Operational excellence is one of those business values that every organization strives for but many struggle to achieve. Part of the problem is that “operational excellence” can be difficult to define and quantify. Are we talking about having the best business processes? Or do we mean making sure a company complies with its business processes?

Spoiler alert: Both. Operational excellence is a business strategy that integrates process improvement with discipline in execution. Think of it as the right people doing the right thing at the right time.


Focus on and measure operational excellence

There are gigabytes of content out there on how best to improve your processes. (Our experience design experts and architects can help you, but that’s another e-book.) And there is a ton of content on how to involve your teams in process improvement, change management, and enablement.

Even if you are on the right track, you’ll get run over if you just sit there.”

Will Rogers

But how do you decide whether to focus on operational excellence? And how do you measure the impact of your work?

Today we’re publishing a new e-book that can help you get started thinking about this. The e-book 3 KPIs that Measure Operational Excellence talks about three key performance indicators you should review when looking at technology operations.


Focus on excellence with your CRM

For this e-book, we only focus on excellence with your CRM software. Why? Well, for starters, we’re Salesforce, a CRM company. But also, if you use CRM software, you know how crucial it is to your company’s success. Your sales revenue flows through your CRM. If you’re using CRM end- to- end, then your leads, sales, commerce, and service are all connected to your CRM. Even minor disruptions can be costly.

In this e-book, we talk about how you can look at your IT teams, support infrastructure, and sales teams, and identify KPIs you can improve. We explain how to measure these KPIs and offer tips on how you can improve.



Running your business better on Salesforce means paying attention to your operations. It requires constant effort, but the rewards can be game-changing for your bottom line.

Humorist Will Rogers said, “Even if you are on the right track, you’ll get run over if you just sit there.” We hope our e-book will help you get on the right track and give you some ideas on how to achieve operational excellence over the long haul.