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How to Drive a Large Scale Global Deployment   Phil Barker, SVP, Chief Adoption Officer Steve Schlabs, VP, Global Enterprise Accounts Sam Loveland, Director, Global Enterprise Accounts Track: Large Enterprise Deployments
Safe Harbor Statement ,[object Object],[object Object],[object Object],[object Object]
We’ve Had Great Teachers! ~4,500 Subscribers ~7,500 Subscribers ~5,000 Subscribers 3,900 Subscribers Enterprise Standard ~ 1,500 Subscribers ~ 5,000 Subscribers ~ 2,800  Subscribers ~ 6,700  Subscribers ~1,700 Subscribers ~ 5,200 Subscribers ~1,000 Subscribers
Implementing On-Demand is Different! Traditional Software On-Demand Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Components That Yield a Successful On-Demand Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CRM Business Web Strategies ,[object Object],[object Object],[object Object],[object Object]
What are your CRM business objectives? Source:   Europe Gartner end user survey. N=344, October 2004 From “Predicts 2005: How CRM Will Help to Grow Revenue Again”, Jan. 7, 2005. 0 50 100 150 200 250 Other Reduce sales costs Increase profit margins opportunities Increase sales revenues Increase customer loyalty Increase customer retention Increase customer satisfaction Enhance cross/up-sell Acquire new customers Reduce service costs Increase profit per customer Revenue  Enhancement Cost Reduction Number of Responses Customer Loyalty & Satisfaction
Sample of CRM Business Drivers… ,[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]
Desired Impact of Salesforce.com ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Revenue Cost Enhanced Time to Value Minimal infrastructure investment Capabilities Return
Sample Business Case Total Benefits in $$$ Sample Data
Components That Yield a Successful On-Demand Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Factors that drive implementation complexity Understanding deployment risks ,[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],[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],[object Object],[object Object],[object Object],[object Object]
On-Demand Release Process Enhanced time-to-value ,[object Object],[object Object],[object Object],[object Object]
Roadmap that Supports CRM Strategy High concurrency, incremental functional phases
Components That Yield a Successful On-Demand Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Operating Model – Center of Excellence the core team
Change Management:  Integration with Business Units Building a network of user champions, local ownership
Components That Yield a Successful On-Demand Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Data and Integration Strategy Defining use cases and associated business benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Data and Integration Strategy Confirm supporting technology components  ,[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]
Data and Integration Strategy Assigning a team leader ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Components That Yield a Successful On-Demand Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Adoption Strategy Adoption is not a random event ,[object Object],[object Object],Source:  Rogers Adoptions/Innovation curve 2.5% 13.5% 34% 34% 16%
Does One Size Fit All? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source:  Rogers Adoptions/Innovation curve 2.5% 13.5% 34% 34% 16%
How to Train? Appropriate medium, content and frequency ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source:  Rogers Adoptions/Innovation curve 2.5% 75 13.5% 405 34% 1,020 34% 1,020 16% 480
Components That Yield a Successful On-Demand Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Enterprise On-Demand Support & Maintenance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Enterprise Solutions for Support & Maintenance  ,[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],[object Object]
Support + Administration Structure & Process Option 1 – Centralize Application Management
Support + Administration Structure & Process Option 2 – Regionalize Application Management
Q&A
Session Feedback Let us know how we’re doing! ,[object Object],[object Object],[object Object],[object Object],[object Object],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 174, ####   For example, “ Session 123, 5555 ” Session ID:  174 Session ID # Scores for 4 categories SMS Voting powered by:

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How To Drive a Large Scale, Global Deployment

  • 1. How to Drive a Large Scale Global Deployment Phil Barker, SVP, Chief Adoption Officer Steve Schlabs, VP, Global Enterprise Accounts Sam Loveland, Director, Global Enterprise Accounts Track: Large Enterprise Deployments
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  • 3. We’ve Had Great Teachers! ~4,500 Subscribers ~7,500 Subscribers ~5,000 Subscribers 3,900 Subscribers Enterprise Standard ~ 1,500 Subscribers ~ 5,000 Subscribers ~ 2,800 Subscribers ~ 6,700 Subscribers ~1,700 Subscribers ~ 5,200 Subscribers ~1,000 Subscribers
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  • 7. What are your CRM business objectives? Source: Europe Gartner end user survey. N=344, October 2004 From “Predicts 2005: How CRM Will Help to Grow Revenue Again”, Jan. 7, 2005. 0 50 100 150 200 250 Other Reduce sales costs Increase profit margins opportunities Increase sales revenues Increase customer loyalty Increase customer retention Increase customer satisfaction Enhance cross/up-sell Acquire new customers Reduce service costs Increase profit per customer Revenue Enhancement Cost Reduction Number of Responses Customer Loyalty & Satisfaction
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  • 10. Sample Business Case Total Benefits in $$$ Sample Data
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  • 14. Roadmap that Supports CRM Strategy High concurrency, incremental functional phases
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  • 16. Operating Model – Center of Excellence the core team
  • 17. Change Management: Integration with Business Units Building a network of user champions, local ownership
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  • 29. Support + Administration Structure & Process Option 1 – Centralize Application Management
  • 30. Support + Administration Structure & Process Option 2 – Regionalize Application Management
  • 31. Q&A
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