Cloudforce Sydney 2012 - Sales Cloud Best Practices and New Features


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Todd Enders showcases Salesforce's New features in the Sales Cloud and hear some Best Practice from:
Dean Puhalovich, National Australia Bank
Cara Luckiesh,
John Rotenstein, Atlassian

This was a presented during a Breakout Session at Cloudforce Sydney 2012 ( ).

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Cloudforce Sydney 2012 - Sales Cloud Best Practices and New Features

  1. 1. Sales Cloud Best Practices & New Features  Todd Enders,  Dean Puhalovich, National Australia Bank  Cara Luckiesh,  John Rotenstein, Atlassian
  2. 2. Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements thatinvolve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements otherthan statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or otherfinancial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statementsconcerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionalityfor our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptionsor delays in our Web hosting, breach of our security measures, risks associated with possible mergers and acquisitions, the immature market inwhich we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, newreleases of our service and successful customer deployment, our limited history reselling products, and utilization and sellingto larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included inour annual report on Form 10-K for the most recent fiscal year ended January 31, 2012. This document and others are available on the SECFilings section of the Investor Information section of our Web site.Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not bedelivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currentlyavailable., inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Your Resources for Success Best Practice Local User Events Groups CustomerSuccess Manager You! Online Community Customer User & Admin Support Training
  4. 4. Delight Your Customers in a Whole New Way Social Profile Collaborate MarketEmployee SOCIAL Customer Social ENTERPRISE Social Network Work Service Network Extend Sell
  5. 5. Sales Cloud: Sales for the Social Enterprise Sell
  6. 6. Reps Are Being Left Out of Today’s Buying Process Customers Sales Rep May I suggest … I was hoping to find… May I suggest … May I suggest…
  7. 7. They’re Wasting Time Looking for Information
  8. 8. Sales Cloud: Connect With Everything You Need to Win Customer Employee Social Social Network Network
  9. 9. Customers Succeed Across Every Major Metric Average Percentage Improvements Reported by Customers Source: Customer Relationship Survey conducted April 2011, by an independent third-party, MarketTools Inc., on 4,500+ customers randomly selected. Response sizes per question vary.
  10. 10. “How can I get these results?”
  11. 11. Five Customer Best Practices
  12. 12. Five Customer Best Practices
  13. 13. Gather Intelligence From Across the Social Web Know What Matters to Your Customers
  14. 14. Simplified Data Management• 4M Company Profiles • Automatically in Salesforce • Real-Time Updates• 30M, 100% Complete • Unified in the Cloud • Improve CRM Adoption Contacts • In Your Business Process • Instant Notifications• Social Insights • Familiar User Experience
  15. 15. Radian6: Listen for Social Leads #1 Social media monitoring platform Listen, monitor, and engage 50% of Fortune 100 use Radian6 59% increase marketing effectiveness
  16. 16. SocialProspecting Demo
  17. 17. Five Customer Best Practices
  18. 18. Dean PuhalovichAsset Manager CRM, ReferenceData, and Non-Traded
  19. 19. About Us - Our Organisation Today  Global financial services organisation with 40,000+ employees across AUS, NZ, Asia, UK, and US  3,500+ in NAB’s Wholesale Banking Global business  Current Usage - 1138 Users / Licenses  Shared instance (“Client Centre”) used by 8 Business Groups within Business Banking, NAB Corporate & Wholesale Banking.  My role: Asset Manager - CRM, RDM, and Non- Traded Wholesale Banking Technology
  20. 20. Driving Cross Sell / Upsell Wholesale / business bank cross sell enabled through daily automated client data updates Specialised product specialist and business unit views established Opportunity management and clear sales pipeline removed the need for excel spreadsheets
  21. 21. Increasing Adoption and Usage Calls per month increased by 50% New Opportunities per month per dealer increased from 2  15 60% performance increase for end user using Firefox instead of IE 7.0 Usage up 20% Compliance, regulatory and pre- Deal requirements met
  22. 22. Five Customer Best Practices
  23. 23. Top 5 Ways to Use for Sales 1Get answers fast 2Sell as a team 3Gather competitive intelligence 4Collaborate with customers 5Get real-time deal updatesx
  24. 24. Connect With Customers in Private Deal RoomsYour Customer Your Deal Team
  25. 25. Stay Connected to Your Channel and Grow RevenueMaximize Channel SalesAutomate deal registration, lead distribution,opportunity trackingGain Real-time VisibilityInstant insight into channel pipeline, revenue, andpartner performanceWork with Partners in Real-timeCollaborate on opportunities, leads, and moreusing Salesforce-to-Salesforce Partner Portal Your Application
  26. 26. CollaborativeSelling Demo
  27. 27. Five Customer Best Practices
  28. 28. Device Growth Is Exploding, Driven By Consumers Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010.
  29. 29. Sell Anywhere with any Device Salesforce Customizations Any Device
  30. 30. MobileDemo
  31. 31. Five Customer Best Practices
  32. 32. Collaborative Forecasts: Accurately Forecast as a Team Collaborate Across Team See your entire team’s forecast and related opportunities in real-time Apply Management Insights Make and track forecast overrides in-line Tailor to Your Business Custom forecast categories, multicurrency, change forecast periods
  33. 33. Best Practices for Tracking Your Performance Top 5 Tips 1.Follow gauges for top 3 metrics 2.Chatter charts to drive discussion 3.Track opportunity funnel 4.Use sales leaderboards 5.Track activity and inactivity
  34. 34. Salesforce Enterprise Analytics Reporting across the Enterprise Cross-object data sets, including custom Advanced filters & queries Filter on any object, exception reporting On-the-fly modeling Data grouping and segmentation in place Dynamic & filtered dashboards Drive KPI alignment for business focus
  35. 35. John RotensteinBusiness Intelligence
  36. 36. Unique Business Model No salespeople Download & Evaluate Serving more than 20,000 companies worldwide Purchase onlineOur need: Annual maintenance renewals
  37. 37. Metrics Dashboard
  38. 38. Measuring ROI with a Control Group Value Calculation # Opportunities x Higher Win Rate x Average Value = $21,976 per month = $263,723 per annum Opportunity Cost of Control Group = $61,860 per annum Group Renewal Rate Renewal Specialists 22% Control Group 14%
  39. 39. Comparing win rates by Opportunity attributes Slice & Dice by attribute Identify why Win Rates vary
  40. 40. Lessons Learned Quick to implement Business Analyst skills are sufficient Easy to integrate to other systems Management likes metrics!
  41. 41. Over 50 New Features in the Sales Cloud Winter Spring Summer ‘12 ‘12 ‘12 Social Accounts Calculated Columns Chatter Feed Search Social Leads Multiple File Upload Collaborative Forecasts D&B Account Data Drag and Drop File Upload Customer Groups Salesforce for Android Campaign Cross-filters File Deliveries Touch (Pilot) Chatter Answers in Portals File Recommendations Shared Activities (Pilot) Collaborative Forecasts GA Expanded Account Details Smart Search Forecast Drilldown Salesforce for Outlook Bulk Edit YouTube & Klout Chatter Mobile Updates Salesforce for Outlook 64-bit Radian6 Social Hub Forecast Quotas Chatter for Outlook File recommender Automated Match and Fill Mobile Dashboards (iPad) Filtered Dashboards Forecast Quota Attainment Social Contacts Personal Reports Joined Reports Charting New Reports Tab Selective Outlook Sync Shared Tasks User Based Report Types Analytics for iPad Premium D & B Data Report Type Quick Find Enterprise Analytics Advanced Industry Search Reports & Dashboards Data Bucketing Partner Portal Assets Quick Find Dynamic Dashboard Filters Joined Reports Touch Beta for iPad Recent Reports Cross Filters Visual Workflow Subflows Any many more... Expanded Report Filters Expanded Stare and Compare And many more... And many more...
  42. 42. Tailor The Sales Cloud to Fit Your Business Customize Integrate Build Your Business Process Open to Any System Extend Your App Any Tab You Want 21 million+ 50% of Transactions 150,000+ Customizations through API Custom Apps
  43. 43. Your Resources for Success Online and/or Premier Training Training
  44. 44. Join us on Facebook!•News•Product insights•Best practices•Tips and tricks
  45. 45. Thank You!
  46. 46. Don’t Forget to Submit Your Survey!Stop by the registration kiosks to complete your sessionsurveys. We have 200 KeepCups to give away as well as the chance to win a $500 iTunes voucher! Thank you! NSW Permit No. LTPS/12/05010