The Exchange Fall 2018
Magazine | 26 Pages | The Exchange is a quarterly digital magazine produced by Salesforce
FALL 2018 GET SMARTER experience A SMARTER, MORE PERSONALIZED APPEXCHANGE. : OUR COMPLETE DREAMFORCE RECAP DEMOJAMS • DREAMPITCH 18 SPOTLIGHTONMAGGIEJOLITZ • REVIEWS • ANDMORE
TABLE OF THE Empower sales teams to negotiate. contents exchange Keep deals moving forward. Editor-In-Chief APPYGAIL THE BOBCAT Editorial Directors 4 ANDREW GOTHELF Advantage, Conga. JOSIE CHILES Creative Director RON LIM 6 Senior Editor TONY NEWTON Community Editor 8 AMANDA NELSON Program Manager CLAYELLE WOLF STEPHANIE SEGER Managing Editor MIRIAM RATTES Contributing Editors and Writers 10 CHRISTINE LEE MARIA CATALDO Copy Editor DANIEL ACUFF The Exchange is a quarterly digital 14 12 magazine produced by Salesforce. Questions? Comments? Letters to the editor? Tweet them @AppExchange. © 2018 Salesforce Appexchange ON THE COVER: Appy speads appyness to Conga Contracts gives your company complete the Autorabit team at Dreamforce. control over contract negotiations — shrinking the 16 entire process by up to 50%. 23 bit.ly/congacontracts 2 THE EXCHANGE FALL 2018
TABLE OF THE Empower sales teams to negotiate. contents exchange Keep deals moving forward. Editor-In-Chief APPYGAIL THE BOBCAT Editorial Directors 4 ANDREW GOTHELF Advantage, Conga. JOSIE CHILES Creative Director RON LIM 6 Senior Editor TONY NEWTON Community Editor 8 AMANDA NELSON Program Manager CLAYELLE WOLF STEPHANIE SEGER Managing Editor MIRIAM RATTES Contributing Editors and Writers 10 CHRISTINE LEE MARIA CATALDO Copy Editor DANIEL ACUFF The Exchange is a quarterly digital 14 12 magazine produced by Salesforce. Questions? Comments? Letters to the editor? Tweet them @AppExchange. © 2018 Salesforce Appexchange ON THE COVER: Appy speads appyness to Conga Contracts gives your company complete the Autorabit team at Dreamforce. control over contract negotiations — shrinking the 16 entire process by up to 50%. 23 bit.ly/congacontracts 2 THE EXCHANGE FALL 2018
EDITOR’S You love being first, right? letter Appyness is my Dreamforce experience. Be the first to get the latest AppExchange news. Amazing. That’s really the only way to needed to grow your business. And When you get our AppExchange newsletter, you’ll be the first to learn how to extend describe this year’s Dreamforce. that’s what gets me most excited — Salesforce with AppExchange — through e-books, articles, webinars, and more. I was so excited to meet so many I love seeing you thrive. Join us at bit.ly/appexnews of you in person – and spread In this issue of The Exchange, the appyness. One of my favorite we’re reliving the best moments of moments of appyness during the week Dreamforce (be sure to check out our was when we shared the new, smarter post-Dreamforce e-book): our amazing AppExchange with all of you. Appyness Street Team inspiring people I love the way a smarter set of tools all over the campus, custom T-shirts can help you do your job better. for me to wear, and our ever-so- AppExchange was already a great coveted Trail Blazin’ Hot Sauce. I hope APPYGAIL THE BOBCAT place for ready-to-install solutions that you feel as inspired as I am to spread EDITOR-IN-CHIEF extend the functionality of Salesforce. the appyness every day while finding @APPEXCHANGE smarter tools to help you succeed. Now we’ve taken it to the next level, helping your business work faster and Appy reading, smarter. My personalized recommendations and intelligent search are just a couple of ways you can get the exact solution 3 neat tweets @theoriginalyves @AngieDunlop67 @nikpanter Loving my cover #appyness #Appyness is pins, pins and And my last winner of Tweet us. more pins on my awesome Dreamforce – #Appyness We love to hear @appexchange scarf moment here with Sara! what you’re up to. #DF18 @appexchange 4 THE EXCHANGE FALL 2018 FALL 2018 THE EXCHANGE 5
EDITOR’S You love being first, right? letter Appyness is my Dreamforce experience. Be the first to get the latest AppExchange news. Amazing. That’s really the only way to needed to grow your business. And When you get our AppExchange newsletter, you’ll be the first to learn how to extend describe this year’s Dreamforce. that’s what gets me most excited — Salesforce with AppExchange — through e-books, articles, webinars, and more. I was so excited to meet so many I love seeing you thrive. Join us at bit.ly/appexnews of you in person – and spread In this issue of The Exchange, the appyness. One of my favorite we’re reliving the best moments of moments of appyness during the week Dreamforce (be sure to check out our was when we shared the new, smarter post-Dreamforce e-book): our amazing AppExchange with all of you. Appyness Street Team inspiring people I love the way a smarter set of tools all over the campus, custom T-shirts can help you do your job better. for me to wear, and our ever-so- AppExchange was already a great coveted Trail Blazin’ Hot Sauce. I hope APPYGAIL THE BOBCAT place for ready-to-install solutions that you feel as inspired as I am to spread EDITOR-IN-CHIEF extend the functionality of Salesforce. the appyness every day while finding @APPEXCHANGE smarter tools to help you succeed. Now we’ve taken it to the next level, helping your business work faster and Appy reading, smarter. My personalized recommendations and intelligent search are just a couple of ways you can get the exact solution 3 neat tweets @theoriginalyves @AngieDunlop67 @nikpanter Loving my cover #appyness #Appyness is pins, pins and And my last winner of Tweet us. more pins on my awesome Dreamforce – #Appyness We love to hear @appexchange scarf moment here with Sara! what you’re up to. #DF18 @appexchange 4 THE EXCHANGE FALL 2018 FALL 2018 THE EXCHANGE 5
They’re free. WHAT’S appening They’re customizable. Welcome to a smarter AppExchange: A more intelligent Salesforce Store. They’re AppExchange is all about helping Trailblazers find smart solutions to help them transform their businesses. In fact, 88% Salesforce of Salesforce customer orgs use AppExchange solutions. To make the customer experience more personalized and easier to navigate, we launched a smarter AppExchange. Now customers who log in will find the right solutions — and find Labs. them faster — thanks to two new features: SMARTER RECOMMENDATIONS: EXPLORE PERSONALIZED SUGGESTIONS. Scroll through the new “Recommended for You” tab for suggested solutions based on your location, install history, profile data, and more. For example, imagine a business focused on project management. As soon as the admin searches for — or installs — an app to schedule appointments, the recommendations will reveal relevant, complementary apps. LIGHTNING FLOW ACTIONS: EMBRACE AUTOMATED PROCESSES. These partner-built, drag-and-drop solutions unleash the full potential of automated business HEATHER CONKLIN processes. They ensure that every Lightning Flow is plugged into each customer’s data, apps, VP Product Management and services. There are already more than a dozen partner-built Flow Actions — like running Salesforce credit checks, posting to Slack, or generating quotes for loan processing. “ 88% of AppExchange is for every Salesforce customer — no matter the size of your company, your Salesforce department, or the industry you’re trailblazing. We hope you’re as excited about a Smarter customer AppExchange as we are. orgs use AppExchange solutions.” Personalized recommendations and new Lightning Flow Actions can help transform your business Built by Salesforce employees, Salesforce Labs are free solutions to help you solve business challenges faster. There are over 350 of them. Did we mention that they’re free? See more at bit.ly/appexlabs 6 THE EXCHANGE FALL 2018 FALL 2018 THE EXCHANGE 7
They’re free. WHAT’S appening They’re customizable. Welcome to a smarter AppExchange: A more intelligent Salesforce Store. They’re AppExchange is all about helping Trailblazers find smart solutions to help them transform their businesses. In fact, 88% Salesforce of Salesforce customer orgs use AppExchange solutions. To make the customer experience more personalized and easier to navigate, we launched a smarter AppExchange. Now customers who log in will find the right solutions — and find Labs. them faster — thanks to two new features: SMARTER RECOMMENDATIONS: EXPLORE PERSONALIZED SUGGESTIONS. Scroll through the new “Recommended for You” tab for suggested solutions based on your location, install history, profile data, and more. For example, imagine a business focused on project management. As soon as the admin searches for — or installs — an app to schedule appointments, the recommendations will reveal relevant, complementary apps. LIGHTNING FLOW ACTIONS: EMBRACE AUTOMATED PROCESSES. These partner-built, drag-and-drop solutions unleash the full potential of automated business HEATHER CONKLIN processes. They ensure that every Lightning Flow is plugged into each customer’s data, apps, VP Product Management and services. There are already more than a dozen partner-built Flow Actions — like running Salesforce credit checks, posting to Slack, or generating quotes for loan processing. “ 88% of AppExchange is for every Salesforce customer — no matter the size of your company, your Salesforce department, or the industry you’re trailblazing. We hope you’re as excited about a Smarter customer AppExchange as we are. orgs use AppExchange solutions.” Personalized recommendations and new Lightning Flow Actions can help transform your business Built by Salesforce employees, Salesforce Labs are free solutions to help you solve business challenges faster. There are over 350 of them. Did we mention that they’re free? See more at bit.ly/appexlabs 6 THE EXCHANGE FALL 2018 FALL 2018 THE EXCHANGE 7
WHAT’S Better data. appening Better sales performance. The 3-minute demo that ™ won twice at Dreamforce. Zarina Varley Scott Everyone’s happy Better get D&B Optimizer. cosplays as Appy. at our breakfast 50+ PARTNERS. 7,000 VOTES. 1 MEGA WINNER. There’s no other way to describe this year’s Dreamforce Demo Jams. We hosted 11 of ’em, with up to six partners having three minutes to demo their app. The winners competed for the final trophy and, of course, bragging rights. LevelJump, a sales onboarding and training software on AppExchange, won the showdown. Hey, David Bloom, CEO and Founder, what’s your secret? “Practice is number one. Second, you must tell a story. Personalizing it was key. Weaving the journey through sales, marketing, training, and enablement, and why I started LevelJump, was a crucial piece of the puzzle.” Maggie Jolitz, Ian Gotts, Amanda Nelson, Sharon Klardie, Jackie Travieso Appyness was the Dreamforce 2018 Breakfast. Once again, AppExchange hosted a breakfast to celebrate our Ohana. MVPs, All-Stars, partners, and employees laughed, talked, connected — and maybe even had their MVPs Jeff Grosse and Joshua Hoskins congratulate Rich Baker, Scott Baker, Sandy Tise, and Jon Mead of runner-up Glance. faces painted. Jeremiah Dohn An All-Star gets Appyfied. Leslie Tom and Amanda Nelson pose with Mega Demo Jam winner David Bloom of LevelJump. These are the names L-R Dreamforce Demo Jam winners include: With your data up to date and better maintained using D&B Optimizer, you could realize a 66% rise in revenue.* bit.ly/DBoptimizer AppExchange’s Howard Chen Shonnah Hughes * “The Impact of Bad Data on Demand Creation,” SiriusDecisions. 8 THE EXCHANGE SUMMER 2018 FALL 2018 THE EXCHANGE 9
WHAT’S Better data. appening Better sales performance. The 3-minute demo that ™ won twice at Dreamforce. Zarina Varley Scott Everyone’s happy Better get D&B Optimizer. cosplays as Appy. at our breakfast 50+ PARTNERS. 7,000 VOTES. 1 MEGA WINNER. There’s no other way to describe this year’s Dreamforce Demo Jams. We hosted 11 of ’em, with up to six partners having three minutes to demo their app. The winners competed for the final trophy and, of course, bragging rights. LevelJump, a sales onboarding and training software on AppExchange, won the showdown. Hey, David Bloom, CEO and Founder, what’s your secret? “Practice is number one. Second, you must tell a story. Personalizing it was key. Weaving the journey through sales, marketing, training, and enablement, and why I started LevelJump, was a crucial piece of the puzzle.” Maggie Jolitz, Ian Gotts, Amanda Nelson, Sharon Klardie, Jackie Travieso Appyness was the Dreamforce 2018 Breakfast. Once again, AppExchange hosted a breakfast to celebrate our Ohana. MVPs, All-Stars, partners, and employees laughed, talked, connected — and maybe even had their MVPs Jeff Grosse and Joshua Hoskins congratulate Rich Baker, Scott Baker, Sandy Tise, and Jon Mead of runner-up Glance. faces painted. Jeremiah Dohn An All-Star gets Appyfied. Leslie Tom and Amanda Nelson pose with Mega Demo Jam winner David Bloom of LevelJump. These are the names L-R Dreamforce Demo Jam winners include: With your data up to date and better maintained using D&B Optimizer, you could realize a 66% rise in revenue.* bit.ly/DBoptimizer AppExchange’s Howard Chen Shonnah Hughes * “The Impact of Bad Data on Demand Creation,” SiriusDecisions. 8 THE EXCHANGE SUMMER 2018 FALL 2018 THE EXCHANGE 9
WHAT’S appening CarServ founder Mars Mundy makes his pitch to the judges. Dreamforce 2018 elevator pitches (literally) will.i.am, Emily Chang, and Andre Iguodala quiz a start-up. Most “elevator pitches” happen in a hallway, or a lobby, or — heavens — in a bathroom. But what about an elevator pitch in an actual elevator? Welcome to Dreampitch. Right before Dreamforce, in a 40-second elevator ride to the top of the For automated processes, 61-story Salesforce Tower, Mars Mundy pitched his operating system for the auto repair industry to Salesforce President and Chief Product Officer go with the Flow. Bret Taylor. That chat paid off with the $250,000 top prize — and made Mars a star. Now admins can automate their company’s processes. CarServ, Mars’s company, beat out two other finalists to win the quarter-million-dollar investment opportunity from Salesforce Ventures, These partner-built flow actions make it easy to connect with and perform plus a launch package from AppExchange and a T-Mobile mobile solu- CarServ comes up big at actions on third-party systems – without additional integration or code. tion package. CarServ was praised for its execution abilities, technological Dreampitch 2018. Find Lightning Flow actions now on AppExchange. innovation, business savvy, and culture. LEARN MORE ABOUT OUR FEATURED PARTNERS IN THIS ISSUE. Learn more at bit.ly/appexflows Conga Contracts D&B Optimizer SOLUTION App Lightning Data TYPE ACTION Accelerate and Enrich and simplify contracts update your data BENEFIT Close deals Drive better faster sales performance 10 THE EXCHANGE FALL 2018 THE EXCHANGE 11
WHAT’S appening CarServ founder Mars Mundy makes his pitch to the judges. Dreamforce 2018 elevator pitches (literally) will.i.am, Emily Chang, and Andre Iguodala quiz a start-up. Most “elevator pitches” happen in a hallway, or a lobby, or — heavens — in a bathroom. But what about an elevator pitch in an actual elevator? Welcome to Dreampitch. Right before Dreamforce, in a 40-second elevator ride to the top of the For automated processes, 61-story Salesforce Tower, Mars Mundy pitched his operating system for the auto repair industry to Salesforce President and Chief Product Officer go with the Flow. Bret Taylor. That chat paid off with the $250,000 top prize — and made Mars a star. Now admins can automate their company’s processes. CarServ, Mars’s company, beat out two other finalists to win the quarter-million-dollar investment opportunity from Salesforce Ventures, These partner-built flow actions make it easy to connect with and perform plus a launch package from AppExchange and a T-Mobile mobile solu- CarServ comes up big at actions on third-party systems – without additional integration or code. tion package. CarServ was praised for its execution abilities, technological Dreampitch 2018. Find Lightning Flow actions now on AppExchange. innovation, business savvy, and culture. LEARN MORE ABOUT OUR FEATURED PARTNERS IN THIS ISSUE. Learn more at bit.ly/appexflows Conga Contracts D&B Optimizer SOLUTION App Lightning Data TYPE ACTION Accelerate and Enrich and simplify contracts update your data BENEFIT Close deals Drive better faster sales performance 10 THE EXCHANGE FALL 2018 THE EXCHANGE 11
WHAT’S appening Four days of connecting, trailblazing, and AppExchanging Every year, Trailblazers from all over the world gather at Dreamforce for four fun-filled days of career transformation, innovation, and giving back. At Dreamforce 2018, appyness was everywhere. At the AppExchange Den. At the lodges, partner booths, and the Campground. Even at Dreampark. Check out the appyness on all these faces. 12 THE EXCHANGE FALL 2018 FALL 2018 THE EXCHANGE 13
WHAT’S appening Four days of connecting, trailblazing, and AppExchanging Every year, Trailblazers from all over the world gather at Dreamforce for four fun-filled days of career transformation, innovation, and giving back. At Dreamforce 2018, appyness was everywhere. At the AppExchange Den. At the lodges, partner booths, and the Campground. Even at Dreampark. Check out the appyness on all these faces. 12 THE EXCHANGE FALL 2018 FALL 2018 THE EXCHANGE 13
WHAT’S VIRTUALLY EVERYTHING appening YOU WANT TO KNOW ABOUT Appyness is a spotlight on Maggie Jolitz. DREAMFORCE 2018. Our customer spotlight this issue shines on Maggie Jolitz, whose 14 years of Salesforce expertise include 12 years as an admin/technical Were you there? Did you experience it online? Relive what attendees are calling the lead and two years as a consultant. The creator of 11 Salesforce instances (aka orgs) across seven industries, Maggie is a regular speaker best Dreamforce ever with our AppExchange recap ebook. Learn about the new, at (deep breath now) Dreamforce, Kansas City Users Group, Midwest Dreamin’, and the Atlanta Trailblazer Summit. Naturally, she’s an smarter AppExchange. The 50+ sessions, the 125+ solutions recommended by our AppExchange customer advocate — and that's why she’s featured in the film “10-Year Anniversary of the Appexchange.” customers, Trailblazer profiles, all the color and excitement. But why talk about it? HOW MANY YEARS HAVE YOU ATTENDED DREAMFORCE? Download the AppExchange Dreamforce 2018 recap. Let me think. 12 years now. Hard to believe. Read it now at bit.ly/df18recap HOW MANY DREAMFORCE SESSIONS HAVE YOU SPOKEN AT? Six. But who’s counting? HOW DID YOU GET YOUR FIRST SPEAKING OPPORTUNITY AT DREAMFORCE? MAGGIE JOLITZ Through Jaime Davenport, a customer success manager. Thank you, Jaime. Sr. Technical Lead NPI “ I want to inspire WHY DO YOU KEEP SPEAKING AT DREAMFORCE EACH YEAR? attendees with I want to inspire attendees with the art of the possibility. I love it when people tell me the art of they enjoyed my session and want to immediately implement what they learned. the possibility. " HOW DO YOU PREPARE AND PRACTICE FOR YOUR SESSIONS? I practice my presentation in front of friends and family. Really. WHAT ADVICE WOULD YOU GIVE FIRST-TIME SALESFORCE PRESENTERS? Give attendees enough information so they can take it back and put it to use. WHAT'S THE BEST FEEDBACK YOU EVER RECEIVED FROM AN ATTENDEE? “Your passion for Salesforce is inspiring. You really understand the sales culture.” WHAT’S CHANGED THE MOST ABOUT DREAMFORCE SINCE YOU FIRST ATTENDED? I now spend more time on the expo floor — and less time in sessions. WHAT'S THE CRAZIEST THING THAT'S HAPPENED TO YOU AT A DREAMFORCE? I was offered a job by a Salesforce consultant — at his booth! THE EXCHANGE FALL 2018 1414 THE EXCHANGE FALL 2018
WHAT’S VIRTUALLY EVERYTHING appening YOU WANT TO KNOW ABOUT Appyness is a spotlight on Maggie Jolitz. DREAMFORCE 2018. Our customer spotlight this issue shines on Maggie Jolitz, whose 14 years of Salesforce expertise include 12 years as an admin/technical Were you there? Did you experience it online? Relive what attendees are calling the lead and two years as a consultant. The creator of 11 Salesforce instances (aka orgs) across seven industries, Maggie is a regular speaker best Dreamforce ever with our AppExchange recap ebook. Learn about the new, at (deep breath now) Dreamforce, Kansas City Users Group, Midwest Dreamin’, and the Atlanta Trailblazer Summit. Naturally, she’s an smarter AppExchange. The 50+ sessions, the 125+ solutions recommended by our AppExchange customer advocate — and that's why she’s featured in the film “10-Year Anniversary of the Appexchange.” customers, Trailblazer profiles, all the color and excitement. But why talk about it? HOW MANY YEARS HAVE YOU ATTENDED DREAMFORCE? Download the AppExchange Dreamforce 2018 recap. Let me think. 12 years now. Hard to believe. Read it now at bit.ly/df18recap HOW MANY DREAMFORCE SESSIONS HAVE YOU SPOKEN AT? Six. But who’s counting? HOW DID YOU GET YOUR FIRST SPEAKING OPPORTUNITY AT DREAMFORCE? MAGGIE JOLITZ Through Jaime Davenport, a customer success manager. Thank you, Jaime. Sr. Technical Lead NPI “ I want to inspire WHY DO YOU KEEP SPEAKING AT DREAMFORCE EACH YEAR? attendees with I want to inspire attendees with the art of the possibility. I love it when people tell me the art of they enjoyed my session and want to immediately implement what they learned. the possibility. " HOW DO YOU PREPARE AND PRACTICE FOR YOUR SESSIONS? I practice my presentation in front of friends and family. Really. WHAT ADVICE WOULD YOU GIVE FIRST-TIME SALESFORCE PRESENTERS? Give attendees enough information so they can take it back and put it to use. WHAT'S THE BEST FEEDBACK YOU EVER RECEIVED FROM AN ATTENDEE? “Your passion for Salesforce is inspiring. You really understand the sales culture.” WHAT’S CHANGED THE MOST ABOUT DREAMFORCE SINCE YOU FIRST ATTENDED? I now spend more time on the expo floor — and less time in sessions. WHAT'S THE CRAZIEST THING THAT'S HAPPENED TO YOU AT A DREAMFORCE? I was offered a job by a Salesforce consultant — at his booth! THE EXCHANGE FALL 2018 1414 THE EXCHANGE FALL 2018
onsider the last time you said to a colleague, “Why are we still doing things C that way? Isn’t there a better way to solve that problem?” The question will often get AppExchange solutions, Erin Wright: That's so a knowing nod and a heap D&B Optimizer and Conga funny. In my notes I have of sympathy. And yet, the Contracts, respectively, can people, process, and next day, the next week, or improve the way people technology too. So we even the next year won’t work day in and day out. have a very similar thought bring about the necessary process on this. As senior change to do things better EDITOR’S NOTE: Questions leaders, it’s important to ERIN WRIGHT and smarter. All this comes and responses have been provide the tools and the Sr. Director of Marketing at a cost of depressed edited for clarity. information that workers Global Alliances, employee morale and need to be empowered Dun & Bradstreet How Technology Improves Employee Productivity increased inefficiencies, How can senior leadership to make those good which often have myriad encourage employees to decisions. BY ANDREW GOTHELF • ILLUSTRATIONS BY RON LIM downstream effects on work smarter? customer happiness and, Ultimately, we think about ultimately, revenue. Doug Rybacki: I always the speed of the sales think about this from process, how to speed It doesn’t have to be three key angles: people, things to market. That can this way. Companies can process, and technology. translate into things like change the way their It’s a value pyramid, improving your employee DOUG RYBACKI employees work. They can with people at the top, experience, having a really Chief Product Officer, Conga improve their response to process in the middle, and good set of data to rely on, inefficiencies by thinking technology at the base. a good use of Salesforce – about how they can and all of those workflows help their employees If you have sales reps that that originate from that work smarter. This can continually hit their quota lead to improved customer come from the way – when not everyone does satisfaction. So I think management leads and – let’s learn from those the people, process, and treats employees. Or from people what they’re doing technology are important. technology brought in to differently and use what remove roadblocks and we learn to teach others. How do you convey to employees that working inefficiencies. Then I also like to find the innovators – people who smarter is empowering? To understand how are willing to go and try Erin: leadership can encourage stuff and figure it out. It all comes down to employees to work context and trust. If you smarter, and the ways Find a small group of give teams the information AppExchange solutions can people inside of a bigger they need to make good help, I had a wide-ranging part of the organization – decisions, and teach them conversation with Erin two to five people – who to interpret the findings Wright, Senior Director of will take that opportunity using technology, and trust Marketing, Global Alliances to go and explore some the employees to make at Dun & Bradstreet, new innovation and work those right decisions, and Doug Rybacki, out the kinks. Learn how you’re headed in the right Chief Product Officer at it should really work – direction. Conga. In addition to optimize it – so we learn their thoughts on smarter how to deploy to the workplaces, they also broader organization. hit on how their own 16 THE EXCHANGE FALL 2018 FFAALLLL 20 201188 THETHE EXCHANGE EXCHANGE 1717
onsider the last time you said to a colleague, “Why are we still doing things C that way? Isn’t there a better way to solve that problem?” The question will often get AppExchange solutions, Erin Wright: That's so a knowing nod and a heap D&B Optimizer and Conga funny. In my notes I have of sympathy. And yet, the Contracts, respectively, can people, process, and next day, the next week, or improve the way people technology too. So we even the next year won’t work day in and day out. have a very similar thought bring about the necessary process on this. As senior change to do things better EDITOR’S NOTE: Questions leaders, it’s important to ERIN WRIGHT and smarter. All this comes and responses have been provide the tools and the Sr. Director of Marketing at a cost of depressed edited for clarity. information that workers Global Alliances, employee morale and need to be empowered Dun & Bradstreet How Technology Improves Employee Productivity increased inefficiencies, How can senior leadership to make those good which often have myriad encourage employees to decisions. BY ANDREW GOTHELF • ILLUSTRATIONS BY RON LIM downstream effects on work smarter? customer happiness and, Ultimately, we think about ultimately, revenue. Doug Rybacki: I always the speed of the sales think about this from process, how to speed It doesn’t have to be three key angles: people, things to market. That can this way. Companies can process, and technology. translate into things like change the way their It’s a value pyramid, improving your employee DOUG RYBACKI employees work. They can with people at the top, experience, having a really Chief Product Officer, Conga improve their response to process in the middle, and good set of data to rely on, inefficiencies by thinking technology at the base. a good use of Salesforce – about how they can and all of those workflows help their employees If you have sales reps that that originate from that work smarter. This can continually hit their quota lead to improved customer come from the way – when not everyone does satisfaction. So I think management leads and – let’s learn from those the people, process, and treats employees. Or from people what they’re doing technology are important. technology brought in to differently and use what remove roadblocks and we learn to teach others. How do you convey to employees that working inefficiencies. Then I also like to find the innovators – people who smarter is empowering? To understand how are willing to go and try Erin: leadership can encourage stuff and figure it out. It all comes down to employees to work context and trust. If you smarter, and the ways Find a small group of give teams the information AppExchange solutions can people inside of a bigger they need to make good help, I had a wide-ranging part of the organization – decisions, and teach them conversation with Erin two to five people – who to interpret the findings Wright, Senior Director of will take that opportunity using technology, and trust Marketing, Global Alliances to go and explore some the employees to make at Dun & Bradstreet, new innovation and work those right decisions, and Doug Rybacki, out the kinks. Learn how you’re headed in the right Chief Product Officer at it should really work – direction. Conga. In addition to optimize it – so we learn their thoughts on smarter how to deploy to the workplaces, they also broader organization. hit on how their own 16 THE EXCHANGE FALL 2018 FFAALLLL 20 201188 THETHE EXCHANGE EXCHANGE 1717
At Dun & Bradstreet, we number of times you that they’re on? Are “ If you give teams the information they need to make like to say, “We drink pick up the phone or they motivated by the good decisions and trust the employees to make the our own champagne.” email someone to make adventure that we’re We use our data insights a sale happen. You just taking? right decisions, you're headed in the right direction.” internally to help inform never know what the ERIN WRIGHT Senior Director of Marketing, Global Alliances, Dun & Bradstreet our decision-making ramifications are for a I think about this for both process across our lines technology that shows it’s our own purposes as a that are true today that will to get rid of that paper- somewhere along the sales of business between and successful, that shows it company and then our probably still be true going based process for all their structure or within the among our partnerships works. customers driving the forward. Businesses run on inefficiencies. But the notion buying journey. and throughout the adoption of one of the structured data. But it really that your data is trapped in organization, and to make Doug: I believe in some initiatives where they’re only represents about 10% your documents should start There’s a quote that comes sure all of the teams similar themes. I ran across using our products. of the data that companies to devolve. from one of our data we interact with – all of the concept of “Mastery, Oftentimes, when we’re actually use to manage their scientists, Dr. Anthony the lines of business, all Autonomy, and Purpose” trying to drive change in businesses. There’s 90% of We see AI and new Scriffignano, who leads the workers – have the and how employees reach the organization, nothing data stuck in documents, technology and the our team of data scientists information they need in their most productivity. If works quite as well as emails, and other files. expanding modes of toward different ways at order to achieve their goals we think about mastery, having a senior manager communication as ways to looking at data and different and objectives. They’re they understand the at an executive level say, Part of our AI focus is help us be more effective ways to describe the data smart about the activities context in which they’re “This is really important. helping to leverage what and efficient at how we journey that we’re all on. I they choose to spend their working so they can be Here’s why it’s important. is in those unstructured conduct those processes think that he’d agree that time on. efficient with their work. Here’s how it’s going to formats to bring structure within our business and the rate of data change and They don’t have to go and drive our business. Here’s and analytics against it, across our business volume is going to continue How do you feel trust gets research a bunch of things how it’s going to help so that we can be better partners, whether they be to increase. And the established? What sorts in order to get their job our customers. Here’s informed about the valuable customers or supply chain advancements in technology of things can you do? done. how it’s going to help our information in those files. partners or employees. will also improve rapidly employees.” Digital documents are over the following years. Erin: I think it’s just Autonomy means they going to still be part of Erin: I agree. I think it’s through sharing best understand the rules by Erin: I like that. You our life. Paper documents, interesting that as the My favorite quote of his is, practices and sharing which they’re supposed make it personal for your unfortunately, will still be cost of storing data and “There’s never going to be a success when you do to work. For example, employees too. Make it part of our life. computing power increases, substitute for understanding have a new technology. our engineering team relevant to their area of there’s less of a reason to the problems, for humans Every new piece of understands our software focus so they understand I like to tease my team that have things locked up on to continue to advance the technology you bring development lifecycle and what their role is as part of I’m allergic to paper as well paper. It’s easy to track art. The machine can help into an organization will how we plan and execute, the larger strategy. as strawberries and cooked digitally and all of the data convince the art. But for the expose something new how we do testing, how bell peppers. We want points have relevance foreseeable future, I think that someone hadn’t really we do information security How do you think the thought of. You just never reviews. If they’re very workplace will change know what the technology good at that, they’re going with new technologies? is going to reveal. to be efficient as well. That Doug: goes to the same notions We are both so It could be an improved we just talked about. focused on data and how way of going to market, an it helps our customers’ improved sales technique, Then, lastly, is purpose. processes. There are an optimization of the What is the mission some interesting things 18 THE EXCHANGE FALL 2018 FALL 2018 THE EXCHANGE 19
At Dun & Bradstreet, we number of times you that they’re on? Are “ If you give teams the information they need to make like to say, “We drink pick up the phone or they motivated by the good decisions and trust the employees to make the our own champagne.” email someone to make adventure that we’re We use our data insights a sale happen. You just taking? right decisions, you're headed in the right direction.” internally to help inform never know what the ERIN WRIGHT Senior Director of Marketing, Global Alliances, Dun & Bradstreet our decision-making ramifications are for a I think about this for both process across our lines technology that shows it’s our own purposes as a that are true today that will to get rid of that paper- somewhere along the sales of business between and successful, that shows it company and then our probably still be true going based process for all their structure or within the among our partnerships works. customers driving the forward. Businesses run on inefficiencies. But the notion buying journey. and throughout the adoption of one of the structured data. But it really that your data is trapped in organization, and to make Doug: I believe in some initiatives where they’re only represents about 10% your documents should start There’s a quote that comes sure all of the teams similar themes. I ran across using our products. of the data that companies to devolve. from one of our data we interact with – all of the concept of “Mastery, Oftentimes, when we’re actually use to manage their scientists, Dr. Anthony the lines of business, all Autonomy, and Purpose” trying to drive change in businesses. There’s 90% of We see AI and new Scriffignano, who leads the workers – have the and how employees reach the organization, nothing data stuck in documents, technology and the our team of data scientists information they need in their most productivity. If works quite as well as emails, and other files. expanding modes of toward different ways at order to achieve their goals we think about mastery, having a senior manager communication as ways to looking at data and different and objectives. They’re they understand the at an executive level say, Part of our AI focus is help us be more effective ways to describe the data smart about the activities context in which they’re “This is really important. helping to leverage what and efficient at how we journey that we’re all on. I they choose to spend their working so they can be Here’s why it’s important. is in those unstructured conduct those processes think that he’d agree that time on. efficient with their work. Here’s how it’s going to formats to bring structure within our business and the rate of data change and They don’t have to go and drive our business. Here’s and analytics against it, across our business volume is going to continue How do you feel trust gets research a bunch of things how it’s going to help so that we can be better partners, whether they be to increase. And the established? What sorts in order to get their job our customers. Here’s informed about the valuable customers or supply chain advancements in technology of things can you do? done. how it’s going to help our information in those files. partners or employees. will also improve rapidly employees.” Digital documents are over the following years. Erin: I think it’s just Autonomy means they going to still be part of Erin: I agree. I think it’s through sharing best understand the rules by Erin: I like that. You our life. Paper documents, interesting that as the My favorite quote of his is, practices and sharing which they’re supposed make it personal for your unfortunately, will still be cost of storing data and “There’s never going to be a success when you do to work. For example, employees too. Make it part of our life. computing power increases, substitute for understanding have a new technology. our engineering team relevant to their area of there’s less of a reason to the problems, for humans Every new piece of understands our software focus so they understand I like to tease my team that have things locked up on to continue to advance the technology you bring development lifecycle and what their role is as part of I’m allergic to paper as well paper. It’s easy to track art. The machine can help into an organization will how we plan and execute, the larger strategy. as strawberries and cooked digitally and all of the data convince the art. But for the expose something new how we do testing, how bell peppers. We want points have relevance foreseeable future, I think that someone hadn’t really we do information security How do you think the thought of. You just never reviews. If they’re very workplace will change know what the technology good at that, they’re going with new technologies? is going to reveal. to be efficient as well. That Doug: goes to the same notions We are both so It could be an improved we just talked about. focused on data and how way of going to market, an it helps our customers’ improved sales technique, Then, lastly, is purpose. processes. There are an optimization of the What is the mission some interesting things 18 THE EXCHANGE FALL 2018 FALL 2018 THE EXCHANGE 19
we will still get to conduct react to them differently. don’t catch them early. without the sales rep having Erin: We’re providing a have something as simple the orchestra.” And that’s Some fall in love with Finally, it helps from a data to exercise a lot of effort and verified set of business as customer names spelled really at the heart of Dun them. Others say, “I hate governance perspective, at thought to remembering information that can fuel wrong or suggest a solution & Bradstreet’s thinking that thing.” It will happen the basic level, to reduce how to do that, how to get better processes within that’s a mismatch with around the future and here too. duplicate accounts. the version and format Salesforce. And if that rolls their business focus. That our role in helping our right, and how to import the over into Conga Contracts, could really slow down customers get where they How do your AppExchange Doug: With Conga, there data. You just click a button that’s great. It’s all about negotiations. need to go. solutions help people are some interesting tie- and it generates the right the foundational data. If work smarter? ins to what we just heard. type of document. In the you’ve got a mistake in Doug: Absolutely. Doug: That’s a nice quote. Conga Contracts helps next part of the process, we your core data, that’s just I like that. Erin: It’s in everything we leverage a bunch of that deliver that document for going to multiply as you Thank you both for do, really. If you look at data we just heard about the next phase of document move along the process. your insights into How do you think the D&B Optimizer, the Dun getting into the system to consumption of the It would be horrible, I’m working smarter. I really broader public will & Bradstreet business be ingested by Salesforce business process, typically sure you’d agree, Doug, to appreciate it. ultimately come to view information that flows and made use of by the negotiation and signature. send a contract out and artificial intelligence? into the customer’s salesperson. If we think Salesforce instance helps about the life of a deal, “ We see AI, new technology, and the Erin: You see leaders and to accelerate sales by we’re typically putting laggards in every segment offering continuous data together a proposal that expanding modes of communication as of business. So I think hygiene, enriching data in starts to indicate here’s ways to help us be more efficient within you’re going to get a broad real time, and improving what we are trying to sell our business and with our partners.” response. Some are going the ability for analysis, you. A quote oftentimes to shrug and think, “Well, data visualization, and will have the details of that DOUG RYBACKI Chief Product Officer, Conga that’s great. If it improves reporting. That’s just the quote with the quantities my operational efficiency, high level. and price and so forth. I’m all for it.” Others are There are usually terms going to resent it a little bit. But what it really looks and conditions in there I think it runs the gamut. like in practice is allowing and oftentimes they’re The early adopters are the sellers to use corporate supported by either a ones who are visionaries, hierarchies to identify master subscription or the risk takers, the ones cross-sell and upsell master services agreement. who want to move fast opportunities. It provides and break things. And the information needed for The Conga Contracts that’s really going to be teams to properly segment application lets you create interesting to see their accounts for a variety of that set of documents from reaction as this type of needs – from accurate the data – hopefully, really technology takes over. account prioritization to good data – based on the territory management business rules inherent in Doug: I have a similar and alignment. You can how that document gets point of view. I liken it to increase sales productivity created and the attributes people throughout society and improve data quality of the deal. essentially have a budding by reducing manual data relationship with new entry for key account The customer will technologies as they get details. Typos are things automatically create the introduced. And people that pay forward if you right type of document, 20 THE EXCHANGE FALL 2018 FALL 2018 THE EXCHANGE 21
we will still get to conduct react to them differently. don’t catch them early. without the sales rep having Erin: We’re providing a have something as simple the orchestra.” And that’s Some fall in love with Finally, it helps from a data to exercise a lot of effort and verified set of business as customer names spelled really at the heart of Dun them. Others say, “I hate governance perspective, at thought to remembering information that can fuel wrong or suggest a solution & Bradstreet’s thinking that thing.” It will happen the basic level, to reduce how to do that, how to get better processes within that’s a mismatch with around the future and here too. duplicate accounts. the version and format Salesforce. And if that rolls their business focus. That our role in helping our right, and how to import the over into Conga Contracts, could really slow down customers get where they How do your AppExchange Doug: With Conga, there data. You just click a button that’s great. It’s all about negotiations. need to go. solutions help people are some interesting tie- and it generates the right the foundational data. If work smarter? ins to what we just heard. type of document. In the you’ve got a mistake in Doug: Absolutely. Doug: That’s a nice quote. Conga Contracts helps next part of the process, we your core data, that’s just I like that. Erin: It’s in everything we leverage a bunch of that deliver that document for going to multiply as you Thank you both for do, really. If you look at data we just heard about the next phase of document move along the process. your insights into How do you think the D&B Optimizer, the Dun getting into the system to consumption of the It would be horrible, I’m working smarter. I really broader public will & Bradstreet business be ingested by Salesforce business process, typically sure you’d agree, Doug, to appreciate it. ultimately come to view information that flows and made use of by the negotiation and signature. send a contract out and artificial intelligence? into the customer’s salesperson. If we think Salesforce instance helps about the life of a deal, “ We see AI, new technology, and the Erin: You see leaders and to accelerate sales by we’re typically putting laggards in every segment offering continuous data together a proposal that expanding modes of communication as of business. So I think hygiene, enriching data in starts to indicate here’s ways to help us be more efficient within you’re going to get a broad real time, and improving what we are trying to sell our business and with our partners.” response. Some are going the ability for analysis, you. A quote oftentimes to shrug and think, “Well, data visualization, and will have the details of that DOUG RYBACKI Chief Product Officer, Conga that’s great. If it improves reporting. That’s just the quote with the quantities my operational efficiency, high level. and price and so forth. I’m all for it.” Others are There are usually terms going to resent it a little bit. But what it really looks and conditions in there I think it runs the gamut. like in practice is allowing and oftentimes they’re The early adopters are the sellers to use corporate supported by either a ones who are visionaries, hierarchies to identify master subscription or the risk takers, the ones cross-sell and upsell master services agreement. who want to move fast opportunities. It provides and break things. And the information needed for The Conga Contracts that’s really going to be teams to properly segment application lets you create interesting to see their accounts for a variety of that set of documents from reaction as this type of needs – from accurate the data – hopefully, really technology takes over. account prioritization to good data – based on the territory management business rules inherent in Doug: I have a similar and alignment. You can how that document gets point of view. I liken it to increase sales productivity created and the attributes people throughout society and improve data quality of the deal. essentially have a budding by reducing manual data relationship with new entry for key account The customer will technologies as they get details. Typos are things automatically create the introduced. And people that pay forward if you right type of document, 20 THE EXCHANGE FALL 2018 FALL 2018 THE EXCHANGE 21
CUSTOMER FUN & games reviews Can You Spot the Differences? Appy and her pals are hiking to the lake to enjoy a day of rowing and frolicking. Nine things changed between the top and bottom images. Can you find them all? The answers are on page 24. and thankful we have lost a report two years OwnBackup.” ago. Restored it! The idea KELLY GILES that I have access to stuff ACCOUNTING SEED deleted years ago makes cleanup in our ORG so Run accounting and CRM on one platform. much easier.” CONGA CONTRACTS TROY CENTER “Accounting Seed gives us the ability to be fully Reduce risk and accelerate integrated. We now have contract negotiations. billings generated straight “This integration has OSF UNIFY from orders entered the potential to change COMMERCE either online or by our the way our customers Integrate Commerce, Sales, sales staff.” view us, as well as our CHRIS LOVERDE efficiency. Contracts Service, and Community facilitated in one location Clouds. from start to finish will “Our teams get full access to recent and relevant ” also give us better data. JACQUELYNNE MCCLELLAND customer data secured OWNBACKUP from all our channels. Back up, recover, replicate, We anticipate exciting changes in our workflow, and manage your data. as well as improved SPANNING BACKUP “No more weekly customer experience.” Protect and restore your SEAN MANNERS exports now that our Salesforce data. data AND metadata are automatically backed up. “We lost an invoice last EDITOR’S NOTE: Reviews were Love the peace of mind month. Restored it! We edited for clarity and length. 22 THE EXCHANGE FALL 2018 FALL 2018 THE EXCHANGE 23 1. There’s a bush behind Appy 2. Appy’s backpack is different color 3. The spots on Appy’s arms have changed 4. Rock in lake is different 5. Reflection of boat is missing 6. Boat’s colors are reversed 7. Hootie’s wings are in a different position 8. Astro’s walking stick is rotated 9. Woman’s boots are different color 1. There’s a bush behind Appy 2. Appy’s backpack is different color 3. The spots on Appy’s arms have changed 4. Rock in lake is different 5. Reflection of boat is missing 6. Boat’s colors are reversed 7. Hootie’s wings are in a different position 8. Astro’s walking stick is rotated 9. Woman’s boots are different color
CUSTOMER FUN & games reviews Can You Spot the Differences? Appy and her pals are hiking to the lake to enjoy a day of rowing and frolicking. Nine things changed between the top and bottom images. Can you find them all? The answers are on page 24. and thankful we have lost a report two years OwnBackup.” ago. Restored it! The idea KELLY GILES that I have access to stuff ACCOUNTING SEED deleted years ago makes cleanup in our ORG so Run accounting and CRM on one platform. much easier.” CONGA CONTRACTS TROY CENTER “Accounting Seed gives us the ability to be fully Reduce risk and accelerate integrated. We now have contract negotiations. billings generated straight “This integration has OSF UNIFY from orders entered the potential to change COMMERCE either online or by our the way our customers Integrate Commerce, Sales, sales staff.” view us, as well as our CHRIS LOVERDE efficiency. Contracts Service, and Community facilitated in one location Clouds. from start to finish will “Our teams get full access to recent and relevant ” also give us better data. JACQUELYNNE MCCLELLAND customer data secured OWNBACKUP from all our channels. Back up, recover, replicate, We anticipate exciting changes in our workflow, and manage your data. as well as improved SPANNING BACKUP “No more weekly customer experience.” Protect and restore your SEAN MANNERS exports now that our Salesforce data. data AND metadata are automatically backed up. “We lost an invoice last EDITOR’S NOTE: Reviews were Love the peace of mind month. Restored it! We edited for clarity and length. 22 THE EXCHANGE FALL 2018 FALL 2018 THE EXCHANGE 23 1. There’s a bush behind Appy 2. Appy’s backpack is different color 3. The spots on Appy’s arms have changed 4. Rock in lake is different 5. Reflection of boat is missing 6. Boat’s colors are reversed 7. Hootie’s wings are in a different position 8. Astro’s walking stick is rotated 9. Woman’s boots are different color 1. There’s a bush behind Appy 2. Appy’s backpack is different color 3. The spots on Appy’s arms have changed 4. Rock in lake is different 5. Reflection of boat is missing 6. Boat’s colors are reversed 7. Hootie’s wings are in a different position 8. Astro’s walking stick is rotated 9. Woman’s boots are different color
WHERE IN THE WORLD IS THE TAIL end appy? Don’t take our word for it. Read what Trailblazers like you recommend. Who knows better than the actual users of these apps? Our app guides — recommended by the users themselves — can jumpstart your search for the right app in sales, service, manufacturing, marketing, integration, the back office, and Salesforce Labs. Know the answer? TWEET #APPYADVENTURES BUILT BY SALESFORCE EMPLOYEES • FREE • RECOMMENDED BY OUR CUSTOMERS P GUIDE # AP 4 ✤✁✜✂✄ SALESFORCE ✤✁✜✂✄ SALESFORCE S S ✙✙☎☎☎☎ LABS ASRECOMMENDEDBYOURCUSTOMERS LABS APPS APPS Tell us where she is at #AppyAdventures and we’ll feature your answer in lots of social media. You’ll be a rock star. Got an idea for the next Where in the World Is Appy? Send us your photo of Appy in a not-so-obvi- ous destination at #AppyAdventures and you might be featured in the next issue of The Exchange. GUIDE PP # A 6 Answers to previous page: As recommended by our customers and us. 1. There’s a bush behind Appy 2. Appy’s backpack is different color 3. The spots on Appy’s arms have changed 4. Rock in lake is different 5. Reflection of boat is missing 6. Boat’s colors are reversed 7. Hootie’s wings are in As recommended by our customers. a different position 8. Astro’s walking stick is rotated 9. Woman’s boots are different color Download them all at bit.ly/appguides 24 THE EXCHANGE FALL 2018
WHERE IN THE WORLD IS THE TAIL end appy? Don’t take our word for it. Read what Trailblazers like you recommend. Who knows better than the actual users of these apps? Our app guides — recommended by the users themselves — can jumpstart your search for the right app in sales, service, manufacturing, marketing, integration, the back office, and Salesforce Labs. Know the answer? TWEET #APPYADVENTURES BUILT BY SALESFORCE EMPLOYEES • FREE • RECOMMENDED BY OUR CUSTOMERS P GUIDE # AP 4 ✤✁✜✂✄ SALESFORCE ✤✁✜✂✄ SALESFORCE S S ✙✙☎☎☎☎ LABS ASRECOMMENDEDBYOURCUSTOMERS LABS APPS APPS Tell us where she is at #AppyAdventures and we’ll feature your answer in lots of social media. You’ll be a rock star. Got an idea for the next Where in the World Is Appy? Send us your photo of Appy in a not-so-obvi- ous destination at #AppyAdventures and you might be featured in the next issue of The Exchange. GUIDE PP # A 6 Answers to previous page: As recommended by our customers and us. 1. There’s a bush behind Appy 2. Appy’s backpack is different color 3. The spots on Appy’s arms have changed 4. Rock in lake is different 5. Reflection of boat is missing 6. Boat’s colors are reversed 7. Hootie’s wings are in As recommended by our customers. a different position 8. Astro’s walking stick is rotated 9. Woman’s boots are different color Download them all at bit.ly/appguides 24 THE EXCHANGE FALL 2018
Look what Appy’s cooked up for next year. Set a reminder. Sign up now to get our 2019 AppExchange Recipe Calendar. It’s 12 months of amazing dishes dreamt up by the best chefs in the world: you. We’ve collected a few of our Ohana’s most creative recipes and we’re sharing them with the world. This calendar is also filled with all the latest apps. Not just appetizers, real apps from AppExchange. Perfect to keep your business up-to-date. Just visit the link below and make sure we save a date for you. bit.ly/appy2019