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GET INTRODUCED TO STAPLES KE HERO.

Organizational structure and their Roles

Search for new leads

Hunter

Farmer

Convert existing leads into opportunity

Monitor the leads created by Hunter

Branch leads Regional leads Sales head

Monitor the leads created by Farmer

Have visibility over Hunter, Farmer & Branch leads

Have visibility over Hunter, Farmer Branch & Regional leads

Segregation of all Leads generated according to different line of business

Line of Business

ORGANISATIONAL ROLES & RESPONSIBILITIES MATRIX

Functions

Hunter

Farmer

Branch lead

Regional lead

Sales head Line of business

Leads
Account

Generate leads
Account is created

Visibility Visibility

Visibility

Segregati on

Contacts
Opportunity

Details of the leads

Covert leads into opportunity Creating leads and account Covert leads into opportunity through campaigns Creating the reports visibility visibility visibility visibility visibility Visibility Segregati on

Activities

Campaigns

Reports

 Page 3

Salesforce in CRM
Salesforce is a software developed for facilitating the efforts of salesmen. The company will able to track revenue , sales opportunities, business relationships. In short EVERYTHING one should know about STAPLES.

Sales cloud
1) Lead Any person organization or company that may be interested in our products or services. Account It is an organisation,individual or company involved with our business such as customers, competitors and partners that we want to track in our salesforce. Contacts It is any individual or influencer associated with an account that want we want to track in salesforce. Opportunity- It is a potential revenue generating event, or sales deal, that you want to track in salesforce. Activities Helps to stay organised and co ordinate the activities to provide customer with prompt attention, and speed up the closing of sales. Campaigns Initiatives that involved spending like Seminars, Social Media Campaigns, Mail Blasters etc. Reports It is an statement, describing in detail an event, situation or the like, usually as the result of observation or inquiry.

2)
3)

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7)

Setting up a password
First time you login to the salesforce service, you receive an email namely Salesforce Password Confirmation To login the first time and reset your password follow these steps 1. Open the email and click the link which contains both your username and temporary password. 2. A page appears prompting you to set a new password and select a answer and a question password that can verify your identify if you forget your. 3. Complete the fields and use this password from now onwards. 4. When you are done click save.

To log in follow these steps

1. 2. 3. 4. In your browser, type www.salesforce.com and press enter. Click the customer login tab highlighted in black. The login page will appear. Enter your user name and password and click the login button.

 Chart pg 11

Leads
Look for quick search box to make sure that the lead you are creating does not duplicate. If the lead does not appear in the result, you should create a new lead. Steps for creating Leads 1. 2. 3. 4. Click on Leads heading on the Salesforce page. Click on NEW under the leads page. Here, you have to fill all the details of your lead. All the mandatory fields will be highlighted in RED. You cannot save a new lead until all the mandatory fields are entered.

Updating the lead

Once the lead is created, we can access the related list. Related list is list of information like person working for that account and all activities related to that lead. Now , we will create a task by contacting a particular lead. For eg. The lead name is Navneet Enterprises and is handled by the owner of the lead Mr. ABC. Now he would contact Navneet and understands their needs w.r.t. Staples. After knowing the needs, Mr.ABC would update his account by following these steps 1. Go to Lead status and select one of the options suitable to the Navneet Enterprises.

Lead Status

Contacted Open (For new leads) (If you have made contacts with the lead)

Customer not interested (If the client refuses during the first call)

Qualified (If the lead meets the set criteria)

Unqualified (If the lead cant be a qualified opportunity at this stage)

Call center assistance

If the lead owner could not reach the prospect lead on phone, he can assign it to call center. He just have to tick the Need Call Center Assistance option on the leads record stage. Logging a call In activity history, there is an option log a call. Once you select that option, you would get multiple options for assigning the call. Converting the Lead Mr. ABC needs to convert the lead so that it becomes a part of his sales pipeline

Managing Accounts
Account originates from 3 primary sources: 1. From a converted lead 2. You can manually create an account by selecting account from the create new dropdown in the sidebar area or clicking the new button on the account homepage. 3. You can also import external lists from outlook to create new accounts. Precautions before making an account First search whether the account is already existing in the system or not to avoid duplication. Use the standard format of account naming Keep account data up to date and accurate.

DEVELOPING CONTACTS

What is a contact?
Individuals associated with your account that you need to track in salesforce. A contact can only be related to one account A contact can be related to multiple opportunities For eg. Account-Frankfinn Aviation Opportunities- Avnish Singh Shyam Burman

4 Primary Sources of contacts

From a Converted Lead Converting a lead can create a new account, contact and opportunity record. 2) By Manual Creation By selecting ACCOUNT from the CREATE NEW drop down in the side bar area or clicking the NEW BUTTON on the ACCOUNT HOME PAGE 3) You can also import External Lists from outlook to create new accounts. 4) Navigate to the correct account and create the contact in the related list of contacts.

Creating an account page 47 & 48

Contact Detail Record

Layout of an Contact is similar to the layout of a lead or an account. Every Contact record has its own set of related lists such as Contacts Activities Opportunities The report to field: CHART

Page num 49

Request Update
Salesforce allows you to keep your contact information current and complete

Some Tips
AVOID DUPLICATION ALWAYS SEARCH first before adding a contact ALWAYS associate contacts to the current account. Use the REPORT TO FIELD to CREATE and VIEW ORGANIZATIONAL CHARTS. Use REQUEST UPDATE to keep your INFORMATION ACCURATE.

MANAGING ACTIVITIES
PAGE NUM 54

4 TYPES OF ACTIVITIES IN SALES FORCE

SalesForce

Activities
Emails: sent from salesforce to log in activity history Where address is auto
Entry in Open activites for future completion of tasks. Events: Schedule meetings that have direction. Events are date and time sensitive. Can invite participants to an

Phone calls: Tasks: Time Bound& Transferable Entry in Activity History which have been completed

populated with your name

event.

Page no 56,57

TASKS: HOW TO CREATE A TASK

1) Go to OPEN ACTIVITIES related list for an account or opportunity click NEW TASK 2) In the TASK SCREEN for assigning the task set a SUBJECT and a DUE DATE 3) Associating a task with a CONTACT or a LEAD

58/59

RECURRING TASKS
For all those REPEATING TASKS on a regular basis you can create a RECURRING series of tasks. You can set REMINDERS Eg. : For a weekly meeting agenda To receive a weekly forecast update every Friday. You can calculate the maximum end date allowed based on the frequency you select. The VIEW TASK and VIEW SERIES tabs at the top of the DETAILS PAGE make editing easy. It also helps you identify which task are part of the series.

61 Page

TRACKING OPPORTUNITIES

What is an opportunity?
It is a SALES DEAL or a POTENTIAL DEAL that you wish to track It is always ASSOCIATED with an ACCOUNT and a CONTACT You can link opportunities to MARKETING CAMPAIGNS and measure the ROI of your marketing Programs. It makes up your SALES PIPELINE.

Creating an opportunity 64/65

Just like accounts and contacts, Opportunities can be created by converting a lead or by manual creation. Manually create an opportunity: 1) Choosing OPPORTUNITY from the CREATE DROP DOWN 2) By clicking NEW on the opportunity home page.

Opportunity Detail Record

Opportunity details has related list HOVER LINKS at the top and DETAILS FIELDS below. When you create a record you become the OWNER OF THE RECORD As the owner you can TRANSFER ownership by clicking the CHANGE LINK Opportunity record contains : ACTIVITIES, CONTACT ROLES & NOTES AND ATTACHMENTS. Opportunity detail record must be updated regularly for an accurate forecast and pipeline. NOTE: CREATE, UPDATE AND CLOSE AN OPPORTUNITY.

OPPORTUNITIES: BEST PRACTICES & TIPS

1) Keep opportunities record up to date. 2) Update your OPPORTUNITY STATUS to keep track of your pipeline. 3) Leverage Reports to increase VISIBILITY into your sales pipeline.

REPORTS AND DASHBOARDS

Reports
A report is an account or a statement, describing in detail an event, situation usually as a result of observation or inquiry. Salesforce allows you to see reports easily from the system. It allows you to create new custom reports.

Dashboards
It is an IMPORTANT TOOL for EXECUTIVES and MANAGERS. It keeps you on top of VITAL STATISTICS and helps you to visualize and track. It Increases VISIBILITY of your organizations performance and gives you real time insight into your business.

FAQs
Q1) What is CRM?
Customer Relationship Management is an organizational strategy to strengthen relations with customers and at the same time reducing cost and enhancing productivity and profitability in business with the help of technology.

Q2) What is Salesforce CRM?

It provides a comprehensive SOFTWARE APPLICATION to have a 360 Degree view of all business relationships.

Q3) What is a Sales Cloud?

Its the Salesforce CRM application hosted in the cloud so that the sales representatives can manage their business relationships, work sales opportunities and track revenue forecast from any desktop, laptop or mobile device.

Q4) What is the difference between a hunter and a farmer?

. Hunter

The person who brings in the NEW LEADS by cold calling, fixing appointments, etc. Farmer The person who further nurtures the existing customers filtered by the hunter.

Q5) What is the role of branch leads?

Branch leads have full access and VISIBILITY over farmers and hunters.

Q6) What is the role of regional heads? Regional heads have full access and visibility over Branch leads.

Q7)What is a Task? When you have a lead and you call them , it is a task. Eg: logging a call is a task Q8) What is an event? Fixing up a meeting is an event. Q9) What is an opportunity? When you bring in the orders from the client through meeting or either it is an opportunity.

Q10) What is Line Of Business? Different product categories like stationery, IT related Products, Office Furniture, etc are headed by different departmental executives. These departments are Line of Business. Q11) Why cant I see the different Reports on my Salesforce dashboard? You might not have the adequate authority for viewing some reports. For further assistance, contact administrator.