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Salesforce CRM Getting Started Workbook

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Contents
Welcome to Salesforce CRM...........................................................................................................3 Build Your Team................................................................................................................................ 4 Define Your Vision............................................................................................................................5 Set Your Goals.................................................................................................................................. 6
Document Your Pain Points.....................................................................................................................................6 Clarify Your Goals ...................................................................................................................................................7 Prioritize Your Goals ................................................................................................................................................8

Define Your Process......................................................................................................................... 9

Identify Key Aspects of Your Business Process......................................................................................................9 Document Your Process Diagram..........................................................................................................................10 Define the Fields Needed for Your Process...........................................................................................................11 Define Your Lead Fields.........................................................................................................................................11 Define Your Lead Fields (continued)......................................................................................................................12 Define Your Account Fields....................................................................................................................................13 Define Your Contact Fields....................................................................................................................................14 Define Your Opportunity Fields..............................................................................................................................15

Define Needed Reports..................................................................................................................16 Prepare to Import Data...................................................................................................................17

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Welcome to Salesforce CRM

This collection of worksheets will support your planning process, document your decisions, and speed up your implementation by helping you to: Build your team Define your vision Define and prioritize your goals Define key aspects of your processes and diagram the process flow Define fields associated with your processes Decide which reports you need Prepare to import data into Salesforce CRM

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Build Your Team

Use this worksheet to identify the people wholl be critical to making Salesforce CRM a success at your company.

My Project Team
Role Name Executive Sponsor Role Description Lends influence to the project by becoming the champion. Sets the business vision for the implementation. Guides the project to successful completion. Understands all business process and maps process to the Salesforce CRM implementation. Gets the application up and running and manages it day to day. Serves as liaison to the users to ensure the application meets day-today needs. Team Member Name

Project Owner

Administrator Power User

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Define Your Vision

Use these sample CRM vision statements as a basis for discussion. Then come up with your own. Build and maintain long-term relationships with valuable customers by creating personalized experiences across all touch-points and by anticipating customer needs and providing customized offers. Customer loyalty is our highest priority. Provide the highest level of personalized service for all customers and give customers the communication channels they want

My Vision Statement

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Set Your Goals

This section includes worksheets to help you define and prioritize your companys goals, including: Documenting current pain points Clarifying your business goals Prioritizing those goals

Remember that different group s will have different goals. In general, executives, sales manager, and sales reps share similar goals across different companies.

Document Your Pain Points

As a preliminary step, capture the issues various internal groups face. See the second table for an example and delete when it is no longer needed.
My Pain Points
Pain Points Group

Sample Pain Points

Pain Points Need better pipeline visibility Difficult to quantify why deals are lost to key competitors Leads tracked via email are being dropped Unable to track forecasted revenue from all profit centers Difficult to prioritize top customer issues How to identify top performers in every group Cant keep track of incoming IT requests Group Sales Sales Sales Management Management Management Other group (such as IT)

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Clarify Your Goals

After identifying the main pain points, define your goals in terms of the hoped-for solutions for each target group. Also define how those goals can be measured. After you complete the step related to defining your business process, return to the last item in this worksheet to complete it. See the second table for sample business goals and delete when it is no longer needed.
My Business Goals
What does the executive team hope to get out of Salesforce CRM? How are these goals measured? What do the managers hope to get out of Salesforce CRM? How are these goals measured? What are the goals of your end users? How are these goals measured?

Sample Business Goals

What does the executive team hope to get out of Salesforce CRM? How are these goals measured? What do the managers hope to get out of Salesforce CRM? How are these goals measured? What are the goals of your end users? How are these goals measured? Identify top performers Identify top customers Capture leads from the Web site Know why key deals are lost Dashboard to highlight top performers Dashboard to display top deals and win rates <x>% increase in leads Better visibility into the pipeline Better understanding of why key deals are lost Increased close rates Relevant reports for top management Make sure leads arent dropped 100% of deals are shown in Salesforce pipeline reports Increase closed rate by <x> Reduce dropped leads from <x> to <x> Easy access to collateral Work online and offline Accomplish administrative tasks more easily Get credit for work Document consistency Increase effectiveness by <x>% Activity reporting and dashboards Low employee attrition

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Prioritize Your Goals

Using the completed Business Goals worksheet, copy and paste each of the goals you defined into the appropriate priorities in the My Business Priorities worksheet. See the second table for an example of how to prioritize business goals.
My Business Priorities
Must have Important Nice to have

Sample Business Priorities

Must have Important Nice to have Identify top performers Know why key deals are lost Get better visibility into pipeline Increase close rates Create relevant reports for top management Get credit for work Identify top customers Know why key deals are lost Easy access to collateral Accomplish administrative tasks more easily Capture leads from the Web site Make sure leads tracked via email arent dropped Work online and offline

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Define Your Process

This section includes the following resources: A questionnaire to help define key components of your business process A placeholder for your business process diagram (just duplicate to create additional process diagrams) Worksheets to help you define the fields you need for the commonly used sales process (Lead fields, Account fields, Contact fields, and Opportunity fields).

Identify Key Aspects of Your Business Process

Modify this worksheet to include the key components associated with your business process.

My Business Process Questionnaire

Companies: For which of the following do you want to track data? Prospects Customers Partners Vendors Competitors Industry No. of employees Revenue Title Role

Profiles: What key characteristics do you use to profile or segment your customers? Contacts: What are the characteristics that define the contacts you interact with? Partners: What types of partners do you work with? How do they help uncover opportunities for your business? Sales Funnel: List the stages in your sales cycle and the percentage of closing certainty at each stage.

Value Added Resellers Original Equipment Manufacturers Indirect Sales Channel Implementers/Installers Lead 10% Qualified 20% Presentation 50% Proposal 75% Closed Won 100% Closed Lost 0% Email templates PDF documents Proposals Quotes Other

Documentation: What materials do you send to customers during the sales cycle? List the 510 documents you use most frequently. 1. 2. 3. 4. 5. Competition: Do you track competitive wins and losses? List your competitors and check the reasons you lose business to or win business from them. 1. 2. 3. 4. 5.

Price Feature <x> Value proposition Company viability Time to value Other

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Document Your Process Diagram

After reviewing the sample Salesforce processes and mapping out your own, include a sketch of that process below.

My Business Process Diagram

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Define the Fields Needed for Your Process

Use the following worksheets to identify which standard Salesforce fields and picklist values fit your process. Also define which additional custom fields you need for each of the screens involved with most sales processes, including the Lead fields, the Account fields, the Contact fields, and the Opportunities fields. Note: The * symbol means a field is required. Use the Want Field? column to check those fields you want to use. Use the Custom Field choices at the end of the table to note additional fields. Add rows as needed.

Define Your Lead Fields

My Lead Fields
Standard Field Name Address Annual Revenue Campaign Company* Description Do Not Call Email Email Opt Out Fax Fax Opt Out Industry Data Type Address Currency(18,0) Lookup(Campaign) T ext(80) Long T extArea(32000) Checkbox Email Checkbox Fax Checkbox Picklist Agriculture Apparel Banking Biotechnology Chemicals Communications Construction Consulting Education Electronics Energy Engineering Entertainment Environmental Finance Food & Beverage Government Healthcare Hospitality Insurance Machinery Manufacturing Media Not For Profit Other Recreation Retail Shipping T echnology T elecommunications Transportation Utilities Advertisement Employee Referral External Referral Partner Public Relations Seminar Internal Seminar Partner Trade Show Values Want Field?

Lead Owner Lead Source

Lookup(User, Queue) Picklist

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Web

Define Your Lead Fields (continued)

Standard Field Name Data Type Values Word of mouth Other Contacted Open (Default) Qualified (Converted) Unqualified Want Field?

Lead Status*

Picklist

Mobile Name* Salutation

Phone Name Picklist Mr. Ms. Mrs. Dr. Prof.

No. of Employees Phone Rating

Number(8,0) Phone Picklist Hot Warm Cold

Title Website Created By* Last Modified By* Last Transfer Date Custom Field Name

T ext(80) URL(255) Lookup(User) Lookup(User) Date Data Type Values

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Define Your Account Fields

My Account Fields
Standard Field Name Account Name* Account Number Account Owner Account Site Annual Revenue BillingAddress Description Employees Fax Industry Ownership Data Type T ext(80) T ext(40) Lookup(User) T ext(80) Currency(18,0) Address Long T extArea(32000) Number(8,0) Fax Picklist Picklist (see previous) Public Private Subsidiary Other Values Want Field?

ParentAccount Phone Rating

Lookup(Account) Phone Picklist Hot Warm Cold

ShippingAddress SIC Code Ticker Symbol Type

Address T ext(20) Content(20) Picklist Prospect Customer Former Customer Partner Competitor Vendor VAR

Website Created By* Last Modified By*

URL(255) Lookup(User) Lookup(User)

Custom Field Name

Data Type

Values

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Define Your Contact Fields

My Contact Fields
Standard Field Name Account Assistant Asst. Phone Birthdate Contact Owner Department Description Do Not Call Email Email Opt Out Fax Fax Opt Out Home Phone Last-Stay-In-T ouch Request Date* Last-Stay-In-T ouch Save Date* Lead Source Data Type Lookup(Account) T ext(40) Phone Date Lookup(User) T ext(80) Long T extArea(32000) Checkbox Email Checkbox Fax Checkbox Phone Date/Time Date/Time Picklist Advertisement Employee Referral External Referral Partner Public Relations Seminar - Internal Seminar - Partner Trade Show Web Word of mouth Other Values Want Field?

MailingAddress Mobile Name* Salutation

Address Phone Name Picklist Mr. Ms. Mrs. Dr. Prof.

OtherAddress Other Phone Phone Reports T o Title Created By* Last Modified By*

Address Phone Phone Lookup(Contact) T ext(80) Lookup(User) Lookup(User)

Custom Field Name

Data Type

Length

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Define Your Opportunity Fields

My Opportunity Fields
Standard Field Name Account Name* Amount* Campaign Source Close Date* Description Expected Revenue* Forecast Category Data Type Lookup(Account) Currency(16,2) Lookup(Campaign) Date Long T extArea(32000) Currency(16,2) Picklist Pipeline Omitted Best Case Commit Closed Advertisement Employee Referral External Referral Partner Public Relations Seminar - Internal Seminar - Partner Trade Show Web Word of mouth Other Values Want Field?

Lead Source

Picklist

Next Step Opportunity Name* Opportunity Owner Private Probability Quantity* Stage*

T ext(255) T ext(80) Lookup(User) Checkbox Percent(3,0) Number(16,2) Picklist Prospecting Qualification NeedsAnalysis Value Proposition Id. Decision Makers PerceptionAnalysis Proposal/Price Quote Negotiation/Review Closed Won Closed Lost Existing Business New Business

Type Created By* Last Modified By*

Picklist Lookup(User) Lookup(User)

Custom Field Name

Data Type

Length

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Define Needed Reports

Use this worksheet to define which standard Salesforce reports match the business goals you defined earlier. If there isnt a standard report, decide whether you want create a custom report. Of course, some goals arent measured with reports, such as the ability to work both online and offline. For an example, see the worksheet below.
My Reports
Your Prioritized Business Goals Standard Reports to Measure Your Goals Custom Reports Needed

Sample Reports that Match Business Goals

Your Prioritized Business Goals Identify top performers Better visibility into pipeline Increased close rates Relevant reports for top management Reports to Measure Your Goals Sales by Rep Opportunity Pipeline Closed Opportunities Closed Opportunities, Opportunity Sources, Opportunity Stage Duration, Quarterly Forecast Summary, Opportunity Pipeline Trend Sales by Rep, Quota vs. Actual Stuck Opportunities N/A N/A Leads by Source Lead Status, Neglected Leads N/A

Get credit for work Know why key deals are lost Easy access to collateral Accomplish administrative tasks more easily Capture leads from the Web site Make sure leads arent being dropped Work online and offline

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Prepare to Import Data

Use this worksheet to identify the following key information about your data, in preparation for importing it into Salesforce CRM. If necessary, add rows to accommodate additional data sources.
My Record Types
Source Excel ACT! Goldmine Outlook PDA Gmail Record Type Needs Cleaning? File Size

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