transitioning enterprise applications to the cloud

Transitioning Enterprise Applications to the Cloud

IT Professionals

Dileep Srinivasan: Cognizant Technology SolutionsChris Clegg: Cognizant Technology Solutions

Dileep Srinivasan

AVP – CRM

Customer Solutions Practice

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Agenda

Is The Cloud a “Quick Win”?

Making the Move

Common Pitfalls

Wrap Up

Top CRM Trends

The 5 trends changing the CRM Landscape ….

The growth and easy availability of Broadband and Wireless – It is clear that they will permeate across every available living space

Mobile devices and Mobility are redefining the way consumers consume information

Cloud is increasingly seen as an option as organizations look for cost take outs, business transformations and new business models

Digital channels are getting increasing attention in terms of budgets and focus

Social Media and Communities are enabling Consumers & Customers to take increasing control over the influence of products & services

CRM Vision to enable customer centricity Custom

ers / Consum

ers S

olutionsP

rocessesP

latforms

Interaction with Communities Transactions with Enterprises

CRM Systems Customer Analytics

Multi /Cross Channel Interaction

Social CRM

SalesCall Center

emailWireless

Internet

Master Data Mgmt

Cloud / SaaS On Premise

Customer / Consumer

CDI PIM

MDMSales

ServicesMarketing

Operational Predictive

Workflow ReengineeringBPM

Devices

CRM Vision to enable customer centricity

Chris Clegg

Director – CRM

Cloud Solutions Group

Faster Time to Market

Faster Time to Market

LessExpensive

LessExpensive

Better User

Adoption

Better User

Adoption

Cloud Computing Experience

So What Does This Mean?

In the past, on-premise solutions have required multiple concurrent or

serial deployments to achieve results on a global scale.

With the right planning, leadership, design, integration-understanding

and resources, Salesforce can achieve global results in a single

deployment.

So What Does This Mean?

All Your Eggs In One Basket….

In the past, on-premise solutions have required multiple concurrent or

serial deployments to achieve results on a global scale.

With the right planning, leadership, design, integration-understanding

and resources, Salesforce can achieve global results in a single

deployment.

So Why Are CRM Deployments Still at Risk?

Enterprise-level Salesforce deployments are often not implemented with the same level of planning and detail as

on-premise projects!

What Kinds of Factors Should be Considered?

1) Sound Business Case

2) Resource Alignment

3) Correct Solution Scope

4) Deployment Approach

5) Executive Sponsorship

6) Organizational Change

7) Customization/Integration

8) Security

9) Production Support

10) Training

1. Build a Sound Business Case

Question 1: Why take on a CRM project?

• Improve sales?

• Better customer satisfaction?

• Stop wasting marketing budgets on unsuccessful

promotions?

Question 2: What are my RELEVANT indicators?

• What are the QUICK wins?

• What will serve target-users now and in long-term?

• What derivative KPIs and KRIs can we consider?

2. Bring On Board Experienced Resources

Seasoned team-members that have “been there, done

that”

Might know not just what works, but more importantly

what doesn’t

3. Decide the Right Scope of the Project:

Human Resources

Business Intelligence

MBO

OrderManagement

Supply Chain

Billing

Account Profiling

TerritoryManagement

DocumentManagement

Sales Metrics/MBO

ActivityMetrics

Marketing

Workflow

IncentiveCompensation

Pipeline Management

Contact Management

CustomerMaster

DataWarehouse

4. Select the Correct Implementation Approach

The methodology is something that is based on

allocation of resources, cost-requirements and

organizational culture – among other things

Plan on what is required to make sure the project stays

on track and budget

5. Committed Executive Sponsorship

Ensure “tough” decisions are made effectively to ensure

success

Prioritize and dedicate the right resources

7. Customization and Integration

Consolidating the view of the enterprise minimizes

clicks, saves time and can improve user-adoption and

confidence

However, integration can have the largest chance of

risk

8. Security

By using integration-engine approach, we consolidate

the security risk within the enterprise

Security is the how, where and when of what users will

interact with to successfully complete their work

9. Support and Upgrades

Center of Excellence Approach: combined application

administration and maintenance for upgrades by a

knowledgeable team

10. Mistakes to Avoid:

Unclear goals and/or metrics of success

Not understanding the strengths and

limitations of the tool that is under

consideration

Not investigating corporate-culture and

project-history

Failing to allocate budget and resource

“buffers”

Trying to do “too much at once”

Lack of dedicated leadership and direction

Treat Your Cloud Implementation Like Other IT Projects

Partner with business – Understand the processes

Choose approach based on Cost vs. Benefits

Look for great partners – Buy vs. Build

Target quick wins

Plan for growth

Program Management/Governance

Implementation Methodology

Change Management and Operational Support

Questions and Answers

Chris Clegg

Director – CRM

Cloud Solutions Group

Dileep Srinivasan

AVP – CRM

Customer Solutions Practice

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