Blueprint for Success: How Customer Success Teams Use the Salesforce Integration

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by Chuck Stimson
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Overview

The BetterWorks Salesforce integration captures data from Salesforce and automatically updates your milestone's progress. This blueprint provides examples on  how to use the Salesforce integration, as well as tips and tricks to get the most out of the integration. By no means are these the only use cases for the Salesforce integration in BetterWorks: we recommend testing to see how you can make the Salesforce integration work best for you.


Customer Success Examples:

Customer success managers are responsible for a wide variety of customer metrics. Being able to check BetterWorks instead of multiple different Salesforce reports is critical to quickly reviewing information and potentially acting on it.

Percentage of Deployed Licenses

As a software company, one measure of success is how many licenses are actually utilized. In this example, the percentage of deployed licenses that stand as a benchmark for success. Once you determine your benchmark for success, create a milestone similar to the one in the example below:

In this example, we have set our target value to 75%, the Salesforce report we are pulling from clearly outlines what information we need from the report and the summary field explicitly states what we are calculating.

As for what this report looks like in Salesforce, it is very simple. Narrow your results to only show your customers, make sure the report is a summary report and group the results by CSM or user tier.

Once the report is set up, add a formula that calculates Total Activated Users divided by User Tier. See the below example for how to set up this formula:

In this case, you can use all summary levels or the grand summary only, but only the Grand Summary will display in BetterWorks.

Upsells Closed

As part of a company's growth, expanding services with your customer base is a common measure of success. This can be captured via expansions with existing customers. You can measure this over any interval you choose, in this particular example, we are using this quarter as the period.

In the above example, the report and summary field are clearly defined, and the target value is set in dollars. The corresponding report in Salesforce is set up as follows:

Note the date ranges for the Salesforce report only covers this quarter. Make sure the report you create covers the time frame you are looking to cover with your goal. As with the previous report, make sure you use the summary format and set up the report to be grouped by a field of your choice.

If you have any additional questions or concerns, please feel free to reach to reach out to support@betterworks.com.

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