df2ufl 2012: planning matters: implementation and beyond
Post on 18-Nov-2014
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Implementation & Beyond Planning Matters
(the first time & every single time
after that)
Orlando User Group Leader
Saleforce.com MVP
[Nerd]
Jennifer Phillips @CRMjen
Slide Body Text
Planning Small
Translation
Scalable
Measurable
Mapping Success
Strategy development
System design
Software implementation Technology
deployment
Integration
Communications planning
Program design Program execution Measurement and improvement
Program development
Refinement and administration
CRM Team
Business Unit
Vision
Rules
Bravery
DREAM
WHO?
Who has the need?
Who can toe the line?
Who really knows what’s
going on (SMEs)
WHAT?
Broken Process?
New Process?
Pilot*?
Collaboration? WHY?
Expectations
Measurability
Risk
Paul Greenberg
Program. NOT Project
Culture shock
Step Beyond Data-Driven
Strategy supported by technology
Initiative of Change
Focus on building relationships & satisfaction
Encourages involvement & education
DREAM
Paul Greenberg
Program. NOT Project
Culture shock
Step Beyond Data-Driven
Strategy supported by technology
Initiative of Change
Focus on building relationships & satisfaction
Encourages involvement & education
DREAM
BUILD
Strategy development
System design
Software implementation
Technology deployment
Integration
Communications planning
Program design Program execution
Measurement and improvement
Program development
Refinement and administration
CRM Team
Business Unit
BUILD
Universal Truths
You. Can’t. Have. All. Three.
More Focus = Clearer Picture
Sponsorship
Pick two.
REQUIRED!
You can’t automate your way out of a bad process.
BUILD
LISTEN & DEFINE
Current Systems
Capabilities
Service Agreements
Processes
Pain Points
EXPLORE
Other Systems
Integration Opportunities
Duplication of efforts, data
Bonus Points for low hanging fruit!
BUILD
RESTATE & REFINE
Need
Process
Risk
Deliver complete (concise) vision
DEFINE
Team
Scope
Expectations
Holistic ‘WHAT’
Why is this stuff important?
Quality of the Solution
RIGHT people are invested
Reduced risk
Communications
Cheaper.
Communicate. Communicate.
Communicate.
Progress
Delivered Over & Above [TRUMPET from the mountaintops]
Roadblocks
Salesforce.com Helpful
Help & Training:
Salesforce.com Getting Started Portal
Getting Started Workbook
5 Steps to a Successful Implementation
The AppExchange
CRM-Centric
CRM at the Speed of Light
http://www.destinationcrm.com/
BUILD
TEST, TRAIN, DEPLOY
Strategy development
System design
Software implementation
Technology deployment
Integration
Communications planning
Program design Program execution
Measurement and improvement
Program development
Refinement and administration
CRM Team
Business Unit
Demo
DOCUMENT
UAT
Training
Best Practices
WIIFM
Management Tactics
Support
Feedback Channel
Change Management
TEST, TRAIN, DEPLOY
SUPPORT & MEASURE
Monitor
Designed as defined?
Next Steps (Future Features, Found
Opportunities)
Post-Mortem
Lessons Learned
Champion
SMEs
Detractors
SUPPORT & MEASURE
How did WE Do?
If no mistake have you made, yet losing you
are…a different game you should play.
Crazy happens.
Define your process, diligently work to execute within it, and understand that you can’t control external forces.
You CAN control your reaction to those forces.
Thank YOU!
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