2 Main Issues to Consider While Migrating To CRM Salesforce Cloud Computing

I just returned from a Salesforce presentation: Social Enterprise Essentials: a fine event organized in the SAS Radisson hotel here in Hamburg City with wonderful people among others: Kerstin Daher and Ulrich Hoffmann: “Welcome to the age of the networked enterprise”:
  • Sales Cloud: as a sales enterprising tool
  • Service Cloud: innovation and customer service / care
  • Chatter: a private social network for business
  • Force.com: cloud platform for custom app development
  • Radian6: seminar & case study around the international CEBIT computer show in Hannover.
I cannot help but be reminded that we are in Germany and that charm and chivalry remain integral part of our French vocabulary! There is no need to get into the details of these applications since there is plenty of information on the pages attached to the links provided above! These topics were addressed quite thoroughly during this very well organized one day infomercial.
 
Salesforce is using this Cloud tsunami development to certainly establish a stronger business base in Germany and Europe with a significant deployment of man power hosting an event this year in Hamburg city with roughly 250 in attendance.
 
Well done Salesforce for putting together a sales oriented IaaS, PaaS and SaaS package ready to go: it is undeniable that those tools are in place and ready to unleash their power if implemented properly! The need for Cloud CRM is there and the trend not to be stopped! Add BYOD to smart phones & tablets commercialization and you’ve got the right foundation for a Salesforce thriving business potential and its US$ 3B turnover if I understood the presenter correctly!
 
Well done Salesforce for buying Radian6 last year and adding  Heroku  and  Ripple to your 2012 cloud shopping tour, obviously en route to moving from traditional CRM to a more social CRM or SCRM. I was impressed by the morning Radian6 presentation, which completely convinced me of the most “in real time” detailed analysis utilizing countless internet sources of information! It is also worth adding that Salesforce updates its platform three times a year definitely trying to keep up with the relentless social media pace moving forward at the speed of light!
 
Salesforce is mostly keeping up but I was a bit disappointed though when asking about full integration of social media new comers such as Google+, Pinterest and Pinwheel! For now the social media platforms being taken into consideration are Facebook, Twitter, YouTube and Klout more is probably coming but without any concrete information on future developments.  
 
Salesforce did a great job at presenting an installed and operational cloud structure but did not initiate us to the two main challenges to be faced when
a) implementing a social business / enterprise culture 
b) migrating from legacy structures to PaaS and IaaS,
which are both the foundation for a successful social cloud migration! When I challenged one of the presenters with these two core issues I was kindly requested to “find out more from their service partners” and was told that Salesforce is not responsible for creating a social enterprise or migrating from legacy systems! Correct! However, these two main issues remain and furthermore what happens if a company decide to do a U-Turn and retreat to its former legacy system?  
 
 
Who is going to write a company culture book and educate both staff and management that it is mandatory and obligatory in a 21st century hyper connected company to share strategic customer information? How are we going to motivate sales, marketing & customer service among others to share their confidential customer data and transfer it to a centralized cloud database? Not that easy Salesforce  and we know how much silo thinking isolates information and keep it to itself! The real answer is obviously the undeniable need to create first the right company culture. There is no need for cloud or centralized strategic information if company staff and management are both reluctant to share knowledge and business insight!
 
I regret that QR codes were not put on our badges, which would have helped the networking and exchange of information between participants. A well deserved mention to Claudia Hilker, who managed to pull off a 30 minutes presentation on social media strategy! Well done Claudia and thank you for the book! Looking forward to getting a free copy of the latest “advanced” version!
 
Thank you again to Salesforce and the hospitality extended to all of us with great drinks and good choice of food: Well done and compliments for a well-organized event!  

One response to “2 Main Issues to Consider While Migrating To CRM Salesforce Cloud Computing

  1. Here is a very successful company that started with core values:
    http://ma.tt/2011/09/automattic-creed/

    From this has emerged a culture that can embrace the network era:
    http://blog.hansdezwart.info/2012/03/11/welcome-to-the-chaos-the-distributed-workspace/

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