![Safe Harbor Statement ,[object Object],[object Object],[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
Recommended
More Related Content
What's hot
What's hot (20)
Viewers also liked
Similar to S A S001 Martin 091707
Similar to S A S001 Martin 091707 (20)
More from Dreamforce07
More from Dreamforce07 (20)
Recently uploaded
Recently uploaded (20)
S A S001 Martin 091707
- 1. John Ball Vice President Service and Support Product Line Track: Service and Support Keynote
- 5. Welcome
- 6. The world is changing…
- 7. Over 70M blogs created 120,000 new blogs created/day 1.5 million posts/day Every voice is now heard 2003 2004 2006 2007 2M 70M 28M Number of Blogs Tracked 2005
- 8. Over 100 Million Users on MySpace Individuals are more connected than ever
- 9. People are tapping into collective wisdom
- 10. What does this mean for Customer Service?
- 11. Self-Service has Become a Way of Life 80% of British Airways short haul passengers at Heathrow never have to stand in long check-in lines Offline and Online
- 12. Self-Service is the Fastest Growing Customer Interaction Channel 0 10 20 30 40 50 60 Percent of Contacts Internal Call Center Outsourced Call Center Self-Service 2006 2009 Contact volumes increasing 8% per year
- 13. Customers are Connecting with their Peers
- 14. Individuals Have a Stronger Voice 1M+ visitors on YouTube saw a cable technician asleep on a customer’s couch holding for the company call center Your brand can be destroyed with a single click
- 15. But, your old problems remain… In fact they are getting worse… % of companies who believe they are serving their customers well 80% % of their customers who agree 8% Source: Bain & Company
- 16. Traditional Software is Often Obsolete by the Time it is Deployed Kick off Requirements gathering 3 months Customization & development 9-12 months Testing User acceptance Go live Business requirements have changed 18 months 6 months Now you are stuck
- 17. Go Live Faster than Traditional Solutions Can Even Be Designed with Requirements gathering Days Customization in days Go live Weeks Customize in hours Customize in hours “ It took one person less than a week to customize, brand, and fully deploy the Salesforce Customer Portal in production”. Mark Silber ,
- 18. Deployments in 1 to 3 Months on Average 3.5 months 1.5 months <3 months 3 months 3.5 months 3 months 1 month 1.5 months <1 month 3 months 2 months 1.5 months 3 months 2 months 2 months 2.5 months <2 months <1 month <2 months 3 months
- 24. Join us for Cocktails and Appetizers And Win an iPhone Tuesday September 18th at 6:30 pm TWO San Francisco