Make decisions with reports & dashboards Using salesforce analytics to drive business results.

Please note: We will be starting a minute or two after the hour to allow for people still joining.

Post your questions in Getting Started before, during and after the webinar!

Your hosts – and some logistics

Getting Started Community – a collaboration group with real solutions for maximizing the value you get from Salesforce

Uwe Gundermann

Find the group:

http://www.salesforce.com/success-gettingstarted

Elna Miller

bit.ly/ElnaMiller

Who we are… …and how to stay in touch with us

Aiyaz Ahmed

bit.ly/AiyazAhmed

Martina Curran

http://bit.ly/MCurran

Presented by:

Your Getting Started Salesforce Community Team

Sam Achuff

bit.ly/SamAchuff

Forward-Looking Statement

Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. 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.

Today’s success webinar – our objectives

Develop Key Performance Indicator dashboards and reports in four simple steps

• Start with the right KPI’s

• Put your KPI’s in context

• Assign owners and actions to your leading indicators

• Develop a process for KPI-based decision making

Your starting point: reporting as a decision-making tool

Better insight Actionable data Better decisions

A framework for effective reporting

Define your business goals and the KPIs for them

The power of KPIs (Key Performance Indicators)

“What gets measured gets managed”

• Make more informed decisions

• Set clear expectations and guidelines

• Improved communication around goals

• Consistent focus on shared metrics

• Improved performance measurement

• Focus on the future

Resource:The Power Of KPIs – Resource: 7 KPIs Every Sales Manager Needs

Finding your KPIs: start with the big goal and drill down

Objectives

How will I measure

success?

Acquisition of new

customers and

reduction of lost

customers

# calls to new logos

Capabilities

How will I meet my

objectives?

Use web-to-lead to

source new leads.

Increase renewals

and win rates

# Leads captured and

converted, comparison

across team

Increase revenue by 10%

What do I want to achieve?

Vision/Goal

% revenue increase, YoY

Increase revenue by

10%

What do I want to

achieve?

Vision/Goal

% revenue increase, YoY

Creating context: understanding the numbers

Putting the numbers in context: three tricks we’ll show you

How: Use custom summary

formulas, dashboard and

report filters

Highlight gaps

How: Use trend reports,

snapshots, groupval

functions

Identify trends

How: Use leader boards,

bucketing, multi-axis charts

Run comparisons

Hands-on Training: Compare Report Groupings With Summary Functions - Link

Ask the right questions

Keep your KPIs in perspective

Focus on metrics that matter How are we doing? Focus on metrics that matter How are we doing?

Opportunity Trending Cheat Sheet Link

Ask the right questions

Dashboards should tell a story

This is a key location, use it wisely!

Use footers to provide context

Organize by columns or rows

Decision time: what needs to be done?

Actions and owners

Who owns the

number?

What action do they

need to take?

How do you drive

accountability?

Best Practice: Use Chatter to identify owners and drive action

• Post snapshots of dashboards to your wall or to the users involved

• Use them as starting points for interactive discussions

• Escalate concerns directly to their owners

• Drive team performance

• Recognize rep performance

Posting Dashboard Snapshots to Chatter- Link

Best Practice: use scheduling to deliver information and drive action

Download IntelliMail on the AppExchange - Link

Schedule a report

Share information to teams

for immediate action

Schedule a dashboard

Share information with management

on a scheduled basis

A framework for effective reporting

Putting KPIs into action: creating a consistent process

Align the organization

Sales Exec

Sales

Managers

Sales Reps

Give people tools that

work for them

Find the right cadence

Recording: 6 Simple Steps To Drive Business Performance With Dashboards - Link

Continuous Process Improvement

• Quota attainment

• Key customer

meetings

• New business

generation

• Pipeline coverage

Putting it all together: reporting for a Sales Rep

• Am I on target to reach

my annual quota?

• Where am I performing

against my peers?

• How am I doing

compared to last

quarter?

• Am I spending my time

on the right accounts?

• If I am not on target,

what action do I need

to take to catch up?

• If I have stuck

opportunities, what

action can I take

• Can I adjust or modify

my interactions with

Prospects and

Customers?

• Review reports before

key customer

meetings

• Ensure opportunities

and activities are

updated every week

using a “clean your

room” dashboard

1

Start with the right

KPIs

2

Put them in

context

4

Quick start your

KPI’s into action

3

Assign owners

& actions

Questions to guide your conversations - Link

Putting it all together: reporting for a Sales Manager

• Pipeline coverage

• Opportunity closure

rates

• Team & team

performance

• Activity per deal

• Lead conversion rates

• How is my team

tracking month-to-

month, vs quarter to

quarter?

• How is each rep

tracking vs their

peers?

• Are deals are being

pushed?

• How will I address

Reps who are not

completing activities

and need coaching?

• How will I determine

which deals need extra

focus?

• Which analytics will I

use to drive

communication?

• Run weekly deal

reviews with reps from

a dashboard

• Mandate reps to have

their deals updated

beforehand – “if it’s not

in the app, it doesn’t

exist”

• Call out actions

needed via Chatter

Questions to guide your conversations - Link

1

Start with the right

KPIs

2

Put them in

context

4

Quick start your

KPI’s into action

3

Assign owners

& actions

Demonstration

• Highlight gaps

• Identify trends

• Run comparisons

• “Chatterize your results”

• Schedule a report or dashboard

• New! Report Notifications

Wrapping up: our tips for effective analytics

• Answer questions

• Relate top-level metrics to

supporting data

• Drill to reports for more

context

• Salesforce CRM Dashboards

• Sales Activity Dashboards

• Service & Support Dashboards

• Create visibility

• Influence ownership, and accountability

• Call to action

Release Readiness Community- Link

Tell a Story Drive Action with Chatter Use the Appexchange

What can you do NOW?

• Today: Start the discussion with your stakeholders

• This week: Define your strategy

• This month: Download a dashboard package from the Appexchange and configure your first performance dashboard to highlight your key metrics

• Start driving performance with actionable data and dashboards!

Essential follow ups from today’s session

1. Start with these quick videos and our Trailhead Modules to learn all about Salesforce analytics.

2. View our training on Getting Started With Reports & Dashboards.

3. Watch our 6 Simple Steps to Produce Effective Dashboards webinar.

4. Download the Principles of Killer Dashboards e-book.

5. Then check out and install the Dashboard Starter Pack, Sales Activity Dashboard and

Opportunity Accountability Dashboard from the AppExchange.

Resources

And don’t forget!

• Join the Official: Salesforce Reports & Dashboards community group.

• Check out these great Dreamforce sessions on Cranking Up Impact With Analytics and Putting

Analytics In Front Of Company Leaders.

And don’t forget!

• Join the Official: Salesforce Reports & Dashboards community group.

• Check out these great Dreamforce sessions on Cranking Up Impact With Analytics and Putting

Analytics In Front Of Company Leaders.

Background reading, viewing and doing

• Bookmark or download the Analytics Workbook to get recipes to extend your reporting capabilities.

• Learn about the 6 Dashboards Every Sales Leader Needs.

Background reading, viewing and doing

• Bookmark or download the Analytics Workbook to get recipes to extend your reporting capabilities.

• Learn about the 6 Dashboards Every Sales Leader Needs.

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Reports & Dashboards

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