CLIENTSFIRST. Salesforce CRM IMPROVE EFFICIENCY AND MAXIMIZE PROFITABILITY

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Lee Horton
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1 CLIENTSFIRST Salesforce CRM IMPROVE EFFICIENCY AND MAXIMIZE PROFITABILITY

2 Helping you manage client relationships and build your business Today s investors are more sophisticated and require individual attention and superior service. This increases the demands on your practice and impacts how you manage and grow your business. To address this, the AdvisorFirst program was created to provide you with a focused set of resources to help you prepare for effective business building, create successful client relationships and produce more revenue to grow and sustain your practice. Salesforce CRM (customer relationship management) solution is the latest AdvisorFirst enhancement. Aligned with the AdvisorFirst mission, Salesforce CRM provides you with tools to help you significantly improve your client management and office efficiency, while maximizing profitability.

3 The industry leader in customer relationship management solutions Through the partnership of salesforce.com and LPL Financial, you have access to an industry-leading customer relationship management (CRM) solution that is designed and customized for both independent and institution advisors. This new solution provides you with numerous tools to improve efficiency and productivity, review and analyze profitability, manage your client relationships, and establish and manage contact lists. ACCESS YOUR CRM DIRECTLY FROM BRANCHNET Client Acquisition and Management Tools Salesforce CRM provides a complete, 360-degree view of clients and prospects that combines a robust client profile built for advisors with best-in-class activity management capabilities. Integration with BranchNet Seamless integration between BranchNet and Salesforce CRM enables you to see important financial information in a single application and in context with relationship and activity information. Streamlined Practice Management Techniques via Salesforce CRM Workflow Salesforce CRM s built-in workflow engine enables you to streamline important activities, such as client reviews, based on client segmentation and automated reminders making it easy to systematize important business processes. Relationship Groups and Households View Salesforce CRM gives you the ability to create an aggregate view of households on a single screen so you can see the activity of an individual, family or group, along with supporting roles, such as accountants or attorneys. Advisor Team Collaboration Advisors are increasingly partnering and collaborating with specialists and other advisors to provide superior client service. Salesforce CRM provides the tools necessary for advisors to effectively work together. You can access team calendars, task assignments and shared document libraries, which can be integrated with Outlook or Lotus Notes, and are available on your mobile devices. Easy Analytics With Reports and Dashboards More than 100 reports and dashboards provide you with insight into key performance measures and activities. These reports and dashboards are easily customized or can be created from scratch to fit the unique needs of your practice. 1

4 About salesforce.com SUCCESS METRICS FOR SALESFORCE.COM CUSTOMERS Improvement in time spent on productive activities Reduction in time spent on generating reports Increase in the leads generated through marketing campaigns Increase in total volume of sales leads 31% 51% 35% 31% Improvement in top-line revenue 22% * Source: Salesforce.com Customer Relationship Survey conducted between June 2009 and March 2010 by MarketTools Inc, an independent third-party. More than 1,100 randomly selected business executives/project sponsors and system administrators from all size companies worldwide participated in the survey. Salesforce.com is the enterprise cloud computing company. It has revolutionized the way companies collaborate and communicate with their customers. The company s strength derives from its innovative real-time applications that provide salesforce.com customers from individuals to Fortune 500 companies with powerful benefits. Salesforce.com brings you value: No hardware or software to install or maintain Convenient access from anywhere you have computer or mobile device connection to the internet Ease of use through intuitive software and features like powerful customization and wizards Automatic upgrades three times a year to ensure that your service improves over time Solid architecture that puts the same technology used by the world s largest firms in your hands 2 SALESFORCE CRM

5 Robust capabilities integrated with BranchNet With Salesforce CRM, you can transfer client contact information from BranchNet into your CRM database to manage and monitor all activity in one place. Nightly updates ensure that any changes to client information made in BranchNet are automatically updated in Salesforce CRM. BranchNet Client Groups Salesforce CRM Manage and monitor all client activity in one place Client Name, Address Account I.D. Account Value Web-based platform accessible online and via Blackberry, Windows Mobile and iphones provides client service from anywhere at any time Increase efficiency of service, marketing and prospecting processes through automation of client activities Generate reports to analyze effectiveness of client activities and the impact to account holdings and business growth Salesforce CRM is available to clients clearing on the LPL Financial platform only. 3

6 Analytics with reporting and custom dashboards Review and measure your overall business performance by generating real-time data reports, and view the information most important to you at a glance with custom dashboards. Salesforce CRM offers more than 100 built-in reports, enabling you to build reports from scratch and modify existing reports to make them your own. Types of reports include: Client reports that can group clients by status, rating, type and lead source. Financial accounts reports and holdings reports that provide date on values by account type, top clients and new accounts opened for the year. Activity management reports that provide data on opened and completed tasks and appointments, events, activities completed each month by user, calls made and scheduled, and activity history by client group and type. Sales, leads and campaign reports by client, lead source, lead status and lead history. Conduct campaign return-on-investment analysis to measure how each of your campaigns is performing. Administrative reports to measure usage of the tools, detect active users and identify documents available in the documents library. Custom dashboards The dashboards are designed to help you understand important aspects of your business. They provide a visual representation of your reports and a quick way to measure key performance metrics important to you. You can build custom dashboards to measure trends and track progress against business objectives. 4 SALESFORCE CRM

7 CUSTOM DASHBOARDS Dashboards provide a quick way to measure key performance metrics important to you. 5

8 Premier support DELIVER WORLD-CLASS CUSTOMER SERVICE With the ability to profile and segment your client base and create a client service model, Salesforce CRM frees up time for you to develop stronger client relationships and improve wallet share. Customer activity management made easy Leverage the best-in-class activity management capabilities to systemize all client communications and track completion to ensure repeated touches on a regular basis. You can set up auto reminders for client reviews, birthdays and anniversaries to ensure you are maximizing your client relationships. Premier advisor support LPL Financial advisors who sign up for Salesforce CRM integrated with BranchNet receive the highest level of support available by salesforce.com s Premier Support customer service representatives. Premier Support is designed to provide maximum value, a collaborative partnership and personalized service. Support includes: A toll-free, priority-queued phone line 24/7 live phone support A two-business-hour response time Additionally, offices with 50 or more users will enjoy the following benefits: Assigned Premier Support Representative: a designated service professional who knows and speaks with you regularly Periodic health checks to review and provide guidance on the most effective use of Salesforce CRM features 6 SALESFORCE CRM

9 Comprehensive education and training To get started in the most effective way possible, LPL Financial offers a full suite of training services and materials through the LPL Financial Learning Center, including: How-to Guide for converting BranchNet client data to Salesforce CRM Additional elearning Modules on key Salesforce CRM features that drive your productivity Getting Started with Salesforce CRM: This module helps you get comfortable navigating the system. It provides an overview of the key functionality to use for your contacts: - Leads and tasks - All the activities related to your clients and prospects - How to track leads from clients to prospects Reports and Dashboards: This module shows how easy it is to create powerful reports and customize your dashboard to track your success in meeting business and client service goals Special training for designated administrative users in small offices, large branches and institutions, including how to keep applications secure Series of webcasts hosted by salesforce.com: Look for the schedule and replays at AdvisorFirst section, Calendar of Events for Independent Advisor Services advisors, and at AdvisorFirst section for Institution Services advisors IMPROVE TIME SPENT ON PRODUCTIVE ACTIVITIES Systemize important business processes by creating workflows, assigning tasks and setting up auto reminders. For example, prepare and conduct client reviews in a consistent manner by: Implementing a process to customize your reviews without reinventing the wheel each time Delegating tasks that need to occur before, during and after each client review 7

10 Getting started ACCESS YOUR CRM DIRECTLY FROM BRANCHNET To get started: You can access the online application form directly from BranchNet Select the CRM symbol on the top navigation of BranchNet Complete the fields to activate the sign up process Complete and sign the SALESFORCE CRM Subscription Agreement and fax it to LPL Financial Order Fulfillment For Institution Services, please consult with the Program Manager in your bank or credit union before subscribing. Data integration support by third-party vendors If you require assistance converting your BranchNet client account data from your current CRM to Salesforce CRM, choose from a selection of integration providers recommended by LPL Financial that are fully trained on BranchNet and can perform the data integration for you. For contact information and a summary of service options and pricing, visit the BranchNet Resource Center Business Consulting Business Consulting Resources Salesforce CRM, or the AdvisorFirst section of the ClientsFirst website at for Independent Advisor Services advisors, and for Institution Services advisors. 8 SALESFORCE CRM

11 Discover the benefits of Salesforce CRM for your business. Independent Advisor Services advisors: Contact Technical Support at (800) , ext. 6357, or Institution Services advisors: Contact (866) , Option 2 for the Service Center and Technical Support, or techsupport@lpl.com. Premier Support for subscribed LPL Financial advisors: (866) , use your unique passcode provided following sign up. 9

12 Independent Advisor Services: Institution Services: Member FINRA/SIPC For broker/dealer use only. Not for use with the public. AF

ADVISORFIRST. Advisor Essentials AN EDUCATIONAL CURRICULUM DESIGNED TO ENHANCE EFFECTIVENESS. Course Catalog

ADVISORFIRST. Advisor Essentials AN EDUCATIONAL CURRICULUM DESIGNED TO ENHANCE EFFECTIVENESS. Course Catalog ADVISORFIRST Advisor Essentials AN EDUCATIONAL CURRICULUM DESIGNED TO ENHANCE EFFECTIVENESS Course Catalog Advisor Essentials LPL Financial understands the demands of running a successful practice. To