building a center of excellence for your salesforce crm team
TRANSCRIPT
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Governance and COE: Key Components of a Successful Business
Transformation
Matt Evans Enterprise Strategy
Salesforce
Kevin Flowers Technology Executive Salesforce
Brought to you by Salesforce Cloud Services
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Forward-Looking StatementsStatement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
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AssistedService
PredictiveMarketing
SmartApps
Chat Bots forCommunity
ActionableAnalytics
PredictiveCommerce
The Age of the Customer Intelligence pushed to every touchpoint
GuidedSales
ConnectedProducts
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Eight Leading Apps, One Platform Connect to your customers in a whole new way
Tami LauCRM Developer
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Level of Ambition
Leve
l of C
ompl
exity
Cloud Services helps you achieve business value, faster
We engage at a level that is appropriate for your business
AcceleratedSuccess
ConsultativeSuccess
Accelerators
Advisory
Premier Success Plan Premier+ Success Plan Signature Success Plan
Mission Critical Support Strategic Projects
Experience Design
Innovation & Transformation Center
We provide prescriptive advice, best practices and experts at every stage of your journey Design-led innovation
Data-driven insights
Always-on expertise
TransformationalSuccess
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5 Insights to Governing A Modern Enterprise
Scaling Your Innovation
Kevin FlowersInnovation & Transformation
[email protected]@flowersk
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Kevin Flowers
Background:
• 24 years business
• Specialize in Enterprise Strategy
• CTO - Coca-Cola Enterprise
• Global IT - Colgate-Palmolive
Personal:
• Live in Atlanta, Georgia
• 2 Daughters
• Hobbies: Aviation, Running
• Auburn University
Innovation and Transformation
Strategy | Innovation | Mobile | Cloud | IoT | Architecture
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You are Empowered !!
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Roles and Responsibilities
PROJECT – PROGRAM or INITIATIVE TEAMS ENTERPRISEFUNCTIONS
Integration
User Experience
Enterprise Security
Master Data & Information
Support Functions
Technical Architecture Manage Org Strategy Source Control
Backlog Prioritization Steering Committee Roadmap
Platform LeadershipSALESFORCE PLATFORM STRATEGY COE
Technical Architecture LeadershipBusiness Stakeholders
Initiative One
Certified Developer
Analyst – Business
Change Mgmt.
System Admin
Project Owners
Initiative Two Initiative Three Different Org
SCALE & GROWTH
1
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Business and IT Alignment Interaction2
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Cadence3
Architect
Daily
Prioritize Backlog
2–4 Weeks
Develop, Test, Accept
Start Agree on Requirements Deploy
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Enablement4
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Headroom for the Unknown(Platform + Iterations)
= Insights & Opportunity
Penicillin DiscoveryAccidentalAlexander Fleming
5
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5 Insights to Governing a Modern Enterprise.
Roles and ResponsibilitiesProvide clarity with regard to who has what responsibilities.
Business and IT - InteractionCreate structure so Business and IT start working closer together.
CadenceEstablish a consistent timeframe for releasing new business functionality.
EnablementSet a world class standard of maximizing skills.
Headroom for the UnknownCreate opportunities for your organization to go beyond what is thought possible.
1
2
3
4
5
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Center of ExcellenceScaling Your Innovation
Matt EvansEnterprise Strategy
[email protected]@mattsmessage
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Matt Evans
Background:
• 12 years business process consulting, MBA
• Specialize in COE, Governance, Adoption
• Salesforce Admin of the Year, 2008
Personal:
• Live in Utah
• 5 Children
• Hobbies: 5 Children
• Cubs Fan
Enterprise Strategy
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COE Maturity Model
Ad Hoc- Disparate approaches
Managed Capabilities
- Standards- Governance- Security
Agility- Process- Change Control- Org Strategy- Knowledge Sharing- Global vs BU Functions- Business vs IT roles
Alignment- Sponsorship- Unified Roadmap- ROI Tracking- Architecture- Adoption Support
Innovation- Integration- Rapid Prototyping- Ideation- UX Design- Data Science- Monitor & Adjust using Data
Transformation
Am
ou
nt
of
Inn
ova
tio
n
- Releases- Resources- Environment Strategy
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Chapter 1
The People
People Place Image Here Place Image Here
Chapter 2
The Process
Chapter 3
The Culture
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Chapter 1
The People
People Place Image Here
Place Image Here
Chapter 2
The Process
Chapter 3
The Culture
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Sample Model Global Resource Contribution
Global Solution Delivery Global Solution DevelopmentGlobal
Steering Group
Change Control Board
Country Business Sponsor
Global Org Adoption
Lead
Global Program Manager
Program Management
Legend
Salesforce.com ResourceCONSULTING ResourceCUSTOMER Resource
Regional Project
Manager (5)
Deployment Analyst (5)
EMEA Deplmt Support
Global Deployment
Analyst
Global IT Lead
Global Data
Architect
Regional IT Lead
(6)
Data Analyst
Country Coordinator
Country Data Specialist
Regional Comms Lead
(5)
Regional Resource Contribution
In-Country Resource Contribution
Data & Integration
LeadTraining PM
Engagement Manager
Comms Lead
System Architect
User Advocacy
Group
Functional Lead (6)
Regional Training Lead
(6)
Business Leader
IT Lead (Optional)
UAT
Requirement/Design
ParticipantsSuper Users
DMG Lead (5)
Training Delivery
Release Manager
Ongoing Support
Change Control Board
Business Release Manager
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One Center of Excellence
PMO
DEPLOYMENT
COMMUNICATION
DELIVERY TEAM
CHANGE & ADOPTION
END TO END SUPPORT
RELEASE / ENVIRONMENT MGT
SOLUTION / ARCHITECTURE
DATA ARCHITECT
INTEGRATION / CONNECTORS
INNOVATION / LAB
Executive Sponsor
LEA
DER
SHIP
CO
UN
CIL
&
STA
KEH
OLD
ERS
CoE Business Lead CoE Tech Lead
CENTER OF EXCELLENCE
PROCESS MGT (BPO)
TRAINING MATERIALS
METRICS & ANALYTICS
DATA MGT
Global Program Owner
Project Owners
Executive Steering Committee
Project 1 Project 2 Project 3
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Example ModelExecutive Sponsor
Executive Steering Committee
Business Working Groups
Change Management & Adoption
Training Champions
Data Architecture
Technical Architecture(Sourced through Partner)
Compliance, Data Privacy, Legal and CISO
Business Process SMEs
Ops Support, Reporting, etc.
Quality Assurance
Release Management(Solution Architect)
Technical Working Groups Program Owner
Work stream #1 Work stream #2 Work stream #3 Work stream #4 Work stream #5ProjectWork
streams
Lead
ersh
ip C
oun
cil
&S
take
hol
der
s
US EU ICON JPAC
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Example Model
Executive Sponsor
Executive Steering Committee
CoE Business Leader
Change Management
Business Operations
Functional Architect
Training and Deployment
Metrics and Analytics Community
Global CoE Owner CoE Technical Leader
Release Mgmt/QA Data Developer Technical
SupportTechnical Architect Portal
Business Advisory TeamCapability Leads
USTheatresAmerica’s
International EMEA APAC GOV
GrowthInitiatives
Call Center Marketing EBC Field Sales Inside Sales Tele Sales Sales Engineers
Finance/Comp Renewals Customer Sat Channel Services
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Who should be on my COE team?It’s more about the people than the structure
The individuals you select are more important than their experience• Open minded, eager about leveraging modern technology.• Enlist those with little or no experience; attitude can be just as important as aptitude.• Potentially staff the COE with skeptics.
Start with a small team of 3-5 people that are passionate about the cause• Check egos at the door.• Be both highly reactive and proactive.• Create development paths for the people.
Minimal technical roles required are Architecture, Salesforce Expertise, Exec Sponsorship• Enlist part-time roles to bring in expertise (project managers, BAs, trainers, QA/UAT, legal, HR,
adoption, scrum team leaders, etc.)
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Should it report to the Business or to IT?Not a question of where, but who
Where it reports to is not as important as the executives support it receivesFind a proactive, supportive VP-level or above, executive sponsor to drive the COE.
Secure funding for the COE and treat it like a businessSuccessful COEs need 2 years of funding before they become self sufficient.Time to build a governance process, collaboration efforts and evangelize its merits across the firm.Executive sponsor is responsible to commit to and sustain the financial support.
I prefer a sponsor from the business side
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Place Image Here
Place Image Here Place Image Here
Chapter 1
The People
Chapter 2
The Process
Chapter 3
The Culture
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Center of Excellence – Key Processes
• Identify Executive Sponsor(s)• Identify Stakeholders• Program Charter• Meeting’s Agenda and Schedule• Center of Excellence Operating Model• Roles and Responsibilities• Communications Strategy• Vendor & SI Management• Value Management• Skill Management• Org Strategy• Program Reporting• Risk Register & Management• Cloud Adoption Principles • Ongoing review of Governance Effectiveness • Offshore Development
• Backlog Management • Business Obstacles• Budgets• Prioritization/Decision Criteria• Innovation• Business Data Architecture• Business Transformation
• Development Best Practices • Program Release Roadmap & Cadence• Change Control Process & Backlog
Management• Environmental Management• Release Manager Roles & Responsibilities• What can be changed in Production? • Code/Configuration Release Mechanisms• Bug Tracking System• Testing Strategy
Executive & Program Management Release Management
Architecture
Adoption/Training
Development
• Development Methodology• Adhere to Development Best Practices• Development Process• Technical Debt
• On-going Support Plan• Bug Reporting Process & Tracking• Administration• End to End Readiness
Support
• Data Architecture• Data Quality Strategy• Data Migration Strategy• Application Rationalization Strategy• Mobile strategy / Architecture• Long-term Data Management Strategy • Integration Strategy• Security Architecture• Infrastructure Architecture
• Adoption Strategy• Power Users• Define Deployment and Training Strategy• Define Success Metrics Strategy &
Ongoing Reporting• End user Communication• Conduct User Group Meeting• Measure Effectiveness and Continuously
Improvement
Business
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Creating a LOB Improvement AgendaAddress immediate needs and make progress toward strategic objectives
Implement a Best PracticeUpskill EmployeesInstall a new technology
Improvement Activities
Financial Constraints to Improvement
Bandwidth Constraints to Improvement
Capability Constraints to Improvement
Actual Capacity to Improve
COEs Add value and build
Credibility by helping LOBs
define and execute a concise
improvement agenda
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Place Image Here
Place Image Here Place Image Here
Chapter 1
The People
Chapter 2
The Process
Chapter 3
The Culture
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“Through 2018, over 90% of new CRM initiatives will require a new IT approach
focused on speed and agility.”
(Source: Gartner, Inc., Apply Gartner's Agility Model to Increase Innovation in CRM, 9.29.15)
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COE Cultural PrinciplesMove at the speed your customers demand
Configuration firstGo fast and iterate
Mobile-first when appropriate
Transparent CultureData Drives Decision
Business value driven
Multi-speed IT
Keep it simple and reuse
Player/coach, not spectator
PRINCIPLES
Cool technologyHow we have always done it
One process for deliveryCustom code
Release complete applicationsDesktop first
Variations of the same appStakeholder oversight
Escalation managementSqueaky wheel
FROM
Business value drivenChallenge status quo
Multi-speed ITConfiguration firstGo fast and iterate
Mobile-first when appropriateKeep it simple and reuse
Player/coach, not spectatorTransparent Culture
Data Drives Decisions
TO
Culture – Blaze a new Trail
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Not just cool technologyDrive business value
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Not “Because we have always done it this way”Challenge the status quo
184 Steps
16 weeks
Tested with simple, configuration app
Step 31: Full security review
Step 57: Hire 2 heads to support
Step 103: Buy 3 servers
Step…..
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25 Steps or 40 Steps or 5 Steps
2 weeks or 4 weeks or 1 day
Not one process for deliveryLeverage multi-speed IT
Minimal Viable Product Process
Immediate Release
- Email templates
- Views
- Dashboards
Quicker Release
- Configuration first, mobile first
Quick Release
- Integration
- Code
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Level of Ambition
Leve
l of C
ompl
exity
Cloud Services helps you achieve business value, faster
We engage at a level that is appropriate for your business
AcceleratedSuccess
ConsultativeSuccess
Accelerators
Advisory
Premier Success Plan Premier+ Success Plan Signature Success Plan
Mission Critical Support Strategic Projects
Experience Design
Innovation & Transformation Center
We provide prescriptive advice, best practices and experts at every stage of your journey Design-led innovation
Data-driven insights
Always-on expertise
TransformationalSuccess
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Senior ExpertsDedicated and engaged
leaders that partner with your executives
Proven Methodology Salesforce best practice and
approach that are able to sustain transformation over time.
Bundled ExpertiseAdvisors pull in the right experts
from security to change management, design
Innovation & Transformation CenterOur proven methodology packaged to help IT and Line-of-Business executives collaborate and sustain transformation.
Why does it matter:
• Deliver on your most ambitious and strategicinitiatives with the right team of advisors.
• Salesforce customer-centric approach to innovation.
• Achieve and maintain alignment and agility.
Transformational Success
“Keep one eye on the microscope, but the other eye on the telescope”
Fortune 50 - CEO
Business Architect Program Executive Program Architect
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For More Information on Cloud Services
Visit the Cloud Services at Dreamforce
Success Community at
sfdc.co/btIsUu
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