Upload
salesforce-admins
View
335
Download
0
Embed Size (px)
Citation preview
How To Solve The Biggest Problems With Salesforce TrainingLearn how to create & deliver a proven Salesforce training model that will delight your end users and impress your executive team.David GillerCEO, [email protected]@davidgiller
David Giller, Esq.
Founder & CEO
• Certified Salesforce Sales Cloud Consultant• Co-Leader of NY Salesforce User Group• 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
About Me:
• Salesforce Training• New Salesforce Implementations• Enhance Existing Salesforce Configurations• Custom App Development for Salesforce
About Brainiate:
Forward-Looking StatementStatement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Max Cooper Uses Salesforce at Acme Health Corp to track prospects &
customers.
Max (Sales Manager)
Salesforce Implementation Overview
• 500+ Sales Reps• Enterprise Edition of Salesforce
Invested $$$ on the Salesforce platform
Salesforce Rollout History
• Moved all older, historical data into
Salesforce
• Salesforce went live 1 year ago
• Conducted initial “rollout training” 1 year ago
Today’s Pain Points – Experienced by Management
• 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
Today’s Pain Points – Expressed by Reps
• “We never got proper training”
• “We don’t have time to use Salesforce”
• “Salesforce is too confusing”
• “Salesforce isn’t as flexible as _______.”
Ask Your Reps
• ..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?
How often do you find yourselves..
Can We Quantify This Pain?
• 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.
What Can Max Do?
Max (Sales Manager)
Within 2-3 Months, Max Can See:
• 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)
..without purchasing another app!
Within 2-3 Months, Sales Team Can Experience:
• 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
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...
Step 1 - Prepare
• 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.
Salesforce Administrator / CRM Team Needs To..
Step 2 - Deploy
• 1 hour training sessions via web (GoToMeeting,
WebEx)
• Weekly training sessions (Mon/Wed or Tues/Thurs)
• Sessions are recorded (no excuses!)
A mandatory core CRM training curriculum for all users
Best Practices:
Step 2 - Deploy
Standard Curriculum:
A 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 3 - Maintain
• New issues, concerns, frustrations
• Ideas to improve existing
configuration
• Sharing new best practices
Ongoing, bi-weekly “Lunch & Learn” sessions to address:
Why Record All Sessions?By recording training sessions:
• Eliminate excuses (I couldn’t attend! I forgot!)
• Help new hires & internal promotions
• Allow users to re-watch previously attended
sessions
Optional: Measuring User Competency
• 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.
Provide users with micro hands-on exercises to demonstrate ability to:
Step 1: Prepare
Step 2: Deploy (Training Curriculum)
Step 3: Maintain (Lunch & Learn Sessions)
Optional (Kick-Some-Butt) Enhancements:
3 Step – Salesforce Training Plan:
• Record all sessions
• Measure competency via micro
exercises
Review
Questions?
thank y u