Make Your Customers and Employees Part of Your Sales Force

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Make Your Customers and Employees Part of Your
Sales Force
Track Sales/Sales Operations Executives

• Matt Gidney, salesforce.com
• Jake Harris, Aisle7
• Tim Handorf, BigMachines

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Agenda

• What is Ideas
• How Sales VPs Can Use Ideas
• With Their Reps
• With Their Customers
• Aisle7 and Ideas You Rock!
• BigMachines and Ideas My Big Idea

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The Influence of Online Community is Growing
The Web Provides a New Platform for Customers and
Employees to Voice Ideas and Relay Experiences
Reviews of Consumer Products
Personal Blogs and Twitter Conversations
Reviews of Local Services
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Companies See Both Opportunity and Challenges
How do we engage in the conversation and channel
this energy?
How do take action and deliver measurable
business impact?
How do I expose this wealth of insight back to
employees?
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Traditional Methods Are Antiquated
No Scaleable Way to Capture Ideas
How do I involve more people in the innovation
process?
Ideas Locked in Silos
Difficult to Prioritize Ideas
How do I ensure that ideas are not prioritized in
a vacuum?
How do I get my employees customers to
collaborate and share ideas?
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Introducing Salesforce CRM Ideas
Engage All Your Communities Online
Bubble the Best Ideas to the Top
Deliver on Ideas from the Community
Spark Conversations Around Ideas
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Closed Loop Process for Innovation
Ideas from Customers and partners
Vetted by the Online Community
Analyze Activity on Reports and Dashboards
Turn Ideas into Projects and Manage your
Innovation Pipeline
Ideas from Your Employees
Market Innovative New Ideas Back to Your
Customers and Employees
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Ideas can make selling easier Lets Sales VPs tap
into two key audiences
Employees/Reps
Customers
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Use Ideas to get value from Reps
Change Processes on the Fly
Real Time Visibility
Tap into Your Teams Ideas
Customize sales processes AppExchange apps
Real time dashboards Stay close to potential
issues
Get pulse of employees Sales team
community Identify suggestions and best practices
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Use Ideas to get value from Customers
Create Evangelists
Make Customers Happy
Be Part of the Conversation
-Integrated service support Customer
portal -Happy customers buy more
-Identify new customer references -Bubble the
best ideas to the top

• -Online customer /
• employee community
• -Ideas and feedback
• -Understand customer needs
• -Make up-sell / cross-sell easier

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Demo Use Ideas to get value from Reps
Start Demo
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Demo Use Ideas to get value from Customers
Start Demo
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Summary Ideas can make selling easier Lets
Sales VPs tap into two key audiences

• Employees / Reps
• Stay close to potential issues
• Get pulse of employees
• Build community
• Identify teams best ideas and best practices
• Customers
• Understand customer needs
• Make up-sell / cross-sell easier
• Identify new customer references

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Jake Harris Senior Systems Analyst
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All About Aisle7
Aisle7 delivers a personalized wellness-driven
shopper marketing program providing Fresh
Ideasto enhance the shopping experience, inspire
loyalty, and drive purchasesin supermarkets,
drugstores, and natural product stores worldwide.

• INDUSTRY Marketing Technology
• EMPLOYEES 50
• GEOGRAPHY Portland
• USERS 27
• PRODUCT(S) USED Everything, plus 20 downloaded
  AppExchange applications
• PERSONAL INFO lt2 yrs exp, no programming exp

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Challenge

• New CEO, new company direction, lots of new hires
• New building, more remote employees
• You Rock! bulletin board was great part of
  company culture, but was getting less and less
  attention
• Only way to gather ideas for improvements was
  once per year CEO roundtable lunches

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Solution Launched Salesforce CRM Ideas

• Looked into alternatives for the simplicity,
  cost, and power nothing compared very easy to
  sell internally
• Formed Ideas Team CEO, Marketing, Creative
  Services, HR
• Communities Customer, Workplace, You Rock!
• Created Categories for each community
• Used validation rules for You Rock! to prevent
  bragging
• Branded it Aisle7
• Populated it with some good example ideas
• Gave company-wide announcement and brief training

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Demo
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Results

• In first two weeks
• 19 new ideas
• 27 You Rock!s
• 48 comments
• Over 150 votes

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Key Learnings

• Employees are hungry for a solution like this
• Its extremely easy to implement
• It drives community and ownership
• Its addictive

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Going Forward

• Weekly Email Popular, Talked About, and
  Rockstars
• Bi-weekly suggestions for ideas topics
• You Rock! reports to be included in annual review
• Recently popular ideas to be discussed
• In All-Team meetings
• In Product Roadmap meetings
• At CEO offsite retreats
• Prizes for most popular Customer and Workplace
  ideas

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Tim Handorf VP Product Management
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All About BigMachines
BigMachines is the global leader in on-demand
sales configuration, quoting and proposal
software. Using BigMachines software, sales teams
and channels can quickly configure products,
generate quotes and proposals, manage complex
pricing, generate legal contracts, and manage
orders. BigMachines is also a Salesforce.com
Partner (Gold Sponsor in Booth 202)

• INDUSTRY SaaS
• FOUNDED 2000
• EMPLOYEES 100
• GEOGRAPHY Global
• SFDC USERS 50 Internal, 250 Customers
• PRODUCT(S) USED SFA, Service Support,
  BigMachines CPP

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Our Challenges
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Our Challenges

• New Product Management Team
• Enhancement requests coming from many locations
• Rapid customer growth made it difficult to manage
  priorities
• Who shouts the loudest wins
• Minimal data driven priorities
• Communication back to customers on status of
  enhancement requests and new release schedule was
  poor

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The Solution

• Implemented Ideas module along with new Customer
  portal 2.0
• One place to log tickets, ideas, find solutions
  and search forums
• Lets user community be a development and
  innovation resource
• Set up a Salesforce Dashboard to track and
  analyze ideas and contributors

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Implementation Specifics

• Customers were trained via webex sessions
• Customers are reminded to put enter ideas by help
  desk if an enhancement is required to resolve
  their case
• Ideas were seeded by product management team
• Ideas are responded to by product management team
• Top ideas get prototyped and presented to
  customer for feedback via My Big Idea
• Top ideas are also voted on by our customer base
  at our annual users conference
• After users conference Ideas submitted doubled

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What we have learned

• Provide incentives
• Implement the winners
• Provide rewards for top-vote getters
• Visibility/Accolades at annual users conference
• Market the concept well
• Provide feedback to ideas
• Use Dashboards to measure success

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Benefits we Realized

• Customer Satisfaction
• Positive references
• Competitors dont offer similar service
• Great Ideas improve our product and make it
  easier to sell

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Going Forward

• Provide additional ways for community to
  collaborate all year
• Continue to drive improvement requests through
  platform
• Link requests to solutions developed on the
  BigMachines Innovation platform
• Provide updates on top vote getters via email
  blasts
• Expand use of My Big Idea
• More prototype feedback
• Solicit feedback on different release options
• Use Ideas platform for voting at our annual users
  conference

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Question and Answer Session
Jake Harris
Senior Systems Analyst
Tim Handorf
VP Product Management
Matt Gidney
Product Marketing Manager
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Screen shots if we need them
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Screenshots
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Screenshots
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Screenshots
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Portal Home page
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Customer Idea page
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DashBoard