In this chapter, we will look at ways to improve the return on investment from the Salesforce CRM application, by adding further values and improving the experience of users in the system.

We will look at user adoption and describe ways to maximize the benefits of CRM within your organization, by introducing additional functionalities using external applications from the AppExchange Marketplace. These include the Salesforce Adoption Dashboards app, which is a free app provided by Salesforce through their Force.com Labs AppExchange listing.

As businesses evolve and processes change, new functionalities and information requirements are often identified. Here, we will look at the importance of planning and scheduling the release of changes to your application and provide some best practices relating to change management.

It will be seen how achieving successful user adoption can enhance your business processes and increase productivity, and...