Augmentez vos ventes et restez 
productif où que vous soyez ! 
Frédéric Michelon 
AccountManager 
fmichelon@salesforce.com
Directive Safe Harbor 
Déclaration conforme à la directive «SafeHarbor » contenue dans la loi américaine intitulée «Privat...
De nouvelles opportunités pour interagir avec vos clients 
5Mrd 
de smartphones 
d’ici 2017 
Terminaux 
mobiles 
50Mrd 
d’...
Vers une transformation numérique de votre entreprise 
Employés 
Connectés 
Partenaires 
Connectés 
Produits 
Connectés Te...
Les systèmes actuels limitent vos possibilités de succès 
Procédures 
manuelles 
Systèmes 
Fichiers Tableur / Email déconn...
Les réalités du métier de commercial 
Objectifs 
non 
atteints 
Informations 
limitées 
Information perdue entre le 
marke...
La solution CRM qui s’adapte à vos besoins 
La plateforme client pour vendre où que vous soyez 
Console 
Télévendeurs 
Pla...
Vendez où que vous soyez avec le Sales Cloud 
Cloud . Mobile . Social 
Piloter 
l’entreprise 
+45% 
Amélioration de la 
pr...
Faire 
Croître le 
Pipeline
Convertissez plus rapidement vos prospects en clients 
Optimisez vos ventes 
de bout en bout 
Notation et acheminement des...
Suivez toutes vos interactions clients 
Augmentez votre efficacité 
grâce à la veille sur les réseaux 
sociaux 
Mises à jo...
Améliorer la 
productivité 
Commerciale
Utilisez Chatter pour connecter vos commerciaux avec vos 
experts, vos clients et toutes les bonnes informations 
Améliore...
Vendez où que vous soyez et depuis n’importe quel terminal 
grâce à Salesforce 1 
Accès instantané à toutes vos 
données c...
Augmenter la 
performance des 
commerciaux
Automatisez vos processus commerciaux 
Aidez vos commerciaux à 
prendre les bonnes décisions 
au bon moment 
Conception de...
Étendez les fonctionnalités du Sales Cloud avec la place de 
marché, AppExchange 
Transformez votre business 
grâce à des ...
Piloter 
l’Entreprise
Établissez et affinez vos prévisions en équipe 
Une vue complète et en temps 
réel des prévisions de votre 
équipe 
Synthè...
Améliorez vos performances commerciales grâce à des 
tableaux de bord en temps réel 
Aperçu complet de votre business en u...
La solution CRM qui s’adapte à vos besoins 
La plateforme client pour vendre où que vous soyez 
Console 
Télévendeurs 
Pla...
Céline Forest 
Direction Commerciale 
Responsable du Projet Salesforce 
Emmanuel Fouché 
Directeur des Systèmes d’Informat...
Les enjeux pour Cofely Services 
PERFORMANCE : 
Augmenter le taux de renégociation et de valorisation 
pour un développeme...
Sales Cloud, découvrez l'application CRM leader du marché
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Sales Cloud, découvrez l'application CRM leader du marché

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"Découvrez comment améliorer vos ventes avec le Sales Cloud ! Venez découvrir la puissance de l'offre CRM Social, Collaborative et Mobile de Salesforce.
Frédéric Michelon, Responsable de Comptes, Salesforce
Emmanuel Fouché, Directeur des Systèmes d'Information, Cofely GDF SUEZ
Céline Forest, Responsable Marketing, Cofely GDF SUEZ"

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  • Hello, my name is ____. I am going to take you on a journey and show you how to become a customer company. I want to show you how to connect with your customers in a whole new way.

    To do this, I am going to tell you a little about Salesforce.com, and then I am going to show how our customers are making a transformation in their business using social, mobile and cloud technologies to connect better with their customers.
  • Nous sommes une société cotée en bourse et c'est notre Directive Safe Harbor qui, si vous ne pouvez pas lire, vous pouvez trouver sur notre site Web. Toutes les décisions d'achat que vous faites, devraient être fondées sur la technologie actuellement disponible.
  • Key Takeaway:
    In order to take advantage of the Internet of Customers opportunity our customers need to take advantage of four technology revolutions

    Social – 4.5 billion social connections on Facebook, Twitter, etc.
    Mobile – 5 billion smart phones
    Connected (products) – 50 billion tractors to toothbrushes
    Cloud – All of this is made possible by the innovation of the cloud.

    Talk Track:
    The Internet of Customers is possible today because changes in technology is enabling us to engage in new ways with customers through social, mobile and connected cloud technologies.

    With 4.5 billion social users on Facebook, Twitter, YouTube and a host of other networks, companies can reach out to customers and have conversations at massive scale. They can not only solve their problems, but engage with them to market and sell add-on products and replacement products.

    And the rapid growth of social is fueled by the rise of mobile. With 5 billion smartphones expected by 2017, mobile apps have become a new way to engage customers, employees and partners. Smartphones have become the dashboard to our life, helping us connect to products, place orders, and access information.

    But even larger than the number of connected people and connected mobile devices are the number of connected products. There are over 50 billion connected products expected by 2017. These connected products let you engage customers as they use your product or service. When customers opt-in, you can gather usage data, help them improve their experience, and solve problems as they appear. Philips is a great example of this. Philips has connected its Sonicare toothbrush to wifi so it can track how you brush your teeth. And if you want, you can share that with your dentist. So next time you go to the dentist, he won’t ask you “Have you been brushing?”. He can just bring up the data.

    And of course, none of this would be possible without the cloud. Social networks would exist, mobile phones wouldn’t exist, and products couldn’t connect. The cloud gives us an unparalleled ability to quickly connect everything together.
  • To become a customer company, you need to connect all your employees – your inside sales team, your sales reps, your sales managers. You need to connect your partners, all your mobile devices, and even your connected sales apps so that you can better meet the needs of your customer.

    If you can do this and act on these five steps, you can become a customer company. You can connect with your customers in a whole new way..

  • Why are so many companies struggling with these constraints? It’s because in so many cases the systems they’re using – maybe they’re on premise-based – or maybe they’ve got fragmented systems, using spreadsheets in certain divisions, or maybe they use multiple CRM or CRM-like systems.
    The challenge is that all these systems and their disconnected nature are holding companies back from driving more productivity and effectiveness from their sales teams.
    For example, if your company is still forecasting in spreadsheets, it’s relying on information that quickly becomes outdated. And there is no meaningful way to collaborate on the forecast data.
    And if you’re challenged with keeping account and contacts in your systems clean and accurate – most companies embark on costly efforts involving spreadsheets and manual processes, which are typically error-prone. And, over time people start to question the reliability of the data.
    In short, you simply can’t work and move at the speed you need to, unless you’re working in the Cloud, have embedded mobile capabilities, and have social built into the core of the selling tools you’re using. Without these, it’s impossible to become a fully connected customer company and fully connect with your employees, customers, partners, and products in the way that you need to close every deal and grow your business.
  • The Sales Cloud is the world’s #1 sales application.
    It provides all the core sales capabilities your organization needs to address day-to-day selling requirements. This includes everything from prospecting for leads directly within the application – with Data.com, converting high quality leads to opportunities and progressing opportunities to close, to measuring and improving sales performance and working across direct and indirect sales channels, and so much more.
    For example, because team selling is more of an imperative than ever, Chatter is a key part of the fabric within the Sales Cloud that enables collaboration.
    And because today’s sales teams are constantly on the go, they can drive more deals wherever they are with Salesforce Mobile apps.
    And finally, with the Salesforce Platform, companies of all types and sizes can easily extend the Sales Cloud to meet their specific sales process needs.
    Now let’s go into more detail on the Sales Cloud.
  • Award Salesforce

    This is exactly what we see on the flipside with customers that use the Sales Cloud.
    When we survey our customers across all these major metrics, what we see is that companies that use the Sales Cloud grow their pipeline by 32%. They increase sales productivity by 32%. They improve rep performance by 25%. They improve forecast accuracy by 44%. And again, all of this results in a 27% improvement in sales.
    So now, let’s go into each of these core areas where Sales Cloud customers take advantage of key capabilities that we provide to help improve the performance of their business, to help transform themselves for growth, and to become fully connected customer companies.
  • And another challenge for many organizations is how they can improve the performance of their sales reps.
  • Another key to success in growing pipeline lies in the ability to manage it more efficiently and consistently.
    With the Sales Cloud you can optimize the process of taking a prospect from lead to close faster. This is because you gain the ability to model your lead routing and lead scoring processes directly in the Sales Cloud.
    This enables you to align everyone in your organization around a very focused set of parameters to ensure that leads are qualified consistently.
    It also enables you to keep your activities – from generating and qualifying leads – to working on opportunities through close – as part of the same pipeline.
    What we see with companies using the Sales Cloud to automate this process is that they improve lead conversion rates by 32%.
  • And another key part of growing pipeline is being able to understand your prospects and customers better.
    This means being able to track every single interaction your company has with your customers.
    But it also means tracking the interactions your customers have with their business colleagues on the Social Web – on sites like Facebook, LinkedIn, and Twitter.
    This is what we call Social Accounts and Contacts, and it enables you to connect and collaborate with your customers in the context of both your company’s interactions, and social interactions.
  • And another challenge for many organizations is how they can improve the performance of their sales reps.
  • One of the key ways to do this is to give your reps the power to connect with experts in your organization that can help them progress and close deals. And you can do this with Chatter.
    But Chatter isn’t just about collaborating with people. With Chatter, you can collaborate on all your content in the Sales Cloud – from presentations and deal proposals, to reports and dashboards – and more.
    In fact, sales reps can follow dashboards, which get pushed to them in real time – in their Chatter feed.
    And with Chatter you can collaborate with people on your sales team, as well as across your company. This is great for aligning your entire organization behind your sales team.
    Chatter also lets you easily connect your teams with partners and with customers in private and highly secure deal rooms. Imagine working right in Salesforce – with all the data and files you need – with your sales team and key customer contacts – all motivated to work together in closing a deal.
    Companies that use Chatter in the Sales Cloud to collaborate on selling see a 34% increase in their employee productivity.
  • Another key to unlocking the productivity of your salespeople is allowing them to sell anywhere, on any device.
    With mobility and Salesforce you can access your data instantaneously.
    We enable access across a range of devices. And we do this with Salesforce Touch, built from the ground up on HTML5 to support the ease of use and gesture-based commands synonymous with tablet devices like the iPad. We’re very excited about Salesforce Touch, as are our many customers using it today.
    We also provide a variety of native apps that run on the iPad, the iPhone, Android Devices, and Blackberries.
    And you can build your own mobile applications on top of our platform.
    Companies using the Sales Cloud and our mobile capabilities typically see a 29% gain in productivity among their sales teams.
  • And another challenge for many organizations is how they can improve the performance of their sales reps.
  • One of the key factors for success in this area is in recognizing that there are a number of processes sales teams can execute upon more efficiently, more consistently, and at higher levels of quality.
    With the Sales Cloud, we give you the ability to automate all of your sales processes.
    This helps your reps take the actions they need to at the exact right time.
    What’s really powerful about this workflow capability within the Sales Cloud is how simple it is to design business processes. It’s as easy as dragging and dropping.
    We also make it possible for your Chatter feeds to include real-time alerts, and enable approvals for items like pricing.
    This is very powerful in ensuring that managers are on top of their activities and are providing approvals sooner rather than later. It also enables teams to have conversations in real time without resorting to email.
    Whether it’s discount approvals, expense approvals, hiring decisions or more, all of these can be automated using the Sales Cloud.
  • And for so many organizations, the key to their success is in ensuring they can easily extend the Sales Cloud to meet their specific business needs.
    One of the best ways to do this is with the AppExchange.
    We have more than 1,700 cloud and mobile apps that enable you to transform your business.
    These are solutions that meet a wide range of needs, from incentive compensation, to configure-price-quote apps, and more.
    And all of these applications in the AppExchange are fast and easy to deploy.
    Right now we have more than 1.6 million installations of AppExchange apps.
  • And another challenge for many organizations is how they can improve the performance of their sales reps.
  • One of the keys in driving success as a sales team lies in the ability to forecast accurately. With the new Collaborative Forecasting capabilities in the Sales Cloud, you can do just that.
    In short, you can gain a complete real-time view of forecasts throughout your sales organization.
    Forecasting with the Sales Cloud provides you with automatic roll ups.
    It gives you visibility into quota attainment.
    Clicking on each cell gives you a complete picture of the associated opportunities that comprise the forecast amount.
    And with Collaborative Forecasting, you can easily roll up your forecast to your manager, who can do the same for her manager.
    You can apply management judgment to adjust forecast amounts for people on your team.
    And you can even start up a real-time Chatter session to discuss their forecasts.
    Companies using Collaborative Forecasting in the Sales Cloud see an improvement of 44% in their forecast accuracy.
  • Now, a critical driver for success that our customers use to improve sales performance is Salesforce Dashboards.
    With Dashboards, you can gain a complete picture of your business, based on real-time information, at a glance.
    And with Salesforce Dashboards, users can easily create, edit, and share dashboards, just by clicking, dragging and dropping. So if there’s a metric that’s really important to you as a sales leader or sales rep, you can just create your own dashboard rather than going to IT.
    And with Salesforce Dashboards, one click on a dashboard brings you into the underlying detailed data.
    And you can access Salesforce Dashboards from anywhere, like on an iPad.
    Another great use for dashboards is to model and guide behaviors. For example, let’s say there are a certain number of calls each member of your inside sales team must make to be successful. You can create a dashboard to show this activity, and see and share this information across your team to guide desired actions.
  • The Sales Cloud is the world’s #1 sales application.
    It provides all the core sales capabilities your organization needs to address day-to-day selling requirements. This includes everything from prospecting for leads directly within the application – with Data.com, converting high quality leads to opportunities and progressing opportunities to close, to measuring and improving sales performance and working across direct and indirect sales channels, and so much more.
    For example, because team selling is more of an imperative than ever, Chatter is a key part of the fabric within the Sales Cloud that enables collaboration.
    And because today’s sales teams are constantly on the go, they can drive more deals wherever they are with Salesforce Mobile apps.
    And finally, with the Salesforce Platform, companies of all types and sizes can easily extend the Sales Cloud to meet their specific sales process needs.
    Now let’s go into more detail on the Sales Cloud.
  • Today, we are all connected to employees, partners, and customers – on any devices, at any time. We are driving sales processes more effectively and efficiently than ever before. And behind every single sales interaction…is a customer. Companies now have the opportunity to be more proactive in understanding their customers to grow sales.


  • Today, we are all connected to employees, partners, and customers – on any devices, at any time. We are driving sales processes more effectively and efficiently than ever before. And behind every single sales interaction…is a customer. Companies now have the opportunity to be more proactive in understanding their customers to grow sales.


  • Sales Cloud, découvrez l'application CRM leader du marché

    1. 1. Augmentez vos ventes et restez productif où que vous soyez ! Frédéric Michelon AccountManager fmichelon@salesforce.com
    2. 2. Directive Safe Harbor Déclaration conforme à la directive «SafeHarbor » contenue dans la loi américaine intitulée «PrivateSecurities LitigationReformAct » de 1995 : Cette présentation est susceptible de comporter des déclarations conditionnelles, qui impliquent nécessairement une certaine prise de risque, des incertitudes et des hypothèses. Si l'une de ces incertitudes se concrétise ou si certaines hypothèses se révèlent incorrectes, les résultats de salesforce.com, Inc. pourraient être sensiblement différents de ceux explicitement ou implicitement avancés par nos déclarations conditionnelles. Toutes les déclarations ne portant pas sur des faits historiques peuvent être considérées comme conditionnelles, y compris les projections de disponibilité des produits ou des services, d'augmentation du nombre d'abonnés, de bénéfices, de chiffre d'affaires ou autre valeur financière, toute déclaration concernant les stratégies ou lesplans de gestion des opérations à venir, toute opinion personnelle, toute déclaration concernant les services ou les développements technologiques nouveaux, planifiés ou mis à niveau, ainsi que les contrats clients et l'utilisation de nos services. Les incertitudes et les risques susmentionnés concernent, sans s'y limiter, les risques associés au développement et à la fourniture de nouvelles fonctionnalités pour notre service, aux nouveaux produits et services, à notre nouveau modèle commercial, nos pertes d'exploitation antérieures, les éventuelles fluctuations de nos résultats d'exploitation et de notre taux de croissance, les interruptions ou les retards de notre système d'hébergement, les failles des mesures de sécurité, l'issue des litiges, les risques associés aux fusions et acquisitions réelles et éventuelles, la jeunesse du marché dans lequel nous évoluons, notre historique relativement limité, notre capacité à développer, fidéliser et motiver notre personnel et à gérer notre croissance, les nouvelles éditions de notre service, ainsi que le déploiement réussi chez les clients, notre expérience limitée en matière de revente de produits tiers, et l'utilisation et les ventes à de grands comptes. Vous trouverez plus d'informations sur les facteurs pouvant influencer les résultats financiers de salesforce.com, Inc. dans notre rapport annuel (formulaire 10-K) pour l'exercice fiscal le plus récent et dans notre rapport trimestriel (formulaire 10-Q) pour le trimestre fiscal le plus récent. Ce rapport et d'autres documents contenant d'importantes informations sont accessibles sur notre siteweb dans la partie Informations Investisseurs, section Documents pour la Commission des opérations de bourse (SEC). Certains services ou fonctions qui ne sont pas encore commercialisés et sont mentionnés ici ou dans d'autres présentations, communiqués de presse ou déclarations publiques, ne sont pas encore disponibles et ne seront peut-être pas livrés à temps, voire pas livrés du tout. Les clients qui achètent nos services doivent prendre leur décision sur la base des fonctionsactuellement disponibles. Salesforce.com, Inc. n'est pas tenu et n'a pas l'intention de mettre à jour ces déclarations conditionnelles.
    3. 3. De nouvelles opportunités pour interagir avec vos clients 5Mrd de smartphones d’ici 2017 Terminaux mobiles 50Mrd d’objets connectés 1T de capteurs connectés Objets connectés Réseaux sociaux 4.5Mrd d’utilisateurs sur les 4.5 Aggregate Social Users réseaux sociaux +58% rapidité de déploiement Cloud
    4. 4. Vers une transformation numérique de votre entreprise Employés Connectés Partenaires Connectés Produits Connectés Terminaux Connectés Clients Connectés Social Cloud Mobile
    5. 5. Les systèmes actuels limitent vos possibilités de succès Procédures manuelles Systèmes Fichiers Tableur / Email déconnectés Employés Connectés Produits Connectés Partenaires Connectés Terminaux Connectés Clients Connectés
    6. 6. Les réalités du métier de commercial Objectifs non atteints Informations limitées Information perdue entre le marketing et les ventes Difficulté à mesurer le ROI des actions Marketing Manque de collaboration entre le marketing et les ventes Pas d’accès Mobile Peu de partage d’information et experts difficiles à identifier Pas d’information centralisée sur les clients/prospects Processus de vente peu structurés Tâches répétitives et non automatisées Perte de temps liée aux e-mails et approbations Besoin de la DSI pour créer des rapports Aucune visibilité en temps réel Trop de feuilles de calcul Pipeline insuffisant Pas assez de temps pour vendre Commerciaux peu performants
    7. 7. La solution CRM qui s’adapte à vos besoins La plateforme client pour vendre où que vous soyez Console Télévendeurs Plateforme Salesforce1 Pistes et données Marketing Automation Comptes et Contacts Collaboration Mobile Opportunités Workflow Gestion de la performance Prévisions et Analyses Partenaires
    8. 8. Vendez où que vous soyez avec le Sales Cloud Cloud . Mobile . Social Piloter l’entreprise +45% Amélioration de la précision du prévisionnel Améliorer la productivité commerciale +36% Productivité Faire croître le pipeline +38% Taux de transformation Augmenter la performance des commerciaux +26% Taux de conversion +28% Ventes Source : enquête sur les relations avec les clients de salesforce.com, réalisée en mars 2013 par le cabinet indépendant Confirmit Inc auprès d'un échantillon aléatoire de plus de 5 200 clients. Le nombre de réponses varie selon les questions.
    9. 9. Faire Croître le Pipeline
    10. 10. Convertissez plus rapidement vos prospects en clients Optimisez vos ventes de bout en bout Notation et acheminement des pistes Alignement et optimisation de la génération de pistes Suivi de l'ensemble du pipeline, de la piste à la signature du contrat
    11. 11. Suivez toutes vos interactions clients Augmentez votre efficacité grâce à la veille sur les réseaux sociaux Mises à jour des informations clients en temps réel Enregistrement de chaque interaction client Collaboration en contexte
    12. 12. Améliorer la productivité Commerciale
    13. 13. Utilisez Chatter pour connecter vos commerciaux avec vos experts, vos clients et toutes les bonnes informations Améliorez votre productivité et votre efficacité Interactions instantanées avec les experts Collaboration sur les propositions, les tableaux de bord, etc. Espaces privés consacrés à la collaboration avec vos clients et partenaires
    14. 14. Vendez où que vous soyez et depuis n’importe quel terminal grâce à Salesforce 1 Accès instantané à toutes vos données commerciales Collaboration avec votre équipe où que vous soyez Accès aux données CRM et à toutes les analyses Personnalisation spécifiques à vos besoins métiers
    15. 15. Augmenter la performance des commerciaux
    16. 16. Automatisez vos processus commerciaux Aidez vos commerciaux à prendre les bonnes décisions au bon moment Conception des processus métiers par simples glisser-déposer Approbations en temps réel à partir des flux Chatter Automatisation des validations prix, remises, dépenses, etc.
    17. 17. Étendez les fonctionnalités du Sales Cloud avec la place de marché, AppExchange Transformez votre business grâce à des applications tierces dans le cloud Plus de 2000 applications cloud et mobiles Solutions propres à chaque besoin métier Accès simple et rapide + de 2 millions d’applications tierces installées
    18. 18. Piloter l’Entreprise
    19. 19. Établissez et affinez vos prévisions en équipe Une vue complète et en temps réel des prévisions de votre équipe Synthèses automatiques et en temps réel Visibilité sur la réalisation des quotas Collaboration avec vos équipes
    20. 20. Améliorez vos performances commerciales grâce à des tableaux de bord en temps réel Aperçu complet de votre business en un clin d'oeil Tableaux de bord développés par les utilisateurs eux-mêmes Analyse des données en profondeur Accès mobile aux informations
    21. 21. La solution CRM qui s’adapte à vos besoins La plateforme client pour vendre où que vous soyez Console Télévendeurs Plateforme Salesforce1 Pistes et données Marketing Automation Comptes et Contacts Collaboration Mobile Opportunités Workflow Gestion de la performance Prévisions et Analyses Partenaires
    22. 22. Céline Forest Direction Commerciale Responsable du Projet Salesforce Emmanuel Fouché Directeur des Systèmes d’Information
    23. 23. Les enjeux pour Cofely Services PERFORMANCE : Augmenter le taux de renégociation et de valorisation pour un développement de notre portefeuille SATISFACTION : Améliorer la satisfaction client en bénéficiant d’un point d’entrée unique de gestion de la relation client et une transparence entre les entités RELAIS DE CROISSANCE : Renforcer la connaissance et le suivi de nos clients pour le développement d’offres ciblées

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