SlideShare a Scribd company logo
1 of 45
Download to read offline
CRM implementation approach

       Deploy your strategy
Presentation

   CRM implementation approach
   Salesforce.com
   Demo
   Smarsys services
CRM
 Customer relationship management (CRM) is a widely implemented
  model for managing a company’s interactions with customers,
  clients, and sales prospects. It involves using technology to
  organize, automate, and synchronize business processes—
  principally sales activities, but also those for marketing, customer
  service, and technical support.
 The overall goals are to find, attract, and win new clients, service
  and retain those the company already has, entice former clients to
  return, and reduce the costs of marketing and client service.
 Customer relationship management describes a company-wide
  business strategy
                                               Source: wikipedia
Benefits
   A Customer Relationship Management system
    may be chosen because it is thought to
    provide the following advantages:
       Quality and efficiency      Process automation
                                   Quality of data
                                   Decision making and workflow
       Decrease in overall costs   Costs of non quality
                                   Approvals and workflows
                                   Audit trails
       Increase profitability      New customers acquisition
                                   Business growth
                                   Customer retention
                                   Better ROI of marketing campaigns
Challenges
   Complexity
       Tools and workflows can be complex, especially for large businesses.
        Previously these tools were generally limited to simple CRM solutions
        which focused on monitoring and recording interactions and
        communications. Software solutions then expanded to embrace deal
        tracking, territories, opportunities, and the sales pipeline itself
   Poor usability
       One of the largest challenges that customer relationship management
        systems face is poor usability. With a difficult interface for a user to
        navigate, implementation can be fragmented or not entirely complete.
Variations

                               Sales force automation (SFA) involves using software to streamline all
Sales force automation         phases of the sales process, minimizing the time that sales representatives
                               need to spend on each phase.
                               CRM systems for marketing help the enterprise identify and target potential
Marketing                      clients and generate leads for the sales team.
                               CRM software provides a business with the ability to create, assign and
Customer service and support   manage requests made by customers.
                               Appointment CRM is a relatively new CRM platform category in which an
Appointment                    automated system is used to offer a suite of suitable appointment times to
                               a customer.
Additional features

                                  These features can be complemented and augmented with links to
Analytics                         separate, purpose-built applications for analytics and business intelligence.


                                  More recently, the development and adoption of these tools and services
Integrated/collaborative          have fostered greater fluidity and cooperation among sales, service, and
                                  marketing.
                                  For small business, basic client service can be accomplished by an
Small business                    integrated solution that lets organizations and individuals efficiently track
                                  and record interactions.
                                  Social media sites like Twitter, LinkedIn, Facebook and Google Plus are
Social media                      amplifying the voice of people in the marketplace and are having profound
                                  and far-reaching effects on the ways in which people buy


                                  Systems for non-profit and membership-based organizations help track
Non-profit and membership-based   constituents and their involvement in the organization.
Implementation
                        Poor planning: Initiatives can easily fail when efforts are
Implementation Issues   limited to choosing and deploying software, without an
                        accompanying rationale, context, and support for the
                        workforce. In other instances, enterprises simply automate
                        flawed client-facing processes rather than redesign them
                        according to best practices.
                        Poor integration: For many companies, integrations are
                        piecemeal initiatives that address a glaring need: improving a
                        particular client-facing process or two or automating a favored
                        sales or client support channel. Such “point solutions” offer
                        little or no integration or alignment with a company’s overall
                        strategy. They offer a less than complete client view and often
                        lead to unsatisfactory user experiences.
                        Historically, the landscape is littered with instances of low
User adoption issues    adoption rates. Many of the challenges listed above offer a
                        glimpse into some of the obstacles that corporations
                        implementing a CRM suite face; in many cases time, resources
                        and staffing do not allow for the troubleshooting necessary to
                        tackle an issue and the system is shelved or sidestepped
                        instead.
Statistics
   According to CSO Insights, less than 40 percent of 1,275 participating
    companies had end-user adoption rates above 90 percent.
   four-fifths of senior executives reported that their biggest challenge is
    getting their staff to use the systems they had installed.
        43 percent of respondents said they use less than half the functionality of
         their existing system
        72 percent indicated they would trade functionality for ease of use
        51 percent cited data synchronization as a major issue
        67 percent said that finding time to evaluate systems was a major problem
   Research indicates that implementation timelines that are greater than 90
    days in length run an increased risk in the CRM system failing to yield
    successful results.
Don’t panic!
   Use best practices and an appropriate methodology
    to address these challenges and issues:
Complexity              Identify key process and customer vision.
                        Focus on key processes.
                        Keep it standard and minimize specific developments.
                        Use cloud SaaS applications if possible.
Poor usability          Use standard layout.
                        Design layout for users.
Implementation issues   3 steps implementation methodology.
                        Identify key people.
                        Involve business users – allocate time!
User adoption issues    Train users.
                        Tools: Breadcrumb trails – contextual help – search…
3 steps implementation methodology
Analysis                   Implementation              Adoption

   • Define a vision         • Define the functional     • Manage user
   • Define the goals          architecture                adoption
   • Define the success      • Setup a prototype         • Training
     factors                 • Validate the              • Coaching
   • Select the platform       functional                • Administration
   • Select an edition         architecture              • Support
   • Identify the gaps       • Implement by              • Functional watch
     with your process         iterations
                                                         • Monitor success and
   • Define the plan         • Minimize specific           adoption
                               deployments
Outsource your CRM project
               Analysis               Implementation         Adoption
Work           Discovery workshops    Installation           User training
               Strategy workshop      Prototyping            User coaching
               Business workshops     Configuration          Administration
               BPM                    Customization          User support
               Gap analysis           Documentation          Functional watch
               Selection process                             Adoption monitoring
Deliverables   Strategic analysis     Technical design       Training material
               Functional analysis    Functional design      Training platform
               RFI/RFP                Test scripts           Support platform
               Order forms            Acceptance             Reports
                                      Documentation
Engagement     Time and material or   Time and material or   Subscription
               Fixed costs            Fixed costs
Recommended solution

SALESFORCE CRM OVERVIEW
CRM market (Sales Force Automation)




  Source Forrester (Q3 2012)   Source Gartner (July 2012)
CRM market




             Source CRM magazine (Aug 2011)
SWOT
Strengths                              Weaknesses
Brand                                  Single product
Scalability                            Size
Market position                        Seasonality in billings
Little competition
Financial stability
Security
Opportunities                          Threats
Acqusition of complementary products   Entry of large firms (>$10B)
Growing CRM on demand market           Competition in the cloud industry
Small and Mid-size business            Competition in the CRM industry
Global expansion

                                                   Source: IE Business School
CRM implementation approach for salesforce.com by smarsys
CRM implementation approach for salesforce.com by smarsys
CRM implementation approach for salesforce.com by smarsys
Recommended edition

SALES CLOUD PROCESS MAP
Generate More Leads
Plan 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
 Plan and Execute             • AdWords referrals         • Free trial
 Marketing Campaign           • Email responses           • Event registration
 • Google AdWords
 • Email Marketing
 • Direct Mail
                             Inbound Calls                       Create New Leads                            Lead Capture
 • Cold Calls
                              • Yellow pages              • Search for the customer in Salesforce          • Set up auto-response emails
 • Partners
                              • Google Maps               • If one doesn’t exist, create a new lead         -”Thank you for your interest”
 • TV                         • Word-of-mouth referrals                                                     -Your trial information
 • Radio                                                                                                    -Event details
 • Events
                                                                                                           • Set up lead assignment rules
 • Trade Shows                    Lists                              Import Data
                                                                                                             -Geography
 • PR                         • Purchased list            • Use the import wizard or                         -Company size
                              • Trade show                  Excel connector                                  -Product of interest
                              • 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                                 Yes
Set up different views to       The find duplicate button     When you’re working a lead,            No                                  No Create a set of qualification
manage your leads. For          searches for similar leads    you’ll set up a series of tasks,                                                  questions, such as current
example, 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
                                two records.                  Day 2: Call/voicemail                    Keep an archive of your dead leads.      If the lead is qualified, convert
                                                              Day 4: Call/voicemail                                                             it into a contact, with an
                                Salesforce has a number of    Day 7: Personalize mass email             Use email marketing and call downs to   associated opportunity and
                                AppExchange partners that                                               re-market to your archived leads.       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
                                                                                                              Yes
You can monitor your             Customize Salesforce to fit your internal                                    No       New Customers                    Support
opportunities reports and        sales methodologies and processes, making
dashboards to keep track         it easier to monitor your sales pipeline.                                                  Salesforce gives your entire company a
of your top deals and                                                                                                       360-degree view of your customers and
prioritize your time.                                                 Keep an archive of your dead opportunities.           facilitates collaboration across your
                                                                                                                            organization, helping you build strong,
                                                                       Use email marketing and call downs to                lasting customer relationships.
                                                                       re-market to your archived opportunities.
Salesforce.com killing advantage

   A CRM available in less than 3 minutes!
   All the information in only 20 tables
   Application exchange platform
   Self-training resources
   Chatter and collaboration tools
Salesforce.com killing traps

   What can I do with this app?
   How to select the relevant edition ?
   Most of available applications are not
    available for free and only working from
    Enterprise edition (API)
Demo

SALES CLOUD PRO EDITION
Our services

SMARSYS AND SMARCRM SERVICES
The challenge


          People          Rich

                    Big

          Complex
Our vision
                                                            Target single business
Change management and modern                                process and implement
e-learning and on-the-job coaching                          by iteration


                                                   Single
                         Adoption
                                                  process

                                          Rapid

                           Self-
                          service                                 Standardisation


                  Solutions as a Service, Cloud
                  services
Our vision
                                                                      Single
                                                 Adoption
                                                                     process

                                                            Rapid

                                                   Self-
                                                  service


Challenge   Piliers          Vision
Complex     Self-Service     Solutions hébergées, disponibles en self-service, solutions en SaaS

Big         Rapid            Standardisation, prepackaging, technologie
Rich        Single Process   Target a single process, identify “pain points”, objectives, success
                             factors and processes

People      Adoption         Change management, e-learning, on-the-job coaching, discovery
                             workshops
Smarsys services
                        Process and
Strategy   Objectives                      Results
                        operations




             Define     Implement         Measure    Manage
                                smarCRM

                                 smarBI

                                smarDATA
Prepackaged services
                              Process and
Strategy      Objectives                           Results
                              operations




                Define         Implement          Measure    Manage
                                        smarCRM

           Salesforce.com QUICK START
Our proposition Salesforce ADOPT
               Analysis               Implementation      Adoption
Work           Discovery workshops    Installation        User training
               Strategy workshop      Prototyping         User coaching
               Business workshops     Configuration       Administration
               BPM                    Customization       User support
               Gap analysis           Documentation       Functional watch
               Selection process                          Adoption monitoring
Deliverables   Strategic analysis     Technical design    Training material
               Functional analysis    Functional design   Training platform
               RFI/RFP                Test scripts        Support platform
               Order forms            Acceptance          Reports
                                      Documentation
Engagement     Time and material


               Salesforce.com ADOPT

                          W1                    W2                   W3
W1- analysis

Step   Description                     Status
W1.1   Build the team                  ✔
W1.2   Define the vision               ✔
W1.3   Set the goals                   ✔
W1.4   Define the process              ✔
W1.5   Define reports and dashboards   50%
W1.6   Define data to import           80%
Status – Implementation (pro edition)
Step   Description                                      Status
W2.1   Definition of user profiles                      ✔
W2.2   Definition of roles                              ✔
W2.3   Definition of Company profile                    ✔
W2.4   Customization of fields and page layout + apps   ✔
W2.5   Customization of reports and dashboards          50%
W2.6   Go-live preparation
W2.7   Train Administrator
W2.8   Train users
W2.9   Go-live
Gap analysis
Item Title     Description                                        Status                      Comment
               Standard behaviour of salesforce is B2B incuding   Contact-account structure   Move to a unique account
G1    B2C      a contact-account structure. A proper              is created as B2B           (all customers). Require
               implementation would require a specific setup                                  enterprise edition if not ok
               with Enterprise edition

               Commission calculation depending on partner        Custom object created and   In pro edition,
G2    Gap 2    and opportunity                                    custom fields in oppty.     opportunities are available
                                                                                              for role hierarchies only.
                                                                                              Then commissions
                                                                                              protected. If opportunities
                                                                                              have to be open, Enterprise
                                                                                              and profiles management is
                                                                                              requires

               A specific document has to be produced to          -                           Manual validation since no
G3    Gap 3    create the opportunity and enter into the                                      workflow in Pro edition
               pilotage mode.
Pro vs Enterprise edition selection
Feature                               Contact   Group   Professional   Enterprise   Unlimited   Rainford
Accounts & contacts                     ✔         ✔          ✔             ✔            ✔        ★★★
AppExchange app integration*            ✔         ✔          ✔             ✔            ✔         ★★
Chatter collaboration                   ✔         ✔          ✔             ✔            ✔          ★
Content library                         ✔         ✔          ✔             ✔            ✔        ★★★
Document attachments                    ✔         ✔          ✔             ✔            ✔        ★★★
Mobile access                           ✔         ✔          ✔             ✔            ✔        ★★★
Reports                                 ✔         ✔          ✔             ✔            ✔        ★★★
Task & activity tracking                ✔         ✔          ✔             ✔            ✔        ★★★
Competitor tracking                               ✔          ✔             ✔            ✔         ★★
Customizable sales process                        ✔          ✔             ✔            ✔        ★★★
Dashboards                                        ✔          ✔             ✔            ✔        ★★★
Lead scoring, routing, & assignment               ✔          ✔             ✔            ✔        ★★★
Opportunity tracking                              ✔          ✔             ✔            ✔        ★★★
Web-to-lead capture                               ✔          ✔             ✔            ✔        ★★★
Campaigns                                                    ✔             ✔            ✔        ★★★
Customizable dashboards                                      ✔             ✔            ✔        ★★★
Customizable forecasting                                     ✔             ✔            ✔        ★★★
Product tracking                                             ✔             ✔            ✔        ★★★
Role permissions                                             ✔             ✔            ✔        ★★★
Enterprise Analytics                                                       ✔            ✔        ★★★
Territory management & sales teams                                         ✔            ✔        ★★★
Workflow & approval automation                                             ✔            ✔        ★★★
Recurring costs comparison
Professional            Q1 2013        Q2 2013        Q3 2013        Q4 2013        Total 2013      Q1 2014        Q2 2014        Q3 2014        Q4 2014        Total 2014      Total
Nombre d'utilisateurs              5             10             20             20                             20             20             20             20              20
Licence                 EUR   1,050    EUR   2,100    EUR   4,200    EUR   4,200    EUR   11,550    EUR   4,200    EUR   4,200    EUR   4,200    EUR   4,200    EUR   16,800    EUR     28,350
Licence CHF             CHF   1,260    CHF   2,520    CHF   5,040    CHF   5,040    CHF   13,860    CHF   5,040    CHF   5,040    CHF   5,040    CHF   5,040    CHF   20,160    CHF     34,020
Discount                CHF    (126)   CHF    (252)   CHF    (504)   CHF    (504)   CHF   (1,386)   CHF    (504)   CHF    (504)   CHF    (504)   CHF    (504)   CHF   (2,016)   CHF     (3,402)
Net Licence CHF         CHF   1,134    CHF   2,268    CHF   4,536    CHF   4,536    CHF   12,474    CHF   4,536    CHF   4,536    CHF   4,536    CHF   4,536    CHF   18,144    CHF     30,618
Support 24/7            CHF     252    CHF     504    CHF   1,008    CHF   1,008    CHF    2,772    CHF   1,008    CHF   1,008    CHF   1,008    CHF   1,008    CHF    4,032    CHF      6,804
Implementation                                                                      CHF        -                                                                CHF         -   CHF          -
Customisation                                                                       CHF        -                                                                CHF         -   CHF          -
Support récurrent                                                                   CHF        -                                                                CHF         -   CHF          -
Total                   CHF 1,386      CHF 2,772      CHF 5,544      CHF 5,544      CHF   15,246    CHF 5,544      CHF 5,544      CHF 5,544      CHF 5,544      CHF   22,176    CHF     37,422

Enterprise              Q1 2013        Q2 2013        Q3 2013        Q4 2013        Total 2013      Q1 2014        Q2 2014        Q3 2014        Q4 2014        Total 2014      Total
Nombre d'utilisateurs              5             10             20             20                             20             20             20             20              20
Licence                 EUR   2,025    EUR   4,050    EUR   8,100    EUR   8,100
                                                                            EUR           22,275    EUR   8,100    EUR   8,100    EUR   8,100    EUR
                                                                                                                                                EUR    8,100          32,400    EUR     54,675
Licence CHF             CHF   2,430    CHF   4,860    CHF   9,720    CHF   9,720
                                                                            CHF           26,730    CHF   9,720    CHF   9,720    CHF   9,720    CHF
                                                                                                                                                CHF    9,720          38,880    CHF     65,610
Discount                CHF    (243)   CHF    (486)   CHF    (972)   CHF    (972)
                                                                            CHF           (2,673)   CHF    (972)   CHF    (972)   CHF    (972)   CHF
                                                                                                                                                CHF     (972)         (3,888)   CHF     (6,561)
Net Licence CHF         CHF   2,187    CHF   4,374    CHF   8,748    CHF   8,748
                                                                            CHF           24,057    CHF   8,748    CHF   8,748    CHF   8,748    CHF
                                                                                                                                                CHF    8,748          34,992    CHF     59,049
Support 24/7            CHF     486    CHF     972    CHF   1,944    CHF   1,944
                                                                            CHF            5,346    CHF   1,944    CHF   1,944    CHF   1,944    CHF
                                                                                                                                                CHF    1,944           7,776    CHF     13,122
Implementation                                                              CHF                -                                                CHF                         -   CHF          -
Customisation                                                               CHF                -                                                CHF                         -   CHF          -
Support récurrent                                                           CHF                -                                                CHF                         -   CHF          -
Total                   CHF 2,673      CHF 5,346      CHF 10,692 CHF 10,692 CHF           29,403    CHF 10,692 CHF 10,692 CHF 10,692 CHF 10,692 CHF                   42,768    CHF     72,171
Exemple of Edition recommendation
Item Title                    Professional Edition                       Enterprise Edition
                              Global account or Account-Contact          B2C model available or non-profit pack
G1    B2C                     approach                               ✔
                              Commissions related calculations not       Commissions related calculations can be
G2    Commissions             available since opportunities not          restricted by profile and opportunities   ✔
                              readable by other users                    readable
                              Manual work                                Workflow can be configured
G3    Qualification                                                                                                ✔
      Recurring costs 20      22’176/year –                              42’768/year –
                                                                     ✔
      users                   1’848/month                                3’564/month
      Total costs (2 years)   92’000 CHF (incl. Setup)               ✔ 120’000 CHF (incl. Setup)
Application management
                 Related to gap analysis
                 Comparative analysis
                 TCO analysis
                 Technology watch
                 Assess impact on
                  edition selection
                 Feasibility study
Realisations
 Smarsys.com
    Eat your own dog food
 Psyforce.ch
    Lead management and
     customer follow-up
 Rainford.ch
    Sales management and
     properties reservations
annex

BACKUP SLIDES
Sales and Marketing: Tools and Terminology
Below you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online User
Community. 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 organization's 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,
      Campaigns
                                                                                               Accounts      activities, cases, partners, contracts, and notes.



                        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.
   Google AdWords       generate leads.
                                                                                               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.                      Opportunities    the ROI of your marketing programs.
  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
         Leads                                                                                 Products      that is listed in a price book with an associated price is
                                                                                                             called a price book entry.
Sales and Marketing: Tools and Terminology
Below you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online User
Community. 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.
     Forecasts        might possibly generate. A manager’s forecast should                      Task
                      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
                      A contract is a written agreement between two or more                                  includes emails, call notes, and calendar events, so
                      parties. Many companies use contracts to define the terms               Activities     everyone is on the same page.
                      for doing business with other companies. Track the contract
                      through your organization’s approval process and use
      Contracts       workflow alerts to notify yourself when to initiate contract
                                                                                                             Reports are lists, summaries, and analyses of your data,
                      renewals.
                                                                                                             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
                                                                                              Reports
                      Each document in the document library resides in a folder.                             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
    Documents         folder and the documents within it.                                                    happening in your organization.


                                                                                                             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
   Calendar Events                                                                           Dashboards      different custom reports to display data graphically as
                                                                                                             charts in each dashboard.
Sales and Marketing: Tools and Terminology
Below you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online User
Community. 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     Email Templates      prospecting, announcements, and internal workflow. You
                       sets of search results. Powerful filtering and scoping                                can even personalize parts of the email with information
    Search             functions narrow searches and results. Customization                                  from the contact or account record.
                       options enable users to design search results layouts that
                       are tailored for the way they work.                                                   Plan and execute email campaigns targeted at prospects
                      Outlook users enjoy high levels of productivity with Apex
                                                                                                             and customers. Enterprise Edition customers can send 500
                      Connect Outlook—formerly called Outlook Edition—which
                                                                                                             emails per mass mailing, while Unlimited Edition customers
                      makes it easy to synchronize important customer data                Mass Email
                                                                                                             can send 1,000 emails per mass mailing. Salesforce can
                      between two commonly used applications. With Connect
                                                                                                             also integrate with third-party marketing solutions and
                      Outlook 3.0 in Spring ’07, productivity for Outlook users
Connect Outlook                                                                                              offers out-of-the-box integration with several top email
                      gets another boost with several enhancements. Users can
                                                                                                             marketing vendors.
                      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.                                                 Email Tracking      metrics, such as whether recipients open the messages,
                                                                                                             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
Web-to-Lead Form       the person who owns the account.                                                      application's key benefits. Import excel worksheets or CSV
                                                                                                             (comma separated value) files. Map the information to
                                                                                                             leads, contacts, accounts, solutions, and custom objects.
                      With computer-telephony integration (CTI) capabilities, you         Import Wizard      Search Import Tools on Successforce.com for more
                      can directly integrate your telephone network into                                     information.
                      Salesforce and access it entirely through the familiar,
                      browser-based Salesforce interface. With the combined
  CTI Integration     power of CTI and the new Salesforce Console,
                      salesforce.com delivers unlimited productivity to your call
                      centers.

More Related Content

What's hot

Barriers to implement CRM strategy by Bidhu B Mishra
Barriers to implement CRM strategy by Bidhu B MishraBarriers to implement CRM strategy by Bidhu B Mishra
Barriers to implement CRM strategy by Bidhu B MishraBidhu B Mishra
 
Marketing cloud development
Marketing cloud developmentMarketing cloud development
Marketing cloud developmentAmit Chaudhary
 
Salesforce Service Cloud 2
Salesforce Service Cloud 2Salesforce Service Cloud 2
Salesforce Service Cloud 2fishman29
 
CRM Program Playbook
CRM Program PlaybookCRM Program Playbook
CRM Program PlaybookDemand Metric
 
Salesforce Online Training
Salesforce Online TrainingSalesforce Online Training
Salesforce Online TrainingKeylabs
 
CRM@Oracle: CRM Analytics
CRM@Oracle: CRM AnalyticsCRM@Oracle: CRM Analytics
CRM@Oracle: CRM AnalyticstbOracleCRM
 
Microsoft Dynamics 365 for Marketing: connecting marketing & sales
Microsoft Dynamics 365 for Marketing: connecting marketing & salesMicrosoft Dynamics 365 for Marketing: connecting marketing & sales
Microsoft Dynamics 365 for Marketing: connecting marketing & salesJuan Fabian
 
CRM presentation march 09, 2010
CRM presentation   march 09, 2010CRM presentation   march 09, 2010
CRM presentation march 09, 2010Asif Hussain
 
Microsoft Dynamics 365 and why you need it NOW!
Microsoft Dynamics 365 and why you need it NOW!Microsoft Dynamics 365 and why you need it NOW!
Microsoft Dynamics 365 and why you need it NOW!David Blumentals
 
Salesforce sales cloud solutions
Salesforce sales cloud solutionsSalesforce sales cloud solutions
Salesforce sales cloud solutionsJanBask LLC
 
CRM - Customer Relationship Management
CRM - Customer Relationship ManagementCRM - Customer Relationship Management
CRM - Customer Relationship Management1click
 
Customer Relationship Management Presentation
Customer Relationship Management Presentation Customer Relationship Management Presentation
Customer Relationship Management Presentation NadaAkmari
 
Salesforce Tutorial for Beginners: Basic Salesforce Introduction
Salesforce Tutorial for Beginners: Basic Salesforce IntroductionSalesforce Tutorial for Beginners: Basic Salesforce Introduction
Salesforce Tutorial for Beginners: Basic Salesforce IntroductionHabilelabs
 

What's hot (20)

Sap Crm
Sap   CrmSap   Crm
Sap Crm
 
Barriers to implement CRM strategy by Bidhu B Mishra
Barriers to implement CRM strategy by Bidhu B MishraBarriers to implement CRM strategy by Bidhu B Mishra
Barriers to implement CRM strategy by Bidhu B Mishra
 
Marketing cloud development
Marketing cloud developmentMarketing cloud development
Marketing cloud development
 
Salesforce Service Cloud 2
Salesforce Service Cloud 2Salesforce Service Cloud 2
Salesforce Service Cloud 2
 
CRM and Social CRM
CRM and Social CRMCRM and Social CRM
CRM and Social CRM
 
CRM Program Playbook
CRM Program PlaybookCRM Program Playbook
CRM Program Playbook
 
Salesforce Online Training
Salesforce Online TrainingSalesforce Online Training
Salesforce Online Training
 
Salesforce overview
Salesforce overviewSalesforce overview
Salesforce overview
 
CRM Strategy and Implementation
CRM Strategy and ImplementationCRM Strategy and Implementation
CRM Strategy and Implementation
 
Crm
CrmCrm
Crm
 
CRM@Oracle: CRM Analytics
CRM@Oracle: CRM AnalyticsCRM@Oracle: CRM Analytics
CRM@Oracle: CRM Analytics
 
Microsoft Dynamics 365 for Marketing: connecting marketing & sales
Microsoft Dynamics 365 for Marketing: connecting marketing & salesMicrosoft Dynamics 365 for Marketing: connecting marketing & sales
Microsoft Dynamics 365 for Marketing: connecting marketing & sales
 
CRM presentation march 09, 2010
CRM presentation   march 09, 2010CRM presentation   march 09, 2010
CRM presentation march 09, 2010
 
Crm
CrmCrm
Crm
 
Microsoft Dynamics 365 and why you need it NOW!
Microsoft Dynamics 365 and why you need it NOW!Microsoft Dynamics 365 and why you need it NOW!
Microsoft Dynamics 365 and why you need it NOW!
 
Salesforce sales cloud solutions
Salesforce sales cloud solutionsSalesforce sales cloud solutions
Salesforce sales cloud solutions
 
CRM Implementation
CRM ImplementationCRM Implementation
CRM Implementation
 
CRM - Customer Relationship Management
CRM - Customer Relationship ManagementCRM - Customer Relationship Management
CRM - Customer Relationship Management
 
Customer Relationship Management Presentation
Customer Relationship Management Presentation Customer Relationship Management Presentation
Customer Relationship Management Presentation
 
Salesforce Tutorial for Beginners: Basic Salesforce Introduction
Salesforce Tutorial for Beginners: Basic Salesforce IntroductionSalesforce Tutorial for Beginners: Basic Salesforce Introduction
Salesforce Tutorial for Beginners: Basic Salesforce Introduction
 

Viewers also liked

Building an effective product strategy (Early stage start-ups) - UX India, 2013
Building an effective product strategy (Early stage start-ups) - UX India, 2013Building an effective product strategy (Early stage start-ups) - UX India, 2013
Building an effective product strategy (Early stage start-ups) - UX India, 2013Pankaj Saharan
 
The Top 5 CRM Implementation Mistakes
The Top 5 CRM Implementation MistakesThe Top 5 CRM Implementation Mistakes
The Top 5 CRM Implementation MistakesRedspire Ltd
 
Can You Avoid These 5 Common CRM Implementation Mistakes?
Can You Avoid These 5 Common CRM Implementation Mistakes?Can You Avoid These 5 Common CRM Implementation Mistakes?
Can You Avoid These 5 Common CRM Implementation Mistakes?Redspire Ltd
 
Orchestrating a Successful CRM Implementation
Orchestrating a Successful CRM ImplementationOrchestrating a Successful CRM Implementation
Orchestrating a Successful CRM ImplementationSalesforce.org
 
CRM 101: Session 7: Best Practices for Your CRM Implementation
CRM 101: Session 7: Best Practices for Your CRM ImplementationCRM 101: Session 7: Best Practices for Your CRM Implementation
CRM 101: Session 7: Best Practices for Your CRM ImplementationSugarCRM
 
Overview Of Effective CRM Implementation And Operation
Overview Of Effective CRM Implementation And OperationOverview Of Effective CRM Implementation And Operation
Overview Of Effective CRM Implementation And OperationAlan McSweeney
 
CASE STUDY: The Children's Place Celebrates A Million Facebook Fans
CASE STUDY: The Children's Place Celebrates A Million Facebook FansCASE STUDY: The Children's Place Celebrates A Million Facebook Fans
CASE STUDY: The Children's Place Celebrates A Million Facebook FansBig Fuel
 
Serie blancos presentacion
Serie blancos presentacionSerie blancos presentacion
Serie blancos presentaciondora_terrazas
 
The Children's Place Case Study: Using Engagement to Convert Fans into Customers
The Children's Place Case Study: Using Engagement to Convert Fans into CustomersThe Children's Place Case Study: Using Engagement to Convert Fans into Customers
The Children's Place Case Study: Using Engagement to Convert Fans into CustomersOur Social Times
 
CASE STUDY: The Children's Place
CASE STUDY: The Children's PlaceCASE STUDY: The Children's Place
CASE STUDY: The Children's PlaceBig Fuel
 
Essbase installation 11.1.1.3 chapter
Essbase installation 11.1.1.3 chapterEssbase installation 11.1.1.3 chapter
Essbase installation 11.1.1.3 chapterAmit Sharma
 
Fundraising in the cloud
Fundraising in the cloudFundraising in the cloud
Fundraising in the cloudPurple Vision
 
From CRM to CEM – monetizing real loyalty
From CRM to CEM – monetizing real loyaltyFrom CRM to CEM – monetizing real loyalty
From CRM to CEM – monetizing real loyaltyRainer Uphoff
 
Fundraising with Salesforce
Fundraising with SalesforceFundraising with Salesforce
Fundraising with SalesforcePurple Vision
 
Simply Powerful Workflow for Sugar
Simply Powerful Workflow for SugarSimply Powerful Workflow for Sugar
Simply Powerful Workflow for SugarSugarCRM
 
Turn Big Data Into Actionable Insights With Sugar 7
Turn Big Data Into Actionable Insights With Sugar 7Turn Big Data Into Actionable Insights With Sugar 7
Turn Big Data Into Actionable Insights With Sugar 7SugarCRM
 
Marketo's Secret Sauce: Smarter Marketing for Best Results
Marketo's Secret Sauce: Smarter Marketing for Best ResultsMarketo's Secret Sauce: Smarter Marketing for Best Results
Marketo's Secret Sauce: Smarter Marketing for Best ResultsSugarCRM
 
Close More Deals, More Quickly With 1:1 Marketing Automation in Gmail
Close More Deals, More Quickly With 1:1 Marketing Automation in GmailClose More Deals, More Quickly With 1:1 Marketing Automation in Gmail
Close More Deals, More Quickly With 1:1 Marketing Automation in GmailSugarCRM
 
MC\'s Dissertation on CRM
MC\'s Dissertation on CRMMC\'s Dissertation on CRM
MC\'s Dissertation on CRMluckies83
 

Viewers also liked (20)

Building an effective product strategy (Early stage start-ups) - UX India, 2013
Building an effective product strategy (Early stage start-ups) - UX India, 2013Building an effective product strategy (Early stage start-ups) - UX India, 2013
Building an effective product strategy (Early stage start-ups) - UX India, 2013
 
The Top 5 CRM Implementation Mistakes
The Top 5 CRM Implementation MistakesThe Top 5 CRM Implementation Mistakes
The Top 5 CRM Implementation Mistakes
 
Can You Avoid These 5 Common CRM Implementation Mistakes?
Can You Avoid These 5 Common CRM Implementation Mistakes?Can You Avoid These 5 Common CRM Implementation Mistakes?
Can You Avoid These 5 Common CRM Implementation Mistakes?
 
Orchestrating a Successful CRM Implementation
Orchestrating a Successful CRM ImplementationOrchestrating a Successful CRM Implementation
Orchestrating a Successful CRM Implementation
 
CRM 101: Session 7: Best Practices for Your CRM Implementation
CRM 101: Session 7: Best Practices for Your CRM ImplementationCRM 101: Session 7: Best Practices for Your CRM Implementation
CRM 101: Session 7: Best Practices for Your CRM Implementation
 
CRM Strategy
CRM StrategyCRM Strategy
CRM Strategy
 
Overview Of Effective CRM Implementation And Operation
Overview Of Effective CRM Implementation And OperationOverview Of Effective CRM Implementation And Operation
Overview Of Effective CRM Implementation And Operation
 
CASE STUDY: The Children's Place Celebrates A Million Facebook Fans
CASE STUDY: The Children's Place Celebrates A Million Facebook FansCASE STUDY: The Children's Place Celebrates A Million Facebook Fans
CASE STUDY: The Children's Place Celebrates A Million Facebook Fans
 
Serie blancos presentacion
Serie blancos presentacionSerie blancos presentacion
Serie blancos presentacion
 
The Children's Place Case Study: Using Engagement to Convert Fans into Customers
The Children's Place Case Study: Using Engagement to Convert Fans into CustomersThe Children's Place Case Study: Using Engagement to Convert Fans into Customers
The Children's Place Case Study: Using Engagement to Convert Fans into Customers
 
CASE STUDY: The Children's Place
CASE STUDY: The Children's PlaceCASE STUDY: The Children's Place
CASE STUDY: The Children's Place
 
Essbase installation 11.1.1.3 chapter
Essbase installation 11.1.1.3 chapterEssbase installation 11.1.1.3 chapter
Essbase installation 11.1.1.3 chapter
 
Fundraising in the cloud
Fundraising in the cloudFundraising in the cloud
Fundraising in the cloud
 
From CRM to CEM – monetizing real loyalty
From CRM to CEM – monetizing real loyaltyFrom CRM to CEM – monetizing real loyalty
From CRM to CEM – monetizing real loyalty
 
Fundraising with Salesforce
Fundraising with SalesforceFundraising with Salesforce
Fundraising with Salesforce
 
Simply Powerful Workflow for Sugar
Simply Powerful Workflow for SugarSimply Powerful Workflow for Sugar
Simply Powerful Workflow for Sugar
 
Turn Big Data Into Actionable Insights With Sugar 7
Turn Big Data Into Actionable Insights With Sugar 7Turn Big Data Into Actionable Insights With Sugar 7
Turn Big Data Into Actionable Insights With Sugar 7
 
Marketo's Secret Sauce: Smarter Marketing for Best Results
Marketo's Secret Sauce: Smarter Marketing for Best ResultsMarketo's Secret Sauce: Smarter Marketing for Best Results
Marketo's Secret Sauce: Smarter Marketing for Best Results
 
Close More Deals, More Quickly With 1:1 Marketing Automation in Gmail
Close More Deals, More Quickly With 1:1 Marketing Automation in GmailClose More Deals, More Quickly With 1:1 Marketing Automation in Gmail
Close More Deals, More Quickly With 1:1 Marketing Automation in Gmail
 
MC\'s Dissertation on CRM
MC\'s Dissertation on CRMMC\'s Dissertation on CRM
MC\'s Dissertation on CRM
 

Similar to CRM implementation approach for salesforce.com by smarsys

7 Steps to Enhance Your CRM Performance
7 Steps to Enhance Your CRM Performance7 Steps to Enhance Your CRM Performance
7 Steps to Enhance Your CRM PerformanceMaximizer Software
 
Accelerate Salesmktg Bestpractices
Accelerate Salesmktg BestpracticesAccelerate Salesmktg Bestpractices
Accelerate Salesmktg BestpracticesJerad
 
Successful Processes for Selecting a Content Management System: How to Become...
Successful Processes for Selecting a Content Management System: How to Become...Successful Processes for Selecting a Content Management System: How to Become...
Successful Processes for Selecting a Content Management System: How to Become...Scott Abel
 
Importance of CMMI ( Jasveer Singh)
Importance of CMMI ( Jasveer Singh)Importance of CMMI ( Jasveer Singh)
Importance of CMMI ( Jasveer Singh)JSingh31
 
Build Or Subscribe For Spm 3
Build Or Subscribe For Spm  3Build Or Subscribe For Spm  3
Build Or Subscribe For Spm 3pstakenas
 
How to Evaluate Solutions and Build your Evaluation Committee
How to Evaluate Solutions and Build your Evaluation CommitteeHow to Evaluate Solutions and Build your Evaluation Committee
How to Evaluate Solutions and Build your Evaluation CommitteeBlytheco
 
Microsoft Dynamics CRM - Manufacturing
Microsoft Dynamics  CRM - ManufacturingMicrosoft Dynamics  CRM - Manufacturing
Microsoft Dynamics CRM - ManufacturingNerea
 
Avoiding The “Silver Bullet Syndrome”
Avoiding The “Silver Bullet Syndrome”Avoiding The “Silver Bullet Syndrome”
Avoiding The “Silver Bullet Syndrome”G3 Communications
 
A guide to scoping a crm project
A guide to scoping a crm projectA guide to scoping a crm project
A guide to scoping a crm projectCatherine Carlyle
 
DF14 Preso - Salesforce Communities Strategy, Creation & Rollout - A Simple R...
DF14 Preso - Salesforce Communities Strategy, Creation & Rollout - A Simple R...DF14 Preso - Salesforce Communities Strategy, Creation & Rollout - A Simple R...
DF14 Preso - Salesforce Communities Strategy, Creation & Rollout - A Simple R...Karthik Chakkarapani
 
Evaluating Hosted CRM
Evaluating Hosted CRMEvaluating Hosted CRM
Evaluating Hosted CRMDemand Metric
 
Hbl get staff aboard first
Hbl get staff aboard firstHbl get staff aboard first
Hbl get staff aboard firstthinkernomics
 
Redefining the Information Management Landscape for Competitive Advantage
Redefining the Information Management Landscape for Competitive AdvantageRedefining the Information Management Landscape for Competitive Advantage
Redefining the Information Management Landscape for Competitive AdvantageCognizant
 

Similar to CRM implementation approach for salesforce.com by smarsys (20)

7 Steps to Enhance Your CRM Performance
7 Steps to Enhance Your CRM Performance7 Steps to Enhance Your CRM Performance
7 Steps to Enhance Your CRM Performance
 
Fore Cis Crm
Fore Cis CrmFore Cis Crm
Fore Cis Crm
 
Accelerate Salesmktg Bestpractices
Accelerate Salesmktg BestpracticesAccelerate Salesmktg Bestpractices
Accelerate Salesmktg Bestpractices
 
Chapter Vii Crm
Chapter Vii CrmChapter Vii Crm
Chapter Vii Crm
 
Successful Processes for Selecting a Content Management System: How to Become...
Successful Processes for Selecting a Content Management System: How to Become...Successful Processes for Selecting a Content Management System: How to Become...
Successful Processes for Selecting a Content Management System: How to Become...
 
Importance of CMMI ( Jasveer Singh)
Importance of CMMI ( Jasveer Singh)Importance of CMMI ( Jasveer Singh)
Importance of CMMI ( Jasveer Singh)
 
Build Or Subscribe For Spm 3
Build Or Subscribe For Spm  3Build Or Subscribe For Spm  3
Build Or Subscribe For Spm 3
 
How to Evaluate Solutions and Build your Evaluation Committee
How to Evaluate Solutions and Build your Evaluation CommitteeHow to Evaluate Solutions and Build your Evaluation Committee
How to Evaluate Solutions and Build your Evaluation Committee
 
Microsoft Dynamics CRM - Manufacturing
Microsoft Dynamics  CRM - ManufacturingMicrosoft Dynamics  CRM - Manufacturing
Microsoft Dynamics CRM - Manufacturing
 
Avoiding The “Silver Bullet Syndrome”
Avoiding The “Silver Bullet Syndrome”Avoiding The “Silver Bullet Syndrome”
Avoiding The “Silver Bullet Syndrome”
 
A guide to scoping a crm project
A guide to scoping a crm projectA guide to scoping a crm project
A guide to scoping a crm project
 
DF14 Preso - Salesforce Communities Strategy, Creation & Rollout - A Simple R...
DF14 Preso - Salesforce Communities Strategy, Creation & Rollout - A Simple R...DF14 Preso - Salesforce Communities Strategy, Creation & Rollout - A Simple R...
DF14 Preso - Salesforce Communities Strategy, Creation & Rollout - A Simple R...
 
3. crm & e crm
3. crm & e crm3. crm & e crm
3. crm & e crm
 
Crm planning guide
Crm planning guideCrm planning guide
Crm planning guide
 
Evaluating Hosted CRM
Evaluating Hosted CRMEvaluating Hosted CRM
Evaluating Hosted CRM
 
The Choice between Contact Management or CRM - Aberdeen Group
The Choice between Contact Management or CRM - Aberdeen GroupThe Choice between Contact Management or CRM - Aberdeen Group
The Choice between Contact Management or CRM - Aberdeen Group
 
Anirudh
AnirudhAnirudh
Anirudh
 
Hbl get staff aboard first
Hbl get staff aboard firstHbl get staff aboard first
Hbl get staff aboard first
 
Redefining the Information Management Landscape for Competitive Advantage
Redefining the Information Management Landscape for Competitive AdvantageRedefining the Information Management Landscape for Competitive Advantage
Redefining the Information Management Landscape for Competitive Advantage
 
Analytics and Business Intelligence
Analytics and Business IntelligenceAnalytics and Business Intelligence
Analytics and Business Intelligence
 

Recently uploaded

L-1 VISA Business (Plan Sample) - Plan Writers
L-1 VISA Business (Plan Sample) - Plan WritersL-1 VISA Business (Plan Sample) - Plan Writers
L-1 VISA Business (Plan Sample) - Plan WritersPlan Writers
 
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...BilalAhmed717
 
AirOxi - Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
AirOxi -  Pioneering Aquaculture Advancements Through NFDB Empanelment.pptxAirOxi -  Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
AirOxi - Pioneering Aquaculture Advancements Through NFDB Empanelment.pptxAirOxi Tube
 
How The Hustle Milestone Referral Program Got 300K Subscribers
How The Hustle Milestone Referral Program Got 300K SubscribersHow The Hustle Milestone Referral Program Got 300K Subscribers
How The Hustle Milestone Referral Program Got 300K SubscribersFlyyx Tech
 
Young Woman Entrepreneur - Kaviya Cherian
Young Woman Entrepreneur - Kaviya CherianYoung Woman Entrepreneur - Kaviya Cherian
Young Woman Entrepreneur - Kaviya CherianCDEEPANVITA
 
Green Innovations: Wristbands Ireland's Eco-Friendly Products
Green Innovations: Wristbands Ireland's Eco-Friendly ProductsGreen Innovations: Wristbands Ireland's Eco-Friendly Products
Green Innovations: Wristbands Ireland's Eco-Friendly ProductsWristbands Ireland
 
The Vietnam Believer_Newsletter_Vol.001_Mar12 2024
The Vietnam Believer_Newsletter_Vol.001_Mar12 2024The Vietnam Believer_Newsletter_Vol.001_Mar12 2024
The Vietnam Believer_Newsletter_Vol.001_Mar12 2024believeminhh
 
Mist Cooling & Fogging System Company in Egypt
Mist Cooling & Fogging System Company in EgyptMist Cooling & Fogging System Company in Egypt
Mist Cooling & Fogging System Company in Egyptopstechsanjanasingh
 
Digital Marketing Training Program skills s
Digital Marketing Training Program skills sDigital Marketing Training Program skills s
Digital Marketing Training Program skills sgodxzyrox
 
Streamlining Your Accounting A Guide to QuickBooks Migration Tools.pptx
Streamlining Your Accounting A Guide to QuickBooks Migration Tools.pptxStreamlining Your Accounting A Guide to QuickBooks Migration Tools.pptx
Streamlining Your Accounting A Guide to QuickBooks Migration Tools.pptxPaulBryant58
 
We are inviting you on board, to move forward together in the Right Direction
We are inviting you on board, to move forward together in the Right DirectionWe are inviting you on board, to move forward together in the Right Direction
We are inviting you on board, to move forward together in the Right DirectionRight Direction Aero
 
Olympus 38DL Plus Ultrasonic Thickness Gauge
Olympus 38DL Plus Ultrasonic Thickness GaugeOlympus 38DL Plus Ultrasonic Thickness Gauge
Olympus 38DL Plus Ultrasonic Thickness GaugeStephenKim86
 
Shopclues: Failure & Solutions in Business Model
Shopclues: Failure & Solutions in Business ModelShopclues: Failure & Solutions in Business Model
Shopclues: Failure & Solutions in Business ModelBhaviniSharma12
 
The Smart Bridge Interview now Veranda Learning
The Smart Bridge Interview now Veranda LearningThe Smart Bridge Interview now Veranda Learning
The Smart Bridge Interview now Veranda LearningNaval Singh
 
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities pptBus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities pptendeworku
 
Dashboards y paneles - CP Home - Area de Operaciones
Dashboards y paneles - CP Home - Area de OperacionesDashboards y paneles - CP Home - Area de Operaciones
Dashboards y paneles - CP Home - Area de OperacionesLPI ONG
 
Importance of Commercial Vehicle Insurance.pptx
Importance of Commercial Vehicle Insurance.pptxImportance of Commercial Vehicle Insurance.pptx
Importance of Commercial Vehicle Insurance.pptxBonano Insurance
 
Wallet Pitch for startup fintech and loan
Wallet Pitch for startup fintech and loanWallet Pitch for startup fintech and loan
Wallet Pitch for startup fintech and loansujat8807
 
Strategic Resources Corporate Presentation - March 2024 Update
Strategic Resources Corporate Presentation - March 2024 UpdateStrategic Resources Corporate Presentation - March 2024 Update
Strategic Resources Corporate Presentation - March 2024 UpdateAdnet Communications
 

Recently uploaded (20)

L-1 VISA Business (Plan Sample) - Plan Writers
L-1 VISA Business (Plan Sample) - Plan WritersL-1 VISA Business (Plan Sample) - Plan Writers
L-1 VISA Business (Plan Sample) - Plan Writers
 
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
 
AirOxi - Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
AirOxi -  Pioneering Aquaculture Advancements Through NFDB Empanelment.pptxAirOxi -  Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
AirOxi - Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
 
How The Hustle Milestone Referral Program Got 300K Subscribers
How The Hustle Milestone Referral Program Got 300K SubscribersHow The Hustle Milestone Referral Program Got 300K Subscribers
How The Hustle Milestone Referral Program Got 300K Subscribers
 
Young Woman Entrepreneur - Kaviya Cherian
Young Woman Entrepreneur - Kaviya CherianYoung Woman Entrepreneur - Kaviya Cherian
Young Woman Entrepreneur - Kaviya Cherian
 
Green Innovations: Wristbands Ireland's Eco-Friendly Products
Green Innovations: Wristbands Ireland's Eco-Friendly ProductsGreen Innovations: Wristbands Ireland's Eco-Friendly Products
Green Innovations: Wristbands Ireland's Eco-Friendly Products
 
The Vietnam Believer_Newsletter_Vol.001_Mar12 2024
The Vietnam Believer_Newsletter_Vol.001_Mar12 2024The Vietnam Believer_Newsletter_Vol.001_Mar12 2024
The Vietnam Believer_Newsletter_Vol.001_Mar12 2024
 
Mist Cooling & Fogging System Company in Egypt
Mist Cooling & Fogging System Company in EgyptMist Cooling & Fogging System Company in Egypt
Mist Cooling & Fogging System Company in Egypt
 
Digital Marketing Training Program skills s
Digital Marketing Training Program skills sDigital Marketing Training Program skills s
Digital Marketing Training Program skills s
 
Streamlining Your Accounting A Guide to QuickBooks Migration Tools.pptx
Streamlining Your Accounting A Guide to QuickBooks Migration Tools.pptxStreamlining Your Accounting A Guide to QuickBooks Migration Tools.pptx
Streamlining Your Accounting A Guide to QuickBooks Migration Tools.pptx
 
We are inviting you on board, to move forward together in the Right Direction
We are inviting you on board, to move forward together in the Right DirectionWe are inviting you on board, to move forward together in the Right Direction
We are inviting you on board, to move forward together in the Right Direction
 
Olympus 38DL Plus Ultrasonic Thickness Gauge
Olympus 38DL Plus Ultrasonic Thickness GaugeOlympus 38DL Plus Ultrasonic Thickness Gauge
Olympus 38DL Plus Ultrasonic Thickness Gauge
 
Shopclues: Failure & Solutions in Business Model
Shopclues: Failure & Solutions in Business ModelShopclues: Failure & Solutions in Business Model
Shopclues: Failure & Solutions in Business Model
 
The Smart Bridge Interview now Veranda Learning
The Smart Bridge Interview now Veranda LearningThe Smart Bridge Interview now Veranda Learning
The Smart Bridge Interview now Veranda Learning
 
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities pptBus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
 
Dashboards y paneles - CP Home - Area de Operaciones
Dashboards y paneles - CP Home - Area de OperacionesDashboards y paneles - CP Home - Area de Operaciones
Dashboards y paneles - CP Home - Area de Operaciones
 
WAM Corporate Presentation Mar 12 2024_Video.pdf
WAM Corporate Presentation Mar 12 2024_Video.pdfWAM Corporate Presentation Mar 12 2024_Video.pdf
WAM Corporate Presentation Mar 12 2024_Video.pdf
 
Importance of Commercial Vehicle Insurance.pptx
Importance of Commercial Vehicle Insurance.pptxImportance of Commercial Vehicle Insurance.pptx
Importance of Commercial Vehicle Insurance.pptx
 
Wallet Pitch for startup fintech and loan
Wallet Pitch for startup fintech and loanWallet Pitch for startup fintech and loan
Wallet Pitch for startup fintech and loan
 
Strategic Resources Corporate Presentation - March 2024 Update
Strategic Resources Corporate Presentation - March 2024 UpdateStrategic Resources Corporate Presentation - March 2024 Update
Strategic Resources Corporate Presentation - March 2024 Update
 

CRM implementation approach for salesforce.com by smarsys

  • 1. CRM implementation approach Deploy your strategy
  • 2. Presentation  CRM implementation approach  Salesforce.com  Demo  Smarsys services
  • 3. CRM  Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes— principally sales activities, but also those for marketing, customer service, and technical support.  The overall goals are to find, attract, and win new clients, service and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service.  Customer relationship management describes a company-wide business strategy Source: wikipedia
  • 4. Benefits  A Customer Relationship Management system may be chosen because it is thought to provide the following advantages: Quality and efficiency Process automation Quality of data Decision making and workflow Decrease in overall costs Costs of non quality Approvals and workflows Audit trails Increase profitability New customers acquisition Business growth Customer retention Better ROI of marketing campaigns
  • 5. Challenges  Complexity  Tools and workflows can be complex, especially for large businesses. Previously these tools were generally limited to simple CRM solutions which focused on monitoring and recording interactions and communications. Software solutions then expanded to embrace deal tracking, territories, opportunities, and the sales pipeline itself  Poor usability  One of the largest challenges that customer relationship management systems face is poor usability. With a difficult interface for a user to navigate, implementation can be fragmented or not entirely complete.
  • 6. Variations Sales force automation (SFA) involves using software to streamline all Sales force automation phases of the sales process, minimizing the time that sales representatives need to spend on each phase. CRM systems for marketing help the enterprise identify and target potential Marketing clients and generate leads for the sales team. CRM software provides a business with the ability to create, assign and Customer service and support manage requests made by customers. Appointment CRM is a relatively new CRM platform category in which an Appointment automated system is used to offer a suite of suitable appointment times to a customer.
  • 7. Additional features These features can be complemented and augmented with links to Analytics separate, purpose-built applications for analytics and business intelligence. More recently, the development and adoption of these tools and services Integrated/collaborative have fostered greater fluidity and cooperation among sales, service, and marketing. For small business, basic client service can be accomplished by an Small business integrated solution that lets organizations and individuals efficiently track and record interactions. Social media sites like Twitter, LinkedIn, Facebook and Google Plus are Social media amplifying the voice of people in the marketplace and are having profound and far-reaching effects on the ways in which people buy Systems for non-profit and membership-based organizations help track Non-profit and membership-based constituents and their involvement in the organization.
  • 8. Implementation Poor planning: Initiatives can easily fail when efforts are Implementation Issues limited to choosing and deploying software, without an accompanying rationale, context, and support for the workforce. In other instances, enterprises simply automate flawed client-facing processes rather than redesign them according to best practices. Poor integration: For many companies, integrations are piecemeal initiatives that address a glaring need: improving a particular client-facing process or two or automating a favored sales or client support channel. Such “point solutions” offer little or no integration or alignment with a company’s overall strategy. They offer a less than complete client view and often lead to unsatisfactory user experiences. Historically, the landscape is littered with instances of low User adoption issues adoption rates. Many of the challenges listed above offer a glimpse into some of the obstacles that corporations implementing a CRM suite face; in many cases time, resources and staffing do not allow for the troubleshooting necessary to tackle an issue and the system is shelved or sidestepped instead.
  • 9. Statistics  According to CSO Insights, less than 40 percent of 1,275 participating companies had end-user adoption rates above 90 percent.  four-fifths of senior executives reported that their biggest challenge is getting their staff to use the systems they had installed.  43 percent of respondents said they use less than half the functionality of their existing system  72 percent indicated they would trade functionality for ease of use  51 percent cited data synchronization as a major issue  67 percent said that finding time to evaluate systems was a major problem  Research indicates that implementation timelines that are greater than 90 days in length run an increased risk in the CRM system failing to yield successful results.
  • 10. Don’t panic!  Use best practices and an appropriate methodology to address these challenges and issues: Complexity Identify key process and customer vision. Focus on key processes. Keep it standard and minimize specific developments. Use cloud SaaS applications if possible. Poor usability Use standard layout. Design layout for users. Implementation issues 3 steps implementation methodology. Identify key people. Involve business users – allocate time! User adoption issues Train users. Tools: Breadcrumb trails – contextual help – search…
  • 11. 3 steps implementation methodology Analysis Implementation Adoption • Define a vision • Define the functional • Manage user • Define the goals architecture adoption • Define the success • Setup a prototype • Training factors • Validate the • Coaching • Select the platform functional • Administration • Select an edition architecture • Support • Identify the gaps • Implement by • Functional watch with your process iterations • Monitor success and • Define the plan • Minimize specific adoption deployments
  • 12. Outsource your CRM project Analysis Implementation Adoption Work Discovery workshops Installation User training Strategy workshop Prototyping User coaching Business workshops Configuration Administration BPM Customization User support Gap analysis Documentation Functional watch Selection process Adoption monitoring Deliverables Strategic analysis Technical design Training material Functional analysis Functional design Training platform RFI/RFP Test scripts Support platform Order forms Acceptance Reports Documentation Engagement Time and material or Time and material or Subscription Fixed costs Fixed costs
  • 14. CRM market (Sales Force Automation) Source Forrester (Q3 2012) Source Gartner (July 2012)
  • 15. CRM market Source CRM magazine (Aug 2011)
  • 16. SWOT Strengths Weaknesses Brand Single product Scalability Size Market position Seasonality in billings Little competition Financial stability Security Opportunities Threats Acqusition of complementary products Entry of large firms (>$10B) Growing CRM on demand market Competition in the cloud industry Small and Mid-size business Competition in the CRM industry Global expansion Source: IE Business School
  • 21. Generate More Leads Plan 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 Plan and Execute • AdWords referrals • Free trial Marketing Campaign • Email responses • Event registration • Google AdWords • Email Marketing • Direct Mail Inbound Calls Create New Leads Lead Capture • Cold Calls • Yellow pages • Search for the customer in Salesforce • Set up auto-response emails • Partners • Google Maps • If one doesn’t exist, create a new lead -”Thank you for your interest” • TV • Word-of-mouth referrals -Your trial information • Radio -Event details • Events • Set up lead assignment rules • Trade Shows Lists Import Data -Geography • PR • Purchased list • Use the import wizard or -Company size • Trade show Excel connector -Product of interest • Legacy data
  • 22. 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 Yes Set up different views to The find duplicate button When you’re working a lead, No No Create a set of qualification manage your leads. For searches for similar leads you’ll set up a series of tasks, questions, such as current example, 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 two records. Day 2: Call/voicemail Keep an archive of your dead leads. If the lead is qualified, convert Day 4: Call/voicemail it into a contact, with an Salesforce has a number of Day 7: Personalize mass email Use email marketing and call downs to associated opportunity and AppExchange partners that re-market to your archived leads. account. provide high volume de- duplication and data cleansing tools.
  • 23. 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 Yes You can monitor your Customize Salesforce to fit your internal No New Customers Support opportunities reports and sales methodologies and processes, making dashboards to keep track it easier to monitor your sales pipeline. Salesforce gives your entire company a of your top deals and 360-degree view of your customers and prioritize your time. Keep an archive of your dead opportunities. facilitates collaboration across your organization, helping you build strong, Use email marketing and call downs to lasting customer relationships. re-market to your archived opportunities.
  • 24. Salesforce.com killing advantage  A CRM available in less than 3 minutes!  All the information in only 20 tables  Application exchange platform  Self-training resources  Chatter and collaboration tools
  • 25. Salesforce.com killing traps  What can I do with this app?  How to select the relevant edition ?  Most of available applications are not available for free and only working from Enterprise edition (API)
  • 27. Our services SMARSYS AND SMARCRM SERVICES
  • 28. The challenge People Rich Big Complex
  • 29. Our vision Target single business Change management and modern process and implement e-learning and on-the-job coaching by iteration Single Adoption process Rapid Self- service Standardisation Solutions as a Service, Cloud services
  • 30. Our vision Single Adoption process Rapid Self- service Challenge Piliers Vision Complex Self-Service Solutions hébergées, disponibles en self-service, solutions en SaaS Big Rapid Standardisation, prepackaging, technologie Rich Single Process Target a single process, identify “pain points”, objectives, success factors and processes People Adoption Change management, e-learning, on-the-job coaching, discovery workshops
  • 31. Smarsys services Process and Strategy Objectives Results operations Define Implement Measure Manage smarCRM smarBI smarDATA
  • 32. Prepackaged services Process and Strategy Objectives Results operations Define Implement Measure Manage smarCRM Salesforce.com QUICK START
  • 33. Our proposition Salesforce ADOPT Analysis Implementation Adoption Work Discovery workshops Installation User training Strategy workshop Prototyping User coaching Business workshops Configuration Administration BPM Customization User support Gap analysis Documentation Functional watch Selection process Adoption monitoring Deliverables Strategic analysis Technical design Training material Functional analysis Functional design Training platform RFI/RFP Test scripts Support platform Order forms Acceptance Reports Documentation Engagement Time and material Salesforce.com ADOPT W1 W2 W3
  • 34. W1- analysis Step Description Status W1.1 Build the team ✔ W1.2 Define the vision ✔ W1.3 Set the goals ✔ W1.4 Define the process ✔ W1.5 Define reports and dashboards 50% W1.6 Define data to import 80%
  • 35. Status – Implementation (pro edition) Step Description Status W2.1 Definition of user profiles ✔ W2.2 Definition of roles ✔ W2.3 Definition of Company profile ✔ W2.4 Customization of fields and page layout + apps ✔ W2.5 Customization of reports and dashboards 50% W2.6 Go-live preparation W2.7 Train Administrator W2.8 Train users W2.9 Go-live
  • 36. Gap analysis Item Title Description Status Comment Standard behaviour of salesforce is B2B incuding Contact-account structure Move to a unique account G1 B2C a contact-account structure. A proper is created as B2B (all customers). Require implementation would require a specific setup enterprise edition if not ok with Enterprise edition Commission calculation depending on partner Custom object created and In pro edition, G2 Gap 2 and opportunity custom fields in oppty. opportunities are available for role hierarchies only. Then commissions protected. If opportunities have to be open, Enterprise and profiles management is requires A specific document has to be produced to - Manual validation since no G3 Gap 3 create the opportunity and enter into the workflow in Pro edition pilotage mode.
  • 37. Pro vs Enterprise edition selection Feature Contact Group Professional Enterprise Unlimited Rainford Accounts & contacts ✔ ✔ ✔ ✔ ✔ ★★★ AppExchange app integration* ✔ ✔ ✔ ✔ ✔ ★★ Chatter collaboration ✔ ✔ ✔ ✔ ✔ ★ Content library ✔ ✔ ✔ ✔ ✔ ★★★ Document attachments ✔ ✔ ✔ ✔ ✔ ★★★ Mobile access ✔ ✔ ✔ ✔ ✔ ★★★ Reports ✔ ✔ ✔ ✔ ✔ ★★★ Task & activity tracking ✔ ✔ ✔ ✔ ✔ ★★★ Competitor tracking ✔ ✔ ✔ ✔ ★★ Customizable sales process ✔ ✔ ✔ ✔ ★★★ Dashboards ✔ ✔ ✔ ✔ ★★★ Lead scoring, routing, & assignment ✔ ✔ ✔ ✔ ★★★ Opportunity tracking ✔ ✔ ✔ ✔ ★★★ Web-to-lead capture ✔ ✔ ✔ ✔ ★★★ Campaigns ✔ ✔ ✔ ★★★ Customizable dashboards ✔ ✔ ✔ ★★★ Customizable forecasting ✔ ✔ ✔ ★★★ Product tracking ✔ ✔ ✔ ★★★ Role permissions ✔ ✔ ✔ ★★★ Enterprise Analytics ✔ ✔ ★★★ Territory management & sales teams ✔ ✔ ★★★ Workflow & approval automation ✔ ✔ ★★★
  • 38. Recurring costs comparison Professional Q1 2013 Q2 2013 Q3 2013 Q4 2013 Total 2013 Q1 2014 Q2 2014 Q3 2014 Q4 2014 Total 2014 Total Nombre d'utilisateurs 5 10 20 20 20 20 20 20 20 Licence EUR 1,050 EUR 2,100 EUR 4,200 EUR 4,200 EUR 11,550 EUR 4,200 EUR 4,200 EUR 4,200 EUR 4,200 EUR 16,800 EUR 28,350 Licence CHF CHF 1,260 CHF 2,520 CHF 5,040 CHF 5,040 CHF 13,860 CHF 5,040 CHF 5,040 CHF 5,040 CHF 5,040 CHF 20,160 CHF 34,020 Discount CHF (126) CHF (252) CHF (504) CHF (504) CHF (1,386) CHF (504) CHF (504) CHF (504) CHF (504) CHF (2,016) CHF (3,402) Net Licence CHF CHF 1,134 CHF 2,268 CHF 4,536 CHF 4,536 CHF 12,474 CHF 4,536 CHF 4,536 CHF 4,536 CHF 4,536 CHF 18,144 CHF 30,618 Support 24/7 CHF 252 CHF 504 CHF 1,008 CHF 1,008 CHF 2,772 CHF 1,008 CHF 1,008 CHF 1,008 CHF 1,008 CHF 4,032 CHF 6,804 Implementation CHF - CHF - CHF - Customisation CHF - CHF - CHF - Support récurrent CHF - CHF - CHF - Total CHF 1,386 CHF 2,772 CHF 5,544 CHF 5,544 CHF 15,246 CHF 5,544 CHF 5,544 CHF 5,544 CHF 5,544 CHF 22,176 CHF 37,422 Enterprise Q1 2013 Q2 2013 Q3 2013 Q4 2013 Total 2013 Q1 2014 Q2 2014 Q3 2014 Q4 2014 Total 2014 Total Nombre d'utilisateurs 5 10 20 20 20 20 20 20 20 Licence EUR 2,025 EUR 4,050 EUR 8,100 EUR 8,100 EUR 22,275 EUR 8,100 EUR 8,100 EUR 8,100 EUR EUR 8,100 32,400 EUR 54,675 Licence CHF CHF 2,430 CHF 4,860 CHF 9,720 CHF 9,720 CHF 26,730 CHF 9,720 CHF 9,720 CHF 9,720 CHF CHF 9,720 38,880 CHF 65,610 Discount CHF (243) CHF (486) CHF (972) CHF (972) CHF (2,673) CHF (972) CHF (972) CHF (972) CHF CHF (972) (3,888) CHF (6,561) Net Licence CHF CHF 2,187 CHF 4,374 CHF 8,748 CHF 8,748 CHF 24,057 CHF 8,748 CHF 8,748 CHF 8,748 CHF CHF 8,748 34,992 CHF 59,049 Support 24/7 CHF 486 CHF 972 CHF 1,944 CHF 1,944 CHF 5,346 CHF 1,944 CHF 1,944 CHF 1,944 CHF CHF 1,944 7,776 CHF 13,122 Implementation CHF - CHF - CHF - Customisation CHF - CHF - CHF - Support récurrent CHF - CHF - CHF - Total CHF 2,673 CHF 5,346 CHF 10,692 CHF 10,692 CHF 29,403 CHF 10,692 CHF 10,692 CHF 10,692 CHF 10,692 CHF 42,768 CHF 72,171
  • 39. Exemple of Edition recommendation Item Title Professional Edition Enterprise Edition Global account or Account-Contact B2C model available or non-profit pack G1 B2C approach ✔ Commissions related calculations not Commissions related calculations can be G2 Commissions available since opportunities not restricted by profile and opportunities ✔ readable by other users readable Manual work Workflow can be configured G3 Qualification ✔ Recurring costs 20 22’176/year – 42’768/year – ✔ users 1’848/month 3’564/month Total costs (2 years) 92’000 CHF (incl. Setup) ✔ 120’000 CHF (incl. Setup)
  • 40. Application management  Related to gap analysis  Comparative analysis  TCO analysis  Technology watch  Assess impact on edition selection  Feasibility study
  • 41. Realisations  Smarsys.com  Eat your own dog food  Psyforce.ch  Lead management and customer follow-up  Rainford.ch  Sales management and properties reservations
  • 43. Sales and Marketing: Tools and Terminology Below you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online User Community. 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 organization's 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, Campaigns Accounts activities, cases, partners, contracts, and notes. 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. Google AdWords generate leads. 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. Opportunities the ROI of your marketing programs. 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 Leads Products that is listed in a price book with an associated price is called a price book entry.
  • 44. Sales and Marketing: Tools and Terminology Below you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online User Community. 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. Forecasts might possibly generate. A manager’s forecast should Task 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 A contract is a written agreement between two or more includes emails, call notes, and calendar events, so parties. Many companies use contracts to define the terms Activities everyone is on the same page. for doing business with other companies. Track the contract through your organization’s approval process and use Contracts workflow alerts to notify yourself when to initiate contract Reports are lists, summaries, and analyses of your data, renewals. 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 Reports Each document in the document library resides in a folder. 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 Documents folder and the documents within it. happening in your organization. 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 Calendar Events Dashboards different custom reports to display data graphically as charts in each dashboard.
  • 45. Sales and Marketing: Tools and Terminology Below you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online User Community. 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 Email Templates prospecting, announcements, and internal workflow. You sets of search results. Powerful filtering and scoping can even personalize parts of the email with information Search functions narrow searches and results. Customization from the contact or account record. options enable users to design search results layouts that are tailored for the way they work. Plan and execute email campaigns targeted at prospects Outlook users enjoy high levels of productivity with Apex and customers. Enterprise Edition customers can send 500 Connect Outlook—formerly called Outlook Edition—which emails per mass mailing, while Unlimited Edition customers makes it easy to synchronize important customer data Mass Email can send 1,000 emails per mass mailing. Salesforce can between two commonly used applications. With Connect also integrate with third-party marketing solutions and Outlook 3.0 in Spring ’07, productivity for Outlook users Connect Outlook offers out-of-the-box integration with several top email gets another boost with several enhancements. Users can marketing vendors. 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. Email Tracking metrics, such as whether recipients open the messages, 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 Web-to-Lead Form the person who owns the account. application's key benefits. Import excel worksheets or CSV (comma separated value) files. Map the information to leads, contacts, accounts, solutions, and custom objects. With computer-telephony integration (CTI) capabilities, you Import Wizard Search Import Tools on Successforce.com for more can directly integrate your telephone network into information. Salesforce and access it entirely through the familiar, browser-based Salesforce interface. With the combined CTI Integration power of CTI and the new Salesforce Console, salesforce.com delivers unlimited productivity to your call centers.