1. Salesforce.com
Training

2. IT’s ALL ABOUT RELATIONSHIPS

3. Why Salesforce? Relationships are built on two things : Shared history
Positive interactions
Salesforce provides more power and flexibility to manage customer and other relationships than previously possible
Don’t forget about internal relationships

4. Bay Club Benefits Easier reporting and tracking
Integration with Exact Target ( marketing system)
Pre-defined business processes
Automatic capture of leads into the system from the web
Integration with Motionsoft (future project)

5. YOUR Benefits Easier reporting and tracking
Quick access to important stats via dashboards
More efficient processing allows you to focus on the person
Easier ways to communicate internally
Focus on higher priority leads

6. Work the tool for maximum benefit
Capture quality information
Work the appropriate process
Monitor the big picture
Of 700,000 records in SugarCRM only 1/3 were good

7. FACILITIES

8. Log In
myapps.bayclubs.com
your
your password

9. Facilities Tour Home Page Chatter Feed Activity Management
Global Search
My Settings
Tabs

10. Facilities Tour
Record Detail Page
Chatter
Fields
Related Lists

11. Data Type - Lead Prospects created automatically or manually
Membership Directors work leads to convert them to members
Leads turn into accounts / members
Every prospect should have a lead record

12. Data Type – Household / Account
Account is a specific household with one or more linked members ( ie. spouses, children).
Account may also be corporate accounts

13. Data Type - Members
FYI, in the standard SFDC, these records are referred to as Contacts
Lead is converted to a member record and stores the individual information. This is linked to a household account
Every member of the household being tracked should have a member record

14. Data Type - Activity Either a: to do item (task) calendar item (event)
Can be linked to any object
Membership Directors can set reminders for themselves or other users, as well look back at the history of communications with a particular customer.

15. Data Type - Campaign
See lists of leads and/or contacts that have touched by particular marketing promotions
The campaign history (as a related list) for each lead or contact is viewable on their record

16. Links between records
Household
Member
Activity
Lead
Campaign

17. TECHNIQUE

18. Creating records from scratch
Possible scenarios include :
creating a new lead
create a new task
Things to remember :
Check for duplicates
Data quality / Validation Rules
Record type

19. Creating a new lead (part one)
What is a record type?
Same type of data but with different properties.
Lead example : individual membership vs corporate membership

20. Creating a new lead (part two)
Red lines indicate required fields
RingLead provides real time duplicate check
“Referring Member Name” allows you record the referring member (if applicable)

21. Creating a new lead (part three)
Household Name (auto generates)
Filling out demographics and interest. *NOTE* You may not know everything yet
Add to campaign (if applicable)

22. Finding and editing existing records
Possible scenarios include:
Updating lead status
Adding additional information
Pulling lead from a queue
Things to remember:
Global search
List Views
Inline editing

23. Updating lead (part one)
Options to find existing record
Global Search
List Views

24. Updating lead (part two)
Options to edit record
Inline editing
Edit button
Remember to save!!

25. 15 minute BREAK Please return on TIME

26. Cloning existing records
Possible scenarios include:
Creating a lead record for a spouse – do NOT change account name
Things to remember
Make sure you make changes to the record

27. Clone lead to account for spouse
Find correct lead record and click clone button
Make changes to the record before you click save

28. Lead Stages Open Initial Call
Initial state of new lead; no communication attempt with the lead has been made
Initial Call
First contact with lead ( or phone). Indicates one-way communication from MD only
No matter how many times you attempt contact lead stays in this state until they respond
Next stage could be anything

29. Lead Stages (continued)
Contacted
Used to indicate that communication is active with the lead; two- way communication only
No need to change back to this value if lead progresses to Visit, Tour, etc.
Next stage could be any value except Open or Contact Initiated
Contact Scheduled
Lead placed in this state only if a future event is scheduled and it’s known that no contact will be made with the lead until that event (e.g., call or scheduled for three weeks when lead returns from vacation).
Next stage could be any value except Open, Contact Initiate, and Contacted

30. Lead Stages (continued)
Facility Visit
Lead has visited the facility and met with an MD.
Next stage could be any value except Open, Contact Initiated, and Contacted
Facility Tour Completed
Lead has visited facility and a Tour has been completed.
Next stage could be any value except Open, Contact Initiated, Facility Visit and Contacted
Issued 1-Day Pass
A 1-Day Pass has been issued to the lead
Next stage could be Contact Scheduled, 3-day Pass, Nurture, Disqualified, or Converted to Member

31. Lead Stages (continued)
Issued 3-Day Pass
A 3-Day Pass has been issued to the lead
Next stage could be Contact Scheduled, 1-Day Pass, Nurture, Disqualified, or Converted to Member
Nurture
Lead has progressed beyond Visit and Pass, and you are continuing to work the lead
Next stage could be anything except Contacted, Contact Initiated, or Open
Converted to Member
Lead has signed a membership contract
No next stage possible

32. Lead Stages (continued)
Disqualified
Lead has definitively said that he/she doesn’t want to join; MD should also change Member Interest type to Not Interested
Lead is not responding to communication attempts from MD
No next stage is possible unless lead re-initiates contact

33. Converting a lead Possible scenarios include :
Lead indicates desire to sign up
Things to remember:
Conversion maps information to an household / member
Make sure you merge leads to existing household if applicable

34. Converting initial / single lead
Click Convert button
Allow it to create new account but not an opportunity

35. Converting additional lead
Click Convert button
Select existing account and check “Do not create..” box
Allow system to create new member record

36. Creating tasks Possible scenarios :
Set yourself a reminder to follow up about paper work or follow up a lead in 3 months
Things to remember:
Activities can be assigned to other users
Don’t over use “High Priority”
Track event “results”
Recording activities helps you retain lead

37. Follow up lead in 3 months
On lead record hover over “Open Activities” and then click “New Task” button
Fill out form with correct information
You will see the task appear in activity list views

38. Logging a call Possible scenarios: Inbound calls Outbound calls
Face to face communications
Things to remember
A call doesn’t have to be on the phone
Create follow up task on same screen if needed

39. Logging a follow up call
See reminder task, mark complete and provide “result” if applicable and then click through to lead
Hover over “Activity History” and click “Log a Call” button
Fill out form. Create additional follow up task (if required)

40. Creating an appointment / event
Possible scenarios include:
tours
specific windows for call backs (I’m only available at this number after 3:30)
Things to remember
If it is time based – it’s an event
It will appear in your activities list view

41. Setting up a tour
Find lead and hover over “Open Activities” and click “New Event” button
Fill out form with applicable details

42. Sending email using templates
Possible scenarios include:
standard follow up s
Things to remember
Will look like it is sent from your
Will appear in activity history
Can be personalized further

43. Sending standard follow up email
Click “Send An ” in Activity History
Click “Select Template” and select template
Personalize as required

44. Communicating internally (Chatter)
Chatter allows you to
monitor and discuss individual records
communicate internally
directly
in groups
Upload files, photos and internet links

45. WARM UP

46. Dealing with a walk in
John has just moved to the area. He works just down the road and is very interested in joining. He had a membership at a club in Seattle.
You take him on the tour and he likes what he sees. At the end of the tour he has already made a decision and wants to complete the application process.

47. DIVE IN

48. Dealing with a phone call
You answer the phone and have a great conversation with Michelle. She wants to talk things over with her husband. You promise to follow up in a few days.
After three days you reach out via
Michele calls back and you set up a tour appointment for next Thursday
You follow up a few days after the tour and they have made the decision to sign up

49. GO DEEP

50. Dealing with duplicates (part one)
Rakesh is a lead that has come through via the website
You follow up via phone (leave VM) and then also by .
A few days later you follow up by phone again and you are able to set up a tour
After the tour you give him a three day pass. You attempt to follow up multiple times but no response is received

51. Dealing with duplicates (part two)
Six months later, Rakesh walks into a different club due to a new membership promotion offer he received via
Do we need to re-enter his details?
You give him a tour and he indicates he wants to proceed with the sign up. He walks out with the application form promising to return it soon
You follow up to discover he has decided to take a job in New York