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Let’s Get It Started! Kirti Patel: salesforce.com Liz Horrex: CareFusion Jay Sanborn: Pomeroy IT Solutions Administrators

Let's Get It Started!

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Thinking about deploying Salesforce? Or has your organization purchased licenses, but you're not sure where to begin? We've got the answers you need. Join us to learn how to develop a plan for rolling out Salesforce to your organization. We'll give you several key tenants you should consider as you embark on a deployment strategy.

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Page 1: Let's Get It Started!

Let’s Get It Started!

Kirti Patel: salesforce.comLiz Horrex: CareFusionJay Sanborn: Pomeroy IT Solutions

Administrators

Page 2: Let's Get It Started!

Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year ended January 31, 2010. This documents and others are available on the SEC Filings section of the Investor Information section of our Web site.

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Page 3: Let's Get It Started!

Agenda

Developing your Strategy

Bingo Game

10 Steps to get you Started

Page 4: Let's Get It Started!

Why develop a Strategy?

1 Cup Executive Sponsor

2/3 ½ Cup Roadmap

Communication

1 Tablespoon Initial

Messaging

1 Tablespoon Training

2 Teaspoons Implementation

Help

Salt/Pepper to taste

Page 5: Let's Get It Started!

CRM Salesforce

Training Roadmap

Executive Sponsor

Saasy

Chatty

ChatterApp-Exhange

Sales Cloud

Service Cloud

Platform

Force.com

Partners Admin Customers Reports Dash-boards

Success

JigsawImplement SaaSCustomCloudSupport

Bingo Word

Rules:

Look out for bingo

word in top right

corner

Mark 5 in a row

down or across

Raise your hand

when you have a

bingo

Win prizes!

Page 6: Let's Get It Started!

Our Speakers

Liz Horrex, Director of Sales Tools at CareFusion– 830 Unlimited Edition licenses with 9 business units

– Healthcare industry

– Customer since 2009

– Leveraged Salesforce Professional Services

Jay Sanborn, Director of Sales Ops at Pomeroy IT Solutions– 152 Enterprise Edition

– Technology (Products & Services) industry

– Customer since 2008

– Leveraged a local consulting partner

Page 7: Let's Get It Started!

Step #1: Messaging

Let people know what’s coming – Create Excitement!

Leverage the salesforce.com name and logo– Many people have used or heard of salesforce.com

Add Credibility– Customer stories on Salesforce TV & Community site

Keep the message simple– Remember the WIIFMs (what’s in it for me)

Company events and meetings– Sales Meetings (regional and national)

Bingo: Messaging

Page 8: Let's Get It Started!

Step #2: Plan & Prepare

Create the Project Team

Bingo: Executive Sponsor

Executive Steering Committee

Project ManagementExecutive Sponsor Admin Project Manager Partner

IT-Technical Lead

-Developer

Partner Management-Process Owner

Services-Process Owner

Sales-Process Owner

-Sales Reps

Finance-Process Owner

Page 9: Let's Get It Started!

Step #2: Plan & Prepare

Get the business units involved– Establish that the Salesforce.com project IS NOT an IT Project

– Accountability for project success with business unit and

executive sponsor

Communicate project to the company with the

anticipated benefits (WIIFM)– Must be delivered by Executive Sponsor

– 100% compliance will be required

Bingo: Executive Sponsor

Page 10: Let's Get It Started!

Step #3: Gather Requirements

Review and document your current Sales Methodology

Conduct high-level requirements gathering with project

team

Bingo: Process

Page 11: Let's Get It Started!

Step #4: Hire Implementation Help

First define scope, budget & objectives for

implementation

Identify implementation partners

Salesforce Professional Services

Bingo: Implement

Page 12: Let's Get It Started!

Step #5: Communicate Roadmap

Stick to the defined requirements– Watch out for “scope creep”

Communication is key– Speak weekly with your user group &

project team

– Status reports to your executive team

Utilize a WebEx tool– Promotes effective design sessions

Involve management as “Change Leaders”

Bingo: Roadmap

Page 13: Let's Get It Started!

Step #6: Data Analysis

Identify Customer master and related system– Customer master is the system of record for customer

information

– Related systems and interdependent keys

– Create file extracts for all systems

Create database (i.e. Access) to store all customer info

Bingo: Jigsaw

Page 14: Let's Get It Started!

Step #6: Data Analysis

Scrub the Data– Eliminate obsolete accounts and related information

– Eliminate redundant data (duplicate fields)

– Validate the data• Utilize Jigsaw, D&B or Hoovers off the AppExchange

Learn and test the Apex Data Loader!

Bingo: Jigsaw

Page 15: Let's Get It Started!

Step #7: Training

Keep initial training within reason– Focus on 3-4 key objects

– Leverage Salesforce Training team

Pre-training– Use recorded Salesforce navigation trainings in Help & Training

– System tracks who took training

Methods– Live, instructor led is best but expensive

– WebEx is very effective

Bingo: Training

Page 16: Let's Get It Started!

Step #7: Training

Manager Participation– Manager required to be on the training call

Make it interactive & short– Trainer demonstrates

– Hand over control to several sales reps to demo

– Create “tracking reports” to ensure attendees are participating

– No more than 2 hours long

Bingo: Training

Page 17: Let's Get It Started!

Step #7: Training

Post Go Live– Monday & Friday Open Q&A sessions (1 hour)

– National Sales Meeting breakout session(s)

– Offer training to Regional Managers based on their needs

Bingo: Training

Page 18: Let's Get It Started!

Step #8: Expand & Extend

While performing analysis, scan the AppExchange for

tools that can enhance your business processes

Look out for Salesforce Labs & Aloha apps

~100 new apps added in 2010

Bingo: AppExchange

Page 19: Let's Get It Started!

Step #8: Expand & Extend

Desktop Integrator– Outlook, Notes and Microsoft Office

– Chatter Desktop

Salesforce.com Mobile & Mobile Lite

Google– Google Talk

– Find Nearby App with Google Maps

– Google Docs

Bingo: AppExchange

Page 20: Let's Get It Started!

Step #9: Post-Deployment Tasks

Data management strategy– Ensures clean data

– Create weekly exception reports to highlight bad data

– Assign a weekly exercise to clean a specific piece of data

– Provide training courses online and in person

– Collaborate with HR to create policies & course of action

Additional reporting capabilities via Excel

Providing ongoing support to end users

Bingo: Data Quality

Page 21: Let's Get It Started!

Step #10: Change & Release Management

Keep your system up to date with your changing

business needs

New functionality added at least 3x a year

Salesforce new products – Chatter, Content, Mobile

Bingo: Chatter

Page 22: Let's Get It Started!

Step #11: Do More in the Cloud

Entire organization can benefit from custom

applications – HR, Project Management, Recruiting

1 free app with 100 licenses

Apex & Visualforce classes available through

Salesforce Training

Attend developer sessions at Dreamforce– Conquer Force.com

– Hands-On: Introduction to Force.com Code (Apex) for Non-

Developers

Bingo: Force.com

Page 23: Let's Get It Started!

Your Homework

#1 Messaging

#2 Plan & Prepare

#3 Gather Requirements

#4 Hire Implementation

Help

#5 Communicate

Roadmap

#6 Data Analysis

#7 Training

#8 Expand & Extend

#9 Post Deployment Tasks

#10 Change/Release

Management

#11 Do More in the Cloud

Bingo: Homework

Page 24: Let's Get It Started!

Q & A

Page 25: Let's Get It Started!

D I S C O V E R

Visit Customer Success Team at Campground

Discover

Training

Learning Paths

Experience

Product

Demos

Learn about Customer

Resources

the products, services and resources

Meet Success Experts

S U C C E S S

Find us at the Customer Success Team area of Salesforce.com Campground at Moscone North

Learn about how to win prizes including 10 iPads & more!

that help you achieve

Page 26: Let's Get It Started!

Let’s Get It Started!

Page 27: Let's Get It Started!

How Could Dreamforce Be Better? Tell Us!

Log in to the Dreamforce app to submit

surveys for the sessions you attendedUse the

Dreamforce Mobile app to submit

surveysEvery session survey you submit is

a chance to win an iPod nano!

OR