Positioning Success Services at Pre-Sales Stages
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Salesforce Cloud Services offers different levels of support to help customers achieve business value from Salesforce faster. Their offerings include Accelerated Success products for adoption and advancement, Consultative Success plans like Premier and Premier Plus for expertise and resources, and Transformational Success for complex challenges. Customers report increased performance, adoption, and success from working with Cloud Services experts.
Positioning Success Services at Pre-Sales Stages
- 1. Intro to Salesforce Cloud Services Achieve Business Value, Faster.
- 2. Forward-Looking Statements Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward- looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
- 3. Assisted Service Predictive Marketing Smart Apps Chat Bots for Community Actionable Analytics Predictive Commerce Guided Sales Connected Products The Age of the Customer Intelligence pushed to every touch point
- 4. Eight Leading Apps, One Platform Connect to your customers in a whole new way Tami Lau CRM Developer
- 5. Cloud Services helps you achieve business value, faster We provide prescriptive advice, best practices and experts at every stage of your journey Design-led innovation Data-driven insights Always-on expertise
- 6. Customer Success Managers Customers For Life Customer Success & Renewals Early Warning System Program Architects Specialists & Accelerators Transformational & Design Services 201520101999 Cloud Services 17 Years of Innovation in Customer Success Imitated BY MANY 150k + CUSTOMERS 4,500+ PEOPLE 400+ ARCHITECTS 60k+ CERTIFICATIONS
- 7. Global Reach Cloud Services are available for your business. Anytime, everywhere. Sao Paulo Sydney Melbourne Mexico City MadridSan Francisco Bay area Portland Chicago Toronto Fredericton Indianapolis Des Moines Krakow Munich London Paris Dublin Berlin Budapest RomeNew York Noida Hyderabad Pune Manila Tokyo Singapore Hong Kong
- 8. We work across customer organization to drive success Faster case resolution Increase agent productivity Boost customer satisfaction Head of Services Enhance campaign ROI Connect deeper with customers Head of Marketing Improve TCO Grow adoption Implement faster in the cloud Chief Information Officer Increase lead conversion Increase sales productivity Grow revenue Head of Sales
- 9. Delivering results that matter Customers who engage Cloud Services have the highest satisfaction rate 9.1Customer Satisfaction
- 10. Level of Ambition LevelofComplexity Cloud Services helps you achieve business value, faster We engage at a level that is appropriate for your business Accelerated Success Consultative Success Accelerators Advisory Premier Success Plan Premier+ Success Plan Signature Success Plan Mission Critical Support Strategic Projects Experience Design Innovation & Transformation Center We provide prescriptive advice, best practices and experts at every stage of your journey Design-led innovation Data-driven insights Always-on expertise Transformational Success
- 11. Success Managers Success Architects Success Specialists • Provide expert advice and prescribe proven best practices from our 150,000 customer experiences • Leverage experts majoring in a Cloud and minoring in a functional area • Provide technical or business expertise and connect business vision to technical practice • Are deeply connected to technical teams to future- proof your architecture • Bring consulting, design and program management expertise together to achieve business outcomes Roles: SM, EM, CM, SP Roles: BA, PA, TA, SA, Roles: PE, PD, CD, UX, SE, MC Experts that help you achieve business value, faster Success Planning: We engage early to craft the best solution roadmap for your business
- 12. Dedicated To Your Success – customer feedback “I see developing our Salesforce platform as a journey. It’s not finished yet, but we’ve made tremendous steps forward with the help of our trusted advisor.” Steve Brown, Executive Director for Channel, Sales, and Marketing, Dell “We look at our Program Architect as a constant source of advice, design and architectural input, as well as an effective problem solver. Our advisor is the go-to guy for all things Salesforce adds.” Christian Tchatchouang, Head of SELL Domain Delivery, Vodafone “We saw a 50 percent increase in performance after getting proactive support from our Mission Critical Support team.” Jeff Cordell, Chief Information Officer, LanguageLine “Salesforce Premier Success has been critical to our success—we couldn’t operate without it.” Christine Comer, Director of Client Services, Colorado Department of Health Care Policy and Financing
- 13. Cloud Services Helping companies get the most out of Salesforce
- 15. Accelerated Success products are dedicated to helping you drive adoption of your Customer Success platform LevelofComplexity Level of Ambition Accelerated Success Consultative Success Transformational Success Adopt and advance, on any cloud. ╸Premier Success Plan ╸Featuring Accelerators Access senior level business and technical advice & implementation programs. Address complex organizational challenges and create disruption in order to win.
- 16. Success Resources Access to Success Managers, Premier Points, and Success Programs Enhanced Support 24x7 tech support & developer support Expanded Training Online, role based, and customized training Accelerated Success Exclusive Apps Apps built & supported by Salesforce Premier Success Plan Access to Salesforce expertise, resources, support, and value Why does it matter: ● Proven correlation between Premier and adoption means your Salesforce plans will succeed ● Access exclusive Premier assets and communities, enhanced support SLAs, and Cloud Services such as Accelerators “Premier Success has been critical to our success – we could not operate without it.” HCPF- Director of Client Services
- 17. Accelerated Success Targeted engagements that are a feature of Premier designed to deliver the results your business demands Why does it matter: ● Benefit from best practices in order to ramp up new initiatives ● Receive a personalized consultative engagement without the complexity of a large project “Accelerator asked the right questions and helped us successfully deploy a customer community.” CenturyLink- Community Manager Select from a portfolio of 70+ personalized 1:1 engagements Accelerators Salesforce Specialists Remote and onsite engagement models Focused on a unique need Full spectrum of Accelerators by Cloud and functional area (e.g., governance) Value-based deliverables Focused on meeting your KPI’s
- 18. Consultative Success Access to Salesforce expertise, resources, support, and value Why does it matter: ● Proven correlation between Premier and adoption means your Salesforce plans will succeed. ● Access exclusive Premier assets and communities, enhanced support SLAs, and Cloud Services such as Accelerators. “Premier+ and the developer support team saved me 10 hours just yesterday. Even in research and development, they save us week’s worth of work.” Shutterstock - Salesforce Administrator Premier Plus Success Plan Success Resources Access to Success Managers, Premier Points, and Success Programs Configuration Services Enhanced Support 24x7 tech support & developer support Expanded Training Online, role based, and customized training Exclusive Apps Apps built & supported by Salesforce
- 19. Next Success Services call on: 10th January 2017 ‘Day in the life of a Customer Success Manager’ https://attendee.gotowebinar.com/register/925786969069805571
- 20. Thank Y u
- 21. Level of Ambition LevelofComplexity Cloud Services helps you achieve business value, faster We engage at a level that is appropriate for your business Accelerated Success Consultative Success Accelerators Advisory Premier Success Plan Premier+ Success Plan Signature Success Plan Mission Critical Support Strategic Projects Experience Design Innovation & Transformation Center We provide prescriptive advice, best practices and experts at every stage of your journey Design-led innovation Data-driven insights Always-on expertise Transformational Success