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What does CRM look like at salesforce.com?

We use Salesforce CRM to manage many aspects of our business,including sales,


marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change ManagemeWhat does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change ManagemeWhat does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?
Change Management Introduction
?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?
Change Management: Making It Happen!
?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.
Organize your people
Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.
Prioritize change requests
Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?
Change Management Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.
Create a change review board
Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.
Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?
Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM
How salesforce.com manages Salesforce CRM
For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19
What does CRM look like at salesforce.com?
We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.

More resources for change management


To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

What does CRM look like at salesforce.com?


We use Salesforce CRM to manage many aspects of our business,including sales,
marketing, support, professional services, customersuccess, orders and contracts,
vendors, partners, education, time off,volunteering, Dreamforce, and our help
desk.Our current implementation includes 3,800 employees, 4,500 users, 55 million
standard and 49 millioncustom object records, 352 custom objects, and 50 custom and
installed apps. The application is availablein 19 languages and covers 6
currencies. Because so many people depend on the application, we need astrong
change management process to manage all the change requests from users and business
units aroundthe world.
4 strategies for managing change
Below youll find 4 key strategies that work for usthey may also work for you.1.

Create a change review board


Create a Center of Excellence (COE) responsible for changerequests.Our
COEconsisting of users, business owners, and executivesis responsible for
evaluating allchange requests. The COE provides a critical partnership between the
business and IT to helpprioritize requests and get things done. This kind of
sponsorship is important for business groupsbecause it helps drive global or
divisional projects. At saleforce.com, we have an IT-drivengovernance model. The IT
product management team helps organize and drive change effortsacross the
organization.2.

Organize your people


Create an operational team for each business unit that will be responsiblefor
collecting change requests and driving them through the process.At salesforce.com,
each operational team generates requests and sends them to the IT productmanagement
group, which is responsible for all development. Once completed, the change
ispassed to the application support team (a team of administrators), which
implements the change inthe production system. Note that approvals are always
required from the IT product managementteam to move the change process forward. The
diagram below shows how our teams work together.Abstract
As your company grows, so should yourimplementation of Salesforce CRM.In this
document, salesforce.com shares its bestpractices for managing the application.
By Nancye Michaelian
How salesforce.com manages Salesforce CRM

How salesforce.com manages Salesforce CRM


For More Information
Contact your account executive to learnhow we can help you accelerate yourCRM
success.
3.

Prioritize change requests


Separate requests depending on the complexity and effort requiredto meet them. At
salesforce.com, we separate change requests into two typesminor and major.

Minor requests
typically require general maintenance and have a minor impact on ourproduction
application. Such a request can be specific to individual employeessomeonehaving
problems with a BlackBerryor to the production instancea group needs to add
avalue to the case type picklist. For minor requests, we use delegated
administration becausesuch changes dont require management approval. We seek to
empower our business teamswhenever possible.

Major requests
have a significant impact on our production instance, such as integration withother
systems or the installation of an AppExchange solution. Major request must
besponsored by the COE and reviewed by our IT Advisory Board. Salesforce.com uses
the
ideas and community functionality
of Salesforce CRM to manage these requests, whichmakes it easy to communicate with
users about our production roadmap.Both types of requests are managed with the
logged cases
functionality. We use dependentpicklists to ensure data quality and assignment
rules to route cases to the correct owner. To furtherautomate the processes, we
send auto-notifications to end users when their requests have beenprocessed.4.

Usesandbox
For changes that require coding or include integrations, we recommend
usingForce.coms sandbox environment to make sure the code works properly before
its deployed.At salesforce.com, we develop initial code in a config-only sandbox
to give the developer thecorrect context in which to build the code. Once the code
is ready to deploy, our QA departmenttests it in a full-copy sandbox environment
before releasing it.
More resources for change management
To find out more about change management, check out the following resources:
?

Change Management Introduction


?

Change Management: Making It Happen!


?

Change Management Example


?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

nt Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

nt Example
?

Dreamforce: How Salesforce.com Manages CRM and Platform Change (the presentation on
which thisdocument is based)
BP_HowWeUseChangeMan_2010-03-19

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