These are the slides from the breakout session on Chatter Communities from the Becoming a Customer Company event. The event took place at the Metropolitan Ballroom in Minneapolis on July 17th, 2013. For more information, head to magnet360.com

1. SALESFORCE
CHATTER COMMUNITIES
ERIC SCHEEL, MAGNET 360
PAUL CULPEPPER, SALESFORCE.COM

2. SALESFORCE
CHATTER COMMUNITIES

3. E N G A G E M E N T S T R AT E G Y

4. S A L E S F O R C E E X P E R T I S E
/// Partner Since 2004
/// 1,500 + Platform Projects
/// 73 Certifications
/// 8.8 Customer Satisfaction Score

5. 5 YEARS OF INNOVATION

6. FICO DECISIONS COMMUNITY
First-of-its kind B2B
Community on Force.com
Integrated five cloud
services
Within months of launch,
was the second largest lead
source for the business

7. HONEYWELL CONTRACTOR LOYALTY
Thousands of contractor and
distributor users
Partner community
Points based loyalty program –
key customer engagement and
sales tool

8. “The Collaborative Economy is an economic model where
ownership and access are shared between corporations,
startups, and people. This results in market efficiencies
that bear new products, services, and growth
opportunities.”
-Jeremiah Owyang, Altimeter Research
The Collaborative Economy

9. MATURITY MODEL
2 – Presence
• Stake our claim
• Marketing interacts
• Direct customer
engagement
• Paid/owned/earned
presences are born
1 – Planning
• Listen & Learn
• Simple monitoring
• Report on
Sentiment
and Influence
3 – Engagement
• Dialog Deepens
relationship
• Marketing promotions
take form
• Customer service
engages
• Social graph
aggregation
4 – Formalized
• Organized at scale
• Global coordination
• Governance and
response plans
• Paid/owned/earned
is optimized
5 – Strategic
• Social across
enterprise
• Links to customer
service, sales,
HR, IT
Functionality ExtensiveLimited
BusinessImpactHighLow 6 – Converged
• Social embedded
into products,
services and events

10. COLLABORATION VALUE CHAIN

11. CARGILL AS A SERVICE

12. COLLABORATION

13. GENERAL MILLS
OPEN INNOVATION

14. OPEN INNOVATION

15. CHATTER COMMUNITIES -
HAAGEN-DAZS EXAMPLE

16. BusinessImpactHigh
TOTAL PLATFORM INTEGRATION
Chatter
Sales
Cloud
Service
Cloud
HD-Connect
Community
Site.com
Social
Analytics
Insights
A Salesforce.com Journey – Started in 2005
25+ Projects | 1 Partner
Functionality Extensive

17. STORE LAUNCHES

18. COMPETITIVE INTELLIGENCE

19. CONNECT

20. CONNECT

21. CONNECT

22. CONNECT

23. DEMO

24. IMPLEMENTATION

25. MIGRATING FROM PORTALS TO SALESFORCE COMMUNITIES
• Existing Portals can migrate to Communities
• No impact on your existing portals
• Communities and Portals can co-exist

26. WHY COMMUNITIES?
• Next generation portal combines:
– Force.com Platform
– Site.com Branded Pages
– Chatter collaboration
• Salesforce.com Platform with Collaboration at its
core.

27. COMMUNITY LIFECYCLE

28. KEYS TO SUCCESS
• Brand Promise - Authentic – not marketing
• Identifying specific audiences, goals and needs
– Attract and engage so users are drawn to the community
– Users want access to SME
• Decide: private or public?
• Decide: evergreen or time-boxed community?
• Establish a bill of rights
• Transparency is key (fine line with sensitive information)
• Listen and Learn from feedback, metrics
– Iterative approach
– Expect and prepare for negative feedback
– Have thick skin
• Integrate with other business units, efforts, systems
– Sales / Operations / Marketing / Support
• Internal input is as important as external input

29. Q & A

30. WHO WE ARE
/// CLIENT TRUST EARNED EVERYDAY
/// CONSTANT EVOLUTION
/// RESPONDING WITH URGENCY
/// COLLABORATION
/// SHARED OWNERSHIP
/// ROCKIN
MINNEAPOLIS | NY
85+ EMPLOYEES