Building Quality Customer Relationships With Salesforce | Natasha D. Lane | Skillshare

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Building Quality Customer Relationships With Salesforce

teacher avatar Natasha D. Lane, Passion & Quality Equal Success

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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

5 Lessons (1h 11m)
    • 1. Intro-Quality Customer Relationships

      1:20
    • 2. Salesforce Practical Pt 1

      14:02
    • 3. Salesforce Practical Pt 2

      20:04
    • 4. Building & Maintaining Relationships

      20:04
    • 5. Bonus Content

      15:15
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About This Class

Welcome to Building Quality Customer Relationships Using Salesforce! During this course, you'll learn some Salesforce basics and how they can be applied to your organization to build and maintain stronger customer relationships.

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Meet Your Teacher

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Natasha D. Lane

Passion & Quality Equal Success

Teacher

Hi, my name's Natasha!

I  began my career in content development freelancing in college. While initially acting as an additional source of revenue to a limited college income, I would later realize my passion for writing, creative thought, and Type A personality were key ingredients in my future career.

Since typing away in my college dorm, I have developed skills in content development and project management. From working as a U.S. correspondent for Via. News to managing online fundraisers consisting of organizations from around the world, I have continued seeking out opportunities to develop my skill set.

Currently, I enjoy working in the nonprofit sector. I'm expanding my coding skills and plan to p... See full profile

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Transcripts

1. Intro-Quality Customer Relationships: Hello everyone. Welcome to my course, building quality customer relationships using Salesforce. I'm your instructor and Natasha ln. If you're wondering why I'm teaching this course. Well, I've worked with a non-profit sector for several years where Salesforce is often the go to tool for customer relationship management. Though non-profits are more concerned about their impact in less about their bottom line. And we all need to keep our clients and donors happy. We want these people to trust us, trust our services and products. And that's what we're going to learn today. Here's a breakdown of our objective and agenda. For this course, we're going to develop a basic understanding of Salesforce and how these features can be applied to build and sustain quality customer relationships. Both start this course by going through a few basic skills and Salesforce. These basic skills will include creating and editing campaigns, contacts, reports, opportunities in task. If you don't know what those things are, No worries. We'll define them as we go. After we finished the Salesforce practical portion will return to our presentation here and go through some tips around building then maintaining relationships with customers. Please note, we'll be using the words client and donors somewhat interchangeably to take into account both the four and non-profit sectors. All of that said, let's begin. 2. Salesforce Practical Pt 1: This is our sales force dashboard. It's kind of a catchall for when you log in to Salesforce. So you can see the immediate activities, events are tasks that are upcoming or due that day. But right now we're not going to focus on the dashboard. We're going to talk about contexts, opportunities, task in campaigns, and how best to important data into these areas. Let's start with contacts. So as you can see here, once you log in, you'll be taken to your dashboard. And at the top there, the navigation bar. By clicking on contacts, were given a list of our most recently viewed contacts there and you have nine here. But just to show you an example, we're going to create a new contact. Imagine that we found a new client. We would go from contacts. You will click new. And a box like this would appear. As we go through and create opportunities, campaigns, and task, you'll see similar boxes appear as well. The areas that have the red asterisk next to them are required. But there are also a lot of slots in these boxes where information can be inputted, but it may not be necessary. For example, the description section. Depending on your organization, you may use this section very frequently, or you may opt out. You may opt out and decide not to use it. Most people really like using the basics such as name, birth date, which I will reference later. And I think it's very important for good client relationships. As well as contact information like email, what their preferred email, work email, and various ways to contact them via phone, whatever. Whichever information you decide to enter into the contacts account is up to you. But just make sure that if you're if you're entering is something that you're actually use, oil will be useful for someone in your organization down the line. Ok, let's enter some information here. So we have a new client, let's say a Mr. Henry Ford has happening there. So we have the firstName, lastName. And we can say he was born June first of 1980. And then if we felt necessary, we could actually put in his, if his email such as Henry at example.com and his mobile phone, which we could put ads 1112223333. And then we would select mobile as his preferred phone and personal as the preferred email. If you are an eBay's business, you may not feel the need to put any physical addresses, so we'll skip that for now though the basis of the information we need to just start a new contact. After we're done, we will simply hit save. And now we have a new contact, Mr. Henry Ford. And yeah, we have a new profile within. Scrolling through his profile, you'll be able to see things like other relationships, relationships he may have with other clients or how long he's been with our organization. You also may be able to see what company he works for, how he's an end interacting with our company and things like that. When a client is first introduced him urbanization, as you build up information on this client, you want to save it into Salesforce so that you can better learn how to connect with them. I want to briefly show you all the layout of a contact page. This layout can be tailored to specific organizations or specific purpose, specific purposes, but this is a default that MPS Salesforce in PSP, salesforce had given us. At the top we have some basic information. Name put households heat associated with he's alive, of course, we're gonna imagine he, the latter. We're not going to click on deceased here on the do not contact option here is for clients or customers who have specifically said that they no longer want to be contacted by your organization or that they're no longer interested in the business. This can prevent a lot of awkward situations such as if you worked for a call center, for example, where someone's on your do not contact or do not call list, but you don't realize it alter scrolling down. We know that he has a preferred mobile in a preferred email, so we know the best way to contact them via email as well as via phone. Personally, I believe that best practices practices always to go with the preferred method of contact. So if he prefers his personal email for like newsletter for newsletters or special deals and things like that uses personal email. The same goes for it at the same goes for the mobile. However, in situations where they may need to be contact about something serious with their account or a very important new opportunity, I would then defaults you other means of contexts. That's as their work phone, their home phone, which they're not as likely to answer, and they wouldn't prefer you to contact the contact them that way, but can be used again as backups. And of course, there is the Do Not Call, which I've mentioned above. If you're an online business or organization, you may not really need the physical address, particularly if you don't plan on sending out a lot of physical mail. The company where I where I currently work as a bit more old school Few things. And so they sent out a lot of mail blasts as you could call them, not email blast but myoblasts. So when we have our annual gala, they send out a lot of invitations. They sent out a lot of end-of-year donation requests. It is all through all through paper mail. This isn't for everyone, but that's just what we do. We prefer to collect the physical addresses enough into physical addresses of our declines and donors. I will say that when getting to know a client or getting them to know your organization, if somehow through a conversation or by directly asking, they mentioned that they prefer email over physical mail or vice versa. Make sure to note that somewhere on the contact page, preferably the description. And let the end. That way anyone who comes after you will be able to know that the best way to contact them is not through physical mail or the best way to content that is not through email. Knowing small details like that, your client's preferences, their likes and dislikes, things like that, make for a better relationship, make for an overall better. Company, client relationship and it relationships like that there are already strong or better to maintain in the long, long run, or nine, necessarily better, but actually easier to maintain in the long run. So we can talk about donation information, obviously for henry right now, we only have a pledge to initiate slip, so he hasn't actually given anything. And we lastly, we have the membership information. So if we had a special group of donors are biggest donors or a special group of clients. We could create a membership for them where they received special gifts on social deals and things like that. As you can see, Salesforce off offers a lot opportunities for a lot information to be saved about one individual client as well as groups of clients in different marketing initiatives. This is all information or you're going to really need to best track Marsha marketing campaigns to best track don't acquisition, client acquisition and their growth in relationship with the company. One area I want to point out, let me scroll up here, is relationships. Relationships are really good because they can show you how your clients are connected. You must have your clients live in the same neighborhood. Do most of your kids work at the same company? If so, you can use that knowledge to better how to better help your organization in your calls. Let's explore. Currently we don't have any relationships, but we do have, we do have Henry Ford's, let's create a relationship for m. You can say new Henry Ford. Let's say he's connected to Lindsay George, and their connection is current. We can say Lindsay and Henry are coworkers. Or actually it was a their friends. And then we can go ahead and save. But this is great news because now that we know the Henry and Lindsey are friends, we can use that information to try to better integrate Henry, Henry into our mutation. Maybe Lindsay has been with our company longer, maybe five years where Henry is only still within his first six months. But now they both have the connection with us in common. So if we invite Lindsay to our year-end event, our urine gala, or a big thank you for our biggest donors or a biggest clients. We can also ask between extend an invitation to Henry Ford. People are more willing to accept recommendations, referrals from trusted sources, trusted sources, the securely meaning friends, family, or someone they consider in expert but reliable friends and family is a great way to expand your donor or client network. That personal touch is something that even an expert and it may not be able to give it as Henry Ford become more accustomed and more comfortable and familiar with our organization, he then can invite a friend or family member, or a family member or another coworker. And that network will continue to expand and grow. A campaign as defined by Salesforce, is a marketing program that connects marketing initiatives with leads and opportunities in the business. It's a great way to track and manage these opportunities and initiatives. As you can see here, we got to the campaign section. By looking at the navigation bar and clicking on campaigns, here we have a list of our most recently viewed campaigns. You can see that our company has a 2020 individual giving campaign, a 20-20 indivi or campaign that is planned because obviously 20-20 has not come, is not anywhere close to being over yet. And we also have a 20-20 membership, membership program campaign. This could be something for our biggest givers are major, are major givers or four ends on the for-profit side, between 20 membership program could be something for the clients. We're trying to take it to the next level. The clients who are in our especially in our special program where they get special deals or VIP access. To live another campaign where for getting, let's create it. You're going to go over here and click New. Just like in the contact section, you're going to have a lot of boxes that appear, some of which you may some of which you may be required to fill in, others that you may not be required to fill in. But every campaign is going to need a name. A great time for both non-profit and for-profit businesses is during the holidays. So we could say funny 20 Holiday Giving. And under type which you don't really have to click on, but it's not required that you can you could select a referral program. Let's imagine that our 20-20 holiday giving is an efforts you get are very loyal, client-based to refer their friends and family to us. Maybe we're offering a special holidays, holiday celebration or a holiday deal since his Our Holiday Giving Program and it's still very is much to summer right now. We will leave the status as planned. And we could mark the start date, including planning as, let's say, October first and ending at the end of the year. If there are any extra details, we can also place them in the description section because the campaign is not active at this moment, we're want to leave it unchecked. Then we can also put in additional information with our expected response. Do we expect a 75% response from the kinds that react, reach out to what's their budget do we have for this campaign? Will we be giving out flyers? We'll be doing social media ads, will be doing Google Ads, things like that. And what revenue do we actually expect to generate from the, generate from the campaign? Once you fill in that sort of information. And we can just fill it in very as we want here. We can say the budget is $10 thousand. We're expecting to get 100 thousand. And as a campaign goes on it, we can update and edit the information as necessary. Once that all is done, we can go ahead and turn the 20-20 Holiday Giving Campaign and to creation. And as you can see, we've created our first campaign similar to cut the contact section when we create the Henry Ford account. You can also look up here at the list, empty related list, quick links to quickly scroll through the page. If you click under opportunities, that's where you would find information about donations or payments that have been made under this campaign is also a note section. Any campaign members, for example, if Henry's, if Henry Ford gave to us during our 20-20 holiday giving, he wouldn't be a campaign McCain campaign member, sorry, under this campaign. Now that we've covered campaigns, let's actually go look at opportunities. 3. Salesforce Practical Pt 2: According to sales for its opportunities are deals and progress. Opportunity Record records track detailed about bills including which accounts for their, for who the players are, and the amount of potential sales. As you can see, we already have some opportunities listed here. We have madly Lewis who gave under our 20-20 individual campaign, she gave them out with $50. But how about creating a new opportunity for our contact Henry Ford? First we would click new. Then we would have to decide what record type we would like to use. As you can see, there are a variety of different record types. Now, we're mom reminding you that I'm using the MPI SP format or form of Salesforce, which is care towards non-profits. But when I'm teaching here and the thing that we wanted to describe can also be used in the for profit sector as well. And sad donation or a grant, you may just have loan installment payments, things like that. For the sake of this example, let's go ahead with donation. Alright, so now we have our new opportunity donation page open. We would name this opportunity after the campaign that we expect the opportunity to be in. So we're going to focus on our new create, newly created campaign, the 20-20 holiday giving. Therefore, we can name our opportunity 20-20 holiday giving. Food, say Ford Henry. Of course we know that David Henry Ford, but what we would do a last name, first name basis. From there, we will go on and select the account. Again. We just looked at Ford and select Ford household. Wondered about households. They're actually supposed to be used for actually fractural families or households. For example, if you have two clients who are a wife and husband and he live under the same house or a parent and a child who were both clients are donors of yours. They would all go under the same household. So in the future, if Henry Ford's daughter, Jane forward, decides to also get to our organization, she would be placed under the Ford household. Now, let's look the campaign. We already know it's going to be our 20-20 Holiday Giving. Let's say that Henry Ford, despite it being summer now, has agreed to give me a $100 towards this campaign because he's agreed to and hadn't actually given the amount. We need to make sure that the stage we select is pledged. As you can see, when we select the stages, plaid, there's a 50% probability that's automatically given to determine how likely it is that will actually get this a $100 looking under pledged again, you can see that there is withdrawn posted, close one, closed loft and prospecting. Again with your sales force, developer and administrative working together. As well as getting feedback from the south, you can really detail out the individual stages, the different types of record types under opportunities to fit your organization. You can tailor them to fit your organization. But by default, this is what Salesforce is giving us. Close one would just be an opportunity that was one closed law through this MY opportunity that wasn't one. It didn't, it didn't come into anything. And if for whatever reason Henry Ford wanted to withdraw his pledge, that would go under withdrawn prospecting, of course, which is heavily used in the non-profit world, is if it's a client or adult or a donor, whichever language you prefer that we're pursuing to be more of a friggin donor or to kind of offer us to acquire as a long-term given. Then we select close date. So let's say we're hoping to get it because it's the holidays. Right. So we're gonna say the close date will be December 31st. From there, you have the option to fill in other information, but again, you don't have to. Once you get the money, you can fill in. Once you get the money, you could fill it in like if they haven't unary or they gave they gave them money and honor, someone or an ANOVA, particular cod or something like that, you could fill in all the information here. But for now, I think we have enough and so we're going to hit Save. And while we have a new opportunity under our newly created contact, Henry Ford, this is showing the Henry Ford has pledged to give under our 20-20 Holiday Giving Campaign. Lastly, we're gonna look at task and see how we can make toward that before and after the 20-20 Holiday Giving campaign comes to an end. We maintain in bill that we build and maintain a relationship with Henry Ford. Let's click on task. Tasks are exactly what they're described to be. There things on your to-do lists, activities or events that must be completed by a certain due date ed made with the help of certain team members. When you click on task, you'll see to the left here there the Recently Viewed sidebar, which tells us which tasks we recently looking at, looking at. If we click the arrow here, we'll see open Task. Open tasking, tasks that are not completed yet there waiting for someone to finish them up. We also have tests are overdue. Tasks that have been delegated mean given to another team member who must have an account on sales force for you to actually delegate them with task in tasks that are due today or tests that are recurring. As you can see under open task, we have things like sin a birthday letter to QA Sales, who's a client who has a birthday coming up the 23rd of this month and we want to make sure he feels appreciated. So therefore, we make sure sin sin to Berkeley letter is a task in our sales was the cat Salesforce account. We also have Ronald Lee from the li household. We're trying to game a bit more of an organization in a, more of a steady client with less salt. We're gonna call call randomly on August 20th, 2020. At the latest and make sure to give them a good sales pitch about why he shouldn't really invest in our company or why should really get to our non-profit. You can also click here to market has, is complete when it's done or if a task isn't complete, you can scroll over, click the down arrow, and hit Change status. Now, for my job, for example, we have different sizes such as complete and progress, waiting on someone you on someone else, and deferred or declined. Again, it depends on how independent organization, how you want to tailor in which language will best fit to your customers as well, and more importantly to your staff. Now, let's actually create a task. We will click under task care, create new task. And in this case, if I'm the only person on the Salesforce Salesforce account, I'm the only person that the tasks can be assigned to you. Of course, you'll have different people on your team so you can assign it to you, Beth Suzanne jQuery or whoever or whoever you feel is right? It could be something along the lines of row one to send a letter, set the due date, the end of this month. And what account is it going to be connected to you? Let's say Henry Ford. Let's say that we want to send him a letter about a meeting for our upcoming for our upcoming clients, the donors I have that we believe we can actually turn into advocates or the clients who have been lowered to us for a while. We want to send them a letter, maybe an invitation. Okay. And then we would say the Ford household. Scroll down here. Not started. We'll leave it, we will leave it as that. And then you can select the priority with most of the time it's going to be normal. But do you have like a hat? If it's a high risk business, are you really need to get it done? You could obviously market is high. Then we would just bend the comments section, something very general like invitation. You think you donor gala. Then once we're done, we go ahead and we hit save. And voila, we have created our first task. You can always come here to look at the path that you have, upcoming path, a trip completed, or like a task that you may have given to other sacrament staff members and see how they're doing on it. Now I'm gonna show you how to run a report on Salesforce. Reports are a great way to gather all your data together for analysis that can inform marketing strategies. In other organizational strategies. The start, locate reports at the top of your navigation bar. As you can see. To the left here, you can filter reports by those created by you, reports that have been marked private and a public reports. Please note that once the report is marked as private, it can not be reverted to public. Would click on new report. As you can see, there are a lot of report types. However, on the left here we have some additional options. The option we select on the left. Opportunities, accounts and contacts, customer support reports, and others would atonement what, which record types are available to the right. For example, if I click on campaigns, the record type options have changed. And if I click on accounts and contacts, the record type options changed again. Making the correct selection on the left is very, very important. Selecting the correct date option on the left here is very important because it determines the report types that will be available to you. And the report Type we select will determine which information we can draw from our database. For example, under opportunities. If I were to click on opportunities and then slept opportunities with contact roles that may limit the information I can pull about campaigns. So if I want it to look at opportunities with contact Road, as I said, as it says here, I may be able to pull up the different contacts in the roles they played and the opportunity to be donation or the payment. But I may not be able to pull information about which campaign they were in. Were they in the end of your campaign was at a holiday campaign, that information may not be available based on the report type that I select. Now let's run a report. We've created a few campaigns, so let's do a report based on that. And we'll select campaigns with contacts. We know we have several contexts including lindsey, George, and Henry forward are to liaise contexts that too late contexts are accompanied. So we select the campaigns, then the report type campaigns with contacts. And then we hit Continue. You'll see on this new screen that we have options about what will and will not show in the final report. In the columns option, we can show campaign name, first name, and last name that offers you the first name and last name of the contact and the camp in the campaign name is obviously the name of the campaign. If you want to get rid of either any of these columns, you could always click the X to remove them. But we can also add columns, such as campaigns that is above, above columns. We have rows. As you can see here, we have several options as well. We could group are information by campaign ID, start date, end date, or campaign campaign status. Again, considering that we've already put select the campaign size four coulombs, we don't really need to, you don't really need to select it for the row grouping. Let's see what happens if we just run it with the columns. So it's showing us our 20-20 membership campaign and is saying that sales, one of our clients is the only individual in this campaign, but we know that we have other other campaigns. Let's see if we can do the fix this. Go to Edit. And let's take a look at filters. Right now we're only requesting that it shows us active campaigns. What if we select all campaigns? Hit apply, and then run again. Now it's showing us the campaigns that have not been marked as active. And as you can see, our latest client, Henry Ford, is in the 20-20 Holiday Giving Campaign as well in the Hailey is in our 20-20 rear campaign. Let's go back and edit again. One note about reports. When you hit Run, run only pulls the data. It does not save a report. If you want to save report, you can hit Save or Save and run. And of course, you can always undo anything, anything that you do in the report and you can close it if you're just done with it. Now that we have our campaign data in our context, in our contact data for each campaign. Let's see how we can group this information. Now remember, we're only working with campaigns that have contacts with them. So any other, any other campaigns that are created if we don't put contexts, contacts in them, AKA if we don't add clients so that campaign, it won't pull in the report. This is why slept the report type is very important if we want to pull up all campaigns, even though they did not have clients or contexts in them, we would have to go back and start an entirely new reports. That would only be the campaign report and not the campaigns with contacts report. Let's try let's try grouping some information and then I can go back and show you guys the difference between the report types. Again, let's group by campaign type from the report. And as you can see, we now have group the different campaigns by their, by their different types. So we have referral program campaign, a direct mail, and one that we put as other. This is a great way to categorize information for better and clearer analysis. All right, now that we've done that, let's go ahead and save our report. And Keith, when you later, we'll hit Save. And of course, if we were trying to download it to our computer for others to see, we would hit export right now where it's going to hit save. And we can name it. I'll just say it has been implemented. Contact Report, roll down. And we will put it in the public folder. Then hit save a fun tip out. So its force, if you don't hit that nice navy blue save button, everything you've done will not be saved. It does not have, does not have any auto saves. So make sure that you click that nice navy blue Save button anytime you use something in Salesforce. Let's go back to our ports again. Alright, and you can see the latest report test campaigns would contact support is appearing again. Now let's go back into reports so I can show you how to run another one. Here, what we did last time, new report. Let's go to campaigns. And this time the sub campaigns with contacts. We'll just, we'll just select overall campaigns. Continue my active campaigns. In the filter section, we're gonna change that to all campaigns. Apply. All we have here is a campaign name. Let's also add campaign type as a column. Now let's run. And voila, because we did not select campaigns with contacts as the report type. That default filter was not already in place in now we're just pulling campaigns, whether they have contacts are not into our reports. Let's go ahead and save this report. Hess. Oops. That's repairing report. But folder. Make it public. Owner. And the big navy blue save. Let's go through our ports. And once again, we have both reports here. That's campaign reports and our test campaign with contacts report. As you can see here. We only as you can see under our test campaigns with contacts report, we only have three campaigns. And again, that's because the campaigns of contacts report already comes in with a default filters. That filter is that it will only pull information from campaigns that have a contact in them. Contacts, again, are essentially clients or customers. Let's go back and look at the other important one more time. So we're leaving test campaigns of a contact or a loan to be just the just the test campaign report. And as you can see, as for campaigns listed here, and it has four versus a three because the test campaign campaigns report does not come with the default filter of pulling data only from campaigns that actually have contacts and dump. It pulls data from all campaigns, whether they have contacts, BK clients like customers or not. So that's some quick information about inputting data into salesforce, how you shouldn't put the data and what your data options are going to be very critical for you, for you and your business to plan strategies and go on and succeed. The remainder of this course we'll be taking what we've learned so far about Sarah source and using that knowledge to determine how we can create high-quality customer service in our organization. 4. Building & Maintaining Relationships : According to sales for its opportunities are deals and progress. Opportunity Record records track detailed about bills including which accounts for their, for who the players are, and the amount of potential sales. As you can see, we already have some opportunities listed here. We have madly Lewis who gave under our 20-20 individual campaign, she gave them out with $50. But how about creating a new opportunity for our contact Henry Ford? First we would click new. Then we would have to decide what record type we would like to use. As you can see, there are a variety of different record types. Now, we're mom reminding you that I'm using the MPI SP, format or form of Salesforce, which is here towards non-profits. But when I'm teaching here and the thing that we wanted to describe can also be used in the for profit sector as well. And sad donation or a grant, you may just have loan installment payments, things like that. For the sake of this example, let's go ahead with donation. Alright, so now we have our new opportunity donation page open. We would name this opportunity after the campaign that we expect the opportunity to be in. So we're going to focus on our new create, newly created campaign, the 20-20 holiday giving. Therefore, we can name our opportunity 20-20 holiday giving. Food, say Ford Henry. Of course we know that David Henry Ford, but what we would do a last name, first name basis. From there, we will go on and select the account. Again. We just looked at Ford and select Ford household. Wondered about households. They're actually supposed to be used for actually fractural families or households. For example, if you have two clients who are a wife and husband and he live under the same house or a parent and a child who were both clients are donors of yours. They would all go under the same household. So in the future, if Henry Ford's daughter, Jane forward, decides to also get to our organization, she would be placed under the Ford household. Now, let's look the campaign. We already know it's going to be our 20-20 Holiday Giving. Let's say that Henry Ford, despite it being summer now, has agreed to give me a $100 towards this campaign because he's agreed to and hadn't actually given the amount. We need to make sure that the stage we select is pledged. As you can see, when we select the stages, plaid, there's a 50% probability that's automatically given to determine how likely it is that will actually get this a $100 looking under pledged again, you can see that there is withdrawn post-it, close one, close loft and prospecting. Again with your sales force, developer and administrative working together. As well as getting feedback from the south, you can really detail out the individual stages, the different types of record types under opportunities to fit your organization. You can tailor them to fit your organization. But by default, this is what Salesforce is giving us. Close one would just be an opportunity that was one closed law through this MY opportunity that wasn't one didn't, didn't come into anything. And if for whatever reason Henry Ford wanted to withdraw his pledge, that would go under withdrawn prospecting, of course, which is heavily used in the non-profit world, is if it's a client or adult or a donor, whichever language you buffer that we're pursuing to be more of a friggin donor or to kind of offer us to acquire as a long-term given. Then we select close date. So let's say we're hoping to get it because it's the holidays. Right. So we're gonna say the closer it will be December 31st. From there, you have the option to fill in other information, but again, you don't have to. Once you get the money, you can fill in. Once you get the money, you could fill it in. Like if they have an honorary or they gave they gave them money in honor of someone or an ANOVA particular cod or something like that. You could fill in all the information here. But for now, I think we have enough and so we're going to hit Save. And while we have a new opportunity under our newly created contact, Henry Ford, this is showing the Henry Ford has pledged to give under our 20-20 Holiday Giving Campaign. Lastly, we're gonna look at task and see how we can make sure that before and after the 20-20 Holiday Giving campaign comes to an end. We maintain in bill that we build and maintain a relationship with Henry Ford. Let's click on task. Tasks are exactly what they're described to be. There things on your to-do lists, activities or events that must be completed by a certain due date ed made with the help of certain team members. When you click on task, you'll see to the left here there the Recently Viewed sidebar, which tells us which tasks we recently looking at, looking at. If we click the arrow here, we'll see open Task. Open tasking, tasks that are not completed yet there waiting for someone to finish them up. We also have tests are overdue. Tasks that have been delegated mean given to another team member who must have an account on sales force for you to actually delegate them with task in tasks that are due today or tests that are recurring. As you can see under open task, we have things like sin a birthday letter to QA Sales, who's a client who has a birthday coming up the 23rd of this month and we want to make sure he feels appreciated. So therefore, we make sure sin sin to Berkeley letter is a task in our sales was the Salesforce account. We also have Ronald Lee from the li household. We're trying to game a bit more of an organization in a, more of a steady client with less salt. We're gonna call call randomly on August 20th, 2020. At the latest and make sure to give them a good sales pitch about why he shouldn't really invest in our company or why should really get to our non-profit. You can also click here to market has, is complete when it's done or if a task isn't complete, you can scroll over, click the down arrow, and hit Change status. Now, for my job, for example, we have different sizes such as complete and progress, waiting on someone you on someone else, and deferred or declined. Again, it depends on how it appears your organization, how you want to tailor in which language will best fit to your customers as well, and more importantly to your staff. Now, let's actually create a task. We will click under task care, create new task. And in this case, if I'm the only person on the Salesforce Salesforce account, I'm the only person that the tasks can be assigned to you. Of course, you'll have different people on your team so you can assign it to you, Beth Suzanne jQuery or whoever, or whoever you feel is right? It could be something along the lines of robot to send a letter. Set the due date, the end of this month. And what account is it going to be connected to you? Let's say Henry Ford. Let's say that we want to send him a letter about a meeting for our upcoming for our upcoming clients, the donors I have that we believe we can actually turn into advocates or the clients who have been lowered to us for a while. We want to send them a letter, maybe an invitation. Okay. And then we would say the Ford household. Scroll down here. Not started. We'll leave it, we will leave it as that. And then you can select the priority with most of the time it's going to be normal. But do you have like a hat if it means that if it's a high risk business, are you really need to get it done? You can obviously market is high. Then we would just bend the comments section, something very general like invitation. Thank you, donor gala. Then once we're done, we go ahead and we hit save. And voila, we have created our first task. You can always come here to look at the path that you have, upcoming path, a trip completed, or like a task that you may have given to other sacrament staff members and see how they're doing on it. Now I'm gonna show you how to run a report on Salesforce. Reports are a great way to gather all your data together for analysis that can inform marketing strategies. In other organizational strategies. The start, locate reports at the top of your navigation bar. As you can see. To the left here, you can filter reports by those created by you, reports that have been marked private and a public reports. Please note that once the report is marked as private, it can not be reverted to public. And click on new report. As you can see, there are a lot of report types. However, on the left here we have some additional options. The option we select on the left. Opportunities, accounts and contacts, customer support reports, and others would atonement what, which record types are available to the right. For example, if I click on campaigns, the record type options have changed. And if I click on accounts and contacts, the record type options changed again. Making the correct selection on the left is very, very important. Selecting the correct data option on the left here is very important because it determines the report types that will be available to you. And the report Type we select will determine which information we can draw from our database. For example, under opportunities. If I were to click on opportunities and then slept opportunities with contact roles, that may limit the information I can pull about campaigns. So if I wanted to look at opportunities with contact Road, as I said, as it says here, I may be able to pull up the different contacts in the roles they played and the opportunity to be donation or the payment. But I may not be able to pull information about which campaign they were in. Were they in the end of your campaign was at a holiday campaign, that information may not be available based on the report type that I select. Now let's run a report. We've created a few campaigns, so let's do a report based on that. And we'll select campaigns with contacts. We know we have several contexts including lindsey, George, and Henry forward are to liaise contexts that too late contexts are accompanied. So we select the campaigns, then the report type campaigns with contacts. And then we hit Continue. You'll see on this new screen that we have options about what will and will not show in the final report. And the columns option, we can show campaign name, first name, and last name that refers to the first name and last name of the contact and the camp in the campaign name is obviously the name of the campaign. If you want to get rid of either any of these columns, you could always click the X to remove them. But we can also add columns, such as campaigns that is above, above columns. We have rows. As you can see here, we have several options as well. We could group are information by campaign ID, start date, end date, or campaign campaign status. Again, considering that we've already put slept the campaign size four columns, we don't really need to, you don't really need to select it for the row grouping. Let's see what happens if we just run it with the columns. So it's showing us our 20-20 membership campaign and is saying that sales, one of our clients is the only individual in this campaign, but we know that we have other other campaigns. Let's see if we can do to fix this. Go to Edit. And let's take a look at filters. Right now we're only requesting that it shows an active campaigns. What if we select all campaigns? Hit apply and then run again. Now it's showing us the campaigns that have not been marked as active. And as you can see, our latest client, Henry Ford, is in the 20-20 Holiday Giving Campaign as well in the Hailey is in our 20-20 rear campaign. Let's go back and edit again. One note about reports. When you hit Run, run only pulls the data. It does not save a report. If you want to save report, you can hit Save or Save and run. And of course, you can always undo anything, anything that you do in the report and you can close it if you're just done with it. Now that we have our campaign data in our context, in our contact data for each campaign. Let's see how we can group this information. Now remember, we're only working with campaigns that have contacts with them. So any other, any other campaigns that are created if we don't put contexts, contacts in them, AKA if we don't add clients so that campaign, it won't pull in the report. This is why slept the report type is very important if we want to pull up all campaigns, even though they did not have clients or contexts in them, we would have to go back and start an entirely new reports. That would only be the campaign report and not the campaigns with contacts report. Let's try let's try grouping some information and then I can go back and show you guys the difference between the report types. Again, let's group by campaign type from the report. And as you can see, we now have group the different campaigns by their, by their different types. So we have referral program campaign, a direct mail, and one that we put as other. This is a great way to categorize information for better and clearer analysis. All right, now that we've done that, let's go ahead and save our port and Keith, when you later, we'll hit Save. And of course if we were trying to download it to our computer for others to see, we would hit export right now where it's going to hit save. And we can name it. I'll just say it has been implemented. Contact Report, roll down. And we will put it in the public folder. Then hit save a fun tip out. So its force, if you don't hit that nice navy blue save button, everything you've done will not be saved. It does not have, does not have any auto saves. So make sure that you click that nice navy blue Save button anytime you use something in Salesforce. Let's go back to our ports again. Alright, and you can see the latest report test campaigns would contact support is appearing again. Now let's go back into reports so I can show you how to run another one. Here, what we did last time, new report. Let's go to campaigns. And this time they said campaigns with contacts. We'll just, we'll just select overall campaigns. Continue my active campaigns. In the filter section, we're gonna change that to all campaigns. Apply. All we have here is a campaign name. Let's also add campaign type as a column. Now let's run. And voila, because we did not select campaigns with contacts as the report type. That default filter was not already in place in now we're just pulling campaigns, whether they have contacts are not into our reports. Let's go ahead and save this report. Test. Oops. That's repairing report. But folder. Make it public. Slug coder. And the big navy blue save. Let's go through our ports. And once again, we have both reports here S campaign reports and our test campaign with contacts report. As you can see here. We only as you can see under our test campaigns with contacts report, we only have three campaigns. And again, that's because the campaigns of contacts report already comes in with a default filters. That filter is that it will only pull information from campaigns that have a contact. Indium. Contacts, again, are essentially clients or customers. Let's go back and look at the other important one more time. So we're leaving test campaigns of a contact or a loan to be just the just the test campaign report. And as you can see, as for campaigns listed here, and it has four versus a three because the test campaign campaigns report does not come with the default filter of pulling data only from campaigns that actually have contacts and dump. It pulls data from all campaigns, whether they have contacts, ek clients like customers or not. So that's some quick information about inputting data into salesforce, how you shouldn't put the data and what your data options are going to be very critical for you or you and your business to plan strategies and go on and succeed. The remainder of this course we'll be taking what we've learned so far about Sarah source and using that knowledge to determine how we can create high-quality customer service in our organization. 5. Bonus Content : What is a course without some bonus content? And my right, this section of the course is pretty short and include a brief quiz. Don't worry, I'll just be reviewed the content we've already covered and the other sections of this course, the questions are going to be easy, so I'm sure everyone will do fine, but this really just acts as a kind of reminder in, was one more extra tip around how to get the most out of your customer service and how to make sure that your customers have a great experience with your company. Okay, with all of that said, let's dive in to the bonus content. Throughout this course, we've gone through many tips and guidance around quality customer service relationship. But if you put aside everything we've covered in this course so far, this would be what I want you to remember, this golden rule of customer service. And really it's the foundation of all good relationships. Okay? Are you ready? Treat others the way you'd want to be treated? Some of you may know this as the kindergarten rule. I'm sure we all have memories of going to our first day of school kids in this being one of the rules or the classroom rules, the first ones that we were taught. Of course, this rule is much easier said than done. Think about it. After a day full of phone calls, emails, lunches, and coffee meetings, you're not going to be at your best in terms of customer service. Or at least you're not going to be as good as you are at the beginning of the beginning of the day because your bit worn down. Take it from someone who used to work at enterprise. It is much easier dealing with a frustrated or upset customers at the beginning of the day then at the end of the day when you're worn out, you're kind of ready to go home and you've dealt with in other, maybe upset customers or ten other customers who had very complex questions. In those moments. You need to remind yourself of this Rule. Treat others the way you want, you would want to be treated. And one way to do that is to really put yourself in the customer's shoes. The customer doesn't know that you've had a long day. They don't know that maybe you've had other frustrated, angry customers or other customers who have taken extra time or care for you to make sure that they feel satisfied, satisfied when they leave your office. The customer doesn't know that in Sydney blunt, it should it really be on the top of their priority list? When a customer comes into a company, they're there to receive or service, service or product. And even though of course, it's always nice to have a customer recognized there was a fellow human and you may be having a bad day or some struggles and everything like that. Those things do you do you have to be put to the side? Because essentially the customers walking and blind, just expecting the quality product service. And that's only a good quality customer service experience. Alright, now that we've covered the golden rule of customer service, let's move on to the quiz. I'll decide what the Japanese soundtrack playing back over m. I am, I have for some reason anyway. So it's quits time. It's a five question quiz. Panning doesn't really matter because obviously this is not live as is recorded by I will get a 45 second wait time after I reach question just to give the era of actually being alive Quotes. Okay, let's do this. What does CRM stand for? Communication relationship management. Customer relationship management. Is management. You have 45 seconds. What does stand for? If you selected B and you selected correctly? Though, community though, involve yourself in that community in communicating customers is very important in maintaining high quality customer service. It's just not what, not what CRM, Stanford CRM is customer relationship management. So few selected BY you selected correctly. Now, what's our next question? What's the key to building relationships? Hey, utilizing your network? Or is it All right, the correct answer is a. Utilizing your network. Your network includes friends, families, neighbors, bins, acquaintances, and etc.. Ask yourself, who do you know? And then wonder who those people know and who they may have connections with. That's what it means to utilize your network. All right, onto the next one. How else can you describe word of mouth? Is it going to be a gossip? Or see Rome about verbal validation? You have 45 seconds. How else can you describe word of mouth was a gossip B, or C? Verbal validation. The correct answer is C, rebel validation. Honestly, if I included, if I end up including short review quizzes like this and future courses, he are a best guess is to go with the answer that has some alliteration of usually where my mind goes to help me with memorization and when I'm either studying or just reading some material. And you add to the answer is C, verbal validation. And let's move on to the next question. Next question. Why are referrals good but risky? If not handled well, you can lose the current client in the referred client or is it B? You're not sure of the referral will become an actual client. Or see. Referrals mean more work. You have 45 seconds. If not handled well, you can lose the current client. Be referring I think of it this way. If I referred my best friend to your company and they returned to tell me that they've had a horrible experience. I, as the customer will begin questioning my commitment to your company. I'll start thinking things like, is there service really as good as I thought? Maybe there are better options. Maybe I should look into different alternatives. Or if I have my relationship managers personal number, I've contact them to question why my referral, best friend, neighbor, coworker, whatever, why they walked away with a negative experience. To avoid all of that. Because the cleanup will be a lot on your end. Its best really to just take care take extra care with referral clients. In the hopes of getting one client. You don't want to end up losing two. Alright, let's move on to the final question in our little review quiz. Final question, relationship managers should have. How many clients? I should say actually a religion that managers should have how many clients assigned to them? A as few as possible, be no more than ten? As many as can be placed on them. All right. A as few as possible. If you can, you really should avoid overloading your relationship managers. It comes down to the debate about quantity versus quality and the relationship around quantity and quality on the client through relationship manager ratio increases, the quality of customer service decreases because it's relationship managers are stretched too thin and it can't support all of their clients, not properly or successfully, at least. Another example to kind of bring it into perspective in case your company does not use relationship managers. Social workers. Social workers are known for having large, large case loans of youth and families that they have to attend to. I've worked in a space where I've had caseload is before, had not technically a social worker. So I understand this feeling. When you have 40 kids to take care of and attend to in tech. And with that's a very different experience than having 20 kids to check in and take care of in a in the 10-2 because you're stretching yourself one so thin and you only want one person use can't give the same quality service that you can when it's a lower number of people. Keeping this ratio low can be particularly difficult in non-profit settings, but is if possible, please try to keep the ratio as low, as low as possible to just maintain that high quality customer service. And that's it. Rarely this time, it's the end. I swear. I hope you all enjoyed building quality customer relationships. Again, stay tuned for some of my future courses I have planned here. With that said, thank you and see you all at the next one. Thank you.