salesforce crm 7 domains of success

Download Salesforce CRM 7 domains of Success

Post on 18-Nov-2014




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7 Domains of Success for a successful salesforce CRM implementation


  • 1. Success Planning MethodologyBlueprint and 7 Domains of Success
  • 2. 7 Domains of Success: Realizing your vision Vision and Business Strategy Measures Sponsorship Adoption & Governance Roadmap Processes Technology & Data
  • 3. We start by building your Success Blueprint Vision and Success Metrics Strategy Adoption Governance Process Roadmap Automation Technology & Data Red Yellow GreenNo Infrastructure Partial Infrastructure Infrastructure and or Process In Place Process In Place
  • 4. What is a Success Blueprint? A Blueprint illustrates the recommended journey for how you can achieve your business objectives by driving value through deployment and adoption of The key outputs are: Definition of A customized A strategic An Action Plan your Vision, Solution Map Roadmap of that including a detailing how defines the first prioritized list of capabilities steps top business aligns with aligned with goals and key your business your business success metrics and technical goals environment
  • 5. A blueprint guides you to success
  • 6. Success on your terms Success Business Value Best Practices Blueprint Goals Assessment Capabilities Map Roadmap & Key Metrics Accountability Action Plan
  • 7. Success Blueprint: Putting it all together We understand your vision and We help you translate this vision Vision & Strategy your business strategy into your application Business Measures allow you to We help you identify these metrics Success Metrics monitor your progress and build them into your solution All-at-once may not be feasible, a We help you create a long-term Roadmap roadmap helps you prioritize focused and keep you up-to-date with our forthcoming solutions An effective governance program We help you define a Center of Governance defines Standards, Roles and Excellence (CoE), identify sponsors Responsibilities and create policies Change can be daunting, planning We help you create a scalable Adoption user adoption is critical to success adoption programs inclusive of training, support and incentives Process Process automation allows users to We help you define, review and be more effective in their roles automate processes to ensure value Automation Integration to back office tools and We help you create your data Technology effective data management further management and integration & Data enhance user productivity strategies
  • 8. Domain 1:Vision and Strategy
  • 9. Define the Vision, build a supporting Strategy A vision for the desired state of the business is articulated by keyVision executives, and is documented and understood by all. A business strategy is developed to support the overall vision. ItBusiness Strategy and contains clear and measurable business objectives that will beObjectives achieved within a given timeframe.Business and Business and technology issues and obstacles that impact theTechnology Issues vision and strategy are identified. The desired customer experience as it relates to the companysCustomer Experience vision is articulated and documented The customers journey through the organization is defined and understood by all.
  • 10. Customer Experience Evolves from Vision What experience do you want to create? Simple Dependable Community Quality
  • 11. Vision and Strategy Best Practices Vision: Articulates the desired end state and how to get there Provides clear purpose for the project, initiative or organization Creates ongoing commitment Promotes a reason to measure or prove results of project, initiative or organization Business Strategy and Objectives: Supports the overall vision Audit your current customer experience measuring its current state Gather input on the current causes of pain from multiple sources Document business and technology strategies to create the desired customer experience Business and Technology Issues: Identify obstacles impacting vision and strategy Identify potential risks up-front Define mitigation strategies for each issue Consider all areas of your strategy (e.g. executive sponsorship, past failed projects,, etc.) Customer Experience: Evolves from vision and strategy Dont get lost in lofty vision and strategy statements Design the ideal customer experience Ensure valuable customer information documented
  • 12. Domain 2:Success Metrics
  • 13. Success Metrics: Measuring success Business objectives defined in terms of measurable businessObjectives value. These agreed upon business objectives are prioritized for the given time frame for performance measurement. Quantifiable measurements that indicate whether or not a businessKey Performance is making progress toward its objectives. In order to be an effectiveIndicators (KPIs) management tool, KPIs should be identified in advance. Create operational definitions for what you plan to measure.Operationalize Implement mechanisms (such as reports and dashboards) for tracking and monitoring KPIs. Review these goals regularly Processes are put in place to ensure KPIs are utilized to progressValidation towards the desired, agreed upon targets.
  • 14. Success Metrics: Capability Value Matrix Provide visibility to how the initiative is tracking against business goals Identify areas where program is not achieving business results and provide corrective actions Develop a single, consolidated list of program metrics used by all regions and user groupsDefine KPIs Pick limited set of metrics Tie each metric to an objective Define KPIs Vision StrategyValidation Objectives Operationalize Audit data to create Identify credibility capabilities Empower managers to Build, configure and deploy change behavior and application business process based upon reports/dashboards results
  • 15. Key Performance Indicators: Less is more The Number of Metrics Used by CEOs of Private U.S. Companies 9% 21% 18% Less than Five Five to Ten Ten to Fifteen 52% Mor