Technology to Market…Making it Matter Cheryl Martin Harwich Partners November 5, 2015.
Community cloud - connect with partners and people that matter
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Transcript of Community cloud - connect with partners and people that matter
Reimagine Customer and Partner Engagement With Community Cloud Thierry Nicault Regional Vice President MEA @tnicault
Become a Customer Company Connect with your customers in a whole new way
Community Cloud The connective tissue of the Customer Success Platform
Community Membership is Exploding
1.2B+ users
1B+ users
550M+ users
150M+ users
70M+ users
‘04 ‘13
We Engage with Communities in Every Aspect of Our Lives
pledged to projects
$1.3B 200k calls to
businesses per day
78m bike rides
shared
10m matches per day
85% of B2B
marketers use
94% of recruiters use to vet candidates
Businesses Also Must Engage a Broad Ecosystem
Employees
Partners
Customers
Data
Apps
Vendors Resellers
Suppliers
Processes
Agencies Workflow
But Today’s Technology Falls Short
Branded and open BUT…
Not personalized or interactive
Connected to business data BUT…
Not mobile or personalized
Websites
Interactive discussion BUT…
Not connected to business processes
Social Communities Portals
How can your company connect customers, partners and employees
to drive business success?
Introducing Community Cloud Reimagine customer, partner and employee engagement
Personalized Relevant content recommended to each user. Connected Drive action right from the community. Mobile Rich, branded experience from any mobile device.
Community Cloud
Personalized
Rich Topics and Profiles Reputation Endorsements
Connected
SEO Unauthenticated Access Connect API
Mobile
Native in Salesforce1 Responsive Design
Accessible via any Browser
Fast
Templates Community Designer
Custom Branding
Community of Anything
Community Cloud Addresses B2B and B2C Needs
Transform Workplace Connect Customers
Accelerate Sales
Accelerate Sales with Community Cloud
27% INCREASE IN SALES
Personalized Partners are pushed relevant pipeline and deal flow Mobile Sales and Operations executive monitor sales performance from the community Connected Partners, Sales, Marketing and Operations all access single view of customer and opportunities
Connect Customers with Community Cloud
38% INCREASE IN CUSTOMER SATISFACTION
Personalized Customers are automatically directed to topics and experts based on their likes and dislikes Mobile Take immediate action in the feed by logging posts and cases Connected Gain immediate access to customer support and leverage the community for questions and answers
Transform the Workplace with Community Cloud
56% FASTER ACCESS TO EXPERTISE
Personalized Employees are pushed latest news, events and knowledge relevant to their jobs and projects Mobile Architected for mobile first and built for a disparate, global workplace Connected One central location to immediate access knowledge, community and content
Build a Community of Anything with Community Cloud
41% FASTER TIME TO MARKET
Personalized Deliver real-time advice from experts to rate and review products before point of sale Mobile Access experts 24x7 and anywhere to drive online and offline purchasing behavior Connected Provide an omni-channel experience for customers to experience the brand throughout their journey
Thank you