Organizational change is a reality of business. Companies acquire or merge with other businesses. Multiple divisions within an enterprise become joined into one unit as companies grow or adjust to market changes. Regardless of the circumstances, organizational change can have a huge impact on customer data, including how it is managed and how it is used.

For Salesforce CRM customers, organizational changes might necessitate the consolidation of multiple instances, also called an 'org merge.' An org merge melds multiple Salesforce CRM instances into a single instance, also know as the 'Single Global Org,' so businesses have a universal view of the customer even as the organization evolves and grows.

Org merge projects involve both risks and benefits. If done correctly, an org merge can help organizations enjoy benefits such as a single source of reliable customer information, standardized processes and costs savings. If done poorly, a merge can result in low-quality customer data and dissatisfied users and customers, ultimately affecting poor process execution from sales, marketing to finance. This paper will describe why and when companies need an org merge and best practices for ensuring a successful merge instance consolidation.

Anatomy of an Org Merge

When two salesforce.com customers merge operations-for example during a corporate acquisition-it creates an environment where there are two separate sets of Salesforce CRM data. Typically, each data set has been tailored to the particular need of the business and its users. As a result, each data set has a different structure and varied level of complexity.

The new organization will likely need to bring information from one Salesforce CRM instance into another so that there is one consistent source of customer data available to all users. When performing an org merge, managers initially need to conduct a thorough analysis to determine what they want the new, merged Salesforce CRM system to include and which processes the application will support.

Key Factors to Consider During an Org Merge:

• Which organization will be the master
  organization?
• Which fields or data sets must be included,
  which ones would be nice to have, and which
  ones can be dropped?
• What resources are available to support the
  implementation effort?
• What governance model is in place?
• What's the implementation timeline?
• What kind of consolidation will be done among
  business processes?
• How will different departments in the
  organization access and interact with the data
  on an ongoing basis?
• How will the data be used to make business
  decisions?
• What new security/access considerations are
  needed?
• Are there multi-currency and multi-language
  issues?
  

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