How does one run an enterprise-wide digital transformation in the middle of a pandemic? This IBM case study focuses on providing insights from one of the largest Salesforce CRM transformations executed in the world. The objective of this program is to simplify the sales processes and increase IBM’s seller time in front of clients. From an execution standpoint, the program required Salesforce platform customization, architecture design, environment setup, data integration, and frequent tooling effort following an agile mindset. All of this, including the people ecosystem embracing work-from-home, had to come together in an aggressive one-year timeline for global rollout. Our session will deep dive into uncovering elements from a program management framework adopted precisely for this fast-track delivery. It will shed light on social elements, such as team set-up, culture, and governance as well as technical elements involving agile process-based delivery, architecture, and engineering practices.

The audience for the session, primarily middle or senior managers, will benefit from a fresh perspective on how CRM transformation can be executed in a large enterprise setup. They will gain insights on how our framework can be applied to run large programs within their organization. They will also benefit from developing a holistic perspective on how different elements of a transformation journey can be brought together to achieve strategic objectives. Besides, the individual contributors will develop a perspective on key principles they must follow to deliver effective results while working in an agile setup.