Territory Management Made Simple

colorfuleggnogSoftware and s/w Development

Feb 17, 2014 (3 years and 5 months ago)

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Territory Management Made Simple

Tom Urban


Array Networks

Brad Mattick and Josh Aranoff


salesforce.com

2

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3

Agenda


Territory Management
Overview



Implementing Territory
Management



Customer Case Study



TM roadmap


Brad Mattick

Salesforce.com

Josh Aranoff

Salesforce.com

Tom Urban

Array Networks

Brad Mattick

Salesforce.com

4

Brad Mattick

Senior Product Line Manager

Salesforce.com

bmattick@salesforce.com

5

Territory Management Defined

Maintain



Territory goals



Territory strategy



Analyze data



What
-
if scenarios



Normalize potential



Mass reorganizations


Model hierarchy(ies)


Assign accounts


Assign people


Add, move, delete sales
reps


Add, move, delete sales
accounts


Add, change, remove
territories


Support hold
-
outs/forecast
exceptions


Report on exceptions

Reorganization

Model

&

Assign

Plan

&

Align

6

Territory Management Defined

Maintain



Territory goals



Territory strategy



Analyze data



What
-
if scenarios



Normalize potential



Mass reorganizations


Model hierarchy(ies)


Assign accounts


Assign people


Add, move, delete sales
reps


Add, move, delete sales
accounts


Add, change, remove
territories


Support hold
-
outs/forecast
exceptions



Report on exceptions

Reorganization

Model

&

Assign

Plan

&

Align

7

Key Capabilities

Territory hierarchy



administrators
set up a territory hierarchy for the
entire sales organization


Territory driven access


sales reps
and overlays have access to data
based on territory assignment


Rules
-
based assignment


records
are assigned to territories based on
flexible rules


Seamless transfers and hold
-
outs



transferred reps can continue to
work on opportunities in their old
territory for a pre
-
determined
amount of time


Forecast by territory


sales
managers forecast opportunities by
territory hierarchy with advanced
options for overrides and
customization


1

2

3

4

5

8

Josh Aranoff

Consulting

Salesforce.com

jaranoff@salesforce.com

9

Before you begin


Know your goals


What are you trying to accomplish?


Understand your go
-
to
-
market structure


How do your people attack the map?


Clean your data


If the data’s not tight the rules won’t write!

10

Understand the Capabilities



Use inheriting rules whenever possible



Rules should be restrictive as possible



Looking at less data returns faster results



If using Zip Codes define ranges (if possible) instead
of lists



Consider custom indexes on Account fields used in
rules



Rules vs. Manual Account Assignment (via API)



Opportunity territory assignment is slower that account
assignment



Record owner vs. Territory Owners



Having all records owned by an admin user and with
access granted via territories



Role Hierarchy vs. Territory Hierarchy



This can address two way manager reporting



Admins will have to support two hierarchies



Single vs. Multi Branch Territory Hierarchy




Sample Task List


Training


Get help


Successforce.com


Deployment guide


Salesforce.com
services

11

While you implement

What to review in salesforce.com:



Reports


Folders


Views


Queues


Sharing Rules


Groups


Dashboards


Case Visibility


Lead Visibility


Account Visibility


Opportunity Visibility

Does ‘it’ need to be:


Updated?


Deleted?


Newly Created?


Remain as is?

12

Before You Go Live

Test everything…


What Should Our Analysis Cover?


Mind the ‘Gaps’


What is identified the solution?


What records are impacted?


How are end users impacted?


13

Tom Urban

Director of Sales Operations

Array Networks

Turban@arraynetworks.net

14

Background
-

Who We Are


Company overview


Array Networks Builds Internet Appliances That Provide


Secure Remote Access (SSL
-
VPN)


Server Load Balancers With SSL Acceleration


99% Of Worldwide Sales Are Through Distribution/Reseller
Channels


Small/Medium “Value
-
Oriented” to “Performance
-
Focused”
Large/Enterprise Customers



How we ‘roll’


SMB Deals Driven by Channel Rep & Inside Rep


Enterprise Deals Driven by Regional Director & Field Engineer


Fewer Layers Of Management = More People Selling

15

Alignment


Team alignment


Regional Director


Channel Manager


Inside Sales


Roving Field Engineers



Territory coverage


Most Territories are Geographic


Named accounts transcend geographic rules


Government Accounts transcend geographic rules


Systems Engineers Cover the Region


not the territory


Channel

Synergy

Team

Regional

Director

Inside

Sales

Systems

Engineer

Channel

Manager

16

Key Business Issues


All Accounts were ‘Owned’ by the Regional Director


No way to granularly share accounts by properties


Opportunities were ‘Owned’ by the “Driver”


Because ownership was not always clearly defined, more
emailing/ conference calls, etc. were required before the ‘big
call’



Role hierarchy and sharing challenges


One role per user vs. too much visibility


Because there were no exact overlays, sharing rules provided
more visibility than required by each role




17

Key Business Issues (cont)


Forecasting Challenges


Couldn’t aggregate forecast by territory, had to break
out quota by team member or give all quota to one
member


Potential for double counting or duplicate
opportunities


Forecast calls were driven by the Regional Director


who would point out the driver during the call


Had to use Activities, etc. to see who was driving the
business


18

Goals


Drive Individual Accountability towards a Team
Quota


Field Directors Run Point on Big Deals


Fulfilled via key channel partners


Channel Managers Run Point on Medium Deals


Inside Reps Run Small Deals/Service Renewals/
Add
-
ons


Each Salesperson’s Efforts Count Towards a Team
Goal



Defined by VP of Worldwide


For Executive Team/ BOD


For Individual Accountability



19

Implementation


Elevated RD /
flattened team
out


Used account
record types
and territory
business rules
for named
accounts &
government
accounts

Used Sandbox

Went Live

Kicked off with

Salesforce.com Services


VP Had A
“Damn The
Torpedoes”
Attitude


Sandbox
Showed How
Incomplete Our
Data Was


Forced New
Behavior From
Sales Team


Spent A Day At
salesforce.com


Ongoing advisory
role


Subject matter
expertise

20

Array Networks Territories

Territories

Reports To

WORLDWIDE




AMER

WORLDWIDE


AMER
-

North Central

AMER


AMER
-

Northeast

AMER


AMER
-

Northwest

AMER


AMER
-

South Central

AMER


AMER
-

Southeast

AMER


AMER
-

Southwest

AMER


AMER
-
Government

AMER


APAC

WORLDWIDE


APAC
-

Asia

APAC


APAC
-

Japan

APAC


APAC
-

Middle East

APAC


APAC
-

Pacific

APAC


CHNA

WORLDWIDE


EMEA

WORLDWIDE


EMEA
-

Northern Europe

EMEA


EMEA
-

Southern Europe/Africa

EMEA

21

Post Go
-
Live


Maintenance
-

How


Maintained through Assignment Rule Changes


Territories are cut by Account Record Type, Country,
and State



Maintenance


How Often


Coffee Breaks, Boring Meetings, Airports…



22

Conclusions


Data Needed Clean Up


Web
-
to
-
lead Forms Needed
Drop
-
Downs for
States/Countries


Sales Teams Needed To
Enter Clean Address
Information Or Manually
Complete Territory Field




For Something This
Powerful/Flexible, Get A
Sandbox Account


Once Logic Is Understood,
Very Impressive


Accountability was Taken to a
New Level


Top Salespeople Embraced It!


Better Collaboration Meant
Better Productivity

Challenges

Results

23

Brad Mattick

Senior Product Line Manager

Salesforce.com

bmattick@salesforce.com

24

Roadmap


25

Unlimited Customer Modeling

Unlimited sharing



Criteria based



Account hierarchy

Enterprise
-
class customer modeling and security controls

Territory Management



Lead assignment



Mass zip code assignment



Custom object assignment

26

Brad Mattick

Senior Product Line Manager

Josh Aranoff

Consulting

QUESTION & ANSWER
SESSION

Director of Sales Operations

Tom Urban