Aen005 Gradin 091807

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  • Good Afternoon and Welcome to Advanced Administration: Territory Management …before we get started
  • Aen005 Gradin 091807

    1. 1. Territory Management for Admins William Gradin, salesforce.com Barbara M Moore, salesforce.com Herman Boyd, DuPont Admin III: Expanding into New Areas
    2. 2. 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>
    3. 3. BARBARA M MOORE PRINCIPAL CONSULTANT HERMAN BOYD SOLUTION DOMAIN LEADER WILLIAM GRADIN PRINCIPAL CONSULTANT SALESFORCE.COM Moderated By: and DUPONT
    4. 4. Barbara M Moore Principal Consultant [email_address]
    5. 5. Agenda <ul><li>What is Territory Management </li></ul><ul><li>Why Territory Management </li></ul><ul><li>Implementation Approaches and Strategies </li></ul><ul><li>Territory Management Deployment </li></ul><ul><li>Territory Management Considerations </li></ul><ul><li>Q & A – Share Your Best Practices </li></ul>
    6. 6. BEFORE WE BEGIN… <ul><li>Do you need Territory Management? </li></ul>1) You have a matrix organization with account managers /sales representative that need to roll up opportunities to more than one manager or management structure. 2) You utilize the Account Team and Sales Team features to align your territories; however, it has become too difficult to manage. <ul><li>Two of the most common reasons to implement territory management are: </li></ul>
    7. 7. What is Territory Management <ul><li>What is a territory </li></ul><ul><li>A territory is a flexible collection of accounts and users where the users have at least read access to the account, regardless of who owns the account. </li></ul><ul><li>By configuring territory settings, users in a territory can be granted read, read/write, or owner-like access to the accounts in that territory; for example: to view, edit, transfer, and delete records. </li></ul><ul><li>Both Accounts and users can exist in multiple territories. </li></ul><ul><li>Accounts can be added manually to a territory or via defined assignment rules. </li></ul><ul><li>Opportunity and Case access can also be controlled for users in a territory regardless of who owns to record. </li></ul>
    8. 8. What is Territory Management <ul><li>What is a territory </li></ul>Explicitly Assigned Implicitly Assigned <ul><li>Accounts: An account may be in one or more territories </li></ul><ul><li>Users: A user may be in one or more territories </li></ul><ul><li>Opportunities: An opportunity may only be in one territory </li></ul>Accounts Users Opportunities
    9. 9. What is Territory Management <ul><li>Role Hierarchy versus Territory Hierarchy </li></ul>Role Hierarchy Territory Hierarchy <ul><li>A user has only one role </li></ul><ul><li>A user can be in many territories </li></ul><ul><li>Account is owned by one user </li></ul><ul><li>An account is accessible by all users in territories to which it is assigned </li></ul><ul><li>User has one forecast based on role </li></ul><ul><li>User has a forecast for each territory in which they work with active opportunities </li></ul><ul><li>Manager can see everything below them </li></ul><ul><li>Manager can see everything below them related to accounts and opportunities in the territory </li></ul><ul><li>Sales teams used for team selling/overlays </li></ul><ul><li>Either sales teams or overlay territories may be used for team selling </li></ul><ul><li>No custom fields </li></ul><ul><li>Custom fields for integration </li></ul>
    10. 10. What is Territory Management <ul><li>The Sharing Model and Territory Management </li></ul>D: Role Hierarchy D A C B A: Team Sharing B: Ownership C: Territory
    11. 11. Why Territory Management <ul><li>Major Features </li></ul>Territory hierarchy – administrators set up a territory hierarchy for the entire sales organization Territory driven access – sales reps and overlays have access to data based on territory assignment Rules-based assignment – records are assigned to territories based on flexible rules Seamless transfers and hold-outs – transferred reps can continue to work on opportunities in their old territory for a pre-determined amount of time Forecast by territory – sales managers forecast opportunities by territory hierarchy with advanced options for overrides and customization Opportunity Territory Bounding – Sales People can only assign an opportunity to a Territory that is common to them and the account they are relating the opportunity to 1 2 3 4 Real Time 5 6
    12. 12. Why Territory Management <ul><li>Forecasting by Territory </li></ul><ul><ul><li>Joe submits a forecast for the Commercial Territory and the Enterprise Territory Separately </li></ul></ul><ul><ul><li>Each of Joe’s Territories and therefore his forecast can roll up to a different manager </li></ul></ul>
    13. 13. William Gradin Principal Consultant [email_address]
    14. 14. Implementation Aspects What needs to be evaluated when implementing TM? Territory Structure Scaling / Modeling Integration Visibility TM Live Cut Over Staggered Deployment
    15. 15. Implementation Aspects <ul><li>Tips on Modeling your Structure </li></ul><ul><li>Most often it is very similar to the Role Hierarchy structure </li></ul><ul><li>Model your structure outside of Salesforce </li></ul><ul><li>Best practice is to have one person per lowest level territory </li></ul><ul><li>Keep in mind that outside of Accounts and Opportunities Territory Management does not provide visibility to other objects </li></ul>
    16. 16. Implementation Aspects <ul><li>Rules Based Design </li></ul><ul><li>Rules defined at the territory and parent Territory Levels drive account assignments to Territories </li></ul><ul><li>Rules can be created via the API </li></ul><ul><li>Rules can cascade from parent to child. </li></ul><ul><li>Eg: Territory 2 are all accounts in CA with Rating = Hot </li></ul>
    17. 17. Implementation Aspects <ul><li>Slaved system Design </li></ul><ul><li>Typically Integration writes assignments </li></ul><ul><li>All User to Territory assignments from external system </li></ul><ul><li>All Account to Territory assignments from External System </li></ul>
    18. 18. Implementation Aspects <ul><li>Hybrid Design </li></ul><ul><li>Rules based and Slaved systems can coexist </li></ul><ul><li>Some Territories driven by external assignments </li></ul><ul><li>Some Territories driven by rules </li></ul><ul><li>Eg: Outside Sales is assigned by External system but Inside sales driven by rules </li></ul>
    19. 19. Implementation Aspects <ul><li>Things to Think About </li></ul><ul><ul><li>Account creation </li></ul></ul><ul><ul><li>Initial data migration </li></ul></ul><ul><ul><li>Ongoing maintenance reports </li></ul></ul><ul><ul><li>Cutover activities </li></ul></ul>
    20. 20. Territory Management Considerations <ul><li>What to review in Salesforce: </li></ul><ul><li>Reports </li></ul><ul><li>Folders </li></ul><ul><li>Views </li></ul><ul><li>Queues </li></ul><ul><li>Sharing Rules </li></ul><ul><li>Groups </li></ul><ul><li>Dashboards </li></ul><ul><li>Case Visibility </li></ul><ul><li>Lead Visibility </li></ul><ul><li>Account Visibility </li></ul><ul><li>Opportunity Visibility </li></ul><ul><li>Does ‘it’ need to be: </li></ul><ul><li>Updated? </li></ul><ul><li>Deleted? </li></ul><ul><li>Newly Created? </li></ul><ul><li>Remain as is? </li></ul>
    21. 21. Territory Management Considerations <ul><li>Rules example: Given 500 Territories </li></ul><ul><li>Each Territory can have up to 15 rules </li></ul><ul><ul><li>Each rule can have up to 10 rule entries </li></ul></ul><ul><ul><ul><li>Each entry can be ‘and’ or ‘or’ together </li></ul></ul></ul><ul><ul><ul><li>Each entry supports ~1k Characters </li></ul></ul></ul><ul><ul><li>Each rule supports ~10k Characters </li></ul></ul><ul><li>Each Territory supports ~150K Characters </li></ul><ul><li>An org supports ~75M Characters </li></ul><ul><li>Business Scenario: There are ~42k zip codes in the US </li></ul><ul><ul><li>Each zip code is 5 Characters </li></ul></ul><ul><ul><li>Total Characters for the US equals 210k </li></ul></ul><ul><ul><ul><li>Factoring in 1 comma for every zip each entry supports 166 codes </li></ul></ul></ul><ul><ul><li>Each rule supports 1,660 codes </li></ul></ul><ul><li>Each Territory can support 24,900 codes </li></ul><ul><li>Result: All zip codes in the US could be handled with 2 territories </li></ul>
    22. 22. Herman Boyd Solution Domain Leader [email_address]
    23. 23. Customer Hall of Fame Herman Boyd DuPont IT Solution Domain Leader Famed Statistics: 1500 Users 55% Login Rate 31 Custom Tabs 13 Custom Apps 76 Custom Objects 20 S-Controls 100 Apex Mobile Want to hear more? Check out my case study . Meet Me At: Track: Admin III Session Title: Territory Management for Admins Date and Time: 9/18/2007 1:15 PM Founded in 1802, DuPont puts science to work by creating sustainable solutions essential to a better, safer, healthier life for people everywhere. Operating in more than 70 countries, DuPont offers a wide range of innovative products and services for markets including agriculture, nutrition, electronics, communications, safety and protection, home and construction, transportation and apparel. Copyright © 2007 E. I. du Pont de Nemours & Company All rights reserved.
    24. 24. Case Study – Key Challenges <ul><li>Problem Statement </li></ul><ul><ul><li>DuPont Refinish is revising its automotive refinish jobbers incentive process. The revised process, covering all US geographies, will provided greater flexibility for the participating partner Jobbers. </li></ul></ul><ul><li>Business Challenges </li></ul><ul><ul><ul><li>High-degree of security and visibility restrictions </li></ul></ul></ul><ul><ul><ul><li>Large number of competing external partners </li></ul></ul></ul><ul><ul><ul><li>Complex and overlapping sales territories </li></ul></ul></ul><ul><ul><ul><li>Expansive sales team </li></ul></ul></ul><ul><li>Technology Challenges </li></ul><ul><ul><ul><li>Account and Sales Team process too manual </li></ul></ul></ul><ul><ul><ul><li>Complex sharing rule maintenance </li></ul></ul></ul>Copyright © 2007 E. I. du Pont de Nemours & Company All rights reserved.
    25. 25. Territory Management Deployment Challenges <ul><li>Security concerns by our Jobbers that “others” could see their data – this made us rethink and revise our original TM structure </li></ul><ul><li>Each Jobber business entity needed a individual analysis of the TM needs </li></ul><ul><li>TM is only used by the Refinish Business </li></ul><ul><ul><li>Required us to build TM validation level rules that would assign any Refinish Only Accounts to a Territory </li></ul></ul><ul><li>Need to assess how TM will affect all of the Salesforce constituents </li></ul><ul><li>Due to manual Jobber Territory Assignment – high degree of ongoing interfacing, training & validation is required </li></ul>Copyright © 2007 E. I. du Pont de Nemours & Company All rights reserved.
    26. 26. DuPont Refinish US: Sales Districts Copyright © 2007 E. I. du Pont de Nemours & Company All rights reserved.
    27. 27. Territory Management Implementation <ul><li>Leverage Sandbox. Ability to refresh Sandbox to return to pre TM state (with no impact to production environment </li></ul><ul><li>Manage Complexity. </li></ul><ul><ul><li>DuPont has a complex security environment – needed to ensure TM would not negatively impact the total environment </li></ul></ul><ul><ul><ul><li>Internal Users </li></ul></ul></ul><ul><ul><ul><li>External Customers/Partners </li></ul></ul></ul><ul><ul><ul><li>3 rd Party Relationships </li></ul></ul></ul><ul><ul><ul><li>Single Org with many internal businesses & complex legal entities </li></ul></ul></ul><ul><ul><li>Once turned on TM cannot be turned off – no going back </li></ul></ul><ul><ul><li>Rules-based access and visibility within and across territories </li></ul></ul><ul><li>Go-Live Considerations. Thorough test of all aspects was required before moving to production </li></ul><ul><ul><li>TM affects certain reports and views </li></ul></ul><ul><ul><li>TM affect on Role & Rules based security </li></ul></ul>Copyright © 2007 E. I. du Pont de Nemours & Company All rights reserved.
    28. 28. Territory Management Deployment Benefits <ul><li>Allows very specific record assignment </li></ul><ul><li>Facilitates easy reorganization of your territories </li></ul><ul><li>Enables rapid response to organizational changes, restructuring </li></ul><ul><li>Permits multiple territories per account – allowing different “views” or segmentation (DuPont Mgmt, Jobber Users, Market Segment – Aviation) </li></ul><ul><li>Allows for use of Territory (or Territory & Subordinates) as a “Sharing Rule” for Views, Folders, Reports, etc. </li></ul>Copyright © 2007 E. I. du Pont de Nemours & Company All rights reserved.
    29. 29. Samples of Jobber Territory Design Multiple Territories with Jobbers requiring specific Territories by Representative <ul><li>Multiple Territories </li></ul><ul><li>Jobbers defined differentiation by Regions </li></ul><ul><li>Jobbers defined differentiation by Store Location </li></ul><ul><li>Simple: One Jobber Territory </li></ul><ul><li>Two Territories </li></ul><ul><li>Jobber may self-assign Territories (Forecast User) </li></ul>Copyright © 2007 E. I. du Pont de Nemours & Company All rights reserved.
    30. 30. Territory Management Business Benefits <ul><li>Enables tracking of monthly engagements between DuPont and Distributors </li></ul><ul><li>Provides a solid baseline of Customer Acquisition Cost – and enables tracking by Competitor, by Distributor, by Sales District </li></ul><ul><li>Allows visibility of Sales Pipeline </li></ul><ul><li>Enables and drives Distributor and Customer Segmentation </li></ul><ul><li>Ensures visibility of Territory data controlled by Profiles </li></ul><ul><ul><li>General Ledger Expenses (Metrics) </li></ul></ul><ul><ul><li>Contracts (Agreements) </li></ul></ul>Copyright © 2007 E. I. du Pont de Nemours & Company All rights reserved.
    31. 31. Case Study – Results <ul><li>Streamlined invoice notification process- from 2 business days down to 2 hours </li></ul><ul><li>Improved days outstanding (receipt, processing, and incentive delivery) – by seven days </li></ul><ul><li>92% decrease in Past Dues </li></ul><ul><li>Greater than $1mm PTOI improvement </li></ul><ul><li>Significant improvement in customer satisfaction </li></ul><ul><li>Significant productivity improvement for DuPont and Jobbers </li></ul>Copyright © 2007 E. I. du Pont de Nemours & Company All rights reserved.
    32. 32. Case Study – What’s Next? <ul><li>100% of Champion Jobbers to be included </li></ul><ul><li>Sunset existing customized system (2008) </li></ul><ul><li>Integrate, interface with other enterprise solutions </li></ul><ul><li>Expand Salesforce Mobility solution to include most Champion Jobbers. </li></ul>Copyright © 2007 E. I. du Pont de Nemours & Company All rights reserved.
    33. 33. 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>
    34. 34. QUESTIONS & ANSWERS WILLIAM GRADIN Principal Consultant BARBARA M MOORE Principal Consultant HERMAN BOYD Solution Domain Leader
    35. 35. Imagine it. Learn it. Use it.
    36. 36. Territory Management Considerations <ul><li>Performance Characteristics </li></ul><ul><li>Performance needed to be tuned to support large organizations </li></ul><ul><li>Salesforce.com took the following measures to ensure success </li></ul>Bulk Operation Before After Territory Insert 1,000 /hr 438,000 /hr Territory Update 5,000 /hr 350,000 /hr Territory Delete 150 /hr 200,000 /hr User Territory Insert 4,000 /hr 70,000 /hr User Territory Delete 4,000 /hr 70,000 /hr AccountShare* Insert 30,000 /hr 220,000 /hr AccountShare* Delete 30,000 /hr 240,000 /hr *AccountShare Updates equivalent to assigning accounts to territories Test results were achieved on an org with 15K-20K territories Test results can vary dramatically depending on number off Opportunities and Accounts
    37. 37. Territory Management Considerations <ul><li>Territory goals </li></ul><ul><li>Territory strategy </li></ul><ul><li>Analyze data </li></ul><ul><li>What-if scenarios </li></ul><ul><li>Normalize potential </li></ul><ul><li>Mass reorganizations </li></ul><ul><li>Model hierarchy(ies) </li></ul><ul><li>Assign accounts </li></ul><ul><li>Assign people </li></ul><ul><li>Add, move, delete sales reps </li></ul><ul><li>Add, move, delete sales accounts </li></ul><ul><li>Add, change, remove territories </li></ul><ul><li>Support hold-outs/forecast exceptions </li></ul><ul><li>Report on exceptions </li></ul>Reorganization <ul><ul><li>Plan </li></ul></ul><ul><ul><li>& </li></ul></ul><ul><ul><li>Align </li></ul></ul><ul><ul><li>Maintain </li></ul></ul><ul><ul><li>Model </li></ul></ul><ul><ul><li>& </li></ul></ul><ul><ul><li>Assign </li></ul></ul>

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