Tips for a successfulSalesforce.com implementation
Managing changeLeadership       Planning   Communication
Leadership   "The task of the leader is to get his people from where  they are to wherethey have not been."   Henry Kissin...
Salesforce is a multi-faceted automation                 solution• CRM solution.   – Sales and marketing automation.   – S...
Leadership•   Create cohesive vision for automation.•   Passionate about need for change.•   Promote value of change.•   L...
Define your business imperativeOnce you understand your business strategy, imperative, and goals…  …then you’re ready to c...
Define your business      strategy• Customer lifecycle  strategy.• Partner strategy.• Product/services  development  strat...
Define metrics• Understand how you will measure success  and failure.• What analytics do you need to engage in  forward th...
Build Salesforce Team• Leaders: Management members who will  define processes and requirements.   – From every impacted fu...
Planning  “Organizing is what you do before you do   something, so thatwhen you do it, it is not     all mixed up.”       ...
Define yourbusinessprocessesYour Salesforce.com solution will only be as good      as your defined business processes.If y...
Planning arenas1. Business   process   definition.2. Requirements   definition and   documentation.3. Plan for   organizat...
Phased implementationConsider big picture vision for solution…. …but plan for phased implementation.
Build strong User Experience documentation• Partner with IT.   – Departmental leaders “own” using     Salesforce.   – IT “...
User Experience elements • Contents should include:    – Business imperative     – Workflows      and solution            ...
Communication"Great leaders are almost      always great simplifiers, who can cut          through argument, debate, and d...
All change is stressful – even positive change.
Promote Salesforce    benefits  Make benefits   personal…   …even if the change is global.
Third-party  solution providers
What to look for in a Salesforce consultant Business strategy/process knowledge  – domain expertise in your functional  a...
Summary
Success factors• Vision.• Commitment.• Planning.• Solution provider collaboration.• Communication.   – Between leadership ...
About
Kathy Herrmann                I help companies ignite positive                  change by holistically fusing             ...
Centers of Excellence• Change management:   • Strategy design.   • Process design & definition.   • Business requirements ...
Kathy Herrmann     571-236-7929info@kathyherrmann.com www.kathyherrmann.com
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Tips for a successful Salesforce.com implementation

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Yes! You can have a successful Salesforce.com implementation that gains user adoption. You need to plan for success, though. This preso gives you tips on what you need to know *before* you begin.

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Tips for a successful Salesforce.com implementation

  1. 1. Tips for a successfulSalesforce.com implementation
  2. 2. Managing changeLeadership Planning Communication
  3. 3. Leadership "The task of the leader is to get his people from where they are to wherethey have not been." Henry Kissinger
  4. 4. Salesforce is a multi-faceted automation solution• CRM solution. – Sales and marketing automation. – Service and support management (customer portal, call center, knowledge base). – Project management. – Contract management. – Content management.• Force.com (custom applications) – Finance and admin. – Financial services. – HR. – Office productivity. – Partner Relationship Management.
  5. 5. Leadership• Create cohesive vision for automation.• Passionate about need for change.• Promote value of change.• Lead by example.
  6. 6. Define your business imperativeOnce you understand your business strategy, imperative, and goals… …then you’re ready to considerwhich Salesforce.com solution(s) will best meet your needs.
  7. 7. Define your business strategy• Customer lifecycle strategy.• Partner strategy.• Product/services development strategy.• Other major business areas of focus.
  8. 8. Define metrics• Understand how you will measure success and failure.• What analytics do you need to engage in forward thinking and planning?
  9. 9. Build Salesforce Team• Leaders: Management members who will define processes and requirements. – From every impacted functional area.• Users: Members who will take point on championing their business use needs.• Tactical: Business analysts and IT pros who will define and customize the solution.• Trainers: Folks accelerating user adoption.
  10. 10. Planning “Organizing is what you do before you do something, so thatwhen you do it, it is not all mixed up.” A. A. Milne“Good fortune is what happens whenopportunity meets with planning.” Thomas Alva Edison
  11. 11. Define yourbusinessprocessesYour Salesforce.com solution will only be as good as your defined business processes.If your processes are ill-defined, then all Salesforcewill do for you is help you do the wrong thing faster.
  12. 12. Planning arenas1. Business process definition.2. Requirements definition and documentation.3. Plan for organizational change.
  13. 13. Phased implementationConsider big picture vision for solution…. …but plan for phased implementation.
  14. 14. Build strong User Experience documentation• Partner with IT. – Departmental leaders “own” using Salesforce. – IT “owns” implementation.• Write detailed business requirments documentation – If prepared by consultant or internal IT, be sure that business leader provides sufficient detail for a rich understanding of what the user experience needs to be.• Write in plain English – Let IT translate into Requirements technospeak.
  15. 15. User Experience elements • Contents should include: – Business imperative – Workflows and solution (validations and definition. triggers). – Process definition – Reports. (flow charts or other – Expected visuals are helpful). deliverables. – Licensing. – Milestones. – Data fields and – Metrics to be used tabs. to evaluate project. – User experience.
  16. 16. Communication"Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand." — General Colin Powell
  17. 17. All change is stressful – even positive change.
  18. 18. Promote Salesforce benefits Make benefits personal… …even if the change is global.
  19. 19. Third-party solution providers
  20. 20. What to look for in a Salesforce consultant Business strategy/process knowledge – domain expertise in your functional area of interest. Technical expertise. Defined design and implementation process. – Requirements gathering and definition. – Deliverables. – Communication process during design/implementation.
  21. 21. Summary
  22. 22. Success factors• Vision.• Commitment.• Planning.• Solution provider collaboration.• Communication. – Between leadership and IT. – Between leadership and employees.• Celebration!
  23. 23. About
  24. 24. Kathy Herrmann I help companies ignite positive change by holistically fusing people, process, and technology.My diverse experience helps companies optimizecustomer relationships and marketing strategies, grounded in the ways real people relate and do business with each other. 24
  25. 25. Centers of Excellence• Change management: • Strategy design. • Process design & definition. • Business requirements definition and documentation. • Project management. • Social business adoption.• Business intelligence: • Insightful meaning driven by data • analysis. • Data mining. • Business case development.• Economic valuation (ROI): • Including social media ROI. 25
  26. 26. Kathy Herrmann 571-236-7929info@kathyherrmann.com www.kathyherrmann.com
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