Tom Wongclaims he is the number one fan of Salesforce. He keeps a picture of the Web site on his desktop and a Team Edition football in his car. He sends his wife Salesforce meeting invitations. His friends say he can’t talk about anything else.
Prior to writing the fi rst edition, Tom was vice president in charge of CRM solutions for Theikos, a leading salesforce.com partner. And before then, he held several senior management positions at Gomez, another satisfi ed salesforce.com customer. He is a certifi ed salesforce.com partner and has been involved in over thirty implementations impacting thousand of users.
Tom currently works for salesforce.com as Vice President, Dreamforce, where he gets to travel the world to bring together Salesforce customers, partners, employees, and other fans, to learn about the amazing new Saleforce features popping up to help you be successful with your business. He has an amazing and highly patient wife; a son who is a talented drummer; and a daughter aspiring to be a ballerina. They try not to discuss salesforce.com.
Liz Kaowas an enthusiastic early adopter of the software-as-service (SaaS) model and has been a Salesforce user since 1999. Through the years, she has played both in-house and consultant roles at salesforce.com.
As a salesforce.com consultant and a member of salesforce.com’s Professional Services team, Liz implemented dozens of CRM solutions for companies of all sizes across a variety of industries, including a Salesforce-native purchase requisition system used by salesforce.com’s own Global Marketing division. She developed more than a third of the applications created by salesforce.com for the debut of its AppExchange directory, the fi rst online service for sharing on-demand applications.
Her insights for new administrators are shared with thousands of visitors to salesforce.com’s best practices Web site, successforce.com.
A veteran of the enterprise software industry, Liz lives in San Francisco and has worked at Oracle, NetSuite, and salesforce.com in marketing, product marketing, product management, sales, and professional services. In addition to writing about Salesforce and the AppExchange, she advises non-profi ts and SaaS startups on a variety of product needs. In her spare time, she searches for undiscovered culinary delights, and enjoys the natural surroundings of the Bay Area.
Introduction.
Part I: Salesforce Basics.
Chapter 1: Looking Over Salesforce.
Chapter 2: Navigating Salesforce.
Chapter 3: Personalizing Your System.
Part II: Tracking Sales.
Chapter 4: Managing Accounts.
Chapter 5 : Developing Contacts.
Chapter 6: Managing Activities.
Chapter 7: Sending E-Mail.
Part III: Driving Sales.
Chapter 8: Prospecting Leads.
Chapter 9: Tracking Opportunities.
Chapter 10: Tracking Products and Price Books.
Chapter 11: Managing Your Partners.
Part IV: Optimizing Marketing.
Chapter 12: Driving Demand with Campaigns.
Chapter 13: Building Your Internet Marketing Channel.
Chapter 14: Driving Sales Effectiveness with Document Management.
Chapter 15: Performing Fast and Accurate Support.
Part V: Delivering Excellent Customer Service.
Chapter 16: Managing Your Customer Service Solution.
Chapter 17: Analyzing Data with Reports.
Part VI: Measuring Overall Business Performance.
Chapter 18: Seeing the Big Picture with Dashboards.
Chapter 19: Fine-Tuning the Confi guration.
Part VII: Designing the Salesforce Solution.
Chapter 20: Customizing Salesforce.
Chapter 21: Extending Salesforce Beyond CRM.
Chapter 22: Migrating and Maintaining Your Data.
Part VIII: The Part of Tens.
Chapter 23: Ten Ways to Drive More Productivity.
Chapter 24: Ten Keys to a Successful Implementation.
Index.
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