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Chatter Communities

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These are the slides from the breakout session on Chatter Communities from the Becoming a Customer Company event. The event took place at the Metropolitan Ballroom in Minneapolis on July 17th, 2013. …

These are the slides from the breakout session on Chatter Communities from the Becoming a Customer Company event. The event took place at the Metropolitan Ballroom in Minneapolis on July 17th, 2013. For more information, head to magnet360.com

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  • In Q4 of last year, McDonalds had it's first quarter of decreasing same store sales in a decade. In the same period Taco Bell has had record sales growth. One reason for this growth is the Dorito Taco. People love the Dorito Taco. It makes sense, it is the Mexican version of chocolate and peanut butter. What people don't know is that the Dorito Taco was invented by Cargill Food Scientists. Cargill is trying to change the nature of its relationship from a commodity supplier to a value added supplier. No longer competing on price but becoming a valued partner with their customer. Cargill is now helping McDonalds with its new Egg White McMuffin. see attach internal add from Cargill.
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    • 1. SALESFORCE CHATTER COMMUNITIES ERIC SCHEEL, MAGNET 360 PAUL CULPEPPER, SALESFORCE.COM
    • 2. SALESFORCE CHATTER COMMUNITIES
    • 3. E N G A G E M E N T S T R AT E G Y
    • 4. S A L E S F O R C E E X P E R T I S E /// Partner Since 2004 /// 1,500 + Platform Projects /// 73 Certifications /// 8.8 Customer Satisfaction Score
    • 5. 5 YEARS OF INNOVATION
    • 6. FICO DECISIONS COMMUNITY First-of-its kind B2B Community on Force.com Integrated five cloud services Within months of launch, was the second largest lead source for the business
    • 7. HONEYWELL CONTRACTOR LOYALTY Thousands of contractor and distributor users Partner community Points based loyalty program – key customer engagement and sales tool
    • 8. “The Collaborative Economy is an economic model where ownership and access are shared between corporations, startups, and people. This results in market efficiencies that bear new products, services, and growth opportunities.” -Jeremiah Owyang, Altimeter Research The Collaborative Economy
    • 9. MATURITY MODEL 2 – Presence • Stake our claim • Marketing interacts • Direct customer engagement • Paid/owned/earned presences are born 1 – Planning • Listen & Learn • Simple monitoring • Report on Sentiment and Influence 3 – Engagement • Dialog Deepens relationship • Marketing promotions take form • Customer service engages • Social graph aggregation 4 – Formalized • Organized at scale • Global coordination • Governance and response plans • Paid/owned/earned is optimized 5 – Strategic • Social across enterprise • Links to customer service, sales, HR, IT Functionality ExtensiveLimited BusinessImpactHighLow 6 – Converged • Social embedded into products, services and events
    • 10. COLLABORATION VALUE CHAIN
    • 11. CARGILL AS A SERVICE
    • 12. COLLABORATION
    • 13. GENERAL MILLS OPEN INNOVATION
    • 14. OPEN INNOVATION
    • 15. CHATTER COMMUNITIES - HAAGEN-DAZS EXAMPLE
    • 16. BusinessImpactHigh TOTAL PLATFORM INTEGRATION Chatter Sales Cloud Service Cloud HD-Connect Community Site.com Social Analytics Insights A Salesforce.com Journey – Started in 2005 25+ Projects | 1 Partner Functionality Extensive
    • 17. STORE LAUNCHES
    • 18. COMPETITIVE INTELLIGENCE
    • 19. CONNECT
    • 20. CONNECT
    • 21. CONNECT
    • 22. CONNECT
    • 23. DEMO
    • 24. IMPLEMENTATION
    • 25. MIGRATING FROM PORTALS TO SALESFORCE COMMUNITIES • Existing Portals can migrate to Communities • No impact on your existing portals • Communities and Portals can co-exist
    • 26. WHY COMMUNITIES? • Next generation portal combines: – Force.com Platform – Site.com Branded Pages – Chatter collaboration • Salesforce.com Platform with Collaboration at its core.
    • 27. COMMUNITY LIFECYCLE
    • 28. KEYS TO SUCCESS • Brand Promise - Authentic – not marketing • Identifying specific audiences, goals and needs – Attract and engage so users are drawn to the community – Users want access to SME • Decide: private or public? • Decide: evergreen or time-boxed community? • Establish a bill of rights • Transparency is key (fine line with sensitive information) • Listen and Learn from feedback, metrics – Iterative approach – Expect and prepare for negative feedback – Have thick skin • Integrate with other business units, efforts, systems – Sales / Operations / Marketing / Support • Internal input is as important as external input
    • 29. Q & A
    • 30. WHO WE ARE /// CLIENT TRUST EARNED EVERYDAY /// CONSTANT EVOLUTION /// RESPONDING WITH URGENCY /// COLLABORATION /// SHARED OWNERSHIP /// ROCKIN MINNEAPOLIS | NY 85+ EMPLOYEES

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