"Ça va signer" avec Sales Cloud !
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"Ça va signer" avec Sales Cloud !
- 2. « Ça va signer » avec Sales Cloud ! Géraldine Viols Strategic Account Executive Salesforce gviols@salesforce.com
- 3. Déclarations conditionnelles Déclaration conforme à la directive « Safe Harbor » contenue dans la loi américaine intitulée « Private Securities Litigation Reform Act » 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, 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 les plans 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, 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 site web 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 fonctions actuellement disponibles. Salesforce, Inc. n'est pas tenu et n'a pas l'intention de mettre à jour ces déclarations conditionnelles.
- 4. Entrez dans l’ère du client Powered by Lightning Connectez vous avec vos clients comme jamais ! Gérez votre business depuis votre smartphone Créez des parcours clients personnalisés Enrichissez votre connaissance client
- 5. Remportez des contrats plus rapidement Salesforce SteelBrick et intégrations Microsoft Prenez de meilleures décisions SalesforceIQ et Sales Wave Analytics Travaillez à votre manière Plateforme Lightning et écosystème Salesforce Vendez où que vous soyez Application mobile Salesforce1 L’application de ventes n° 1 Sales Cloud Lightning Philippe Martinez Directeur Général
- 6. L’atout Salesforce Gérez vos ventes depuis la plateforme qui s’améliore continuellement Cloud multitenant Personnalisation rapide d’applis Plateforme extensible basée sur des métadonnées Sécurisée et fiable
- 7. Salesforce reste le leader pour les forces de ventes années consécutives Magic Quadrant pour l’automatisation des forces de ventes (SFA) Juillet 2015; Analyste(s): Rob DeSisto, Tad Travis This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
- 8. + de 150 000 clients
- 9. Les 4 piliers de la réussite commerciale Carrie Mantione Améliorez votre pipeline Augmentez la productivité Prenez les bonnes décisions Renforcez l’adoption grâce à la personnalisation
- 10. Les 4 piliers de la réussite commerciale Carrie Mantione Améliorez votre pipeline Augmentez la productivité Prenez les bonnes décisions Renforcez l’adoption grâce à la personnalisation
- 11. Accélérez vos opportunités commerciales Visibilité et précision grâce aux tableaux de bord Suivi des opportunités et alertes Tableau de bord d’activités
- 12. Krishna Bhagavan Yelp Améliorez votre pipeline Augmentez la productivité Prenez les bonnes décisions Renforcez l’adoption grâce à la personnalisation Les 4 piliers de la réussite commerciale
- 13. Vendez où que vous soyez avec les applis mobiles Depuis tous les types de terminaux Gérez votre business depuis votre smartphone Téléchargez aujourd'hui Enrichissez la connaissance client de chaque commercial Inbox Désormais disponible hors-ligne
- 14. Gérez vos priorités Suivez la performance par rapport à vos objectifs Obtenez des informations utiles sur vos comptes clés au bon moment Allez à l’essentiel, chaque jour Aidez vos commerciaux à gérer leurs priorités avec Sales Cloud Home
- 15. :: : : : Aidez chaque commercial à réussir Accompagnez vos commerciaux à chaque étape du cycle de vente Définissez vous-mêmes les étapes clés de votre cycle de vente Intégrez des conseils et meilleures pratiques Fournissez des informations pertinentes au bon moment
- 16. Enrichissez vos profils clients Organisez vos notes dans votre appli CRM Ne perdrez rien grâce à la sauvegarde automatique Liez une note à un compte, un contact ou une opportunité Prenez des notes en contexte et associez-les au bon élément
- 17. Créez rapidement des devis précis Générez vos propositions et vos contrats facilement Automatisez votre processus de facturation Powered by Finalisez vos contrats plus rapidement Concluez vos opportunités en toute simplicité avec SteelBrick
- 18. Anthony Vitalone Les 4 piliers de la réussite commerciale Améliorez votre pipeline Augmentez la productivité Prenez les bonnes décisions Renforcez l’adoption grâce à la personnalisation
- 19. Détectez des tendances et agissez en conséquence depuis tous vos terminaux Découvrez les facteurs clés de performance Accédez à des tableaux de bord pré-remplis avec vos données Sales Cloud Analysez vos données facilement Utilisez Sales Wave pour obtenir une meilleure vue de votre business Powered by
- 20. Concentrez-vous sur vos opportunités clés Sachez exactement où en sont vos opportunités Créez des vues de pipeline personnalisées Utilisez des alertes intelligentes pour intervenir sur vos opportunités à risque Maintenez votre pipeline à jour en déplaçant vos opportunités dans le cycle de vente
- 21. Guillaume Attia Senior Manager Solution Engineer
- 22. Les 4 piliers de la réussite commerciale Natalie Kwong Améliorez votre pipeline Augmentez la productivité Prenez les bonnes décisions Renforcez l’adoption grâce à la personnalisation
- 23. Renforcez l’adoption avec des fonctionnalités qui facilitent la vie de vos équipes Utilisez la plateforme Salesforce pour personnaliser l’expérience Sales Cloud Personnalisez vos pages Composants Lightning Personnalisez vos applis Console de ventes Personnalisez vos profils Lightning App Builder
- 24. Automatisez vos processus et gagnez du temps Soyez plus rapide grâce à des actions personnalisées
- 25. Profitez de vos applications de productivité Augmentez la productivité avec les intégrations Office365 Gérez votre boîte de réception avec l’application Salesforce pour Outlook Synchronisez votre calendrier, vos contacts et vos tâches Créez des éléments directement depuis Outlook Travaillez plus efficacement, mieux et en collaboration +
- 26. Repoussez les limites de Sales Cloud Avec des applications pré-intégrées + de 2 950 applis cloud et mobile Des solutions pour tous les besoins métiers Accès rapide et simple Contrats ∙ Rémunération et bonus ∙ Devis ∙ Commandes ∙ Gestion de territoires ∙ Gestion des partenaires∙ Intelligence commerciale ∙ Signature électronique ∙ Performance commerciale
- 27. Guillaume Attia Senior Manager Solution Engineer
- 28. Les 4 piliers de la réussite commerciale Carrie Mantione Améliorez votre pipeline Augmentez la productivité Prenez les bonnes décisions Renforcez l’adoption grâce à la personnalisation
- 30. Ne manquez pas… 15:00 - 15:40 (Salle plénière) Email à Elise - Marketing Cloud 17:00 - 17:40 (Salle 4) "Que la force soit avec nous" ou comment Salesforce utilise Salesforce 18:00 - 19:00 (Salle plénière) « La force de la bienveillance » avec Matthieu Ricard Donnez votre avis aux bornes d’enregistrement ou en ligne et recevez un délicieux cadeau GAGNEZ
Notes de l'éditeur
- Alternate titles: Customer Experience: The Future of Marketing The Future of Marketing is Customer Experience Good morning and welcome everyone to Connections 2016!
- Salesforce est une société coté en bourse sous le symbole CRM. Si vous prenez des décisions d’achats, faites les sur la base de ce qui est disponible aujourd'hui et non sur des annonces qui peuvent être faites lors de cette présentation. Merci
- You need a customer success platform Become a customer-obsessed company with the Salesforce CSP At Salesforce, our mission is to help you close the gap and become a customer company - a company focused on creating long-term relationships with its customers. Our customer success platform solely focused on helping you connect with your customers in a whole new way. You want to build 1 to 1 relationships with your customers. You expect a seamless experience regardless of platform or device you choose. That is our commitment to you. And continuous investment in our ecosystem, now the world’s largest in the enterprise. Get ready for a new kind of customer success.
- To get everyone on the same page, I want to remind you that the Sales Cloud is the world’s #1 sales application. It provides all the core sales capabilities like opportunity management, collaboration, and sales reports that your organization needs to sell faster, sell smarter, and sell the way you want. All of these capabilities were built from the ground up to help salespeople be more productive, whether or not they’re out in the field with customers, in the office making sales calls, or on the road looking for new business. The Sales Cloud is built on the Customer Success Platform, which makes it possible for any company to customize the application to the way your business works. What’s the core benefit of the Customer Success Platform?…. (continued on next slide)
- Why do customers choose Salesforce? Our key differentiator is the Customer Success Platform that I mentioned earlier. The Customer Success Platform means that every company gets the Salesforce Advantage. Because Salesforce uses a multi-tenant cloud model, all of our customers are on the latest version of the application. That means that our development teams can focus on innovation - delivering the features that are most important to your business. We offer continuous improvement to security, availability and performance. No matter the size of your company, these benefits are yours. This multitenant infrastructure becomes especially powerful when coupled with our scalable metadata platform which allows you to completely customize your instance of Salesforce and have those customizations protected when we upgrade our code base 3x a year. With 48 major releases and counting, we are the most trusted enterprise cloud.
- For the past 9 years, the Sales Cloud has been named as the leader in the Gartner Magic Quadrant for Salesforce Automation. We are proud of this accomplishment, and we believe it speaks to the success that our customers have achieved.
- More important than analyst recognition is customer success. Over 150,000 customers are using Sales Cloud to grow their sales. These customers are of all sizes, come from all industries, and are located around the globe.
- I believe that there are 4 groups of best practices that can help a company go from good to great. They are: Build better pipeline Accelerate productivity Make insightful decisions Drive adoption through customization
- Let’s first talk about building better pipeline.
- We all know dashboards are a great way to provide visibility and accountability for both account reps and sales management. But what dashboards in particular are best? At Salesforce, there are two dashboards that our sales management uses every single day: the “Clean Your Room” dashboard and the AMP dashboard. The clean your room dashboard shows opportunities that have been pushed too many times, ones that are closing soon that don’t have activities, and big deals that are missing important fields. By surfacing this information on a “wall of shame” of sorts, reps now have public accountability for their actions. There’s incentive for them to keep their data clean and follow up with opportunities that need attention. And to balance the stick with a carrot, we have our AMP dashboard for our business development team. AMP stands for activities, meetings, and pipeline. These are the tasks and actions that we believe lead to pipeline creation. Calls and emails lead to meetings. Meetings lead to opportunities. And opportunities equal pipeline. We measure each of these tasks and display them on a leaderboard to highlight those people who are hitting and exceeding their goals. We play on our salespeople’s competitive nature to encourage our junior salespeople to hit their goals and build pipeline faster.
- Now that we’ve talked about building better pipeline, let’s discuss how to accelerate productivity.
- For organizations that have field sales reps, you know that you need them to remain productive while they’re on the road. Why should reps have to wait until they get back into the office to log meeting notes, submit quotes, or collaborate around a competitive deal? Salesforce1 helps our top customers arm their reps with all of their CRM on their smartphones. They can access their contacts, their opportunities, their files, their data and even all of their AppExchange apps - from anywhere. Now, what about email? Most of your teams probably spend a lot of their time looking through and responding to email, and when they’re on the road it’s even more important to be productive. SalesforceIQ for Sales Cloud brings a new level of intelligence to your inbox. You can now create a contact, an account, or an opportunity - right from your email. All of that is captured automatically in Sales Cloud. SalesforceIQ for Sales Cloud makes it effortless to move deals forward while keeping Salesforce data up to date. Both of these apps will help your salespeople maintain their productivity while on the road.
- We’ve talked about productivity on the road, but what about when you’re back in the office? Customers who have turned on the Lightning Experience have a new feature called “Home” which allows sales reps to prioritize their days and focus on the most important tasks at hand. At the beginning of every day, reps can see how they’re doing against their sales targets by checking out the quarterly performance chart. They can see breaking news about all of their accounts with insights. It’s like a an account briefing book that’s personalized and updated automatically for each rep. The assistant shows all of the leads assigned to them that day, opportunities that need attention, and the tasks that need to be completed that day. Home keeps reps on track and productive, each and every day.
- Another feature that our top customers are using to keep their sales reps on track is Sales Path. Sales Path visualizes the sales process to help know exactly where they stand in a deal, including how long they’ve been in each stage. Most importantly, these companies have baked in best practices so that reps know the steps to success at that stage and which fields are most important to concentrate on. They’ve even surfaced the documents that are typically used at that stage, whether it’s a pitch deck, a quote template, or a contract. Sales path helps reps be more productive by highlighting what’s important and giving the right advice at the right time.
- Another productivity feature that our top customers are using is our all-new Notes application. If you think about it, a lot of the writing salespeople do every day are notes about the deals that they’re working on. These notes usually end up on post-its, notepads, index cards, or whatever other manual system the rep might have. When they get home at night, reps *might* transfer some of these notes to the sales application they’re using. With our new notes app, our most successful customers are putting their notes directly into the Sales Cloud using an intuitive interface they’re used to with other consumer apps. They can relate these notes to multiple CRM objects like accounts, contacts, and opportunities. And they won’t lose any of their work because autosave comes built-in.
- When Sales teams are looking to close their deals more quickly, it’s important to have an efficient, accurate way to quote, invoice, and collect cash. We are excited to introduce our newest member of the Sales Cloud family SteelBrick. With SteelBrick reps can quickly create accurate sales quotes and deliver them directly to their customers. Generate beautifully designed proposals. And ensure the sales ordering and billing process is automated and connected to key ERP systems. SteelBrick is built directly into Salesforce so the quote-to-cash process is a breeze for all Salesforce customers.
- Thanks XXX for that demo. The next best practice that I want to talk about it making insightful decisions.
- Our customers who have seen the most success with Sales Cloud are those that understand what’s going on with their business and are able to take action on it. We believe that business insights shouldn’t be something that only Sales Operations owns or that you need to log a ticket with IT to get. Instead, you should be able to empower your end users - sales reps and sales managers - with the information they need to make important decisions. The Sales Wave Analytics App allows users to do pipeline management and forecasting very quickly. They can see exactly how they’re trending month over month, quarter over quarter, and year over year. They can course correct if things aren’t going well. As well, they can manage their teams better by pinpointing what activities are driving the most pipeline for their business and applying them more broadly across the organization. Sales Wave Analytics App lives right within the Sales Cloud, so your team can access this data right where they are working day in and day out.
- Another best practice we’ve seen from our customers is to create an easy way to see and take action on their big deals. And they’re doing that easier and faster than ever with the all-new pipeline board. The pipeline board gives sales managers a 30,000 foot visualization of their entire pipeline. Managers can see every deal summarized by sales stage, and they can quickly figure out if they have enough deals in qualification stages to make their number for the quarter. Additionally, the pipeline board has intelligent alerts that show opportunities that have problems - they may have no activities or associated with them, or perhaps an overdue task. By creating a custom view that shows only opportunities that are above a certain value, you can concentrate your efforts on working these deals and pushing them over the finish line.
- To show you some of this functionality in action, I’d like to bring up my colleague XXX…
- The last set of best practices that I want to talk to you about are all about driving adoption through customization. While Sales Cloud has a lot of functionality out of the box, the most successful customers are ones which understand their sales processes in depth and customize the app to sell the way they want. Let’s talk about how they’re doing this.
- Customization starts at the page, app, and role level. Lightning Experience is componentized so that you can use pieces of functionality in different Sales Cloud pages depending on your needs. There are standard components that come with Sales Cloud, you can build your own, or you can download pre-built components from the AppExchange. Once you’ve decided which components you want, you can use the Lightning App Builder to customize your app to match the way you work. Lightning App Builder uses clicks not code, so you can drag and drop these components to change the app without asking IT for help. So for example, if you’re on the opportunity layout, and you want Sales Path to appear at the top, you can just edit the page and drag it to the place you want it to be. Finally, it’s a best practice to customize at the role level as well. For example, inside sales teams typically need lots of information at their fingertips as they make their calls during the day. We consolidated all the key prospecting information they need into a single view called the Sales Console. Customers using the Sales Console see big jumps in productivity because they can assess companies, identify key contacts, view multiple leads, and access sales intelligence in one place.
- Sales can sometimes think about CRM as something that their manager makes them do so they can look over their shoulders or play big brother. But we’ve found that if you can add functionality that provides value for sales reps, then they’ll come back into the app and use it more. At Salesforce, we’ve created something called a “DSR” or deal support request that we’ve had a lot of success with to increase adoption. The DSR is a custom publisher action that a sales rep can press when he needs help closing an opportunity. This action triggers a workflow that routes the request to the right people in the organization who have the knowledge to assist with their request. Instead of having to know who the exact person is in pricing, competitive, or marketing, a rep has a “help” button that does the work for them. And because of the cloud model, this publisher action is available on any desktop, phone, or tablet.
- Many of our customers are using Microsoft for their everyday tasks - email and word processing, for example. With the partnership between Salesforce and Microsoft, our best customers can deliver even more productivity-boosting functionality to their reps. Integration with Microsoft Outlook and Exchange means reps don’t have to leave their inbox to create new records, or manage your tasks and activities. Salesforce App for Outlook is 100% cloud-based, and plugs right in to your Office 365 window, no installation necessary—all of your CRM data at your fingertips. Additionally, for those customers who use Sharepoint for file storage, they can collaborate on those files directly within Salesforce without any complex integration.
- Another powerful way to increase adoption is to extend Sales Cloud to meet a company’s specific needs. One of the best ways to do this is with the AppExchange. We have more than 2,800 cloud and mobile apps that enable you to transform your business. These are solutions meet a wide range of needs, from incentive compensation, to configure-price-quote apps, to e-signature, and more. Applications in the AppExchange are fast and easy to deploy.
- To show you some of this functionality in action, I’d like to bring up my colleague XXX…
- Let’s review what we’ve seen today…
- (1) Tell us about Aston Martin and your role there I am the Chief Marketing Officer at Aston Martin Lagonda Ltd. I joined the company in November 2014 and have responsibility for global marketing and global communications for the company worldwide. I joined the company as it entered the most intense period of product investment and launches in its history. In the months that followed my arrival, our CEO Andy Palmer created a new business plan for the company that builds on this product transformation and takes the company further into new segments, markets and business opportunities. As CMO, I am focused on ensuring we bring our loyal customers on this transformational journey at the same time as bringing new customers to the brand, enabled by the growth of our product portfolio. It’s an incredible opportunity to realize the full potential of this very special company. What kind of challenges were you facing before Salesforce? The challenges were myriad. First, we had no platform to collaborate internally/with dealer partners – no single view of the customer. Second, we lacked the data to prove or disprove hypothesis about our customers and potential customers and how they were interacting with the company. Third, we had a reliance on archaic legacy systems and basic spreadsheets for managing our customers; and there was absolutely no way to access on mobile devices or have real-time reporting. Finally, we were disjointed in the way we communicated to our customers. (3) How are you using Sales Cloud? Most importantly, Sales Cloud has created a single view of the customer which is shared with our dealer community. This enables us to both create and deliver the excellent ownership experience to match the quality of our hand-crafted cars. The reporting functionality has been a major breakthrough, enabling that single truth for the state of the business and truly enabling deeper insights into our customers. In turn, our customers benefit from a quality of service from Aston Martin that they expect from a brand of our reputation. (4) What kind of benefits are you seeing? Benefits and have been rapid. With the launch of the DB11, we were able to have a consistent view of customer interest and subsequent sales performance. The real time reporting has supported better decision making and an improved customer experience, such as invitations to the right events to the right customers. (5) What best practices can you share with your colleagues here? Clearly, it has been the use of technology to achieve a quantum leap forward in a short space of time and with relatively low cost. We chose Sales Cloud because we knew it would constantly improve and constantly offer us new functionality that could be tailored to our specific requirements. As a business in transformation, having a solution that can grow and adapt as our business changes and evolves is critical for our success.