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[Music] well good morning or afternoon everybody depending on where you are really appreciate you taking the time to be here with us this morning so the topic of our webinar today is how to use CRM to improve your business and we're going to talk about a few core categories here sales efficiency and operations you know but really what I want to focus on you know this morning this afternoon is how to really take advantage of what Salesforce has to offer to really help your business streamline and become more efficient here there are a lot of tools and a lot of capabilities there but there are a few you know key things that you can do immediately that can really have a significant impact on your your marketing your sales your operations and just overall your customer experience with Salesforce my name is Noel dot co I am a the senior manager here and I Bailey and responsible for our Salesforce consulting practice I have been working in the Salesforce ecosystem for about 14 years now and you know over all my responsibilities here for I Bailey include just making sure that our customers have a fantastic experience in the Salesforce ecosystem as well as any of the integrated environments that we're working with there my background is in organizational performance and change as well as information systems so I'm pretty passionate about helping organizations improve their performance through technology so to get started here what are some of the been it's of using a CRM in this case in particular Salesforce but using really any CRM type of functionality here in times of uncertainty more than ever it's really critical to have a fantastic customer experience right now there's a lot of ways to go out there and find buyers in this market or any market here but one of the things that we know for sure is that continuing engagements with people who know you who love you who trust what you do is one of the the most surefire ways to have you know business success within your organization and as things become more and more digital and we're starting to collect just gobs of information all over the place it's becoming more and more the norm that we delivered these amazing customer experiences that we really perceive what it is that our customers want before that maybe even they know that they want it that we're able to resolve concerns and objections and issues in an extremely timely manner that they can be able to interact with us in ways that don't require humans to participate in that you know the amazon experience is a fantastic example of these things where you know ultimately they kind of consider that if you have to reach out to us and call us we've missed something we haven't optimized our processes as far as we need to but one of the key things here I think you know looking at these charts right what can we use CRM to do and enhancing our customer experience is that you know 73% of our customers say that one extraordinary experience raises their expectations of other companies so the value that your competitors are providing the value that you are providing the value of experiences that our customers are having in industries completely unrelated to to what we're doing is really having an impact act on the perception of what it is that you're delivering there and you know there's a large group of people out there who are willing to pay for a much better experience particularly with business buyers you know they're there looking for the value of simplicity of really good guidance and suggestions you know they want to get things done quickly and so really understanding our customers is is critically important here in CRM is one of those ways to get to that point now one of the other key areas that Salesforce in particular is very strong at is helping you understand how to best drive your sales organization you know a lot of people focus and spend a lot of time in their marketing environment with some of the lowest performing channels that we can work with so you know events buying lead lists you know marketing and advertising these types of things right they're effective to a degree but they're not near as effective as word-of-mouth and you know some of the other optimizations that you could do for like search engine optimization websites you know that that human touch still right those things start to have a significant impact in what you're doing but there's really no way to optimize those things without tracking the details without going through that data and understanding you know not only the hypotheses that you guys are putting out there and and working towards but then what's the ultimate performance there so we'll talk a little bit more about that as we go and then just in general can we have a platform that allows us to automate our experiences and the environment that we're working with there's a lot of powerful tools out there that allow us to handle high volumes of interactions and data and and things like that but we've got to tie both the the human element as well as the digital environment together and automations are one of the ways that we can work through whether it's some sort of robotic process automation whether it's simple workflows or in Salesforce that called process builders and flows you know things that we can do to really keep us moving and staying on our toes there so as we think about what CRM can do for us is really it comes down to this idea of a 360 degree view of our customer can we see what our customers are doing can we measure the performance of what our expectations have put out there our assumptions or our hypotheses against reality and and what's being achieved there and most importantly can we take those observations and apply learnings one of the things that I'm very passionate about here especially when it comes to to technology and data is these are fantastic tools but we have to teach them we have to work with and we have to show them you know how to really be successful and we also have to take that information back to the human element of things and and learn and apply those learnings and and you know work through those things and so in this case one of the biggest values that that Salesforce can give us is this learning experience understanding our customers better even when we fail and in many cases you know a failure a bad experience or something that just didn't go quite as well as we expected can be just as valuable or even more valuable than if we were just kind of floating along and then things are going well it allows us to really differentiate ourselves and develop a competitive advantage for within our market for clients and and make that experience incredibly important there so you know going back to that right if you're learning right and 66% of customers say hey we're willing to pay more for a great experience are you capitalizing on the value that you're providing within the marketplace and within your customer base so having that visibility having that understanding of your your customers and where you're going can really help you optimize your overall results you know how do we enhance our business operations we're gonna cover a couple of simple things and a couple of not so simple things that you can use to improve your business today we will cover you know a little bit more in depth on sales and marketing performance process design in order to streamline your business and finally how we can leverage integrations in more complex environments to really maximize your business efficiencies here so we will start with improving really sales performance and I'd lumped sales and marketing here together because they're they're so interrelated you know one of my favorite quotes and there's a couple of these in here is this idea that when performance is measured performance improves and when performance is measured and reported back the rate of improvement accelerates so this idea of accountability becomes incredibly important when we're working in CRM systems and other environments now that idea of accountability in many sales organizations is a bit threatening right are we going to use the accountability stick that we have and the data that's now available to us through Salesforce to just beat up our team and and really make this you know I'm almost a toxic workplace to be involved in are we gonna go and force our our sales team members to do things in a way that they haven't done and so a lot of organizations where you know you've been around you know like I Bailey for you know over a hundred years or for a long time you have sales representatives who you know they they have a way of doing things they may not be quite as comfortable with technology they may not be you know as savvy with with various things but they're very good salespeople you know how are we going to incorporate that group as as well as new and upcoming salespeople together and make this a fantastic environment for everybody the objective here of CRM and the sales accountability and the accountability overall is like I said before learning can we learn can we improve can we get better can we create a collaborative and productive environment for our team to really thrive and flourish with what they're doing and and be supportive there and Salesforce in particular really helps us achieve those types of environments and because we look at ways to do that the very first thing here is making sure that you're clear with what that common language and and common process is within that sales environment and Salesforce has a tool called path or in this particular case it's a sales path that allows us to provide guidance and help set expectations along the way but what's really important here are some of the labels that we give things so the sales stages that we progress through I spent a lot of time with an organization called Griffin Hill and it's a sales consulting and coaching organization and you know they really honed in on being very clear about you know routines and plays that need to be executed throughout the sales process those routines and plays gave this common process this common language this this framework to push against so the when we sit down and we talk about what's going on in that sales environment we can actually have productive conversations about hey what went well what went poorly how can we improve how can we strategize to you know help get this deal in the door in a more structured procedurally driven environment and what this'll really allows us to do is to do things like reading between the lines and what I mean by that is I see a lot of instances of implementations of Salesforce where on the opportunity in particular we have in some cases you know hundreds of fields the that need to be completed or filled out or addressed in some form or fashion and in a lot of cases a lot of that data is just not getting populated or it's not providing really any value to anybody within the organization it's just busy work that's happening there and so if we can really simplify that process streamline the discussions that are being had there and make sure that that has meaning to everybody in the same way and in the same consistency easier here we can start to to actually get measurements on what I would consider the right things that help us improve our performance and some of those measurements start with marketing you know if you have a marketing organization and you're spending money on trade shows or Google AdWords or any other sort of print or digital advertising type environment right you're your key goal here is to drive you know ideally lead something that has value somebody that you can talk to some sort of conversion within the system you know having a list of people who've kind of sort of raised their hand is not enough we need a good definition of around what is a marketing qualified lead and MQL and the sales team has to agree that an MQL is really a qualified lead this is somebody that I want to talk to instead of you know chasing phone calls non-stop a long time ago there was a report published by a group called inside sales where basically they said hey if you can't get to a lead and respond to them within you know five minutes or less or while they're still on your website or whatnot it's going to take you somewhere between seven and fourteen follow-up phone calls to get back in contact with that person and so you know what is it that defines a lead in terms of you know interest qualifications timeliness right and and you've got to really sit down as an organization and make sure that that's clear and that's part of your common language and process going on from that part how do I measure marketing performance you know leads I have a cost per lead right that's what it cost me to get a lead in the door but really I want to know as early as possible what's the total future value that these leads might provide us and as I start measuring conversion ratios from you know various points in that common process I can start to determine that hey my average close ratio is 10% for this particular environment and my average value of deals that will be closed is $100,000 right now I can start to make return on investment predictions before those things actually happen and make better decisions around the amount of marketing dollars that I'm spending and where I can also start to break down you know the overall performance of sales individuals as I'm looking at that and start to say hey you know Joe really does a good job discovering and going through the needs analysis phase of the deal but we really start to see a drop-off in solution presentation and negotiation you know can I start to use that information to to you know team him up with Kelly who you know has a fantastic close ratio maybe doesn't have quite as many deals but can we start to get some of those skill sets tied together can we start to do coaching events and other things with those those sales teams and as you start to track those ratios and values and durations within the sales process you can start to make better decisions around what's happening there and you know make changes to those processes in your accountability structure to to improve those before I engaged with I Bailey I was working for a third-party logistics company and we did these types of things in our organization and when we were able to take you know a sales cycle that lasted for you know roughly 18 months and shorten that down to you know six months or less and we are able to take our deal sizes and increase them substantially by implementing these types of processes and really tracking and making good hypothesis holding each other accountable and and focusing in again on that learning so that we could provide value back to the organization so again one of my heroes here another favorite quote edwards deming he says if you can't describe what you're doing is a process you don't know what you're doing and i think that this is so critical if you guys are in professional services hopefully you're familiar with the spi that you know goes through and talks about what levels of maturity we can achieve as professional services organizations and you know if we're not defining things as a clearly repeatable definable process that has consistent inputs and outputs and expectations we're really in a heroic environment we're incredibly dependent and at risk of some amazing individuals within our organizations that really just keep things together and if we lose those individuals you know does that experience that that fantastic customer environment that they provide go away and so being very clear here with you know the process is that you're you're putting in place the handoffs especially between those silos are incredibly important because you can have a really good you know marketing team you can have a phenomenal sales team and if for whatever reason you know we get them through that sales process and we've set really good expectations and we've done a really good job getting a deal in the door and closing the deal but then our our fulfillment team forgets or misses the handoff or one of the those experiences where you're talking to a salesperson and you give them all this information and then you know you walk into an environment and with that that handoff and that person ask you all the same questions again right you know that's not a great customer experience so how can we leverage CRM to to do this for us Salesforce in particular can do all of these things we can automate and streamline each of these handoffs in each of these environments in the the process all the way back to that sales and marketing environment so going back to that first slide that I shared the existing clients are gonna provide us the highest conversion ratio and add more value to our business with less cost if we can continue to support them and provide that fantastic experience so spending the time outside of CRM to be very clear with what those processes are and what the experience is that you're trying to drive is absolutely essential and having a good CRM implementation and this is where somebody like I Bailey comes in where we're gonna help you understand and really focus in on business process optimization first but our job as sales force consultants is to really help you translate your vision of a process and overall organizational performance to a technical environment and now that may mean that you need to massage your process a little bit to match up with what's available out of the box in whatever CRM tool that you're using you know transform and translate those processes into something meaningful because for a number of reasons you're gonna be able to go a lot further within that ecosystem especially with Salesforce if you're you're understanding those principles and applying those things sales forces spend a lot of time a lot of investment as well as other organizations that are out there that provides similar softwares on you know how do I streamline this how do I make these things a fantastic experience for our customers and so you know really keep this in mind in order to apply an automation you've got to be able to describe it as a process write it down use lucidchart use Visio use pen and paper on a whiteboard whatever it might be but be very clear with the inputs and the outputs of each process who's responsible for what and when the process that we like to leverage here is writing what are called user story there are very simple descriptions of something that says you know as whatever role or person I might be and in this organization I want to be able to perform some function in order to prove some sort of output and simple descriptions like that allow us to really start to identify what are those processes how are we going to implement them in our technology systems and apply them in our daily lives and if you can define those things you're gonna be head and shoulders above some of these heroic organizations where they're just relying on really intelligent really smart people to get those things done which is going to produce inconsistency as they try and scale and you know sometimes you have those not-so-good days and you know that starts to translate to your customer experience there we can help minimize that to a large degree with efficiently streamlined automations and processes inside of a CRM environment all right so I'm not gonna spend a ton of time on this slide but you know Salesforce and in other environments you know we I bail II represents Salesforce booming NetSuite Sage right Microsoft's systems other environments like that you know these environments provide us with a rope robust API robust back in for connecting various environments together and so when you're looking at you know really robust CRM like Salesforce and a really robust ERP environment like that suite how do you get those two systems to talk together and in many cases we recommend using a an implementation platform like Dell Boomi or mule soft or informatica or jitter bid you know there's there's all sorts of environments out there but we're pretty partial to bloomie and using that type of environment to connect things together now the reason that we would do this instead of using direct API connections between those two environments is it gives us a lot more flexibility it allows administrators instead of developers to manage and maintain some of these things in the future and it also allows us to start tying together more systems so if you wanted to implement tableau or power bi or you know a homegrown on-premise type environment we can start to use that implementation platform to build a much larger larger data management strategy across all of our systems here you know that data environment allows us to make better decisions you know that this quote from Jack well so I think really describes this an organization's ability to learn and translate that learning into action rapidly is the ultimate competitive advantage so you know right now we're we're in times of great volatility great uncertainty you know we've got to be able to you know adapt very quickly to what's happening here and having a lot of disjointed systems and not being able to have that 360 degree view of our customers and not being able to anticipate or you know go out and see hey where where can I double down on activities or eliminate other things that are that are less productive without being incredibly disruptive to my business becomes really really important here and so you know what you see here just on the bottom of the screen is a simple representation of taking a lot of data and what ultimately becomes a very complex process let's say we're doing subscription management you know selling into an environment where I'm selling subscriptions hardware and professional services and I'm doing complex order and invoice management you know I can do all of those things and automate those processes inside of Salesforce EPQ and then integrate them to my ERP my accounting environment using a tool like mule soft or booming or whatever it might be but now right my revenue collection my my invoicing in a very complex environment becomes much much easier and automated not only that I have much more visibility into things like upsell cross-sell opportunities a co termination of of any deals that might be happening you know in the process right so if I want to add licenses or additional services or whatever it might be mid contract I can keep those all tied together and have appropriate conversations with my clients on a consistent basis right that's predictable that is you know something that we've set an expectation with them for and drives that customer experience right there's probably nothing more frustrating than you know billing mistakes or errors in invoicing or miss fulfilled orders things like that and so tying these environments together really helps you know one of those handoffs in those silos it helps you understand those types of things and this is kind of a representation of one of the more complex processes that you can work through but you can also do other more simple environments within Salesforce alone or across multiple other ecosystems and environments that are exist out there so with that said where should you start let's say you're new to CRM or you've been using it for a while but you're finding adoption challenging and it's basically in a very expensive rolodex you know what should we do and so we're gonna recap a little bit about what we've already talked about we'll take a bit of a deeper dive into a couple of areas and I'll do a quick demo of some things that I think you could do very quickly right now to help you get there and then leave it open for some questions and some of the more complex things later but marketing first thing you should do here is make sure that you're measuring the total leads and their sources that they're coming from but don't over complicate it enable campaign attribution and leverage that within Salesforce so I'll give a quick demo of that here in just a few minutes but really just make sure in your marketing environment you can see where your leads are coming from are they coming from a trade show are they coming from Adwords or some other source of online advertising you know are you buying lists are you conducting other independent events you know things like that make sure that we're tracking those basic lead sources both at the lead level as well as at the opportunity level and then use a tool called campaign attribution to get a few more details and I see a lot of people struggle with this concept and try and overcomplicate it at first keep it simple you can glean a lot of really good details from what's available in Salesforce by doing simple things and then iterating on that as you go Salesforce is a very scalable environment and it allows you to to grow to an enterprise organization with the same tool if that's where you're starting from the next thing you've heard me talk about this establishing a sales path that common language enforcing it making sure that we're sticking to it there's an adage that says if it doesn't exist in Salesforce it doesn't exist and so you can't learn you can't see you can't measure things if they don't exist in the system is data so don't over complicate it there's a concept of friction whenever you're dealing with something so if you can turn your mind to the last time you had to fill out some sort of form online if the form has 50 fields in it what's the likelihood that you're going to complete that form pretty low if it has two fields in it right then then that that's probably going to be much easier for you to fill out you're probably more likely to complete that form but if that form field has two fields in it your name and your social security number I may not want to give that out and so I've increased the friction even on a you know a small number of fields here so the sales force is the same way right as you're asking for information make sure that there's incredible value make sure that it's value that the that is accessible at that time and appropriate so if you're you're asking for things that the sales team may or may not know or you're asking for too many things at any given time people may just skip filling out that information and switch to you know a spreadsheet or you know some other source of information that's now unstructured and and unreported you know and not worth your time so make sure that you're keeping that path straightforward consistent with with what's appropriate for your business in terms of both the type of data that you're collecting in the quantity and then you know the next thing here is is rely on that I'll demonstrate both paths and collaborative forecasting for you guys here in just a minute but collaborative forecasting is a fantastic tool for sales Mehta salespeople sales managers and executives to sit down and say hey how are we doing we get a consistent set of data it has a consistent meaning and we can start to have those conversations and we can massage those numbers we can we can do lots of things and drill into a lot of detail without having to ask for you know the sales team to sit down and build you know a big spreadsheet for multiple hours out of the week and they can focus on selling and just updating some basic data the other thing here you know we've talked about integrations in number four but we haven't spent a lot of time talking about support and that type of environment but this is where you can use cases in Salesforce you could do an automation that says hey I'm going to close win an opportunity and I'm immediately going to create a case and assign it to a fulfillment person an Account Manager whoever that might be to make sure that that I can track the handoff that they're aware that they're getting an alert and that they're progressing through that type of environment it would look very similar to something that's in the sales path and so we'll take a look at that here in just a moment finally reporting in Salesforce this is a very very powerful tool and it's extremely easy to use there are reports there are dashboards we get lots of really nice graphics and things that we can deal with here and so so in this case right as I'm breaking out the various functions and the capabilities that are going on within the organization I can create dashboards tailored to each of those individuals and so right some of the things that that Salesforce's put out there and this comes directly from a Salesforce blog right six dashboards that that management needs here right what do I want to see I'm gonna see my lead funnel dashboard how is our things coming in from the marketing team and how are those leads progressing to that sales handoff and can I start to predict the return on investment in value based on that how am i stacking up against you know competition and in externally and internally right my tracking details they're my forecast dashboard report my KPIs for various other pieces of functionality you know marketing sales service support whatever those things might be right what are my KPIs and can I see those quickly and consume that information in a matter of seconds instead of having to dig through piles of data individual team dashboards and your sales executive dashboards right being able to see these things at a glance is really really critical okay so I am gonna do a quick demo of five things in Salesforce that we've covered here at this point okay so five things that we're gonna look at campaigns and campaign influencer sales path you know a simple custom report that shows opportunities by lead source and some things there the forecast module and the company performance dashboards some of these these are the simple things things that you could do immediately right now but the first thing that you're seeing here if you've got you know an out-of-the-box instance of Salesforce you can get a lot of value out of what's going on here with the basic assistant you know key deals tasks and follow-up just to keep you organized it's a great environment and it can also you know help you understand hey how am i doing from you know a sales perspective for sales teams but we'll start with the campaign's concept and campaigns can get quite complex but you don't need to make them really any more complex than this to start so created a simple campaign just to track it Google AdWords in this case and what I'm doing is I've added campaign members so the way that campaigns work is I have a campaign that's kind of the placeholder for everything that's going on in this campaign and then I have the members and a lot of people maybe struggle with this it's at the beginning because a lot of times we think about hey I wanna I want to market to a company you know I wanna I want to get engaged with this organization and that's great but when you really think about marketing and the campaigns and things that are happening here it's really at the individual the the person level and so you know if I'm trying to you know do business with Acme right Who am I talkin attack me am i targeting the the president a my targeting VPS a my targeting line-level employees you know what am I trying to accomplish with these campaigns Who am I going after there and you know I can start to build that list of you know people who are going to be engaged or who should be engaged in this particular environment so as you think about campaigns whether you're going to include leads or you know actual contacts people that you're you're hopefully doing business you can combine them into that same environment one kind of quick tip here I you know when I look at the leads object in Salesforce you know basically I I consider that the suspect list right so if you can sit down and look at you know the people that you might want to do business with and you say I suspect this person might want to buy my product or service they're a lead there that's a great place to put that in there it's a catch-all you can add lists you can funnel in all of all sorts of you know potentials into that group but as soon as you talk to somebody and they become a prospect that has both interest and an ability to pay we should be converting those into contacts and accounts and opportunities in Salesforce so that we can really start to engage in that sales process but the idea of a campaign is made up of two parts it is the campaign itself and the campaign members but one of the important things that we want to start to do is we start to apply campaign attributions is we want to start to tie opportunities as well to these campaigns and by doing that right I've said hey I've got a budget of $24,000 I want to drive two million dollars worth of revenue out of this and I've spent $8,000 so far on this particular campaign this campaign is time-bound right it's gonna go from January to December of this year but I want to track hey how many leads and if any of those leads have converted and I can start to determine my conversion ratio and I can start to measure total opportunity value and closed one value based on the campaigns that I'm working here so I can now start to run reports I can start to do calculations on these details and make better decisions and so if I'm running a tradeshow campaign I can start to compare am i spending more money to get less value do I project that I'll be able to get more value out of that as things go based on the time that the in the duration that this campaign has been running so I can start to track some of these stats and and really start to make good decisions when you're starting out it's probably not helpful to start building you know multiple layers of campaigns into like ad groups or individual ad you know uh keywords and things like that keep it simple right aggregate that information into something that you can start to build meaningfully this takes just a few minutes to set up once you're familiar with the concept and now you can track and report against those things top tips here keep campaigns simple but make sure that you're enabling them and make sure that you're making these assumptions right what am I gonna spend how much am i spending what do I expect to get out of that right and then track your your progress towards that now this data is not coming from the marketing team this is this is opportunity data coming from the sales team you know so as soon as the sale seems adding value you know that there's there's something going on with this deal you know usually the sales guys aren't going to waste their time putting deals through that that aren't worth it and so we want to close the feedback loop and this is one of the key ways to do that now how do we keep the sales team honest in that how do we make sure they aren't running stuff all the way through those environments for no reason and that's where we start to get into a common language in this idea of a sales path so I'm gonna go ahead and make a couple of modifications to this this is this top section here is what's called sales path and basically what I can do let me go ahead and mark this so we can see all the words I can see all of my sales stages and ideally each of these sales stages has some sort of process associated with it or a set of expectations that drives that common language and I can collect key bits of data as I go through each phase and can textually change that in this case I'm not asking for any more data but I am giving guidance for success some coaching details for the sales team all right and I can come in here and say okay great it needs analysis I've still got that guidance for some success but I've got a different set of data that I'm trying to get at that point and you can tailor this to your business as you go through whether you're putting next steps or whatever it is so if you ascribe to any of the sales processes that are out there right you can build that guidance for success and the other details into this it takes just a little bit of time to set this up but it takes a little bit a lot more effort to make sure that we're coaching and we're training and we're defining these processes in a meaningful way now there's a couple of underlying pieces of data that are driven off of these sales stages that are that are really important here so I'm gonna go ahead and mark this as a you know in the proposal price quote stage and you'll notice that this member here changed so I've changed my stage and I've changed my probability percentage and it's also categorized this in the back end into a bucket for forecasting which we'll talk about just a second here but in case you missed that we'll switch back sales forces automatically updating these probabilities in these buckets behind the scenes I'm not having to ask the sales team to do that so this is a bit of those reading between the lines environments here only collect the they absolutely need when you need it from the sales team because having too many fields creates friction and then make sure that your process is robust enough to where you know that language is consistent and we can say hey proposal price quote means there's a 75% chance that this is going to get through and we're gonna go ahead and commit this deal to the month within which that we've set that closed date you know something like that again I'm tracking my lead source right at a high level on the opportunity and the reason that I'm doing that is because as a marketer I want to get a better understanding of how each of my lead sources perform over time and with what's happening so here's a fairly simple report that shows my opportunities by lead source and in this case it it's showing that the opposite effect is happening in this organization that my ads for whatever reason are driving a lot more value and at a higher close rate than my word of mouth or my partner referrals or whatever it might be so we might want to investigate that right that's something that we can quickly see and say okay great why is that happening in this case it's just because we have dummy data in the system but you know one of those insights that you might want to look into there but that helps to tie together sales and marketing and that transition that that that silo handoff that's going on there now from that point we wanted to talk a little bit about our forecasts and Salesforce has this great tool called collaborative forecasting that allows me to build a hierarchical view of my sales organization so I can see each individual salesperson I can roll up teams of salespeople to their managers up to executives and so on and so forth and I can slice and dice that information over time so rather than have my sales team build out at you know a big complex report and and having them update that all the time if I simply update my opportunities I get you know that common language hey this is considered pipeline so this is my first two stages in my sales process best case next two mint next to closed is closed one all of that is handled in automation behind the scenes and now I can come in here and I can drill in and say hey I want to talk about you know what why did we close this deal that was supposed to close in and you know July now you know I could look at that or hey tell me about your pipeline for the month of April right and so I can drill into each one of these and I can get everything that falls into those buckets or the whole lot with clicks here and I can make modifications in line to some of these things and I can massage these numbers if for whatever reason I need to and make notes and report on that up or down and then I can also get manager views or I can you know go in and drill down and see the whole team and multiple groups of things like that this is all out of the box it's it's not incredibly hard to set up but it again it all relies on defining that process upfront ahead of timing being very clear with what these things mean and and that takes some effort it takes some effort to make it consistent and to work through that and then the last thing here that I wanted to just jump into really quickly is a company performance dashboard this is just a collection of reports but it's it's great because I can hover over things and I can get more details depending on how I set that up you know I can I can visualize all this information very easily if I click on things I can drill down to the underlying reports and get more details and I can even you know get more details by expanding that in the report so there's a great deal of flexibility great deal of power and access ability through those dashboards so spending some time to define those KPIs and this is an out-of-the-box function everything here that you're seeing this is a plain Jane vanilla really no customization Salesforce org I've just gone in and turned on some features here so if you're watching this and saying hey I need some of these features well they're simple or advanced obviously you know I'm presenting here I'm responsible for the Salesforce team you know I Bailey as a firm has been around for for quite a long time over a hundred years now and you know we're all across the west but we serve clients you know basically anywhere in the world we're happy to help and help you and understand not only hey what can I do in Salesforce how can I you know implement an ERP or an integration you know complex environments whether it's sales and service optimization or you know billing and invoicing and revenue recognition and all those kind of things we have a large team of experts here who are more than happy to help and you know in particular if you guys know of anybody in Mississippi or Maine that needs some of our services here I'd really like to fill in our map but you know we work all across the United States and have a number of global clients here as well let us know if if you have any questions or if you need any assistance with salesforce happy to help and feel free to reach out at any time and we'll get you taken care of