Index

A

A/B split testing

AdWords, 407

emails, 410

by executives, 448

SDRs scripts, 340

A-I-D-A sequence, 7

Access to data

auditor concerns, 237

issues, 94

reports, 98

territory management, 380

by users, 222

Accessibility

IT, 521

user, 527528

Account managers for references, 435436

Accounting and ongoing operations

cost containment, 502

investor relations, 505506

process controls, security, and compliance,

503505

profitability analysis, 500501

quote to cash cycle, 495497

workflows and streamlining, 501502

Accounts

creation pages, 404

customer identification, 120121

deduping, 142145

enriching, 148, 280281

finance systems, 498

lockouts, 221

metrics, 90

migrating, 130

Named Account model, 361365

names, 348349

person, 421

planning, 381

reviews, 381382

SFDC object model, 102103, 105, 107

WaveMaps, 164

Accuracy

data, 93

forecasting, 284, 384, 390, 392

leads, 420

vendor bids, 61

Achievable metrics, 7

Active customer base metrics, 92

Active resistance, 249250

Activities

annual, 548550

duplicate records, 550551

forecasting, 389

migrating, 131

monthly, 546547

on-demand, 545

quarterly, 547548

sales manager, 391393

SFA Maturity Model, 199

SFDC object model, 103, 106107

weekly, 545546

Actors

lead process, 311

in systems, 44

ADA (Americans with Disabilities Act), 527

Adams, Henry, 225

Add-ons. See also Tools and products

description, 5556

payment for, 232

in procurement cost estimates, 59

Administration

data maintenance, 150151

implementation planning for, 525527

IT activities, 544554

Administrators

marketing, 444446

requirements, 222223

tools, 272275

Adobe products, 496

Adoption

encouraging, 542543

importance, 12, 8, 195196

Adoption (continued )

politics, 244249

problem management, 249251

Adoption cycle

deployments, 25

executive mandates, 2526

metrics, 2627

politics, 2730

sequence, 26

Advertising

in functional boundaries, 54

marketing, 437438

AdWords

campaigns, 277

leads, 406407

Aggregate data, 238

Agile Alliance, 157

Agile projects

benefits, 2425

in business case, 1213

documents, 19

implementation strategy, 155157

management rejection of, 168

metrics, 7576

Aging leads, 425426

Alerts

data, 94

in storyboards, 101

Aliases, 526

Alphas in numeric data, 134

Americans with Disabilities Act (ADA), 527

Analytics

in functional boundaries, 55

marketing, 440441, 451454

tools, 278

Annual activities, 548550

APEX tools

customized metrics, 388

description, 260261

formulas, 533534

integration with, 267

lead routing, 366, 420

object browsing, 271

unit tests, 184

AppExchange, 256258, 271. See also Tools

and products

Application/process architects, 189

Approvals

champions, 1011

process redesign, 320

Wavemaps, 165

Architectural data, 149150

Architectural models, 524525

Architectural review boards, 189190

Archiving data

backups, 549

guidelines, 551552

leads and contacts, 146147, 428

obsolete documents, 48

old and inactive data, 117, 123124, 133

policies, 522523

tools, 274275

AS-IS diagrams, 310

Assets

in functional boundaries, 55

integration tools, 286287

migrating, 131

WaveMaps, 164

Assignments

resource, 8283

territory management, 380

Assists, metrics for, 90

At-risk index, 462

Attachments, migrating, 132

Audience, social media metrics for, 92

Audit trails, migrating, 138

Auditing, 503

Auditor data access issues, 237

Authentication systems, 542

Auto-response rules

leads, 420

SDRs, 339

territory management, 380

Automation

marketing, 276, 301302, 410411

salesforce, 297301

B

Backups

deduped items, 147

importance, 549

tools, 274275

Bad data

diagnosing, 427

importance, 2

Bandwidth constraints, 240

Banner ads, 406

Beck, Kent, 155

Behavior of data, 17

Behavioral changes

Goldilocks investments, 13

incremental, 217

plugins, 264

Behavioral scoring

leads, 312313, 425426

SDRs, 339

Bending requirements, 5354

Bennett, Elizabeth, 154

Best Case category for forecasts, 387388

Best practices top ten, 1718

Bias in customer support surveys, 462

Big Bang projects

avoiding, 7678

implementation strategy, 154155

Big Brother effect, 23

Big picture focus, 610

Blackout periods in straw-man schedules, 69

Blood commit category for forecasts, 388

Boards of Directors

as champions, 230

as system owners, 235

Bogus numbers, migrating, 134

Bookings forecasts, 33

Boolean values, migrating, 137

Bottom up system adoption, 248

Boundary requirements, 5458

Brooks, Fred, 76

Bubble help, 543

Budgeting politics, 231232

Buffers in straw-man schedules, 70

Bug tracking

customer support, 478

functional boundaries, 55

Business analytics, 55

Business case

cost estimates, 5863

SFDC, 1112

Business deliverables, 159

Business development, 368

Business intelligence

marketing, 440441

SFA Maturity Model, 200201

tools, 289

Business models

for add-ons, 261263

metrics for, 92

Business processes. See Processes

Business rules

in process redesign, 319

validating, 17

Business value, add-ons for, 258

C

Calculations, complex, 533534

Call centers

inside sales, 303304

order management, 304305

SFA Maturity Model, 204205

telemarketing, 303304

tools, 284

Call Scripting tool, 280, 285

Campaigns

add-ons, 277

lead generation, 412418

metrics for, 8990

migrating, 131

names, 413414

running, 417418

setting up, 415416

tools, 277

WaveMaps, 164

CAN SPAM requirements, 404, 428

Capability additions, 9

Carrots

for adoption, 2930, 248249

for change, 217

Case assignment feature, 460

Case histories for customer support, 477478

Cases

migrating, 131

SFDC object model, 105

territory assignment rules, 380

Categories in direct sales, 201203

CCBs (change control boards), 553554

CEOs (Chief Executive Officers)

as champions, 230

in requirements prioritization, 52

as system owners, 235

CFOs (Chief Financial Officers)

as champions, 227

in requirements prioritization, 52

as system owners, 234

Champions

for adoption, 2728, 245

politics, 226231

process redesign, 317

in project approval, 1011

in requirements prioritization, 5253

wave deployment, 170

Change control boards (CCBs), 553554

Change management

overview, 67

and SFDC expectations, 494

Change patterns in wave deployment, 178

ChangeIT tool, 273

Changes

architectural review boards, 189190

behavioral, 13, 217, 264

business process, 1718, 316

post-implementation activities, 188190

user attitudes, 216217

Channels

conflicts with processes, 296

management, 300

Chaos Reports, 77

Chat, 285

Chatter

for adoption, 244245

archiving, 124

benefits, 517518

for collaboration, 160

for communications, 218, 247

dashboard, 273

for good news, 3, 25

mobile edition, 34

sales impact, 331332

sales management, 279

SFDC object model, 106

social CRM, 8, 399400

for support, 285, 469471, 475476,

483484

Cheat sheets, 220

Chief Executive Officers (CEOs)

as champions, 230

in requirements prioritization, 52

as system owners, 235

Chief Financial Officers (CFOs)

as champions, 227

in requirements prioritization, 52

as system owners, 234

Chief Information Officers, 235

Chief Marketing Officers (CMOs)

as champions, 228229

as system owners, 234

Chief Operating Officer (COOs)

as champions, 229

as system owners, 234

Christensen, Clayton, 242, 319

Classes, training, 219

Cleansing tools, 273274

Close date in forecasting, 385

Closed-loop marketing, 411

Closing by outside sales representatives, 361

Cloud

costs, 5860

customer support, 467468

data retention, 523

description, 28

documentation for, 536538

hosted services, 261

level of engagement, 515516

logs, 520

for project documentation, 48

social marketing, 400

vendors, 79

Cloudingo tool, 550

Cluetrain Manifesto, 332

Clutter in reports, 101

CMO Strategic Agenda: Automating Closed-

Loop Marketing, 398

CMOs (Chief Marketing Officers)

as champions, 228229

as system owners, 234

Code comments, 537

Collaboration, AppExchange applications for,

256

Collapsing

contacts and leads, 146, 436437

deduped items, 146

outside sales representative screens, 356

Collateral

enrichment tools, 281282

marketing, 440

Column swaps, migrating, 133

Combining steps in process redesign, 319

Comments for code, 537

Commission management

sales managers, 390391

tools, 283

Committed category for forecasts, 387388

Communication

adoption success, 250

chatter for, 247

metrics for, 90

outside sales representatives, 373

sales manager, 370372

for users, 218

Compensation management, 390391

Competitiveness objectives, 56

Complex calculations, 533534

Complexity from add-ons, 258

Compliance issues

description, 3334

implementation planning, 529

process, 503505

SFA Maturity Model, 200201

SFDC value for, 492

tools for, 288

Computer-telephony integration (CTI) tools, 460

Conferences for leads, 404405

Conflicts in business processes, 315316

Consistency

master record identification, 145

reports, 139

Consultants

benefits, 7980

customer support, 482484

payments for, 232

postsales, 166

wave deployment, 169

Contacts

deduping, 146147

demoting, 433

enriching, 147148

hiding, 428

initial, 337340

lead process, 312314

migrating, 130

outside sales representatives, 358

SFA Maturity Model, 197198

SFDC object model, 102107

sources, 116

tools, 281

WaveMaps, 164, 166

Content edition for marketing, 440

Content enrichment tools, 281282

Content management tools, 274

Continuity

importance, 20

information issues, 522524

Contracts

approval process, 496

customer support, 476477

generation, 496, 510

integration tools, 286287

migrating, 131

SFDC object model, 105

storage, 510

Controller tools, 275

Controls in SFA Maturity Model, 200201

Conversions

data, 134135

leads, 431433

as one-way process, 105

SDRs, 346350

COOs (Chief Operating Officers)

as champions, 229

as system owners, 234

Cost estimates

chargebacks, 62

implementation, 6063

ongoing costs, 63

procurement, 5860

Costs

containing, 502

data perfection, 128129, 380

models, 151

opportunity, 11, 6667

payment for, 231232

tool building, 269

Country codes, migrating, 135

Crash projects, 19

Credibility

system, 10

trust for, 180

Critical reports, 8688

CRMfusion application

deduping, 139, 145, 550

web leads, 423424

Cross-company collaboration, 505

Cross-site request forgery (CSRF), 531

CSV format, 116, 135, 404

CTI (computer-telephony integration) tools,

460

Cultivating leads

process, 340345, 430431

workflow, 313314

Customer cycle, 4042

Customer Self Service Portal, 443

Customer support, 457

best practices, 459471

as champions, 230

cloud, 467468

consulting, 482484

executives, 485486

guidelines, 466467

health indicators, 31

help desk, 475476

metrics for, 9192

mobility, 477

model development, 468469

optimizing, 305306

order expediting, distribution, and

shipping, 474475

order support center, 471473

outsourcing, 481

partners, 483

for references, 435

SFA Maturity Model, 199200

SFDC value for, 491

social service, 469471

support organizations, 457459

surveys, 461463

as system owners, 235

technical and warranty support,

476480

tools and products, 285

training, 482

WaveMaps, 165

Customers

acquisition costs, 92

asset migration, 131

data purity perspective, 129

feedback, 442444

focus on, 17

in functional boundaries, 55

health indicators, 3132

identification, 120121

lead process, 313

life-cycle profitability, 4

portals, 286, 443

references from, 434437

relationship models, 4042

reputation metrics, 92

D

Dangling inquiries, 316

Dashboards

add-ons, 272273

logistics, 445446

multiple versions, 452

sales activity, 280

versions, 486

Data

access, 94, 222, 237, 380

aggregate, 238

architectural, 149150

archiving. See Archiving data

attributes, 9394

cleansing and enriching, 80, 273274

cost models, 151

deduping, 142147

enriching, 147148

migrating. See Migration

model decisions, 524525

ownership issues, 236241, 379

pollution, 127

reporting. See Reports

retention policies, 123124

roadmap of, 127128

sharing, 318, 503

validation, 112

Data administrators, 444

Data dictionaries, 96

Data/integration architects, 189

Data Loader tool, 140141, 272

Data quality

implementation planning, 522524

implementing, 534539

wave deployment, 178179

Data warehouses, 289

Dates, migrating, 138

Dead contacts, 312313

Deal management, 199200

Decay scoring for leads, 426

Decisions

go/no-go, 187

investment, 490493

objectives, 5

Deduping

data, 142147

opportunities, 353

tools, 273, 276

Default values

migrating, 137

in reports, 102

Defect tracking systems

customer support, 478

functional boundaries, 55

TDeleting data, 124

disabling, 123, 525

documents, 48

duplicate, 146

problems from, 347

DemandTools, 116

Deming, W. Edwards, 291

Demoting contacts, 433

Denormalizing data, 114

Dependencies in WaveMaps, 164165

Deployment

project managers, 541

readiness factor, 220221

wave. See Wave deployment

Depth of tool integration, 266

Desk.com product, 468

Diagrams

lead process workflow, 314315

PERT, 70

process analysis, 310311

Direct indicators in surveys, 463

Direct sales complexity categories, 201203

Disaster recovery issues, 516

Discounts

procurement costs, 60

SFDC purchases, 492

Discoveries in wave deployment, 176178

DiscoverOrg service, 429

Distribution

customer support, 458

orders, 474475

Divestitures, 506507

Documentation for cloud, 536538

Documents

in functional boundaries, 55

management tools, 274

marketing, 440

online storage, 48

organizing and publishing, 4748

Docusign product, 496

Don't Make Me Think, 462

Drip marketing campaigns

conversion rates, 339

description, 411

email blasters, 276

SDRs, 339

Drucker, Peter, 1, 39

Dubious requirements, 5152

DupeCatcher tool, 421

Duplicate records

dealing with, 550551

deduping, 142147, 273, 276, 353

diagnosing, 427

migrating, 138139

E

Early adopters, 206

EC Directives, 238240

EchoSign product, 496

Eclipse plug-ins, 273

eCommerce in functional boundaries, 54

eCommerce management

process elements, 301

SFA Maturity Model, 204

tools, 277

Education and training

AppExchange applications, 256

customer support, 482

features for, 520

IT staff, 521

readiness, 218220

wave deployment, 184

Efficiency metrics, 91

Effort levels for tools and products, 263264

EIA (Enterprise Application Integration)

vendors, 266

8020 sales rule, 328

Electronic document and signature tools, 287

Eloqua tool

change from, 56

closed-loop marketing, 411

leads, 150

split-brain approach, 115, 419

Email to salesforce feature, 279, 358

email2case feature, 116117, 285, 460, 539

EmailAppenders service, 429

Emails

blasters, 150, 240, 276

integrating, 116117

interruptions from, 517518

leads, 403, 409411

migrating, 136

opt out, 428429

sales rep communication, 373

SDRs, 339

team communication, 371372

Employee manager database, 288289

End state in lead process, 311

Enrichment

data, 80, 147148, 273274

leads, 147148, 429430

tools, 273274, 280281

Enterprise Application Integration (EIA)

vendors, 266

Entitlement tracking tools, 287

Escalation path, 2122

European privacy laws, 238240

Events

lead generation, 406

SFDC object model, 106

ExactTarget tool, 115, 419

Excel

data conversion, 134135

for reports, 9798

Excel Connector tool, 272

Executive decisions, SFDC value for, 491

Executive expectations

resetting, 78

setting, 8182

Executive mandates in adoption cycle,

2526

Executive meetings, 33

Executive view for reports and data, 14,

8689

Executives

customer support, 485486

features for, 289290

marketing, 447454

process redesign, 317

project approval, 10

requirements prioritization, 4950

sponsorship, 22

tools, 34

Expectations

lowering, 52

performance, 28

reasonable, 493494

resetting, 78

setting, 8182

Expediting orders, 458, 474475

Expense tracking tools, 287289

Explicit scoring for leads, 425426

Exporting data, 94, 9798

Extensions

migrating, 136

tools and products, 265267

External add-ons, 260

External data, 117123

External integration codes, 143

External keys, 523

External resources in wave deployment, 169

External system screens, 100

External systems, 5556

F

Facebook sales impact, 331

Fail fast attitude, 183

Failed IT projects, studies on, 77

Features and featurettes

benefits, 270272

limiting, 540

system adoption, 248

in tool building, 269

wave deployment, 182

WaveMaps, 167

Federating systems of record, 266

Fees

AppExchange, 263

in politics, 231232

procurement, 60

Field sales engineers, 368369

FieldTrip tool, 273

Finance and legal, 489490

AppExchange applications, 256

cost containment, 502

expectations, 493494

extensions, 287289

fundraising, 507508

human resources, 511

information retention, 508509

integration with, 498500

investment decisions, 490493

investor relations, 505506

mergers, integrations, and divestitures,

506507

privacy and personal information, 509510

profitability analysis, 500501

project success factors, 494495

quote to cash cycle, 495497

readiness, 210212

workflows and streamlining, 501502

Fixed-price bidding, 61

Fixed schedules, 19

Flexibility vs. features, 540

Focus

big-picture, 610

customer, 17

leads, 402

Follow-up tasks, 349

Forecast delegation feature, 387

Forecasting, 3233

accuracy, 284, 384, 390, 392

analytics tools, 289

cycle, 389390

finance systems, 499

interpreting, 387388

mechanics, 384387

outside sales representatives, 359360

price lists for, 442

sales managers, 384390

sales metrics for, 91

SFA Maturity Model, 199

tools, 283284

Foreign characters in migration, 134

Format/layout in reports, 101

Formulas, 533534

Fowler, Martin, 155

Free stuff, 271

Free-text fields, 111113

Freeware, 182

French, S. Nelson, 327

Freshness date of leads, 420

Friendly names for leads, 423

Fundraising, 507508

Fundraising organizations, 205

Future of data maintenance, 149150

G

Gamification in customer support, 471

GAMs (global account managers), 361

Gantt charts

Big Bang projects, 155

straw-man schedules, 70

Gap assessment for readiness, 213214

Geekthusiam, 248

Global account managers (GAMs), 361

Global optimization, 18, 319

Go-live dates, 123

Go/no-go decisions

resource assignment meetings, 8283

wave deployment, 187

Goals

actors, 44

setting, 4243

SFA Maturity Model, 201205

wave deployment, 173

Goldilocks investment, 1213

Good-news stories, 3, 218

Google AdWords

campaigns, 277

leads, 406407

Google Applications, 272

Google Doc for cloud documentation, 537

GoToMeeting service, 405

Government applications, 256

Groups for wave deployment, 159

Grove, Andy, 532

H

Hand-offs to sales, 346350

Happy ears phenomenon, 52

Headcount cost payments, 232

Health indicators, 3032

Healthcare AppExchange applications, 256

Help desks

benefits, 543

customer support, 458459, 475476

wave deployment, 186

Help resources, 40

Heroes in system adoption, 246247

Hiding

leads and contacts, 428

reports, 504

Hippocratic oath for data stewardship, 237

Historical data

external, 123

migrating, 117118

History fields for leads, 416

History tracking in wave deployment,

178179

Hockey-stick patterns, 389

Hosted services for integration adaptors,

266

Hotel California effect, 258

Human resources

AppExchange applications, 256

implementing, 511

Hysteresis, 544

I

IBM/Lotus Notes integration, 530

Iceberg phenomenon, 24

ILP (information leak protection), 516517

Immediate change, 18

Implementation process, 531533

cost estimates, 6063

data quality, 534539

IT direct involvement, 539541

project management and deployment, 541

Implementation strategy, 153154

Agile Manifesto, 155157

architectural review, 189190

Big Bangs and waterfalls, 154155

planning, 157158, 521531

post-implementation, 188190

wave deployment. See Wave deployment

Implicit indicators in surveys, 463

Implicit scoring for leads, 425426

Importing

IT support for, 539

spreadsheets, 422424

In-house personnel for wave deployment, 169

Inactive data, archiving, 123124

Inbound call centers

SFA Maturity Model, 204205

tools, 284

Incentives

adoption politics, 2930, 248249

customer support, 485486

management tools, 283

for processes, 295

sales best practices, 330

wave deployment, 172

Incidental costs payment, 232

Incidental information, 113

Incomplete data, migrating, 133

Increased revenues, quantifying, 6768

Incremental development model, 12

Incremental management emphasis, 28

Indirect sales teams, 204

Indoctrination, 251

Influence

campaign feature for, 413

social media metrics for, 92

Information leak protection (ILP), 516517

Information retention legal issues, 508509

Information sharing, 18, 318

Infrastructure costs, payment for, 232

Inherited objects, 103

Initial contacts, 337340

Initial intentions in wave development teams,

174

Initial setup for SDRs, 336337

Inputs, requirements, 16

Inside out system adoption, 246247

Inside reports vs. outside, 9699

Inside sales

activity management, 392

adoption, 26

emails from, 341

lead cultivation, 313

opportunities, 350351

order operations for outside sales, 351355

process elements, 303304

WaveMaps, 166

Inspector tools, 275

Instances, SFDC, 524

Integration

finance systems, 498500

implementation planning, 529530

requirements, 119

strategy and operation, 506507

tools and products, 265267

Interaction

data, 100101

social media metrics for, 92

Intermediate states in lead process, 311313

Internal data, 110114

Internal safeguards, 530531

International price lists, 442

Internationalization

customer support, 481

process redesign, 320

in tool building, 269

Wave deployment, 163

Internet advertising, 406

Intransigence of processes, 494

Inventory

in functional boundaries, 55

integration tools, 286287

Investment bankers in SFA Maturity Model,

205

Investment decisions, 490493. See also

Finance and legal

Investor relations (IR), 505506

IT organization, 513

accessibility of, 521

administration guidelines, 544554

annual activities, 548550

Tarchiving data, 551552

duplicate records, 550551

implementation planning, 521531

implementation process, 531541

level of engagement, 514517

monthly activities, 546547

on-demand activities, 545

ongoing usage, 541542

quarterly activities, 547548

readiness, 212213

skills requirements, 518521

weekly activities, 545546

K

Keys

for data quality, 523

unique universal, 121122

Knowledge Base, 286

Krug, Steve, 462

L

Languages for tool building, 269270

Large organizations, politics in, 225226

Leads

actors, 311

capture and insertion, 420424

from contacts, 433

conversion, 431433

cultivating and nurturing, 313314,

340345, 430431

customer references, 434437

deduping, 146147

email marketing, 401404, 409411

enriching, 147148, 429430

evaluating, 418419

events, 406

generation campaigns, 412418

Google AdWords, 406407

hiding, 428

inside sales. See Inside sales

Internet advertising, 406

life cycle, 311315

marketing best practices, 449

metrics for, 90

migrating, 131

in Named Account model, 430

names, 423

objects and intermediate states, 311313

opt out, 428429

partners, 366367, 434

process elements, 302

qualification, 312, 340345, 431433

sales best practices, 329

scoring and aging, 425426

search engine marketing, 407408

SFA Maturity Model, 197198

SFDC object model, 103106

sources, 116

split-brain approach, 114115, 419

spreadsheet imports, 422424

start state and end state, 311

territory management, 380

tools, 281

tradeshows and conferences, 404405

WaveMaps, 164, 166

Web, 422

Webinars, 405

workflow diagrams, 314315

Legal organization. See also Finance and legal

readiness, 210212

WaveMaps approvals, 165

Levels in SFA Maturity Model, 196205

Licenses

functional boundaries, 55

integration with, 286287

Life sciences AppExchange applications, 256

Lifetime revenue and profitability metrics, 92

Line-item quoting, 282, 352353

Linked processes, 17, 317

LinkedIn

leads, 343, 431

sales impact, 331

Lockouts, 221

Log on locations, 221222

Login IDs, 526

Logs, cloud, 520

Long-text fields, 113

Lookup fields, 111112

Lowered costs, quantifying, 6466

Luddites

dealing with, 240251

as deployment factor, 220

M

M&A (mergers and acquisitions), 506507

Macro priorities in wave deployment, 175

Main themes of value in wave deployment, 159

Maintenance windows, 28

MAMs (major account managers), 361364

Management by exception (MBE), 2

Management council, 22

Management in sales best practices, 327328

Manual exceptions, 18, 318

Manual lead entry, 421422

Manufacturing applications, 256

Marketing, 397

add-ons, 276278

advertising and messaging, 437438

analytics, 440441, 451454

AppExchange applications, 256257

automation, 301302, 410411

best practices, 448451

business intelligence, 440441

collateral and documents, 440

early stages, 398

executives, 447454

in functional boundaries, 54

health indicators, 30

lead generation, 401404

metrics, 8990, 451454

polling and customer feedback, 442444

price lists, 441442

process requirements, 320

procurement costs, 60

public relations, 438439

readiness, 208209

in requirements prioritization, 53

sales best practices, 329

sales interactions, 398399

SFDC value for, 491

social media, 7, 399401

split-brain approach, 114115

system administrators, 444446

Marketo Response tool, 115

Mass-transfer wizard, 380

Master record identification, 145

Maturity Model, 196205

Mavens in system adoption, 246247

Maximizing customer life-cycle profitability, 4

Mean time to resolve (MTTR) metric, 470471

Meaning of data, 17

Meaningful metrics, 7, 26

Media for AppExchange applications, 257

Median scores, 196

Medical AppExchange applications, 256

Mergers and acquisitions (M&A), 506507

Messaging, marketing, 437438

Metadata in data dictionaries, 96

Metrics and measurements

account development, 90

achievable and meaningful, 7

adoption cycle, 2627

Agile projects, 7576

best practices, 18

business model, 92

customer support, 9192

marketing, 451454

process redesign, 319320

processes, 295

reports for, 8992

sales, 91

social CRM and customer reputation, 92

success, 910

waterfall, 1920

Microsoft Office integration, 530

Microsoft Project, 70

Microsoft Word, data corruption from, 135

Migration

existing SFA/CRM systems, 129140

historical data, 117118

importing process, 140141

IT support for, 539

from other systems, 140

Milestones, avoiding, 77

Miller-Heiman tool, 281

Mixed teams as system owners, 235236

Mobile edition, 279, 284

Mobile tools, sales best practices, 329

Mobility

executive tools for, 290

support, 284, 477

Mock-ups, report, 9394

Models

for add-ons, 261263

customer relationship, 4042

pricing, 263

SFA Maturity Model, 196205

Monthly activities, 546547

Monthly procurement fees, 5859

MTTR (Mean time to resolve) metric, 470471

Mythical Man Month (Brooks), 76

N

Named Account model

leads in, 430

for sales, 361365

Names

accounts, 348349

campaigns, 413414

considerations, 108110

data, 522523

leads, 312

vs. leads, 402

leads, 423

opportunities, 349

Namespaces, 108110

Native plug-ins, 259261

Natural collaboration, 8

Nondisclosure statements, 239

Nongoals

setting, 910

wave deployment, 173

Nonprinting characters, migrating, 134

Nonprofits

AppExchange applications, 257

fundraising, 508

SFA Maturity Model, 205

Notes, migrating, 132

Nurturing leads, 340345, 430431

O

Object model, 102108

Objects in lead process, 311313

Obsolete documents, 48

Occluded indicators in surveys, 463

Off-the-shelf integration adaptors, 266

Office integration, 530

Offline edition, 279280

Offshoring

customer support, 481

evaluating, 7880

lead cultivation and nurturing, 344

order operations, 352

Old data, archiving, 117, 123124, 133

Old organizations, politics in, 225226

Old pointers and ID numbers, migrating, 138

Oldroyd, James, 449

On-demand activities, 545

Ongoing cost estimates, 63

Online document storage, 48

Open Air product, 483

Opportunities

deduping, 145146, 353

finance systems, 498

inside sales, 350351

lead process, 313314

migrating, 130

names, 349

outside sales representatives, 356, 358359

sales best practices, 329

SFA Maturity Model, 198199

SFDC object model, 102107

WaveMaps, 164, 166

Opportunity costs, 11, 6667

Opposition, identifying and dealing with,

243244

Opt-out mechanisms

emails, 341, 404

leads, 428429

Optimizing business processes, 291292

analysis, 306311

best practices, 317320

call centers, 303305

candidate process selection, 307308

change amount, 316

change steps, 321322

customer service, 305306

diagrams, 310311

lead process example, 311315

linkages, 293294

marketing automation, 301302

problem areas, 294296

process identification, 296297

processes defined, 292293

results monitoring, 322323

salesforce automation, 297301

Orders and order management

configuration tools, 282283

customer support, 458, 471473

expediting, distribution, and shipping,

458, 474475

functional boundaries, 5455

inside sales operations, 351355

outsourcing, 352

process elements, 304305

SFA Maturity Model, 200

tools, 282283, 287

Organization charts with WaveMaps, 161163

Organizational readiness. See Readiness

Organizational scorecarding tools, 289

Organizing documents, 4748

Outbound call centers

SFA Maturity Model, 204

tools, 284

Outbound messaging integration, 267

Outlook synchronization, 504

Outside help, 45

Outside reports vs. inside, 9699

Outside sales representatives, 355357

business development, 368

forecasting and pipelines, 359360

mandates for, 372375

Named Account model, 361365

opportunities, 356, 358359

order operations, 351355

partner management, 365368

quoting and closing, 361

Outsourcing

customer support, 481

evaluating, 7880

lead cultivation and nurturing, 344

order operations, 352

Ownership

data, 93, 236241, 379

in data dictionaries, 96

migrating, 137138

report data, 102

system, 233236

territories, 363

P

Packages for native plug-ins, 259

Page layout tool for leads, 430431

Pain point identification, 43

Paper elimination

best practices, 318319

business processes, 17

cost savings, 307

SDRs, 339

Parallel play transition, 186187

Paranoia, 532533

Parent-child relationships, 103, 144

Partner Resource Management (PRM) product,

365, 443, 483

Partners and partner management

customer support, 483

leads, 434

outside sales representatives, 365368

portals, 282, 365368, 443

sales managers, 382384

Passive resistance to adoption, 249250

Passwords

forgotten, 221

in security, 504

Payments

clearing tools, 277

in politics, 231232

People readiness. See Readiness

Per-seat fees, 263

Perfect data, 128129, 380

Performance

expectations, 28

metrics for, 9

sales manager management, 393394

in tool building, 269

Person accounts, 421

Personal action items, 10

Personal information

avoiding, 111

legal issues, 509510

Personas in systems, 44

PERT diagrams, 70

Phased deployments

benefits, 78

bid accuracy, 61

Phone number migration, 136

Pick lists

data entry, 111112

migrating, 137

namespaces, 108

Pilot migrations, 139140

Pipeline category for forecasts, 387388

Pipelines

health indicators, 31

managing, 375376

outside sales representative forecasts,

359360

sales metrics, 91

SFA Maturity Model, 197198

PITA skew in surveys, 462

Pivot tables, 97

Planning issues, 39

Agile project metrics, 7576

Big Bang projects, 7678

boundaries, 5458

business case, 1112, 5863

customer relationship model, 4042

documents, 4748

executive expectations, 8182

goals settings, 4243

implementation, 157158, 521531

outsourcing, 7880

requirements bending, 5354

requirements priorities, 4953

requirements setting, 4347

resource commitments, 8283

returns, 6368

straw-man schedules, 6975

Plug-ins. See Tools and products

Podcasts for training, 219

Policies

data retention, 123124, 523

input, 16

Political drivers, 57

Politics, 225

adoption, 2730, 244251

business processes, 21

champions, 226231

data ownership, 236241

importance, 23, 225226

indoctrination, 251

for leverage, 20

opposition, 243244

and organization size, 225226

payers in, 231232

process change, 316

restriction, 252

review committees, 242243

system ownership, 233236

Polling in marketing, 442444

Portals

partner, 282, 365368, 443

self-service, 463466, 476

Positive incentives for adoption, 2930, 248

Post-deployment user frustration, 221222

Post-implementation activities, 188190

Post mortems, 405

Postal code migration, 136

Postsales consultants, 166

Potential advantages, identifying, 43

PR/Analyst Relations tool, 277278

PR Manager plugin, 438439

PR team for references, 435

Practical change, 18

Presales engineers in WaveMaps, 166

Price lists

line items, 122

marketing, 441442

migrating, 130

WaveMaps, 164

Prices

de-emphasizing, 61

fixed, 19

Pricing models in AppExchange, 263

Print Anything tool, 273

Priorities

leads and contacts, 425

requirements, 4953

SDRs, 339

SFDC, 1314

wave deployment, 175

Privacy issues, 238240, 509510

Private equity in SFA Maturity Model, 205

Privileges

restrictions, 445

SFDC object model, 108

PRM (Partner Resource Management) product,

365, 443, 483

Probabilities vs. sales stages, 386387

Probability adjustment field, 360

Problem-tracking systems, 286

Process controls, 503505

Processes

changes, 1718

input, 16

linked, 17

metrics for, 9

optimizing. See Optimizing business

processes

politics, 14

Procurement cost estimates, 5860

Product line items migration, 130

Product lists in WaveMaps, 164

Product specialists, 368369

Productivity, AppExchange applications, 256

Products. See Tools and products

Professional services

AppExchange applications, 257

customer support, 459, 482484

Professional services automation (PSA)

systems, 483

Profile-level privileges, 108

Profile scoring for leads, 425426

Profitability

analysis, 500501

objectives, 4

Profits

from existing customers, 4

sales best practices, 328

Project deliveries, 24

Project reviews, 2224

Projects

approval process, 1016

success factors, 494495

Proposal generators, 282283

Prospecting inside sales, 337340

Prospecting-to-order formulation process, 298

Provenance in data dictionaries, 96

Proxy identifiers, 116

PSA (professional services automation)

systems, 483

Public relations

marketing, 438439

tools, 277278

Publicizing good news, 3, 218

Publishing documents, 4748

Pull deployment, 160

Purchase history in SFA Maturity Model, 200

Push deployment, 160

Q

Qualifying leads, 312, 340345, 431433

Quality

in data dictionaries, 96

implementation planning, 522524

implementing, 534539

leads, 402, 448449

metrics, 90

tools, 273274

wave deployment data, 178179

Quantifying returns

increased revenues, 6768

lowered costs, 6466

opportunity costs, 6667

Quarterly activities, 547548

QueryAll operator, 124

Queues for inside sales, 338

Quick wins, 71

QuickArrow product, 483

Quotas

sales managers, 376378

SFA Maturity Model, 199

Quote to cash process, 298, 495497

Quoting

inside sales, 351353

outside sales representatives, 361

price lists for, 442

SFA Maturity Model, 199200

tools, 282, 287

R

Raw data, exporting, 98

Reaction time of data, 93

Readiness, 195196

administrator requirements, 222223

assessing, 205206

as deployment factor, 220221

finance and legal organization, 210212

gap assessment, 213214

IT and Web team organization, 212213

marketing organization, 208209

post-deployment user frustration, 221222

sales organization, 206207

services organization, 209210

SFA Maturity Model, 196205

user factors, 215218

user training, 218220

Real estate applications, 257

Real-time scheduling, 179182

Real-time service agent chat, 285

Recommendations, sales impact of, 330

Record histories, migrating, 138

Recording training sessions, 219220

References

in lead process, 313

tools, 278

Rejected leads, 312

Reliability in master record identification, 145

RemedyForce product, 467

Repeat business metrics, 92

Replication, 549

Reports, 85

considerations, 32

consistent, 139

customer and account data, 120121

executive view, 8689

external data, 117122

hiding, 504

historical external, 123

inside vs. outside, 9699

internal, 110114

limiting, 376

logistics, 445446

metrics for, 8992

migrating historical data, 117118

mock-ups, 9394

multiple versions, 452

namespaces, 108110

operational people, 8889

price lists, 122

sale manager relationships, 378379

self-healing data, 115117

semantics, 9496

SFDC object model, 102108

tools, 278, 289

unique keys, 121122

user screen design, 99101

versions, 486

visibility, 85

Reports to field, 356

Reputation metrics, 92

Required fields

migrating, 137

reports, 102

Requirements

bending, 5354

boundaries, 5458

incorrect, 77

incremental, 156

inputs, 1617

prioritizing, 4953

setting, 4347

SFDC, 1314

superfluous, 119

wave deployment, 175

Resetting executive expectations, 78

Resistance

to adoption, 27, 249251

to change, 6, 216217

to updating, 101

Resources

assigning, 8283

commitments, 1516

outsource, 7880

wave deployment, 168172

Response times

data, 93

leads, 449

Responsiveness metrics, 9091

Restrictions

politics of, 252

privilege, 445

Results, sales metrics for, 91

Retail AppExchange applications, 257

Return on investment (ROI) evaluation, 491

Revenue

estimating, 6768

forecasts, 33

increases, 4

in process redesign, 317

sales manager planning, 376378

unreliability, 4

Review committees

dealing with, 242243

WaveMaps, 165

Reward levels for tools, 263264

Rewards

adoption politics, 2930, 248249

wave deployment, 172

Rework in tool building, 269

RingLead tools

deduping, 116, 139, 145, 434, 550

leads, 347, 422

Risk management in wave deployment, 187

Risk tolerance, 493

Roach-motel effect, 258

ROI (return on investment) evaluation, 491

Roles

actors, 44

territory management, 380

Roll-up fields, 123, 349, 436, 496

S

S-controls, 261

Safe Harbor certification, 510

Safe harbor policy statements, 239

Sales, 327

best practices, 327330

field sales engineers and product

specialists, 368369

health indicators, 3031

inside sales reps, 350355

methodology enablers, 281

metrics for, 91

organization readiness, 206207

process elements, 297298

procurement costs, 60

sales managers. See Sales managers

sales model, 332335

SDRs. See Sales Development Reps (SDRs)

SFDC value for, 491

social media, 330332

split-brain approach, 114115, 419

Sales Activity Dashboard tool, 280

Sales cycles, 4142, 297298

Sales Development Reps (SDRs), 335336

activity management, 392

conversion and hand-off to sales, 346350

initial setup, 336337

lead cultivation, nurturing, and

qualification, 340345

prospecting and initial contacts, 337340

Sales managers, 369370

account planning, 381

account reviews, 381382

Sales managers (continued )

activity management, 391393

AppExchange applications, 257

as champions, 229

commission/compensation management,

390391

communication by, 370372

data ownership, 379

features, 278284

forecasting, 384390

partner management, 382384

performance management, 393394

pipeline management, 375376

process elements, 298299

rep mandates, 372375

in requirements prioritization, 4950, 53

revenue planning, 376378

territory management, 378380

WaveMaps, 167

Sales representatives

outside. See Outside sales representatives

in requirements prioritization, 4950

scorecards, 283284

SDRs. See Sales Development Reps (SDRs)

Sales stages vs. probabilities, 386387

Salesforce automation, 297301

Salesforce for Google Adwords tool, 277

Salesforce for Outlook feature, 279

Salesforce-to-Salesforce feature, 365, 409, 507

Sample bias in surveys, 462

SAMs (strategic account managers), 361

Sandbox tool

add-ons testing in, 259

benefits, 274

for testing and debugging, 132

WaveMaps, 164

Sarbanes-Oxley Act

compliance, 3334, 170, 201, 504

data access issues, 237

process handoffs, 223

record retention, 146, 353354

tools for, 288

Satisfaction metrics, 91

Scenarios, 4445

Schedules

spreadsheets, 81

straw-man, 6975

wave deployment, 179182

Scope creep

avoiding, 77

warning signs, 24, 181

wave deployment, 181

Scoping wave deployment requirements, 173

Scorecarding tools, 289

Scoring

leads, 312313, 425426

SDRs, 339

ScreenCam tutorials, 543

Scripts

lead qualification, 431432

SDRs, 339340

tool building, 270

SDRs. See Sales Development Reps (SDRs)

Search engine optimization (SEO) leads,

407408

Searches

existing data, 347

in reports, 100

SEC regulations

data access issues, 238

tools, 288

Secure Sockets Layer (SSL), 528

Security

implementation planning, 528529

internal safeguards, 530531

IT issues, 516

mandates, 241

privacy and personal information, 509510

SFDC object model, 108

systems, 503505

Self-healing data, 115117

Self-service portals, 463466, 476

Self-support, 8, 269

Selling, social, 78

Semantic bias in surveys, 462

Semantics

overview, 15

reports and data, 9396

SEO (Search engine optimization) leads,

407408

Service, social, 8

Service and support applications, 257,

468469

Services organization readiness, 209210

SFA Maturity Model, 196205

SFDC object model, 102108

Shipping

customer support, 458

orders, 474475

Signature management tools, 287

\Significant data relationships, 94

Simplicity

process redesign, 317

wave deployment, 174

Singham, Roy, 156

Single-system views of data, 265

Site sponsorships for leads, 406

SKUs, 122, 442

Skype function

international customer support, 481

tools, 284

wave deployment, 177

SLA tracking tools, 287

Slam sheets, 243

Slash cut transitions, 186

Small organizations, politics in, 225226

Snapshots, 549

Social CRM

drivers, 79

marketing, 399401

metrics for, 92

Social media

benefit estimates, 67

customer support, 469471

in functional boundaries, 54

marketing, 399401

monitoring system, 331

sales, 330332

tools, 277

Software AppExchange applications, 257

Software modules, 266

Solutions

migration, 131

SFDC object model, 105

Source, data, 93

Spam complaints, 410

SPIN Selling tool, 281

Split-brain approach

leads, 419

overview, 114115

Split testing

AdWords, 407

emails, 410

by executives, 448

SDRs scripts, 340

Sponsorship, 2122

Spreadsheets

lead imports, 422424

schedules, 81

Spurious fields, 427

Squeaky wheel phenomenon, 51

SSL (Secure Sockets Layer), 528

Standards, multiple, 101

Start state in lead process, 311

State codes, migrating, 135136

Statements of work in implementation costs, 61

Sticks

for change, 217

for system adoption, 29, 246

Storage

contracts, 510

online, 48

Storyboards, 100101

Strategic account managers (SAMs), 361

Strategies

implementation. See Implementation

strategy

importance, 2

M&A and divestitures, 506

marketing, 453

Straw-man schedules, 6975

Streamlining, 492, 501502

Success factors, 494495

Suggestion boxes, 552

Sulzberger, Arthur Hays, 85

Superfluous requirements, 119

Support and administration

customer. See Customer support

implementation planning, 525527

metrics for, 9192

procurement costs, 60

social, 89

tools and products, 285

Support fees in procurement costs, 60

Supporting detail for data, 94

Surprise element, 21

Surveyor bias in surveys, 462

Surveys

customer, 435, 461463

tools, 278

System administration

applications, 257

architectural review boards, 189190

marketing, 444446

System adoption

encouraging, 542543

importance, 12, 8

politics, 244249

problem management, 249251

readiness, 195196

System functionality metrics, 9

System out adoption, 248249

System ownership issues, 233236

T

Tactical marketing personnel, 166

Target Accounting Selling tool, 281

Target segments for AdWords, 406

Tasks

annual activities, 548550

monthly activities, 546547

on-demand activities, 545

outside sales representatives, 358

quarterly activities, 547548

SFDC object model, 106107

system administrators, 446

weekly activities, 545546

Tchochkes in wave deployment, 172

Team members

time requirements, 22

wave deployment, 170

Technical dependencies in WaveMaps,

164165

Technical metadata, 96

Technical requirements in wave deployment,

174

Technical support

customer support, 459, 476480

process elements, 305306

for references, 435

Technogeeks, 248

Telemarketing process elements, 303304

Telephony

integration tools, 284

support, 285

Terminology

processes, 295296

projects, 15

Territories

management, 378380

ownerships, 363

Test resources, 20

Testimonials, 435

Tests in tool building, 269

Themes in WaveMaps, 167, 169170, 175

Third-party fees, 232

Thoreau, Henry David, 255

Thresholds

best practices, 18

data, 94

process redesign, 319320

Throughput metrics, 90

Tightness of tool integration, 266

Time-based scoring for leads, 426

Time boxing in wave deployment, 179180

Time horizons in data migration, 127

Time zones

customer support, 481

order operations, 352

Timeliness of data, 93

Timing issues with add-ons, 259

Title field for outside sales representatives,

356

TO-BE diagrams, 310311

Tools and products, 255258

add-on differences, 259261

administrator, 272275

building, 268

business models for, 261263

effort and reward levels, 263264

executives, 34, 289290

featurettes, 270272

finance, 287289

integration vs. extension, 265267

limiting, 258259

marketers, 276278

migrating, 130

pricing models, 263

sales management, 278284

support, 285

vendor factors, 275

Top down system adoption, 245

Top ten best practices, 1718

Top ten worst practices, 1921

Toys

for change, 217

featurettes, 270272

Tradeshows for leads, 404405

Training

AppExchange applications, 256

customer support, 482

features for, 520

IT staff, 521

readiness, 218220

for references, 435

wave deployment, 184

Transition types in wave deployment, 186187

Trash characters in migration, 133

Trash leads, 341

\Trends, data, 94

Triggers, data, 94

Trust for credibility, 180

Two-window approach for tools, 265

Types, data, 96, 112

U

U change patterns, 178

Unambiguous permissions and personal

information, 240

Uncertainty from add-ons, 258

Unclear processes, 294

Undifferentiated processes, 294

Unique keys, 121122, 523

UniqueEntry tool, 421

Unit tests, 184

Use cases, 4445, 406

User account creation pages, 404

User Adoption dashboard, 273

User architects, 189190

User costs, payment for, 232

User expectations, lowering, 52

User productivity, AppExchange applications

for, 256

User-registration screens, 403

User screen design, 99101

User training

readiness, 218220

wave deployment, 184

Users

accessibility issues, 527528

adoption by. See Adoption

aliases, 526

authentication systems, 542

change attitudes, 216217

communicating with, 218

participation by, 20

post-deployment frustration, 221222

readiness, 215218

record access, 222

resistance to data, 101

WaveMaps, 165168

V

Validation

business rules, 17

data, 112

Validation rules, training for, 520

Value engineering, 70

Velocity, sales metrics for, 91

Vendors

benefits, 7980

tools and products, 275

Venture capitalists, 205, 508

Vertical Response tool, 115, 419

Videoconferencing tools, 280

Views for reports, 14, 8689, 100

Virtual help desks

benefits, 543

wave deployment, 186

Virtual war rooms, 25, 186, 371

Visibility

data, 85

importance, 2

objectives, 5

report data, 102

Visual inspection in data migration, 132

VisualForce, 388, 506

VLOOKUP formulas, 97

Voicemail

checking, 221

sales rep communication, 373

team communication, 372

VOIP phones for customer support, 481

Volume

sales metrics, 91

support metrics, 91

W

Wannamaker, John, 397

War rooms, 25, 186, 371

Warranty support, 459, 476480

Waterfall theory

implementation strategy, 154155

metrics, 1920

sales cycle, 4142

Wave deployment

change patterns, 178

data quality, 178179

discoveries, 176178

endgame, 183184

featurette management, 182

go/no-go decisions, 187

in-house personnel vs. external resources,

169

Wave deployment (continued )

nongoals, 173

overview, 158159

periods, 172

post-deployment meetings, 187188

problem management, 183

process, 184187

real-time scheduling, 179182

requirements, 175

resource collection, 168172

starting, 173175

transition type, 186187

wave contents, 159160

WaveMaps

legal approvals/review committees, 165

overview, 161163

technical dependencies, 164165

user readiness, 165168

Web leads, 422

web portals in functional boundaries, 54

Web team

organization readiness, 212213

for references, 436

web2case feature, 116117, 460, 539

web2lead feature, 273, 422, 424, 539

WebEx service, 405

Webinars

leads, 405

training sessions, 219

Weekly activities, 545546

Who, where, what and why requirements,

4347

WIIFY statements

for chatter, 400

customer support, 470

Wikis, 48, 96

for cloud documentation, 536537

for help, 543

"Willingness to recommend" metric, 461462

Word, data corruption from, 134

Workflows

in change, 18

integration with, 267

lead process, 314315

in storyboards, 101

streamlining, 501502

training for, 520

Worst practices top ten, 1921

Z

ZoomInfo service, 343, 356, 429, 431