Salesforce Communities: The Power of your platform in the hands of your customers
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The document discusses Salesforce Communities and how they can be used to engage customers, partners, and employees. It provides an overview of community types for sales, service, and marketing purposes. An example is given of LifeLock, which implemented a Salesforce community to improve partner collaboration, sales management, and support. The community provided functions like lead tracking, sales reporting, support case management, and collaboration through Chatter. The community helped LifeLock onboard new customers faster and improve partner engagement. Key takeaways emphasized investing in community engagement, considering different community types, and using community data.
Salesforce Communities: The Power of your platform in the hands of your customers
- 1. Salesforce Communities The power of your platform in the hands of your customers July 28th, 2015
- 2. • About Traction • The Rise of Advocate Marketing • Defining Communities & Business Impact • What is the Right Community for Your Business • Customer Success: LifeLock • Salesforce Communities • Takeaway Insights & Considerations Today’s Agenda
- 3. Chris Peacock VP, Alliances – Traction on Demand cpeacock@tractionondemand.com
- 4. Traction on Demand 9 years implementing and developing the Salesforce platform Largest dedicated Salesforce partner in Canada First 500 certified on Salesforce.com 450+ customers, 1700+ projects & 300+ custom Force.com apps Experts in bending cloud technologies White label service provider for Salesforce.com One of DocuSign’s top three finalists for Partner of the Year 2015 Salesforce Marketing Cloud award for fastest ramped partner (2014) Top ten Best Place to Work in Canada in 2014 & 2015 Traction for Good
- 6. 92% of B2B sales are influenced by word-of- mouth marketing http://influitive.com/blog/how-to-use-csat-other-customer-satisfaction-metrics-to-discover-brand-advocates/
- 7. The Shift in the Balance of Power
- 8. Companies Need to Engage with their User Network(s)
- 9. Online Communities Aren’t New…
- 10. But They’ve Definitely Improved
- 11. Communities Optimize the Entire Experience Collaborate Educate Sell Market Service Analyze
- 12. Community Types Sales Joint marketing and selling Partner recruitment and education Deal management Service Customer self-service Collaborative case resolution White-glove premium communities Marketing Campaign management and alignment Centralized agency management Prospect engagement
- 13. Average reported percent improvements from Communities 48% 46% 48% 45% 43% Faster resolution time Increase in partner engagement Increase in employee engagement Increase in partner sales Increase in customer satisfaction
- 14. Customer Community Sales • Deeper knowledge on customer needs • Upsell/cross sell • Product innovation Service • Customer self-service • Collaborative case resolution • Reduced overhead Marketing • Targeted marketing • Centralized hub for agencies • Prospect engagement
- 15. Partner Community Sales • Joint selling to close deals • Partner recruitment and deal registration • Partner education and alignment Service • Customer self service • White glove premium communities • Collaborative case resolution Marketing • Campaign management and alignment • Centralized hub for agencies • Prospect engagement
- 16. Transform Partner Engagement with Salesforce Communities Featuring LifeLock Emily Westbrook & Viet Nguyen – July 29th, 2015
- 17. Leading provider of identity theft protection services in the US for consumers and businesses Threat detection Actionable identity alerts Remediation services Services/products provided directly and through partners
- 18. Fastest growing company in North America (internet category) Employees Members 670+ 4M 65th 1000+ Partners
- 19. LifeLock was looking for a better way to collaborate with their partner community • Previously managed partner sales through set of hybrid manual and semi-automated processes and tools • Onboarding new members into LifeLock database required a complicated data transfer process • High administrative overhead to manage transfer of data • No collaborative channel for partners to engage with LifeLock • Unable to manage communications through email • Ineffective support/ticketing process Challenges
- 20. Full self-service partner community providing access to: Lead/referral submission and opportunity tracking Partner sales reporting functionality Access to marketing & sales collateral Support case creation/submission and management Improved collaboration with LifeLock BD and enablement teams Developed using Salesforce Communities & Chatter Integrated with Sale Cloud for partner sales management Integration with LifeLock’s backend systems for data management Solution
- 21. Let’s See it In Action
- 22. LifeLock Partners currently using the Community Results 585+ A simple and secure process for partners to onboard new customers/members Better visibility into partner referrals and opportunities through enhanced reporting/lead management Faster support case creation and resolution Enhanced partner collaboration through any device at any time
- 23. Takeaway Insights 3. You’re collecting extremely valuable data – use it! 4. Communities should be a part of your long term strategy 1. One community does not fit all 2. Engagement is earned, not given – invest
- 24. Think about how your business interacts • Customers? • Employees? • Partners? • Products? • Where is the opportunity? • Knowledge, ideas, customer self service, case deflection, collaboration, sell… Takeaway Considerations
- 25. Questions? Chris Peacock – cpeacock@tractionondemand.com Viet Nguyen – vnguyen@tractionondemand.com