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 Chuck SchaefferRemoving Shelfware from your Salesforce Renewal

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Removing unused, under-utilized and shelfware from your Salesforce Renewal


  • Measuring Salesforce CRM user adoption, software utilization and projected growth is a prerequisite to the Salesforce renewal.

  • CRM software that has been procured but not used or underutilized creates a significant Salesforce renewal savings opportunity.

  • The Salesforce Optimizer App and a CRM Blueprint remove renewal contract guesswork and specify exactly what should be included in the Salesforce renewal contact.

Getting the best deal on your Salesforce CRM subscription renewal starts with buying only what you need. But with complex contracts, changing product names, a constant introduction of new product SKUs and unclear product descriptions that can be tough.

You will want to collaborate with your Salesforce sales rep, but it's important to go into the conversation informed. Salesforce sales reps are compensated to increase each customers spend (measured in ACV or annual contract revenue) and disincentived to renew at the same or lower spend.

The two actions to objectively define what CRM software is needed and should be procured in the Salesforce renewal are to measure your existing Salesforce utilization and forecast future use.

Salesforce Utilization Measurement

Almost all companies have some shelfware. That's software that has been procured but not used. It is particularly wasteful with Software as a Service (SaaS) applications as the company pays for that unused software every year.

The first task to reduce CRM shelfware and overbuy is to run the Salesforce Optimizer App. If you need help with this app check out the Optimizer training at Trailhead.

Salesforce recommends you run this app as part of your monthly maintenance, before installing new software and before each CRM software release. However, that good advice often goes unheeded as many companies do not run this report.

Salesforce Optimizer

For purposes of CRM software renewal, we want to run the report to identify unused or underutilized software as well as CRM price implication factors such as orgs (instances), data storage, sandboxes, API use and developer tools.

Salesforce Optimizer Report

The report is a good starting point, but you need to drill down. A Salesforce consultant or expert can go beyond the simple metrics and determine if you are using the CRM features, functions and capabilities in the CRM product edition purchased. That's important as many customers buy a higher product edition than what's needed and lowering your edition can lower your CRM renewal costs significantly.

Salesforce CRM Editions

One caveat though, depending on how you negotiated your Salesforce contract, you may incur challenges and reduced cost savings when leveling down product editions.

Salesforce Utilization Forecast

The Salesforce Optimizer app and report shows your CRM software history.

Your CRM Blueprint and road map shows your future. It replaces vague software requirements that lead to overbuying with specific software capabilities. It projects CRM software user growth and future capabilities needed to support planned business growth. It's a custom dynamic forecast so you can negotiate the right Salesforce renewal.

A Blueprint identifies CRM software scope (capabilities, feature sets, product edition, subscription tier, support services), software timing (when software is needed), defined users for each part of the application and the relative or measured value for each application.

The Blueprint should project CRM software requirements over a 3- to 5-year horizon. It is essential to collaborate with key users and each department to understand their expected growth and any new CRM software capabilities.

The CRM Blueprints we produce for clients are graphical and interactive diagrams with reference architectures, supporting footnotes for explanations and dynamic models that calculate budget, total cost of ownership (TCO) and Return on Investment (ROI). We find this type of model is simple to consume and easy to update.

With these two actions, the Salesforce CRM renewal shifts from emotional bartering and overspending to negotiating and procuring exactly the amount of software needed for the contract term. End

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Using the Salesforce Optimizer App to measure your history and a CRM Blueprint to forecast your growth permits you to replace vague software requirements that lead to overbuying with specific software capabilities that optimize your Salesforce renewal.


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