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Salesforce CommunitiesThe power of your platform in the hands of your customersJuly 28th, 2015
• About Traction• The Rise of Advocate Marketing• Defining Communities & Business Impact• What is the Right Community for Your Business• Customer Success: LifeLock• Salesforce Communities• Takeaway Insights & Considerations
Today’s Agenda
Traction on Demand 9 years implementing and developing the Salesforce platform Largest dedicated Salesforce partner in Canada First 500 certified on Salesforce.com 450+ customers, 1700+ projects & 300+ custom Force.com apps Experts in bending cloud technologies
White label service provider for Salesforce.com One of DocuSign’s top three finalists for Partner of the Year 2015 Salesforce Marketing Cloud award for fastest ramped partner (2014)
Top ten Best Place to Work in Canada in 2014 & 2015 Traction for Good
Traction’s Customer Community
92% of B2B sales are influenced by word-of-mouth marketing
http://influitive.com/blog/how-to-use-csat-other-customer-satisfaction-metrics-to-discover-brand-advocates/
The Shift in the Balance of Power
Companies Need to Engage with their User Network(s)
Online Communities Aren’t New…
But They’ve Definitely Improved
Communities Optimize the Entire Experience
Collaborate
Educate
Sell Market
Service
Analyze
Community Types
SalesJoint marketing and selling
Partner recruitment and educationDeal management
ServiceCustomer self-service
Collaborative case resolutionWhite-glove premium communities
MarketingCampaign management and alignment
Centralized agency managementProspect engagement
Average reported percent improvements from Communities
48%
46%
48%
45%
43%
Fasterresolution time
Increase inpartner
engagement
Increase inemployee
engagement
Increase inpartner sales
Increase incustomer
satisfaction
Customer Community
Sales• Deeper knowledge on customer needs• Upsell/cross sell• Product innovation
Service• Customer self-service• Collaborative case resolution• Reduced overhead
Marketing• Targeted marketing• Centralized hub for agencies• Prospect engagement
Partner Community
Sales• Joint selling to close deals• Partner recruitment and deal registration• Partner education and alignment
Service• Customer self service• White glove premium communities• Collaborative case resolution
Marketing• Campaign management and alignment• Centralized hub for agencies• Prospect engagement
Transform Partner Engagement with Salesforce CommunitiesFeaturing LifeLockEmily Westbrook & Viet Nguyen – July 29th, 2015
Leading provider of identity theft protection services in the US for consumers and businesses
Threat detectionActionable identity alertsRemediation services
Services/products provided directly and through partners
Fastest growing company in North America (internet category)
Employees
Members
670+
4M
65th
1000+ Partners
LifeLock was looking for a better way to collaborate with their partner community• Previously managed partner sales through set of hybrid
manual and semi-automated processes and tools• Onboarding new members into LifeLock database required a
complicated data transfer process • High administrative overhead to manage transfer of data• No collaborative channel for partners to engage with LifeLock
• Unable to manage communications through email• Ineffective support/ticketing process
Challenges
Full self-service partner community providing access to: Lead/referral submission and opportunity tracking Partner sales reporting functionality Access to marketing & sales collateral Support case creation/submission and management Improved collaboration with LifeLock BD and enablement teams
Developed using Salesforce Communities & Chatter Integrated with Sale Cloud for partner sales management
Integration with LifeLock’s backend systems for data management
Solution
Let’s See it In Action
LifeLock Partners currently using the Community
Results 585+
A simple and secure process for partners to onboard new customers/members
Better visibility into partner referrals and opportunities through enhanced reporting/lead management
Faster support case creation and resolution
Enhanced partner collaboration through any device at any time
Takeaway Insights
3. You’re collecting extremely valuable data – use it!
4. Communities should be a part of your long term strategy
1. One community does not fit all
2. Engagement is earned, not given – invest
Think about how your business interacts• Customers?• Employees?• Partners?• Products?
• Where is the opportunity?• Knowledge, ideas, customer self service,
case deflection, collaboration, sell…
Takeaway Considerations
Questions?Chris Peacock – [email protected] Nguyen – [email protected]
