DF12 Community Keynote


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The opening section of the Community Keynote at Dreamforce 2012.

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DF12 Community Keynote

  1. 1. #DF12Community KeynoteJamie Grenney Nathan Freitas Jennifer Burnham Erica KuhlVP of Social Media Command Center Content Marketing MVP Program @jamiegrenney @natespeak @jennydburnham @ericakuhl
  2. 2. The Cloud Computing Event of The Year
  3. 3. 750 Breakout Sessions
  4. 4. Cloud Expo with 350 Companies All Under One Roof IT Management Time & Expense eCommerce Search Email & Calendar Sync Surveys ERP Telephony Event Management Websites Field Service Forecasting & Territory Mgmt Geolocation Human Resources Marketing Automation Mass Emails Accounting Contact Management Payment Processing Admin & Developer Tools Consulting Services Productivity Agent Productivity Dashboards & Reports Product Management Campaign Management Document Management Quotes & Orders Chat & Web Conferencing Data Cleansing Sales Intelligence Compensation Management Integration Sales Methodologies
  5. 5. Und Red Hot Chili Peppers! er th e Br idge ScBy ar th Tis eW su nd e ay rou )G Oh y er (H e igh n o w tio S n H ca rni lifo Ca
  6. 6. Amazing Events Taking Place Year Round• Cloudforce Tours• Local User Groups+ All The Online Conversations http://flickr/salesforce
  7. 7. 100,000 Companies Sharing Best Practices All Running On a Common Business Platform
  8. 8. Companies with Incredible Stories Innovation Like We’ve Never Seen Before
  9. 9. What Is the Community Talking About? Recruiting Custom Apps CollaborationSocial Strategy Data Quality Sales Productivity Workflow Performance Management Communities Generating Leads Adoption Reporting Multi-Channel Support Mobile Apps Customization Seasonal Releases Marketing Automation
  10. 10. Rise of the Social Customer Interesting Friend Concept I’ve Got a Friend Friend Question This Might Following Be Helpful Brand Like +1 Following Worth Influencer Following Reading Status Following update
  11. 11. Our Social Transformation Social Customer Profile Content Social Marketing Workforce Social Campaigns Online Community Social Advertising Listening & Engaging Social Social PR/ Channels Content Social AR Marketing Marketing Automation Eventshttp://youtube.com/salesforcesocial
  12. 12. http://YouTube.com/Salesforcesocial
  13. 13. Today’s Agenda Tapping into the Power of Community Getting Answers to Questions Content & Conversations That Delight Where To Find Great Content Incredible Success Stories From Our MVPs Advice From Our Customer Heroes We want to inspire you! #df12
  14. 14. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer 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 new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal quarter ended July 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 may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  15. 15. TAPPING INTOTHE POWER OFCOMMUNITYNathan FreitasCommand Center @natespeak
  16. 16. Where We Were a Year Ago
  17. 17. @mariaignatova @kendallSF
  18. 18. @natespeak @jaredmpaul @aeschenburg
  19. 19. Conversation Volume # !80,000 ? @Brand MentionsEach Month 1,200 26,000 Actively Engaged Read by the Community Team
  20. 20. What Types of Posts Do We See? wins argh news ideas sales help
  21. 21. Tweetshelp Salesforce @salesforce 2m @thogge your best bet is to post it to our answers forum: http://answers.salesforce.com or you can use #askforce to reach our twitter community. Tyler Hogge @thogge 16m @salesforce can I build a dash that shows trends? EG number of calls made each week for the last 10 weeks?
  22. 22. help
  23. 23. help
  24. 24. help Why Use Answers? • 2+ Answers Per Question • Upload Images • More Powerful Search • Clarify Questions • More than 140 Characters • Mark Best Answer
  25. 25. Tweetshelp Tyler Hogge @thogge 3m @christophera owe you. Much appreciated. Christopher Eikanger @christopherea 29m @thogge do a matrix summary report with create date (summarized by week/month) and rep name on the second column. Christopher Eikanger @christopherea 30m @thogge Yes, if calls are logged as tasks, you can create a summarized report by created date and display a trend line on db #askforce Salesforce @salesforce 1h @thogge your best bet is to post tour our answers forum: http://answers.salesforce.com or you can use #askforce to reach our twitter community. Tyler Hogge @thogge 1h @salesforce can I build a dash that shows trends? EG number of calls made each week for the last 10 weeks?
  26. 26. Tweetshelp Salesforce @salesforce @SalesforceHulk sorry to hear that you’re running into 1m trouble. Log a case at http://help.salesforce.com and we’ll give you a call to figure it out. SALESFORCE HULK @SALESFORCEHULK 18m argh HULK IS SAD. HULK CANNOT SEE CAMPAIGNS TAB. IF NO HELP HULK SMASH!
  27. 27. help argh
  28. 28. help argh
  29. 29. Successwins Collaboration Hero Salesforce Ninja Breakthrough Knowledge Innovation Trust
  30. 30. Tweetsideas Salesforce @salesforce 1m @EgoTurns Thanks for the feedback, make sure to vote up the idea on the IdeaExchange! bit.ly/qpFUER Mel @EgoTurns 58m I really love Salesforce, but I’d love it more if I could mass edit my email templates.
  31. 31. ideas
  32. 32. ideasIdeas
  33. 33. ideas
  34. 34. Closed Loop Process for Innovation 28,980 Ideas 1,698 Comments / Monthideas 9,447 Votes / Month 1,016 Delivered Ideas
  35. 35. ideas
  36. 36. NLWidder @NLWidder 15m Now I’m @salesforce @salescloud and @servicecloud Tweetscertified! @salesforcecert #goodnewswins Brent Downey @brentdowney 24m I am determined to become a @salesforce #MVP! Becka D @sfdc_nerd 39m @salesforce Thanks! The best part? We can count our relationship in DFs. We started dating a month before I went to my first @Dreamforce Eitan Saban @EitanSaban 46m again and again - really amazed with SFDC’s platform scalability Erik Eklund @ErikEklundMKE 58m Upgrading to @salesforce Unlimited Edition. Suuuuuuuuper stoked right now! Beaky Webster @BeckyMaeW 1h Just #overheard from @salesforceQueen: “Sometimes salesforce makes me too excited to sleep.” #DF12Ready
  37. 37. Tweetswins Gary Polmater @DarthGary 2s Boom! http://youtu.be/GT4QM86txC4 #ChatterMeMaybe Krish @krishnan 1m You know what will be really cool? @benioff having an empty chair at #df12 opening and talking to Larry. Jeff Grosse @CRMFYI 4m @TooSaaSy drank half my Guinness last night at #Tour2DF. I would have bought you your own pic.twitter.com/ xjvvAH1U NLWidder @NLWidder 15m Now I’m @salesforce @salescloud and @servicecloud certified! @salesforcecert #goodnews Brent Downey @brentdowney 24m I am determined to become a @salesforce #MVP! Becka D @sfdc_nerd 39m
  38. 38. TAPPING INTOTHE POWER OFCOMMUNITYNathan FreitasCommand Center @natespeak
  39. 39. CONTENT &CONVERSATIONSTHAT DELIGHTJennifer BurnhamContent Marketing @jennydburnham
  40. 40. Social Media Has Changed Marketing ForeverThe Largest Shift in 60 Years Old Way New Way Engaging Transparent Targeted Unsolicited One to many Untargeted
  41. 41. But Social Has Created Chaos for MarketingTactics and Tools Need to Adapt Uncoordinated Limited Action Insight Sales Developers Recruiting Support Events Intl Campaigns PR Product Mktg
  42. 42. #1 in Social Listening #1 in Social MarketingListening Engagement Workflow Content Social Ads Measurement
  43. 43. What We’re Managing in Buddy Media 350 Pieces of Content Per Month 129 200+ Individual Channels Content Contributors
  44. 44. Product Teams Sales Coordinated Action EnterpriseAdministrationDevelopers Deep Targeting Events Recruiting Aggregated Reporting
  45. 45. Connecting Social to the Heart of CRMClicks on a Watched a Posted a Read a Viewed a Became Liked a Re-Tweeted Brand Tweet Video Question Post Presentation a Fan Post a Post Mention SEM Free Trial Contact Me Event Registration eBook Offer 1 Lead Scoring Social Customer 2 Campaign Attribution Profile 3 Personalization
  46. 46. Focused on Content That Delights Retweets Likes Shares Comments Positive Sentiment Collaboration
  47. 47. Get Your Digital Snacks
  48. 48. http://YouTube.com/Dreamforce
  49. 49. http://Blogs.Salesforce.com
  50. 50. http://Blogs.Salesforce.com
  51. 51. http://Blogs.Salesforce.com
  52. 52. Knowledgewins Success Open Collaboration Breakthroughs Alignment Thought Leadership Insight Speed
  53. 53. @vhaseman @kevinwood@kendallsf @jennydburnham @mariaignatova
  54. 54. CONTENT &CONVERSATIONSTHAT DELIGHTJennifer BurnhamContent Marketing @jennydburnham
  55. 55. OUR MVPs AREAMAZING!Erica KuhlMVP Program @ericakuhl
  56. 56. Characteristics of an MVPKnowledgeableSalesforce Ninjas Accessible Actively Engaged 9+ days a monthLeaders Embody the Characteristics of the Salesforce Community
  57. 57. A Big Thanks To Our MVPs Winter’12 MVPs  Javier Gonzalez    Matt Bertuzzi    James Hemsley    Chris O Davies    Nebojsa Zgonjanin    Courtney House    Dave Manelski    Daniel Hoechst   78Active MVPs  Hannes Ellerbrock    Natalie Regier    Francis Pindar    Syed Talha Spring’12 MVPs Andrew Gross    Scott Hemmeter    David Pier    Jason Atwood    Jared Miller   2012  Deepa Patel    Jason Paquett
  58. 58. Fireside Chat with MVPsCommunity @DF12Erica Kuhl Michael Farrington Rebecca Dente Matt LambSalesforce.com RingLead Achievers Appirio @ericakuhl @michaelforce @sfdc_nerd @SFDCMatt
  59. 59. Thank You