Online Community Powered by Salesforce

Online Community Powered by Salesforce Track: Marketing Jamie Grenney, Salesforce.com Erica Kuhl, Salesforce.com

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Today’s Agenda
Different approaches to building online community
How we re-built our community on Salesforce
Tour of the site and tips for managing community
If you’re interested, how you can learn more
Questions

Three Pillars to Online Community Answers Blogs Guides Knowledge Community On Your Site Testimonials Ideas LinkedIn Facebook YouTube Twitter Your Channels On Other Sites Slideshare Flickr Blogs Facebook YouTube Twitter Other Conversations on the Web Partner Sites Forums

Community On Your Site
Greatest control over the user experience
Tight integration with CRM
Answers Blogs Guides Knowledge Community On Your Site Testimonials Ideas Facebook LinkedIn YouTube Twitter Our Channels On Other Sites Slideshare Flickr Forums Partner Sites Blogs Twitter Other Conversations on the Web YouTube Flickr

Many Benefits to Starting a Community
Improve Customer Success
Increase Rep Productivity
Drive Evangelism & PR
Improve SEO Strategy
Generate Leads
Harness Innovation
Gain Customer Insight
Create Competitive Differentiation

Evolution of Our Online Community 2004 Simple One Page Website 2005 Produced Lots of Content 2006 Added a TypePad Blog 2007 Launched IdeaExchange

Ended Up with a Mash-Up of Technologies Home Getting Started Best Practices Ideas Community Blogs Local User Groups Google Site Search 62 Org Integration Crispy Profile Lithium Profile Salesforce Login (SSO) Omniture Open CMS CrispyNews Lithium TypePad Salesforce Technology Stack TypePad Comments TypePad Comments Omniture Google Lithium Reporting Crispy Reporting TypePad Reporting

All the Variables Make it Difficult to Manage Community Search Blogs Google Site Search Home Getting Started Best Practices Ideas Community Blog Popular Boards Local User Groups Login Page Recent Messages Posts Comments Thread Detail Page Discussions Profile About This Site Detail Page Blogs Posts List List Detail Detail Resource Intensive Multiple Profile Pages UI Bugs Custom Dev Usability SEO Ghost Towns In Consistent Metrics SSO / Security Upgrades

What’s the Best Approach to Implementing It? Create a Mash-up from Best of Breed Vendors Integrate Your Online Community with Salesforce Build Your Online Community on Salesforce Portal – Point & Click Visualforce – Custom Code

Run Your Online Community on

FY10 Goal was to Standardize on Salesforce Getting Started Blogs Answers Ideas Community User Groups Features Google Site Search TZ Org More Profile Page Salesforce Login (SSO) Ideas Testimonials Force.com 50 62 Org Integration Search Community Google Salesforce Omniture Omniture Technology Stack

Three Options for Building on Salesforce Build From Scratch on Force.com Use Salesforce Ideas as the Foundation Implement Each App Separately

Ideas Base Theme: Proof of Concept

Wanted to Extend the Base Theme
Multi-Site Administration
Enhanced Profile Pages
Site Stats, Reputation System & Leader Boards
Subcategories
Category Descriptions
Search
More Page
Email Alerts & Email to Apex
RSS Feeds
Stylesheet Customization
Twitter Integration
Data Migration
Salesforce-to-Salesforce Integration
Single Sign-On
Omniture Tracking

Engaged a Salesforce Partner to Help

Multi-Site Administration Site Setup Object with Multiple Records One Set of Visualforce Pages Different Sites for Ideas, Blogs, Testimonials…

Enhanced Profile Pages & Reputation System

Email Alerts & Email-to-Apex Email Response Detail Page Email Notification Automatically Posts a Comment New Comment Triggers Email

Stylesheet Customization
How Long Does it Take
About 40-50 hours provided the re-skin was only moderately complicated and the graphics were pre-made and prepared. Once you’ve done it once you could probably shave 10-15 hours out.
If you needed to cut-up and prepare the graphics also, you could add 20-30 more hours depending on your proficiency with Photoshop or graphics tool.
What Skills are Required
Intermediate level of skill with CSS and a working knowledge/understanding of apex tags. It’s recommended that they use Eclipse for development and Firefox Firebug to work out the CSS issues.

Single Sign-On Authentication

Salesforce to Salesforce Sites Org CRM Org

Erica Kuhl Community Manager

Role of a Community Manager

Top 10 Tips to Build Your Volunteer Army
Google Site : Post best practice resources, upcoming trainings, and key contacts for each of our social media properties
Best Practice Tip Sheets: Produce best practice tip sheets for things like “recording and promoting your YouTube video”
Social Media Guidelines: Work with legal to define and maintain our social media guidelines
Training and Certification : Write the decks and hold training classes for employees at least once a month
Administer Accounts: Add/Remove new users, accounts, and categories to the site
Managing Content: Work to keep content fresh and maintain quality
Active Moderation: Enlist the help of others and serve as the point person for escalations
Build Adoption Dashboards : Track which groups are most active on the community
Reach Out to Advocates: Define programs to engage top contributors from the community
Tell Our Story : Attend social media conferences to stay on top of current trends and tell our story

Easy-to-Remember URLs
www. gettingstarted .salesforce.com
www. blogs .salesforce.com
www. answers .salesforce.com
www. ideas .salesforce.com
www. features .salesforce.com
www. testimonials .salesforce.com
www. usergroups .salesforce.com

Site Setup

Driving Participation

CRM Integration

Leaderboard

Community Moderation

Salesforce Search

Sub-Category

Follow Us Tab

Answered Question

Detail Page

USER GROUP SCREEN SHOT NEEDED

Jamie Grenney Sr. Director of Social Media

How Do You Measure Success?
Inbound Referrals
Unique Users
Page Views
Pipeline
Traffic : Unique visitors & page views month over month
Broad Participation : Quantify and grow the percentage of customers, partners, and employees using the community
Targeted Participation : Identify key contributors from the community and run programs to recognize and retain them
Website Usability : Improve Opinion Lab Scores by x%
Website Usability
Logins
Posts
Votes
Comments

What Licenses Do You Need?
Administrators and Developers need an Enterprise Edition License to Customize the App
Anyone moderating the community, looking up customers, or running reports also needs an Enterprise Edition License
Enterprise Edition
Visitors can browse the site anonymously as guest users using Salesforce Sites
First 1M page views per month included with EE
Sites
To post, vote, comment you must login
On average, 10% of your total visitors will log in.
Portal users are $1 a year (named user model)
In some cases usage based licenses is more appropriate (0.25/login) for Ideas only
Portal Users

Engage Professional Services for Help
Development
Creative Implementation / Site Branding
Salesforce Configuration
Ideas Base Theme Configuration & Customization
Ideas Base Functionality (create, vote, comment)
Multi-Site Administration
Custom Homepage
Profile Photo & Idea Image Upload
Profile Search
Idea Sub-Category Support
Site Metrics & Leaderboard
Email-to-Comment & Email Alerts
Test & Deploy
Discovery & Definition
Audience Assessment
Community Usage Modeling
Feature Definition & Design
Information Architecture / Sitemap
Creative Designs

Follow Us on the Blogs

Jamie Grenney @JamieGrenney Erica Kuhl @Erica_Kuhl Questions?

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Online Community Powered by Salesforce

by Salesforce.com on Nov 30, 2009

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Online Community Powered by Salesforce — Presentation Transcript