Maximizing the Value of your Salesforce Cloud SolutionMaximizing the Value of your Salesforce Cloud SolutionBest practices for managing Salesforce CRM Cloud implementations (14.00 – 15.00 CET)

Åke Lind Director, Solution Engagements, Customers for Life Director, Solution Engagements, Customers for Life Nordics | Benelux | Emerging MarketsSalesforce.com

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Today’s topic: Maximizing the Value

Looking at Life after the implementation project...

- How is Salesforce.com different?

- Why is that important to me?

- What are other customers doing well?- What are other customers doing well?

- How do you set yourself up for success?

- What do we think about the future?

Salesforce Cloud Solutions are Different...

Faster Implementation 80% reduction in Development Effort

Shorter Time to Value ROI in 13 months

Continuous Innovation 3 major releases per year

Application Agility Citizen Developers, 72% increase in CRs impl.

Open Ecosystem Dev Edt, AppExchange, 1,728 Apps, 1,5M installsOpen Ecosystem Dev Edt, AppExchange, 1,728 Apps, 1,5M installs

Social Intelligence Customer Usage Patterns, Recommendations

... to both Implement and Maintain

... which can really boost your Business Case

Maximize the Value of your Solutions

Initial Value

Rollout Maintenance & Expansion

Usage Ramp

Roadmap

- How do you set yourself up for Success?

Recommendations, tips, and best practices for maximizing the business value for your organization

Thomas AdelgrenThomas Adelgren

Sr Principal, Customer Success Sr Principal, Customer Success Sr Principal, Customer Success

Nordics, Salesforce.com@tadelgren

Sr Principal, Customer Success

Nordics, Salesforce.com@tadelgren

Making Your Strategy Actionable

Executive sponsor -

Adoption

Vision & Strategy

sponsor -ship

Vision & StrategyWhat Exactly Do You Want to Achieve & How?

Turn left? Turn right?

How do we get there?How do we change the way we work?

“ If it’s not in Salesforce, it does not exist!”

Executive Sponsorship:Provide Direction and Lead by Example

Executive Sponsorship:2 Gold Star Examples

Adoption:Where the rubber meets the road

EnablementEnforcement

JourneyJourney

Adoption:Where the rubber meets the road

Three Key Tools:1) Objectives2) Communication2) Communication3) Training

Objectives:

Activity Description Owner Time Ops Metric

Create New Opportunity

New opportunity should be created when we have:• High level business challenges• Min 1 key stakeholder identified• Time frame

Sales rep Ongoing -# new oppties by stage/month- Av oppty cycle time

Opportunity Progress

Move opportunities through the sales process and update opportunity information as per sales process requirements*

Sales rep Ongoing -# key fields not updated- # fast track opportunities

Opportunity Management

All the Way to Usage Guidelines

opportunities

Bi-weekly Opportunity & Forecast Reviews (Mngr/rep)

Update all new information• Key progress since last update• Next steps• Oppty process info* • Update forecast numbers

Sales rep Wednesday every 2 weeks

- # forecasts not up-to-date

Closed Lost Review

For +200K opportunities. Document • Lost reason • Competitor• New contract renewal date

Sales rep Ongoing, Review in bi-weekly oppty/forecast meeting

- # lost reviews not completed

Bi-weekly team forecast

Forecast and submit team forecast Sales Manager Friday every 2 weeks

- # forecasts not up-to-date

* See Opportunity Process documentation for detailed description on required data by sales stage

Communication:Never too much communication

- Pre- During

- Post

Training:A day in a life of...

Exec

Higher management

First level management

Frontline

Meri KorhonenMeri Korhonen

Sr Cloud Success Technologist Sr Cloud Success Technologist Sr Cloud Success Technologist Nordics, Salesforce.comSr Cloud Success Technologist Nordics, Salesforce.com

ProcessHow does your system processes support your targets?

AutomationHow to ensure trusted data?

Technology Aligned for Your Strategy

and Trusted Data

How to ensure trusted data?

Maintenance How do you maintain and develop?

Driving Towards Your Business Objectives

Aligned, agile processes Automation

Realtime visibility Trusted data

Maintain and Expand – Where the Value is Realised

Local Admin Network

Local Admin Network

Center of ExcellenceCenter of

Excellence

Learning CenterLearning Center CommunityCommunity SupportSupport

Every Customer Gets a Standard Success Plan

Learning CenterLearning Center CommunityCommunity SupportSupport

Ask questions. Get answers.

Community resources

Help sites & Knowledge base

‘Getting Started’ Online Training

Online case submission

2 business day response

Nicholas WalkerCEO

Increase User Adoption & ROI with

Customer SuccessCustomer Success TrainingTraining SupportSupport

Prasad T. RaoDirector, IT

100+ online training coursesRole-based learning paths

Customizable training templates

Customer success resourcesBest practices

Release readiness programs

24x7 phone & online1-hour critical issue response

Premier developer support

John DurocherJohn Durocher

Senior Vice President, Senior Vice President, Senior Vice President,

Global Customer Management, CFL Salesforce.com

Senior Vice President,

Global Customer Management, CFL Salesforce.com