Salesforce Certified Sales Cloud Consultant Practice Test - Questions Answers, Page 28

Customer Lifetime Value (CLV) is a key metric that helps organizations understand the long-term value of a customer relationship. It emphasizes the importance of customer retention by measuring the total revenue a business can reasonably expect from a single customer account throughout the business relationship. For Universal Containers, focusing on CLV will help sales managers prioritize customer engagement and retention strategies, highlighting the ongoing value of maintaining strong customer relationships over simply acquiring new customers.

Customer Lifetime Value (CLV) in Salesforce

Metrics for Customer Retention

A knowledge transfer is essential to ensure that the Cloud Kicks admin is fully equipped to manage the Sales Cloud implementation post-go-live. This process involves detailed discussions, documentation, and training sessions to cover any gaps in understanding and to ensure the admin can handle day-to-day operations and troubleshoot issues. It also fosters independence and confidence in managing the system.

Knowledge Transfer Best Practices

Salesforce Training and Adoption

The final step in completing a Sales Cloud engagement is to obtain stakeholder sign-off. This formal sign-off ensures that all project deliverables have been met to the satisfaction of the stakeholders and that the implementation is considered complete. It is a crucial step to officially close the project and transition to ongoing support and maintenance.

Project Completion and Sign-Off

Ensuring Project Success

Setting project milestones and establishing key performance indicators (KPIs) is crucial for ensuring successful implementation and adoption of a Sales Cloud project. This approach provides a clear roadmap for the project, helps in tracking progress, ensures accountability, and measures success against defined objectives. Milestones and KPIs guide the project team and stakeholders through the implementation process, ensuring that each phase is completed as planned and that the project's goals are met.

Project Management for Salesforce Implementations

Defining and Measuring KPIs

In Salesforce, when the organization-wide default (OWD) setting for Account is Private, access to child account records does not automatically inherit from parent account access. Therefore, if a sales rep has access to a parent account, they do not automatically get access to the child accounts. Access to child account records needs to be shared manually through sharing rules, role hierarchy, or manually sharing the records.

Understanding Sharing Settings

Account Hierarchies and Sharing

The first step to addressing poor data quality and high volume issues is to create a data management plan and a data quality dashboard. A data management plan outlines the processes and responsibilities for maintaining data quality, including data cleansing and validation procedures. A data quality dashboard provides visibility into data quality issues, helping the team monitor and address them proactively. This approach helps improve data accuracy and enables the sales operations team to produce more reliable and insightful reports, enhancing overall efficiency and adoption.

Data Quality Management

Creating Data Quality Dashboards

The Kanban view in Salesforce is a visual summary of records in a list view. It allows sales teams to manage their opportunity pipeline by providing a column-based layout where each card represents a record. One important consideration when using the Kanban view is that it can summarize records by Currency fields, which is particularly useful for global sales teams dealing with multiple currencies. This feature helps in quickly understanding the distribution and totals of opportunities across different currencies.

Kanban View in Salesforce

Managing Opportunities with Kanban

To monitor and reduce churn effectively, creating a Historical Trending report is recommended. Historical Trending in Salesforce allows you to track changes over time, providing insights into how different factors are affecting churn rates. This type of report helps in understanding trends in customer behavior and the effectiveness of marketing efforts, enabling the VP of sales to make informed decisions to reduce churn.

Historical Trending Reports

Analyzing Data with Historical Trending

When addressing performance measurement needs, it is crucial for a consultant to collaborate closely with the customer to understand their specific requirements. Each organization has unique goals, challenges, and metrics that are important to them. By working closely with the customer, the consultant can tailor the performance measurement criteria and system architecture to meet their specific needs, ensuring the implementation is aligned with the customer's business objectives.

Understanding Customer Requirements

Sales Cloud Implementation Best Practices