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Social Media @ Salesforce

by Salesforce

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Learn how salesforce.com leverages social media to harness the energy of their two million users. With the belief that your customers are your best sales people, salesforce.com spends lots of energy on events where customers can speak to each other, as well as to prospects, to share their experience. Social media is a natural extension of that model to help facilitate these conversations online. You'll learn about the salesforce.com journey and how they measure the results of engaging in social media.

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Social Media @ Salesforce Presentation Transcript

Social Media @ Salesforce Jamie Grenney Sr. Director of Social Media

2002 Joined Salesforce My History at Salesforce 2004 Launched Our Community 2006 IdeaExchange was Born 2010 Social Media Strategy 2008 Productized Salesforce Ideas

Have to recognize, virtually every employee

is engaged in social media

Employee has a Facebook account or LinkedIn profile

Shares articles with friends or tweets news

Posts to discussion boards or uploads photos

Broad Change in Internet Usage

Harness the energy of salesforce.com's 2M users by facilitating a conversation between the brand, our customers, and our networks. Vision & Values #1 Customer Success + Events + Social Media

Three Pillars of Online Community User Groups Answers Blogs Ideas Conversations On Your Site Knowledgebase Reviews Facebook LinkedIn YouTube Twitter Your Channels On Other Sites Slideshare Flickr Partner Sites Forums 3 rd Party Blogs Twitter Other Conversations On the Web LinkedIn Groups YouTube

Developer Customer Different Types of Communities Partner

Customer Felt Like They Weren’t Being Heard

Partners Customers Online Community Project Team Deliver Results Executive Team Closed Loop Process for Innovation

Complements our Social Media Efforts Ideas Get Shared To Facebook and Twitter People Link Back to IdeaExchange Ideas Build an Army of Advocates

Other Examples of Ideas Communities

New Social Channels Have Emerged

Social Media Dashboard

7,500 10,000 5,000 2,500 Views Per Day 7,500+

7,500 video views a day = a) average video view is 2 minutes b) average hyper-efficient rep pitches 8 hours a day, no breaks Assumptions Hyper-efficient Reps 46

Third Pillar: Listening and Engaging Gather Insight Encourage People Respond to Questions Resolve Frustration Escalate Issues Source Information

Today the Two World’s Are Disconnected

How Do We Bridge the Gap?

Monitoring – Listening capabilities to filter out the noise

Mapping – Link peoples social profiles to customer records

Management – Organize information and make it actionable

Measurement – What you can’t measure you can’t improve

Real-Time 360 ° View of the Customer

Thank You! Jamie Grenney Sr. Director of Social Media

Organizational Models Organic Centralized Hub-and-Spoke Multiple Hubs

Rashmi Das Great insight about using social media effectively with the sales force of an organization 2 months ago

Are you sure you want to

Salesforce at Salesforce Thanks Mark. You guys are in an exciting spot. We look forward to seeing companies like Insideview help bridge the gap between social media and crm. 2 years ago

Marc Perramond, Product Guy at Insideview Great preso, Jamie. Thank you for sharing. (And thanks for the @insideview mention RE: social profile enrichment) 2 years ago