S O P006 Chan 091807


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  • Good afternoon. Welcome to the session, Photocopy Your Best. My name is Carman Chan and I’m a Customer Success Manager at Salesforce.com. With me on stage are two customer heros; James Smith, Sales Director at CitySearch and Katrina Perano, Marketing Operations for EMEA & APAC at Sungard Data Systems. We will be discussing how to take your best reps and replicate what he or she does across all your entire organization.
  • S O P006 Chan 091807

    1. 1. Photocopy Your Best Katrina Perano, Sungard Data Systems Carman Chan, Salesforce.com Sales: Operations & Performance
    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. Agenda <ul><li>Key Findings from Sales Organizations </li></ul><ul><li>Steps to Photocopying your Best </li></ul><ul><li>Customer Showcase: </li></ul><ul><ul><li>Citysearch </li></ul></ul><ul><ul><li>Katrina Perano, Sungard Data Systems </li></ul></ul><ul><li>Recap & Summary </li></ul><ul><li>Q&A with Speakers </li></ul>
    4. 4. Key Findings <ul><li>What are the top 3 objectives in 2007 for sales management? </li></ul><ul><ul><li>#1 - Increase Revenues – 64% </li></ul></ul><ul><ul><li>#2 – Increase Sales Effectiveness – 56.1% </li></ul></ul><ul><ul><li>#3 – Increase Market Share – 36.1% </li></ul></ul><ul><li>Survey Demographics </li></ul><ul><ul><li>1300 professionals directly managing a sales organization </li></ul></ul><ul><ul><li>Multiple industries, different geography & varying company size </li></ul></ul><ul><ul><li>Topic: Challenges impacting sales performance today </li></ul></ul><ul><li>Identical top objectives for past 3 years - TREND </li></ul>Source: CSO Insights, Sales Performance Optimization, 2007 Survey Results and Analysis
    5. 5. Steps to Photocopying your Best <ul><li>Increase your revenues by achieving peak Sales Team performance </li></ul><ul><li>How to photocopy your best? </li></ul><ul><ul><li>Step 1: Definition of an outstanding sales rep </li></ul></ul><ul><ul><li>Step 2: Identify key metrics </li></ul></ul><ul><ul><li>Step 3: Interpret the data </li></ul></ul><ul><ul><li>Step 4: Share the data </li></ul></ul><ul><ul><li>Step 5: Drive behaviour change with the data </li></ul></ul><ul><li>Salesforce.com is the source for managing and driving this change </li></ul>
    6. 6. All About Citysearch <ul><ul><li>INDUSTRY : Online </li></ul></ul><ul><ul><li>EMPLOYEES : 4,500 </li></ul></ul><ul><ul><li>GEOGRAPHY : United States </li></ul></ul><ul><ul><li># USERS : 350 </li></ul></ul><ul><ul><li>PRODUCT(S) USED : Enterprise Edition </li></ul></ul>Citysearch is a leading online lifestyle guide with information on businesses, from restaurants and spas, to hotels and retail. Citysearch helps people make informed decisions about where to spend their time and money by delivering trusted content – Citysearch currently reaches over 20 million consumers nationwide and was recently recognized by Time Magazine as “One of the Top 25 Sites We Can’t Live Without!”
    7. 7. Key Challenges <ul><ul><li>Shifting Sales Objectives & New Direction </li></ul></ul><ul><ul><li>Growing Sales Organization & Expansion </li></ul></ul><ul><ul><li>Understanding Current Behavior </li></ul></ul><ul><ul><li>Defining Training & Areas of Focus </li></ul></ul><ul><ul><li>Slow Ramp Time For New Hires (60-90 days) </li></ul></ul><ul><ul><li>“ The Formula” </li></ul></ul>
    8. 8. Defining & Recreating “The Best” <ul><li>“ The Formula” </li></ul><ul><ul><li>Desired Sales Team Performance – Where do we want to be? </li></ul></ul><ul><ul><li>Current Sales Team Performance – Where are we? </li></ul></ul><ul><ul><li>Activity – How often are they “trying” to sell? </li></ul></ul><ul><ul><li>Number New Opportunities “Won” – How many do they sell? </li></ul></ul><ul><ul><li>Selling Price – How much are those Opportunities worth? </li></ul></ul><ul><ul><li>Industry – Where are they coming from? </li></ul></ul>
    9. 9. Ready, Set, GO! <ul><li>Where did we start? </li></ul><ul><ul><li>Historical Performances & Reporting </li></ul></ul><ul><ul><li>Compare Metrics of “A” Players vs. “B” and “C” Players </li></ul></ul><ul><ul><li>Isolate Areas of Opportunity </li></ul></ul><ul><ul><li>Reports & Dashboards </li></ul></ul><ul><ul><ul><li>By Rep, By Market, By Region </li></ul></ul></ul>
    10. 10. Ready, Set, GO! <ul><li>What next? </li></ul><ul><ul><li>Hiring Profile </li></ul></ul><ul><ul><li>Training Improvements </li></ul></ul><ul><ul><li>Strategy </li></ul></ul><ul><ul><li>Personalize </li></ul></ul><ul><ul><ul><li>individual reports, dashboards & development </li></ul></ul></ul>
    11. 11. What were the results? <ul><ul><li>Clear expectations & direction </li></ul></ul><ul><ul><li>Better Training & Focus </li></ul></ul><ul><ul><li>New Hire Ramp Time Decreased </li></ul></ul><ul><ul><li>“ Cross Pollination” </li></ul></ul><ul><ul><li>Improved Direction & Performance In Expansion Markets </li></ul></ul><ul><ul><li>Increased Income </li></ul></ul>
    12. 12. Key Take-Aways <ul><ul><li>Isolate your Key Metrics as a Sales Manager </li></ul></ul><ul><ul><li>Define your “Top Performers” </li></ul></ul><ul><ul><li>Own the Process </li></ul></ul><ul><ul><li>Build the reports and dashboards </li></ul></ul><ul><ul><li>Be a “Scientist” </li></ul></ul>
    13. 13. Katrina Perano Marketing Operations, EMEA & APAC
    14. 14. SunGard Data Systems <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>INDUSTRY: Software & IT Services EMPLOYEES: 16000 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support, 3 AppExchange Applications # USERS: 1000+
    15. 15. What Defines a Best Sales Rep? <ul><li>Uses SFDC to manage their pipeline not only to satisfy management, i.e.: </li></ul><ul><ul><li>Has key reports to know what deals to focus on – big deals, deals closing this month, new hot leads </li></ul></ul><ul><ul><li>Integrates with Outlook/Notes to prioritize daily activities and have account details at his fingertips </li></ul></ul><ul><ul><li>Quick to log notes after meetings </li></ul></ul><ul><ul><li>Logs in daily! </li></ul></ul><ul><li>Uses SFDC as a resource and “wears their SunGard hat”, i.e.: </li></ul><ul><ul><li>Leverages key data and reports to know… </li></ul></ul><ul><ul><ul><li>What SunGard products does the account own? </li></ul></ul></ul><ul><ul><ul><li>Who is currently meeting with this account? </li></ul></ul></ul><ul><ul><ul><li>Is this a Global (GAM) account? </li></ul></ul></ul><ul><ul><ul><li>Is there a cross-sell opportunity? </li></ul></ul></ul>
    16. 16. What are the Key Metrics? <ul><li>Performance </li></ul><ul><ul><li>Sales closed this FQ/YTD versus quota </li></ul></ul><ul><ul><li>Pipeline forecast </li></ul></ul><ul><ul><li>Cross-sell referrals </li></ul></ul><ul><li>Adoption </li></ul><ul><ul><li>Open opps with expired close dates </li></ul></ul><ul><ul><li>Early stage opps with close dates this FQ </li></ul></ul><ul><ul><li>New business opps created at a late stage </li></ul></ul><ul><ul><li>Late stage deals with no amount </li></ul></ul><ul><ul><li>*Adoption metrics sent monthly to BU Executives </li></ul></ul>
    17. 17. Focus on Activity Data <ul><li>The progress (or lack of progress) of a deal should be evident in the activities </li></ul><ul><li>Activity best practices: </li></ul><ul><ul><li>Use Log a Call for client meetings, calls, demos and proposals, mandatory for GAM accounts and cross-sell referrals </li></ul></ul><ul><ul><li>Provide a short summary of the next milestone in Next Steps </li></ul></ul><ul><ul><li>Leverage Outlook/Notes Edition to associate calendar entries and emails to opportunities </li></ul></ul><ul><ul><li>* Reports used for weekly sales calls include Next Steps and Activity History </li></ul></ul>
    18. 18. What Does the Data Mean? <ul><li>Collaboration – easy to identify cross-sell and solution sell opportunities, “One face to our customers” </li></ul><ul><li>Communication – management can always report on the pipeline and forecast </li></ul><ul><li>Efficiency – easy to identify where your focus should be and leverage the resources on SFDC for execution </li></ul><ul><li>Awareness – competitor’s strengths and weaknesses become obvious allowing for better product focus and marketing </li></ul>
    19. 19. How to View the Data - Reports <ul><li>“ My” Quick Reports – links on the homepage to key reports </li></ul><ul><li>Business Unit Report Folders – sales team reports show you where you are compared to the team and always know what management is seeing so no surprises on weekly sales calls </li></ul>
    20. 20. How to View the Data - Dashboards <ul><li>Sales Team Dashboard </li></ul>
    21. 21. How to View the Data - Dashboards <ul><li>Adoption Dashboard </li></ul>
    22. 22. How to View the Data - Dashboards <ul><li>Cross-Sell Referral Dashboard </li></ul>
    23. 23. How to Use the Data to Drive Behavior <ul><li>Only use SFDC reports to run weekly sales calls “If it’s not in SFDC it doesn’t exist.” </li></ul><ul><li>Display individual sales performance on team dashboards </li></ul><ul><li>Use SFDC to drive commissions </li></ul><ul><li>Enforce adoption metrics through executive support </li></ul>
    24. 24. Key Take-Aways <ul><li>By in by Senior Executives </li></ul><ul><li>Make SFDC a Resource </li></ul><ul><li>Know what you want defined </li></ul><ul><ul><li>i.e. what is the important information </li></ul></ul><ul><ul><li>Create Mandatory fields </li></ul></ul><ul><ul><li>Flexible </li></ul></ul><ul><li>Keep requirements simple </li></ul><ul><li>Involve Sales Managers in the process </li></ul>
    25. 25. Summary & Recap <ul><li>Applicable for new hires and existing sales reps </li></ul><ul><li>Develop a “formula” </li></ul><ul><li>Increase collaboration & cross selling opportunities </li></ul><ul><li>Use reports and dashboards </li></ul><ul><li>Sales Management Involvement is Key </li></ul>
    26. 26. 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>
    27. 27. Questions & Answers Katrina Perano Marketing Operations, EMEA & APAC Carman Chan Customer Success Manager