top of page
Include-User-Adoption-in-the-charter-of-the-Salesforce-Center-of-Excellence-COE.jpg

SALESFORCE CoE

DEVELOPING A CENTER OF EXCELLENCE

Agenda:

​

  • Why a CoE?

  • Getting Started

  • Three Models

  • Roles & Responsibilities

  • Next Steps

  • Real Customer Examples

WHY A CoE?

Center of Excellence
What is it?

  • A Center of Excellence drives the execution of processes by which organizations identify, prioritize, assign, execute and communicate while optimally leveraging people, processes, knowledge, and technology

  • A Center of Excellence could also originate as or encompass:

− Advisory Board
− Change Control Board
− Steering or Exec Committee

People

Processes

Knowledge

Technology

Center of Excellence
Goals

  • Drive global or large multi-division projects

  • Reduce deployment risk and raises quality of the release lifecycle

  • Align business and IT operations

  • Develop in-house salesforce.com expertise across different areas

  • Drive the execution of processes by which organizations identify, prioritize, assign, execute and communicate while optimally leveraging knowledge, resources, and tools

GETTING STARTED

CoE Lifecycle

Getting Started

  • Identify Executive Sponsors

  • Conduct Stakeholder Analysis

  • Define Business Objectives

  • Define Program Charter

  • Define CoE Operating Model, Roles and Responsibilities

  • Set up Meeting Agenda and Schedule

Emerging

  • Define Process Maps

  • Define System Blueprint

  • Define Management & Risk Controls

  • Define Release Request Process

  • Define Success Metrics Strategy

  • Define Data Architecture

  • Define Data Quality Strategy

  • Develop Adoption & Strategy Plan

  • Establish Environment Management and Code Migration process

Practicing

  • Map Business Processes/Requirements

  • Develop CRM Roadmap

  • Develop Integration Architecture

  • Define Deployment & Training Strategy

  • Define On-­‐going Support Plan

  • Establish Change Control Process

  • Define long-­‐term Data management strategy

  • Define long-­‐term Integration strategy

  • Establish key cross-­‐unit standards

Leading

  • Provide frequent updates via Newsletter/Website

  • Conduct User Group Meetings

  • Develop Vendor Management processes and standards

  • Validate Success Metrics & Adjust

THREE MODELS

Collaborative Center of Excellence (Business Driven)
Information Sharing
• Product Usage, Best Practices
• Review new Salesforce Features
• Evaluate App Exchange Partners
– Networking and Collaboration
• Lending support, helping identifying Subject Matter Experts

Governing Center of Excellence (IT Driven)
– Formal Command and Control Structure
– Ensures Adherence to Standards and Processes
– Clearly Defined Responsibilities at both COE and BU level
– Structured Collaboration between Groups

Hybrid Center of Excellence (Business & IT Driven)
– Common in companies that are
just starting with the COE concept
– Less formal reporting relationships
– There is no formal reporting
relationship between COE
Leadership team and the BUs
– COE team is much smaller

bottom of page