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
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
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
 Q&A
2009 – 2010: Tough Times
Successful Companies Will Outmaneuver to Gain Share
What’s 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?
We Give You The Tools to Navigate The Storm

✔ Keep every customer

Forecast with confidence

✔
Increase productivity
✔
Minimize impact on cash

✔
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?
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
Revenue Generation Dashboard
What Business Objectives Are You Tracking?
Recently Delivered Feature

Example use case:

Send sales managers a daily report with details of open deals for the month
Recently Delivered Feature

Example use case:

Overall leads chart drills down to leads by product, state, event, media
Recently Delivered Feature

Example use case:

Analyze trends of pipeline by stage over time: average days to close,
average days in-stage, or % of lost opportunities
Recently Delivered Feature

Example use cases:

Look at week-over-week sales comparisons or product sales as a % of total

Week-over-week difference

Product sales as % of
3-week moving average
total
Recently Delivered Feature

Example use cases:

• Listing of all Accounts without Contacts or Opportunities
• Hierarchy of Custom Objects
• Add User’s Division from the User Record to Opportunity Report
Recently Delivered Feature

Example use cases:

• Mass change filters on a set of reports
• Merging reports from multiple orgs into an packaged app publishing org

Used in Eclipse
IDE plug-in
Features New in Summer ’09
24K total
 New Chart Engine votes
delivered!
– New look and feel
– Additional chart types
– Improved readability and more information
3 of top 20
 Packaged Analytic Snapshots ideas
delivered!
– Simplified setup of snapshots
New in Summer ’09
From Previous Look…
New in Summer ’09
…To Feature-rich Charts 2.0

Numbers and
percentages
on charts
Improved
readability
with new
look and
feel

Labels directly
over data
New in Summer ’09
Including Additional Chart Types
Funnels
• See ordered categories graphically
• Section height determined by values

Donuts
• Show totals and split
• Labels directly over data
New in Summer ’09

Example use case:

Allow for SIs, ISVs, and IT departments to build out snapshot apps in
developer orgs and easily install and deploy in production
Features Coming in Winter ’10

 New Chart Functionality

– Filtered drill to report
– Multi-metric
– Multi-axis
 Best
Practices
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 KPI’s 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
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
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

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
Best Practices – Using Reports
 Use Personal/Public Tags
 Manage from the Application
 Pipeline Review Calls, 1X1’s
 “If it’s not in salesforce, it doesn’t
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
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)
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
 INFORMATION
TECHNOLOGY  FYI

PLANNED MAINTENANCE:

All Reports and Dashboards in Org 62 that have not been run in the past
120 days will be deleted.
All Org 62 Users: In order to preserve your reports and dashboards from
this deletion, you must run them no later than Wednesday, May 20, 2009.
Any report in a Public Folder that has not been run in the past 120 will be
deleted.
Remember, running a report means you have to click on the report name,
not just the edit button next to the report. For Dashboards, you need to click
the refresh button, not just view the dashboard.
Managers: Please forward this notice to any of your contractors that may
need to preserve reports in Org62.

WHEN:

Deletion will occur in the last week of May, but you must run your reports
and dashboards no later than May 20, 2009 to ensure their preservation.

FURTHER ASSISTANCE:

If you have any questions regarding this deletion process, please log a ticket
under the category “Internal Salesforce.com App: Reports…”
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?
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?
 Don’t forget the End User
Tip for Easy Cloning
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
Best Practices – Chart Types

 Funnel
– Ordered picklists, oppty or
lead status or stage
 Donut
– Show proportion against the
total
– Case/lead queue by status
Best Practices – Chart Types

 Table
– Summary or listing of
records
 Metric
– Single data Value
– Grand Total
 Gauge
– Snapshot data, single
values (i.e. KPI’s), Quota or
goal attainment
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
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
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
Still need more?
Salesforce.com Consulting Package–
Analytics Training
Learn from our Analytics Experts!
Package Description
 Customized Curriculum developed based on customer’s 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
 Reserve Your Seat Today and Save 50% off
Last Year’s Prices!

Get

A year’s worth of learning in four days.

November 17 -20, 2009 Moscone Center, San Francisco

For a limited time, buy Dreamforce Passes at an

exclusive Pre-Registration rate: Only $599!*
http://www.salesforce.com/dreamforce/DF09/
* Offer expires July 10, 2009 and can only be purchased through your AE.
Additional Resources
 Analytics Blog
– http://blogs.salesforce.com/analytics/
 Force.com AppExchange
– http://sites.force.com/appexchange/results?keywords=dashboards
 Salesforce Community
– http://www.salesforce.com/community/
– Check out the Dreamforce Presentations on Analytics
Q&A

Thanks!