Location:  Wegmans Tastings "Champagne" Room - Pittsford, NY

See this link for directions:

http://www.wegmans.com/webapp/wcs/stores/servlet/StoreDetailView?langId=-1&storeId=10052&catalogId=10002&productId=347896

Main Topic:  Jodi Benz from CitiBank is tentatively planning on demonstrating how they have rolled out Salesforce.com mobile.

Agenda:  Networking starts at 7:45am and the meeting starts at 8:00am sharp.  Continental breakfast will be provided.  

7:45 – 8:00am Networking

8:00 – 8:10am Logistics/Action items – Mary Ann Novosel, Rick Gary

8:10 – 8:50am Introductions – new people

8:50 – 9:30am Main Topic:  Mobile – Jodi Benz

9:30 – 10:00am Instead of the monthly challenge, let’s have a roundtable about how Dreamforce went for those who attended.

Talk with you soon!

Mary Ann Novosel

Co-Chair Salesforce.com Rochester User Group

315-597-3315

Cell:  585-259-9451

Maryann.novosel@garlock.com

Hi everyone –

The poll results are in and 2/3 of you want a morning session.  Our meetings will now be held every two months starting at 7:45am and will be located at the Wegmans Pittsford store on Monroe Avenue in the Tastings “Champagne” room.  To get to the “Champagne” room, just go into the main entrance of the store and look for the signs for the Tastings’ rooms.  (Many thanks to Jeanine Thorpe from Salesforce.com for helping with this location!)

Main Topic:  Rick Gary has agreed to be our presenter.  He will be doing a demo on dashboards and analytics.  This is the same demo he will be doing at Dreamforce in November.

Note:  The next meeting will be on 12/17 at the same time and location.  We will make this our Christmas meeting and will do some special things such as gifts, etc.

Agenda:  Networking starts at 7:45am and the meeting starts at 8:00am sharp.  Continental breakfast will be provided.  

7:45 – 8:00am Networking

8:00 – 8:10am Logistics/Action items – Mary Ann Novosel, Rick Gary

8:10 – 8:50am Introductions – new people

8:50 – 9:20am Monthly Challenge:  Round table – anyone who wants to share a challenge they had this month and how they solved it

9:20 – 10:00am Main Topic:  Dashboards and Analytics – Rick Gary

For 2009 Dreamforce attendees, I have afinal list of the other Rochester user group  members who are attending.  See me if you want a copy. 

Finally, Martin Farrelly from Salesforce.com wanted to tell you about some events happening in Toronto this month:

Oct 13 - Cloud Force - https://www.salesforce.com/events/details/a1x300000004CVEAA2.jsp

Oct 14 - Admin 2 Hero (limited seating) - https://www.salesforce.com/form/event/Admin-to-Hero_Toronto.jsp?d=70130000000Et8N

Talk with you soon!

Mary Ann Novosel

Co-Chair Salesforce.com Rochester User Group

Hi everyone!  I am giving folks one more day to respond to my survey on whether we should have our meetings in the morning or the evening.  We are also going to start having the meetings every two months instead of monthly.  Our next meeting will be held on 10-22-09.  Our December meeting is tentatively scheduled for 12-17.

I should have more details in a few days on a location and a time for our next two meetings.

Mary Ann Novosel Co-Chair Salesforce.com Rochester UserGroup 315-597-3315 maryann.novosel@garlock.com

See Winter Release '10 information below from Kevin Sciolino - Senior Customer Service Manager at salesforce.com

To get a preview of features that will be included in the upcoming release, check out the IdeaExchange.  The Salesforce product marketing team asked that I not send the presentation deck I provided.  The resources below will provide the same content in a different format.  Please let me know if there is anything else I can help with.     

In addition, there are some additional resources:

http://www.salesforce.com/community/winter10/

Release Notes

Release Preview

Be sure to check out these recorded webinars from our Tech Talk Seriesdelivered last week:

Recorded Webinar: Cloud Apps Features

Recorded Webinar: Force.com Features

For additional recordings, here is short list of recorded features on our YouTubechannel:

Sandbox to Production

Dashboard Microscope

Bulk Loader

Real Time Quotes

Batch Code

I also encourage you to take part in the Pre-Release Programso that you have the opportunity to test out the new features in your Pre-Release org in advance of the actual release date.  Sandbox customers should be aware of the upgrade process and schedule for Winter '10.

In addition, you can attend free Winter '10 training eLearning style through our Learning Management System (LMS) available now! The course catalog can be found on our training website but here is the link:

https://salesforce.plateau.com/plateau/user/portal.do?siteID=us

Instructions:

1) Click on the appropriate direct link (above)

2) Login using the same login and password you use in the Salesforce app

4) Expand the Administrator courses and look for "ADM-250 Winter '10 Release Training: The Sales and Service Cloud" and "ADM-250 Winter '10 Release Training: The Custom Cloud" to register and "play" the class.

Note: It keeps track of where you left off if you don't have time to consume all the content in one sitting!

Lastly, check out the Winter '10 release dates on Trust.com.

Hi everyone –

We will be holding our meeting again at the Rochester Group.  Feel free to contact Marcia Olson from the Rochester Group for directions.  molson@rochgrp.com or (585) 281-4956.

I am still not able to find an affordable location.  I am just trying to eliminate some of the work involved with setting up the food, etc.  We are open for location ideas but must remember we are limited to $300/month spend.  Of course, if we get a vendor to sponsor us, they can help foot the bill.

Also, there has been some interest in having our meetings in the morning instead of the evening – say 8:15 to 9:45am.  We will poll the group next time to see if this is something we should consider.

Here is the agenda:

Networking starts at 4:15pm and the meeting starts at 4:30pm sharp.

Agenda:

4:15 – 4:30pm Networking

4:30 – 4:40pm Logistics/Action items – poll meeting time preference – mornings vs. evenings:  Mary Ann Novosel, Rick Gary

4:40 – 4:50pm Introductions – new people

4:50 – 5:20pm Monthly Challenge:  Round table – anyone who wants to share a challenge they had this month and how they solved it

5:20 – 6:00pm Winter Release with Kevin Sciolino from Salesforce.com

Talk with you soon!

Mary Ann Novosel

Co-Chair sfdc Rochester Usergroup

(315) 597-3315

maryann.novosel@garlock.com

Adam Kranitz from Avid, Inc  graciously offered to lead the social networking discussion during our last meeting.  It is his area of focus as the social media strategist for Avid Inc., a 2500 employee software/hardware manufacturer.  He manages their user community http://community.avid.com/  as well as their other social outreach programs such as http://wwwAvid.com/Facebook and http://www.Avid.com/Twitter. He currently leads the efforts to adopt SM corporate media guidelines and SM monitoring for brand reputation management and customer conversations. 

As promised, here are some notes from that meeting:

General Notes:

·        CRM is 1-sided – social media is 360 degrees – need to link the two

·        Determine if you need an open or closed forum

·        Transparency:  know what people are saying about your brand – be able to respond immediately.  Pay attention to the sentiment – is it positive or negative?

·        The next generation does not read newspaper or magazines – need to get on board with them using social media else run the risk of brand deterioration

·        Need to set the expectations up front of what the customer will get from your social media site – can’t be pie in the sky

·        Build communities that your customers are interested in – ask them what they want first

·        User group communities provide a space where your customers can share their passion around your product and help other customers be successful

·        Share of social media voice – what is your percentage compared to your competitors?

·        Determine what types of social media sites you want to build based on customer need (VOC), and then pick the appropriate tool such as Facebook, etc.  Don’t let the tool dictate what you want to present.

·        How do you quantify?  If implemented in customer support, compare social media time to reduced hours on the phone, etc.

·        Don’t need to develop a specific marketing plan for social media – instead include it as part of your marketing plan

·        Tie social media sites to email campaigns or new product launches

·        Use social media sites in lieu of focus groups to test customer response

Staffing/Governance:

·        Better off using your existing staff

·        Social media managers should include marketing, customer support, engineering – a team.  It should not be just one person’s job.

·        Bring your brightest employees to the customer

·        Develop a social media site around a product knowledge expert – max time needed:  1-2 hours week. Consider recruiting your best customers as experts/influencers.

·        Social media governance:  guidelines for employees – extension of the current corporate login in policy; consider document retention of RSS feeds

·        Develop workflow based on reoccurring questions/feeds and provide standard responses your employees can use

Hi all –

As decided in the meeting, we are moving our meetings to the 3^rd  Thursday of the month.  We will be holding our next Rochester User Group meeting on Thursday,

7-16-09 starting at 4:30pm.  Arrive early for networking.   We will try to stay on track with our agenda and start right at 4:30pm

Agenda:

4:30 – 4:40pm    Logistics/Action items:  Mary Ann Novosel

4:40 – 4:50pm    Introductions – new people

4:50 – 5:15pm    Monthly Challenge:  Round table – anyone who wants to share a challenge they had this month and how they solved it

5:15 – 6pm          Demos - Carestream – Data Loader; still open for another agenda item

We will be meeting at the Rochester Group’s facility located on Park Avenue.  Feel free to contact Marcia Olson from the Rochester Group for directions.  molson@rochgrp.com or (585) 281-4956.

Quick notes from the meeting held on 6-17-09:

·        Decided to change meeting time to 3^rd Thursday of month due to scheduling conflicts

·        Discussed changing agenda as listed above

·        Removing google group listing and only keeping the saleforce.com user group listing.  MA Novosel consolidated the two lists and put everyone in the sfdc user group site.

·        MA Novosel to review the blogging technology with ExactTarget which works with sfdc’s user group website

·        MA Novosel to work with Salesforce.com to understand how to properly utilize the user group website

·        Ron Willie and Tom Patios from VanDamme did a demo on their platform server showing us their procedure software and the basics of Visualforce

·        Scott VanAtta presented validation rules – attached preso for those who could not attend

Note:  If you have someone interested in joining, you can send me their contact info or they can fill out the form at this link:  http://usergroups.salesforce.com/rochester/

Thanks everyone.  Will be in touch during the month!

Mary Ann

This Meeting:

Theresa DeRycke from CRM Fusion on Data Thereapy

Next meeting:

January, 21st from 4-6:30 at the Rochester Group Headquarters.600 Park Avenue.

Topic: Google Groups demonstration and training and a possible demonstration of Snapshot and Dream Factory Utilities.

Meeting notes as scribed by Rod MacKenzie as follows:

The meeting began at 4:15 PM at the headquarters of the Rochester Group on Park Avenue.

Welcome to new user group members: Janet Mahoney (Paychex), Adam Kranitz (Avid), and Jim Papin (Qioptiq, spelled correctly)!

Rod MacKenzie, who never won anything in his life, won the raffle, a GPS.  What a super gift, in exchange for which taking minutes is no big deal!

Reminder that the User Group meets the third Wednesday of each month, kindly hosted by the Rochester Group.

==================================================================================================================

Today we were lucky to have Theresa DeRycke of CRMfusion Inc. speak to us, on the subject "Data Therapy."  Also, she provided tasty munchies, as well as nifty miniature tool kits which perhaps symbolize one of the things her company does well - fix data.

14 years ago Theresa worked at Salesforce.com, on various projects involving data cleanup.  While there, she became acquainted with a CRMfusion product called DemandTools.  Eventually she left to work for CRMfusion.  It has 8-10 employees, and about 2,500 customers.

==================================================================================================================

Start of Theresa's presentation.

DemandTools features:
- MassEffect (similar to SFDC Data Loader)
- De-duplication (includes ability to de-dupe custom objects and attachments)
- Tools for massaging phone numbers, stree addresses, and email addresses
- Discovery tool (compares external data to data already loaded into SFDC)
- Lead clean-up
- Re-assignment of Account ownership

PeopleImport features:
- Tool for importing Leads, Contacts, and Accounts
- Can stop duplicates from being imported into SFDC

DupeBlocker features:
- Stops users from being able to create duplicates in REAL time
- 100% Force.com native app

- Data cleansing is an art, not a science. For example, you (or your customer) have to answer these questions: What is a dupicate? In what scenarios do duplicates arise?  What is the business impact of duplicate data?  Even in this age of computers, manual review of possible duplicates is required.  Look for things like: Why are dupes being created in my SFDC org?

- Largest de-dupe she has done: 89,000 records

- Question: Is it possible to customize the product's de-duping rules?
- Answer: Some rules are built-in, e.g. "&" -> " and ".  But beware of creating rules such as "so" -> "south".  Also, in order to enable SFDC users to find Account names with which they're familiar, don't go overboard when converting Account names to their "legal" or "standard" form.

- Question: Advice on importing data into SFDC from other systems?
- Answer: Create a custom field on the Account (or whatever object you're importing into) which indicates which foreign system the data came from.  Then's it's readily identifiable if the need arises.

- Question: Who do you engage with when you undertake a clean-up for a customer?
- Answer: The best person is the one who "knows where they want the data to be," and how to get there.  Also, you should give a list of the proposed merges/duplicates to the customer and ask for verification.  Note that an IT-type person may be useful in the discussion - don't depend on only the end-user.

- Discussion: "Data Therapy"
Data cleansing is one of those things people never talk about, or take seriously, but needs to be done.  And it's not rocket science.

- Reminder: Even if you're not currently a CRMfusion customer, feel free to contact me for some initial guidance/wisdom.

- Question: What about Best Practices?  What are the real benefits of data cleansing?  What are the catalysts?
- Answer: The hardest part of data cleansing is deciding what you want DemandTools to do.  The tool itself is easy to use.  Go to www.crmfusion.com and download a demo.  FYI, it's no big deal to extend the demo period if it's required.

- Remark by Paychex: We use PeopleImport and DemandTools. De-duping is part of my daily routine, especially de-duping our sales reps' contact data. Can the feature "Find ID" be run by the Windows Task Scheduler?
- Reponse from Theresa: I will find out if the feature "Find ID" can be run by the Windows Task Scheduler

- Question: What is the business value of cleansing data?  How much time will I spend monitoring and cleaning data?
- Answer: One of my customers used to spend 9 days cleaning data, now that's dropped to 3 hours.  You (or your customer) really have to answer this question.  Basically, whatever data you put into SFDC is a candidate for monitoring and cleaning.  In addition, you have to decide whether you're getting any value from the data you're putting in!  Ongoing maintenance will always be required because so many different organizations and persons are able to share SFDC data or create Accounts. You can also consider turning off the ability to create Accounts.  Let only specific persons or groups create them.  But don't die if someone accidentally deletes an Account.  There's always the Recycle Bin or a backup.

- Question: Channels and SFDC Accounts: How to ensure correct visibility, and differentiate multiple sites?
- Answer: Using Dunn & Bradstreet to maintain corporate hierarchies is one solution. Or, have the right person (not necessarily a management person) make the right decision about Account merging and deleting.  Note that it's important to enable different views of account hierarchies.  But regardless of which approach you take, make sure that someone's "vision" about how to fix something can be correctly implemented.  When you (or your sales rep) proposes a data cleansing solution for your customer, make sure you understand what the customer wants to accomplish, whether you're using CRMfusion or any other tool.

- Question: Any overseas experience doing data cleansing?
- Answer: Spain and Australia.  Now I can see how many ways people have of saying "Missing value" or "Invalid data" in multiple languages!

- Remark: DemandTools requires a 32-bit operating system, won't work with 64-bit.

- Question: Can your products deal with double-byte (e.g., Chinese character) data?
- Response from Theresa: I will find out

- Final remark by Theresa: DemandTools is free for non-profits

End of Theresa's presentation.

=====================================================================================================

Closing dicussion

- Question: Has anyone been using Google User Groups to submit questions?
- Answer: One did, but never got an answer.  Rich Bilsback will bring some screen prints to the next meeting, to illustrate how to do this.

- Topic for future meeting: How to Use Google User Groups

- Topic for future meeting: Mobile.
- Remark: This is hot.  Sprint would like to host a meeting, though it wouldn't necessarily be from a SFDC perspective.
- Remark: Paychex is trying to steer users away from mobile, and toward VisualForce pages.
- Remark: Different carriers treat SFDC integration differently.  E.g., AT&T sells IPhones, which have their own SFDC integration.
- Remark: Theresa might contact one of her customers who did a DreamForce presentation about mobile, which may be of use to us

- Question: Does anyone use the off-line version of SFDC?
- Answer: Not on a regular basis.  One person uses it only when she anticipates her network not being available.
- Answer: Uses it only sporadically.  Unfavorable opinion.

- Question: I'd like to see better integration between Outlook and SFDC. Any news?
- Answer: Theresa satisfied with Outlook integration.  Recommends you check for latest version of Outlook Edition from time to time
- Answer: Outlook Edition is not bad, and is always getting better.

- Remark by Rick Gary: SFDC is not the best tool for analytics - SAP Business Objects is better, especially when it comes to integrating SFDC data with other systems' data.  SFDC dashboards and reports have become unmanageable.  Report management seems to be easier with BO.
- Related remark by Theresa: Try submitting an enhancement request to CRMfusion, requesting a SFDC Report Management tool.

- Question: How do people manage reports?
- Answer: Xerox stopped people from using the data server for reporting purposes, due to performance problems.  Reporting has been completely offloaded to its own server.

======================================================================================================

The meeting ended at 5:45 PM.

___________________________________________________________________________________

Thanks to Rod for taking such great notes! 

Sorry for taking so long to get any new posts.  We promise to do better in the future.

A number of us just returned from a very successful Dreamforce event.  That is if you exclude the Dell commercial in one of the keynotes.  There was great information and sharing.  We are planning to do a debrief of the conference and plan for new meetings at our next session on November 19th from 4pm to 6pm. 

Please note that our previous venue has closed, so we will have this meeting at the following address:

Rochester Group Headquarters

600 Park Avenue

http://www.rochgrp.com/

Directions:

They are close to the Museum of Science

From the East:

I-490 W toward Rochester

Take exit 19 for Culver Rd

Right on Culver

Left on Park

600 Park Ave is located on the right - immediately after the large public parking lot next to Wilson Farms.

You will see one of the large homes Park Ave is famous for. There is a black wrought iron gate in front. There is parking in the front and the back. Park anywhere and come in the front door.

From the West:

I-490 E toward Rochester

Take exit 19 for Culver Rd

Left on Culver

Left on Park

We look forward to seeing everyone next week.

Take care,

Rick and MaryAnn

Rochester, NY 14607-2998

585-271-1110 - phone 

We had a great turn-out for our kick-off meeting.  18 people attended, representing 11 companies. 

Our agenda covered the following:

• Welcome and General Announcements
• Introductions and review of each company represented
• Agreement on meeting expectations and future meeting logistics
• Future agenda and guest speaker ideas
• Lots of networking and discussion
  

Meeting notes and action items were sent to members for their review. 

We agreed that our meetings will be held on the third Wednesday of each Month from 4:00 to 6:00PM at Tasteology, 3400 Monroe Ave, Pittsford, NY (Across the street from Pittsford Plaza).   

The next meeting is scheduled for August 20th and I will send out a reminder prior to the meeting.

See you all then!

Rick