cloud journey: implementation success
TRANSCRIPT
Reseller/Partner EnablementCloud Journey Webinar Series
Implementation Success
Gil Shaham George Wycherley Post-Sales Enablement Success Engagement [email protected] [email protected]
Post Sales Track
▪ Cloud Journey is specifically available to our Salesforce Reseller Partner Community as an additional learning resource.
▪ Join these sessions to learn more about business with Salesforce and have an opportunity to hear best practices across key topics: Sales & Pre Sales, Post Sales and Customer Success.
Cloud Journey Webinar SeriesOngoing Enablement Series across the customer lifecyle
ACCESS: Registration Link
Guest Speaker: George Wycherley Success Engagement Senior Manager
Time at Salesforce:- 2.5 years- Daily discussions with customers and partners- Advising customers how to be successful- Member of several project steering groups
Previous Roles:- Professional Services Manager- Project Manager- CRM Consultant
Passionate About:- Soccer especially Man Utd
Today’s Agenda
• Success Roadblocks
• Success framework
• Gap Analysis
• Implementation Roadmap
• Methodology and project team
• Customer case study
• Questions and wrap-up
Top Roadblocks to Project Success
36%
41%
43%
44%
44%
46%
54%
65%
72%
82%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
IT Perspective not Integrated
Silos/No Horizontal Process View
No Organizational Change Plan
Scope Expansion / Uncertainty
Project Team Lacked Skills
Business Case not Compelling
Poor Project Management
Unrealistic Expectations
Inadequate Sponsorship
Resistance by Employees
Projects• Source: 2015 Benchmarking Partners
People-related issuesare noted in red
Success framework
Define Vision
Build Strategy
Identify Obstacles
Identify and Validate KPIs
Build Business Case
Define Sponsor Strategy
Select a Governance
Model
Generate Release Mgmt
Plan
Executive Sponsorship
Training & Comms.
Support & Change Mgmt
Define Key Processes
Identify Process Owners
Measure Process Effectiveness
Define Architecture & Integrations
Strategy
Build Implementation Framework
Define Data Mgmt Strategy
Prioritize Goals
Track Measures & Improve
Manager & End User Value
Design Environment Management
Processes
Change Control Processes
Map Capabilities
Define Current State
Review Product Roadmap
Plan Deployment Roadmap
Review and Improve
Processes
Vision & Strategy
Success Metrics Roadmap Sponsorship &
Governance Adoption Process Technology & Data
Steps to success
1 Executive Sponsorship§ Develop a clear vision & strategy§ Identify sponsors: ensure they have a plan to
communicate direction§ Leverage power users and champions to
influence others§ Establish a Steering Committee that meets
regularly
2 Prepare for Success§ Document your desired business process§ Ensure processes have owners§ Establish your key metrics § Develop a plan for ongoing data quality strategy§ Assign a project manager to coordinate your
resources
3 Follow Best Practices§ Stay native by minimizing custom code§ Concentrate on core functionality and not
corner cases§ Use a gap analysis approach§ Conduct weekly project meetings
4 Leverage Experts§ Use certified consultants§ Access the Salesforce community§ Take advantage of Help and Training§ Use Trailhead
Sample Gap analysis
TECHNOLOGY ENABLEMENT
Crawl Walk Run
Contacts, leads and opportunities
Data management
Analytics and Insights
Collaboration with Ecosystem
BUSI
NES
S IM
PACT
& V
ALU
E
eMailintegration
Integration with back office and legacy
systems
Connected Partnerships
Mobile Strategy and Platform
SalesForce Implementation: The Value Path
Crawl
Foundation
ü Blueprint use casesü Data cleansing and governance üDashboard and reports for account integrity ü eMail integration ü Call reporting ü Group enablement ü Relationship management ü Account notes ü Opportunity management ü Capture quote activity in the application ü Mobile out of the box ü Field level performance management ü Lead management and integration with
marketingü Change management & communication ü Monitor and measure
Walk
Optimization
ü Design and implement initial integration strategy with back office systems
üMarketing reporting and analytics ü Enhanced overall data management and
integration ü Continue Mobile Optimization ü Initial knowledge capture and management ü Enable enhanced collaboration across internal
teams ü Enhanced management and territory manager
dashboard / console views for key informationü Operational reports and dashboards ü Additional division roll outs ü Feedback loops on on crawl stage
functionality
Run
Innovation
ü Monitor and measure walk stage ü Map out advanced analytics and reporting
strategyü Increase mobile capabilities and overall
functionality ü Drive quoting process enhancements and
overall collaboration with customersü Marketing and campaign programs with
customers ü eCommerce integration ü Communities to enhance information sharing
with customers and field sales teams
Curent Project Future FutureFu
nctio
nality
Future
6-8 weeks 9-12 weeks Quarterly Quarterly
Traditional Software Cloud Computing
1. Iterative & rapid deployments2. Deliver value quickly, focus on business process &
change management3. Quickly respond to changing market forces
1. Long design, construct & testing cycles, launch takes months
2. Upgrade takes as long as initial implementation3. By deployment time, business needs have evolved
Agile delivery method - Rapid Time to Value
12 to 18 Months
1st Versio
n
Team Function and Make-Up Increased Effectiveness
– Typical joint team Size 5 to 10– Business Process Focus– Focused on End to End Solutions– Good Enough vs. Perfect Mentality– Resources Play Multiple Roles/Functions
Project team structure
Customer case study§ The Brief:
§ Large insurance company
§ Go-live date delayed many times
§ On Discovery: § Had become an IT project§ Big bang approach to implementation§ Poor communication with users§ Project manager weary
§ The Solution: § Phased approach to implementation§ Replaced project manager§ Engaged a change manager§ Result – successful launch of Sales in phase 1 with service and communities in later phases
Additional Resources
Additional ResourcesPartner Community: https://partners.salesforce.com/_ui/core/chatter/ui/ChatterPage
Reseller Partner Enablement Resources Page:http://go.pardot.com/l/232132/2016-09-28/765i
Success Community:https://success.salesforce.com/Success Community: Getting Started best practiceswww.salesforce.com/achievemore
Trailhead:https://trailhead.salesforce.com/
Thank you