Yes! You can have a successful Salesforce.com 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.

1. Tips for a successful
Salesforce.com implementation

2. Managing change
Leadership Planning Communication

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. 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.
• Force.com (custom applications)
– Finance and admin.
– Financial services.
– HR.
– Office productivity.
– Partner Relationship Management.

5. Leadership
• Create cohesive vision for automation.
• Passionate about need for change.
• Promote value of change.
• Lead by example.

6. Define your business imperative
…then you’re ready to consider
which Salesforce.com solution(s) will
best meet your needs.
Once you understand your business
strategy, imperative, and goals…

7. Define your business
strategy
• Customer lifecycle
strategy.
• Partner strategy.
• Product/services
development
strategy.
• Other major
business areas of
focus.

8. Define metrics
• Understand how you will measure success
and failure.
• What analytics do you need to engage in
forward thinking and planning?

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. 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. Your Salesforce.com 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. Planning arenas
1. Business
process
definition.
2. Requirements
definition and
documentation.
3. Plan for
organizational
change.

13. Phased implementation
Consider big picture vision for solution….
…but plan for phased implementation.

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. 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. 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. All change is stressful –
even positive change.

18. Promote Salesforce
benefits
Make benefits
personal…
…even if the
change is global.

19. Third-party
solution
providers

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. Summary

22. Success factors
• Vision.
• Commitment.
• Planning.
• Solution provider collaboration.
• Communication.
– Between leadership and IT.
– Between leadership and
employees.
• Celebration!

23. About

24. I’m passionate about helping companies
build a better business by
energizing transformation.

25. My super power?
I solve complex
problems using original
and innovative
solutions.

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. 571-236-7929
info@kathyherrmann.com
www.kathyherrmann.com
Kathy
Herrmann