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From Good to Great:
Sales Cloud Best Practices
SeanAlpert
Director, Product Marketing
salpert@salesforce.com
Safe Harbor
Safe harbor statement under the Private Securities Litigation ReformAct of 1995:
This presentation may contain...
Benefits of Multi-Tenant Cloud Computing:
Enterprise
Cloud Computing
Fast Easy Open Flexible Trusted
No Hardware
No Softwa...
Grow Your Business Along Every Major Metric
Average Percentage Improvements Reported by Customers
Source: Salesforce.com C...
We’re long-time Sales Cloud users, and we’re happy with our
results. But we want to do even better – what’s next?
What are...
“How Can I Get These Results?”
4 Steps to Superior Success
Deploy Basic CRM
• Define common entities
• Import clean data
• Think mobile first
• Create ce...
Define Common Entities to Create Alignment
Lead
Contact
Account
Opportunity
Tasks
Activities
One View of the CustomerBasic...
Import Clean Data from the Very Beginning
Databases
Documents
Business
Cards
Very Clean
Spreadsheet or
Data Table
cause of...
Create Center of Excellence to Adapt to Change
Get executive buy-in early
Meet with key stakeholders on a regular basis
Mo...
Implement Your Unique App
Custom Objects/Fields
Products
Competition
Risk Assessments
“Out of Date”
Client Plan
Custom App...
Enable Your Reps to Sell as a Team
Top Ten Ways to Use Chatter
1. Connect with product experts
2. Create competitive war r...
Enrich Lead Information with Data.com
Keep Reps Focused on Selling, Not Searching
Automatically clean accounts and contact...
Manage Basic Forecasting
“If it’s not in Salesforce, it doesn’t exist”
Update your forecasts on time
Keep opportunities up...
Set up Core Dashboards and Reports
5 Tips for Dashboards
1. Follow gauges for top 3 metrics
2. Chatter charts to drive
dis...
Integrate all your Sales Functions with AppExchange Apps
2,200+ cloud & mobile apps
Solutions for every business requireme...
Coach Your Sales Reps to Success with Work.com
Use metrics for coaching sessions
Track shared goals
Give recognition and r...
Arm Your Salespeople with Your Company’s Unique Data
Unlock value of your current investments
Use ERP data where people wo...
Roll Out Sales Cloud to Additional Sales Roles
Inside Sales
Sales
Engineers
Sales
Operations
Legal /
Contracts
Empower Marketing to Improve Your Sales Pipeline
Create landing pages and targeted emails
Identify the best leads faster w...
Integrate Service to Get a 360 View of Your Customer
Maintain better customer
relationships through great service
Empower ...
Create a Holistic Experience for Your Salespeople
CRM is not just a reporting tool
Customer Orders Digital Sales Aid Sales...
Connect Your Customers with Your Products and Services
4 Steps to Superior Success
Deploy Basic CRM
• Define common entities
• Import clean data
• Think mobile first
• Create ce...
Sales Cloud: Best Practices and New Features
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Sales Cloud: Best Practices and New Features

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How do you go from crawl, to walk, to run with the world's #1 sales application? Come hear from customers and the Salesforce team as they share best practices for rolling out the Sales Cloud. You'll also get a sneak peek at the product roadmap for what amazing innovations are coming in the future.

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Sales Cloud: Best Practices and New Features

  1. 1. From Good to Great: Sales Cloud Best Practices SeanAlpert Director, Product Marketing salpert@salesforce.com
  2. 2. Safe Harbor Safe harbor statement under the Private Securities Litigation ReformAct 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.
  3. 3. Benefits of Multi-Tenant Cloud Computing: Enterprise Cloud Computing Fast Easy Open Flexible Trusted No Hardware No Software Automatic Upgrades Subscription Model Any Device Data Portability Transparency Real-time Status App Marketplace Extensible
  4. 4. Grow Your Business Along Every Major Metric Average Percentage Improvements Reported by Customers Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary. Lead Conversion +38% Sales Productivity +36% Forecast Accuracy +45% Win Rate +26% +28% Sales
  5. 5. We’re long-time Sales Cloud users, and we’re happy with our results. But we want to do even better – what’s next? What are other companies in my industry doing to optimise their processes and maximise adoption? What are the best practices for metrics, dashboards, and reports? How do we get started?
  6. 6. “How Can I Get These Results?”
  7. 7. 4 Steps to Superior Success Deploy Basic CRM • Define common entities • Import clean data • Think mobile first • Create center of excellence • Customise your org • Connect your reps • Enrich lead data • Manage basic forecasts • Integrate all sales functions • Coach your reps • Integrate backend apps • Add other sales roles • Add marketing automation • Integrate customer service • Create holistic sales experiences • Connect your products and services Implement Best Practices Optimise Processes Lead the Transformation
  8. 8. Define Common Entities to Create Alignment Lead Contact Account Opportunity Tasks Activities One View of the CustomerBasic Objects Account Team Contact Info Company Info Address Discovery Questions Activity History Campaign History Partner Info Documents Products
  9. 9. Import Clean Data from the Very Beginning Databases Documents Business Cards Very Clean Spreadsheet or Data Table cause of CRM failure is bad data Lost revenue due to bad data (Source: Gartner, CFO Advisory: Data Quality Overview, 7.29.2011)
  10. 10. Create Center of Excellence to Adapt to Change Get executive buy-in early Meet with key stakeholders on a regular basis Monitor sales team’s use and adjust for new business opportunities Success doesn’t happen automatically after launch! Sales Marketing Finance IT
  11. 11. Implement Your Unique App Custom Objects/Fields Products Competition Risk Assessments “Out of Date” Client Plan Custom Apps Contracts Agreements Invoices Orders Lead Collection
  12. 12. Enable Your Reps to Sell as a Team Top Ten Ways to Use Chatter 1. Connect with product experts 2. Create competitive war rooms 3. Easily share large files 4. Collaborate with remote employees 5. Prepare for sales presentations 6. Manage team projects 7. Discuss confidential topics 8. Get answers 9. Share important info with coworkers 10. Solve customer issues
  13. 13. Enrich Lead Information with Data.com Keep Reps Focused on Selling, Not Searching Automatically clean accounts and contacts Enrich accounts with D&B profiles Cross-sell & up-sell with account linkages and hierarchies Get real-time updates and alerts Jason Abrams Office Manager United Partners| Chicago IL 6/1/2013 Isthiscontact already in Salesforce? 1recordsissimilar to the contact youhave entered. Not aDuplicate Complete your contact! 3 contactsfromdata.comare similar to your entry. Let usfill inthe detailsfor you! data.com Jacob Abrams Lead Usability Analyst United Partners| Chicago IL Active - 12/31/12 Add JamesAbrams Sr. Database Architect United Partners| Chicago IL Active - 8/8/13 Add Jason Abrams Chicago Office Manager United Partners| Chicago IL Active - 9/31/12 Add Cancel
  14. 14. Manage Basic Forecasting “If it’s not in Salesforce, it doesn’t exist” Update your forecasts on time Keep opportunities up-to-date Make adjustments in the app Top Forecasting Tips
  15. 15. Set up Core Dashboards and Reports 5 Tips for Dashboards 1. Follow gauges for top 3 metrics 2. Chatter charts to drive discussion 3. Track opportunity funnel 4. Use sales leaderboards 5. Track activity and inactivity
  16. 16. Integrate all your Sales Functions with AppExchange Apps 2,200+ cloud & mobile apps Solutions for every business requirement Fast and simple access Transform Your Business with Powerful Apps Contracts ∙ Incentive Compensation ∙ Quotes ∙ Orders ∙ Territory Management ∙ Partner Management ∙ Sales Intelligence ∙ Electronic Signature ∙ Sales Performance
  17. 17. Coach Your Sales Reps to Success with Work.com Use metrics for coaching sessions Track shared goals Give recognition and real rewards Make all of Your Reps “A” Players
  18. 18. Arm Your Salespeople with Your Company’s Unique Data Unlock value of your current investments Use ERP data where people work: Sales Cloud Automate sales processes and workflows Extend your sales process to meet your needs ERP Any System Integrate Your Backend Sales Systems
  19. 19. Roll Out Sales Cloud to Additional Sales Roles Inside Sales Sales Engineers Sales Operations Legal / Contracts
  20. 20. Empower Marketing to Improve Your Sales Pipeline Create landing pages and targeted emails Identify the best leads faster with lead scoring Accurately attribute each lead to campaigns Drive more qualified leads with segmenting and personalised content Create a Better Pipeline of Quality Leads
  21. 21. Integrate Service to Get a 360 View of Your Customer Maintain better customer relationships through great service Empower customers to help themselves Know about critical cases before entering a customer meeting Enable easier maintenance and renewals Create satisfied, loyal customers
  22. 22. Create a Holistic Experience for Your Salespeople CRM is not just a reporting tool Customer Orders Digital Sales Aid Sales Resource Center
  23. 23. Connect Your Customers with Your Products and Services
  24. 24. 4 Steps to Superior Success Deploy Basic CRM • Define common entities • Import clean data • Think mobile first • Create center of excellence • Customise your org • Connect your reps • Enrich lead data • Manage basic forecasts • Integrate all sales functions • Coach your reps • Integrate backend apps • Add other sales roles • Add marketing automation • Integrate customer service • Create holistic sales experiences • Connect your products and services Implement Best Practices Optimise Processes Lead the Transformation

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