SOURCE: Bluewolf Inc.

Bluewolf Inc.

September 13, 2012 16:23 ET

Bluewolf's "The State Of Salesforce" Review Finds Customers Are Committed to Cloud and Social, but Struggle to Achieve Maximum ROI

Businesses Need Help Managing Transition to a People-Centered Way of Work

NEW YORK, NY--(Marketwire - Sep 13, 2012) - Bluewolf, the global agile consulting firm, today released its first annual "The State of Salesforce" review. Based on a survey of 300 Salesforce customers and intelligence from its proprietary knowledge database (covering thousands of global engagements), Bluewolf's review found 44 percent of organizations need help bringing social to life in the enterprise. The review also shows that a lack of cloud governance is preventing customers from achieving maximum return on investment (ROI) from their deployments.

"People over platform is the key takeaway from this review," said Eric Berridge, cofounder and principal of Bluewolf. "Technology is just an enabler. Companies are committed to becoming more social, but they first need to shift their business culture to encourage opportunities for collaboration and knowledge sharing.

"Most companies aren't structured that way, and they don't know how to change or where to start. Their difficulty with social reflects a larger problem, which is that they're not as agile as they need to be to take advantage of the cloud."

The Bluewolf review also identified several key trends:

  • The majority of customers expect to maintain or increase their budgets for ongoing Salesforce innovation through 2013. 
  • Many companies are moving towards becoming a social organization by integrating their customer service applications with Salesforce.
  • Social media and mobile are coming together to help deliver on the productivity promise of cloud technology, as workforces become progressively more mobile.
  • Companies are increasingly utilizing resources that can be "turned on" as needed, rather than hiring or training full-time staff (an "elastic workforce").
  • Just 20 percent of cloud transformation resources are allocated to data cleaning and adoption, reducing trust in the accuracy of employee dashboards and making it harder to drive uptake of cloud and social technologies.

Bluewolf, which has consulted global organizations on effective cloud transformation for 12+ years, makes a number of recommendations for achieving maximum ROI from cloud and social investments:

1. Companies must iterate on their employee engagement strategies to accelerate cloud and social adoption.
2. More work needs to be done at a department level to get executives to understand that at its core, social is about helping teams sell more, engage customers and drive demand.
3. Employers need to provide incentives to drive adoption and executives must have easy access to essential information.
4. Adopt a solid cloud governance strategy to keep pace with user requests, adoption, market shifts and new releases, and to ensure changes with clear business benefits are prioritized.

"The true cost of the cloud is higher than it might seem," Berridge said. "The cloud removes the burden of paying up to 10 times the amount of self-hosted costs, but access to an elastic workforce and continual investment in resourcing, training and innovation are essential for maximum ROI.

"To gain optimal value from the cloud and social, organizations need to transition to a new, people-centered way of work."

Read "The State of Salesforce 2012-2013."

View a video message from Eric Berridge, cofounder and principal of Bluewolf.

High-resolution infographic images available on request.

About Bluewolf

We make enterprises agile and unite IT and the business under one mission: Innovation. As a global agile consultancy, Bluewolf provides services across the customer life cycle, IT resourcing, managed services and training. Trusted by businesses across diverse industries, Bluewolf is translating today's unique business environment into opportunities for growth. With Bluewolf, businesses are able to deliver results that benefit the customer, the workforce and the bottom line.

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