Orlando SFDC User Group 1/2010

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Orlando Salesforce.com User Group October 2009 Thank You Riptide! Formed July 2008 Blog - http://usergroups.salesforce.com/orlando/ Meetup - http://meetup.com/Orlando-Salesforce-User-Group / Twitter – http://twitter.com/OrlandoSFDC | @OrlandoSFDC CRM Success In The Cloud Orlando Salesforce User Group January 2010 Meetup Sponsored by:
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Transcript of Orlando SFDC User Group 1/2010

Page 1: Orlando SFDC User Group 1/2010

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:

Page 2: Orlando SFDC User Group 1/2010

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

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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

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What’s in it for you?

New ideas Tips & tricks Explore partner tools and services Networking Release Overviews

Page 5: Orlando SFDC User Group 1/2010

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.

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NEW!

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New Links

The Salesforce Channel : Single Source for Salesforce Video– http://www.salesforcechannel.com/

• Dreamforce 2008/2009

• Dreamforce 2009 Breakout Sessions

Page 8: Orlando SFDC User Group 1/2010

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

Page 9: Orlando SFDC User Group 1/2010

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

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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)

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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)

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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)

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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)

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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)

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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)

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NEW! Link to Record for Backberry

Automatically open record in

the native blackberry

application

General Release (GA)

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Computer Telephony Integration (CTI) 2.0

Custom Screen Pops

Automatically display relevant

information to the user

All Clicks – No Code!

General Release (GA)

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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!

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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)

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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)

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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?

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Spring '10 Sandbox Preview Instructions

https://sites.secure.force.com/blogs//apex/ideaView?c=09a30000000D9xo&id=087300000006sT7AAI

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Housekeeping

Mini-Dreamforce in Febuary?– (1) Weekend Day?

– 4 to 6 hours?

Page 24: Orlando SFDC User Group 1/2010

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

Page 25: Orlando SFDC User Group 1/2010

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

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#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.

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#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.

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#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?

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#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.

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#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.

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#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?

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#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.

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#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.

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#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. 

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#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.

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#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.