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!