The Blowfish Effect

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  • 1. The Blowfish Effect Erik Yewell, salesforce.com Tom O’Keefe, EthicsPoint Justin Sparr, Aerospace Composite Products Track: Professional Edition Advanced Admins
  • 2. 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.
  • 3. Erik Yewell Principal Sales Engineer [email_address]
  • 4. Agenda
    • Introduction to the Session
    • Two Customer Success Stories
    • Q&A
    • Appendix: Additional Ideas
  • 5. Introduction: Drivers and Objectives for this Session
    • The Drivers
    • Customers gravitate towards businesses they find credible
    • This impression is based on:
      • … visits to your Web site
      • … emails received
      • … and the customer support experience
    • Objective
    • Learn how you can use Salesforce to give your customers an experience that is usually only possible from an organization with a lot of resources
    • We'll go beyond brochureware and show you tangible examples of features you can implement to achieve “The Blowfish Effect"
  • 6. Introduction: The “Who” and “How” of the Session
    • Target the Advanced Administrators of Professional Edition
      • Cover the basics and leave you with some “extra credit ideas” as inspiration = value for everyone!
    • Present Features to Match Business Objectives
      • Successful customers will highlight common business objectives and present high value Professional Edition features to help accomplish those objectives
  • 7. Tom O’Keefe Vice President of Sales [email_address]
  • 8. Honor the rule of “ st ”
  • 9.
  • 10. EthicsPoint, Inc.
    • Leading provider of Governance, Risk, and Compliance services and software
    • Founded in 1999 in Portland, Oregon
    • Hosted application delivered online
    • Services targeted at Compliance Offices and General Councils at public companies, select strategic private companies, and major universities.
    • Complex sales process addressing the regulatory demands created by Sarbanes Oxley and the Federal Sentencing Guidelines
    INDUSTRY: Consulting EMPLOYEES: 72 GEOGRAPHY: Global PRODUCT(S) USED: “ Enterprise” user, 3 downloaded AppExchange applications # USERS: 32
  • 11. Case Study – Key Challenges
    • Business Challenge
      • Limited Enterprise Credibility
      • Short business history
      • Nominal lead generation and tracking
      • No sales process or pipeline understanding
      • Inability to accurately access markets and product acceptance
    • Technology Challenge
      • Integrate Web site to CRM with message management
      • Leverage the CRM across the enterprise in a scalable fashion with discrete user skill sets to improve our process and reputation
    • Poor Business planning
    • Stalled revenue growth
    • Inefficiency
    • Limited client understanding
  • 12. Case Study – The Solution
    • How did we address the challenges?
      • Process was developed at all levels with credibility building as the top priority
      • Implemented sales model with clear messaging and document management
      • Automated lead generation integration to website with routing and acknowledgement
      • Centralized forecasting
      • Implemented email campaigns with integration with email partner
      • Added custom objects to address contracts approval process, client implementation, partner management, client renewal process
    • Professional Edition
    • 30 Users
    • Integration with Accounting, legal, CPE, and Sales
    • All areas of the business touch the CRM
    • Ongoing use of applets for improved change management and quality assurance.
    DEPLOYMENT DETAILS
  • 13. Case Study – Results
    • What were the results?
      • Broad Market adoption and name recognition
      • Improved Sales compression at all stages of the pipeline
      • Increased visibility of sales staging and product adoption
      • Clear forecasting and measurement for the board and senior team
      • 45% average sales increase per rep, with improved training and reduced turnover
      • 176% increase in dollar volume year over year
  • 14. Justin Sparr Vice President [email_address]
  • 15. Company Introduction Template
    • Founded in 1984
    • Leading manufacturer of specialty carbon fiber panels for medical and aerospace applications
    • 8 employees
    • Recently moved to large manufacturing facility with upgraded equipment
    INDUSTRY: Manufacturing EMPLOYEES: 8 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support # USERS: 5
  • 16. Key Challenges
    • Business Challenge
      • Lack of automation
      • Low lead generation & slow follow up
      • Excessive phone calls – no customer self service
      • Poor revenue growth
    • Technology Challenge
      • No automated lead capture and response
      • Legacy architecture
    • High Costs
    • Reduced revenue
    • Inefficiency
    • Poor customer service
  • 17. The Solution
    • How are we addressing these challenges?
      • Email Templates
      • Multiple Web-to-Lead Capture Forms & Lead Assignment
      • Automated Email Responses
      • Customer Self-service Portal
  • 18. Email Templates
    • Key Idea: Leverage email templates to deliver consistent messaging and drive company branding
    • Implementation Requirements
      • Company logo and footer
      • Key messages for each department or role
      • Keep it simple!
    • Key Benefits
      • Company branding
      • Consistent messaging
      • Improved communication efficiency
  • 19. Email Templates
  • 20. Web to Lead
    • Key Idea: Capturing leads directly from your web site improves response time and identifies key prospects
    • Implementation Requirements
      • Company web site
      • Multiple lead capture forms
      • Creativity re: where you put your forms
    • Key Benefits
      • Eliminate “double data entry”
      • Capture leads from many different places on your site
      • Make your web site a lead-generating machine!
  • 21. Multiple Web to Lead Forms
  • 22. Lead Assignment & Auto-response emails
    • Key Idea: Respond to key prospects rapidly and efficiently
    • Implementation Requirements
      • Web-to-Lead capture forms
      • Email Templates
      • Lead Assignment Rules
    • Key Benefits
      • Route leads directly to the correct rep
      • Prospects get instant, tailored information
      • Your company looks “customer focused” right from the start!
  • 23. Lead Assignment Rules & Auto-response Emails
  • 24. Customer Self-service Portal
    • Key Idea: Give your customers a portal to deliver first-class service
    • Implementation Requirements
      • Company web site
      • Cases and assignment rules
      • Auto-response email templates
    • Key Benefits
      • Minimize costly phone calls
      • Respond to customer inquiries immediately – with a personalized message
      • Route cases to the correct internal resource for immediate follow up
  • 25. Customer Self-service Portal
  • 26. Conclusion
    • Make your company look bigger to your customers using:
      • Email Templates
      • Web-to-Lead Capture
      • Assignment Rules & Automated Email Responses
      • Customer Self-service Portal
  • 27. Erik Yewell Principal Sales Engineer [email_address]
  • 28. Ideas for PE Admins from AppExchange
    • What can take your online presence to the next level…
      • … with the biggest bang for your buck?
    • Integrate with Google Search Marketing
      • Salesforce for Google Adwords
    • Integrate with Quickbooks/Yahoo! Merchant Solutions eCommerce
      • AccountDynamix by salescentrix
  • 29. Ideas from AppExchange salesforce for Google Adwords
    • Integrate management of your Search Marketing
      • Salesforce for Google Adwords
        • Does not require “Campaigns” add-on for PE
        • Free Trial
        • Special dedicated Dreamforce session this week:
            • Getting the most hits: Search Engine Marketing
            • Best Practices
            • Tuesday, 10/10, 3:45 PM
    Ensure your marketing dollars are being spent wisely: generating LEADS, not just clicks!
  • 30.
    • Tie into your Yahoo! Merchant Solutions eCommerce site and/or Quickbooks
      • AccountDynamix by salescentrix
      • Special dedicated session:
        • Integrating salesforce and Quickbooks
        • Wednesday, 10/11, 10:15 AM
    Ideas from AppExchange AccountDynamics
  • 31. Winter ’07 features – Blowfish Specific
    • Be more efficient – do more with the same resources
      • Less scrolling: Efficiency improvements: hover over related lists
    • Less clicks: World class access to information via the “console”: make your screen dense with relevant information
      • Faster access to information = more responsive
  • 32. Justin Sparr Vice President, Operations Tom O’Keefe Vice President of Sales Erik Yewell Principal Sales Engineer QUESTION & ANSWER SESSION
  • 33. Session Feedback Let us know how we’re doing!
    • Please score the session from 5 to 1 (5=excellent,1=needs improvement) on the following categories:
      • Overall rating of the session
      • Quality of content
      • Strength of presentation delivery
      • Relevance of the session to your organization
    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 111, #### For example, “ Session 123, 5555 ” Session ID: 111 Session ID # Scores for 4 categories SMS Voting powered by: