Slides from webinar on 4/4/13 with Salesforce, Apttus and Appirio on 'How to Maximize Business Success with Salesforce Chatter'

1. APTTUS
How to Maximize
Business Success with
Salesforce Chatter

2. Today’s speakers
Jules Ehrlich Daniel Chang
VP and GM, Director,
Advanced Solutions Business Development
Balakrishna Narasimhan
VP,
Marketing & Strategy
APTTUS Confidential
#ChatterSuccess APTTUS

3. Housekeeping
• Ask questions via chat box
• Listen via VOIP or dial-in
• Presentation and slides will be emailed to all attendees
• Interactive sessions – polls throughout event
• Hashtag: #ChatterSuccess
APTTUS Confidential #salesops2013
#ChatterSuccess APTTUS

4. You’re Invited to the Series
• 6 Webinars – all for Sales Leaders and Operations
• Focus around better Salesforce utilization including
quoting, Chatter, contract management, and more
• Speakers include representatives from Saba, Symantec,
Salesforce, Appirio, Motorola Solutions, and more
Details will be sent to ALL attendees
APTTUS Confidential #salesops2013
#ChatterSuccess APTTUS

5. Maximize Business Success with
Salesforce Chatter
Daniel Chang
Director, Business Development, Chatter
@dchang68
In/dchang68
#ChatterSuccess

6. 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.
#ChatterSuccess

7. #1 Enterprise Social Collaboration Platform
The Social Collaboration
Platform for the Enterprise
#ChatterSuccess

8. Trusted by Over 190,000 Organizations
100,000+ 94,000+ 55,000+
Chatter users Chatter users Chatter users
20,000+ 15,000+ 14,000+
Chatter users Chatter users Chatter users
#ChatterSuccess

9. Delivering Real Business Results
#ChatterSuccess

10. ENGAGE to Drive Chatter
Adoption
#ChatterSuccess

11. E Explore use cases
N Navigate roll-out
G Get sponsors
A Activate users
G Gauge success
Six Steps for Chatter Engagement E Evolve
#ChatterSuccess

12. E Explore Use Cases by Department
Examine each department List by department
Top 50 Ways to Use Chatter
www.facebook.com/chatter
EMPLOYEE SUCCESS
1. RECRUIT TOP TALENT
2. ACCELERATE ON-BOARDING
3. DEVELOP LEADERS
4. CURATE COMPANY KNOWLEDGE
5. DEMOCRATIZE CHANGE
#ChatterSuccess

13. N Navigate Roll-out: Chart Use Cases
High
Impact to
Business
Low
Difficult Ease of Cultural Implementation Easy
= Examples of social processes; size represents number of employees

14. N Navigate Roll-out: Start with Quick Wins
1. Quick Wins
High
Competitive
intelligence
CEO all-
hands call
Impact to
Business
Low
Difficult Ease of Cultural Implementation Easy
= Examples of social processes; size represents number of employees

16. N Navigate Roll-out: Add Low Hanging Fruit
1. Quick Wins
High
Impact to
Business
2. Low Hanging Fruit
Affinity groups
Airing of
Low grievances
Difficult Ease of Cultural Implementation Easy
= Examples of social processes; size represents number of employees

17. #ChatterSuccess

18. N Navigate Roll-out: Deliver Social Transformation
3. Social Transformation 1. Quick Wins
High
Events &
offsites
R&D
Impact to
Business
2. Low Hanging Fruit
Low
Difficult Ease of Cultural Implementation Easy
= Examples of social processes; size represents number of employees

19. N Navigate Roll-out: Avoid Fool’s Gold
3. Social Transformation 1. Quick Wins
High
Impact to
Business
Fool’s Gold 2. Low Hanging Fruit
Low
Difficult Ease of Cultural Implementation Easy
= Examples of social processes; size represents number of employees

20. G Get Sponsors: Promote Value
Each High Impact Use Case
Needs Sponsorship
Two Sponsors
High Social Quick Wins
Transformation
Impact to
Business
Low
Executive Community
Difficult Easy
Ease of Cultural Implementation Sponsor Manager
#ChatterSuccess

21. A Activate Users: Prime Users for Success
Videos Email Campaigns
Roadshow & Webinars Seed Groups
#ChatterSuccess

22. G Gauge Success: Measure and Monitor Usage
Effectiveness Efficiency Engagement
Client-Specific KPIs Interviews/Surveys Usage Dashboards
Sales
• Deal size
• Win rate
Service
• Case resolution time
• Service/support
costs
IT
• Deployment time
• IT costs
#ChatterSuccess

23. E Evolve
www.salesforce.com/chatter/engage
#ChatterSuccess

24. Reimagine Sales Collaboration with
Chatter
Spring 2013
© 2013 Appirio, Inc. - Confidential
23

25. Appirio Helps You Reimagine Your Business with the Cloud
The World’s Largest Cloud Your Business Reimagined
Expert Community
+ =
Services Powered by Reusable
Technology and 70k
Crowdsourced Developers
6 years, 500 enterprises, 2.5M users moved to the cloud
24
© 2013 Appirio, Inc. - Confidential #ChatterSuccess

26. What We Do: Rapid Business Outcomes Across Functions
Sales Service HR Collaboration IT
Ad sales on Standard call Paper-based Point-to-point Expensive, inflexible IT
spreadsheets Center forms communication infrastructure
Scalable, global Social customer Web-based HR Company-wide social Cloud IT for superior
sales process service experience collaboration member experience
7 Months 4 Months 9 Months 2 Months 7 Months
25
© 2013 Appirio, Inc. - Confidential #ChatterSuccess

27. Typical Chatter Use Cases for Sales
1. Account team collaboration and virtual account
teams
2. Content distribution and sales/marketing
collaboration
3. Cross-functional product or vertical collaboration
4. Lead, opportunity (and even inventory) “following”
26
© 2013 Appirio, Inc. - Confidential #ChatterSuccess

28. Account Team Collaboration
Scattered customer data in Gmail and Complete, real-time transparency and 360* visibility
Excel – no system of record across sales teams and with management
No way to collaborate on pursuits or Widespread adoption due to ease-of-use and quick
content capture via mobile and CRM within email interface
Sales Cloud Pilot with Mobile, Cloud Sync,
CloudFactor, Chatter and Content
Custom Sales Cloud for contact and pipeline
management, account planning, activity
tracking, sales dashboards and reports
Chatter used as focal point for account team
collaboration and pilot feedback
Salesforce Content and content libraries
enable versioning of sales material
Curriculum for “MWV Academy” to drive
adoption
Internal Use Only
27
© 2012 Appirio, Inc. - Confidential #ChatterSuccess

29. Branded Sales and Distribution Community
2GB of content created each month All data easily accessible from one place
1,000s of CDs mailed to individual reps Saved money and environment with online portal
Low-tech audience Easy-to-use and widely adopted by 1,000s of reps
Highly Branded Custom Content Portal with
Chatter
Unique user experience displays recent
announcements, featured content for easy
access and sharing based on individual role
Direct links to Salesforce Content and
calendaring included in search bar
Reps use Chatter to collaborate around how best
to use content in the field
Built using Authenticated Sites
Internal Use Only
28
© 2012 Appirio, Inc. - Confidential #ChatterSuccess

30. Cross-functional Collaboration
12 disconnected systems Single source for sales collaboration
Unproductive sales teams Improved ability to monetize internet destinations
Lack of shared knowledge Deployed in 60 days on tight budget
The Source - Enterprise Sales Collaboration
Portal for 3,000+ Users
Using Content and Chatter as a collaboration
platform, tightly integrated with sales
process
“Everyone at Yahoo! wants access”
Agile, iterative, quick moving approach to
deploy within tight timeframe & budget
Internal Use Only
© 2012 Appirio, Inc. - Confidential #ChatterSuccess

31. Scale Sales Process to Support 10x Growth
Ad hoc sales processes Scale to accommodate sales team growth of 10x
Disconnect with back-office Audit-ready in support of future IPO
Lacking scale Ad Sales tripled in 2011
Scalable Ad Sales App to Facilitate Unified
Global Process & Order Management
Customized Ad Sales via Force.com with
integration to Twitter Ad Server for combined
info on bookings & services
Opportunity automation with Ad Server
integration for Insertion Orders, Echosign, D&B
360, inventory calendars
International terms and insertion orders for UK,
Canada, and Japan
Internal Use Only
30
© 2012 Appirio, Inc. - Confidential #ChatterSuccess

32. Following Inventory via Chatter
Social Calendar Function for Monitoring, Following and Scheduling Ad Sales
Hold/Challenge/Out for Signature/Booked
Hold block and hold custom objects
Echosign integration
Internal Use Only
31
© 2012 Appirio, Inc. - Confidential #ChatterSuccess

33. 3 Keys to Success
1. Define Intent and Use Cases by Audience
2. Bring Chatter into the Tools People Use to Work
3. Track Usage Metrics and Gauge Success
32
© 2012 Appirio, Inc. - Confidential #ChatterSuccess

34. 1. Define Intent and Use Cases by Audience
Our Priority (1-10) Example in Chatter
33
© 2012 Appirio, Inc. - Confidential #ChatterSuccess

35. 2. Bring Chatter into the Tools People Use
Appirio CloudFactor
34
© 2012 Appirio, Inc. - Confidential #ChatterSuccess

36. 3. Track Usage Metrics and Gauge Success
35
© 2012 Appirio, Inc. - Confidential #ChatterSuccess

37. About Apttus
2013 – Deal Maximizer
Deep domain expertise
MS Office
300+ Customers
Over 60 Fortune 500 2012 - Chatter X-Author
iPad for MS Office
450,000+ Users
OS
93% customer retention rate 2011 - iPad OS for CPQ
Used by salesforce.com
CPQ
2009 - Configure, Price, Quote
Proposals
& Quoting
2008 - Proposal & Quoting Mngt
2007 - Appy Award – Best Application
2007 - Helped commercialize Force.com
Contract
Management
2006 - First Salesforce Contract Lifecycle Mgt solution
APTTUS Confidential
#ChatterSuccess APTTUS

38. Enterprise Social Success
APTTUS Confidential
#ChatterSuccess APTTUS

39. convenient, simple, instant
share mail
apps
text
call
APTTUS Confidential
#ChatterSuccess APTTUS

40. But in business life…
APTTUS Confidential
#ChatterSuccess APTTUS

41. Make Chatter Accessible
APTTUS Confidential
#ChatterSuccess APTTUS

42. Make Chatter Accessible
APTTUS Confidential
#ChatterSuccess APTTUS

43. Make Chatter Accessible
APTTUS Confidential
#ChatterSuccess APTTUS

44. At Work
text call apps
share
collab
mail
work pres
docs
books
APTTUS Confidential APTTUS

45. text call apps
mail
docs
work
books
pres
APTTUS Confidential
#ChatterSuccess APTTUS

46. convenient, simple, instant
APTTUS Confidential
#ChatterSuccess APTTUS

47. Apttus X-Author Chatter: Outlook
APTTUS Confidential
#ChatterSuccess APTTUS

48. Apttus X-Author Chatter: Outlook
APTTUS Confidential
#ChatterSuccess APTTUS

49. Apttus X-Author Chatter: PowerPoint
APTTUS Confidential
#ChatterSuccess APTTUS

50. Apttus X-Author Chatter: Word
APTTUS Confidential
#ChatterSuccess APTTUS

51. Apttus X-Author Chatter: Excel
APTTUS Confidential
#ChatterSuccess APTTUS

52. Remember!
To increase Chatter usage & adoption
convenient, simple, instant
APTTUS Confidential
#ChatterSuccess APTTUS

53. Q&A
Jules Ehrlich Daniel Chang
VP and GM, Director,
Advanced Solutions Business Development
Balakrishna Narasimhan
VP,
Marketing & Strategy
APTTUS Confidential
#ChatterSuccess APTTUS