Slides from Magnet 360's Marketing Automation + Communities = Customer Love NYC event on July 15, 2004. Featured speakers include Eric Scheel (CTO, Magnet 360) and Dave Wisdom (Senior Business Consultant, Studio Orange at ExactTarget)

1. MARKETING AUTOMATION +
COMMUNITIES = CUSTOMER LOVE

2. Join the Conversation:
@Magnet360
@Salesforce
@dwisdom
@ericscheel
#CustomerLoveNYC

3. OUR MANTRA

4. S A L E S F O R C E E X P E R T I S E

5. C L I E N T T R U S T E A R N E D E V E RY D AY

6. ANDREA MILLER
VP COMMERCIAL SALES, SALESFORCE.COM

7. Andrea Miller
VP Commercial Sales
salesforce.com

8. Our Mission: Cloud Computing Driver, Catalyst & Evangelist
Mainframe Client/Server
No Hardware/Software
Subscription Model
Automatic Upgrades
Constant Innovation
Enterprise
Cloud Computing
Today1960s 1980s

9. #1 in Enterprise Cloud Computing
& CRM
#1
Salesforce:
World’s #1 CRM
Enterprise Cloud
Computing
Market Share
#1
World’s Most
Innovative
Company
2011, 2012, 2013
#1
Market Leader:
Enterprise, MidMarket,
SMB & Sales Force
Automation
#1

10. Third Wave of Computing:
• “Internet of Things”
LAN/WAN
Client
Server
Millions
SNA
Mainframe
Terminal
Thousands
LTE
Cloud
Social . Mobile . Cloud . Connected
75 Billion Connected “Things”

11. Behind every is a customer.thing

12. 58%Faster
Deployment
A Whole New Way to Engage Customers
connected
products
by 2020
Dashboard
to our lives
1T
Connected
Sensors
Mobile
Connected 75B
Connected
Products
By 2020
5B
Smartphones
by2017
4.5B
Aggregate
Social Users
Cloud
Social

13. In the Internet of Customers, Companies Create 1:1 Journeys
Connected
Customers
Connected
Employees
Web Store Community
Connected
Partners
EmailSocialMobileProduct
Connected
Experiences Stadium

14. Your Customers
Cloud . Social . Mobile . Connected
Sales Cloud Service Cloud
ExactTarget
Marketing
Cloud
AppExchange
Salesforce1 Communities
Salesforce1 Mobile App
Salesforce1 Platform Services
Force.com Heroku ExactTarget Fuel
Salesforce1: A New Customer Platform for the Future

16. The Internet of Customers Has Changed Marketing Forever
Fragmented 1:Many Untargeted Seamless 1:1 Experiences

17. The Customer Platform for 1:1 Marketing
Build a single view of your customers
Manage the customer journey
Deliver personalized content on every channel

18. #1 in Digital & Social Marketing
10,000+ Customers
8 of 10 Largest Advertisers
8 of 10 Largest Online Retailers
• Strong Momentum • Market Leadership • Customer Success
#1 Forrester Wave
Leader Gartner
Magic Quadrant
Engagement
& Analytics

19. Powering 1:1 Marketing Across Every Industry
Retail/CPG
Travel
& Hospitality
Communications
& Media
Internet
& eCommerce
Technology
Financial Services
& Insurance
™

20. ERIC SCHEEL
MAGNET 360 CTO, @ERICSCHEEL

21. SALESFORCE COMMUNITIES
@ericscheel

22. ENGAGEMENT FOR OUTCOMESE N G A G E M E N T S T R AT E G Y
/// Partner Since 2004
/// 2,000+ Platform Projects
/// 100+ Certifications
/// 8.9 Customer Satisfaction Score
@ericscheel

23. MYSTARBUCKSIDEA.COM
• One of the earliest branded
communities on Force.com.
• Key element in turnaround at
Starbucks over the last five
years.
» 150,000 ideas submitted
» 2 million votes
» 250+ ideas were implemented
@ericscheel

24. GENERAL MILLS INNOVATION NETWORK
Key partner engagement tool
Post challenges and briefs for
innovation opportunities
Create direct connection
between General Mills and
partners
Connected to internal
resources and processes
@ericscheel

25. THE HOME DEPOT - DRIVING INTERNAL
INNOVATION
Large public facing community
Customers, employees and
experts community
Advocate Engagement
Search Engine Optimization of
content @ericscheel

26. WHY COMMUNITIES
@ericscheel

27. WHY COMMUNITIES
Sales
• Create value added services
• Expand customer mindshare
• Increase collaboration & reduce friction in the sales process
Service
• Self service case deflection
• Service reinvention… be like Amazon
• Reduce cost & improve experience
Marketing
• Defend & enhance the brand
• Build customer & partner advocates
• Conversation is happening, companies need to join
@ericscheel

28. DRIVING COMMUNITIES ROI
Increase sales:
• Engaged customers in communities spend 19% more (University of Michigan 2013)
• 55% of consumers would pay more for a better customer experience
• GE found engagement online resulted in a 15% increase in sales
Decrease costs:
• 10% case deflection providing $2.5M in savings
• Support can handle 3.8 issues simultaneously online vs. 1.2 over the phone.
• 42% of service agents are unable to efficiently resolve customer issues due to
disconnected systems, archaic user interfaces, and multiple applications
Build brand advocates (get closer to your customer/partner):
• 78% of community users 'research a problem' as part of their buying lifecycle
• 24x more conversations happen in a community than on social channels
• 11% share to other social networks via community (Facebook, Twitter, etc)
@ericscheel

29. 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
Business
ImpactHighLow 6 – Converged
• Community embedded into
products, services and
processes
@ericscheel

30. S A L E S F O R C E E X P E R T I S E
@ericscheel

31. THANK YOU
@ericscheel