orlando sfdc user group 1/2010
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Orlando Salesforce.com User Group
October 2009
Thank You Riptide!
Formed July 2008Blog - http://usergroups.salesforce.com/orlando/Meetup - http://meetup.com/Orlando-Salesforce-User-Group/Twitter – http://twitter.com/OrlandoSFDC | @OrlandoSFDC
CRM Success In The CloudOrlando Salesforce User GroupJanuary 2010 Meetup
Sponsored by:
Agenda
Welcome
Introductions
Announcements
Light Recap– Jennifer Phillips | Hilton Grand Vacations | CRM Director
Spring ‘10 Overview– Joshua Hoskins | Hilton Grand Vacations | Integrations Mgr
Mini-Dreamforce in February?
akaCRM’s Top 10 New Year's Resolution for CRM
About the User Group
Vision– Build an enthusiastic local community group that enables
members to be more successful with salesforce.com.
Objectives– Success – provide a forum for members to exchange ideas,
best practices, and lessons learned using salesforce.com– Flexibility – develop a meeting structure that allows for
flexibility, changing member needs, and maturity level– Quality - ensure that the content being delivered reflects the
needs of a majority of the members
What’s in it for you?
New ideas Tips & tricks Explore partner tools and services Networking Release Overviews
Orlando Salesforce.com User Group
October 2009
Thank You Riptide!
Formed July 2008Blog - http://usergroups.salesforce.com/orlando/Meetup - http://meetup.com/Orlando-Salesforce-User-Group/Twitter – http://twitter.com/OrlandoSFDC | @OrlandoSFDC
CRM Success In The Cloud
The Salesforce community raised over $500,000 to divide between
two incredible relief agencies.
NEW!
New Links
The Salesforce Channel : Single Source for Salesforce Video– http://www.salesforcechannel.com/
• Dreamforce 2008/2009
• Dreamforce 2009 Breakout Sessions
Orlando Salesforce.com User Group
October 2009
Thank You Riptide!
Formed July 2008Blog - http://usergroups.salesforce.com/orlando/Meetup - http://meetup.com/Orlando-Salesforce-User-Group/Twitter – http://twitter.com/OrlandoSFDC | @OrlandoSFDC
CRM Success In The Cloud
Dreamforce ’09 aka #DF09Overview by @CRMjen
Orlando Salesforce.com User Group
October 2009
Thank You Riptide!
Formed July 2008Blog - http://usergroups.salesforce.com/orlando/Meetup - http://meetup.com/Orlando-Salesforce-User-Group/Twitter – http://twitter.com/OrlandoSFDC | @OrlandoSFDC
CRM Success In The Cloud
Spring ’10 Overviewby @jhoskins
NEW! Salesforce User Interface
Fresh new look
Find your information faster
Improve Experience with New
Features
Opt-in/Opt-out (Org Wide)
Visualforce Standard
Components automatically
upgraded.
General Release (GA)
NEW! Quote Sync
Make Reps More Productive
Easily create Quotes from
Opportunities
Quote automatically updates
the Opportunity
Bi-directional
Forecasting & Reporting
stays accurate
General Release (GA)
NEW! Branded Event Invitations
In sales appearance is
everything
Maintain Brand Awareness
Invites Appealing,
Professional & Standardized
Allow the attendee to respond
via a link provided in an email
General Release (GA)
NEW! Email Preview & Global Email Templates
Send Test email to verify
merge fields are working
properly before sending your
email.
Default Task Type to “Email”
for Emails sent from
Salesforce
Email Templates now support
multiple languages.– Recipients receive an email that
match their language
General Release (GA)
FREE! Salesforce Mobile Lite
Access for all Customers
Create, Edit & Delete
Records from Standard
Objects (Account, Lead, Task,
etc)
Helps Reps Be Productive
Anywhere
General Release (GA)
NEW! Filter and Search for the iPhone
Find specific data easier than
before
Include on every tab and list
view
Records are automatically
reduced as you type
General Release (GA)
NEW! Link to Record for Backberry
Automatically open record in
the native blackberry
application
General Release (GA)
Computer Telephony Integration (CTI) 2.0
Custom Screen Pops
Automatically display relevant
information to the user
All Clicks – No Code!
General Release (GA)
NEW! Entitlements & Service Contacts
Users can verify services customer is
entitled to
Create services contracts and specify
SLAs (First Response & Resolution Time)
Track the level of service you are
providing to your customers
Enforce Service Levels w/ Time
Dependant Rules
SLA Performance Reporting
Ensure customers are getting the right
level of support
Users can easily identify opportunities to
sell or up sell support offerings
Track Commitments
Visual Indicator on very case!
Salesforce Knowledge Update
Provide higher level of
customer support allowing to
find specific support and
articles that make the most
sense.
Partner Portal Integration
SOQL/SOSL API Access
General Release (GA)
Salesforce Answers
New way to engage with customers
Engage your customer community for
support in a different way
Allow users and customers to tap into
the knowledge of your community
Questions are answered by
Customer or your users
Best Answer rises to the top
Similar to
Similar to LinkedIn Answers!
General Release (GA)
Spring ‘10 Notes & Release Schedule
Content is still in the works, release date is “Coming Soon”– Announced at Dreamforce ’09 – Content will no longer be an addition charge
Branded Events work in all editions
Entitlements & Service Contact available in Enterprise & Higher
How do I determine what instance I’m on?
Spring '10 Sandbox Preview Instructions
https://sites.secure.force.com/blogs//apex/ideaView?c=09a30000000D9xo&id=087300000006sT7AAI
Housekeeping
Mini-Dreamforce in Febuary?– (1) Weekend Day?
– 4 to 6 hours?
Orlando Salesforce.com User Group
October 2009
Thank You Riptide!
Formed July 2008Blog - http://usergroups.salesforce.com/orlando/Meetup - http://meetup.com/Orlando-Salesforce-User-Group/Twitter – http://twitter.com/OrlandoSFDC | @OrlandoSFDC
CRM Success In The Cloud
Thanks for AttendingSee you next month!
Follow us on
@jhoskins@CRMjen@OrlandoSFDC
Orlando Salesforce.com User Group
October 2009
Thank You Riptide!
Formed July 2008Blog - http://usergroups.salesforce.com/orlando/Meetup - http://meetup.com/Orlando-Salesforce-User-Group/Twitter – http://twitter.com/OrlandoSFDC | @OrlandoSFDC
CRM Success In The Cloud2010 The Year We Make Contact:
Top 10 New Year's Resolutions for CRM
#1 : I will understand my data.
Embedded in your CRM system is a wealth of information, that when
properly organized and exposed can serve as a decision support system.
Utilize views, reports and dashboards to ask and answer key questions.
Analytics is what salesforce.com does best. If you can't get at the data, it
is possible your system isn't configured properly. Your system set-up
should be driven by the analytics you need.
#2 : I will give my Salesforce CRM deployment a health check.
Each year, salesforce.com releases 2 or 3 major releases, each with
hundreds of improvements. In my near decade of experience with
salesforce.com, I find that most companies are not aware of the new
features where were release after the initial deployment and never
enabled. Consequently, they aren't getting the value that they are paying
for. See our cost-effective Health Check service for unleashing your
potential.
#3 : I will make sure our CRM system is aligned with executive and organization objectives.
As people join your company or depart, personal objectives and company goals
change. Ensure that your Salesforce CRM system is tracking the metrics and
objectives that the company is currently focused on. Do you know what they are?
#4 : I will review my data quality and take steps to improve it.
Missing data, duplicates, records assigned to inactive or incorrect users,
unpopulated fields, absence of data validation rules, inappropriate field
requirements, out-dated pick lists and business cards sitting in desk
drawers. These are just examples. Contact akaCRM to discuss how our
data therapists can get your data into top shape and create processes and
automation to ensure it stays that way.
#5 : I will survey our Salesforce CRM users and understand how well we are serving them.
Sometimes it is so obvious that we forget to do it, but ask the people that
are using the system and find out what is missing, what is wrong and what
help is needed. Consider brown-bag lunches, surveys or bring in akaCRM
to facilitate a session to understand the top 5-10 actions that could be
taken to get the most out of your Salesforce CRM investment.
#6 : I will offer and provide training to our CRM system users and get additional training for myself in order to best leverage our investment.
Assuming you trained your people when you deployed salesforce.com in
your company, I'd bet that some people may have left and others have
joined. I'll bet there are advanced features that exist today that weren't
there when you did your training. I'd also bet that the skill level that people
have with Salesforce CRM has grown and they are now ready to move
from the basic features to advanced features. You've already paid for the
system, why not invest a little in the people to make sure their skills are
keeping up with the pace of change?
#7 : I will not be afraid to ask for help. I don't know what I don't know and can't finish what I don't have time or training to do
There is no shame in asking for help and failing to do so, can actually be a
sign of weakness. At the request of a number of our clients, we put
together cost-effective support packages ranging from 4 hours to 40 hours
to help you finish your projects, tune your systems and get set for the new
year.
#8 : I will commit to understand social media this year and learn how it intersects and leverages CRM.
Your competitors, prospects and customers are having a dialogue right
now in the social media that involves your industry and potential your
products, services and brand. Will you choose to participate and moderate
these dialogues or choose to be oblivious to them? Let us
create a simple social media plan for your business as a starting point.
#9 : I will understand my personal metrics, how I am measured and make sure they are incorporated in a personal dashboard.
We all have bosses, we all want to get better and we all want to be
recognized for our accomplishments. One of the best ways to get the
recognition you deserve is make sure the way you are evaluated is
reflected through metrics in salesforce.com. That way, there are no
surprises for you, your boss or your company. Once you see where you
stand, you can now take steps to improve (and receive recognition for your
achievements). Additionally, measuring relevant data points gives you
ground for which to request support and resources.
#10 : I will make sure my team's personal metrics are exposed to them and will provide updated quotas/expectations for them.
If it's good for you, it's good for them. Transparency within the team and
the organization is a good thing. Recognize your top performers and let
your bottom performers understand their ranking so they might be
motivated to improve or re-think their career choice. If you have new
expectations for 2010 (quotas, measurement points, critical-success-
factors) communicate them early in the year and your Salesforce CRM
system is a great way to do this.
#11 : BONUS: I will participate or lead an annual review of our Salesforce CRM deployment.
Don't count on someone else to drive the items in this list. Take charge or
forward this article to another individual if you have someone that is
responsible for this initiative. The sooner you get started, the sooner you
get the benefits.