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S A S007 Joseph 091807



Full session information and video available on successforce.com.

Full session information and video available on successforce.com.



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    S A S007  Joseph 091807 S A S007 Joseph 091807 Presentation Transcript

    • Innovation Through Committee Community Track: Support II: Advanced Strategies Kingsley Joseph, Salesforce.com
    • Safe Harbor Statement “Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward- looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates. Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward- looking statements, except as required by law.
    • What We Will Cover  Crowdsourcing Innovation  The IdeaExchange Story  The Salesforce Ideas Product  Lessons Learned  Panel Discussion
    • Crowdsourcing “Crowdsourcing is … the act of taking a job traditionally performed by an employee or contractor, and outsourcing it to an undefined, generally large group of people, in the form of an open call.” Truthdowser Mrslippery Celendin Paul Boutin
    • We’re All In This Together – Company, Employees, Customers & Partners
    • The Committee is Dead. Long Live the Community!
    • Crowdsourcing Works …  Yahoo  Google  Britannica  Wikipedia … in Mysterious Ways
    • Crowdsourcing Increases Idea Diversity  Diversity is Important for Survival of the Fittest  Chaos and Churn Make Crowdsourcing Better, Not Worse  As Our Jobs Get More Specialized, Our Hobbies Become More Diverse  Amateurs With Diverse Hobbies Bring Fresh Perspectives To The Table
    • Crowdsourcing Improves What You Already Do  It is not either-or; keep your R&D budget  Crowdsourcing allows managers & developers to focus on ideas that matter to stakeholders  Instead of only listening to your loudest customers, allow many small voices to combine
    • Crowdsourcing Is Many to Many  Listen to the community  … But also let the community persuade itself  Crowds are hard to gather and harder to control
    • Crowdsourcing Is Not New  But the tools to do it have been primitive  … And not taken seriously
    • What is ? New Crowdsourcing Product
    • Proven Success at Crowdsourcing Innovation Successforce.com Salesforce Ideas Dell IdeaStorm 4861 ideas; 88653 Votes; 7626 comments 7185 Ideas; 505402 Votes; 42038 comments 808 articles; 13210 votes; 181 comments
    • Why Does It Work So Well?  Crowdsourcing innovation panders to self interests  Customers want improvements  Managers want to prioritize  Partners want to fill gaps in the ecosystem
    • Why Does it Work So Well?  Easy To Participate +10  Slippery Slope of Participation – Vote, Comment, Post
    • Why Does it Work So Well?  Creates Context & Focus For Conversation. People Need Things To Talk About I love what I'm seeing and the early feedback echoes that.
    • Successforce IdeaExchange Successforce IdeaExchange  Launched in Oct. 2006 4861 ideas; 88653 Votes; 7626 comments  Replaced & Enhanced Feature Request Process  Successful Enterprise Web Community  Codie Awards Finalist in Best Corporate Blog Category
    • Comparison With Previous Process  Product Managers could not  Product Managers can focus keep up with the volume on the most popular ideas  Customers received little  Customers feel empowered feedback on requests and validated  Good ideas often slipped  Good Ideas are visible to through the cracks everyone and hard to miss
    • Product Managers Love the IdeaExchange  They feel more in touch with customers  Instant focus groups – ask questions of customers who really care about a feature  Sign up users for usability tests and customers for trial runs
    • Customers Love the IdeaExchange  Instant validation and feedback from other customers as well as product managers  Other customers and partners post available workarounds and AppExchange applications  Feeling of empowerment and having a say in the product roadmap
    • Partners Love the IdeaExchange  Treasure trove of ideas to build apps for  Ready indication of demand and interest  Ability to market to customers who need a solution now
    • Lessons Learned Oh boy.
    • I been getting good crowds. It only took 50 years. – Mose Allison
    • Lesson 1: Building A Community Is Hard Work  Self Interests Are A Good Start  … But Conflicting Self Interests Are Not  If You Build it, They Will Check It Out … Maybe. So Promote, Promote, Promote
    • Kick Starting The Community  Seed It – Nobody Likes a Dead Party. Post Ideas and Comments  Market it – Campaigns, Email, Support  Educate Internally  Get Vocal Customers Excited
    • Lesson 2: Keeping a Community Alive is Work Too  Death By A Thousand Yawns  Program Management!  Organize communicating back to customers  Get Metrics To Product Managers  Give Partners Tools (& Leeway) to Innovate
    • Lesson 3: Roll With The Punches  The unpredictable happens – over and over  Roll with the punches  Have guidelines on hand – but don’t be rigid  Keep sight of the bigger picture
    • Common Questions  Is anyone looking at my ideas?  Does a high vote count mean a feature will be implemented?  I’m a partner and I want to know which ideas are the right ones for me to implement  More questions ?
    • Ask Our Panel  Kingsley – Successforce Product Manager  Nori – IdeaExchange Product Manager  Jamie – IdeaExchange Product Line Manager  Eric Wilson – Product Manager Who Uses the Community  Kristen Engelhardt – Program Manager
    • Session Feedback Let us know how we’re doing! Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories:  Overall rating of the session  Quality of content  Strength of presentation delivery  Relevance of the session to your organization Additionally, please score each individual speaker on: Overall delivery of session We strive to improve, thank you for filling out our survey.
    • Let the Discussion Live On  View This Session Online  Post Your Comments and Questions  Subscribe to the IdeaExchange Blog  Office Hours