IBM & Sales Cloud: Program Management Framework

Salient Features
Jul’20: “As CEO/CFO/Executives of IBM, we would like all sellers & sales
managers of IBM to be boarded to Sales Cloud by Jul’21.”

“I want to create “Managing newly “I want to have access “Contacts data

Opportunities and have generated Leads on to accurate Accounts should be updated
them progress in a the CRM tool is data at all times” on a regular basis”
“Use CRM as a
seamless manner” important ” single source of
information and
start point”
“Territory management “I want to have “Reporting “I need accurate
is important given our accurate pipeline for management is a dashboards with
global scale” forecasting data” critical piece” actionable insights”
 Team Set-up
- Cross-functional not component
- Independent work-streams

Culture Process
- One-Team - Iterative & Incremental
- Experiment to Learn - Vertically sliced Backlog
- Transparency - Deploy higher every iteration
- Leadership support - Test First

Program
Management
Levers

Governance Architecture
- Agile ALM single source of truth - Initially done upfront (first 90 days)
- Dependency management - Incrementally aligned to change
- Real-time Dashboard for Scrums - Architecture Review Board
- Iteration planning & Showcases @
Program level

Engineering & Tools

- Environments in first 30 days
- Streamlined Development practices
CRM Platforms
- Upfront Build Pipeline & Test Automation
 Independent work-streams
1. Team Setup
Cross-functional – full-stack developments skills in each squad
Support roles to help teams address impediments

Business Analyst Workstream 1 Workstream 8

Iteration Manager
(Developer)
Data SME

Developer

Test Auto. Skills

DevSecOps Skills
Support Functions
Serves all cross-functional teams

 Platform Architects  Program Manager

 Business Architect  First Line Leaders
 Salesforce Architects  UI / UX SMEs

CRM Platforms
2. Process
• One squad – one backlog
2.

Integrations with
• Two-week Iterations • Many squads delivering in parallel
trusted sources
• Goal: Working software in higher environments • Vertically Sliced Backlogs
• planned well in
Test First as part of Definition of Done • Agile ALM to map dependencies

1. advance •
•
Scrum of Scrums
Program Iteration Planning & Showcase

Incremental Development

3. •
•
•
All work laid out on “release plan” in two weeks blocks
Track iteration accomplishments
Track progress against release milestones
• Weekly steering committee update with Stakeholders
CRM Platforms
3. Architecture Incrementally aligned to Change
Architecture Review Board – Working group to review & solution
increments

Architecture Review Board – Salesforce, Business, Platform Architects & Product Owners

Business Increments to
Interim
Architecture Architecture
Architecture in
via dedicated based on
first 30 days
sessions feedback

• Data Architecture • Solutioning

• Integrations • Territories
• Account Hierarchy

CRM Platforms
 All Dev Environments set-up in first 30 days
4. Engineering Practices
& Tooling Streamlined Development Practices for code promotion
Security & Compliance covered

Re-use and Enhancement Focus on Test Automation

of middleware Tooling from Day 1
from Atlas & CIP
~90% Coverage of
Regression automated today

Dedicated CI-CD Pipeline 75% reduction in time spent

using Salesforce DX – on middleware deployments
work started from Day 1

CRM Platforms
 Stakeholders access unified view of progress on the program
5. Governance
Visual tracking of key dependencies
Ease of sharing progress-related information

 Transformation Tuesdays

Executive  Sales Community

Communications

 Weekly Program Review

Program  Backlog Readiness &
Dependencies

 Scrum of Scrums
Dashboards
Team  JIRA visibility for
progression tracking
CRM Platforms
 One-team behavior led to High Performance
6. Culture
Encouragement to Learning via Experimentation
Hands-on approach by leaders to deal with technical challenges

Experiment -> Learn -

> Pivot

United to Leaders help teams on

Deliver technical issues

Teams maintain
transparency
CRM Platforms
Source: SpencerStuart (2019)
Lessons Learned

Architecture
must evolve
incrementally
Be agile: Key for
Iterative & success:
shippable Ability to
increments core respond to
to delivery
Proactive
BU/User change
Feedback &
Involvement
(missed at
Milestones were
sacrosanct.
times)
Leadership
support to
teams was key

CRM Platforms
 Aug’20 Sep’20 Oct’20 Nov’20 Dec’20 Jan’21 Feb’21 May’21 Jul’21

NDA & IBM- 30-60-90-day kick-off; Salesforce Infrastructure 30-60-90-day Data Migrations & Canada Americas Worldwide
Salesforce sign-off PM framework setup Training Setup & Tooling completed Key Integrations Go-live Go-live Go-live

Business Outcomes from IBM Sales Cloud

OneCRM: Single Volume of Opportunities Quality of Delivery

Source of Truth

780K+ Open & 1 Sev1 related to

26K+ Sellers on Won Combined core functionality
one application

Sales Tool Consolidation Number of Integrations Compliance

160+ tools 15 Trusted Sources

consolidated/sunset
100% for GEO
specific requirements
Thank you