PeopleRoles and responsibilitiesBusiness and technicalCreators and consumersTechnologyLet them know what the governance applies to. Ex: for the intranet, not the public facing site EX: web content only, not these standalone apps.PolicyLet them know what they can’t do.Where should certain activities take place?Where should they go to request change.ProcessCreate new spacesArchive informationAffect changePush info out to a user base.
What happens if we don’t have governance?
Because governance is RestrictionsI’m in charge and you’re notIn general, about as pleasant as being squashed by a housePeople don’t like being told what to do quite often ignore the need for governance
This is what SharePoint should bePeople working together towards a common goal.Whatever SharePoint isPlatformProductPortalIt should help get us further than if we don’t use it.
Now that we have defined who we are, where we are, and what we cannot do, we need to think about providing ways to work in this environment.
That’s why we have it, right?Define the roles people play with regard to the system.Important to remember that governance is heavily about definition, and capturing what should be happening.
Objective: Communicate that people need a clearer view of their customers.Talking Points:We’ve talked about how salespeople don’t have enough time to sell—and while that’s true, we also need to focus on knowing your customers too. Having more time to sell is great—but when all is said and done, it doesn’t mean much if you don’t know who to sell to. That’s why it’s important to identify your most valuable customer and prospects.Did you know that a full 40 percent—that’s almost half—of sales executives rate sales analytics as one of the top needs of their organization?* That means a lot of companies don’t have a good view of who their customers are. And when you consider that companies that retain 5 percent more customers typically increase profitability by 25 percent or more*, the case for knowing your customers is clear.40% of Sales executives rate Sales Analytics as one of the top needs for their organization (User Survey Analysis: Business Intelligence, Worldwide 2007: Gartner)56% of CSOs indicated they want to improve their ability to farm additional revenue from existing customers (Sales Performance Optimization -2007 Survey Results & Analysis – CSO Insights)The benefits of knowing your customers has a measureable impact on your bottom line: A recent study indicates differences in data quality can amount to a 66 percent shift in revenue from customers (Lager 2009).Ask yourself two questions:Have we identified the most important customer segments?Are we targeting, expanding, and retaining the right accounts?Can we following the information from Lead to Cash?[CLICK BUILD]Here’s what Microsoft offers to help you answer these questions.360 degree customer visibility by roleCustomer analyticsAnalytics for targeted sellingOPTION #1: Stay on this slide & review points below, then transition to Pillar 2 (Optimize Selling Cycles)360 degree customer visibility by roleSingle view of interactions across systems – see all your accounts, cases and interactions in one placeUser defined experience (web, phone, PC) - Contextual delivery based on sales roleCustomer Analytics for Strategic Segmentation Gain insight into customer purchasing behaviorIdentify and group customers more likely to buyCapitalize on new market opportunitiesAlign sales resources based on customer/prospect segmentationPredictive Analytics for Targeted SellingPinpoint high probability deals for closingProactively identify up/cross-sell opportunitiesMaximize revenue potential of current accountsTransition:Once you have identified the right customer and opportunities, do you have the processes in place to handle the leads?OPTION #2 – Proceed to next slide to discuss blue bar text in greater detail.Transition:Let’s go into each of these in detail:*User Survey Analysis: Business Intelligence, Worldwide 2007: GartnerThompson, Ed, and Nelson, Scott D., “How to develop a CRM Strategy,” (Gartner Research, December 27, 2004). *Reichheld, Frederick, “The Loyalty Effect,” (Harvard Business School Press, 2001).Additional Sales Role Points:Sales ExecutiveShift sales resources to impact growthSegmenting customers to drive growthIdentify and capitalize on market changes and trendsSenior Sales ManagerSeamlessly track all interactions, communications, purchases and inquiriesGain full visibility into customer information and purchase historySegment and target high-value customersProactively pinpoint and tailor up-sell/cross-sell opportunitiesSales OperationsDeploy systems that integrate data across multiple systems to provide full view of customer informationEnsure adoption of CRM tools that enable the collection of quality customer information.Improve cross-sell/up-sell rates via timely and relevant customer dataKeep your pulse on customer satisfaction with full visibility into interactions across all departmentsAutomatically track key renewal and contracts dates and take proactive measures while you can still effect change
You are not giving your presentation to have another meeting. You are there to convey meaning.
GovernanceThe Art of Growing the Possible 45945 Center Oak Plaza, Suite 140 Sterling, VA 20166 703-652-8971 LWilliams@i3solutions.com @sharepointlinc
SharePoint – incredible demand, incredible capabilities … Bill Gates at the 2008 SharePoint Conference “There is an incredible demand today for solutions that help businesses to harness the power of a global work force and tackle the challenges that come with the explosive growth of digital information. The spectacular growth of SharePoint is the result of the great combination of collaboration and information management capabilities it delivers. I believe that the success we’ve seen so far is just the beginning for SharePoint.”
Governance Defined Governance is the activity of governing. It relates to decisions that define expectations, grant power, or verify performance. It consists either of a separate process or of a specific part of management or leadership processes. ROOT: Psychology of Trust and Fear Assuring, on behalf of those governed, a worthy pattern of good while avoiding an undesirable pattern of bad.
What is our Philosophy? Governance philosophy in today’s organizations focuses on productivity and results Great Governance bodies define themselves as adding value and wisdom, helping with change and strategy decisions without micromanaging They don’t hold back challenging questions but are also supportive of employees getting the job done
If we do not communicate the Vision of the portal we are…
Vision ü û ...by providing a centralized location for people to find what they need ...by having open communities and information/knowledge sharing through wikis, blogs, forums ...by allowing for security controlled locations that can be used for versioning ...by combining the disparate X number of home-grown intranet solutions ...by ...by Make it easier for people to work together Enable collaboration Document management Portal Eliminate (reduce) email Increase ROI
Possibilities Many of SharePoint’s capabilities are not ‘required’ or ‘mandated’ users need to understand the value to get the benefit Users can do a lot We can give them “great power” and need to ensure they accept their “great Responsibility” We have an obligation to guide and support them
Empower Provide business users a manageable solution to create, share and collaborate on Work
Inspire “Leaders establish the vision for the future and set the strategy for getting there; they cause change. They motivate and inspire others to go in the right direction and they, along with everyone else, sacrifice to get there.” Show them to use it in real world situationsShow them when not to use it
Support Have answers for themTeach Them “Four things support the world: the learning of the wise, the justice of the great, the prayers of the good, and the valor of the brave” ‘Tis not enough to help the feeble up, but to support them after’ ~William Shakespeare Finely Tuned Performance & Expertise
Adoption Does Not 'Just Happen' Reach critical mass to stay in the game VHS and Betamax: adoption x time critical mass critical mess Tipping point Crossing the Chasm
Why SharePoint Adoption Can Be Hard What is SharePoint exactly? Collaboration Portal Search Content Management Applications About 20 other things! Users don’t necessarily *have* to use SharePoint to get their job done Example: Payroll system vs Sharing files New way(s) of doing something – cultural changes take 18-36 months to stick
100% Awareness Learning Trial Application Adoption Adoption Stage/Time Adoption Curve The Roll-out strategy must focus on most effectively getting employees to adopt the portal over time When adopting a new tool, users typically pass through five stages, each involving a progression of behaviors and needs . . . here are three of the key stages: User achieves awareness of the new technology and begins forming perceptions around its importance and value. User experiments with the tool on current projects to experience tangibly how it fits with current modes of working. Obtains real-time under-standing of benefits and experience. User incorporates the solution as an indispensable tool. As such, the solution is a formal element within specific stages of work processes. User obtains an understanding, both theoretical and demonstrated, of the tool’s fundamental attributes, such as what it does, its value, how to use it, and how it integrates with existing work processes. User applies the technology regularly and gains greater familiarity with it, specifically as it relates to fundamental tasks.
Accelerating Users EnlightenmentCreate a comprehensive adoption plan Growing confidence and value Elements in planned approach Responsibilities & Sponsors Super Users and Influencers Communications and Buzz Training Community Context Governance & Support inventor advocate Perceived Value productive aware skeptic clueless Conquered skills & confidence
What Users Want Connecting SharePoint to Biz Goals Users want to see the connection Outcomes, not requirements Elegant Solution Design Don’t make users go through five screens to do one task ‘WIIFM’ “What’s in it for me?” – users want to understand what they get out of using the system (why they have to add metadata, for example)
Part 2: Must-Have Elements to Your Adoption Strategy
Must-Have Elements Communication Plan Training Plan Content Conversion Plan User Support Plan Incentives and Reward Plan
Communication Plan Leverage Experts and Champions CEO Memos Town Hall Meetings Break Room Posters Other Fun Ideas: Online Scavenger Hunts “Birth” Announcements Launch Parties Make sure you have an ongoing plan for continuous communication
Training Plan Training: Not just for Developers and IT Also For: Power Users (Site Owners) Visitors Members Web Content Contributors Workflow Approvers “just-in-time and just enough”
Content Conversion Plan It’s critical that important information gets moved to the new system Several Options: Clean and migrate everything Migrate nothing; Index old content
New content only in new system
Clean and migrate recent content only. Don’t Migrate without Cleaning!
User Support Plan Contact Person for Every Page Use pictures and contact info Internal Site Owner User Groups Empower users to help each other Get the IT Help Desk on board Giving users power means more questions End-User Feedback Loop Get feedback in two ways: Metrics-based (number of users, rating scale, etc) Anecdotes (good/bad experiences) End-User resources (guides, help, etc)
Incentives & Reward Plan Answer WIIFM Show (with real data) why something is useful Make It Fun! Buck the company culture Provide Recognition for Content Contribution Money talks; so do titles & certificates Have a Fantastic User Experience Invest in an information architecture