Sell - Sales Cloud best practices and new features


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Sell - Sales Cloud best practices and new features

  1. 1. Sales Cloud Best Practices & New Features §  Mark Woollen, §  Al Murray, G4S Plc §  Mujibur Choudhury, §  Charles Ashwell, Halfords
  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 statementsother than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, orother financial 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 andselling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. isincluded in our annual report on Form 10-K for the most recent fiscal year ended January 31, 2012. This document and others are available onthe SEC Filings 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. Al MurrayGroup Commercial Director
  19. 19. Salesforce & G4S Way Vision & objectives Fully customised solution embedded with G4S Way processes Implement a single group wide solution embedded with best practice G4S Way processes to transform the way we sell and manage our customers Provide staff with the right tools and processes to manage deals & relationships whilst enabling management with real time information needed to run the business effectively Collaborate globally, act Provide a single consolidated view of key accounts and our pipeline allowing us to locally collaborate and act globally in managing relationships with customers Satisfy & retain more Support organic growth by improving customer retention through embedded G4S Way best customers practice processes enabling improved customer insight Support organic growth by increasing visibility of our global bid pipeline allowing Pipeline visibility resource to be focused at the right time to win more and bigger Improve external improve external reporting, demonstrate the success of our solutions strategy and increase reporting forward visibility of revenues via better insight into the bid pipeline Improve sales team productivity to sell more and sell more effectively by giving them quick Improve productivity access to accurate data they need regardless of their location1
  20. 20. The G4S Salesforce initiative•  ‘Top of the range’ version of a ‘best in class’ cloud computing system... - Global transition to ‘unlimited’ edition - ‘Top of the range’ in-house functionality - 24/7 global ‘premier’ Salesforce support•  Fully customised to the needs of G4S - Supports the group-wide business structure - Embeds the G4S ‘Way’ processes - Integrated with other technologies - Supports regional/business specific differences•  Complimentary to global G4S business objectives - Empowering sales personnel to sell more - Satisfy and retain more customers - Improve external reporting
  21. 21. The G4S ‘Way’ Process Frameworks G4S Salesforce is embedded with sales and account management processes The Account Management Framework The G4S ‘Way’ •  7 easy stages to managing your accounts Account •  Focus most effort on most valuable customers Management •  Consistent global G4S customer experience Framework •  New global account segmentation standards •  Standardised account plan management The Opportunity Management Framework The G4S ‘Way’ •  5 easy stages to managing your opportunities Opportunity •  Focus effort on ‘best chance of winning’ opp’s Management •  Bid for opportunities which are worthwhile Framework •  Consistent global G4S bid process and lifecycle •  Create opportunities to win future work2
  22. 22. Five Customer Best Practices
  23. 23. Top 5 Ways to Use for Sales 1 Get answers fast 2 Sell as a team 3 Gather competitive intelligence 4 Collaborate with customers 5 Get real-time deal updates x
  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. Charles AshwellCorporate Sales Manager
  27. 27. HALFORDS at a Glance§  First Incorporated 1892§  Group Sales £861m§  465 retail stores nationwide, 250 Autocentres§  UK’s No. 1 cycling retailer—we sell 1 in 3 bikes in the UK§  Over 1 million bikes sold in 2011Business Services§  Cycle2work scheme §  Gift Cards, employee benefits, customer§  Bulk Product Sales loyalty and affinity§  Insurance Replacement Services §  In Vehicle Telematic Fitting Services
  28. 28. Halfords Business Services Runs on Salesforce§  Salesforce customer since 2004§  Limited access to IT resource – we needed to do it ourselves!§  Supports all of Business Services activities + Customer Services§ built on – soon migrating to Siteforce
  29. 29. What’s Next?§  Greater use of Chatter – potential to roll out to stores as well as customers§  Link to SAP§  Implement Radian6§  Survey tools§  Payment gateway§  CTI
  30. 30. Five Customer Best Practices
  31. 31. Device Growth Is Exploding, Driven By Consumers Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010.
  32. 32. Sell Anywhere with any Device Salesforce Customizations Any Device
  33. 33. MobileDemo
  34. 34. Five Customer Best Practices
  35. 35. Collaborative Forecasts: Accurately Forecastas 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
  36. 36. 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
  37. 37. 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
  38. 38. EnterpriseAnalytics Demo
  39. 39. 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 Report Type Quick Find Analytics for iPad Premium D & B Data Enterprise Analytics Advanced Industry Search Reports & Dashboards Quick Find Data Bucketing Partner Portal Assets 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...
  40. 40. 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
  41. 41. Your Resources for Success Salesforce Insights Your guide to CRM Succ ess Online and/or Premier Training Training
  42. 42. Q&A
  43. 43. Join us on Facebook!•  News•  Product insights•  Best practices•  Tips and tricks
  44. 44. Don’t Forget to Submit Your Survey! Please stop by the registrationkiosks to complete your session surveys - Each survey returned enters you to win a £250 Apple gift card.
  45. 45. Thank You!