Presentation given to Advocis Ottawa in August 2008 on CRM solutions for the financial advisor.

1. CRM FOR THE FINANCIAL ADVISOR
Nik Panter, xLerate

2. CRM AND CRM APPLICATIONS – WHAT IS IT ALL ABOUT?
What Is CRM?
CRM stands for Customer Relationship Management
• Track calls, emails and meetings with clients.
• Retain relevant information about your clients (not just their contact information…real information).
• Manage and handle prospects for your business.
• Administer email and marketing efforts.
• CRM is not a technology – it is a process or method to assist you!
What do CRM Applications Do?
Assists you in your customer management.
Allows you quick and easy access to important
customer information, quickly and efficiently.
Grows as your business and process grow.
Uses other technologies (Internet, Email, Mobile
computing) seamlessly to assist your business.
Key CRM Functions
Contact, Client and Account Management.
Opportunity (Revenue generating) Management.
Lead (Prospect) Management.
Activity (Calls, Emails) and Event (Meeting)
Management.
Reporting and Graphical output.

3. CRM AND CRM APPLICATIONS – DIFFERENT STYLES
What kind of CRM do I need?
Two main style of CRM applications exist today. Same function, much different in
supply and benefit…
On Premise CRM Applications On Demand CRM Applications
Applications come on a CD, and you install on your No software – application is available online. With
computer, laptop, etc. an Internet connection, you have the ability to log
Pay for once, and use as long as required (typically in to your CRM.
paying for upgrades, and completing the action Annual charge, no need for a large payment up
yourself).
front.
Other functionality, such as web forms, mobile
Grows as you do – integrates as you require.
computing, email functionality requires servers,
firewalls, etc. IT core functions (upgrades, availability, security)
managed by the application vendor, not you.
As you grow, so does your need and reliability on
IT teams (Client‐Server networks, security, email) Strong integration possibilities with other Internet
services (Google, Yahoo!, Industry information
On‐Premise CRM Applications sites)
Act! By Sage
Goldmine The Number One On‐Demand Application
Outlook
Sage CRM SalesLogix
Siebel

4. SALESFORCE – WHAT IS INCLUDED?
Salesforce Overview
What is Salesforce…
Another CRM Application.
Available On‐Demand – no software required.
Used by over 47,700 Companies and over 1 Million Users.
Allow contact and opportunity management like others.
AppExchange – 800 add‐ons (The iTunes of CRM).
Highest industry security rating available.
Bang for your buck …
3 to 4 major releases per year, with an average of 100 new
features per release.
4 versions, to fit your budget and requirement.
Ideas.salesforce.com – open community to vote on new ideas.
A foundation for new releases made by Salesforce developers.
Trust.salesforce.com – open availability chart to public.
What is So Different about Salesforce?
Opened in 1999, by Mark Benioff (Oracle Vice‐President)
Bought a book on Amazon…
Asked “Why can’t CRM be that easy?”

5. SALESFORCE – WHO USES IT?
Customers of Salesforce.com

6. SALESFORCE – DEMONSTRATION
Salesforce Demonstration
Demonstration
Tracking Your Clients
Emailing
Compliance / Deep Knowledge of Your Clients
Extending Salesforce

7. SALESFORCE – QUESTIONS?

8. Further questions:
Email: nik@xlerate.ca
Phone: 613.424.9235
Are You Ready to Accelerate Your Salesforce?

9. SALESFORCE TRAINING
Nik Panter, xLerate

10. SALESFORCE TRAINING ‐ OUTLINE
Outline
Section 1 – Salesforce Overview
Section 2 – The Home Page
Section 3 – Record Tabs
Section 4 – Activities
Section 5 – Reports and Documents

11. SECTION 1 – SALESFORCE OVERVIEW

12. SALESFORCE ‐ INTRODUCTION
Introductions
Salesforce
• We’ll hear about it very soon.
xLerate
• Begun in May 2008.
• Based in Ottawa, Ontario. Developers in Bay Area, California.
• Centered around three main points:
• Salesforce is a leader in CRM technologies, and as such, is what we exclusively centre on.
• Clients are the same, no matter what size – as such, as two person company should receive the
same level of expertise, care and concern as a multinational company.
• Our main goal – absolute client satisfaction.
• Since inception, we have helped implement 11 companies on Salesforce, with a 5.0 satisfaction rating!
Nik Panter
• Founder of xLerate.
• Level Two certified Salesforce consultant, with specialization certifications in Salesforce Automation,
Partner Relationship Management and Mobile.
• Eight years of CRM experience, with experience and certifications in:
• Sage CRM SalesLogix
• Microsoft CRM
• SuperOffice

13. SALESFORCE TRAINING ‐ INTRODUCTION
Salesforce is the world’s leading On‐Demand CRM Application

14. SALESFORCE TRAINING ‐ BENEFITS
Salesforce ‐ Benefits
Benefits of Salesforce
• Ease of Use
• Flexibility
• Customizable
• Employee, Client and Partner collaboration through one tool.
• Reports that are up to date, and easy to access (and create!)
• Anywhere availability

15. SALESFORCE TRAINING – LOGGING IN
Salesforce – Logging In
Logging in can be done from anywhere in the world – all you need is a mobile device or an
Internet connection.

16. SECTION 2 – THE HOME PAGE

17. SALESFORCE TRAINING – THE HOME PAGE

18. SALESFORCE TRAINING ‐ SEARCHING
The Home Page ‐ Searching
Searching is an integral part of Salesforce.
Without having a way to easily search for
information, the system is useless.
Salesforce search will look throughout the
system for what you type in the search field.
Advanced search will allow you to determine
which objects are searched on (Accounts and
Properties, but not contacts.
Tips:
•Use the * key to match more than one character (ie Hurl*)
•Punctuation is NOT ignored (look for Mr. Panter will not find Mr Panter
•Character casing is ignored (ontario will find Ontario)
•The sidebar search automatically appends your search with a *

19. SALESFORCE TRAINING – SIDEBAR
The Home Page – Sidebar
The sidebar allows you quick and easy access to:
•Searching for information.
•Creating a new object.
•Go to recently viewed items.
•Access custom links to regularly used items.
•See Messages from the Administrator.

20. SALESFORCE TRAINING – MY TASKS & CALENDAR
The Home Page – My Tasks and Calendar
My Tasks and Calendar allows you to:
Quickly see your open tasks (Date is in red for overdue dates!)
Close tasks quickly (Clicking on the X)
View scheduled events.
View your calendar, and others calendar.
Create new tasks and events.

21. SECTION 3 – RECORD TABS

22. SALESFORCE TRAINING – RECORD TABS
Salesforce – Record Tabs
Leads
Accounts
Opportunities Contacts
Accounts are the backbone of all data within Salesforce

23. SALESFORCE TRAINING – RECORD TABS
Salesforce – Record Tabs
What is each main tab all about?

24. SALESFORCE TRAINING – MAIN OBJECT PAGE
Record Tabs – Main Page
As with the home page tab, the main form on each record tab allows you to do
multiple things, such as
• View accounts by filter
• Create a new account
• Run common reports and tools based on the record object.

25. SALESFORCE TRAINING ‐ VIEWS
Record Tabs ‐ Views
Views can be used to allow you to filter all the data for common containers of
information.
Viewing
Creating

26. SALESFORCE TRAINING – DETAIL FORM
Record Tabs – Detail Form
The detail form lists out all
details on the record you are
viewing.
Common areas are:
• Detail area
• Action buttons
• Related Lists

27. SALESFORCE TRAINING – DETAIL FORM
Record Tabs – The Detail Form
The detail area lists out major information saved in Salesforce
on the account. The detail area also has links for gathering
more information from the Internet on the client.

28. SALESFORCE TRAINING – RELATED LISTS
Record Tabs – Related Lists
Related Lists are:
• Related information to the form in use.
• Provides easy access to related objects
• Allows you to have a good overall view of the object in use.

29. SALESFORCE TRAINING ‐ LEADS
Record Tabs ‐ Leads
What are leads?
A lead is a prospect or potential opportunity ‐ a person you met at a conference
who expressed interest, or someone who filled out a form on your company’s
website.
You can enter leads manually in the Leads tab, or your administrator can import
leads or set up Web‐to‐Lead to gather information from your company’s website.

30. SALESFORCE TRAINING ‐ LEADS
Record Tabs ‐ Leads
How do you use leads?
A lead typically exists with only BASIC information (ie: business card information).
To use a lead you:
Contact the lead to find their interest.
Qualify the lead if there is an opportunity
Disqualify the lead if there is no future opportunity available.
Use the lead status field to track the change of qualification. Open for
untouched, Contacted for the ongoing communication, and either Qualified or
Unqualified for completed communication.

31. SALESFORCE TRAINING ‐ LEADS
Record Tabs ‐ Leads
Converting a Lead
1. Click on the convert button on the lead detail form.
2. Choose the record owner, the account name (if the company already exists,
you can add to the existing account, or create a new one), and open an
opportunity (if an immediate opportunity exists).
3. Press Convert.

32. SALESFORCE TRAINING ‐ ACCOUNTS
Record Tabs ‐ Accounts
What are accounts?
Accounts are your organization's customers, competitors, and organizations.
For each account, you can store related information such as:
• Opportunities
• Contacts
• Activities
• Notes or attachments

33. SALESFORCE TRAINING ‐ ACCOUNTS
Record Tabs ‐ Accounts
Accounts can be viewed using the home page of the tab. You can also find
accounts by searching using the sidebar search.
Views can be created to create containers for your accounts, based on common
criteria, such as location, type or last date of modification.

34. SALESFORCE TRAINING ‐ ACCOUNTS
Record Tabs ‐ Accounts
To Add A New Account:
1. Search to ensure that the account is not already within the system.
2. Use the create dropdown on the sidebar or the new button on the account tab
home page.
3. Choose the record type for the entry.
4. Enter in the information you have. Any field with a red line beside it is a
required field.
5. Click on Save to save the information.

35. SALESFORCE TRAINING ‐ ACCOUNTS
Record Tabs ‐ Accounts
Best Practices
Always search for the account before adding it in.
Enter in as much information as you can initially.
Continue to enter data as you gather it during your cycles with the company.
Choose a naming convention (as an organization), and stick to it!

36. SALESFORCE TRAINING ‐ CONTACTS
Record Tabs ‐ Contacts
What are contacts?
Contacts are all of the individuals associated with your business accounts that
you need to track in Salesforce. You can store various information for a contact,
such as phone numbers, addresses, titles, and roles in a deal.
Contacts are related to accounts. You may have many contacts related to one
account, but only one account to a contact.
Views work similar in contacts as they do in accounts.

37. SALESFORCE TRAINING ‐ CONTACTS
Record Tabs ‐ Contacts
To Add A New Contact:
SEARCH FOR THE NAME.
1. Go to the account you wish to enter the contact for.
2. Under the contact related list, click the New Contact button.
3. Enter in the information you have. Any field with a red line beside it is a
required field.
4. Click on Save to save the information.
5. You can also enter a new contact through the Create New sidebar, but you must
associate it to an account.

38. SALESFORCE TRAINING ‐ CONTACTS
Record Tabs ‐ Contacts
Best Practices
Always search for the contact before adding it in.
Enter in as much information as you can initially.
Use the account role field to define what role the contact holds.
Continue to enter data as you gather it during your
cycles with the company.
Associate your contacts to the open opportunities
they are part of.

39. SALESFORCE TRAINING ‐ OPPORTUNITIES
Record Tabs ‐ Opportunities
What are opportunities?
Opportunities are the sales and pending deals that you want to track. By adding
opportunities, you are also building your “pipeline,” which will contribute to your
forecast.
You can also link opportunities to campaigns to help measure the ROI of your
marketing programs.
An opportunity is related to one account, and can be related to multiple contacts.

40. SALESFORCE TRAINING ‐ OPPORTUNITIES
Record Tabs ‐ Opportunities
To Add A New Opportunity:
1. Search to ensure that the opportunity is not already within the system.
2. Use the new button on the account or contact tab related list for Opportunities.
3. Enter in the information you have. Any field with a red line beside it is a
required field.
4. Click on Save to save the information.
5. You can also enter a new opportunity through the Create New sidebar, but you
must associate it to an account.

41. SALESFORCE TRAINING ‐ OPPORTUNITIES
Record Tabs ‐ Opportunities
Managing the Opportunity:
• Update the opportunity stage as you move through the sales cycle.
• Use the activities and notes and attachments related lists to define the bid
process and timeline.
• Use the sales team group to allow access for group led opportunities.

42. SALESFORCE TRAINING ‐ OPPORTUNITIES
Record Tabs ‐ Opportunities
Best Practices
Use a naming convention for all opportunities (Account Name – Opportunity).
Utilize the pre‐qualification, bid requirements and action plan groups so that a
clear picture of the opportunity is available.
Continue to enter data as you gather it during your cycles with the company.
Use tasks related back to the opportunity and contact to track activities and
events specifically regarding the opportunity.

43. SECTION 4 – ACTIVITIES

44. SALESFORCE TRAINING ‐ ACTIVITIES
Activities – What are Activities
What are activities and events?
Activities are both tasks and scheduled calendar events. You can define and track
activities for many different objects, including campaigns, accounts, contacts, and
leads.
When creating an activity, you can describe the activity and specify attributes such
as priority, due date, and status. You can then:
• Handle the task yourself, or assign it to another user.
• Invite others to a group event.
• Schedule a series of recurring events.

45. SALESFORCE TRAINING ‐ ACTIVITIES
Activities – What are Activities
Viewing Activities/Events
You can see activities and events listed under all objects. Two related lists are
present:
• Open Activities (activities and tasks which are planned but not yet completed)
• Activity History (a historical record of all completed tasks and events.
You can also see activities and events on the Salesforce home page.

46. SALESFORCE TRAINING ‐ ACTIVITIES
Activities – Adding An Activity
To Add A New Activity:
1. Be on the object (opportunity, account, etc.) you wish to relate the task or
event to.
2. Use the new task or new event button on the open activities related list.
3. Relate the activity to not only the account or opportunity, but also a contact.
4. Enter in the information. Any field with a red line beside it is a required field.
5. Click on Save to save the information.
Best Practices:
•ALWAYS relate any task or event to an object AND a contact.
•Use the invite others to invite them to meetings.
•Utilize the home page tab to have an overview of your tasks and events
(Use it as a Salesforce day timer)

47. SALESFORCE TRAINING – NOTES & ATTACHMENTS
Notes and Attachments
Notes and Attachments exist under accounts, contacts and opportunities. You
can attach any file to the object for later retrieval by you or your team. You
can use notes to make meeting notes, phone call notes, or just general notes
on the object.
Tips:
• Be descriptive with your title (ie: Salesforce Training Notes – May 24)
•Ensure that if you have a note that you wish to be private, check the
private box (Salesforce administrators can still see these).

48. SECTION 5 – REPORTS AND DOCUMENTS

49. SALESFORCE TRAINING ‐ REPORTS
Reports – What are Reports
What are reports?
Reports are summaries and analyses of your data, which you can display or print. To
help you monitor your organization, Salesforce offers a wide range of standard
reports, accessible in the Reports tab.

50. SALESFORCE TRAINING ‐ REPORTS
Reports – Viewing and Creating Reports
Viewing Reports
You can use the folder list to see reports created and managed via folders. Use the
Create New Custom Report button to create new reports!

51. SALESFORCE TRAINING ‐ REPORTS
Reports – Running Reports
You can run reports on all of the data to which you have access, including:
• Records you own.
• Records to which you have read or read/write access.
• Records that have been shared with you.
• Records owned by or shared with users in roles below you in the hierarchy.
Buttons available on each report to help:

52. SALESFORCE TRAINING ‐ DOCUMENTS
Documents – What Are Documents?
A document library is a place to store files without attaching them to
accounts, contacts, opportunities, or other records. Each document in the
document library resides in a folder. The folder’s attributes determine the
accessibility of the folder and the documents within it.

53. SALESFORCE TRAINING ‐ DOCUMENTS
Documents –Uploading Documents?
To upload a new document, enter in the information on the
Create New Document screen, then press Save.
The document will be saved in the folder you choose, and
available to all who have access to that folder any time in the
future.

54. SALESFORCE TRAINING – FURTHER HELP
Training – Further Help
Help contains the whole
Salesforce user guide
online. You can search
by key words, or view
areas along the help
sidebar.
Free training videos are
available online. These
are available anywhere,
anytime – all you need
is an Internet
connection.
Successforce (http://success.salesforce.com) is available online, and includes
guides, best practices, blogs and a community bulletin board.

55. Further questions:
Email: nik@xlerate.ca
Phone: 613.424.9235
Are You Ready to Accelerate Your Salesforce?