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Tips for a successful implementation


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Yes! You can have a successful implementation that gains user adoption. You need to plan for success, though. This preso gives you tips on what you need to know *before* you begin.

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Tips for a successful implementation

  1. 1. Tips for a successful implementation
  2. 2. Managing change Leadership Planning Communication
  3. 3. Leadership "The task of the leader is to get his people from where they are to where they have not been." Henry Kissinger
  4. 4. Salesforce is a multi-faceted automation solution • CRM solution. – Sales and marketing automation. – Service and support management (customer portal, call center, knowledge base). – Project management. – Contract management. – Content management. • (custom applications) – Finance and admin. – Financial services. – HR. – Office productivity. – Partner Relationship Management.
  5. 5. Leadership • Create cohesive vision for automation. • Passionate about need for change. • Promote value of change. • Lead by example.
  6. 6. Define your business imperative …then you’re ready to consider which solution(s) will best meet your needs. Once you understand your business strategy, imperative, and goals…
  7. 7. Define your business strategy • Customer lifecycle strategy. • Partner strategy. • Product/services development strategy. • Other major business areas of focus.
  8. 8. Define metrics • Understand how you will measure success and failure. • What analytics do you need to engage in forward thinking and planning?
  9. 9. Build Salesforce Team • Leaders: Management members who will define processes and requirements. – From every impacted functional area. • Users: Members who will take point on championing their business use needs. • Tactical: Business analysts and IT pros who will define and customize the solution. • Trainers: Folks accelerating user adoption.
  10. 10. Planning “Organizing is what you do before you do something, so that when you do it, it is not all mixed up.” A. A. Milne “Good fortune is what happens when opportunity meets with planning.” Thomas Alva Edison
  11. 11. Your solution will only be as good as your defined business processes. If your processes are ill-defined, then all Salesforce will do for you is help you do the wrong thing faster. Define your business processes
  12. 12. Planning arenas 1. Business process definition. 2. Requirements definition and documentation. 3. Plan for organizational change.
  13. 13. Phased implementation Consider big picture vision for solution…. …but plan for phased implementation.
  14. 14. Build strong User Experience documentation • Partner with IT. – Departmental leaders “own” using Salesforce. – IT “owns” implementation. • Write detailed business requirments documentation – If prepared by consultant or internal IT, be sure that business leader provides sufficient detail for a rich understanding of what the user experience needs to be. • Write in plain English – Let IT translate into Requirements technospeak.
  15. 15. User Experience elements – Business imperative and solution definition. – Process definition (flow charts or other visuals are helpful). – Licensing. – Data fields and tabs. – User experience. – Workflows (validations and triggers). – Reports. – Expected deliverables. – Milestones. – Metrics to be used to evaluate project. • Contents should include:
  16. 16. Communication "Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand." — General Colin Powell
  17. 17. All change is stressful – even positive change.
  18. 18. Promote Salesforce benefits Make benefits personal… …even if the change is global.
  19. 19. Third-party solution providers
  20. 20. What to look for in a Salesforce consultant  Business strategy/process knowledge – domain expertise in your functional area of interest.  Technical expertise.  Defined design and implementation process. – Requirements gathering and definition. – Deliverables. – Communication process during design/implementation.
  21. 21. Summary
  22. 22. Success factors • Vision. • Commitment. • Planning. • Solution provider collaboration. • Communication. – Between leadership and IT. – Between leadership and employees. • Celebration!
  23. 23. About
  24. 24. I’m passionate about helping companies build a better business by energizing transformation.
  25. 25. My super power? I solve complex problems using original and innovative solutions.
  26. 26. 26 Centers of Excellence • Project Management: • Collaborative leadership. • Budgeting and forecasting. • Risk management. • Resource planning. • Scheduling. • Quality management. • Vendor management, including offshore developers. • Waterfall and agile. • Enterprise solutions. • Business Consulting: • Business strategy. • Needs analysis. • Business requirements. • Functional spec documentation.
  27. 27. 571-236-7929 Kathy Herrmann