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  • 1. @SFDCFoundation /Salesforce.comFoundation @SFDCFoundation /Salesforce.comFoundation Yale University: Fostering Campus Communities August 14, 2013
  • 2. 1% Time • Equity • Product 500,000 +Hours Service 18,000 Non-profit organizations $50 M+ Grants
  • 3. Featured Presenters Lisa Hammitt VP, Marketing salesforce.com Dave DeMichele Cloud Architect Yale University Colleen Whelan Director, SaaS/PaaS Practices Yale University
  • 4. Salesforce Communities Engagement Never Stops
  • 5. 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.
  • 6. How Do You Communicate with Your Students and Alumni? Chief Community Officer 7 questions to become a student centric organization: How do you listen to every Student to increase success? How do you engage on every channel? How do you connect students to faculty? How do you service your applicants, students & alumni, when and where they need it? How do you create and manage applicant, student, and alumni communities? How do you create a network of jobs and career services? How do you deliver social and mobile apps that create a positive ROI? 5 63 4 7 1 2
  • 7. Become Student-Centric with Communities Crowd-source the best solutions / support by engaging the community of parents and alumni Engage the entire ecosystem to increase outreach on university affairs, events and programs Efficiently identify student and faculty needs while identifying financial and academic gaps and overlap Leverage your alumni networks for recruiting and career opportunities. 5 63 4 7 1 2 Build mission success by servicing your applicants/ students/alumni/ faculty/staff anytime and everywhere Deliver student-or service-oriented apps that provide expertise and tap into millions of ‘relevant’ conversations Deepen engagement by reaching your students/ constituents across every channel
  • 8. Re-imagine every student (constituent) touch point Parent Networks Volunteer Engagement Student application and admission Faculty Engagement Q&A Alumni Outreach Program Outreach Course Selection Onboarding Student Services Financial Aid Registration Students Engagement Records
  • 9. What Challenges Do Communities Buyers Face? Outreach • Efficiently identifying influencers and active prospects • Identifying successful outreach / prospecting campaigns • Unleashing the power of your stakeholder / partner networks to expand your reach Engagement •  Engaging when, where and how constituents need / want it •  Providing access to faculty, staff, alumni •  Providing information about events and deadlines •  Increasing student engagement to increase retention and student success Service •  Enabling constituent self-service / awareness •  Real-time and collaborative case resolution •  Effective peer support •  Sharing resources, ideas and content
  • 10. Cases IdentityCanvasTouch CustomizationCollaboration REST & SOAP APIs Workflow Reporting Communities of Any Type 1 2 3 Communities of Interest Communities of Shared Purpose Communities of Action
  • 11. Communities is built off of the success of Chatter Market Leadership Customer SuccessStrong PR Coverage Magic Quadrant Leader Total Economic Impact #1 Enterprise Social Network Technology of the Year Innovative Company
  • 12. 1 2 3 4 5 MAP – Map out goals INVEST – Invest in a community manager BUILD – Build Community with Community ENGAGE – Engage Hearts and Minds MEASURE – Measure, Learn and Repeat ENGAGE to Build Thriving Communities FIVE STEPS TO CREATING A VIBRANT COMMUNITY
  • 13. . Salesforce Delivers the Requirements for a Successful Community Social Collaboration Branding & Customization Business Processes Mobile Access Security & Reliability Social Intelligence
  • 14. Yale  University:  Fostering  Campus  Communi6es   “Academic  Hub”  Proof  of  Concept    Dave  DeMichele        Colleen  Whelan    Cloud  Architect        Director,  SaaS/PaaS  Prac4ces    dave.demichele@yale.edu    colleen.whelan@yale.edu                  @DaveDeMichele   August  14,  2013  
  • 15. “Academic  Hub”  Safe  Harbor  Statement   This  presenta;on  may  contain  aspira;onal  statements,   assump;ons,  and  personal  opinions  based  on  the   results  of  the  proof  of  concept  ac;vi;es  conducted  as   part  of  the  Salesforce  Communi;es  Pilot  period.     These  statements,  screen  shots,  and  other  images  are   illustra;ve  of  the  vision  and  work  completed  over  the   course  of  a  few  months.  Names  and  some  Yale-­‐specific   details  have  been  changed  for  the  purposes  of  this   presenta;on.          Et  cetera,  et  cetera.  
  • 16. Higher  Ed  Technology  Expecta6ons   The technology revolution is driving expectations higher as our constituents interact with state-of-the-art consumer technology side-by- side with applications developed and supported byYale.   Consumerized   Func;ons  and  feels  like  systems  found  on  the  consumer  web   Personalized   Understands  who  I  am  in  the  context  of  what  I  am  doing   Democra6c   Intui;ve  features;  don’t  need  a  manual  to  get  started   Social   Includes  a  useful,  integrated  social  component   Mobile   Func;ons  effec;vely  on  smart  phones     and  tablets    
  • 17. Exis6ng  Student  Technology  Landscape   Over 100 pages of paper forms No standard “Community” offering to University organizations Disconnected systems requiring duplicate data entry
  • 18. Exis6ng  Student  Technology  Experience   Historically,Yale administrative departments have developed systems to meet specific administrative needs.This often resulted in a fragmented user experience. We envisioned an opportunity to adopt a constituent-centric perspective and create an integrated experience for students, faculty, and staff. Student  Life   Academic  Pursuits   Administra6ve   Responsibili6es  
  • 19. Harmonized  Systems  of  Engagement  &  Record   To transition towards a constituent-centric vision, we propose the development of a world-class system of engagement integrated with legacy systems of record. Cons;tuents   System  of  Engagement   Systems  of  Record  
  • 20. “Academic  Hub”  Proof  of  Concept  Project          Project  par;cipa;on  from:    Yale  Informa;on  Technology  Services    Associate  Vice  President        Office  of  the  Registrar    Deans,  Masters,  administra;ve  personnel    Student  representa;ves     Short duration project (3 months) to test drive our concept and the emerging Salesforce Communities platform.
  • 21. Academic  “Hub”  Proof  of  Concept  Vision   Enable an one-stop shopping experience for academic administrative tasks and processes. Create an interactive “Common Room” to transact and interact.          Improve  flexibility  in  ini;a;ng  many  of              the  manual  administra;ve  processes  and              student  requests.            Increase  and  visibility  and  progress  tracking              of  requests.            Promote  collabora;on  and  an  enhanced              user  experience.  
  • 22. Facilitate  Ac6ons,  Content,  and  Communi6es                                                                 University   Courses  Ac;vity             Semester  Arrival  Onboarding  Acceptance   April   May   June   July   Aug   Sept   Oct   Nov   Dec                                                                 Classes                                                                 Student   Ac;ons   Content   Communi;es  /   Groups   New  Student     Timeline   Onboarding  Ac;vity             Admin  Ac;vity                                                                           Assigned                                                                 Elec;ve   Illustra(ve  Scope  
  • 23. Yale  Academic  Hub  Proof  of  Concept  Demo         DEMO  
  • 24. Yale  Academic  Hub  Proof  of  Concept  Demo         DEMO          Tech  Stuff:    2  months  development  ;me  by  single  experienced   programmer        -­‐  No  prior  Apex  experience.      -­‐  Would  have  taken  much  less  ;me  with  an  experienced    programmer!      Community  is  a  combina;on  of  out-­‐of-­‐the-­‐box  widgets  and   tabs  as  well  as  custom  Visualforce  pages  and  Apex  code        
  • 25. As we progressed through the development of the Academic “Hub” Proof of Concept, we realized the power and possibility of creating multiple, inter-connected communities. Administra6ve   Responsibili6es   Academic   Pursuits   Student  Life   Mul6ple,  Inter-­‐connected  Communi6es   Administra6ve   Responsibili6es   Teaching/   Learning/   Research   Engagement   Administra6ve   Responsibili6es   Engagement   Giving   Engagement   Students   Faculty   Alumni   Staff  
  • 26. Ques6ons?        
  • 27. Thank  You    Dave  DeMichele        Colleen  Whelan    Cloud  Architect        Director,  SaaS/PaaS  Prac4ces    dave.demichele@yale.edu    colleen.whelan@yale.edu                  @DaveDeMichele