Partner Marketing Power Hours

Why Power Hours?

• Introduce marketing experts

• Inspire awesome marketing

• Provoke community and collaboration

• Be available on a regular basis

• Create a ton of great on-demand content

• Build a killer FAQ

What’s in store for today?

• Awesome Customer Communities with Erica Kuhl

• Salesforce Marketing Updates with Becky de Loryn

• AppExchange Listing Reviews with Kat An

• Open Q&A

Awesome Customer Communities with Erica Kuhl

Community and Social Media enthusiast with 8+ years in the space. Responsible for a community with over 1.2 million members, 300,000 unique logins a month and 40,000 posts and comments per month. Created and runs a world-class Salesforce MVP program for the top 1% of our community members across all of our social channels including Answers, User Groups, IdeaExchange, Twitter, Developerforce, and StackExchange.

Hero: Angela Ahrendts

Favorite Book: Catcher in the Rye

Favorite Blog: Mashable

Salesforce Success Community

Erica KuhlSr. Director, Salesforce Communityekuhl@salesforce.com@ericakuhl

History of the Success CommunityA trip down memory lane.

2005 2007 2010 2013

10 Year Evolution of the Success Community

2015

Success Community TODAY!

1.5+ million registered members

40,000 new members added per month

4000 questions asked per month

100% questions answered per month

300+ Ideas delivered in the last 3 releases

5000+ chatter posts per month

5 Member Success Community Team

What Drove this Adoption?

• Single Hub with easy access

• A place to build networks & grow business

• Employee activation

• Easy to find and share content

• Simplified look and feel

• Strong Voice of the Customer channel

• Immediate targeting of champions

• Scalable knowledge sharing

• Tied into core company values

What Community Means to SalesforceFrom peer support to innovation and everything in between.

It Means….

PEER-TO-PEER SUCCESS

100% questions answered

98% answered by members

CUSTOMER INNOVATION

1660+ community delivered ideas

2.4 million points delivered

CUSTOMER LOYALTY

110 region & vertical User Groups

70,000+ members

Sharing and

networking

CUSTOMER COLLABORATION

Customer content sharing

Product groups driving adoption

CUSTOMER ADVOCACY

5-7% twitter mentions

$700+ case deflection

MVP Program: Top 1% of our most active and passionate brand evangelists

150 Salesforce MVPs

7-10% Twitter Brand Mentions

30+% Questions Answered by

MVPs

Channels: Answers, User

Groups, Ideas, Bloggers,

DeveloperForce,StackExchange

, Twitter, Girly Geeks, Chatter

Community Means Brand Advocacy

User Group Program: Customer groups that meet to network, share ideas, and learn

210 Global User Groups

35 Countries Represented

70,000+ User Groups Members

150+ User Groups Meetings/Month

$585M pipeline in top 5 User

Groups

Community Means Customer Loyalty

Measuring SuccessCracking the code to community ROI.

Website Metrics – Page Views, Visits, Registered

members

Activity Growth – Posts, Votes, Comments, Groups

Quality of Interaction – Time Spent, Return Visits, Visitor

#

Program Growth – Increase Membership, # MVPs, #

User Groups, # User Group Members

How We Measure Community Success

Measuring Community ROICustomers that are members have generated 2x more Pipe than non-members AND Customers that are

members have 2.5x higher closed ACV than non-members

*Average Pipe Gen TTM per Account: *Average ACV TTM per Account:

Pipe Gen TTM = Pipe Generated in the past twelve months - roughly 11/1/2013-11/1/2014 (Traveling Twelve Months)

And Open Pipe FTM = Pipe that is set to close in the next 12 months, or between 11/1/2014-11/1/2015 (Forward Twelve Months)

Measuring Community ROI

9%9%

12%

16%

0%

2%

4%

6%

8%

10%

12%

14%

16%

18%

No Community Participation Community Participationover 3 months ago

Community Participationwithin last 3 months

S1 Chatter Group Member

Average S1 Penetration by Community Participation

Customers that are members 33% higher Product Adoption than non-members

86%

Community members adding new Products or Features because of

their participation in the Community

Measuring Product Up Sell/Cross Sell

Thank you

APPENDIX

Community Team StructureHow to scale to achieve maximum success.

The Extended Success Community Team

Support Organization Product ManagementCustomer Success

3 Dedicated Reps on

Answers2 Customer Success

Moderators

1 PM & 3

Developers

Help & Training

Team

IT

20+ Sub-Community

Managers

Marketing, CSM, PM

The Success Community Team

Holly Goldin

Advocacy Programs

Phoebe Venkat

Community EngagementKristie Garafola

IdeaExchange EngagementMolly Masterson

Community Coordinator

Partner Marketing Power Hours

Marketing UpdatesWeek of 3/4/2015

• Continued focus on Customer Marketing through March

• Next up: Product Marketing, Campaigns, Inbound Marketing, Event Marketing

• Register by week so we can get reports.

• This is about you – help us shape the experience!

More Power Hours Fun Coming Soonp.force.com/powerhour

Date Insights Speaker Company Topic

11-Mar Noah Fleming Evergreen Author Cultivating Loyalty

18-Mar Mark Organ Influitive Creating a Great Customer Showcase

25-Mar Kristy Sharrow LevelEleven Creating Personas and Connections

Get Engaged in the Partner Communitypartners.salesforce.com

• Ask your questions in the Partner Marketing

Group with 100s of other partners

• Enjoy the incredibly helpful nature of our partner

community

Follow Us on Social

Partner Communications:

• Twitter: @partnerforce

• Facebook: salesforcepartners

• LinkedIn: /company/salesforce-partners

Customer Communications:

• Twitter: @appexchange

• Facebook: appexchange

• LinkedIn: company/appexchange

• Youtube: /appexchange

Hit the Road with Salesforcesalesforce.com/events

• Salesforce World Tour starts in Melbourne

on March 10th

• 20+ events planned for FY16.

• Sponsorships: p.force.com/sponsorships

• isitdreamforceyet.com (195 days!)

Promote your App with AMPp.force.com/amp

• AMP = AppExchange Marketing Program

• Q1 & Q2 Sales underway

• Select offerings will be made available to SI

partners. Be sure to complete the AMP

Interest form to be among the first to know.

Stay Up-to-Date on our Blog and eBooksblogs.salesforce.com/

• Massive channel for content and leads

• 100s of contributors

• Best way to keep up with hot topics

• Great AppExchange customer-facing blogs

and customer stories

PR Loves BIG Customer Wins

Understand the Customer Success Platform Positioningyoutube.com/salesforce and youtube.com/dreamforce

Salesforce State of Marketing ReportGoogle Salesforce State of Marketing

Salesforce Q4 Highlights VideoGoogle Salesforce Q4 Highlights

Why You Should Take Video SeriouslyViral Gains: 5 Advertising Predictions for 2015

Cool Tool: Canva for Nice, Fast Designhttp://www.canva.com

Cool Tool: Flat Icons for Modern Imageshttp://flaticons.net

Partner Marketing Power Hours

Q&A with the Team