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Businesses are looking to leverage social media as a way to gain deeper insight into what customers want and get feedback on how to improve the customer experience, while also attempting to navigate and utilize these same platforms for internal communication and creativity. Jeremy Cooper will share his insights on how cloud computing can bring together industry leading cloud platforms like Google, Facebook and Twitter with traditional contact center channels like phone, email and chat to capture every conversation and leverage every community expert in the cloud. He will also demonstrate how consumer driven sites have shown companies a smarter way to collaborate, leveraging ease-of-use and social features to create rich user experiences and improve productivity.
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Social Jeremy Cooper Regional Vice President, Asia Pacific
salesforce.com
Thursday, 16th September 2010
Bangalore, India
Business is now
Welcome to Cloud
Cloud Computing For more than a decade, The Consumer Web has been showing business a better way
Email Users
Social Networking Users
Social Networking Users
Surpass Email Users on 7/09
Source: Morgan Stanley Internet Mobile Report, December 2009
Data is for unique, monthly users of social networking and email usage.
2009: Social Networking Surpasses Email
Top Internet Use Cases
Search
Source: Morgan Stanley Internet Mobile Report, December 2009
6/06 9/06 12/06 3/07 6/07 9/07 12/07
3/08 6/08 9/08 12/08
3/09 6/09 9/09
Broad Change in Internet Usage
2005 2006 2007 2008 2009E 2010E 2011E 2012E 2013E
Desktop
Smartphones
Notebook PCs
Source: Morgan Stanley Internet Mobile Report, December 2009
Device Shipments
Next Generation Devices Changing how we access the Internet
Amazon.com
Tabs
Pull
Click
Desktop
Fixed
Location Unknown
Windows/Mac
Feeds
Push
Touch
Smartphone/Tablet
Mobile
Location Aware
Cocoa/HTML 5
2000 2010
The Facebook Imperative The World has changed!
Collaboration . Real-time . Mobile Low Cost . Fast . Easy-to-use
Internal Networks External Networks
Customers & Partners
How can social networking/media:
• Leverage my customers for innovation?
• Help me protect and manage the brand?
• Create a better and differentiated experience?
• Create new revenue channels?
Employees
How can social networking/media:
• Make my employees more productive?
• Make my company more competitive?
• Attract and retain employees?
Corporate Networks How can social networking/media help?
Today, It’s Impossible To Stay On Top Of Everything
Today, It’s Impossible To Stay On Top Of Everything
It’s frustrating to hear…
A colleague knows
key decision maker
…after losing
the deal
Prices have
changed
Problem at a key
customer
…after sending
the proposal
…after the customer
has left
Status Updates . Profiles . Feeds . Filters
- The Economist November 2009
The Consumer Web Has Shown Business A Better Way 500M+ people collaborate every day
Bob Iger CEO, The Walt Disney Company Fortune Brainstorm Tech 2009
Status Updates . Profiles . Feeds . Filters
On Facebook, the Insights Come to You
What if enterprise collaboration worked like
Facebook?
But was private, secure, and trusted?
People Documents Apps
Mark Silber
Qualcomm
Welcome To Cloud Business Insights Come To You
Status Updates . Profiles . Feeds . Filters
Why Does Chatter Matter? Enterprise Collaboration
Interact Globally
Share Presentations &
Documents
Collaborate With Dashboards
Visibility Into Workflow
Help Sales Close Deals Communicate With Team & Groups
Follow Campaign Performance
“ There’s no reason why businesses can’t be more:
Insightful
Productive
Spontaneous
… better still a far more Fun place to work. ” Sumeet Vaid
Founder & CEO
fFreedom Financial Planners
Customers & Partners
How can social networking/media:
• Leverage my customers for innovation?
• Help me protect and manage the brand?
• Create a better and differentiated experience?
• Create new revenue channels?
Employees
How can social networking/media:
• Make my employees more productive?
• Make my company more competitive?
• Attract and retain employees?
Business Networks How can social networking/media help?
Internal Networks External Networks
How We Think About Communities @ Salesforce Salesforce Marketing Model: Dialogue-Centric
Customers
Bloggers
Twitter/Facebook
Analysts
Press
Launch events
Website
Events
Demand generation
Lead management
Salesforce communities
Salesforce Ideas, Blogs & Answers
Twitter/Facebook
Three Pillars To Our Community Salesforce Marketing Model: Dialogue-Centric
Knowledge
Answers
Blogs
Ideas
Community On
Our Site
User Groups
Testimonials
YouTube
Our Official
Social Media Channels
Flickr
Slideshare
Video
Forums
Blogs
Conversations
On Other Sites
Mainstream
News
Images
Crowd Sourcing Tapping our Global Customers for Innovation
• 10,335 ideas
• 230,233 votes
• 23,501 comments
• 400 ideas delivered
• Transparent feature requests
• Analytics for Product Managers
• Closed idea loop for users
Crowd Sourcing Tapping our Global Customers for Innovation
Crowd Sourcing Leading companies tapping their External Networks for Innovation
How Can Companies Join The Conversation? Today’s Contact Centres Cannot Connect with Customers
Email Chat Phone
Companies
have invested here
But customers
are over here (in the Cloud)
Customer Service @ Bank of America Joining The Conversation
1980s Client/server Computing
1970s Mini Computing
1990s Desktop Internet Computing
2000s Mobile Internet Computing
1960s Mainframe Computing
Frequency & Volume Are Being Dialled Up Why Businesses MUST Get Social
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