SALESFORCE CHATTER COMMUNITIES

ERIC SCHEEL, MAGNET 360PAUL CULPEPPER, SALESFORCE.COM

SALESFORCE CHATTER COMMUNITIES

E N G A G E M E N T S T R AT E G Y

S A L E S F O R C E E X P E R T I S E

/// Partner Since 2004

/// 1,500 + Platform Projects

/// 73 Certifications

/// 8.8 Customer Satisfaction Score

5 YEARS OF INNOVATION

FICO DECISIONS COMMUNITY

First-of-its kind B2B Community on Force.com

Integrated five cloud services

Within months of launch, was the second largest lead source for the business

HONEYWELL CONTRACTOR LOYALTY

Thousands of contractor and distributor users

Partner community

Points based loyalty program – key customer engagement and sales tool

“The Collaborative Economy is an economic model where ownership and access are shared between corporations, startups, and people. This results in market efficiencies that bear new products, services, and growth opportunities.”

-Jeremiah Owyang, Altimeter Research The Collaborative Economy

MATURITY MODEL

2 – Presence• Stake our claim

• Marketing interacts

• Direct customer engagement

• Paid/owned/earned presences are born

1 – Planning• Listen & Learn

• Simple monitoring

• Report on Sentiment and Influence

3 – Engagement• Dialog Deepens

relationship

• Marketing promotions take form

• Customer service engages

• Social graph aggregation

4 – Formalized • Organized at scale

• Global coordination

• Governance and response plans

• Paid/owned/earned is optimized

5 – Strategic • Social across

enterprise

• Links to customer service, sales, HR, IT

Functionality ExtensiveLimited

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w6 – Converged• Social embedded

into products, services and events

COLLABORATION VALUE CHAIN

CARGILL AS A SERVICE

COLLABORATION

GENERAL MILLS

OPEN INNOVATION

OPEN INNOVATION

CHATTER COMMUNITIES - HAAGEN-DAZS EXAMPLE

Bu

sin

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Imp

act

Hig

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TOTAL PLATFORM INTEGRATION

Chatter

Sales Cloud

ServiceCloud

HD-ConnectCommunity

Site.com

Social

AnalyticsInsights

A Salesforce.com Journey – Started in 200525+ Projects | 1 Partner

Functionality Extensive

STORE LAUNCHES

COMPETITIVE INTELLIGENCE

CONNECT

CONNECT

CONNECT

CONNECT

DEMO

IMPLEMENTATION

MIGRATING FROM PORTALS TO SALESFORCE COMMUNITIES

• Existing Portals can migrate to Communities

• No impact on your existing portals

• Communities and Portals can co-exist

WHY COMMUNITIES?

• Next generation portal combines:– Force.com Platform– Site.com Branded Pages– Chatter collaboration

• Salesforce.com Platform with Collaboration at its core.

COMMUNITY LIFECYCLE

KEYS TO SUCCESS

• Brand Promise - Authentic – not marketing

• Identifying specific audiences, goals and needs

– Attract and engage so users are drawn to the community

– Users want access to SME

• Decide: private or public?

• Decide: evergreen or time-boxed community?

• Establish a bill of rights

• Transparency is key (fine line with sensitive information)

• Listen and Learn from feedback, metrics

– Iterative approach

– Expect and prepare for negative feedback

– Have thick skin

• Integrate with other business units, efforts, systems

– Sales / Operations / Marketing / Support

• Internal input is as important as external input

Q & A

WHO WE ARE

/ / / CLIENT TRUST EARNED EVERYDAY/// CONSTANT EVOLUTION/// RESPONDING WITH URGENCY

/// COLLABORATION/// SHARED OWNERSHIP/// ROCKIN

MINNEAPOLIS | NY85+ EMPLOYEES