Business is now Social, Jeremy Cooper, Salesforce.com

1,243 views

Published on

Businesses are looking to leverage social media as a way to gain deeper insight into what customers want and get feedback on how to improve the customer experience, while also attempting to navigate and utilize these same platforms for internal communication and creativity. Jeremy Cooper will share his insights on how cloud computing can bring together industry leading cloud platforms like Google, Facebook and Twitter with traditional contact center channels like phone, email and chat to capture every conversation and leverage every community expert in the cloud. He will also demonstrate how consumer driven sites have shown companies a smarter way to collaborate, leveraging ease-of-use and social features to create rich user experiences and improve productivity.

Published in: Business
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,243
On SlideShare
0
From Embeds
0
Number of Embeds
30
Actions
Shares
0
Downloads
56
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Business is now Social, Jeremy Cooper, Salesforce.com

  1. 1. Business is now Social Welcome to Cloud Jeremy Cooper Regional Vice President, Asia Pacific salesforce.com Thursday, 16th September 2010 Bangalore, India
  2. 2. Cloud Computing For more than a decade, The Consumer Web has been showing business a better way
  3. 3. 2009: Social Networking Surpasses Email Social Networking Users Surpass Email Users on 7/09 Social Networking Users Email Users Source: Morgan Stanley Internet Mobile Report, December 2009 Data is for unique, monthly users of social networking and email usage.
  4. 4. Broad Change in Internet Usage Top Internet Use Cases 6/06 9/06 12/06 Search 3/07 6/07 9/07 12/07 3/08 6/08 9/08 12/08 3/09 6/09 9/09 Source: Morgan Stanley Internet Mobile Report, December 2009
  5. 5. Next Generation Devices Changing how we access the Internet Device Shipments Smartphones Notebook PCs Desktop 2005 2006 2007 2008 2009E 2010E 2011E 2012E 2013E Source: Morgan Stanley Internet Mobile Report, December 2009
  6. 6. The Facebook Imperative The World has changed! Low Cost . Fast . Easy-to-use Collaboration . Real-time . Mobile 2000 2010 Amazon.com Facebook Tabs Feeds Pull Push Click Touch Desktop Smartphone/Tablet Fixed Mobile Location Unknown Location Aware Windows/Mac Cocoa/HTML 5
  7. 7. Corporate Networks How can social networking/media help? Internal Networks External Networks Employees Customers & Partners How can social networking/media: How can social networking/media: • Make my employees more productive? • Leverage my customers for innovation? • Make my company more competitive? • Help me protect and manage the brand? • Attract and retain employees? • Create a better and differentiated experience? • Create new revenue channels?
  8. 8. Today, It’s Impossible To Stay On Top Of Everything
  9. 9. Today, It’s Impossible To Stay On Top Of Everything It’s frustrating to hear… A colleague knows Prices have Problem at a key key decision maker changed customer …after losing …after sending …after the customer the deal the proposal has left
  10. 10. The Consumer Web Has Shown Business A Better Way 500M+ people collaborate every day - The Economist November 2009 Status Updates . Profiles . Feeds . Filters
  11. 11. On Facebook, the Insights Come to You Status Updates . Profiles . Feeds . Filters Bob Iger CEO, The Walt Disney Company Fortune Brainstorm Tech 2009
  12. 12. What if enterprise collaboration worked like Facebook? But was private, secure, and trusted?
  13. 13. Welcome To Cloud Business Insights Come To You Status Updates . Profiles . Feeds . Filters People Documents Apps Mark Silber Qualcomm
  14. 14. Why Does Chatter Matter? Enterprise Collaboration Help Sales Close Deals Communicate With Team & Groups Collaborate With Dashboards Interact Globally Follow Campaign Performance Share Presentations & Documents Visibility Into Workflow
  15. 15. “ There’s no reason why businesses can’t be more: Insightful Productive Spontaneous Fun … better still a far more place to work. ” Sumeet Vaid Founder & CEO fFreedom Financial Planners
  16. 16. Business Networks How can social networking/media help? Internal Networks External Networks Employees Customers & Partners How can social networking/media: How can social networking/media: • Make my employees more productive? • Leverage my customers for innovation? • Make my company more competitive? • Help me protect and manage the brand? • Attract and retain employees? • Create a better and differentiated experience? • Create new revenue channels?
  17. 17. How We Think About Communities @ Salesforce Salesforce Marketing Model: Dialogue-Centric Customers Website Bloggers Events Twitter/Facebook Demand generation Analysts Lead management Press Launch events Salesforce communities Salesforce Ideas, Blogs & Answers Twitter/Facebook
  18. 18. Three Pillars To Our Community Salesforce Marketing Model: Dialogue-Centric Community On Our Official Conversations Our Site Social Media Channels On Other Sites Blogs YouTube Twitter Ideas Twitter Blogs Answers LinkedIn Forums Knowledge Facebook Video Testimonials Slideshare Images User Groups Flickr Mainstream News
  19. 19. Crowd Sourcing Tapping our Global Customers for Innovation
  20. 20. Crowd Sourcing Tapping our Global Customers for Innovation • 10,335 ideas • 230,233 votes • 23,501 comments • 400 ideas delivered • Transparent feature requests • Analytics for Product Managers • Closed idea loop for users
  21. 21. Crowd Sourcing Leading companies tapping their External Networks for Innovation
  22. 22. How Can Companies Join The Conversation? Today’s Contact Centres Cannot Connect with Customers Companies But customers have invested here are over here (in the Cloud) Phone Chat Email
  23. 23. Customer Service @ Bank of America Joining The Conversation
  24. 24. Frequency & Volume Are Being Dialled Up Why Businesses MUST Get Social 2000s Mobile Internet Computing 1990s Desktop Internet Computing 1980s Client/server Computing 1970s Mini Computing 1960s Mainframe Computing
  25. 25. Thank You CONFIDENTIAL – DO NOT DISTRIBUTE

×