Managing Change Without Losing Focus on Delivery
•Download as PPTX, PDF•
0 likes•2,336 views
Salesforce World Tour London Admin Theater Presentation—Amanda Beard—Neilson
Recommended
Recommended
More Related Content
More from Salesforce Admins
More from Salesforce Admins (20)
Recently uploaded
Recently uploaded (20)
Managing Change Without Losing Focus on Delivery
- 1. Managing Change Without Losing Focus on Delivery Amandabn1@gmail.com @Amandabn1 Amanda Beard-Neilson, Director
- 2. Amanda Beard-Neilson Diary of a Saasy Girl - https://saasyabn.blogspot.com
- 3. • The need for digital transformation • Impact of change • Successful implementation tools • Positive results Agenda
- 4. • Disparate legacy systems • No defined process • Multiple customer journey touch points • No data management policy Why companies need digital transformation
- 5. • Knowledge stored in brains / spreadsheets / emails • Data not shared • Risk “What is the truth about your customer relationships?” Perceived power to individual departments
- 6. • Who is your customer? • What are they interested in? • What are their account / personal goals? • Are you giving them the best service? Does the business know their customer?
- 7. • Identify your customer • Engagement level with your brand • Products purchased • Account / personal goals • Track touch points – emails, activities, meetings, cases • Marketing event opportunities • Monitor their social interactions Benefits of technology
- 8. How do you implement a technical solution without alienating your people?
- 9. The Kübler-Ross Change Curve
- 10. • Challenge the need for technology • Question the value of the solution • Concern over job changes • Ownership of the customer • Big brother perception • Power shift from department to the whole business Emotional response to change – fear, anger, insecurity
- 11. • Identify the potential conflicts • Recognise your own bias • Mitigate the issues • Engage all stakeholders How to manage the transition
- 14. Communication
- 15. Control
- 16. Core
- 17. Cake
- 18. UI is like a joke. If you need to explain it, then its no good
- 19. • Design the system with the user in mind • Accessible fields on page layouts • Consider carefully the use of required fields • What processes can be automated • Embrace Apps to enable data flow • Email and calendar syncs • CTI integration • Meeting preparation management Make it easy
- 20. • Explain the ‘why’ of the project • Highlight the features • Embrace the ‘WIIFM’ – promote the benefits • Support with training and top-up sessions • Identify the power users • Collaboration Adoption of the solution
- 21. • Visibility of all accounts • 360 view of each customer • All information in one place • Efficient use of time • Support from other business units • Performance measured Benefits to the department
- 22. • Know your customer • Manage lead generation • Track your business performance • Identify your top selling products • Forecast your success Benefits to the business
- 23. • Maintained human connections • Tailored products / services • Clear account / personal goals • Personal service • Overall improved experience • Trust in the business Benefits to the customer
- 24. Its only by taking everyone on the journey together that makes change successful
- 25. Resources • Trailhead – Trailmix – Managing Change • https://sforce.co/2HaFrwj • Books • Start with Why – Simon Sinek • Dare to Lead – Brené Brown • Change Management – Jeffery M. Hiatt & Timothy J. Creasey • Data Driven – Jenny Dearborn • Blog – Diary of a Saasy Girl • https://saasyabn.blogspot.com