Gathering Feedback and Driving Innovation

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Gathering Feedback and Driving Innovation

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1. Gathering Feedback and Driving Innovation Troy Lauer, Aurore Wu, Rick Gary, Carestream Health

4. Look familiar to you?

5. How about this?

6. Have you ever asked these questions? I want to get feedbackbut where do I start? What questions should I be asking and how many? What should I do with the responses? Will I really learn anything from a survey? What are some of the best survey tools out there? Can I - or should I - do this in Salesforce CRM?

7. What we will talk about in this session

8. The value of gathering feedback Your user community is a valuable source of info Understand what your users really need to succeed Give users a voice Make them part of the process Drive adoption by giving users the features/functionality they need Remember: if your users dont succeed, you wont succeed

9. Methods for gathering feedback Phone/voicemail Email Management meetings Steering committees Surveys

10. Surveys Typical Needs

11. Survey tools Determining the right one for you How do you gather feedback today? How complex do you need your Survey Solution to be? Is it one survey for all users? Do you need the answers to connect to contacts or leads? How many surveys to do you intend to send? Does the delivery of surveys need to be auto-response or manually sent by users? How many questions do you plan to ask in each survey? Which version of Salesforce CRM are you currently running?

12. Survey tools

13. Survey Tools Partner Comparison

14. Types of questions Strategic vs. Tactical surveys Determine what you are trying to discover or validate Training feedback Alignment between business needs and app configuration Understanding adoption Quantitative questions Mix in enough qualitative questions Give users a chance to articulate what they need and how theyre doing

15. Asking the right questions Qualitative and quantitative Communication Are communications: too frequent, not frequent enough, just right? Describe the communication quality Usage Do you track your daily activities in Salesforce CRM? Do you use reports/dashboards? Where do you spend most of your time in Salesforce CRM? (e.g., contacts, accounts, opportunity, cases, etc.) Training Rate your expertise with Saleforce CRM Which area would you like to gain further understanding (leads, managing accounts, opportunity management, forecasting, reporting, other) Sponsorship Does your manager use Salesforce CRM? Value Are you receiving the value? Other feedback Provide any specific capabilities youd like to see added to Salesforce CRM

16. Closing the survey loop Communication is king! Have realistic dates set for completing surveys and providing summary of findings Analyzing your data If you received specific feedback, make sure you respond directly to that user Both negative and positive Set expectations regarding how feedback will be used Where do you go from here? Other Salesforce CRM apps such as Ideas

18. All About Carestream Health

19. Baseline Multiple Opportunity and Funnel Management tools in place around the world Excel Access Other homegrown No ability to roll-up into a single worldwide view Significant issues with forecast accuracy Significant issues with funnel quality

20. Methodology We knew roughly where we wanted to be and didnt have the time for a year long investigation and requirements setting process before we started So we started with the roof first Attack the highest pain points for the business Built visible value for Senior Management very quickly Fill in the blanks and expand functionality along the way This drove a much more interactive and iterative approach to the project Not for the faint of heart or risk averse!

21. Roll-Out Overarching vision of our CRM solutions based on history and pain points at firstevolved and solidified over time Phases: Small Pilot 1 Region, 1 Product Line, Hand Picked Lead Users (10) Expanded Pilot 1 Region, One Product Line, All Users (50) Global Roll-out All Regions, All Product Lines, All Users (750) Executive Sponsorship built over time with tangible results Utilized Lead Users and Executive Interviews to design the screen layouts and workflows to achieve a rapid deployment User Surveys would be used in the future to set direction and course correct

22. User Survey Baseline in July used to set the 2H 08 strategy Will re-survey in December to validate and set 1H 09 strategy Utilized Survey Monkey EASY to use Inexpensive Sections: Introduction User Usage Training New Features Wrap-up Thank you

23. Introduction - Set the tone and expectations

24. Users Who are they and what do they do?

25. Usage How are they using the system today?

26. Usage Where do you spend your time?

27. Usage - Benefits

28. Training

29. New Features

30. Wrap-up

31. Next Steps Expanding Functionality Back-office operations to solve for productivity Integration with SAP R3 Focusing on Users Want to learn more about Reports, Dashboards & Forecasting Want help with managing Opportunities and Accounts Developing programs to work on Sales Rep productivity Utilizing the rich data that now resides in the system and see what this thing can do!

32. Key Points Started with a Vision Ready, Fire, Course Correct methodology Aggressive, but not reckless attitude Listen, Listen, Listen. There are great ideas out there, you just need to find them. Dont get too enamored with your own plans and continuously look for ways to add immediate value to the various publics Be careful for the Christmas Morning Syndrome Implementing each component of the CRM suite has opened a window into our current processes. Many bad practices were masked by the inability to see the detail Now that you see them, the incentive to fix is exponentially greater Use the project to remodel the house while you live in it

34. Innovation is the Lifeblood of Any Organization

37. Introducing Salesforce CRM Ideas

38. II

39. Ideas Best Practices From a Salesforce CRM Admin

40. The Future is Here Apply what youve learned Many tools out there dont overcomplicate Ask the right questions at the right time Analyze results and communicate back to your users Setup a continual feedback loop Be flexible maintain ability to course correct Harness the power of your users Keep adoption levels high Help you drive innovation

41. Session Feedback Let us know how were doing and enter to win an iPod nano! Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories: Overall rating of the session Quality of content Strength of presentation delivery Relevance of the session to your organization

43. Gathering Feedback and Driving Innovation Troy Lauer, Aurore Wu, Rick Gary, Carestream Health

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