Upload
salesforce
View
115
Download
0
Embed Size (px)
Citation preview
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
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
Definiendo el Programa
Dos aproximaciones diferentes
Cómo es un Proyecto
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
Definiendo el Programa
Dos aproximaciones diferentes
Cómo es un Proyecto
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
Definiendo el Programa
Dos aproximaciones diferentes
Cómo es un Proyecto
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
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
Force.com Declarative, Force.com Programmatic, Force.com Services
S1 Mobile App
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
Ideas
Ideas
Force.com Declarative, Force.com Programmatic, Force.com Services
Chatter
Chatter
Chatter
Communities
Communities
Communities
Communities
Communities
Work.com
Force.com Declarative, Force.com Programmatic, Force.com Services
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 Value Lever
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
Data.com, 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
Campaigns, Data.com, Lead Scoring/Pardot, Leads
Exact Target
Campaigns, Data.com, Lead Scoring/Pardot, Leads
Collaboration Cloud
Sales CloudCollaboration
CloudSales Cloud
Collaboration Cloud
Sales CloudMarketing
CloudSales Cloud
Sales CloudCollaboration
CloudSales Cloud
Sales Cloud
Sales CloudMarketing
CloudMarketing Cloud
Sales CloudCollaboration
CloudSales Cloud
Collaboration Cloud
Sales CloudMarketing
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 Value Lever
Business Impact
Business Value Driver Cloud Capability
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
Campaigns, Data.com, Lead Scoring/Pardot, Leads
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 Value Lever
Business Impact
Business Value Driver Cloud Capability
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
Data.com, Lead Scoring/Pardot, Leads
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 Value Lever
Business Impact
Business Value Driver Cloud Capability
Marketing Cost
Reduction
Reduce Costs
Communities
Cases, Knowledge, Self Service
Chatter
Cases, Knowledge, Salesforce Console
Cases, Knowledge, Live Agent, Salesforce Console, Self Service
Chatter
Cases, Knowledge, Salesforce Console
Chatter
Cases, Knowledge, Salesforce Console
Cases, Knowledge, Self Service
Chatter
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
Campaigns
Campaigns, Leads, Opportunities
Exact Target
Force.com Declarative, Force.com Programmatic, Force.com Services
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 Value Lever
Business Impact
Business Value Driver Cloud Capability
Improve Productivity
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
Chatter
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
Quotes
Force.com Declarative, Force.com Programmatic, Force.com Services
Opportunities
Reports/Dashboards
Chatter
Chatter
Force.com Declarative, Force.com Programmatic, Force.com Services
Chatter
Force.com Declarative, Force.com Programmatic, Force.com Services
Cases, Knowledge, Salesforce Console
Reports/Dashboards
Chatter
Chatter
Salesforce Console
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
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 Value Lever
Business Impact
Business Value Driver Cloud Capability
Marketing Staff
Productivity
Improve Productivity
Chatter
Force.com Declarative, Force.com Programmatic, Force.com Services
Work.com
Chatter
Force.com Declarative, Force.com Programmatic, Force.com Services, S1 Mobile App
Work.com
Chatter
S1 Mobile App
Chatter
Chatter
Chatter
Force.com Declarative, Force.com Programmatic, Force.com Services
Work.com
Exact Target
Lead Scoring/Pardot
Reports/Dashboards
Chatter
Chatter
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
Reports/Dashboards
Chatter
Chatter
Force.com Declarative, Force.com Programmatic, Force.com Services
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
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
S1 Mobile App
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
Force.com Declarative, Force.com Programmatic, Force.com Services
Ideas
Ideas
Force.com Declarative, Force.com Programmatic, Force.com Services
Chatter
Chatter
Chatter
Communities
Communities
Communities
Communities
Communities
Work.com
Force.com Declarative, Force.com Programmatic, Force.com Services
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 Value Lever
Business Impact
Business Value Driver Cloud Capability
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