Professional Documents
Culture Documents
Best Practice
Salesforce.com
Best Practice Overview
Define KPIs
• Pick limited set of metrics
• Tie each metric to an objective
Define KP Is
Vision
ze
Strategy
a li
Objectives
Va
n
lid
tio
Validation Operationalize
a
e ra
• Audit data to create
tio
• Identify salesforce.com
credibility
Op capabilities
n
• Empower managers to
• Build, configure and deploy
change behavior and
application
business process based
upon reports/dashboards
results
Capabilities Value Map Vision
Tie business objectives to Salesforce capabilities
Legend
Value Drivers Business Objectives KPI Capabilities
Marketing
Sales Marketing Campaign Partner Deal Competitor Data
Increase Revenue Acquire New Salesforce for Web-2-Lead/ Lead Lead Generation & Partner Lead
Service & Support Management & Google Adwords Collaboration Registration Management
Profitable Customers Assignment Rules Qualification
Measurement
PRM
Data-Insight
Customer Improve
Personalized Marketing Campaign Activity
Partner/External Increase Sales to Account Cross-sell and Segmentation
Grow Existing Customer Management & Customer Management Customer
Existing Customers Management up-sell Survey Customer Value Satisfaction
Force.com Platform Customers Interactions Measurement Management
Planning
Avoid Strategic Force.com Platform Compliance Salesforce to Workflow Engine/ SAP/Oracle Sandbox Salesforce Center of
Cost Avoidance Salesforce Connect
Project Costs Approval Workflow Ideas Excellence
Cost
Savings
FAQ &
Reduce Business Infrastructure & Project Centralized Marketing Sales Process Service Process Expense
Cost Reduction & Escalation Knowledge Management
Operation Costs Hardware (Force.com) Management Encyclopedia Consistency
Database
Automation
Remove Risk of
Maintenance Risk Force.com Platform Salesforce Applications AppExchange
Legacy Platform Use
& Releases
Risk
Mitigation
Reduce Risk from
Regulatory Risk Audit & History Usage Patterns Workflow Engine/ Data Quality
Regulatory Compliance
Tracking Approval Workflow Dashboards
Improve Customer
Customer Satisfaction Customer Self- SLA Product Configuration, Sales Process Contact Data Customer Survey Personalized Customer
Interactions & Insight
Service Management Pricing & Quoting Consistency Management Interactions
Satisfaction
Custom Interface Online Product &
Improve User Microsoft Integration Competitor Data Account Data
Services Mobility Reports & Analytics
User Satisfaction with Visualforce Management Management
Interactions information
Best Practices
Use a Capability Value Map to prove the business case