Date post: | 21-Jan-2015 |
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Hello Salesforce Communities 13th November 2013
agenda Introduction
Introduction to Salesforce Communities
Leveraging communities to engage with customers and develop your business
Tquila Communities in a Box
DEVELOPER CERTIFIED
SALES CLOUD CERTIFIED 194 SALESFORCE
CERTIFICATIONS
at a glance Tquila by the numbers
14 NATIVE LANGUAGES
27 29 SERVICE CLOUD CERTIFIED 82
+311% REVENUE GROWTH 2011/2012
167 EMPLOYEES GLOBALLY
4 KEY GEOGRAPHIES: UK, GERMANY, INDIA & JAPAN
why we’re different
OUR COMPANY
15% OF ALL UK CERTIFICATIONS ARE IN TQUILA
1 of 3 MVPs IN THE UK
2 of 8 CERTIFIED TAs IN EMEA
230+ MAN-YEARS OF SALESFORCE EXPERIENCE
ONLY SALESFORCE PRODUCT DEVELOPMENT PARTNER IN EMEA
TQUILA LABS WE’VE DEVELOPED LOW-RISK, LOW-COST ACCELERATORS
UX ONLY PURE-PLAY SALESFORCE COMPANY WITH A DEDICATED USER EXPERIENCE TEAM
TECHNICAL LEADERSHIP
SALESFORCE PLATINUM PARTNER SINCE THE PROGRAMME LAUNCHED
HEROKU PLATINUM PARTNER
10% SALESFORCE OWNED
Many customers fail to drive all the
value available from Salesforce
how we help Companies leverage value Integration with complex back-end systems
Help create better insight Help you make better decisions Challenge your processes Rapid delivery decreases time to value Design experiences that users love
SALESFORCE COMMUNITIES:
ENGAGEMENT NEVER STOPS
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Our Mission: Cloud Computing Driver, Catalyst and Evangelist
Mainframe
Today 1960s
Client/Server
1980s
No Hardware/Software Subscription Model Automatic Upgrades Constant Innovation
Enterprise Cloud Computing
#1 in Cloud Computing and Customer Relationship Management
#1 Sales, Service, Marketing
Cloud Computing
Innovation 2011, 2012,2013
The Customer Revolution
1960s Mainframe Computing
1970s Mini
Computing
1980s Client Server
Computing
x 10x 100x 1,000x 10,000x 100,000x
2010s Social
Revolution
1990s Cloud
Computing
2000s Mobile
Computing
Cloud Computing New ways to connect everything
Customer Expectations have Changed
Social New ways to connect
Trust New ways to
build relationships
Mobile New ways to access
Big Data New ways to
discover insight
Community New ways to collaborate
Software New ways to
use apps
Become a Customer Company: Connect to Your Customers in a Whole New Way
How Do You Connect Employees, Customers, and Partners today?
Can the wealth of information in your organization be easily discovered?
How do you educate partners to sell as effectively as possible?
How do you provide efficient self-service and optimize your agents’ time?
5 3
4
1
2
What are the ways in which your passionate customers advocate your brand?
How do employees collaborate to solve problems and manage initiatives?
6
Is there room for improvement in your channel win rate and sales cycle length?
A Disconnected Organization Faces Consequences
Off-Target Marketing
Customer Churn
Limited Staff Bandwidth
Weak Online Options
Limited Customer Service
Low Partner Revenue
Lengthy Sales Cycles
Poor Channel Engagement
Weakened Distribution
Disjointed Campaigns
Disengaged Customers
Poor Agency Management
What if you could re-imagine every business touch point, connecting your business data with the
power of social in a single experience?
communities
for Sales for Marketing for Service for Any Experience
Joint marketing and selling
Partner recruitment
and education
Deal management
Customer self-service
Collaborative case
resolution
White-glove premium communities
Campaign management and
alignment
Centralized agency management
Prospect engagement
Products treated as community members
Product co-creation
with customers
Intranet replacement with social experience
Connect Business Data and Social to Every Customer, Partner, & Employee Experience
.
Salesforce Sets a New Standard for Online Communities
Social Collaboration
Branding & Customization
Business Processes
Mobile Access
Security & Reliability
Social Intelligence
Community 1: Self-Service Community
Community 2: Partner Community
Community 3: Company Community
Community n: Any Community
Business Data
Cases
Unify Multiple Communities and Share Business Data with a Single Platform
Community 1: Self-Service Community
Community 2: Partner Community
Community 3: Internal Community
Community n: Any Community
Become a Customer Company with Communities
Drive Marketing
Engagement
+2x More Likely to Buy
Maximize Sales Reach
+29% Channel Win
Rate
Provide Stellar Service
+37% Faster Case Resolution
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
communities
Provide Stellar Service Maximize Sales Reach
Drive Marketing Engagement
communities
Canto Increases Engagement with Partners Digital asset management firm based in Germany
Utilizes Communities for centralized knowledge and expertise
Partners engagement through collaboration and social intelligence
Joint selling strategies and methods wins deals
Provide Stellar Service
Maximize Sales Reach
Drive Marketing Engagement
communities
Health Leads Connects Patients to Prescribed Resources National nonprofit that connects low-income patients with resources for health
Communities facilitates fund-raising, prospecting, and opportunity management
Volunteers enable patients with appropriate information
Collaboration within community on resource discovery and client issues
Provide Stellar Service Maximize Sales Reach
Drive Marketing Engagement
communities
Pernod Ricard Builds Global Brand Presence #1 Worldwide in Premium and Prestige Spirits
Expands global presence while retaining brand message and image
Community endorsement influences global adoption of ad campaigns
Manages product placement, promotion, and inventory at distributors
Communities Licence Breakdown
Partner Community Members
Customer Community Members
Partner Community Member 20 Members Customer Community Members 100 Members
Partner Community Member 100 Members Customer Community Members 500 Members
Partner Community Member 500 Members Customer Community Members 5,000 Members
Partner Community Member 2,500 Members Customer Community Members 25,000 Members
Partner Community Member 10,000 Members Customer Community Members 250,000 Members Partner Community Monthly Logins
Customer Community Monthly Logins
Partner Community Logins
200 Logins/Month Customer Community Logins 2,000 Logins/Month
Partner Community Logins
1,000 Logins/Month Customer Community Logins 20,000 Logins/Month
Partner Community Logins
5,000 Logins/Month Customer Community Logins 100,000 Logins/Month
Partner Community Logins
20,000 Logins/Month Customer Community Logins 1,000,000 Logins/Month
Leveraging communities to engage with customers and develop your business "
!
Connected Products
Connected Customers
Connected Employees
Connected Partners
A new way of doing business!
Customer
Services Partner
Reseller
Partner
Prospect
Customer
Supply Chain
Partner
Vendor
Reseller
Companies Want to Extend the Transformation
Enterprise Portals Discussion Forums
“All Talk & No Process” “All Process & No Talk”
Real Frustration with Customer Experience
Transforms the Social Front Office
Single Unified Platform
Service
Better service, every time
Marketing
Brand Advocacy
Sales
Drive more business
Why Salesforce Communities
• Portal access for partners & customers!• Includes collaboration through Chatter!• Includes reporting and dashboards out of the
box!• New product – not new technology!• Easy, sleek branding!• Part of the Salesforce technology – trusted,
secure, scalable!
Portals reinvented with communities
Communities examples"
CREATING ENGAGING COMMUNITIES
Defining success
Success metrics for your community A highly adopted community – what does
that mean for your business? • Call deflection • Increased sales • Customer referrals • Streamlined processes with vendors,
partners • Ideation • Customer satisfaction • ? Must be related to your business goals!
Communities are social and
interactions will develop organically…eventually.
ROLE: COMMUNITY MANAGER Platform management Content management Business planning / reporting Moderation & rule enforcement Elicit participation
Defining success
What makes a successful community?
VALUABLE INTERACTIONS Allow users to find things
they never would REWARDS AND
RECOGNITION Gamify their experience AVAILABLE ANYWHERE Mobility is key EASE OF USE Through an intuitive and
engaging UI / UX
VALUABLE INTERACTIONS
Value of Salesforce communities: Business process + Collaboration Meaningful and purposeful interactions
VALUABLE INTERACTIONS
1. Save time Users can find answers and perform the
necessary processes easily and quickly 2. Transparency Easy access to products, news, releases,
updates 3. Enable new connections Empower the community to evangelize your
brand on your behalf
AVAILABLE ANYWHERE
#mobilefirst Time spent with mobile apps
starting to challenge television: consumers are spending 127 minutes per day in mobile apps and spend 168 minutes watching television per day. (Source: Flurry, 2012)
AVAILABLE ANYWHERE
Mobility is key to success Mobile strategy People use different devices for different
activities. The experience on a mobile device is very different from the processes performed on the desktop.
REWARDS AND RECOGNITION
©Tquila | Client Name | Date
What motivates people? You can’t buy a brand advocate! Make people feel responsible,
acknowledged and in charge.
REWARDS AND RECOGNITION
Gamification – applying game mechanics to drive behaviours.
NOT ANGRY BIRDS FOR COMMUNITIES!!
Allows people to see a direct correlation
between their individual effort and the results obtained, in real time.
Users have visibility over each others
achievements and challenges. This drives engagement and
competitiveness between members.
REWARDS AND RECOGNITION
Link “Points” to everyday activities
Points weighted according to value to business
Exploiting gaming mechanics BADGES - focused on specific combinations of actions TROPHIES - can be taken from one user to another to encourage competition LEADERBOARDS – competitive elements and ‘goals’ identifying who go-to people are for specific verticals Users can create new badges/trophies and refine these metrics on the fly Virtual Spaces (for collaboration)
Drive the desired behaviour through positive incentives Dashboard content of real time activity across the business
REWARDS AND RECOGNITION
Points Weighted to business value
Cross-geographical collaboration Social / Collaboration
Badges
Goals to achieve
Points Trend over time
200% increase in adoption
UX / UI
THE GOLDEN RULES: - Call to action What do you want users to do in the community - Easy navigation When a process has been completed, suggest
a next step - Less is more Focus: keep it simple to use and understand IBM: Every dollar invested in ease of use returns
$10 to $100.
UX / UI
Recap A successful community…
1. Puts the users’ needs first but
drives business value 2. Ensures quality of
conversations and processes through active community management
3. Drives measurable business value against specified KPIs, tracked by a close integration with the CRM system used
4. Is co-owned between you and the users
5. Isn’t made in a day. Strong communities have a firm identity, which takes time to develop
INTRODUCING… TQUILA COMMUNITIES IN A BOX
TQUILA COMMUNITIES IN A BOX
Getting started package
Quickly activate your community enabling:
- Social capabilities
- My account
- Case management
- Ideas
- Global search
- Q&A
- Light branding