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SFDC Program Success Factors: Minimum Viable Experience

Dr. Martin Luther King, Jr. said "Change does not roll in on the wheels of inevitability, but comes through continuous struggle." While this was in the context of the civil rights movement, as a Salesforce strategy consultant, I can see its relevance in every SFDC program vis-à-vis the concept of minimum viable experience (MVE). 

I'll attempt to provide a simple definition of MVE. Your customers and channel partners transact business with your organization via manual and automated processes. MVE is the minimum acceptable experience during this interaction below which your customers and channel partners will be dissatisfied and may take their business elsewhere.

I have observed that with the proliferation of mobile devices and cloud platform, the customer experience is more complex and intertwined than ever before. For your SFDC program to be successfully adopted by users and to deliver value to your sales, service and marketing efforts, the active management of MVE can be a powerful success factor. This is especially so if done from the outset of the SFDC program even before the first declarative configuration steps are executed. 

Now the question - what does MVE have to do with Dr. King's quote? Well, when your business and IT teams make MVE an integral part of the SFDC program planning process, then customer experience management is no longer left to the "inevitable" - rather it will be a continuous but well managed "struggle" resulting  in significant benefits for all the SFDC related investments in your organization.

I would like to hear your comments on MVE - has your organization used this concept consciously? Has your SFDC program derived any tangible benefits from timely management of MVE?

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