Salesforce CRM A Complete Guide - 2020 Edition
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About this ebook
Could you describe the customer engagement approach your business is currently using? Do employees know who customers are? How does zappos transparency influence relationships with customers and employees? How do customers define value? What should you do about motivation theory?
This exclusive Salesforce CRM self-assessment will make you the established Salesforce CRM domain specialist by revealing just what you need to know to be fluent and ready for any Salesforce CRM challenge.
How do I reduce the effort in the Salesforce CRM work to be done to get problems solved? How can I ensure that plans of action include every Salesforce CRM task and that every Salesforce CRM outcome is in place? How will I save time investigating strategic and tactical options and ensuring Salesforce CRM costs are low? How can I deliver tailored Salesforce CRM advice instantly with structured going-forward plans?
There’s no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Salesforce CRM essentials are covered, from every angle: the Salesforce CRM self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Salesforce CRM outcomes are achieved.
Contains extensive criteria grounded in past and current successful projects and activities by experienced Salesforce CRM practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Salesforce CRM are maximized with professional results.
Your purchase includes access details to the Salesforce CRM self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria:
- The latest quick edition of the book in PDF
- The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
- The Self-Assessment Excel Dashboard
- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
- In-depth and specific Salesforce CRM Checklists
- Project management checklists and templates to assist with implementation
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
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Salesforce CRM A Complete Guide - 2020 Edition - Gerardus Blokdyk
Salesforce CRM
Complete Self-Assessment Guide
The guidance in this Self-Assessment is based on Salesforce CRM best practices and standards in business process architecture, design and quality management. The guidance is also based on the professional judgment of the individual collaborators listed in the Acknowledgments.
Notice of rights
You are licensed to use the Self-Assessment contents in your presentations and materials for internal use and customers without asking us - we are here to help.
All rights reserved for the book itself: this book may not be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.
The information in this book is distributed on an As Is
basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.
Trademarks
Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book.
Copyright © by The Art of Service
http://theartofservice.com
service@theartofservice.com
About The Art of Service
The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.
Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.
Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’
With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:
http://theartofservice.com
service@theartofservice.com
Included Resources - how to access
Included with your purchase of the book is the Salesforce CRM Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.
How? Simply send an email to
access@theartofservice.com
with this books’ title in the subject to get the Salesforce CRM Self Assessment Tool right away.
You will receive the following contents with New and Updated specific criteria:
•The latest quick edition of the book in PDF
•The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
•The Self-Assessment Excel Dashboard, and...
•Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
•In-depth specific Checklists covering the topic
•Project management checklists and templates to assist with implementation
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Get it now- you will be glad you did - do it now, before you forget.
Send an email to access@theartofservice.com with this books’ title in the subject to get the Salesforce CRM Self Assessment Tool right away.
Purpose of this Self-Assessment
This Self-Assessment has been developed to improve understanding of the requirements and elements of Salesforce CRM, based on best practices and standards in business process architecture, design and quality management.
It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.
The criteria of requirements and elements of Salesforce CRM have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.
In this format, even with limited background knowledge of Salesforce CRM, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.
How to use the Self-Assessment
On the following pages are a series of questions to identify to what extent your Salesforce CRM initiative is complete in comparison to the requirements set in standards.
To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.
1 Strongly Disagree
2 Disagree
3 Neutral
4 Agree
5 Strongly Agree
Read the question and rate it with the following in front of mind:
‘In my belief,
the answer to this question is clearly defined’.
There are two ways in which you can choose to interpret this statement;
1.how aware are you that the answer to the question is clearly defined
2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.
A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.
After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Salesforce CRM Scorecard on the second next page of the Self-Assessment.
Your completed Salesforce CRM Scorecard will give you a clear presentation of which Salesforce CRM areas need attention.
Salesforce CRM
Scorecard Example
Example of how the finalized Scorecard can look like:
Salesforce CRM
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service7
Included Resources - how to access7
Purpose of this Self-Assessment9
How to use the Self-Assessment10
Salesforce CRM
Scorecard Example12
Salesforce CRM
Scorecard13
BEGINNING OF THE
SELF-ASSESSMENT:14
CRITERION #1: RECOGNIZE15
CRITERION #2: DEFINE:23
CRITERION #3: MEASURE:35
CRITERION #4: ANALYZE:46
CRITERION #5: IMPROVE:59
CRITERION #6: CONTROL:73
CRITERION #7: SUSTAIN:82
Salesforce CRM and Managing Projects, Criteria for Project Managers:129
1.0 Initiating Process Group: Salesforce CRM130
1.1 Project Charter: Salesforce CRM132
1.2 Stakeholder Register: Salesforce CRM134
1.3 Stakeholder Analysis Matrix: Salesforce CRM135
2.0 Planning Process Group: Salesforce CRM137
2.1 Project Management Plan: Salesforce CRM139
2.2 Scope Management Plan: Salesforce CRM141
2.3 Requirements Management Plan: Salesforce CRM143
2.4 Requirements Documentation: Salesforce CRM145
2.5 Requirements Traceability Matrix: Salesforce CRM147
2.6 Project Scope Statement: Salesforce CRM149
2.7 Assumption and Constraint Log: Salesforce CRM151
2.8 Work Breakdown Structure: Salesforce CRM154
2.9 WBS Dictionary: Salesforce CRM156
2.10 Schedule Management Plan: Salesforce CRM158
2.11 Activity List: Salesforce CRM160
2.12 Activity Attributes: Salesforce CRM162
2.13 Milestone List: Salesforce CRM164
2.14 Network Diagram: Salesforce CRM166
2.15 Activity Resource Requirements: Salesforce CRM168
2.16 Resource Breakdown Structure: Salesforce CRM169
2.17 Activity Duration Estimates: Salesforce CRM171
2.18 Duration Estimating Worksheet: Salesforce CRM173
2.19 Project Schedule: Salesforce CRM175
2.20 Cost Management Plan: Salesforce CRM177
2.21 Activity Cost Estimates: Salesforce CRM179
2.22 Cost Estimating Worksheet: Salesforce CRM181
2.23 Cost Baseline: Salesforce CRM183
2.24 Quality Management Plan: Salesforce CRM185
2.25 Quality Metrics: Salesforce CRM187
2.26 Process Improvement Plan: Salesforce CRM189
2.27 Responsibility Assignment Matrix: Salesforce CRM191
2.28 Roles and Responsibilities: Salesforce CRM193
2.29 Human Resource Management Plan: Salesforce CRM195
2.30 Communications Management