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Change at Light(ning) Speed
Change Management Best Practices
Tarek Stassen
Success Engagement Manager
tstassen@salesforce....
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contai...
• Drives continuous innovation for Salesforce and our customers
• Three releases and automatic upgrades each year
• IdeaEx...
Change Management: the roadmap
2 Analyze &
Prioritize
Requests
1 Collect Ideas
& Requests
3 Communicate 4 Train
Roadmap Fr...
1. Collecting ideas and requests
Who provides input?
How can you capture it?
 Chatter
 Ideas
 Cases
Discovery: what inf...
How to roll out Lightning Experience
Develop a rollout strategy and go live with greatness
Get the Lightning Experience Ro...
2. Analyze and Prioritize the requests
Who makes the decision?
How do you prioritize?
• Program Goals & Strategy
• Busines...
Manage your change pipeline
Define a release cadence for your change pipeline
 Minor releases
• Simple config changes
• L...
How Existing Customizations are Affected
How to assess if any existing customizations are affected by Lightning Experience...
3. Communicate
1. Communication: early and often
is best
2. Give people a place to voice their
concerns. Create a Channel....
Lightning Experience and Salesforce Classic
Both experiences are available for customers to use
Lightning Experience Sales...
Switching Between Interfaces is Easy
Any user can switch between interfaces on demand
4. Train your users
1. Know your users: early adopters,
advocates, neutrals, resisters.
2. Adapt the training to the
chang...
Salesforce
Basics
App
Customization
Admin Trail: Starting with Lightning Experience
Lightning
Experience
Basics
Lightning
...
Don’t forget to monitor the impact
1. Use Salesforce Reports and
Dashboards to monitor the
impact.
2. Justify the changes ...
Change Management: the roadmap
2 Analyze &
Prioritize
Requests
1 Collect Ideas
& Requests
3 Communicate 4 Train
Roadmap Fr...
The Conversation Never Ends!
Join the Conversation!
Over 1,500,000 members strong!
Engage directly with Salesforce
experts...
Success Community Groups
thank y u
Sales
Cloud
Analytics
Cloud
Service
Cloud
App
Cloud
Marketing
Cloud
Community
Cloud
Introducing the
Lightning Experience:
...
Pipeline Board
A powerful way to visualize and work your pipeline
Visualize Your Pipeline
See your opportunities
organized...
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Success Services - Change management best practices

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Success Services - Change management best practices
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Success Services - Change management best practices

  1. 1. Change at Light(ning) Speed Change Management Best Practices Tarek Stassen Success Engagement Manager tstassen@salesforce.com
  2. 2. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. • Drives continuous innovation for Salesforce and our customers • Three releases and automatic upgrades each year • IdeaExchange helps feature release planning • One of the most valuable benefits of Salesforce.com Salesforce.com’s Seasonal Release Warm up to Winter
  4. 4. Change Management: the roadmap 2 Analyze & Prioritize Requests 1 Collect Ideas & Requests 3 Communicate 4 Train Roadmap Framework
  5. 5. 1. Collecting ideas and requests Who provides input? How can you capture it?  Chatter  Ideas  Cases Discovery: what info do you need to capture?  What’s the change  Who wants this?  What’s the business value?
  6. 6. How to roll out Lightning Experience Develop a rollout strategy and go live with greatness Get the Lightning Experience Rollout badge on Trailhead, where you’ll learn how to: ● Get educated on Lightning Experience ● Craft and execute a rollout plan ● Measure your results
  7. 7. 2. Analyze and Prioritize the requests Who makes the decision? How do you prioritize? • Program Goals & Strategy • Business Requirements • Level of effort • ROI What happens to changes you can’t deliver?
  8. 8. Manage your change pipeline Define a release cadence for your change pipeline  Minor releases • Simple config changes • Limited testing required • Target Monthly  Updates • Weekly bug fixes, configuration  Major releases • New initiatives • Significant testing required • Target quarterly
  9. 9. How Existing Customizations are Affected How to assess if any existing customizations are affected by Lightning Experience Get the Lightning Experience Basics badge on Trailhead, where you’ll learn how to: ● Conduct a gap analysis ● Compare the two user experiences ● Learn about what isn’t supported
  10. 10. 3. Communicate 1. Communication: early and often is best 2. Give people a place to voice their concerns. Create a Channel. Anonymously? 3. Plan communication in parallel with releases
  11. 11. Lightning Experience and Salesforce Classic Both experiences are available for customers to use Lightning Experience Salesforce Classic • The user experience immediately predating Lightning Experience is Salesforce Classic. • Features not yet supported in Lightning Experience are available in Salesforce Classic. • If you’re not ready to migrate all users to Lightning Experience, you can use both Lightning Experience and Salesforce Classic.
  12. 12. Switching Between Interfaces is Easy Any user can switch between interfaces on demand
  13. 13. 4. Train your users 1. Know your users: early adopters, advocates, neutrals, resisters. 2. Adapt the training to the changes: Prework(sandbox), Live sessions, Tip Sheets, office hours… 3. Follow up and Support
  14. 14. Salesforce Basics App Customization Admin Trail: Starting with Lightning Experience Lightning Experience Basics Lightning Experience Features Admin Trail: Migrating to Lightning Experience App Customization Lite Lighting Experience Rollout Lighting Experience Rollout Lightning Experience Basics Lightning Components Lightning Design System Lightning Experience Development Visualforce & Lightning Salesforce User Basics Sales Rep Trail: Lightning Experience Salesforce User Tour Developer Trail: Lightning Experience Trailhead is THE place to learn Lightning Experience
  15. 15. Don’t forget to monitor the impact 1. Use Salesforce Reports and Dashboards to monitor the impact. 2. Justify the changes made and impact to management and end users. 3. This will allow you to make further changes in the future.
  16. 16. Change Management: the roadmap 2 Analyze & Prioritize Requests 1 Collect Ideas & Requests 3 Communicate 4 Train Roadmap Framework
  17. 17. The Conversation Never Ends! Join the Conversation! Over 1,500,000 members strong! Engage directly with Salesforce experts! Hear from our MVP’s, other customers and Salesforce resources! Access resources, webinars, people, all designed to help you achieve success! Join our Success Collaboration Groups on success.salesforce.com
  18. 18. Success Community Groups
  19. 19. thank y u
  20. 20. Sales Cloud Analytics Cloud Service Cloud App Cloud Marketing Cloud Community Cloud Introducing the Lightning Experience: Modern User Interface Proactive Sales Intelligence Customizable Platform Sales Wave Analytics App Custom Action Menus Wave Analytics for Visualforce External Display for Presentation Mode New Filter & Comparison Operators Omni-Channel Lightning Service Console S1 Mobile Knowledge Configurable Self- Service Templates Social Post Approvals Lightning Experience for Custom Objects Process Builder Multiple Schedules Process Builder Bulk Optimized Lightning Connect CRUD Data Loader for Mac Next Generation Journey Builder CRM Powered Advertising with Active Audiences Next Generation Email Group Messaging Marketing Automation with GroupConnect Social Studio Network Expansion Next Generation Community Builder Targeted Recommendations Rich Text in the Feed Insights for Community Managers Relevant at Mentions Winter ’16 Favorite Features 150+ New Features
  21. 21. Pipeline Board A powerful way to visualize and work your pipeline Visualize Your Pipeline See your opportunities organized by stage, with subtotals up top Drag and Drop Move deals between stages with click and drag Alerts Get smart alerts prompting you to take action on deals that need your attention

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