Inside Successforce.com
Starting an Online User Community
Track: Advanced Marketing
Jamie Grenney, Salesforce.com

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Three Years Ago
 Simple 1 Page Website
 12 Pieces of Content
 Contact Me Form

Successforce Today
Publishing
25 Blogs
Over a 1,000 Posts
Technology
RSS Feeds
Google Ajax Search
Embedded Video
Community
5,046 Ideas
92,319 Votes
7,916 Comments

What We Are Going to Cover in this Session?
 Why start an online community
 What draws customers to online community
 How has Web 2.0 changed customer behavior
 How to build your own Successforce

Why start an online community?

Why Start an Online Community?
 Improve Customer Success Support
 Increase Rep Productivity
Sales
 Create a Competitive Differentiation
 Drive Evangelism Marketing
 Generate Leads
Product
 Insight Into Customers Development
 Harness Innovation

What draws customers to
online community?

What Do Your Customers Want?
 Quick Answers to Questions
 Step-by-Step Guidance
 Breaking News
 Access to Experts
 Voice Their Opinion
 Feeling of Ownership
 Personalization
 Connect with People

How do I cancel my eBay bid?

Personal Genomics

Act Customer Reviews

In this web 2.0 world
how do you build online community?

Start a Blog

Simple Authoring Tools

Start a Conversation

Syndicate Your Content

Content Get Picked Up By Searches

You Can Create Lots and Lots of Blogs
Blog Roll

How do we bubble
the best stuff to the top?

Successforce Homepage

How Do We Drive Membership?

Personalize The Experience

Create Dialog
Comments
Post a Comment

Connect with Others
My Profile

We See Lots of Exciting Use Cases
Post an Article or Promote Things that Discuss with the Community
Valuable Resource Intest You and Connect with Peers
Community Driven News
Suggest a new Product Promote Ideas That You Discuss With Product
Concept Want to See Developed Managers and Other Users
Feedback and Innovation
Post a Question or Promote Good Questions and Answer Questions with
Best Practice Tips Add them to Your Watch List the Community
Help and Discussions

Feedback and Innovation

Help and Discussions

So how does this
relate back to CRM?

Single View of the Customer

This sounds great but
it feels out of reach

Start with the Basics, Setup a Blog

You Could Try Go the Mash-up Route

Or You Could Go with the Salesforce Platform
 Point & Click
Customization
 Integrated with CRM Data
 Easy to Extend
 Seamless Upgrades

Where Were Headed
Private Employee Secure Customer Public
Communities Communities Communities
 Sales advice  Feature requests  Product ideas
 Success stories  Best practices  Community news
 Employee feedback  Customer feedback  Rating and reviews
This year Next year

Panel Discussion
 Jamie – Salesforce Ideas Product Line Director
 Kingsley – Successforce Product Manager
 Michael – VP of Product TypePad
 Todd – Top IdeaExchange User

For More Information
blogs.salesforce.com/ideas
 View This Session Online
 Get Product Updates
 Find Answers to FAQs

Don’t miss these Activities:
 Visit our High Tech Expo
 16 Partner Solutions
 More than 40 breakout sessions
 Software and High Tech Demos
 Meet 2000 High Tech Attendees
 Birds of a Feather Industry Luncheon:
Tue 12:15
 Enjoy a Latte and Network in our
Industries Lounge

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