Problem Solving Approach & SalesForce

1. Problem Solving Approach&SalesForce

2. Interacting with your Client • Understand the fundamental problem that the client is trying to convey. • Ask questions that will yield an understanding of the process that currently exists and why it needs to be replaced or updated. • You are not looking for the client to agree with you and you are not focused on any specific technology, platform, or solution as part of the “understanding” process. • Have the client elaborate on the current process in terms of people, processes, and time.

3. Interacting with your Client • Understand how the client defines improving the process. • Are you trying to reduce inaccuracies due to segmented, disparate data sources? • Is the output of an existing process sufficient but just takes too long to achieve? • Does the output of the system or process require enhancing because the needs of the user have changed?

4. Interacting with your Client • How will success be measured? • Make sure you have measurable objectives, not vagaries. “Reduce amount of time that the process takes” is vague. “Centralize the data so that mass customer communication can be accomplished via a single process in less than 45 minutes” is something that can be realistically measured. • Make sure that you have a list of well defined objectives/milestones that you can not only measure against, but you can use to pace your project. • What are the essential needs as opposed to the “nice to have” needs?

5. Interacting with your Client • Understand what resources the client can contribute to the project. • Are there one or multiple people that can answer questions, gather data, or provide insight into the existing process/problem? • If the client requires solutions or resources that require money, will they provide funding?

6. Interacting with your Client • What is the project timeline? • Is the client willing to break their needs up into phases so that essential needs are addressed right away and “nice to haves” can be dealt with in successive iterations? • If certain needs can only be addressed by the client; such as providing data for the new system, do you have a scheduled date for when those tasks must be completed by the client?

7. Interacting with your Client • Create a project overview/contract. • Outline your understanding of the client’s needs. • Specify what will be accomplished and the timeframe for completion. • Include agreed upon measurement criteria. • Summarize everything that you understand from your “analysis” and discussions with the client • Present the client with the overview/contract so that they can make sure your understanding is accurate. • Don’t let technology overshadow the business need/process that you are attempting to address.

8. Introduction to SalesForce • Cloud Computing: http://www.youtube.com/watch?v=ae_DKNwK_ms • SalesForce Overview: http://www.youtube.com/watch?v=_r1H7OK8lzY • SalesForce Foundation: http://www.youtube.com/watch?v=NQMOxkR9wGY • SalesForce 1/1/1 model: http://www.youtube.com/watch?v=lxfzgT0YCwg