How To Solve The Biggest Problems With Salesforce Training Learn how to create & deliver a proven Salesforce training model that will delight your end users and impress your executive team.

David Giller CEO, Brainiate

dgiller@brainiate.com @davidgiller

David Giller, Esq. Founder & CEO

•  Certified Salesforce Sales Cloud Consultant

•  Co-Leader of NY Salesforce User Group

•  Author, Getting Started in Salesforce Series

•  Formerly known as “The Salesforce Guru” at GE Capital

•  Attorney (managed my law practice on Salesforce Sales Cloud)

•  Previous IT Manager at NBCUniversal

About Me:

•  Salesforce Training

•  New Salesforce Implementations

•  Enhance Existing Salesforce Configurations

•  Custom App Development for Salesforce

About Brainiate:

Max Cooper  Uses Salesforce at Acme Health Corp to track prospects & customers.

 Max (Sales Manager)

Salesforce Implementation Overview

•  500+ Sales Reps

•  Enterprise Edition of Salesforce

Invested $$$ on the Salesforce platform

Salesforce Rollout History

•  Moved all older, historical data into Salesforce

•  Salesforce went live 1 year ago

•  Conducted initial “rollout training” 1 year ago

Today’s Pain Points – Experienced by Management

•  No visibility to current pipeline

•  Generating pipeline reports via Excel

•  Half-baked, inaccurate & duplicate records

•  Creating a customer list is painful

•  No insight on team’s calling efforts

•  Sales managers have no data

Today’s Pain Points – Expressed by Reps

•  “We never got proper training”

•  “We don’t have time to use Salesforce”

•  “Salesforce is too confusing”

•  “Salesforce isn’t as flexible as _______.”

Ask Your Reps

•  ..looking for a phone number?

•  ..looking for an email address?

•  ..searching for the decision maker at your accounts?

•  ..trying to find your notes from a prior meeting?

•  ..trying to remember your own to-do items?

 How often do you find yourselves..

Can We Quantify This Pain?

•  Time wasted searching for customer information.

•  Time wasted consolidating notes & spreadsheets.

•  Deals that slipped through the cracks.

•  Frustrated employees who left to work somewhere

more efficient.

•  Money already invested in Salesforce licensing,

apps, integrations & ongoing support.

What Can Max Do?

 Max (Sales Manager)

Within 2-3 Months, Max Can See:

•  Dramatic increase in Salesforce adoption

•  Accurate pipeline data, captured natively in Salesforce

•  Clean prospect and customer data

•  Visibility into his team’s efforts & touches with customers

 Max (Sales Manager)

..without purchasing another app!

Within 2-3 Months, Sales Team Can Experience:

•  More streamlined & efficient workflow

•  Visibility into customer data on all devices

•  Clarity on those records that require immediate attention

•  Elimination of Excel cleanup to create pipeline & activity reports

•  Love and appreciation for the Salesforce platform

How Can Max Accomplish This Transformation?

 Max (Sales Manager)

Max will follow a 3-step strategy that is: •  Proven, •  Simple, •  Inexpensive and •  Sustainable.

Are you taking notes yet?

Now might be a good time...

Step 1 - Prepare

•  Understand the current business processes, nuances &

priorities (across departments, divisions and business units).

•  Identify the KPIs that matter (ex. quantify how many customer

touches are expected each month).

•  Be familiar with existing Salesforce customizations,

integrations, third party apps, current pain points.

 Salesforce Administrator / CRM Team Needs To..

Step 2 - Deploy

•  1 hour training sessions via web (GoToMeeting, WebEx)

•  Weekly training sessions (Mon/Wed or Tues/Thurs)

•  Sessions are recorded (no excuses!)

 A mandatory core CRM training curriculum for all users

Best Practices:

Step 2 - Deploy

Standard Curriculum:

 A mandatory core CRM training curriculum for all users

•  Navigating Salesforce

•  Chatter

•  Leads

•  Contacts & Accounts

•  Activities

•  Opportunities

•  Cases

•  Campaigns

•  Reports

•  Dashboards

•  Salesforce1

•  Additional apps, integrations, etc.

Step 3 - Maintain

•  New issues, concerns, frustrations

•  Ideas to improve existing configuration

•  Sharing new best practices

 Ongoing, bi-weekly “Lunch & Learn” sessions to address:

Why Record All Sessions?  By recording training sessions:

•  Eliminate excuses (I couldn’t attend! I forgot!)

•  Help new hires & internal promotions

•  Allow users to re-watch previously attended sessions

Optional: Measuring User Competency

•  Find, create, edit, reassign records (leads, contact, accounts,

opportunities, quotes, campaigns, cases).

•  Create tasks – assigned to themselves and others.

•  Update records via mobile device, including Chatter posts,

tagging colleagues, snapping photos & attaching them to

records.

•  Create list views, reports, dashboards.

 Provide users with micro hands-on exercises to demonstrate ability to:

Step 1: Prepare

Step 2: Deploy (Training Curriculum)

Step 3: Maintain (Lunch & Learn Sessions)

Optional (Kick-Some-Butt) Enhancements:

3 Step – Salesforce Training Plan:

•  Record all sessions

•  Measure competency via micro exercises

Review

Questions?

thank y u