Presentation of Marek Werulik, Johnson&Johnson at the TMT.CloudComputing'11 Warsaw conference organized in Warsaw, Poland on February 10th, 2011 by New Europe Events

1. Customer implementation
and use overview at
the world’s premier consumer
health company
Marek Werulik
Warsaw, 10th Feb 2011

2. Agenda
• Project goals & history
• How the goals were achieved
• The success of the business driven
project
• Lessons learned
• The future

3. 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

4. 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

5. Project history
• June 2008 – Oracle CRM on Demand has been
selected
• 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

6. How the goals were achieved
• Decision to Start Small and add the next
components in subsequent phases
• Start with the Sales Process and enhance the
application usability to engage other departments
• Sales representatives and Sales managers
• Marketing managers
• Training program coordinators
• Simultaneously implement markets along with
enhancing the application

7. How CRM is used
• Territory planning
• Managing the appointments with customers
• Pre call planning
• Post call analysis
• Medical professionals trainings management

8. Success of business driven project
• Only business drives the project
• All requirements come from the business
• IT only supports the tools and makes necessary
technical decisions
• Regular meetings with Key Users and selected top
management
• ensure the goals are achieved
• agree on solutions satisfying all parties

9. Lessons learned
• Global application hardly support local needs
• Virtual Team geographically spread over the
globe can’t cooperate easily
• Product expertise (CRM OD) is a key to spot
the problems early, mitigate risks and support
business needs in a best possible way
• Some things can’t be achieved at all

10. 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 force
effectiveness
• Optimize the customizations to increase the speed
of the application
• Transition to the support phase

11. Any Questions …?