Presented in the Admin Theater at Boston World Tour on April 7, 2016.

1. How To Solve The Biggest Problems With Salesforce
Training
Learn how to create & deliver a proven Salesforce training model
that will delight your end users and impress your executive team.
David Giller
CEO, Brainiate
dgiller@brainiate.com
@davidgiller

2. David Giller, Esq.
Founder & CEO
• Certified Salesforce Sales Cloud Consultant
• Co-Leader of NY Salesforce User Group
• Author, Getting Started in Salesforce Series
• Formerly known as “The Salesforce Guru” at GE Capital
• Attorney (managed my law practice on Salesforce Sales Cloud)
• Previous IT Manager at NBCUniversal
About Me:

3. • Salesforce Training
• New Salesforce Implementations
• Enhance Existing Salesforce Configurations
• Custom App Development for Salesforce
About Brainiate:

4. Forward-Looking Statement
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 any litigation, risks associated with completed and any 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-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most
recent fiscal quarter. These 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.

5. Max Cooper
Uses Salesforce at Acme Health Corp to track prospects & customers.
Max (Sales Manager)

6. Salesforce Implementation Overview
• 500+ Sales Reps
• Enterprise Edition of Salesforce
Invested $$$ on the Salesforce platform

7. Salesforce Rollout History
• Moved all older, historical data into Salesforce
• Salesforce went live 1 year ago
• Conducted initial “rollout training” 1 year ago

8. Today’s Pain Points – Experienced by Management
• No visibility to current pipeline
• Generating pipeline reports via Excel
• Half-baked, inaccurate & duplicate records
• Creating a customer list is painful
• No insight on team’s calling efforts
• Sales managers have no data

9. Today’s Pain Points – Expressed by Reps
• “We never got proper training”
• “We don’t have time to use Salesforce”
• “Salesforce is too confusing”
• “Salesforce isn’t as flexible as _______.”

10. Ask Your Reps
• ..looking for a phone number?
• ..looking for an email address?
• ..searching for the decision maker at your accounts?
• ..trying to find your notes from a prior meeting?
• ..trying to remember your own to-do items?
How often do you find yourselves..

11. Can We Quantify This Pain?
• Time wasted searching for customer information.
• Time wasted consolidating notes & spreadsheets.
• Deals that slipped through the cracks.
• Frustrated employees who left to work somewhere
more efficient.
• Money already invested in Salesforce licensing,
apps, integrations & ongoing support.

12. What Can Max Do?
Max (Sales Manager)

13. Within 2-3 Months, Max Can See:
• Dramatic increase in Salesforce adoption
• Accurate pipeline data, captured natively in Salesforce
• Clean prospect and customer data
• Visibility into his team’s efforts & touches with customers
Max (Sales Manager)
..without purchasing another app!

14. Within 2-3 Months, Sales Team Can Experience:
• More streamlined & efficient workflow
• Visibility into customer data on all devices
• Clarity on those records that require immediate attention
• Elimination of Excel cleanup to create pipeline & activity reports
• Love and appreciation for the Salesforce platform

15. How Can Max Accomplish This Transformation?
Max (Sales Manager)
Max will follow a 3-step strategy that is:
• Proven,
• Simple,
• Inexpensive and
• Sustainable.

16. Are you taking notes yet?
Now might be a good time...

17. Step 1 - Prepare
• Understand the current business processes, nuances &
priorities (across departments, divisions and business units).
• Identify the KPIs that matter (ex. quantify how many customer
touches are expected each month).
• Be familiar with existing Salesforce customizations,
integrations, third party apps, current pain points.
Salesforce Administrator / CRM Team Needs To..

18. Step 2 - Deploy
• 1 hour training sessions via web (GoToMeeting, WebEx)
• Weekly training sessions (Mon/Wed or Tues/Thurs)
• Sessions are recorded (no excuses!)
A mandatory core CRM training curriculum for all users
Best Practices:

19. Step 2 - Deploy
Standard Curriculum:
A mandatory core CRM training curriculum for all users
• Navigating Salesforce
• Chatter
• Leads
• Contacts & Accounts
• Activities
• Opportunities
• Cases
• Campaigns
• Reports
• Dashboards
• Salesforce1
• Additional apps, integrations, etc.

20. Step 3 - Maintain
• New issues, concerns, frustrations
• Ideas to improve existing configuration
• Sharing new best practices
Ongoing, bi-weekly “Lunch & Learn” sessions to address:

21. Why Record All Sessions?
By recording training sessions:
• Eliminate excuses (I couldn’t attend! I forgot!)
• Help new hires & internal promotions
• Allow users to re-watch previously attended sessions

22. Optional: Measuring User Competency
• Find, create, edit, reassign records (leads, contact,
accounts, opportunities, quotes, campaigns, cases).
• Create tasks – assigned to themselves and others.
• Update records via mobile device, including Chatter posts,
tagging colleagues, snapping photos & attaching them to
records.
• Create list views, reports, dashboards.
Provide users with micro hands-on exercises to demonstrate ability to:

23. Step 1: Prepare
Step 2: Deploy (Training Curriculum)
Step 3: Maintain (Lunch & Learn Sessions)
Optional (Kick-Some-Butt) Enhancements:
3 Step – Salesforce Training Plan:
• Record all sessions
• Measure competency via micro exercises
Review

24. Questions?

25. thank y u