Re: Salesforce.com: Why the model is working
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Loading ...This post title written by Larry Dignan does not sport a question mark, I think is begged for. I do not question superiority of on-demand (SaaS) model or quality of Salesforce.com service offering. What I really want to learn is HOW does this model work for their customers in terms of return on their investment? Did they realize improvements in their sales effectiveness, if that what they expected from this investment? In other words WHAT are the Salesforce.com (CRM) customers expectations and how do they measure their success or failure? I wait for a day when we stop evaluating tool vendors on the basis of their sales achievements and start to look at success ratio of their customers achieving expected returns on their investments. This is not a reflection on Salesforce.com specifically, but on IT industry value system in general.
Chef of the very respectable restaurant in South Hampton (Silvers), once reacted to McDonald’ board boasting “Served 5 million customers” with this interpretation - “Eat shit - a gazillion flies can’t be wrong”.
There are many excellent blogs and other resources on the Internet which explore methodologies and Best Practices for business process re-engineering, project management, systems implementation, software engineering, and change management. However I could not find much help with unlocking value of integrated utilization of these disciplines to facilitate Organizational Transformation. In this blog I would like to focus on this subject. I would like to stress that this is not an academic inquiry, but a practitioner's desire to discuss and share practical business knowledge and Best Practices. Let's see how it evolves - "Every brilliant idea quickly degenerates into a lot of hard work" - Peter Drucker.