sales cloud: best practices and new features
DESCRIPTION
How do you go from crawl, to walk, to run with the world's #1 sales application? Come hear from customers and the Salesforce team as they share best practices for rolling out the Sales Cloud. You'll also get a sneak peek at the product roadmap for what amazing innovations are coming in the future.TRANSCRIPT
From Good to Great: Sales Cloud Best Practices
Sean Alpert
Director, Product Marketing
Safe Harbor
Safe harbor 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.
Benefits of Multi-Tenant Cloud Computing:
EnterpriseCloud Computing
Fast Easy Open Flexible Trusted
No Hardware
No Software
Automatic Upgrades
Subscription Model
Any Device
Data Portability
Transparency
Real-time Status
App Marketplace
Extensible
Grow Your Business Along Every Major Metric
Average Percentage Improvements Reported by CustomersSource: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
LeadConversion
+38%
SalesProductivity
+36%ForecastAccuracy
+45%
WinRate
+26% +28%Sales
We’re long-time Sales Cloud users, and we’re happy with our results. But we want to do even better – what’s next?
What are other companies in my industry doing to optimise their processes and maximise adoption?
What are the best practices for metrics, dashboards, and reports?
How do we get started?
“How Can I Get These Results?”
4 Steps to Superior Success
Deploy Basic CRM
• Define common entities• Import clean data• Think mobile first• Create center of excellence
• Customise your org• Connect your reps• Enrich lead data• Manage basic forecasts
• Integrate all sales functions• Coach your reps• Integrate backend apps• Add other sales roles
• Add marketing automation• Integrate customer service• Create holistic sales
experiences• Connect your products and
services
Implement Best Practices Optimise ProcessesLead the
Transformation
Define Common Entities to Create Alignment
Lead
Contact
Account
Opportunity
Tasks
Activities
One View of the CustomerBasic Objects
Account Team
Contact Info
Company Info
Address
Discovery Questions
Activity History
Campaign History
Partner Info
Documents
Products
Import Clean Data from the Very Beginning
Databases
Documents
Business Cards
Very Clean Spreadsheet or
Data Table
cause of CRM failure is bad data
Lost revenue due to bad data
(Source: Gartner, CFO Advisory: Data Quality Overview, 7.29.2011)
Create Center of Excellence to Adapt to Change
Get executive buy-in early
Meet with key stakeholders on a regular basis
Monitor sales team’s use and adjust for new business opportunities
Success doesn’t happen automatically after launch!
Sales Marketing Finance IT
Implement Your Unique App
Custom Objects/Fields
ProductsCompetition
Risk Assessments“Out of Date”Client Plan
Custom Apps
ContractsAgreements
InvoicesOrders
Lead Collection
Enable Your Reps to Sell as a Team
Top Ten Ways to Use Chatter
1. Connect with product experts2. Create competitive war rooms3. Easily share large files4. Collaborate with remote employees5. Prepare for sales presentations6. Manage team projects7. Discuss confidential topics8. Get answers9. Share important info with coworkers10. Solve customer issues
Enrich Lead Information with Data.comKeep Reps Focused on Selling, Not Searching
Automatically clean accounts and contacts
Enrich accounts with D&B profiles
Cross-sell & up-sell with account linkages and hierarchies
Get real-time updates and alerts
Manage Basic Forecasting
“If it’s not in Salesforce, it doesn’t exist”
Update your forecasts on time
Keep opportunities up-to-date
Make adjustments in the app
Top Forecasting Tips
Set up Core Dashboards and Reports
5 Tips for Dashboards
1. Follow gauges for top 3 metrics
2. Chatter charts to drive discussion
3. Track opportunity funnel
4. Use sales leaderboards
5. Track activity and inactivity
Integrate all your Sales Functions with AppExchange Apps
2,200+ cloud & mobile apps
Solutions for every business requirement
Fast and simple access
Transform Your Business with Powerful Apps
Contracts ∙ Incentive Compensation ∙ Quotes ∙ Orders ∙
Territory Management ∙ Partner Management ∙ Sales
Intelligence ∙ Electronic Signature ∙ Sales Performance
Coach Your Sales Reps to Success with Work.com
Use metrics for coaching sessions
Track shared goals
Give recognition and real rewards
Make all of Your Reps “A” Players
Arm Your Salespeople with Your Company’s Unique Data
Unlock value of your current investments
Use ERP data where people work: Sales Cloud
Automate sales processes and workflows
Extend your sales process to meet your needs
ERP AnySystem
Integrate Your Backend Sales Systems
Roll Out Sales Cloud to Additional Sales Roles
Inside SalesSales
EngineersSales
OperationsLegal /
Contracts
Empower Marketing to Improve Your Sales Pipeline
Create landing pages and targeted emails
Identify the best leads faster with lead scoring
Accurately attribute each lead to campaigns
Drive more qualified leads with segmenting and personalised content
Create a Better Pipeline of Quality Leads
Integrate Service to Get a 360 View of Your Customer
Maintain better customer relationships through great service
Empower customers to help themselves
Know about critical cases before entering a customer meeting
Enable easier maintenance and renewals
Create satisfied, loyal customers
Create a Holistic Experience for Your SalespeopleCRM is not just a reporting tool
Customer Orders Digital Sales Aid Sales Resource Center
Connect Your Customers with Your Products and Services
4 Steps to Superior Success
Deploy Basic CRM
• Define common entities• Import clean data• Think mobile first• Create center of excellence
• Customise your org• Connect your reps• Enrich lead data• Manage basic forecasts
• Integrate all sales functions• Coach your reps• Integrate backend apps• Add other sales roles
• Add marketing automation• Integrate customer service• Create holistic sales
experiences• Connect your products and
services
Implement Best Practices Optimise ProcessesLead the
Transformation