Who "owns" Salesforce in your Organisation and who is responsible for Backing it Up?

Posted by Andrew Ogilvie in EO News

Salesforce is often owned and managed by various stakeholders depending on the size of the company, the industry it operates in and how Salesforce is being used within the organization.

Typically there are many owners..

Sales Department

Often the primary users and owners of Salesforce are within the sales department. Sales managers or directors typically oversee the Salesforce platform to manage customer relationships, sales pipelines and forecasts.

Marketing Department

Marketing teams frequently use Salesforce, especially when it’s integrated with marketing automation platforms like Salesforce Marketing Cloud or Pardot. They manage campaigns, leads, and analyse marketing ROI.

Customer Service Department

For organizations using Salesforce Service Cloud, the customer service or support department would be key stakeholders. They use Salesforce to manage customer cases, service requests, and provide customer support.

IT Department

The IT department should play a crucial role in the setup, customization, integration, and maintenance of Salesforce within the organization. This will then ensure that Salesforce aligns with the company’s IT infrastructure and data security policies.

Executive Leadership

Executives, including the CEO, CFO, and CIO, may be considered owners in a strategic sense. They are interested in the insights and analytics provided by Salesforce to make informed business decisions.

Salesforce Administrators

Salesforce administrators, who may sit within the IT department or a specific business unit like sales or marketing, are responsible for the day-to-day management of Salesforce. They customize the platform, manage user accounts, and ensure that the system meets the organization’s needs.

Dedicated Salesforce Team

In larger organizations, there might be a dedicated Salesforce team responsible for all aspects of Salesforce, including administration, development and user training. This team works across departments to ensure Salesforce supports the organisation’s goals.

Business Analysts

Business analysts may take ownership of Salesforce in terms of analysing data, generating reports and providing insights to help departments make data-driven decisions.
Each of these owners has a unique set of responsibilities and goals related to Salesforce and effective management of the platform often requires co-ordination and collaboration among all stakeholders involved.

One problem that can arise however is that there are multiple “owners” of Salesforce and opinions can differ as to who is responsible for getting it backed up.

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