DF2UFL 2012 Afternoon Session: Implementation and Beyond Presented by: Jennifer Phillips, User Group Leader, Salesforce.com MVP, Project Manager

1. Implementation & Beyond
Planning Matters
(the first time & every single time
after that)

2. Jennifer Phillips @CRMjen
Orlando User Group Leader
Saleforce.com MVP
[Nerd]

3. Planning Small
 Slide Body Text

4. Mapping Success
Business Unit
Program
Program design development Program execution Measurement and
improvement
Communications
planning
Strategy
development Software
System implementation Technology
design deployment Refinement and
administration
Integration
CRM Team
 Vision  Translation
 Rules  Scalable
 Bravery  Measurable

5. DREAM
WHO?
 Who has the need? WHAT?
 Who can toe the line?
 Who really knows what’s  Broken Process?
going on (SMEs)  New Process?
 Pilot*?
WHY?  Collaboration?
 Expectations
 Measurability
 Risk

6. DREAM
 Paul Greenberg
 Program. NOT Project
 Culture shock
 Step Beyond Data-Driven
 Strategy supported by technology
 Initiative of Change
 Focus on building relationships & satisfaction
 Encourages involvement & education

7. DREAM
 Paul Greenberg
 Program. NOT Project
 Culture shock
 Step Beyond Data-Driven
 Strategy supported by technology
 Initiative of Change
 Focus on building relationships & satisfaction
 Encourages involvement & education

8. BUILD
Business Unit
Program
Program design development Measurement
Program execution and
Communications improvement
planning
Strategy
development Software
System implementation
Technology Refinement and
design administration
deployment
Integration
CRM Team

9. BUILD
 Universal Truths
 You. Can’t. Have. All.
Three.
 More Focus = Clearer
Picture
 Sponsorship REQUIRED!
Pick two.

10. You can’t automate your way
out of a bad process.

11. BUILD
LISTEN & DEFINE EXPLORE
 Current Systems  Other Systems
 Capabilities  Integration Opportunities
 Service Agreements  Duplication of efforts, data
 Processes  Bonus Points for low hanging
 Pain Points fruit!

12. BUILD
RESTATE & REFINE DEFINE
 Need  Team
 Process  Scope
 Risk  Expectations
 Deliver complete (concise)  Holistic ‘WHAT’
vision

14. Why is this stuff important?
 Quality of the Solution
 RIGHT people are invested
 Reduced risk
 Communications
 Cheaper.

15. Delivered Over & Above [TRUMPET from the mountaintops]
Roadblocks
Communicate. Communicate.
Communicate.
Progress

16. BUILD
 Salesforce.com Helpful
 Help & Training:
 Salesforce.com Getting Started Portal
 Getting Started Workbook
 5 Steps to a Successful Implementation
 The AppExchange
 CRM-Centric
 CRM at the Speed of Light
 http://www.destinationcrm.com/

17. TEST, TRAIN, DEPLOY
Business Unit
Program
Program design development Measurement
Program execution and
Communications improvement
planning
Strategy
development Software
System implementation
Technology Refinement and
design administration
deployment
Integration
CRM Team

18. TEST, TRAIN, DEPLOY
 Demo
 DOCUMENT
 UAT
 Training
 Best Practices
 WIIFM
 Management Tactics
 Support
 Feedback Channel
 Change Management

19. SUPPORT & MEASURE

20. SUPPORT & MEASURE
 Monitor
 Designed as defined?
 Next Steps (Future Features, Found
Opportunities)
 Post-Mortem
 Lessons Learned
 Champion
 SMEs
 Detractors

21. How did WE Do?

22. If no mistake have you
made, yet losing you
are…a different game
you should play.
Crazy happens.
Define your process, diligently work
to execute within it, and understand
that you can’t control external
forces.
You CAN control your reaction to
those forces.

23. Thank YOU!