8 key plays for sales success

7/31/2019 8 Key Plays for Sales Success

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8 KEYPLAYSFORSALESSUCCESSTransforming your business with Salesforce


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EBOOK

8 key plays or sales success: trans orming your business with Sales orce

Introduction ............................................................................................................................................ 2

#1: Sell as a team...................................................................................................................................... 2Case study: Kelly Services ................................................................................................................................2

#2: Go mobile.......................................................................................................................................... 3Case study: Santander Consumer USA ...........................................................................................................3

#3: Make smarter decisions...................................................................................................................... 3Case study: Dr Pepper Snapple Group ............................................................................................................4

#4: Find key in uencers aster.................................................................................................................. 4Case study: Lenovo ..........................................................................................................................................4

#5: Win more with social selling .............................................................................................................. 5Case study: H&R Block ..................................................................................................................................5

#6: Find the best fles ............................................................................................................................... 5Case study: NBCUniversal ..............................................................................................................................6

#7: Drive your sales process...................................................................................................................... 6Case study: Fireclay ile ..................................................................................................................................6

#8: Leverage the open cloud plat orm ...................................................................................................... 7Case study: Qvidian Corporation ....................................................................................................................7

Conclusion .............................................................................................................................................. 8


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8 KEY PLAYS FOR SALES SUCCESS: transforming your business with Salesforce

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IntroductionIn todays ast-paced world o mobile applications and globe-spanning social networks, your sales applicationshould work the way you doalways connected, always responsive, always evolving. Just as these ground-breakingtechnologies are trans orming the way business is done rom Boston to Singapore, your sales application mustadapt as well. Having a 360-degree view o your customers and centralized data isnt enoughyou need data thattalks to you in real time, end-to-end visibility rom a mobile device, and an open cloud plat orm that scales along with your business while meeting enterprise-class security and privacy standards.

In the same way that the Internet boom separated winning companies rom those behind the curve, the rise o social and mobile technologies is determining a new generation o industry leaders. Businesses that embrace new tools and technologies are leap rogging their competitors, seizing market share, and setting new standards ore cient operation. Teir executives are equipping their sales orces with smart phones and tablets, and celebratingcollaboration as the most e ective approach to close any deal.

Pull ahead o your competition by learning best practices or incorporating these new technologies into yourdaily operations. Tis white paper will explore how you can close more deals and save hours each week by takingadvantage o the social, mobile, and open technologies that are built right into the Sales Cloud, the worlds #1sales application.

Welcome to 8 key plays or sales success.

#1: Sell as a teamCollaborate aster to win more businessEven the most talented sales reps struggle to stay on top o all the people, documents, and apps they need toclose a deal. It can be di cult to connect with the right people in your own companycoworkers in marketing,engineering, legal, and nanceand even more challenging to identi y the most suitable contact at a prospect. Ten theres the hassle o tracking down the latest data in multiple apps and nding the most up-to-datedocuments in email, le servers, and intranets. Tese problems have plagued organizations or years, but a solutionis nally in reach. With an application like Sales orceChatter, a private and secure social network built rightinto the Sales Cloud, you can ollow the people and datathat are most relevant to you and get alerts automatically pushed to you in real time. Available on popular businessdevices like the BlackBerry, iPad, and iPhone, Chatteris especially suited to mobile teams. Barriers betweendepartments are broken down and in ormation silos aredismantled as reps e ortlessly collaborate with colleaguesand managers gain ull visibility into their teams.

Case study: Kelly ServicesKelly Services, a global leader in work orce solutions, wanted to trans orm a success ul Sales orce implementationinto an engine or driving the social enterprise. Te company rolled out Sales orce Chatter to more than9,000 employees in more than 35 countries. Adoption was spontaneous as employees across departments and

geographies began communicating and collaborating in real time. Tey ormed Chatter groups to more e ectively engage blue-chip sales prospects by sharing les, marketing ideas, sales presentations, and more. Tey also beganincorporating Chatter into strategic reviewsadding breadth and depth to the discussion as people rom aroundthe company contributed insights about how to make particular accounts more success ul. As a result, sales teamsnow have up-to-the minute in ormation on lead and opportunity status and employees across departments andgeographies can collaborate more e ciently.

Chatter has been trans ormational or our sales efort. Joe Drouin, CIO, Kelly Services


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#2: Go mobileStay productive on the road with CRM on your avorite mobile deviceIts never been more important to stay on top o business, whether youre in the o ce moving between meetingsor out o the o ce moving between geographies. Selling happens all the time, and the most e ective salespeoplemake sure they always have everything they need to close a deal. Sales orce Mobile lets salespeople see all theirdataaccounts, cases, contacts, events, leads, opportunities, price books, products, and taskswhile on the road.No matter where you are, you can log calls, respond to leads, access in ormation about accounts, and see the latestreports and dashboards, ensuring you never miss a beat. Meanwhile, Chatter Mobile takes collaboration to the nextlevel: Find, edit, and publish content rom any mobiledevice while receiving instant updates on the data andpeople who matter most. Just imagine being able to seelate-breaking in ormation about an account secondsbe ore heading into a meeting with that customer. Andbecause Sales orce and Chatter Mobile are both privateand secure, they are sa eguarded rom unauthorized use,so you dont have to worry about security breaches thatplague popular social networks or consumers.

Case study: Santander Consumer USASantander Consumer USA, a branch o the global Banco Santander, specializes in auto nancing or dealers andconsumers. Te bank decided to replace a ragmented CRM system based on Outlook and Microso t Access withthe Sales Cloud. A ter an initial 3-week roll out, the bank began to realize multiple bene ts, particularly rommobile access. Among them: Newly hired reps are able to get up to speed in just 1 week versus 6 weeks be orethe Sales Cloud. By using the system to automatically convert voicemails to text and attach them to an accountrecord, reps cut the time it takes to respond to dealer questions rom 1 hour to about 15 minutes and slashed thetime to look up in ormation on a speci c loan application rom 1 hour to 30 seconds. Chatter makes it even easierto stay on top o customer-related in ormation.

By 2010, the average ollow-up time on a loan application had decreased rom roughly 24 hours to roughly 2 hours. By saving reps an hour a day, Santander estimates that the Sales Cloud is saving the company

$1,080,000 per year. The mobile app makes us more productive.

Will Stacy IV, Director of Marketing, Santander Consumer USA

#3: Make smarter decisionsShare and collaborate on analytics in real timeForget everything youve heard about content being king. When it comes to business, data rules. A ter all, i youcant measure your companys per ormance, how can you improve it? With collaborative analytics, you can ensure you measure your business and make smarter decisions based on timely business data. In the past, it sometimestook months to get a report rom traditional analyticssolutions because they required specialized I resources.By the time a report was generated, it was requently outdated. With Sales orce analytics, everyone in anorganization is empowered to create reports anddashboards based on real-time data so everyone gets theinsights they need to be e ective. For management, thiscapability means updates made across the organizationare captured in real time so the pipeline being reported isaccurateright now. Plus, its easy to gain visibility into


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what the sales team and individual reps are doing. Having real-time access to productivity reports helps managersimprove the e cacy o their teams whether theyre local or on the other side o globe. Reps can delve intonumbers that matter to them: untouched accounts, pending large deals, or competitive leader boards. And withChatter, important in ormation is never overlooked. Anyone can add a dashboard to a Chatter eed and set it tobroadcast status updates automatically, keeping everyone up to speed and making smarter decisions.

Case study: Dr Pepper Snapple GroupDr Pepper Snapple Group, a leading beverage company, bottles and distributes sodas in North America. Te juice-and-soda king wanted to replace an aging eld sales contact manager with a more robust CRM solution.It had been using Excel to compile sales reports on more than 50 beverages or corporate review, but the manualprocess o entering the data could take up to 6 weeks and detracted rom sales e orts. A ter deploying the SalesCloud across the Fountain Food Service Division, Dr Pepper Snapple Group was able to automate trackingand measurement o eld sales activities or more than 10,000 accounts. With the Sales Cloud, the company streamlined data entry, orecasting, and reporting. Managers now veri y key per ormance indicators (KPIs),monitor sales calls, and check sales volume at a glance. Reports and dashboards provide immediate access tobusiness data and analysis, delivering an annual ROI o 56 percent.

#4: Find key in uencers ast Drive quality pipeline with the right customer contactsSuccess ul deals o ten depend on a salesperson connecting with the right decision maker. So its no surprise that clean,accurate data is critical to a success ul CRM implementation. But most organizations struggle to maintain a single,up-to-date source o valid customer and prospect data. Some industry analysts report that as much as 70 percent o CRM data can become outdated in just 12 months. Meanwhile, the cost o bad data rises quickly: 12 calls to badcontacts per day can waste as much as 20 hours per month. With Jigsaw, resh, clean account and contact data is builtright into the Sales Cloud. Continuously updated by acommunity o more than 1.8 million pro essionals, Jigsaw provides access to 26+ million contacts and 4+ millionaccounts, perpetually in using your pipeline with valid leadsand lavishing marketing with antastic data or lists andsegmentation. For sales, that means the peace o mind o knowing that contact in ormation or the key decisionmaker who can help close a million-dollar deal is already in the Sales Cloud.

Case study: LenovoLenovo, Chinas largest PC maker, established operations in the United States a ter it acquired IBMs PCoperations in 2004. Te combined company turned to Jigsaw to help improve sales and marketing data quality. Te fexibility o the solution and out-o -box integration with Sales orce made Jigsaw particularly well-suited orLenovos U.S. business environment. Sales and marketing managers quickly saw power ul results. Using accuratecontact lists rom Jigsaw helped reduce bounce rates or email campaigns and decreased return rates or directmail campaigns. Productivity rose because employees spent less time searching through multiple sources to ndcontacts. And, with access to the right contacts, sales reps are able to penetrate accounts 3 times aster and closemore deals.

Jigsaw immediately increased our sales velocity. Scott Ottman, Executive Director, Lenovo


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#5: Win more with social sellingUse social media to your advantage o be success ul in todays sales environment, reps need a true 360-degree view into their prospects. Tey need to beaware o everything rom breaking company news, to social conversations on networks like witter and Facebook, torelationships described by the social graph. Social selling is not just a buzzword, but a critical component o sales that your savviest competitors are busy masteringtoday. With social media poised to grow exponentially in the coming years, the challenge acing businesses is how to collect anddeliver the social intelligence that will maximize their salese orts. wo o the most e ective tools are Radian6 and theSales Cloud, the leader in social media monitoring paired with the power ul data o your CRM solution. Radian6lets you listen to whats top o mind or your prospects andcustomers, and the Sales Cloud provides the engine ororganizing that in ormation and putting it to work. ogether,Radian6 and the Sales Cloud give you the insights you needto close more deals than ever be ore, while building lastingrelationships with satis ed customers.

Case study: H&R Block H&R Block, the worlds largest tax-preparation business with more than 10,000 employees, launched a socialmedia program in 2007 as an extension o its traditional marketing e orts. As the company became moreengaged with social channels, the ocus o the program shi ted rom customer acquisition and lead generationto customer service. Goals o the program included responding to inquiries about the company and its productsand contributing expertise and advice to online discussions about tax preparation. As part o this strategy,the our-member team, which is housed in the corporate communications department, manages a company-sponsored community called Get It Right and monitors the stream o conversations on the social Web. Withthe Radian6 Engagement Console, the team is able to tag, assign, and respond to questions and commentsquickly. Te console also makes it easy or the executive team to review the conversations at any time. Te e ortdrives new business by proactively answering tax-related questions rom potential customers and improvesbrand awareness, reputation, and loyalty.

#6: Find the best flesWin more deals with the right content at your fngertipsIn 2010, Wired magazine reported that the amount o stored electronic data around the world would surpassa zettabyte, or 1 billion terabytes, by 2012thats the equivalent o a stack o DVDs reaching to the moonand back. But it was hardly news to businesses, which have been drowning in data or years. Te explosion o digital data presents a signi cant challenge or sales organizations. Forced to si t through a mountain o onlinedocuments rom multiple sources, reps cant be e ective i the right sales material and documents arent at their

ngertips. One way to avoid burying your sales organization in in ormation is with a eature like les, builtinto the Sales Cloud. With everything in one place, repsno longer waste time hunting through mazes o olders

and digging through email to nd the best collateral andpresentations. Files uses the most use ul Web 2.0 eatureslike tagging, search, subscriptions, and popularity rankingsso that nding and collaborating around the right contentis a snap. And with Chatter, you can post a le and get

eedback rom colleagues in real time, share a le privately with a select group, or even ollow a le so youre noti ed when a new version has been posted.


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Case study: NBCUniversalNBCUniversal, a media conglomerate owned by Comcast and GE, wanted to trans orm its advertising sales business.But rst it needed to replace existing technology solutions with a single, integrated CRM and content managementsolution that could be quickly deployed and easily updated. With help rom sales orce.com consulting, NBCUniversaldeployed the Sales Cloud in just 2 months. Core to the success o its implementation is how the company uses the

les eature to help its reps sell more. oday, NBCUniversal generates signi cant advertising revenue rom productplacements in its shows. o sell more placements, it uses les to manage video clips rom its lineup so sales reps canshow prospects how their products will be displayed. Its a world o di erence rom the traditional method o providingprospects with demographic data about viewers. Now, NBCUniversal can actually show a video o how a product willbe placed and link that video to the account in Sales orce. Since the Sales orce implementation, NBCUniversal hasmade its reps more success ul and increased its pipeline by 400 percent.

Sales orce has become the key in ormation portal or oursales and marketing teams account in o, content, analytics its all there.

Eric A. Johnson, Vice President, NBCUniversal

#7: Drive your sales process Automate your methodologies and best practicesMost CRM solutions make you align your processes to their system. But with the Sales Cloud, its easy to de neand map your sales strategy and then refect this process in your Sales orce app. Why is this ability so important to asuccess ul CRM implementation? According to a recent study by CSO Insights, the more advanced and automated your sales process, the closer your relationships with yourcustomers. One way to increase automation is to use the app torefect your sales organizations di erent sales stages, and thenmap your sales stages to the corresponding orecast categories. Tis approach gives managers a more accurate picture o thebusiness and provides reps with the consistency needed to drivee ectiveness, higher win rates, and aster sales cycles. Tereare many other ways to streamline your process and build inautomation rom designing your page layouts, to incorporatingdeal support and training, to adding quotes. With all repsaligned to your sales methodologies and best practices, youshould see dramatic improvements in your business.

Case study: Fireclay TileFireclay ile, a sustainable tile manu acturer, wanted a sales application that would automate multiple business

unctions rom ordering to manu acturing, shipping, and customer service. Goals or the new system includedend-to-end visibility across the business, improved customer service, higher productivity, elimination o double dataentry, and a reduction in overall I costs. A ter choosing the Sales Cloud, Fireclay ile set up email triggers and

workfow to automate customer service unctions such as order con rmations, ollow-up customer satis action surveys,responses to Web-to-lead orms, shipping noti cations, and post-order ollow up. Results included a dramatic increasein customer satis action rom measurable ratings o average to excellent within 8 months. In addition, the completionrate or on-time orders doubled, new leads quadrupled, and accounting overhead ell by 95 percent.

We made trans ormative improvements in almost every aspecto our business by adopting the Sales Cloud.

Eric Edelson, VP & Owner, Fireclay Tile


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#8: Leverage the open cloud plat ormTailor CRM to ft your businessNo two businesses work exactly alike, and the best CRM so tware doesnt orce them to. Depending on yourspeci c type o business rom retailer to manu actureryou can customize the Sales Cloud to meet your exactbusiness needs. Change the look and eel o the user inter ace, add built-in automation with workfow and approvalrules, or extend the unctionality o the Sales Cloud with pre-integrated applications rom the AppExchange.

On the AppExchange, youll nd hundreds o applications to add unctionality such as events management, HR management, and pro essional services. And you wont need developers to install these appsthey automatically snap into place.

In act, Sales orces open plat orm lets customers integrate to any third-party application or external Web service,rom Oracle and SAP back-end systems to Amazon EC2 or Facebook. And i you decide to switch services, data

migration tools make it just as easy to take data out o Sales orce as it was to put in. Plus, Sales orce is alsopre-integrated with Outlook 2010/2007 and Gmail, so your business can use your email application o choice while still capturing all customer interactions in one place.

You can also build your own cloud apps and websitesquickly and easily using the Force.com plat orm. It

requires no hardware or so tware; its social, so you can addcollaboration eatures to every app; and its mobile, so youcan run your apps on any plat orm or device. Customershave ound they can build apps 5 times aster and at abouthal the cost using Force.com, the plat orm as a service thatis 100 percent cloud.

Case study: Qvidian CorporationQvidian, a leading provider o sales playbook and proposal automation applications, was created with the merger o SantCorporation and Kadient. Seeking a better way or sales and support teams to manage customer in ormation, Qvidiandeployed Sales orce in just 4 days. It added Click ools, a survey app rom the AppExchange, and integrated withMarketos marketing automation so tware and Microso t Outlook. Using the Force.com cloud plat orm, Qvidian also

built custom apps or event planning, I management, pro essional services management, and trials and pilots. Amongthe bene ts Qvidian realized: Revenues increased 83 percent and I gained the equivalent o 4 days per month. Plus, visibility and productivity increased, customer service scores improved, and marketing became more e ective. Accordingto Nucleus Research, Qvidians initial implementation delivered an ROI o 1,291 percent in just 1 month and an averageannual savings o $603,203.

We customized sales orce.com to automate several processeswithout involving our IT staf.

Brian Vass, VP Marketing, Qvidian Corporation


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Conclusion As with previous technological revolutions, early adopters o applications, devices, and plat orms that aresocial, mobile, and open will take the lead, while the naysayers will get le t behind.

Just like companies eatured in the case studies, you can use the 8 key plays or sales success to move aheado your competition. As you look at ways to incorporate social, mobile, and open practices into your daily operations, consider Sales orce as a key component in the trans ormation o your business. With Sales orce,all apps are social, mobile, and open. Whether you use products like Chatter or Jigsawor build your own appson Force.comyoull be able to seamlessly share data and tap into the same underlying Chatter collaborationcapabilities.

Sales orce is the proven, low-risk, highly innovative solution with an amazingly quick time to value. Teresno hardware or so tware to install or upgrade. No lengthy training. And no unexpected costs. And with theForce.com plat orm, you can develop and deploy your own cloud solutionswithout rst having to build atechnology in rastructure.

Sales orce.com is committed to making your trans ormation as easy as clicking your keyboard. With Sales orce, you can say goodbye to your cubicle, to endless piles o paper, and to so tware that makes you want to tear yourhair out. Te social, mobile, and open uture is here.

Sales orce.com has already done the hard work or you. Youre ree to ocus on your success.For a ree 30-day trial, go to www.sales orce.com/ orm/signup/ reetrial.jsp

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8 key plays for sales success

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