First Impressions Count - Best Practices for Inside Sales Team


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Want to optimize your inside sales army? Learn how Salesforce can help you effectively structure and enable your sales team, starting on Day 1. Join us to learn best practices for on-boarding and managing your inside sales force from sales leaders like you at other leading companies, and best practices from the inside sales team at

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First Impressions Count - Best Practices for Inside Sales Team

  1. 1. Intro:
  2. 2. First Impressions CountBest Practices for Enabling Inside Sales TeamsMegan Niedenthal, Sales Productivity, salesforce.comBrad Adams, Inside Sales Manager, F5David McNeil, VP Sales Development, salesforce.comLaura Holmes, Enterprise Business Representative,
  3. 3. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differ materially from the results expressed or implied by the forward- looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning 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 functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2012. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements.
  4. 4. Brad AdamsInside Sales Manager
  5. 5. F5 is the Leader in Application Delivery Networking USERS DATA CENTER At Home SAP In the Office Microsoft On the Road Oracle
  6. 6. F5 Has Grown Rapidly With a Global Presence: F5 Global Inside Sales Organization FY11: $1.2B in Revenue ~ 3,000 Employees Globally 350 Service 300 Product 250 200 $ Millions 150 100 50 0 2Q10 3Q10 4Q10 1Q11 2Q11 3Q11 4Q11 1Q12 2Q12
  7. 7. 5 Functions of Inside Sales • TeleProspecting • TeleSales • TeleMarketing • Channel Management • Administration Work
  8. 8. Get Butts in Front of Customers!
  9. 9. Finding the Right Person to Talk to is the Easy Part EXCUSES
  10. 10. Growing Revenue Is The Ultimate Goal Pipeline x Close Rate = Revenue What is the Biggest Constraint?
  11. 11. Plan Ahead: Territory Prospecting Plan • Existing Customer Base • Key Target Accounts • Green Field Assessment • Marketing Strategies
  12. 12. Know Your Existing Customer Base • Identify Top Customers • Refresh or Up-Sell? • Can We Expand Our Footprint? • Are There Customers We’ve Been Neglecting?
  13. 13. Green Field Assessment • Top 200-300 Non Customer Accounts • Partner Engagement Plan • Marketing Plan
  14. 14. Key Target Accounts Target Account List Research Resources to Leverage Key Partners
  15. 15. Territory Marketing Strategies • Corporate Marketing • Specific Messaging • Territory Focused Marketing
  16. 16. Results • Reduce the Noise Make Money! • Increase Pipeline • Add New Customers • Expand Existing Footprint
  17. 17. David McNeilVP Sales
  18. 18. Sales Development Fuels the Growth of the Company 97700 Sales Dev Contributed FY2012 167 SRs 92300 50% of Global Pipeline 190 EBRs 87200 82400 77300 72500 FY2010 67900 144 SRs 62300 133 EBRs 59300 55400 51800 FY2008 47700 43600 110 SRs 41000 70 EBRs 35300 38100 FY2006 29800 32300 55 SRs 27100 FY2004 22 EBRs 22700 24800 17 SRs 18700 20500 16900 2 EBRs 13900 15500 12500 11100 9800 8700 7700 7000 6300 5700 4900 5100 4300 3500 3000 2500750 1125 1500 2000 FY2003 FY2004 FY2005 FY2006 FY2007 FY2008 FY2009 FY2010 FY2011 FY2012
  19. 19. Salesforce Specialized Sales Model Sales Account Today’s Development Executives Session EBRs: Outbound Reps Closed Deals Enterprise Qualified Customer Opportunities SuccessInbound Leads Commercial SRs: Inbound Reps Small Business
  20. 20. The Enterprise Business Representative “Machine” • EBRs are the hunters • Flood pipe with net new qualified opportunities • EBRs are aligned to Account Executives • Coverage ratios vary by segment • Career development role
  21. 21. EBR Goals Brand Evangelists BalancedPipe to Revenue (ACV) incentives between quantity and quality #dreamjob
  22. 22. Transforming the Way We Sell and Work Service Cloud Evangelist Strategic Partner Social Prospecting Targeted FocusOne Product Global Expansion Promotion Path Recruiting Focus EBR Playbook
  23. 23. Targeted Approach Prospecting (TAP) Top Accounts Industry Focus Strategically Aligned to Executing Against Top Top Accounts Industry & Sector Strategy Messaging Product Mix Targeted Messaging & Target Products Cased on Proven Success Stories Industry & Account
  24. 24. TAP is a Continuous Process
  25. 25. Top Accounts • Priority of Accounts by AE • Tier Company • Prospect vs. Existing Customer • Whitespace Analysis Industry Momentum
  26. 26. Use Salesforce to Drive the Team Alignment STEP 1 STEP 2 STEP 3Identify Your Goals Develop Territory Analyze Whitespace Plan Your Year Snapshot Tier Accounts Create Account Plans
  27. 27. Industry Focus • Define ideal industry / sub-sector mix • Revenue potential • Propensity to buy • Define target accounts within each industry/sector • Tag key industry accounts • Add key contacts
  28. 28. Messaging • “Short and Sweet” Sector-Specific Messaging • Tailor Communications Based on Role and Product • Leverage Social Prospecting Techniques • Pinpoint Distinct Use Cases
  29. 29. Tools to Enable EBRs Industry cheat sheets & other prospecting resources Product specific email templates 29
  30. 30. Product Mix • Right Products for Industry / Sub-sector • Alter Strategy Based on Type of Account • Mutual Fit? • Focus on Core Products • Use Emerging Products as a Way to Differentiate
  31. 31. Targeted Approach Prospecting Results • Improved AE Partnerships • Right Message at the Right time • Improved Pipe to Revenue • MORE $$$
  32. 32. Laura HolmesEnterprise Business Representativein/lkholmes
  33. 33. Strategize on Top Accounts
  34. 34. Customer Stories
  35. 35. Collaboration
  36. 36. Coaching Tools – Measuring EBR Activities
  37. 37. Coaching Tools – Measuring EBR Product Mix
  38. 38. Measuring Overall Team Performance
  39. 39. Measuring Pipeline Progression and Quality
  40. 40. Keys to Ongoing Inside Sales Success Training Social Networking Research Find Decision Makers Measured Accountability Competition 40
  41. 41. Brad Adams David McNeil Laura Holmes Megan NiedenthalInside Sales Manager VP Sales Development Enterprise Business Sales Productivity Representative @salescloud
  42. 42. @salescloud