Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

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Learn more about Chatter and how to best deploy it. Liz Bushell (@LizBushell) present on the best practice and shows a Deployment Timeline. Guest speakers from SmartSalary and Vodafone also show their deployments of Chatter.

This was presented during a Breakout Session at Cloudforce Sydney 2012 (http://www.salesforce.com/au/cloudforce/ ).

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Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

  1. 1. Chatter Deployment & Best Practice /chatter @chatter
  2. 2. Elizabeth Bushell Senior Manager Success Account Management@ LizBushellin/elizabethbushell
  3. 3. Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-lookingstatements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions provesincorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-lookingstatements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projectionsof subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management forfuture operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments andcustomer contracts or use of our services.The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering newfunctionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate ofgrowth, interruptions or delays in our Web hosting, breach of our security measures, risks associated with possible mergers andacquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivateour employees and manage our growth, new releases of our service and successful customer deployment, our limited history resellingnon-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that couldaffect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year endedJanuary 31, 2012. This document and others are available on the SEC Filings section of the Investor Information section of our Web site.Any unreleased services or features referenced in this or other press releases or public statements are not currently available and maynot be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features thatare currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  4. 4. Special Guests Breaking Down Corporate Hierarchy Deven Billimoria, Smartsalary Doin’ Better Business with #Chatter Murray Elliott, Vodafone
  5. 5. Our Journey with Salesforce Chatter
  6. 6. Why did we want our people to Chatter?
  7. 7. Breaking Down Corporate Hierarchy Formal Informal Time
  8. 8. Creating Buzz and a Sense of Excitement
  9. 9. Check This Out!
  10. 10. National Village
  11. 11. Not just out playing golf!
  12. 12. What’s Next for SmartSalary?
  13. 13. Chatterfication!!
  14. 14. 4 point Deployment Plan Executive sponsorship Change management Use cases Communication Plan
  15. 15. Doin’ Better Business with #ChatterMAKES LIFE EASIER Email = days MORE CONNECTED Chatter = hours Don’t feel like I’m 1600km away POST AN ISSUE Someone has MOTIVATING the answer Sharing goals and results created healthy competition
  16. 16. Vodafone Chattersphere
  17. 17. The Vodafone Hutchison Australia Social EnterpriseEmployee Social Engagement Customer Social Engagement Internal Collaboration Customer Social Listen & Engage Profile Sales Dealer & Partner Portal eCare Customer Wholesale & Service Interconnect Single Brand Web-based Experience Product Config & Retail at Work Bundling Business Engagement
  18. 18. Key Takeaways Training/Learning & Development Strong business justification Defined use cases Executive Sponsorship Key Influencers Manage the Change
  19. 19. Social TransformationBest Practice and Adoption Strategies
  20. 20. Social Transformation Playbook1 Identify social processes2 Categorize use cases3 Execute with sponsors
  21. 21. 1 Identify Social Processes50 Examples Across Every Department www.facebook.com/chatter SALES & SALES PRODUCTIVITY 1. MAKE NEW REPS PRODUCTIVE FASTER 2. CROWD-SOURCE BEST-IN-CLASS SALES TOOLS 3. FOSTER HEALTHY COMPETITION 4. GET REAL-TIME DEAL UPDATES 5. COLLABORATE WITH CUSTOMERS
  22. 22. 2 Categorize Use Cases Based on Ease & Impact High CEO all- Events & hands call Offsites R&D Competitive intelligence Airing of grievances Low Affinity groups Difficult Easy
  23. 23. 3 Execute with Sponsorship Identify executive & operational sponsors for “Quick Win” and “Social Transformation” use cases Executive Sponsor Operational Sponsor (e.g. CEO, division lead) (e.g. Sales ops manager) 3 posts & questions per week Daily engagement & activity
  24. 24. Implementation StepsAn Overview of Important Steps in Planning Your Chatter Initiative Use Case Define the Change Adoption Support/Identification Team Manage- Training Planning Moderation ment Executive Sponsorship
  25. 25. Proposed Chatter Deployment Timeline DAYS-45 -30 -10 -7 -5 -3 -1 0 +1 +5 +7 +14 +30 Marketing / Education Adoption Campaign Live Webinar Chatter Day Chatterlytics Launch Chatter Go-Live Project Admin Activities Admin Activities
  26. 26. Maximising Engagement and Adoption
  27. 27. For Executive Sponsors and EvangelistsThe Five “R”s Role Model Reminders & Reinforcement Recognition Redirection
  28. 28. For End Users Use Chatter every day Post in the right place Manage who & what you follow periodically Adjust frequency of email digests & notifications Know what features to use when
  29. 29. Additional Resourceshttp://www.salesforce.com/chatterguide/
  30. 30. Don’t Forget to Submit Your Survey!Stop by the registration kiosks to complete your sessionsurveys. We have 200 KeepCups to give away as well as the chance to win a $500 iTunes voucher! Thank you! NSW Permit No. LTPS/12/05010

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