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Sales Cloud Best Practices

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Sales Cloud Best Practices

  1. 1. Sales Cloud Best Practices and New Features Megan Niedenthal, salesforce.com Luc Baart, salesforce.com Oliver Berger, Platinum Direct Finance
  2. 2. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Social Mobile Big Data Community Apps Cloud Trust Customer Revolution
  4. 4. Sell as a Team with the Sales Cloud Connected Customers Connected Products Connected Employees Connected Partners
  5. 5. Close more deals to grow your business World’s #1 Sales Application
  6. 6. Grow Your Business Across Every Metric +28% Sales +38% +36% +45% +26% Lead Conversion Sales Productivity Forecast Accuracy Win Rate Average Percentage Improvements Reported by Customers Source: 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.
  7. 7. How can I get these results?
  8. 8. Five Customer Best Practices 1 PROSPECT GROW MANAGE CLOSE ANALYSE 3 4 521
  9. 9. Five Customer Best Practices 2 3 4 15 GROW MANAGE CLOSE ANALYSEPROSPECT 1
  10. 10. Convert Prospects to Customers Faster Score and route leads Align and maximize lead generation Track the entire pipeline from lead to close Optimize selling from lead to close +38% Improved lead conversion rate
  11. 11. Track Every Customer Interaction Real-time customer updates Insights from every touch-point Collaboration in context Sell more effectively with social intelligence
  12. 12. Five Customer Best Practices 3 4 15 GROW MANAGE CLOSE ANALYSEPROSPECT 21
  13. 13. Sell as a Team to Increase Sales Top 5 Ways To Use Chatter for Sales 1. Get answers fast 2. Gather competitive intelligence 3. Connect with experts 4. Collaborate with customers 5. Get real-time deal updates
  14. 14. Stay Connected to Your Channel and Drive Revenue Drive business process across multiple communities Custom branding, workflow, analytics Target communities at each point of need Pixel-perfect branding Introducing Salesforce Communities for Sales
  15. 15. Luc Baart salesforce.com Principal Sales Engineer
  16. 16. Demonstration
  17. 17. Five Customer Best Practices 4 15 GROW MANAGE CLOSE ANALYSEPROSPECT 1 32
  18. 18. Drive Deals Anywhere with Mobile Access all your sales information from anywhere, anytime Runs on any device Supports Salesforce and custom apps
  19. 19. Align Your Sales Team with Work.com Shared goals and real-time coaching Amply winning behaviors Drive performance Achieve consistent, outstanding sales results +50% Sales Productivity
  20. 20. Automate Sales Processes Business process design with drag & drop simplicity Real-time approvals from Chatter feeds Automate price approvals, expenses and more Help your reps take the right actions at the right time
  21. 21. Five Customer Best Practices 15 GROW MANAGE CLOSE ANALYSEPROSPECT 1 2 43
  22. 22. Turn More Opportunities into Closed Business Introducing Opportunity Splits Deal updates and collaboration in context Customizable sales teams Opportunity splits: revenue & overlays Complete pipeline visibility Connect with everything you need to close deals faster +26% Higher close rates
  23. 23. Forecast Every Deal Accurately as a Team Real-time, automatic roll-ups Quota attainment visibility Collaboration with teams Quantity Forecasts +45% Improved forecast accuracy Gain a complete, real-time view of team forecasts
  24. 24. Oliver Berger Platinum Direct Finance Director of Technology
  25. 25. All About Platinum Direct Finance Broker car finance for our customers. Creating and managing relationships between consumers and financiers. • Consultants manage multiple relationships • B2B & B2C • Core values: • Honesty • Integrity • Exceptional Customer Service
  26. 26. Key Challenges • Consultants have to manage multiple complex relationships simultaneously • Need to be able to analyse our positions across multiple metrics to meet constantly changing KPIs • Have to be agile enough to react quickly based on the analyses
  27. 27. Match Leads to the Right Consultant • Consultants with certain strengths have access to certain lead types • Increased speed and efficiency to analyse & react to metrics including: • Profit • Days to close a deal • Customer satisfaction
  28. 28. Take the Right Action, at the Right Time • Cross-reference depreciating car value with the amortisation of a loan • Contact the customer at the perfect time for a re-finance / new car • Having workflows means you can: “set and forget”
  29. 29. Quickly Get Insights to Make Strategic Decisions • Financier may offer a bonus based on increasing sales of certain products, within a certain window • Reports and dashboards help us to identify those positions drive behavior
  30. 30. Our Results Increase in revenue: 44.4% Improved customer retention: 283% Improved employee retention Improved partner satisfaction & relationships
  31. 31. Five Customer Best Practices 1 GROW MANAGE CLOSE ANALYSEPROSPECT 1 2 3 4 5
  32. 32. Make Smarter Decisions with Real-Time Dashboards Top 5 Tips For Tracking Performance 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
  33. 33. Gain the Insight to Increase Sales with Analytics View any data from across your business on any device Instantly group and categorize deals Identify opportunities to drive sales higher Model your business in Salesforce and make smarter decisions
  34. 34. Over 50 New Features in the Sales Cloud Spring ‘13 Summer ‘13 Winter ‘13 Touch Shared Events Collaborative Forecasts Analytics Outlook side panel Recurring events sync Joined Reports on Dashboards Customizable Sales Teams Configurable Forecast List Views Rep hovers on forecasts Exportable joined reports Leads from Radian6 Collaborative forecasts API Chatter polls Sunlight search Geolocation Push upgrades Org-wide permission sets Connected Apps many more... Touch Phone Touch Offline Mobile Tasks (Touch Phone) Partner Communities GA Opportunity Splits Quantity Forecasting Outlook Selective Sync Analytics Folder Sharing Custom Charting Pilot Custom States & Countries Analytics API Pilot Idea Reputation Custom Case Actions Svc Manager Whispers Facebook-to-Lead Chatter Topics & Intelligence Custom Onboarding & Achievements D&B Custom DUNSRight many more... Touch dashboards & leads Multiple Apps in Touch Touch for iPhone (beta) Forecasting Partner Opportunities Quarterly Forecasting Salesforce Outlook Side Panel (GA) Workflow on Sales Teams Chatter Tasks (Beta) Canvas (GA) State & Country Picklists & Validation VisualForce for Touch Full Global D&B Data D&B DUNSRight for Clean Touch Service app Cases on Touch Social Insights Social Coupon Management Sunlight Search BETA
  35. 35. Grow Your Business Across Every Metric +28% Sales +38% +36% +45% +26% Lead Conversion Sales Productivity Forecast Accuracy Win Rate Average Percentage Improvements Reported by Customers Source: 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.
  36. 36. Q & A
  37. 37. We love your feedback! Complete our survey & you could win an iPad* bit.ly/salesforcecebit13 *Conditions apply
  38. 38. With thanks to our sponsors DIAMOND SPONSORS PLATINUM