Salesforce.com Secrets of Success: Best Practices

Wave 168 Starting the Wave 173 As a Wave Takes Shape 176 Dirty Little Secret: The Data Are Everything 178 During the Wave: Real-Time Scheduling 179 Kicked Out of a Wave 183 Wave Endgame 183 Deployment 184 Getting Ready for the Next Wave 187 Postimplementation Implementation 188 Part II: People, Politics, Products, and Process 193 Chapter 5: People and Organizational Readiness 195 Using the SFA Maturity Model 196 Part I: What Does Management Want to Achieve, and How Hard Will It Be? 197 Part II: Is Your Organization Ready for Its Target Level? 205 Part III: How Big Is the Gap? 213 Understanding the Next Wave of Users 215 User Training 218 What User Readiness Means for Deployment 220 Postdeployment User Frustration 221 How Many Administrators Does It Take to Screw In a Light Bulb? 222 Chapter 6: Working the Politics 225 It's Not Just Big Organizations 225 Who's the Champion? 226 Who Pays for the System Implementation? 231 Who Will Own the System? 233 Who Owns the Data Now? 236 Dealing with Review Committees 242 Identifying and Dealing with Opposition to the Project 243 The Politics of System Adoption 244 Identifying and Dealing with Adoption Problems 249 Indoctrination 251 The Politics of Restriction 252 Chapter 7: Products You Will Need 255 Don't Overdo It 258 First, Seek to Understand 259 Next, Weigh Your Options 264 Essential Toys: Featurettes 270 Essential System Administrator Tools 272 Essential Add-Ons for the Marketer 276 Essential Features for Sales Management 278 Essential Tools for Support 284 Essential Extensions for Finance 287 Essential Features for the Executive 289 Chapter 8: Optimizing Business Processes 291 What Is a Business Process? 292 How Do Business Processes Fit Together? 293 Which Business Processes Do You Need to Think About? 296 Analyzing Business Processes 306 Example Business Process Analysis 311 How Much Should Be Changed? 316 Best Practices with Business Process Redesign 317 Making the Changes 321 After the Changes Are Made 322 Part III: Best Practices 325 Chapter 9: Best Practices for Sales 327 Universal Best Practices 327 People Buy from People 330 Job One: Define and Document the Sales Model 332 Sales Development Reps (SDRs) 335 Inside Sales Reps 350 Outside Sales Representatives 355 Field Sales Engineers or Product Specialists 368 Sales Management 369 Chapter 10: Best Practices in Marketing 397 Marketing Organizations 397 Lead Generation and Collection 401 Campaign Management 412 Lead Handling 418 Lead Cultivation and Nurturing 430 Lead Qualification and Conversion 431 Partner Marketing 434 Customer References 434 Advertising and Messaging 437 Public Relations 438 Product Management/Product Marketing 440 Marketing System Administrator 444 Marketing Executives 447 Chapter 11: Best Practices in Customer Support 457 Support Organizations and SFDC 457 Universal Support Best Practices 459 The Customer Order Support Center 471 Order Expediting, Distribution, and Shipping 474 Customer Help Desk 475 Technical and Warranty Support 476 Professional Services 482 Service and Support Executives 485 Chapter 12: Best Practices in Finance and Legal 489 Driving the Investment Decision 490 Keeping Expectations Reasonable 493 The Path to Project Success 494 Accounting and Ongoing Operations 495 Mergers, Integrations, and Divestitures 506 Fundraising 507 Legal 508 Human Resources 511 Chapter 13: Best Practices in IT 513 Level of IT Engagement 514 Skills IT Will Need 518 Planning for the Implementation 521 Implementation 531 Ongoing Usage 541 Index 557