A social think tank including Comcast, DirectTV, JP Morgan Chase Bank, Nissan, Procter & Gamble, Volkswagen, Walmart and Walt Disney who met on a quarterly basis to drive industry best practices and establish Salesforce as a social thought leader.

1. Social Customer Service Advisory Board:
Topline Report
March 3, 2011 @ Cloudforce NYC

2. Table of Contents
 Social Customer Service Advisory Board Charter/Goals
 Board Members
 The Agenda
 Board Room Photos
 Top SCS Challenges Discussed
 Successful Meeting Outcomes
 Visual Maps
 Next Steps

3. Social Customer Service Advisory Board
Charter
A global think tank dedicated to bringing together top social innovators
to discuss challenges, share experiences and collaboratively develop
solutions that provide a framework and guidelines for operationlizing
social into the customer experience
Goals
 Facilitate the development of social customer service best practices
 Develop content that shows the application of those practices
 Evangelize social customer service thought leadership at key CRM,
sCRM, social and customer service events/tradeshows

4. Frank Palase,
Senior VP of IT S&I
Tyler Cyr, Web Communications Mgr Ryan Miller, Director of Operations
Marc Gruszka, Division Mgr
of Digital Marketing
Stephan Hovarth, DraftFCB,
VW Social Media Agency
Bianca Buckridee, Social
Media Engagement Mgr
Ryan Strynatka, Director
of Product Management
Wendy Lea, CEO
Kyle Judkins,
Digital Marketing Mgr
Regina Mills,
Sr Marketing Mgr
Kip Wetzel, Sr Director Digital Care
Robin Dagostino, CIM Marketing
Gary Schwinn, Sr Director of
Customer Care Technology
Board Members

5. The Agenda
2:00 pm Welcome & Initial Roundtable Discussion:
Define the Ultimate Social Customer Experience
3:00 pm Integrating Social Into the Business:
Comcast’s Approach
3:45 pm Break
4:00 pm Operationalizing Social Customer Service
5:00 pm Next steps & wrap up
5:30 pm Meeting adjourns

6. Fergus Griffin, Frank Palase
From left: Alex Dayon,
Stephan Hovarth, Tyler Cyr
From left: Kyle Judkins, Ryan Miller,
Tom Divittorio, Bianca Buckridee
Stephan Hovarth
Kip Wetzel
Tom Divittorio
(face not pictured)
Board Room Photos
Mariah Howard, Visual Recorder

7. Top SCS Challenges Discussed
1. Proving social ROI and justifying the business case to CIOs/CFOs
“How do you measure a hug?”
- Bianca Buckridee, Social Media Engagement Mgr
2. Managing social media and resources
“Social media is the wild west”
- Kip Wetzel, Sr Director Digital Care
3. Social channels: An extension of core customer service
capabilities?
“There’s no need to let go with both hands to
get a better grip.”
- Frank Palase, Senior VP of IT S&I

8. Appendix

9. Visual Map #1: Defining Social Customer Service

10. Visual Map #2: Social Customer Service Issues

11. Visual Map #3: The Comcast Case Study

12. Visual Map #4: Operationlizing Social