Unbelievable Salesforce Training
Success Stories
[email protected]@davidgiller
David Giller Salesforce MVP, User Group
Leader, CEO @ Brainiate
About Me:• Salesforce User Group Leader (NYC & Northern NJ) and MVP• Certified Salesforce Sales Cloud Consultant• CEO @ Brainiate• Author, Getting Started in Salesforce Series • Formerly known as “The Salesforce Guru” at GE Capital• Attorney (managed my law practice on Salesforce Sales
Cloud)
• Previous IT Manager at NBCUniversal
David Giller, Esq.Founder & CEO
• Salesforce Training• New Salesforce Implementations• Enhance Existing Salesforce Configurations• Custom App Development for Salesforce
About Brainiate:
Max Cooper Uses Salesforce at Acme Health Corp to track prospects &
customers.
Max (Sales Manager)
• 500+ Sales Reps• Enterprise Edition of Salesforce
Invested $$$ on the Salesforce platform
Salesforce Implementation
Salesforce Rollout History
• Moved all older, historical data into Salesforce
• Salesforce went live 1 year ago• Conducted initial “rollout training” 1 year ago
Management’s Pain Points
• No visibility to current pipeline• Generating pipeline reports via Excel• Half-baked, inaccurate & duplicate records• Creating a customer list is painful• No insight on team’s calling efforts• Sales managers have no data
• “We never got proper training”
• “We don’t have time to use Salesforce”
• “Salesforce is too confusing”
• “Salesforce isn’t as flexible as _______.”
Reps’ Pain Points
• ..looking for a phone number?• ..looking for an email address?• ..searching for the decision maker at your
accounts?• ..trying to find your notes from a prior
meeting?• ..trying to remember your own to-do items?
Ask Your Reps How often do you find yourselves…
• Time wasted searching for customer information.• Time wasted consolidating notes & spreadsheets.• Deals that slipped through the cracks.• Frustrated employees who left to work somewhere more
efficient.• Money already invested in Salesforce licensing, apps,
integrations & ongoing support.
Can We Quantify This Pain?
What Can Max Do?
Max (Sales Manager)
• Dramatic increase in Salesforce adoption• Accurate pipeline data, captured natively in
Salesforce• Clean prospect and customer data• Visibility into his team’s efforts & touches with
customers
Max(Sales Manager)
Within 2-3 Months, Max Can See:
..without purchasing another app!
• More streamlined & efficient workflow• Visibility into customer data on all devices• Clarity on those records that require immediate
attention• Elimination of Excel cleanup to create pipeline &
activity reports• Love and appreciation for the Salesforce platform
Within 2-3 MonthsSales Team Can Experience:
How Can Max Accomplish This Transformation?
Max (Sales Manager)
Max will follow a 3-step strategy that is:• Proven,• Simple, • Inexpensive and • Sustainable.
Are you taking notes yet?
Now might be a good time...
• Understand the current business processes, nuances & priorities (across departments, divisions and business units).
• Identify the KPIs that matter (ex. quantify how many customer touches are expected each month).
• Be familiar with existing Salesforce customizations, integrations, third party apps, current pain points.
Step 1: Prepare
Salesforce Administrator Needs To..
• 1 hour training sessions via web (GoToMeeting,
WebEx)
• Weekly training sessions (Mon/Wed or Tues/Thurs)
• Sessions are recorded (no excuses!)
Best Practices:
Step 2: DeployA mandatory core CRM training curriculum for all
users
• Navigating Salesforce
• Chatter• Leads• Contacts & Accounts• Activities• Opportunities
• Cases• Campaigns• Reports• Dashboards• Salesforce1• Additional apps, integrations,
etc.
Step 2: DeployA mandatory core CRM training curriculum for all
usersStandard Curriculum:
• New issues, concerns, frustrations• Ideas to improve existing
configuration• Sharing new best practices
Step 3: Maintain
Ongoing, bi-weekly “Lunch & Learn” sessions to address:
• Eliminate excuses (I couldn’t attend! I forgot!)• Help new hires & internal promotions• Allow users to re-watch previously attended
sessions
Why Record All Sessions? By recording training sessions:
It’s so easy!
• Find, create, edit, reassign records (leads, contact, accounts, opportunities, quotes, campaigns, cases).
• Create tasks – assigned to themselves and others.• Update records via mobile device, including Chatter posts,
tagging colleagues, snapping photos & attaching them to records.
• Create list views, reports, dashboards.
Optional: Measuring User Competency
Provide users with micro hands-on exercises to demonstrate ability to:
Step 1
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PREPARE
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PREPARE DEPLOY(Training
Curriculum)
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PREPARE DEPLOY(Training
Curriculum)
MAINTAIN
(Lunch & Learn Sessions)