salesforce communities, customer company tour 2013
DESCRIPTION
Neue Wege gehen im KundenkontaktTRANSCRIPT
Marc Benioff Chairman & CEO
Salesforce Communities
Jörn Rathgens Account Executive
Corporate Pres – PowerPoint Template – 16x9 FY14.pptx
Neue Wege gehen im Kundenkontakt
Birk Angermann Sales Engineer
Hans D. Schaedel CFO, Canto GmbH
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Werden Sie eine Customer Company Vernetzen Sie sich auf neue Art und Weise mit Ihren Kunden
Produkte Kunden
Partner Mitarbeiter
Mobile
Social Community
Cloud
NEU:
Vernetzt, effizient und zeitgemäß mit Kunden und Partnern zusammenarbeiten
Communities
Vertrieb Marketing Service Produktinteraktion
Nur Prozesse - Keine Kommunikation Nur Kommunikation - Keine Prozesse
Kollaboration losgelöst von Geschäftsprozessen
Diskussionsforen Unternehmensportale
Kundenerlebnis und Community verbinden
Leads, Opptys, Servicefälle Identity Canvas Customization Kollaboration Work"ow Reporting Mobile
REST & SOAP APIs
Communities
So wirken Communities und Chatter zusammen
Social Intelligence Big Data, Themen, Wissen
Mobile Vertrieb, Service, Marketing, Dateien
Communities Kunden, Partner, Mitarbeiter
Prozesse für Social Business Chatterbox, Business Objects, Chatter Publisher
Demonstration
Communities @ Canto
Communi'es @ Canto July 2, 2013
Hans Schaedel Chief Financial Officer
Agenda
Communities @ Canto| July 2013 11
I. About Canto II. Challenges & ObjecDves III. Salesforce CommuniDes @ Canto IV. Q & A
About Canto
About Canto
Communities @ Canto| July 2013 13
n Digital Asset Management soLware soluDons since 1990 n Canto Cumulus – Delivering content more intelligently for thousands of customers worldwide
n Based in Berlin, San Francisco and Frankfurt n Worldwide presence through extensive partner network
Customer of Salesforce since 2005.
Challenges @ Objec'ves
Challenge – Global Customer Base, Indirect Sales
Communities @ Canto| July 2013 15
Challenge – Disparate Systems for Partner/Customer Interac'on
Communities @ Canto| July 2013 16
Ticket System (homegrown)
Partner Portal (Salesforce)
User Forum (phpBB)
Communica'on(Email, Skype)
Public Website
Community
Objec'ves
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n Improve collaboraDon with customers and partners n Product and service enhancements (‘Ideas’) n SDmulate collaboraDon among customers (‘Cha(er Groups’) n CommunicaDon in context (‘Cha[er’)
n Combine customer, partner and Canto knowledge n Single pla\orm for customer and partner interacDon
Break down barriers between customers and us.
Salesforce Communi'es @ Canto
Project Status
Communities @ Canto| July 2013 19
Project Start: October 2012,
Parallel to Service Cloud
Implementa'on.
Partner Community: Live since November 2012, 150 Partner
ac've. Based on pre-‐exis'ng partner
portal.
Customer Community: Pilot phase with 100
customers, rollout to 3,000 customers in
July 2013
Communities @ Canto| July 2013 20
Social CollaboraDon, Processes and InformaDon all in one place.
Canto Partner Community – Profile Page
Communities @ Canto| July 2013 21
Add your photo
Influencer Score
About you
Community Informa'on
Communities @ Canto| July 2013 22
Rela'onships are the compe''ve differen'ator
Market be)er Customer advocacy
More likely to repurchase
Sell more Customer army
Spend 19% more (McKinsey)
Increase market share Preference over compe'tors
Beber products
Customers get more More likely to help others Crowdsourced knowledge
Communities @ Canto| July 2013 23
Q&A
