Join the Salesforce Partner Marketing team every Wednesday 9am-10am PT for an jam-packed hour of insight and inspiration! Here's what we had in store for Wednesday, March 4, 2015: 10-Minute Marketer Insights: Customer Advocates & Communities with Erica Kuhl, Sr. Director Communities, Salesforce 10-Minute Q&A: Ask your best questions about building customer advocate and communities programs 10-Minute Updates: A few insights to help you be an in-the-know Salesforce ecosystem marketer 10-Minute App Reviews: Live reviews of 2-3 AppExchange listings (apps or services) 20-Minute Open Q&A: Open forum for partner marketing-related questions - if we don't have an answer, we'll find it and follow up Who is Erica Kuhl? @ericakuhl, in/ericakuhl

1. Partner Marketing Power Hours

2. 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

3. 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

4. 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

5. Salesforce Success Community
Erica Kuhl
Sr. Director, Salesforce Community
ekuhl@salesforce.com
@ericakuhl

6. History of the Success
Community
A trip down memory lane.

7. 2005 2007 2010 2013
10 Year Evolution of the Success Community
2015

8. 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

9. 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

10. What Community Means to
Salesforce
From peer support to innovation and everything in between.

11. 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

12. 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

13. 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

14. Measuring Success
Cracking the code to community ROI.

15. 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

16. Measuring Community ROI
Customers that are members have generated 2x more Pipe than non-membersAND Customers that are
members have 2.5x higher closedACV 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)

17. Measuring Community ROI
9%
9%
12%
16%
0%
2%
4%
6%
8%
10%
12%
14%
16%
18%
No Community Participation Community Participation
over 3 months ago
Community Participation
within last 3 months
S1 Chatter Group Member
Average S1 Penetration by Community Participation
Customers that are members 33% higher ProductAdoption than non-members

18. 86%
Community members adding new Products or Features because of
their participation in the Community
Measuring Product Up Sell/Cross Sell

19. Thank you

20. APPENDIX

21. Community Team Structure
How to scale to achieve maximum success.

22. The Extended Success Community Team
Support Organization Product ManagementCustomer Success
3 Dedicated Reps on
Answers
2 Customer Success
Moderators
1 PM & 3
Developers
Help & Training
Team
IT
20+ Sub-Community
Managers
Marketing, CSM, PM

23. The Success Community Team
Holly Goldin
Advocacy Programs
Phoebe Venkat
Community Engagement
Kristie Garafola
IdeaExchange Engagement
Molly Masterson
Community Coordinator

24. Partner Marketing Power Hours
Marketing Updates
Week of 3/4/2015

25. • 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 Soon
p.force.com/powerhour
DateInsights 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

26. Get Engaged in the Partner Community
partners.salesforce.com
• Ask your questions in the Partner Marketing
Group with 100s of other partners
• Enjoy the incredibly helpful nature of our partner
community

27. 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

28. Hit the Road with Salesforce
salesforce.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!)

29. Promote your App with AMP
p.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.

30. Stay Up-to-Date on our Blog and eBooks
blogs.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

31. PR Loves BIG Customer Wins

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

33. Salesforce State of Marketing Report
Google Salesforce State of Marketing

34. Salesforce Q4 Highlights Video
Google Salesforce Q4 Highlights

35. Why You Should Take Video Seriously
Viral Gains: 5 Advertising Predictions for 2015

36. Cool Tool: Canva for Nice, Fast Design
http://www.canva.com

37. Cool Tool: Flat Icons for Modern Images
http://flaticons.net

38. Partner Marketing Power Hours
Q&A with
the Team