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Territory Management Made Simple

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Territory Management Made Simple

  1. 1. Territory Management Made Simple Tom Urban – Array Networks Brad Mattick and Josh Aranoff – salesforce.com
  2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results 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 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. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire, retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . </li></ul><ul><li>Any unreleased services or features referenced in this or other 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 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, except as required by law. </li></ul>
  3. 3. Agenda <ul><li>Territory Management Overview </li></ul><ul><li>Implementing Territory Management </li></ul><ul><li>Customer Case Study </li></ul><ul><li>TM roadmap </li></ul>Brad Mattick Salesforce.com Josh Aranoff Salesforce.com Tom Urban Array Networks Brad Mattick Salesforce.com
  4. 4. Brad Mattick Senior Product Line Manager Salesforce.com [email_address]
  5. 5. Territory Management Defined <ul><ul><li>Maintain </li></ul></ul><ul><li>Territory goals </li></ul><ul><li>Territory strategy </li></ul><ul><li>Analyze data </li></ul><ul><li>What-if scenarios </li></ul><ul><li>Normalize potential </li></ul><ul><li>Mass reorganizations </li></ul><ul><li>Model hierarchy(ies) </li></ul><ul><li>Assign accounts </li></ul><ul><li>Assign people </li></ul><ul><li>Add, move, delete sales reps </li></ul><ul><li>Add, move, delete sales accounts </li></ul><ul><li>Add, change, remove territories </li></ul><ul><li>Support hold-outs/forecast exceptions </li></ul><ul><li>Report on exceptions </li></ul>Reorganization <ul><ul><li>Model </li></ul></ul><ul><ul><li>& </li></ul></ul><ul><ul><li>Assign </li></ul></ul><ul><ul><li>Plan </li></ul></ul><ul><ul><li>& </li></ul></ul><ul><ul><li>Align </li></ul></ul>
  6. 6. Territory Management Defined <ul><ul><li>Maintain </li></ul></ul><ul><li>Territory goals </li></ul><ul><li>Territory strategy </li></ul><ul><li>Analyze data </li></ul><ul><li>What-if scenarios </li></ul><ul><li>Normalize potential </li></ul><ul><li>Mass reorganizations </li></ul><ul><li>Model hierarchy(ies) </li></ul><ul><li>Assign accounts </li></ul><ul><li>Assign people </li></ul><ul><li>Add, move, delete sales reps </li></ul><ul><li>Add, move, delete sales accounts </li></ul><ul><li>Add, change, remove territories </li></ul><ul><li>Support hold-outs/forecast exceptions </li></ul><ul><li>Report on exceptions </li></ul>Reorganization <ul><ul><li>Model </li></ul></ul><ul><ul><li>& </li></ul></ul><ul><ul><li>Assign </li></ul></ul><ul><ul><li>Plan </li></ul></ul><ul><ul><li>& </li></ul></ul><ul><ul><li>Align </li></ul></ul>
  7. 7. Key Capabilities <ul><li>Territory hierarchy – administrators set up a territory hierarchy for the entire sales organization </li></ul><ul><li>Territory driven access – sales reps and overlays have access to data based on territory assignment </li></ul><ul><li>Rules-based assignment – records are assigned to territories based on flexible rules </li></ul><ul><li>Seamless transfers and hold-outs – transferred reps can continue to work on opportunities in their old territory for a pre-determined amount of time </li></ul><ul><li>Forecast by territory – sales managers forecast opportunities by territory hierarchy with advanced options for overrides and customization </li></ul>1 2 3 4 Generally Available 5
  8. 8. Josh Aranoff Consulting Salesforce.com [email_address]
  9. 9. Before you begin <ul><li>Know your goals </li></ul><ul><ul><li>What are you trying to accomplish? </li></ul></ul><ul><li>Understand your go-to-market structure </li></ul><ul><ul><li>How do your people attack the map? </li></ul></ul><ul><li>Clean your data </li></ul><ul><ul><li>If the data’s not tight the rules won’t write! </li></ul></ul>
  10. 10. Understand the Capabilities <ul><li>Use inheriting rules whenever possible </li></ul><ul><li>Rules should be restrictive as possible </li></ul><ul><ul><li>Looking at less data returns faster results </li></ul></ul><ul><li>If using Zip Codes define ranges (if possible) instead of lists </li></ul><ul><li>Consider custom indexes on Account fields used in rules </li></ul><ul><li>Rules vs. Manual Account Assignment (via API) </li></ul><ul><li>Opportunity territory assignment is slower that account assignment </li></ul><ul><li>Record owner vs. Territory Owners </li></ul><ul><li>Having all records owned by an admin user and with access granted via territories </li></ul><ul><li>Role Hierarchy vs. Territory Hierarchy </li></ul><ul><li>This can address two way manager reporting </li></ul><ul><li>Admins will have to support two hierarchies </li></ul><ul><li>Single vs. Multi Branch Territory Hierarchy </li></ul><ul><li>… </li></ul>Sample Task List <ul><li>Training </li></ul><ul><li>Get help </li></ul><ul><ul><li>Successforce.com </li></ul></ul><ul><ul><li>Deployment guide </li></ul></ul><ul><ul><li>Salesforce.com services </li></ul></ul>
  11. 11. While you implement <ul><li>What to review in salesforce.com: </li></ul><ul><li>Reports </li></ul><ul><li>Folders </li></ul><ul><li>Views </li></ul><ul><li>Queues </li></ul><ul><li>Sharing Rules </li></ul><ul><li>Groups </li></ul><ul><li>Dashboards </li></ul><ul><li>Case Visibility </li></ul><ul><li>Lead Visibility </li></ul><ul><li>Account Visibility </li></ul><ul><li>Opportunity Visibility </li></ul><ul><li>Does ‘it’ need to be: </li></ul><ul><li>Updated? </li></ul><ul><li>Deleted? </li></ul><ul><li>Newly Created? </li></ul><ul><li>Remain as is? </li></ul>
  12. 12. Before You Go Live <ul><li>Test everything… </li></ul><ul><li>What Should Our Analysis Cover? </li></ul><ul><li>Mind the ‘Gaps’ </li></ul><ul><ul><li>What is identified the solution? </li></ul></ul><ul><ul><li>What records are impacted? </li></ul></ul><ul><ul><li>How are end users impacted? </li></ul></ul>
  13. 13. Tom Urban Director of Sales Operations Array Networks [email_address]
  14. 14. Background - Who We Are <ul><li>Company overview </li></ul><ul><ul><li>Array Networks Builds Internet Appliances That Provide </li></ul></ul><ul><ul><ul><li>Secure Remote Access (SSL-VPN) </li></ul></ul></ul><ul><ul><ul><li>Server Load Balancers With SSL Acceleration </li></ul></ul></ul><ul><ul><li>99% Of Worldwide Sales Are Through Distribution/Reseller Channels </li></ul></ul><ul><ul><li>Small/Medium “Value-Oriented” to “Performance-Focused” Large/Enterprise Customers </li></ul></ul><ul><li>How we ‘roll’ </li></ul><ul><ul><li>SMB Deals Driven by Channel Rep & Inside Rep </li></ul></ul><ul><ul><li>Enterprise Deals Driven by Regional Director & Field Engineer </li></ul></ul><ul><ul><li>Fewer Layers Of Management = More People Selling </li></ul></ul>
  15. 15. Alignment <ul><li>Team alignment </li></ul><ul><ul><ul><li>Regional Director </li></ul></ul></ul><ul><ul><ul><li>Channel Manager </li></ul></ul></ul><ul><ul><ul><li>Inside Sales </li></ul></ul></ul><ul><ul><ul><li>Roving Field Engineers </li></ul></ul></ul><ul><li>Territory coverage </li></ul><ul><ul><li>Most Territories are Geographic </li></ul></ul><ul><ul><li>Named accounts transcend geographic rules </li></ul></ul><ul><ul><li>Government Accounts transcend geographic rules </li></ul></ul><ul><ul><li>Systems Engineers Cover the Region – not the territory </li></ul></ul>
  16. 16. Key Business Issues <ul><li>All Accounts were ‘Owned’ by the Regional Director </li></ul><ul><ul><li>No way to granularly share accounts by properties </li></ul></ul><ul><ul><li>Opportunities were ‘Owned’ by the “Driver” </li></ul></ul><ul><ul><li>Because ownership was not always clearly defined, more emailing/ conference calls, etc. were required before the ‘big call’ </li></ul></ul><ul><li>Role hierarchy and sharing challenges </li></ul><ul><ul><li>One role per user vs. too much visibility </li></ul></ul><ul><ul><li>Because there were no exact overlays, sharing rules provided more visibility than required by each role </li></ul></ul>
  17. 17. Key Business Issues (cont) <ul><li>Forecasting Challenges </li></ul><ul><ul><li>Couldn’t aggregate forecast by territory, had to break out quota by team member or give all quota to one member </li></ul></ul><ul><ul><li>Potential for double counting or duplicate opportunities </li></ul></ul><ul><ul><li>Forecast calls were driven by the Regional Director – who would point out the driver during the call </li></ul></ul><ul><ul><li>Had to use Activities, etc. to see who was driving the business </li></ul></ul>
  18. 18. Goals <ul><li>Drive Individual Accountability towards a Team Quota </li></ul><ul><ul><li>Field Directors Run Point on Big Deals </li></ul></ul><ul><ul><ul><li>Fulfilled via key channel partners </li></ul></ul></ul><ul><ul><li>Channel Managers Run Point on Medium Deals </li></ul></ul><ul><ul><li>Inside Reps Run Small Deals/Service Renewals/ Add-ons </li></ul></ul><ul><ul><li>Each Salesperson’s Efforts Count Towards a Team Goal </li></ul></ul><ul><li>Defined by VP of Worldwide </li></ul><ul><ul><li>For Executive Team/ BOD </li></ul></ul><ul><ul><li>For Individual Accountability </li></ul></ul>
  19. 19. Implementation <ul><li>Elevated RD / flattened team out </li></ul><ul><li>Used account record types and territory business rules for named accounts & government accounts </li></ul>Used Sandbox Went Live Kicked off with Salesforce.com Services <ul><li>VP Had A “Damn The Torpedoes” Attitude </li></ul><ul><li>Sandbox Showed How Incomplete Our Data Was </li></ul><ul><li>Forced New Behavior From Sales Team </li></ul><ul><li>Spent A Day At salesforce.com </li></ul><ul><li>Ongoing advisory role </li></ul><ul><li>Subject matter expertise </li></ul>
  20. 20. Array Networks Territories EMEA                  EMEA - Northern Europe APAC                  APAC - Japan EMEA                  EMEA - Southern Europe/Africa WORLDWIDE          EMEA WORLDWIDE          CHNA APAC                  APAC - Pacific APAC                  APAC - Middle East APAC                  APAC - Asia WORLDWIDE          APAC AMER                  AMER-Government AMER                  AMER - Southwest AMER                  AMER - Southeast AMER                  AMER - South Central AMER                  AMER - Northwest AMER                  AMER - Northeast AMER                  AMER - North Central WORLDWIDE          AMER   WORLDWIDE Reports To Territories
  21. 21. Post Go-Live <ul><li>Maintenance - How </li></ul><ul><ul><li>Maintained through Assignment Rule Changes </li></ul></ul><ul><ul><li>Territories are cut by Account Record Type, Country, and State </li></ul></ul><ul><li>Maintenance – How Often </li></ul><ul><ul><li>Coffee Breaks, Boring Meetings, Airports… </li></ul></ul>
  22. 22. Conclusions <ul><li>Data Needed Clean Up </li></ul><ul><li>Web-to-lead Forms Needed Drop-Downs for States/Countries </li></ul><ul><li>Sales Teams Needed To Enter Clean Address Information Or Manually Complete Territory Field </li></ul><ul><li>For Something This Powerful/Flexible, Get A Sandbox Account </li></ul><ul><li>Once Logic Is Understood, Very Impressive </li></ul><ul><li>Accountability was Taken to a New Level </li></ul><ul><li>Top Salespeople Embraced It! </li></ul><ul><li>Better Collaboration Meant Better Productivity </li></ul>Challenges Results
  23. 23. Brad Mattick Senior Product Line Manager Salesforce.com [email_address]
  24. 24. Roadmap
  25. 25. Unlimited Customer Modeling <ul><li>Unlimited sharing </li></ul><ul><li>Criteria based </li></ul><ul><li>Account hierarchy </li></ul>Enterprise-class customer modeling and security controls <ul><li>Territory Management </li></ul><ul><li>Lead assignment </li></ul><ul><li>Mass zip code assignment </li></ul><ul><li>Custom object assignment </li></ul>
  26. 26. Brad Mattick Senior Product Line Manager Josh Aranoff Consulting QUESTION & ANSWER SESSION Director of Sales Operations Tom Urban