Salesforce can transform a business — or turn into another expensive tool nobody actually uses. The difference almost always comes down to how the Business Analyst approaches the implementation.

In this episode, I break down the practical, no-nonsense approach BAs should take when dropped into a Salesforce project: understanding the real business problem, mapping processes properly, setting clear scope, writing usable user stories, sorting out data, managing configuration vs customisation, and driving adoption through testing and change management.

If you’re a BA, product owner, or IT leader working with Salesforce (or about to), this episode gives you the blueprint to keep the project grounded in business value — not shiny objects.