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Why Salesforce.Com


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Why Salesforce.Com

  1. 1. Why
  2. 2. Customer Management at the Heart of the Corporate Agenda for CEOs and CIOs Source: The Conference Board's CEO Challenge Survey 2006 was conducted during July and August 2005 and asked 658 CEOs worldwide to rate their challenges over the next year. The findings represent the accumulated experience of the CEOs, chairmen, and company founders surveyed. Attracting, retaining, and growing customer relationships is No. 3 on the CIO’s agenda of business priorities for 2006. (Source: 2006 Gartner EXP CIO Survey) No. 3 for CIOs 10 9 8 7 6 5 4 3 2 1 Top 10 Challenges for CEOs in 2006 20% Improving productivity 22% [Product] Innovation 23% Speed to market 23% Corporate reputation 24% Stimulating innovation/creativity/enabling entrepreneurship 29% Customer loyalty / retention 33% Speed, flexibility, adaptability to change 33% Consistent execution of strategy by top management 36% Profit growth 38% Sustained and steady top-line growth “ Challenge is of Greatest Concern”
  3. 3. CEO’s Are Achieving Their Business Objectives With Source: Customer Relationship Survey June 2006 conducted by independent third-party CustomerSat Inc. Sample size equals 318 Business Executives/Sponsors from all size companies worldwide, randomly selected. *See notes view for an explanation of the 110%. Revenue Enhancement Customer Loyalty & Satisfaction 99% Say Yes 91% Say Yes 86% Say Yes 83% Say Yes 94% Say Yes 92% Say Yes 79% Say Yes 90% Say Yes 85% Say Yes 92% Say Yes 110% Say Yes* 61% Say Yes 95% Say Yes Has the SFDC service helped you achieve any of these objectives? 8% Compliance requirements 15% Increase profit margins 21% Increase customer loyalty 32% Increase customer retention 34% Reduce sales, service, mkt. costs 34% Enhance cross/up-sell opportunities 36% Increase customer satisfaction 37% Increase mkt. campaign effectiveness 45% Acquire new customers 46% Improve customer service/support 57% Improve customer data quality & mgt. 65% Increase sales revenue 76% Improve sales pipeline visibility % of Respondents What bus. objectives lead you to evaluate a CRM solution?
  4. 4. How We Help CEOs Reach Their Goal Manage, Measure & Grow Your Business in a Single Dashboard Increased sales productivity by 25% in the first two months. Polycom improves forecast visibility to within 1% accuracy. Increases lead conversion by 400%. Improved win ratio by 70% Over 85% adoption rate for more than 700 users. GFI Group Increases Sales by 300% Dashboards for Success
  5. 5. Performance Metrics Executives are Managing in <ul><li>Sales Metrics </li></ul><ul><li>Number of prospects </li></ul><ul><li>Number of new customers </li></ul><ul><li>Number of retained customers </li></ul><ul><li>Number of open opportunities </li></ul><ul><li>Close rate </li></ul><ul><li>Renewal rate </li></ul><ul><li>Number of sales calls </li></ul><ul><li>Number of sales call per opportunity </li></ul><ul><li>Amount of new revenue </li></ul><ul><li>Amount of recurring revenue </li></ul><ul><li>Time to close by channel </li></ul><ul><li>Margin </li></ul><ul><li>Sales stage duration </li></ul><ul><li>Sales cycle duration </li></ul><ul><li>Number of sales calls made </li></ul><ul><li>Number of proposals given </li></ul><ul><li>Competitive knockouts </li></ul><ul><li>Marketing Metrics </li></ul><ul><li>Number of campaigns </li></ul><ul><li>Number of responses by campaign </li></ul><ul><li>Number of purchases by campaign </li></ul><ul><li>Revenue generated by campaign </li></ul><ul><li>Cost per interaction by campaign </li></ul><ul><li>Number of new leads by product </li></ul><ul><li>Number of new customers acquired by campaign </li></ul><ul><li>Customer retention rate </li></ul><ul><li>New customer retention rates </li></ul><ul><li>Number of customer referrals </li></ul><ul><li>Customer satisfaction level </li></ul><ul><li>Propensity for customer defection </li></ul><ul><li>Service Metrics </li></ul><ul><li>Cases closed same day </li></ul><ul><li>Number of cases handled by agent </li></ul><ul><li>Number of service calls </li></ul><ul><li>Average number of service requests by type </li></ul><ul><li>Average time to resolution </li></ul><ul><li>Average number of service calls per day </li></ul><ul><li>Percentage compliance with service-level agreement (SLA) </li></ul><ul><li>Percentage of service renewals </li></ul><ul><li>Complaint time-to-resolution </li></ul>Sample CRM Metrics Measured with
  6. 6. <ul><li>It is clear that has now become so much more than simply a supplier of CRM applications as a service. Indeed, the company is now keen to position as an information management company, and in many respects this is a fair description . </li></ul><ul><li>(Source: The Sageza Group, Apex and AppExchange: Winter ’07 is Here and IT Looks Interesting Again, Oct. 13, 2006) </li></ul>“ ”
  7. 7. <ul><li>Salesforce users report average ROI of 45% achieved in 8 to 9 months. -- Customer Relationship Survey conducted 1H06, by an independent third-party CustomerSat Inc. Sample size equals1131 executives/business sponsors and CRM system managers/administrators from all size companies, worldwide, randomly selected. </li></ul>There Are Real Economic Benefits to CRM
  8. 8. Top 10 Reasons Why Executives Choose Source: Customer Relationship Survey conducted 1H06, by independent third-party CustomerSat Inc. Sample size equals 1131 business sponsors from all size companies worldwide, randomly selected. 14% 9. Past experience with 13% 10. Customer References 17% 8. Total cost of ownership 26% 7. Price 33% 6. Features 40% 5. Ease of customization 43% 4. Ease of administration 45% 3. Hosted CRM solution 49% 2. Ease of implementation 53% 1. Ease of use Percent of Respondents Why Organizations Select
  9. 9. Days, Not Weeks to Deploy Avg. small business with 1 to 99 employees Deploys Salesforce in 15 days Avg. mid-sized business with 100 to 999 employees Deploys Salesforce in 27 days Avg. large business with 1000+ employees Deploys Salesforce 27 days Source: 2Q06 Customer Relationship Survey conducted June 2006, by independent third-party CustomerSat Inc. Sample size equals 435 executives/business sponsors and CRM system managers/administrators from all size companies worldwide, randomly selected. The SaaS model allows an organization to cut months off of an application implementation. In fact, reducing the time to market by four months can increase benefits by up to 20% in the first two years. -- Source: Forrester, The Financial Economic Impact Of Software-As-A-Service , Sept. 1, 2006 “ ”
  10. 10. Proof of our Leadership <ul><li>If you want to see where the software market is headed in terms of technology and community, pay attention to Mr. Benioff and team.   --AMR Research, Oct. 13, 2006 </li></ul><ul><li> re-confirmed this autumn it is one of the innovators and business pushers in the Web 2.0 economy. The company has been one of the frontrunners in SaaS (Software-as-a-Service) market and technology for years. - Source Pierre Audoin Consultants, Oct. 26, 2006 </li></ul><ul><li>“ More than any vendor in the past three years, has sparked renewed interest in the SFA market (444,000 subscribers). The combination of its SaaS model and intuitive UI, have enabled sales organizations to increase control of their SFA deployments and expand user adoption. is able to deploy from small to large (more than 3,000 salespeople) organizations successfully.” </li></ul><ul><li>--Source Gartner, Inc., July 11, 2006 </li></ul><ul><li>“ is leading the market in building a purpose-built hosted ecosystem through its AppExchange initiatives. </li></ul><ul><li>--Source Gartner, Inc, Jan. 10, 2006 </li></ul>1 Source: AMR Research, Bruce Richardson, “Marc Benioff and the Future of Software” Oct. 13, 2006 2 Source Pierre Audoin Consultants, brings application development on-demand, Oct. 26, 2006 3 Source Gartner, Inc., Magic Quadrant for Sales Force Automation, 1H06, July 11, 2006 4 Source Gartner, Inc, “Hosted CRM Trends and What to Do About Them”, Jan. 10, 2006
  11. 11. 94% Success Rate Source: 1H06 Customer Relationship Survey conducted by independent third-party CustomerSat Inc. N=2935 worldwide respondents, randomly selected. Success Rate reflects respondents indicating “Definitely will” or “Probably will” continue to use is the Proven Choice
  12. 12. Source: 1H06 Customer Relationship Survey conducted by independent third-party CustomerSat Inc. N=2920 worldwide respondents, randomly selected. “Would recommend to a Colleague” reflects respondents indicating “Definitely will” or “Probably will.” 91% Would Refer to a Colleague Has Highly Satisfied Customers
  13. 13. 66% Have already Recommended to a Colleague Source: 1H06 Customer Relationship Survey conducted by independent third-party CustomerSat Inc. N=2909 worldwide respondents, randomly selected. Our Customers Refer Us
  14. 14. Sales Productivity
  15. 15. Bennett’s Business Systems Increases Sales Revenue by 45% VALUE CHALLENGE SOLUTION <ul><li>Provider of office equipment, digital imagery & consulting services </li></ul><ul><li>Sales reps lacked critical info at the point of sale </li></ul><ul><li>Inaccurate inventory projections </li></ul><ul><li>Major investment in previous CRM had 10% user adoption </li></ul><ul><li>Customized Product Configuration Wizard </li></ul><ul><li>Single-screen view of Asset usage integrated into Accounts </li></ul><ul><li>Seamless integration to inventory systems </li></ul><ul><li>Tailored solutions by individual user group </li></ul><ul><li>45% increase in sales revenue </li></ul><ul><li>Eliminated 5 hours per week per rep spent hunting for data; time now spent selling </li></ul><ul><li>Increased inventory turns by 2x = $50K+ annual savings </li></ul><ul><li>100% user adoption </li></ul>Internal use only
  16. 16. Esker Improves Renewals by 17% <ul><li>Intelligent document management & delivery solutions </li></ul><ul><li>Offices on 4 continents </li></ul>Internal use only VALUE CHALLENGE SOLUTION <ul><li>10-15% of contracts not renewed due to internal mismanagement </li></ul><ul><li>Labor-intensive process for renewal identification </li></ul><ul><li>Many contract renewals lost in process </li></ul><ul><li>Integration with SAP order management system </li></ul><ul><li>Automated opportunity creation for renewals </li></ul><ul><li>Workflow drives reminder alerts & renewal invoice creation </li></ul><ul><li>17% increase in contract renewal rate </li></ul><ul><li>100% of manual tracking time eliminated </li></ul><ul><li>Dramatic increase in sales productivity </li></ul>
  17. 17. Farmers Financial Solutions Surpasses Revenue Goals by 30% VALUE CHALLENGE SOLUTION <ul><li>Nationwide provider of Securities Products </li></ul><ul><li>No standard CRM system </li></ul><ul><li>Sales Reps wasted time on handwritten activity updates </li></ul><ul><li>Could not reinforce sales best practices across the field </li></ul><ul><li>Lacked agent satisfaction insight, hurting upsell business </li></ul><ul><li>360-degree view of sales rep activities </li></ul><ul><li>Seamless integration with Lotus Notes </li></ul><ul><li>Real-time tracking of Customer Experience ratings </li></ul><ul><li>Achieved 130% of annual revenue goal </li></ul><ul><li>Significant improvement in sales rep performance </li></ul><ul><li>Improved agent satisfaction rates by 10% </li></ul>Internal use only
  18. 18. Time Warner Improves Productivity VALUE <ul><li>Management unable to track sales process or proactively intervene in at-risk accounts </li></ul><ul><li>Inaccurate cost tracking of customer construction projects </li></ul><ul><li>Unable to measure and broadcast sales performance </li></ul>CHALLENGE <ul><li>Custom Workflows alert management to deals with “at risk” account criteria </li></ul><ul><li>Custom Objects track complex project costs </li></ul><ul><li>Custom Dashboards rank rep performance relative to peers </li></ul>SOLUTION <ul><li>20% increase in win rate due to proactive management of deals </li></ul><ul><li>Higher construction project ROI through better cost visibility </li></ul><ul><li>20% increase in sales productivity </li></ul><ul><li>Provider of fiber-based, high speed internet & secure WiFi services to commercial enterprises </li></ul>Internal use only
  19. 19. Travelex Swaps Siebel, Grows Global Revenue VALUE CHALLENGE SOLUTION <ul><li>Provides foreign exchange & international payment solutions </li></ul><ul><li>585 users on 5 continents </li></ul><ul><li>Costly Siebel implementation difficult to use & expand </li></ul><ul><li>“ Free” upgrade = $500K </li></ul><ul><li>No collaboration on key accounts across regions </li></ul><ul><li>Poor customer retention </li></ul><ul><li>Piloted to 50 users </li></ul><ul><li>Customized “US Dollar Watch List” </li></ul><ul><li>Consolidated Global View of Customers & Prospects </li></ul><ul><li>Robust case functionality and Service history integrated with Account Management </li></ul><ul><li>$250K increase to bottom line by increasing average fees per transaction </li></ul><ul><li>Coordinated approach to strategic accounts drove 105% revenue increase </li></ul><ul><li>Increased customer retention by 15% in first year </li></ul>Internal use only
  20. 20. Sales Effectiveness Internal use only
  21. 21. <ul><li>Library management information solutions </li></ul><ul><li> deployed in 3 languages & 4 currencies </li></ul>VALUE CHALLENGE SOLUTION <ul><li>Unique sales methodology </li></ul><ul><li>Declining sales due to flat market </li></ul><ul><li>Missed revenue targets 3 years running </li></ul><ul><li>Laborious, Excel-based SFA </li></ul><ul><li>Customized selling process integrated into Salesforce </li></ul><ul><li>Automated alerts on Top Deal status </li></ul><ul><li>Hierarchal dashboards & reporting </li></ul><ul><li>70% increase in win ratio </li></ul><ul><li>225% increase in new sales </li></ul><ul><li>Management visibility of global deal lifecycle </li></ul><ul><li>Eliminating “monthly scramble” increases rep selling time </li></ul>Internal use only Dynix Improves Win Rates with Custom Sales Methodology
  22. 22. VALUE <ul><li>33% forecast accuracy </li></ul><ul><li>Management isolated from actual sales performance </li></ul><ul><li>Inconsistent adoption of sales methodology </li></ul>CHALLENGE <ul><li>Customized Salesforce for TAS sales methodology </li></ul><ul><li>Role-based dashboards provide interval-based forecast visibility </li></ul><ul><li>Automated alerts by sales stage remind reps to input critical data </li></ul>SOLUTION <ul><li>85% forecast accuracy </li></ul><ul><li>High adoption of sales methodology </li></ul><ul><li>Improved data integrity </li></ul><ul><li>Management visibility of YOY sales, pipeline growth & trend analyses </li></ul><ul><li>On-demand, full service travel agency </li></ul>Internal use only Expedia Improves Forecast Visibility with Integrated Sales Methodology
  23. 23. Jackson National Life Lifts Sales Performance VALUE CHALLENGE <ul><li>“ Performance Plus” process deployed across all channels </li></ul><ul><li>Automated Activities sweep generates reports by LOB </li></ul><ul><li>Zip-code based Territory Management solution </li></ul><ul><li>Portfolio Profiles by territory </li></ul>SOLUTION <ul><li>Fixed Index & Variable Annuities Brokerage </li></ul><ul><li>500 users </li></ul><ul><li>Inconsistent performance in multi-level brokerage model </li></ul><ul><li>Could not manage territories to meet company revenue goals </li></ul><ul><li>Unable to identify & incent top producers </li></ul><ul><li>Improved performance management </li></ul><ul><li>Higher win rates </li></ul><ul><li>Sales activities up >50% in all divisions </li></ul><ul><li>Specialized campaigns retains “A Producers” by territory </li></ul>Internal use only
  24. 24. Stratus Technologies Dramatically Improve Sales Effectiveness VALUE CHALLENGE <ul><li>Robust forecasting and account management tools </li></ul><ul><li>Oracle integration syncs key business functions with every phase of Sales process </li></ul><ul><li>“ Stratus Instrument Panel” shares real-time Qualification-to-Fulfillment data across the Enterprise </li></ul>SOLUTION <ul><li>Manufacturer of fault-intolerant enterprise servers and provider of system integration & consulting services </li></ul><ul><li>Slow sales execution caused significant deal loss </li></ul><ul><li>Inaccurate forecasting forced numbers reconciliation, not business management </li></ul><ul><li>Inability to justify lead gen expenses against actual Sales revenue </li></ul><ul><li>Shortened lead conversion cycle by 97% </li></ul><ul><li>Higher close rates </li></ul><ul><li>Effective Execs – can focus on customers & pipeline growth </li></ul><ul><li>Increased lead gen through improved cost management </li></ul>Internal use only
  25. 25. Sybase Drives Selling Process Effectiveness VALUE <ul><li>Multiple methodologies, too many tools </li></ul><ul><li>Ineffective internal communications </li></ul><ul><li>Missed opportunities to cross-sell and upsell </li></ul><ul><li>No way to measure account penetration or profitability </li></ul>CHALLENGE <ul><li>Integrated Salesforce SFA and Miller Heiman methodology </li></ul><ul><li>Customizable Forecasting </li></ul>SOLUTION <ul><li>Increased visibility and adoption </li></ul><ul><li>Reduced administrative costs </li></ul><ul><li>Reduced forecast cycle times </li></ul><ul><li>Improved efficiency in managing Strategic Accounts to profitability </li></ul><ul><li>Software provider for managing and mobilizing information </li></ul><ul><li>700 Users, over 50 Countries </li></ul>Internal use only