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Copyright © 2015 Clarizen@Work. All rights reserved !!

#ClarizenAtWork15 v www.clarizen.com!

Connecting Sales to Delivery: Optimize Services Delivery

with Clarizen’s Salesforce Integration



Featuring:

Alexander Gorman Sr. Professional Services Consultant

Clarizen

Jim Hickey Director of Customer Success

Marketo



Value Proposition


#ClarizenAtWork15

Customer Engagement Lifecycle Example Automate the Handoffs between Sales & Execution

LEAD

CUSTOMER SUPPORT MARKETING

PROFESSIONAL SERVICES SALES

ONBOARDING

SERVICE LEAD

OPP

CLOSE

4


#ClarizenAtWork15

Customer Engagement Lifecycle Example Automate the Handoffs between Sales & Execution

LEAD



ONBOARDING

SERVICE LEAD

OPP

CLOSE

5

INEFFICIENCY

EXTERNAL STAKEHOLDER

DEPARTMENT

Prospect Knowledge Interaction History

•  Concerns •  Risks •  Recommendations

•  Process details •  Documentation •  Customization &

work arounds

•  Lead contacts •  Upsell & cross-sell needs •  Customer experience context •  New buying centers

AGENCIES CONTRACTORS

•  Schedules •  Capacity •  Budgets •  Assets

PROSPECTS •  Forecasting

Sales efficiency

IMPLEMENTERS

CHAMPIONS

•  Decision context

•  Red flags •  Effort

duplication •  Capacity

USERS

•  Training needs •  Complaints •  Innovation opportunities


#ClarizenAtWork15

Customer Engagement Lifecycle Example Automate Data Between Salesforce and Clarizen

LEAD



ONBOARDING

SERVICE LEAD

OPP

CLOSE

6


#ClarizenAtWork15

Customer Engagement Lifecycle Example Automate Data Between Salesforce and Clarizen

LEAD



ONBOARDING

SERVICE LEAD

OPP

CLOSE

7

!   Customers !   Opportunities !   Project Status !   Activities !   Cases !   Discussions


#ClarizenAtWork15 8

Key Benefit Sales Automation

!   Better forecasting capabilities with automatic creation of projects from opportunities

!   Allows professional services and customer success teams to view

their upcoming pipeline, prioritize and make decisions that better impact the business bottom line

!   KPI measurement for success: Resource utilization •  Ensuring that the right people are staffed on the right projects bringing

more projects to successful completion


#ClarizenAtWork15 9

Key Benefit Execution Updates in Sales Tool

!   Real-time updates on project progress directly in Salesforce

!   Account executives have the ability to take action on customer updates and accounting, •  Full visibility into customer revenue recognition stream via milestones/

work packages process and progress

!   KPI measurement for success: Customer satisfaction •  Account executives gain visibility into project execution/onboarding

progress and can react, thereby increasing customer satisfaction


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Key Benefit Real-time Team Collaboration

!   Account executives and execution teams can seamlessly collaborate and react to changes in real-time •  Does not require Dual Licenses!

!   Professional services and customer success teams can instantly alert account executives to new opportunities based on past experiences

!   KPI measurement for success: Increase sales •  Cross system collaboration allows for improved sales operation with the

added value of scoping out new opportunities. •  Internal to Clarizen — CS/PS open Opps for expansion -->drive back to

the AM



Key Benefits Recap

!   Sales automation •  Seamlessly trigger PS projects from Salesforce

!   PS execution updates Sales

•  Reports & Dashboards •  Individual Project Status and Details

!   Real-time collaboration •  SFDC Chatter <-> Clarizen Social



Use Case: Marketo

© 2013 Marketo, Inc. Marketo Proprietary and Confiden:al

Jim Hickey Director, Customer Success [email protected]

•  Joined Marketo in 2009 •  Leads Customer Success Operations •  15+ years in Project & Account Management •  Clarizen customer since 2010 •  Enjoys skiing and West Coast IPAs


Leader in cloud-‐based marke(ng so.ware >3,000 customers in 36 countries >190 ecosystem partners

>40,000 Marke:ng Na:on community members

>700 employees in U.S., Europe, Australia, Japan, Israel

Marketo Fast Facts

(MKTO)


Customer Success Operations

Customer Success Operations

Support

Professional Services

Education

Account Management

Optimize delivery of services and training through better process, systems and tools: •  Promote visibility across business lines •  Alignment of processes and tools •  Empower & train workforce

•  People •  Process •  Tools


Marketo Professional Services & Education

Enterprise PS

Corporate PS

Education

•  900+ active “Launch Packs” •  90 days (10-40 hours) •  1 Marketo Consultant to Customer team •  Virtual/Onsite •  Packaged/Repeatable

•  50+ projects •  Custom Project(s) •  Global Deployments •  6 months to 1 year •  Complex & Strategic •  5-10 Consultants •  Onsite

•  Private/Group •  Classroom/Virtual •  10+ trainers

•  Staffing/Coordination •  Delivery •  Invoicing •  Revenue Reporting


Clarizen-SFDC Key Benefits

•  Sales Order Integra:on with projects •  Onboarding & adop:on visibility •  Forecas:ng/Staffing •  Opera:ons & PorWolio Management •  Customer Reten:on Strong CRM-PSA Integration is vital for Marketo!


Sales Order to Project

SFDC Opportunity •  Customer/Deal Info

Launch Pack

Custom SOW

Subscriptions

Services Packages

Education Courses

Support

Pro

duct

s

Clarizen Master Project •  Customer/Deal Info

Launch Pack

Custom SOW

Service Package

Education Courses

Sub-P

rojects

5 to 10 products per Sales Order

•  Project Manager •  Expirations •  Delivery Rules

Account Executive Project Manager(s)


Reporting/Visibility


Collaboration •  Success & Sales Collabora:on

Update from Sales to PS

PS Update to Sales, Support and Success


Customer Retention

Gainsight Score Card

Project Health from Clarizen


Visibility


Future

•  Clarizen Intacct Integra:on •  Clarizen-‐SFDC Integra:on V3

•  Products •  Cha^er integra:on

•  Advanced Repor:ng with Tableau •  Forecast Staffing



Demonstration



Clarizen Integration Tab

!  Authenticate connect Salesforce to your Clarizen organization

!  Choose Sync Times

determine when SFDC and Clarizen sync !  Object Mappings

determine how existing Salesforce records sync with Clarizen !  Object Events (aka Triggers)

set the criteria to create new items



Under the Hood – Event PT I



Under the Hood – Event PT II



Under the Hood – Event PT III



Additional Help: Help.clarizen.com SFDC Integration Installation Guide Trigger & Mappings Guide

connecting sales to delivery - clarizenmkt.clarizen.com/rs/clarizen/images/final... ·...

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