Sales Lifecycle Jennifer Cramer Customer Success Director salesforce.com

Shell Black President ShellBlack.com, LLC

Deepa Patel President Halak Consulting, LLC

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Jennifer Cramer Customer Success Director

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“Salesforce Admin Fundamentals: The Sales Cloud”

Agenda • Sales Lifecycle Data Flow • Campaigns • Leads • Opportunities • ROI • Q&A

Target Audience for this Session:

• I’m new to Salesforce and want to learn • I am using this area of Salesforce today, but want to pick up some tips or confirm “I’m doing it right”

• I want to tie my implementation to processes and best practices

• Functional Roles: Sales & System Administrators

Sales Lifecycle - Data Flow

Campaign Lead

Account

Contact

Opportunity

Analytics

Shell Black President @Shell_Black

Campaigns

What is a Campaign & Member Status

What is a Campaign? • Marketing initiative that is tracked in Salesforce. Tracks if marketing spend was effective in generating demand, a response, and if those responses resulted in revenue.

• When setup correctly, Campaigns show which initiatives have the best return (ROI) – Won Opportunity $ > $ Spent on a Campaign

Campaign Members • Campaign Member: associate people (a Lead or Contact) to a Campaign in Salesforce

• Campaign Member Status: pick list to know if individual has been sent or responded to a Campaign and used to track Response Rates

Campaigns

Demo

Leads

What is a Lead? • A record that contains information about a person and a company (like a business card). Leads are a target list that need to be worked to determine if they are qualified.

• When a Lead is qualified and ready to be tracked in a Sales pipeline, the record should get converted

John Smith

Acme Corp.

Phone, Email, Address

Website

Acme Corp.

John Smith

Opportunity $

Define Your Lead Process • Business process is defined by the Lead Status picklist

• A well defined business process should have: – Good labels: short & sweet, non ambiguous, action phrased – Single digit: less than 10 pick list values if possible – Use records types (EE or higher): for multiple processes

• (e.g. channel partner lead vs. direct)

Still Using Lead Status “Out of the Box?”

New

Contacting

Contacted

Qualified (Convert!)

Drip Marketing

Not Qualified

Bad Contact Info

Went Silent

Contacted

Open

Qualified

Not Qualified

Leads

Demo

Deepa Patel President @halakconsulting

Opportunity Management – What is it?

A process that allows us to measure revenue projections and revenue recognition

Opportunity Stages

Close Date

Probability

Amount

Things to Consider

Ideal number of Sales Stages

KPI

Opportunity Activities

Less is More

Why Stages? – Tie into pipeline and forecasting – Controlled with four fields

• Stage • Probability • Forecast Category • Close Date

5 to 8 Stages 0 Probability is not a stage

Prospect

Demo

Trial

Proposal

Negotiation

Closed/Won

Closed/Lost

Stages and Forecasting

Stage Probability Forecast Category

Prospecting 10% Omitted

Demo 20% Pipeline

Trial/POC 50% Pipeline

Proposal 75% Best Case

Negotiation 90% Commit

Closed/Won 100% Closed

Closed/Lost 0% Omitted

Opportunities Demo

Q&A

Don’t be shy!