{"product_id":"salesforcecom-secrets-of-success-best-practices-for-growth-and-profitability-second-edition-9780133517392","title":"Salesforcecom Secrets of Success Best Practices","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cstrong\u003eDavid Taber \u003c\/strong\u003eis 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, Sales\u003cem\u003eLogistix\u003c\/em\u003e, is a certified implementer of Salesforce.com solutions, with 100 clients in North America, Europe, and Asia. Taber also writes for \u003ca href=\"http:\/\/cio.com\/\" target=\"title=\"\u003eCIO.com\u003c\/a\u003e and has a library of more than one hundred fifty articles on Salesforce issues.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTrade Review\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\"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.\"\u003cbr\u003e\u003ci\u003e--Dave Kellogg, CEO, Host Analytics\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e \u003cp\u003e\"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.\" \u003cbr\u003e\u003ci\u003e--Rich Mironov, CEO, Mironov Consulting\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e \u003cp\u003e\"I have reread David Taber's \u003ci\u003eSalesforce.com\u003c\/i\u003e\u003ci\u003e\u003ci\u003e\u003ci\u003e® \u003c\/i\u003e\u003c\/i\u003e\u003c\/i\u003e\u003ci\u003eSecrets of Success\u003c\/i\u003e 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.\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e \u003cp\u003e\"\u003ci\u003eSalesforce.com\u003ci\u003e® Secrets of Success\u003c\/i\u003e\u003c\/i\u003e is my go-to guide for accurately framing a problem, avoiding disaster, and explaining the best solution to my project sponsor. \u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e \u003cp\u003e\"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.\"\u003cbr\u003e\u003ci\u003e--Dan Weiss, Senior Consultant, Appirio\u003c\/i\u003e\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eAcknowledgments xxi\u003cbr\u003eAbout the Author xxiii\u003c\/p\u003e \u003cp\u003eIntroduction xxv\u003cbr\u003e\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eExecutive Summary 1\u003cbr\u003e\u003c\/strong\u003eWhat Every CxO Needs to Know about Salesforce.com 1\u003cbr\u003eWhy Are You Looking at an SFA or a CRM System? 3\u003cbr\u003eKeeping the Big Picture in Focus 6\u003cbr\u003eYour Role in Driving Project Approval 10\u003cbr\u003eYour Role Once the Project Is Under Way 16\u003cbr\u003eYour Role in the Adoption Cycle 25\u003cbr\u003eYour Role after Deployment: Using SFDC to Help Drive the Ship 30\u003cbr\u003eEssential Tools for the Executive 34\u003c\/p\u003e \u003cp\u003ePart I: Planning and Implementation 37\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eChapter 1: Planning Ahead 39\u003cbr\u003e\u003c\/strong\u003eDeveloping a Model of Your Customer Relationship 40\u003cbr\u003eSetting Goals at the Business Level 42\u003cbr\u003eSetting CRM Requirements: Who, Where, What, and Why 43\u003cbr\u003eOrganizing and Publishing Project Documents 47\u003cbr\u003ePrioritizing Requirements 49\u003cbr\u003eWhen Requirements Should Bend 53\u003cbr\u003eKnowing Your Boundaries 54\u003cbr\u003eMaking the Business Case 58\u003cbr\u003eAgile Project Metrics 75\u003cbr\u003eAvoiding the Big Bang Project 76\u003cbr\u003eOutsourcing 78\u003cbr\u003eSetting Executive Expectations 81\u003cbr\u003eGetting the Right Resources Committed 82\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eChapter 2: Reports and Data 85\u003cbr\u003e\u003c\/strong\u003eThe Executive View 86\u003cbr\u003eNew Things You Need to Measure 89\u003cbr\u003eScoping the System via Report Mock-Ups 93\u003cbr\u003eThe Crux: Semantics 94\u003cbr\u003eReports-Inside versus Outside 96\u003cbr\u003eScoping the System via User Screen Design 99\u003cbr\u003eA Guided Tour of the SFDC Object Model 102\u003cbr\u003eWhat's in a Namespace? 108\u003cbr\u003eSFDC's Data Requirements 110\u003cbr\u003eHistorical External Data 123\u003cbr\u003eThe Days of Future Passed 123\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eChapter 3: Preparing Your Data 127\u003cbr\u003e\u003c\/strong\u003eGetting the Lay of the Land 127\u003cbr\u003eMigrating Data from an Existing SFA or CRM System 129\u003cbr\u003eMigrating Data from Other Systems 140\u003cbr\u003eYour Big Weekend: Doing the Import 140\u003cbr\u003eThere's Got to Be a Morning After: Deduping Records 142\u003cbr\u003eThe Morning After the Morning After: Enriching Data 147\u003cbr\u003eThe Ultimate Job Security 148\u003cbr\u003eCreating a Cost Model for Clean Data 151\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eChapter 4: Implementation Strategy 153\u003cbr\u003e\u003c\/strong\u003eBig Bangs and Waterfalls 154\u003cbr\u003eThe Agile Manifesto 155\u003cbr\u003eYou Really Have to Plan: Agile Development Is Not Enough 157\u003cbr\u003eWave Deployment 158\u003cbr\u003eWhat's in a Wave? 159\u003cbr\u003ePlanning the Sequence of Waves: WaveMaps 161\u003cbr\u003eCollecting Resources for a Wave 168\u003cbr\u003eStarting the Wave 173\u003cbr\u003eAs a Wave Takes Shape 176\u003cbr\u003eDirty Little Secret: The Data Are Everything 178\u003cbr\u003eDuring the Wave: Real-Time Scheduling 179\u003cbr\u003eKicked Out of a Wave 183\u003cbr\u003eWave Endgame 183\u003cbr\u003eDeployment 184\u003cbr\u003eGetting Ready for the Next Wave 187\u003cbr\u003ePostimplementation Implementation 188\u003c\/p\u003e \u003cp\u003ePart II: People, Politics, Products, and Process 193\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eChapter 5: People and Organizational Readiness 195\u003cbr\u003e\u003c\/strong\u003eUsing the SFA Maturity Model 196\u003cbr\u003ePart I: What Does Management Want to Achieve, and How Hard Will It Be? 197\u003cbr\u003ePart II: Is Your Organization Ready for Its Target Level? 205\u003cbr\u003ePart III: How Big Is the Gap? 213\u003cbr\u003eUnderstanding the Next Wave of Users 215\u003cbr\u003eUser Training 218\u003cbr\u003eWhat User Readiness Means for Deployment 220\u003cbr\u003ePostdeployment User Frustration 221\u003cbr\u003eHow Many Administrators Does It Take to Screw In a Light Bulb? 222\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eChapter 6: Working the Politics 225\u003cbr\u003e\u003c\/strong\u003eIt's Not Just Big Organizations 225\u003cbr\u003eWho's the Champion? 226\u003cbr\u003eWho Pays for the System Implementation? 231\u003cbr\u003eWho Will Own the System? 233\u003cbr\u003eWho Owns the Data Now? 236\u003cbr\u003eDealing with Review Committees 242\u003cbr\u003eIdentifying and Dealing with Opposition to the Project 243\u003cbr\u003eThe Politics of System Adoption 244\u003cbr\u003eIdentifying and Dealing with Adoption Problems 249\u003cbr\u003eIndoctrination 251\u003cbr\u003eThe Politics of Restriction 252\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eChapter 7: Products You Will Need 255\u003cbr\u003e\u003c\/strong\u003eDon't Overdo It 258\u003cbr\u003eFirst, Seek to Understand 259\u003cbr\u003eNext, Weigh Your Options 264\u003cbr\u003eEssential Toys: Featurettes 270\u003cbr\u003eEssential System Administrator Tools 272\u003cbr\u003eEssential Add-Ons for the Marketer 276\u003cbr\u003eEssential Features for Sales Management 278\u003cbr\u003eEssential Tools for Support 284\u003cbr\u003eEssential Extensions for Finance 287\u003cbr\u003eEssential Features for the Executive 289\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eChapter 8: Optimizing Business Processes 291\u003cbr\u003e\u003c\/strong\u003eWhat Is a Business Process? 292\u003cbr\u003eHow Do Business Processes Fit Together? 293\u003cbr\u003eWhich Business Processes Do You Need to Think About? 296\u003cbr\u003eAnalyzing Business Processes 306\u003cbr\u003eExample Business Process Analysis 311\u003cbr\u003eHow Much Should Be Changed? 316\u003cbr\u003eBest Practices with Business Process Redesign 317\u003cbr\u003eMaking the Changes 321\u003cbr\u003eAfter the Changes Are Made 322\u003c\/p\u003e \u003cp\u003ePart III: Best Practices 325\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eChapter 9: Best Practices for Sales 327\u003cbr\u003e\u003c\/strong\u003eUniversal Best Practices 327\u003cbr\u003ePeople Buy from People 330\u003cbr\u003eJob One: Define and Document the Sales Model 332\u003cbr\u003eSales Development Reps (SDRs) 335\u003cbr\u003eInside Sales Reps 350\u003cbr\u003eOutside Sales Representatives 355\u003cbr\u003eField Sales Engineers or Product Specialists 368\u003cbr\u003eSales Management 369\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eChapter 10: Best Practices in Marketing 397\u003cbr\u003e\u003c\/strong\u003eMarketing Organizations 397\u003cbr\u003eLead Generation and Collection 401\u003cbr\u003eCampaign Management 412\u003cbr\u003eLead Handling 418\u003cbr\u003eLead Cultivation and Nurturing 430\u003cbr\u003eLead Qualification and Conversion 431\u003cbr\u003ePartner Marketing 434\u003cbr\u003eCustomer References 434\u003cbr\u003eAdvertising and Messaging 437\u003cbr\u003ePublic Relations 438\u003cbr\u003eProduct Management\/Product Marketing 440\u003cbr\u003eMarketing System Administrator 444\u003cbr\u003eMarketing Executives 447\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eChapter 11: Best Practices in Customer Support 457\u003cbr\u003e\u003c\/strong\u003eSupport Organizations and SFDC 457\u003cbr\u003eUniversal Support Best Practices 459\u003cbr\u003eThe Customer Order Support Center 471\u003cbr\u003eOrder Expediting, Distribution, and Shipping 474\u003cbr\u003eCustomer Help Desk 475\u003cbr\u003eTechnical and Warranty Support 476\u003cbr\u003eProfessional Services 482\u003cbr\u003eService and Support Executives 485\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eChapter 12: Best Practices in Finance and Legal 489\u003cbr\u003e\u003c\/strong\u003eDriving the Investment Decision 490\u003cbr\u003eKeeping Expectations Reasonable 493\u003cbr\u003eThe Path to Project Success 494\u003cbr\u003eAccounting and Ongoing Operations 495\u003cbr\u003eMergers, Integrations, and Divestitures 506\u003cbr\u003eFundraising 507\u003cbr\u003eLegal 508\u003cbr\u003eHuman Resources 511\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eChapter 13: Best Practices in IT 513\u003cbr\u003e\u003c\/strong\u003eLevel of IT Engagement 514\u003cbr\u003eSkills IT Will Need 518\u003cbr\u003ePlanning for the Implementation 521\u003cbr\u003eImplementation 531\u003cbr\u003eOngoing Usage 541\u003c\/p\u003e \u003cp\u003eIndex 557\u003c\/p\u003e","brand":"Pearson Education (US)","offers":[{"title":"Default Title","offer_id":48883794870615,"sku":"9780133517392","price":25.12,"currency_code":"GBP","in_stock":false}],"url":"https:\/\/bookcurl.com\/products\/salesforcecom-secrets-of-success-best-practices-for-growth-and-profitability-second-edition-9780133517392","provider":"Book Curl","version":"1.0","type":"link"}