Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Salesforce Communities

Graham Dix
Senior Sales Engineer
in/grahamdix
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contai...
Housekeeping
• All phones are on mute.

• Questions can be asked
at any time via the
GotoMeeting Chat
window.
• Slide deck...
#1 in Cloud Computing and Customer Relationship
Management

#1

Cloud
Computing

Sales, Service,
Marketing

Innovation
201...
How Do You Connect
Employees, Customers, and Partners today?

1 How do you

provide efficient
self-service and
optimize yo...
A Disconnected Organization Faces Consequences
Weakened
Distribution

Limited Customer
Service

Off-Target
Marketing

Low ...
Today’s Approaches Have Limited Appeal
Legacy Customer Portals

Social Point Solutions
Many-to-many

One-to-one

-OR-

Bus...
What if you could re-imagine every business touch
point, connecting your business data with the
power of social in a singl...
communities
Connect Business Data and Social
to Every Customer, Partner, & Employee Experience

for Sales

for Service

Jo...
Salesforce Sets a New Standard for Online
Communities
Business Processes

Branding &
Customization

Social Collaboration

...
Unify Multiple Communities and Share Business
Data with a Single Platform
Community 2:
Community 1:
Community 2:
Self-Serv...
Become a Customer Company with Communities

communities

Maximize
Sales Reach

Provide
Stellar
Service

Drive
Marketing
En...
Demo
Players

Tom Brady
Acme Resellers
Partner

Lauren Boyle
Unite Partners
Customer

Paul Baptist
Cirrus Computers
Employee
Customer Stories
HP Connects Reseller and Service Provider Partners
Process focused experience for large distributors like Tech Data

MSP’s...
Honeywell Engages Customers for $2.4 Billion Business
Fresh new interface, customized to Honeywell’s ECC brand

Report cre...
Pernod Ricard Builds Global Brand Presence
#1 Worldwide in Premium and Prestige Spirits

Expands global presence while ret...
Final Thoughts &
Questions…?
Online tools and support
to get you started

CUSTOMER SUCCESS
 Self-service resources including Help
site, knowledge base...
Anytime, Anywhere Resources
success.salesforce.com
 Answers, Help &
Training, Collaboration, Ideas, User
Groups, Known Is...
Help & Training - Primary Knowledge Center

 Documentation

 Knowledge Base
 View Cases
 Online Training
 Contact Sup...
Success Community Groups to Join
• success.salesforce.com or click “Help and Training”
• Visit “Collaboration” tab, then c...
Webinar Schedule
• www.salesforce.com/au/webinars
Webinar Communities + Service Cloud
Upcoming SlideShare
Loading in …5
×

Webinar Communities + Service Cloud

For more information visit http://www.salesforce.com/au/service-cloud/overview/

See you how you can connect your customers, partners, and employees in a whole new way using Salesforce Communities and the Service Cloud

  • Login to see the comments

Webinar Communities + Service Cloud

  1. 1. Salesforce Communities Graham Dix Senior Sales Engineer in/grahamdix
  2. 2. 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.
  3. 3. Housekeeping • All phones are on mute. • Questions can be asked at any time via the GotoMeeting Chat window. • Slide decks can be made available upon request to your account executive.
  4. 4. #1 in Cloud Computing and Customer Relationship Management #1 Cloud Computing Sales, Service, Marketing Innovation 2011, 2012
  5. 5. How Do You Connect Employees, Customers, and Partners today? 1 How do you provide efficient self-service and optimize your agents’ time? 2 What are the ways in which your passionate customers advocate your brand? 3 Can the wealth of information in your organization be easily discovered? 4 How do employees collaborate to solve problems and manage initiatives? 5 How do you educate partners to sell as effectively as possible? 6 Is there room for improvement in your channel win rate and sales cycle length?
  6. 6. A Disconnected Organization Faces Consequences Weakened Distribution Limited Customer Service Off-Target Marketing Low Partner Revenue Customer Churn Disjointed Campaigns Lengthy Sales Cycles Limited Staff Bandwidth Disengaged Customers Poor Channel Engagement Weak Online Options Poor Agency Management
  7. 7. Today’s Approaches Have Limited Appeal Legacy Customer Portals Social Point Solutions Many-to-many One-to-one -OR- Business data disconnected from Social Social disconnected from business data
  8. 8. What if you could re-imagine every business touch point, connecting your business data with the power of social in a single experience?
  9. 9. communities Connect Business Data and Social to Every Customer, Partner, & Employee Experience for Sales for Service Joint marketing and selling Customer self-service Campaign management and alignment Products treated as community members Partner recruitment and education Collaborative case resolution Centralized agency management Product co-creation with customers Deal management White-glove premium communities Prospect engagement Intranet replacement with social experience for Marketing for Any Experience
  10. 10. Salesforce Sets a New Standard for Online Communities Business Processes Branding & Customization Social Collaboration . Social Intelligence Mobile Access Security & Reliability
  11. 11. Unify Multiple Communities and Share Business Data with a Single Platform Community 2: Community 1: Community 2: Self-Service Community Partner Community Community 1: Self-Service Community Partner Community Community 3: Company Community Community 3: Community n: Any Community n: Community Any Community Internal Community Business Data Case s
  12. 12. Become a Customer Company with Communities communities Maximize Sales Reach Provide Stellar Service Drive Marketing Engagement +29% +37% +2x Channel Win Rate Faster Case Resolution More Likely to Buy Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  13. 13. Demo
  14. 14. Players Tom Brady Acme Resellers Partner Lauren Boyle Unite Partners Customer Paul Baptist Cirrus Computers Employee
  15. 15. Customer Stories
  16. 16. HP Connects Reseller and Service Provider Partners Process focused experience for large distributors like Tech Data MSP’s and System Integrators collaborate in real-time Communities matches prospects with the right partners CMS for sharing sales collateral and marketing documents
  17. 17. Honeywell Engages Customers for $2.4 Billion Business Fresh new interface, customized to Honeywell’s ECC brand Report creation time reduced from one hour to five minutes Simplified processes through Service Cloud integration $75k in cost savings due to streamlined processes
  18. 18. 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
  19. 19. Final Thoughts & Questions…?
  20. 20. Online tools and support to get you started CUSTOMER SUCCESS  Self-service resources including Help site, knowledge base and community Personalized services, technical support and online training to build and sustain success All the benefits of Premier, plus administration services to accelerate your success CUSTOMER SUCCESS  Best practices to drive user adoption & productivity CUSTOMER SUCCESS  Best practices to drive user adoption & productivity  Release readiness programs  Release readiness programs  Assigned success resource*  Assigned success resource* SUPPORT  Online case submission SUPPORT  24x7 toll-free phone and online SUPPORT  24x7 toll-free phone and online  2-business day response  1-hour initial response for critical issues  1-hour initial response for critical issues  Premier developer support  Premier developer support TRAINING  Unlimited access to online Premier training catalog TRAINING  Unlimited access to online Premier training catalog  Role-based learning paths  Role-based learning paths  Customizable training templates  Customizable training templates TRAINING  "Getting Started" online catalog ADMINISTRATION  A team of certified experts to update your post-implementation Salesforce solution *with 200+ CRM users or $50,000 in annual Premier Success fees
  21. 21. Anytime, Anywhere Resources success.salesforce.com  Answers, Help & Training, Collaboration, Ideas, User Groups, Known Issues trust.salesforce.com  System Status  Planned Maintenance appexchange.salesforce.com  Hundreds of free and paid apps developer.force.com  Technical Library, Partners, Blog, Coo kbook, Code Share, Boards
  22. 22. Help & Training - Primary Knowledge Center  Documentation  Knowledge Base  View Cases  Online Training  Contact Support
  23. 23. Success Community Groups to Join • success.salesforce.com or click “Help and Training” • Visit “Collaboration” tab, then click “Groups” • Search for and Join: 1. Success – Getting Started (Standard Customers) 2. Success – Getting Started Premier (Premier Customers) 3. Success – Release Readiness Premier (Premier Customers) 4. Webinars – Australia and New Zealand 5. Your local User Group
  24. 24. Webinar Schedule • www.salesforce.com/au/webinars

×