A three-stage approach is recommended for a successful global implementation of Salesforce.com: 1) Plan and prepare with a Center of Excellence to define standards and a governance model. 2) Roll out the implementation in countries using localization guidelines for processes, training and support. 3) Provide ongoing support through a combination of local and centralized support teams managed by the Center of Excellence.

1. Domain 6: Process Tina Phillips, Deloitte Consulting LLP Steve Mooney, Salesforce.com Global Services Global Enterprise Best Practices

4. Steve Mooney Engagement Manager [email_address]

7. Consider the Stages of Adoption

14. How do we structure our salesforce.com deployment to drive process change on a global scale?

15. Tina Phillips Principal [email_address]

18. The Global Deployment Framework provides five key dimensions to guide your successful salesforce.com global implementation Global Deployment Framework Prerequisites Planning Business Case Application Support Change Management Training Deploy-ment Center of Excellence (COE)

23. Global training media Live Collaboration Video Conferencing Virtual Classroom Learning Portal Web Conferencing Multimedia CBT / CD ROM Salesforce.com CBT’s and classroom delivery

26. The Center of Excellence (COE) is the ‘center of the universe’ for a successful global project Global Deployment Framework Prerequisites Planning Business Case Application Support Change Management Training Deploy-ment Center of Excellence (COE)

28. Sample – Global Implementation Approach – - - – – Phase 1: Plan & Prepare Transition COE Management Design Authority Country Readiness Governance Regional Strategy Phase 2: Roll-Out Phase 3: Support Support Ramp-up Project Personnel COE Staff SLAs Solution Centre Support and Maintenance Escalation Framework Configuration Mgmt. Testing & Release Management Localize Test Deploy Manage Roll-Outs Languages Training Imaging Interfaces Data Country Roll-Out Plan Roll-Out Organization EXT. ENTID. INT. ENTID. INT. ENTID. INT. ENTID. INT. ENTID. INT. ENTID. EXT. S.I. APPL. S.I. APPL. ENTID. EXT. ENTID. EXT. ENTID. INT. ENTID. INT. ENTID. INT. ENTID. INT. ENTID. INT. ENTID. EXT. S.I. APPL. S.I. APPL. Return to Previous Level Develop Portfolio Strategy and Product Concept Propose and Evaluate Product Concept Return Concept to Originator Define Research Requirements Concept Continue? Develop Product Proposal Assess Product Proposal Revise Product Proposal Proposal Continue? Develop Product Business Plan Develop Service Business Plan Perform Manufacturing Impact Assessment Update Aggregate Product Plan Approve Aggregate Business Plan D-170 Define Marketing and Sales Plan (Customer Requirements) Archive Lesson’s Learned Documentation Revise Product Business Plan? Plan Approved? Publish Business Plan Information Yes No No Yes Yes No Monitor/Manage Product Programs Schedule/Initiate New Product Program C-020 Manage Service Delivery L-010 Develop Logistics Strategy D-190 Develop and Design Products D-200 Develop and Design Services D-210 Develop and Design Processes MB-060 Plan the Business D-170 Define Marketing and Sales Plan (Customer Requirements) DS-020 Support Product Costing No Yes Validated Deployment Process Map SUB PROCESS SUB PROC SUB PROC SUB PROC SUB PROC SUB PROC SUB PROC SUB PROC APPLICATION APPLICATION APPLICATION APPLICATION APPLICATION APPLICATION APPLICATION APPLICATION AC AC AC IT SOLUTION IT SOLUTION SIEBEL SOLUTION IDENTIFIED THE EFFORT – HIGH, – MEDIUM, GREEN - LOW – – HIGH, HIGH, – – MEDIUM, MEDIUM, - - LOW IT SOLUTION IT SOLUTION SIEBEL SOLUTION IDENTIFIED THE EFFORT HIGH, MEDIUM, GREEN - LOW – – HIGH, HIGH, – – MEDIUM, MEDIUM, LOW LOW – – – – SUB PROCESS SUB PROC SUB PROC SUB PROC SUB PROC SUB PROC SUB PROC SUB PROC APPLICATION APPLICATION APPLICATION APPLICATION APPLICATION APPLICATION APPLICATION APPLICATION AC AC AC IT SOLUTION IT SOLUTION SIEBEL SOLUTION IDENTIFIED THE EFFORT – HIGH, – MEDIUM, GREEN - LOW – – HIGH, HIGH, – – MEDIUM, MEDIUM, - - LOW IT SOLUTION IT SOLUTION SIEBEL SOLUTION IDENTIFIED THE EFFORT HIGH, MEDIUM, GREEN - LOW – – HIGH, HIGH, – – MEDIUM, MEDIUM, LOW LOW – – – – Localization Analysis Prepare Kernel for Adaptation Validated Deployment Toolkit Steering Group Prepare Deployment Toolkit

29. Tina Phillips Principal, Deloitte Consulting QUESTION & ANSWER SESSION Steve Mooney Engagement Manager, Salesforce.com Global Services