I F H001 Mandar  Parikh91707
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I F H001 Mandar Parikh91707

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I F H001 Mandar  Parikh91707 I F H001 Mandar Parikh91707 Presentation Transcript

  • High Tech Track Mandar Parikh, Product Strategy, Salesforce.com On-Demand Success in the Software Industry Celia Gillen, VP, Business Transformation, CA
  • Safe Harbor Statement “ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates. Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
  • Agenda
    • Salesforce Focus in Software
    • On-demand Success in Software: CA
    • Q&A
  • Software Firms Have Standardized on Salesforce ~5,000 Subscribers ~2,200 Subscribers ~2,000 Subscribers ~1,825 Subscribers ~1,500 Subscribers ~750 Subscribers ~630 Subscribers ~620 Subscribers ~500 Subscribers ~325 Subscribers ~250 Subscribers ~240 Subscribers ~220 Subscribers ~200 Subscribers ~200 Subscribers ~160 Subscribers ~135 Subscribers ~110 Subscribers ~1000 Subscribers ~4,000 Subscribers
  • Customer Use of Salesforce.com Has Evolved CRM Applications
    • Sales
    • Marketing
    • Service & Support
    Platform Customers building new On-Demand apps Ecosystem Partners building integrated solutions
  • Beyond CRM: Using the Salesforce Platform “ How many businesses can truly say that they are building predictable talent pipelines ahead of demand?” 2007 Award Winner: Electronic Recruiting Exchange, Most Strategic Use of Recruiting Technology “ Apex accelerates the pace of our custom application development.” Sales Service & Support Marketing Customer Delight Sales Service & Support Development Release Management Tech Campaigns Library Requests Finance Products Project Manager PR Manager Email Campaigns
  • Companies of All Sizes Win on AppExchange Low-Risk, Strategic On-Demand Channel Andrew Walker Founder and Director, Clicktools Steve Lucas VP, On-Demand, Business Objects
  • High Tech Celia Gillen, CA On-Demand Success in the Software Industry
  • Celia Gillen VP, Field Operations CA, Inc. celia.gillen@ca.com
  • All About CA
      • INDUSTRY : Management Software
      • EMPLOYEES : 14,500
      • GEOGRAPHY : Global
      • # USERS : 4,000
      • PRODUCT(S) USED : SFA
    CA, Inc. (NYSE: CA), one of the world's largest management software companies, delivers software and services across operations, security, storage, life cycle and service management to optimize the performance, reliability and efficiency of enterprise IT environments. CA is headquartered in Islandia, NY, USA.
  • Goals for CA Sales
    • Enable field execution through:
      • People
      • Process
      • Technology
    • Three pillars for Sales:
      • Increase new contract value
      • Increase renewal rate and yield
      • Increase account penetration
      • Key Need: Global Pipeline Management and Forecasting
  • Our global challenge: lack of “one source of the truth” SAP & Spreadsheet Homegrown Homegrown Homegrown
  • Our 4 Key Challenges…
      • Poor visibility
        • Solutions was not tailored for business needs
        • Multiple, disparate systems across global regions prevented upper management from getting an overview of the entire sales organization
      • Limited, inaccurate forecasting
        • Spreadsheet-based forecasting
      • Poor adoption
        • Adoption of legacy systems and other tools were low and hence data integrity questionable
      • Poor sales visibility and inadequate forecasting resulted in reduced revenue and missed growth opportunities
  • …And our 4 ways to solve it with Salesforce
      • Stand alone standard solution implementation
      • Strong Steering Committee
      • SPOC / Project team / End user involvement
      • Control Scope – Phased Approach
    • Deployment Details
      • Products implemented: SFA
      • #Users: 4,000
      • Integration points: 1
      • Training: Yes
      • Business Units affected: 6
      • Ongoing improvements: WIP
  • We needed to get to the cake…. + -
  • The Salesforce Solution?
  • The Salesforce Solution
    • Why Salesforce?
    • CA selected Salesforce Unlimited Edition for its global capabilities , extensive storage, tabs and Salesforce’s market leadership
    • Global Deployment
    • Leveraging SuccessForce Services, CA deployed Salesforce to more than 4,000 users across U.S., Europe, Asia, and Latin America with multilingual capabilities in 6 weeks
    • Mobile
    • Wireless integration equips mobile reps with anywhere-anytime access to Salesforce via BlackBerry devices
    • Phased approach
    • Phase I : reporting and forecasting
    • Phase II : Account planning, integration with Microsoft Outlook calendaring, Leads, Technical Sales
  • Salesforce Deployment Details
    • Sales-focused Opportunity Management
      • Simpler opportunity-based model
      • Sales milestone and forecasting methodology stayed same
      • Achieved higher adoption (90%)
    • Dashboards
      • 200 standard reports produced from single data source feed into dashboards to track pipeline, adoption and other key metrics
    • User-level access control
      • Simple account model
      • Sales Rep only sees his accounts
      • View all opportunities in real time
    • Account Planning
      • Single-view of Enterprise customers
      • Existing system is being retired
    • Integrated Marketing
      • Manage automated campaigns like email and online lead-gen.
      • Sales gets higher quality leads
    • Product Hierarchy
      • Custom tab provides intuitive map of solution-sets to simplify complex catalog of offerings
    • Technical Resource Scheduling
      • Sales Engineers are also using salesforce.com
      • Email-based notification
  • The results speak for themselves
  • Results
    • Sales management loves the visibility into pipeline
      • Reporting tool for senior management
      • Single, up-to-date global forecast
      • View all opportunities in real time
    • Simplicity for AD/AM
      • Easy to enter opportunity
      • Pick only pertinent accounts
      • Pick right solutions with Product Hierarchy custom object
      • Outlook integration
      • Mobile capability
    • Powerful, Accurate Forecasting
      • AD/AM don’t need to do spreadsheets for forecasting
  • Results, Cont.
    • Salesforce centralizes sales data across global locations to provide a consolidated view of the business
    • Weekly calls with the COO and SVPs are run off of easy-to-use and comprehensive Salesforce reports and dashboards
    • Multilingual capabilities make for a unified global implementation that folds all worldwide sales data under one umbrella
    • Ease-of-use drives user adoption which in turn drives data integrity and consistency and visibility into the sales pipeline
  • We identified 8 critical components to success
    • Executive sponsorship and weekly task force
    • Phased approach – Utilize own software
    • Involve end user in design & testing
    • Laser focus on process changes
    • In-person SPOC project team
    • Keep implementation lean
    • Use word “No” often, to avoid scope creep
    • Continuously reward and recognize your team
  • Go Live April 2 nd - Don’t try this at home…. It’s amazing how a bottle of Veuve Clicquot can make you forget that the SFDC implementation gave you shingles from stress
  • Moment of Truth…User feedback 1. Ease of use, very intuitive. 2. Account focus vs. the location – somewhat forces collaboration. 3. Ultimate integration to SAP and Outlook --------- This is the best overall sales tool i've seen at CA in the 6 years i've been here. --------- Better than Excel spreadsheets. Better than data entry in multiple places. Just better. I believe both the ADs / AMs and their managers are going to be very happy. Thank you! --------- It was a pleasure to work with Celia and her team. The solution is great and I look forward to using it!    
  • Lesson Learned Lesson Lesson Lesson Lesson Learned Learned Learned Learned
  • The Discontinuity of SFDC – The middle layer
    • Classic skill/knowledge gap
    • Don’t forget the middle man
    • “ Upskilling” of SM’s hard vs. priorities between ops and exec.
    • Adoption % vs. Adoption Quality
    0 20 40 60 100 80 Executive Sponsorship 0 20 40 60 100 80 Clear Sales Strategy Sales Manager Skill Set 0 20 40 60 100 80 Leading CRM 0 20 40 60 100 80
  • Questions? Celia Gillen VP Field Operations CA, Inc.
  • Celia Gillen VP, Field Operations QUESTION & ANSWER SESSION CA, Inc.
  • Don’t miss these Activities:
    • Visit our High Tech Expo
    • 16 Partner Solutions
    • More than 40 breakout sessions
    • Software and High Tech Demos
    • Meet 2000 High Tech Attendees
    • Birds of a Feather Industry Luncheon: Tue 12:15
    • Enjoy a Latte and Network in our Industries Lounge
  • Session Feedback Let us know how we’re doing!
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    We strive to improve, t hank you for filling out our survey.
    • Additionally, please score each individual speaker on:
      • Overall delivery of session