Force.com for Everyone: How to Power Your Customer Company with Smart Process Applications

To become an effective Customer Centered Company, everyone in your extended organization must work together in the interests of the customer. They can only do this effectively if they are working off a common set of data and information, and are communicating and collaborating through a common medium. They must ensure that the entire organization and its partners can be effectively harnessed in unison to ensure the customer is provided with a smooth, customized and efficient experience. This requires an element of structure and control to ensure everyone knows what they need to do and when they need to do it, and to be able to efficiently respond when things go off track. This book describes the challenges confronting organizations on the road to becoming a Customer Centered Company, and how they can be met by building smart process applications on top of the Force.com platform. Smart process applications (SPA) are a new category of software that address people-intensive, highly variable, loosely structured business activities by leveraging the new technology provided by social, mobile and cloud. SPA brings order, tracking and management to unstructured, interdependent and extended processes that are currently executed primarily via email, spreadsheets and meetings. The book also describes the role of IT in implementing and supporting SPA, and how SPA accelerates the implementation of Force.com across the enitire extended enterprise, resulting in enormous gains in productiivity, effectiveness and cost reduction. For ongoing updates, go to http: //force101.info.

About the Author :
Jonathan Sapir has over thirty years' experience helping clients leverage information technology to build their businesses. He is the founder and CEO of SilverTree Systems, Inc., a software development company with offices in Chicago, New York and Miami. Jonathan has written five well-received books, including Igniting the Phoenix: A New Vision for IT in 2003, which foretold many of the ideas that have become reality, especially in the areas of enterprise social software, cloud computing, and self-service application development; and Power in the Cloud: Using Cloud Computing to Build Information Systems at the Edge of Chaos in 2008, which looks at building information systems in the context of complex adaptive systems theory. His more recent books focused on the Salesforce platform, including Unleash the Power of force.com, The Executives Guide to force.com: Enabling Shadow IT and Citizen Developers in the Age of Cloud Computing, and The Quick Start Guide to Implementing force.com: From pilot to enterprise-wide adoption PETER FINGAR, Executive Partner in the business strategy firm, Meghan-Kiffer Research, is one of the industry's noted experts on business process management, and a practitioner with over forty years of hands-on experience at the intersection of business and technology. As a former CIO and college professor, Peter is equally comfortable in the boardroom, the computer room or the classroom. Peter has taught graduate computing studies in the U.S. and abroad. He has held management, technical and advisory positions with GTE Data Services, American Software and Computer Services, Saudi Aramco, EC Cubed, the Technical Resource Connection division of Perot Systems and IBM Global Services. Peter has developed technology transition plans for clients served by these companies, including GE, American Express, MasterCard and American Airlines-Sabre. In addition to numerous articles and professional papers, he is an author of twelve landmark books. Peter has delivered keynote talks and papers to professional conferences in America, Austria, Australia, Canada, China, The Netherlands, South Africa, Japan, United Arab Emirates, Saudi Arabia, Egypt, Bahrain, Germany, Britain, Italy and France. www.peterfingar.com