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Introduction to Salesforce CRM Reporting

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Introduction to Salesforce CRM Reporting

  1. 1. Salesforce CRM New Media and Technology
  2. 2. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Agenda Salesforce CRM Primer Salesforce CRM Overview From Google Ads to Salesforce CRM Importing Web Traffic Report Types • Views • Tabular Reports • Summary Reports • Matrix Reports • Dashboards Seite 2
  3. 3. Salesforce CRM Primer New Media and Technology Seite 3
  4. 4. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 eMail Webinars Website Direct Mail Events Print Ads Online Ads Social Media Today, Marketers Have More Channels Than Ever Search
  5. 5. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Marketers Need A Central View of Programs That’s Connected to Sales
  6. 6. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Leads Campaigns The Sales Cloud Aligns Sales & Marketing Everyone Gains Visibility and Can See What Works Revenue $ Leads Deals
  7. 7. Salesforce CRM Overview New Media and Technology Seite 7
  8. 8. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 What is Salesforce CRM? Relational database Cstomer Relationship Management (CRM) system Cloud based Built-in social features – Chatter Add functionality using apps Seite 8
  9. 9. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Logging in to Salesforce CRM • Any common browser • Firefox, Internet Explorer, Chrome, Safari • Access it on iPhone, Android, BlackBerry, iPad, ... Seite 9
  10. 10. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Home Page Global Search Sidebar Application Picklist Feed Tabs
  11. 11. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Tab Home Page Recent Records New Record Button
  12. 12. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Record Detail Page Record Buttons Fields
  13. 13. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Global Search • Searches your whole database • Pin objects you use most • Use wildcards • * can be everything • ? is one of anything Seite 13
  14. 14. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Standard Objects • Salesforce CRM comes with a number of standard objects • Think of each object as its own container of data • Accounts • Contacts • Opportunities • Leads Seite 14
  15. 15. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Salesforce CRM Structure Account Contact 1 Contact 2 Contact 3 Opportunity 1 Opportunity 2 Seite 15
  16. 16. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Accounts • Any company / organization you have a relationship with • Customers • Partners • Working groups / NGOs / local authoritities, etc. • A collection of people • Accounts are central to using Salesforce CRM Seite 16
  17. 17. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Contacts • Anyone with a pulse! • Employees of your Accounts • Volunteers • Donors • Grantees Seite 17
  18. 18. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Opportunities • Any income generating activity • Sales • Donations • Grants are the opposite but still work! • Income can be potential, Won or Lost • Use Stages to manage your process • Can be used to forecast future income Seite 18
  19. 19. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Activities • Used to record interactions with customers • Open Activities • Schedule future tasks and events • New Task • Activity History • Log details of completed Activities • Log a Call Seite 19
  20. 20. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Leads • Someone who may be interested in your organizations products / services • Potential sales • Potential donors / volunteers / grantees • Leads can come from • Web-to-Lead form • A list you bought • A stack of business cards Seite 20
  21. 21. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Lead Conversion • When a Lead has been qualified it is converted to • Account • Contact • Opportunity (optional) • Get organization-wide agreement on • What is a Lead and what is an Account / Contact • When a Lead should be converted Seite 21
  22. 22. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Lead Conversion Diagram Seite 22 Account Contact Opportunity Lead Can‘t convert a lead
  23. 23. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Feed • Social media for your Salesforce org • Posts have record context • Follow records and people you care about • Use @ to directly message people • Check out chat • Allow users to collaborate with groups and file sharing Seite 23
  24. 24. From Google Ads to Salesforce CRM New Media and Technology Seite 24
  25. 25. Advertise your business on Google Take five minutes to write your ad and select a couple keywords—even target your ad locally. People click on your ad When people search on Google, your ad is displayed and traffic is driven to your site. Convert leads into customers Update deal information, track opportunity milestones, and record all opportunity-related interactions. Capture leads from your Web site Prospects fill out a Web form, which creates a lead in Salesforce that is routed to your sales team. Manage customer relationships Acquire deep knowledge of every account, facilitate collaboration, and build and maintain strong, lasting customer relationships. Measure what’s working • A real-time view of your business • A single solution for insight • Customizable reports Manage the follow-up process Log calls, send emails, and update the status of your leads so that you never miss an opportunity. Acquire New Customers and Grow Your Business Generate leads by advertising your business online with Google AdWords. Turn those leads into new customers with Salesforce CRM.
  26. 26. A Customer Calls The customer may be calling you directly or they may have been transferred to you. Search Salesforce The first thing you want to do is search Salesforce to see what information is available. Assign Tasks Often times you’ll need to assign a follow-up task for yourself or someone else on your team. Gather Insight By clicking on a contact or account, you can view all their activity history, outstanding follow-up items, and other pertinent information. Follow Up Assigning tasks in Salesforce improves collaboration and creates true accountability. Update Information Salesforce provides a place to log call notes, save important emails, and update information so everyone knows where things stand. Manage Customer Relationships When you get a call, start by searching Salesforce. You can quickly review the account and see who else at your company has been working with them. You can then use Salesforce to capture call notes and create a follow-up task if need be. Measure what’s working • A real-time view of your business • A single solution for insight • Customizable reports
  27. 27. Streamline Your Service and Support Organization Effective customer service benefits everyone—customers, agents, supervisors, and the company’s bottom line. Deliver outstanding and consistent service and support across many channels including phone, email, Web, and chat. Customer Logs a Case When a customer has a problem, they can log a case online or call your support team. Case Is Routed Cases can be automatically routed to a queue based upon business rules. Case Closed The agent communicates the solution over the phone uses an email template and closes the case. Gather Insight An agent works the case, reviewing account information such as entitlements and activity history. Customer Portal The customer has 24/7 self-service access to their case history, the knowledgebase, and the online community through the customer portal. Find Solutions The agent can quickly solve the case using suggested solutions from the knowledgebase.
  28. 28. Importing Web Traffic New Media and Technology Seite 28
  29. 29. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Importing Web Traffic
  30. 30. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 New Registrants by Traffic Source
  31. 31. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Job Postings on Job Portal by Source
  32. 32. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Leads: Time is Money at ExtraSpace Storage Average Call Back Time Inbound lead conversion rate
  33. 33. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Marketing Impact is Monitored in Real-time Status of Walk-in LeadsAverage Call Back Time
  34. 34. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 DecisionPoint Dashboards ROI by Campaign Type Marketing Spend
  35. 35. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 DecisionPoint Dashboards Lead Gen by Channel $ from Leads Qtr/Qtr Comparisons
  36. 36. Report Types New Media and Technology Seite 36
  37. 37. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Report Types • The Excel Worksheet approach, single object and no groupingViews • A list style report, with numerical information such as sumTabular Reports • Grouping features allow for powerful numerical analysisSummary Reports • Complex data relationships with vertical and horizontal groupingMatrix Seite 37
  38. 38. Views New Media and Technology Seite 38
  39. 39. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Views Great for segmenting data and creating useful lists Accessed through tab home pages A number of views exist by default Order / sort data Inline editing to update records – be careful! Seite 39
  40. 40. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Creating a Custom View 1.Click Create New View on Account home page 2.Give the view a useful name 3.Specify filter criteria and filter logic 4.Choose which fields you wish to display 5.Set view visibility (admins only) 6.Click Edit to change settings Seite 40
  41. 41. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Filter Logic • By default view criteria is 1 AND 2, etc. • Use filter logic to change this to OR • Can use advanced filter logic such as • 1 OR 2 OR 3 • 1 AND (2 OR 3) Seite 41
  42. 42. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 View Limitations 1.Cannot span multiple objects (i.e., no Contact & Account data in same view) 2.No grouping or numerical analysis (i.e., no Sum or Average) 3.Maximum of 2000 records 4.Cannot export from a view Seite 42
  43. 43. Tabular Reports New Media and Technology Seite 43
  44. 44. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Tabular Reports • Most basic of the three types of reports • Perfect for lists • Address list • Phone list • Donor list • Can provide the sum, min/max and average of number columns • Allow reporting on multiple objects Seite 44
  45. 45. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Creating a Tabular Report 1. Go to the Reports tab 2. Click New Report 3. Choose a report type 4. Click Create 5. Add fields and filters 6. Click Run Report 7. Save in a report folder Seite 45
  46. 46. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Report Builder • Filters • Specify report criteria and filter logic • Show My/All records and change date range • Fields • Drag and drop onto the report • Sum, min/max and average • Custom fields are hiding at the bottom • Preview – limited to 50 rows Seite 46
  47. 47. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Report Viewer Change My/All and date range filters Show/Hide Details Printable View and Export Details Only shows first 2000 records – export to see them all Re-run or schedule (max on per hour per org) Customize – back to report builder Seite 47
  48. 48. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Report Folders • You can always save in My Personal Custom Reports • Salesforce CRM comes with dozens of pre-made reports • Reports cannot be moved or renamed, but can be re-saved (Save As) with a new name and location Seite 48
  49. 49. Summary Reports New Media and Technology Seite 49
  50. 50. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Summary Reports • Provide summary information using groups • Group to three levels • Grouping • Sub-grouping • Sub-sub-grouping • Calculate sum, average, min/max per group • If you‘re looking for data „by“ or „grouped by“ you need to use a summary report Seite 50
  51. 51. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Creating a Summary Report One of three ways: 1.In report builder, change Tabular Format to Summary Format. Drag a field into the green bar to group by it 2.In report builder, hover over a column header, click the triangle and click Group by this Field 3.In report viewer, select a field in Summarize information by menu Seite 51
  52. 52. Matrix Reports New Media and Technology Seite 52
  53. 53. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Matrix Reports Most complex of the three types of reports Allows both horizontal and vertical grouping Show complex data relationships, e.g. Stage horizontally and Close Date vertically Takes a lot of practice! Seite 53
  54. 54. Dashboards New Media and Technology Seite 54
  55. 55. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Dashboards • Display report data as graphs and charts • Gauges • Line/Bar graphs • Pie/Donat charts • Display at-a-glance „real-time“ metrics • Use Summary reports and Tabular reports as data source • Tabular reports must be limited to < 99 rows Seite 55
  56. 56. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Dashboards and Tabular Reports Extra steps required to create a Dashboard from a Tabular Report: 1.Start with a Tabular Report 2.Add a Row Limit (from Filters > Add) 3.Modify Dashboard Settings 4.You can now use the report as a data source in a Dashboard Seite 56
  57. 57. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 Creating a Dashboard 1.Go to the Reports tab 2.Click New Dashboard 3.Drag on a component 4.Drag on a data source 5.Click Spanner to configure 6.Change titles and descriptions 7.Save in a dashboard folder Seite 57
  58. 58. Hochschule Hannover Fakultät IV Michael Olschimke New Media and Technology May 9, 2014 References • Getting Started with Reports and Dashboards for Marketers, http://www.slideshare.net/Salesforce/getting- started-with-reports-and-dashboards-for-marketers • What is CRM?, http://www.slideshare.net/guilshare/whatiscrm-091221185551phpapp01-1 • Reports and Dashboards @Salesforce, http://www.slideshare.net/bkhilesh/reports-and-dashboards- salesforce • Thirdsectorit.org: “Introduction to Salesforce Reporting” • Thirdsectorit.org: “Salesforce Fast Start / Back to Basics”, http://thirdsectorit.org/wp- content/uploads/2013/02/Salesforce-Fast-Start.pdf Seite 58

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