Salesforce Communities 13th November 2013
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Salesforce Communities 13th November 2013

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Salesforce Communities has the power to transform the way you engage with customers and in this free afternoon event, Tquila will show you how. We will also tell you how one of our customers developed ...

Salesforce Communities has the power to transform the way you engage with customers and in this free afternoon event, Tquila will show you how. We will also tell you how one of our customers developed a community to promote an event and drive attendance and how successful that was.

The presentation shows how communities can enable organisations to:

- Provide the right information, at the right time, to customers
- Promote peer to peer problem solving and experience sharing
- Defect service cases / requests
- Reach the right people to up-sell and cross-sell

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Salesforce Communities 13th November 2013 Salesforce Communities 13th November 2013 Presentation Transcript

  • Hello Salesforce Communities 13th November 2013
  • Introduction agenda Introduction to Salesforce Communities Leveraging communities to engage with customers and develop your business Tquila Communities in a Box
  • at a glance Tquila by the numbers 167 4 KEY GEOGRAPHIES: UK, GERMANY, INDIA & JAPAN +311% REVENUE GROWTH 2011/2012 194 SALESFORCE CERTIFICATIONS 29 SERVICE CLOUD CERTIFIED 27 EMPLOYEES GLOBALLY 14 NATIVE LANGUAGES SALES CLOUD CERTIFIED 82 DEVELOPER CERTIFIED
  • why we’re different OUR COMPANY TECHNICAL LEADERSHIP 10% SALESFORCE OWNED UX ONLY PURE-PLAY SALESFORCE COMPANY WITH A DEDICATED USER EXPERIENCE TEAM TQUILA LABS WE’VE DEVELOPED LOW-RISK, LOW-COST ACCELERATORS ONLY SALESFORCE PRODUCT DEVELOPMENT PARTNER IN EMEA SALESFORCE PLATINUM PARTNER SINCE THE PROGRAMME LAUNCHED HEROKU PLATINUM PARTNER 230 + MAN-YEARS OF SALESFORCE EXPERIENCE 2 8 of CERTIFIED TAs IN EMEA 1 3 of MVPs IN THE UK 15% OF ALL UK CERTIFICATIONS ARE IN TQUILA
  • how we help Companies leverage value Integration with complex back-end systems Help create better insight Help you make better decisions Challenge your processes Many customers fail to drive all the value available from Salesforce Rapid delivery decreases time to value Design experiences that users love
  • SALESFORCE COMMUNITIES: ENGAGEMENT NEVER STOPS
  • 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 product or service availability, 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, new products and services, 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, the outcome of any litigation, risks associated with completed and any 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 year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures 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 presentations, 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.
  • Our Mission: Cloud Computing Driver, Catalyst and Evangelist Mainframe Client/Server Enterprise Cloud Computing No Hardware/Software Subscription Model Automatic Upgrades Constant Innovation 1960s 1980s Today
  • #1 in Cloud Computing and Customer Relationship Management #1 Cloud Computing Sales, Service, Innovation Marketing 2011, 2012,2013
  • The Customer Revolution 1960s Mainframe Computing x 1970s 1980s 1990s Mini Computing Client Server Computing Cloud Computing 10x 100x 1,000x 2000s Mobile Computing 10,000x 2010s Social Revolution 100,000x
  • Customer Expectations have Changed Social Mobile Big Data Community Software Trust New ways to connect New ways to access New ways to discover insight New ways to collaborate New ways to use apps New ways to build relationships Cloud Computing New ways to connect everything
  • Become a Customer Company: Connect to Your Customers in a Whole New Way
  • How Do You Connect Employees, Customers, and Partners today? 1 How do you 3 Can the wealth of 5 How do you 2 What are the 4 How do 6 Is there room for provide efficient self-service and optimize your agents’ time? ways in which your passionate customers advocate your brand? information in your organization be easily discovered? employees collaborate to solve problems and manage initiatives? educate partners to sell as effectively as possible? improvement in your channel win rate and sales cycle length?
  • A Disconnected Organization Faces Consequences Weakened Distribution Limited Customer Service Off-Target Marketing Low Partner Revenue Customer Churn Disjointed Campaigns Lengthy Sales Cycles Limited Staff Bandwidth Disengaged Customers Poor Channel Engagement Weak Online Options Poor Agency Management
  • What if you could re-imagine every business touch point, connecting your business data with the power of social in a single experience?
  • communities Connect Business Data and Social to Every Customer, Partner, & Employee Experience for Sales for Service Joint marketing and selling Customer self-service Partner recruitment and education Collaborative case resolution Deal management White-glove premium communities for Marketing for Any Experience Campaign management and alignment Centralized agency management Prospect engagement Products treated as community members Product co-creation with customers Intranet replacement with social experience
  • Salesforce Sets a New Standard for Online Communities Business Processes Branding & Customization Social Collaboration . Social Intelligence Mobile Access Security & Reliability
  • Unify Multiple Communities and Share Business Data with a Single Platform Community 2: Community 1: Community 2: Self-Service Community Partner Community Community 1: Self-Service Community Partner Community Community 3: Company Community Community 3: Community n: Any Community n: Community Any Community Internal Community Business Data Cases
  • Become a Customer Company with Communities communities Maximize Sales Reach Provide Stellar Service Drive Marketing Engagement +29% +37% +2x Channel Win Rate Faster Case Resolution More Likely to Buy Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  • communities Maximize Sales Reach Provide Stellar Service Drive Marketing Engagement
  • Canto Increases Engagement with Partners Digital asset management firm based in Germany Utilizes Communities for centralized knowledge and expertise Partners engagement through collaboration and social intelligence Joint selling strategies and methods wins deals
  • communities Maximize Sales Reach Provide Stellar Service Drive Marketing Engagement
  • Health Leads Connects Patients to Prescribed Resources National nonprofit that connects low-income patients with resources for health Communities facilitates fund-raising, prospecting, and opportunity management Volunteers enable patients with appropriate information Collaboration within community on resource discovery and client issues
  • communities Maximize Sales Reach Provide Stellar Service Drive Marketing Engagement
  • Pernod Ricard Builds Global Brand Presence #1 Worldwide in Premium and Prestige Spirits Expands global presence while retaining brand message and image Community endorsement influences global adoption of ad campaigns Manages product placement, promotion, and inventory at distributors
  • Communities Licence Breakdown Partner Community Members Customer Community Members Partner Community Member 20 Members Customer Community Members 100 Members Partner Community Member 100 Members Customer Community Members 500 Members Partner Community Member 500 Members Customer Community Members 5,000 Members Partner Community Member 2,500 Members Customer Community Members 25,000 Members Partner Community Member 10,000 Members Customer Community Members 250,000 Members Partner Community Monthly Logins Customer Community Monthly Logins Partner Community Logins 200 Logins/Month Customer Community Logins 2,000 Logins/Month Partner Community Logins 1,000 Logins/Month Customer Community Logins 20,000 Logins/Month Partner Community Logins 5,000 Logins/Month Customer Community Logins 100,000 Logins/Month Partner Community Logins 20,000 Logins/Month Customer Community Logins 1,000,000 Logins/Month
  • Leveraging communities to engage with customers and develop your business
 " !
  • A new way of doing business! Connected Customers Connected Products Connected Partners Connected Employees
  • Companies Want to Extend the Transformation Reseller Vendor Partner Supply Chain Partner Customer Customer Reseller Services Partner Prospect
  • Real Frustration with Customer Experience “All Talk & No Process” “All Process & No Talk” Discussion Forums Enterprise Portals
  • Transforms the Social Front Office Service Sales Marketing Better service, every time Drive more business Brand Advocacy Single Unified Platform
  • Why Salesforce Communities •  Portal access for partners & customers! •  Includes collaboration through Chatter! •  Includes reporting and dashboards out of the box! •  New product – not new technology! •  Easy, sleek branding! •  Part of the Salesforce technology – trusted, secure, scalable!
  • Portals reinvented with communities
  • Communities examples"
  • CREATING ENGAGING COMMUNITIES
  • Defining success Success metrics for your community A highly adopted community – what does that mean for your business? •  •  •  •  Call deflection Increased sales Customer referrals Streamlined processes with vendors, partners •  Ideation •  Customer satisfaction •  ? Must be related to your business goals!
  • Defining success Communities are social and interactions will develop organically…eventually. ROLE: COMMUNITY MANAGER Platform management Content management Business planning / reporting Moderation & rule enforcement Elicit participation
  • What makes a successful community? VALUABLE INTERACTIONS Allow users to find things they never would REWARDS AND RECOGNITION Gamify their experience AVAILABLE ANYWHERE Mobility is key EASE OF USE Through an intuitive and engaging UI / UX
  • VALUABLE INTERACTIONS Value of Salesforce communities: Business process + Collaboration Meaningful and purposeful interactions
  • VALUABLE INTERACTIONS 1. Save time Users can find answers and perform the necessary processes easily and quickly 2. Transparency Easy access to products, news, releases, updates 3. Enable new connections Empower the community to evangelize your brand on your behalf
  • AVAILABLE ANYWHERE #mobilefirst Time spent with mobile apps starting to challenge television: consumers are spending 127 minutes per day in mobile apps and spend 168 minutes watching television per day. (Source: Flurry, 2012)
  • AVAILABLE ANYWHERE Mobility is key to success Mobile strategy People use different devices for different activities. The experience on a mobile device is very different from the processes performed on the desktop.
  • REWARDS AND RECOGNITION What motivates people? You can’t buy a brand advocate! Make people feel responsible, acknowledged and in charge. ©Tquila | Client Name | Date
  • REWARDS AND RECOGNITION Gamification – applying game mechanics to drive behaviours. NOT ANGRY BIRDS FOR COMMUNITIES!! Allows people to see a direct correlation between their individual effort and the results obtained, in real time. Users have visibility over each others achievements and challenges. This drives engagement and competitiveness between members.
  • REWARDS AND RECOGNITION Link “Points” to everyday activities Points weighted according to value to business Exploiting gaming mechanics BADGES - focused on specific combinations of actions TROPHIES - can be taken from one user to another to encourage competition LEADERBOARDS – competitive elements and ‘goals’ identifying who go-to people are for specific verticals Users can create new badges/trophies and refine these metrics on the fly Virtual Spaces (for collaboration) Drive the desired behaviour through positive incentives Dashboard content of real time activity across the business
  • REWARDS AND RECOGNITION Cross-geographical collaboration Social / Collaboration 200% increase in adoption Points Weighted to business value Badges Goals to achieve Points Trend over time
  • UX / UI THE GOLDEN RULES: -  Call to action What do you want users to do in the community -  Easy navigation When a process has been completed, suggest a next step -  Less is more Focus: keep it simple to use and understand IBM: Every dollar invested in ease of use returns $10 to $100.
  • UX / UI
  • Recap A successful community… 1.  Puts the users’ needs first but drives business value 2.  Ensures quality of conversations and processes through active community management 3.  Drives measurable business value against specified KPIs, tracked by a close integration with the CRM system used 4.  Is co-owned between you and the users 5.  Isn’t made in a day. Strong communities have a firm identity, which takes time to develop
  • INTRODUCING… TQUILA COMMUNITIES IN A BOX
  • TQUILA COMMUNITIES IN A BOX Getting started package Quickly activate your community enabling: -  Social capabilities -  My account -  Case management -  Ideas -  Global search -  Q&A -  Light branding
  • THANK YOU" Contact us: enquiries@tquila.com / +44 203 429 1300
 
 www.tquila.com
 @tquiladotcom