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M A S007 Plotczyk 091807

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Full session information and video available on successforce.com.

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  • 1. Data Quality: Who Doesn’t Want It? John Brooke, Billian’s HealthDATA Scott Fletcher, Misys Teresa Nykilchuk, Seagate Matthew Reznick, 3N: National Notification Network Hernan Vera, Ryder Transportation & Logistics Track: Marketing II Advanced Strategies
  • 2. Safe Harbor Statement
    • “ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward-looking statements including but not limited to statements regarding our expected future revenue, GAAP diluted earnings per share, expected tax rate, anticipated shares outstanding, and concerning the potential market for our existing service 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.
    • 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.
    • 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, including our Form 10-K for the fiscal year ended January 31, 2007. 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.
  • 3. Safe Harbor Statement
    • “ 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.
    • 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.
    • 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.
  • 4. JOHN BROOKE GM, SALES & MARKETING SCOTT FLETCHER CRM PROGRAMME MANAGER TERESA NYKILCHUK SR PROJECT MANAGER, CUSTOMER ADVOCACY Lisa Plotczyk Sr. Manager, Marketing Operations SALESFORCE.COM Moderated By: MATTHEW REZNICK MARKETING EVANGELIST HERNAN VERA DIRECTOR MARKETING, SUPPLY CHAIN SOLUTIONS
  • 5. Billian’s HealthDATA
      • INDUSTRY : Publishing
      • EMPLOYEES : 50
      • GEOGRAPHY : North America
      • # SALESFORCE USERS : 29
      • PRODUCT(S) USED : SFA, Service & Support, 1 downloaded AppExchange application
    Billian’s HealthDATA is the leading provider of comprehensive market intelligence about the healthcare industry across the continuum of care.
  • 6. Billian’s HealthDATA – Data Quality Key Challenges
    • Summary of Challenges
      • Inaccurate pricing metrics
        • Lower revenue due to bad information
      • Ideal Customer Profile spot unidentified
        • Were we chasing deals we had no way to win?
        • Were we missing deals we should be focusing on?
        • Was our marketing focused on our sweet spot?
      • Reliant on tradeshows, website and calls for lead ID
  • 7. Billian’s HealthDATA – The Solution
    • How did we address these challenges?
      • Implemented AppExchange Access Hoover’s
      • Cleansed and Enriched existing Accounts
      • Identified Leads matching our Target Profile
      • Integrated to Salesforce SFA
    • Deployment Details
      • AppExchange Access Hoover’s
      • 6 Users
      • Built-in Integration points
      • No Training Required
      • Ongoing improvements in Quality of new Account information
  • 8. Billian’s HealthDATA – Data Quality Results
    • What were the results?
      • Updated account records for over 1,000 organizations in two weeks
      • Added and enriched contact records for hundreds of decision makers
      • Identified over 1,500 new prospects that met our Target Customer Profile
      • Increased revenue from more up-to-date pricing metrics
        • Accurate customer revenue and employee counts
  • 9. Imagine it. Learn it. Use it.
    • How to apply what you’ve learned when you get home
      • Automate
      • Centralize
      • Implemented
      • Integrate
  • 10. All About Misys Plc
      • INDUSTRY : Software
      • EMPLOYEES : 5,500
      • GEOGRAPHY : Global. Emerging markets esp. important for banking unit
      • # USERS : 985 Banking/TCM; 530 Healthcare
      • PRODUCT(S) USED : SFA, Service & Support, DemandTools, QueryAmp
    Misys is a leading software and services provider serving customers in banking, treasury and capital markets, and healthcare. With over 25 years as a public company (London: MSY), Misys offers unparalleled domain knowledge in these highly specialised markets.
  • 11. Misys – Data Quality Key Challenges
    • Summary of Challenges
      • High level of account and contact duplication
      • Frequent changes in business organisation
      • Constant need for small-scale modifications and clean-ups
      • Very hairy one-off clean-up projects, e.g., surgically deleting all opportunity line items and replacing with line-items with different pricebook entries
  • 12. Misys – The Solution
    • How did we address these challenges?
      • DemandTools for de-duping, PeopleImport utility
      • QueryAmp for wide range of more-complex tasks, large and small
    • Deployment Details
      • QueryAmp 1.2.8
      • Three users
      • Business Units: Banking, TCM
  • 13. Misys – Replacing Obsolete Opportunity Line Items
    • Query for line items by currency in “Oppties with LIs” sheet
    • Query for Pricebook Entries in same currency in “Main Template” sheet
    • Delete obsolete LIs
    • Insert new LIs using Pricebook Entry IDs pasted from “Main Template” sheet
  • 14. Misys – Data Quality Results
    • What were the results?
      • Ability to dismantle old, poorly structured Products/Pricebooks data and substitute improved structure: prerequisite for implementing PS and recurring-license pipeline management
      • Big improvement in turnaround time on masses of ad-hoc clean-up needs, from transferring opportunities to interim pipeline-health reporting
  • 15. Imagine it. Learn it. Use it.
    • How to apply what you’ve learned when you get home
      • Automate
      • Centralize
      • Implemented
      • Integrate
  • 16. Seagate Technology
      • INDUSTRY : High Technology
      • EMPLOYEES : 41,000
      • GEOGRAPHY : Global
      • # SALESFORCE USERS : 187
      • PRODUCT(S) USED : SFA, Demand Tools, People Import, Trillium
    Seagate is the worldwide leader in the design, manufacture and marketing of hard disc drives, providing products for a wide-range of applications including Enterprise, Desktop, Mobile Computing, Consumer Electronics and Branded Solutions.
  • 17. Seagate – Data Quality Key Challenges
    • Summary of Challenges
      • Multiple sources and types of customer data
      • Volume of sales data
      • Little ownership of data
      • Poor data quality at source
      • Double byte character language support
  • 18. Seagate – The Solution
    • How did we address these challenges?
      • Standardize address data with Trillium
      • Match and assign a unique customers number across distributor data through Trillium
      • Control quality of bulk list imports through marketing with People Import
      • De-duplication and data correction of user/system entered data with Demand Tools
  • 19. Seagate – The Solution
    • How did we address these challenges?
      • Go back to source for improvements/process correction
      • Nominate Data Stewards in each region
      • Emphasize business user involvement
      • Link basic data quality to high-value intelligence
  • 20. Seagate – Data Quality Results
    • What were the results?
      • 10s of thousands of duplicate accounts and contacts removed from SFDC using Demand Tools
      • Better de-dupe on import by People Import
      • More than 1M unique customer names processed by Trillium
      • Marketing ROI projects relying on data
      • User adoption
  • 21. Seagate - Summary
    • Find the data advocates and enlist support
    • Try to improve quality at source at every opportunity
    • Emphasise that all users have some involvement in data quality – “do no harm” to “patrol duties” to “The Cleaner”
    • Don’t be afraid to use multiple tools with different competencies for data management
  • 22. Imagine it. Learn it. Use it.
    • How to apply what you’ve learned when you get home
      • Automate
      • Centralize
      • Implemented
      • Integrate
  • 23. 3n (National Notification Network)
      • INDUSTRY : Technology – SaaS
      • EMPLOYEES : 50
      • GEOGRAPHY : Global
      • # SALESFORCE USERS : 32
      • PRODUCT(S) USED : SFA, Campaigns, Service & Support, RingLead, Google AdWords, Spoke, Exact Target
    3n ® (National Notification Network) is the leading global provider of mass notification solutions to Global 2000 corporations, government agencies, healthcare systems, and educational institutions in more than 70 countries with the ability to communicate in more than 230 countries worldwide.
  • 24. – Data Quality Key Challenges
    • Summary of Challenges
      • Cleaning the starting data
      • 2 business units
      • 2 separate websites
      • 40 tradeshows per year
      • 30 webinars per year
      • De-duping every record
      • Lead generation vs. lead nurturing
  • 25. – The Solution
    • How did we address these challenges?
      • Every record gets tagged with a campaign
      • Web to Lead
        • Auto assignment and salesperson notification
      • Validar – Tradeshow lead capture
        • RingLead mass list
      • Implemented email marketing campaigns
    • Deployment Details
      • RingLead
      • Web to Lead
        • Mass List
      • Validar
      • Exact Target
  • 26.
    • What were the results?
      • De-duping average tradeshow list from 10 man hours to 10 minutes
      • Overall tradeshow-to-salesperson process
        • 5 to 7 business hours to several hours
      • Sales people contacting prospects while the prospect is still on the website
      • Sales people have confidence in the lead quality
      • Market share improvements
      • Identifying hunting leads from farming leads
    – Data Quality Results
  • 27. Imagine it. Learn it. Use it.
    • How to apply what you’ve learned when you get home
      • Automate
      • Centralize
      • Implemented
      • Integrate
  • 28. About Ryder
      • INDUSTRY : logistics, supply chain and transportation management solutions
      • EMPLOYEES : 28,600
      • GEOGRAPHY : Global (Concentration in the U.S., Canada, Mexico, Brazil, Argentina, Chile, UK, Germany, Singapore, China)
      • # USERS : 200+, 12 currencies
      • PRODUCT(S) USED : SFA, Salesforce Mobile, Territory Management, 11 downloaded AppExchange applications
    Ryder is a Fortune 500 provider of leading-edge transportation, logistics and supply chain management solutions worldwide.
  • 29. RYDER – Data Quality Key Challenges
    • Summary of Challenges
      • Starting from scratch, wanted to make data quality cornerstone of our implementation
      • Obtaining a singular view of the customer globally
    • Our Implementation
      • 5,000 Account records
      • Inbound lead volume 150 per month
      • Average 1-2 contacts per Account
      • Private Sharing Model
  • 30. RYDER – The Solution
    • Well planned data model
    • Tag and enrich ALL leads and accounts with a DUNS# and Parent linkages up through Global Ultimate Duns, DUNS Demographics (Revenue, Industry, etc.)
      • “ On The Fly” linkage to family tree within salesforce.com powerful incentive to enter Accounts
    • Data Hygiene reports run
    • Workflow when a record is created
      • Notifying creator of incomplete fields
      • Assigning a task to Data quality administration to Tag/Enrich record
  • 31. Diamond Data – DUNS Linkage
    • Customer Connect application populates D&B data to salesforce.com on-demand
    • Only selected data is brought over from D&B. Additional data is appended quarterly as needed
    • Validates selected data we gathered
    • Field-level security controls who sees what
    • Up-to-date global hierarchy maintained daily
  • 32. Diamond Data – DUNS Linkage
    • Diamond Data application allows for 100% matching to D &B
    • Family tree links maintained daily
  • 33. Data Hygiene – Exception reports
    • Daily
      • Account creation, Account duplicates and DUNS matching
      • Contact creation and duplicates
    • Weekly
      • Account type validation
      • Account Address
      • Lead completeness
    • Monthly
      • Opportunity data validations
      • Expiring/Expired contracts
      • Ownership of Accounts, Opportunities, Contacts, Contracts
  • 34. Summary
    • Managing data and ensuring data quality is our most important (and time consuming) activity
    • Manual touch is critical, even with automation tools
    • Evaluating time investment trade-off regularly
    • Clear data model up-front helps
    • Organization stamina currently high
    • IT currently not involved. They will be as we get to the 360 ° view
    • Organization is addicted, not just adopting, to salesforce.com
  • 35. Session Feedback Let us know how we’re doing!
    • Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories:
      • Overall rating of the session
      • Quality of content
      • Strength of presentation delivery
      • Relevance of the session to your organization
    We strive to improve, t hank you for filling out our survey.
    • Additionally, please score each individual speaker on:
      • Overall delivery of session
  • 36. QUESTION & ANSWER SESSION JOHN BROOKE GM, SALES & MARKETING SCOTT FLETCHER TERESA NYKILCHUK SR PROJECT MANAGER, CUSTOMER ADVOCACY MATTHEW REZNICK MARKETING EVANGELIST HERNAN VERA DIRECTOR MARKETING, SUPPLY CHAIN SOLUTIONS CRM PROGRAMME MANAGER