CUSTOMER OBSESSED…

http://youtu.be/SnZ5RuauXaE

Mobile Field Sales Gene-Michael Koopman

Director, Mobile Application Development

@genebike

Mobile is a top priority for Salesforce customers

Combining

social + mobile to make

workforces more:

• Collaborative

• Productive

• Customer-centric

Powering the new agile, mobile enterprise

89 of the top 100 US companies offer telecommuting

– Insight Research Corporation, 2012

Firms with mobile solutions are

23% more able to

achieve sales quotas –Mobile Mutual, 2012

80% of companies

allow BYOD or will in

next 24 months –BT, 2012

Mobile tablets boost field

service productivity

by 28% –Qualcomm and Lenovo, 2012

Don’t go mobile for the sake of going mobile!

A successful mobile strategy is dictated by clear business goals

5 Rules for Optimizing

Mobility ROI with

Salesforce

Rule #1

Identify common actions driving key business goals that would

benefit from mobile access

Rule #2

Develop a deep understanding of employee and customer

behaviors and experiences

Rule #3

Break down the mobility transformation process into very

practical steps

Rule #4

Establish a governance framework to prioritize and track the

mobility transformation

Determining What to Work On

Rule #5

Iterate based on customer and employee feedback, as well as

business and market demands

Users want:

• Intuitive interface

• Ease of use

• Few clicks

• Speed

Going mobile:

Real-life examples

Agile mobile transformation

Goal Increase sales revenue & brand loyalty

Challenges A commoditized & competitive market

How do you stand out from other reps?

How can a dispersed sales force deliver consistently?

What drives sales?

When reps can have more educated conversations with physicians

Efficiently matching message & content to customers across the sales

continuum

Koach: iPad App for GSK Sales Reps

› Prompts with right questions and

appropriate products to recommend

› Easy access to sales & marketing info, and

track activities on a single device

› GSK leadership has better visibility into

sales calls & regulation compliance

Results:

Customer engagement

Elevated reputation

Brand loyalty

Sales Revenues

Use white text to highlight

something here

› Real time, mobile access to items most

used by a sales rep during a customer

visit.

› GPS-Enabled account finder

› Pipeline management on the go: Update

& add activities to opportunities via type

or speech

› Part of the PackApps Mobile Suite

Questions and

Discussion

Michael Rogan

Senior Consulting Manager

@mjrogan

Best Practices for Social Selling

› We are connected. Sales has been transformed.

Best Practices for Social Selling – Agenda

› Social has changed the game

› Use Social to level the playing field

› Real life example – Bluewolf #GoingSocial

› Q&A

Social Has Changed the Game

› Information empowers buyers to be in the driver’s seat

› Social and mobile technologies accelerate sharing capabilities

› Consumer experiences are shaping B2B buyer expectations

http://www.youtube.com/watch?v=mEl1fiqLCVM

Use Social to Level the Playing Field

› Intelligence tools can provide industry/account/contact views

› Macro and micro level, integrated/non-integrated solutions exist

Be Viewed as a Trusted Expert

› How will you leverage available data?

› Goal is to be viewed by your customer as a trusted advisor

› Don’t be a stalker, be a steward!

Establish a Winning Social Persona

› Focus on building credibility and authenticity

› Tailor content to audiences based on roles/personas

› Blog regularly with engaging, focused content

Actions of Top Social Sales People

› Listen and share

› Keep up with the industry

› Connect with customers/prospects

› Engage top influencers

› Demonstrate thought leadership

How Do You Make It Happen?

› Adoption

› Executive sponsorship

› Gamification

› Internal collaboration

› Social monitoring

Real Life Example Bluewolf #GoingSocial

1. #GoingSocial Portal

2. Pack Profiles

3. Gamification

#GoingSocial Portal

Pack Profiles

> Managed by every Bluewolf employee within Salesforce

Gamification

Gamified behaviors

Leaderboards

Rewards Store

#GoingSocial Internal Success 57% Increase in average Chatter activity in Q1 2012 compared to Q4 2011

68% Increase in Social Traffic to Website

This graph from Google Analytics represents the increase in website

traffic from all social media platforms from January-August 2012.

153% Increase in Blog Traffic This graph from Google Analytics represents website traffic to our blog

from January-August 2012.

Q&A

Thank You!

Customer Panel

› Angela Stewart, Manhattan Associates

Angela Stewart, Manhattan Associates

Sr. Manager, Enterprise Applications

With offices in nine countries and partners on nearly every continent, Manhattan Associates is the supply chain solutions provider of choice for supply chain leaders around the world.

- 2500 Employees

- Headquarters in Atlanta, GA

- Salesforce.com customer since 2006

- Initial implementation by Bluewolf

- Bluewolf Beyond partnership since 2009

- 1400+ Unlimited User Licenses

- 2000 Customer Portal Licenses

- Leveraging Sales, Service and Custom Clouds

Social Use Cases

› Customer Collaboration

› Customer Portal utilization

› Product Council Member feedback

› Employee Collaboration across Departments

› Sales to Services transition

› Sales to Legal communication @ Deal Closure

› Support for Mobile Workforce

› Professional Services to internal company network

› Professional Services to R&D collaboration

Customer Collaboration

› Customer Portal re-design

› Initially designed for Case Management

› Re-designing portal to include communities, content management, and

project management

› Product Council member feedback

› Started as “Excel spreadsheet / email / phone” process with minimal

participation from customers

› Created private social network for customers to collaborate with other

customers and/or Product Managers

Employee Collaboration across Departments

› Sales to Services Transition

› Initially Professional Services did not use Salesforce.com – struggled to get

access to pipeline of opportunities

› Added 500 Professional Services reps 12 months ago; system generates

“Services opportunities” and notifies PSO Ops Team when Sales deal is

closed-won. Services team works alongside Sales to start allocating

resources based on Services start date.

› Sales to Legal Communication @ Deal Closure

› Started as “Excel spreadsheet / email / phone” process with minimal

participation from customers

› Created Legal Dashboard to provide insight into upcoming deals

Support for Mobile Workforce

› Professional Services to internal company network

› Old process relied on personal relationships

› Social allows mobile employees to post questions to anyone in the company

for assistance

› Professional Services to R&D

› Old process relied on personal relationships

› Social allows Professional Services to “follow” cases/defects for status

updates

Measuring Success

› Dan Hines, Regional VP Enterprise Sales

Salesforce.com Customer Success

Analytics Discussion

Best Practices- “C” Level Analytics

Why Define Business Measures?

Business Measures help to monitor the success of your CRM

program by:

Setting and gauging the level of success in meeting CRM objectives and

adoption goals

Providing feedback to modify the CRM strategy and implementation

Monitoring the customer experience

Acting as a tool for change management

Why use Salesforce.com Analytics?

Proactive vs. Reactive Approach

Visibility and Predictability

Drive Adoption

Increase Productivity

Reduce Risk

Improve Organization and Communicate Your Data

Analytics is About Helping People Make Decisions

From Top Line and Down

Weekly Monthly Quarterly Bi-Annually

Sales Exec

Forecasting

Big deals

Pipeline coverage

Red accounts

Bookings growth

KPI scorecards

Pipeline ROI

Forecasting accuracy

Market coverage

Resource ROI

Sales Mgr

Pipeline changes

Forecasting

Deal reviews

Won/loss/dead

Rep performance

Pipeline pushing

Product Mix

Competition

Systemic bottlenecks

Sales Rep

Meeting/activity

Low hanging fruit

Leaderboard

Pipeline generation

Gap to quota

Account plans

Market activity

Industry perf.

Whitespace analysis

Best Practice: A limited Set of Business Metrics

The Number of Metrics Used

By CEOs of Private U.S. Companies

15 or More Metrics

Ten to 15 Metrics

18%

21%

52%

9% Less Than 5 Metrics

Five to 10 Metrics

(Source: PricewaterhouseCoopers (PwC) Survey of the number of metrics used by CEOs of Private U.S.

Companies — January 2004)

Capture Historical Data With Analytic

Snapshots Role Use Case Example

Chief Sales Officer Wants to see trends in pipeline

quality

Wants to see a trend of how long deals stay in

specific stages. They set up an analytic snapshot

looking at the opportunity history report, for the last

90 days of closed deals, running once a month, and

grouped by “from state”, looking at average days of

stage. This will capture this data and allow the

business to see whether changes in sales process

and tools change stage dwell time.

Chief Marketing

Officer

Wants to see campaign

summaries on effectiveness and

reach

Wants to see campaign effectiveness over time as

campaigns should lead to leads, opportunities, and

closed/won deals. They would snapshot reports on

lead status by campaign, and opportunity status

by campaign every week, then be able to show how

many leads and opportunities were received and

converted from each campaign

Service Manager Wants to see trends per-center

call close rates and times

Wants to see the trend of close rates of calls and

the times to close calls. They set up a report of close

rate and call time for the last day, then snapshot these

summaries every day.

Aggregate Data to Trend

Provides the ability to create custom summary formulas on your

reports that allow analysis of aggregate data

› Use clicks, not code to analyze trend data

› Evaluate differences between months/weeks/days of data

› Win rates, coverage ratios, actual vs. goal comparisons

Previous Group Value (PREVGROUPVAL)

› returns the value of the selected summary field from the previous summary

row at the grouping level that you specify.

Parent Group Value (PARENTGROUPVAL):

› returns the value of the selected summary field from the parent grouping

level that you specify (level above the grouping level where you chose to

display the formula)

Deliver Insight into Future

Identify over-

dependencies

Use past trends to

predict future

MONTH OUT variable: ((YEAR(CloseDate) - YEAR(today())) * 12) + (month(CloseDate) - month(today()))

Provide Deeper Insight With Combo Charts Compare + correlate

Root cause analysis

Behavioral trends

Actuals vs. Targets

Make Your Point With Color

Picklist colors for status

Highlights for aggregates

vs goals

Picking The Right Tool is Half The Job

Sample Dashboards Activity Management: Calls and Meetings

Sample Dashboards Activity Management: “Clean Your Room”

Sample Dashboards Pipeline Management: New Product Sales

Sample Dashboards Pipeline Management: Competitive Win Rates

Sample Dashboards Pipeline Management: Quota Crushers (Part 1)

Sample Dashboards Pipeline Management: Quota Crushers (Part 2)

Sample Reports Pipeline Management: Weekly Next Steps Report

Sample Reports Forecast Management: Holy Grail