MARKETING AUTOMATION + COMMUNITIES = CUSTOMER LOVE

Join the Conversation:@Magnet360@Salesforce@dwisdom

@ericscheel #CustomerLoveNYC

OUR MANTRA

S A L E S F O R C E E X P E R T I S E

C L I E N T T R U S T E A R N E D E V E RY D AY

ANDREA MILLER

VP COMMERCIAL SALES, SALESFORCE.COM

Andrea Miller

VP Commercial Sales

salesforce.com

Our Mission: Cloud Computing Driver, Catalyst & Evangelist

Mainframe Client/Server

No Hardware/Software

Subscription Model

Automatic Upgrades

Constant Innovation

EnterpriseCloud Computing

Today1960s 1980s

#1 in Enterprise Cloud Computing & CRM

#1Salesforce: World’s #1 CRM

Enterprise Cloud Computing Market Share

#1World’s Most Innovative Company2011, 2012, 2013

#1

Market Leader:Enterprise, MidMarket, SMB & Sales Force Automation

#1

Third Wave of Computing:

• “Internet of Things”

LAN/WAN

Client

Server

Millions

SNA

Mainframe

Terminal

Thousands

LTE

Cloud

Social . Mobile . Cloud . Connected

75 Billion Connected “Things”

Behind every is a customer.thing

device

lead

opportunity

app

post

sales meeting

chat

quote

community

58%Faster

Deployment

A Whole New Way to Engage Customers

connectedproducts by 2020

Dashboard to our lives

1TConnected

Sensors

MobileConnected 75B

Connected ProductsBy 2020

5BSmartphones

by 2017

4.5B

Aggregate Social Users

Cloud

Social

In the Internet of Customers, Companies Create 1:1 Journeys

Connected

Customers

Connected

Employees

Web Store Community

Connected

Partners

EmailSocialMobileProduct

Connected

ExperiencesStadium

Your Customers

Cloud . Social . Mobile . Connected

Sales Cloud Service Cloud ExactTargetMarketing

CloudAppExchange

Salesforce1 Communities

Salesforce1 Mobile App

Salesforce1 Platform Services

Force.com Heroku ExactTarget Fuel

Salesforce1: A New Customer Platform for the Future

The Internet of Customers Has Changed Marketing Forever

Fragmented 1:Many Untargeted Seamless 1:1 Experiences

The Customer Platform for 1:1 Marketing

Build a single view of your customers

Manage the customer journey

Deliver personalized content on every channel

#1 in Digital & Social Marketing

10,000+ Customers

8 of 10 Largest Advertisers

8 of 10 Largest Online Retailers

• Strong Momentum • Market Leadership • Customer Success

#1 Forrester Wave

Leader Gartner Magic Quadrant

Engagement & Analytics

Powering 1:1 Marketing Across Every Industry

Retail/CPGTravel

& HospitalityCommunications

& MediaInternet

& eCommerceTechnology

Financial Services& Insurance

™

ERIC SCHEEL

MAGNET 360 CTO, @ERICSCHEEL

SALESFORCE COMMUNITIES

@ericscheel

ENGAGEMENT FOR OUTCOMESE N G A G E M E N T S T R AT E G Y

/// Partner Since 2004

/// 2,000+ Platform Projects

/// 100+ Certifications

/// 8.9 Customer Satisfaction Score

@ericscheel

MYSTARBUCKSIDEA.COM

• One of the earliest branded

communities on Force.com.• Key element in turnaround at

Starbucks over the last five

years.

» 150,000 ideas submitted» 2 million votes» 250+ ideas were implemented

@ericscheel

GENERAL MILLS INNOVATION NETWORK

Key partner engagement tool

Post challenges and briefs for innovation opportunities

Create direct connection between General Mills and partners

Connected to internal resources and processes

@ericscheel

THE HOME DEPOT - DRIVING INTERNAL INNOVATION

Large public facing community

Customers, employees and experts community

Advocate Engagement

Search Engine Optimization ofcontent @ericscheel

WHY COMMUNITIES

@ericscheel

WHY COMMUNITIES

Sales• Create value added services • Expand customer mindshare• Increase collaboration & reduce friction in the sales process

Service• Self service case deflection • Service reinvention… be like Amazon• Reduce cost & improve experience

Marketing• Defend & enhance the brand• Build customer & partner advocates • Conversation is happening, companies need to join @ericscheel

DRIVING COMMUNITIES ROI

Increase sales:• Engaged customers in communities spend 19% more (University of Michigan 2013)

• 55% of consumers would pay more for a better customer experience• GE found engagement online resulted in a 15% increase in sales

Decrease costs:• 10% case deflection providing $2.5M in savings• Support can handle 3.8 issues simultaneously online vs. 1.2 over the phone.• 42% of service agents are unable to efficiently resolve customer issues due to

disconnected systems, archaic user interfaces, and multiple applications

Build brand advocates (get closer to your customer/partner):• 78% of community users 'research a problem' as part of their buying lifecycle• 24x more conversations happen in a community than on social channels• 11% share to other social networks via community (Facebook, Twitter, etc)

@ericscheel

COMMUNITY MATURITY MODEL

2 – Presence• Stake your claim

• Direct partner and customer engagement

• Create feedback loops

1 – Planning• Listen & Learn

• Develop business case

• Internal cultural alignment

3 – Engagement• Dialog Deepens

• Internal Users Engage (Sales, Support, Product Development, Marketing)

• Profile / Identity aggregation

4 – Formalized • Organized at scale

• Global coordination

• Governance

• Optimized at scale

5 – Strategic • Across enterprise

• Employee, partner and customer

• Consolidation of sites and channels

Functionality ExtensiveLimited

Bu

sin

ess

Im

pa

ct

High

Low

6 – Converged• Community embedded into

products, services and processes

@ericscheel

S A L E S F O R C E E X P E R T I S E

@ericscheel

THANK YOU

@ericscheel