Salesforce'com Best Practices Getting Started Introduction to Salesforce'com

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Salesforce.com Best PracticesGetting
StartedIntroduction to Salesforce.com

• Nigel Young
• Customer Success Manager

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Agenda

• Presentation Goal
• Introduction to Customer Success Program
• Common Customer Challenges
• Best Practices for a Successful Implementation
• Leveraging Your Salesforce.com Resources
• Questions Answers

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Customer Success Program
Customer Success Program
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Customer Success Program

• Best Practice Center
• Exclusive library of on-demand resources with new
  material added each month
• Tools to help assess your CRM rollout
• Best practice recommendations based to your
  specific stage
• Local User Groups
• Customer Success Manager
• Consultative advice on how best to use the
  application
• Daily best practice workshops

http//www.successforce.com
CRM Coach
Customer
Visit www.successforce.com and download the new
Salesforce Rollout Guide!
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Common Customer Challenges
Common Customer Challenges
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Common Customer Challenges

• Strategic Vision
• Clear understanding of business goals and
  objectives
• Process
• A methodology for customizing and aligning
  salesforce.com with your strategic vision
• Sharing
• A communication plan to introduce, reinforce and
  improve use of the application
• Metrics
• Methods to measure whether you have achieved your
  goals

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Why Customers are using Salesforce.com
Understand the value proposition

• Gain better understanding and responsiveness to
  the opportunities presented by your customers.
• Drive collaboration across the organization and
  with customers for improved business
  efficiencies.
• Provide a scalable infrastructure to support the
  needs of a rapidly growing company.

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Best Practices for a Successful Implementation
Best Practices for a Successful Implementation
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Getting Started

• Successforce.com
• Salesforce Rollout Guide
• Browse by Role
• Training Fundamentals
• Admin Workshop Training
• 5 day Enterprise Edition
• 3 day Professional Edition
• Professional Services
• Expertise based on hundreds of implementations
• Local partners

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Build Your Project Team

• Champion / Executive Sponsor
• Rallying support and resources
• Brings it back to business value
• Steering Committee
• Representation from end users, managers, and
  executives
• Administrator
• Does not need to be technically focused
• Important they understand your business processes

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Document Requirements

• Users and roles
• Processes
• Fields
• Reports
• Prioritize features based on needs
• Identify common pain
• The rule of 5s

Picklist Values Competitor A Competitor
B Competitor C
1. Accounts
Import Data
2. Contacts
3. Opportunities
Pipeline Report Acct -- Rep
4. Cases
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Customize Salesforce.com

• Keep it simple
• of fields per page
• Organized page layout
• Standardize information
• Picklists
• Naming conventions
• Match your business processes
• Sales stages
• Assignment, Workflow rules

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Importing Data

• Import Wizard for contacts, accounts, leads,
  solutions and custom objects
• Advanced data migration through the API
• Data migration services
• Excel Connector
• Data Loader (Enterprise only)
• Clean your data first

Garbage in, garbage out!
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Expand Into Advanced Areas

• Custom Formula Fields
• Website Integration
• Custom Objects, Tabs Apps
• Desktop Integration
• ERP Integration
• Mobile CRM

Salesforce Rollout Guide Expand Into Advanced
Areas
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AppExchange

• Extend functionality with partner and Salesforce
  apps
• Robust applications, tools and utilities
  already developed and integrated with Salesforce

www.appexchange.com SALES MARKETING SERVICE
SUPPORT ANALYTICS TOOLS UTILITIES FINANCE
ADMINISTRATION HUMAN RESOURCES and more
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Building Internal Support

• Share and promote the value proposition at all
  levels
• Executive Sponsorship From the Corner Office
• Champions at the user/field level (Sales, Support
  and Marketing reps)
• Develop a Training Program
• Online training always available Get the Basics
• Company Specific Training
• 10 Things to do Everyday
• Field Glossary/Data Dictionary
• Testing - A Day in the Life Scenarios (all
  users)
• Gather Ongoing Feedback
• Solicit user feedback to drive additional
  functionality and promote ownership

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Leveraging Salesforce.com Resources
Leveraging Salesforce.com Resources
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The Salesforce.com Idea Exchange

• Integrated with successforce.com
• Enables ongoing dialogue with Product Managers
• Peer validation of customer ideas
• Customer success through workarounds and partner
  solutions
• High-level roadmap info
• Public read-only, but login required to
  post/comment/vote

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Where to Find Help

• Salesforce.com
• Help and Training
• Online Training
• Tip Sheets
• Solutions Database
• Case Creation and Management

Live Help Basic Support [phone] ext.7
Premium Support Professional Services
Customer Success Manager

• Successforce.com
• Best Practices
• Presentations, FAQs, Updates
• Community
• User groups
• Idea Exchange
• City Tours, Dreamforce

Help me, Help you
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Salesforce.com Training, Service and Support

• Training
• 3 and 5 Day Administrator Workshops for PE and EE
  respectively
• 1 Day AppExchange Advanced Data Migration
• 2 Day AppExchange Mobile Console Workshop
• 5 Day AppExchange Laboratory
• Custom Offerings (On site, Train-the-trainer, Web
  based)
• Services
• Quick Start Assist/Optimize
• Success Pack
• Application Integration
• Data Management Services
• Custom Development and Integration
• Project Management
• Partner Portal
• Premier Support
• Premiur Support
• Premier Support with Administration

http//www.salesforce.com/trainingsupport/
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Thank you!
WWW.SUCCESSFORCE.COM
Thank You!