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Manage What You Measure Lessons from Dashboard Pros Manage What You Measure Lessons from Dashboard Pros Presentation Transcript

  • Manage What You Measure: Lessons from Dashboard Pros Chris Hoffmann , Triple Tree Lynne Zaledonis, salesforce.com Todd Janzen, salesforce.com Scott Jorgensen, salesforce.com Advanced PE System Administrators
  • Safe Harbor Statement
    • “ 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.
    • 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.
    • 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 .
    • 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.
  • Look Familiar?
  • Agenda
    • Why and when you want a dashboard 
    • 5 steps to dashboard success
    • Case study: Motivating Reps (Triple Tree)
    • Tips and tricks for success
    • Takeaways
    • Q & A
  • Why and When You Want a Dashboard
    • Drive specific behavior
    • Provide a tool to manage a process
    • Communicate what needs to be tuned/fixed/broken
    • Celebrate achievements
    • Drive executive support for salesforce.com
    Note TDWI recently summarized in their recent dashboard and scorecard survey , they help organizations communicate strategy, monitor and adjust the execution of strategy, and deliver insights to all. Judith Hurwitz also did a survey on marketing dashboards that not surprisingly rated improved decision making as the number one ben efit
  • 5 Steps to Dashboard Success 2 Define Goals & Key Metrics 4 3 “ Socialize-it” Build & Refine 5 Maintain & Keep it Fresh 1 Identify Project
  • 5 Steps to Dashboard Success: Step 1
    • Identify Project
    • What is management trying to accomplish?
    • Types of Projects:
      • Short-lived (Finite End Date)
      • Long Term (Continuous Process with possible small milestones)
    • Examples of Projects:
      • Penetrating new markets
      • New product release
      • Marketing initiative
      • Improving customer support
      • Data quality
  • 5 Steps to Dashboard Success: Step 2
    • Measure & Define Goals
    • What do you want to measure?
      • Figure out signs of success
      • Indicators of potential failure
      • How will you know when the goal is reached?
    • How do you visualize the project?
    • What processes need to be put in place?
    Note A great idea is to get the stakeholders in a room and outline your goals on a whiteboard
  • 5 Steps to Dashboard Success: Step 3
    • “ Socialize-it”
    • Get buy-in from management and team
    • Go back to the drawing board if you hit any snags
    Note Shop idea around formally and informally to managers and any key players who might have missed the meeting. Stop people at the water cooler or grab lunch to discuss the initiative to make sure you get the buy-in from everyone.
  • 5 Steps to Dashboard Success: Step 4
    • Build & Refine
    • Create reports that represent your goals
    • Create folder to contain all of your reports for this dashboard
    • Create new dashboard with new project reports
    • Preview and adjust reports and dashboard layout
    Note Browse for success first…www.appexchange Ex: Original dashboard displayed full names of reps which crowded the graph, making it hard to read. Refine dashboard to show aliases for a more legible graph. Also, make sure data is available
  • 5 Steps to Dashboard Success: Step 5
    • Maintain & Keep it Fresh
    • Report Maintenance
      • As data grows, make sure dashboard and reports still make sense.
    • Continue to manage to your dashboard
      • Bring up in team meetings, quarterly reviews etc.
      • Reward and recognize milestones from dashboard
    Note If no one has refreshed a dashboard in 90 days, get rid of it! Keep checking your dashboards for usability. Ex: If the sales team grows from 10 to 40, adjust the dashboard to only capture the top 10 reps.
  • Chris Hoffmann Senior Principal & Research Director [email_address]
  • TripleTree -- Introduction INDUSTRY: Investment Banking EMPLOYEES: 25 GEOGRAPHY: North America PRODUCT(S) USED: SFA, Campaigns, (2) Custom Tabs # USERS: 25 Merger and Acquisition Capital Formation Recapitalizations Strategic Advisory PERSONAL: 18 yr tech veteran; IBM, GE Capital, Gartner, two startups, long time SFDC admin.
  • TripleTree – Key Challenges
    • Technology Challenge
      • Disparate systems
      • Remote support issues
    • Business Process and IT disconnect
    • Redundant work product
    • Inefficient sales and marketing collaboration
    • Management disconnected from data
    • Business Challenge
      • Disparate processes
      • No common “language”
      • Poor visibility into key metrics
  • TripleTree – Solution Approach
    • How did we address the challenges?
      • Process Flow Diagram
        • Sales / Campaigns
        • Fulfillment
        • Research
      • Map links to other systems
        • Some still manual, but process is streamlined
          • Capital IQ
          • RSS Feeds
      • Custom Tabs – Recognized the need early
        • “ Programs”
        • “ ValueTracker”
    • Professional Edition
    • 3 user trial for 2 weeks
    • 25 user roll out
    • AppExchange tool required
    • Outside partner on Campaigns
    • 84% Usage Productivity
    • Efficiency – Research and Fulfillment
    • Effectiveness – Sales Operations
    DEPLOYMENT DETAILS
  • TripleTree – Sales Process Prospects
  • Solution Summary: Sales Operations
    • Department: Sales Operations
    • # Users: 5
    • Key Requirements
      • Drive and manage inbound deal flow
      • Primary Tabs: Campaigns & Opportunities
    • Key Benefits
      • Build leads through Campaigns
      • Notable Metric:
        • New $1M deal
  • TripleTree – Research Process SOFTWARE AS A SERVICE UPDATE Q3:2006
  • Solution Summary: Research Operations
    • # Users: 5
    • Key Requirements
      • Company database
        • News, M&A, Capital
      • Primary Tab: Accounts
    • Key Benefits
      • Better productivity
      • Communication clarity
      • Notable Metric:
        • Collaboration improvements n
  • TripleTree – Fulfillment Process
  • Solution Summary – Fulfillment Operations
  • TripleTree – Results
    • Team Connectivity Issues - Eliminated
    • Team collaboration – On Sales, Fulfillment and Research
    • Revenue Visibility for Partners – via Dashboards
    • Campaign Accuracy – A coordinated process leveraging an external partner on targeted market sectors
    • All monitored via Dashboards!!
    • More Productive research and fulfillment team
    • Better Informed Senior Leadership
    • New Key Activity : Driving Meetings with Salesforce.com
  • Summary
    • Map your processes
    • Design training to be “Sesame Street Simple” to drive adoption
    • Drive meetings with Salesforce.com
    • Be ready early-on to make modifications to fit processes and tasks missed during planning.
  • Tips and Tricks for Success
    • Setup Tips
    • Make the dashboard component readable
    • Use titles and footers
    • Organize columns by content
    • Report should be readable upon drill down
    • Use role definitions instead of user names
  • Tips and Tricks for Success
    • Setup Tips
    • Use the proper type of report for the dashboard
      • Table, Metric or Gauge = Summary Report
      • Chart with one grouping = Summary Report
      • Chart with Grouped or Stacked output = Matrix
    • Use the proper type of dashboard component for the metric
      • Chart
      • Table
      • Metric
      • Gauge
    Note Tabular Reports cannot be displayed on the dashboard
  • Tips and Tricks for Success: Charts
    • Charts
      • Useful for showing any comparative data
      • Bar charts, stacked bar charts, pie charts, lines
    • Examples
      • Sales rep pipeline comparison
      • Period comparison of sales numbers/cases/activities
      • Daily historical sales comparison
      • Case creation over past months
  • Tips and Tricks for Success: Table
    • Table
      • Useful for showing top or bottom performers
      • Use color coding to determine problem areas at a glance
    • Examples
      • Sales rep leaderboards
      • Dashboards of ‘shame’
      • High priority deals that need executive attention
    • Metric
      • Useful for stacking disparate metrics together in one view
      • Great to tack on to another dashboard panel to display a completely different number
    • Examples
      • Show number of cases open, number of opportunities open, number of anything
      • Show total committed sales number over the QTD number
    Tips and Tricks for Success: Metric Note
      • Don’t use header/footer when you want the ‘stacked’ look. Also, re-purpose reports for dashboards, 1 report saved 20 different ways
  • Tips and Tricks for Success: Gauge
    • Gauge
      • Useful for analyzing performance for a specific time period (actual vs. target this month)
    • Examples
      • Number of closed sales vs. the targeted close number
      • Number of campaign responses for an event
  • Tips and Tricks for Success
    • Maintenance Tips
    • For best performance use the equals operator
      • If that doesn't work then use greater than / less than.
      • "contains" casts the widest net, but is the least efficient.
    • Rolling calendar
      • TODAY, TOMORROW,
      • YESTERDAY,
      • THIS WEEK, NEXT WEEK,
      • LAST WEEK, THIS YEAR,
      • NEXT YEAR, LAST YEAR,
      • NEXT <number> DAYS, and
      • LAST <number> DAYS.
    Note Dates on report should be rolling like next 90 days, THIS MONTH, etc. This ensures the report is always fresh.
  • Tips and Tricks for Success
    • Maintenance Tips
    • For best performance filter by Alias, not Name
      • A name search queries two fields whereas alias only searches one.
    • Create better groupings (aka bands, segments) using custom formula fields
        • IF({!Employees} = 0, &quot;&quot;,
        • IF({!Employees} <50, &quot;Tier 1&quot;,
        •     IF({!Employees} <= 200, &quot;Tier 2&quot;,
        •      IF({!Employees} <=500, &quot;Tier 3&quot;,
        •        IF( {!Employees} <= 1,000, &quot;Tier 4&quot;, &quot;Tier 5&quot;)))))
  • Tips and Tricks for Success
    • Strategy
      • Roll out timing based on another activity. 
      • Leverage the momentum of another milestone in this business process.
    • Did you know?
      • Image Fields work on Reports.
      • How to email it
      • Pre-built Dashboards on the AppExchange
      • S-Controls can be used in a dashboards (Winter 07)
  • Tips and Tricks for Success
  • Chris Hoffmann Sr. Principal and Research Director Scott Jorgensen Sales Engineer Manager Lynne Zaledonis Sales Engineer QUESTION & ANSWER SESSION Todd Janzen Sales Engineer
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