Best Practices for Engaging with Salesforce.com for Enterprise

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					Best Practices for Engaging with
Salesforce.com for Enterprise Deployments
Track: Large Enterprise Deployments
Steve Schlabs, salesforce.com, Facilitator
Sue Goble, salesforce.com, VP Professional Service, EMEA
Raj Mistry, salesforce.com, Director GIS
Eric Kelleher, salesforce.com, VP Education Services
Karen Hennessy, Manager, Premier Support
Safe Harbor Statement
 “Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain
 forward-looking statements the achievement of which involves 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. 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 the integration of Sendia
 Corporation‟s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating
 Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or
 limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer
 and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our
 service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating
 results and rate of growth; 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 CRM service; unanticipated changes in our effective tax rate; fluctuations in
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 Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K,
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 Information section of our website at www.salesforce.com/investor.
 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 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, except as required by law.




                                                                                                                                       2
Objectives of this Session

1. Review a sample of proven best practices to build an enterprise
   implementation roadmap

2. Review high-level successful integration and data management strategies

3. Review best practices of how to drive adoption throughout your
   organization via comprehensive communication and training strategies

4. Review best practices on how to design and implement a support structure
   for a large enterprise deployment

5. How to best engage with salesforce.com‟s Professional Services




                                                                              3
The On-Demand Model is Different


   Traditional Software    On-Demand Utility




      Build Your Own       Plug In, Subscribe
                              Pay-per-use




                                                4
Implementing On-Demand is Different!


                Traditional Software                         On-Demand Service
  1st Version




                                             Functionality
                                                                Curent
                                                                                Future      Future    Future
                                                                Project

                      12 to 18 Months                         4 – 6 Months   6 – 9 Months   Monthly   Monthly

  1. RDD, tech spec, construct,
                test, launch; takes months   1. Iterative & rapid deployments

  2. At deployment, app does not             2. Focus on business process

                meet business needs                          & change management

  3. Low adoption - limited value            3. Delivering high-value to end

                to end users                                 users




                                                                                                                5
We’ve Had Great Teachers!



~6,700 Subscribers    ~7,500 Subscribers   ~5,000 Subscribers   ~5,200 Subscribers




 ~1,700 Subscribers   ~4,500 Subscribers    3,900 Subscribers   ~1,000 Subscribers




Enterprise Standard   ~5,000 Subscribers   ~1,500 Subscribers   ~2,800 Subscribers




                                                                                     6
Proven Components That Yield a Successful On-Demand
Solution

1.   Strategy/Business Drivers
2.   Operating Model
3.   On-Demand Roadmap
4.   Integration & Data Strategy
5.   Adoption Strategy
6.   Support Strategy




                                                      7
Sample of CRM Business Drivers…
            Unmanageable CRM Infrastructure
                1. Standardization of a single SFA application across all
                   business units
                2. Adaptability to growing and changing businesses
                3. Reduce the learning curve of sales associates and
                   professionals
                4. Leverage and cross-sharing of business unit and overall
                   knowledge
            Improve productivity
                1. Improve client management
                2. Improve call, pipeline, and forecast management
                3. Improve “team collaboration” on client relationships
                4. Creation of institutional knowledge of client relationships
                5. Creation of competitor intelligence

            Consolidated View of the Customer
                1. Consolidate on a single sales process and tool
                2. Improve Rep/Manager Productivity
                3. Improve Business Intelligence and reporting capabilities



                                                                                 8
Operating Model – Center of Excellence
the core team




                                         9
Roadmap that Supports CRM Strategy
High concurrency, incremental functional phases
                 FY06                                                    FY07
                  Q4                     Q1                   Q2                     Q3                Q4
           MAY   JUN    JUL      AUG     SEP   OCT      NOV   DEC   JAN     FEB     MAR    APR   MAY   JUN     JUL


   CRM
          Lead & Oppty Rollout

                         Territory Management
                                 Rollout

                              Forecast Analysis         Forecast Pilot              Forecast Deployments


                                       Quote Analysis                     Quote Deployments


                                           Global Account Planning Implementation & Deployments


                                                                                          Mobile Deployments

                                                Business Value Metrics



   PRM
                 PRM Proof of Concept

                                                                                  PRM Rollout




                                                                                                                     10
Summary of Key Points for Implementation
 Understand the key business goals and set targets
  for where you want to get to
 Measure your progress towards these targets
 The business needs to own and drive these
  implementations
 Sponsorship and governance is key – the plan
  needs to be owned at the highest levels
 Don‟t try and eat the elephant in one meal – plan
  your roadmap to achieve results step by step
  taking your users with you.


                                                      11
Objectives of this Session

1. Review a sample of proven best practices to build an enterprise
   implementation roadmap

2. Review high-level successful integration and data management strategies

3. Review best practices of how to drive adoption throughout your
   organization via comprehensive communication and training strategies

4. Review best practices on how to design and implement a support structure
   for a large enterprise deployment

5. How to best engage with salesforce.com‟s Professional Services




                                                                              12
Future of Integration

   Integration will be THE driver for application decisions
   On Demand integration will proliferate at a rapid rate – initially it
    may be the runtime components, then will transcend to the object
    repositories and development studios
   Time to value will decrease from months to weeks and days
   Composite applications will provide best of breed heterogeneous
    solutions in days and weeks – this will be the rave
   New platform providers will come out of the woodwork
   Design patterns, knowledge objects, and mapplets will be reused
    across companies, not providers
   Integration will NOT be the impediment to creating an amazing
    Customer Experience
   Data will transcend to Information which will transcend to
    Knowledge (today we are in the Data  Information phase)



                                                                            13
Sample Future Integration Strategy


        ETL              Data              EII                  USER




           Data                           EAI



  In this Strategy:
     ETL provides data consolidation, cleansing, and loading
     EAI provides the capability to manage updates across the
      distributed architecture, in a transactional manner
     EII provides the user a consolidated view of the data across
      disparate data sources (does not move the data)


                                                                       14
Delivering on the Promise of Integration


                   People
                AppExchange




                                  Data
        Process
      Integration             Information
                             Management



                                            15
Technology Services – Data Management
“20% of midsize businesses that have deployed CRM Software cite
   cleaning up their “dirty” customer data as one of the top three CRM
   priorities. Large companies have the same problem.”
– Gartner, 3 December 2004 “CRM Demands Data Cleansing”



 Migration: Profile, Extract, and Load from Legacy
  Applications
 Quality: Assessment, Cleansing, and Enrichment
 Strategy: Planning for ongoing Data Stewardship




                                                                         16
Technology Services – On Demand Integration Experts

Full Range of Integration Services

 Bulk Data Integration
    Lead Consolidation and Deduplication
    Customer Data Synchronization
    Product Master
    Data Warehousing

 Real-time Messaging and SOA
    Quote Generation
    Opportunity to Order / Order Management
    Computer Telephony Integration (CTI)



                                                      17
Technology Services – AppExchange Solutions
Replace Legacy Applications or Invent New Ones


 Rapid Modeling
 Enterprise Mashups
 Custom Controls
 Composite Applications




                                                 18
Objectives of this Session

1. Review a sample of proven best practices to build an enterprise
   implementation roadmap

2. Review high-level successful integration and data management strategies

3. Review best practices of how to drive adoption throughout your
   organization via comprehensive communication and training strategies

4. Review best practices on how to design and implement a support structure
   for a large enterprise deployment

5. How to best engage with salesforce.com‟s Professional Services




                                                                              19
Education Drives Adoption & ROI
Education Lessons Learned Through Large Deployments


1. Your experiences demonstrate that effective end-user, executive,
   and organizational education accelerates & maximizes your return

2. Deployment strategies vary from breadth-first to depth-first.

3. We recommend defining both a Launch Plan & a Lifetime
   Education Solution Plan

4. Emphasize Phased, Iterative, Multi-Touch Education Campaigns

5. AppExchange changes the landscape

6. Customized Education Plans combine standard courseware and
   courses developed specifically to your business processes


                                                                      20
Education Drives Adoption & ROI
Common Deployment Questions Answered Through Prescribed Education Plans



1. What Processes Are We Automating?
       • Who and what are the actors and tools in those processes?
       • How are we communicating the process change?
2.   What Features…? our process automation?
       • How are we maintaining
       • Manage change to Use in our Deployment?
       • are We Choosingto launch effectively & ensure quick adoption & ROI
       • are We Choosing Not to Use?
3.   What are the Personalized
       • Why?                             Benefits by Role?
       • How do I define & articulate “What‟s In It For Me” for each of my groups?
       • How can I empower my users to ensure Salesforce becomes a
4.   How Can We Maximize Our Innovation Potential?
         productivity tool to enable them to do their jobs, rather than having
         What the tool” apps should
       • “usingadditionalbe their job? I build on AppExchange Platform?
       • How do I go about doing that?
5.     • How can I avoid re-inventing for Governance?
     What are Best Practices the wheel & leverage community
       • Salesforce is a “living” technology.
         innovations from AppExchange?
       • How will we govern our ongoing usage? How will we assimilate upgrades?
         Expand to New User Groups? Deploy & Maintain New Apps?
                                                                                     21
Lifetime Education Solution Plans Customized For You
Your Education Solution Plan will draw from Salesforce.com’s Course Catalog

     Your Customized Education Solution Plan will include courses
    developed specifically around your business processes, and will
            also draw from our library of standard courses




                                                                              22
Education Solution Plans Need to Span All Dimensions
Multi-Phase Deployments Require Comprehensive Planning



              AppExchange Apps
                                              Application Modules
                               Countries


            Custom Apps                             Languages


              User Groups                                 Processes


                   Divisions          Lines of Business


                    Application Features


                                                                      23
 Education Architects Prescribe Lifetime Solution Plans
 Maximize Adoption & Return Via Role-Based Learning Tracks for Your Users


             Roles                             Phases of Usage

Power Users & Administrators        Prep     Go-Live    Driving   Governance
                                                       Adoption
Developers

Implementers

Sales

Executives

Marketing

Service & Support

Trainers


                                                                               24
 Education Architects Prescribe Lifetime Solution Plans
 Maximize Adoption & Return Via Role-Based Learning Tracks for Your Users


             Roles                             Phases of Usage

Power Users & Administrators        Prep     Go-Live    Driving   Governance
                                                       Adoption
Developers

Implementers               Education Solution Plan (Sample)

Sales

Executives

Marketing

Service & Support

Trainers


                                                                               25
 Education Architects Prescribe Lifetime Solution Plans
 Maximize Adoption & Return Via Role-Based Learning Tracks for Your Users


             Roles                             Phases of Usage

Power Users & Administrators        Prep     Go-Live    Driving   Governance
                                                       Adoption
Developers

Implementers               Education Solution Plan (Sample)

Sales

Executives

Marketing

Service & Support

Trainers


                                                                               26
 Education Architects Prescribe Lifetime Solution Plans
 Maximize Adoption & Return Via Role-Based Learning Tracks for Your Users


             Roles                             Phases of Usage

Power Users & Administrators        Prep     Go-Live    Driving   Governance
                                                       Adoption
Developers

Implementers               Education Solution Plan (Sample)

Sales

Executives

Marketing

Service & Support

Trainers


                                                                               27
 Education Architects Prescribe Lifetime Solution Plans
 Maximize Adoption & Return Via Role-Based Learning Tracks for Your Users


             Roles                             Phases of Usage

Power Users & Administrators        Prep     Go-Live    Driving   Governance
                                                       Adoption
Developers

Implementers               Education Solution Plan (Sample)

Sales

Executives

Marketing

Service & Support

Trainers


                                                                               28
Objectives of this Session

1. Review a sample of proven best practices to build an enterprise
   implementation roadmap

2. Review high-level successful integration and data management strategies

3. Review best practices of how to drive adoption throughout your
   organization via comprehensive communication and training strategies

4. Review best practices on how to design and implement a support structure
   for a large enterprise deployment

5. How to best engage with salesforce.com‟s Professional Services




                                                                              29
Enterprise On-Demand Support & Maintenance

On-demand provides for flexibility and ease in application
   customization, which promotes business group independence, but
   leads to unique support and maintenance challenges:


   1. How does an organization manage and prioritize change?
   2. How does an organization maintain a application consistency, yet allow
      for nimble customization and enhancement?
   3. How can business users benefit from application flexibility?
   4. How does an organization communicate application changes?
   5. How does an organization support a changing environment?




                                                                               30
Enterprise Solutions for Support & Maintenance
  Efficient support & maintenance is key to strong user adoption and
      satisfaction. An Enterprise organization must have a strategic plan in
      place for the key support processes below:

      1. Clear Change Management Processes
             Consistent feedback loop between users, support, and business stakeholders
             Clear change control expectations and timelines
             Regular „Release‟ cycles for enhancements
      2. Business Group Independence
             Global architecture and strategy
             Business unit participation in decision making and change management
             Regional or Business unit independence on division-specific enhancements
      3. Business User Feedback Loop
             Defined channel for feedback and incorporation into change management plans
             Closed loop communication and response
      4. Clear, Defined Communication Channels
             Between business stakeholders, configuration teams, and support teams
             Between project management & change management teams
      5. Clear Support Network and Escalation Channels
             Defined channel for application support for business process and technical issues
             Response commitments between support, administration, and business stakeholders
             Clear escalation channel for high priority issues


                                                                                                  31
Support + Administration Structure & Process

                                Salesforce Premier                                                                                         Salesforce Premier
                                     Support                                                                                                    Support




Enterprise Customer Corporate                      Enterprise Customer Corporate                                          Enterprise Customer Project Management Team
            Team                                        Center of Excellence
                                                                                                                                             - Corporate Owner
    - Corporate Sponsor / Owner                                                                                                             - Project Managers
                                                           - Corporate Help Desk                                                      - Technical / Integration Architect
         - Technical Director
                                                  - Support & Escalation for Business Unit
 - Implementation Project Manager
                                                                  Admins
         - Training Manager


                                                                                                     Customer Regional Leads                                           Enterprise Customer Help Desk
                                                                                             - Business Decision Makers by Country / Region                                 - Global Application Support Team
                              Business Unit Business
                                Owners / Admins

                                                                                                                                    Business                     Application
                                                                                                                    Change                                                          Integration
                                                                                                                                     Process                     Question /
                                                                                                                   Request?                                                           Issue?
                                                                                                                                    Question?                    Escalation?
                Application                                 Business
                                        Change
                Question /                                   Process
                                       Request?
                Escalation?                                 Question?




                                                                                                                                      Global User Community
                  Enterprise Customer User Community                                                                                   - Global User Community
                                  - Global Distribution                                                                              - Across 5 Regional Divisions
                              - Across 10 Business Units




Option 1 – Centralize Application Management                                                        Option 2 – Regionalize Application Management




                                                                                                                                                                                                                32
Objectives of this Session

1. Review a sample of proven best practices to build an enterprise
   implementation roadmap

2. Review high-level successful integration and data management strategies

3. Review best practices of how to drive adoption throughout your
   organization via comprehensive communication and training strategies

4. Review best practices on how to design and implement a support structure
   for a large enterprise deployment

5. How to best engage with salesforce.com‟s Professional Services




                                                                              33
We Have a Global Presence


                              Highlights

                            • 250+ consultants,
                              trainers, and
                              support resources

                            • Role-based
                              training tracks

                            • Follow-the-sun
                              support

                            • Working in
                              conjunction with
                              authorized
                              partners



                                                 34
Professional Services Leadership Team
   WW: John Freeland
   Regional PS Managers
      NA East: Mary Fratto Rowe
      NA Central: Mark Israelsen
      NA West: Iain Grant
      EMEA: Sue Goble

 Education:
      Eric Kelleher
 Support
      Krista Anderson
   Integration and Data Services
      WW: Cindy Warner
   Global Enterprise Accounts
      WW: Steve Schlabs



                                        35
Q&A




      36