Reseller/Partner EnablementCloud Journey Webinar Series

Implementation Success

Gil Shaham George Wycherley Post-Sales Enablement Success Engagement gshaham@salesforce.com gwycherley@salesforce.com

Post Sales Track

▪ Cloud Journey is specifically available to our Salesforce Reseller Partner Community as an additional learning resource.

▪ Join these sessions to learn more about business with Salesforce and have an opportunity to hear best practices across key topics: Sales & Pre Sales, Post Sales and Customer Success.

Cloud Journey Webinar SeriesOngoing Enablement Series across the customer lifecyle

ACCESS: Registration Link

Guest Speaker: George Wycherley Success Engagement Senior Manager

Time at Salesforce:- 2.5 years- Daily discussions with customers and partners- Advising customers how to be successful- Member of several project steering groups

Previous Roles:- Professional Services Manager- Project Manager- CRM Consultant

Passionate About:- Soccer especially Man Utd

Today’s Agenda

• Success Roadblocks

• Success framework

• Gap Analysis

• Implementation Roadmap

• Methodology and project team

• Customer case study

• Questions and wrap-up

Top Roadblocks to Project Success

36%

41%

43%

44%

44%

46%

54%

65%

72%

82%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

IT Perspective not Integrated

Silos/No Horizontal Process View

No Organizational Change Plan

Scope Expansion / Uncertainty

Project Team Lacked Skills

Business Case not Compelling

Poor Project Management

Unrealistic Expectations

Inadequate Sponsorship

Resistance by Employees

Projects• Source: 2015 Benchmarking Partners

People-related issuesare noted in red

Success framework

Define Vision

Build Strategy

Identify Obstacles

Identify and Validate KPIs

Build Business Case

Define Sponsor Strategy

Select a Governance

Model

Generate Release Mgmt

Plan

Executive Sponsorship

Training & Comms.

Support & Change Mgmt

Define Key Processes

Identify Process Owners

Measure Process Effectiveness

Define Architecture & Integrations

Strategy

Build Implementation Framework

Define Data Mgmt Strategy

Prioritize Goals

Track Measures & Improve

Manager & End User Value

Design Environment Management

Processes

Change Control Processes

Map Capabilities

Define Current State

Review Product Roadmap

Plan Deployment Roadmap

Review and Improve

Processes

Vision & Strategy

Success Metrics Roadmap Sponsorship &

Governance Adoption Process Technology & Data

Steps to success

1 Executive Sponsorship§ Develop a clear vision & strategy§ Identify sponsors: ensure they have a plan to

communicate direction§ Leverage power users and champions to

influence others§ Establish a Steering Committee that meets

regularly

2 Prepare for Success§ Document your desired business process§ Ensure processes have owners§ Establish your key metrics § Develop a plan for ongoing data quality strategy§ Assign a project manager to coordinate your

resources

3 Follow Best Practices§ Stay native by minimizing custom code§ Concentrate on core functionality and not

corner cases§ Use a gap analysis approach§ Conduct weekly project meetings

4 Leverage Experts§ Use certified consultants§ Access the Salesforce community§ Take advantage of Help and Training§ Use Trailhead

Sample Gap analysis

TECHNOLOGY ENABLEMENT

Crawl Walk Run

Contacts, leads and opportunities

Data management

Analytics and Insights

Collaboration with Ecosystem

BUSI

NES

S IM

PACT

& V

ALU

E

eMailintegration

Integration with back office and legacy

systems

Connected Partnerships

Mobile Strategy and Platform

SalesForce Implementation: The Value Path

Crawl

Foundation

ü Blueprint use casesü Data cleansing and governance üDashboard and reports for account integrity ü eMail integration ü Call reporting ü Group enablement ü Relationship management ü Account notes ü Opportunity management ü Capture quote activity in the application ü Mobile out of the box ü Field level performance management ü Lead management and integration with

marketingü Change management & communication ü Monitor and measure

Walk

Optimization

ü Design and implement initial integration strategy with back office systems

üMarketing reporting and analytics ü Enhanced overall data management and

integration ü Continue Mobile Optimization ü Initial knowledge capture and management ü Enable enhanced collaboration across internal

teams ü Enhanced management and territory manager

dashboard / console views for key informationü Operational reports and dashboards ü Additional division roll outs ü Feedback loops on on crawl stage

functionality

Run

Innovation

ü Monitor and measure walk stage ü Map out advanced analytics and reporting

strategyü Increase mobile capabilities and overall

functionality ü Drive quoting process enhancements and

overall collaboration with customersü Marketing and campaign programs with

customers ü eCommerce integration ü Communities to enhance information sharing

with customers and field sales teams

Curent Project Future FutureFu

nctio

nality

Future

6-8 weeks 9-12 weeks Quarterly Quarterly

Traditional Software Cloud Computing

1. Iterative & rapid deployments2. Deliver value quickly, focus on business process &

change management3. Quickly respond to changing market forces

1. Long design, construct & testing cycles, launch takes months

2. Upgrade takes as long as initial implementation3. By deployment time, business needs have evolved

Agile delivery method - Rapid Time to Value

12 to 18 Months

1st Versio

n

Team Function and Make-Up Increased Effectiveness

– Typical joint team Size 5 to 10– Business Process Focus– Focused on End to End Solutions– Good Enough vs. Perfect Mentality– Resources Play Multiple Roles/Functions

Project team structure

Customer case study§ The Brief:

§ Large insurance company

§ Go-live date delayed many times

§ On Discovery: § Had become an IT project§ Big bang approach to implementation§ Poor communication with users§ Project manager weary

§ The Solution: § Phased approach to implementation§ Replaced project manager§ Engaged a change manager§ Result – successful launch of Sales in phase 1 with service and communities in later phases

Additional Resources

Additional ResourcesPartner Community: https://partners.salesforce.com/_ui/core/chatter/ui/ChatterPage

Reseller Partner Enablement Resources Page:http://go.pardot.com/l/232132/2016-09-28/765i

Success Community:https://success.salesforce.com/Success Community: Getting Started best practiceswww.salesforce.com/achievemore

Trailhead:https://trailhead.salesforce.com/

Thank you