Dreamforce
Presentation
on salesforce.com Adoption
Presentation Summary:
salesforce.com taped this presentation delivered by Dell at Dreamforce, salesforce.com’s global conference. The presentation focused on best practices for driving salesforce.com adoption. This page provides a link to the presentation recorded by salesforce.com and a summary of the key points.
Prior to August 2007,
Dell did not have a unified
CRM to coordinate the sales
activities of a 20,000 member
sales organization. In her
presentation, Frankiewicz
addresses the obstacles
Dell faced in rolling out
salesforce.com, the key
components that led to successful
adoption, and the benefits
realized in the process
so far.
Dell identified two critical
elements to drive salesforce.com
adoption:
Front Line Sales Buy In
- Getting field reps and inside
reps to use salesforce.com and
the sales process are two main
drivers to improving effectives
and creating ROI. Dell attacked
this challenge by recruiting
"field evangelists" to share
best practices, and by deploying
monthly webcasts to address
the latest updates in salesforce.com,
the key metrics being measured
in the adoption strategy and
the scorecard, and recorded
best practices in the form of
Knowledge Nuggets.
Executive Buy In
–
Without robust executive support,
salesforce.com adoption would
be inconsistent and ineffective.
To increase the value of salesforce.com
for its executives, Dell interviewed
leadership to identify specific
performance gaps the executives
were concerned with. Dashboards
were then built for the global
executives around issues like
pipeline management, win/loss,
and activity management, to
provide them with real time
information needed to oversee
operations. Executives also
agreed to include salesforce.com
metrics in sales rep performance
plans.
Dell also identified two important
best practices for driving salesforce.com
adoption:
Communication
–
In order for salesforce.com
adoption to spread throughout
the organization, messaging
referencing expectations and
processes surrounding the implementation
and operation of salesforce.com
were centralized to ensure consistency
and relevancy.
Support Process
–
Users must have access to timely
and knowledgeable support at
all times. Dell provides in-house
support, so that reps know exactly
when and how support will be
accessible to them. Dell also
makes use of salesforce.com
Premier support as a second
support option.
Finally, Dell determined that
in order to drive maximum salesforce.com
proficiency and adoption, they needed
a targeted Sales Enablement process.
To achieve this goal, they contracted
with Baker Communications, a leading
provider of sales transformation
services, including the effective
deployment of salesforce.com. Baker’s
unique program provided "day-in-the-life"
practical salesforce.com training
focused on generating revenue while
accelerating adoption and generating
significant, measurable ROI. The
pilot program was built around:
6 sales teams
A coordinated sales and
marketing play that extended
over 12 Weeks
Weekly 90-minute training/coaching
sessions delivered via WebEx
At the end of 12 weeks, the results
of the pilot program were:
