Dreamforce 2016: Digital Customer Platform cómo hacerlo real

Fernando Garrido. Director Customer Success GroupJavier Iglesias. Director Ingeniería de SolucionesEnrique Polo de Lara. RVP e Iberia Country Manager

DreamForce 2016 Delegación IberiaDigital Customer Platform: Cómo Accionar

Patrocinadores

CASOS DE CLIENTESCÓMO SON LOS PROYECTOS EL CASO: CUMULUS BANK

Agenda

What to do next?Próximos pasos para maximizar

tu ROI con Salesforce

Salesforce Cloud Services

Agenda

Tus objetivos

Definiendo el Programa

Dos aproximaciones diferentes

Cómo es un Proyecto

Caso práctico

Casos de Clientes

1

2

3

4

5

6

Tus objetivos (I)Cada organización se fiija un horizonte temporal y unos objetivos a alcanzarespecíficos. Los programas de transformación son una herramienta clave parala consecución de dichos objetivos

12% Increase

Sales

15%Time to market

reduction

20%Improve

Customer Satisfaction30%

Cost Reduction

Tus objetivos (II)

GRANDES CLIENTES• Automatización de las Propuestas

Comerciales

• Ofertas Multi-opción para dejar al cliente elegir

• Cálculo del precio automático según reglas

• Dashboard de Propuestas

• Aprobaciones masivas y/o automáticas

PYMEs• Generación automática de propuestas a

clientes de la competencia

• Generación automática de propuestas para renovación del servicio

• Ofertas multi-opción

• Aprobaciones automáticas

• Lanzamiento y seguimiento de campañas de Marketing

A veces estos objetivos se plantean sólo al nivel de un proyecto específico que cubre una serie de necesidades apremiantes para el negocio ya valoradas…

*Point of Consumption

Tus objetivos (III)

As-Is To-Be Comments

Estrategia Comercial

Salesforce Chatter & Files features as single tool and repository of information.

Cualificación Salesforce as core tool for market approach, lead management and campaign management

Venta Salesforce managing the whole sales processes.Interactions with Pricing tools

ContrataciónWave 1 As-IsLater waves to consider Salesforce as the master workflow manager

ServicioUnchangedLater waves may consider Salesforce Service Cloud and Field Service as an option.

… y a veces el cambio responde a una estrategia tecnológica o departamental

Alc

ance

LEGACY I LEGACY II SAPLEGACY III EXCEL INFORMAL EMAIL SALESFORCE(new)

Agenda

Tus objetivos




Caso práctico

Casos de Clientes

1

2

3

4

5

6

La priorización de proyectos en un programa puede seguir un modelo de Value-Effort para maximizar el ROIEjemplo de recomendación basada en estimaciones de valor para un cliente

Imp

rove

Eff

icie

ncy

Add

Rev

enue

Time & Effort

Business Value A B CQuick wins High impact features Productivity boosters

Reduced effort Larger effort

uCustom quotes

uSales Campaigns (simple)

uCustomer Satisfaction Enquires

uContact Management

u360 Customer View

uMktg Campaigns (std)uLead Management

uAlarms (end of contracts & competitors)

uTeam collaborationuDoc. repository uBulk approvals

uPersonal KPI Dashboard

uPublic bids auto-info

uBulk Quotes

uDashboard multi-proposals

uAutomated proposals

CBA

uMktg Campaigns with automated proposal

…y también para proyectos individuales podemos apoyar la cuantificación de los beneficios Ejemplo: Value Map for moving to a Single Org:

IMPROVE CUSTOMER EXPERIENCE

Closer engagement with customers with business across all BUs

Improved customer satisfaction and loyalty X% increase CSAT

Provide 360 view of customers and additional shared insight across BUs

Improved data quality X% improvement in data quality

INCREASE REVENUE

Develop new revenue streams through upsell/cross sell

Increase number of products sold per deal X% increase in average opportunity size

Global pipeline management and better forecasting of future revenue

Improved forecasting X% improvement in forecast accuracy

INCREASE EFFICIENCYIncreased collaboration between different teams

Reduction in email X% decrease in internal email

Less duplication of effort between teams through single 360˚ view of customer

More time for sales to sell X% improvement in Sales Productivity

Example Goal Example Value-driver Example Benefit & KPI

Agenda

Tus objetivos




Caso práctico

Casos de Clientes

1

2

3

4

5

6

Existen dos aproximaciones esencialmente diferentes

Gran Programa de Transformación• Scope abierto• Se espera acometer numerosos proyectos• Variedad de países con diferentes tamaños

y operativas• Proyectos Multi-Cloud

Primer Proyecto• Scope acotado• Reducido número de proyectos• Un sólo país o pocos operando igual• Una sola nube

Al iniciar la etapa de licitación, la dimensión del programa o proyecto a acometer condiciona los mecanismos de puesta en marcha de las iniciativas

Foco en estructurar el gobierno del programa y los mecanismos de ejecución y seguimiento

Foco en la ejecución inmediata aplicando “best practices”.

6 focus areas

• Governance Framework • Program Value Management

Framework• Operational and Business KPI

Definition• Reference Architecture• Prototyping Framework• Supplier Guidelines and Policies• Test Strategy• Code Repository Definition• User Experience Standards

definition• Change and Release Management

• Engage with customer team to ensure that standards, and processes defined in “Build your COE” are being followed

• Serve as Advisors to Customer’s Management team on strategic planning around Salesforce

• Validate customer’s Salesforce consumption is done in the best way

• Help in-house staff become self –sufficient

• Serve as a knowledge hub for everything Salesforce.

• Packaged frameworks and methodologies

• Enables IT to move at the speed of business

• Brings initiatives to market faster with less risk

• Improves overall ROI of Salesforce eco-system

• Ensures Regulatory compliance

Build your ITC Run your ITC Benefits

• Business/IT alignment

• Multi-Cloud architecture

• Rapid prototyping

• In house skills upgrade

• Supplier standards and compliance

• Performance and portfolio management

Gran Programa de Transformación (I)Recomendamos dirigirlo y monitorizarlo desde un “Centro de Transformación”

Gran Programa de Transformación (II)Un “Centro de Transformación” apoya el programa desde tres niveles

Global Layer

Dedicated Layer On Demand LayerSubject Matter Experts, Operations. TrainingSupport to Projects

Methodology, Global Governance, Business, Technical Architecture

Primer Proyecto (I)Es conveniente sentar los cimientos del proyectoy siguientes, aplicando “best practices” en:

§ Arquitectura

§ Estrategia de Integración

§ Estrategia de datos

§ Seguridad

§ Funcionalidad y uso de entidades

§ Gobierno y gestión de la demanda

§ Gestión del cambio y Adopción Estrategia Móvil y Offline

§ Deployment y gestión de entornos y versiones

Primer Proyecto (II)En Salesforce existen roles que pueden apoyar la toma de decisiones de arquitectura, en ejecución de los proyectos y un Centro de Transformación

Deep Salesforce product and platform knowledge and experience

Demonstrated enterprise and business architecture thought leadership

Proven program management experience and decision making at the PMO/CoE Levels

15-20 years of global enterprise leadership: • Big-4 consulting leader and/or

MBA• Industry CIO / SVP / Director• Technology Client Partner

15-20 years of global enterprise leadership: • Big-4 consulting leader

and/or MBA

Business leadership to assist in implementing executive strategies and driving the program office

Provide vision and strategy and drive actionable solutions and roadmaps

Challenges the status quo by solving age old problems with modern solutions, and delivering tough messages to economic stakeholders

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

Siempre persiguiendo la maximización del ROINuestra Metodología para seguir las metas - 7 domains of Success

Agenda

Tus objetivos




Caso práctico

Casos de Clientes

1

2

3

4

5

6

Los proyectos en Salesforce son mas rápidos

Traditional Implementations

PlanProcure HW, SW & Setup

Infrastructure

DetermineReqs

Design Customize and Custom CodingUnit, System, User

Acceptance Testing & Code Rewrites

Live!

TIME 3 MONTHS 6 MONTHS 9 MONTHS 12 MONTHS

SFDC Implementations

Plan

TIME 3 MONTHS 6 MONTHS

Iterative, Visual Design

Method

Customize Through Config

System Testing& UAT

DetermineReqs Live!

ROI

Principios clave de Salesforce

ITERATIVETime-to-marketShort phases, long-term visionGlobal/local approachAgilityFeedback loop

VALUE-BASEDContinuous improvement (short/long releases)

Multiple Salesforce releases / yearPrioritization of features and deployment based

on business benefit vs complexityFirst deployment on core scope

Curent Project Future FutureFu

nctio

nality

Future

4 – 6 Months 6 – 9 Months Monthly Monthly

visionAcceleration

Iterativo – Metodología Agile

Project lifecycle

PLAN

DESIGN

BUILDVALIDATE

DEPLOY

Do a little bit of everything every cycleDeliver incremental releases throughout

PLAN

DESIGN

BUILDVALIDATE

DEPLOY

PLAN

DESIGN

BUILDVALIDATE

DEPLOY

FEEDBACK &REVIEW

FEEDBACK &REVIEW

FEEDBACK &REVIEW

Iterativo – Apoyado en Sprints

Sprint

2 - 4weeks

24hours

PRODUCTBACKLOG

SPRINT BACKLOG

DAILY SCRUM

REQUERIMIENTOS EN PRODUCCIÓNSPRINT PLANNING

1

2

4

SPRINT REVIEW

5

0

6

3

CASOS DE CLIENTESCÓMO SON LOS PROYECTOS EL CASO: CUMULUS BANK

Agenda

Las prioridades del negocio

Business Priorities let us map business objectives to defined business drivers, key performance indicators and salesforce.com features and capabilities:• Focus on defining company level strategic objectives, rather than handling execution

• Also on company’s Key Performance Indicators, maybe not based on SFDC

Should be defined by Business and IT executives or teams defining strategic direction

Defining them is an opportunity to add value to your organization

Elements used for defining Business Priorities:• Business Objective

• Business lever

• Business Impact

• Business Value Driver (Business Priorities)

• Cloud and capability

Objetivos del VCM

Value Capabilities Map (VCM) is a customer success tool designed to help you engage in value discussions throughout the customer's lifecycle, from strategy and business case to value realization

VCM maps customer’s business objectives to defined business drivers, key performance indicators and salesforce.com features and capabilities

Elements included within VCM:• Business lever

• Business Impact

• Business Value Driver (Business Priorities)

• Cloud

• Capability

Objetivos de Cumulus Bank

Tres ejes:• Multiplicación del valor de la relación con el cliente. Está relacionado con el reto de “Distanciamiento entre

los clientes y el Banco”. Hay que mejorar la retención.

• Redefinición de servicios financieros . Relacionado con el reto de “No aprovechar al máximo las oportunidades de interactuar y dialogar con los clientes por falta de información relevante” de necesidades .

• Agilidad y eficiencia en procesos internos. Está relacionado con el reto del “Nacimiento de IBank de la mano de un gigante referencia mundial de internet" .

Dos impactos fundamentales:

• 5% crecimiento cuota de mercado banca retail y 15% crecimiento operaciones online.

• 15% de reducción de costes de operación de procesos internos.

Tres hipótesis para el caso:• No hay un problema/oportunidad de funcionamiento de canal

• No hay un problema/oportunidad de dimensionamiento, sino de resultado

• El mayor coste se esconde en la ineficiencia/lentitud/errores de algunos procesos administrativos

Transformation Strategic Plan

1

2

3

4

5

Partner Effectiveness

Enhance Strategic

Capabilities

Force.com Declarative, Force.com Programmatic, Force.com Services


S1 Mobile App




Ideas

Ideas


Chatter

Chatter

Chatter

Communities

Communities

Communities

Communities

Communities

Work.com


Platform

Platform

Platform

Platform

Platform

Platform

Collaboration CloudCollaboration Cloud

Platform

Collaboration CloudCollaboration CloudCollaboration Cloud

Collaboration CloudCollaboration CloudCollaboration CloudCollaboration CloudCollaboration Cloud

Sales Cloud

Platform

Improve Agility and Flexibility of IT Systems and Platforms

Improve Flexibility & Integration of Business Processes across Enterprise, Business Partners & Customers

Improve Business Continuity and Disaster Recovery Capabilities

Grow Co-Created Innovation Pipeline with Business PartnersImprove Customer Ideation Process and Inclusion in Product Prioritization Process

Reduce Time between Idea and Solution

Improve Collaboration In-Context of Business Processes

Improve Strength of Partner RelationshipImprove Partner Enablement Programs

Improve Alignment between Operational Performance Data and Performance IncentivesImprove Quality, Availability and Timeliness of Operational Performance Data

Business Value Lever

Business Impact

Business Value Driver Cloud CapabilityAgility &

Flexibility

Operational Excellence

Innovation Capabilities

Collaboration Effectiveness

Business Performance Management

Improve Agility, Flexibility, Adoption and Utilization of Business ProcessesProvide On-Par Capabilities for the Mobile Workforce

Improve Process Effectiveness and Efficiency

Improve Collaboration and Knowledge Sharing across Enterprise, Business Partners & Customers

Improve Cross-Company Collaboration and Knowledge Sharing

Improve Integration of IT Systems with PartnersImprove Quality and Speed of Communication with Partners

Improve Collaboration with Partners in Sales, Service and Marketing

2

3

Cada capacidad de Salesforce apoya un Business Value


Business Impact

Business Value Driver Cloud Capability

Customer Acquisition

Increase Revenue

Chatter, ContentAccounts, Contacts, Forecasts, Leads, Opportunities,

Sales ConsoleChatter, Content

Accounts, Contacts, Forecasts, Leads, Opportunities, Sales ConsoleCommunities

Leads, Opportunities

Radian6

Data.com, Leads

Data.com, Lead Scoring/Pardot, Leads

Communities

Lead Scoring/Pardot, Leads


Accounts, Contacts, Data.com

Radian6, Social.com

Exact Target

Campaigns, Data.com, Lead Scoring/Pardot, Leads

Communities

Campaigns, Lead Scoring/Pardot, Leads, Opportunities

Communities

Accounts, Leads, Opportunities

Exact Target


Exact Target


Collaboration Cloud

Sales CloudCollaboration

CloudSales Cloud

Collaboration Cloud

Sales CloudMarketing

CloudSales Cloud


CloudSales Cloud

Sales Cloud


CloudMarketing Cloud


CloudSales Cloud

Collaboration Cloud


CloudSales CloudMarketing

CloudSales Cloud

Increase Opportunity Win Rate

Increase Revenue by Sales Rep

Increase Partner-Sourced Opportunity Win Rate

Increase Lead Generation

Increase Lead Conversion Rate

Increase Lead Conversion Rate for Partner Leads

Increase Lead Quality and Scoring

Increase Data Quality

Increase Lead Generation from Social Channels

Increase Campaign Revenue

Increase Campaign ROI

Increase Marketing-Sourced Revenue (Channel)

Increase Campaign Effectiveness

Increase Win/Back Campaign Effectiveness

4

4

4

4

4


Business Impact


Customer Growth

Increase Revenue

Chatter, Content

Accounts, Contracts, Forecasts, Leads, Opportunities, Sales Console

Accounts, Contracts, Forecasts, Opportunities

Force.com Declarative, Force.com Programmatic, ISV

Assets, Contacts, Opportunities, Pricebooks, Products, Quotes, Sales Console

Cases

Contracts, Forecasts, Opportunities

Campaigns, Contacts, Opportunities

Communities

Accounts, Leads, Opportunities

Communities

Campaigns, Lead Scoring/Pardot, Leads, Opportunities

Exact Target


Accounts, Campaigns, Contacts, Leads, Opportunities, Social Accounts/Contacts

Communities

Lead Scoring/Pardot, Leads

Collaboration Cloud

Sales Cloud

Sales Cloud

Platform

Sales Cloud

Service Cloud

Sales Cloud

Sales Cloud

Collaboration Cloud

Sales Cloud

Collaboration Cloud

Sales Cloud

Marketing Cloud

Sales Cloud

Sales Cloud

Collaboration Cloud

Sales Cloud

Increase Opportunity Win Rate

Increase Average Order Size

Increase Cross-Selling and Up-Selling

Increase Revenue per Customer

Increase Campaign Revenue

Increase Marketing-Sourced Revenue (Channel)

Increase Campaign ROI

Increase Campaign Effectiveness

Increase New Leads from Existing Customer

Increase Lead Conversion Rate for Partner Leads

4

4


Business Impact


Sales Cost Reduction

Reduce Costs

Communities

S1 Mobile App

Cases, Entitlement Mgmt., Knowledge, Live Agent, Salesforce Console, Self Service

Communities

Cases, Entitlement Mgmt., Knowledge, Live Agent, Salesforce Console, Self Service

Reports/Dashboards

Campaigns, Contacts

Reports/Dashboards

Forecasts, Opportunities

Opportunities

Opportunities

Chatter, Communities

Force.com Services

Opportunities

Chatter, Communities

Reports/Dashboards

Chatter

Chatter

Accounts, Opportunities

Communities

Chatter


Accounts, Contacts, Data.com

Collaboration Cloud

Platform

Service Cloud

Collaboration Cloud

Service Cloud

Analytics

Sales Cloud

Analytics

Sales Cloud

Sales Cloud

Sales Cloud

Collaboration Cloud

Platform

Sales Cloud

Collaboration Cloud

Analytics

Collaboration Cloud

Collaboration Cloud

Sales Cloud

Collaboration Cloud

Collaboration Cloud

Sales Cloud

Sales Cloud

Increase Customer Satisfaction and Loyalty

Increase Retention Rate

Increase Retention Campaign Effectiveness

Increase Margin per Customer

Reduce Sales Cycle Time

Reduce Sales Cycle Time for Partner-Sourced Opportunities

Reduce Sales Cost Through Partners

Increase Partner Opportunity Closure Rate

Reduce Administrative Time/Cost Spent on Customer Research

Reduce Administrative Time/Cost Spent on Competitor Research

Reduce Administrative Time/Cost Spent on Partner Opportunities

Reduce Time/Cost to Proficiency

Increase Lead Quality and Scoring

Increase Data Quality

Increase Revenue

Customer Profitability

Customer Retention

1

3


Business Impact


Marketing Cost

Reduction

Reduce Costs

Communities

Cases, Knowledge, Self Service

Chatter

Cases, Knowledge, Salesforce Console

Cases, Knowledge, Live Agent, Salesforce Console, Self Service

Chatter


Chatter


Cases, Knowledge, Self Service

Chatter






Campaigns

Campaigns, Leads, Opportunities

Exact Target


Collaboration Cloud

Service Cloud

Collaboration Cloud

Service Cloud

Service Cloud

Collaboration Cloud

Service Cloud

Collaboration Cloud

Service Cloud

Service Cloud

Collaboration Cloud

Platform

Platform

Platform

Platform

Platform

Sales Cloud

Sales Cloud

Marketing Cloud

Platform

Reduce Administrative Time/Cost

Reduce Headcount

Reduce Complaint Time to Resolution

Reduce Time/Cost to Proficiency

Reduce Service Cost Through Self-Service

Reduce Hardware Cost

Reduce Infrastructure Cost

Reduce Maintenance Cost

Reduce Labor Cost

Reduce Software Cost

Improve Campaign Management

Reduce Administrative Time/Cost

Reduce Marketer Content Publishing Time

Improve Marketing Development Fund Tracking

IT Cost Reduction

Service Cost Reduction

Increase Case Deflection

Reduce Service Response Time

Customer Satisfaction Cases, Entitlement Mgmt., Knowledge, Live Agent, Salesforce Console, Self ServiceService CloudReduce Time to Close Cases

3

3

3

5


Business Impact


Improve Productivity




Chatter



Quotes


Opportunities

Reports/Dashboards

Chatter

Chatter


Chatter



Reports/Dashboards

Chatter

Chatter

Salesforce Console



Platform

Platform

Platform

Collaboration Cloud

Platform

Platform

Sales Cloud

Platform

Sales Cloud

Analytics

Collaboration Cloud

Collaboration Cloud

Platform

Collaboration Cloud

Platform

Service Cloud

Analytics

Collaboration Cloud

Collaboration Cloud

Service Cloud

Platform

Platform

Avoid New Hardware Cost

Avoid Price Quotation Errors

Avoid SLA penalty

Increase Sales Rep Efficiency

Increase Sales Rep Reporting Efficiency

Increase Sales Rep Collaboration

Reduce Sales Rep Onboarding Time

Increase Service Rep Efficiency

Increase Service Rep Reporting Efficiency

Increase Service Rep Collaboration

Reduce Service Rep Onboarding Time

Increase IT Staff Efficiency

Increase Access to and Sharing of Information

Reduce Costs

Cost Avoidance

Sales Rep Productivity

Service Rep Productivity

IT Staff Productivity

Avoid New Software Cost

Avoid New Labor Cost

Avoid New Maintenance Cost

Avoid New Infrastructure Cost


Business Impact


Marketing Staff

Productivity

Improve Productivity

Chatter


Work.com

Chatter

Force.com Declarative, Force.com Programmatic, Force.com Services, S1 Mobile App

Work.com

Chatter

S1 Mobile App

Chatter

Chatter

Chatter


Work.com

Exact Target

Lead Scoring/Pardot

Reports/Dashboards

Chatter

Chatter



Reports/Dashboards

Chatter

Chatter


Collaboration Cloud

Platform

Sales Cloud

Collaboration Cloud

Platform

Sales Cloud

Collaboration Cloud

Platform

Collaboration Cloud

Collaboration Cloud

Collaboration Cloud

Platform

Sales Cloud

Marketing Cloud

Sales Cloud

Analytics

Collaboration Cloud

Collaboration Cloud

Platform

Platform

Analytics

Collaboration Cloud

Collaboration Cloud

Platform

Increase Employee Efficiency

Increase Employee Satisfaction

Increase Employee Productivity Through Mobile

Increase Access to and Sharing of Information

Increase Cross-Functional Collaboration

Reduce Employee Onboarding Time

Increase Marketing Staff Efficiency

Increase Marketing Staff Reporting Efficiency

Increase Marketing Staff Collaboration

Reduce Marketing Staff Onboarding Time

Increase HR Staff Efficiency

Increase HR Staff Reporting Efficiency

Increase HR Staff Collaboration

Reduce HR Staff Onboarding Time

Employee Productivity

HR Staff Productivity

Partner Effectiveness

Enhance Strategic

Capabilities



S1 Mobile App




Ideas

Ideas


Chatter

Chatter

Chatter

Communities

Communities

Communities

Communities

Communities

Work.com


Platform

Platform

Platform

Platform

Platform

Platform

Collaboration Cloud

Collaboration Cloud

Platform

Collaboration Cloud

Collaboration Cloud

Collaboration Cloud

Collaboration Cloud

Collaboration Cloud

Collaboration Cloud

Collaboration Cloud

Collaboration Cloud

Sales Cloud

Platform

Improve Agility and Flexibility of IT Systems and Platforms

Improve Flexibility & Integration of Business Processes across Enterprise, Business Partners & Customers

Improve Business Continuity and Disaster Recovery Capabilities

Grow Co-Created Innovation Pipeline with Business Partners

Improve Customer Ideation Process and Inclusion in Product Prioritization Process

Reduce Time between Idea and Solution

Improve Collaboration In-Context of Business Processes

Improve Strength of Partner Relationship

Improve Partner Enablement Programs

Improve Alignment between Operational Performance Data and Performance Incentives

Improve Quality, Availability and Timeliness of Operational Performance Data


Business Impact


Agility & Flexibility

Operational Excellence

Innovation Capabilities

Collaboration Effectiveness

Business Performance Management

Improve Agility, Flexibility, Adoption and Utilization of Business Processes

Provide On-Par Capabilities for the Mobile Workforce

Improve Process Effectiveness and Efficiency

Improve Collaboration and Knowledge Sharing across Enterprise, Business Partners & Customers

Improve Cross-Company Collaboration and Knowledge Sharing

Improve Integration of IT Systems with Partners

Improve Quality and Speed of Communication with Partners

Improve Collaboration with Partners in Sales, Service and Marketing

2

Define Business Objectives

Define Strategies

Define Vision Prioritize and group Initiatives

Develop the Roadmap

What are key business metrics to measure success?

Assess impact on organization/

employees

How will the Salesforce transformation impact the organization and

employees?

Identify key Business Metrics

Domain #1Strategy and Vision

What are the business objects of the overall Salesforce effort?

What should be the basis for deciding which initiatives are pursued first?

What are the strategies to enable achievement of your Salesforce

vision?

What is the vision that will carry forward the Salesforce effort?

Domain #2Business Measures

Domain #3Adoption

Domain #5Roadmap

Define Processes

Develop the Technology and Data

strategy

What processes will help achieve the Salesforce vision? Do they need to be re-

designed?

Domain #6Process

Domain #7Technology and Data

What technology and data strategies and architecture will support the Salesforce

effort?

How should the list of Salesforce related programs and initiatives be structured to

produce maximum benefit?

Develop the Center of Excellence

Domain #4Sponsorship and

Governance

What governance model will best support the Salesforce effort?

Como seguir?: Domain Development Approach

AGENDA DREAMFORCE JUEVES 6 DE OCTUBRE

09:00 Digital Customer Platform: Como Accionar. Hotel Fairmont. Fernando Garrido. Director CSG

11:00 Break

11:30-17:00 Everis VIP experience

Thank Y u

Dreamforce 2016: Digital Customer Platform cómo hacerlo real

Software

Transcript of Dreamforce 2016: Digital Customer Platform cómo hacerlo real