Salesforce CRM

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TABLE OF CONTENTS

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COURSE 1: SALES AND CRM OVERVIEW [영업과 고객 관계 관리 개요]

⇒ Salesforce for Business [비즈니스용 세일즈포스] ⇐

⇒ The Sales Process [영업 업무 절차] ⇐

⇒ Data That Matters in CRM [고객 관계 관리 핵심 데이터] ⇐

⇒ The Sales Cloud [세일즈포스 영업 클라우드] ⇐

COURSE 2: LEAD MANAGEMENT IN SALESFORCE [세일즈포스에서의 잠재 고객 관리]

⇒ Importing Data and Working With Leads [데이터 가져오기 및 잠재 고객 작업하기] ⇐

⇒ Organizing Leads, Campaigns, and Tasks [잠재 고객, 캠페인, 업무 정리하기] ⇐

⇒ Managing and Qualifying Leads [잠재 고객 관리 및 구매 가능성 평가] ⇐

⇒ Enhancing Sales Productivity and Converting Leads [영업 생산성 향상 및 잠재 고객 전환] ⇐

COURSE 3: OPPORTUNITY MANAGEMENT IN SALESFORCE [세일즈포스에서의 영업 기회 관리]

⇒ Supporting Account Executives [영업 담당자 지원하기] ⇐

⇒ Working With Opportunities in Salesforce [세일즈 포스에서 영업 기회 다루기] ⇐

⇒ Using Products, Price Books, and Quotes in the Sales Process [영업 업무 절차 내 제품, 가격 책정표, 견적서 활용] ⇐

⇒ Contracts and Orders [계약서 및 주문서 관리] ⇐

COURSE 4: REPORTS, DASHBOARDS, AND CUSTOMER SUCCESS IN SALESFORCE [세일즈포스에서의 보고서, 대시보드, 고객 성공]

⇒ Supporting Customer Success Managers [고객 성공 관리자 지원] ⇐

⇒ Service Cases in Salesforce [세일즈포스 내 서비스 요청 사례] ⇐

⇒ Supporting Sales Managers With Reports [관리자를 위한 영업 보고서] ⇐

⇒ Charts and Dashboards [차트 및 대시보드] ⇐

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COURSE 1: SALES AND CRM OVERVIEW [영업과 고객 관계 관리 개요]

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TABLE OF CONTENTS

SALESFORCE FOR BUSINESS

⇒ Introduction to Sales Operations and Salesforce: THE SALES OPERATIONS SPECIALIST ROLE | A Brief History of Salesforce ⇐

⇒ The What and Why of CRM: Tracking Customer Relationship Information | CHALLENGES BUSINESS FACE | CRM DEFINED ⇐

⇒ Understanding Salesforce: Salesforce 101 | WHO USES SALESFORCE | SALESFORCE ESSENTIALS | SALESFORCE USE CASES ⇐

THE SALES PROCESS

⇒ Understanding Sales: Tasks of a Sales Representative | B2C SALES | B2B SALES | B2B AND B2C SIMILARITIES AND DIFFERENCES ⇐

⇒ The Sales Process: SALES PROCESS DEFINED | STAGE 1: PROSPECTING | STAGE 2: QUALIFYING | STAGE 3: PRESENTING ⇐

⇒ Continued: STAGE 4: CLOSING | STAGE 5: CUSTOMER SUCCESS | Sales Process Examples | ROLES ON A SALES TEAM ⇐

DATA THAT MATTERS IN CRM

⇒ Tracking Sales Data: Data That Matters | DATA HYGIENE DEFINED | The Cost of Bad Data | DATABASES AND DATA HYGIENE ⇐

⇒ Sales Databases: Moving From Simple to Complex | Sticky Notes as a CRM | Spreadsheets as a CRM | SALESFORCE AS A CRM ⇐

THE SALES CLOUD

⇒ Introduction to Trailhead: Trailhead Overview | Trailhead Basics | Trailhead Playgrounds ⇐

⇒ Salesforce Sales Cloud: SALESFORCE UPDATES AND CUSTOMIZATION | SALESFORCE CRM | SALES CLOUD BASICS ⇐

SALESFORCE FOR BUSINESS [비즈니스용 세일즈포스]

The Sales Operations Specialist Role

⇒ Sales Ops Specialists leverage powerful tools in Salesforce by providing value under four main categories: Strategy, Technology, Operations, and Performance. ⇐

⇒ Strategy: A role of providing sales forecasting through the use of Salesforce Data and offering ideas on how to optimize the sales process. ⇐

⇒ Technology: A role of leading the adoption and customization of CRM, as well as additional integrations in the tech stack of the sales team. ⇐

⇒ Operations: A role of finding the best use of the various tools in Salesforce to facilitate the Sales and Support Teams work more efficiently. ⇐

⇒Performance: A role of using reports to leverage Salesforce Data to determine how effectively members of the sales team are doing the jobs. ⇐

A Brief History of Salesforce

⇒ To put it simply, Salesforce is a cloud computing service as a software (or SaaS) company that specializes in customer relationship management (or CRM). ⇐

⇒ Salesforce's services allow businesses to manage and improve their relationships with customers, streamline business processes, and improve their sales.⇐

⇒ Salesforce acquired Mulesoft in 2018, Tableau in 2019, and Slack in 2020. ⇐

Tracking Customer Relationship Information

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CHALLENGES BUSINESS FACE

⇒ When there is no centralized system to track and log customer information, the problems of disorganization and disjointed databases arise.  ⇐

⇒ When information about customer is unorganized, low customer retention rate happens which means businesses lose customers due to less personalizations.  ⇐

⇒ When pulling data is unreliable, the problems of complicated tracking and reporting lead into inaccurate sales forecast and wrong investments. ⇐

CRM DEFINED

⇒ Customer Relationship Management (CRM) is a strategy for managing an organization's relationships and interactions with customers and potential customers. ⇐

⇒ Customer Relationship Management Systems (CRMs) are centralized tools that help business stay connected to customers, keep customer information and contact details up to date, track every customer interaction, and manage accounts, designed to improve customer relationships, streamline processes, and ultimately improve profitability. ⇐

⇒ CRM in its simplest form is a way to manage lead, people interested in your business, and your existing customers in the most efficient way to extract the most value. ⇐

⇒ The goal of CRM is to improve business relationships with customers through customer retention and customer acquisition. ⇐

Salesforce 101

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WHO USES SALESFORCE

⇒ Salesforce is used by all teams including Sales Team, Marketing Team, Customer Service Team, Supply Chain Team, and Human Resource Team. ⇐

⇒ Sales Team tracks potential customers, customers that are in the process of making a purchase, customers that have previously purchased, and project performance. ⇐

⇒ Marketing Team checks reactions to past marketing efforts, predict performance in the future, and create materials that is statistically more likely to perform well. ⇐

⇒ Customer Service Team tracks interactions and conversations, responds to a needs with the context of past problems, and support customers through personalization. ⇐

⇒ Supply Chain Team tracks meetings with vendors who supply them products and to track the movement of these products themselves by using story notes. ⇐

⇒ Human Resource Team more accurately assesses what current staff needs exist and directly compare these needs to new hires and potential candidates. ⇐

SALESFORCE ESSENTIALS

⇒ In Salesforce, you keep track of prospects, sales, and customers with leads, opportunities, accounts, and contacts. ⇐

⇒ Business cards, website form submission, and other prospects that express interest in learning more about your product or service are tracked as Leads. ⇐

⇒ Once a prospect is ready to discuss potential pricing, scope, and more, convert the Lead into Opportunity which are deals in progress that represent potential sales. ⇐

⇒ The records including company name, industry, number of employees, and location are called Account Record which is automatically created with Lead Conversions. ⇐

⇒ The records which store information about the stakeholders including name, title, phone number, and Email address are called the Contact, which is under Account. ⇐

⇒ The records which store information about the product, amount, decision makers, and close date are called the Opportunity, which is under Account. ⇐

 ⇒ The records of information which keep track of questions and help requests by customers are called the Cases, which is under Account. ⇐

SALESFORCE USE CASES 

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THE SALES PROCESS [영업 업무 절차]

Tasks of a Sales Representative

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B2C SALES

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B2B SALES

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B2B AND B2C SIMILARITIES AND DIFFERENCES

⇒ B2C (Business-to-Consumer) sales: The process of selling products or services directly to consumer. ⇐

⇒ B2B (Business-to-Business) sales: The process of selling products or services to other businesses. ⇐

⇒ Key Sales Purpose: B2C Sales is to maximize the transaction value while B2B Sales is to build relationships. ⇐

⇒ Number of Decision-Makers: B2C Sales typically involve one person while B2B Sales involve multiple decision-makers. ⇐

⇒ Time to Make Decision: B2C Sales Cycle is shorter and takes less time for decision while B2B Sales is longer and include an engagement period. ⇐

⇒ Considerations During Purchase: B2C includes brand appeal and emotional attachment while B2B include relationship with seller and value generation.⇐

⇒ Market Size: B2C Sales market size is large and distributed whereas B2B Sales market size is small and focused. ⇐

SALES PROCESS DEFINED

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STAGE 1: PROSPECTING

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STAGE 2: QUALIFYING

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STAGE 3: PRESENTING

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STAGE 4: CLOSING

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STAGE 5: CUSTOMER SUCCESS

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Sales Process Examples

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ROLES ON A SALES TEAM

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DATA THAT MATTERS IN CRM [고객 관계 관리 핵심 데이터]

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THE SALES CLOUD [세일즈포스 영업 클라우드]

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COURSE 2: LEAD MANAGEMENT IN SALESFORCE [세일즈포스에서의 잠재 고객 관리]

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TABLE OF CONTENTS

IMPORTING DATA AND WORKING WITH LEADS

⇒ The Life of a Marketing Associate: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Salesforce for Marketing Associates: ____________ | ___________ | _______________ | _______________ ⇐

⇒ How Data is Organized in Salesforce: ____________ | ___________ | _______________ | _______________ ⇐

ORGANIZING LEADS, CAMPAIGNS, AND TASKS

⇒ Editing and Filtering Leads in Salesforce: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Working With Campaigns in Salesforce: ____________ | ___________ | _______________ | _______________ ⇐

MANAGING AND QUALIFYING LEADS

⇒ The Life of a Sales Development Representative: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Salesforce for Sales Development Representatives: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Logging Communications and Actions in Salesforce: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Tracking Leads in Salesforce: ____________ | ___________ | _______________ | _______________ ⇐

ENHANCING SALES PRODUCTIVITY AND CONVERTING LEADS

⇒ Enhancing Email With Salesforce: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Boosting Sales Productivity in Salesforce: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Converting Leads in Salesforce: ____________ | ___________ | _______________ | _______________ ⇐

IMPORTING DATA AND WORKING WITH LEADS [데이터 가져오기 및 잠재 고객 작업하기]

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ORGANIZING LEADS, CAMPAIGNS, AND TASKS [잠재 고객, 캠페인, 업무 정리하기]

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MANAGING AND QUALIFYING LEADS [잠재 고객 관리 및 구매 가능성 평가]

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ENHANCING SALES PRODUCTIVITY AND CONVERTING LEADS [영업 생산성 향상 및 잠재 고객 전환]

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COURSE 3: OPPORTUNITY MANAGEMENT IN SALESFORCE [세일즈포스에서의 영업 기회 관리]

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TABLE OF CONTENTS

SUPPORTING ACCOUNT EXECUTIVES

⇒ Collaborating With Chatter: ____________ | ___________ | _______________ | _______________ ⇐

⇒ The Life of an Account Executive: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Salesforce for Account Executives: ____________ | ___________ | _______________ | _______________ ⇐

WORKING WITH OPPORTUNITIES IN SALESFORCE

⇒ Leads and Opportunities for Lightning Experience: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Progressing Opportunities Through the Stages: ____________ | ___________ | _______________ | _______________ ⇐

USING PRODUCTS, PRICE BOOKS, AND QUOTES IN THE SALES PROCESS

⇒ Understanding Products and Price Books: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Relating Price Books to Opportunities: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Using Quotes in the Sales Process: ____________ | ___________ | _______________ | _______________ ⇐

CONTRACTS AND ORDERS

⇒ Closing the Deal: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Contracts and Orders: ____________ | ___________ | _______________ | _______________ ⇐

SUPPORTING ACCOUNT EXECUTIVES [영업 담당자 지원하기]

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WORKING WITH OPPORTUNITIES IN SALESFORCE [세일즈 포스에서 영업 기회 다루기]

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USING PRODUCTS, PRICE BOOKS, AND QUOTES IN THE SALES PROCESS [영업 업무 절차 내 제품, 가격 책정표, 견적서 활용]

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CONTRACTS AND ORDERS [계약서 및 주문서 관리]

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COURSE 4: REPORTS, DASHBOARDS, AND CUSTOMER SUCCESS IN SALESFORCE [세일즈포스에서의 보고서, 대시보드, 고객 성공]

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TABLE OF CONTENTS

SUPPORTING CUSTOMER SUCCESS MANAGERS

⇒ The Life of a Customer Success Manager: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Salesforce for Customer Success Managers: ____________ | ___________ | _______________ | _______________ ⇐

SERVICE CASES IN SALESFORCE

⇒ Working With Cases in the Service Cloud: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Knowledge Basics and the Service Console: ____________ | ___________ | _______________ | _______________ ⇐

SUPPORTING SALES MANAGERS WITH REPORTS

⇒ The Life of a Sales Manager: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Salesforce for Sales Managers: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Understanding Reports: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Building Reports: ____________ | ___________ | _______________ | _______________ ⇐

CHARTS AND DASHBOARDS

⇒ Using Charts: ____________ | ___________ | _______________ | _______________ ⇐

⇒ Using Dashboards: ____________ | ___________ | _______________ | _______________ ⇐

SUPPORTING CUSTOMER SUCCESS MANAGERS [고객 성공 관리자 지원]

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SERVICE CASES IN SALESFORCE [세일즈포스 내 서비스 요청 사례]

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SUPPORTING SALES MANAGERS WITH REPORTS [관리자를 위한 영업 보고서]

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CHARTS AND DASHBOARDS [차트 및 대시보드]