SALESFORCE CHATTER COMMUNITIES ERIC SCHEEL, MAGNET 360 PAUL CULPEPPER, SALESFORCE.COM
May 13, 2015
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
Bu
sin
ess
Imp
act
Hig
hLo
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
ess
Imp
act
Hig
h
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