Guest post on the Salesforce blog: 6 Ways to build a Salesforce Lead Machine

Today CloudAmp Founder David Hecht published a guest post on the Salesforce.com blog that outlines some best practices for lead management and demand generation using Salesforce. The article is focused on small and medium businesses (SMBs), who face some particular challenges regarding budget and staff resources when it comes to these issues. But the good news David outlines is that SMBs can build their own “lead machine” using mostly Salesforce CRM’s built in tools, with a few affordable add-ons. Read more on the Salesforce blog. David’s recommendations include:

  1. Establish a Lead Process
  2. Use Web-to-Lead Forms
  3. Use Salesforce Lead Automation
  4. Track the Sources of Your Leads
  5. Set up Dashboards
  6. Develop an Email Program

Salesforce.com Blog >

“6 Ways to build a Salesforce Lead Machine” guest post >

6 Reasons You Need Web Tracking and Analytics Data in Salesforce

If you are doing online marketing and using Salesforce, chances are there is some important information missing from your Salesforce organization. Hopefully you are tracking your web site lead sources into Salesforce (if not, get on it here or read this now). But what about understanding your web site traffic, visitors, etc. directly inside Salesforce? Here are 6 things that you might be missing out on, or at least need to think about.

 

1. You Need to See the Big Picture

Web site traffic and visitors are the top of your inbound marketing funnel. For many marketers, and especially those of you spending a significant portion of your budget on Google Adwords and other online advertising, this is where most prospects first engage with your brand.

 conversion-funnel2

So how many people are on your web site, and where did they come from? You want to be able to see total web site traffic, and the breakdown of the different types of visitors by Campaign, Referral Source, right where all your other marketing and sales data lives — Salesforce. This is the top of your “funnel”, people on your web site, and understanding this big picture and up / down trends will keep you much more on top of how your marketing is performing. Many of us track our leads, but how many keep on top of the big picture and can see those who did not submit a form as well?

Seeing the top of the funnel in Salesforce not only makes this data more front and center, but also gives you the advantage of being able to compare it to trends in the rest of the funnel — how many leads are generated via web forms, how many of those leads convert, etc.

 

2. Your Conversion Rate Does Not Matter

This isn’t 100% true, it mainly makes a good heading. Target conversion rate matters somewhat, and we can all agree that achieving a 10% conversion rate is better than 5%. But there are some Internet businesses where 0.1% conversion is considered a job well done. Hence the dreaded question from the CEO or other executive, “What should our conversion rate be?”

As marketers, we know we should be measuring conversion rates at multiple points in our funnel. And the main way we are likely to be successful in “moving the needle” of sales and revenue is by making incremental improvements in these conversion rates at multiple places in that funnel (though we may still secretly hope for that one breakout campaign that just buries the Sales department in qualified leads). So the trend in the conversion rate is really more important to understand on a daily basis than the target (though less sexy).

ConversionRateDiagram

By having web analytics data in Salesforce to better model various conversion points (Web site vistor > Lead, Lead > Converted Lead, Converted Lead > Opportunity, Opportunity > Closed Won and all the Sales process stages in between that are specific to your company or industry), you get one more critical conversion point that is typically missing from Salesforce. And since positive or negative trends in conversion rates are generally more important to doing your daily job as a marketer, having trendlines of web site visitors alongside the leads in your dashboards can be very useful to monitor.

 

3. Your Web Site is Broken

And I don’t mean those javascript error alerts that no one understands, or Internet Explorer display issues the web developers refuse to fix out of religious protest. Even on the simplest web sites, downtime caused by hosting problems, issues created by new content, or some cutting edge new templating language that looks cool but won’t load properly for half your visitors can be hard to know about quickly enough.

You can get all of this data by logging into Google Analytics, but how many of us do that daily? If the data is in Salesforce, and nicely displayed in dashboards where trends are easier to see, you can be on top of the really big screwups that much faster and save yourself heartache and lost revenue. Even if your overall visitors don’t change too noticeably, seeing the bounce rate suddenly spike or page views per visitor fall precipitously could alert you to a potential problem.

 JSTrackingError

One side benefit, for those of us engaged in lots of online advertising, is that you can (hopefully) spot problems with tracking much quicker as well. When that new landing page goes live, and somehow the template got changed to not include your tracking code, having real-time visibility in Salesforce should let you catch it early (versus running a report at the end of the month and noticing something amiss then, when it is too late to get that tracking data back). 

 

4. Your Lead Data is Dirty

Really, whose isn’t? But this isn’t so much about duplicate leads and other garbage that has plagued almost every Salesforce instance in history ever (and CRM systems in general for decades before Salesforce.com came into existence, but those were harder to get data into generally). It is more about cleaning up your reporting to more accurately reflect the relationship between the top of your funnel (web site visitors) and leads.

 Salesforce Find Duplicates

Ideally, you want those spikes in web site traffic to parallel spikes in leads, both nicely tracking each other in Salesforce (though they don’t always, as discussed in #5 below). But when there is more divergence than normal, having the complete picture of the top of your funnel can prompt you to dig deeper.

Maybe your inbound lead reporting shouldn’t have those 1500 tradeshow leads that were just imported in the same graph. Or that new Sales Manger hire got clever and somehow imported his “rolodex” via CSV file. Time to set some filters in the reporting and keep the funnel and conversion rates accurately reflecting your online marketing efforts. 

 

5. Your Quantity is Increasing Over Quality

Sometimes you can’t blame that new Sales Manager or scanner-happy tradeshow booth staff for declines in data. As you ramp up online marketing efforts, the quality of your web site visitors (and possibly leads, though hopefully not) is bound to change.

 Salesforce Sales Funnel

Yet another reason why it is better to focus on the trend rather than an absolute number for conversion rates (see #2 above) — your conversion rates are bound to get worse when you pour on the gas with advertising, especially if your previous efforts were more organic such as blog posts and customer referrals. Conversion rates, bounce rates, pages/visitor all get worse when you start bringing in lots more people, since by definition you will need to widen the net.

So this means you need to keep careful track of both data on individual leads, as well as overall trends in traffic and conversion. Having all the top of the funnel data there in Salesforce alongside your lead tracking will help you do that. 

 

6. Your Boss Wants Pretty Reports

Finally, there is showing the boss what you are up to (also known as proving that your efforts are paying off, justifying your job, etc.). If your web site traffic and lead volume are spectacularly up and to the right, having all that data in Salesforce makes it easy to schedule a weekly or monthly email of the dashboard to people in your organization.

Or if an executive simply wants to see your web site traffic, it isn’t possible to have a nicely formatted email with graphs generated by Google Analytics, but if you have all the data in Salesforce that last step is pretty straightforward. Instead of a zipped CSV file from Google, or an Excel spreadsheet that you have to update by hand, they can receive a dashboard emailed from Salesforce, complete with all the graphs and charts, right in their inbox.

CampaignTrackerforGoogleAnalytics-Dashboard1-small

The Emailed Dashboards School of Management

Today we have access to increasing amounts of data and analytics, from all kinds of systems and applications that were not easily accessible to business users even 5 or 10 years ago.

“Big Data” it is sometimes called, though more because it sounds cool than the actual size of the data in many cases. With all of this data however, understanding the “meaning” of the data is increasingly difficult.

We all need a way to quickly spot trends, and gain actionable insights from all that data that helps us manage the people and processes in our daily work.

One method I have found to be particularly effective in making use of data is having a series of dashboards automatically updated and then emailed to me nightly or weekly. Hourly between midnight and 4 or 5 AM, Salesforce updates my dashboards and emails them to me, graphs and all, to be reviewed while having my morning coffee and cleaning out the inbox.

Getting dashboards emailed to me eliminates the need to remember to log in and check the correct reports, and makes it easy to spot any anomalies or trends early. If I need more information about a graph or chart, clicking on it in my inbox takes me directly to the underlying report in Salesforce.

And having all the data centralized in Salesforce (hopefully) makes it easy for the data to be up-to-date without any human intervention to combine data sources or update spreadsheets.

Some Dashboards I like to see daily:

  • Website traffic via Google Analytics into Salesforce – how many unique visitors, page views, etc. did I get yesterday and where did they come from? How did that big blog post do? Anything that doesn’t look right? (Yes, I know I can log into Google Analytics and see this high level data plus a whole lot more, but I probably won’t — unless an email dashboard alerts me to something that warrants deeper investigation.)

DashboardVisitorsandPageviews

  • Registrations via backend database integration – if visitors are signing up on a web site or registering for an account with a SaaS product, I want to push that to Salesforce (within a few minutes ideally), so I can correlate visitors with registrations and have a clear view of the top of my funnel.
  • Leads via Salesforce’s Web-to-Lead form and other sources – how many inquiries are we receiving, and what is happening to them. This should include lead sources, ideally set by an automated tracking system (and yes I have one that I favor), as well as anything sales reps or marketing people enter into Salesforce clearly identified as such for separation in reporting.

DashboardSalesRepActivity

  • Sales activity via Salesforce – How many calls, emails and other activities are happening, and which reps are performing best. Don’t think of this as big brother or keeping the Sales people honest, but more as understanding your business’ sales productivity. And if you haven’t worked in sales before, you have to witness the data to understand that one Sales rep really can make 5 times more calls than another rep (and generally close 5 times as much business, though not always) even though both reps appear productive anecdotally.
  • Online Advertising Performance – If you are advertising online, Leads or Registrations with daily graphs broken out by advertising publisher is a particularly useful dashboard. You do need to keep some of those ad networks or blogs honest in terms of the impressions they are running and traffic they are sending you. Plus you will be able to see right away if your conversion tracking code was accidentally left off that new landing page, rather than at the end of the month when the numbers are run and it is too late.

Some Dashboards I like to see weekly:

  • Usage data – Integrating usage data from SaaS products or other customer behavior or purchasing information into Salesforce accounts is critical for both lead scoring / account ranking, as well as aggregate numbers on how the business is doing overall. I like to see a dashboard that has total usage (or whatever the key metric that shows customer adoption is) across all customers, as well as a list of top accounts, new accounts with high usage, and potential churn accounts whose usage / purchasing has recently dropped off.

DashboardFunnelMetrics

  • Conversion funnel – what are the trends in terms of lead conversion / opportunity creation, and how does the top of the funnel look in terms of volume.
  • Sales Pipeline – what Salesforce Opportunities are open, if there are free trials which are expiring in the next week or two, how many deals are at each stage, and is anything neglected or staying open forever without movement?DashboardGauge
  • Revenue – If you have a billing or other financial system integrated into Salesforce, it is nice to have some revenue dashboards as well. It isn’t a substitute for financial reporting (and won’t make the accountants happy), but can help you see total revenue, new sales, and understand some high level financial trends, even if it isn’t accurate to the penny.

By reviewing daily or weekly dashboards emailed from Salesforce, you can start each day with a quick overview of your business, and an easy opportunity to understand any trends and spot problem areas or successes. In addition, building these dashboards will ensure that you have all or most of the data that you need in Salesforce for other people to use, so it can make the chances of success much greater if you are just rolling out Salesforce CRM.

You may need to dive back into any one of a number of systems to see further details in the data, or use more sophisticated analytical tools to understand the correlations between different data sets. But ultimately having the data summarized, automatically updated and emailed to you in dashboards is a great way to stay on top of the top line numbers and trends in your business.

How are you using dashboards, and do you get them via Email? Let me know in the comments below.

CloudAmp to present at Salesforce Business Apps Bootcamp

CloudAmp will be presenting at Salesforce.com’s upcoming Business App Bootcamp here in San Francisco on January 29. The topic is “Garage to Glory: Stories from the Front Lines” — how to build and market Apps on Salesforce’s AppExchange. It should be a good event, so register here for free and come on down if you can make it.

 

BusinessAppsEvent

The enterprise app revolution is here and presents a huge opportunity for entrepreneurs and developers. With a great idea and the right go-to-market strategy, you can build a revenue generating business in record time.

Hear from influential thought leaders about trends they are seeing and key advice for building the next big app for the enterprise. Join us for this free, half-day event and walk away with the tools and inspiration to transform your idea into big business in the cloud.

BUSINESS APP BOOTCAMP
Tuesday, 1/29, 2:00 p.m. – 8:00 p.m.
Terra Gallery, 511 Harrison Street, San Francisco

Google Analytics data into Salesforce: A Method to the Madness

When I tell people that one of my main goals in business is to centralize all marketing and sales data in Salesforce, sometimes I am met with strange looks.

“Why would you want to do that?”

“Aren’t you worried about all the limitations of Salesforce?”

“Why don’t you use real analytics and and business intelligence tools?”

While many businesses pull data out of Salesforce and other systems to store in a BI tool, data warehouse, marketing automation system, or even just a spreadsheet, I believe that data centralization inside Salesforce for all of your marketing and sales tools is the future.

data_silos2

I’ve even put my “money where my mouth is” as the saying goes, and focused my company CloudAmp on building apps that integrate data to display it in Salesforce Dashboards, in order to provide better analytics around the sales and marketing funnel.

Our CloudAmp Dashboard for Google Analytics connects to Google Analytics and then imports data automatically each day to display in a dashboard. Relatively straightforward (though not without some technical hurdles), yet no one had integrated web analytics data from Google Analytics into Salesforce in this way before.

Here are some of the challenges around centralizing marketing / sales data and analytics inside of Salesforce, as well some of the advantages to integrating and using that data inside of Salesforce that make it a worthy goal.

Salesforce Limitations

Salesforce has a number of limitations over external data warehouses and analytics tools. This is a valid concern for some applications, but in many cases these limitations can be overcome, or the value of integrating data into Salesforce outweighs the limitations.

1. Lack of functionality. For big data analytics, where very large amounts of data need to be processed, or complex analytical queries across multiple data sources are required, using Salesforce may not be possible. But for many uses, especially in the small / medium business (SMB) market, Salesforce works just fine.

Salesforce’s reporting and dashboard engine has come a long way, especially with the Spring 2012 Analytics release (Joined Reports, Cross Filters, and Bucketing — available in Enterprise Edition).

There are certainly many more features that can be added, and I know the Salesforce analytics team has a lot of increased functionality still on its product roadmap. But most basic data analysis and reporting queries are now covered, all within an interface that many Salesforce administrators and users are already familiar with (and paying for).

SalesforceAnalytics

2. Storage and API constraints. Salesforce does have caps on storage and API calls that at best could be called not very generous, at worst are a decade behind current standards. So if you are looking to import large amounts of data, it can be tricky.

You don’t want to have to pay for additional storage, but even more likely is hitting your API limit — at 1000 API calls/user/day, even if your integration is efficient and uses the bulk or SOAP APIs for some large data loads, it is easy to come up against the limit.

This means for many businesses, you will still need an external database or data warehouse to store much of this data, but it does not mean that you can’t integrate it into Salesforce. You may just need to be selective in what data you import, or just push calculated metrics into Salesforce rather than all the raw data.

Salesforce-API-Limitations

3. More difficult than Spreadsheets. Many marketing and sales people don’t use complex business intelligence tools but choose Microsoft Excel or Google Spreadsheets to run their analyses.

There are certainly challenges to modeling conversion data in Salesforce — creating formula fields and setting up the reports correctly in Salesforce is quite a bit harder for most of us than creating spreadsheets.

It also takes more work to record historical snapshots in Salesforce — by default it always displays the latest data, whereas spreadsheets tend to be more static. But Salesforce can be updated by many people without versioning issues (certainly possible in Google Spreadsheets but still tricky), and always being updated to show the latest data is a real asset in many situations.

Many companies find that spreadsheets in practice get updated once a month, or maybe the 15th and 30th of the month in a best case scenario. So a Salesforce dashboard, even updating once a day and being automatically emailed to you, has a much greater chance of alerting you to trends you should know about, or problems with an advertising campaign etc. that would be a serious issue to find out about 30 days later.

Benefits of Data in Salesforce

Despite the limitations above, there are a  number added benefits come from centralizing data inside Salesforce.

1. Single Source of Truth. The most common reason to centralize data in Salesforce has been a goal of CRM systems since before Salesforce existed — have all your data in one place, a “single source of truth” for any information that might be relevant to your customers.

This may seem an impossible goal, with data living in so many different systems typically. But with today’s APIs, it is getting easier to integrate data from various SaaS applications into Salesforce. And to simplify the integration, it can often be done as a one-way push into Salesforce, rather than a bi-directional sychronization.

Having data from multiple sources inside Salesforce can give your team a 360 degree view of the customer, and reduce the need to log into disparate systems — or even better, allow them to easily view data that they might have skipped in the past, due to the inconvenience of it being in another system.

GoogleAnalyticsSalesforceLeadsDashboard

2. Self-Service Analytics. When external data sources are inside Salesforce, in addition to providing a fuller view of the customer that data now becomes accessible to a wider audience and can be used for more purposes.

The marketing team can run some its own queries and create reports on the fly to better understand the data, and selected data can be exposed to the sales team, giving them a fuller picture of their prospects and customers where they might need it.

If you want to see data on a particular issue that comes up, it is pretty easy to create a new report, or modify and save as an existing one. Depending on your sharing and security model, I have even seen organizations where enterprising salespeople create their own reports to better understand their customers or go deeper into areas where they think there may be opportunities.

Power-to-the-People-Dashboard

3. Use Data for Multiple Needs. When multiple data sources are brought into Salesforce, it not only becomes more accessible but can often be used for multiple purposes. For example, integrating data from an external chat tool is useful not only to customer support for case tracking, but can be used by marketing as another data point in lead scoring. In technical pre-sales situations that make use of online chat, this could be a deciding factor in scoring purchasing intent.

Coming back to our Google Analytics example, bringing web site traffic data into Salesforce from Google Analytics can be useful on many levels. There are some challenges to exposing this data inside of Salesforce, because the Google Analytics terms of service do not allow for uniquely idenitifying site visitors, so web traffic data will not typically align on a customer account level basis like most data in Salesforce (though CloudAmp has another app to help with that problem).

conversion-funnel2

However, even in aggregate, Google Analytics data exposed within Salesforce can provide a more complete view of the sales and marketing funnel, starting at the very top. Viewing unique visitors, page views, and other web analytics metrics in a dashboard alongside your other sales and marketing dashboards is useful in providing additional visibility. If you have a spike in lead volume, you can quickly see if that corresponds to a spike in web site traffic, or whether there are other factors at play.

So those are some of the challenges and advantages to integrating and centralizing data in Salesforce.

Maybe we are a bit early to this party, by building simple apps that push data into Salesforce, so anyone can do it without a complex integration project. I certainly hope not, as I think there is tremendous business value here.

Let me know your thoughts in the comments, or contact us.

Oct 17 Salesforce Integration & Analytics Meetup

We had a big crowd for the October 17, 2012 Salesforce Integration and Analytics Meetup. As usual there was networking from 5-6:30, one of my favorite parts as we draw a diverse group — from Salesforce implementation firms, consultants and Salesforce MVPs / trainers,  to people new to the Salesforce ecosystem — MBA students, people who just arrived in San Francisco, and SAP or business intelligence experts wondering what all the fuss is about. We finished the night with two short demos of the Informatica Cloud, and new startup Ecquire.

Thanks to Informatica for sponsoring the event and providing the food and drinks, and Rackspace for hosting us as usual in their San Francisco offices.

Special thanks to Aline Dinoia of FrenchAmericanTV for taking the videos below.

To be notified of future events, just sign up on Meetup.com – it is free.

Salesforce Integration & Analytics Meetup10-17-12

Salesforce Integration & Analytics Meetup10-17-12

 

About our Speakers

Ashwin Viswanath

Ashwin Viswanath is responsible for platform product marketing for Informatica Cloud. He is an accomplished platform product marketer and product manager with several years’ industry experience in Fortune 500 enterprise software companies such as Microsoft, Sun Microsystems and Oracle. Ashwin will be demo’ing Informatica Cloud’s Integration Templates, which is one component of their overall integration PaaS. If we have any time left, he may also demo their basic Data Loader.You can follow Ashwin on Twitter @Ash__V.

Toan Dang

Toan Dang is the Director of Marketing at Ecquire. Ecquire is a new productivity tool that automates data entry to Salesforce and other cloud services. With one click, capture contacts, tasks, and messages from anywhere and send them to the right acount in your CRM. Ecquire automatically creates new contacts, updates existing ones, and logs activities and tasks. Toan will be demoing Ecquire’s integration with Salesforce, and how it can capture data from Gmail, Linkedin, Facebook, & Twitter into Salesforce.

First Salesforce Integration & Analytics Meetup

On March 8, 2012 we held the first meeting of the Salesforce Integration & Analytics Meetup, at Rackspace’s new San Francisco office. We had a good turnout of around 60 people, a mix of those interested in learning more about Salesforce and cloud computing, with veteran Salesforce implementation firms and partners as well. 

Meetuplogo-salesforceintegrationandanalytics

After a couple of hours of networking, we had a presentation by David Taber, author of the Prentice Hall book, “Salesforce.com Secrets of Success,” and the CEO ofSalesLogistix, a certified  integrator specializing in improving business processes, policies, and people issues in concert with extending CRM systems.

 

David gave a talk entitled “What’s your next product? Ask the CRM!” that dealt with how CRM data can drive product strategy, how to best find and analyze the product data in your CRM system, and things to watch out for.

Img_2803

Thanks to our sponsors: CloudAmp (yours truly and the organizer), Rackspace (for providing the office space), and GoodData (for providing food and drinks).

 

Hope to see you at the next meetup! Sign up here to find out more:
http://www.meetup.com/Salesforce-com-Integration-Analytics/

%d bloggers like this: