The document discusses best practices for using Salesforce to improve sales performance. It recommends defining top metrics for high-performing sales reps, analyzing reps' data to identify strengths and weaknesses, and using reports and dashboards to provide transparency and drive better behaviors. A customer case study shows how one company isolated key metrics, compared reps, and saw improved focus, sales, and cross-selling through increased data-driven management in Salesforce.

1. Photocopy Your Best Katrina Perano, Sungard Data Systems Carman Chan, Salesforce.com Sales: Operations & Performance

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3. Agenda Key Findings from Sales Organizations Steps to Photocopying your Best Customer Showcase: Citysearch Katrina Perano, Sungard Data Systems Recap & Summary Q&A with Speakers

4. Key Findings What are the top 3 objectives in 2007 for sales management? #1 - Increase Revenues – 64% #2 – Increase Sales Effectiveness – 56.1% #3 – Increase Market Share – 36.1% Survey Demographics 1300 professionals directly managing a sales organization Multiple industries, different geography & varying company size Topic: Challenges impacting sales performance today Identical top objectives for past 3 years - TREND Source: CSO Insights, Sales Performance Optimization, 2007 Survey Results and Analysis

5. Steps to Photocopying your Best Increase your revenues by achieving peak Sales Team performance How to photocopy your best? Step 1: Definition of an outstanding sales rep Step 2: Identify key metrics Step 3: Interpret the data Step 4: Share the data Step 5: Drive behaviour change with the data Salesforce.com is the source for managing and driving this change

6. All About Citysearch INDUSTRY : Online EMPLOYEES : 4,500 GEOGRAPHY : United States # USERS : 350 PRODUCT(S) USED : Enterprise Edition Citysearch is a leading online lifestyle guide with information on businesses, from restaurants and spas, to hotels and retail. Citysearch helps people make informed decisions about where to spend their time and money by delivering trusted content – Citysearch currently reaches over 20 million consumers nationwide and was recently recognized by Time Magazine as “One of the Top 25 Sites We Can’t Live Without!”

7. Key Challenges Shifting Sales Objectives & New Direction Growing Sales Organization & Expansion Understanding Current Behavior Defining Training & Areas of Focus Slow Ramp Time For New Hires (60-90 days) “ The Formula”

8. Defining & Recreating “The Best” “ The Formula” Desired Sales Team Performance – Where do we want to be? Current Sales Team Performance – Where are we? Activity – How often are they “trying” to sell? Number New Opportunities “Won” – How many do they sell? Selling Price – How much are those Opportunities worth? Industry – Where are they coming from?

9. Ready, Set, GO! Where did we start? Historical Performances & Reporting Compare Metrics of “A” Players vs. “B” and “C” Players Isolate Areas of Opportunity Reports & Dashboards By Rep, By Market, By Region

10. Ready, Set, GO! What next? Hiring Profile Training Improvements Strategy Personalize individual reports, dashboards & development

11. What were the results? Clear expectations & direction Better Training & Focus New Hire Ramp Time Decreased “ Cross Pollination” Improved Direction & Performance In Expansion Markets Increased Income

12. Key Take-Aways Isolate your Key Metrics as a Sales Manager Define your “Top Performers” Own the Process Build the reports and dashboards Be a “Scientist”

13. Katrina Perano Marketing Operations, EMEA & APAC

14. SunGard Data Systems Global leader in integrated software and IT Services 25k customers in over 50 countries including the world's 50 largest financial services companies Supply solutions to the financial services industry, higher education and the public sector Provide solutions to information dependant enterprises of all types to maintain the continuity of their business through information availability services Privately Owned Company Annual revenue of $4 billion Global infrastructure spanning 50+ business units INDUSTRY: Software & IT Services EMPLOYEES: 16000 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support, 3 AppExchange Applications # USERS: 1000+

15. What Defines a Best Sales Rep? Uses SFDC to manage their pipeline not only to satisfy management, i.e.: Has key reports to know what deals to focus on – big deals, deals closing this month, new hot leads Integrates with Outlook/Notes to prioritize daily activities and have account details at his fingertips Quick to log notes after meetings Logs in daily! Uses SFDC as a resource and “wears their SunGard hat”, i.e.: Leverages key data and reports to know… What SunGard products does the account own? Who is currently meeting with this account? Is this a Global (GAM) account? Is there a cross-sell opportunity?

16. What are the Key Metrics? Performance Sales closed this FQ/YTD versus quota Pipeline forecast Cross-sell referrals Adoption Open opps with expired close dates Early stage opps with close dates this FQ New business opps created at a late stage Late stage deals with no amount *Adoption metrics sent monthly to BU Executives

17. Focus on Activity Data The progress (or lack of progress) of a deal should be evident in the activities Activity best practices: Use Log a Call for client meetings, calls, demos and proposals, mandatory for GAM accounts and cross-sell referrals Provide a short summary of the next milestone in Next Steps Leverage Outlook/Notes Edition to associate calendar entries and emails to opportunities * Reports used for weekly sales calls include Next Steps and Activity History

18. What Does the Data Mean? Collaboration – easy to identify cross-sell and solution sell opportunities, “One face to our customers” Communication – management can always report on the pipeline and forecast Efficiency – easy to identify where your focus should be and leverage the resources on SFDC for execution Awareness – competitor’s strengths and weaknesses become obvious allowing for better product focus and marketing

19. How to View the Data - Reports “ My” Quick Reports – links on the homepage to key reports Business Unit Report Folders – sales team reports show you where you are compared to the team and always know what management is seeing so no surprises on weekly sales calls

20. How to View the Data - Dashboards Sales Team Dashboard

21. How to View the Data - Dashboards Adoption Dashboard

22. How to View the Data - Dashboards Cross-Sell Referral Dashboard

23. How to Use the Data to Drive Behavior Only use SFDC reports to run weekly sales calls “If it’s not in SFDC it doesn’t exist.” Display individual sales performance on team dashboards Use SFDC to drive commissions Enforce adoption metrics through executive support

24. Key Take-Aways By in by Senior Executives Make SFDC a Resource Know what you want defined i.e. what is the important information Create Mandatory fields Flexible Keep requirements simple Involve Sales Managers in the process

25. Summary & Recap Applicable for new hires and existing sales reps Develop a “formula” Increase collaboration & cross selling opportunities Use reports and dashboards Sales Management Involvement is Key

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27. Questions & Answers Katrina Perano Marketing Operations, EMEA & APAC Carman Chan Customer Success Manager