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Salesforce Customer Success: “7 dritte per gli amministratori”

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Salesforce Customer Success: “7 dritte per gli amministratori”
Fabio Lullia, Sr. Success Engagement Manager
Hannele Anita Piipari, Customer Success manager

Published in: Technology
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  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer that is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story That Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m77EgH } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m77EgH } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer that is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story That Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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Salesforce Customer Success: “7 dritte per gli amministratori”

  1. 1. LA CUSTOMER SUCCESS PLATFORM Salesforce Customer Success: “7 dritte per gli amministratori” ​ Fabio Lullia, Sr. Success Engagement Manager Hannele Anita Piipari, Principal Customer Success Manager 7 strategie di cui non puoi fare a meno
  2. 2. ​ Dichiarazione Safe Harbor ai sensi del Private Securities Litigation Reform Act (legge statunitense di riforma dei contenziosi relativi a titoli privati) del 1995. ​ Questa presentazione può contenere dichiarazioni previsionali che possono comportare rischi, incertezze e presupposizioni. Qualora tali incertezze dovessero concretizzarsi o qualora le presupposizioni si rivelassero errate, i risultati di salesforce.com, inc. potrebbero differire sostanzialmente dai risultati espressi o implicati dalle dichiarazioni previsionali da noi formulate. Qualsiasi affermazione, a eccezione di quelle relative a fatti oggettivi, può considerarsi relativa al futuro, incluse proiezioni riguardanti la disponibilità di prodotti o servizi, l'aumento degli abbonati, gli utili, i ricavi o altri indicatori finanziari e qualsiasi affermazione concernente strategie o piani di gestione per operazioni future, opinioni, affermazioni relative a servizi o sviluppi tecnologici nuovi, previsti o aggiornati, nonché ai contratti con la clientela o all'utilizzo dei servizi della società. ​ I rischi e le incertezze di cui sopra comprendono, a titolo esemplificativo, i rischi associati allo sviluppo e alla fornitura di nuove funzionalità per il nostro servizio, ai nuovi prodotti e servizi, al nostro nuovo modello di business, alle nostre precedenti perdite d’esercizio, alle possibili fluttuazioni dei nostri risultati di gestione e del tasso di crescita, alle interruzioni o ritardi nel nostro servizio di hosting Web, alla violazione delle nostre misure di sicurezza, al risultato di qualsiasi vertenza, ai rischi correlati alle fusioni e acquisizioni concluse o possibili, all’immaturità del mercato in cui operiamo, alla nostra storia operativa relativamente limitata, alla nostra capacità di ampliare, conservare e motivare i nostri dipendenti e gestire la nostra crescita, alle nuove versioni del nostro servizio e alla proficua implementazione presso i clienti, alla nostra limitata esperienza nella rivendita di prodotti non reperibili su salesforce.com, nonché all’utilizzo e alla vendita a clienti di grandi imprese. Ulteriori informazioni sui fattori che potrebbero influenzare i risultati finanziari di salesforce.com, inc. sono incluse nella relazione annuale della società al modulo 10-K relativo all’ultimo anno fiscale e nella relazione trimestrale della società al modulo 10-Q relativo all’ultimo trimestre fiscale. Questi e altri documenti che contengono importanti informazioni divulgate sono disponibili alla sezione SEC Filings della sezione Informazioni per gli Investitori del nostro sito Web. ​ Qualsiasi servizio o funzionalità non rilasciati a cui si fa riferimento in questa o in altre presentazioni, comunicati stampa o documenti di carattere pubblico non sono al momento disponibili e potrebbero non essere forniti in tempo o non essere mai forniti. I clienti che acquistano i nostri servizi devono basare le loro decisioni di acquisto sulle funzionalità disponibili al momento. Salesforce.com, inc. non si assume alcun obbligo e non intende aggiornare tali dichiarazioni previsionali. Safe Harbor
  3. 3. Strategie per gli amministratori 1.  Allineati alla visione e alla strategia 2.  Coinvolgi gli utenti 3.  Costruisci fondamenta solide 4.  Pianifica in anticipo 5.  Dai slancio alla tua carriera 6.  Esplora la collaborazione 7.  Gestisci i tuoi dati
  4. 4. N. 1: Allineati alla visione e alla strategia Obiettivo: implementare il progetto •  Rendi operativa la strategia •  Sviluppa le mappe dei processi coinvolti •  Mappa i requisiti di business con le funzionalità di Salesforce •  Definisci le metriche del successo •  Convalida •  Analizza i dati e rafforzane il valore e la credibilità •  Incoraggia e supporta il cambiamento e la definizione di processi di business basati su KPI condivisi •  Comunica costantemente con la leadership •  Dai visibilità su come l'iniziativa procede rispetto agli obiettivi aziendali •  Identifica le aree in cui l’iniziativa non dà i risultati attesi e adotta azioni correttive
  5. 5. N. 2: Coinvolgi gli utenti ​ Obiettivo: favorire l’adoption da parte degli utenti •  Mantieni il focus sull'utente finale •  Fin dalle prime fasi della pianificazione e dello sviluppo, considera prioritaria l'esperienza utente (User Experience) •  Concentrati su ciò che porta davvero valore agli utenti •  Identifica i Campioni tra gli utenti per eseguire test, esaminare le nuove funzionalità e valutare il training •  Raccogli feedback regolarmente, quindi agisci con miglioramenti mirati •  Sviluppa una strategia di “adoption” e formazione •  Identifica un Executive Sponsor •  Posiziona il CRM come uno strumento per il successo •  Crea una strategia di formazione adatta per gli utenti finali •  Incoraggia l’adozione e l’utilizzo del sistema con metriche chiare e riconoscimenti
  6. 6. N. 3: Costruisci fondamenta solide ​ Obiettivo: definire le procedure di Governance e supporto •  Conosci l'applicazione •  Comprendi a fondo le potenzialità e le funzionalità delle soluzioni Salesforce •  Utilizza una Sandbox (o una Developer Org) per lo sviluppo e il test di nuove funzionalità •  Definisci chiaramente i processi di governance •  Collabora con gli sponsor interni per implementare un centro di eccellenza (CoE), il gruppo responsabile per la gestione di iniziative strategiche e di trasformazione su Salesforce •  Definisci un solido processo di gestione del cambiamento per ridurre i rischi collegati ai nuovi progetti •  Implementa le procedure di supporto •  Sviluppa una strategia per indirizzare e risolvere i problemi non appena questi vengono identificati •  Definisci un modello di supporto che includa sia l’assistenza interna, sia il supporto Premier di Salesforce •  Sfrutta Chatter per fornire un primo ed immediato livello di supporto
  7. 7. N. 4: Pianifica in anticipo ​ Obiettivo: essere sempre preparati •  Preparati per i nuovi rilasci di Salesforce •  Esamina in anticipo tutti i materiali sulle nuove funzionalità •  Presta particolare attenzione agli aggiornamenti che hanno un impatto sugli utenti finali •  Partecipa agli eventi Salesforce •  Scopri i dettagli sulle nuove funzionalità, utilizza al meglio le funzionalità esistenti, ottieni anticipazioni sulle innovazioni pianificate •  Sfrutta i nostri webinar per ascoltare direttamente la voce degli esperti •  Gestisci la roadmap interna •  Conosci bene gli obiettivi aziendali e mantieni aggiornata la roadmap d’implementazione
  8. 8. N. 5: Dai slancio alla tua carriera ​ Obiettivo: sviluppare le tue competenze •  Segui i corsi di formazione e consegui le certificazioni •  Sfrutta le nostre risorse formative e diventa un esperto dei nostri prodotti e dei nostri servizi •  Ottieni le certificazioni Salesforce per dare slancio alla tua carriera e sfruttare pienamente i vantaggi della piattaforma Salesforce •  Partecipa alle community di utenti •  Entra in contatto con i clienti Salesforce per scambiare idee e condividere le best practice •  Usa al meglio le conoscenze della community •  Utilizza il nostro sito success.salesforce.com per trovare le Success Community ed altre risorse •  Entra in contatto con gli esperti nei forum di discussione dedicati agli sviluppatori sul sito developer.salesforce.com
  9. 9. N. 6: Esplora la collaborazione ​ Obiettivo: connettere i tuoi utenti finali e i team •  Utilizza Chatter per connettere i team e gli utenti finali •  Incoraggia gli utenti a collaborare su attività e progetti con i gruppi e i feed di Chatter •  Sfrutta Chatter per offrire trasparenza e garantire agli utenti il recupero di informazioni contestuali quando ne hanno bisogno •  Esplora i casi di uso reali •  Concentrati sui casi d’uso collegati agli obiettivi strategici •  Utilizzali per comunicare alla tua organizzazione il valore di Chatter •  Estendi il coinvolgimento •  Consenti ai tuoi utenti di collaborare ovunque siano, utilizzando Chatter su dispositivi mobili (smartphone e tablet)
  10. 10. N. 7: Gestisci i tuoi dati ​ Obiettivo: migliorare la qualità dei dati •  Sviluppa una strategia relativa ai dati •  Stabilisci un processo di acquisizione dei dati e organizza dei training per gli utenti •  Utilizza le funzionalità native (valori di default, regole di validazione, etc) per aumentare la qualità dei dati •  Utilizza i servizi amministrativi Premier per ottimizzare la gestione dei dati •  Monitora •  Misura la qualità dei dati della tua organizzazione utilizzando report e dashboard •  Proteggi i tuoi dati •  Definisci un piano di backup dei dati per proteggere la tua azienda
  11. 11. Riassumendo… ALLINEATI ALLA VISIONE E ALLA STRATEGIA COINVOLGI GLI UTENTI COSTRUISCI FONDAMENTA SOLIDE PIANIFICA IN ANTICIPO DAI SLANCIO ALLA TUA CARRIERA ESPLORA LA COLLABORAZIONE GESTISCI I TUOI DATI
  12. 12. La conversazione continua! Italia User Group http://bit.ly/SuccessItalia Premier Success Italia http://bit.ly/ZonaPremier
  13. 13. Grazie

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