Salesforce Case Study: Blaze a Trail with More Engaging Content
•Download as PPTX, PDF•
1 like•462 views
Presentation on how Salesforce increases customer engagement with its Trailhead learning platform. Delivered at Information Development World 2017.
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Similar to Salesforce Case Study: Blaze a Trail with More Engaging Content
Similar to Salesforce Case Study: Blaze a Trail with More Engaging Content (20)
More from Gavin Austin
More from Gavin Austin (12)
Recently uploaded
Recently uploaded (20)
Salesforce Case Study: Blaze a Trail with More Engaging Content
- 1. Salesforce Case Study Blaze a Trail with More Engaging Content gaustin@salesforce.com @GavinAustinSays Gavin Austin Principal Technical Writer
- 2. Forward-looking statements 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. Takeaway You can create fun-gaging technical content that helps your customers love you.
- 4. What’s the 7th most in-demand software skill?
- 5. Do you love learning about CRM software?
- 6. How do you engage so many different customers? Developers End Users (Kids!?)Administrators
- 7. How do you engage so many different customers?
- 8. How do you engage so many different customers?
- 9. How do you engage so many different customers?
- 10. How do you keep customers’ attention? Stories Short paragraphs Videos & graphics Playful voice & tone
- 11. How do you keep Trailhead memorable? Quizzes Challenges Playgrounds
- 12. How do you reward customers? Points Badges Resumé Community
- 13. How do you keep Trailhead new and exciting? Contests Weird projects Variety of subjects
- 14. How do you know Trailhead is successful? Metrics Feedback Trailblazer stories
- 15. Is Trailhead replacing all of your content? No, Never, Not a chance!
- 16. How do you get so many teams to create it? Success is contagious.
- 17. How can your team create fun-gaging content? Go get your own badge. See what works!
- 18. Takeaway You can create fun-gaging technical content that helps your customers love you. And go get your badge!
Editor's Notes
- What Salesforce is, why it matters… Me: 20 years of tech writing experience Write anything and everything At Salesforce since 2004 37 Trailhead badges
- Talk Track Before I begin, just a quick note that you should base your purchasing decisions on products and services that are currently available. Key Takeaway Salesforce is a publicly traded company. Customer should make buying decisions only on the products commercially available.
- If you hear nothing else from my talk or I bore you to death, please keep this in mind
- Where the stat is from… As businesses rush headfirst to embrace the future of mobile, big data, IoT, and AI, Salesforce skills are becoming some of the hottest skills to have on your resume. In fact, according to IDC, Salesforce and our broader ecosystem will create nearly 2 million jobs over the next five years.
- Do you like reading online help? Scanning PDF tip sheets? Perusing developer or implementation guides? Is there anything more in life you rather do?!
- Our problem is probably your problem…. Worldwide customers, multiple languages, skillsets, admins, devs, end users, accidental admins….kids! Also non-profits, government agencies.... How do we get all these folks engaged and learning our applications?
- With Trails: free guided learning paths that are actually fun, humorous, and have dancing bears – literally! Trails are guided learning paths through modules and projects that help you cover the most ground in the shortest amount of time. Consider them your personal game plan for exploring new skills.
- Think of Trailhead like a choose a your own adventure “book” for simple and very complex technologies, for anyone! Choose by business role, level of knowledge, products…. Like a menue for learning what you want, when you want.
- Think of Trailhead like a choose a your own adventure “book” for simple and very complex technologies, for anyone! Choose by business role, level of knowledge, products…. Like a menue for learning what you want, when you want.
- Put it all in a blender…variety….jokes, stories, videos, graphics, screenshots, short paragraphs, playful voice & tone.
- Think of Trailhead like a choose a your own adventure “book” for simple and very complex technologies, for anyone! Choose by business role, level of knowledge, products…. Like a menue for learning what you want, when you want.
- Think of Trailhead like a choose a your own adventure “book” for simple and very complex technologies, for anyone! Choose by business role, level of knowledge, products…. Like a menue for learning what you want, when you want.
- Think of Trailhead like a choose a your own adventure “book” for simple and very complex technologies, for anyone! Choose by business role, level of knowledge, products…. Like a menue for learning what you want, when you want.
- Think of Trailhead like a choose a your own adventure “book” for simple and very complex technologies, for anyone! Choose by business role, level of knowledge, products…. Like a menue for learning what you want, when you want.
- Think of Trailhead like a choose a your own adventure “book” for simple and very complex technologies, for anyone! Choose by business role, level of knowledge, products…. Like a menue for learning what you want, when you want.
- Think of Trailhead like a choose a your own adventure “book” for simple and very complex technologies, for anyone! Choose by business role, level of knowledge, products…. Like a menue for learning what you want, when you want.