Index

A/B split testing
    AdWords, 331
    emails, 333
    inside sales scripts, 277
Access to data
    auditor concerns, 194
    issues, 72
    territory management, 310
    by users, 180
Accessibility
    IT, 409
    user, 413
Accounting and ongoing operations
    cost containment, 396
    investor relations, 398–399
    process controls, security, and compliance, 396–397
    profitability analysis, 394–395
    quote to cash cycle, 390–394
    tools, 236
    workflows and streamlining, 395
Accounts
    creation pages, 329
    customer identification, 93–94
    deduping, 110–112
    enriching, 115–116, 230–231
    lockouts, 179–180
    migrating, 99
    Named Account model, 295–298
    names, 282–284
    planning, 311
    sales manager management, 311–312
    SFDC object model, 78, 81
    WaveMaps, 128
Accuracy
    data, 71–72
    forecasting, 233, 314, 319, 321
    leads, 341, 346
Achievable metrics, 5
Active resistance, 204–205
Activities
    forecasting, 318
    management,
    migrating, 100
    on-demand, 426–427
    sales manager, 320–322
    SFA Maturity Model, 159
    SFDC object model, 78–79, 82
    weekly, 425–426
Actors
    lead process, 256
    in systems, 33
ADA (Americans with Disabilities Act), 413
Add-ons. See also Tools and products
    description, 42–43
    payment for, 189
    procurement cost estimates, 46
Administration
    data maintenance, 118
    implementation planning for, 411–413
    IT activities, 423–430
Administrators
    marketing, 360–362
    requirements, 181
    tools, 223–226
Adobe products, 391
Adoption
    encouraging, 422–423   
    importance, 1
    politics, 200–204
    problem management, 204–206
    readiness, 155–156
Adoption cycle
    deployments, 17–18
    executive mandates, 18–19
    metrics, 19–20
    politics, 20–22
    sequence, 19
Advantages, identifying, 32
AdWords
    campaigns, 228
    leads, 331–332
Aggregate data, 194
Agile projects
    benefits, 17
    in business case, 9
    implementation strategy, 121–123
    management rejection of, 133
    manifesto, 121–123
Aging leads, 345–347
Alerts
    data, 72
    in storyboards, 77
Aliases, 412
Alphas in numeric data, 103
Alternate user interfaces, 230
Americans with Disabilities Act (ADA), 413
Analytics
    in functional boundaries, 42
    marketing, 358, 366–368
    tools, 228–229
APEX tools
    description, 212–213
    integration with, 219
    object browsing, 223
AppExchange, 209–211. See also Tools and products
Application/process architects, 153
Approvals
    champions, 6–8
    process redesign, 265
    Wavemaps, 130
Architectural data, 116–118
Architectural review boards, 153
Archiving data
    backups, 426
    guidelines, 428–429
    leads and contacts, 114, 348
    obsolete documents, 37
    old and inactive data, 90, 96, 102
    policies, 410
Assets
    in functional boundaries, 42
    integration tools, 235–236
    migrating, 100
    WaveMaps, 129
Assignments
    resource, 64–65
    territory management, 310
Attachments
    archiving, 96
    migrating, 100
Audit trails, migrating, 107
Auditing, 396
Auditor data access issues, 194
Authentication systems, 422
Auto-response rules
    inside sales, 275–276
    leads, 341
    territory management, 310
Automation
    marketing, 247–248
    salesforce, 242–247

Backups
    deduped items, 114
    importance, 426
Bad data
    diagnosing, 347
    importance, 1–2
Bandwidth constraints, 196
Behavior of data, 12
Behavioral changes
Goldilocks investment, 9
    incremental, 176
    plugins, 216
Behavioral scoring
    inside sales, 276
    leads, 257–258, 346
Bending requirements, 40–41
Best Case category for forecasts, 317–318
Best practices top ten, 13–15
Big Bang projects
    avoiding, 58–59
    implementation strategy, 120–121
Blackout periods in straw-man schedules, 53
Blood commit category for forecasts, 318
Boards of Directors
    as champions, 187–188
    as system owners, 191
Bookings forecasts, 25
Bottom up system adoption, 203
Bounced email handlers, 227–228
Boundary requirements, 41–44
Bubble help, 423
Budgeting
    politics, 188–189
    tools, 236
Buffers in straw-man schedules, 53
Bug tracking
    customer support, 378–379
    functional boundaries, 42
Business analytics, 42
Business case   
    cost estimates, 45–49
    SFDC, 8–9
Business deliverables, 124
Business development, 300–301
Business intelligence
    marketing, 358
    SFA Maturity Model, 160–161
    tools, 238
Business leverage, 4
Business models for add-ons, 214–215
Business processes. See Processes
Business rules in process redesign, 263–264
Business value
    add-ons for, 211
    planning, 29

Calendar Sync tool, 225
Call centers
    inside sales, 249
    order management, 250
    SFA Maturity Model, 164
    telemarketing, 248–249
    tools, 233–235
Call Scripting tool, 230, 234
Campaigns
    add-ons, 228
    lead generation, 334–339
    migrating, 100
    names, 335–336
    running, 338–339
    setting up, 336–337
    tools, 228
WaveMaps, 128
CAN SPAM requirements, 329, 348, 386
Capability additions, 6
Carrots
    for adoption, 22, 203–204
    for change, 176
Case histories for customer support, 378–379
Cases
    migrating, 100
SFDC object model, 81
    territory assignment rules, 310
Categories in direct sales, 161–163
CCBs (change control boards), 429–430
CEOs (Chief Executive Officers)
    as champions, 187–188
    in requirements prioritization, 40
    as system owners, 191
CFOs (Chief Financial Officers)
    as champions, 185
    in requirements prioritization, 40
    as system owners, 190–191
Champions
    for adoption, 20–21, 200–201
    politics, 184–188
    process redesign, 262
    in project approval, 6–8
    in requirements prioritization, 40
    wave deployment, 135
Change control boards (CCBs), 429–430
Change management
    overview, 5
    and SFDC expectations, 388
Change patterns in wave deployment, 142
ChangeControl tool, 181, 224
Changes
    architectural review boards, 153
    behavioral, 9, 176, 216
    business process, 12–15, 261
    post-implementation activities, 152
    user attitudes, 175–176
Channel management, 245–246
Cheat sheets, 178
Chief Executive Officers (CEOs)
    as champions, 187–188
    in requirements prioritization, 40
    as system owners, 191
Chief Financial Officers (CFOs)
    as champions, 185
    in requirements prioritization, 40
    as system owners, 190–191
Chief Information Officers, 192
Chief Marketing Officers (CMOs)
    as champions, 185–186
    as system owners, 191
Chief Operating Officer (COOs)
    as champions, 187
    as system owners, 191
Classes, training, 178
Cleansing tools, 224
Close date in forecasting, 315
Closing by sales representatives, 294
Clutter in reports, 78
CMOs (Chief Marketing Officers)
    as champions, 185–186
    as system owners, 191
Collapsing
    contacts and leads, 114, 355
    deduped items, 114
    collapsible sections, 290
Collateral, marketing, 357
Collateral enrichment tools, 231
Column swaps, migrating, 103
Combining steps in process redesign, 263
Commission management
    sales managers, 320
    tools, 232
Committed category for forecasts, 317–318
Communication
    adoption success, 205
    sales manager, 302–304
    sales representatives, 305
    for users, 177
Compensation management, 320
Complexity from add-ons, 211
Compliance issues
    description, 26–27
    implementation planning, 415
    process, 396–397
    Sarbanes-Oxley Act, 26, 135, 160, 397, 415
    SFA Maturity Model, 160–161
    SFDC value for, 387
    tools for, 237
Computer-telephony integration (CTI) tools, 371
Conference- generated leads, 329–330
Conflicts in business processes, 259
Consistency
    master record identification, 112
    reports, 107
Consultants
    benefits, 60–61
    customer support, 383
    payments for, 189
    post-sales, 131
    wave deployment, 134
Contacts
    dead, 257
    deduping, 114
    demoting, 350
    enriching, 115
    hiding, 348
    initial, 274–277
    lead process, 257–259
    migrating, 99–100
    priorities, 131
    sales representatives, 293
    SFA Maturity Model, 158–159
    SFDC object model, 78–81
    sources, 89
    WaveMaps, 128, 131
Content edition for marketing, 357
Content enrichment tools, 231
Content management tools, 225
Continuity of information issues, 410–411
Contracts
    approval process, 391
    customer support, 378
    generation, 391, 402
    integration tools, 235–236
    migrating, 100
    storage, 402
Controls in SFA Maturity Model, 160–161
Conversions
    data, 104–108
    inside sales, 281–285
    leads, 352–353
    as one-way process, 80
Coordination and control in SFDC, 387
COOs (Chief Operating Officers)
    as champions, 187
    as system owners, 191
Cost estimates
    implementation, 45–46
    investment decisions, 385
    ongoing costs, 48–49
    procurement, 45–46
    vendor bids, 47
Costs
    containing, 396–397
    customer acquisition, 3
    data perfection, 98–99, 310
    models, 118
    opportunity, 8, 49–50
    payment for, 188–189
    tool building, 220
Country codes, migrating, 103–104
Credibility, trust for, 144
Critical reports, 68–70
CRM dashboards, 223
CRMfusion application, 112, 342, 344, 427
CronKit tool, 224
Cross-company collaboration, 398
CSV format, 89, 104, 329
CTI (Computer-telephony integration) tools, 371
Cultivating leads, 351
    process, 277–281
    workflow, 258–259
Customer cycle, 30–31
Customer Self Service Portal, 359
Customer support, 369
    best practices, 371–374
    consulting, 383
    health indicators, 24
    help desk, 380–381
    optimizing, 250–252
    order expediting, distribution, and shipping, 376–377
    order support center, 374–376
    outsourcing, 382
    SFA Maturity Model, 159–160
    SFDC value for, 386
    support organizations, 369–371
    technical and warranty support, 377–380
    tools and products, 234–236
    training, 381–383
    WaveMaps, 130
Customers
    acquisition costs, 3
    asset migration, 100
    data purity perspective, 99
    feedback, 359–360
    focus on, 13
    in functional boundaries, 42
    identification, 93–94
    lead process, 258
    life-cycle profitability, 3
    portals, 235, 359
    references from, 353–356
    relationship models, 30–31

Dashboards
    add-ons, 223–224
    logistics, 361
    multiple versions, 367
    sales activity, 230
Data
    access, 72, 180, 194, 310
    aggregate, 194
    architectural, 116–118
    archiving. See Archiving data
    attributes, 71–72
    cleansing and enriching, 61, 224
    cost models, 118
    deduping, 110–114
    enriching, 114–116
    migrating. See Migration
    ownership issues, 192–197, 323
    pollution, 97
    reporting. See Reports
    retention policies, 96
    roadmap of, 98
    sharing, 262–263, 396
    validation, 86–87
Data administrators, 360
Data dictionaries, 74
Data/integration architects, 153
Data Loader tool, 109–110, 223
Data maintenance, 116–118
Data quality
    implementation planning, 410–411
    implementing, 417–419
    IT tasks, 427–428
    wave deployment, 142–143
Data stewardship, 193
Data warehouses, 238
Dates, migrating, 106
Dead contacts, 257
Deal management, 159–160
Decay scoring for leads, 346
Decisions
    go/no-go, 150–151
    investment, 385–388
    objectives, 4
Deduping
    data, 110–114
    opportunities, 288
    tools, 224, 227
Default values
    migrating, 106
    in reports, 78
Defect tracking systems
    customer support, 378–379
    functional boundaries, 42
Deleting data, 37, 96, 113, 283
Delphi Method, 432–433
DemandTools, 89
Demoting contacts, 350
Denormalizing data, 87
Dependencies in WaveMaps, 128–130
Deployment, 421
    in adoption cycle, 17–22
    readiness factor, 179
    wave. See Wave deployment
Depth of tool integration, 218
Diagrams
    lead process workflow, 259–260
    PERT, 53
    process analysis, 255–256
Direct sales complexity categories, 161–163
Disaster recovery issues, 407
Discounts
    procurement costs, 46
    SFDC purchases, 387
Discoveries in wave deployment, 140–142
Distribution
    customer support, 370
    orders, 376–377
Divestitures, 399–400
Documents
    in functional boundaries, 42
    management tools, 225
    marketing, 357
    online storage, 36–37
    organizing and publishing, 36–37
Docusign product, 391
Draggin' Role tool, 225
Drip marketing campaigns
    conversion rates, 276
    description, 334
    email blasters, 227
    inside sales, 276
Duplicate records
    deduping, 110–114, 224, 227, 288
    diagnosing, 347
    migrating, 107

EAI (Enterprise Application Integration) vendors, 218
Early adopters, 165
EC Directive, 195
EchoSign product, 391
Eclipse plug-ins, 212, 224
eCommerce management
    process elements, 246–247
    SFA Maturity Model, 164
    tools, 228
Education and training
    AppExchange applications, 210
    customer support, 381–383
    readiness, 177–178
    wave deployment, 148
Effort levels for tools and products, 216
    80-20 sales rule, 268
Electronic document and signature tools, 237
Eloqua tool
    change from, 43
    closed-loop marketing, 334
    leads, 117, 346
    split-brain approach, 88, 340
email2case feature, 90, 235, 371
EmailAppenders service, 349
Emails
    blasters, 117, 196, 227
    bounced, 227–228
    CAN SPAM requirements, 329, 348, 386
    inside sales, 276
    integrating, 89
    leads, 327, 332–334
    migrating, 105
    opt out, 348–349
    sales rep communication, 305
    team communication, 303
Employee manager database, 237
Enrichment
    data, 61, 114–116, 224
    leads, 115, 349
    tools, 224, 230–231
Enterprise Application Integration (EAI) vendors, 218
Entitlement tracking tools, 236
Escalation path, 15
European privacy laws, 195
Events, lead generation, 330
Exact Target tool, 88, 340
Excel
    data conversion, 104
    for reports, 74–75
    problems using, <<page #?? It’s the “Joy of Regex” section>>
Excel Connector tool, 223
Executive best practices, 13–15
Executive decisions, SFDC value for, 386–387
Executive expectations
    resetting, 60
    setting, 62–64
Executive mandates in adoption cycle, 18–19
Executive meetings, 26
Executive view for reports and data, 13, 68–70
Executives
    features for, 238
    marketing, 362–368
    process redesign, 262
    project approval, 6
    requirements prioritization, 38
    sponsorship, 15
    tools, 27
Expectations
    performance, 21
    reasonable, 388–389
    resetting, 60
    setting, 62–64
Expediting orders, 370, 376–377
Expense tracking tools, 236–237
Explicit scoring for leads, 345–346
Exporting data, 72, 75
Extensions
    migrating, 105
    tools and products, 217–219
External add-ons, 213
External data, 90–95
External integration codes, 111
External keys, 410
External resources in wave deployment, 134
External system screens, 77
External systems, 42–43

Fail fast, 146
Failed IT projects, studies on, 59
Features and featurettes
    benefits, 221–223
    system adoption, 203
    wave deployment, 146
    WaveMaps, 132
Federating systems of record, 218
Fees
    AppExchange, 215–216
    in politics, 188–189
    SaaS procurement, 45–46
Field sales engineers, 301
Finance and legal, 385
    AppExchange applications, 210
    cost containment, 396–397   
    expectations, 388–389
    extensions, 236–237
    fundraising, 400–401
    human resources, 402–403
    information retention, 401–402
    investment decisions, 385–388
    investor relations, 398–399
    mergers, integrations, and divestitures, 399–400
    profitability analysis, 394–395
    project success factors, 389–390
    quote to cash cycle, 390–394
    readiness, 170–171
    workflows and streamlining, 395
Focus
    big-picture, 4–6
    customer, 13
    leads, 327
Follow-up tasks, 284
Forecast delegation feature, 317
Forecasting, 25–26
    accuracy, 233, 314, 319, 321
    analytics tools, 238
    cycle, 318–320
    interpreting, 317–318
    mechanics, 315–317
    price lists for, 358
    sales managers, 314–320
    sales representatives, 293–294
    SFA Maturity Model, 159
    tools, 233
Foreign characters in text, 103
Format/layout in reports, 78
Free stuff, 222
Free-text fields, 85–86
Freeware, 146
Freshness date of leads, 341
Friendly names for leads, 344
Fundraising, 400–401
Fundraising organizations, 164–165

GAMs (global account managers), 295–297
Gantt charts
    Big Bang projects, 121
    straw-man schedules, 53
Gap assessment for readiness, 173–174
Global account managers (GAMs), 295–297
Global optimization, 14, 264
Go-live dates, 94
Go/no-go decisions
    resource assignment meetings, 64–65   
    wave deployment, 150–151
Goals
    actors, 33
    setting, 32
    SFA Maturity Model, 161–165
    wave deployment, 138
Goldilocks investment, 9
Good-news stories, 3, 177
Google AdWords
    campaigns, 228
    leads, 331–332
Google Applications, 222
Google campaign tools, 228
GoToMeeting service, 330
Government applications, 210
Groups for wave deployment, 125–126

Hand-offs to sales, 281–285
Headcount cost payments, 189
Health indicators, 23–25
Help & Training system, 30
Help desks
    benefits, 423–424
    customer support, 370, 380–381
    wave deployment, 149
Hiding
    leads and contacts, 348
    reports, 397
Historical data
    external, 94–95
    migrating, 90–91
History fields for leads, 338
History tracking in wave deployment, 143
Hockey-stick patterns, 319
Hoover’s services, 115, 233
Hosted services for integration adaptors, 218
Human resources
    AppExchange applications, 210
    implementing, 402–403
Hysteresis, 424

IBM/Lotus Notes integration, 416
ILP (information leak protection), 407–408
Immediate change, 14
Implementation process, 416–417
    cost estimates, 45–46
    data quality, 417–419
    IT direct involvement, 420–421
    project management and deployment, 421
Implementation strategy, 119
    Agile Manifesto, 121–123
    architectural review, 153
    Big Bangs and waterfalls, 120–121
    planning, 123, 409–416
    post-implementation, 152
    preliminaries, 119–120
    wave deployment. See Wave deployment
Implicit scoring for leads, 346
Importing
    IT support for, 420
    spreadsheets, 343–345
In-house personnel for wave deployment, 134
Inactive data, archiving, 96
Inbound call centers
    SFA Maturity Model, 164
    tools, 233–235
Incentives
    adoption politics, 22, 203–204
    management tools, 232
    wave deployment, 136
Incidental costs payment, 189
Incidental information, 87
Incomplete data, migrating, 102
Increased revenues, quantifying, 51–52
Incremental management emphasis, 21
Incremental models, 9
Indirect sales teams, 163–164
Indoctrination, 206
Influence feature, 335
Information leak protection (ILP), 407–408
Information retention policy, 401–402
Information sharing, 14, 262–263
Infrastructure costs, payment for, 189
Inherited objects, 79
Initial contacts, 274–277
Initial intentions in wave development teams, 138
Initial setup for inside sales, 273–274
Inputs, requirements, 12
Inside-out system adoption, 202
Inside sales, 273
    conversion and hand-off to sales, 281–285
    initial setup, 273–274
    lead cultivation, nurturing, and qualification, 277–281
    order operations for outside sales, 286–289
    process elements, 249
    prospecting and initial contacts, 274–277
    sales cycle, 285–286
    WaveMaps, 130
Integration, 399–400
    implementation planning, 415–416
    requirements, 92
    tools and products, 217–219
Interactions, data, 77
Interactive voice responder (IVR) technologies, 381
Intermediate states in lead process, 256–258
Internal data, 84–88
International price lists, 358
Internationalization
    customer support, 382
    currencies,
    process redesign, 264–265
    Wave deployment, 129
Internet advertising, 330
Intransigence of processes, 389
Inventory
    in functional boundaries, 42
    integration tools, 235–236
Investment bankers
    fundraising, 400-401
    in SFA Maturity Model, 164
Investments. See also Finance and legal
    decisions, 385–388
    prioritizing via, 433–434
Investor relations (IR), 398–399
InvisibleCRM tool, 230
IT organization, 405
    accessibility of, 409
    administration guidelines, 423–425
    archiving data, 428–429
    data quality tasks, 427–428
    implementation planning, 409–416
    implementation process, 416–421
    level of engagement, 405–408
    on-demand activities, 426–427
    ongoing usage, 421–422
    readiness, 171–172
    skills requirements, 408–409
    weekly activities, 425–426
IVR (Interactive voice responder) technologies, 381

Jigsaw vendor, 290
JunQue plugin, 347

Keys
    for data quality, 410
    unique universal, 95
Knowledge Base, 235

Languages for tool building, 221
Large organizations
    politics, 183–184
    requirements statements, 441–445
Leads
    actors, 256
    aging, 345–347
    capture and insertion, 341–345
    from contacts, 350
    conversion, 352–353
    cultivating and nurturing, 258–259, 277–281, 351
    customer references, 353–356
    deduping, 114
    email marketing, 327, 332–334
    enriching, 115, 349
    evaluating, 339–341
    events, 330
    generation campaigns, 334–339
    Google AdWords, 331–332
    hiding, 348
    inside sales. See Inside sales
    Internet advertising, 330
    life cycle, 256–260
    marketing best practices, 365
    migrating, 100
    in Named Account model, 350–351
    names, 344
    objects and intermediate states, 256–258
    opt out, 348–349
    partners, 298–300, 353
    process elements, 247–248
    qualification, 257, 277–281, 352–353
    scoring and aging, 345–347   
    search engine marketing, 332
    SFA Maturity Model, 158
    SFDC object model, 78–81
    sources, 89
    split-brain approach, 88, 340
    spreadsheet imports, 343–345
    start state and end state, 256
    territory management, 310   
    tradeshows and conferences, 329–330
    WaveMaps, 128, 131
    Web, 342–343
    Webinars, 330
    workflow diagrams, 259–260
Legal organization. See also Finance and legal
    readiness, 170–171
    WaveMaps approvals, 130
Levels in SFA Maturity Model, 156–165
Licenses
    functional boundaries, 42
    integration tools, 235–236
Line-item quoting, 232, 287
Linked processes, 13, 262
LinkedIn vendor, 233, 281, 290, 351
Lockouts, 179–180
Log on locations, 180
Login IDs, 411–412
Long-text fields, 87
Lookup fields, 85–86
Lowered costs, quantifying, 49–50
Luddites
    dealing with, 204–206
    as deployment factor, 179

M&A (mergers and acquisitions), 399–400
Macro priorities in wave deployment, 139
Main themes of value in wave deployment, 124
Maintenance windows, 21
MAMs (major account managers), 295–297
Management by exception (MBE), 2
Management council, 15
Manual exceptions, 14, 263
Manual lead entry, 342
Manufacturing applications, 210
Marketing, 325
    add-ons, 226–229
    analytics, 358, 366–368
    AppExchange applications, 210
    automation, 247–248
    best practices, 364–366
    business intelligence, 358
    collateral and documents, 357
    early stages, 325–326
    executives, 362–368
    in functional boundaries, 41–42
    health indicators, 23
    lead generation, 326–329
    metrics, 366–368
    polling and customer feedback, 359–360
    price lists, 358–359
    process requirements, 264
    public relations, 356–357
    readiness, 167–168
    in requirements prioritization, 40
    sales interactions, 326
    SFDC value for, 386
    split-brain approach, 88
    system administrators, 360–362
Marketo application, 346
Mashups, 115
Mass-transfer wizard, 310
Master record identification, 112
Maturity Model, 156–165
Maximizing customer life-cycle profitability, 3
Meaning of data, 12
Meaningful metrics, 5, 19
Media for AppExchange applications, 210
Median scores, 157
Medical AppExchange applications, 210
Mergers and acquisitions (M&A), 399–400
Metadata in data dictionaries, 74
Metrics and measurements
    achievable and meaningful, 5
    adoption cycle, 19–20
    best practices, 14
    marketing, 366–368   
    process redesign, 264
    success, 6
Microsoft
    Access,
    Excel Connector tool, 223
    Office integration, 415–416
    Outlook synchronization, 397
    Project, 53
    Word, data corruption from, 104
Migration
    bogus numbers, 103
    Boolean values, 106
    cases, 100
    column swaps, 103
    country codes, 103–104
    existing SFA/CRM systems, 98–108
    foreign characters, 103
    from other systems, 108–109
    historical data, 90–91
    importing process, 109–110
    incomplete data, 102
    IT support for, 420
    nonprinting characters, 104
    notes, 100
    phone numbers, 105
    postal code, 105
    state codes, 104–105
    trash characters, 102–103
Milestones, avoiding, 59
Miller-Heiman tool, 231
Mixed teams as system owners, 192
Mobile edition, 229–230, 234
Mobility, support, 234
Mock-ups, report, 71–72
Models
    for add-ons, 214–215
    customer relationship, 30–31
    pricing, 215–216
    SFA Maturity Model, 156–165
Monthly procurement fees, 45

Named Account model
    leads in, 350–351
    for sales, 295–298
Names
    accounts, 282–284
    campaigns, 335–336
    considerations, 82–84
    leads, 257, 344
    vs. leads, 327
    opportunities, 284
Namespaces, 82–84
Native plug-ins, 212–214
Nondisclosure statements, 196
Nongoals
    setting, 6
    wave deployment, 138
Nonprinting characters, migrating, 104
Nonprofits
    AppExchange applications, 210
    fundraising, 400–401
    SFA Maturity Model, 164–165
Notes, migrating, 100
Nurturing leads, 277–281, 351

Object model, 78–82
Objects in lead process, 256–258
Obsolete documents, 37
Off-the-shelf integration adaptors, 218
Office integration, 415–416
Offline edition, 229
Offshoring
    customer support, 382
    evaluating, 60–62
    lead cultivation and nurturing, 280
    order operations, 287
Old data, archiving, 90, 96, 102
Old organizations, politics in, 183–184
Old pointers and ID numbers, migrating, 107
On-demand activities, 426–427
Ongoing cost estimates, 48–49
Online document storage, 36–37
Open Air product, 383
Opportunities
    deduping, 112–114, 288
    lead process, 258–259
    migrating, 100
    names, 284
    sales representatives, 290, 292–293
    SFA Maturity Model, 158–159
    SFDC object model, 78–81
    WaveMaps, 128, 131
Opportunity costs, 8, 49–50
Opposition, identifying and dealing with, 198–199
Opt-out mechanisms
    emails, 276, 329
    leads, 348–349
Optimizing business processes, 239
    analysis, 252–256
    best practices, 261–265
    call centers, 248–250
    candidate process selection, 252–253
    change amount, 261
    change steps, 265–266
    customer service, 250–252
    diagrams, 255–256
    lead process example, 256–260
    linkages, 241–242
    marketing automation, 247–248
    process identification, 242
    processes defined, 240–241
    results monitoring, 266
    salesforce automation, 242–247
    top-down perspective, 239
Orders and order management
    configuration tools, 232
    customer support, 370, 374–376
    expediting, distribution, and shipping, 370, 376–377
    functional boundaries, 41
    inside sales operations, 286–289
    outsourcing, 287
    process elements, 250
    SFA Maturity Model, 160
    tools, 232, 237
Organization charts with WaveMaps, 126–127
Organizational readiness. See Readiness
Organizational scorecarding tools, 238
Organizing documents, 36–37
Outbound call centers
    SFA Maturity Model, 164
    tools, 233
Outbound messaging integration, 219
Outlook synchronization, 397
Outside help, 34
Outside reports vs. inside, 74–76
Outsourcing
    customer support, 382
    evaluating, 60–62
    lead cultivation and nurturing, 280
    order operations, 287
Ownership
    data, 72, 192–197
    in data dictionaries, 74
    migrating, 106
    system, 190–192

Packages for native plug-ins, 212
Page layout tool for leads, 351
Pain point identification, 32
Paper elimination, 14, 253, 262
Parallel play transition, 150
Parent-child relationships, 79, 113
Partner Resource Management (PRM) product, 298, 359
Partners and partner management
    leads, 353
    portals, 231–232, 298–299, 359
    sales managers, 312–314
    sales representatives, 298–300
Passive resistance to adoption, 204–205
Passwords
    lockout, 179-180
    forgotten, 179–180
    in security, 397
Payments
    clearing tools, 228
    in politics, 188–189
    processing tools, 236
People readiness. See Readiness
Per-seat fees, 215
Perfectionism, 98–99, 310
Performance
    expectations, 21
    metrics for, 6
    sales manager management, 322–323
Personal action items, 7
Personal information, avoiding, 85
Personas in systems, 33
PERT diagrams, 53
Phased deployments
    benefits, 59–60
    bid accuracy, 47
Phone number migration, 105
Pick lists
    data entry, 85–86
    migrating, 105–106
    namespaces, 82
Pilot migrations, 108
Pipeline category for forecasts, 317–319
Pipelines
    health indicators, 24
    sales representative forecasts, 293–294
    SFA Maturity Model, 158–159
    Pivot tables, 75
Planning issues, 29
    Big Bang projects, 58–60
    boundaries, 41–44
    business case, 44–49
    business value, 29
    customer relationship model, 30–31
    documents, 36–37
    executive expectations, 62–64
    goals settings, 32
    implementation, 123, 409–416
    outsourcing, 60–62
    requirements bending, 40–41
    requirements priorities, 37–40
    requirements setting, 32–36
    resource commitments, 64–65
    returns, 49–52
    straw-man schedules, 52–58
Plug-ins. See Tools and products
Podcasts for training, 178
Policies
    data retention, 96, 410
    input, 12
Political drivers, 44
Politics, 183
    adoption, 20–22, 200–206
    business processes, 10   
    champions, 184–188
    data ownership, 192–197
    importance, 2, 183
    indoctrination, 206
    opposition, 198–199
    and organization size, 183–184
    payers in, 188–189
    process change, 261
    restriction, 206–207
    review committees, 197–198
    system ownership, 190–192
Polling in marketing, 359–360
Popular votes for priorities, 436–437
Portals
    partner, 231–232, 298–299, 359
    customer self-service, 372, 377
Positive incentives for adoption, 22, 203
Post-deployment user frustration, 179
Post-implementation activities, 152
Post-sales consultants, 131
Postal code migration, 105
PR/Analyst Relations tool, 228,356
Practical change, 14
Pre-sales engineers in WaveMaps, 131
Price, de-emphasizing, 47
Price lists
    line items, 94
    marketing, 358–359
    migrating, 100
    WaveMaps, 128
Pricing models in AppExchange, 215–216
Print Anything tool, 224
Priorities
    inside sales, 276
    leads and contacts, 345
    SFDC, 8–10
    wave deployment, 139
Prioritizing requirements, 431–432
Delphi Method, 432–433
    investment method, 433–434
    overview, 37–40
    popular votes, 436–437
    weakest/strongest elimination, 434–436
Privacy issues, 194–195
Private equity in SFA Maturity Model, 164
Privilege restrictions, 361
PRM (Partner Resource Management) product, 298, 359
Probabilities vs. sales stages, 315–316
Probability adjustment field, 294
Problem-tracking systems, 235
Process controls, 396–397
Processes
    changes, 12–15
    input, 12
    linked, 13
    metrics for, 6
    optimizing. See Optimizing business processes
    politics, 10
Procurement cost estimates, 45–46
Product line items migration, 100
Product lists in WaveMaps, 128
Product specialists, 301
Products. See Tools and products
Professional services
    AppExchange applications, 210
    customer support, 370, 381–383
Professional services automation (PSA) systems, 383
Profile scoring for leads, 276, 345–346
Profitability analysis, 394–395
Profits from existing customers, 3
Project
    approval process, 6–11
    deliveries, 16–17
    prioritizing requirements, 431–437
    reviews, 16
    success factors, 389–390
Proposal generators, 232
Prospecting inside sales, 274–277
Prospecting-to-order formulation process, 243
Provenance of data, 74
Proxy identifiers, 90
PSA (professional services automation) systems, 383
Public relations
    marketing, 356–357
    tools, 228
Publicizing good news, 3, 177
Publishing documents, 36–37
Pull deployment, 125
Purchase history in SFA Maturity Model, 160
Push deployment, 125

Qualifying leads, 257, 277–281, 352–353
Quality
    in data dictionaries, 74
    implementation planning, 410–411
    implementing, 417–419
    IT tasks, 427–428
    leads, 327, 365
    tools, 224
    wave deployment data, 142–143
Quantifying returns
    increased revenues, 51–52
    lowered costs, 49–50
    opportunity costs, 51
Queues for inside sales, 275
Quick wins, 54
QuickArrow product, 383
Quotas
    Forecast category, 318
    sales managers, 306–307
    SFA Maturity Model, 159
Quote to cash process, 243, 390–394
Quoting
    inside sales, 286–288
    price lists for, 358
    sales representatives, 294
    SFA Maturity Model, 159–160
    tools, 232, 237

Rally tool,
Raw data, exporting, 75
Reaction time, 71
Readiness, 155
    administrator requirements, 181
    adoption, 155–156
    assessing, 165–166
    as deployment factor, 179
    finance and legal organization, 170–171
    gap assessment, 173–174
    IT and Web team organization, 171–172
    marketing organization, 167–168
    post-deployment user frustration, 179
    sales organization, 166–167
    services organization, 168–169
    SFA Maturity Model, 156–165
    user factors, 174–176
    user training, 177–178
Real estate applications, 210
Real-time scheduling, 143–145
Record histories, migrating, 107
Recording training sessions, 178
References in lead process, 258
Rejected leads, 257
Reliability in master record identification, 112
Replication, 426
Reports, 67
    considerations, 25
    consistent, 107
    customer and account data, 93–94
    executive view, 68–70
    external data, 90–93
    hiding, 397
    historical external, 94–95
    inside vs. outside, 74–76
    internal, 84–88
    logistics, 361
    migrating historical data, 90–91
    mock-ups, 71–72
    multiple versions, 367
    namespaces, 82–84
    operational people, 70–71
    price lists, 94
    sales manager relationships, 309
    self-healing data, 89–90
    semantics, 73–74
    SFDC object model, 78–82
    tools, 228–229, 238
    user screen design, 76–78
    visibility, 67–68
Reports to field, 291
Required fields
    migrating, 106
    reports, 78
Requirements
    bending, 40–41
    boundaries, 41–44
    dubious, 39
    incorrect, 59
    incremental, 121
    inputs, 12
    prioritizing, 37–40, 431–437
    setting, 32–36
    SFDC, 8–10
    superfluous, 92
    wave deployment, 139
Requirements statements
    larger company example, 441–445
    smaller company example, 439–441
Resetting executive expectations, 60
Resistance
    to adoption, 20, 204–206
    to change, 5, 175–176
    to updating, 78
Resources
    assigning, 64–65
    commitments, 11
    outsource, 60–62   
    wave deployment, 133–136
Response times
    data, 71
    leads, 365
Restrictions
    politics of, 206–207
    privilege, 361
Return on investment (ROI) evaluation, 386
Revenue
    estimating, 51–52
    forecasts, 25
    increases, 3
    in investment decisions, 385
    in process redesign, 262
    sales manager planning, 306–308
Review committees
    dealing with, 197–198
    WaveMaps, 130
Reward levels for tools, 216
Rewards
    adoption politics, 22, 203–204
management tools, 232
wave deployment, 136
RingLead tools, 89, 107, 112, 342, 344, 427
Risk management in wave deployment, 150–151
Risk tolerance, 388
ROI (return on investment) evaluation, 386
Roles
    actors, 33
    territory management, 310
Roll-up fields, 96, 284, 355, 394

S-controls, 214
Safe harbor policy statements, 195
Sales, 267
    analytics tools, 233
    best practices, 267–270
    data owners, 323
    field sales engineers and product specialists, 301
    health indicators, 23–24
    inside. See Inside sales
    methodology enablers, 231
    organization readiness, 166–167
    process elements, 243–244
    sales managers. See Sales managers
    sales model, 270–273
    sales representatives. See Sales representatives
    SFDC value for, 386
Sales Activity Dashboard tool, 230
Sales cycles, 30–31, 243–244, 285–286
Sales managers, 302
    account management, 311–312
    account planning, 311
    activity management, 320–322
    AppExchange applications, 210
    as champions, 187
    commission/compensation management, 320
    communication by, 302–304
    features, 229–233
    forecasting, 314–320
    partner management, 312–314
    performance management, 322–323
    process elements, 244–245
    rep mandates, 304–306
    in requirements prioritization, 38, 40
    revenue planning, 306–308
    territory management, 308–310
    WaveMaps, 132
Sales representatives, 289–292
    business development, 300–301
    forecasting and pipelines, 293–294
    mandates for, 304–306
    Named Account model, 295–298
    opportunities, 290, 292–293
    partner management, 298–300
    quoting and closing, 294
    in requirements prioritization, 38
    scorecards, 233
Sales stages vs. probabilities, 315–316
Salesforce automation, 242–247
Salesforce for Google AdWords tool, 228
Salesforce-to-Salesforce feature, 298, 332, 400
SAMs (strategic account managers), 295–297
Sandbox tool
    benefits, 225
    for testing and debugging, 101
    WaveMaps, 129
Sarbanes-Oxley Act
    compliance, 26, 135, 160, 397, 415
    data access issues, 194
    process handoffs, 181
    record retention, 113, 288–289
    tools for, 237
Scenarios, 34–35
Schedules
    spreadsheets, 63
    straw-man, 52–58
    wave deployment, 143–145
Scope creep
    avoiding, 59
    warning signs, 18, 145
    wave deployment, 145
Scoping wave deployment requirements, 137
Scorecarding tools, 238
Scoring
    inside sales, 276
    leads, 257–258, 345–347
ScreenCam tutorials, 423
Scripts
    inside sales, 276–277
    lead qualification, 352
    tool building, 221
Search engine marketing (SEM) leads, 332
Searches
    existing data, 283
    in reports, 77
SEC regulations
    data access issues, 194
    tools, 237
Secure Sockets Layer (SSL), 413
Section 508, 413
Security
    implementation planning, 413–415
    IT issues, 407
    lockout, 179-180
    mandates, 197
    systems, 396–397
Security Dashboard, 224
Self-healing data, 89–90
Self-service portals, 372, 377
SEM (search engine marketing), leads, 332
Semantics
    data dictionary, 74
    overview, 10–11
    reports and data, 71–74
Service and support applications, 210
Services organization readiness, 168–169
SFA Maturity Model, 156–165
SFDC object model, 78–82
Shipping
    customer support, 370
    orders, 376–377
Shopping carts, 228
Significant data relationships, 72
Simplicity
    process redesign, 261–262
    wave deployment, 138
Single-system views of data, 217
Site sponsorships for leads, 330
SKUs, 94, 358
Skype
    international customer support, 382
    tools, 233–234
    wave deployment, 141
SLA tracking tools, 236
Slam sheets, 199
Slash cut transitions, 150
Small organizations
    politics, 183–184
    requirements statements, 439–441
Snapshots, 426
Software modules, 218
Solutions migration, 100
Source, data, 71
Spam complaints, 333
SPIN Selling tool, 231
Split-brain approach
    leads, 340
    overview, 88
Split testing
    AdWords, 331
    emails, 333
    inside sales scripts, 277
Sponsorship, 15
Spreadsheets
    lead imports, 343–345
    schedules, 63
Spurious fields, 84, 347
Squeaky wheel phenomenon, 38
SSL (Secure Sockets Layer), 413
State codes, migrating, 104–105
Statements of work in implementation costs, 47
Sticks
    for change, 176
    for system adoption, 21–22, 201–202
Storage
    contracts, 402
    online, 36–37
Storyboards, 77–78
Strategic account managers (SAMs), 295–297
Strategies
    implementation, 119–123
    importance, 2
    M&A and divestitures, 399
    marketing, 368
Straw-man schedules, 52–58
Streamlining, 386, 395
Success factors, 389–390
Successforce site, 30
Suggestion boxes, 429
Superfluous requirements, 92
Support and administration
    customer. See Customer support
    implementation planning, 411–413
    tools and products, 234–236
Support fees in procurement costs, 46
Supporting detail for data, 72
Surveys, customer, 354–355
System administration
    applications, 210
    architectural review boards, 153
    marketing, 360–362
    number of administators,
System adoption
    encouraging, 422–423
    geekthusiasm, 203
    heroes, 202
    importance, 1
    mavens, 202
    politics, 200–204
    problem management, 204–206
    readiness, 155–156
    system out, 203–204
    top down, 200–202
System functionality metrics, 6
System ownership issues, 190–192

Tactical marketing personnel, 131
Target Accounting Selling tool, 231
Target segments for AdWords, 331
Tasks
    on-demand activities, 426–427
    sales representatives, 293
    SFDC object model, 82
    system administrators, 361–362
    weekly activities, 425–426
Tchochkes, 136
Team members
    time requirements, 15–16
    wave deployment, 135
Technical dependencies in WaveMaps, 128–130
Technical metadata, 74
Technical requirements in wave deployment, 138
Technical support
    customer support, 370, 377–380
    process elements, 251–252
Telemarketing process elements, 248–249
Telephony
    integration tools, 233
    support, 234
Terminology, 10–11
Territory management, 308–310
Testimonials, 354
Themes in WaveMaps, 132, 134–135, 139
Thresholds
    best practices, 14
    data, 72
    process redesign, 264
Tightness of tool integration, 218
Time-based scoring for leads, 346
Time boxing in wave deployment, 143–144
Time horizons for data migration, 98
Time zones
    customer support, 382
    order operations, 287
Timeliness of data, 71
Timing issues with add-ons, 212
Title field for sales representatives, 291
Tools and products, 209
    add-on differences, 212–214
    administrator, 223–226
    AppExchange, 221
    building, 219–221
    business models for, 214–215
    effort and reward levels, 216
    executives, 27, 238
    featurettes, 221–223
    finance, 236–237
    integration vs. extension, 217–219
    limiting, 211–212
    marketers, 226–229
    migrating, 100
    pricing models, 215–216
    sales management, 229–233
    SFDC, 209–211
    support, 234–236
    vendor factors, 226
Top-down perspective in process optimization, 239
Toys
    for change, 176
    featurettes, 221–223
Tradeshows for leads, 329–330
Training
AppExchange applications, 210
    customer support, 381–383
    readiness, 177–178
    wave deployment, 148
Transition types in wave deployment, 150
Trash characters in migration, 102–103
Trash leads, 278
Trends, data, 72
Triggers, data, 72
Trust for credibility, 144
Two-window approach for tools, 217
Types, data, 74, 86

Unambiguous permissions and personal information, 196
Uncertainty from add-ons, 211
Unique keys, 95, 410
Use cases, 34–35, 331
User account creation pages, 329
User Adoption dashboard, 224
User architects, 153
User interfaces, alternate, 230
User-registration screens, 327
User screen design, 76–78
User training
    readiness, 177–178
    wave deployment, 148
Users
    accessibility issues, 413
    adoption by. See Adoption
    aliases, 412
    authentication systems, 422
    change attitudes, 175–176
    communicating with, 177
    lockout, 179-180
    post-deployment frustration, 179
    readiness, 174–176
    record access, 180
    resistance to data, 78
    WaveMaps, 130–132

Validation of data, 86–87
Value engineering, 54
Vendors
    benefits, 60–62
    tools and products, 226
Venture capitalists, 164, 400
Vertical Response tool, 88, 340
Videoconferencing tools, 230
Views for lists, 13, 68–70, 77
Virtual help desks
    benefits, 423–424
    wave deployment, 149
Virtual war rooms, 18, 303
Visibility
    data, 67–68
    importance, 2
    objectives, 4
Visual inspection in data migration, 102
VisualForce, 317, 399
VLOOKUP formulas, 75
Voicemail
    checking, 180
    sales rep communication, 305
    team communication, 303
Voting for project requirements, 436–437

War rooms, 18, 149, 303
Warranty support, 370, 377–380
Waterfall model
    implementation strategy, 120–122
    sales cycle, 30–31
Wave deployment
    change patterns, 142
    data quality, 142–143
    discoveries, 140–142
    endgame, 147–148
    featurette management, 146
    go/no-go decisions, 150–151
    in-house personnel vs. external resources, 134
    nongoals, 138
    overview, 124–125
    periods, 137
    post-deployment meetings, 151–152
    problem management, 146–147   
    process, 148–150
    real-time scheduling, 143–145
    requirements, 139
    resource collection, 133–136
    starting, 136–139
    transition type, 150
    wave contents, 125–126
WaveMaps
    legal approvals/review committees, 130
    overview, 126–128
    technical dependencies, 128–130
    user readiness, 130–132
Weakest/strongest elimination prioritizing method, 434–436
Web integration, 115
Web leads, 342–343
Web team organization readiness, 171–172
web2case feature, 90, 371, 420
web2lead feature, 224, 330, 342, 344, 420
WebEx service, 330
Webinars
    leads, 330
    training sessions, 178
Weekly activities, 425–426
Widgets, 223
Wikis, 36, 74, 423
Word, data corruption from, 104
Workflows
    in change, 14–15
    integration with, 219
    lead process, 259–260
    in storyboards, 77
    streamlining, 395

ZoomInfo service, 115, 233, 281, 290, 349, 351