approach using both a partner and Salesforce Services. You can also bundle this with a Salesforce Success Plan for the full concierge service approach.

In general however, my advice is that partners often offer more flexible pricing, specialised industry knowledge, and a broader range of customization options and integrations outside of Salesforce.

When selecting a partner, prioritise those who demonstrate not only technical expertise but also a clear understanding of your business goals. Look for partners who are transparent in their practices, committed to ethical conduct, and capable of growing with your organisation.

What tips do you have on finding the right partner? If you’ve recently found one, what made them stand out to you? I’d love your feedback, so please be sure to leave a comment or contact me directly.

In Part 2 of this series we’ll look at ways to make the partnership work for you and how to get the most out of it.