How To Solve The Biggest Problems With Salesforce TrainingLearn how to create & deliver a proven Salesforce training model that will delight your end users and impress your executive team.David GillerCEO, Brainiatedgiller@brainiate.com@davidgiller

David Giller, Esq.

Founder & CEO

• Certified Salesforce Sales Cloud Consultant• Co-Leader of NY Salesforce User Group• Author, Getting Started in Salesforce Series • Formerly known as “The Salesforce Guru” at GE Capital• Attorney (managed my law practice on Salesforce Sales

Cloud)

• Previous IT Manager at NBCUniversal

About Me:

• Salesforce Training• New Salesforce Implementations• Enhance Existing Salesforce Configurations• Custom App Development for Salesforce

About Brainiate:

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The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.

Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Max Cooper Uses Salesforce at Acme Health Corp to track prospects &

customers.

Max (Sales Manager)

Salesforce Implementation Overview

• 500+ Sales Reps• Enterprise Edition of Salesforce

Invested $$$ on the Salesforce platform

Salesforce Rollout History

• Moved all older, historical data into

Salesforce

• Salesforce went live 1 year ago

• Conducted initial “rollout training” 1 year ago

Today’s Pain Points – Experienced by Management

• No visibility to current pipeline• Generating pipeline reports via Excel• Half-baked, inaccurate & duplicate

records• Creating a customer list is painful• No insight on team’s calling efforts• Sales managers have no data

Today’s Pain Points – Expressed by Reps

• “We never got proper training”

• “We don’t have time to use Salesforce”

• “Salesforce is too confusing”

• “Salesforce isn’t as flexible as _______.”

Ask Your Reps

• ..looking for a phone number?

• ..looking for an email address?

• ..searching for the decision maker at your

accounts?

• ..trying to find your notes from a prior

meeting?

• ..trying to remember your own to-do items?

How often do you find yourselves..

Can We Quantify This Pain?

• Time wasted searching for customer information.

• Time wasted consolidating notes & spreadsheets.

• Deals that slipped through the cracks.• Frustrated employees who left to work

somewhere more efficient.• Money already invested in Salesforce

licensing, apps, integrations & ongoing support.

What Can Max Do?

Max (Sales Manager)

Within 2-3 Months, Max Can See:

• Dramatic increase in Salesforce adoption

• Accurate pipeline data, captured natively in

Salesforce

• Clean prospect and customer data

• Visibility into his team’s efforts & touches with

customers

Max (Sales Manager)

..without purchasing another app!

Within 2-3 Months, Sales Team Can Experience:

• More streamlined & efficient workflow

• Visibility into customer data on all devices

• Clarity on those records that require immediate attention

• Elimination of Excel cleanup to create pipeline & activity

reports

• Love and appreciation for the Salesforce platform

How Can Max Accomplish This Transformation?

Max (Sales Manager)

Max will follow a 3-step strategy that is:• Proven,• Simple, • Inexpensive and • Sustainable.

Are you taking notes yet?Now might be a good time...

Step 1 - Prepare

• Understand the current business processes, nuances & priorities (across departments, divisions and business units).

• Identify the KPIs that matter (ex. quantify how many customer touches are expected each month).

• Be familiar with existing Salesforce customizations, integrations, third party apps, current pain points.

Salesforce Administrator / CRM Team Needs To..

Step 2 - Deploy

• 1 hour training sessions via web (GoToMeeting,

WebEx)

• Weekly training sessions (Mon/Wed or Tues/Thurs)

• Sessions are recorded (no excuses!)

A mandatory core CRM training curriculum for all users

Best Practices:

Step 2 - Deploy

Standard Curriculum:

A mandatory core CRM training curriculum for all users

• Navigating Salesforce

• Chatter• Leads• Contacts & Accounts• Activities• Opportunities

• Cases• Campaigns• Reports• Dashboards• Salesforce1• Additional apps, integrations,

etc.

Step 3 - Maintain

• New issues, concerns, frustrations

• Ideas to improve existing

configuration

• Sharing new best practices

Ongoing, bi-weekly “Lunch & Learn” sessions to address:

Why Record All Sessions?By recording training sessions:

• Eliminate excuses (I couldn’t attend! I forgot!)

• Help new hires & internal promotions

• Allow users to re-watch previously attended

sessions

Optional: Measuring User Competency

• Find, create, edit, reassign records (leads, contact, accounts, opportunities, quotes, campaigns, cases).

• Create tasks – assigned to themselves and others.• Update records via mobile device, including Chatter

posts, tagging colleagues, snapping photos & attaching them to records.

• Create list views, reports, dashboards.

Provide users with micro hands-on exercises to demonstrate ability to:

Step 1: Prepare

Step 2: Deploy (Training Curriculum)

Step 3: Maintain (Lunch & Learn Sessions)

Optional (Kick-Some-Butt) Enhancements:

3 Step – Salesforce Training Plan:

• Record all sessions

• Measure competency via micro

exercises

Review

Questions?

thank y u