[201] salesforce for power user day 2

Cloud Computing CRM
– based on Salesforce.com

Contents
 CRM, SaaS, and PaaS
 Data Management and Collaboration
 Sales and Marketing
 Service and Knowledge Management
 Report and Dashboard

Generate More Leads
Plan and execute marketing campaigns that generate demand for your product or service.
Capture those leads through a variety of channels including your Web site.

Campaign ROI Top Search Terms Leads by Source Lead Quality

Web Site Visitors Web Form

• Organic Web traffic • “Contact me” request
• AdWords referrals • Free trial
• Email responses • Event registration

Plan and Execute
Marketing Campaign
• Google AdWords
Inbound Calls Create New Leads Lead Capture
• Email Marketing
• Direct Mail • Yellow pages • Search for the customer in Salesforce
• Set up auto-response emails
• Cold Calls • Google Maps • If one doesn’t exist, create a new lead
-”Thank you for your interest”
• Word-of-mouth referrals
• Partners -Your trial information
-Event details
• TV
• Radio • Set up lead assignment rules
• Events -Geography
Lists Import Data -Company size
• Trade Shows -Product of interest
• PR • Purchased list • Use the import wizard or
• Trade show Excel connector
• Legacy data

Optimize Lead Flow
Create a closed-loop follow-up process so leads don’t slip though the cracks.
Establish a lead qualification process to make sure all sales reps use the same consistent methodology.

Lead by Status Lead Conversion % Converted Leads by Month Top Sales Reps

My Open Leads Duplicate Lead? Working Leads Establish Contact? Qualified?
Yes Yes
Set up different views to The find duplicate button When you’re working a lead, No No Create a set of qualification
manage your leads. For searches for similar leads you’ll set up a series of tasks, questions, such as current
example, today’s leads or or contacts in Salesforce. which might vary based on the situation, product of interest,
leads sorted by lead type. type of lead. For example: timeframe, key decision
If a lead turns out to be a makers
duplicate, easily merge the Day 1: Personalize mass email Keep an archive of your dead leads.
two records. Day 2: Call/voicemail If the lead is qualified, convert
Day 4: Call/voicemail Use email marketing and call downs to it into a contact, with an
Salesforce has a number of Day 7: Personalize mass email re-market to your archived leads. associated opportunity and
AppExchange partners that account.
provide high volume de-
duplication and data
cleansing tools.

Close More Deals
Close deals faster by providing a single place for updating deal information, tracking opportunity milestones, and recording interactions.
Easily analyze your sales pipeline so you can quickly identify and eliminate any bottlenecks in the sales cycle.

Top 10 Deals Month-to-Date Trending Closed Business by Month Top Sales Reps

Sales

Marketing

Open Opportunities Presentation Proposal Negotiation Won
Yes
You can monitor your Customize Salesforce to fit your internal No New Customers Support
opportunities reports and sales methodologies and processes, making
dashboards to keep track it easier to monitor your sales pipeline. Salesforce gives your entire company a
of your top deals and 360-degree view of your customers and
prioritize your time. facilitates collaboration across your
Keep an archive of your dead opportunities.
organization, helping you build strong,
lasting customer relationships.
Use email marketing and call downs to
re-market to your archived opportunities.

Account & Opportunity Management

Account Management Opportunity Management

Account Team
Sales Team
• Sales Personnel • Marketing Liaisons
• Can be internal and
• Technical Advisors • Legal Team Opportunity external sales teams
Assign Management
New • Global in Coverage
Account Process
Account • Different Roles to play
Owner
Define
Internal
Account
Team Adopt Sales Process Assign Sales
Qualify
Tier 2 Sales: • Lead Teams,
Follow On Sales Cycle Business
Account Understand • Needs Analysis associate
• From Lead Generation Opportunity
Account • Confirmed Partners
Executives or • Marketing Events Hierarchy • Objection Handling
Field Sales
• Selected
Understand • Negotiating
Customer • Closed/Won Understand
Associate all Record
Contact • Closed/Lost Contact Roles
Activity to the Competitive
Hierarchy within
Recent Opportunity Landscape
Existing How Opportunity
Account fresh is
the data?

Model the Account/Contact Hierarchy
Out of No Yes
date • Indicate dependencies and parent,
subsidiary relationships Win?
Existing Account
• Record key personnel and title within the
• Existing Customer
Account
• Previous Sales Perform Data
• Associate existing contacts
Activity Cleansing Record Record
Operation • Record new contacts reasons for reasons for
• Imported List of key
Accounts • Check for duplicate accounts/contacts and Loss Success
merge where applicable

Cleanse Data
Account
• Contact Customer to confirm details Active becomes an
(Stay In Touch Mailers) Customer active
Keep an historical record of
• Use third party data cleansing customer
archived opportunities and set
Marketing services Archived
up email campaigns or follow Opportunities
Team up reminders to regenerate
interest

Revenue by
Account Win/Loss Opportunity
Management Service
Ownership Analysis Pipeline
Reports & /Product
Dashboards
Neglected Closed Revenue by
Win Rate
Accounts Business Team

Sales and Marketing: Tools and Terminology
Below you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online User
Community. You can search the site, browse around, and see what the community is interested in.

A campaign is an outbound marketing project that you want Accounts are your organization's customers, competitors,
to plan, manage, and track within Salesforce. It can be a and partners. Each account stores information such as
direct mail program, seminar, print advertisement, email, or name, address, and phone numbers. For each account,
other type of marketing initiative. you can store related information such as opportunities,
activities, cases, partners, contracts, and notes.
Campaigns
Accounts

Google AdWords™ is an online advertising service used to Contacts are all of the individuals associated with your
create advertisements that display on major search business accounts that you need to track in Salesforce.
engines, including Google. Many Salesforce customers You can store various information for a contact, such as
advertise online with Google AdWords as a mechanism to phone numbers, addresses, titles, and roles in a deal.
generate leads.
Google AdWords
Contacts

Opportunities are the sales and pending deals that you
With Web-to-Lead, you can gather information from your want to track. By adding opportunities, you are also building
company’s website and automatically generate leads. Web- your “pipeline,” which will contribute to your forecast. You
to-Lead form can be used for contact me requests, can also link opportunities to campaigns to help measure
registration pages, or campaign landing pages. the ROI of your marketing programs.
Opportunities
Web-to-Lead Form

A lead is a prospect or potential opportunity - a person you Products are the individual items that you sell on your
met at a conference who expressed interest, or someone opportunities. You can create a product and associate it
who filled out a form on your company’s website. with a price in a price book. Each product can exist in many
different price books with many different prices. A product
that is listed in a price book with an associated price is
Leads Products
called a price book entry.


A forecast is your best estimate of how much revenue you Tasks are to-do items that need to be followed up on. They
can generate in a quarter. This amount is divided between can be associated with accounts, contacts, leads, or other
Commit Amount - the amount you can confidently close - custom objects. You can follow up on the task yourself, or
and Best Case Amount - the total amount of revenue you assign it to another user.
might possibly generate. A manager’s forecast should
Task
Forecasts include the amount of revenue the entire team can
generate together.

Maintain a historical record of all activities related to an
account, contact, or opportunity. Your activity history
includes emails, call notes, and calendar events, so
A contract is a written agreement between two or more
everyone is on the same page.
parties. Many companies use contracts to define the terms
for doing business with other companies. Track the contract Activities
through your organization’s approval process and use
workflow alerts to notify yourself when to initiate contract
Contracts renewals.
Reports are lists, summaries, and analyses of your data,
which you can display or print. To help you monitor your
organization, Salesforce offers a wide range of standard
A document library is a place to store files without attaching reports, accessible in the Reports tab. You can also create
them to accounts, contacts, opportunities, or other records. new custom reports to access exactly the information you
Each document in the document library resides in a folder. Reports need. You can subtotal and limit your data to help you
The folder’s attributes determine the accessibility of the analyze trends and get a concise picture of what is
folder and the documents within it. happening in your organization.
Documents

Dashboards give you a real-time snapshot of corporate
Group calendaring will helps you better collaborate as a metrics and key performance indicators. A dashboard is a
team, and arrange meetings with prospects and customers. group of different charts (or components) that graphically
display your custom report data. You can select up to 20
different custom reports to display data graphically as
Calendar Events Dashboards charts in each dashboard.


Make searching data and interacting with the results of your With Salesforce you can create email templates for
searches simple, smooth, and highly effective. Inline paging common emails such as web-to-lead responses, sales
and sorting features simplify the task of working with large prospecting, announcements, and internal workflow. You
sets of search results. Powerful filtering and scoping Email Templates can even personalize parts of the email with information
functions narrow searches and results. Customization from the contact or account record.
Search options enable users to design search results layouts that
are tailored for the way they work.
Plan and execute email campaigns targeted at prospects
and customers. Enterprise Edition customers can send 500
Outlook users enjoy high levels of productivity with Apex
emails per mass mailing, while Unlimited Edition customers
Connect Outlook—formerly called Outlook Edition—which Mass Email can send 1,000 emails per mass mailing. Salesforce can
makes it easy to synchronize important customer data
also integrate with third-party marketing solutions and
between two commonly used applications. With Connect
offers out-of-the-box integration with several top email
Outlook 3.0 in Spring ’07, productivity for Outlook users
Connect Outlook marketing vendors.
gets another boost with several enhancements. Users can
add emails with attachments, create contacts and leads
directly in Outlook, and create relationships between
calendar events and associated objects such as accounts
 Evaluate the success of email campaigns with integrated
response tracking and easy monitoring of key campaign
and opportunities. metrics, such as whether recipients open the messages,
Email Tracking when they open them, and more.
You can set up a Web-to-Lead form to capture contact me
requests from your company’s website. With a lead de-
dupe solution you can automatically route those requests to The ability to easily import data into Salesforce is one of the
the person who owns the account. application's key benefits. Import excel worksheets or CSV
Web-to-Lead Form (comma separated value) files. Map the information to
leads, contacts, accounts, solutions, and custom objects.
Search Import Tools on Successforce.com for more
With computer-telephony integration (CTI) capabilities, you Import Wizard
information.
can directly integrate your telephone network into
Salesforce and access it entirely through the familiar,
browser-based Salesforce interface. With the combined
power of CTI and the new Salesforce Console,
CTI Integration salesforce.com delivers unlimited productivity to your call
centers.

往來記錄蒐集名單

行銷活動篩選轉換

業務管理延伸閱讀

比較兩種主題的表達方式

僅能追蹤 HTML 格式信件

利用 Google Site 建立網站

手動修改 HTML 標籤
<form <td width="200" bgcolor="#FFFF99">
action="https://www.salesforce.com/servlet/servlet.WebToL <p><input id="company" maxlength="40"
ead?encoding=UTF-8" method="POST"> name="company" size="20" type="text" /></p>
</td>
<input type=hidden name="oid" </tr>
value="00D90000000d27W"> <tr>
<input type=hidden name="retURL" <td width="100">
value="https://sites.google.com/site/mycrmsalesforce/mark <p><font face="微軟正黑體"><b>電子郵件：
etingcampaign/20120325---mcu/thankyou"> </b></font></p>
</td>
<table border="0" width="300"> <td width="200">
<tr> <p><input id="email" maxlength="80" name="email"
<td width="100" bgcolor="#FFFF99"> size="20" type="text" /></p>
<p><font face="微軟正黑體"><b>姓氏：</b></font></p> </td>
</td> </tr>
<td width="200" bgcolor="#FFFF99"> <tr>
<p><input id="last_name" maxlength="80" <td width="294" colspan="2">
name="last_name" size="20" type="text" /></p> <p><center><input type="submit" name="submit"
</td> value="送出"></center></p>
</tr> </td>
<tr> </tr>
<td width="100"> </table>
<p><font face="微軟正黑體"><b>名字：</b></font></p>
</td>
<td width="200">
<p><input id="first_name" maxlength="40"
name="first_name" size="20" type="text" /></p>
</td>
</tr>
<tr>
<td width="100" bgcolor="#FFFF99">
<p><font face="微軟正黑體"><b>公司：</b></font></p>
</td>

修改 HTML 標籤
<form <td width="200" bgcolor="#FFFF99">
action="https://www.salesforce.com/servlet/servlet.WebToL <p><input id="company" maxlength="40"
ead?encoding=UTF-8" method="POST"> name="company" size="20" type="text" /></p>
</td>
<input type=hidden name="oid" </tr>
value="00D90000000d27W"> <tr>
<input type=hidden name="retURL" <td width="100">
value="https://sites.google.com/site/mycrmsalesforce/mark <p><font face="微軟正黑體"><b>電子郵件：
etingcampaign/graphics/ThankYouforSubmit.JPG"> </b></font></p>
</td>
<table border="0" width="300"> <td width="200">
<tr> <p><input id="email" maxlength="80" name="email"
<td width="100" bgcolor="#FFFF99"> size="20" type="text" /></p>
<p><font face="微軟正黑體"><b>姓氏：</b></font></p> </td>
</td> </tr>
<td width="200" bgcolor="#FFFF99"> <tr>
<p><input id="last_name" maxlength="80" <td width="294" colspan="2">
name="last_name" size="20" type="text" /></p> <p><center><input type="submit" name="submit"
</td> value="送出"></center></p>
</tr> </td>
<tr> </tr>
<td width="100"> </table>
<p><font face="微軟正黑體"><b>名字：</b></font></p>
</td>
<td width="200">
<p><input id="first_name" maxlength="40"
name="first_name" size="20" type="text" /></p>
</td>
</tr>
<tr>
<td width="100" bgcolor="#FFFF99">
<p><font face="微軟正黑體"><b>公司：</b></font></p>
</td>

增加行銷類型選項

記錄企劃案

自動線上報名

行銷 ROI

企劃案框架
目標對象訴求重點

行銷目標促銷計畫

活動分工企劃案會後跟追

行銷活動相關 HTML 標籤
<form <label for="Campaign_ID">行銷活動</label><select
action="https://www.salesforce.com/servlet/servlet.WebToL id="Campaign_ID" name="Campaign_ID"><option
ead?encoding=UTF-8" method="POST"> value="">--無--</option><option
value="70190000000DtDl">20120325 - Salesforce.com CRM
<input type=hidden name="oid" 雲端服務體驗營</option>
value="00D90000000d27W"> <option value="70190000000KG38">GC Product Webinar -
<input type=hidden name="retURL" Jan 7, 2002</option>
value="https://sites.google.com/site/mycrmsalesforce/mark <option value="70190000000KG39">User Conference - Jun
etingcampaign/graphics/ThankYouforSubmit.JPG"> 17-19, 2002</option>
<option value="70190000000KG3A">DM Campaign to Top
<label for="first_name">名字</label><input id="first_name" Customers - Nov 12-23, 2001</option>
maxlength="40" name="first_name" size="20" type="text" <option value="70190000000KG3B">International Electrical
/><br> Engineers Association Trade Show - Mar 4-5, 2002</option>
</select><br>
<label for="last_name">姓氏</label><input id="last_name"
maxlength="80" name="last_name" size="20" type="text" <input type="hidden" id="member_status"
/><br> name="member_status" value="" /><br>

<label for="email">電子郵件</label><input id="email" <input type="submit" name="submit">
maxlength="80" name="email" size="20" type="text" /><br>
</form>
<label for="company">公司</label><input id="company"
maxlength="40" name="company" size="20" type="text"
/><br>

建立線上報名測試頁面

線上商機加入行銷活動

隱藏行銷活動 HTML 標籤
<label for="Campaign_ID">行銷活動</label><select
id="Campaign_ID" name="Campaign_ID"><option
value="">--無--</option><option
value="70190000000DtDl">20120325 - Salesforce.com CRM <input type="HIDDEN" name="Campaign_ID"
雲端服務體驗營</option> value="70190000000DtDl"></select>
<option value="70190000000KG38">GC Product Webinar -
Jan 7, 2002</option> <input type="hidden" id="member_status"
<option value="70190000000KG39">User Conference - Jun name="member_status" value="" /><br>
17-19, 2002</option>
<option value="70190000000KG3A">DM Campaign to Top <input type="submit" name="submit">
Customers - Nov 12-23, 2001</option>
<option value="70190000000KG3B">International Electrical </form>
Engineers Association Trade Show - Mar 4-5, 2002</option>
</select><br>

<input type="hidden" id="member_status"
name="member_status" value="" /><br>

<input type="submit" name="submit">

</form>

如何篩選

在商機與機會中加入 BANT

對應商機欄位

轉換商機為機會

BANT 矩陣

Budget Authority

Need Timeline

新增 Budget 文字區域欄位

在機會中建立 BANT 欄位

銷售漏斗

銷售階段

業務預測

機會管理

銷售漏斗

來源：http://upload.wikimedia.org/wikipedia/en/5/53/Sales-funnel.png

加入合作夥伴與競爭者

在機會中加入合作夥伴

[201] salesforce for power user day 2

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