S O P007 Rosenbaum 091807
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Transcript of S O P007 Rosenbaum 091807
Mike Rosenbaum – Business Operations Amit Saxena – Business Operations Mike Fullmore – Business Operations Paul Hoade – Field Operations Michelle Mere – Customer Success ManagerJonathan Sol – Customer Success Manager
Best Practices for Salesforce Administration
Safe Harbor Statement
“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.
The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.
Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
Agenda
Background on our org
Best practices
Examples:
Account Industry
Salesforce Content
Customer Success Plans
The Salesforce.com Org
“The App”
“The 62 Org”
00D000000000062
Our default answer for organizing information at
salesforce.com
What We Do With salesforce.com
Marketing Automation
Order / Billing Management
Time Off Requests
Event Management
Document Management
Partner Relationship Management
Customer Support
Product Development (Scrum)
Sales Force Automation
IP Management
Volunteering
FulfillmentCustomer Sat.
2500 Employees
2500 Experts on salesforce.com
1.5M Contacts
1.4M Leads
1.4M Cases
400K Accounts
100K Reports (all run this year)
181 Custom Objects
109 Custom Tabs
26 Custom ApplicationsRecruiting Demoforce
Customer Success Plans
Challenges
Keeping up with demand
There is a lot you can do with the platform
Keeping up with the platform
Platform evolution forces evaluation of processes in
light of new functionality
You can no longer say “that can’t be done”
Best Practices
Embrace the potential
Constant process improvement
Continuous change cycles
Many small steps rather than large implementations
Delegated admin where possible
Cross functional team to review proposals and
guide design
Example – Industry Mapping
Challenge:
How to classify Accounts by a custom definition of
Industry?
Solution:
Define a mapping table of SIC to Industry
Define an Apex trigger to automatically update
Accounts based on SIC
Example – Sales Collateral
Challenge:
How to help overloaded reps find the right
sales materials from a huge set of content?
Solution:
Implement our new content management
product, which is more intuitive for reps
Customize fields to simplify finding
documents and facilitate periodic marketing
reviews
Jonathan Sol – Customer Success Manager
The Customer Success Plan Application
Salesforce.com
Customer Success Plan
The salesforce.com methodology for tracking the
goals and objectives for a customer
Challenges:
How to ensure well documented CSP’s for all key
Accounts
How to ensure CSP’s are finished in a timely manner
How to support analysis of CSP’s across
Salesforce.com
How to do anything using Word documents
Key Challenges, Cont.
Summary of Challenges
• Word document was lengthy and cumbersome
• Information wasn’t immediately available
• Inconsistent use of methodology
• Information wasn’t easily shared
• Nothing was actionable
The Solution – Use the App
• Build Customer Success Plans in Salesforce with custom objects• Goals• Recommendations• User Groupings• Success Team
• Put a team in place to design/configure and train• Data Quality and Usage• Formula fields• Workflow Rules• Dashboards
Results
What were the results?
• Clear measurement of what constitutes a complete
Customer Success Plan
• Management Visibility
• Accuracy
• Number of success plans has increased
• Sharing of information between peers
Customer Success Plan Demo
Panel Discussion
Questions and Answers
Session FeedbackLet us know how we’re doing!
Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories:
Overall rating of the session Quality of content Strength of presentation delivery Relevance of the session to your organization
We strive to improve, thank you for filling out our survey.
Additionally, please score each individual speaker on:Overall delivery of session
62 org Change Control
Leverage AppExchange
CAB
Request Tracking
Approval Management
RequestPrioritization
Communication
Release Management
Change Management
Mandatory
Optional
Change Control Category
Category 1 (Ad-hoc)
Picklist changes, add checkboxes, custom links to reports,
profile changes, access to objects, page layouts, custom
formula, custom fields, related lists, mass-updates, PRM minor
configuration, Validation rules, Workflow rules
Category 2 (Monthly Release)
Custom objects (applications), AppExchange applications, S-
control, Apex code, custom integration, PRM major
configuration, Data Sharing rules additions/changes, Record
Types (new process), Assignment rules, Approval Workflow,
Customer Portal
AppExchange Application on 62 Org
Access Hoovers
DreamFactory (DreamTeam, Carousel)
Jigsaw
Stratascope
QuickArrows
Comergent
ClickTools
BlueWolf