Marek Werulik, Johnson&Johnson

Customer implementationand use overview at

the world’s premier consumer health company

Marek Werulik

Warsaw, 10th Feb 2011

Agenda

• Project goals & history

• How the goals were achieved

• The success of the business drivenproject

• Lessons learned

• The future

The Vision

That our CRM system becomes the SFE tool that gives all the information the SF needs, to deepen customer relationships and sell with knowledge of all the customer interactions with JJVC, to ensure customers recommend our products to more patients.

CRM Programme Vision

Project goals

• Single, 360 degrees, view of the customer

• Improved customer segmentation and targeting

• Better pre-call planning

• Offer a tool that’s easy to use, anytime, any place, anywhere…

• Unification of CRM tools used locally

Project history

• June 2008 – Oracle CRM on Demand has beenselected

• Life Sciences edition

• Project team formed:• Project management on the global level

• Development team in India, Singapore and Poland

• Regional teams devided geographically supporting local business needs

• 340 users from 33 countries are active• Target ~ 500 users

How the goals were achieved

• Decision to Start Small and add the nextcomponents in subsequent phases

• Start with the Sales Process and enhance theapplication usability to engage other departments

• Sales representatives and Sales managers

• Marketing managers

• Training program coordinators

• Simultaneously implement markets along withenhancing the application

How CRM is used

• Territory planning

• Managing the appointments with customers

• Pre call planning

• Post call analysis

• Medical professionals trainings management

Success of business driven project

• Only business drives the project

• All requirements come from the business

• IT only supports the tools and makes necessarytechnical decisions

• Regular meetings with Key Users and selected top management

• ensure the goals are achieved

• agree on solutions satisfying all parties

Lessons learned

• Global application hardly support local needs

• Virtual Team geographically spread over theglobe can’t cooperate easily

• Product expertise (CRM OD) is a key to spot the problems early, mitigate risks and supportbusiness needs in a best possible way

• Some things can’t be achieved at all

The future

• 2011 and beyond – successfully migrate SFDC markets and complete all countries implementation

• Increase the user adoption level

• Enhance the application to measure sales forceeffectiveness

• Optimize the customizations to increase the speedof the application

• Transition to the support phase

Any Questions …?