CRM Optimization Playbook

CRM HEALTH ASSESSMENT

CRM Health Scorecard

CRM HEALTH ASSESSMENT

DATA QUALITY:
☐ Contact completeness: ____%
☐ Account completeness: ____%
☐ Opportunity accuracy: ____%
☐ Duplicate rate: <____%
Score: ___/20

USER ADOPTION:
☐ Daily active users: ____%
☐ Data entry compliance: ____%
☐ Mobile usage: ____%
☐ Feature utilization: ____%
Score: ___/20

PROCESS COMPLIANCE:
☐ Stage progression: ____%
☐ Activity logging: ____%
☐ Next step completion: ____%
☐ Handoff compliance: ____%
Score: ___/20

SYSTEM PERFORMANCE:
☐ Page load times: <___sec
☐ Report speed: <___sec
☐ Integration uptime: ____%
☐ Error rate: <____%
Score: ___/20

TOTAL HEALTH SCORE: ___/80

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OBJECT MODEL OPTIMIZATION

Standard Object Model

SALESFORCE OBJECT MODEL

STANDARD OBJECTS:
Lead → Account + Contact + Opportunity
         ↓
      Contact (multiple per Account)
         ↓
      Opportunity (multiple per Account)
         ↓
      Quote (multiple per Opportunity)

CUSTOM OBJECTS TO CONSIDER:
☐ Use Case / Solution
☐ Product Interest
☐ Competitor
☐ Implementation
☐ Support Case (if not Service Cloud)

Field Optimization Checklist

Object	Action	Priority
Lead	Remove unused fields	P1
Contact	Standardize picklists	P1
Account	Add segmentation fields	P2
Opportunity	Clarify stage definitions	P1

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AUTOMATION BEST PRACTICES

Automation Opportunities

CRM AUTOMATION CHECKLIST

LEAD MANAGEMENT:
☐ Lead assignment rules
☐ Lead scoring automation
☐ Lead to contact conversion
☐ Duplicate detection

OPPORTUNITY MANAGEMENT:
☐ Stage-based field requirements
☐ Close date auto-update
☐ Stale deal alerts
☐ Win/loss notifications

ACTIVITY TRACKING:
☐ Email auto-logging
☐ Calendar sync
☐ Call logging
☐ Meeting follow-up tasks

REPORTING:
☐ Scheduled report delivery
☐ Dashboard refresh
☐ Exception alerts
☐ Data quality monitoring

Automation Priority Matrix

Automation	Time Saved	Complexity	Priority
Lead routing	5 hrs/week	Low	P1
Email logging	10 hrs/week	Medium	P1
Task creation	3 hrs/week	Low	P2
Data enrichment	8 hrs/week	Medium	P2

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USER ADOPTION

Adoption Improvement Plan

USER ADOPTION PLAYBOOK

DIAGNOSE:
☐ Survey users on pain points
☐ Review usage analytics
☐ Identify adoption barriers
☐ Benchmark against targets

SIMPLIFY:
☐ Remove unused fields
☐ Streamline page layouts
☐ Create guided processes
☐ Mobile optimization

TRAIN:
☐ New hire onboarding
☐ Ongoing training sessions
☐ Video tutorials
☐ Quick reference guides

INCENTIVIZE:
☐ Gamification
☐ Recognition programs
☐ Performance dashboards
☐ Management enforcement

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