Salesforce World Tour London Admin Theater Presentation—Amanda Beard—Neilson

1. Managing Change Without Losing Focus on
Delivery
Amandabn1@gmail.com
@Amandabn1
Amanda Beard-Neilson, Director

2. Amanda Beard-Neilson
Diary of a Saasy Girl -
https://saasyabn.blogspot.com

3. • The need for digital transformation
• Impact of change
• Successful implementation tools
• Positive results
Agenda

4. • Disparate legacy systems
• No defined process
• Multiple customer journey touch points
• No data management policy
Why companies need digital transformation

5. • Knowledge stored in brains / spreadsheets / emails
• Data not shared
• Risk
“What is the truth about your customer relationships?”
Perceived power to individual departments

6. • Who is your customer?
• What are they interested in?
• What are their account / personal goals?
• Are you giving them the best service?
Does the business know their customer?

7. • Identify your customer
• Engagement level with your brand
• Products purchased
• Account / personal goals
• Track touch points – emails, activities, meetings, cases
• Marketing event opportunities
• Monitor their social interactions
Benefits of technology

8. How do you implement a technical
solution without alienating your
people?

9. The Kübler-Ross Change Curve

10. • Challenge the need for technology
• Question the value of the solution
• Concern over job changes
• Ownership of the customer
• Big brother perception
• Power shift from department to the whole business
Emotional response to change – fear, anger, insecurity

11. • Identify the potential conflicts
• Recognise your own bias
• Mitigate the issues
• Engage all stakeholders
How to manage the transition

12. Successful implementation
tools
The 4 C’s

13. Communication
Control
Core
Cake

14. Communication

15. Control

16. Core

17. Cake

18. UI is like a joke.
If you need to explain it, then
its no good

19. • Design the system with the user in mind
• Accessible fields on page layouts
• Consider carefully the use of required fields
• What processes can be automated
• Embrace Apps to enable data flow
• Email and calendar syncs
• CTI integration
• Meeting preparation management
Make it easy

20. • Explain the ‘why’ of the project
• Highlight the features
• Embrace the ‘WIIFM’ – promote the benefits
• Support with training and top-up sessions
• Identify the power users
• Collaboration
Adoption of the solution

21. • Visibility of all accounts
• 360 view of each customer
• All information in one place
• Efficient use of time
• Support from other business units
• Performance measured
Benefits to the department

22. • Know your customer
• Manage lead generation
• Track your business performance
• Identify your top selling products
• Forecast your success
Benefits to the business

23. • Maintained human connections
• Tailored products / services
• Clear account / personal goals
• Personal service
• Overall improved experience
• Trust in the business
Benefits to the customer

24. Its only by taking everyone on the
journey together that makes change
successful

25. Resources
• Trailhead – Trailmix – Managing Change
• https://sforce.co/2HaFrwj
• Books
• Start with Why – Simon Sinek
• Dare to Lead – Brené Brown
• Change Management – Jeffery M. Hiatt & Timothy J. Creasey
• Data Driven – Jenny Dearborn
• Blog – Diary of a Saasy Girl
• https://saasyabn.blogspot.com