A presentation from the Salesforce Dreamforce 2012 conference, showing how service is the new marketing. The presentation offers best practices for social support from Deloitte and from Symantec.
Social Revolution: Connecting with Today’s CustomerHubSpot
Salesforce.com’s George Hu and HubSpot’s Brian Halligan discuss how your organization can turn the social revolution into a competitive advantage. View the entire webinar: http://www.hubspot.com/new-webinar-revolutionize-sales-and-marketing/
Kann man mit Social CRM Geld verdienen? Erfahren Sie anhand von 17+1 Unternehmensbeispielen aus dem Geschaeftsalltag moegliche Ansaetze für Ihren persönlichen Geschaeftserfolg mit Social CRM.
2020 Social Decoding The Social In Social CRM2020 Social
Slides from the 2020 Social workshop on Decoding the Social in Social CRM.
This deck has been used for the following workshops:
- Private workshop for a CRM product firm in India.
- Talk at Talisma Insights 2010.
Update history:
- March 2010
- June 2010
A presentation from the Salesforce Dreamforce 2012 conference, showing how service is the new marketing. The presentation offers best practices for social support from Deloitte and from Symantec.
Social Revolution: Connecting with Today’s CustomerHubSpot
Salesforce.com’s George Hu and HubSpot’s Brian Halligan discuss how your organization can turn the social revolution into a competitive advantage. View the entire webinar: http://www.hubspot.com/new-webinar-revolutionize-sales-and-marketing/
Kann man mit Social CRM Geld verdienen? Erfahren Sie anhand von 17+1 Unternehmensbeispielen aus dem Geschaeftsalltag moegliche Ansaetze für Ihren persönlichen Geschaeftserfolg mit Social CRM.
2020 Social Decoding The Social In Social CRM2020 Social
Slides from the 2020 Social workshop on Decoding the Social in Social CRM.
This deck has been used for the following workshops:
- Private workshop for a CRM product firm in India.
- Talk at Talisma Insights 2010.
Update history:
- March 2010
- June 2010
IBM Information Management - Efter stormen: Uppnå konkurrenskraft och sänkta ...IBM Sverige
En lärdom som kan dras av den finansiella krisen är att vi måste bli bättre på att förutse framtiden och planera nästa steg. IBM Cognos lösningar för beslutsstöd hjälper dig att använda och analysera affärsinformation för att få insikt i verksamheten och framtiden. Vi berättar hur du kan använda information tillsammans med avancerade analyser för att simulera olika strategier för framgång. Presentationen hålls på engelska av
Juha Teljo, Information Agenda Expert, IBM
Denna presentation hölls på ett seminariepass för Information Management under IBM Software Day 2010.
Listening and engaging in the digital marketing ageDell Social Media
A Forrester Consulting Thought Leadership Paper Commissioned By Dell. Companies Progress Their Customer-Centric Approaches And See Positive Business Outcomes
Symantec's Tristan Bishop (@KnowledgeBishop) presents a vision in which Technical Writers become the conduit by which organizations communicate with the customer. In addition to creating product knowledge, these Knowledge Integrators will collect user-generated content, verify the accuracy, rebrand it, and redistribute it strategically.
Embedding Social Media to Become a Better Business via TrainingDell Social Media
Liz Brown Bullock’s presentation to Marketing Science Institute on the importance of integrating social media within an organization through training your employees. Training is critical for both risk mitigation and empowering employees to be brand ambassadors. Liz drew on her experience of launching Dell’s Social Media and Community University and shares her insights on activating employees company wide.
Building a Digital Strategy within Travel April 2011David Atkins
Online Travel Marketing, Social, Mobile, Web, OTAs, Google, Google Hotel Ads, Facebook, FCommerce, MCommerce, Expedia, Orbitz, Travelocity, Priceline, NY Hotels- Presented April 12th 2011 NYC by David Atkins Digital DNA Infusion, LLC
www.digitaldnainfusion.com
Liz Brown Bullock, Director of Social Media & Community, Dell, shares the journey for Dell launching their social media training program, SMaC University, plus ten lessons learned from Dell’s training program. Presentation presented at Dreamforce 2012.
Quantifying the Buzz Effect: Integrating Social Media With Loyalty & Defectio...Roni Leibovitch
Measuring Loyalty & Defection of Ford Owners Through Text Mining Social Media: How to identify and qualify comments made through social media outlets, focus on how to attribute those comments to a customer, and ultimately quantify the relationship between those comments and future customer behavior.
IBM Information Management - Efter stormen: Uppnå konkurrenskraft och sänkta ...IBM Sverige
En lärdom som kan dras av den finansiella krisen är att vi måste bli bättre på att förutse framtiden och planera nästa steg. IBM Cognos lösningar för beslutsstöd hjälper dig att använda och analysera affärsinformation för att få insikt i verksamheten och framtiden. Vi berättar hur du kan använda information tillsammans med avancerade analyser för att simulera olika strategier för framgång. Presentationen hålls på engelska av
Juha Teljo, Information Agenda Expert, IBM
Denna presentation hölls på ett seminariepass för Information Management under IBM Software Day 2010.
Listening and engaging in the digital marketing ageDell Social Media
A Forrester Consulting Thought Leadership Paper Commissioned By Dell. Companies Progress Their Customer-Centric Approaches And See Positive Business Outcomes
Symantec's Tristan Bishop (@KnowledgeBishop) presents a vision in which Technical Writers become the conduit by which organizations communicate with the customer. In addition to creating product knowledge, these Knowledge Integrators will collect user-generated content, verify the accuracy, rebrand it, and redistribute it strategically.
Embedding Social Media to Become a Better Business via TrainingDell Social Media
Liz Brown Bullock’s presentation to Marketing Science Institute on the importance of integrating social media within an organization through training your employees. Training is critical for both risk mitigation and empowering employees to be brand ambassadors. Liz drew on her experience of launching Dell’s Social Media and Community University and shares her insights on activating employees company wide.
Building a Digital Strategy within Travel April 2011David Atkins
Online Travel Marketing, Social, Mobile, Web, OTAs, Google, Google Hotel Ads, Facebook, FCommerce, MCommerce, Expedia, Orbitz, Travelocity, Priceline, NY Hotels- Presented April 12th 2011 NYC by David Atkins Digital DNA Infusion, LLC
www.digitaldnainfusion.com
Liz Brown Bullock, Director of Social Media & Community, Dell, shares the journey for Dell launching their social media training program, SMaC University, plus ten lessons learned from Dell’s training program. Presentation presented at Dreamforce 2012.
Quantifying the Buzz Effect: Integrating Social Media With Loyalty & Defectio...Roni Leibovitch
Measuring Loyalty & Defection of Ford Owners Through Text Mining Social Media: How to identify and qualify comments made through social media outlets, focus on how to attribute those comments to a customer, and ultimately quantify the relationship between those comments and future customer behavior.
Symantec’s Tristan Bishop (@KnowledgeBishop) describes the process the CTO Unified Content Strategy team put in place to to optimize Technical Communication. Through topic-based XML publishing, Symantec reduced L10n costs and increased knowledge access for customers. The unified content strategy is also proving to successfully increase self-service support.
In "Winning the Social Media Super Bowl", Tristan Bishop (aka KnowledgeBishop) explains how executing on a social media strategy is much like coaching a football team. During this presentation, he compares Social Media marketing to offense and Social Customer Service to Defense.
What's the ROI of a TSIA membership? These three member companies were experiencing service business challenges and TSIA was able to provide actionable recommendations through membership offerings to get them up and to the right in terms of performance. http://info.tsia.com/member-success-stories
A look at how organizations can use social listening and analysis as input into their social media and business strategies. Shares case studies, use cases, and processes.
Hilarie Koplow-McAdams, President Commercial SMB Unit for Salesforce, and Michael Lazerow, CMO of Marketing Cloud for Salesforce, made this presentation at the McKinsey Chief Marketing & Sales Officer Forum event in 2012.
IBM Webinar: Beyond the Hype, Using Social Media to Enhance Your Customer E...Chris Wright
Much has been said regarding the sheer volume and influence of social media on organizations' products, brands and services. Little has been said, however, on how to use social media to mine customer insight to improve and enhance consumer experiences across multiple buying channels. These slides present a point of view on how to assess your social media business requirements and determine the most effective way to measure your customers' experiences using social media.
Think about engaging your customers on the topics they are most passionate about. Incorporate your brand into passion points consumers care about. Plus, a couple of quick tips on locating superfans from a Marketing Hackathon Amber spoke at in April 2012.
Katheleen Ritz, founder of Ritz Marketing, gives us an overview of the social media technology and how we might deploy based on her own firm’s real world examples.
Integrating Digital Marketing Into Your Business Strategy: 2011 Agriculture M...Shelly Kramer
The Agriculture Media Summit (#AgMS) is the largest gathering of crop and livestock publications professionals in the U.S. The annual event is hosted by the American Agricultural Editors' Association (AAEA), the Livestock Publications Council (LPC) and the ABM AGri Council. The mission of the Ag Media Summit is to provide professional development and education opportunities for its members, as well as to promote, support and enhance the viability of ag media as an efective communications medium
I was asked to present at the 2011 #AgMS, held in New Orleans, LA on the topic of Integrating Digital Media Into Your Business and Measuring ROI. This presentation was intended to show #AgMS attendees how they could focus on bringing added value to their clients and prospective clients using digital channels, and then measure the impact of their efforts.
The Social Consumer: Cashing in on the social graph - MaRS Market InsightsMaRS Discovery District
The shopping experience, both online and offline, has been transformed by social media. The voice of the customer heard through online networks influences their purchase decisions, and new technologies are redesigning in-store shopping. But will social commerce really be a $30 billion global opportunity by 2015?
With less than half of Canadian small- and medium-sized businesses online, and more than 90% of purchases still taking place in bricks-and-mortar stores, is it really necessary to leverage the social graph at this time? Are social networks like Facebook and Pinterest the next wave for e-commerce? Where should marketers and retailers focus their efforts? What role do startups play in the social commerce ecosystem?
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
"Impact of front-end architecture on development cost", Viktor TurskyiFwdays
I have heard many times that architecture is not important for the front-end. Also, many times I have seen how developers implement features on the front-end just following the standard rules for a framework and think that this is enough to successfully launch the project, and then the project fails. How to prevent this and what approach to choose? I have launched dozens of complex projects and during the talk we will analyze which approaches have worked for me and which have not.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
Let's dive deeper into the world of ODC! Ricardo Alves (OutSystems) will join us to tell all about the new Data Fabric. After that, Sezen de Bruijn (OutSystems) will get into the details on how to best design a sturdy architecture within ODC.
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf
Social Media Has Changed Marketing Forever
1. TRANSFORM THE WAY YOU MARKET
WITH THE MARKETING CLOUD
David Alston
Chief Adoption Officer
@davidalston
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 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, 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, risks associated with 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 quarter
ended July 31, 2012. This document and others 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 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.
4. Social Media Has Changed Marketing Forever
The Largest Shift in 60 Years
Unsolicited One to many Untargeted Engaging Transparent Targeted
5. Social Revolution: Customers Flocking to Social Channels
Fortune 100 Facebook Fan Growth
Fortune 100 Web Traffic Growth
123%
growth in social
customers
Jun 2010
Dec 2010 Jun 2011
Dec 2011
Source: Webtrends, “The Effects of Social Networks on the Mobile Web and Website Traffic”; Google Social Media Analysis Study
6. Social Revolution: Customer Conversations Exploding
150M
conversations
per day
2009 2010 2011 2012
Sources: Twitter
7. Your Connections Are More Likely to Buy From You
Non-Fan
Facebook Fan
200%
More likely
to buy
Source: Forrester, The Facebook Effect
8. People Are No Longer Faceless Data
Residential Cell Phone
Addresses Numbers
Email Cookies That Expire
Addresses in 30 Days
9. People Are PEOPLE
And Are More Connected Than Ever
Enormous Opportunity:
Listen To Your Customers
Build & Engage Connections
Turn Insight Into Action
10. But Social Has Created Chaos For Marketing
Uncoordinated Limited
Action Insight
PR eCommerce
Marketing Creative
Social Community
Messaging Media Digital
Media Manager
Your Company
11. What if you could manage all your social
marketing on a single platform?
12. World’s Only Unified Social Marketing Suite
Turn insights into action,
TM
and connections into Customers for Life.
Salesforce Platform
13. #1 in Social Marketing #1 in Social Listening
Social Content Engagement Social Ads Social Listening Workflow & Measurement
Automation
14. Measurement Social Listening
Workflow &
Social Content
Automation
Social Ads Engagement
15. Global Leader in Social Marketing
55% of Fortune 100
8 of 10 Largest Advertisers
Thousands of Customers
B2B & B2C
17. World’s Only Unified Social Marketing Suite
Turn insights into action,
TM
and connections into Customers for Life.
Salesforce Platform
18. Social Listening: Listen at Social Scale
Get Actionable Insight From Over
400 Million Social Sources
Go Beyond The What To The Why
Uncover Marketing, Sales &
Service Opportunities
+94%
Improved Brand
Monitoring
Source: Radian6 Customer Relationship Survey conducted December 2011, by an
independent third-party, MarketTools Inc., on 800+ customers randomly selected.
19. Social Content: Create Compelling Social Presences
Build Social Canvasses That Create Action
Grow Connections With Social Applications
Optimized For Teams With Workflow
+37%
campaign
effectiveness
20. Engagement: Connect With Customers
Create & Manage Your Social Content Calendar
Engage With Customers & Build Community
Scale With Team Workflow & Automation
77%
Increased Social
Engagement
Source: Radian6 Customer Relationship Survey conducted December 2011, by an
independent third-party, MarketTools Inc., on 800+ customers randomly selected.
21. Social Ads: Amplify Your Content
Amplify Your Brand And Community
Stories
Reach Customer By Profile And
Activity
Optimize Campaigns In Real-time
22. Workflow & Automation: Align Marketing, Sales & Service
Service
Build Customer Social Profiles
Share Social Insight & Posts
Across Your Company
Marketing
Work At Social Scale & Speed
Sales
23. Measurement: Track Campaign ROI
Measure Everything From Campaigns
To Conversion
Insight Across All Social And
Campaign Metrics
Optimize Activity And Maximize ROI
25. Symantec Protects the World’s Information
$6.7 Billion in Revenue
20,500 Employees
Fortune’s Most Admired Companies
26. Symantec is Social
7,000 Global
Sales Reps Product
Custom
Profile Data Apps
160,000
Partners Back-End
4,000+ 5+ AppExchange
Call Center Agents Apps
Marketing Sites Social @ 18,500 Employees
Symantec on Chatter
27. Customers Share More than Ever Before
Having a
Great problem
article on…
Love the Device isn’t
new… Cool working…
video…
Customer
Frustrating service can’t
interaction… help me…
28. 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
29. What We Do Today: Find, Classify and Assign AIMs™
1. Case: Request for help resolving real-time
issue
30. What We Do Today: Find, Classify and Assign AIMs™
1. Case: Request for help resolving real-time
issue
2.Query: Question that doesn’t require support
resource
31. What We Do Today: 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
32. What We Do Today: 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
33. What We Do Today: 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
34. What We Do Today: 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
35. What We Do Today: 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
37. Recap: AIM™ Triage Process
Blogs
Message boards
Configuration
Symantec Case
Employee
Query
Response Review
Rant
Rave
Product 1
Lead
RFE Product 2
Fraud Product 3
38. Recap: AIM™ Triage Process
Blogs
Message boards
Configuration
CRM Profiles Interactions History Transactions Preferences
Symantec Case
Employee
Query
Response Review
Rant
Rave
Product 1
Lead
RFE Product 2
Fraud Product 3
39. Next Up: Salesforce Service Cloud Integration
Social CRM Workflow: Support
• Marketing Cloud pulls in social posts of all types,
including Cases
• SCRM team classifies posts using the Marketing
Cloud Engagement Console
• Social Hub creates SFDC Objects for Support
cases
• Support agents respond in SFDC Service Cloud