The document discusses Salesforce Communities and how they can be used to engage customers, partners, and employees. It provides an overview of community types for sales, service, and marketing purposes. An example is given of LifeLock, which implemented a Salesforce community to improve partner collaboration, sales management, and support. The community provided functions like lead tracking, sales reporting, support case management, and collaboration through Chatter. The community helped LifeLock onboard new customers faster and improve partner engagement. Key takeaways emphasized investing in community engagement, considering different community types, and using community data.

1. Salesforce Communities
The power of your platform in the hands of your customers
July 28th, 2015

2. • About Traction
• The Rise of Advocate Marketing
• Defining Communities & Business Impact
• What is the Right Community for Your Business
• Customer Success: LifeLock
• Salesforce Communities
• Takeaway Insights & Considerations
Today’s Agenda

3. Chris Peacock
VP, Alliances – Traction on Demand
cpeacock@tractionondemand.com

4. Traction on Demand
 9 years implementing and developing the Salesforce platform
 Largest dedicated Salesforce partner in Canada
 First 500 certified on Salesforce.com
 450+ customers, 1700+ projects & 300+ custom Force.com apps
 Experts in bending cloud technologies
 White label service provider for Salesforce.com
 One of DocuSign’s top three finalists for Partner of the Year 2015
 Salesforce Marketing Cloud award for fastest ramped partner (2014)
 Top ten Best Place to Work in Canada in 2014 & 2015
 Traction for Good

5. Traction’s Customer Community

6. 92% of B2B sales are
influenced by word-of-
mouth marketing
http://influitive.com/blog/how-to-use-csat-other-customer-satisfaction-metrics-to-discover-brand-advocates/

7. The Shift in the
Balance of Power

8. Companies Need to Engage
with their User Network(s)

9. Online Communities Aren’t New…

10. But They’ve Definitely Improved

11. Communities Optimize the Entire
Experience
Collaborate
Educate
Sell Market
Service
Analyze

12. Community Types
Sales
Joint marketing and selling
Partner recruitment and education
Deal management
Service
Customer self-service
Collaborative case resolution
White-glove premium communities
Marketing
Campaign management and alignment
Centralized agency management
Prospect engagement

13. Average reported percent
improvements from Communities
48%
46%
48%
45%
43%
Faster
resolution time
Increase in
partner
engagement
Increase in
employee
engagement
Increase in
partner sales
Increase in
customer
satisfaction

14. Customer Community
Sales
• Deeper knowledge on customer needs
• Upsell/cross sell
• Product innovation
Service
• Customer self-service
• Collaborative case resolution
• Reduced overhead
Marketing
• Targeted marketing
• Centralized hub for agencies
• Prospect engagement

15. Partner Community
Sales
• Joint selling to close deals
• Partner recruitment and deal registration
• Partner education and alignment
Service
• Customer self service
• White glove premium communities
• Collaborative case resolution
Marketing
• Campaign management and alignment
• Centralized hub for agencies
• Prospect engagement

16. Transform Partner Engagement
with Salesforce Communities
Featuring LifeLock
Emily Westbrook & Viet Nguyen – July 29th, 2015

17. Leading provider of identity theft
protection services in the US for
consumers and businesses
Threat detection
Actionable identity alerts
Remediation services
Services/products provided
directly and through partners

18. Fastest growing company in
North America (internet category)
Employees
Members
670+
4M
65th
1000+ Partners

19. LifeLock was looking for a better way to collaborate
with their partner community
• Previously managed partner sales through set of hybrid
manual and semi-automated processes and tools
• Onboarding new members into LifeLock database required a
complicated data transfer process
• High administrative overhead to manage transfer of data
• No collaborative channel for partners to engage with LifeLock
• Unable to manage communications through email
• Ineffective support/ticketing process
Challenges

20.  Full self-service partner community providing access to:
 Lead/referral submission and opportunity tracking
 Partner sales reporting functionality
 Access to marketing & sales collateral
 Support case creation/submission and management
 Improved collaboration with LifeLock BD and enablement teams
 Developed using Salesforce Communities & Chatter
 Integrated with Sale Cloud for partner sales management
 Integration with LifeLock’s backend systems for data management
Solution

21. Let’s See it In Action

22. LifeLock Partners currently using the Community
Results
585+
A simple and secure process for partners to
onboard new customers/members
Better visibility into partner referrals and opportunities
through enhanced reporting/lead management
Faster support case creation and resolution
Enhanced partner collaboration through any device
at any time

23. Takeaway Insights
3. You’re collecting extremely valuable data – use it!
4. Communities should be a part of your long term strategy
1. One community does not fit all
2. Engagement is earned, not given – invest

24. Think about how your business interacts
• Customers?
• Employees?
• Partners?
• Products?
• Where is the opportunity?
• Knowledge, ideas, customer self service,
case deflection, collaboration, sell…
Takeaway Considerations

25. Questions?
Chris Peacock – cpeacock@tractionondemand.com
Viet Nguyen – vnguyen@tractionondemand.com