1. Global Enterprise Best Practices – 7 Domains John Durocher, salesforce.com Steve Schlabs, salesforce.com Samantha Loveland, salesforce.com Best Practices: Global Enterprise
5. …. As a result a new approach is necessary! A new way of operating is needed to match the complexity of the programs that are being undertaken by organizations. “ Insanity is doing the same thing you’ve always done, and expecting different results.” “ If you always do what you always did, you’ll always get what you always got.”
8. What is your ability to Deliver Business Value? Leading Practicing Emerging Non-Existent Vision and Strategy Business Metrics Adoption Sponsorship and Governance Roadmap Processes Technology and Data Maturity Domains 0 1 2 3 4
9. Domain Development Approach Define Business Objectives Define CRM Strategies Define CRM Vision Prioritize and group Initiatives Develop the CRM Roadmap What are key business metrics to measure success? Assess impact on organization/ employees How will the CRM transformation impact the organization and employees? Identify key Business Metrics Domain #1 Strategy and Vision What are the business objects of the overall CRM effort? What should be the basis for deciding which initiatives are pursued first? What are the strategies to enable achievement of your CRM vision? What is the vision that will carry forward the CRM effort? Domain #2 Business Metrics Domain #3 Adoption Domain #5 Roadmap Define Processes Develop the Technology and Data strategy What processes will help achieve the CRM vision? Do they need to be re-designed? Domain #6 Process Domain #7 Technology and Data What technology and data strategies and architecture will support the CRM effort? How should the list of CRM related programs and initiatives be structured to produce maximum benefit? Develop the Center of Excellence Domain #4 Sponsorship and Governance What governance model will best support the CRM effort?
10. A sound vision and strategy forms the foundation of a focused program “ Almost every company that has benefited from a customer relationship management initiative has done so after developing a coherent CRM strategy” -Gartner
11.
12. Business metrics focus attention on key performance areas Cost Savings Benefit Cost Reduction Customer Retention Cost Avoidance Revenue Generation Customer Acquisition Grow Existing Customers Risk Mitigation Maintenance Risk Customer Profitability Regulatory Risk Brand Image Qualitative Qualitative Key Question What value is the Salesforce application providing? Customer Satisfaction User Satisfaction Satisfaction Qualitative Value Drivers
13.
14. The first step to a successful Adoption Program is to recognize that change is needed
18. Defining an integrated roadmap early on promotes focus on business goals Account Planning Rollout Forecast Pilot Forecast Analysis Business Value Metrics (Reporting and Dashboards) Lead and Opportunity Rollout Marketing Rollout FY08 FY07 Forecast Deployment Quote Analysis Quote Pilot Quote Deployment Mobile Pilot License Count 2000 2500 3000 4000 7000 FY09 Q1 FEB Q2 MAY JUN JUL AUG SEP OCT Q3 NOV DEC JAN Q4 Q1 FEB MAR APR NOV DEC JAN Q4
19.
20.
21.
22. Technology and data quality are key to driving successful adoption Mash-ups from AppExchange Native Desktop Connectors Integration Middleware Connectors Developer Toolkits Native ERP Connectors 2 3 4 5 1
23.
24. What is your ability to Deliver Business Value? Leading Practicing Emerging Non-Existent Vision and Strategy Business Metrics Adoption Sponsorship and Governance Roadmap Processes Technology and Data Maturity Domains 0 1 2 3 4
![Safe Harbor Statement ,[object Object],[object Object],[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)