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Yes! You can have a successful Salesforce.com implementation that gains user adoption. You need to plan for success, though. This preso gives you tips on what you need to know *before* you begin.
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Tips for a successful Salesforce.com implementation
Managing change
Leadership Planning Communication
Leadership
"The task of the leader is to get his people from where they are to where
they have not been."Henry Kissinger
Salesforce is a multi-faceted automation solution
• CRM solution.– Sales and marketing automation.– Service and support management (customer
portal, call center, knowledge base).– Project management.– Contract management.– Content management.
• Force.com (custom applications)– Finance and admin.– Financial services.– HR.– Office productivity.– Partner Relationship Management.
Leadership
• Create cohesive vision for automation. • Passionate about need for change.• Promote value of change.• Lead by example.
Define your business imperative
…then you’re ready to consider which Salesforce.com solution(s)
will best meet your needs.
Once you understand your business strategy, imperative,
and goals…
Define your business strategy
• Customer lifecycle strategy.
• Partner strategy.• Product/services
development strategy.
• Other major business areas of focus.
Define metrics
• Understand how you will measure success and failure.
• What analytics do you need to engage in forward thinking and planning?
Build Salesforce Team
• Leaders: Management members who will define processes and requirements.– From every impacted functional area.
• Users: Members who will take point on championing their business use needs.
• Tactical: Business analysts and IT pros who will define and customize the solution.
• Trainers: Folks accelerating user adoption.
Planning“Organizing is what
you do before you do something, so that
when you do it, it is not all mixed up.” A. A. Milne
“Good fortune is what happens when
opportunity meets with planning.”
Thomas Alva Edison
Your Salesforce.com solution will only be as good as your defined business processes.
If your processes are ill-defined, then all Salesforce will do for you is help you do the wrong thing faster.
Define your business processes
Planning arenas
1. Business process definition.
2. Requirements definition and documentation.
3. Plan for organizational change.
Phased implementation
Consider big picture vision for solution….
…but plan for phased implementation.
Build strong User Experience documentation
• Partner with IT.– Departmental leaders “own” using
Salesforce.– IT “owns” implementation.
• Write detailed business requirments documentation– If prepared by consultant or internal IT, be sure that
business leader provides sufficient detail for a rich understanding of what the user experience needs to be.
• Write in plain English – Let IT translate into Requirements technospeak.
User Experience elements
– Business imperative and solution definition.
– Process definition (flow charts or other visuals are helpful).
– Licensing.– Data fields and
tabs.– User experience.
– Workflows (validations and triggers).
– Reports.– Expected
deliverables.– Milestones.– Metrics to be used
to evaluate project.
• Contents should include:
Communication
"Great leaders are almost always great simplifiers,
who can cut through argument, debate, and doubt to offer a solution
everybody can understand."
— General Colin Powell
All change is stressful –
even positive change.
Promote Salesforce benefits
Make benefits personal…
…even if the change is global.
Third-party solution
providers
What to look for in a Salesforce consultant
Business strategy/process knowledge – domain expertise in your functional area of interest.
Technical expertise. Defined design and implementation
process.– Requirements gathering and
definition.– Deliverables.– Communication process during
design/implementation.
Summary
Success factors
• Vision.• Commitment.• Planning.• Solution provider collaboration.• Communication.
– Between leadership and IT.– Between leadership and
employees.• Celebration!
About
24
I help companies ignite positive change by holistically fusing people,
process, and technology.
My diverse experience helps companies optimize customer relationships and marketing strategies, grounded in the ways real people relate and do
business with each other.
Kathy Herrmann
25
Centers of Excellence• Change management:
• Strategy design.• Process design & definition.• Business requirements definition and documentation.• Project management.• Social business adoption.
• Business intelligence:• Insightful meaning driven by data • analysis.• Data mining.• Business case development.
• Economic valuation (ROI):• Including social media ROI.
