Market - Intro to social media listening and engagement with Radian6

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Market - Intro to social media listening and engagement with Radian6

  1. 1. Market: Intro to Social Media Listeningand Engagement with Radian6Gordon Evans Brigitte DonnerSr. Director, Product Marketing Product Marketing Manager @gordonevans @bcdonner
  2. 2. 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 assumptionsproves 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, includingany projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies orplans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded servicesor 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 deliveringnew functionality for our service, our new business model, our past operating losses, possible fluctuations in our operatingresults and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, risks associated withpossible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability toexpand, retain, and motivate our employees and manage our growth, new releases of our service and successful customerdeployment, 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 annualreport on Form 10-K for the most recent fiscal year ended January 31, 2011. This document and others are available on theSEC 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 availableand may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions basedupon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update theseforward-looking statements.
  3. 3. Agenda Radian6 Overview Fundamental Shift in Marketing Transform Your Business With Radian6 Radian6 Demo Customer Interview Q&A
  4. 4. Feeling Social?Share insights and take-aways from today’s session with your social networks using #cloudforce
  5. 5. Delight Your Customers and Employees in a Whole New WayEmployee Social Customer Network Social Network Social Collaborate Profile Market Work Service Extend Sell
  6. 6. Radian6 is the World’s Leader in Social Marketing Market Leadership Customer Success Technology Innovation 2,500+ Customers 50% of Fortune 100 150+ Million Sources “One of the founding principles of Dell is Twitter “Firehose” really about listening and learning from our customers and being 17 Languages able to take that feedback and improve.” Social Hub Michael Dell, Chairman & CEO Mobile Access REST API
  7. 7. A Leader in the Forrester Wave Enterprise Listening Platform Market Leader Largest Footprint Most Innovative Vendor Source: The Forrester WaveTM: Enterprise Listening Platforms, Q2 2012
  8. 8. Customer Success Across Every Major Metric Source: Radian6 Customer Relationship Survey conducted December 2011, by an independent third-party, MarketTools Inc., on 800+ customers randomly selected.
  9. 9. Your Customers Share More than Ever Before Having a Great problem with… article on… Love the new… Looking Cool video… for recs... Product Hiring review… a CTO…
  10. 10. The Social Divide – Customers and Companies Your customers and What about employees are social. your company?
  11. 11. Even the Best Brands Have Had Social Media Casualties
  12. 12. That’s Created a Fundamental Shift in Marketing Traditional Marketing Social Marketing Interruption Marketing Invitation Marketing Company controls brand perception Community shapes brand perception Trust company messages Trust Friend Recommendations Eyeballs and ears Hearts and Minds Centralized presence (www) Distributed presence Buy a list of names to email Social Listening & Engagement
  13. 13. Social is Disrupting the Entire Enterprise Improve brand perception Executives Build customer loyalty Sales Drive sales Marketing Deliver customer service R&D Develop better products Service Recruit top talent Recruiting
  14. 14. Transform Your Business with Radian6 Automate & Service Scale Engage Visualize Analyze Summarize Listen Mobile
  15. 15. Listen to Customers on Millions of Social ChannelsAnalysis Dashboard Over 150 million sources Full Twitter “Firehose” 17 Languages
  16. 16. Analyze Social Customer InsightsSocial Insights Demographics Social Insights Segmentation Campaign Management In-flight Targeting Insights Partners:
  17. 17. Engage with Customers On Their Terms, In Real TimeEngagement Console Build Loyalty & Community Delight Customers with Social Service Build Pipeline
  18. 18. Automate & Scale Social Across the EnterpriseSocial Hub Social Workflow Executives Automatically Route Posts to Sales the Right People: •  Executives Marketing •  Marketing •  Sales R&D Service •  Service •  R&D •  Recruiting Recruiting
  19. 19. Delight Customers with Social Customer ServiceRadian6 for the Service Cloud Marketing Service Automate Case and Contact Creation Resolve Cases On Any Social Channel Pre-built Knowledge for Common Questions
  20. 20. Visualize Social Trends and DataREST API Social Media Command Centers Dynamic Visualization of Social Data Real-time Monitoring Radian6 Command Centers:
  21. 21. At-a-glance Barometer of Social SuccessSummary Dashboard Social Metrics & KPIs Share of Voice Share of Conversation Key Influencers Trending Topics
  22. 22. Take Social MobileiPhone App Free iPhone app Engage on the go Keep your finger on the pulse of your brand at all times
  23. 23. Demo
  24. 24. Simon Nicholson Gordon Evans Social Media Manager Sr. Director, Marketing @Sikenic @gordonevans
  25. 25. Don’t Forget to Submit Your Survey! Please stop by the registrationkiosks to complete your session surveys - Each survey returned enters you to win a £250 Apple gift card. Thank you!

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