Common Sense and Communities
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Common Sense & Communities
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MAGNET 360 WIFIUsername:
Magnet 360 guestPassword: enter2win
@Pat_Hirigoyen
@EricScheel
@magnet360
#iSeries
JOIN THE CONVERSATION
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OUR MANTRA
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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
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COMMON SENSE,
UNCOMMON TIMES
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COMMON SENSE, UNCOMMON TIMES
Context:
@Pat_Hirigoyen @Magnet 360 #iSeries
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COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen @Magnet 360 #iSeries
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COMMON SENSE, UNCOMMON TIMES
Ubiquity of social media
Implications for responsibilities of employees, management
@Pat_Hirigoyen @Magnet 360 #iSeries
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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
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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
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COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen @Magnet 360 #iSeries
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COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen @Magnet 360 #iSeries
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COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen @Magnet 360 #iSeries
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COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen
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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
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COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen @Magnet 360 #iSeries
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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
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COMMON SENSE, UNCOMMON TIMES
HIRE CHARACTER
TRAIN SKILL
@Pat_Hirigoyen @Magnet 360 #iSeries
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COMMON SENSE, UNCOMMON TIMES
corporate
reputation
personal
reputation
@Pat_Hirigoyen @Magnet 360 #iSeries
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COMMON SENSE, UNCOMMON TIMES
www.socialmediagovernance.com/policies
@Pat_Hirigoyen @Magnet 360 #iSeries
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COMMON SENSE, UNCOMMON TIMES
Enlist employees as true “brand ambassadors”
@Pat_Hirigoyen @Magnet 360 #iSeries
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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
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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
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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
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COMMON SENSE, UNCOMMON TIMES
Weber Shandwick research
Recommendations:
1. Enlist engaged employees in communications
http://onforb.es/1nsQX4Y @Pat_Hirigoyen @Magnet 360 #iSeries
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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
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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
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COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen @Magnet 360 #iSeries
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SALESFORCE COMMUNITIES
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S A L E S F O R C E P L AT F O R M
@EricScheel @Magnet 360 #iSeries
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TYPES OF COMMUNITIES
Partner Customer Employee
Innovation
Self-service
Engagement
Employee Intranet
@EricScheel @Magnet 360 #iSeries
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WHAT ARE
SALESFORCE COMMUNITIES
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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
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SALESFORCE COMMUNITIES
Branding & Customization
Social Collaboration
Business Process Integration
MobileAccess
Current Portals
Salesforce Communities Extends the
Value of Portals
@EricScheel @Magnet 360 #iSeries
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SIMPLE DEMO
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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
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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
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HAAGEN-DAZS DEMO
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HAAGEN-DAZS COMMUNITY
Connecting Franchisees
Integration with (POS) Point of Sale System
Topic discussions
Event Calendar
Monthly Reconciliation Reporting
@EricScheel @Magnet 360 #iSeries
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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
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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
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THANK YOU