Sales ProcessTim Ritchie

Overview

Sales Process

What is a Lead?What is an Opportunity?Opportunity Stages

Using CRM During the Sales Process

Adding and Managing LeadsCreating AccountsContactsManaging Opportunities

Appendix

CRM Instructions

2

Sales Process

4

Tradeshow

Campaign

Referral

Website

SDK Download

LeadProspect/

Opportunity

Signed

Contract/

Deal Won

Relationship

Building

0% 20-90% 100%

Sales Process Overview

What is a Lead?

• A contact with whom we would like to cultivate a

relationship

• Early in the sales process, very little is known

• Typically consists of a First/Last Name, Company

Name and Email

• Prospects with < 20% probability

• Leads are not included in forecasted revenue

5

Lead Sources

• Many leads are automatically added to CRM and assigned to an AE:

Marketing Campaigns

Incoming Calls

Website

• Leads can also be generated by the AE and entered into Salesforce:

Tradeshows

Networking Events

What is an Opportunity?

• Opportunity criteria:

Prospect is Qualified

AE has had a conversation with the prospect

AE understands what the prospect is trying to achieve

We can offer a potential solution

AE is able to forecast product, revenue and close date

Products, setup fees, monthly service fees, etc.

This forecasted revenue is included on the Sales Pipeline

• Prospects with >= 20% probability

7

Opportunities, cont.

• Opportunities may be for a new

prospective customer (i.e., converted

from a lead) or for a new product on

an existing customer

• Sales forecasting relies on accurate

Opportunity data

Make sure Probability, Revenue and

Close Date are up to date throughout

the sales process

8

Opportunity Stages

• 0% - Lead: Very little is known

• 20% - Qualifying: Have had a conversation and we understand the scope, budget and timeline, and it seems like a fit

• 50% - Proposal: Have submitted a proposal to prospect

• 60% - Negotiating Terms: Redline process, discussions w/ Product/Legal

• 75% - Verbal Commitment: Obtained verbal confirmation

• 90% - Contract Pending: Executable contract(s) sent to prospect

• 100% - Closed Won: Signed contract is received and approved by Contract Admin

9

Using Salesforce During

the Sales Process

Accessing Salesforce

• Website to login: https://login.salesforce.com

• Username is the same as your email address

If you need your password reset, click here and enter your email address

• For SalesForce.com internal support, please contact the TBA team here: *XXX - TBA

11

Leads

Leads are typically entered into Salesforceautomatically and assigned to an AE

For leads generated by an AE, manually create in Salesforce (instructions)

Verify that the Lead does not already exist (as a Lead or Account)

First/Last Name, Company, Lead Source are all required fields

Manage the Lead Status

• All email and campaign correspondence are tracked in the Lead record in Salesforce

• Information tracked on Leads will convert to the Account and Contact record if the Lead is converted

12

Accounts

• Accounts in Salesforce are companies

with which we have a relationship: Qualified Prospects

Current Customers

Former Customers

• Opportunities , Contacts and Cases roll

up into the Account

• Hierarchy to show relationship between

parent and child accounts

13

Adding Accounts in

Salesforce

• When a Lead is determined to be a qualified Prospect, it can be converted to an Account (instructions)

• Accounts can also be manually created in Salesforce (instructions)

Verify that the Account does not already exist If the Account is a sub or child account, link to the

appropriate parent account

• When accounts are in the Prospect stage, account information can be managed through Salesforce

• After an account becomes a Customer, the information is synced with IDS and can only be updated through Admin Tools

14

Contacts

• Tracks contact information and communications with individuals

• Contact data is automatically inserted into an Account upon conversion from a Lead to Account

• Always associate a Contact with an Account

• When an account is in the Prospect stage, contacts can be added and updated through Salesforce (instructions)

• After an account becomes a Customer, contact details are synced with other systems and can only be added or updated through Admin Tools

15

Managing Opportunities in

Salesforce

• Opportunities live on the Account record Can be added when a Lead is converted to an Account Or added to an Account later (instructions)

• Stage History is tracked in the Opportunity record

• Review and update Opportunities on a weekly basis Adjust Probability, Revenue and Close Date as needed The SalesForce “Forecast Report by Quarter” can be run by

clicking here: https://na3.salesforce.com/00O50000002JhHF

• Delete Opportunities if they have been dormant for more than 3 months

• Close Opportunities (either Won or Lost) by changing the Stage Name (instructions) Won – Be sure the Estimated Revenue is accurate Lost – Select the reason from the drop-down field

16

Questions? Comments?

Appendix – Salesforce

Instructions

Adding an Account (from

Scratch)

• First, verify the Account does not already exist

• Click on “Create New…” | Account | Prospect

• Enter Account Name

• Select SubType (Brand, Channel, Enterprise, Growth, Major, or Strategic)

• If Account is subaccount, then also insert Parent name the Parent Account field

• Enter Main Contact information, and Address if available

19

Adding an Account (Lead

Conversion)

• From the Lead record, click on “Convert”

• Select Account Name from drop-down

If there are no other accounts for that company name, then select “Create New Account”

• If you do not want to create an Opportunity at this time, checkmark the box that reads, “Do not create a new opportunity upon conversion.”

• And if you don’t want to receive a reminder email, then deselect the “Reminder” checkbox on the bottom of the screen

20

Adding a Contact

• First, verify the Contact does not already exist

• Click on “Create New…” | Contact

• Enter the First/Last Name and Email

Required under the Contact Address Information

• Verify the Account Name listed is accurate

• Select “Contact Type” (main, billing, technical, other)

• Select “Lead Source” from drop-down

• Enter Address info if available, then Save

21

Adding a Campaign to an

Account

• To Mass-Email a group of Contacts, please follow the these steps:

1. Go to Setup | Email | My Templates

2. Under the Sales folder, you’ll find several templates to use; however, if you’d like to create your own, click “New Template” and…

I. Select Text (for text-only messages) or HTML (using Letterhead)

II. Insert Template Name (i.e. CTIA Fall 2010)

III. Check “Available for Use”

IV. For Email Layout select Free Form Letter (this will allow you to copy/paste)

V. Select OpenMarket Letterhead (if using HTML), then Next…

VI. Insert a Subject line for the outgoing emails

VII. Copy and paste the body of the email, then click Next and Save

22

Adding a Campaign to an

Account, cont.

3. Once you have a template in mind, go to the Contacts tab

4. Scroll to the bottom and select Mass Email Contacts

5. You’ll then need to use an existing view (search criteria) from the drop-down or create a new one…

I. Click “Create New View” next to the Go! button

II. Enter a view name (i.e. Neil’s Account List)

III. Under the Field drop-downs is where you enter your search parameters

I. For instance, to capture all of Neil’s accounts I’ll enter (Account Owner Alias = NEILF)

II. This will pull all Contacts where Neil is the Account Owner!

IV. Then click “Save”

V. Note: If your criteria produces more than 500 Contacts, you’ll have to trim it down by entering additional criteria (i.e. Type = Prospect)

23

Adding a Campaign to an

Account, cont.

6. Now that you have a template and group of Contacts selected, you can use the drop-down view selector to pull them up by clicking “Go!”

7. You’ll then see the full list of Contacts; you can deselect the Contacts you do not want to receive the email by unchecking the box next to their name

8. Once your list is ready, click “Next” on the top-right of the screen

9. Select your email template

10. Name your mass email (this will not be visible to the recipient, but will get logged on their Account History)

11. Select to “Send Now” or schedule for a later date

12. Click “Send” and you’re done!

24

Adding a Campaign to an

Account, cont.

• Note: Our current cap on SalesForce.com outgoing emails is 1,000/day for the entire org. So you may have to break-up a campaign over a couple of days, depending on the # of recipients.

• To place an Account on a Drip-Marketing Plan, follow these steps:

1. Go to the Account in SalesForce.com

2. On the bottom of the screen, select “New Drip Marketing Campaign”

3. Select the drip-campaign you’d like to put them on: New to Mobile,, Standard Rate Incumbents, Premium Rate Incumbents

4. Select which Contact you’d like to receive the emails, then click “Save”

I. Only one Contact on the Account can receive the drip-campaign

II. To add a 2nd Contact, you’ll need to create a 2nd drip-campaign

25

Adding a Lead (from

Scratch)

• First, verify the Lead/Contact does not already exist

• Click on “Create New…” | Lead

• Enter the First/Last Name, Company and Lead Source (all required)

• Non-required fields include Email, Phone, Mobile, Website and Address

• Lead Status will default to “Open”, but you can change it at this point

• Once that’s all entered, click “Save”

• Note: Currently we do not have campaigns for Leads, so if you’d like to place a Lead on a drip-campaign, you’ll have to convert it to an Account first

26

Adding an Opportunity

• The easiest method to create an Opportunity is to leave the checkbox blank when converting an Lead to an Account

• However, if you’re adding an Opportunity to an Account at a later time, then you’ll want to do the following:

1. On the Account record, click on “New Opportunity”

2. Name the Opportunity (i.e. New Premium Deal, New Customer, etc.)

3. Insert the appropriate Stage and Probability

4. Input the Estimated Close Date & Description (if applicable), and click Save

5. On the following screen, click “Add Product” under the Products section

6. Check all the products associated with this Opportunity, then click Save

I. Remember: The ‘Messaging Rate’ products are for MO/MT message forecasting

27

Adding an Opportunity,

cont.

7. On the following screen, insert the quantities of each product

I. Note that most Products will only have a quantity of “1”, except for ‘Messaging Rate’ products

8. Then insert the Price for each product

I. If there’s no monthly service fee for a product, then please leave the Price @ $0.00

II. If you know the anticipated volume of messages, insert that number under the ‘Messaging Rate’ quantity, and the associated price per message (i.e. $0.025)

9. The ‘Date’ is optional since you already have an Estimated Close Date for the Opp

10. Click Save, and then you’ll notice the “Total Estimated Value” on the Opportunity has updated to reflect your changes

11. Also, Stage History will update each time you revise the Stage, Amounts or Probabilities for this Opportunity

28

Closing an Opportunity

• Once you’re ready to close the Opportunity (either Won or Lost), you can open it from the Account record by clicking on the Opportunity Name or Edit

• Then, you can click Edit on the top of the screen, or double-click on the “Stage” and select Closed Won or Closed Lost

• If Closed Won, make sure the products and forecasted $$ are still accurate and then hit “Save”

• If Closed Lost, choose from the drop-down why the deal was lost

29