Clari for Overlay Teams - Driving Revenue Collaboration

I’ve worked with a few different customers over the past couple of months that were looking to see how they could drive collaboration between their core sales reps and their product overlay specialists, as well as hold their overlay specialists accountable for rolling up their forecast.   What Do Overlay Teams Look Like?For one customer, their overlay team was made up of sales reps from a recent acquisition. For another customer, their overlay team was spun up to support a new product rollout.  In both cases, the opportunities were owned by the core sales rep and could have multiple products attached with different product overlay specialists responsible for different products. What Are Your Goals?Ultimately, both of these customers wanted similar things for their overlay teams:   To allow their product overlay specialists to view and inspect their pipeline, even though many different core sales reps could own those opportunities.   To help their product overlay specialists collaborate with their core counterparts on deals   To set up the product overlay specialists so they can roll up their forecast for the products they are responsible for to drive accountability.   To provide analytics on the product overlay teams and the products they are supporting to help understand how different teams and products are performing.  How Can I Build This For My Overlay Teams?Both customers created user lookup fields on the Opportunity to identify the product specialist for that particular product. They had already been using Opportunity Product Line Items to track products on the opportunity. From there, we were able to implement a new mode that allowed us to query the Opportunity Product Line Items, filter on specific products based on Product Category/Product Family, and assign ownership based on the custom user lookup field on the Opportunity.   In addition, we created a new forecast tab to roll up a forecast just for their products with their targets to measure against. Here is an example of what it could look like:   Lastly, the new mode was configured in the Clari analytics modules so that the product overlay specialists could do the same type of analysis that their core counterparts do.   This is just one solution we’ve worked on for customers, but there are more that we have come across. Have you thought about other potential solutions for product overlay specialists in your organization?   Leave a comment about how you are tracking success for your overlay teams!

What am I forecasting compared to what Clari is calling?

Are we going to meet, beat, or miss on Revenue? This question is top of mind for every board member and C-suite exec.   If you’re in FP&A, Ops, or a Revenue leader, how do you pressure test your forecast? 🧠 Clari SVP Sales, Holly Procter ​​@Holly Procter), uses Pulse to see what the machine ⚙️ is calling and pressure tests against each projection detail:  While this is likely done multiple times in the quarter, we’re including it as part of a week nine recommendation to check “What am I forecasting compared to what Clari is calling?”  How often are you pressure-testing your forecast?

Pressure test your forecast

Forecasting is an art and a science. Clari can be your guiding light when entering in your prediction for success. There's a number of ways the platform can help drive predictability and precision in the roll up.  In this short video, I’ll take you through how to put your forecast together, inspecting the rollup to pressure test if the number is too conservative, or more bullish than it should be. 

When was the last time you checked your Capture settings?

If your organization has been using Capture for a while, checking the settings and looking at the logs periodically is a good idea. This will help you get the most out of your integration. The Capture settings panel has recently had some helpful additions that make tweaking and tuning your settings much more accessible. Some settings were previously only modified via your CSM or a support case, so you may not have even realized they existed!  I always begin by making sure Capture is not in Preview Mode and is writing back to the CRM. However, toggling this off and putting it in Preview Mode can be helpful when making settings changes to ensure that a tweak doesn’t have unintended effects that get written back to Salesforce! This can also be helpful when considering some of the other recommendations to come. Next, for contacts, I always want to look for contacts that could not be written back due to account matching issues. To do that, use the filters to find contacts with “No Match Found” in the status and “Multiple Matching Accounts” in the sub-status.  If you have a lot of contacts that have this status, we strongly recommend turning on Tiebreakers. This can be done by going to the “Actions” dropdown and choosing “Configure” Then, on the left, choose Matching Logic Settings and expand the Tiebreakers section.  I recommend enabling all of them, but at a minimum, choose at least one tiebreaker for the Accounts and enable the Opportunity tiebreaker. To choose the right tiebreaker for you, here are some details on how they function. The first account tiebreaker will add the contact to the account with the largest number of contacts with the matching email domain.  The second will add the contact to the account with the most recently updated opportunity.  If you enable both, it will try the top one first and fall back to the lower one in case of another tie. For the opportunity tiebreaker, the contact will be associated with the opportunity that has an existing contact role that matches an activity participantYou can try this out by turning on Preview Mode first, enabling the tiebreakers, and letting it run for a few days to see if the number of “Multiple Matching Accounts” decreases compared to having them off. You can also export the logs to Excel to compare them in the Actions menu. Once Preview Mode is turned off, Clari will retroactively update the prior contacts and activities for up to the last 6 months by default. If you have multiple roles in Clari and would like to capture activity from those teams, such as CSMs, BDRs, or SEs, you can also enable custom ownership. On the same page, expand the “Ownership Criteria” and enable Custom Account Owner, and add the ownership lookup field. You can also enable custom Opportunity ownership, include reps on the Account Team or the Opportunity Team.  Again, this can be tested first in Preview mode before committing to writing this information back to Salesforce. There are also similar settings for Activity that should be set similarly for best results. Toggle to Activity Logging to review and configure those if necessary.  Lastly, check your settings for converting leads to contacts. When enabled, if a contact captured by Clari does not match an existing CRM contact, we can also look for an existing lead record with a matching email address. If a matching lead is found, you have the option to automatically convert that matched lead to a contact and associate them with the correct account and opportunity. This will require an update to Salesforce to support this configuration option. The document attached to this post has more details on how to make those updates. To configure lead conversion, click on Advanced Settings and scroll down to those settings.  If you would like to include/exclude converting leads based on an SFDC Field value, the “Convert Leads Based on Salesforce values” can be enabled. The field name and value will also need to be configured.  You can also configure additional fields to be set when contacts being created. The fields can be configured with static values or values that are present on associated objects namely email, meeting, account and opportunity.  Those are the settings that I would check periodically but also keep Capture in mind if you know of any changes your team will be making in Salesforce related to Contacts, Ownership fields, or other objects that will impact Clari if changed. Also, remember to review these settings if you add new use cases or personas so you can always be sure you are capturing data from all of your teams.

How can I expand Autocapture to other roles and teams?

This is a question that comes up frequently and an area where autocapture has the functionality to add additional value. The out of the box default Autocapture configuration is configured to log activity (Emails and Meetings) and create contacts for the users assigned to the “Account Owner” field in SFDC; this typically would be the Sales Rep. To expand beyond just the Accout Owner, Autocapture offers additional functionality enabling different user types/roles to utilize I’ve outlined these Alternative Ownership options below:  Non-Ownership Mode Non-Ownership Mode allows customers to write back activity that takes place with accounts even when the Account owner is not present on the activity.  Non-Ownership Mode allows customers to track activity with different personas interacting with your customer/prospect accounts even when the account owner is not on the meeting invite or email thread.  This option is particularly valuable when users are not assigned to accounts or opportunities using a field.   Custom Ownership Mode This feature expands Autocapture to look at additional SFDC owner fields when running the matching logic (e.g. look at a custom SFDC ownership field when performing AC matching). This option is valuable when looking to expand Autocapture to additional roles/users, and those roles/users are assigned to Accounts and Opportunities using an SFDC field (e.g. customer success managers).  Custom Owners can be configured for Account and Opportunity matching.  Teams This feature will allow Autocapture to write back contacts/activity for anyone on the assigned team in SFDC that is communicating with the client (e.g. SEs).  SFDC Teams will need to be setup within Salesforce for the functionality to work. All members of the Teams will need to have their emails connected and activity sharing on.  Autocapture supports both Account and Opporutnity Teams.  If you're interested in exploring any of these alternative ownership modes, please reach to your CSM.

Understanding: "How does Clari's Matching Logic work in Autocapture?"

As customers start using Clari’s Autocapture feature, we have noticed there is a frequent question around how Clari defines the activities we capture automatically.Clari's Autocapture matching logic uses the following data points on the Activity and in the CRM to drive a match between a contact and the correct Account and Opportunity in your CRM:Domain Matching Ownership/Internal Participant Matching External Participant Matching Matching Tiebreakers (If enabled)Find more information on Autocapture’s Matching Logic here.If you have any questions, please reach out to your Customer Success Manager or Support for additional information.

Understanding Bounce Code for Email Deliverability

Not all bounced emails are the same. It’s important to understand what types of bounces are occurring within your organization so you can tackle accordingly. Did you know that Groove can write bounce reasons back into salesforce? Check out the help center article - Writing bounce codes into salesforce

Executing Your First Groove Flow

In this guide, we will cover how to action the following steps: Executing Flow Steps Executing Email Steps Executing Auto-Send Email Steps Executing Call Steps Creating a Salesforce Campaign from Your Flow  Executing the Actions from your Flow.You will be sending emails, logging calls, and completing tasks in what we call work steps in Flow. You'll know a step is due for action when the icon of the step turns Groove blue: Click on the blue icon with due actions to start emailing or calling your clients! For 'Send an Email' Steps:On our email workstep page is where you can customize and personalize each of the emails before sending them: When you're ready to send them out, you can: Send each email individually or you can send in bulk by clicking 'Send All' in the upper right-hand corner Schedule individual or all emails by checking the 🕛 (clock) icon next to the 'Send' and 'Send all' button Send only the first "x" amount of items in the list by typing in the number of emails you want to send from the list in batches. You can sort the columns by clicking on the header. This will determine the order by which the "first" records are found. Ex. Sorting by "name" will send the first 10 records in alphabetical order. For 'auto-send an email' steps:Automated email steps will automatically send your emails when your clients have reached that day in your step, and at the time that you've specified. However, you do have the option of sending out these emails early if you'd like to do so before they reach that day and time. If you click on the blue 'Active' text in a step, you can execute those actions early. In this case, you'd land on another email workstep page, where you can send out the emails before they would have gone out automatically. For 'Make a Call' Steps:Click into your Due actions to begin calling the people in this step. If you're not using Groove Dialer, you can make your call from your phone system, then fill out the Call Result and finally Log the call to move on to the next person on the list. If you are using Groove Dialer, you can call your clients directly from this screen, and also log those calls back to Salesforce. By clicking 'More' on the call log screen you'll see a few different options for how you want to proceed with your prospects in this step: Log and Pause person on this step until: this option allows you to specify a day until when you'd like to keep this person in that step. This is useful for when you tried calling a prospect, but didn't get ahold of them, so you'd like to keep them in the step and try calling again. Log and remove from Flow: this option is useful for when you did connect with your prospect and can continue the conversation with them outside of the flow (similar to automatically removing people who replied to your email steps). Log and move to another Flow: this option is useful for when your prospect asked you to call back in a few months, so you'd like to put them in another Flow, such as a Nurture Flow in which they'll get a touch a few weeks down the line. Mark as Complete (without Logging): this option will mark this person as having completed the step, but won't log a call for them in Salesforce. Skip this step: this option will move this person to the next step, if you would not like to call them. Skip all call steps: this option will have the person skip this step and all future call steps in the flow, so that they move through the Flow only on email, auto email, and other action steps. This is useful when you don't have a phone number for a prospect, but you'd still like to send them the emails in this Flow. Congrats on creating your first Flow and please let us know if you have any questions! For best results, we recommend that your Flows are around 7-12 touches spread across a couple of weeks. Create a Salesforce Campaign with Your FlowFor each flow you can create a campaign in Salesforce which will mirror the flow and all the people you add as campaign members or link to an existing Flow. That way you can take advantage of all the ROI features of Salesforce campaigns.​For instance, if you add a leads to an outreach Flow and some leads converts to an opportunity and some opportunities close, you can later report on the effectiveness of the Flow by looking at the ROI stats in the Salesforce campaign, such as:  Converted leads in Campaign Opportunities in Campaign Value Opportunities in Campaign Won Opportunities in Campaign Value Won Opportunities in Campaign Creating a Salesforce campaign requires extra permission in Salesforce. In order to grant a Salesforce user these permission, follow these steps:  Setup > Manage Users Find the user in the list and click Edit On the user details page, enable the option "Marketing User" Click Save Notice that you might have exceeded the number of Marketing User feature licenses in your org, so the checkbox might be grayed out.  What questions do you have about Groove Flow?

From SDR Commodity to Revenue Necessity: Why We Switched from Outreach to Groove

We switched from Outreach to Groove 18 months ago.Here were the main problems we were having:👻 The "shadow CRM"Outreach and other sales engagement solutions manage contact data outside of CRM platforms. This effectively creates a secondary CRM, which causes major compliance issues with the GDPR regulations of the world. It also creates major data sync issues between Outreach and CRM. Only about 60 to 70% of our activity data ever made its way back into CRM, so we had an incomplete sense of what people were doing and what was working. Ultimately, we couldn’t easily A/B test our outbound messaging, which was challenging and frustrating for our team.💔 Incomplete analyticsBecause of the activity and contact sync errors, I couldn't do any meaningful analysis on the revenue outcomes our team was driving. Yes, there are analytics built into Outreach, but most of the success criteria there have to do with call dispositions or meetings booked. That's useful, but ultimately is not what I am accountable for. What I need to analyze are pipeline and revenue. Outreach couldn't do that.🙅‍♂️ Broken SDR <> AE relationshipSadly, the AE adoption of Outreach was never super strong despite our training and enablement. The main reason: Outreach does not manifest in an AE's flow of work. It's yet another thing that they have to go out of their way to use. And when they did log in, they found the UI overly complex. Which means ... it didn't get used.———Spoiler alert: Groove solved all these things. More detail on the easy change management and high rep NPS in a post on Clari's blog.

Clari Admin Checklist

 Clari Admin Checklist 🥳 High-five & congratulations being a Clari Admin! The entire Clari team looks forward to partnering with you. Here are our suggested action items for you to ensure that you are equipped with all of the knowledge that you need to be a great Clari Admin for your organization. We’ve broken this down into 5 parts: Operating Rhythm, Required Courses, Common Admin Tasks, FAQs, and Best Practices.  Your Operating Rhythm ❏ If you are not already, ask to sit in on your company’s forecast call to see Clari in real time. Pro-Tip check out this article❏ With your CSM, confirm that you are listed as a Designated Support Contact (DSC) and walk through how to contact Support via the Support Portal. Clari's Support Portal (Submit a Support Ticket, get help 24/5)❏ Register in the Clari Community to collaborate with other Clari admins and experts. Click the Login button to register. Clari Community (Register for Events / Discover Best Practices)❏  Determine what current Clari enablement resources exist for your company. If they look old and outdated, take a look at Clari’s Knowledge Base to refresh your content. Here are a couple of packets to help you get started: Clari Enablement Resources & Train The Trainer Packets❏ Sign up for status updates by clicking the Subscribe to Updates button at https://clari.statuspage.io/.❏ Sign up for product release notes by clicking the Subscribe to Updates button at Clari Product Updates   Continue Your Clari Education ❏ Complete the Clari Fundamentals and Clari Studio Fundamentals courses in Clari University. After you complete the live or on demand courses, we suggest you take the Clari Admin Certification Exam. Clari University (Get module/user specific trainings & certifications)❏ Schedule a walkthrough of your current Clari environment with your Clari AM and CSM.❏ Now that you are familiar with your Clari setup. Make sure you complete the Clari Field Configuration course. Any questions you have or want to walk through adding a field in real time can be done on your cadence call. ❏ Review Ask Clari - How to Run Revenue With Clari Analytics Pro-Tips here. Feel free to send this out to your sales directors & managers. Common Tasks Performed By A Clari Admin  ❏ Uploading Quotas ❏ Provisioning Users ❏ Transitioning Sales Reps❏ Forecasting Opt In/Settings ❏ Guidelines for Deactivating Users & Revoking Access to Clari ❏ Saved View Management ❏ Dashboard Management ❏ Salesforce Changes that Impact Clari❏ Red Banner - Inaccessible Fields❏ Clari Studio❏ Hierarchy Management❏ How do I get the hierarchy in Clari to update?❏ How can I tell which filters are being applied to my Forecasting Columns (i.e. Commit, Upside, etc.)?❏ Activity Troubleshooting Basics Frequently Asked Questions From The Field ❏ How Does The Clari CRM Score Work ❏ Why can't I find the deal(s) that I'm looking for?❏ How to reconnect Salesforce account when getting error (Salesforce account is disconnected.)❏ Can I have a user be a Forecast Manager and an Individual Contributor?❏ When should I use Filters vs. Groups?❏ And More!Best Practices ❏ Steal all of our Clari Revenue Cadence Checklists here  ❏ Top 3 “Must Have” Dashboards + Tips for a Great Dashboard ❏ Fiscal Year Planning with Clari❏ Analytics Sprint CVA Quick Start – This is a great guide on how to name the saved views 😎❏ Pipeline Health & Hygiene Dashboards Guide  ❏ Tune-Up Playbook - External❏ Clari for CFOs ❏ Day in the Life of Clari’s CRO ❏ Day in the Life of Clari’s AVP of Enterprise Sales ❏ Day in the Life of Clari’s VP of Sales ❏ Day in the Life of Clari’s VP of Customer Success Final NoteKeep checking back or better yet, subscribe to this page. We will keep adding updates over time. Of course, feel free to respond below and let us know if you think we are missing something,Finally, special thanks to @Lizzie Rupp for creating this masterpiece.-----Your Clari Team

Field Config is here!

Field Config puts the power to configure your revenue platform in your hands, and although the workflows are pretty simple, it’s important to fully understand how Field Config works so you can set up Clari to run revenue your way and drive revenue precision for your unique teams. What can you do with Field Config? Add/Edit/Delete/Reorder the fields from CRM that are displayed in the Opportunities, Analytics, and Accounts modules (i.e. opportunity grid, filters, etc.). Add/Edit/Delete modes in Opportunities, Analytics, and Accounts modules.  Note: If these terms are new to you, you can learn more about fields, layouts, and modes as they relate to configuring your Clari instance in Clari University. Contact your Clari CSM to get started with Field Config. What is not supported by Field Config? Management and updates to the configuration of the Forecasting Module are not supported by Field Config. We have a read-only view in Forecast Management for you to view your Forecasting configuration.  1. For a comprehensive overview of Field Config, you can turn to Clari University.  Anyone interested in Studio can take our self-paced Field Config eLearning course. If you’d like, you can complete the Field Config Certification Exam to get certified on FIeld Config as a Clari admin.  2. Get steps to complete key tasks and useful details, check out the Knowledge Base.   Step-by-Step Guides: Add Fields Edit Fields Reorder Fields Delete Fields  Details to Reference: Default Field Values Salesforce Field & Clari Layout Compatibility Mode and Module Compatibility Mode Configuration Options Guardrails  3. Leverage in-app guidance as you practice updating your configuration. Click on any of the links below to walk through the workflow in your own Clari login with guided tooltips.  Add fields Edit existing fields Delete fields  These walkthroughs are also available under Product Resources when you are on the Field Configuration Page: 4. Get help from Clari in Field Config Office Hours. As you ramp up on Field Config, you’re sure to run into questions as you use the new module in Clari Studio the first few times. Join our office hours sessions to get help with any questions you run into as you start adding, editing, reordering, or removing fields, and building modes. Sign up for our first Field Config Office Hours sessions at either of the following dates and times:  Thursday, April 27, 10:00 AM PST Tuesday, May 2, 10:00 AM PST  5. Find best practices for common use cases in the Community. We will be sharing common use cases where Field Config comes in handy, and our best practice recommendations here in the community, so keep an eye out for new posts in the community!