Aan001 Townsend 091707


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  • Good morning everyone – my name is Joel Martin, and I manage our Customer Success Team here at salesforce.com. I’ve been with salesforce.com for a little over 4 years, and this is my 4 th Dreamforce. If you’re wondering about the fur hat … I’m in from Toronto Canada. This year, I’ve had to opportunity to be the Track Lead for this track - Admin II – Advancing to the Next Level; and have been working with the session owners and speakers to put together what we feel – and hope you will agree – is an informative, relevant, and actionable series of sessions for you.
  • Aan001 Townsend 091707

    1. 1. Joel Martin Manager, Customer Success salesforce.com Admin II: Advancing to the Next Level
    2. 2. Agenda <ul><li>Welcome to Dreamforce! </li></ul><ul><li>What is this track all about? </li></ul><ul><li>We’re here for you. </li></ul>
    3. 3. What is this track all about?
    4. 4. What is this track all about? <ul><li>Target audience </li></ul><ul><ul><li>Administrators who’ve nailed the basics but are looking to sharpen their product expertise and take their implementation to new levels of success. </li></ul></ul><ul><li>Track design </li></ul><ul><ul><li>10 great sessions planned </li></ul></ul><ul><ul><li>17 customer speakers </li></ul></ul><ul><ul><li>Salesforce.com experts </li></ul></ul><ul><li>What we hope you get out of it </li></ul>
    5. 5. We’re here for you. <ul><li>Let us know how we can help </li></ul><ul><li>Take advantage of us </li></ul><ul><ul><li>Success Clinics </li></ul></ul><ul><li>Feedback please </li></ul>
    6. 6. Joel Martin [email_address] Thank you – and Welcome.
    7. 7. Ashley Landry, Sungard Maureen Shawcross, iRise Lara Sullivan, LoopNet Admin Track II: A Method to the Madness
    8. 8. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
    9. 9. Imagine it. Learn it. Use it. <ul><li>How to apply what you’ve learned when you get home </li></ul><ul><ul><li>How do you evaluate which features to leverage from salesforce.com’s multiple releases a year? </li></ul></ul><ul><ul><li>Mapping business requirements to functional/technical features </li></ul></ul><ul><ul><li>The importance of Change Management and Training </li></ul></ul><ul><ul><li>Keeping the org clutter free </li></ul></ul><ul><ul><li>Data Cleansing </li></ul></ul>
    10. 10. Ashley Landry Manager, Marketing Operations Maureen Shawcross Strategic Projects Manager Lara Sullivan Manager, Account Services Ly Townsend Senior Customer Success Manager salesforce.com Moderated By:
    11. 11. Ashley Landry Manager, Marketing Operations
    12. 12. <ul><li>Global leader in integrated software and IT Services </li></ul><ul><ul><li>25k customers in over 50 countries including the world's 50 largest financial services companies </li></ul></ul><ul><ul><li>Supply solutions to the financial services industry, higher education and the public sector </li></ul></ul><ul><ul><li>Provide solutions to information dependant enterprises of all types to maintain the continuity of their business through information availability services </li></ul></ul><ul><li>Privately Owned Company </li></ul><ul><ul><li>Annual revenue of $4 billion </li></ul></ul><ul><ul><li>Global infrastructure spanning 50+ business units </li></ul></ul><ul><ul><li>INDUSTRY : Software & IT Services </li></ul></ul><ul><ul><li>EMPLOYEES : 16,000 </li></ul></ul><ul><ul><li>GEOGRAPHY : Global </li></ul></ul><ul><ul><li># USERS : 1,000+ </li></ul></ul><ul><ul><li>PRODUCT(S) USED : Salesforce SFA & Call Center, 3 AppExchange Applications </li></ul></ul>
    13. 13. Maureen Shawcross Strategic Projects Manager
    14. 14. <ul><ul><li>INDUSTRY : Software/Consulting </li></ul></ul><ul><ul><li>EMPLOYEES : 145 </li></ul></ul><ul><ul><li>GEOGRAPHY : Southern California </li></ul></ul><ul><ul><li># USERS : 85 EE </li></ul></ul><ul><ul><li>PRODUCT(S) USED : Salesforce SFA & Call Center, AppExchange Dashboard, Custom Objects & Tabs </li></ul></ul>iRise® is dedicated to bridging the communication gap between customers, business and IT by improving the process of defining software.  Over 100 corporations such as Wachovia, SunTrust Bank, Sprint/Nextel and CompuCredit use the iRise application definition platform to get business and IT on the same page – the first time . Visual, interactive application simulations accelerate the delivery of innovative business applications, cut IT costs and reduce the risks associated with outsourced development.  Headquartered in El Segundo, Calif., iRise is backed by Morgan Stanley Venture Partners and has sales offices across North America.
    15. 15. Lara Sullivan Manager, Account Services
    16. 16. <ul><ul><li>INDUSTRY : Online Real Estate Services </li></ul></ul><ul><ul><li>EMPLOYEES : 140 </li></ul></ul><ul><ul><li>GEOGRAPHY : San Francisco, CA </li></ul></ul><ul><ul><li># USERS : 83 EE </li></ul></ul><ul><ul><li>PRODUCT(S) USED : Salesforce SFA, AppExchange Dashboard, Custom Objects & Tabs, API </li></ul></ul>LoopNet is a leading information services provider that offers a suite of products and services tailored to the national and local needs of the commercial real estate industry. LoopNet operates the largest and most heavily trafficked commercial real estate listing service online with more than 2.2 million registered members and 920,000 unique visitors monthly. The LoopNet online marketplace contains more than $440 billion of property available for sale and 3.4 billion square feet of property available for lease. LoopNet covers all commercial real estate property categories including commercial land , office space , industrial, multifamily (apartments) and retail.
    17. 17. <ul><li>Questions for the Panel </li></ul>
    18. 18. What is your process for implementing/leveraging the latest features? <ul><li>Review Release Notes </li></ul><ul><li>Work with your Customer Success Manager </li></ul><ul><li>Review current business processes and evaluate which features can be applied </li></ul><ul><li>Gather information on www.successforce.com </li></ul><ul><li>Leverage www.IdeaExchange.com to create/promote new features </li></ul><ul><li>Attend Webinars, City Tours & Dreamforce! </li></ul>
    19. 19. How involved is the Business in this process? Do you or the Business drive the business requirements? <ul><li>Keep the Business and Executive Sponsor involved </li></ul><ul><li>Understand their processes and features that can be leveraged for improvements </li></ul><ul><li>Review and prioritize features for each Business and then implement </li></ul>
    20. 20. Do you have a sandbox environment? If so…how do you leverage it? If not, what do you use as a workaround? <ul><li>Forece.com Sandbox </li></ul><ul><li>Salesforce Developer Edition </li></ul><ul><li>Cloned Org (manual) </li></ul>
    21. 21. Do you have a change management process to implementing/removing fields and keeping your Salesforce org clean? <ul><li>Work with key owners and stakeholders </li></ul><ul><li>Conduct weekly meetings with the cross-functional team </li></ul><ul><li>Keep a log of all change requests </li></ul><ul><li>Have a plan and objective to review functionality/data annually </li></ul><ul><li>Work in Sandbox environment to implement and test impact of changes </li></ul><ul><li>Production Rollout </li></ul><ul><li>Training </li></ul>
    22. 22. What is your approach to data cleansing? <ul><li>Data Quality Reports and Dashboards </li></ul><ul><li>More control on who can create new records </li></ul><ul><li>AppExchange Partner Tools for Data Cleansing </li></ul><ul><ul><li>Hoovers, DemandTools, RingLead, etc. </li></ul></ul>
    23. 23. What type of communication do you provide to your end users based on the changes you’ve made? <ul><li>Communicate changes via Home Page </li></ul><ul><li>Email, Newsletters </li></ul><ul><li>Team Meetings & Annual Conferences </li></ul><ul><li>Web Training & Teleconferences </li></ul><ul><li>One-on-One Communication </li></ul>
    24. 24. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>We strive to improve, t hank you for filling out our survey. <ul><li>Additionally, please score each individual speaker on: </li></ul><ul><ul><li>Overall delivery of session </li></ul></ul>
    25. 25. QUESTION & ANSWER SESSION Ashley Landry Manager, Marketing Operations Maureen Shawcross Strategic Projects Manager Lara Sullivan Manager, Account Services Ly Townsend Senior Customer Success Manager