common sense and communities

Common Sense & Communities

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@Pat_Hirigoyen

@EricScheel

@magnet360

#iSeries

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OUR MANTRA

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

/// Partner Since 2004

/// 2,000+ Platform Projects

/// 95+ Certifications

/// 8.9 Customer Satisfaction Score

COMMON SENSE,

UNCOMMON TIMES

COMMON SENSE, UNCOMMON TIMES

Context:

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

Ubiquity of social media

Implications for responsibilities of employees, management

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

Ubiquity of social media

Implications for responsibilities of employees, management; two views:

1. Wonderful new era of promise and opportunity

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

Ubiquity of social media

Implications for responsibilities of employees

1. Wonderful new era of promise and opportunity

2. Unforeseen, incalculable hazards and risks

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

@Pat_Hirigoyen

COMMON SENSE, UNCOMMON TIMES

“We had two AOL-ers that had distressed babies that were born, that we paid a million dollars each to make sure those babies were OK in general.”

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

Ubiquity of social media

Dramatic new changes in:• Relationship between brands, external

audiences• Line between corporate, personal reputations• Employer-employee relationship

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

HIRE CHARACTER

TRAIN SKILL

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

corporate

reputation

personal

reputation

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

www.socialmediagovernance.com/policies

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

Enlist employees as true “brand ambassadors”

@Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

Weber Shandwick research

• Employees who are encouraged to share about their companies online are more likely to:– Encourage others to buy products– Recommend company as good place to work– Defend company from criticism– Volunteer for causes important to employer

http://onforb.es/1nsQX4Y @Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

Weber Shandwick research

• Employees who are encouraged to share about their companies online are more likely to:– Encourage others to buy products– Recommend company as good place to

work– Defend company from criticism– Volunteer for causes important to employer

http://onforb.es/1nsQX4Y @Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

Weber Shandwick research

Yet: socialization occurring among ill-informed employees- Only 4 in 10 can explain their company’s goals,

or what it does

http://onforb.es/1nsQX4Y @Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

Weber Shandwick research

Recommendations:

1. Enlist engaged employees in communications

http://onforb.es/1nsQX4Y @Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

Weber Shandwick research

Recommendations:

1. Enlist engaged employees in communications

2. Equip employees with content

http://onforb.es/1nsQX4Y @Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

Weber Shandwick research

Recommendations:

1. Enlist engaged employees in communications

2. Equip employees with content

3. Change processes (e.g., approvals) if needed

http://onforb.es/1nsQX4Y @Pat_Hirigoyen @Magnet 360 #iSeries

COMMON SENSE, UNCOMMON TIMES

@Pat_Hirigoyen @Magnet 360 #iSeries

SALESFORCE COMMUNITIES

S A L E S F O R C E P L AT F O R M

@EricScheel @Magnet 360 #iSeries

TYPES OF COMMUNITIES

Partner Customer Employee

Innovation

Self-service

Engagement

Employee Intranet

@EricScheel @Magnet 360 #iSeries

WHAT ARE

SALESFORCE COMMUNITIES

CURRENT STATE OF PORTALS/COMMUNITIES

Legacy PortalsOne-to-one

/// Business Data in Silos/// Not Social/// Poor Mobile Experience

Social Point SolutionsMany-to-many

-OR-

/// No Business Data/// All Discussion Focused/// Lack Structured Processes

@EricScheel @Magnet 360 #iSeries

SALESFORCE COMMUNITIES

Branding & Customization

Social Collaboration

Business Process Integration

MobileAccess

Current Portals

Salesforce Communities Extends the

Value of Portals

@EricScheel @Magnet 360 #iSeries

SIMPLE DEMO

HOW DOES A COMMUNITY HELP DIFFERENTIATE?

• Chatter • White Label Branding• Chatter Resources are Scoped by Community• Chatter on Objects is Scoped by Record Security

• Global Search• Site.com Branded Public & Private Pages• Identity Providers (SSO & Social Sign-on) • Touch Interface • Canvas & REST API

@EricScheel @Magnet 360 #iSeries

WHAT ARE THE SALESFORCE COMMUNITY TYPES?

Site.com Pages

Q&A, Ideas & Knowledge

Mobile (Touch)

Cases & Assets

Custom Objects (10)

Profile, People, Groups, Feeds &

Files

Community

Common Features

Customer Community: Self-Service Scale to Millions of Users

Partner Community: Accounts, Leads & Opportunities; Complex Sharing & Roles; Content; and, Reporting

@EricScheel @Magnet 360 #iSeries

HAAGEN-DAZS DEMO

HAAGEN-DAZS COMMUNITY

Connecting Franchisees

Integration with (POS) Point of Sale System

Topic discussions

Event Calendar

Monthly Reconciliation Reporting

@EricScheel @Magnet 360 #iSeries

WHAT SKILLS DO I NEED TO BE SUCCESSFUL?

Salesforce Administrator

Marketing & Branding

Customer Service & Partner

Relations

Community Moderator

• Enable and configure

• Some features behave differently in Communities

• Review Release Notes and Migration Guide (Session Chatter)

• Integrate with existing web presence

• Custom URLs

• Leverage brand identity, customization, Apex, and HTML5

• Content & collateral

• Enable engagement with internal teams

• Governance & employee training

• Promotes productive conversations

• Acts as a voice for Company & Community

• Chat integration with Live Agent

• Case management

• Account management

• Campaigns

• Opportunity for call deflection

@EricScheel @Magnet 360 #iSeries

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

Hig

hL

ow

6 – Converged• Community embedded into

products, services and processes

@EricScheel @Magnet 360 #iSeries

THANK YOU