Salesforce CRM 7 domains of Success

Success Planning Methodology Blueprint and 7 Domains of Success

7 Domains of Success: Realizing your vision

Technology

& Data

Processes

Sponsorship

& Governance Adoption

Business

Measures

Vision and

Strategy

Roadmap

We start by building your Success Blueprint

Technology

& Data

Process

Automation

Governance Adoption

Success Metrics Vision and

Strategy

Roadmap

Red Yellow Green

No Infrastructure

or Process

Partial Infrastructure

In Place

Infrastructure and

Process In Place

What is a Success Blueprint?

The key outputs are:

A Blueprint illustrates the recommended journey for

how you can achieve your business objectives by

driving value through deployment and adoption of

salesforce.com.

Definition of

your Vision,

including a

prioritized list of

top business

goals and key

success metrics

A customized

Solution Map

detailing how

salesforce.com

aligns with

your business

and technical

environment

A strategic

Roadmap of

salesforce.com

capabilities

aligned with

your business

goals

An Action Plan

that

defines the first

steps

A blueprint guides you to success

Success on your terms

Business

Goals

Key Metrics

Success

Blueprint

Roadmap &

Action Plan

Value

Assessment

Accountability

Best Practices

Capabilities Map

Technology

& Data

Process

Automation

Adoption

Governance

Roadmap

Success Metrics

Vision & Strategy We help you translate this vision

into your application

We understand your vision and

your business strategy

Business Measures allow you to

monitor your progress

We help you identify these metrics

and build them into your solution

We help you create a long-term

focused and keep you up-to-date

with our forthcoming solutions

“All-at-once” may not be feasible, a

roadmap helps you prioritize

We help you create a scalable

adoption programs inclusive of

training, support and incentives

Change can be daunting, planning

user adoption is critical to success

Integration to back office tools and

effective data management further

enhance user productivity

We help you create your data

management and integration

strategies

Process automation allows users to

be more effective in their roles

We help you define, review and

automate processes to ensure value

We help you define a Center of

Excellence (CoE), identify sponsors

and create policies

An effective governance program

defines Standards, Roles and

Responsibilities

Success Blueprint: Putting it all together

Domain 1:

Vision and Strategy

Define the Vision, build a supporting Strategy

Vision Business Strategy and Objectives Business and Technology Issues Customer Experience

A vision for the desired state of the business is articulated by key

executives, and is documented and understood by all.

Business and technology issues and obstacles that impact the

vision and strategy are identified.

A business strategy is developed to support the overall vision. It

contains clear and measurable business objectives that will be

achieved within a given timeframe.

The desired customer experience as it relates to the company’s

vision is articulated and documented The customers’ journey

through the organization is defined and understood by all.

What experience do you want to create?

Quality Simple Dependable Community

Customer Experience Evolves from Vision

http://www.fedex.com/us/?link=1

Vision and Strategy – Best Practices

Vision: Articulates the desired end state and how to get there

– Provides clear purpose for the project, initiative or organization

– Creates ongoing commitment

– Promotes a reason to measure or prove results of project, initiative or organization

Business Strategy and Objectives: Supports the overall vision

– Audit your current customer experience measuring its current state

– Gather input on the current causes of pain from multiple sources

– Document business and technology strategies to create the desired customer experience

Business and Technology Issues: Identify obstacles impacting vision and strategy

– Identify potential risks up-front

– Define mitigation strategies for each issue

– Consider all areas of your strategy (e.g. executive sponsorship, past failed projects,, etc.)

Customer Experience: Evolves from vision and strategy

– Don’t get lost in lofty vision and strategy statements

– Design the ideal customer experience

– Ensure valuable customer information documented

Domain 2:

Success Metrics

Objectives Key Performance Indicators (KPIs) Operationalize Validation

Quantifiable measurements that indicate whether or not a business

is making progress toward its objectives. In order to be an effective

management tool, KPI’s should be identified in advance.

Create operational definitions for what you plan to measure.

Implement mechanisms (such as reports and dashboards) for

tracking and monitoring KPIs. Review these goals regularly

Business objectives defined in terms of measurable business

value. These agreed upon business objectives are prioritized for

the given time frame for performance measurement.

Processes are put in place to ensure KPIs are utilized to progress

towards the desired, agreed upon targets.

Success Metrics: Measuring success

Define KPIs

Define KPIs

• Pick limited set of metrics

• Tie each metric to an objective

Vision Strategy

Objectives

• Provide visibility to how the initiative is tracking against business goals

• Identify areas where program is not achieving business results and provide corrective actions

• Develop a single, consolidated list of program metrics used by all regions and user groups

Operationalize

• Identify salesforce.com

capabilities

• Build, configure and deploy

application

Validation • Audit data to create

credibility

• Empower managers to

change behavior and

business process based

upon reports/dashboards

results

Success Metrics: Capability Value Matrix

Key Performance Indicators: Less is more

(Source: PricewaterhouseCoopers (PwC) Survey of the number of metrics

used by CEOs of Private U.S. Companies — January 2004)

21%

52%

18% 9%

The Number of Metrics Used by CEOs of Private U.S. Companies

Less than Five

Five to Ten

Ten to Fifteen

More than 15

Operationalize: Tie objectives to capabilities

Value Drivers Business

Objectives Capabilities you can leverage with salesforce.com

Legend: Marketing Sales Service & Support PRM Data-Insight Partner/External Force.com Platform

KPI

Customer

Profitability Improve Sales

Effectiveness

Team Selling

Consistent

Sales

Methodology

Automatic

Competitive

Information

Account

Intelligence

Salesforce

Mobile/Offline/

Outlook Connect

Product

Configuration,

Pricing & Quoting

Partner Lead

Collaboration

Salesforce

Content

Customer

Retention

Increase

Retention of

Existing

Customers

Personalized

Customer

Interactions

Customer

Self-Service

Customer

Survey

Salesforce

Ideas

Incentive

Programs

Account

Management

Opportunity

Pipeline

Visibility

CTI

Integration

SLA

Management

Grow Existing

Customers

Increase Sales

to Existing

Customers

Account

Management

Planning

Cross-sell

and up-sell

Personalized

Customer

Interactions

Marketing

Campaign

Management &

Measurement

Customer

Survey Customer

Segmentation

Customer Value

Management

Activity

Management

Improve

Customer

Satisfaction

Salesforce for

Google Adwords Increase

Revenue

Acquire New

Profitable

Customers

Marketing

Campaign

Management &

Measurement

Web-2-Lead/ Lead

Assignment Rules

Lead Generation &

Qualification

Partner Lead

Collaboration

Partner Deal

Registration

Competitor Data

Management

Revenue

Generation





KPI

Cost

Reduction

Reduce

Business

Operation Costs

Cost

Avoidance

Avoid Strategic

Project Costs

Cost

Savings

Force.com

Platform

Compliance

Salesforce to

Salesforce

Workflow Engine/

Approval Workflow

SAP/Oracle

Connect

Sandbox

Salesforce Ideas

Center of

Excellence

Infrastructure &

Hardware

(Force.com)

Project

Management

Centralized

Marketing

Encyclopedia

Sales Process

Consistency

Service

Process &

Escalation

Automation

FAQ &

Knowledge

Database

Expense

Management





KPI

Regulatory

Risk

Reduce Risk

from Regulatory

Compliance

Maintenance

Risk

Reduce Project

Risk

Risk

Mitigation

Force.com Platform Salesforce Applications &

Releases AppExchange

Audit & History

Tracking Usage Patterns

Workflow Engine/

Approval Workflow Data Quality

Dashboards





KPI

Employee

Satisfaction

Improve User

Interactions

Customer

Satisfaction

Improve

Customer

Interactions &

Insight

Satisfaction

Customer

Self-Service

Configuration, Pricing

& Quoting

SLA

Management

Sales Process

Consistency

Contact Data

Management

Customer

Survey

Personalized

Customer

Interactions

Microsoft

Integration

Custom Interface

with Visualforce

Online Product &

Services

information

Mobility

Competitor Data

Management

Account Data

Management

Reports &

Analytics

Success Metrics: Best Practices

Define program objectives

– Focus on business objectives: (Eg. Increase revenue, Reduce cost, etc.)

Stipulate quantifiable measurements

– Tie KPI’s to organizational strategy

– SMART: Specific , Measurable, Achievable, Relevant, and Time-bound

– Bridge the gap between business objectives and system capabilities

Operationalize mechanisms to track progress

– Translate objectives into system capabilities, evolve over time

– Create dashboards and reports to capture measurements

Validate

– Who owns the data in the reports and dashboards?

– Empower people to change business processes based upon the data

– Dashboards/reports management discipline

Domain 3:

Adoption

Organizational Readiness Stakeholder Involvement Measure & Reward Communication Plan Training Strategy Support Continuous Improvement

If your organization has a strategy and vision, are you able and

prepared to drive change?

A comprehensive and resourced communication plan is put in place

for all users impacted by the initiative.

Measures, incentive plans, and compensation structures are aligned

with the new business objectives.

Stakeholders lead by example and drive the execution of change

throughout the organization

All appropriate support mechanisms such as quick reference guides,

Support Team, and additional training/solutions are in place for users.

A comprehensive and resourced training plan in place for all users

impacted by the implementation.

Business goals and metrics are identified and tracked to ensure that

continuous improvements are made to drive adoption.

Adoption

Adoption: Usage evolves over time

Adoption: Best Practices

Establish sponsorship at all levels – Lead by example

Position CRM as an enabler of business vision, strategy & objectives

Communicate through multiple channels (Email, Signage, Events, Chatter…)

Establish business metrics – create dashboards and measure it

Embrace the resistance – it’s easier to fix what is known

Relentlessly pursue of high data quality

Build an effective training strategy for all end-user communities

Build a support mechanism to reinforce application usage

Model business processes – “day in the life”

Focus on what’s in it for users – productivity gains/collaboration capabilities

Balance sticks and carrots

Generate and celebrate short-term wins and harvest those

wins to produce more change


Organizational Readiness – Communicate the Vision

– Consider people, process and technology.

– Overcoming obstacles to change, do you have proactive strategy for leading change?

Stakeholder Involvement – Multiple levels of sponsorship are critical

– Executive articulates and promotes vision and strategy and participates in review sessions

– Leads by example to reinforces the importance of the applicaton

– Power Users and champions are the grassroots influencer

Measurements & Rewards - Tie compensation to desired behavior

– Drive behavior by providing real-time insight to compensation.

– Create a wall of fame and a wall of shame. iPod or Starbuck’s gift card for achieving usage

and business goals (e.g. highest login rate, win rate, big deals, etc. )

– Leverage the motto: “If it’s not in Salesforce, it doesn’t exist.”

Communication and Planning– promote consistency to avoid confusion

– Define significant business milestones (i.e., vision, strategy, objectives, releases, etc.)

– Communication plan will help you achieve your business objectives

– Identify stakeholders, regions, users, power users, champions.

– Leverage Chatter to promote “in-app” collaboration


Training Strategy: know your audience

– Have a training strategy that includes both initial/new user and on-going training to support

the evolution of your usage as you grow

– Support multiple groups and different roles as their needs are different as well as their

learning styles might be different too

– Don’t forget the “key benefit takeaways” what’s in it for. Measure success of your training

strategy

– Leverage salesforce.com resources to help – free and fee based resources.

Support: Create an appropriate strategy for your culture

– Assign an internal administrator (s) with strong progressive technical skills and a keen sense

of the business

– Consider decentralizing support – business application managers, super users, steering

committee, use Chatter groups to create a self-supporting community of users

– Leverage salesforce.com Premier Support resource, user groups, community

Continuous Improvement: solicit feedback and act on it

– Provide feedback mechanisms for continuous improvement.

– Manage feedback and requests with Salesforce Chatter or Cases.

– Ensure all changes are tied to business objectives

Domain 4:

Sponsorship &

Governance

Governance & Sponsorship

Program Sponsorship Center of Excellence Release Management

The executive sponsor is a senior executive who is

responsible to the business for the success of the

project. Both active and visible, and with full authority

to make decisions and mandate change, the sponsor

is the project champion for all impacted users.

Excellence represents organizational resources to

ensures best performance through intellectual capital,

standards, guidelines, tools and consistent processes

Documented plans to manage releases, prioritize

business requirements and address key capabilities.

Sponsorship and Governance: Best practices

Executive Sponsorship – Drive execution at all levels

– Key stakeholder empowered to drive success

– Mitigates risk through issue analysis and resolution

– Drives annual budget and staffing allocation decisions

– Stays abreast of Salesforce.com innovation (Eg. Dreamforce, etc.)

Center of Excellence – Steering Committee, team of champions

– Establishes cross-functional team with regularly scheduled meetings to

evolve the usage of salesforce across the business enterprise

– Steers team decisions to influence business strategy

Release Management – Establish release time frames, change management

– Assess the level of effort and business impact when deploying features

– Allocate appropriate resources

– Immediate Release, Minor (Monthly) Release, Major Release

CoE: Global Governance Framework Executive Sponsor

Executive Steering Committee

COE Business Director

Data & Technology Architecture

Technical Architecture

Help Desk and Support

Change Management & Adoption

Training & Deployment

Business Process

Ops Support, Reporting, etc.

Global Program Owner

Center of Excellence Quality Assurance

Release Management

COE Technical Director

Work stream #1 Work stream #2 Work stream #3 Work stream #4 Work stream #n Project

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Domain 5:

Roadmap

Deployment Roadmap Capabilities Value Map Product Roadmap Global Deployment

An understanding of salesforce.com’s releases and product direction

to consider in your roadmap development.

The list of capabilities prioritized and grouped into value drivers

and mapped to your documented business measures.

A global deployment plan that considers all users - in all roles - in all

locations.

A list of capabilities the business has asked for to achieve the desired

business objectives.

Roadmap

Roadmap: Drives Business Value

Tying your organization’s

vision and strategy with

how capabilities will be

deployed

Linking the business value

achieved from each

capability when it is

deployed

Aligning Business and IT

toward common goals

Blackberry – US

Optimization

Report

Optimization

Satmetrix

Marketing MQL – Excl. Wily

Multi-Currency

Migrate APF

Technical Sales

Translation

MDY, ILumin - Enterprise

GSI’s

Outlook V2

EU 4Cast

Multi Language

Win / Loss

Implementation Director

May June July April August September October November……

2.0 2.5

Phase 2

Phase 2.5

Phase 3.0

Phase 1

3.0

Indirect

Account Team Synch.

Wily NCV

Opportunity Grid

Optimization

SAP/Salesforce Integration

Feasibility

Phase 2.75

Deployment Roadmap: Where are we headed?

Value for Account Team

Value for Management

Domain 6:

Processes

Process Definition Process Ownership Process Effectiveness Process Review

Key processes are defined so that a desired business outcome is

achieved. These processes help drive the prioritization of features

and functionality deployed.

Processes and practices are examined to ensure maximum

effectiveness in the organizations performance.

The individual(s) responsible for process design and

performance. The process owner is accountable for sustaining the

process and identifying future improvements.

Processes are reviewed regularly for improvement; those

undocumented are reviewed, improved and documented.

Processes

Processes

Process Definition: Best practices

Understand your company’s overall business objectives

Drill into each business unit or work group to understand different

process requirements

Document the overall goals and business requirements

Minimize handoffs (either between people, organizations, or systems)

Every step in the process should have one owner who is accountable

for the success of that step

Understand how the technology can enable the process (workflow,

workflow approvals, data validation, etc.)

First focus on the top-10 highest value processes and then top-10

highest value processes for the enterprise

Consider phased roll-outs

Processes: Best practices

Ensure all areas of the company are considered - front and back office

Develop “process maps”; swim lane diagrams to illustrate the process

and work groups involved

Use “Quick Reference Guides (QRGs)”; single sheet user guides for

quick reference

Institute formal change control to manage and execute your roadmap

Create cross-functional approvals and sign-offs through your Center of

Excellence

Ensure your process owners are trained on the application and

continue to develop expertise in the process and technology

Domain 7:

Technology and Data

Implementation Framework Data Management Strategy Platform and Integration Strategy Security Infrastructure

An architecture, platform and integration strategy provides for a

coherent and consistent approach to Salesforce systems that guide

all implementation decisions while laying the groundwork for

business agility and future projects. An architecture, platform and

integration strategy will provide a higher ROI and decrease the total

cost of ownership over time.

A comprehensive data management plan defining how data is migrated,

enriched, cleansed, and maintained on an ongoing basis.

Aligning Salesforce user access and data visibility settings with your

organizations overall security policies.

An implementation framework that describes processes, roles,

responsibilities and interactions between processes is defined,

communicated and understood by program team members. This

framework leads to better cross functional team and organizational

alignment.

Technology and Data

Insight & Predictability

Data

ERP

Data Quality

Business Strategy

Data Migration

Data Management Strategy

Enterprise

Intelligence

Integration

Data Architecture

Data

Data Governance

Security Strategy

Platform and Integration Strategy

Ensure you comply with audit and compliance regulations by accurately reflecting customer master.

Reduce support call handling times by integrating to shipping and billing data

Reduce enterprise license costs by retiring old systems and consolidating licenses among fewer supported

applications

Provide a 360° view of the customer to enable users to make more informed decisions, provide better customer

service, more effectively market

Support operational processes that occur outside of salesforce.com, such as order fulfillment or inventory

Create mashups to other public web services to improve usability and productivity

Sales

Call Center

Marketing

Effective

Segmentation

Accurate

Forecasting

Customer

Retention

Legacy

Apps

Invoices

Products

Orders

Pricing

Shipping

Technology and Data: Best practices

Implementation Framework

– Commit to the idea that the “implementation” does not end at go-live

– Define a focused set of deliverables that tie to business objectives

and user feedback with measures for success

– Establish an implementation methodology that addresses

requirements, modeling, configuration, testing, user acceptance and

deployment

– Plan for mobile usage now

– Train both for the success team and the end users


Data Management Strategy

– Ensure there are executives willing to own data quality

– Establish a cross-functional success team responsible for oversight

and development of application including managing data quality

– Develop and articulate each business process and include what the

data requirements are to support each process.

– Ensure that the system is configured and users are incented to keep

it clean

– Ensure you have the tools to make sure quality does not degrade

again


Platform and Integration Strategy

– Identify projects that will drive business value and calculate ROI

– Identify projects that are a good fit for PaaS, particularly those that

would reduce license, infrastructure, training and support

expenditures

– Leverage existing middleware to tie multiple systems together or

implement a middleware solution to retrieve/update data from

multiple systems.

– Use Sandbox Edition for any development, testing, or training that

could affect production data


Security Infrastructure

– Security defined by centralized success team with CIO oversight

– Identify named resources for Security and share that person’s

contact details with salesforce.com

– Implement IP Range Restrictions or two factor authentication and

review and tighten session and password settings

– Communicate security issues and train users regularly

– Implement the most private data sharing model you can without

sacrificing productivity

– Limit the number of administrators and delegate administration to

lowest level

– Establish regular reviews and ‘tests’ for compliance

Putting it all

together…

Define Business

Objectives

Define

Strategies

Define Vision Prioritize and

group Initiatives

Develop the

Roadmap

What are key

business metrics to

measure success?

Assess impact

on organization/

employees

How will the Salesforce

transformation impact the

organization and employees?

7 Domain of Success Approach

Identify key

Business

Metrics

Domain #1

Strategy and Vision

What are the business

objects of the overall

Salesforce effort?

What should be the basis for

deciding which initiatives are

pursued first?

What are the strategies to

enable achievement of

your Salesforce vision?

What is the vision that will

carry forward the

Salesforce effort?

Domain #2

Business Measures

Domain #3

Adoption

Domain #5

Roadmap

Define

Processes

Develop the

Technology and

Data strategy

What processes will help

achieve the Salesforce vision?

Do they need to be re-

designed?

Domain #6

Process

Domain #7

Technology and Data

What technology and data

strategies and architecture will

support the Salesforce effort?

How should the list of

Salesforce related programs

and initiatives be structured to

produce maximum benefit?

Develop the

Center of

Excellence

Domain #4

Sponsorship and

Governance

What governance model

will best support the

Salesforce effort?

Salesforce CRM 7 domains of Success

Technology

Transcript of Salesforce CRM 7 domains of Success