Salesforce Social Studio Product Briefing and Roadmap June 8, 2015 Luke Ball, Sr. Director of Product Management

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Customers Are on a Journey With Your Brand  And They Are Talking About the Journey on Social Media

Customers Are on a Journey With Your Brand  And They Are Talking About the Journey on Social Media

Absolutely! DM me a pic and I’ll take a look.

Northern Trail Outfitters

We’ve got high standards for durability. Here’s some info on the quality of our skis: bit.ly/34324

Northern Trail Outfitters [Blushing…] Thanks Jane, we’re psyched you’re psyched!

Northern Trail Outfitters

Looking at performance skis –NTO versus Everest Outfitters – opinions?? I heard everest are more rugged/durable

Jane Finley @christanewton, if you’re looking for skis, I highly recommend NTO’s performance line. I’m still psyched every time I ski!

Jane Finley

@NTO my ski bindings are jammed and I can’t fix them. Can you help?

Jane Finley

@chrischilds @darylshaber I’m picking up my pair today!!#Boom

Jane Finley

Check out our newest skis– primed to hit the slopes with a full head of steam nto.com/ski15

Northern Trail Outfitters

 But, managing the social customer journey has changed dramatically…

Marketing

Sales

Customer Service

Legal

Enterprise Social

The State of Social Media Has Evolved

2006 Today

Agency Owns Social

PR Dept. Adopts Social

Marketing Adopts, and Social Care

emerges

Hub & Spoke Dominant

Social is Isolated from Where Customer Interactions Occur…

Social Team

Service

Sales

Marketing

However, done right, Social drives real business value

of marketers see lead gen benefits with social media

66%

Source: Social Media Examiner “Social Media Marketing Industry Report” May 2014 and Bain & Company “Putting Social Media to Work”

of marketers see improved sales from social media

50% more spent when companies respond to customer service requests over social media

+20%- 40%

Our Vision: Social is Connected to Every Customer Interaction

Run social campaigns, engage with customers, and use social insights to drive marketing decisions

Find and connect to new customers faster with social lead generation

Surprise and delight your customers with social customer care

Social Listening, Publishing, and Engagement Across the Customer Success Platform

Based on Three Fundamental Pillars

Scalability

Team-based sharing model for social

accounts and key assets

Extensibility

Platform to enable integration,

connectivity, and innovation

Ease of Use

One app that’s easy to learn, use, and

remember. UX for web and mobile

Social Studio Has Seen Rapid Customer Adoption

May Jun July Aug Sep Oct Nov Dec Jan Feb Mar April May Jun

McDonald’s Drives Local Customer Connections on Social

54M Facebook fans, 2.6M Twitter followers Rolled out Facebook pages to all 14,500 restaurants (biggest brand deployment on Facebook) Marketers can share content, engage the community, and address customer satisfaction issues

Symantec Connects with Customers on Social in Times of Crisis Prominent information security incidents are broadly discussed and shared on social media Symantec monitors trending conversations and develops relevant editorial content in real-time Marketing, sales, and support teams capitalize on the opportunity to build customer relationships

KLM Leads the Industry on Social Most Socially Devoted Brand (4 quarters in a row) + Digital Marketing NIMA Award Ramped from 20 agents to over 200, including multiple locations & partners Tying social interactions to the customer record, exposed to pursers on KLM planes Using paid advertising via agency (Storm) to fill low inventory routes (€25M in 2014 sales)

Demonstration

June Release Highlights Connect with your audience via Facebook Video and Instagram §  Reach your audience with powerful visual content and manage your community on Instagram. §  Engage your Facebook community with auto-play videos. §  Streamline publishing with default publishing macros and bitly link clicks.

Drill Deeper into your Social Dashboards

§  Drill into social conversations about competitors, brand conversations, trends and crises by mixing and matching filters.

§  Monitor and analyze your traffic with YouTube Dashboards.

Stay up to Speed and Take Action on the Go §  Use your Salesforce credentials to log into Social Studio. §  Get push notifications for approvals and assignments on your iPhone, iPad and Apple Watch. §  Execute social marketing from the new Social Studio iPad app!

Thank you