Overview

New Tools and Best Practices for Driving More Sales and Profits with Salesforce.com   From Chatter to the Service Cloud, Salesforce.com now offers unprecedented opportunities to supercharge business performance. But most SFDC customers won't achieve that potential. Salesforce.com® Secrets of Success, Second Edition, is the one guide that will help you transform these opportunities into profit.   Drawing on his personal experience with more than a hundred deployments, David Taber guides you through every aspect of Salesforce.com planning, implementation, and management. Building on a first edition that earned rave reviews, Taber focuses on the most valuable innovations in Salesforce.com’s most recent releases.   Reflecting all that’s been learned about making Salesforce.com work, Taber offers results-focused best practices for sales, marketing, customer service, finance, legal, IT, and beyond. You’ll find indispensable new insights into accelerating user adoption, achieving stronger operational results, and overcoming today’s key obstacles to maximizing the value of Salesforce.com.   New coverage in this revised edition includes Using the Service Cloud to cut costs, accelerate time to revenue, improve agility, and maximize customer lifetime value Leveraging tablets and smartphones to build your CRM strategy Identifying prospects and delighting customers through Salesforce.com’s Social CRM capabilities Promoting more effective internal and external collaboration with Chatter Identifying best practices for going “all Cloud”—and managing the attendant risks Establishing realistic “hard” and “soft” metrics for everything from productivity and profitability to social CRM performance Discovering today’s most valuable third-party AppExchange products Together with its companion website (SFDC-secrets.com), this new edition offers updated questionnaires, worksheets, templates, checklists, and other resources for every executive, team member, developer, and stakeholder.  

Full Product Details

Author:   David Taber
Publisher:   Pearson Education (US)
Imprint:   Pearson
Edition:   2nd edition
Dimensions:   Width: 18.10cm , Height: 3.40cm , Length: 23.30cm
Weight:   0.940kg
ISBN:  

9780133517392

ISBN 10:   013351739
Pages:   624
Publication Date:   21 November 2013
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print  
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Table of Contents

Acknowledgments xxi About the Author xxiii Introduction xxv   Executive Summary 1 What Every CxO Needs to Know about Salesforce.com 1 Why Are You Looking at an SFA or a CRM System? 3 Keeping the Big Picture in Focus 6 Your Role in Driving Project Approval 10 Your Role Once the Project Is Under Way 16 Your Role in the Adoption Cycle 25 Your Role after Deployment: Using SFDC to Help Drive the Ship 30 Essential Tools for the Executive 34   Part I: Planning and Implementation 37   Chapter 1: Planning Ahead 39 Developing a Model of Your Customer Relationship 40 Setting Goals at the Business Level 42 Setting CRM Requirements: Who, Where, What, and Why 43 Organizing and Publishing Project Documents 47 Prioritizing Requirements 49 When Requirements Should Bend 53 Knowing Your Boundaries 54 Making the Business Case 58 Agile Project Metrics 75 Avoiding the Big Bang Project 76 Outsourcing 78 Setting Executive Expectations 81 Getting the Right Resources Committed 82   Chapter 2: Reports and Data 85 The Executive View 86 New Things You Need to Measure 89 Scoping the System via Report Mock-Ups 93 The Crux: Semantics 94 Reports-Inside versus Outside 96 Scoping the System via User Screen Design 99 A Guided Tour of the SFDC Object Model 102 What's in a Namespace? 108 SFDC's Data Requirements 110 Historical External Data 123 The Days of Future Passed 123   Chapter 3: Preparing Your Data 127 Getting the Lay of the Land 127 Migrating Data from an Existing SFA or CRM System 129 Migrating Data from Other Systems 140 Your Big Weekend: Doing the Import 140 There's Got to Be a Morning After: Deduping Records 142 The Morning After the Morning After: Enriching Data 147 The Ultimate Job Security 148 Creating a Cost Model for Clean Data 151   Chapter 4: Implementation Strategy 153 Big Bangs and Waterfalls 154 The Agile Manifesto 155 You Really Have to Plan: Agile Development Is Not Enough 157 Wave Deployment 158 What's in a Wave? 159 Planning the Sequence of Waves: WaveMaps 161 Collecting Resources for a 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

Reviews

Cloud computing is changing everything. David Taber has written the definitive guide to navigating this transformation. Every functional vice president should read this book in order to understand how to get maximum value from Salesforce.com, integrate social media into operations, maximize sales and profits, and become a truly customer-focused company. --Dave Kellogg, CEO, Host Analytics David Taber maps out our dreams for SFA/CRM, its technical and adoption challenges, and real-world executive strategies for managing the organizational/political work of a Salesforce.com implementation. His guidance is masterful, and this book captures it. --Rich Mironov, CEO, Mironov Consulting I have reread David Taber's Salesforce.com(r) Secrets of Success more than a few times now, and I open this book first when I start a new project. Somehow I always seem to find the perfect tips to save me time, strategies to deliver a better project, and anecdotes to make me look good in front of customers. Salesforce.com(r) Secrets of Success is my go-to guide for accurately framing a problem, avoiding disaster, and explaining the best solution to my project sponsor. Read this book, and benefit from David Taber's extensive experience with the Salesforce. com platform while you enjoy his intelligent and witty navigation through the politics and pitfalls of project delivery. --Dan Weiss, Senior Consultant, Appirio

Author Information

David Taber is an internationally recognized IT marketing and management consultant with more than twenty-five years' experience, including twelve years at the VP level or above. His company, SalesLogistix, is a certified implementer of Salesforce.com solutions, with 100 clients in North America, Europe, and Asia. Taber also writes for CIO.com and has a library of more than one hundred fifty articles on Salesforce issues.

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