Cranking Up Impact with Analytics
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Cranking Up Impact with Analytics

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How do you help your sales reps work more effectively? Join us to learn how experts at some of our top customers roll out and utilize analytics, from design workshops to deployment and ongoing ...

How do you help your sales reps work more effectively? Join us to learn how experts at some of our top customers roll out and utilize analytics, from design workshops to deployment and ongoing releases.

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    Cranking Up Impact with Analytics Cranking Up Impact with Analytics Presentation Transcript

    • Cranking up Impact with AnalyticsChange behavior, drive conversations, streamlineprocessesEtienne Droulez, Salesforce.com, Sr. Solution Delivery Manager
    • 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 salesforce.com, 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 non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, 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. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
    • “Action is the real measure of intelligence” Napoleon Hill
    • Changing Behavior with Analytics
    • Cindy PogrundEVP, Customer Experience@cindypogrundwww.linkedin.com/in/cindypogrund
    • All about Ifbyphone Ifbyphone is the leading voice-based marketing automation platform helping business manage, measure, and automate their online and off-line lead activities.  Track which ads drive leads  Set up a virtual call center integrated with Salesforce  Respond to leads faster  Send customer notifications or interactive surveys  Real time analytics
    • Simple Problem StatementWe struggled implementing an effective marketing and salesprocess because it took too long to measure and manage it. “You cannot manage what you cannot measure” Bill Hewlitt
    • Changing behavior with analytics 1. Sales reps – driving activity 2. Product and marketing activities “Change the way a. Improving PPC campaigns you look at things and the things you b. Driving our road map look at change.” 3. Reducing cancellations Wayne W. Dyer 4. Board level reporting
    • Here a dashboard, there a dashboard, everywhere a dashboard • How are we doing against our sales KPIs as a company? Corporate Performance • How are our marketing campaigns performing? Marketing & Leads • How is our entire sales team performing? Sales Management ALL • How are our qualifying and onboarding teams performing? Account Development • How is an individual rep preforming from a management view? Sales Management Status Sales Rep •How are my accounts performing? What accounts have I not touched? What accounts are up and down?
    • Solution #1 – Driving Rep Activity Level Report on what you measure. “If it is not in Salesforce, did it happen?”
    • Activity increase over 100% in 30 days
    • Highest month over month revenue increase in history of company. Was it a coincidence?
    • Solution #2 – Product and Marketing Close the Loop Customer information at your fingertips before every call Boost agent productivity and reduce input errors Track which marketing activities generate leads Take significant financial actions based on those results
    • Closing the loop – How it works?
    • Closing the loop – The results
    • Solution #3 – Reducing Cancellations
    • Reducing cancellations – measure then manage
    • What behavior changed? Account Cancellation March August
    • Changing behavior with analytics 1. Identify a problem 1. Sales Reps Activity Levels 2. PPC Spend Growing Out of Control 3. Reducing Cancellations 4. Focusing Board Discussions on Strategy 2. Analyze the data 3. Set a base measurement 4. If necessary modify process 5. Measure the results 6. Watch behaviors change
    • Driving Sales Conversation through Analytics
    • Ron CowanDirector of Sales Operations &TrainingZimmer Dental, Inc.
    • About Zimmer Dental….All about Based in Carlsbad, CA; Zimmer Dental is a manufacturer and distributor of Dental Implants, Prosthetics, Surgical Tools and Regenerative Products • Direct Sales Organization of 300+ in Ten Countries • Sells through Distributor Organization in 60+ Countries • Annual Sales of $250 Million • Division of Zimmer Holdings (ZMH) with $4.5 Billion in Sales
    • How I Define My Job…Help the Global Sales Organization Sell More Tools • Process Improvement • Information • Training
    • The Challenge… Too Much Data • Our business very transactional • Many products • High number of customers • Salespeople looking for ‘Whales’ • Educate in the importance of details and how they add up …….How did I get involved with Analytics?
    • What I Had to do… Define my Audience • Identify the data that really mattered • Consolidate and highlight categories • Juxtapose the information
    • Highlighting Blind Spots is What Really Matters Salespeople have 20 seconds with the Doctor • Product Blind Spots • Account Blind Spots • Territory Blind Spots
    • How I Consolidated Data…. SCRIBE® Analytics Integration to Salesforce.com 73 fields Combined Salesforce.com Germany Of data Into 16 Global Instance Acct System Pulled from Fields of (GSD Software) Accounting Summarized systems Data pushed Germany France Into View Salesforce.com Acct System (Sage Ligne 100 v15.54) France View Spain Acct System 73 Staging Database 16 Spain View (Sage v14) & SCRIBE! USA DCS USA View Acct System (DCS/IW) Canada View Canada Acct System (Sage Business Vision)
    • The Value ofJuxtaposition Debra Jones Steve Smith Amy Morton Ken Fuji Rick Ross Sue Richards Trey Johnson DENTAL CROWNS DENTAL TOOLS DENTAL DRILLS CAVITY FILLER
    • DENTAL CROWNS YTD Fonzarelli Dental Office PC DENTAL CROWNS PYTD DENTAL CROWNS - % CHANGE DENTAL CROWNS FPY DENTAL DRILLS YTDPresentation of DENTAL DRILLS PYTD DENTAL DRILLS- % CHANGE DENTAL DRILLS FPY 0 Account Data DENTAL TOOLS YTD DENTAL TOOLS PYTD DENTAL TOOLS- % CHANGEBy Categories DENTAL TOOLS FPY CAVITY FILLER YTD CAVITY FILLER PYTD CAVITY FILLER - % CHANGE 0 CAVITY FILLER FPY OTHER YTD OTHER YTD OTHER- % CHANGE OTHERFPY DENTAL CROWNS BY UNITS YTD DENTAL CROWN BY UNITS PYTD
    • Highlighting What Really Matters… Fonzarelli Dental Office PC Dr. Arthur Fonzarelli Dionne Warwick 212-555-1234 0 Dr. Arthur Fonzarelli 121 Park Ave Suite 805 New York, NY 10001
    • Here’s How I did it… • Equipment & Systems • Account Reports • Scribe Reporting Middleware
    • Using Analytics toStreamline Process
    • Blair CoffmanSr. Manager, Sales Operations andSystems
    • All about Pandora Pandora means “all gifted” in Greek. In ancient Greek mythology, Pandora received the gift of music from Apollo and, as we all know, she was very curious. We celebrate that virtue and it is our mission to reward the musically curious with a never-ending experience of music discovery.  350+ users  Increased sales productivity through streamlined process  Heavy use of APIs for multiple system connectivity
    • What’s your strategy?
    • Initial Evaluation• End users taking many steps to reach goals• Heavy electronic paper pushing• Multiple points of data entry for same data• Workarounds become unworkable and result in broken processes
    • Now what?Have to run the business – too time consuming to dive into whatworks vs.. what used to workBring in the analytics!
    • Data capture and analysisDocument high level workflowBreak workflow down into each click / data entryField utilization analysis Page layouts Number of fields per pageAnalyze, analyze, analyze
    • End results and goalsSingle system of recordSingle field of entry OR multiple connected entry pointsStreamlined workflowFaster, more efficient sales without increasing headcount
    • Etienne Droulez Cindy Pogrund Ron Cowan Blair Coffman Salesforce Ifbyphone Zimmer Dental Pandora @salescloud
    • @salescloud