Petit Déjeuner SunTseu & Marketo - Le Marketing de l'Engagement avec Marketo
Connecting Sales to Delivery - Clarizenmkt.clarizen.com/rs/clarizen/images/FINAL... ·...
Transcript of Connecting Sales to Delivery - Clarizenmkt.clarizen.com/rs/clarizen/images/FINAL... ·...
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Connecting Sales to Delivery: Optimize Services Delivery
with Clarizen’s Salesforce Integration
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Featuring:
Alexander Gorman Sr. Professional Services Consultant
Clarizen
Jim Hickey Director of Customer Success
Marketo
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Value Proposition
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Customer Engagement Lifecycle Example Automate the Handoffs between Sales & Execution
LEAD
CUSTOMER SUPPORT MARKETING
PROFESSIONAL SERVICES SALES
ONBOARDING
SERVICE LEAD
OPP
CLOSE
4
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Customer Engagement Lifecycle Example Automate the Handoffs between Sales & Execution
LEAD
CUSTOMER SUPPORT MARKETING
PROFESSIONAL SERVICES SALES
ONBOARDING
SERVICE LEAD
OPP
CLOSE
5
INEFFICIENCY
EXTERNAL STAKEHOLDER
DEPARTMENT
Prospect Knowledge Interaction History
• Concerns • Risks • Recommendations
• Process details • Documentation • Customization &
work arounds
• Lead contacts • Upsell & cross-sell needs • Customer experience context • New buying centers
AGENCIES CONTRACTORS
• Schedules • Capacity • Budgets • Assets
PROSPECTS • Forecasting
Sales efficiency
IMPLEMENTERS
CHAMPIONS
• Decision context
• Red flags • Effort
duplication • Capacity
USERS
• Training needs • Complaints • Innovation opportunities
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Customer Engagement Lifecycle Example Automate Data Between Salesforce and Clarizen
LEAD
CUSTOMER SUPPORT MARKETING
PROFESSIONAL SERVICES SALES
ONBOARDING
SERVICE LEAD
OPP
CLOSE
6
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Customer Engagement Lifecycle Example Automate Data Between Salesforce and Clarizen
LEAD
CUSTOMER SUPPORT MARKETING
PROFESSIONAL SERVICES SALES
ONBOARDING
SERVICE LEAD
OPP
CLOSE
7
! Customers ! Opportunities ! Project Status ! Activities ! Cases ! Discussions
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Key Benefit Sales Automation
! Better forecasting capabilities with automatic creation of projects from opportunities
! Allows professional services and customer success teams to view
their upcoming pipeline, prioritize and make decisions that better impact the business bottom line
! KPI measurement for success: Resource utilization • Ensuring that the right people are staffed on the right projects bringing
more projects to successful completion
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Key Benefit Execution Updates in Sales Tool
! Real-time updates on project progress directly in Salesforce
! Account executives have the ability to take action on customer updates and accounting, • Full visibility into customer revenue recognition stream via milestones/
work packages process and progress
! KPI measurement for success: Customer satisfaction • Account executives gain visibility into project execution/onboarding
progress and can react, thereby increasing customer satisfaction
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Key Benefit Real-time Team Collaboration
! Account executives and execution teams can seamlessly collaborate and react to changes in real-time • Does not require Dual Licenses!
! Professional services and customer success teams can instantly alert account executives to new opportunities based on past experiences
! KPI measurement for success: Increase sales • Cross system collaboration allows for improved sales operation with the
added value of scoping out new opportunities. • Internal to Clarizen — CS/PS open Opps for expansion -->drive back to
the AM
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Key Benefits Recap
! Sales automation • Seamlessly trigger PS projects from Salesforce
! PS execution updates Sales
• Reports & Dashboards • Individual Project Status and Details
! Real-time collaboration • SFDC Chatter <-> Clarizen Social
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Use Case: Marketo
© 2013 Marketo, Inc. Marketo Proprietary and Confiden:al
Jim Hickey Director, Customer Success [email protected]
• Joined Marketo in 2009 • Leads Customer Success Operations • 15+ years in Project & Account Management • Clarizen customer since 2010 • Enjoys skiing and West Coast IPAs
Page 14 © 2013 Marketo, Inc. Marketo Proprietary and Confiden:al
Leader in cloud-‐based marke(ng so.ware >3,000 customers in 36 countries >190 ecosystem partners
>40,000 Marke:ng Na:on community members
>700 employees in U.S., Europe, Australia, Japan, Israel
Marketo Fast Facts
(MKTO)
Page 15 © 2013 Marketo, Inc. Marketo Proprietary and Confiden:al
Customer Success Operations
Customer Success Operations
Support
Professional Services
Education
Account Management
Optimize delivery of services and training through better process, systems and tools: • Promote visibility across business lines • Alignment of processes and tools • Empower & train workforce
• People • Process • Tools
Page 16 © 2013 Marketo, Inc. Marketo Proprietary and Confiden:al
Marketo Professional Services & Education
Enterprise PS
Corporate PS
Education
• 900+ active “Launch Packs” • 90 days (10-40 hours) • 1 Marketo Consultant to Customer team • Virtual/Onsite • Packaged/Repeatable
• 50+ projects • Custom Project(s) • Global Deployments • 6 months to 1 year • Complex & Strategic • 5-10 Consultants • Onsite
• Private/Group • Classroom/Virtual • 10+ trainers
• Staffing/Coordination • Delivery • Invoicing • Revenue Reporting
Page 17 © 2013 Marketo, Inc. Marketo Proprietary and Confiden:al
Clarizen-SFDC Key Benefits
• Sales Order Integra:on with projects • Onboarding & adop:on visibility • Forecas:ng/Staffing • Opera:ons & PorWolio Management • Customer Reten:on Strong CRM-PSA Integration is vital for Marketo!
Page 18 © 2013 Marketo, Inc. Marketo Proprietary and Confiden:al
Sales Order to Project
SFDC Opportunity • Customer/Deal Info
Launch Pack
Custom SOW
Subscriptions
Services Packages
Education Courses
Support
Pro
duct
s
Clarizen Master Project • Customer/Deal Info
Launch Pack
Custom SOW
Service Package
Education Courses
Sub-P
rojects
5 to 10 products per Sales Order
• Project Manager • Expirations • Delivery Rules
Account Executive Project Manager(s)
Page 19 © 2013 Marketo, Inc. Marketo Proprietary and Confiden:al
Reporting/Visibility
Page 20 © 2013 Marketo, Inc. Marketo Proprietary and Confiden:al
Collaboration • Success & Sales Collabora:on
Update from Sales to PS
PS Update to Sales, Support and Success
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Customer Retention
Gainsight Score Card
Project Health from Clarizen
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Visibility
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Future
• Clarizen Intacct Integra:on • Clarizen-‐SFDC Integra:on V3
• Products • Cha^er integra:on
• Advanced Repor:ng with Tableau • Forecast Staffing
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Demonstration
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Clarizen Integration Tab
! Authenticate connect Salesforce to your Clarizen organization
! Choose Sync Times
determine when SFDC and Clarizen sync ! Object Mappings
determine how existing Salesforce records sync with Clarizen ! Object Events (aka Triggers)
set the criteria to create new items
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Under the Hood – Event PT I
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Under the Hood – Event PT II
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Under the Hood – Event PT III
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Additional Help: Help.clarizen.com SFDC Integration Installation Guide Trigger & Mappings Guide
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Thank You
Jim Hickey [email protected]
www.marketo.com
Alex Gorman [email protected]
www.clarizen.com