Back to the Future – Dusting Off the Old Playbook for Salesforce in Healthcare

By Jim Goldfinger - February 18, 2021

This article was co-authored by Jim Goldfinger, Chief Customer Officer, Customertimes

Often, the most interesting developments in the market occur under the radar. One emerging trend – or perhaps, more accurately, “proto trend” – is Salesforce’s foray into the Healthcare provider industry. It’s reminiscent of the early days of Salesforce when it made its way into core industries like Manufacturing, Consumer Goods and Life Sciences.

If you’re a Healthcare provider, this may be the time to think strategically about where your Salesforce landscape may be headed.

When Salesforce initially came onto the scene, its business development and growth strategy targeted adoption by small companies that didn’t have the infrastructure, people or technology to implement legacy customer relationship management (CRM) solutions. By building in the cloud and making it easy to configure without IT experts, Salesforce made it easy for small companies to implement a fully functional CRM solution.

But who doesn’t want easy-to-use, easy-to-implement, highly configurable solutions that don’t require heavy IT expertise? Salesforce soon caught the attention of business users in large corporations who were working with IT organizations that, at the time, were reluctant and concerned about enterprise solutions in the cloud. As a result, Salesforce “infiltrated” large enterprises by implementing small pilot projects in single departments, in many cases staying under the radar of IT and senior management. Early successes led to additional departments or additional use cases. For example, a business unit might start with a Salesforce software like Sales Cloud and then add Service Cloud, Pardot, and eventually Community Cloud.

This allowed those companies to test the waters with minimal investment in an emerging enterprise solution, which they had not been able to do with traditional enterprise solutions like ERP.

Fast forward 15 years. Salesforce has become the recognized leader in the enterprise CRM market and, through partners, has become the standard enterprise platform for a number of solutions beyond CRM, including industry-specific and leading analytics tools.

Healthcare providers were not a significant part of the Salesforce ramp-up story. But today that is changing.

Increasingly, we are seeing large Healthcare providers inching toward the CRM model. As a way to accelerate how they respond to the needs of their physicians, patients and employees, some are starting with a minimal investment in Salesforce and other cloud solutions. This is driven in no small part by the need for greater agility in the time of a pandemic, coupled with the growing expectation for transparency through easily accessible portals and mobile solutions. Additionally, cloud solutions such as Salesforce could ultimately provide a competitive alternative to incumbent healthcare technology providers who have, until now, dominated the market and, in many cases, been a source of frustration.

In the case of Healthcare organizations interested in Salesforce, the most practical path might be to start with Service Cloud or Health Cloud in one group and then add additional capabilities such as Service Cloud Voice for extended internal use and productivity, followed by Community Cloud to extend to their patient and physician constituencies.

Keep in mind that once you are “hooked” on Salesforce, you may find yourself on a path of escalating year-over-year costs. The key for buyers is to proactively think through how to protect their future entitlements and costs by locking in the right entitlements and options now. Investing in the time and expertise to do so now will likely be cost-effective for the future.

This post was originally posted on ISG.

Jim Goldfinger

Jim is the Chief Customer Officer at Customertimes. He has more than 30 years of experience in the enterprise software industry, having worked with both software and professional services companies ranging from venture backed start-ups to some of the largest software companies in the world. Jim has held management roles across Sales, Marketing, Product Management, Product Marketing, Professional Services, and Corporate Strategy, and he has personally helped 500+ clients across the globe leverage technology to improve customer-focused operations. 

White Paper

The Transformation Guidebook

News

CT Vision is now live on Salesforce AppExchange

Blog

Unlock Customer-Centric Growth with the World's #1 CRM

Webinar

[On-Demand] Growing a Profitable Salesforce Practice

eBook

Launch Excellence in a Post-Pandemic World

Blog

A Sirenum Customer Story

Blog

Making a Switch: 5 Things to Consider When Switching Salesforce Partners

News

Customertimes Announces Expanded Salesforce Industries Practice

Video

Use case of CT Mobile for Consumer Packaged Goods - Beiersdorf

Blog

Customertimes How To: Uniting Sales Cloud and Service Cloud

News

Bench Strength, and Other Introductions

Blog

Meet Alexis: Introducing Our PepUp Tech Intern

Blog

Customertimes How To: Building Better Salesforce Reports

Blog

Stand Out: Overcoming Digital Fatigue in a Crowded Marketplace

Article

Connecting Image Recognition Technlogies to the Salesforce Ecosystem with CT Vision

Webinar

[On Demand] Launch Excellence in a Post-Pandemic World: The right Life Sciences ...

Blog

Customertimes Announces Strategic Partnership with Blue Consulting

Blog

Expanding Our Reach, Building Our Communities

Interview

Discover CT: Anna Andreieva

Interview

Discover CT: Sergey Selivanov

White Paper

CT Orders Whitepaper

Article

Giving Back Is in Our DNA

News

Customertimes is Awarded Three Best in Class Distinctions in POI’s 2021 Retail S...

Interview

Discover CT: Dmitry Selkov

Interview

Discover CT: Denny Gracey

Interview

Automating Order Management with CT Orders

News

ISG Names Customertimes a Rising Star

Blog

Bitcoin Is Just the Beginning: How Blockchain Will Revolutionize Data Collection...

Blog

Two Major Challenges of AI Adoption for Enterprises

Webinar

[On-Demand] Commercial Launch Enablement for Emerging Life Sciences Companies

Blog

The Holy Grail of Customer Engagement: A True 360° View

Webinar

[On-Demand] CRM: It's a Journey, Not an Event

Webinar

[On-Demand] Strategies to Maximize Your CRM/CX Investments

Blog

Women in Tech: Angel Di Legge Kokoszka

Blog

Efficiency vs. Effectiveness: Getting the Right Things Done

Blog

Women in Tech: Svetlana Makhlysheva

News

Customertimes and PepUp Tech announce support for the Pennsylvania Innocence Pro...

Article

Improve the Human Element of Your CX for More Emotional Connections

News

James Goldfinger Joins the PepUp Tech Board

News

Customertimes and Competera Announce Strategic Partnership

Blog

Women in Tech: Maria Karandin

Article

Back to the Future – Dusting Off the Old Playbook for Salesforce in Healthcare

Interview

Bringing a Product to Market: An Interview with Park Capital’s Alex Lopatine

Blog

Women in Tech: Tahuana Cirati

Blog

DevOps Strategy: A Journey to Efficiency

Video

Megatrends in Customer Experience Webinar | Customertimes, Edify, Verint, eGain

Blog

Introducing Women in Tech: Meet the Inspiring Women of Customertimes

Video

CT Orders - Sales automation with easy order taking

Video

Sharp and Customertimes | A Salesforce Implementation Story

Article

A Look at Marketing's Biggest Data Challenges of the 2020s

Video

What makes a successful CRM Journey

News

Customertimes Partners with PepUp Tech to Train a New Generation of Salesforce P...

News

Customertimes welcomes Sergey Zinin as Global VP of Verticals and Business Consu...

News

PepUp Tech Announces New Partnership with Customertimes

Blog

How do you build a high-performing, cost-effective CRM technology team?

News

Сustomertimes Achieves Salesforce Master Navigator Status for Delivering Experti...

News

Customertimes and Propel Announce Global Strategic Partnership

Article

Is It Time to Revise Your Business Continuity Plan?

News

Customertimes Achieves Salesforce Master Navigator Status for Delivering Experti...

News

Customertimes Continues to Expand

News

Customertimes achieves Salesforce Master Navigator status for delivering experti...

Blog

Choosing a Software Product Development Partner: Why Strategy, Customisation, an...

Podcast

The power of CRM's and post COVID-19 technology adoption | Jim Goldfinger

Blog

Let Data Be Your Guide: Adapt to Become Digital First

Blog

Customertimes Cares: Making Strides to Help Our Communities in Eastern Europe

Blog

Salesforce and Tableau – the perfect combination for these challenging times

Blog

Rethinking HCP Interaction in the Midst of the New Normal

Blog

Improving marketing engagement using actionable intelligence

Blog

My 2019 Trailblazer Story

Blog

CV-19 highlights the importance of digital transformation

Blog

The Evolution from Systems of Engagement to Systems of Agility

Blog

The Next Normal for Life Sciences Sales Calls

Blog

Never a Better Time to Give Back and to Put Life in Perspective

Blog

CT partners with Salesforce in a time of need for Health Care providers

Blog

Data is the New Oil

Blog

Lessons learned from my years as the CEO of Customertimes

Video

Why do you love working with Customertimes?

Video

Where is the real value in CRM?

Video

What makes Customertimes different?

Video

Salesforce World Tour 2019

Video

Lightforce : sharing experience Salesforce / Customertimes

Video

CT Mobile for a global beauty company | WELLA

Video

PDI - CT Mobile

Video

CT Pharma / CT Mobile - May 2018

Video

CT Mobile Use Case for Luxury Goods - Cartier

Blog

Rethinking Your Open Banking Journey with MuleSoft

Video

Customertimes Solution for Life Sciences

News

Customertimes is recognized by Promotion Optimization Institute in the Vendor Pa...

News

Customertimes at MEDICA/COMPAMED 2014 – Düsseldorf

Video

CT Mobile - Full Featured Salesforce Offline

Video

CT Mobile - Salesforce Based CLM Solution for Your Business

Video

How to Become a Customer Company