Best Practice:Campaign Management forMarketing Professionals
Campaigns Best Practices    Business Driver    Best Practice Overview    Best Practices: Campaign Management          –...
Business Driver  As the leader in on-demand customer relationship   management (CRM), salesforce.com understands the   im...
Best Practice Overview  Campaign Management is a series of marketing tactics   and programs that are all designed to achi...
Campaign Management
Agenda    Campaign Preparation      –   Campaign Goals      –   How to Target Campaigns      –   Determine Campaign Progr...
Campaign PreparationGoal of the campaign: Define your goals and objectives     Increase sales revenue       – Enhance pip...
Campaign Preparation How to target campaigns: Define who you want to target Existing Customers    – Your Marketing and Sa...
Campaign PreparationHow to target campaigns: Information to use when creating targets   Common Criteria      – Geography ...
Campaign Preparation   Determine campaign programs: Decide your channels and process                             Phone/Tel...
Campaign PreparationDefine campaign responses: Prepare what a response means                                              ...
Campaign PreparationDefine campaign access: Who should have access to campaigns?      Determine who should have access to...
Agenda    Campaign Preparation      –   Goal of the Campaigns      –   How to Target Campaigns      –   Determine Campaig...
Campaign ExecutionBuild campaign: Include key fields for tracking                                                  Tips & ...
Campaign ExecutionBuild campaign: Categorizing for campaign measurement   Products and services      – Create a campaign ...
Campaign ExecutionBuild campaign: Set up member response status values
Campaign ExecutionBuild campaign: Set up member response status values                                                 Tip...
Campaign Execution  Build campaign: Understand campaign statistic calculations first!1) Total Leads = SUM of all leads    ...
Campaign Execution  Build campaign: Understand campaign statistic calculations first!1) Total Value Opportunities =       ...
Campaign ExecutionBuild campaign: Understand campaign statistic calculations first!                              The Campa...
Campaign Execution    Build campaign: Consider using Campaign Hierarchies         Campaign hierarchies provide a powerful...
Campaign ExecutionBuild campaign: Consider using Campaign Hierarchies cont.      When using Parent Campaign, you can see ...
Campaign ExecutionBuild campaign: Consider using Campaign Influence!      Because opportunities are usually influenced by...
Campaign ExecutionBuild campaign: Best practices for Campaign Influence    Consider the following rules when setting up a...
Campaign ExecutionCampaign tools: Set up HTML E-mail Templates                                               E-mail Templa...
Campaign ExecutionCampaign tools: Start off with a unique landing page using Web-2-Lead                                   ...
Campaign ExecutionCampaign members: Mass add Campaign Members                        Note: You can use other import source...
Campaign ExecutionMass Email: Consider using email marketing partners                                                Tips ...
Agenda    Campaign Preparation      –   Goal of the Campaigns      –   How to Target Campaigns      –   Determine Campaig...
Campaign Tracking   Campaign responses: How does one respond?                             Phone/TelemarketingSearch Engine...
Individual Campaign Tracking                                                                                              ...
Campaign Tracking                                                                                                     Mass...
Campaign TrackingCampaign measurement: Salesforce campaign reports    Utilize the 8 standard pre-built Campaign Reports  ...
Campaign TrackingCampaign measurement: Salesforce e-mail campaign report with integration
Campaign TrackingCampaign measurement: Measure overall campaign effectiveness                                             ...
Campaign TrackingCampaign measurement: Proven customer success                                Measuring and Improving Busi...
Tools & Resources
Tools & ResourcesConsider using Salesforce for Google AdWords                                                Advertise On...
Tools & ResourcesWhat else is out there that I can use?                                             Tips & Tricks   E-mai...
Tools & ResourcesWhat else is out there that I can use?                                            Recommended            ...
Tools & ResourcesWhat else is out there that I can use?   Marketing Professionals on Community      – http://www.salesfor...
Tools & ResourcesWhat else is out there that I can use?     Campaigns to Cash: Best Practices for Tracking Campaign Effec...
Sales Process Map, Campaign to CustomerTwo tier sales process typically found in high volume B2B sales organizations where...
Sales and Marketing: Tools and TerminologyBelow you’ll find the tools and terminology used in the application and online t...
Sales and Marketing: Tools and TerminologyBelow you’ll find the tools and terminology used in the application and online t...
Sales and Marketing: Tools and TerminologyBelow you’ll find the tools and terminology used in the application and online t...
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Bp campaign-management

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Bp campaign-management

  1. 1. Best Practice:Campaign Management forMarketing Professionals
  2. 2. Campaigns Best Practices  Business Driver  Best Practice Overview  Best Practices: Campaign Management – Campaign Preparation – Campaign Execution – Campaign Tracking  Tools & ResourcesNOTE: Campaigns are included with Enterprise Edition, and available for an additional cost with Professional Edition. Inthe Professional Edition, one campaign license is consumed for each user that has the "Marketing User" box checked.
  3. 3. Business Driver  As the leader in on-demand customer relationship management (CRM), salesforce.com understands the importance of integrated sales and marketing  Our closed-loop marketing automation application, Salesforce Marketing, empowers you to centrally manage multi-channel campaigns, manage and track search campaigns, manage leads, collateral, e-mail templates while providing real-time analytics to your success  With so many moving parts, where do you start?
  4. 4. Best Practice Overview  Campaign Management is a series of marketing tactics and programs that are all designed to achieve a specific business goal (increase revenue, leads, customer adoption, etc).  Learn best practices for planning, executing and tracking marketing campaigns that generate demand for your products and services  Note: This deck does not cover the Lead Management process in detail. Please request our Lead Management best practice presentation for more details.
  5. 5. Campaign Management
  6. 6. Agenda  Campaign Preparation – Campaign Goals – How to Target Campaigns – Determine Campaign Programs – Define Campaign Responses – Define Campaign Access  Campaign Execution – Build Campaign – Campaign Tools – Campaign Members – Mass E-mail  Campaign Tracking – Campaign Responses – Campaign Measurement
  7. 7. Campaign PreparationGoal of the campaign: Define your goals and objectives  Increase sales revenue – Enhance pipeline on open opportunities – Track customer interest  Acquire new customers – Promotions on your website (e.g. free trial, demo center, contact me) – Track search engine marketing  Increase customer retention – Awareness events that drive PR and brand awareness for the company (e.g. product launches)  Enhance up-sell/cross-sell opportunities – Pricing promotions to current customers – Webinar banner on the website for “add-on” products or services – Add-on products targeted to call down campaign with Sales-Pat
  8. 8. Campaign Preparation How to target campaigns: Define who you want to target Existing Customers – Your Marketing and Sales organizations should collaborate to capture essential customer information in the application to assist with defining your targets • Define and configure the necessary custom fields to help with segmentation definitions; consider using picklists, dependent picklists etc. to make your targeting, customer segmentation and reporting more effective Existing Leads – Consider lead scoring and lead status with customer segmentation in mind • For example, a series of archived status definitions (e.g. No Interest, Future Interest, Nurture) New Leads - Adding 3rd Party Lists in Salesforce – Some companies incorporate 3rd party prospect/lead lists inside of Salesforce with a specific 3 rd party designation (e.g. by record type, or assign to queue, or specific pre-qualification process before passed to Sales) • De-dupe against existing records in your Salesforce database to determine which are existing Customers, existing Prospects or Net New names – Some companies purchase 3rd party lists containing “suspect” names which are not added to your Salesforce application until a response has been received or the name has been qualified • Consider de-duping this list outside of Salesforce with partner tools (e.g. PeopleImport by CRM Fusion) then importing into Salesforce
  9. 9. Campaign PreparationHow to target campaigns: Information to use when creating targets  Common Criteria – Geography – Title (e.g. CFO, Director of Sales) – Industry – Company Size – Product Interest – Installed products/services – Previous campaign and response history  Create fields to record what you need on Lead and Contact records – Consider using Assets on Account or Contact objects or a custom product tracking object
  10. 10. Campaign Preparation Determine campaign programs: Decide your channels and process Phone/TelemarketingSearch Engine/ Google Ad Words Inside Opportunities Website Lead Capture/ PR/Events Lead Qualify Field Opportunities Email Events Tips & Tricks Be sure to have a process defined for your programs and Campaigns
  11. 11. Campaign PreparationDefine campaign responses: Prepare what a response means Why are member status values so important?  Every campaign has a specific outcome. Member Status captures this outcome  What does a response mean to you? Multiple actions can result in a response  What happens after a response? Be sure to map out your process  Well defined Member Status values: – Can make reporting much easier – Sales can understand exactly what their prospect or customer did – Helps measure the success of your campaign! Note: We will get into more detail with Campaign Setup.
  12. 12. Campaign PreparationDefine campaign access: Who should have access to campaigns?  Determine who should have access to Campaigns – Be default, all users have view access to campaigns, advanced setup and run campaign reports  The Marketing User check box on the user profile page indicates whether or not a user has the right to create and manage campaigns including: – Create a new campaign – Edit or delete an existing campaign – Update campaign statistics – Import leads into a campaign** – Mass update the status for members of a campaign** – Configure advanced campaign setup to define member status values – Run campaign reports across multiple campaigns** In order to use the campaign import wizards, Marketing Users must also have the Marketing Userprofile (or the "Import Leads" permission in Enterprise Edition organizations).
  13. 13. Agenda  Campaign Preparation – Goal of the Campaigns – How to Target Campaigns – Determine Campaign Programs – Define Campaign Responses – Define Campaign Access  Campaign Execution – Build Campaign – Campaign Tools – Campaign Members – Mass E-mail  Campaign Tracking – Campaign Responses – Campaign Measurement
  14. 14. Campaign ExecutionBuild campaign: Include key fields for tracking Tips & Tricks Have a naming convention: e.g. EMEA – FY08Q3 – Success Tour - Brussels Tips & Tricks Update the Type picklist field and keep the total number of values to no more than 10 and include general types Tips & Tricks Define your lead source values so they tie back to budget dollars Tips & Tricks Tie campaigns together with the “Parent Campaign” field
  15. 15. Campaign ExecutionBuild campaign: Categorizing for campaign measurement  Products and services – Create a campaign picklist field for Product or Focus Area  Advertisements and publications/media – Create a picklist field for Ad Type with values such as Magazine, Newspaper, Online, etc. – Create another picklist for specific publication so you can report on both levels  Agencies creating materials – Track which agencies are tied to your successful campaigns by creating a Creative Source or Creative Piece picklist field  Offers made in campaigns – Track the different types of high-level offers (e.g. whitepapers, demos, web seminars) to track overall effectiveness
  16. 16. Campaign ExecutionBuild campaign: Set up member response status values
  17. 17. Campaign ExecutionBuild campaign: Set up member response status values Tips & Tricks Member Status tells Sales exactly what their prospect or customer did Tips & Tricks You can have more than one “Responded” value! Tips & Tricks # Responses metric is the sum of all members with a status checked as “responded” 17
  18. 18. Campaign Execution Build campaign: Understand campaign statistic calculations first!1) Total Leads = SUM of all leads 2) Total Contacts = SUM of all associated with this campaign Includes converted leads that you can’t see in the app # Leads will decrease if two lead records are merged, or if a lead is deleted 4) Total Responses = SUM of all visible records associated to this campaign that have a3) Converted Leads = SUM of all member status with the l “Responded” box checked e ** Best metric for success of a campaign – when member d statuses are set up correctly! s a s s
  19. 19. Campaign Execution Build campaign: Understand campaign statistic calculations first!1) Total Value Opportunities = 3) Budgeted Cost = Amount of Calculated field for the amount of money budgeted for the all opportunities associated with campaign this campaign incl. closed/ won  This field is not required to For organizations using multiple calculate the ROI of the currencies, amounts are campaign converted to campaign currency Does not include opportunities that influenced campaign 4) Actual Cost = Amount of money spent to run the2) Total Value Won campaign Opportunities = Calculated  Field needed to calculate ROI field for total amount of all ** The ROI is calculated as the opportunities associated with the net gain (Total Value Won campaign hierarchy, including Opportunities - Actual Cost) closed/won opportunities divided by the Actual Cost. All campaigns in a hierarchy The ROI result is expressed must use the same currency as a percentage.
  20. 20. Campaign ExecutionBuild campaign: Understand campaign statistic calculations first! The Campaign ROI Analysis Report calculates the return on investment and average costs for your campaigns Tips & Tricks Be sure to fill out the Actual Cost field so your ROI will be calculated for you
  21. 21. Campaign Execution Build campaign: Consider using Campaign Hierarchies  Campaign hierarchies provide a powerful categorization tool that enables you to analyze/report on the health of your related multi-channel, integrated campaigns – It is important that marketing managers use a Parent Campaign1 to tie these elements together and enable reporting across all tactics Example: Tips & Tricks The naming convention should include the quarter and fiscal year of the campaignParent Campaign field is hidden; you need to change FLS.1
  22. 22. Campaign ExecutionBuild campaign: Consider using Campaign Hierarchies cont.  When using Parent Campaign, you can see the whole picture!
  23. 23. Campaign ExecutionBuild campaign: Consider using Campaign Influence!  Because opportunities are usually influenced by more than one campaign, the campaign influence feature allows you to manually or automatically associate multiple influential campaigns to a single opportunity – Enable Campaign Influence for automatic association – Configure Time Frame and/or Association Rules • Influential campaigns are automatically added to opportunities when a campaign is related to a contact that is assigned a contact role on an opportunity prior to the close date of the opportunity • Campaign Influence Time Frame, if specified, is the maximum number of days between the campaign first associated date and opportunity created date. Campaigns associated to a contact prior to this timeframe will not be considered influential – Add the Campaign Influence related list to Opportunity Page Layout – Primary Campaign Source on Opportunity is the “most” influential • When Lead is converted, their campaign is automatically inserted into this field • If the Lead is linked to multiple campaigns, most recently updated member status wins • Can update field manually or through Campaign Influence related list
  24. 24. Campaign ExecutionBuild campaign: Best practices for Campaign Influence  Consider the following rules when setting up and using Campaign Influence: – Add Contact Roles to your Opportunity page layouts – Instruct Sales to add key contacts in Contact Roles associated to their deal so campaigns are automatically correlated – If using Sales to send e-mail templates for a specific Campaign: • First, ensure you have a good Contact de-dupe strategy • Instruct Sales to send e-mail from Contact record but change the “Related To” to Campaign and include the name so it’s easy OR just ask Sales for their top Contacts and you do the work!
  25. 25. Campaign ExecutionCampaign tools: Set up HTML E-mail Templates E-mail Templates are easy to set up!  Set up your Letterhead to standardize the look and feel of HTML email templates  Include graphics through the Documents tab
  26. 26. Campaign ExecutionCampaign tools: Start off with a unique landing page using Web-2-Lead Web-to-Lead Tips & Tricks Tips & Tricks Key fields are hidden like Brand the form to match the Campaign ID, Member Status, offer they received and keep Product Line, Lead Source, etc. your fields short Tips & Tricks Leverage Apex code to assist With Web-to-Lead, you can gather information from your with de-duping before creating company’s website and automatically generate leads. Web-to-Lead form can be used for contact me requests, Lead record in Salesforce registration pages, or campaign landing pages. De-duping Web-to-Lead Form logic can be included!
  27. 27. Campaign ExecutionCampaign members: Mass add Campaign Members Note: You can use other import sources! Tips & Tricks Salesforce provides a variety of ways in which you can When adding NEW members via manage the leads, contacts, and person accounts that you are targeting with your campaigns. You can choose which importing a file, it’s important to method to use based on your business needs; for example, have a de-dupe strategy you can add and update up to 50,000 campaign members Manage Members at a time through lead or contact.
  28. 28. Campaign ExecutionMass Email: Consider using email marketing partners Tips & Tricks You can send mass email to a maximum of 1000 external email addresses per day, consider our e-mail marketing partners Email Marketing Partners Tips & Tricks Consider an Email Marketing Task Force to ensure customers and prospects are not being emailed too frequently
  29. 29. Agenda  Campaign Preparation – Goal of the Campaigns – How to Target Campaigns – Determine Campaign Programs – Define Campaign Responses – Define Campaign Access  Campaign Execution – Build Campaign – Campaign Tools – Campaign Members – Mass E-mail  Campaign Tracking – Campaign Responses – Campaign Measurement
  30. 30. Campaign Tracking Campaign responses: How does one respond? Phone/TelemarketingSearch Engine/ Google Ad Words Website Response Website PR/Events Individual Manual Response Update Email Mass Events Update Tips & Tricks Set up the processes you need each response channel to follow for your Call to Action
  31. 31. Individual Campaign Tracking Manual Update Campaign responses: Individual manual update 1. Search for Lead or Contact, update status 2. Add Lead to Campaign For campaigns that elicit responses one-by-one, for3. Pick correct Member Status example, via a phone call to a sales rep, you can manually link a contact, lead, or person account to a campaign and update that individual’s campaign status. Any user can do this via the Campaign History related list on a contact, lead, Campaign History or person account.
  32. 32. Campaign Tracking Mass UpdateCampaign responses: Mass update Tips & Tricks Salesforce provides a variety of ways in which you can When adding members via manage the leads, contacts, and person accounts that you are targeting with your campaigns. You can choose which importing a file, it’s important to method to use based on your business needs; for example, have a de-dupe strategy you can add and update up to 50,000 campaign members Manage Members at a time through lead or contact.
  33. 33. Campaign TrackingCampaign measurement: Salesforce campaign reports  Utilize the 8 standard pre-built Campaign Reports  Customize your own!
  34. 34. Campaign TrackingCampaign measurement: Salesforce e-mail campaign report with integration
  35. 35. Campaign TrackingCampaign measurement: Measure overall campaign effectiveness  Build your own  Leverage for Pre-built DashboardsMarketing Metrics Dashboard 1.0Marketing Targets Dashboard 1.1
  36. 36. Campaign TrackingCampaign measurement: Proven customer success Measuring and Improving Business Reduced time for Reduced time for 100% increase in 100% increase in preparing email preparing emaillead conversion rate. lead conversion rate. campaigns by 95%. campaigns by 95%. Campaign Campaign Lead Analysis Revenue Management Went from managing Went from managing Increased lead Increased lead 1 to 16 simultaneous 1 to 16 simultaneousconversion by 400%.conversion by 400%. Campaign Lead campaigns. campaigns. ROI Tracking Leads Analysis “40 percent reduction in time “Increased lead generation by “40 percent reduction in time to build email marketing 20 percent and reduced follow- to build email marketing sends” up time by 50 percent” sends”
  37. 37. Tools & Resources
  38. 38. Tools & ResourcesConsider using Salesforce for Google AdWords  Advertise Online  Generate Leads  Track Keyword Effectiveness For more information, visit our website: http://www.salesforce.com/products/marketin g-automation/campaigns/search- marketing.jsp
  39. 39. Tools & ResourcesWhat else is out there that I can use? Tips & Tricks  E-mail Marketing Partners You can utilize partner tools to execute various types of campaigns,  Demand Generation Partners generate new leads and integrate the data directly with Salesforce.com  Sales Intelligence Partners  Data Cleansing Partners AppExchange: http://www.salesforce.com/appexchange
  40. 40. Tools & ResourcesWhat else is out there that I can use? Recommended AppExchange Marketing (free) Components Campaign Membership Report - Installs a single web link to show everyone associated with the campaign Campaigns Related to Opportunities Report - Creates a campaign contact report accessible from a custom link on the Opportunity detail page
  41. 41. Tools & ResourcesWhat else is out there that I can use?  Marketing Professionals on Community – http://www.salesforce.com/community/crm-best-practices/marketing-professio  Salesforce.com Marketing Blog – http://blogs.salesforce.com/marketing  Sales and Marketing process maps and additional best practice information in the Salesforce.com Community – http://www.salesforce.com/community/crm-best-practices/sales- professionals/sales-process-and-methodology/sales-mktg-process- map.jsp
  42. 42. Tools & ResourcesWhat else is out there that I can use?  Campaigns to Cash: Best Practices for Tracking Campaign Effectiveness: http://www.salesforce.com/community/crm-best-practices/marketing-professionals/campaig  Become An Expert: Campaign Management & Website Integration: http://www.salesforce.com/community/crm-best-practices/marketing-professionals/campaig  How Salesforce.com uses Marketing: http://www.salesforce.com/community/crm-best-practices/marketing-professionals/campaig  Salesforce for Google AdWords Overview: http://www.salesforce.com/community/crm-best-practices/marketing- professionals/demand-generation/search-marketing/sfga-overview.jsp
  43. 43. Sales Process Map, Campaign to CustomerTwo tier sales process typically found in high volume B2B sales organizations where marketing campaigns generateleads, a tier one team qualifies leads to pass on to a tier two sales team that manages the sales cycle. Accounts Salesforce.com Tabs Campaigns Leads Contacts Opportunities Lead Generation Lead Management Opportunity Management Lead Capture MechanismsMarketing Marketing Lead • Online Registration Forms Campaign Capture • Import Lists From ExcelManager The lead is converted into • Manually Enter Business Cards an opportunity with an associated contact and account. Often the lead will be handed off to the tier 2Tier 1 Sales: yes sales person to work it Lead Check for Work Lead & Adjust Lead Qualify Lead through the sales cycle.Sales Reps or Assignment Duplicates Lead Status Qualified? ConversionInside Sales no Common Reasons for Duplicate Leads • Bogus info Types of Campaigns • Duplicate lead • Email Campaigns • Current customer • Advertising • New contact, current opportunity • Direct MailTier 2 Sales: • Trade Shows Sample Lead Status yesAccount • Open: Followed up on within 48 hours Sales Cycle ActiveExecutives or • Working: Day 1 through day 30 Win? CustomerField Sales • Developing: Scheduled follow up beyond 30 days no • Archive: Non-responsive or No Current Interest Sample Sales Stages • Lead Sample Qualification Questions • Needs Analysis Account becomes an • Current Situation • Confirmed active customer. • Pains • Objection Handling • Opportunity Size • Selected • Timeframe • Negotiating Sample Routing Rules • Closed/Won • Budget • Territory Based Routing • Closed/Lost • Decision Maker • Product Based Routing • Main Competitor • Pick Off Queues • Manual Assignment of Leads Keep a historical record of Keep a historical record of archived leads and set up Archived archived opportunities and Archived email campaigns or follow up set up email campaigns or Opportunities Leads reminders to regenerate follow up reminders to interest. regenerate interest.Management Campaign Lead Lead Opportunity ClosedReports & Effectiveness Lead Status Conversion Source Pipeline Business & ROIDashboards Lead Neglected Lead Quality Competitive Type Leads Win/ Lose
  44. 44. Sales and Marketing: Tools and TerminologyBelow you’ll find the tools and terminology used in the application and online training. For more information visit Salesforce Community, the Salesforce.com OnlineUser Community. You can search the site, browse around, and see what the community is interested in. A campaign is an outbound marketing project that you Accounts are your organizations customers, competitors, want to plan, manage, and track within Salesforce. It can and partners. Each account stores information such as be a direct mail program, seminar, print advertisement, name, address, and phone numbers. For each account, email, or other type of marketing initiative. you can store related information such as opportunities, activities, cases, partners, contracts, and notes. Campaigns Accounts Google AdWords™ is an online advertising service used to Contacts are all of the individuals associated with your create advertisements that display on major search business accounts that you need to track in Salesforce. engines, including Google. Many Salesforce customers You can store various information for a contact, such as advertise online with Google AdWords as a mechanism to phone numbers, addresses, titles, and roles in a deal. generate leads. Google AdWords Contacts Opportunities are the sales and pending deals that you With Web-to-Lead, you can gather information from your want to track. By adding opportunities, you are also company’s website and automatically generate leads. building your “pipeline,” which will contribute to your Web-to-Lead form can be used for contact me requests, forecast. You can also link opportunities to campaigns to registration pages, or campaign landing pages. help measure the ROI of your marketing programs. Opportunities Web-to-Lead Form A lead is a prospect or potential opportunity - a person you Products are the individual items that you sell on your met at a conference who expressed interest, or someone opportunities. You can create a product and associate it who filled out a form on your company’s website. with a price in a price book. Each product can exist in many different price books with many different prices. A product that is listed in a price book with an associated Leads Products price is called a price book entry.
  45. 45. Sales and Marketing: Tools and TerminologyBelow you’ll find the tools and terminology used in the application and online training. For more information visit Salesforce Community, the Salesforce.com OnlineUser Community. You can search the site, browse around, and see what the community is interested in. A forecast is your best estimate of how much revenue you Tasks are to-do items that need to be followed up on. They can generate in a quarter. This amount is divided between can be associated with accounts, contacts, leads, or other Commit Amount - the amount you can confidently close - custom objects. You can follow up on the task yourself, or and Best Case Amount - the total amount of revenue you assign it to another user. might possibly generate. A manager’s forecast should Task Forecasts include the amount of revenue the entire team can generate together. Maintain a historical record of all activities related to an account, contact, or opportunity. Your activity history includes emails, call notes, and calendar events, so A contract is a written agreement between two or more everyone is on the same page. parties. Many companies use contracts to define the terms for doing business with other companies. Track the Activities contract through your organization’s approval process and use workflow alerts to notify yourself when to initiate Contracts contract renewals. Reports are lists, summaries, and analyses of your data, which you can display or print. To help you monitor your organization, Salesforce offers a wide range of standard A document library is a place to store files without reports, accessible in the Reports tab. You can also create attaching them to accounts, contacts, opportunities, or new custom reports to access exactly the information you other records. Each document in the document library Reports need. You can subtotal and limit your data to help you resides in a folder. The folder’s attributes determine the analyze trends and get a concise picture of what is accessibility of the folder and the documents within it. happening in your organization. Documents Dashboards give you a real-time snapshot of corporate Group calendaring will helps you better collaborate as a metrics and key performance indicators. A dashboard is a team, and arrange meetings with prospects and group of different charts (or components) that graphically customers. display your custom report data. You can select up to 20 different custom reports to display data graphically as Calendar Events Dashboards charts in each dashboard.
  46. 46. Sales and Marketing: Tools and TerminologyBelow you’ll find the tools and terminology used in the application and online training. For more information visit Salesforce Community, the Salesforce.com OnlineUser Community. You can search the site, browse around, and see what the community is interested in. Make searching data and interacting with the results of With Salesforce you can create email templates for your searches simple, smooth, and highly effective. Inline common emails such as web-to-lead responses, sales paging and sorting features simplify the task of working prospecting, announcements, and internal workflow. You with large sets of search results. Powerful filtering and Email Templates can even personalize parts of the email with information scoping functions narrow searches and results. from the contact or account record. Search Customization options enable users to design search results layouts that are tailored for the way they work. Plan and execute email campaigns targeted at prospects and customers. Enterprise Edition customers can send 500 Outlook users enjoy high levels of productivity with Apex emails per mass mailing, while Unlimited Edition customers Connect Outlook—formerly called Outlook Edition—which Mass Email can send 1,000 emails per mass mailing. Salesforce can makes it easy to synchronize important customer data also integrate with third-party marketing solutions and between two commonly used applications. With Connect offers out-of-the-box integration with several top email Outlook 3.0 in Spring ’07, productivity for Outlook usersConnect Outlook marketing vendors. gets another boost with several enhancements. Users can add emails with attachments, create contacts and leads directly in Outlook, and create relationships between calendar events and associated objects such as accounts  Evaluate the success of email campaigns with integrated response tracking and easy monitoring of key campaign and opportunities. metrics, such as whether recipients open the messages, Email Tracking when they open them, and more. You can set up a Web-to-Lead form to capture contact me requests from your company’s website. With a lead de- dupe solution you can automatically route those requests The ability to easily import data into Salesforce is one of to the person who owns the account. the applications key benefits. Import excel worksheets orWeb-to-Lead Form CSV (comma separated value) files. Map the information to leads, contacts, accounts, solutions, and custom objects. Search Import Tools on Salesforce Community for more With computer-telephony integration (CTI) capabilities, you Import Wizard information. can directly integrate your telephone network into Salesforce and access it entirely through the familiar, browser-based Salesforce interface. With the combined power of CTI and the new Salesforce Console, CTI Integration salesforce.com delivers unlimited productivity to your call centers.

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