S O P007 Rosenbaum 091807


Published on

Full session information and video available on successforce.com.

Published in: Business, Technology
  • Be the first to comment

  • Be the first to like this

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide
  • Thank you Stef for that warm introduction. It’s really great to be here and be able to share with you how we use the application from the view of a customer success manager I’ve been a CSM for 3 years now and although the role has changed a little bit the premise is still the same to be a customer advocate. For those of you who don’t know what a customer success manager is; the primary role is to provide best practices and recommendations to our customers and act pretty much like a CRM coach to them. by udnerstanding their business goals and objectives for using salesforce.com we can provide suggestions and recommendations to help them meet those goals..
  • S O P007 Rosenbaum 091807

    1. 1. Mike Rosenbaum – Business Operations Amit Saxena – Business Operations Mike Fullmore – Business Operations Paul Hoade – Field Operations Michelle Mere – Customer Success Manager Jonathan Sol – Customer Success Manager Best Practices for Salesforce Administration
    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 including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve 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. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, 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 service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, 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. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . 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>Background on our org </li></ul><ul><li>Best practices </li></ul><ul><li>Examples: </li></ul><ul><ul><li>Account Industry </li></ul></ul><ul><ul><li>Salesforce Content </li></ul></ul><ul><ul><li>Customer Success Plans </li></ul></ul>
    4. 4. The Salesforce.com Org <ul><li>“The App” </li></ul><ul><li>“The 62 Org” </li></ul><ul><li>00D000000000062 </li></ul><ul><li>Our default answer for organizing information at salesforce.com </li></ul>
    5. 5. What We Do With salesforce.com <ul><li>2500 Employees </li></ul><ul><li>2500 Experts on salesforce.com </li></ul><ul><li>1.5M Contacts </li></ul><ul><li>1.4M Leads </li></ul><ul><li>1.4M Cases </li></ul><ul><li>400K Accounts </li></ul><ul><li>100K Reports (all run this year) </li></ul><ul><li>181 Custom Objects </li></ul><ul><li>109 Custom Tabs </li></ul><ul><li>26 Custom Applications </li></ul>Marketing Automation Order / Billing Management Time Off Requests Event Management Document Management Partner Relationship Management Customer Support Product Development (Scrum) Sales Force Automation IP Management Volunteering Fulfillment Customer Sat. Recruiting Demoforce Customer Success Plans
    6. 6. Challenges <ul><li>Keeping up with demand </li></ul><ul><ul><li>There is a lot you can do with the platform </li></ul></ul><ul><li>Keeping up with the platform </li></ul><ul><ul><li>Platform evolution forces evaluation of processes in light of new functionality </li></ul></ul><ul><li>You can no longer say “that can’t be done” </li></ul>
    7. 7. Best Practices <ul><li>Embrace the potential </li></ul><ul><ul><li>Constant process improvement </li></ul></ul><ul><ul><li>Continuous change cycles </li></ul></ul><ul><ul><li>Many small steps rather than large implementations </li></ul></ul><ul><ul><li>Delegated admin where possible </li></ul></ul><ul><li>Cross functional team to review proposals and guide design </li></ul>
    8. 8. Example – Industry Mapping <ul><li>Challenge: </li></ul><ul><ul><li>How to classify Accounts by a custom definition of Industry? </li></ul></ul><ul><li>Solution: </li></ul><ul><ul><li>Define a mapping table of SIC to Industry </li></ul></ul><ul><ul><li>Define an Apex trigger to automatically update Accounts based on SIC </li></ul></ul>
    9. 9. Example – Sales Collateral <ul><li>Challenge: </li></ul><ul><ul><li>How to help overloaded reps find the right sales materials from a huge set of content? </li></ul></ul><ul><li>Solution: </li></ul><ul><ul><li>Implement our new content management product, which is more intuitive for reps </li></ul></ul><ul><ul><li>Customize fields to simplify finding documents and facilitate periodic marketing reviews </li></ul></ul>
    10. 10. Jonathan Sol – Customer Success Manager The Customer Success Plan Application Salesforce.com
    11. 11. Customer Success Plan <ul><li>The salesforce.com methodology for tracking the goals and objectives for a customer </li></ul><ul><li>Challenges: </li></ul><ul><ul><li>How to ensure well documented CSP’s for all key Accounts </li></ul></ul><ul><ul><li>How to ensure CSP’s are finished in a timely manner </li></ul></ul><ul><ul><li>How to support analysis of CSP’s across Salesforce.com </li></ul></ul><ul><ul><li>How to do anything using Word documents </li></ul></ul>
    12. 12. Key Challenges, Cont. <ul><li>Summary of Challenges </li></ul><ul><ul><li>Word document was lengthy and cumbersome </li></ul></ul><ul><ul><li>Information wasn’t immediately available </li></ul></ul><ul><ul><li>Inconsistent use of methodology </li></ul></ul><ul><ul><li>Information wasn’t easily shared </li></ul></ul><ul><ul><li>Nothing was actionable </li></ul></ul>
    13. 13. The Solution – Use the App <ul><li>Build Customer Success Plans in Salesforce with custom objects </li></ul><ul><ul><ul><li>Goals </li></ul></ul></ul><ul><ul><ul><li>Recommendations </li></ul></ul></ul><ul><ul><ul><li>User Groupings </li></ul></ul></ul><ul><ul><ul><li>Success Team </li></ul></ul></ul><ul><li>Put a team in place to design/configure and train </li></ul><ul><li>Data Quality and Usage </li></ul><ul><li>Formula fields </li></ul><ul><li>Workflow Rules </li></ul><ul><li>Dashboards </li></ul>
    14. 14. Results <ul><li>What were the results? </li></ul><ul><ul><li>Clear measurement of what constitutes a complete Customer Success Plan </li></ul></ul><ul><ul><li>Management Visibility </li></ul></ul><ul><ul><li>Accuracy </li></ul></ul><ul><ul><li>Number of success plans has increased </li></ul></ul><ul><ul><li>Sharing of information between peers </li></ul></ul>
    15. 15. Customer Success Plan Demo
    16. 16. Panel Discussion <ul><li>Questions and Answers </li></ul>
    17. 17. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) in 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>We strive to improve, t hank you for filling out our survey. <ul><li>Additionally, please score each individual speaker on: </li></ul><ul><ul><li>Overall delivery of session </li></ul></ul>
    18. 18. 62 org Change Control Mandatory Optional Leverage AppExchange CAB Request Tracking Approval Management Request Prioritization Communication Release Management Change Management
    19. 19. Change Control Category <ul><li>Category 1 (Ad-hoc) </li></ul><ul><ul><li>Picklist changes, add checkboxes, custom links to reports, profile changes, access to objects, page layouts, custom formula, custom fields, related lists, mass-updates, PRM minor configuration, Validation rules, Workflow rules </li></ul></ul><ul><li>Category 2 (Monthly Release) </li></ul><ul><ul><li>Custom objects (applications), AppExchange applications, S-control, Apex code, custom integration, PRM major configuration, Data Sharing rules additions/changes, Record Types (new process), Assignment rules, Approval Workflow, Customer Portal </li></ul></ul>
    20. 20. AppExchange Application on 62 Org <ul><li>Access Hoovers </li></ul><ul><li>DreamFactory (DreamTeam, Carousel) </li></ul><ul><li>Jigsaw </li></ul><ul><li>Stratascope </li></ul><ul><li>QuickArrows </li></ul><ul><li>Comergent </li></ul><ul><li>ClickTools </li></ul><ul><li>BlueWolf </li></ul>