From Good to Great: Sales Cloud Best Practices

Sean Alpert

Director, Product Marketing

salpert@salesforce.com

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Benefits of Multi-Tenant Cloud Computing:

EnterpriseCloud Computing

Fast Easy Open Flexible Trusted

No Hardware

No Software

Automatic Upgrades

Subscription Model

Any Device

Data Portability

Transparency

Real-time Status

App Marketplace

Extensible

Grow Your Business Along Every Major Metric

Average Percentage Improvements Reported by CustomersSource: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected.  Response sizes per question vary.

LeadConversion

+38%

SalesProductivity

+36%ForecastAccuracy

+45%

WinRate

+26% +28%Sales

We’re long-time Sales Cloud users, and we’re happy with our results. But we want to do even better – what’s next?

What are other companies in my industry doing to optimise their processes and maximise adoption?

What are the best practices for metrics, dashboards, and reports?

How do we get started?

“How Can I Get These Results?”

4 Steps to Superior Success

Deploy Basic CRM

• Define common entities• Import clean data• Think mobile first• Create center of excellence

• Customise your org• Connect your reps• Enrich lead data• Manage basic forecasts

• Integrate all sales functions• Coach your reps• Integrate backend apps• Add other sales roles

• Add marketing automation• Integrate customer service• Create holistic sales

experiences• Connect your products and

services

Implement Best Practices Optimise ProcessesLead the

Transformation

Define Common Entities to Create Alignment

Lead

Contact

Account

Opportunity

Tasks

Activities

One View of the CustomerBasic Objects

Account Team

Contact Info

Company Info

Address

Discovery Questions

Activity History

Campaign History

Partner Info

Documents

Products

Import Clean Data from the Very Beginning

Databases

Documents

Business Cards

Very Clean Spreadsheet or

Data Table

cause of CRM failure is bad data

Lost revenue due to bad data

(Source: Gartner, CFO Advisory: Data Quality Overview, 7.29.2011)

Create Center of Excellence to Adapt to Change

Get executive buy-in early

Meet with key stakeholders on a regular basis

Monitor sales team’s use and adjust for new business opportunities

Success doesn’t happen automatically after launch!

Sales Marketing Finance IT

Implement Your Unique App

Custom Objects/Fields

ProductsCompetition

Risk Assessments“Out of Date”Client Plan

Custom Apps

ContractsAgreements

InvoicesOrders

Lead Collection

Enable Your Reps to Sell as a Team

Top Ten Ways to Use Chatter

1. Connect with product experts2. Create competitive war rooms3. Easily share large files4. Collaborate with remote employees5. Prepare for sales presentations6. Manage team projects7. Discuss confidential topics8. Get answers9. Share important info with coworkers10. Solve customer issues

Enrich Lead Information with Data.comKeep Reps Focused on Selling, Not Searching

Automatically clean accounts and contacts

Enrich accounts with D&B profiles

Cross-sell & up-sell with account linkages and hierarchies

Get real-time updates and alerts

Manage Basic Forecasting

“If it’s not in Salesforce, it doesn’t exist”

Update your forecasts on time

Keep opportunities up-to-date

Make adjustments in the app

Top Forecasting Tips

Set up Core Dashboards and Reports

5 Tips for Dashboards

1. Follow gauges for top 3 metrics

2. Chatter charts to drive discussion

3. Track opportunity funnel

4. Use sales leaderboards

5. Track activity and inactivity

Integrate all your Sales Functions with AppExchange Apps

2,200+ cloud & mobile apps

Solutions for every business requirement

Fast and simple access

Transform Your Business with Powerful Apps

Contracts ∙ Incentive Compensation ∙ Quotes ∙ Orders ∙

Territory Management ∙ Partner Management ∙ Sales

Intelligence ∙ Electronic Signature ∙ Sales Performance

Coach Your Sales Reps to Success with Work.com

Use metrics for coaching sessions

Track shared goals

Give recognition and real rewards

Make all of Your Reps “A” Players

Arm Your Salespeople with Your Company’s Unique Data

Unlock value of your current investments

Use ERP data where people work: Sales Cloud

Automate sales processes and workflows

Extend your sales process to meet your needs

ERP AnySystem

Integrate Your Backend Sales Systems

Roll Out Sales Cloud to Additional Sales Roles

Inside SalesSales

EngineersSales

OperationsLegal /

Contracts

Empower Marketing to Improve Your Sales Pipeline

Create landing pages and targeted emails

Identify the best leads faster with lead scoring

Accurately attribute each lead to campaigns

Drive more qualified leads with segmenting and personalised content

Create a Better Pipeline of Quality Leads

Integrate Service to Get a 360 View of Your Customer

Maintain better customer relationships through great service

Empower customers to help themselves

Know about critical cases before entering a customer meeting

Enable easier maintenance and renewals

Create satisfied, loyal customers

Create a Holistic Experience for Your SalespeopleCRM is not just a reporting tool

Customer Orders Digital Sales Aid Sales Resource Center

Connect Your Customers with Your Products and Services

4 Steps to Superior Success

Deploy Basic CRM

• Define common entities• Import clean data• Think mobile first• Create center of excellence

• Customise your org• Connect your reps• Enrich lead data• Manage basic forecasts

• Integrate all sales functions• Coach your reps• Integrate backend apps• Add other sales roles

• Add marketing automation• Integrate customer service• Create holistic sales

experiences• Connect your products and

services

Implement Best Practices Optimise ProcessesLead the

Transformation