The document discusses lessons learned from dashboard experts at salesforce.com on creating effective dashboards. It outlines a 5 step process for dashboard success: 1) identify the project, 2) define goals and key metrics, 3) socialize the dashboard concept, 4) build and refine the dashboard, and 5) maintain and keep the dashboard fresh. Tips are provided around visualization techniques, maintenance best practices, and gaining stakeholder buy-in for dashboard initiatives. A case study of a client's implementation highlights benefits like improved visibility, productivity, and decision making.

1. Manage What You Measure: Lessons from Dashboard Pros Chris Hoffmann , Triple Tree Lynne Zaledonis, salesforce.com Todd Janzen, salesforce.com Scott Jorgensen, salesforce.com Advanced PE System Administrators

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3. Look Familiar?

4. Agenda Why and when you want a dashboard 5 steps to dashboard success Case study: Motivating Reps (Triple Tree) Tips and tricks for success Takeaways Q & A

5. Why and When You Want a Dashboard Drive specific behavior Provide a tool to manage a process Communicate what needs to be tuned/fixed/broken Celebrate achievements Drive executive support for salesforce.com Note TDWI recently summarized in their recent dashboard and scorecard survey , they help organizations communicate strategy, monitor and adjust the execution of strategy, and deliver insights to all. Judith Hurwitz also did a survey on marketing dashboards that not surprisingly rated improved decision making as the number one ben efit

6. 5 Steps to Dashboard Success 2 Define Goals & Key Metrics 4 3 “ Socialize-it” Build & Refine 5 Maintain & Keep it Fresh 1 Identify Project

7. 5 Steps to Dashboard Success: Step 1 Identify Project What is management trying to accomplish? Types of Projects: Short-lived (Finite End Date) Long Term (Continuous Process with possible small milestones) Examples of Projects: Penetrating new markets New product release Marketing initiative Improving customer support Data quality

8. 5 Steps to Dashboard Success: Step 2 Measure & Define Goals What do you want to measure? Figure out signs of success Indicators of potential failure How will you know when the goal is reached? How do you visualize the project? What processes need to be put in place? Note A great idea is to get the stakeholders in a room and outline your goals on a whiteboard

9. 5 Steps to Dashboard Success: Step 3 “ Socialize-it” Get buy-in from management and team Go back to the drawing board if you hit any snags Note Shop idea around formally and informally to managers and any key players who might have missed the meeting. Stop people at the water cooler or grab lunch to discuss the initiative to make sure you get the buy-in from everyone.

10. 5 Steps to Dashboard Success: Step 4 Build & Refine Create reports that represent your goals Create folder to contain all of your reports for this dashboard Create new dashboard with new project reports Preview and adjust reports and dashboard layout Note Browse for success first…www.appexchange Ex: Original dashboard displayed full names of reps which crowded the graph, making it hard to read. Refine dashboard to show aliases for a more legible graph. Also, make sure data is available

11. 5 Steps to Dashboard Success: Step 5 Maintain & Keep it Fresh Report Maintenance As data grows, make sure dashboard and reports still make sense. Continue to manage to your dashboard Bring up in team meetings, quarterly reviews etc. Reward and recognize milestones from dashboard Note If no one has refreshed a dashboard in 90 days, get rid of it! Keep checking your dashboards for usability. Ex: If the sales team grows from 10 to 40, adjust the dashboard to only capture the top 10 reps.

12. Chris Hoffmann Senior Principal & Research Director [email_address]

13. TripleTree -- Introduction INDUSTRY: Investment Banking EMPLOYEES: 25 GEOGRAPHY: North America PRODUCT(S) USED: SFA, Campaigns, (2) Custom Tabs # USERS: 25 Merger and Acquisition Capital Formation Recapitalizations Strategic Advisory PERSONAL: 18 yr tech veteran; IBM, GE Capital, Gartner, two startups, long time SFDC admin.

14. TripleTree – Key Challenges Technology Challenge Disparate systems Remote support issues Business Process and IT disconnect Redundant work product Inefficient sales and marketing collaboration Management disconnected from data Business Challenge Disparate processes No common “language” Poor visibility into key metrics

15. TripleTree – Solution Approach How did we address the challenges? Process Flow Diagram Sales / Campaigns Fulfillment Research Map links to other systems Some still manual, but process is streamlined Capital IQ RSS Feeds Custom Tabs – Recognized the need early “ Programs” “ ValueTracker” Professional Edition 3 user trial for 2 weeks 25 user roll out AppExchange tool required Outside partner on Campaigns 84% Usage Productivity Efficiency – Research and Fulfillment Effectiveness – Sales Operations DEPLOYMENT DETAILS

16. TripleTree – Sales Process Prospects

17. Solution Summary: Sales Operations Department: Sales Operations # Users: 5 Key Requirements Drive and manage inbound deal flow Primary Tabs: Campaigns & Opportunities Key Benefits Build leads through Campaigns Notable Metric: New $1M deal

18. TripleTree – Research Process SOFTWARE AS A SERVICE UPDATE Q3:2006

19. Solution Summary: Research Operations # Users: 5 Key Requirements Company database News, M&A, Capital Primary Tab: Accounts Key Benefits Better productivity Communication clarity Notable Metric: Collaboration improvements n

20. TripleTree – Fulfillment Process

21. Solution Summary – Fulfillment Operations

22. TripleTree – Results Team Connectivity Issues - Eliminated Team collaboration – On Sales, Fulfillment and Research Revenue Visibility for Partners – via Dashboards Campaign Accuracy – A coordinated process leveraging an external partner on targeted market sectors All monitored via Dashboards!! More Productive research and fulfillment team Better Informed Senior Leadership New Key Activity : Driving Meetings with Salesforce.com

23. Summary Map your processes Design training to be “Sesame Street Simple” to drive adoption Drive meetings with Salesforce.com Be ready early-on to make modifications to fit processes and tasks missed during planning.

24. Tips and Tricks for Success Setup Tips Make the dashboard component readable Use titles and footers Organize columns by content Report should be readable upon drill down Use role definitions instead of user names

25. Tips and Tricks for Success Setup Tips Use the proper type of report for the dashboard Table, Metric or Gauge = Summary Report Chart with one grouping = Summary Report Chart with Grouped or Stacked output = Matrix Use the proper type of dashboard component for the metric Chart Table Metric Gauge Note Tabular Reports cannot be displayed on the dashboard

26. Tips and Tricks for Success: Charts Charts Useful for showing any comparative data Bar charts, stacked bar charts, pie charts, lines Examples Sales rep pipeline comparison Period comparison of sales numbers/cases/activities Daily historical sales comparison Case creation over past months

27. Tips and Tricks for Success: Table Table Useful for showing top or bottom performers Use color coding to determine problem areas at a glance Examples Sales rep leaderboards Dashboards of ‘shame’ High priority deals that need executive attention

28. Metric Useful for stacking disparate metrics together in one view Great to tack on to another dashboard panel to display a completely different number Examples Show number of cases open, number of opportunities open, number of anything Show total committed sales number over the QTD number Tips and Tricks for Success: Metric Note Don’t use header/footer when you want the ‘stacked’ look. Also, re-purpose reports for dashboards, 1 report saved 20 different ways

29. Tips and Tricks for Success: Gauge Gauge Useful for analyzing performance for a specific time period (actual vs. target this month) Examples Number of closed sales vs. the targeted close number Number of campaign responses for an event

30. Tips and Tricks for Success Maintenance Tips For best performance use the equals operator If that doesn't work then use greater than / less than. &quot;contains&quot; casts the widest net, but is the least efficient. Rolling calendar TODAY, TOMORROW, YESTERDAY, THIS WEEK, NEXT WEEK, LAST WEEK, THIS YEAR, NEXT YEAR, LAST YEAR, NEXT <number> DAYS, and LAST <number> DAYS. Note Dates on report should be rolling like next 90 days, THIS MONTH, etc. This ensures the report is always fresh.

31. Tips and Tricks for Success Maintenance Tips For best performance filter by Alias, not Name A name search queries two fields whereas alias only searches one. Create better groupings (aka bands, segments) using custom formula fields IF({!Employees} = 0, &quot;&quot;, IF({!Employees} <50, &quot;Tier 1&quot;, IF({!Employees} <= 200, &quot;Tier 2&quot;, IF({!Employees} <=500, &quot;Tier 3&quot;, IF( {!Employees} <= 1,000, &quot;Tier 4&quot;, &quot;Tier 5&quot;)))))

32. Tips and Tricks for Success Strategy Roll out timing based on another activity. Leverage the momentum of another milestone in this business process. Did you know? Image Fields work on Reports. How to email it Pre-built Dashboards on the AppExchange S-Controls can be used in a dashboards (Winter 07)

33. Tips and Tricks for Success

34. Chris Hoffmann Sr. Principal and Research Director Scott Jorgensen Sales Engineer Manager Lynne Zaledonis Sales Engineer QUESTION & ANSWER SESSION Todd Janzen Sales Engineer

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