Salesforce Insurance User Group

1
Salesforce Insurance User Group
Business Metrics and Reporting
May 14th, 2009

• Meeting Logistics
• Please mute your phone (press mute or 01)
• Use Raise Hand Button to ask a question or make
  a comment
• Please do not put us on hold!
• Click Chat Icon in lower right hand corner to
  speak to other users

2
Legal Disclaimer

• The purpose of this meeting of the Salesforce
  Insurance User Group is to allow Salesforce
  users to network, share best practices around the
  Salesforce tool and learn about upcoming
  releases. Some of the companies in attendance are
  competitors to each other. To avoid antitrust
  problems, the following legally-sensitive
  subjects should not be discussed by competitors
  at or during the meeting
• Current or future list prices, price information
  or pricing plans refund or rebate plans
  discount plans credit plans specific product
  costs profit or margin information or terms of
  sale
• Current or future salaries, benefits or benefit
  levels, or other forms of compensation provided
  to officers, directors, or employees
• Current or future marketing plans of specific
  competitors
• Purchasing plans or bidding plans (except
  privately between two parties with a vertical
  commercial relationship such as supplier and
  customer)
• Business plans relating to specific customers,
  suppliers, geographic markets or products
• Agreements between competitors to allocate
  markets, customers or products
• Complaints about particular customers or
• Agreements between competitors to refuse to deal
  with a competitor, supplier, or customer.
• All participants in this meeting are obliged to
  speak up immediately for the purpose of
  preventing any discussion falling outside the
  bounds indicated by these guidelines.
  Participants are also further advised to raise
  questions they may have about these guidelines
  with their company counsel prior to engaging in
  any questionable discussions.

3
Agenda

• Quick Survey
• User Group Overview
• Insurance Industry Business Metric Discussion
• Salesforce Analytics Roadmap
• Analytics Partner Landscape
• Other Resources and Next Steps

4
Agenda

• Quick Survey
• User Group Overview
• Insurance Industry Business Metric Discussion
• Salesforce Analytics Roadmap
• Analytics Partner Landscape
• Other Resources and Next Steps

5
Introducing Salesforce User Groups

• What are they?
• Run for and by customers
• Groups of users who share a common interest
• Why Join?
• Network with your peers
• Share best practices
• Learn from other users
• Discover new solutions
• Have fun!

6
The Salesforce Insurance User Group

• Leaders
• Dora Abbatine Director of Commercial Lines
  Distribution Technology, Liberty Mutual
• Jim Ryan Vice President Sales and Marketing, AIU
  Holdings
• Kevin Edelmann CRM Product Solutions
  Administrator, Delta Dental
• Salesforce Sponsors
• Jeremy Silver Sr. Customer Success Manager
• Kardyhm Kelly Director, Industry Solutions

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Agenda

• Quick Survey
• User Group Overview
• Insurance Industry Business Metric Discussion
• Salesforce Analytics Roadmap
• Analytics Partner Landscape
• Other Resources and Next Steps

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Traditional Insurance CRM Metric Categories

• Distribution Channel Management
• Submission and Pipeline management
• Agent effectiveness
• Submission Management
• Ratio tracking (e.g, .quote-to-bind)
• Submission workload management and prioritization
• Retention
• Persistency ratios
• Products per insured
• Cross-Sell/Up-Sell
• Products per insured
• Associated product tracking

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Essential End-to-End Sales Cycle Management
Campaign
Account
Lead/Opportunity

• Campaign Tracking
• Target Market Identification and Qualification
• Affinity/ Demographic Profile
• Account v. Contact Participation
• Campaign Effectiveness
• Account and Contact Management
• Relationship Management Coordination
• In-force and cross-sell opportunities
• Core buyer and influencer identification
• Production Credit Tracking
• Lead and Opportunity Management
• Lead and opportunity conversion rates
• New versus renewal effectiveness
• Distribution Channel Partner Coordination

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Agenda

• Quick Survey
• User Group Overview
• Insurance Industry Business Metric Discussion
• Salesforce Analytics Roadmap
• Analytics Partner Landscape
• Other Resources and Next Steps

11
Agenda

• Quick Survey
• User Group Overview
• Insurance Industry Business Metric Discussion
• Salesforce Analytics Roadmap
• Analytics Partner Landscape
• Other Resources and Next Steps

12
Agenda

• Quick Survey
• User Group Overview
• Insurance Industry Business Metric Discussion
• Salesforce Analytics Roadmap
• Analytics Partner Landscape
• Other Resources and Next Steps

13
Additional Analytics Resources

• Advanced Reporting Techniques Webinar June
  25th, 12PM EST (Invite coming via email)
• Salesforce Community Website
• http//www.salesforce.com/community/
• Salesforce Analytics Blog
• http//blogs.salesforce.com/analytics
• KPI Library Website
• http//kpilibrary.com/
• Summer 09/Spring 09 Release notes
• https//na1.salesforce.com/help/doc/en/salesforce_
  summer09_release_notes.pdf
• https//na1.salesforce.com/help/doc/en/salesforce_
  spring09_release_notes.pdf

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Salesforce Industry Initiatives Update

• New Announcements
• Salesforce.com has joined ACORD!
• Exhibiting at ACORD LOMA Technology Forum May
  17-19th
• Visit us at Booth 1514!
• ACORD transformer/connector for Salesforce.com
  Informatica
• In Progress
• Agency management systems integration
• Preferred partner program
• Domain Expertise
• Vertical Experience
• Insurance-specific applications
• Questions/Ideas/Issues kkelly_at_salesforce.com

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Next Steps

• Sign up for Linked In group
• http//www.linkedin.com/groups?gid1794982 (or
  search groups for Salesforce Insurance User
  Group on linkedin.com )
• Post questions, issues, best practices or other
  info of interest to the group.
• Check the user group blog for future meeting
  information and notes.
• http//www.usergroups.salesforce.com/insurance )
• Plan now for our Next Meeting Date
• August 13th (1PM EST)

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Thank you for joining!