Communities & Dreamforce Key Takeaways
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Transcript of Communities & Dreamforce Key Takeaways
Communities & DreamforceKey Takeaways
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 bedeemed forward-looking, including any projections of 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.
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8:15am – 9:00am: Breakfast and Check-in
9:00am – 9:30am: Introductions and Dreamforce Recap
9:30am – 10:00am: Communities Update
10:00am – 10:30am: Q&A and Wrap Up
Agenda
Dreamforce Recap
McLure Foote, Regional Vice President, Salesforce
• Salesforce Analytics Cloud
• Salesforce1 Lightning Connect
• Salesforce Community Cloud
Product Announcements
Dreamforce 2014 Highlights
Analytics Cloud
Insight for Everyone
All Data Connected to
Salesforce
Cloud Speed & Scale
Explore Data on Any
Device
As Flexible as Your
Business
Get Answers,
Instantly
No Experts
Required
Share Insight to
Drive Business
Collaborate Across
Your Company
19X Higher
Profitability
Salesforce1 Reporting
Data in Salesforce
Single business process
Point-in-time status
“Analytics gives anyone in the company
answers to any question from multiple
business apps, databases and big data.”
“Gives sales, service & marketing teams
the ability to track & measure execution
in Salesforce”
Analytics Cloud
Multiple data sources
Across business processes
Current, historical & big data
Salesforce1 Lightning
Lightning: The Next Generation of the Salesforce1 Platform
Lightning App
Builder
Lightning Process
Builder
Lightning Community
Builder
The fastest way to build mobile apps
Lightning Components
Salesforce1 Lightning: The Next Generation of the Salesforce1 Platform
NEWIntroducing: Salesforce1 Lightning App Builder
Drag & DropBuild with standard and custom
Lightning Components
Any DeviceDesign apps for every screen
from one canvas
Easy for anyone to build apps faster
Introducing: Salesforce1 Lightning Connect
Fast Point and click integration in minutes
Real-time External data by reference – not copied
ExtensibleThe full power of Salesforce1 Platform behind external data
The fastest, easiest way to integrate any data source with Salesforce
Legacy Data
But Apps are Still Disconnected from Legacy Data
Custom Apps
Partner Apps
Employee Apps
Customer Apps
Salesforce Community Cloud
Salesforce Community Cloud UpdatePresented by Eric Scheel, CTO – Magnet 360
Eric Scheel
Chief Technical Officer
Magnet 360
Create a Thriving Community
ENGAGEMENT FOR OUTCOMESM a g n e t 3 6 0
/// Partner Since 2004
/// 2,000+ Platform Projects
/// 140+ Certifications
/// 9.0 Customer Satisfaction Score
CHICAGO | MINNEAPOLIS | NEW YORK | LOS ANGELES
Use to
introduce a
demo, video,
Q&A, etc.
Connected: Integrate any data, record,
or app into the community
Mobile: Build rich, consistent member
experiences for any device
Fast: Quickly and easily get your
community up and running
S A L E S F O R C E E X P E R T I S E
Partner
FacingContractor Self
Service
Advertiser
Production App
Supplier Portal
Field Service
Parts Supplier
Community
Airline
Registration App
Partner Broker
Community **
Agency
Collaboration
Employee Facing
Employee
Collaboration
Employee
Intranet
Recruiting &
Stock Plans
HR Help Desk*
Healthy Workplace
Employee
Intranet
60 HR Apps +
Social Intranet
Employee
Intranet
Customer
Facing
Gas Station
Retail
Doctor Portal
Travel Agent Self
Service
Student
Admissions App
Restaurant
Distribution
Inventory
Management
Consumer Self
Service
Retail
Distribution
• One of the earliest branded
communities on Force.com.
• Key element in turnaround at
Starbucks over the last five
years.
» 150,000 ideas submitted
» 2 million votes
» 250+ ideas were implemented
My Starbucks Idea
Key partner engagement tool
Post challenges and briefs for
innovation opportunities
Create direct connection
between General Mills and
partners
Connected to internal
resources and processes
General Mills Open Innovation Network
20,000 ideas in the first month
Each month, one employee is
recognized and rewarded by
management for idea submission
Improved employee loyalty through
visibility into ideas and action
The Home Depot – Driving Internal Innovation
Employees
Large public facing community
Customers, employees and
experts community
Advocate Engagement
Search Engine Optimization
The Home Depot – Driving Engagement
HomeOwners
Contractors Employees
Integration with Live event and
streaming video
Topic discussions pre and post
event
Legal and Regulatory Workflow
Medtronic – Connecting Doctors and Nurses with Experts
Medtronic – Live on Give On
Options to Create Communities
Salesforce1
(Internal Communities)
HTML5 and Native
Responsive Website
Templates
Mobile SDK
Native IntegrationsResponsive Website
Visualforce
Website - Responsive Templates
KB, Cases, Q&A,
Gamification
KB, Cases
with Images
KB, Cases
Use to
introduce a
demo, video,
Q&A, etc.
Customization: Component-based UI
Responsive: Build once, deploy everywhere
Platform: Build on the Salesforce1 platform
Access to Chatter: Feed first!
Responsive - Visualforce
Use to
introduce a
demo, video,
Q&A, etc.
Out of the Box: Configured based on community tabset
HTML5 and Native: On web or leverage native features
Access to Communities: Switch among communities
Access to Chatter: Feed first for users on the go!
Salesforce1 (Internal Communities)
Use to
introduce a
demo, video,
Q&A, etc.
Customization
Native, hybrid, or responsive
Multi-platform
Build for iOS or Android
Integration
Integrate with apps and the S1 platform
Mobile SDK
Honeywell… The Connected Contractor
/// Implemented a Salesforce community allowing contractors to access thermostat data to proactively follow up with customers for service and support.
/// Built the foundation for Honeywell’s universally-connected smart home.
/// Executed the first release in 90 days, with updated releases quarterly over the past two years.
Honeywell… Connecting consumers to HVAC Professionals
Use to
introduce a
demo, video,
Q&A, etc. Live Demo
Community Maturity Model
2 – Presence
•Stake your claim
•Direct partner and
customer
engagement
•Create feedback
loops
1 – Planning
•Listen & Learn
•Develop business
case
•Internal cultural
alignment
3 – Engagement
•Dialog Deepens
•Internal Users Engage
(Sales, Support,
Product Development,
Marketing)
•Profile / Identity
aggregation
4 – Formalized
•Organized at scale
•Global coordination
•Governance
•Optimized at scale
5 – Strategic
•Across enterprise
•Employee, partner
and customer
•Consolidation of
sites and channels
Functionality ExtensiveLimited
Bu
sin
ess I
mp
act
Hig
hLow
6 – Converged
•Community embedded
into products, services
and processes
The Collaborative Economy
• Company as a Service
• Motivate a Marketplace
• Resell
• Co-Op
• Share
• Provide a Platform
• Co-Ideate
• Co-Build
• Co-Market
• Co-Sell
Driving Communities ROI
Increase sales:
• Engaged customers in communities spend 19% more (University of Michigan 2013) • 55% of consumers would pay more for a better customer experience
• GE found engagement online resulted in a 15% increase in sales
Decrease costs:
• 10% case deflection providing $2.5M in savings
• Support can handle 3.8 issues simultaneously online vs. 1.2 over the phone.
• 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user
interfaces, and multiple applications
Build brand advocates (get closer to your customer/partner):
• 78% of community users 'research a problem' as part of their buying lifecycle
• 24x more conversations happen in a community than on social channels
• 11% share to other social networks via community (Facebook, Twitter, etc)
•2.3B social users by 2017
Community Revolution
Engage in a whole new way
Employees
HomeOwners
Contractors
Engage experts
Deliver self-service
All on mobile
•Create communities of action
Reimagine Customer & Partner Engagement
Connect
Smarter
Connect
Faster
Connect to
Business
1:1 content Analytics CommunityTemplates
BusinessIntegration
ActionsModeratorConsole
MAGNET 360 MemberEngage SOLUTION
MemberConnect: Engagement
EmailPhone Self-serviceMobile CommunitieseCare Social CareFace-to-face
Connected
Member
MemberConnect ENGAGEMENT Platform
Personalized
Marketing and
Member Nurturing
Experience
Member Self Service through single Web/Mobile portal
Omni-channel Service Console integrating backend Member
Sales, Service, Wellness & Billing
Makana Health - Individual Member Engagement Experience
Jane Smith, prospective member, tweets for more information on health plans.
Social conversations are routed based on rules in Radian 6.
Jane connects to Makana Community for more information.
Jane begins her customer journey with Makana Health.
Makana listens for Active Internet Mentions via Radian 6.
Makana engages in a social conversation via Service Cloud Console.
Does anyone have a
recommendation for
health insurance
providers?
DEMO VIDEO
Key Takeaways
Salesforce1
(Internal Communities)
HTML5 and Native
Responsive Website
Templates or Visualforce
Mobile SDK
Native Integrations
Use to
introduce a
demo, video,
Q&A, etc.
Demo of Responsive Community TemplatesStephen Hsu
Basic Slide Layout
Out of the box
HighlyCustomized
Employee & B2B Use Cases
B2C Use CasesWhich Option Should
You Choose?
Out of the box
HighlyCustomized
Employee & B2B Use Cases
B2C Use CasesWhich Option Should
You Choose?
Out of the box
HighlyCustomized
Employee & B2B Use Cases
B2C Use CasesWhich Option Should
You Choose?
Basic Slide Layout
Portals to Communities: A History
Spectrum of Customization Options
BASIC
Salesforce Tabs UI
Logo
Header & Footer
Background colors
Basic branding / theming
Salesforce1 mobile app
S1 PLATFORM
Spectrum of Customization Options
ADVANCED
Visualforce pages
Apex code
SOAP API
Chatter API
Mobile SDK
S1 PLATFORM
BASIC
Salesforce Tabs UI
Logo
Header & Footer
Background colors
Basic branding / theming
Salesforce1 mobile app
Spectrum of Customization Options
S1 PLATFORM
ADVANCED
Visualforce pages
Apex code
SOAP API
Chatter API
Mobile SDK?BASIC
Salesforce Tabs UI
Logo
Header & Footer
Background colors
Basic branding / theming
Salesforce1 mobile app
COMMUNITY CMS
WYSIWYG
Community templates
Component libraries
Drag-and-drop Interface
Granular branding / theming
Custom Reg / Login pages
Responsive Design
Spectrum of Customization Options
S1 PLATFORM
BASIC
Salesforce Tabs UI
Logo
Header & Footer
Background colors
Basic branding / theming
Salesforce1 mobile app
ADVANCED
Visualforce pages
Apex code
SOAP API
Chatter API
Mobile SDK