Driving Visibility in a Down Economy using Salesforce Analytics

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Driving Visibility in a Down Economy using
Salesforce Analytics

• Leahanne Merritt
• Customer Success Manager
• Edward Tcheleshev
• Manager, Vertical CSM Team
• Patrick Fischer
• Principal Sales Engineer

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Housekeeping Items

• All lines have been placed on listen only
• To ask questions
• use the chat window in the GoTo Webinar
• All unanswered questions will be sent to all
  attendees after the webinar
• Presentation will be posted on our Community
  Website
• Recording will be posted on YouTube

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Agenda

• Introductions
• Salesforce Analytics Staying proactive in this
  environment
• New Features Increase visibility into your
  business
• Best Practices Reports and Dashboards
• Planning
• Creating
• Deploying
• Using
• Maintaining
• Analytics Training Package
• QA

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2009 2010 Tough Times
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Successful Companies Will Outmaneuver to Gain
Share
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Whats Keeping Your Executives Awake At Night?
How do I keep my customers?
How do I forecast with certainty?
How can I produce more results with fewer
employees?
How do I invest in the future while still
managing cash?
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We Give You The Tools to Navigate The Storm

• Keep every customer
• Forecast with confidence
• Increase productivity
• Minimize impact on cash

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Planning for These Economic Times

• How can you move from a reactive to a proactive
  approach?
• What are your internal business drivers for
  analytics?
• Who are your constituents?
• What do they need to do their job
• Better and faster
• How can Salesforce analytics help you?

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Example Objectives Key Metrics

• Improve customer lifetime value index
• Improve sales productivity
• Improve close rate percentage
• Reduce sales cycle time
• Increase size of deals
• Revenue by channel / product
• Win / renewal rate
• Forecast accuracy

• Reduce employee ramp
• Reduce capital expenditure
• Reduce costs of training
• Reduce support / customer self service
• Reduce employee attrition

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Revenue Generation Dashboard
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What Business Objectives Are You Tracking?
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Recently Delivered Feature
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Recently Delivered Feature
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Recently Delivered Feature
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Recently Delivered Feature
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Recently Delivered Feature
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Recently Delivered Feature
Used in Eclipse IDE plug-in
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Features New in Summer 09
24K total votes delivered!

• New Chart Engine
• New look and feel
• Additional chart types
• Improved readability and more information
• Packaged Analytic Snapshots
• Simplified setup of snapshots

3 of top 20 ideas delivered!
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New in Summer 09From Previous Look
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New in Summer 09To Feature-rich Charts 2.0
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New in Summer 09Including Additional Chart Types

• Funnels
• See ordered categories graphically
• Section height determined by values

• Donuts
• Show totals and split
• Labels directly over data

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New in Summer 09
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Features Coming in Winter 10

• New Chart Functionality
• Filtered drill to report
• Multi-metric
• Multi-axis

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Best Practices
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Key Steps for Report Planning

• Ask your users
• What is the Business Objective?
• What do they need to see?
• How do they want to see it?
• What are they going to do with the data?
• 3-4 KPIs per BU/LOB/Division
• Localization
• Plan ahead
• Who needs access to what folders?
• Who needs to be able to create new reports?
• Fast, Easy, Simple

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Best Practices Creating Reports

• Always use chart in underlying report
• Validate that it will look the way you expect
• Create report templates by Role/Department/LOB
• Save As for Users
• Develop folder and report naming conventions
• Limit Access to folders
• Use Role instead of User Name
• My and My Team reports
• Summary and Matrix Reports for Dashboards

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Best Practices Creating Reports

• Create Better Groupings (aka bands, segments)
  with custom formula fields
• Improve Performance
• Hide details. Check the Hide Details box in the
  Advanced Filters if you only need summary
  information.
• Exclude unnecessary columns and fields
• Avoid Custom Dates
• Use Rolling Calendar
• Use Equals rather than Contains
• Custom Report Types
• Add fields via lookup
• Remove extra fields
• Custom Report Templates
• Leverage Premier Support Admin

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Best Practices Deploying Reports

• Create a communication template
• Screenshots
• Report Links
• Emailed Reports
• Communicate change with your users
• Ask for feedback
• Develop reports and dashboards in Administrator
  folders, save to public folders when ready
• Separate standard report and dashboard report
  folders
• Schedule and Email Reports
• Data Quality

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Best Practices Using Reports

• Use Personal/Public Tags
• Manage from the Application
• Pipeline Review Calls, 1X1s
• If its not in salesforce, it doesnt exist
• Ensure Users delete One Time Reports
• Ensure Users utilize personal folders for their
  personal reports (they should not use Unfiled or
  Public Folders for these)
• Report Folder Security

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Best Practices Maintaining Reports

• Develop a maintenance schedule
• Create Deleted Reports folder only accessible
  to Admin
• Run reports quarterly to find reports not being
  actively utilized
• Common Criteria for identifying
• Last Run Date Create Date (usually a one time
  report)
• Last Run Date Blank (report never run)
• Last Run Date prior to last quarter (not required
  any longer)

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Best Practices Maintaining Reports

• When unutilized reports are found
• Notify team of reports being deleted in X weeks
• Admin moves reports from folders to Deleted
  Reports for 30 days
• After 30 days, admin moves reports to recycle bin
• After reports in recycle bin for 30 days, they
  are purged from system.
• Eclipse IDE using the API
• Mass Delete
• Search and Replace

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Best Practices Dashboard Planning

• Identify users who will have Manage Dashboards
  permission
• Create folder structure to organize dashboards
  and control visibility (security)
• Tie Dashboards to Strategic Business Objectives
• Adoption
• Revenue Generation
• Start at the Top!
• Socialize plans with user community
• Figure out what makes their life easier
• Involve the super users
• How do they need to view the data?

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Best Practices Creating Dashboards

• Leverage the AppExchange
• Always use chart in underlying report
• Report Headings for columns
• Title Headings for components
• Ensure underlying reports are visible
• Organize Dashboard Columns by type of content
• Side-by-side dashboard components for comparison
  views
• Fast, Easy, Simple
• Do you really need 20 components on every
  dashboard?
• Dont forget the End User

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Tip for Easy Cloning
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Best Practices Chart Types

• Horizontal Bar/Vertical Column
• Geographical data, stage or status
• Single grouping
• Line
• Data over time, ratio data, comparisons
• Ordered set of data
• Pie
• Geographical data, product share
• Proportion of single value vs. total

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Best Practices Chart Types

• Funnel
• Ordered picklists, oppty or lead status or stage
• Donut
• Show proportion against the total
• Case/lead queue by status

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Best Practices Chart Types

• Table
• Summary or listing of records
• Metric
• Single data Value
• Grand Total
• Gauge
• Snapshot data, single values (i.e. KPIs), Quota
  or goal attainment

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Best Practices Deploying Dashboards

• Develop reports and dashboards in Administrator
  folders, save to public folders when ready
• Separate standard report and dashboard report
  folders
• Leverage reports that use My Team filters
• Use Scheduling feature to automatically email to
  users
• Create and Test in Sandbox
• Package and promote to production
• Communicate with your Users

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Best Practices Using Dashboards

• Right-click on an individual dashboard graphic to
  save the image or email it
• Add your dashboard to the home page show top
  row of components
• Refresh or Schedule
• Manage from the application for improved adoption
• Use dashboards to help drive data quality
• Ask for feedback
• Be prepared for change

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Best Practices Maintaining Dashboards

• Summer 09 Dashboard Maintenance
• New chart types funnel and donut
• Show totals
• Show percentage
• Show values
• Audit
• Systematic review
• Report on Reports and Dashboards
• Validate
• KPI s
• Feedback Loop

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Still need more?
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Learn from our Analytics Experts!
Salesforce.com Consulting Package Analytics
Training

• Package Description
• Customized Curriculum developed based on
  customers specific needs
• Guidelines Two to three reporting scenarios. One
  to two dashboard scenarios
• Select appropriate training level based on
  customer needs
• The curriculum will be delivered onsite during 1
  full day of training
• Benefits
• Learn all about Custom Reports and Advanced
  Reporting Options
• Design Dashboards for Successful Analysis
• Dashboard Best Practices
• Learn how to leverage AppExchange and Mashups to
  extend Analytics Capability
• Level of Effort / Timeframe
• 5 Days
• Extra days available if advanced approach is
  requested
• Pricing
• 15,000, 20 off Promotional offer for limited
  time for 12K!
• Contact Packages_at_salesforce.com for more info.

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Get
A years worth of learning in four days. November
17 -20, 2009 Moscone Center, San Francisco
For a limited time, buy Dreamforce Passes at an
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http//www.salesforce.com/dreamforce/DF09/
Offer expires July 10, 2009 and can only be
purchased through your AE.
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Additional Resources

• Analytics Blog
• http//blogs.salesforce.com/analytics/
• Force.com AppExchange
• http//sites.force.com/appexchange/results?keyword
  sdashboards
• Salesforce Community
• http//www.salesforce.com/community/
• Check out the Dreamforce Presentations on
  Analytics

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Q A
Thanks!