& SALESFORCE DEFINITION OF SALESFORCE TERMS

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1 & SALESFORCE DEFINITION OF SALESFORCE TERMS 1. Definition of Salesforce terms a. Leads, Accounts, Contacts, Opportunities 2. IHS & Salesforce Salesforce help Tip Sheets & Implementation guides **NOTE: Salesforce is best viewed in Google Chrome or Firefox browsers. Please avoid use of Internet Explorer

2 DEFINITION OF SALESFORCE TERMS You will find these terms listed as main navigation tabs across the top of the Salesforce page. Salesforce terms these as objects. Term / Object Used by Definition Leads Marketing Leads are typically the name of a person, the company they work for, their address, phone number, address, etc. IHS has determined that Leads will only be added for marketing purposes. The best metaphor for a Lead is a business card. You typically don t know how interested a Lead is in your product or service; if they are the decision maker; or have a budget or need; etc. Our new website provides the capability of capturing Leads through the Request more info / Request a quote forms situated on each product page. Keeping this in mind, the typical use case for Leads is to go through a quick simple qualification process before converting them into an Account, Contact and (optionally) an Opportunity. Use Leads for qualifying and converting, not selling. Sales should not be concerned with leads

3 Accounts Sales & Marketing Accounts are companies or entities that can be either physical or logical. Company details IHS has determined that Accounts are current clients and potential clients we hope will become customers, partners and/or vendors. Accounts have a company name, address, phone number, etc., and can have a hierarchy with several layers of Parents and Children to support fairly complex organizational structures and reporting requirements. Salesforce provides a set of addresses which can be used for Billing, Shipping, etc. Contacts Sales & Marketing Be consistent in structuring your Accounts, especially when using Parent Accounts. Contacts are the people associated with Accounts that we market to, sell to, support, etc. Person details Each can have an address separate from their Account, as well as a phone number, fax number, etc. Contacts are associated directly with only one Account, but can be Associated with many Accounts using Account Contact Roles. You cannot enter a contact without associating it to an Account name. Opportunities Sales Opportunities represent a transaction between IHS and an Account. Sales details Typically this is a potential sales transaction that would include information about the specific products and/or services one of our sales reps is presenting to a prospective customer. There are several other key pieces of information you need to create an Opportunity, including the Value (Amount) and an

4 estimated Close Date. During the initial stages of an Opportunity, these values can be an estimate. As we are interested in gaining visibility into our potential sales pipeline, all Opportunities must have a Stage. The Opportunity Stage is used to identify and track the various steps an Opportunity travels during the sales process. Example of how these are used. Let s say Jenna, a sales rep for IHS Global Alliance, meets Jason from Red Corp. at a conference. Jason is interested in IHS s Rollaway tables and gives Jenna his business card. Here s how Jenna would proceed: 1. In Salesforce, Jenna does not need to create a lead; the customer is already interested in product. Leads are only for instances when you have no idea of where a person is from or if they are interested in anything at all. 2. Jenna then conducts a search within Salesforce to determine any existing information for Jason (Contacts) and Red Corps (Accounts). If no existing information is available, she will first create an Account for Red Corp, then a Contact for Jason. She will then associate Jason s contact info with the Red Corp Account. 3. Jenna schedules a follow up call with Jason and his boss to confirm their interest in product. 4. At this early stage, she creates an Opportunity with an estimated value amount, a close date, and a progress stage. She also creates a new Contact for Jason s boss and associates it with both the Red Corp Account and current Opportunity. 5. As the deal progresses, she regularly updates the Opportunity information. For example, when Red Corp. decides it needs additional equipment, she updates the projected deal value and opportunity details. 6. Each time she has contact with Red Corp. a meeting, an , a call Jenna creates an activity within the Opportunity so that all communications are documented in a single place. As a result, both Jenna and her boss can always review all interactions to date.

5 IHS & SALESFORCE Salesforce Motto s Look first, create second Always search for an existing record before adding new data. This will prevent duplication of data and ensure data is kept clean. Whenever you see this icon next to a text field click to search first before entering data as it may already exist. Try more than one method of searching by name by location by contact. Do not give in easy presume the information already exists. When in doubt, leave it out The success of using Salesforce relies on the integrity of the data we enter. If you re not sure what to enter, leave it out for now.

6 IHS will import the following data into Salesforce Corporates Imported as Accounts & Contacts Construction Imported as Accounts (note: The creation of an account requires a physical address) Global Hotel database Imported as Accounts & Contacts Quotes Not imported. Quotes will require manual entry (Opportunities) ** At some point you will have to decide when to move a quote into Salesforce. You can continue to log activities into an Opportunity in the meantime. IHS transition into Salesforce Errors You will find errors in the imported data. Please check and update any errors as you come across them during the transition.

7 Record owners have been assigned the following regions in Salesforce AU Evangeline Sanopoulos System Administrator Australia, New Zealand, Pacific Islands Yelena Kot Steve Henderson System Administrator USA Carolyn Gibson The Americas, Canada Eve Mathis Miriam Chacon Guido Murgo HK Helen Ko Asia, Indian Subcontinent Parry Yu Armando Rodriguez Anil Baxani UK

8 Dion Buchbinder Europe, Middle East, Africa James Elkington Julia Jenkins