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[201] salesforce for power user   day 2
 

[201] salesforce for power user day 2

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行銷與業務的工作流程。示範如何使用 Salesforce 滿足流程所需。

行銷與業務的工作流程。示範如何使用 Salesforce 滿足流程所需。

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    [201] salesforce for power user   day 2 [201] salesforce for power user day 2 Presentation Transcript

    • Cloud Computing CRM – based on Salesforce.com
    • Contents CRM, SaaS, and PaaS Data Management and Collaboration Sales and Marketing Service and Knowledge Management Report and Dashboard
    • Sales and Marketing
    • Generate More LeadsPlan and execute marketing campaigns that generate demand for your product or service.Capture those leads through a variety of channels including your Web site. Campaign ROI Top Search Terms Leads by Source Lead Quality Web Site Visitors Web Form • Organic Web traffic • “Contact me” request • AdWords referrals • Free trial • Email responses • Event registration Plan and Execute Marketing Campaign • Google AdWords Inbound Calls Create New Leads Lead Capture • Email Marketing • Direct Mail • Yellow pages • Search for the customer in Salesforce • Set up auto-response emails • Cold Calls • Google Maps • If one doesn’t exist, create a new lead -”Thank you for your interest” • Word-of-mouth referrals • Partners -Your trial information -Event details • TV • Radio • Set up lead assignment rules • Events -Geography Lists Import Data -Company size • Trade Shows -Product of interest • PR • Purchased list • Use the import wizard or • Trade show Excel connector • Legacy data
    • Optimize Lead Flow Create a closed-loop follow-up process so leads don’t slip though the cracks. Establish a lead qualification process to make sure all sales reps use the same consistent methodology. Lead by Status Lead Conversion % Converted Leads by Month Top Sales Reps My Open Leads Duplicate Lead? Working Leads Establish Contact? Qualified? Yes YesSet up different views to The find duplicate button When you’re working a lead, No No Create a set of qualificationmanage your leads. For searches for similar leads you’ll set up a series of tasks, questions, such as currentexample, today’s leads or or contacts in Salesforce. which might vary based on the situation, product of interest,leads sorted by lead type. type of lead. For example: timeframe, key decision If a lead turns out to be a makers duplicate, easily merge the Day 1: Personalize mass email Keep an archive of your dead leads. two records. Day 2: Call/voicemail If the lead is qualified, convert Day 4: Call/voicemail Use email marketing and call downs to it into a contact, with an Salesforce has a number of Day 7: Personalize mass email re-market to your archived leads. associated opportunity and AppExchange partners that account. provide high volume de- duplication and data cleansing tools.
    • Close More Deals Close deals faster by providing a single place for updating deal information, tracking opportunity milestones, and recording interactions. Easily analyze your sales pipeline so you can quickly identify and eliminate any bottlenecks in the sales cycle. Top 10 Deals Month-to-Date Trending Closed Business by Month Top Sales Reps Sales Marketing Open Opportunities Presentation Proposal Negotiation Won YesYou can monitor your Customize Salesforce to fit your internal No New Customers Supportopportunities reports and sales methodologies and processes, makingdashboards to keep track it easier to monitor your sales pipeline. Salesforce gives your entire company aof your top deals and 360-degree view of your customers andprioritize your time. facilitates collaboration across your Keep an archive of your dead opportunities. organization, helping you build strong, lasting customer relationships. Use email marketing and call downs to re-market to your archived opportunities.
    • Account & Opportunity Management Account Management Opportunity Management Account Team Sales Team • Sales Personnel • Marketing Liaisons • Can be internal and • Technical Advisors • Legal Team Opportunity external sales teams Assign Management New • Global in Coverage Account Process Account • Different Roles to play Owner Define Internal Account Team Adopt Sales Process Assign Sales QualifyTier 2 Sales: • Lead Teams, Follow On Sales Cycle BusinessAccount Understand • Needs Analysis associate • From Lead Generation Opportunity Account • Confirmed PartnersExecutives or • Marketing Events Hierarchy • Objection HandlingField Sales • Selected Understand • Negotiating Customer • Closed/Won Understand Associate all Record Contact • Closed/Lost Contact Roles Activity to the Competitive Hierarchy within Recent Opportunity Landscape Existing How Opportunity Account fresh is the data? Model the Account/Contact Hierarchy Out of No Yes date • Indicate dependencies and parent, subsidiary relationships Win? Existing Account • Record key personnel and title within the • Existing Customer Account • Previous Sales Perform Data • Associate existing contacts Activity Cleansing Record Record Operation • Record new contacts reasons for reasons for • Imported List of key Accounts • Check for duplicate accounts/contacts and Loss Success merge where applicable Cleanse Data Account • Contact Customer to confirm details Active becomes an (Stay In Touch Mailers) Customer active Keep an historical record of • Use third party data cleansing customer archived opportunities and setMarketing services Archived up email campaigns or follow OpportunitiesTeam up reminders to regenerate interest Revenue by Account Win/Loss OpportunityManagement Service Ownership Analysis PipelineReports & /ProductDashboards Neglected Closed Revenue by Win Rate Accounts Business Team
    • Sales and Marketing: Tools and TerminologyBelow you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online UserCommunity. You can search the site, browse around, and see what the community is interested in. A campaign is an outbound marketing project that you want Accounts are your organizations customers, competitors, to plan, manage, and track within Salesforce. It can be a and partners. Each account stores information such as direct mail program, seminar, print advertisement, email, or name, address, and phone numbers. For each account, other type of marketing initiative. you can store related information such as opportunities, activities, cases, partners, contracts, and notes. Campaigns Accounts Google AdWords™ is an online advertising service used to Contacts are all of the individuals associated with your create advertisements that display on major search business accounts that you need to track in Salesforce. engines, including Google. Many Salesforce customers You can store various information for a contact, such as advertise online with Google AdWords as a mechanism to phone numbers, addresses, titles, and roles in a deal. generate leads. Google AdWords Contacts Opportunities are the sales and pending deals that you With Web-to-Lead, you can gather information from your want to track. By adding opportunities, you are also building company’s website and automatically generate leads. Web- your “pipeline,” which will contribute to your forecast. You to-Lead form can be used for contact me requests, can also link opportunities to campaigns to help measure registration pages, or campaign landing pages. the ROI of your marketing programs. Opportunities Web-to-Lead Form A lead is a prospect or potential opportunity - a person you Products are the individual items that you sell on your met at a conference who expressed interest, or someone opportunities. You can create a product and associate it who filled out a form on your company’s website. with a price in a price book. Each product can exist in many different price books with many different prices. A product that is listed in a price book with an associated price is Leads Products called a price book entry.
    • Sales and Marketing: Tools and TerminologyBelow you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online UserCommunity. You can search the site, browse around, and see what the community is interested in. A forecast is your best estimate of how much revenue you Tasks are to-do items that need to be followed up on. They can generate in a quarter. This amount is divided between can be associated with accounts, contacts, leads, or other Commit Amount - the amount you can confidently close - custom objects. You can follow up on the task yourself, or and Best Case Amount - the total amount of revenue you assign it to another user. might possibly generate. A manager’s forecast should Task Forecasts include the amount of revenue the entire team can generate together. Maintain a historical record of all activities related to an account, contact, or opportunity. Your activity history includes emails, call notes, and calendar events, so A contract is a written agreement between two or more everyone is on the same page. parties. Many companies use contracts to define the terms for doing business with other companies. Track the contract Activities through your organization’s approval process and use workflow alerts to notify yourself when to initiate contract Contracts renewals. Reports are lists, summaries, and analyses of your data, which you can display or print. To help you monitor your organization, Salesforce offers a wide range of standard A document library is a place to store files without attaching reports, accessible in the Reports tab. You can also create them to accounts, contacts, opportunities, or other records. new custom reports to access exactly the information you Each document in the document library resides in a folder. Reports need. You can subtotal and limit your data to help you The folder’s attributes determine the accessibility of the analyze trends and get a concise picture of what is folder and the documents within it. happening in your organization. Documents Dashboards give you a real-time snapshot of corporate Group calendaring will helps you better collaborate as a metrics and key performance indicators. A dashboard is a team, and arrange meetings with prospects and customers. group of different charts (or components) that graphically display your custom report data. You can select up to 20 different custom reports to display data graphically as Calendar Events Dashboards charts in each dashboard.
    • Sales and Marketing: Tools and TerminologyBelow you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online UserCommunity. You can search the site, browse around, and see what the community is interested in. Make searching data and interacting with the results of your With Salesforce you can create email templates for searches simple, smooth, and highly effective. Inline paging common emails such as web-to-lead responses, sales and sorting features simplify the task of working with large prospecting, announcements, and internal workflow. You sets of search results. Powerful filtering and scoping Email Templates can even personalize parts of the email with information functions narrow searches and results. Customization from the contact or account record. Search options enable users to design search results layouts that are tailored for the way they work. Plan and execute email campaigns targeted at prospects and customers. Enterprise Edition customers can send 500 Outlook users enjoy high levels of productivity with Apex emails per mass mailing, while Unlimited Edition customers Connect Outlook—formerly called Outlook Edition—which Mass Email can send 1,000 emails per mass mailing. Salesforce can makes it easy to synchronize important customer data also integrate with third-party marketing solutions and between two commonly used applications. With Connect offers out-of-the-box integration with several top email Outlook 3.0 in Spring ’07, productivity for Outlook usersConnect Outlook marketing vendors. gets another boost with several enhancements. Users can add emails with attachments, create contacts and leads directly in Outlook, and create relationships between calendar events and associated objects such as accounts  Evaluate the success of email campaigns with integrated response tracking and easy monitoring of key campaign and opportunities. metrics, such as whether recipients open the messages, Email Tracking when they open them, and more. You can set up a Web-to-Lead form to capture contact me requests from your company’s website. With a lead de- dupe solution you can automatically route those requests to The ability to easily import data into Salesforce is one of the the person who owns the account. applications key benefits. Import excel worksheets or CSVWeb-to-Lead Form (comma separated value) files. Map the information to leads, contacts, accounts, solutions, and custom objects. Search Import Tools on Successforce.com for more With computer-telephony integration (CTI) capabilities, you Import Wizard information. can directly integrate your telephone network into Salesforce and access it entirely through the familiar, browser-based Salesforce interface. With the combined power of CTI and the new Salesforce Console, CTI Integration salesforce.com delivers unlimited productivity to your call centers.
    • 往來記錄 蒐集名單行銷活動 篩選轉換業務管理 延伸閱讀
    • 往來記錄
    • 來電搜尋
    • 新增商機
    • 套用指派規則
    • 自訂指派規則
    • 檢視商機基本資料
    • 自訂社交資訊
    • 商機往來記錄
    • 記錄並指定後續工作
    • 接到指派工作
    • 完成工作
    • 比較兩種主題的表達方式
    • 指派工作包含附件
    • 追蹤信件
    • 僅能追蹤 HTML 格式信件
    • 開啟記錄
    • 蒐集名單
    • 網頁截取商機
    • 自動產生 HTML 標籤
    • 利用 Google Site 建立網站
    • 建立頁面
    • 製作 W2L 頁面
    • 自動產生的 W2L 頁面
    • 手動修改 HTML 標籤<form <td width="200" bgcolor="#FFFF99">action="https://www.salesforce.com/servlet/servlet.WebToL <p><input id="company" maxlength="40"ead?encoding=UTF-8" method="POST"> name="company" size="20" type="text" /></p> </td><input type=hidden name="oid" </tr>value="00D90000000d27W"> <tr><input type=hidden name="retURL" <td width="100">value="https://sites.google.com/site/mycrmsalesforce/mark <p><font face="微軟正黑體"><b>電子郵件:etingcampaign/20120325---mcu/thankyou"> </b></font></p> </td><table border="0" width="300"> <td width="200"> <tr> <p><input id="email" maxlength="80" name="email" <td width="100" bgcolor="#FFFF99"> size="20" type="text" /></p> <p><font face="微軟正黑體"><b>姓氏:</b></font></p> </td> </td> </tr> <td width="200" bgcolor="#FFFF99"> <tr> <p><input id="last_name" maxlength="80" <td width="294" colspan="2">name="last_name" size="20" type="text" /></p> <p><center><input type="submit" name="submit" </td> value="送出"></center></p> </tr> </td> <tr> </tr> <td width="100"> </table> <p><font face="微軟正黑體"><b>名字:</b></font></p> </td> <td width="200"> <p><input id="first_name" maxlength="40"name="first_name" size="20" type="text" /></p> </td> </tr><tr> <td width="100" bgcolor="#FFFF99"> <p><font face="微軟正黑體"><b>公司:</b></font></p> </td>
    • 修改過的 W2L 頁面
    • 傳回 URL 頁面
    • 測試 W2L 頁面
    • 傳回頁面有誤
    • 有新增一筆商機
    • 以圖片代替頁面
    • 修改 HTML 標籤<form <td width="200" bgcolor="#FFFF99">action="https://www.salesforce.com/servlet/servlet.WebToL <p><input id="company" maxlength="40"ead?encoding=UTF-8" method="POST"> name="company" size="20" type="text" /></p> </td><input type=hidden name="oid" </tr>value="00D90000000d27W"> <tr><input type=hidden name="retURL" <td width="100">value="https://sites.google.com/site/mycrmsalesforce/mark <p><font face="微軟正黑體"><b>電子郵件:etingcampaign/graphics/ThankYouforSubmit.JPG"> </b></font></p> </td><table border="0" width="300"> <td width="200"> <tr> <p><input id="email" maxlength="80" name="email" <td width="100" bgcolor="#FFFF99"> size="20" type="text" /></p> <p><font face="微軟正黑體"><b>姓氏:</b></font></p> </td> </td> </tr> <td width="200" bgcolor="#FFFF99"> <tr> <p><input id="last_name" maxlength="80" <td width="294" colspan="2">name="last_name" size="20" type="text" /></p> <p><center><input type="submit" name="submit" </td> value="送出"></center></p> </tr> </td> <tr> </tr> <td width="100"> </table> <p><font face="微軟正黑體"><b>名字:</b></font></p> </td> <td width="200"> <p><input id="first_name" maxlength="40"name="first_name" size="20" type="text" /></p> </td> </tr><tr> <td width="100" bgcolor="#FFFF99"> <p><font face="微軟正黑體"><b>公司:</b></font></p> </td>
    • 回傳正常
    • 匯入商機
    • 準備上傳檔案
    • 商機匯入精靈
    • 指定檔案格式
    • 欄位對應
    • 處理完成通知信件
    • 確認匯入成功
    • 行銷活動
    • 增加行銷類型選項 記錄企劃案自動線上報名 行銷 ROI
    • 建立行銷活動
    • 增加類型選項
    • 增加自訂欄位
    • 修改行銷活動內容
    • 行銷活動企劃案
    • 企劃案框架 目標對象 訴求重點 行銷目標 促銷計畫 活動分工 企劃案 會後跟追
    • 建立線上報名表單
    • 行銷活動相關 HTML 標籤<form <label for="Campaign_ID">行銷活動</label><selectaction="https://www.salesforce.com/servlet/servlet.WebToL id="Campaign_ID" name="Campaign_ID"><optionead?encoding=UTF-8" method="POST"> value="">--無--</option><option value="70190000000DtDl">20120325 - Salesforce.com CRM<input type=hidden name="oid" 雲端服務體驗營</option>value="00D90000000d27W"> <option value="70190000000KG38">GC Product Webinar -<input type=hidden name="retURL" Jan 7, 2002</option>value="https://sites.google.com/site/mycrmsalesforce/mark <option value="70190000000KG39">User Conference - Junetingcampaign/graphics/ThankYouforSubmit.JPG"> 17-19, 2002</option> <option value="70190000000KG3A">DM Campaign to Top<label for="first_name">名字</label><input id="first_name" Customers - Nov 12-23, 2001</option>maxlength="40" name="first_name" size="20" type="text" <option value="70190000000KG3B">International Electrical/><br> Engineers Association Trade Show - Mar 4-5, 2002</option> </select><br><label for="last_name">姓氏</label><input id="last_name"maxlength="80" name="last_name" size="20" type="text" <input type="hidden" id="member_status"/><br> name="member_status" value="" /><br><label for="email">電子郵件</label><input id="email" <input type="submit" name="submit">maxlength="80" name="email" size="20" type="text" /><br> </form><label for="company">公司</label><input id="company"maxlength="40" name="company" size="20" type="text"/><br>
    • 建立線上報名測試頁面
    • 線上商機加入行銷活動
    • 成員狀態
    • 自動更新行銷 KPI
    • 隱藏行銷活動 HTML 標籤<label for="Campaign_ID">行銷活動</label><selectid="Campaign_ID" name="Campaign_ID"><optionvalue="">--無--</option><optionvalue="70190000000DtDl">20120325 - Salesforce.com CRM <input type="HIDDEN" name="Campaign_ID"雲端服務體驗營</option> value="70190000000DtDl"></select><option value="70190000000KG38">GC Product Webinar -Jan 7, 2002</option> <input type="hidden" id="member_status"<option value="70190000000KG39">User Conference - Jun name="member_status" value="" /><br>17-19, 2002</option><option value="70190000000KG3A">DM Campaign to Top <input type="submit" name="submit">Customers - Nov 12-23, 2001</option><option value="70190000000KG3B">International Electrical </form>Engineers Association Trade Show - Mar 4-5, 2002</option></select><br><input type="hidden" id="member_status"name="member_status" value="" /><br><input type="submit" name="submit"></form>
    • 篩選轉換
    • 如何篩選在商機與機會中加入 BANT 對應商機欄位 轉換商機為機會
    • BANT 矩陣 Budget Authority Need Timeline
    • 新增 Budget 文字區域欄位
    • 建立其餘欄位
    • 在機會中建立 BANT 欄位
    • 對應商機欄位
    • 即將轉換的商機
    • 轉換後的新建帳戶
    • 轉換後的新建機會
    • 轉換後的新建聯絡人
    • 業務管理
    • 銷售漏斗銷售階段業務預測機會管理
    • 銷售漏斗來源:http://upload.wikimedia.org/wikipedia/en/5/53/Sales-funnel.png
    • 銷售階段
    • 階段與贏率
    • 階段歷程記錄
    • 階段影響預期收入
    • 行銷 ROI
    • 指定聯絡人角色
    • 自訂聯絡人角色
    • 加入合作夥伴與競爭者
    • 自訂合作夥伴
    • 在機會中加入合作夥伴
    • 自訂競爭者
    • 在機會中加入競爭者
    • 更高的機會掌握度
    • 延伸閱讀
    • 行銷
    • 業務
    • SPIN
    • 第二天課程結束~