Salesforce Implementation RACI Matrix
This is a practical guide to building a raci matrix for a salesforce implementation project — a grid mapping tasks to who is Responsible, Accountable, Consulted and Informed, adapted to the realities of rolling out Salesforce for sales, service or marketing cloud.
What a RACI Matrix is
A raci matrix is a grid mapping tasks to who is Responsible, Accountable, Consulted and Informed. For the full concept and how it works in general, see RACI Matrix. On a salesforce implementation project it plays the same role, tuned to this kind of work.
Why it matters for a Salesforce Implementation project
Salesforce Implementation projects live or die on rolling out Salesforce for sales, service or marketing cloud. A well-built raci matrix gives the team a shared, explicit reference for exactly that — reducing ambiguity, aligning stakeholders, and making problems visible early enough to act. Skipping it, or doing it generically, is how salesforce implementation projects drift into avoidable delay and cost.
What to include
- Activities as rows
- Roles as columns
- One Accountable per row
- Responsible / Consulted / Informed
Salesforce Implementation-specific considerations
Tailor the raci matrix to the risks that most often derail salesforce implementation projects:
- Over-customisation
- Adoption by the sales team
- Data hygiene and deduplication
Example
On a real salesforce implementation project, the raci matrix would be shaped by rolling out Salesforce for sales, service or marketing cloud. In particular, it should explicitly account for the project’s biggest risks — over-customisation, adoption by the sales team, data hygiene and deduplication — rather than treating them as afterthoughts.