3 Reasons to Build Your CRM Around Employee Experience

There is no doubt that a happy customer is an important aspect to any organization. After all, it’s a customer-centric world. As businesses continue to move to a subscription-based model, there is a greater weight on the service, relationships, and customer satisfaction each business provides to their customers. Experts estimate that as much as 80% of your business comes from renewals and existing customers.

Employee experience plays a huge role in keeping customers happy and sustaining company loyalty. A happy employee is someone who feels empowered to do their job well. Burdensome tools or systems that detract from a seamless experience can be frustrating for employees and customers alike, deflating enthusiasm, and tarnishing the product.

The top organizations are targeting employee-facing initiatives as one of their top objectives in 2016.

Here are three essential components to creating long-term value for your employees:

1. Value Your Employees’ Time Outdated solutions hinder an employee’s ability to do their job efficiently. Tasks such as data management, reporting, release management, and opportunity management are time consuming in legacy systems. Spending hours of time in these categories hurts the overall employee experience, and takes their time away from customers.

2. Use Frequent Innovation to Fill the Technology Gap Using separate tools to manage data, reporting, and opportunities is inefficient and exhausting. Technology gaps between systems drastically impact the holistic value of your software investments. Building upon a pliable platform like Salesforce allows for continual upgrading as new needs are identified. Pairing a Quote-to-Cash solution with the power of Salesforce further alleviates the pain points of dealing with disparate systems and helps users increase their Salesforce adoption and productivity.

3. Leverage Data for Insights Technology stacks get larger every year. Now, an incredible amount of data is available at our fingertips. Unlimited data is supposed to be beneficial, but it can quickly become a challenge when companies don't know how to leverage that data for insights into their business. For Salesforce users, the most common challenges include poor or inconsistent data quality, accessing different types of data, and reconciling data from different sources. For sales teams, deal information, knowledge of previous customer purchases for upsell or cross-sell opportunities, and insight into the negotiation cycle are all critical. Incorporating CPQ software into the mix can help bring all of this data into one central system in Salesforce and eliminate missed revenue and manual errors, by providing a seamless experience for your employees.

The biggest asset of any company is their people. Empower them, make your company enjoyable to work for. That empowerment will translate into great customer experiences that create customer loyalty and advocates for your brand.

To learn how sales teams are employing all three tactics in their organization, download How the Best Sales Teams Use Salesforce. Interested in a Quote-to-Cash solution? Join us at Accelerate hosted by Apttus in San Francisco.


Bluewolf, an IBM Company, is a global consulting agency and proven Salesforce strategic partner that builds digital solutions designed to create results. Now.