Changing Our Game: How Salesforce.com Uses Chatter

Robin Daniels: salesforce.comDoug Landis: salesforce.comNate Skinner: salesforce.com

Administrators

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Robin Daniels:

Salesforce Chatter

How I Chatter

Chatter: a Smarter Way to Collaborate

Stay on Top of What MattersUpdates pushed to you in real time

Connect the DotsFind expertise and collaborate in context

Step Up Everyone’s GameShare & discover best practices in real time

Trusted. Secure. Private

Chatter Use Cases at salesforce.com

Connect with colleagues

Follow application records

Discover new insights

Share, share, everywhere

Engage with executives

We’re connecting around the world

ShareShare

Connect withColleagues

Elay needs customer references for a meeting

People from all over the world jump in to help

We’re connecting the dots for new opportunities

ShareShare

Rep asks Jim for intro to Fortune 500 CIO

Marc beats Jim to the punch

Connect withColleagues

We follow top deals in real-time

ShareShare

Follow appRecords

2. Frank knows when the deal closes in real-time

1. Deal closes, triggers update

We know what we are sharing with customers

ShareShare

We have an important customer meeting

We all share and collaborate on our presentations on the account record

Follow appRecords

We discover competitors’ weaknesses

ShareShare

Discover New Insights

Competitive info is shared with our sales teams

Reps discover the pitfalls of competitor’s products

We discover insights from our global colleagues

ShareShare

Discover New Insights

A sales rep needs some information for a customer

People in different departments provide answers

We share content for customer meetings

ShareShare

Share, Share,Everywhere

Jason shares slide deck for customer meeting

Feedback is provided in context of the account record

We crowd-source feedback on new initiatives

ShareShare

Share, Share,Everywhere

Woodson starts a new employee initiative and wants feedback

Gets tons of feedback from the whole company

We break down hierarchical barriers

ShareShare

Engage with Executives

Sales Rep posts presentation for customer meeting

Marc offers to pitch in

Our executives connect with real-time answers

ShareShare

Jim’s with customer and gets a tough technical question

And get’s a response back in 4 minutes that he shares with CIO

Engage with Executives

We use less email – a 40% reduction

Lessons Learned

Make it easy for executives and champions to

encourage Chatter usage

Better engagement leads to higher usage

Call out great usage of Chatter to inspire others

Reward with recognition and prizes

Think of innovative ways you can use Chatter

E.g. to take questions during an all-hands call

Extend Chatter with AppExchange apps

More than 60 apps make Chatter even better

Flattens your cultureHidden heroes emerge

Top down and bottom up collaborationPerformance improvement

We Use Chatter to Find our Heroes

Doug Landis

Director

Sales Productivity

How Doug Uses Chatter

Nate Skinner

Sr. Manager

Competitive Intelligence

How Nate Uses Chatter

John Kucera

Sr. Product Manager

Salesforce Chatter

How John Uses Chatter

Nate SkinnerCompetitive Intelligence

Doug LandisSales Productivity

John KuceraProduct Management

Thank You!

rdaniels@salesforce.com@robin_daniels

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