Section 1: Learning used to be part of the job When I started my working life, learning was something an organisation did with you, not something you were left to sort out on your own. […]
Part 1 · The user who is always connected Let me say something before anything else, because some of what follows will be uncomfortable to hear. This is not an episode about why AI is […]
Part 1: The pile nobody sees Picture an ordinary month in the working life of a service agent. Nothing dramatic happens in it. There is no go-live, no new system, no project with a launch […]
Part 1: They Built It, So They Can Train It It is three weeks before go-live, and the project meeting has finally reached the line on the plan that says “training”. The build is nearly […]
Section 1: The Rep Who Stopped Writing Notes Let’s start with a scenario: The call ends at ten past three. Before the rep has even closed the video window, the record has been updated. A […]
Section 1: Why Salesforce Just Let Your Users Leave Salesforce A few weeks ago I watched a video in which someone built a working CRM in an afternoon. No developers, no implementation partner, no twelve-month […]
In almost every large Salesforce transformation I have worked on, there have been two change programmes running at the same time. The board has only ever seen one of them. The first is the official […]
There is a particular kind of silence that settles into a Salesforce project around week eight after go-live. It isn’t dramatic. Nobody sends an email announcing that things have gone wrong. It shows up in […]
Last week I wrote about Claudeforce — Salesforce’s new AI co-worker for sellers, and the 80% of the workforce nobody planned for when it shipped. I said it wasn’t a case against AI. It was […]
On the evening of August 26th, Marc Benioff and Dario Amodei sat down together at the top of Salesforce Tower to tell the market not to panic. CRM stock had just jumped double digits. Two […]
©Salesforce Trainer