{"id":1110,"date":"2021-12-30T20:37:00","date_gmt":"2023-09-04T20:37:20","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1110"},"modified":"2023-10-31T16:00:54","modified_gmt":"2023-10-31T16:00:54","slug":"soft-challenges-analysing-digital-transformations","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/soft-challenges-analysing-digital-transformations\/","title":{"rendered":"Top 4 Lessons from Analysing 65 Digital Transformations"},"content":{"rendered":"\n<p>At <a href=\"https:\/\/www.salesforce.com\/eu\/\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">Salesforce<\/a>, we have the opportunity to work with thousands of organisations across the globe. We help them transform their business, improve their customer and employee experience, and redefine the way they use technology.<\/p>\n\n\n\n<p>My job at Salesforce Professional Services is to help with the biggest, most complex, and most challenging of these <a href=\"https:\/\/www.salesforce.com\/eu\/blog\/2020\/01\/what-is-digital-transformation-a-quick-guide.html\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">digital transformations<\/a>. Over the years, I noticed that my customers often came up against the same challenges. So I began tracking these challenges and then worked with other Professional Services experts to track their customers\u2019 transformations.<\/p>\n\n\n\n<p>In the end, 58 Salesforce people collaborated in this research, bringing their experiences in roles such as program and technical architects, success managers, account executives and partners, and agile coaches.<\/p>\n\n\n\n<p>Together, we have tracked 65 transformation programs across the globe so far. In our endeavour, we\u2019ve collected and analysed our customers\u2019 and our teams\u2019 experiences, pain points, lessons learnt, and tactical and strategic takeaways.<\/p>\n\n\n\n<p>In doing so, we have applied one of the most important practices we recommend to our customers: data-driven decision-making. <\/p>\n\n\n\n<p>The result is a database of Salesforce customers\u2019 transformation lessons. And the biggest lesson? Don\u2019t ignore the \u201csoft\u201d human-related challenges, such as aligning different stakeholders. In fact, we found that tackling the soft challenges early had the highest correlation with transformation success, along with four specific lessons. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-tech-problems-are-often-caused-by-human-related-issues\"><b>1. Tech problems are often caused by human-related issues<\/b><\/h2>\n\n\n\n<p>By aggregating insights from the 65 programs, our database gives us a global view of the enterprise transformation landscape and a clear understanding of the programs\u2019 similarities and differences. It also gives us a tool we can use to quickly identify patterns across specific industries and regions.<\/p>\n\n\n\n<p>Of course, every organisation is unique, and we have come across many different roadblocks to change. However, using our database, we identified 26 common challenges, which were roughly divided in half between soft challenges and \u201chard\u201d technical issues.<\/p>\n\n\n\n<p>Then, as we dug deeper into our collective experiences, we were able to confirm that soft and hard challenges were often linked. In fact, we found that human-centred issues were the root causes of most technical challenges. <\/p>\n\n\n\n<p>For example, if a technical team is struggling, running late, or over budget with an integration project, it may be because a leadership team underestimated the complexity of the integration when planning the project. Or they didn\u2019t consult the right technical people to begin with. As a result, the technical team may not have had enough time or resources for the project.<\/p>\n\n\n\n<p>Making matters worse, tech problems often surface in the <a href=\"https:\/\/www.salesforce.com\/eu\/blog\/2021\/07\/top-digital-transformation-challenges.html\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">later phases of a transformation<\/a>, such as during deployment, often delaying the overall program.<\/p>\n\n\n\n<p>We also found this type of challenge was common in programs across all industries and regions, leading us to our next key lesson.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-solve-foundational-soft-challenges-first\"><b>2. Solve foundational soft challenges first<\/b><\/h2>\n\n\n\n<p>Taking this approach further, we identified foundational soft challenges that should be addressed at the beginning of every significant transformation. <\/p>\n\n\n\n<p>It starts with defining the goals and scope of the program, along with details such as: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">What needs to change and how and when<\/span>? <\/li>\n\n\n\n<li>Who needs to have input into<span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\"> those changes<\/span>? <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Who is accountable for them<\/span>? <\/li>\n<\/ul>\n\n\n\n<p>It\u2019s a process that should be done diligently and honestly without overselling the benefits or promising unrealistic outcomes or timelines. Overselling can lead to issues such as underestimating complexity, which in turn can cause the same technical problems, delays, or budget overruns that we described earlier \u2014 along with disappointed stakeholders, executives, and potential shareholders. <\/p>\n\n\n\n<p>With the program defined, your organisation can then tackle foundational soft challenges, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Differing assumptions between people and teams<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Underestimating complexity<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Lack of accountability by key stakeholders<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Lack of alignment between teams<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Stakeholder changes<\/span> <\/li>\n<\/ul>\n\n\n\n<p>Other soft challenges that need to be addressed early include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Loose requirements for projects<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Grey areas of accountability, particularly during handovers<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Too many cooks and a lack of bias for action<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Conflicting parallel programs.<\/span> <\/li>\n<\/ul>\n\n\n\n<p>Once these challenges are addressed, your teams will be better able to deal with technical issues in the program\u2019s development, testing, deployment, and go-live phases.<\/p>\n\n\n\n<p><b> How soft challenges affect hard challenges across transformation phases:<\/b><\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d44743786d9&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d44743786d9\" class=\"wp-block-image wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/tackling-soft-challenges.png?strip=all&#038;quality=95\" alt=\"How soft challenges affect hard challenges across transformation phases\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-address-challenges-in-large-transformations-methodically\"><b>3. Address challenges in large transformations methodically<\/b><\/h2>\n\n\n\n<p>In our experience, the more ambitious the transformation is, the more important it is to tackle the soft challenges early and in a methodical way.<\/p>\n\n\n\n<p>That\u2019s because as the scale of a transformation increases, so does the program\u2019s complexity and the potential for ambiguity in stakeholders\u2019 assumptions, accountabilities, and expectations. <\/p>\n\n\n\n<p>The program\u2019s scale should not only be measured by the breadth of the transformation across teams, divisions, and regions but also by the depth of the specific issues to be tackled. These may include: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">The number and types of new and legacy systems<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">The complexity of IT architecture, integrations, and data models<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">The volume of data and amount of technical debt. <\/span> <\/li>\n<\/ul>\n\n\n\n<p>Once you have scoped and defined the program, you can address the foundational challenges. Aligning stakeholders is the most important and most difficult to get right. That\u2019s because many different teams will need to be included: IT and business functions, different business units and locations, and participating external stakeholders such as vendors and system integrators.<\/p>\n\n\n\n<p>That doesn\u2019t mean there can\u2019t be healthy tension between stakeholders. For example, it\u2019s important that the service team can give honest feedback to the development team on a self-service app, based on their experience dealing with customers. <\/p>\n\n\n\n<p>Ultimately, teams do have to align to drive the transformation in the right direction. And here, measures such as cross-functional, design-thinking workshops can help get programs off to a good start. <\/p>\n\n\n\n<p>However, you can\u2019t just \u201cset and forget\u201d solutions to soft challenges. The multifaceted nature of today\u2019s transformations and iterative agile development cycles make it vital to continually address soft issues. <\/p>\n\n\n\n<p>The key to ongoing stakeholder alignment is to have a company-wide methodology that enables it. At Salesforce, we use a framework called the V2MOM, which aligns everyone from the CEO down and across every team by defining their vision, values, methods, obstacles, and measures.<\/p>\n\n\n\n<p>Based on these lessons, we have also developed a Strategic Planning engagement to co-create our customers\u2019 vision, goals, and approach to transformations as early as possible.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-choose-partners-that-can-help-you-through-every-phase\"><b>4. Choose partners that can help you through every phase<\/b><\/h2>\n\n\n\n<p>Our database also reveals the importance of building a good, balanced team with experienced professionals from the customer, systems integrator, and Salesforce. These teams delivered higher levels of transformation success and overall satisfaction across all stakeholders.<\/p>\n\n\n\n<p>The database is also helping us at Salesforce Professional Services work with various stakeholders to overcome roadblocks. We know, for example, that if a technical team is struggling with hard challenges, it may help to escalate the issues to upper management or executive level, to tackle the underlying soft causes.<\/p>\n\n\n\n<p>Salesforce Professional Services can help customers during every phase of their programs. Not only do we have world-leading technical architects and other specialists, but we also have experts who can help with the strategic side of transformations. We can help clients apply all five aspects of V2MOM, for example, to align their teams. <\/p>\n\n\n\n<p>In particular, we can help identify metrics that allow customers to measure the progress and outcomes of their programs. After all, data-driven decision-making is a best practice that should apply to a transformation as well as everyday operations.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-your-next-steps\"><b>Your next steps<\/b><\/h2>\n\n\n\n<p>At Salesforce Professional Services, our goal is to align our efforts with the success of our customers\u2019 programs. To this end, our database of customers\u2019 transformation lessons has become a valuable tool. It gives us a clearer understanding of how to help our customers overcome their challenges and achieve success.<\/p>\n\n\n\n<p>We would be delighted to help you with your transformation by providing more insights from our database and tapping into our strategic and technical expertise. But no matter who you work with, I hope these insights from our database help you understand the importance of addressing human-related challenges early.<\/p>\n\n\n\n<p> <b>Reach out to our experts to <a href=\"https:\/\/www.salesforce.com\/eu\/services\/professional-services\/overview\/\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">learn how we can help you succeed<\/a>.<\/b><\/p>\n\n\n\n<p> <span id=\"authorRoot\" path=\"\/content\/blogs\/eu\/en\/authors\/\"><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn how tackling soft challenges has the highest correlation with transformation success: Analysis of 65 transformation programs worldwide.<\/p>\n","protected":false},"author":1,"featured_media":1112,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"ca5bdf32a43e4fa3a6cb605d495f7c0a","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[83,1,3,238],"sf_content_type":[],"coauthors":[127],"class_list":["post-1110","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-experience","sf_topic-digital-transformation","sf_topic-thought-leadership","sf_topic-customer-relationships"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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