Best Practices for Engaging with Salesforce.com for Enterprise Deployments

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

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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

The On-Demand Model is Different Build Your Own Plug In, Subscribe Pay-per-use Traditional Software On-Demand Utility

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

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

Proven Components That Yield a Successful On-Demand Solution

Strategy/Business Drivers

Operating Model

On-Demand Roadmap

Integration & Data Strategy

Adoption Strategy

Support Strategy

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

Operating Model – Center of Excellence the core team

Roadmap that Supports CRM Strategy High concurrency, incremental functional phases

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.

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)

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

Delivering on the Promise of Integration AppExchange Data Management Integration People Information Process

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

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)

Technology Services – AppExchange Solutions

Replace Legacy Applications or Invent New Ones

Rapid Modeling

Enterprise Mashups

Custom Controls

Composite Applications

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

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?

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

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

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

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

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?

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: