Vera Loftis is UK managing director at Bluewolf, a company that was born a year after Salesforce and has grown in large part via Salesforce consulting services. Bluewolf has just produced its latest report into the state of Salesforce, an impressively balanced take on the company’s progress and the views of its customers.

“We’re trying to create a bit of diversity away from the big whoops and high fives,” Loftis says. She adds that while Salesforce tends to be lauded by customers, the notion that deploying services is simple is wrong: companies need to put in a fair amount of effort to get the best return on investment possible.

“Users don’t necessarily feel they’re getting a lot of value for the data they’re being asked to put into the system. On ROI, it’s not that people feel they’re not getting enough but people say ‘this takes more investment than we thought it would’. It’s not just licensing and implementation; adoption and the change management perspective need to be factored in. There’s a misconception that Salesforce ‘just works’.”

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