Sharing Success

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Sharing Success
Jeff Challis
Customer Success Managersalesforce.com
Isabelle Kalinauckas
Customer Success Managersalesforce.com
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Agenda Sharing Success

• Resources available
• Critical Success Factors
• Benefits to Managers
• Benefits to Reps
• Promote user adoption
• Carrots Sticks

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Resources Available

• Best Practices (www.successforce.com)
• Subscribe to User Community
• Personalized Account Review
• Sent to Administrators
• sForce.com
• AppExchange.com
• User Groups
• Join http//www.dreamforce.blogs.com/join/
• Blogs http//dreamforce.blogs.com/sydney/
• International Dreamforce
• Your local friendly Customer Success Manager (CSM)

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Critical Success FactorsSix Key Areas for
Reaching Success
Training
Data Quality
Change Management
Implementation
Process Definition
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Promote Benefits to Managers Carrots

• Dashboards Focus on Top Priorities, Data
  Quality, Performance
• Opportunity Forecast Pipeline reports Improved
  visibility communication
• Big Deal Competitive Alerts Real-time momentum
  of the business
• Leads management (W2L) Monetize company website
  use W2L to integrate with SFDC
• Outbound Communication - Company collateral
  Store in Documents updated by Marketing
• Self-Service Portal Public Knowledge base
  Allow customers to solves issues themselves

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Promote Benefits to Reps Carrots

• Mass e-mail templates tracking Improve
  productivity
• Search functionality Use it across the
  application
• Outlook Integration Synchronization Stay in
  synch
• Documents tab Easy access to critical collateral
  (e.g. price lists)
• Reports Dashboards Improved productivity with
  focus on critical data
• Offline Wireless edition Access to customer
  data at all times

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Promote User Adoption Sticks

• Promote usage If its not in SFDC it doesnt
  exist
• Tie Compensations Expense approvals to Reports
  Only paid if required fields are completed
• Mandate usage Monitor weekly login report
• e.g. Wall of Shame or Wall of Fame
• Manage out of SFDC No calls/reviews with reps
  without SFDC screen in front of both of you

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Summary - Sharing Success

• You are not alone
• Use the free resources that are available to you
• Six key areas to success (self-assessment)
• Executive Sponsorship
• Change Management
• Data Quality
• Implementation Quality
• Process Definition
• Change Management
• Sell the Whats in it for me aspect
• Carrots Sticks