Change Isn’t the Problem. We Are

Why every successful Salesforce transformation starts (and ends) with people, not just platforms.

Change is the only constant – but that doesn’t mean it’s comfortable

You’ve been there. That moment in a meeting where you ask, “So, how do you feel about the new solution?” and the room falls quiet. After 15 years working both as a consultant and on the client side, I’ve learnt this the hard way: technology is rarely the problem in a transformation. People are.

You can have the smartest Salesforce implementation consultants, the most elegantly architected solution, and even a few clever AI tools in the mix. But unless your people understand why it matters, how it helps them, and what’s expected of them in the implementation and once it’s live, it won’t land. That’s where meaningful change management comes in.

Change management isn’t a comms plan. It’s a mindset

And no, that doesn’t just mean sending out a few scheduled updates. Proper change management is structured, emotionally intelligent and led from the front. It’s about building trust and creating advocates,  especially among end users.

I’ll never forget a CRM rollout I led across multiple countries many years ago. The tech was solid (mostly!), and we had the plan and approach training sessions nailed. But over and over, we got the same question: “Why are we doing this?” These were people with years of experience that trusted their spreadsheets to get results and couldn’t understand the value of the change. We hadn’t clearly shown how the new CRM would help them meet ambitious SLAs or actually make their working lives easier. The result? Resistance. Because we hadn’t created awareness or desire for change. We turned it around, eventually, but it could’ve been so much smoother with the right approach upfront.

You need behaviour change and business alignment

Individual behaviour is only part of the story. The toughest programmes are the ones that run into deep-rooted issues like internal politics, legacy hierarchies, or conflicting priorities. These can’t be fixed with new technology.

That’s where experienced Salesforce consultants matter. The right consultants help senior leadership confront legacy blockers and align on a clear, meaningful narrative, one that’s visible and consistent from the top down. Because change only works when it’s done with people, not to them.

Culture matters more than code

A bit of humour helps too (anyone who’s worked with me knows I can’t resist the occasional (bad) dad joke). At one programme kick-off, I opened with: “This programme will definitely change your life; just like actual life, you’ll have moments of joy, frustration and complete exhaustion. But at the end, you’ll look back and say ‘I did that.. and now can I please go on holiday?’” It got a good laugh, but it also set the right tone: this is going to be challenging, but we’re all in it together.

Want a successful Salesforce implementation? Start with your people

Change isn’t a ten page strategy document or a polished slide deck. It’s the ongoing dialogue over morning coffee or evening drinks that build trust, the hard conversations that create clarity, and the day-to-day moments that shift culture.

If you want your Salesforce solutions to stick, you need to invest time in your people, ensuring they are part of the journey as much as your new solution. The question isn’t whether you’ll face resistance, it’s whether you’re ready to turn that resistance into real engagement.

Because, in the end, all transformation really takes is this: a strategic investment in people.