Global Enterprise Best Practices – 7 Domains

John Durocher, salesforce.com

Steve Schlabs, salesforce.com

Samantha Loveland, salesforce.com

Best Practices: Global Enterprise

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John Durocher, salesforce.comVice President, Client Services Executive

Samantha Loveland, salesforce.comDirector, Client Services Executive

Steve Schlabs, salesforce.comVice President, Client Services Executive

On-Demand is Different!

Curent Project Future FutureF

un

cti

on

a li t

y

Future

4 – 6 Months 6 – 9 Months Monthly Monthly

Traditional CRM

Software

On-Demand Service

1. Iterative & rapid deployments

2. Business requirements met

3. Predictable, scalable, & reliable

4. Value realized early – quick wins

5. Adjustment to business climate

12 to 18 Months

1s t V

ersi

on

On-Demand Characteristics

…. 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.”

The On-Demand Standard for the Enterprise

~1,700 Subscribers~1,300 Subscribers

~2,800 Subscribers

~1,500 Subscribers

~6,700 Subscribers

~1,000 Subscribers

~4,200 Subscribers

~5,100 Subscribers

~2,000 Subscribers

~2,500 Subscribers~5,000 Subscribers

~25,000 Subscribers~15,000 Subscribers ~5,500 Subscribers

~1,800 Subscribers

~2,600 Subscribers~5,500 Subscribers

~1,800 Subscribers~1,600 Subscribers

~15,000 Subscribers

Our Experience has shown us that there are 7 key Domains for Success

Vision and StrategyVision and Strategy

RoadmapRoadmap

Adoption Adoption

Sponsorship

and Governance

Sponsorship

and Governance

Technology

and Data

Technology

and Data

Vision Business Strategy Technology Strategy

Business & Technology Objectives Customer Experience Segmentation & Channel Strategy

Implementation Principles Data Strategy Architecture and Integration

Security Environment Strategy

Roadmap/Delivery Plan Capabilities Value Map

Global Deployment Approach Product Roadmap

Organizational Readiness Stakeholder Involvement Organizational Design Measurement & Reward

Communication Training Continuous Improvement Support

Executive Sponsorship Accountability Center of Excellence

Principles Project Control Release Management

ProcessesProcesses

Align Process with Strategy Process Ownership and

Standardization

CRM Maturity Model Process Metrics Process Effectiveness Process Review

Business MetricsBusiness Metrics Business Performance Model Key Performance Indicators

Business Case Metrics Tracking

Domains Categories

What is your ability to Deliver Business Value?

LeadingPracticingEmergingNon-Existent

Vision and Strategy

Business Metrics

Adoption

Sponsorship and Governance

Roadmap

Processes

Technology and Data

Maturity

Do

mai

ns

0 1 2 3 4

Define Business Objectives

Define Business Objectives

Define CRM Strategies

Define CRM Strategies

Define CRM Vision

Define CRM Vision

Prioritize and group Initiatives

Prioritize and group Initiatives

Develop the CRM Roadmap

Develop the CRM Roadmap

What are key business metrics to measure success?

Assess impact on organization/

employees

Assess impact on organization/

employees

How will the CRM transformation impact the

organization and employees?

Domain Development Approach

Identify key Business Metrics

Identify key Business Metrics

Domain #1Strategy 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 #2Business Metrics

Domain #3Adoption

Domain #5Roadmap

Define Processes

Define Processes

Develop the Technology and

Data strategy

Develop the Technology and

Data strategy

What processes will help achieve the CRM vision? Do they need to be re-designed?

Domain #6Process

Domain #7Technology 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

Develop the Center of

Excellence

Domain #4Sponsorship and

Governance

What governance model will best support the CRM

effort?

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

“Almost every company that has benefited from a

customer relationship management initiative

has done so after developing a coherent

CRM strategy”

-GartnerSource: Europe Gartner end user survey. N=344, October 2004From “Predicts 2005: How CRM Will Help to Grow Revenue Again”, J an. 7, 2005.

0 50 100 150 200 250

Other

Reduce sales costs

Increase profit margins

opportunities

Increase sales revenues

Increase customer loyalty

Increase customer retention

Increase customer satisfaction

Enhance cross/up-sell

Acquire new customers

Reduce service costs

Increase profit per customer

Revenue Enhancement

Cost Reduction

Number of Responses

CustomerLoyalty &Satisfaction

0 50 100 150 200 250

Other

Reduce sales costs

Increase profit margins

opportunities

Increase sales revenues

Increase customer loyalty

Increase customer retention

Increase customer satisfaction

Enhance cross/up-sell

Acquire new customers

Reduce service costs

Increase profit per customer

Revenue Enhancement

Cost Reduction

Number of Responses

CustomerLoyalty &Satisfaction

Vision and Strategy Session

Speaker

Sprint Nextel Corporation

Date and Time

Monday 3:45 to 4:45 PM

Location

North 132

Business metrics focus attention on key performance areas

CostSavings

CostSavings

BenefitBenefit

Cost ReductionCost Reduction

Customer RetentionCustomer Retention

Cost AvoidanceCost Avoidance

RevenueGenerationRevenue

Generation

Customer AcquisitionCustomer Acquisition

Grow Existing CustomersGrow Existing Customers

RiskMitigation

RiskMitigation

Maintenance RiskMaintenance Risk

Customer ProfitabilityCustomer Profitability

Regulatory RiskRegulatory Risk

Brand ImageBrand Image

QualitativeQualitative

QualitativeQualitative

Key Question

What value is the Salesforce applicationproviding?

Customer SatisfactionCustomer Satisfaction

User SatisfactionUser Satisfaction

SatisfactionSatisfaction

QualitativeQualitative

Value Drivers

Business Metrics Session

Speakers

Accenture

Kaiser

Date and Time

Monday 5:00 to 6:00 PM

Location

North 132

The first step to a successful Adoption Program is to recognize that change is needed

Adoption Session

Speakers

Astra Tech AB

Date and Time

Tuesday 11:15 to 12:15 PM

Location

North 132

Governance forms the foundation of a well managed initiative

Sponsorship and Governance Session

Speakers

ADP

Salesforce.com – Feature Request Process

Date and Time

Tuesday 1:15 to 2:15 PM

Location

North 132

Defining an integrated roadmap early on promotes focus on business goals

Account Planning RolloutAccount Planning Rollout

Forecast Pilot Forecast Pilot Forecast AnalysisForecast Analysis

Business Value Metrics (Reporting and Dashboards)Business Value Metrics (Reporting and Dashboards)

Lead and Opportunity

Rollout

Lead and Opportunity

Rollout

Marketing Rollout

Marketing Rollout

FY08

Q2

MAY JUN JUL AUG SEP OCT

Q3

NOV DEC JAN

Q4Q1

FEB MAR APR

FY07

NOV DEC JAN

Q4

Forecast Deployment

Forecast Deployment

QuoteAnalysisQuote

AnalysisQuotePilot

QuotePilot

QuoteDeployment

QuoteDeployment

MobilePilot

MobilePilot

License Count 2000 2500 3000 4000 7000

FY09

Q1

FEB

Roadmap Session

Presenters

Computer Associates

Telecom New Zealand

Date and Time

Tuesday 2:30 to 3:30 PM

Location

North 132

Processes drive effectiveness and behaviour change

Business processes are becoming more important as customers' expectations are increasing and

there is a need to become focused on providing customer value

Dramatically lower costs

Much faster processes

Exceeding high quality

Less frustrated workers

Happier customers

Process Session

Presenters

Deloitte Consulting

Date and Time

Wednesday 11:30 to 12:30 PM

Location

North 132

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

1 2 3 4 5

Technology and Data Session

Speakers

Citrix Systems, Inc.

Wartsila

Date and Time

Wednesday 9:00 to 10:00 AM

Location

North 132

What is your ability to Deliver Business Value?

LeadingPracticingEmergingNon-Existent

Vision and Strategy

Business Metrics

Adoption

Sponsorship and Governance

Roadmap

Processes

Technology and Data

Maturity

Do

mai

ns

0 1 2 3 4

Domain Assessment Output

Sponsorship and Governance

Executive Sponsorship 1.67Accountability 1.50Center of Excellence 3.57Principles 3.25Project Control 4.00Release Management 4.00

Total for Sponsorship and Governance 3.00

Roadmap

Roadmap/Delivery Plan 3.20Capabilities Value Map 3.00Global Deployment Approach 3.67Product Roadmap 3.67

Roadmap 3.38

Process

Align Process with Strategy 3.00Process Ownership and Standardization 2.20CRM Process Maturity Model 1.50Process Metrics 2.33Process Effectivenes 1.67Process Review 1.00

Total for Process 1.95

Technology and Data

Implementation Principles 3.50Data Strategy 3.67Architecture and Integration 3.50Security 3.33Environment Strategy 4.00

Total for Technology and Data 3.60

Vision and Strategy

Vision 1.9Business Strategy 2.5Technology Strategy 3.5Business and Technology Objectives 1.8Customer Experience 3.0Segmentation and Channel Strategy 3.1

Total for Vision and Strategy 2.6

Business Metrics

Business Performance Model 1.67Key Performance Indicators 2.50Business Case 1.67Metrics Tracking 2.00

Total for Business Metrics 1.96

Adoption

Organizational Readiness 1.89Stakeholder Involvement 2.00Organizational Design 3.67Measurement & Reward 1.00Communication 3.00Training 3.22Continuous Improvement 2.50Support 3.25

Total for Adoption 2.57

Achieving Business Value

Award-Winning Ease of Use

Exactly the Right Information

Accessible Everywhere

Real-Time Visibility

Customized Dashboards

Easy of Administration

Ease of Administration

Flexibility

Customize & Integrate

100% ADOPTION

End Users

Managers IT & Admins

Customer Panel Session

Speakers

KONE

Dell

Sprint

Date and Time

Tuesday 3:45 to 4:45 PM

Location

North 132

Imagine it. Learn it. Use it.

How to apply what you’ve learned when you get home

• Vision and Strategy

• Business Metrics

• Adoption

• Sponsorship and Governance

• Roadmap

• Process

• Technology and Data

Global Enterprise Best Practices – Sessions at a Glance

Monday Tuesday Wednesday

Vision and Strategy

3:45 – 4:45 PM

Business Metrics

5:00 – 6:00 PM

Adoption

11:15 – 12:15 PM

Sponsorship and

Governance

1:15 – 2:15 PM

Roadmap

2:30 – 3:30 PM

Customer Panel

3:45 – 4:45 PM

Technology

9:00 – 10:00 AM

Process

11:30 – 12:30 PM

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Steve Schlabs

Vice President, Client Services Executive

John Durocher

Vice President, Client Services Executive

QUESTION & ANSWER SESSION

Samantha Loveland

Director, Client Services Executive