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Canto Communities, Customer Company Tour 2013

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  • 1. Communi'es  @  Canto    July  2,  2013       Hans  Schaedel   Chief  Financial  Officer  
  • 2. Agenda   Communi=es  @  Canto|    July  2013   2   I.  About  Canto   II.  Challenges  &  Objec=ves   III.  Salesforce  Communi=es  @  Canto   IV.  Q  &  A  
  • 3. About  Canto  
  • 4. About  Canto   Communi=es  @  Canto|    July  2013   4   n  Digital  Asset  Management  soMware  solu=ons  since  1990   n  Canto  Cumulus  –  Delivering  content  more  intelligently  for   thousands  of  customers  worldwide   n  Based  in  Berlin,  San  Francisco  and  Frankfurt   n  Worldwide  presence  through  extensive  partner  network   Customer  of  Salesforce  since  2005.    
  • 5. Challenges  @  Objec'ves  
  • 6. Challenge  –  Global  Customer  Base,  Indirect  Sales   Communi=es  @  Canto|    July  2013   6  
  • 7. Challenge  –  Disparate  Systems  for  Partner/Customer  Interac'on   Communi=es  @  Canto|    July  2013   7   Ticket  System   (homegrown)   Partner  Portal   (Salesforce)   User  Forum   (phpBB)   Communica'on (Email,  Skype)   Public  Website   Community  
  • 8. Objec'ves   Communi=es  @  Canto|    July  2013   8   n  Improve  collabora=on  with  customers  and  partners   n  Product  and  service  enhancements  (‘Ideas’)   n  S=mulate  collabora=on  among  customers  (‘Cha(er  Groups’)   n  Communica=on  in  context  (‘Chaer’)   n  Combine  customer,  partner  and  Canto  knowledge   n  Single  pla]orm  for  customer  and  partner  interac=on       Break  down  barriers  between  customers  and  us.  
  • 9. Salesforce  Communi'es     @  Canto  
  • 10. Project  Status     Communi=es  @  Canto|    July  2013   10   Project  Start:   October  2012,   Parallel  to  Service   Cloud   Implementa'on.   Partner  Community:   Live  since  November   2012,  150  Partner   ac've.  Based  on  pre-­‐ exis'ng  partner   portal.   Customer   Community:  Pilot   phase  with  100   customers,  rollout  to   3,000  customers  in   July  2013  
  • 11. Communi=es  @  Canto|    July  2013   11   Social  Collabora=on,   Processes  and  Informa=on   all  in  one  place.  
  • 12. Canto  Partner  Community  –  Profile  Page     Communi=es  @  Canto|    July  2013   12   Add   your   photo   Influence   Score   About   you   Commun'y   Informa'on    
  • 13. Communi=es  @  Canto|    July  2013   13  
  • 14. Rela'onships  are  the  compe''ve  differen'ator   Market  be)er   Customer  advocacy   More  likely  to  repurchase     Sell  more   Customer  army   Spend  19%  more  (McKinsey)     Increase  market  share   Preference  over  compe'tors   Befer  products       Customers  get  more   More  likely  to  help  others   Crowdsourced  knowledge       Communi=es  @  Canto|    July  2013   14  
  • 15. Thank  you!   canto.com   blog.canto.com   @cantosohware   Hans  Schaedel   hds@canto.com   @hansschaedel  

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