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You got your social in my crm

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You got your social in my crm

  1. 1. You Got your Social in my CRM Merging Radian6 and Salesforce Tristan Bishop, Symantec Al Sturgeon, Salesforce.com
  2. 2. 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.
  3. 3. Al Sturgeon Product 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 Ever Listen to customers Build connections Turn insight into action
  7. 7. But Social Has Created a Multiple extensions Uncoordinated Limited Action 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 Bishop Director of Digital Strategy @KnowledgeBishop http://www.slideshare.net/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 patents Every 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 mention 2. Created by a customer, partner, competitor or prospect 3. 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 Cloud 1) Select Post in Radian6 EC 2) Submit Case to Service Cloud
  19. 19. Creating Social Hub Rules 1) Specify Conditions 2) Specify Actions
  20. 20. Automatic: Social Hub to Service Cloud 1) Create Rule in Social Hub 2) Cases Appear in Service Cloud
  21. 21. Al Sturgeon Tristan Bishop @alsturgeon @KnowledgeBishop

Editor's Notes

  • Before I begin, I want to mention that SFDC is a publicly traded software company listed on the NYSE under the ticker symbol of CRM.  This is our safe harbor statement which if you cannot read, you can find on our website.  
  • Chatter – 16k, Sales Cloud – 7.5k, Service Cloud – 6k
  • There are over 200 million Tweets per day and billions of posts on blog and forums!Have you ever posted a picture of something you liked on Facebook, Twitter, Flickr, or Pinterest?Have you Tweeted about a poor customer experience or asked your social networks for recommendations about something you were thinking about buying?Of course, we all have! Not just sharing things they’re happy about…Also sharing things they aren’t - having problems with a product, frustrating experiences they’ve had with customer service agents…

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