Maximizing The Value of Cloud Solutions


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Making your strategy actionable: what do you want to achieve and how. Best practices for managing Salesforce CRM.

From Cloudforce Nordic, October 2012.

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Maximizing The Value of Cloud Solutions

  1. 1. Maximizing the Value of yourSalesforce Cloud SolutionBest practices for managing Salesforce CRMCloud implementations (14.00 – 15.00 CET)Åke LindDirector, Solution Engagements, Customers for LifeNordics | Benelux | Emerging
  2. 2. Safe harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2012. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Today’s topic: Maximizing the Value Looking at Life after the implementation project... - How is different? - Why is that important to me? - What are other customers doing well? - How do you set yourself up for success? - What do we think about the future?
  4. 4. Salesforce Cloud Solutions are Different... Faster Implementation 80% reduction in Development Effort Shorter Time to Value ROI in 13 months Continuous Innovation 3 major releases per year Application Agility Citizen Developers, 72% increase in CRs impl. Open Ecosystem Dev Edt, AppExchange, 1,728 Apps, 1,5M installs Social Intelligence Customer Usage Patterns, Recommendations ... to both Implement and Maintain ... which can really boost your Business Case
  5. 5. Maximize the Value of your Solutions Rollout Usage Initial Maintenance Ramp Value & Expansion Roadmap - How do you set yourself up for Success? Recommendations, tips, and best practices for maximizing the business value for your organization
  6. 6. Thomas AdelgrenSr Principal, Customer SuccessNordics,
  7. 7. Making Your Strategy Actionable Adoption Executive sponsor- ship Vision & Strategy
  8. 8. Vision & Strategy What Exactly Do You Want to Achieve & How?Turn left? Turn right? How do we get there? How do we change the way we work?
  9. 9. Executive Sponsorship:Provide Direction and Lead by Example “ If it’s not in Salesforce, it does not exist!”
  10. 10. Executive Sponsorship:2 Gold Star Examples
  11. 11. Adoption:Where the rubber meets the road Enablement Enforcement Journey
  12. 12. Adoption:Where the rubber meets the road Three Key Tools: 1) Objectives 2) Communication 3) Training
  13. 13. Objectives:All the Way to Usage Guidelines Opportunity Management Activity Description Owner Time Ops Metric Create New New opportunity should be created when we Sales rep Ongoing -# new oppties by Opportunity have: stage/month • High level business challenges - Av oppty cycle • Min 1 key stakeholder identified time • Time frame Opportunity Move opportunities through the sales process Sales rep Ongoing -# key fields not Progress and update opportunity information as per sales updated process requirements* - # fast track opportunities Bi-weekly Update all new information Sales rep Wednesday - # forecasts not Opportunity & • Key progress since last update every 2 weeks up-to-date Forecast • Next steps Reviews • Oppty process info* (Mngr/rep) • Update forecast numbers Closed Lost For +200K opportunities. Document Sales rep Ongoing, - # lost reviews not Review • Lost reason Review in bi- completed • Competitor weekly • New contract renewal date oppty/forecast meeting Bi-weekly team Forecast and submit team forecast Sales Manager Friday every 2 - # forecasts not forecast weeks up-to-date * See Opportunity Process documentation for detailed description on required data by sales stage
  14. 14. Communication:Never too much communication - Pre - During - Post
  15. 15. Training:A day in a life of... Exec Higher management First level management Frontline
  16. 16. Meri KorhonenSr Cloud Success TechnologistNordics,
  17. 17. Technology Aligned for Your Strategy How does your system processes Process support your targets?Automation and How to ensure trusted data?Trusted DataMaintenance How do you maintain and develop?
  18. 18. Driving Towards Your Business ObjectivesAligned, agile processes Automation Realtime visibility Trusted data
  19. 19. Maintain and Expand – Where the Value is Realised Center of Excellence Local Admin Network Learning Center Community Support
  20. 20. Every Customer Gets a Standard Success Plan Learning Center Community Support Help sites & Knowledge base Ask questions. Get answers. Online case submission‘Getting Started’ Online Training Community resources 2 business day response Nicholas Walker CEO
  21. 21. Increase User Adoption & ROI with Customer Success Training SupportCustomer success resources 100+ online training courses 24x7 phone & online Best practices Role-based learning paths 1-hour critical issue responseRelease readiness programs Customizable training Premier developer support templates Prasad T. Rao Director, IT
  22. 22. John DurocherSenior Vice President,Global Customer Management,
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