DF2UFL 2012: Planning Matters: Implementation and Beyond

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DF2UFL 2012
Afternoon Session: Implementation and Beyond
Presented by: Jennifer Phillips, User Group Leader, Salesforce.com MVP, Project Manager

Published in: Technology, Business
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DF2UFL 2012: Planning Matters: Implementation and Beyond

  1. 1. Implementation & Beyond Planning Matters (the first time & every single time after that)
  2. 2. Jennifer Phillips @CRMjenOrlando User Group Leader Saleforce.com MVP [Nerd]
  3. 3. Planning Small Slide Body Text
  4. 4. Mapping SuccessBusiness Unit Program Program design development Program execution Measurement and improvement Communications planning Strategy development Software System implementation Technology design deployment Refinement and administration IntegrationCRM Team  Vision  Translation  Rules  Scalable  Bravery  Measurable
  5. 5. DREAM WHO? Who has the need? WHAT? Who can toe the line? Who really knows what’s  Broken Process? going on (SMEs)  New Process?  Pilot*? WHY?  Collaboration? Expectations Measurability Risk
  6. 6. DREAM Paul Greenberg  Program. NOT Project  Culture shock  Step Beyond Data-Driven  Strategy supported by technology  Initiative of Change  Focus on building relationships & satisfaction  Encourages involvement & education
  7. 7. DREAM Paul Greenberg  Program. NOT Project  Culture shock  Step Beyond Data-Driven  Strategy supported by technology  Initiative of Change  Focus on building relationships & satisfaction  Encourages involvement & education
  8. 8. BUILDBusiness Unit Program Program design development Measurement Program execution and Communications improvement planning Strategy development Software System implementation Technology Refinement and design administration deployment IntegrationCRM Team
  9. 9. BUILD  Universal Truths  You. Can’t. Have. All. Three.  More Focus = Clearer Picture  Sponsorship REQUIRED!Pick two.
  10. 10. You can’t automate your way out of a bad process.
  11. 11. BUILD LISTEN & DEFINE EXPLORE Current Systems  Other Systems Capabilities  Integration Opportunities Service Agreements  Duplication of efforts, data Processes  Bonus Points for low hanging Pain Points fruit!
  12. 12. BUILD RESTATE & REFINE DEFINE Need  Team Process  Scope Risk  Expectations Deliver complete (concise)  Holistic ‘WHAT’ vision
  13. 13. Why is this stuff important? Quality of the Solution RIGHT people are invested Reduced risk Communications Cheaper.
  14. 14. Delivered Over & Above [TRUMPET from the mountaintops] Roadblocks Communicate. Communicate. Communicate. Progress
  15. 15. BUILD Salesforce.com Helpful  Help & Training:  Salesforce.com Getting Started Portal  Getting Started Workbook  5 Steps to a Successful Implementation  The AppExchange CRM-Centric  CRM at the Speed of Light  http://www.destinationcrm.com/
  16. 16. TEST, TRAIN, DEPLOYBusiness Unit Program Program design development Measurement Program execution and Communications improvement planning Strategy development Software System implementation Technology Refinement and design administration deployment IntegrationCRM Team
  17. 17. TEST, TRAIN, DEPLOY Demo DOCUMENT UAT Training Best Practices  WIIFM  Management Tactics Support  Feedback Channel  Change Management
  18. 18. SUPPORT & MEASURE
  19. 19. SUPPORT & MEASURE Monitor  Designed as defined?  Next Steps (Future Features, Found Opportunities)  Post-Mortem Lessons Learned  Champion  SMEs  Detractors
  20. 20. How did WE Do?
  21. 21. If no mistake have you made, yet losing you are…a different game you should play.Crazy happens.Define your process, diligently workto execute within it, and understandthat you can’t control externalforces.You CAN control your reaction tothose forces.
  22. 22. Thank YOU!

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