Airline social media interactions vary significantly by region and airline. European airlines tend to have much higher response rates to customer tweets and messages than US-based airlines. Examples showed that airlines like Delta, KLM and Virgin provide quick and helpful responses, while others like Alitalia provide no response at all or cannot resolve customer issues. How airlines handle social interactions can strongly impact customer satisfaction.
Learn about the foundational components of Social CRM and lays the groundwork required for your company to build and maintain long and valuable
customer relationships. We build a strong case as to why Social CRM is relevant to companies today and why it is one of the most pivotal concepts to understand in business today. It is intended to meet the needs of both someone new to the
concepts, as well those requiring a comprehensive guide. Our hope is that you will find this paper serves as a starting point for your company to begin engaging deeply with your customers.
How Businesses Use Web 2.0 and Social Media. Presentation by Charlie Kreitzberg and Anne Pauker Kreitzberg, Cognetics at CIO Summit, April 2009, Valley Forge, PA. www.cognetics.com
Learn about the foundational components of Social CRM and lays the groundwork required for your company to build and maintain long and valuable
customer relationships. We build a strong case as to why Social CRM is relevant to companies today and why it is one of the most pivotal concepts to understand in business today. It is intended to meet the needs of both someone new to the
concepts, as well those requiring a comprehensive guide. Our hope is that you will find this paper serves as a starting point for your company to begin engaging deeply with your customers.
How Businesses Use Web 2.0 and Social Media. Presentation by Charlie Kreitzberg and Anne Pauker Kreitzberg, Cognetics at CIO Summit, April 2009, Valley Forge, PA. www.cognetics.com
The Cloud Computing China Congress (CCCC http://www.cloudcomputingchina.org ) is specially designed for senior IT and line of business executives evaluating and making purchasing decisions in the areas of on-demand infrastructure and software services.
iStrategy Melbourne - Redefining Commerce in the Age of the Empowered Consume...iStrategy
This session will examine how today's hyper-aware consumer will continue to change the engagement approach of today's organisations. It will focus on the importance of meeting the needs of today's consumer and look at the key imperatives required by marketers to succeed in this ever changing environment by knowing your customer as an individual, creating value at every touch point and being an authentic brand and culture.
We bring flexibility, scalability, speed and above all technological excellence to the doorstep of our customer by setting up extension of their technology teams at our offshore software development facility in India. We have worked for small to medium product companies offering them end-to-end services from writing Business Plans, Market Research, Design & Architecture, Development, Testing, Integration, Maintenance, Modification & Optimization, 24 x 7 Tech support to Creative’s for promotion. Our product development and support model delivers cost-effective, highly-efficient and high quality Software Product to product companies globally.
iStrategy 2013, Sydney: Leveraging the last millisecondJason Juma-Ross
Digital media suffers from substantial decays in effectiveness over time. Despite this, the ROI often outstrips more traditional media, but for how long? Delivering relevance can provide a powerful tool for extending the life of a channel or campaign (and making it more effective in the first place). In this paper, we look at the challenges with identifying customer intent and matching this with real-time, relevant communications at enterprise scale. Demonstrations of ad verification and intelligent digital platform capabilities explore how relevance at scale can be delivered and the observed impacts on business outcomes.
mShopper mobile mStore and marketing platformmShopper
mShopper’s Mobile Commerce Made Easy™ platform offers merchants an easy to use software solution to create a custom branded mStore™.
No budget or IT resources required. Simply upload your product datafeed, logo, custom messaging and use the platform tools to merchandise and promote your new mStore. With an mStore that works on any smartphone, you don’t have to worry about keeping up with the rapid pace of change in mobile platforms, devices and browsers.
Our consumer outreach tool GetFirstDibs™ generates your Mobile ROI. It helps build your permission mobile database, send text alerts on your special offers and drive traffic to your new mStore.
With mShopper’s SaaS platform, you can effectively convert mobile traffic into sales today. Now that’s Mobile Commerce Made Easy™!
[Learn more and watch our product demo at mshopper.com]
The Cloud Computing China Congress (CCCC http://www.cloudcomputingchina.org ) is specially designed for senior IT and line of business executives evaluating and making purchasing decisions in the areas of on-demand infrastructure and software services.
iStrategy Melbourne - Redefining Commerce in the Age of the Empowered Consume...iStrategy
This session will examine how today's hyper-aware consumer will continue to change the engagement approach of today's organisations. It will focus on the importance of meeting the needs of today's consumer and look at the key imperatives required by marketers to succeed in this ever changing environment by knowing your customer as an individual, creating value at every touch point and being an authentic brand and culture.
We bring flexibility, scalability, speed and above all technological excellence to the doorstep of our customer by setting up extension of their technology teams at our offshore software development facility in India. We have worked for small to medium product companies offering them end-to-end services from writing Business Plans, Market Research, Design & Architecture, Development, Testing, Integration, Maintenance, Modification & Optimization, 24 x 7 Tech support to Creative’s for promotion. Our product development and support model delivers cost-effective, highly-efficient and high quality Software Product to product companies globally.
iStrategy 2013, Sydney: Leveraging the last millisecondJason Juma-Ross
Digital media suffers from substantial decays in effectiveness over time. Despite this, the ROI often outstrips more traditional media, but for how long? Delivering relevance can provide a powerful tool for extending the life of a channel or campaign (and making it more effective in the first place). In this paper, we look at the challenges with identifying customer intent and matching this with real-time, relevant communications at enterprise scale. Demonstrations of ad verification and intelligent digital platform capabilities explore how relevance at scale can be delivered and the observed impacts on business outcomes.
mShopper mobile mStore and marketing platformmShopper
mShopper’s Mobile Commerce Made Easy™ platform offers merchants an easy to use software solution to create a custom branded mStore™.
No budget or IT resources required. Simply upload your product datafeed, logo, custom messaging and use the platform tools to merchandise and promote your new mStore. With an mStore that works on any smartphone, you don’t have to worry about keeping up with the rapid pace of change in mobile platforms, devices and browsers.
Our consumer outreach tool GetFirstDibs™ generates your Mobile ROI. It helps build your permission mobile database, send text alerts on your special offers and drive traffic to your new mStore.
With mShopper’s SaaS platform, you can effectively convert mobile traffic into sales today. Now that’s Mobile Commerce Made Easy™!
[Learn more and watch our product demo at mshopper.com]
The Salesforce.com Partner Meetup is designed for app providers and ISVs. This is a fantastic opportunity to meet our team and learn how the salesforce.com partner ecosystem is driving the future of enterprise apps. Plus, you will first-hand from partners on how to find success with our AppExchange Partner Program.
AppExchange Partner Program Keynote - Dreamforce 2012- 9/18Salesforce Partners
We had standing room only at our AppExchange Partner Keynote at Dreamforce 2012. It's about the program, technology and marketplace. Get everything you need to build, package, and sell business apps on the proven cloud platform with the AppExchange Partner Program. You'll have access to the AppExchange—the leading enterprise app marketplace—where you can quickly market to 100,000+ salesforce.com customers and help their social business transformation.
Zuora - 2009 Venture Capital Case CompetitionSol Tran
Our presentation during the Venture Capital Case Competition at Stanford University on why Zuora was a strong investment opportunity in 2009. No slide on IRR.
Force.com: A Walk on the Enterprise SidePat Patterson
You don't have to wear a suit to write enterprise apps! Force.com is the leading cloud platform for social and mobile enterprise apps, with a community of hundreds of thousands of developers building scalable, secure web and mobile applications, from quick customizations of existing Salesforce functions to major Enterprise Resource Planning systems. This session explains why you should take a look at Force.com, and gives you everything you need to leverage your existing web and mobile dev skills to get started building enterprise apps in the cloud.
2013 Future state E-commerce Trends WebinarMichael Healey
This deck is from an InformationWeek 2013 Internet Trends webinar. Summary: There's no such thing as a standalone ecommerce site – today, this function cannot be a bolt-on. Companies must go broad and think holistically, looping in ERP, suppliers, security, marketing automation packages and more. There are multiple ecommerce instances geared for specific partners. But it's a big, ongoing development challenge, and customers demand a seamless experience, whether interacting on PCs, tablets or smartphones. Yet, there are no standards to lean on.
In this webcast we'll discuss state-of-the-art back-end infrastructure and automation, ways to overcome gaps in transaction processes, and services-based options.
You'll learn:
Technical hurdles and design considerations
Major challenges and opportunities to improve
Examples of companies using best practices to get this right
Presented to Southern California Software Process Improvement Network, July 2011
As 'the cloud' becomes the mainstream platform for IT innovation, platform architects will combine smart devices, global networks, and application models inspired by Twitter and Facebook to let people do what they do best: to recognize what’s not normal, and either address the problem or pursue the opportunity.
The first decade of cloud computing decisively demonstrated that massively sharable/scalable systems can shrink operating costs and slash development delays, but the era of the Social Enterprise goes farther to turn the cloud model from a perceived challenge into a compelling avenue for IT innovations that need not compromise security or governance.
Trust is no longer a factor of geography - your users have left the building aka your inside perimeter. Trust No One and secure your data and digital assets through adaptive access.
Akamai Security World Tour Stockholm May 14, 2019
Web APIs are a primary target for malicious attacks on you and your digital assets. This presentation provides some effective API security approaches such as identifying API risks in business ecosystems, quaality and safety of APIs, and the risk from connected devices aka Internet of Things
Akamai Security World Tour Stockholm May 14, 2019 by Gerd Giese
There are good bots - and there are bad bots. Which is why you should care and know how to manage them so that you remain secure, but can continue to successfully conduct your business over the Internet. Presentation by Xavier Daspre at the Akamai Trust No One City Tour.
Cybersecurity is everyone's business. Media Strategist Brit Stakston and Deputy Professor Anders Kofod-Petersen of Alexandra Institute discuss Human and Machine - Can We Trust AI.
(In Swedish) Peter Mackhé of the Swedish research bureau Dagens Analys walks you through the fast paced evolution in customer behavior and how to capture and create insights from the data points created when interacting with your brand.
(In Swedish) Expressen - a leading national daily in Sweden - is building their editorial strategy and real time reporting on datadriven insights from reader engagement and behavioural analytics. The result is a transformation of journalism in a highly competitve media environment.
Is there a correlation between success and social customer service. This study compares most engaged airlines in 2013 with actual traffic and financial growth 2015.
Caroline Rudbeck, Head of Communication at Swedish leading IT equipment retailer Dustin, explains how their marketing strategy evolved from an analog mailed catalog to a persona-based communication strategy with a unified brand and content optimized for each separate target group.
Digital Strategy - how to win elections with Big Data, Predictive Analytics and Social Media Engagement. A summary of the SMAC (social media - mobile - analytics - cloud) strategy of Obama's campaign teams in 2008 and 2012
How do you explain and/or justify the investment in time and money behind your social media engagement? By metrics and hard and soft business values which you can base on realized results from other companies in your market.
4. 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
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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.
5. Salesforce Foundation
410,000+
Hours Service
% $40+
Million
Grants
Time • Equity • Product
16,000
Non-profit
Organizations
6. Flexible: Find, Evaluate & Install Apps For Your Business
Leading Cloud Ecosystem
1,700+ Apps
1.5M Installs
7. Let’s challenge an airline
• Grupp 1: twittra en fråga till ett av följande flygbolag:
• KLM – SAS – Air France – Lufthansa – British Airways –
Qantas
• Grupp 2: Ställ en fråga till flygbolagen på Facebook
• Grupp 3: skicka ett mejl/posta en fråga till
• http://mysasidea.flysas.net/?wt.ac=kontakt_form_idea
• https://www.britishairways.com/travel/custrelform/public/sv_se
• http://www.klm.com/travel/se_sv/index.htm
• http://www.qantas.com.au/travel/airlines/contacts/global/en
9. The overall theme is: CONNECTED
salesforce architecture
Any Social App
Sales Service Marketing Work.com Back-end Systems
Network Exchange
Data.com
AppExchange Apps
Chatter Chatter Communities
ERP Finance Any System
Force.com Heroku Touch
Salesforce
Platform
Data Model
Multi-tenant Infrastructure
10. Putting it All Together through the Social
Command Centre
PERFORMANCE PERFORMANCE
DATA & INSIGHTS DATA & INSIGHTS
Command
Center
Force.com Heroku
ENTERPRISE INNOVATION EXPERIENCE INNOVATION
INNOVATION PROCESSES
DASHBOARDS
ENGAGEMENT
PERFORMANCE DATA & INSIGHTS,
RAPID IN-MARKET TESTING AND
EXPERIMENTATION
Innovation
Cloud
SOCIAL MOBILE OPEN DIVERSE COLLABORATIVE EFFICIENT BORDERLESS
12. Companies Disconnected from their Customers
Your Customers, Employees, and
Is Your Company Connected?
Partners are Connected…
13. The Computing Revolution:
New Ways to Connect with Customers
Local
Cloud
Social
Touch
Social Touch Local Big Data Identity Ecosystem Community
New ways New ways to New ways to New ways to New ways to New ways to New ways to
to connect use apps find customers discover insight share data share apps collaborate
Cloud Computing
News ways to connect everything
14. JDPower and Associates 2013 Social Media
Benchmark Study
• 67% of US consumers have used a company’s social
media site for servicing
• Only 33% for social marketing
• Younger consumers (43%) are more likely to use social
customer service than 50+ (18%)
• Still calling
• Not surprisingly, highly satisfied customers are more
likely to buy (87%)
N=23,000 US consumers
16. Best performing airlines in the JDPower study
Service Marketing Datasift analysis
JetBlue Delta Airlines JetBlue Service
Airways Response rate: 69%
Delta Service
Response Rate = 2%
Southwest Southwest Airlines
Airlines
Virgin Virgin America
America
WestJet
17. Do airlines service customers everywhere? We checked.
- 100,000 tweets over 1 month
- 33 different airlines worldwide
looking for where people mentioned an airline's twitter handle,
or the airline replied back to a person.
18. Europe gets it – US based airlines don’t
14000 100%
90%
12000
80%
10000
70%
60%
8000
50%
6000
40%
4000 30%
20%
2000
10%
0 0%
Customer Mentions Response Rate
25. High flyers and their approach to social
interactions – my favourite
26. Examples of good and bad experiences
Delta supporting helped Alitalia after being kept on
me out on 8 DM:s on the tarmac for an hour at
Twitter - Great Support Linate. No response
and experience.
27. Examples of good and bad experiences
Reached out in public and Poor turnaround time for
with DM, supplied great reply; did not resolve
service situation in the end.
.
28. Examples of good and bad experiences
s quick and they helped best as they They remained
d. Not better, but a lot faster than anonymous and did not
entional channels. KLM even have the authority to
acted me proactively when I tweeted resolve my compliant.
t a delayed flight without mentioning (They apologize endlessly
. as if I really care!)
29. Examples of good and bad experiences
They were on it ... seconds after no response
my post I got a response