Cloud Journey Post Sale Series

1. Reseller/Partner Enablement
Cloud Journey Webinar Series
Implementation Success
Gil Shaham George Wycherley
Post-Sales Enablement Success Engagement
gshaham@salesforce.com gwycherley@salesforce.com
Post Sales Track

2. ▪ Cloud Journey is specifically available
to our Salesforce Reseller Partner
Community as an additional learning
resource.
▪ Join these sessions to learn more
about business with Salesforce and
have an opportunity to hear best
practices across key topics: Sales &
Pre Sales, Post Sales and Customer
Success.
Cloud Journey Webinar Series
Ongoing Enablement Series across the customer lifecyle
ACCESS:
Registration Link

3. Guest Speaker: George Wycherley
Success Engagement Senior Manager
Time at Salesforce:
- 2.5 years
- Daily discussions with customers and partners
- Advising customers how to be successful
- Member of several project steering groups
Previous Roles:
- Professional Services Manager
- Project Manager
- CRM Consultant
Passionate About:
- Soccer especially Man Utd

4. Today’s Agenda
• Success Roadblocks
• Success framework
• Gap Analysis
• Implementation Roadmap
• Methodology and project team
• Customer case study
• Questions and wrap-up

5. Top Roadblocks to Project Success
36%
41%
43%
44%
44%
46%
54%
65%
72%
82%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
IT Perspective not Integrated
Silos/No Horizontal Process View
No Organizational Change Plan
Scope Expansion / Uncertainty
Project Team Lacked Skills
Business Case not Compelling
Poor Project Management
Unrealistic Expectations
Inadequate Sponsorship
Resistance by Employees
Projects
• Source: 2015 Benchmarking Partners
People-related issues
are noted in red

6. Success framework
Define Vision
Build Strategy
Identify
Obstacles
Identify and
Validate KPIs
Build Business
Case
Define Sponsor
Strategy
Select a
Governance
Model
Generate
Release Mgmt
Plan
Executive
Sponsorship
Training &
Comms.
Support &
Change Mgmt
Define Key
Processes
Identify Process
Owners
Measure Process
Effectiveness
Define Architecture
& Integrations
Strategy
Build Implementation
Framework
Define Data
Mgmt Strategy
Prioritize Goals
Track Measures
& Improve
Manager & End
User Value
Design Environment
Management
Processes
Change Control
Processes
Map Capabilities
Define Current
State
Review Product
Roadmap
Plan Deployment
Roadmap
Review and
Improve
Processes
Vision &
Strategy
Success
Metrics
Roadmap
Sponsorship &
Governance
Adoption Process
Technology &
Data

7. Steps to success
1
Executive Sponsorship
§ Develop a clear vision & strategy
§ Identify sponsors: ensure they have a plan to
communicate direction
§ Leverage power users and champions to
influence others
§ Establish a Steering Committee that meets
regularly
2 Prepare for Success
§ Document your desired business process
§ Ensure processes have owners
§ Establish your key metrics
§ Develop a plan for ongoing data quality strategy
§ Assign a project manager to coordinate your
resources
3 Follow Best Practices
§ Stay native by minimizing custom code
§ Concentrate on core functionality and not
corner cases
§ Use a gap analysis approach
§ Conduct weekly project meetings
4
Leverage Experts
§ Use certified consultants
§ Access the Salesforce community
§ Take advantage of Help and Training
§ Use Trailhead

8. Sample Gap analysis

9. TECHNOLOGYENABLEMENT
Crawl Walk Run
Contacts, leads and
opportunities
Data
management
Analytics and Insights
Collaboration with
Ecosystem
BUSINESSIMPACT&VALUE
eMail
integration
Integration with back
office and legacy
systems
Connected Partnerships
Mobile Strategy and
Platform
SalesForce Implementation: The Value Path

10. Crawl
Foundation
ü Blueprint use cases
ü Data cleansing and governance
üDashboard and reports for account integrity
ü eMail integration
ü Call reporting
ü Group enablement
ü Relationship management
ü Account notes
ü Opportunity management
ü Capture quote activity in the application
ü Mobile out of the box
ü Field level performance management
ü Lead management and integration with
marketing
ü Change management & communication
ü Monitor and measure
Walk
Optimization
ü Design and implement initial integration
strategy with back office systems
üMarketing reporting and analytics
ü Enhanced overall data management and
integration
ü Continue Mobile Optimization
ü Initial knowledge capture and management
ü Enable enhanced collaboration across internal
teams
ü Enhanced management and territory manager
dashboard / console views for key information
ü Operational reports and dashboards
ü Additional division roll outs
ü Feedback loops on on crawl stage
functionality
Run
Innovation
ü Monitor and measure walk stage
ü Map out advanced analytics and reporting
strategy
ü Increase mobile capabilities and overall
functionality
ü Drive quoting process enhancements and
overall collaboration with customers
ü Marketing and campaign programs with
customers
ü eCommerce integration
ü Communities to enhance information sharing
with customers and field sales teams

11. Curent
Project Future Future
Functionality
Future
6-8 weeks 9-12 weeks Quarterly Quarterly
Traditional Software Cloud Computing
1. Iterative & rapid deployments
2. Deliver value quickly, focus on business process &
change management
3. Quickly respond to changing market forces
1. Long design, construct & testing cycles, launch
takes months
2. Upgrade takes as long as initial implementation
3. By deployment time, business needs have evolved
Agile delivery method - Rapid Time to Value
12 to 18 Months
1st
Version

12. Team Function and Make-Up Increased Effectiveness
– Typical joint team Size 5 to 10
– Business Process Focus
– Focused on End to End Solutions
– Good Enough vs. Perfect Mentality
– Resources Play Multiple Roles/Functions
Project team structure

13. Customer case study
§ The Brief:
§ Large insurance company
§ Go-live date delayed many times
§ On Discovery:
§ Had become an IT project
§ Big bang approach to implementation
§ Poor communication with users
§ Project manager weary
§ The Solution:
§ Phased approach to implementation
§ Replaced project manager
§ Engaged a change manager
§ Result – successful launch of Sales in
phase 1 with service and communities in later
phases

14. Additional Resources

15. Additional Resources
​Partner Community:
​https://partners.salesforce.com/_ui/core/chatter/ui/ChatterPage
​Reseller Partner Enablement Resources Page:
​http://go.pardot.com/l/232132/2016-09-28/765i
​Success Community:
​https://success.salesforce.com/
​Success Community: Getting Started best practices
www.salesforce.com/achievemore
​Trailhead:
​https://trailhead.salesforce.com/

16. Thank you