Tips for a successful Salesforce.com implementation
Tips for a successful
Leadership Planning Communication
"The task of the
leader is to get his
people from where
they are to where
they have not been."
Salesforce is a multi-faceted automation
• CRM solution.
– Sales and marketing automation.
– Service and support management (customer
portal, call center, knowledge base).
– Project management.
– Contract management.
– Content management.
• Force.com (custom applications)
– Finance and admin.
– Financial services.
– Office productivity.
– Partner Relationship Management.
• Create cohesive vision for automation.
• Passionate about need for change.
• Promote value of change.
• Lead by example.
Define your business imperative
…then you’re ready to consider
which Salesforce.com solution(s) will
best meet your needs.
Once you understand your business
strategy, imperative, and goals…
Define your business
• Customer lifecycle
• Partner strategy.
• Other major
business areas of
• Understand how you will measure success
• What analytics do you need to engage in
forward thinking and planning?
Build Salesforce Team
• Leaders: Management members who will
define processes and requirements.
– From every impacted functional area.
• Users: Members who will take point on
championing their business use needs.
• Tactical: Business analysts and IT pros
who will define and customize the solution.
• Trainers: Folks accelerating user
“Organizing is what
you do before you do
something, so that
when you do it, it is not
all mixed up.”
A. A. Milne
“Good fortune is what
opportunity meets with
Thomas Alva Edison
Your Salesforce.com solution will only be as good
as your defined business processes.
If your processes are ill-defined, then all Salesforce
will do for you is help you do the wrong thing faster.
3. Plan for
Consider big picture vision for solution….
…but plan for phased implementation.
Build strong User
• Partner with IT.
– Departmental leaders “own” using
– IT “owns” implementation.
• Write detailed business requirments documentation
– If prepared by consultant or internal IT, be sure that
business leader provides sufficient detail for a rich
understanding of what the user experience needs to
• Write in plain English – Let IT translate into Requirements
User Experience elements
– Business imperative
– Process definition
(flow charts or other
visuals are helpful).
– Data fields and
– User experience.
– Metrics to be used
to evaluate project.
• Contents should include:
"Great leaders are almost
always great simplifiers,
who can cut through
argument, debate, and
doubt to offer a solution
— General Colin Powell
All change is stressful –
even positive change.
…even if the
change is global.
What to look for in a Salesforce consultant
Business strategy/process knowledge
– domain expertise in your functional
area of interest.
Defined design and implementation
– Requirements gathering and
– Communication process during