Full session information and videos available at successforce.com.

1. Domain 4: Sponsorship & Governance Scott Johnson, salesforce.com Glen Martin, salesforce.com Sam Loveland, salesforce.com Kevin Gibson, ADP Best Practices: Global Enterprise

3. Scott Johnson Engagement Manager Enterprise Professional Services salesforce.com

4. Domain Development Approach Define Business Objectives Define CRM Strategies Define CRM Vision Prioritize and group Initiatives Develop the CRM Roadmap What are key business metrics to measure success? Assess impact on organization/ employees How will the CRM transformation impact the organization and employees? Identify key Business Metrics Domain #1 Strategy and Vision What are the business objects of the overall CRM effort? What should be the basis for deciding which initiatives are pursued first? What are the strategies to enable achievement of your CRM vision? What is the vision that will carry forward the CRM effort? Domain #2 Business Metrics Domain #3 Adoption Domain #5 Roadmap Define Processes Develop the Technology and Data strategy What processes will help achieve the CRM vision? Do they need to be re-designed? Domain #6 Process Domain #7 Technology and Data What technology and data strategies and architecture will support the CRM effort? How should the list of CRM related programs and initiatives be structured to produce maximum benefit? Develop the Center of Excellence Domain #4 Sponsorship and Governance What governance model will best support the CRM effort?

6. Kevin Gibson Senior Director Corporate Information Systems ADP

8. ADP Support Structure

11. COE Framework

14. COE High-Level Plan Month 1 Leadership Business Technology and Data Architecture Change Management Identify Executive Sponsors Month 2 Month 3 Define CRM Business Objectives and KPI Define Program Charter Define Investment Request Process Execute Investment Request Process Identify Key Business Process Capabilities Define Process Maps Map Processes to Business Requirements Develop CRM Solutions Roadmap Define System Blueprint Define Security and Data Architecture Define Integration Blueprint & Implementation Plan Define Release Management Strategy Conduct Stakeholder Analysis Develop Adoption Strategy and Plan Define Training Strategy Define On-Going Support Plan Timeline are representative – dependent on Customer Organization and timeline Define Management and Risk Controls Define Metrics Strategy Develop Deployment Strategy

15. COE Collaboration Structure COE Responsibilities Standards & Best Practices Reporting Templates SME Knowledge & Training Materials Cross-business Coordination (Projects) New Functionality Test & Deployment Approach Security & Data Sharing Model Data Integration Approaches Subscription & Vendor Mgmt New Unit Implementation Guidance & Support New Product Feature Evaluation Business Unit 1 Business Unit Responsibilities Business Requirements & Process Mapping New Functionality Test & Deployment Business-unit Specific Project Governance Reporting & Measurements Configuration and Customer Fields Data Quality Data Integration Execution User Training and Support Adherence to Best Practices COE Participation Business Unit 2 Business Unit 3 Business Unit N

19. COE Investment Request Calendar Week 1 Quarterly Investment Calendar Request Deadline Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8 Week 9 Week 10 Week 11 Week 12 Week 13 Submit Investment Requests Assess Deadline Prioritization Meeting Allocate Resources Assess Investment Requests Prioritize Investment Requests Roadmap Review Monthly Investment Calendar Monthly Request Deadline Monthly Request Deadline Monthly Request Deadline Assess Prioritize Staff & Schedule Assess Prioritize Staff & Schedule Assess Prioritize Staff & Schedule Begin Project Start Release Process

20. Glen Martin Director, Product Management Platform Division salesforce.com

21. New feature: Multiple Sandboxes Development Training Testing

22. New feature: Multiple Sandboxes

28. Project delivery cycle with Sandbox Production Instance Production Support Staging COE live full copy configuration-only, sample data configuration-only, training data legend Dev Integration BU Project Training Dev Dev Dev Integration

29. Sam Loveland Director, Client Services Executive salesforce.com

30. Enterprise Feature Request Process Goals Deliver a scalable Enterprise feature request process that enables customer success and product innovation

31. Feature Request Process

36. Scott Johnson Engagement Manager Glen Martin Director, Product Management Kevin Gibson Senior Director Corporate Information Systems QUESTION & ANSWER SESSION Salesforce.com Sam Loveland Director, Client Services Executive