Easy Adoption Making Salesforce a Rep's Best Friend


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Easy Adoption Making Salesforce a Rep's Best Friend

  1. 1. Easy Adoption: Making Salesforce a Rep’s Best Friend Andy Scollan, salesforce.com Stephanie Richman, Targus info Steve Bryan, Compli Ethan Alexander, salesforce.com Track: New System Administrators
  2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results 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 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. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire, retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor . </li></ul><ul><li>Any unreleased services or features referenced in this or other 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 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, except as required by law. </li></ul>
  3. 3. Agenda <ul><li>Session Overview </li></ul><ul><ul><li>What do Sales Reps Want? </li></ul></ul><ul><ul><li>Tools to Help Drive Usage </li></ul></ul><ul><ul><li>Making Information More Visible and Accessible </li></ul></ul><ul><li>From Reluctance to Dependence </li></ul><ul><ul><li>Selling Internally </li></ul></ul><ul><ul><li>Training Your Users </li></ul></ul><ul><ul><li>Measuring and Motivating </li></ul></ul><ul><li>Making salesforce.com the Single Access Point </li></ul><ul><ul><li>Making Your Sales Team Successful </li></ul></ul><ul><ul><li>Giving Every Employee Access </li></ul></ul><ul><ul><li>Salesforce.com Becomes a One Stop Shop </li></ul></ul><ul><li>Appexchange Mobile Demonstration </li></ul><ul><li>Q&A </li></ul>
  4. 4. &quot;I don't want to, I don’t like to, I won't … use Salesforce!&quot; It’s just a management tool (BIG Brother)! I don’t want to share my information! It doesn’t help me sell more! I’ve been doing it my way for years – and it works! I hate double entry! I’m mobile – I can’t get access on the road! It’s too complicated to use and I don’t have time!
  5. 5. What do Sales Reps want out of a Sales Tool? <ul><li>Help me close more deals </li></ul><ul><li>Help me increase the size of my deal </li></ul><ul><li>Make it easy to use </li></ul><ul><li>Allow me to slice and dice my own data </li></ul><ul><li>Give me access to my data anywhere </li></ul>
  6. 6. Help Sales Reps Increase Deal Size and Close Ratio <ul><li>Focus energy on “hot” Deals/Leads </li></ul><ul><ul><li>Views </li></ul></ul><ul><ul><li>Reports </li></ul></ul><ul><li>Strike while the iron is hot </li></ul><ul><ul><li>Leads routed directly to rep </li></ul></ul><ul><ul><li>Auto-response rules </li></ul></ul>
  7. 7. Help Sales Reps Increase Deal Size and Close Ratio (cont.) <ul><li>Competitive Intelligence </li></ul><ul><ul><li>Documents tab </li></ul></ul><ul><ul><li>Custom object / custom fields </li></ul></ul><ul><ul><li>Work Flow to provide reps with immediate competitive intelligence </li></ul></ul><ul><li>Account Intelligence </li></ul><ul><ul><li>OneSource </li></ul></ul><ul><ul><li>Hoovers </li></ul></ul><ul><ul><li>Diamond Data </li></ul></ul>
  8. 8. Help Sales Reps Spend More Time Selling <ul><li>Make it easy to use </li></ul><ul><ul><li>Fewer tabs / fields </li></ul></ul><ul><ul><li>Rule of 5’s </li></ul></ul><ul><ul><li>Get Feedback </li></ul></ul><ul><li>Enhance productivity </li></ul><ul><ul><li>Microsoft Office integration </li></ul></ul><ul><ul><li>Lotus Notes Edition </li></ul></ul><ul><ul><li>Templates </li></ul></ul><ul><ul><li>Mass email </li></ul></ul><ul><ul><li>Mail merge </li></ul></ul><ul><ul><li>Stay in Touch </li></ul></ul><ul><li>Make it accessible </li></ul><ul><ul><li>Offline edition </li></ul></ul><ul><ul><li>Offline PDA – by iAnywhere </li></ul></ul><ul><ul><li>Appexchange mobile </li></ul></ul>
  9. 9. Salesforce Makes Information Accessible <ul><li>360 Degree Account View </li></ul><ul><ul><li>Deal, Activity, Case History </li></ul></ul><ul><ul><li>Organizational Hierarchies – Account and Contact </li></ul></ul><ul><li>Increase visibility with reports and dashboards </li></ul><ul><ul><li>Quick snapshot of your important information </li></ul></ul><ul><ul><li>Slice and dice the data the way you need it </li></ul></ul>Better Visibility = Better Customer Relationships
  10. 10. Salesforce Makes Information Accessible (cont.) <ul><li>Integration to Critical Applications / Data </li></ul><ul><ul><li>Custom Links - financial info / map directions </li></ul></ul><ul><ul><li>Intranet / Extranet </li></ul></ul><ul><ul><li>Travel / Expenses </li></ul></ul><ul><ul><li>ERP / Financial </li></ul></ul><ul><ul><li>Other homegrown applications </li></ul></ul>
  11. 11. Stephanie Richman Director of Sales Operations [email_address]
  12. 12. About TARGUSinfo <ul><li>Leading provider of on-demand data about consumers that are interacting with businesses via web, phone, and POS </li></ul><ul><li>13 years old, 150 employees, 450 clients </li></ul><ul><li>Migrated from ACT! </li></ul><ul><li>Grown from 25 user licenses to 97 in less than 2 years….. </li></ul>INDUSTRY: Data EMPLOYEES: 150 GEOGRAPHY: US & Canada PRODUCT(S) USED: Enterprise Edition, 3 AppExchange applications in production # USERS: 97
  13. 13. Moving from Reluctance to Dependence <ul><li>Driving a cultural change….easy as 1,2,3? </li></ul><ul><li>Selling: Success in getting users to “buy” into the idea of using salesforce.com is dependent on your ability to “sell” it to ALL users. </li></ul><ul><li>How will this help you make more $$ </li></ul><ul><li>2 . Training: Lead the way. Internal involvement in training; intimate knowledge of business processes/challenges, etc… </li></ul><ul><li>3. Measuring & Motivating: Using dashboards to measure how well you have sold the end users, trained the end users, and motivate them further. </li></ul>
  14. 14. The (pre) Sale <ul><li>Do you have executive buy-in? </li></ul><ul><ul><li>Will they preach the use of salesforce.com? </li></ul></ul><ul><ul><li>Will they practice the use of salesforce.com? </li></ul></ul><ul><li>Do you have internal champions? </li></ul><ul><ul><li>Has your sales team been infiltrated by users that understand and support the cause? </li></ul></ul><ul><ul><li>Can they influence help their coworkers? </li></ul></ul><ul><li>Do you have a training plan in place? </li></ul><ul><ul><li>Who will do the training? </li></ul></ul><ul><ul><li>Who will help/support users moving forward? </li></ul></ul>
  15. 15. The Sale <ul><li>Lead with the carrots…. </li></ul><ul><ul><li>Improved productivity & efficiency </li></ul></ul><ul><ul><li>360 ° view of accounts (previous pain point) </li></ul></ul><ul><ul><li>Easier pipeline maintenance & reviews </li></ul></ul><ul><ul><li>Build your own reports (keep doing it your way…) </li></ul></ul><ul><ul><li>Improve quality of marketing campaigns—more inbound leads </li></ul></ul><ul><ul><li>“ Praise does wonders for the sense of hearing.” </li></ul></ul><ul><ul><li>- - Anonymous </li></ul></ul>
  16. 16. The Sale (cont.) <ul><li>&quot;He that will not apply new remedies must expect new evils.&quot; — Francis Bacon (Essays, II, On Innovation) </li></ul><ul><li>(aka “If it is not in salesforce.com, it doesn’t exist”) </li></ul><ul><ul><li>No account activity = no claim on account (open hunting season) </li></ul></ul><ul><ul><li>No access to support resources unless account has documentation and an opportunity has been created in salesforce.com </li></ul></ul><ul><ul><li>No bonuses/commissions if opportunity is not filled in completely and been approved by your Director </li></ul></ul>
  17. 17. Training <ul><li>Tested (for sales by sales) </li></ul><ul><ul><li>Select “power users” and ask them to evaluate the tool in everyday setting </li></ul></ul><ul><li>Customized (for sales by sales) </li></ul><ul><ul><li>Map to existing process/culture/terminology </li></ul></ul><ul><ul><li>Set realistic goals on what can be captured- clean & simple </li></ul></ul><ul><ul><ul><li>Life after salesforce.com should be easier for the Salesperson </li></ul></ul></ul>
  18. 18. Measuring (and Motivating)—Dashboards <ul><li>Measure: Are you moving from Reluctance to Dependence? </li></ul><ul><ul><li>How effective was training? </li></ul></ul><ul><ul><li>Who has become dependant? Who needs help? </li></ul></ul><ul><li>Motivate: Create dashboards that track what is important to the company, each team, and each individual </li></ul><ul><ul><li>Company Goals </li></ul></ul><ul><ul><li>Team Dashboards </li></ul></ul><ul><ul><li>Slacker Board vs. Top 10 Deal Board. Where do you want to be? </li></ul></ul><ul><li>Enterprise Edition </li></ul><ul><li>97 Users </li></ul><ul><li>Sales, Marketing, HR, Implementation, Finance </li></ul><ul><li>Other aps…. </li></ul>DEPLOYMENT DETAILS
  19. 19. Dashboard Examples
  20. 20. Dashboard Examples <ul><li>Where are you to goal? </li></ul><ul><li>What have you done to get there? </li></ul><ul><li>What are you going to do to reach your goal? </li></ul><ul><li>What key opportunities you are working on? </li></ul>What does your pipeline look like? How are you team members performing?
  21. 21. The Results <ul><li>“ People often say that motivation doesn't last. Well, neither does bathing - that's why we recommend it daily.” </li></ul><ul><li>-Zig Ziglar </li></ul><ul><li>More Leads, Better Leads </li></ul><ul><li>Salesforce.com has become our marketing engine and data entered is the fuel- 20-40% “influenced revenue” every quarter </li></ul><ul><li>High-quality, internally generated marketing lists </li></ul><ul><li>Lead tracking/Lead Nurturing- fewer missed opportunities </li></ul>
  22. 22. The Results <ul><li>“ People often say that motivation doesn't last. Well, neither does bathing - that's why we recommend it daily.” </li></ul><ul><li>-Zig Ziglar </li></ul><ul><li>Faster, Easier Processes </li></ul><ul><li>Forecasts and pipeline management </li></ul><ul><li>Self-service portal- Who? What? When? Where? Why?- 360° view of all customers and prospects </li></ul><ul><li>Budget Allocation- spend money where we have made money </li></ul>
  23. 23. Steve Bryan SVP Sales and Marketing [email_address]
  24. 24. Compli <ul><li>Leading supplier of Compliance Products/Services to Automotive Industry </li></ul><ul><li>5 Sales Reps in USA </li></ul><ul><li>400% sales growth </li></ul>INDUSTRY: Software ASP EMPLOYEES: 24 GEOGRAPHY: US PRODUCT(S) USED: SFA, Pollzter, Special Events, Campaigns, Miller Heiman # USERS: 24
  25. 25. Compli Business Challenges <ul><li>New Market Focus </li></ul><ul><li>Localized Sales Force </li></ul><ul><li>Lack of process </li></ul><ul><li>Poor client communication </li></ul><ul><li>Internal Silos </li></ul>
  26. 26. Compli End Goals <ul><li>Penetrate selected vertical market </li></ul><ul><ul><li>22,000 prospect names loaded into salesforce </li></ul></ul><ul><li>Grow National Sales Force </li></ul><ul><ul><li>4 new sales territories defined within salesforce, used forecasts and quotas to set expectations </li></ul></ul><ul><li>Introduce consistent sales process </li></ul><ul><ul><li>Miller Heiman Training and AppExchange </li></ul></ul><ul><li>Satisfied clients </li></ul><ul><ul><li>Client Usage data imported into salesforce </li></ul></ul><ul><li>Improve communication internally </li></ul><ul><ul><li>Visibility and transparency across departments </li></ul></ul>
  27. 27. Compli Sales Team – Cultural Shift <ul><li>Adoption Strategies </li></ul><ul><ul><li>Some aspect of every employee’s job is improved by salesforce </li></ul></ul><ul><ul><li>Sales Contests, spiffs, promotions are documented in SF. </li></ul></ul><ul><ul><li>Prospect Proposals are generated using SF Mail Merge. </li></ul></ul><ul><ul><li>Twice-weekly sales meetings and once weekly Management meetings are run from Dashboards. </li></ul></ul><ul><li>Sales Team Culture </li></ul><ul><ul><li>Training and Orientation </li></ul></ul><ul><ul><ul><li>Onboarding training </li></ul></ul></ul><ul><ul><ul><li>Ongoing training </li></ul></ul></ul><ul><ul><ul><li>Miller Heiman </li></ul></ul></ul><ul><ul><li>Sales Meetings </li></ul></ul><ul><ul><ul><li>Conducted from salesforce </li></ul></ul></ul><ul><ul><li>Performance Evaluations </li></ul></ul><ul><ul><ul><li>Based upon goals documented and measured by salesforce </li></ul></ul></ul>
  28. 28. Compli Sales Team – Cultural Shift <ul><li>Sales Team Culture </li></ul><ul><ul><li>Training and Orientation </li></ul></ul><ul><ul><ul><li>Onboarding training </li></ul></ul></ul><ul><ul><ul><li>Ongoing training </li></ul></ul></ul><ul><ul><ul><li>Miller Heiman </li></ul></ul></ul><ul><ul><li>Sales Meetings </li></ul></ul><ul><ul><ul><li>Conducted from salesforce </li></ul></ul></ul><ul><ul><li>Performance Evaluations </li></ul></ul><ul><ul><ul><li>Based upon goals documented and measured by salesforce </li></ul></ul></ul><ul><li>Adoption Strategies </li></ul><ul><ul><li>Some aspect of every employee’s job is improved by salesforce </li></ul></ul><ul><ul><li>Sales Contests, spiffs, promotions are documented in salesforce </li></ul></ul><ul><ul><li>Prospect Proposals are generated using salesforce’s Mail Merge. </li></ul></ul><ul><ul><li>Twice-weekly sales meetings and once weekly Management meetings are run from Dashboards. </li></ul></ul>
  29. 29. Salesforce.com: A One Stop Shop <ul><li>Aligned Salesforce and Miller Heiman </li></ul><ul><li>Every employee has access </li></ul><ul><ul><li>Sales </li></ul></ul><ul><ul><li>Marketing </li></ul></ul><ul><ul><li>Product Management </li></ul></ul><ul><ul><li>Account Management </li></ul></ul><ul><ul><li>Development </li></ul></ul><ul><ul><li>Support/Services </li></ul></ul><ul><ul><li>Accounting </li></ul></ul><ul><ul><li>Executives </li></ul></ul>
  30. 30. Salesforce.com: A One Stop Shop <ul><li>Aligned Salesforce and Miller Heiman </li></ul><ul><li>Every employee has access </li></ul><ul><ul><li>Sales </li></ul></ul><ul><ul><li>Marketing </li></ul></ul><ul><ul><li>Product Management </li></ul></ul><ul><ul><li>Account Management </li></ul></ul><ul><ul><li>Development </li></ul></ul><ul><ul><li>Support/Services </li></ul></ul><ul><ul><li>Executives </li></ul></ul><ul><ul><li>Accounting </li></ul></ul>
  31. 31. Results <ul><li>18 month - Results </li></ul><ul><ul><ul><li>300 new Clients </li></ul></ul></ul><ul><ul><ul><li>20 States </li></ul></ul></ul><ul><ul><ul><li>35,000 Users </li></ul></ul></ul><ul><ul><li>100% renewals (annual subscription sales model) </li></ul></ul><ul><ul><li>Transparency between departments </li></ul></ul><ul><ul><li>Clear executive reporting </li></ul></ul>
  32. 32. Ethan Alexander Director Business Development – Appexchange Mobile [email_address]
  33. 33. AppExchange Mobile Demonstration <ul><li>Enable User Adoption from anywhere - extend salesforce to mobile devices (BlackBerry, Palm and select windows mobile devices) </li></ul><ul><li>Choose and customize which tabs, objects, and AppExchange Applications to push to the field </li></ul><ul><li>Popular Customer Comments: </li></ul><ul><li>Its an online and offline solution </li></ul><ul><li>Log calls, emails, meeting notes instantly </li></ul><ul><li>Check case status and activity history </li></ul><ul><li>Assign tasks and schedule meetings </li></ul><ul><li>View and respond to leads when they arrive </li></ul><ul><li>Update / create / view opportunities...more! </li></ul>
  34. 34. Ways to Encourage Adoption <ul><li>Wall of Fame </li></ul><ul><li>Wall of Shame (place it on the Home Tab) </li></ul><ul><li>Run sales meetings directly out of salesforce.com </li></ul><ul><ul><li>- Reports / Dashboards / Forecast Tab </li></ul></ul><ul><li>Tie commission/pay checks to information in salesforce.com </li></ul><ul><li>- “If it’s not in salesforce.com, it doesn’t exist!!” </li></ul><ul><li>Adoption Dashboards – free off the Appexchange </li></ul><ul><li>Sales Dashboards – free off the Appexchange </li></ul><ul><li>Offer training sessions – brown bags / newsletters / tip of the week </li></ul><ul><li>Remember: Sales Reps work for you!! </li></ul>
  35. 35. Andy Scollan Customer Success Manager Stephanie Richman Director of Sales Operations Steve Bryan SVP Sales & Marketing QUESTION & ANSWER SESSION Ethan Alexander AppExchange Mobile
  36. 36. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) on the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 108, #### For example, “ Session 123, 5555 ” Session ID: 108 Session ID # Scores for 4 categories SMS Voting powered by: