Salesforce.com Reports Dynamically Filtered

Written by ShamrockCRM on August 9, 2009 – 3:16 pm

When using Campaigns for mass mailing, the easiest way to add a large amount of Contacts to the Campaign is to have a predefined Contact report. With this predefined Salesforce report, you can easily click the “Add to Campaign” button and automatically add all of the Contacts on the report to this Campaign.
Salesforce.com Reports

If you needed to step through this process to create or modify a report every time you needed to add a new set of users to a campaign, you would spend a lot of time setting this up.

Well, Salesforce.com provides the capability to create a generic report that will have generic criteria established that can be dynamically filtered through the URL. For example, lets say you created a generic “Sales Pipeline” report. This generic report would be grouped by Salesperson (Owner). Without any filters, this would show the pipeline for the entire company. With a filter, you could detect the User that is currently logged into the system, send them to this generic report, with a filter criteria in the URL to specify that you only should display the Sales Pipeline for this specific user. So, instead of creating 1 Pipeline report for every user or making your users customize this report over and over, you can create 1 report that will work for the entire company and also all users. Very useful way to keep the system clean.

For this example, you can place a link on the Account page layout that will take you to a report of all Contacts at the Company.

1) Create your custom report. For this example, just build a simple Contacts and Accounts report.
2) Go into the customize section of this report. Go to the Criteria section.
3) Create a simple criteria item where “Account Name equals blank.” This will be the criteria that will be filled in through the URL.
3a) Feel free to add other criteria like this or any business specific criteria that you might need (ie. State = Florida).
4) Save the report.

5) Now, you will want to take the URL of your report:
ie. https://na1.salesforce.com/report_id
6) Add this to your report URL: ?pv0=
So, now you will have https://na1.salesforce.com/report_id?pv0=

The “pv0” is the variable for that first criteria that you created. If you created multiple “blank” criteria like the Account Name one above, you would also have pv1, pv2, etc for each criteria created.

7) So, if you wanted to test this out, place an Account Name after pv0=. Like https://na1.salesforce.com/report_id?pv0=Shamrock CRM . This will bring in the Contact report with only Contacts working for Shamrock CRM.
8) Now, if this worked, you might want to put this as a link (or button) directly on the Account layout, just create a generic button/link and place this URL in it. Instead of hard coding an Account name, use the Account Name merge field. This will dynamically grab the Account Name and place it in the URL.

This will work in any Parent Child relationship.

Awesome, right?


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Salesforce.com Lead Management – Re-Marketing to Leads

Written by ShamrockCRM on July 27, 2009 – 8:36 pm

Part 3 of Salesforce.com’s Best Practice Series on Lead Management relates to the re-marketing to lost, old, unqualified, archived Leads to possibly stir up new business from previously unqualified “potential customers.”

Salesforce.com recommends two fields to track the status of Leads: Status, which represents the current status at this moment (Open, Contacted, Unqualified, Archived, Qualified, etc) and Disqualified/Archived Reason (No Budget, Competitor, No Decision, No Power, Lack of Vision). I think “Lack of Vision” is just a politically correct way of something you could never record in a system :) With the combination of these 2 fields, it allows you to separate the good leads from the bad, the old leads from the new and also report on why you are not closing these Leads.

It is suggested that every so often (once a month, once a quarter, etc), you should recontact the archived Leads with new product offerings, inquiries as to if they now have budget, etc. This is a responsibility of the marketing department, but is a valid way of generating additional revenue. Things change and this could spawn new deals.

Salesforce also recommends setting up workflow rules that say “if the Lead was archived because of no budget, recontact them automatically by workflow alert in 6 months.” This can automate the marketing emails without any user time and effort.

Salesforce.com Re-marketing to Leads


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Sales Leads – Automating Your Leads

Written by ShamrockCRM on July 25, 2009 – 8:07 pm

The next installment from Salesforce.com’s marketing blogger team relates to automating your Lead Flow. Once you have identified what Leads really are and how they relate to your business, you need to incorporate them into your Salesforce environment and automate the distribution.

They go over 4 tools to do this:
Web-to-Lead forms
Web-to-Lead forms allow you to add an input form on your website for potential customers to fill out with their contact information, company information, product interest, etc. Once the customer fills in this data and submits the form, the data will automatically be inputted into your Salesforce.com as a Lead for you to sell to. To see an example of this, look at the bottom of Shamrock CRM. Web-to-Lead forms are very flexible.

Lead Assignment rules
If you have a lot of Leads being entered in the system and you have multiple sales people that these Leads should be assigned to, Lead Assignment rules might be an excellent option for you. Lead Assignment rules would allow you to say that “any Lead where State = Florida, Assign to Jim.” This removes a ton of manual work that you might possibly perform already.

Another option for this is Round Robin Lead Assignment or Lead Sprinklers or Lead Assignment based on a rating structure. These require some code, but are excellent.

Lead Auto-Response rules
Lead Auto-Response rules allow you to respond to the Leads automatically with pre-defined email templates based off of that Lead’s specific details. This allows you to quickly get information to these users, so they do not sit around waiting for a response. These are essentially workflows.

Lead Scoring
An example of Lead Scoring would be the “Hot/Cold” rating system in combination of potential revenue estimates in combination with other criteria. An example can be seen here with my Lead Activity History Report.

Salesforce.com Marketing – Best Practices in Lead Management pt 2


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Lead Management – Sales Lead Definitions

Written by ShamrockCRM on July 24, 2009 – 3:49 pm

The Salesforce.com marketing bloggers have written a few interesting posts regarding best practices for Lead Management within Salesforce.com. They describe the definition of leads, the interrelation of Sales and Marketing when it comes to Leads, the true definition of “qualified leads” and more:\

Definition of a Sales Lead:
A Lead is a name, an email address, contact details, etc of an employee, someone you have met, someone you have talked to that MIGHT…just might…be interested in possibly doing business with you.

Leads are acquired in all different manners. You could be provided a list of email addresses from a trade show that you had a booth at. All of these emails would be “Sales Leads.” You could have received a business card from someone that you met at Wal-Mart that is interested in your business. You could have received a simple email or web inquiry from your website asking for a quote or asking for your hourly service rates.

The commonality here is that you do not know THAT much about these individuals and you are not sure HOW interested they are in your product/service/offering. You might not know if they even have budget allocated to do business with you or not. Leads are not necessarily “serious” business YET. Leads are essentially “pre-opportunities.”

Leads also allow you to separate the “junk” contact information from you Customer data that consists of truly paying customers. It allows you to quarantine bad leads from your good customers.

There can be “hot leads” and “cold leads.” Hot leads would be Leads that you have a good feeling about and would like to actively pursue.

There are different Lead Statuses. A New Lead would be a fresh Lead that has never been contacted. Contacted would of course mean someone has reached out to the Lead. Unqualified would mean the person does not have budget, is not interested, has bad references, etc. “Unqualified Leads” are bad Leads NOW, but could be re-marketable at a later time. “Qualified” leads pass your own internal qualification process to determine if they could really buy what you are selling. This qualification could be as simple as “we provided a quote, the customer responded favorably and asked more questions, they are now qualified and can be converted into an Opportunity.”

The above topics and ideas are not related strictly to Salesforce.com. Every company has Leads, whether you call them Leads or not. Let me repeat that…ALL companies have Leads in some way or another. Lead Management is a business process in the CRM realm. This is simply mapped into Salesforce.com.

Salesforce.com Marketing Best Practices


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Salesforce.com User Adoption Tracking

Written by ShamrockCRM on July 21, 2009 – 8:07 pm

So, you have made a large investment in Salesforce.com for your Sales, Marketing and Service needs and you want to ensure that your users are utilizing the system to its full potential and allowing this excellent CRM system to do exactly as it is supposed to:  decrease costs, increase sales and provide better visibility into the operations of your organization.

How would you track this?  How would you be able to tell if your users are being active in the system or not?  Thanks to Salesforce.com, we can provide reports and dashboards to provide analytics on exactly this type of data.

There are a few categories of data that you really want to track:  1) Login Activity 2) Usage 3) Data Quality

1) Login Activity is going to tell you if users are logging in AT ALL.  This will allow you to compare the login activity between different groups, or roles, or regions, or profiles of Salesforce users.  If the Eastern mega region of the United States is logging in much more than the West, it is possible that the Sales Managers in the Western region might need further education or promotion of the system or they might need to be asked to manage their users better.

Some metrics used for this category:
– Users Logged in within the last 7 days
– Users Not Logged in within the last 7 days
-Login leaderboards (for competition)
-Users Never Logged In

2) Usage is really going to let you know if the Users have both logged in AND have created records and if so how many.  For example, are Salesforce.com Users actively marketing to find new Leads or are there Activities (Emails and Calls Logged) being consistently created to prove that users are contacting their Accounts, Contacts and Leads.

Metrics used for this category:
-Accounts created by Owner role/profile/region
-Opportunities created by Owner role/profile/region
-Contacts created by Owner role/profile/region
-Activities closed by Owner role/profile/region

3) Data quality reports and dashboard components let you know if the data required for your business process is being properly filled in, if data is being maintained properly and in a timely manner and if all or most data is actually in the system.

Metrics for data quality:
– Neglected Opportunities – Past Close Date, but not Closed
– Open Tasks by Assigned Users
-Any other metrics based on records/fields that should be filled in in a certain manner based on your business process.

Any other adoption metrics that everyone else uses?


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When and Why to use Territory Management in Salesforce

Written by ShamrockCRM on July 17, 2009 – 10:15 pm

Ok, so in Salesforce.com you have Roles, Profiles, User Records, Sharing Settings, Organization Wide Defaults, Field Level Security, Page Layouts, Lists, Views, Reports, Folders and more to segment, hide or display data in different ways.  Confused yet with this massive interrelation of data management tools?  Well, time to introduce Territory Management into the mix.

Most small organizations might only have the need for a public security structure in Salesforce in which everyone see’s everything and can modify everything.  Fine.

Most medium sized organizations can survive simply with Salesforce profiles, roles and possibly sharing settings.  Great.

What happens when you are managing a Global organization with multiple product divisions, complex sales territories, difficult International legal requirements (German worker’s council, embargoed countries, etc) and varying visibility requirements per Sales Region, Mega Region and Global Regions?  This situation is much more complicated, but entirely doable in Salesforce.com using Roles, Profiles, Territories and Sharing Settings.

Imagine only North America.  Imagine that there are 3 product divisions selling to 5 different sales regions.  The 3 product divisions all sell to the same sales regions, but sell different products.  The product divisions need a Manager/Salesperson management concept within Salesforce.com where the Manager has delete/transfer access for all Salesperson data.  Certain sales people need to be able to cross sell multiple Products within one region.  The reporting structure needs to be done by division (upwards).  Sales people in one sales region should be able to view all Accounts belonging to one region (determined by groups of states), even if they belong to someone else in a different role (possibly managers).

This is a common scenario that can get much more complex in large, International corporations in multi-million dollar Salesforce deployments.

This is how this would be represented in Salesforce:
Roles – Hierarchy of roles represent the Product Divisions.  Each division is broken down into Sales Region roles representing both Managers and Sales People and possibly Sales Partners.  Partners and Sales People both report to the Manager role.  Reporting is primarily done by role, because VP’s/CEO’s for these Product Divisions typically only care about their own sales
Territories –  Hierarchy of territories that represent the Sales Regions.  An example would be: 1 – World, 2 – North America 3 – East N.A..  This can be as granular as necessary.  Rules will be defined that automatically associate Accounts with these territory “buckets.”  So, not East N.A. has a collection of Accounts in East North America that you can assign to any group that you would like.  It is best to provide the minimum sharing capability for these by default.
Sharing Settings –  Sharing Settings are what actually assign Territories to Roles in SFDC.  For example, for the Product Line 1, East North America role, you can assign the Territory and Subordinates for the associated Territory.  This will allow the users in this role to see everything within this region and also cross sell multiple products.  The divisional reporting structure still remains.

Contact me if you would like to know if this could be utilized for your organization.  I have worked with this a lot!


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Customer Service and Support Process in Salesforce.com

Written by ShamrockCRM on July 14, 2009 – 9:23 pm

Yesterday, I shared with you the Sales and Marketing Process Maps that Salesforce.com created.  Today, I will enlighten you with outstanding Customer Service and Support Process Maps that will help to refine and streamline your support process with Customers.

These support business process maps illustrate the flow of communication from customers to your support reps throughout all of the mediums, such as Online Inquiries, Telephone communication, Email Support and Call Sales.  A lot of this initial communication can be automated and tracked without any support rep intervention with the use of tools, such as Web-to-Case, Email-to-Case, CTI Integration with apps such as Skype from the Salesforce.com AppExchange and more.  All communication between customer support representatives using Salesforce.com and the customer can be completely tracked within the tool.  I can help you set this up for your company!

Of course, these process maps include recommended KPI’s and metrics for tracking your support center within SFDC.

salesforce.com customer service and support

Take a look at the following service process maps below in both PPT and PDF format.  Enjoy!

force.com service and support process

Download these process maps in PPT or PDF


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Sales and Marketing Process Maps

Written by ShamrockCRM on July 13, 2009 – 9:20 pm

This one is an oldie, but goodie.  I love the process maps that Salesforce released a while back.

These sales methodology process maps can be sliced, diced and used by any industry in some way.  Some portions might need to be removed and some terminology might need to be changed, but generally the marketing aspects and sales processes in thes process maps are universal across all businesses in some way.

These sales process and marketing process maps can be downloaded in full color in both PowerPoint and PDF formats.  They follow the process from Generating Leads to Optimizing Lead Flow to Closing More Deals within Salesforce.com.

Of course, each major stage in the process gives example metrics that you might like to record such as Lead Quality and Lead Source as well as Month to Date Sales Trending and Top Sales Reps.

Salesforce.com Sales Process Methodology

One interesting point to note is that there are several stages in the game where you are following up possible sales in Salesforce.com:  Qualifying Leads, Following up on Opportunities and Re-Marketing to your existing Customer/Lead database.

Salesforce.com Marketing Methodology

Download the Sales Process Powerpoint or PDF.


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Salesforce.com to SMS

Written by ShamrockCRM on July 12, 2009 – 12:37 pm

Have you ever wanted to notify your sales people in the field of new Salesforce.com leads, immediately using SMS text messages? Well, this is not actually as hard as you would imagine.

Imagine that you have a call center accepting incoming phone calls, filling in certain bits of important data in a Salesforce.com Web 2 Lead form and generating leads in the system. This data routes to the appropriate Salesforce.com user based on Lead Auto Assignment rules. This is fine, but the person does not have the ability to check Salesforce.com for new Leads constantly and would like to be auto notified by SMS. This can be done using “SMS Gateways.”  SMS Gateways are email addresses assigned to cell phone numbers that allow you to Email text messages to Users.

What we do in this situation is, upon creation and auto assignment of the Lead, we will fire off a workflow rule in Salesforce.com to send an email alert. This email alert will go out to this SMS Gateway email address. You will either need to assign the User’s email as the gateway email or have some kind of trigger to auto query the SMS Gateway email and assign it to the Lead record for easy emailing with the Email alert. *I could always assist with this if interested.* Use an email template to include vital Lead fields, such as why they are contacting you, name and phone number.

Below is the information on how to find the appropriate SMS Gateway. This is assigned by carrier. Try it out by sending a test email to yours! Remember, you are limited to 160 characters.

Alltel
1234567890@message.alltel.com
AT&T (formerly Cingular)
1234567890@txt.att.net
Boost Mobile
1234567890@myboostmobile.com
Nextel (now Sprint Nextel)
1234567890@messaging.nextel.com
Sprint PCS (now Sprint Nextel)
1234567890@messaging.sprintpcs.com
T-Mobile
1234567890@tmomail.net
US Cellular
1234567890@email.uscc.net
Verizon
1234567890@vtext.com
Virgin Mobile USA
1234567890@vmobl.com

If you need the gateways for the smaller US companies or International companies, email me and I will provide them for you.


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Salesforce.com Lead Activity History Report

Written by ShamrockCRM on March 30, 2009 – 9:15 pm

I would like to show you a pretty effective Lead Activity History Report that I have been using in Salesforce.com.

This report is a typical Lead Report based off of Last Activity and Created Date.  I have added a few additional components to assist in the day to day process of following up on Leads.

I have added 2 formula fields:
1) Days Since Created – a number field
2) Days Since Last Activity –  a number field tracking the amount of days since the last Email sent to the Lead, Call logged with the Lead or Event scheduled with the Lead.

I filter my report by all Leads created within the last 45 days, because many Leads have a waiting period on budget, etc.

I use a combination of the Rating (Hot, Warm, Cold) field, the Status field (Contacted, Open, Qualified, Unqualified, etc), Estimated Project Value and the Days Since Activity field to generate an IMAGE formula field.  This image formula field is either of a Red or a Yellow flag to say “HEY, Red Flag, this person needs to be contacted immediately, because it is either a hot deal and too many days have passed since activity or it is a warm deal of high value and too many days have passed!”

This is absolutely wonderful, because you can easy look across your list of Leads without too much analysis and realize if something needs to be done.  It won’t show Unqualified Leads, so these won’t confuse you on your report.

I have also generate an “Importance” IMAGE formula field that takes into account the Lead Rating, Status and the Est. Project Value to show a stoplight.  Green means GO PURSUE, Yellow means COULD BE GOOD, Red means DON’T SPEND TOO MUCH TIME.  This will tell me that even if an Activity is not needed, keep an eye on this record, because it is Good, Bad or Ugly.

Salesforce.com Lead Activity History

*Image from dev account

What is great about this is you can put these IMAGE formula fields and “Days Since …” fields directly on your Leads dropdown lists views for easy viewing as well.  See the screenshot below.

Lead Management

As you can see, this is a great way to operationally manage your own Leads and the Leads of your employees!


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Posted in Business Analysis, marketing, sales, Salesforce.com | 3 Comments »