Unbelievable Salesforce Training

Success Stories

dgiller@brainiate.com@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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Review

PREPARE

Step 1 Step 2

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Review

PREPARE DEPLOY(Training

Curriculum)

Step 1 Step 2 Step 3

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Review

PREPARE DEPLOY(Training

Curriculum)

MAINTAIN

(Lunch & Learn Sessions)