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You got your social in my crm


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Published in: Business, Technology

You got your social in my crm

  1. 1. You Got your Social in my CRMMerging Radian6 and SalesforceTristan Bishop, SymantecAl Sturgeon,
  2. 2. Safe HarborSafe 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 uncertaintiesmaterialize or if any of the assumptions proves incorrect, the results of, inc. could differ materially from the results expressedor 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 anystatements 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 newfunctionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in ouroperating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of anylitigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relativelylimited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service andsuccessful customer deployment, our limited history reselling products, and utilization and selling to larger enterprisecustomers. Further information on potential factors that could affect the financial results of, inc. is included in our annual reporton 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 documentsand 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 availableand may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon featuresthat are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Al SturgeonProduct Marketing Manager, Salesforce @alsturgeon
  4. 4. Social Customer Engagement: A Permanent Change The Largest Shift in 60 Years Old Way New Way Unsolicited Engaging One to many Transparent Untargeted Targeted
  5. 5. People Are No Longer Faceless Data
  6. 6. People Are More Connected Than EverListen to customersBuild connectionsTurn insight into action
  7. 7. But Social Has Created a Multiple extensionsUncoordinated LimitedAction Insight Your Company
  8. 8. The Social Divide What about your People are more social Enterprise?
  9. 9. The Social Divide• Hired Community Managers• Setup Twitter & Facebook accounts • Not scalable• Began monitoring social media • Not automated• Started responding to customers • Not integrated
  10. 10. Social Hub: Your Enterprise Automation Engine Pre-integrated with Salesforce Listen at Massive Scale Automatically Route Social Hub Social Conversations to the Service Cloud Populate Social Customer Profiles
  11. 11. Tristan BishopDirector of Digital Strategy @KnowledgeBishop
  12. 12. 20,500 employees Founded in 1982 48 countries $6.7 billion revenue in FY 2012 Footprint on a billion systems 1500 global patentsEvery Fortune 500 company is a customer Fortune’s Most Admired Companies
  13. 13. Your Customers Share More than Ever Before Having a Great problem with… article on… Love the Device isn’t new… Cool working… video… Customer service Frustrating can’t help interaction… me…
  14. 14. Actionable Internet Mentions™ (AIMs)1. Social media, external blog or external forum mention2. Created by a customer, partner, competitor or prospect3. Provides business value to Symantec AIM ™ is a term created and trademarked by Symantec 14
  15. 15. Find, Classify and Assign AIMs™ 1. Case: Request for help resolving real-time issue 2. Query: Question that doesn’t require support resource 3. Rant: Insult that merits brand management consideration 4. Rave: Praise from Symantec brand advocate 5. Lead: Pronouncement of near-term purchase decision 6. RFE: Request to enhance a product with a new feature 7. Fraud: Communication from an unauthorized provider of Symantec products
  16. 16. Radian6 Engagement Console
  17. 17. Social CRM: AIM™ Triage Process Blogs Message boards Configuration CRM profiles interactions history transactions preferences Symantec Case Employee Query Response Rant Review Rave Product 1 Lead RFE Product 2 Fraud Product 3
  18. 18. Manual: Engagement Console to Service Cloud1) Select Post in Radian6 EC 2) Submit Case to Service Cloud
  19. 19. Creating Social Hub Rules1) Specify Conditions 2) Specify Actions
  20. 20. Automatic: Social Hub to Service Cloud1) Create Rule in Social Hub 2) Cases Appear in Service Cloud
  21. 21. Al Sturgeon Tristan Bishop@alsturgeon @KnowledgeBishop