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Domain 5: Roadmap Debbie Kuklis, salesforce.com Quentin Christie, Telecom New Zealand Joe Renz, CA Global Enterprise Best Practices
Safe Harbor Statement ,[object Object],[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object]
Debbie Kuklis Principal Consultant, Global Services salesforce.com [email_address]
Why create a Roadmap? ,[object Object],[object Object],[object Object],[object Object]
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?
The capabilities can be prioritized and grouped to provide maximum benefit ,[object Object],[object Object],[object Object],Deploy limited set of functionality initially, but to all (most) geographies/business units.  Subsequent capabilities are added on in future releases  Deploy more functionality but to single geography/business unit.  Subsequent releases are to roll out similar capabilities to additional geographies/business units Breadth Depth
Roadmap Example - Depth Opportunity Mgmt Phase 1 Mobility Team Selling Activity Management ,[object Object],[object Object],Account Management Lead Management Opportunity and Pipeline Mgmt Phase 2 PRM Proof of Concept Account Planning Advanced Metrics/Reporting Territory Management Forecasting Analysis Phase 3 Forecasting Deployment PRM Pilot Opportunity to Quote Finance Integration Business Unit #1 License Count: 250 License Count: 4000 Marketing and Campaign Automation Business Unit #2,3,4 License Count: 2000 Business Unit - Remaining License Count: 4000 Marketing Integration – Web to Lead Customer Service and Support
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
Influencing Factors ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How to make your Roadmap successful! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Telecom New Zealand’s Road to Success Quentin Christie, CRM Manager
 
 
 
 
 
 
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
Telecom NZ – Breadth or Depth?
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
 
 
 
 
 
CA’s Road to Success Celia Gillen, CA Ken Jakobsen, CA Joe Renz, CA
Joe Renz Vice President Worldwide Sales Operations CA [email_address]
All About CA ,[object Object],[object Object],[object Object],[object Object],[object Object],CA, Inc. (NYSE: CA), one of the world's largest management software companies, delivers software and services across operations, security, storage, life cycle and service management to optimize the performance, reliability and efficiency of enterprise IT environments. CA is headquartered in Islandia, NY, USA.
Our global challenge: lack of “one source of the truth” SAP & Spreadsheet Homegrown Homegrown Homegrown
[object Object],[object Object],[object Object],[object Object],And our 4 ways to solve it with Salesforce ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
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
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
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
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
Did we select the right road then?
The results were immediate and clear ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Imagine it.  Learn it.  Use it. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Session Feedback Let us know how we’re doing! ,[object Object],[object Object],[object Object],[object Object],[object Object],We strive to improve, t hank you for filling out our survey. ,[object Object],[object Object]
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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B P G006 Kuklis 091807

  • 1. Domain 5: Roadmap Debbie Kuklis, salesforce.com Quentin Christie, Telecom New Zealand Joe Renz, CA Global Enterprise Best Practices
  • 2.
  • 3.
  • 4. Debbie Kuklis Principal Consultant, Global Services salesforce.com [email_address]
  • 5.
  • 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?
  • 7.
  • 8.
  • 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
  • 10.
  • 11.
  • 12. Telecom New Zealand’s Road to Success Quentin Christie, CRM Manager
  • 13.  
  • 14.  
  • 15.  
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  • 18.  
  • 19.
  • 20.
  • 21. Telecom NZ – Breadth or Depth?
  • 22.
  • 23.
  • 24.
  • 25.
  • 26.  
  • 27.  
  • 28.  
  • 29.  
  • 30.  
  • 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]
  • 33.
  • 34. Our global challenge: lack of “one source of the truth” SAP & Spreadsheet Homegrown Homegrown Homegrown
  • 35.
  • 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
  • 40. Did we select the right road then?
  • 41.
  • 42.
  • 43.
  • 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