6. Domain Development Define Business Objectives Define CRM Strategies Define CRM Vision Prioritize and group Initiatives Develop the CRM Roadmap What are key business metrics to measure success? Assess impact on organization/ employees How will the CRM transformation impact the organization and employees? Identify key Business Metrics Domain #1 Strategy and Vision What are the business objects of the overall CRM effort? What should be the basis for deciding which initiatives are pursued first? What are the strategies to enable achievement of your CRM vision? What is the vision that will carry forward the CRM effort? Domain #2 Business Metrics Domain #3 Adoption Domain #5 Roadmap Define Processes Develop the Technology and Data strategy What processes will help achieve the CRM vision? Do they need to be re-designed? Domain #6 Process Domain #7 Technology and Data How should the list of CRM related programs and initiatives be structured to produce maximum benefit? Develop the Center of Excellence Domain #4 Sponsorship and Governance What governance model will best support the CRM effort?
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9. Roadmap Example - Breadth Phase 1 Team Selling Account Management Opportunity and Pipeline Mgmt Phase 2 Activity Management Advanced Metrics/Reporting Marketing and Lead Management Phase 3 PRM Quoting Finance Integration All Geographies – Sales License Count: 2000 All Geographies – Additional Functions License Count: 4000 All Geographies – Additional Functions License Count: 5000 Customer Service and Support Reporting and Dashboards Mobility
31. CA’s Road to Success Celia Gillen, CA Ken Jakobsen, CA Joe Renz, CA
32. Joe Renz Vice President Worldwide Sales Operations CA [email_address]
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34. Our global challenge: lack of “one source of the truth” SAP & Spreadsheet Homegrown Homegrown Homegrown
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36. CA’s roadmap was created with 3 priorities in mind 1 2 3 Opportunity Mgmt More New Product Sales Opportunity Mgmt Increased Account Penetration Opportunity Mgmt Higher Renewal Yield
37. Blackberry – US Optimization Report Optimization Satmetrix Marketing MQL – Excl. Wily Multi-Currency Migrate APF Technical Sales Translation MDY, ILumin - Enterprise GSI’s Outlook V2 EU 4Cast Multi Language Win / Loss Implementation Director Value for Management Value for the AD/AM May June July April August September October November…… 2 2.5 Phase 2 Phase 2.5 Phase 3.0 Phase 1 3 Indirect Account Team Synch. Wily NCV Opportunity Grid Optimization SAP/SFDC Integration Feasibility Phase 2.75 2007
38. In reality this was our roadmap “ I have no visibility into the services pipeline. Ken when can my 1.200 users get access?” SVP Services “ Spreadsheets was much more rugged. When can finance be part of this so we do it the right way!" SVP Finance “ Everyone please…This is a Sales System for Sales Users No scope Creep …" SVP Sales ".Yes Sir, Right away Sir, Excuse me Sir . " SFDC Project Lead “ We need to get Leads into Salesforce now. Ken your team can do that right?” SVP Marketing
39. Future phases of our deployment August September October November…… Future Phase Offline Edition Advanced Forecasting Contract Management Case Management/CSS SAP integration Auto Renewals MDY, ILumin - Indirect Opportunity Management Methodology Quotas Trial Management & POC Wily Marketing Blackberry – Intl. Services Res. Mgt. cProjects Template
44. Celia Gillen Vice President Ken Jakobsen Director Joe Renz Vice President QUESTION & ANSWER SESSION CA CA CA Quentin Christie CRM Manager Telecom New Zealand
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