How to Make Your Administrator Hat


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How to Make Your Administrator Hat

  1. 1. How to Make Your Administrator Hat Easier to Wear Melinda Gonzalez, Ken McCumber, Intrado Nicole Miller, TARGUSinfo Track: New System Administrators
  2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results 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 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. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire, retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at . </li></ul><ul><li>Any unreleased services or features referenced in this or other 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 purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
  3. 3. Agenda <ul><li>Introduction </li></ul><ul><li>Make it “Stick” with Sticks and Carrots </li></ul><ul><li>Establish Ownership & Accountability </li></ul><ul><li>Train, Train, and Retrain </li></ul><ul><li>Keep Up the Good Work…but Keep It Current </li></ul><ul><li>Avail Yourself of Resources </li></ul><ul><li>Questions & Answers </li></ul>
  4. 4. Seeing the Forest for the Trees <ul><li>Maintain perspective and establish a plan of attack </li></ul><ul><li>Be prepared to: </li></ul><ul><ul><li>Garner executive-level support and respect </li></ul></ul><ul><ul><li>Build intimate knowledge of organizational culture and structure </li></ul></ul><ul><ul><li>Lean on communication, motivational, and presentation skills </li></ul></ul><ul><ul><li>Train yourself and others </li></ul></ul><ul><ul><li>Use interpersonal skills to build relationships with key stakeholders and end user group </li></ul></ul>
  5. 5. Ken McCumber Director, Sales Operations [email_address]
  6. 6. <ul><li>Provides the core of the nation’s 9-1-1 network for public safety markets and the majority of telecommunications companies in the United States </li></ul><ul><li>100 users with 92% sales login rate </li></ul><ul><li>Viewed as the source for pipeline & account management </li></ul><ul><li>Salesforce was key contributor to growth from 12M in 2003 to 161M in 2005 </li></ul><ul><li>Recently acquired by West Corporation </li></ul>Intrado Overview INDUSTRY: Telecom EMPLOYEES: 800 GEOGRAPHY: Global <ul><li>PRODUCT(S) USED </li></ul><ul><ul><li>SFA </li></ul></ul><ul><ul><li>3rd Party Outbound Marketing (Vertical Response) </li></ul></ul># USERS: 100
  7. 7. Administrative Focus During Implementation <ul><li>Make it stick </li></ul><ul><ul><li>Identify all areas of challenge </li></ul></ul><ul><ul><li>Devise an approach to the solution </li></ul></ul><ul><ul><li>Measure & communicate results </li></ul></ul><ul><li>Establish ownership & accountability </li></ul><ul><ul><li>Build relationships </li></ul></ul><ul><ul><li>Apply technology solutions where appropriate </li></ul></ul><ul><ul><li>Avoid typical administrator pitfalls </li></ul></ul>
  8. 8. Adoption is Everyone’s Problem <ul><li>Cultural & organizational challenges </li></ul><ul><ul><li>Sales personnel turnover </li></ul></ul><ul><ul><li>“ My” vs. the company data </li></ul></ul><ul><ul><li>Mining the mind </li></ul></ul><ul><li>Technology needs </li></ul><ul><ul><li>Shared data </li></ul></ul><ul><ul><li>Single repository </li></ul></ul><ul><ul><li>Mobile accessibility </li></ul></ul>
  9. 9. Adoption is Everyone’s Problem <ul><li>Internal customer impacts </li></ul><ul><ul><li>Inefficient operational handoffs </li></ul></ul><ul><ul><li>Financial inaccuracy </li></ul></ul><ul><ul><li>Lack of cross business unit collaboration </li></ul></ul><ul><li>External customer impacts </li></ul><ul><ul><li>Ineffective account transitioning </li></ul></ul><ul><ul><li>Inefficient operational handoffs </li></ul></ul><ul><ul><li>Overall customer dissatisfaction </li></ul></ul>
  10. 10. Adoption Strategy <ul><li>Strategy & Tactics </li></ul><ul><ul><li>Strategy – get them using salesforce </li></ul></ul><ul><ul><li>Tactical – measure the results (reports) </li></ul></ul><ul><ul><li>Data quality focus comes later in the deployment </li></ul></ul><ul><li>Executive Sponsorship </li></ul><ul><ul><li>Represents responsibility WITH authority </li></ul></ul><ul><ul><li>Lays the foundation long term adoption & cultural change </li></ul></ul><ul><li>Stick AND Carrot Methodology </li></ul><ul><ul><li>Stick – you don’t want a call from the COO </li></ul></ul><ul><ul><li>Carrot – sell salesforce to your sales staff the same way they sell to customers; find their pain point and solve it with the application </li></ul></ul><ul><li>Measurements </li></ul><ul><ul><li>Contest & incentives (e.g. Night on the Town ) </li></ul></ul><ul><ul><li>Wall chart visible in the sales area (no names) </li></ul></ul><ul><li>Number of user logins per week </li></ul><ul><li>Number of tasks created by users </li></ul><ul><li>Allocation of sales teams </li></ul><ul><li>Completion of online training curriculum </li></ul><ul><li>Exception reports to highlight inconsistencies in data </li></ul>ADOPTION METRICS
  11. 11. Sample Adoption Measurement <ul><li>Sales Operations , 10 sales users </li></ul><ul><li>Metric </li></ul><ul><ul><li>Each account executive must login at least once a day </li></ul></ul><ul><ul><li>Ensure salesforce is up to date by end of week </li></ul></ul><ul><ul><li>No past close dates by end of week </li></ul></ul><ul><li>Measurement reports </li></ul><ul><ul><li>Daily login chart (demo) </li></ul></ul><ul><ul><li>Weekly team meeting report </li></ul></ul><ul><ul><li>Exception report </li></ul></ul>Daily Sales Logins for the Current Month “ However beautiful the strategy, you should occasionally look at the results.” - Winston Churchill
  12. 12. Results Achieved Through Adoption <ul><li>300% increase in adoption over the contest period </li></ul><ul><li>Enhanced teaming across business units </li></ul><ul><li>Salesforce became THE repository </li></ul><ul><li>“ Did you look in Salesforce?” became the answer </li></ul>
  13. 13. Administrative Focus During Implementation <ul><li>Make it stick </li></ul><ul><ul><li>Identify all areas of challenge </li></ul></ul><ul><ul><li>Devise an approach to the solution </li></ul></ul><ul><ul><li>Measure & communicate results </li></ul></ul><ul><li>Establish ownership & accountability </li></ul><ul><ul><li>Build relationships </li></ul></ul><ul><ul><li>Apply technology solutions where appropriate </li></ul></ul><ul><ul><li>Avoid typical administrator pitfalls </li></ul></ul>
  14. 14. Rome Wasn’t Built in a Day… <ul><li>Build administrator relationships </li></ul><ul><ul><li>Administrator and users </li></ul></ul><ul><ul><li>Administrator and senior management </li></ul></ul><ul><ul><li>Administrator and business units </li></ul></ul><ul><li>Technology tools </li></ul><ul><ul><li>Apply workflow </li></ul></ul><ul><ul><li>Develop reports & dashboards </li></ul></ul><ul><ul><li>Capture data across business units </li></ul></ul>
  15. 15. … Or By One Person <ul><li>Administrator pitfalls </li></ul><ul><ul><li>Continuous user dependency on administrator </li></ul></ul><ul><ul><li>Lack of motivation by users to find creative solutions </li></ul></ul><ul><ul><li>Sum of the parts is less than the whole </li></ul></ul><ul><ul><li>Quality improvement through collaboration </li></ul></ul>“ I don’t know the key to success, but the key to failure is trying to please everybody.” – Bill Cosby
  16. 16. Ownership Strategy <ul><li>Comprehensive training program to address needs of each unique user population </li></ul><ul><li>Push the functionality to the user community </li></ul><ul><ul><li>Feed them a fish ONCE , then teach them how to fish </li></ul></ul><ul><ul><li>Sometimes it’s OK to say “No” </li></ul></ul><ul><ul><li>Survey your users for the following: “I wish the Salesforce application could help me _____________.” </li></ul></ul><ul><li>Commission Pending report </li></ul><ul><li>Dun & Bradstreet request (workflow) </li></ul><ul><li>Useful business links </li></ul><ul><ul><li>Single entry point for other systems such as time reporting & expense system </li></ul></ul>SAMPLE SELF HELP TOOLS
  17. 17. Ownership Strategy (cont.) <ul><li>Identify champions </li></ul><ul><ul><li>Respected as innovators </li></ul></ul><ul><ul><li>Open-minded individuals who are willing to try new things </li></ul></ul><ul><ul><li>Active and vocal advocates for change </li></ul></ul><ul><li>Prepare for high dependency from senior management but leverage commonalities across executive groups </li></ul><ul><ul><li>Business goals </li></ul></ul><ul><ul><li>Key performance indicators </li></ul></ul><ul><ul><li>Management techniques/strategies </li></ul></ul><ul><li>Use workflow to mechanize processes * EE & UE feature </li></ul>
  18. 18. Ownership Example <ul><li>Wireless Operations , 15 users </li></ul><ul><li>Purpose : Financial Forecast Gap Analysis </li></ul><ul><li>Business unit goal </li></ul><ul><ul><li>Current quarter state of opportunities </li></ul></ul><ul><ul><li>Ensure financial commitments are met </li></ul></ul><ul><ul><li>Early identification of issues </li></ul></ul><ul><li>Associated measurement reports </li></ul><ul><ul><li>Assorted analysis of opportunities </li></ul></ul><ul><ul><li>Key account activity </li></ul></ul><ul><ul><li>Exception report </li></ul></ul>Executive Built Dashboard Component
  19. 19. Results Achieved Through Ownership <ul><li>Finance created their own pending commissions report </li></ul><ul><li>Corporate now manages Dun & Bradstreet via salesforce workflow Sales requested links to expense & time reporting on the home page </li></ul><ul><li>Senior management still likes me to build the dashboards, but they’re getting better with requirements! </li></ul><ul><li>9 - 12 months seemed to be the period where we started to have real confidence in the numbers and I became recognized as the Subject Matter Expert at Intrado. However, as country recording artist Alan Jackson says “I’m a Work in Progress.” </li></ul>
  20. 20. <ul><li>For those of you who find yourselves constantly challenged to get more from your current deployment take comfort in the following: </li></ul>Anything is Possible “ Programming today is a race between engineers striving to build bigger and better idiot-proof programs, and the universe trying to produce bigger and better idiots. So far, the universe is winning.” - Rich Cook
  21. 21. Almost There! <ul><li>Introduction </li></ul><ul><li>Make it “Stick” with Sticks and Carrots </li></ul><ul><li>Establish Ownership & Accountability </li></ul><ul><li>Train, Train, and Retrain </li></ul><ul><li>Keep Up the Good Work…but Keep It Current </li></ul><ul><li>Avail Yourself of Resources </li></ul><ul><li>Questions & Answers </li></ul>
  22. 22. Nicole Miller Sales & Marketing Operations Analyst [email_address]
  23. 23. About TARGUSinfo <ul><li>Leading provider of on-demand data about consumers that are interacting with businesses via web, phone, and point of sale </li></ul><ul><li>13 years old, 150 employees </li></ul><ul><li>400+ clients and 1.5 billion transactions per month </li></ul>INDUSTRY: Data EMPLOYEES: 150 GEOGRAPHY: US & Canada <ul><li>PRODUCT(S) USED: </li></ul><ul><li>Enterprise Edition </li></ul><ul><li>3 AppExchange applications in production, several others in consideration </li></ul># USERS: 97
  24. 24. Administrator Focus Post Implementation <ul><li>Create a dynamic (re)training strategy </li></ul><ul><ul><li>Train new hires </li></ul></ul><ul><ul><li>Set up methods to identify users for retraining </li></ul></ul><ul><ul><li>Maintain communication with users </li></ul></ul><ul><li>Keep current with the business </li></ul><ul><ul><li>Maintain an open door policy for users </li></ul></ul><ul><ul><li>Research new offerings on the AppExchange </li></ul></ul><ul><ul><li>Manage ongoing changes </li></ul></ul>
  25. 25. Keep your Sanity – Focus on the Issues <ul><li>Business Challenges </li></ul><ul><ul><li>No formal training program in place resulting in: </li></ul></ul><ul><ul><ul><li>Lack of standardized end user behavior </li></ul></ul></ul><ul><ul><ul><li>Lack of consistent communications </li></ul></ul></ul><ul><ul><li>User adoption rate plummeted after hire </li></ul></ul><ul><ul><li>Poor data quality </li></ul></ul>
  26. 26. Keep your Sanity – Focus on the Issues <ul><li>User challenges </li></ul><ul><ul><li>Unmet goals </li></ul></ul><ul><ul><li>“ Team” mentality of the organization was negatively affected by poor data quality – affected morale </li></ul></ul><ul><ul><li>Lack of visibility into colleagues opportunities, competitor info, etc. </li></ul></ul>
  27. 27. Training Solution <ul><li>End goal of training strategy </li></ul><ul><ul><li>Improved data quality </li></ul></ul><ul><ul><li>Needed to be able to create executive level reports to drive positive perception ensure long term executive sponsorship </li></ul></ul><ul><ul><li>As close to 100% adoption rate as possible </li></ul></ul><ul><ul><li>Scalable enough to meet future growth plans </li></ul></ul><ul><ul><li>Develop best practice repository for each company </li></ul></ul><ul><li>Goals </li></ul><ul><li>Keep it simple. </li></ul><ul><li>Improve communications. </li></ul><ul><li>Streamline processes. </li></ul><ul><li>Ensure accountability. </li></ul><ul><li>Encourage feedback & suggestions. </li></ul><ul><li>Improve knowledge sharing. </li></ul><ul><li>Reinforce consistency & accuracy. </li></ul><ul><li>Improve resource management. </li></ul>
  28. 28. The Training Strategy… <ul><li>Training incorporated into on-boarding process </li></ul><ul><ul><li>Don’t give users the chance learn incorrect procedures </li></ul></ul><ul><ul><li>Vary training materials </li></ul></ul><ul><ul><ul><li>Salesforce online training </li></ul></ul></ul><ul><ul><ul><li>Custom best practices documents </li></ul></ul></ul><ul><ul><ul><li>Custom quiz to assess knowledge </li></ul></ul></ul><ul><li>One-on-one training delivery for all users </li></ul><ul><ul><li>Executives, 70 – SFA, reports/dashboards, quiz, best practice docs </li></ul></ul><ul><ul><li>Marketing, 10 – Marketing automation, project management </li></ul></ul><ul><ul><li>Implementation, Finance, Recruiting, 17 – Custom objects, opportunities </li></ul></ul>
  29. 29. … and Retraining Strategy <ul><li>No formal, company-wide retraining </li></ul><ul><ul><li>Retrain users individually </li></ul></ul><ul><ul><li>Maintains productivity and adoption levels by saving time/effort for users that are functioning correctly </li></ul></ul><ul><li>Create data quality dashboards to identify users in need of retraining </li></ul><ul><ul><li>Account: industry, mailing address, main phone, etc. </li></ul></ul><ul><ul><li>Contact: email address, mailing address, dept & title, salutation </li></ul></ul><ul><ul><li>Opportunity: amount, accurate close date (no past due opps), lead generator, etc. </li></ul></ul>What I hear, I forget. What I see, I remember. What I do, I understand. - Confucius
  30. 30. Maintain communication with users <ul><li> </li></ul><ul><li>“ Tip O’the Week” </li></ul><ul><ul><li>Sent out in company email newsletter on a weekly basis </li></ul></ul><ul><ul><li>Focus on making users’ lives easier </li></ul></ul><ul><ul><li>Increases adoption; users reap the benefits of additional information on demand </li></ul></ul><ul><li>SAMPLE TIP TOPICS </li></ul><ul><li>New fields : Industry Segment, Lead Generator, etc. </li></ul><ul><li>Utilization tips: How to create a new view in the opportunity record, creating a report on “My Opportunities,” etc. </li></ul><ul><li>Company practices: Opportunity naming conventions, selecting a Lead Generator, etc. </li></ul><ul><li>New functionality/updates to system </li></ul>
  31. 31. Administrator Focus Post Implementation <ul><li>Create a dynamic (re)training strategy </li></ul><ul><ul><li>Train new hires </li></ul></ul><ul><ul><li>Set up methods to identify users for retraining </li></ul></ul><ul><ul><li>Maintain communication with users </li></ul></ul><ul><li>Keep current with the business </li></ul><ul><ul><li>Maintain an open door policy for users </li></ul></ul><ul><ul><li>Research new offerings on the AppExchange </li></ul></ul><ul><ul><li>Share & discuss new updates with an admin group </li></ul></ul>
  32. 32. Users Have a Say In “Their Database” <ul><li>Open door policy for users </li></ul><ul><ul><li>Dedicated email address for questions or suggestions </li></ul></ul><ul><ul><li>Samples: </li></ul></ul><ul><ul><ul><li>“ Education” as a new industry </li></ul></ul></ul><ul><ul><ul><li>Integration with MS Solomon </li></ul></ul></ul><ul><ul><ul><li>New object: data analysis (implementation process) </li></ul></ul></ul><ul><li>End result & effects </li></ul><ul><ul><li>End user buy in </li></ul></ul><ul><ul><li>Increased user satisfaction </li></ul></ul><ul><ul><li>Improvements in organizational effectiveness based on system enhancements suggested by users </li></ul></ul>
  33. 33. Manage Ongoing Changes <ul><li>Admin group meets weekly to discuss suggestions </li></ul><ul><li>Closed loop feedback </li></ul><ul><ul><li>User(s) notified of implementation resulting in admin working directly with end user to design a solution </li></ul></ul><ul><ul><li>User(s) notified of reasons the suggestion would not be implemented </li></ul></ul><ul><ul><ul><li>Suggestion not in accordance with current business goals </li></ul></ul></ul><ul><ul><ul><li>Not enough need (benefits only one or few users) </li></ul></ul></ul><ul><ul><ul><li>No team buy-in or ownership </li></ul></ul></ul><ul><ul><ul><li>Lack of budget/resources </li></ul></ul></ul>
  34. 34. Use Resources When Needs Are Identified <ul><li>Stay current on AppExchange offerings </li></ul><ul><ul><li>When a new need is identified, you will be prepared with potential pre-packaged applications </li></ul></ul><ul><ul><li>If the exact application is not available, see if you can customize one </li></ul></ul><ul><ul><li>Sign up for RSS feed to send alerts via email </li></ul></ul><ul><li>Create a custom object if necessary </li></ul><ul><ul><li>Consult users throughout the implementation process </li></ul></ul><ul><ul><li>For questions consult resources: </li></ul></ul><ul><ul><ul><li>For example, code for Data Quality Score & Description on blogs (altered code to fit business needs) </li></ul></ul></ul><ul><ul><ul><li>Customer support </li></ul></ul></ul><ul><ul><ul><li>Forum message boards </li></ul></ul></ul>
  35. 35. LESSONS LEARNED <ul><li>Be flexible with your users </li></ul><ul><li>Routinely update and modify your training </li></ul><ul><li>Use your resources, both internal and external, to keep current with the business—you are not alone! </li></ul><ul><li>“ Pulling it all together” takes time and a TEAM mentality </li></ul><ul><li>&quot;Coming together is a beginning, staying together is progress, and working together is success.&quot; - Henry Ford </li></ul>
  36. 36. Phew! <ul><li>Introduction </li></ul><ul><li>Make it “Stick” with Sticks and Carrots </li></ul><ul><li>Establish Ownership & Accountability </li></ul><ul><li>Train, Train, and Retrain </li></ul><ul><li>Keep Up the Good Work…but Keep It Current </li></ul><ul><li>Avail Yourself of Resources </li></ul><ul><li>Questions & Answers </li></ul>
  37. 37. Comprehensive Resources <ul><li>Internal Resources </li></ul><ul><ul><li>Executives, mid-level managers for needs requirements </li></ul></ul><ul><ul><li>Project team, Power Users, Marketing department, etc. </li></ul></ul><ul><ul><li>Salesforce advocates / prior salesforce users </li></ul></ul><ul><li>Best Practice Website ( ) </li></ul><ul><ul><li>Training learning paths (new administrator through developer level) </li></ul></ul><ul><ul><li>Seasonal release information </li></ul></ul><ul><ul><li>CRM rollout guide that follows your deployment lifecycle </li></ul></ul><ul><ul><li>Connect on Demand </li></ul></ul><ul><li>Community Resources </li></ul><ul><ul><li>Local Users Groups (community driven, locally hosted) </li></ul></ul><ul><ul><li>Success On Demand Tours (local salesforce sponsored events) </li></ul></ul><ul><ul><li>Dreamforce Annual User & Developer Conference </li></ul></ul>
  38. 38. If You Enjoyed this Session, Check Out… Be sure to seek out other system administrators at the Birds of a Feather luncheon! Day Time Session Title Today 2:00 PM 0 to 60 in 45 Days: Implementation Best Practices Tuesday 12:45 PM Meet Salesforce, Your New Employee Tuesday 5:00 PM World Class Training Programs, Lessons from the Experts Wednesday 9:00 AM Easy Adoption, Making Salesforce a Rep’s Best Friend Wednesday 10:15 AM Instant Stardom, How to Build Executive Dashboards
  39. 39. Melinda Gonzalez Customer Success Manager Nicole Miller Sales & Marketing Operations Analyst Ken McCumber Director of Operations QUESTION & ANSWER SESSION TARGUSinfo Intrado Inc.
  40. 40. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) on the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 101, #### For example, “ Session 123, 5555 ” Session ID: 101 Session ID # Scores for 4 categories SMS Voting powered by: