Salesforce Communities 13th November 2013

Hello Salesforce Communities 13th November 2013

agenda Introduction

Introduction to Salesforce Communities

Leveraging communities to engage with customers and develop your business

Tquila Communities in a Box

DEVELOPER CERTIFIED

SALES CLOUD CERTIFIED 194 SALESFORCE

CERTIFICATIONS

at a glance Tquila by the numbers

14 NATIVE LANGUAGES

27 29 SERVICE CLOUD CERTIFIED 82

+311% REVENUE GROWTH 2011/2012

167 EMPLOYEES GLOBALLY

4 KEY GEOGRAPHIES: UK, GERMANY, INDIA & JAPAN

why we’re different

OUR COMPANY

15% OF ALL UK CERTIFICATIONS ARE IN TQUILA

1 of 3 MVPs IN THE UK

2 of 8 CERTIFIED TAs IN EMEA

230+ MAN-YEARS OF SALESFORCE EXPERIENCE

ONLY SALESFORCE PRODUCT DEVELOPMENT PARTNER IN EMEA

TQUILA LABS WE’VE DEVELOPED LOW-RISK, LOW-COST ACCELERATORS

UX ONLY PURE-PLAY SALESFORCE COMPANY WITH A DEDICATED USER EXPERIENCE TEAM

TECHNICAL LEADERSHIP

SALESFORCE PLATINUM PARTNER SINCE THE PROGRAMME LAUNCHED

HEROKU PLATINUM PARTNER

10% SALESFORCE OWNED

Many customers fail to drive all the

value available from Salesforce

how we help Companies leverage value Integration with complex back-end systems

Help create better insight Help you make better decisions Challenge your processes Rapid delivery decreases time to value Design experiences that users love

SALESFORCE COMMUNITIES:

ENGAGEMENT NEVER STOPS

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 uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ 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.

Our Mission: Cloud Computing Driver, Catalyst and Evangelist

Mainframe

Today 1960s

Client/Server

1980s

No Hardware/Software Subscription Model Automatic Upgrades Constant Innovation

Enterprise Cloud Computing

#1 in Cloud Computing and Customer Relationship Management

#1 Sales, Service, Marketing

Cloud Computing

Innovation 2011, 2012,2013

The Customer Revolution

1960s Mainframe Computing

1970s Mini

Computing

1980s Client Server

Computing

x 10x 100x 1,000x 10,000x 100,000x

2010s Social

Revolution

1990s Cloud

Computing

2000s Mobile

Computing

Cloud Computing New ways to connect everything

Customer Expectations have Changed

Social New ways to connect

Trust New ways to

build relationships

Mobile New ways to access

Big Data New ways to

discover insight

Community New ways to collaborate

Software New ways to

use apps

Become a Customer Company: Connect to Your Customers in a Whole New Way

How Do You Connect Employees, Customers, and Partners today?

Can the wealth of information in your organization be easily discovered?

How do you educate partners to sell as effectively as possible?

How do you provide efficient self-service and optimize your agents’ time?

5 3

4

1

2

What are the ways in which your passionate customers advocate your brand?

How do employees collaborate to solve problems and manage initiatives?

6

Is there room for improvement in your channel win rate and sales cycle length?

A Disconnected Organization Faces Consequences

Off-Target Marketing

Customer Churn

Limited Staff Bandwidth

Weak Online Options

Limited Customer Service

Low Partner Revenue

Lengthy Sales Cycles

Poor Channel Engagement

Weakened Distribution

Disjointed Campaigns

Disengaged Customers

Poor Agency Management

What if you could re-imagine every business touch point, connecting your business data with the

power of social in a single experience?

communities

for Sales for Marketing for Service for Any Experience

Joint marketing and selling

Partner recruitment

and education

Deal management

Customer self-service

Collaborative case

resolution

White-glove premium communities

Campaign management and

alignment

Centralized agency management

Prospect engagement

Products treated as community members

Product co-creation

with customers

Intranet replacement with social experience

Connect Business Data and Social to Every Customer, Partner, & Employee Experience

.

Salesforce Sets a New Standard for Online Communities

Social Collaboration

Branding & Customization

Business Processes

Mobile Access

Security & Reliability

Social Intelligence

Community 1: Self-Service Community

Community 2: Partner Community

Community 3: Company Community

Community n: Any Community

Business Data

Cases

Unify Multiple Communities and Share Business Data with a Single Platform

Community 1: Self-Service Community

Community 2: Partner Community

Community 3: Internal Community

Community n: Any Community

Become a Customer Company with Communities

Drive Marketing

Engagement

+2x More Likely to Buy

Maximize Sales Reach

+29% Channel Win

Rate

Provide Stellar Service

+37% Faster Case Resolution

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.

communities

Provide Stellar Service Maximize Sales Reach

Drive Marketing Engagement

communities

Canto Increases Engagement with Partners Digital asset management firm based in Germany

Utilizes Communities for centralized knowledge and expertise

Partners engagement through collaboration and social intelligence

Joint selling strategies and methods wins deals

Provide Stellar Service

Maximize Sales Reach


communities

Health Leads Connects Patients to Prescribed Resources National nonprofit that connects low-income patients with resources for health

Communities facilitates fund-raising, prospecting, and opportunity management

Volunteers enable patients with appropriate information

Collaboration within community on resource discovery and client issues

Provide Stellar Service Maximize Sales Reach


communities

Pernod Ricard Builds Global Brand Presence #1 Worldwide in Premium and Prestige Spirits

Expands global presence while retaining brand message and image

Community endorsement influences global adoption of ad campaigns

Manages product placement, promotion, and inventory at distributors

Communities Licence Breakdown

Partner Community Members

Customer Community Members

Partner Community Member 20 Members Customer Community Members 100 Members

Partner Community Member 100 Members Customer Community Members 500 Members

Partner Community Member 500 Members Customer Community Members 5,000 Members

Partner Community Member 2,500 Members Customer Community Members 25,000 Members

Partner Community Member 10,000 Members Customer Community Members 250,000 Members Partner Community Monthly Logins

Customer Community Monthly Logins

Partner Community Logins

200 Logins/Month Customer Community Logins 2,000 Logins/Month


1,000 Logins/Month Customer Community Logins 20,000 Logins/Month


5,000 Logins/Month Customer Community Logins 100,000 Logins/Month


20,000 Logins/Month Customer Community Logins 1,000,000 Logins/Month

Leveraging communities to engage with customers and develop your business "

!

Connected Products

Connected Customers

Connected Employees

Connected Partners

A new way of doing business!

Customer

Services Partner

Reseller

Partner

Prospect

Customer

Supply Chain

Partner

Vendor

Reseller

Companies Want to Extend the Transformation

Enterprise Portals Discussion Forums

“All Talk & No Process” “All Process & No Talk”

Real Frustration with Customer Experience

Transforms the Social Front Office

Single Unified Platform

Service

Better service, every time

Marketing

Brand Advocacy

Sales

Drive more business

Why Salesforce Communities

•  Portal access for partners & customers!•  Includes collaboration through Chatter!•  Includes reporting and dashboards out of the

box!•  New product – not new technology!•  Easy, sleek branding!•  Part of the Salesforce technology – trusted,

secure, scalable!

Portals reinvented with communities

Communities examples"

CREATING ENGAGING COMMUNITIES

Defining success

Success metrics for your community A highly adopted community – what does

that mean for your business? •  Call deflection •  Increased sales •  Customer referrals •  Streamlined processes with vendors,

partners •  Ideation •  Customer satisfaction •  ? Must be related to your business goals!

Communities are social and

interactions will develop organically…eventually.

ROLE: COMMUNITY MANAGER Platform management Content management Business planning / reporting Moderation & rule enforcement Elicit participation

Defining success

What makes a successful community?

VALUABLE INTERACTIONS Allow users to find things

they never would REWARDS AND

RECOGNITION Gamify their experience AVAILABLE ANYWHERE Mobility is key EASE OF USE Through an intuitive and

engaging UI / UX

VALUABLE INTERACTIONS

Value of Salesforce communities: Business process + Collaboration Meaningful and purposeful interactions

VALUABLE INTERACTIONS

1. Save time Users can find answers and perform the

necessary processes easily and quickly 2. Transparency Easy access to products, news, releases,

updates 3. Enable new connections Empower the community to evangelize your

brand on your behalf

AVAILABLE ANYWHERE

#mobilefirst Time spent with mobile apps

starting to challenge television: consumers are spending 127 minutes per day in mobile apps and spend 168 minutes watching television per day. (Source: Flurry, 2012)

AVAILABLE ANYWHERE

Mobility is key to success Mobile strategy People use different devices for different

activities. The experience on a mobile device is very different from the processes performed on the desktop.

REWARDS AND RECOGNITION

©Tquila | Client Name | Date

What motivates people? You can’t buy a brand advocate! Make people feel responsible,

acknowledged and in charge.


Gamification – applying game mechanics to drive behaviours.

NOT ANGRY BIRDS FOR COMMUNITIES!!

Allows people to see a direct correlation

between their individual effort and the results obtained, in real time.

Users have visibility over each others

achievements and challenges. This drives engagement and

competitiveness between members.


Link “Points” to everyday activities

Points weighted according to value to business

Exploiting gaming mechanics BADGES - focused on specific combinations of actions TROPHIES - can be taken from one user to another to encourage competition LEADERBOARDS – competitive elements and ‘goals’ identifying who go-to people are for specific verticals Users can create new badges/trophies and refine these metrics on the fly Virtual Spaces (for collaboration)

Drive the desired behaviour through positive incentives Dashboard content of real time activity across the business


Points Weighted to business value

Cross-geographical collaboration Social / Collaboration

Badges

Goals to achieve

Points Trend over time

200% increase in adoption

UX / UI

THE GOLDEN RULES: -  Call to action What do you want users to do in the community -  Easy navigation When a process has been completed, suggest

a next step -  Less is more Focus: keep it simple to use and understand IBM: Every dollar invested in ease of use returns

$10 to $100.

UX / UI

Recap A successful community…

1.  Puts the users’ needs first but

drives business value 2.  Ensures quality of

conversations and processes through active community management

3.  Drives measurable business value against specified KPIs, tracked by a close integration with the CRM system used

4.  Is co-owned between you and the users

5.  Isn’t made in a day. Strong communities have a firm identity, which takes time to develop

INTRODUCING… TQUILA COMMUNITIES IN A BOX

TQUILA COMMUNITIES IN A BOX

Getting started package

Quickly activate your community enabling:

-  Social capabilities

-  My account

-  Case management

-  Ideas

-  Global search

-  Q&A

-  Light branding

THANK YOU"

Contact us: [email protected] / +44 203 429 1300www.tquila.com@tquiladotcom

Technology

Salesforce Communities 13th November 2013