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Best Practices for Engaging with Salesforce.com for Enterprise Deployments

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    • 1. Best Practices for Engaging with Salesforce.com for Enterprise Deployments Steve Schlabs, salesforce.com, Facilitator Sue Goble, salesforce.com, VP Professional Service, EMEA Raj Mistry, salesforce.com, Director GIS Eric Kelleher, salesforce.com, VP Education Services Karen Hennessy, Manager, Premier Support Track: Large Enterprise Deployments
    • 2. Safe Harbor Statement
      • “ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves 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.  All statements other than statements of historical fact could be deemed forward-looking, including any projections of 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 the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; 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 CRM service; 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, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor .
      • Any unreleased services or features referenced in this or other 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 purchase decisions based upon features that are currently available.  Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
    • 3. Objectives of this Session
      • Review a sample of proven best practices to build an enterprise implementation roadmap
      • Review high-level successful integration and data management strategies
      • Review best practices of how to drive adoption throughout your organization via comprehensive communication and training strategies
      • Review best practices on how to design and implement a support structure for a large enterprise deployment
      • How to best engage with salesforce.com’s Professional Services
    • 4. The On-Demand Model is Different Build Your Own Plug In, Subscribe Pay-per-use Traditional Software On-Demand Utility
    • 5. Implementing On-Demand is Different! Traditional Software On-Demand Service
      • Iterative & rapid deployments
      • Focus on business process & change management
      • Delivering high-value to end users
      • RDD, tech spec, construct, test, launch; takes months
      • At deployment, app does not meet business needs
      • Low adoption - limited value to end users
    • 6. We’ve Had Great Teachers! ~4,500 Subscribers ~7,500 Subscribers ~5,000 Subscribers 3,900 Subscribers Enterprise Standard ~ 1,500 Subscribers ~ 5,000 Subscribers ~ 2,800 Subscribers ~ 6,700 Subscribers ~1,700 Subscribers ~ 5,200 Subscribers ~1,000 Subscribers
    • 7. Proven Components That Yield a Successful On-Demand Solution
      • Strategy/Business Drivers
      • Operating Model
      • On-Demand Roadmap
      • Integration & Data Strategy
      • Adoption Strategy
      • Support Strategy
    • 8. Sample of CRM Business Drivers…
      • Consolidated View of the Customer
        • Consolidate on a single sales process and tool
        • Improve Rep/Manager Productivity
        • Improve Business Intelligence and reporting capabilities
      • Improve productivity
        • Improve client management
        • Improve call, pipeline, and forecast management
        • Improve “team collaboration” on client relationships
        • Creation of institutional knowledge of client relationships
        • Creation of competitor intelligence
      • Unmanageable CRM Infrastructure
        • Standardization of a single SFA application across all business units
        • Adaptability to growing and changing businesses
        • Reduce the learning curve of sales associates and professionals
        • Leverage and cross-sharing of business unit and overall knowledge
    • 9. Operating Model – Center of Excellence the core team
    • 10. Roadmap that Supports CRM Strategy High concurrency, incremental functional phases
    • 11. Summary of Key Points for Implementation
      • Understand the key business goals and set targets for where you want to get to
      • Measure your progress towards these targets
      • The business needs to own and drive these implementations
      • Sponsorship and governance is key – the plan needs to be owned at the highest levels
      • Don’t try and eat the elephant in one meal – plan your roadmap to achieve results step by step taking your users with you.
    • 12. Objectives of this Session
      • Review a sample of proven best practices to build an enterprise implementation roadmap
      • Review high-level successful integration and data management strategies
      • Review best practices of how to drive adoption throughout your organization via comprehensive communication and training strategies
      • Review best practices on how to design and implement a support structure for a large enterprise deployment
      • How to best engage with salesforce.com’s Professional Services
    • 13. Future of Integration
      • Integration will be THE driver for application decisions
      • On Demand integration will proliferate at a rapid rate – initially it may be the runtime components, then will transcend to the object repositories and development studios
      • Time to value will decrease from months to weeks and days
      • Composite applications will provide best of breed heterogeneous solutions in days and weeks – this will be the rave
      • New platform providers will come out of the woodwork
      • Design patterns, knowledge objects, and mapplets will be reused across companies, not providers
      • Integration will NOT be the impediment to creating an amazing Customer Experience
      • Data will transcend to Information which will transcend to Knowledge (today we are in the Data  Information phase)
    • 14. Sample Future Integration Strategy
      • In this Strategy:
      • ETL provides data consolidation, cleansing, and loading
      • EAI provides the capability to manage updates across the distributed architecture, in a transactional manner
      • EII provides the user a consolidated view of the data across disparate data sources (does not move the data)
      ETL EII EAI USER Data Data
    • 15. Delivering on the Promise of Integration AppExchange Data Management Integration People Information Process
    • 16. Technology Services – Data Management
      • “ 20% of midsize businesses that have deployed CRM Software cite cleaning up their “dirty” customer data as one of the top three CRM priorities. Large companies have the same problem.”
      • – Gartner, 3 December 2004 “CRM Demands Data Cleansing”
      • Migration: Profile, Extract, and Load from Legacy Applications
      • Quality: Assessment, Cleansing, and Enrichment
      • Strategy: Planning for ongoing Data Stewardship
    • 17. Technology Services – On Demand Integration Experts
      • Full Range of Integration Services
      • Bulk Data Integration
        • Lead Consolidation and Deduplication
        • Customer Data Synchronization
        • Product Master
        • Data Warehousing
      • Real-time Messaging and SOA
        • Quote Generation
        • Opportunity to Order / Order Management
        • Computer Telephony Integration (CTI)
    • 18. Technology Services – AppExchange Solutions
      • Replace Legacy Applications or Invent New Ones
      • Rapid Modeling
      • Enterprise Mashups
      • Custom Controls
      • Composite Applications
    • 19. Objectives of this Session
      • Review a sample of proven best practices to build an enterprise implementation roadmap
      • Review high-level successful integration and data management strategies
      • Review best practices of how to drive adoption throughout your organization via comprehensive communication and training strategies
      • Review best practices on how to design and implement a support structure for a large enterprise deployment
      • How to best engage with salesforce.com’s Professional Services
    • 20. Education Drives Adoption & ROI Education Lessons Learned Through Large Deployments
      • Your experiences demonstrate that effective end-user, executive, and organizational education accelerates & maximizes your return
      • Deployment strategies vary from breadth-first to depth-first.
      • We recommend defining both a Launch Plan & a Lifetime Education Solution Plan
      • Emphasize Phased, Iterative, Multi-Touch Education Campaigns
      • AppExchange changes the landscape
      • Customized Education Plans combine standard courseware and courses developed specifically to your business processes
    • 21. Education Drives Adoption & ROI Common Deployment Questions Answered Through Prescribed Education Plans
      • What Processes Are We Automating?
      • What Features…?
      • What are the Personalized Benefits by Role?
      • How Can We Maximize Our Innovation Potential?
      • What are Best Practices for Governance?
      • Who and what are the actors and tools in those processes?
      • How are we communicating the process change?
      • How are we maintaining our process automation?
      • Manage change to launch effectively & ensure quick adoption & ROI
      • are We Choosing to Use in our Deployment?
      • are We Choosing Not to Use?
      • Why?
      • How do I define & articulate “What’s In It For Me” for each of my groups?
      • How can I empower my users to ensure Salesforce becomes a productivity tool to enable them to do their jobs, rather than having “using the tool” be their job?
      • What additional apps should I build on AppExchange Platform?
      • How do I go about doing that?
      • How can I avoid re-inventing the wheel & leverage community innovations from AppExchange?
      • Salesforce is a “living” technology.
      • How will we govern our ongoing usage? How will we assimilate upgrades? Expand to New User Groups? Deploy & Maintain New Apps?
    • 22. Lifetime Education Solution Plans Customized For You Your Education Solution Plan will draw from Salesforce.com’s Course Catalog
      • Your Customized Education Solution Plan will include courses developed specifically around your business processes, and will also draw from our library of standard courses
    • 23. Education Solution Plans Need to Span All Dimensions Multi-Phase Deployments Require Comprehensive Planning Application Modules Lines of Business User Groups Divisions Application Features Languages Custom Apps AppExchange Apps Countries Processes
    • 24. Education Architects Prescribe Lifetime Solution Plans Maximize Adoption & Return Via Role-Based Learning Tracks for Your Users Power Users & Administrators Developers Implementers Sales Executives Service & Support Marketing Go-Live Driving Adoption Governance Trainers Prep Roles Phases of Usage
    • 25. Education Architects Prescribe Lifetime Solution Plans Maximize Adoption & Return Via Role-Based Learning Tracks for Your Users Power Users & Administrators Developers Implementers Sales Executives Service & Support Marketing Go-Live Driving Adoption Governance Trainers Prep Education Solution Plan (Sample) Roles Phases of Usage
    • 26. Education Architects Prescribe Lifetime Solution Plans Maximize Adoption & Return Via Role-Based Learning Tracks for Your Users Power Users & Administrators Developers Implementers Sales Executives Service & Support Marketing Go-Live Driving Adoption Governance Trainers Prep Education Solution Plan (Sample) Roles Phases of Usage
    • 27. Education Architects Prescribe Lifetime Solution Plans Maximize Adoption & Return Via Role-Based Learning Tracks for Your Users Power Users & Administrators Developers Implementers Sales Executives Service & Support Marketing Go-Live Driving Adoption Governance Trainers Prep Education Solution Plan (Sample) Roles Phases of Usage
    • 28. Education Architects Prescribe Lifetime Solution Plans Maximize Adoption & Return Via Role-Based Learning Tracks for Your Users Power Users & Administrators Developers Implementers Sales Executives Service & Support Marketing Go-Live Driving Adoption Governance Trainers Prep Education Solution Plan (Sample) Roles Phases of Usage
    • 29. Objectives of this Session
      • Review a sample of proven best practices to build an enterprise implementation roadmap
      • Review high-level successful integration and data management strategies
      • Review best practices of how to drive adoption throughout your organization via comprehensive communication and training strategies
      • Review best practices on how to design and implement a support structure for a large enterprise deployment
      • How to best engage with salesforce.com’s Professional Services
    • 30. Enterprise On-Demand Support & Maintenance
      • On-demand provides for flexibility and ease in application customization, which promotes business group independence, but leads to unique support and maintenance challenges:
        • How does an organization manage and prioritize change?
        • How does an organization maintain a application consistency , yet allow for nimble customization and enhancement ?
        • How can business users benefit from application flexibility ?
        • How does an organization communicate application changes?
        • How does an organization support a changing environment?
    • 31. Enterprise Solutions for Support & Maintenance
      • Efficient support & maintenance is key to strong user adoption and satisfaction. An Enterprise organization must have a strategic plan in place for the key support processes below:
        • Clear Change Management Processes
          • Consistent feedback loop between users, support, and business stakeholders
          • Clear change control expectations and timelines
          • Regular ‘Release’ cycles for enhancements
        • Business Group Independence
          • Global architecture and strategy
          • Business unit participation in decision making and change management
          • Regional or Business unit independence on division-specific enhancements
        • Business User Feedback Loop
          • Defined channel for feedback and incorporation into change management plans
          • Closed loop communication and response
        • Clear, Defined Communication Channels
          • Between business stakeholders, configuration teams, and support teams
          • Between project management & change management teams
        • Clear Support Network and Escalation Channels
          • Defined channel for application support for business process and technical issues
          • Response commitments between support, administration, and business stakeholders
          • Clear escalation channel for high priority issues
    • 32. Support + Administration Structure & Process Option 1 – Centralize Application Management Option 2 – Regionalize Application Management
    • 33. Objectives of this Session
      • Review a sample of proven best practices to build an enterprise implementation roadmap
      • Review high-level successful integration and data management strategies
      • Review best practices of how to drive adoption throughout your organization via comprehensive communication and training strategies
      • Review best practices on how to design and implement a support structure for a large enterprise deployment
      • How to best engage with salesforce.com’s Professional Services
    • 34. We Have a Global Presence Highlights
      • 250+ consultants, trainers, and support resources
      • Role-based training tracks
      • Follow-the-sun support
      • Working in conjunction with authorized partners
    • 35. Professional Services Leadership Team
      • WW: John Freeland
      • Regional PS Managers
        • NA East: Mary Fratto Rowe
        • NA Central: Mark Israelsen
        • NA West: Iain Grant
        • EMEA: Sue Goble
      • Education:
        • Eric Kelleher
      • Support
        • Krista Anderson
      • Integration and Data Services
        • WW: Cindy Warner
      • Global Enterprise Accounts
        • WW: Steve Schlabs
    • 36. Q&A