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1. Salesforce Social Studio
Product Briefing and Roadmap
June 8, 2015
Luke Ball, Sr. Director of Product Management

2. Safe Harbor
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This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of
the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking
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availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future
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of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service,
new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions
or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and
acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and
manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and
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Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

3. Customers Are on a Journey With Your Brand
​ And They Are Talking About the Journey on Social Media

4. Customers Are on a Journey With Your Brand
​ And They Are Talking About the Journey on Social Media
Absolutely! DM me a pic
and I’ll take a look.
NorthernTrail Outfitters
We’ve got high standards
for durability. Here’s some
info on the quality of our
skis: bit.ly/34324
NorthernTrail Outfitters
[Blushing…] Thanks Jane,
we’re psyched you’re psyched!
NorthernTrail Outfitters
Looking at performance skis –
NTO versus Everest Outfitters
– opinions?? I heard everest
are more rugged/durable
Jane Finley
@christanewton, if you’re
looking for skis, I highly
recommend NTO’s performance
line. I’m still psyched every time
I ski!
Jane Finley
@NTO my ski bindings are
jammed and I can’t fix them.
Can you help?
Jane Finley
@chrischilds
@darylshaber I’m picking
up my pair today!!#Boom
Jane Finley
Check out our newest skis–
primed to hit the slopes with a
full head of steam
nto.com/ski15
NorthernTrail Outfitters

5. ​ But, managing the
social customer journey
has changed
dramatically…

6. Marketing
Sales
Customer
Service
Legal
Enterprise
Social
The State of Social Media Has Evolved
2006 Today
Agency
Owns Social
PR Dept.
Adopts
Social
Marketing
Adopts, and
Social Care
emerges
Hub & Spoke
Dominant

7. Social is Isolated from Where Customer Interactions Occur…
Social Team
Service
Sales
Marketing

8. However, done right, Social drives real business value
of marketers see lead gen
benefits with social media
66%
Source: Social Media Examiner “Social Media Marketing Industry Report” May 2014 and Bain & Company “Putting Social Media to Work”
of marketers see improved
sales from social media
50% more spent when companies
respond to customer service
requests over social media
+20%-
40%

9. Our Vision: Social is Connected to Every Customer Interaction
Run social campaigns, engage with
customers, and use social insights to
drive marketing decisions
Find and connect to new customers
faster with social lead generation
Surprise and delight your customers
with social customer care
Social Listening, Publishing, and Engagement Across the Customer Success Platform

10. Based on Three Fundamental Pillars
Scalability
Team-based sharing
model for social
accounts and key
assets
Extensibility
Platform to enable
integration,
connectivity, and
innovation
Ease of Use
One app that’s easy to
learn, use, and
remember. UX for web
and mobile

11. Social Studio Has Seen Rapid CustomerAdoption
May Jun July Aug Sep Oct Nov Dec Jan Feb Mar April May Jun

12. McDonald’s Drives Local Customer Connections on Social
54M Facebook fans, 2.6M Twitter followers
Rolled out Facebook pages to all 14,500 restaurants (biggest brand deployment on Facebook)
Marketers can share content, engage the community, and address customer satisfaction issues

13. Symantec Connects with Customers on Social in Times of Crisis
Prominent information security incidents are broadly discussed and shared on social media
Symantec monitors trending conversations and develops relevant editorial content in real-time
Marketing, sales, and support teams capitalize on the opportunity to build customer relationships

14. KLM Leads the Industry on Social
Most Socially Devoted Brand (4 quarters in a row) + Digital Marketing NIMAAward
Ramped from 20 agents to over 200, including multiple locations & partners
Tying social interactions to the customer record, exposed to pursers on KLM planes
Using paid advertising via agency (Storm) to fill low inventory routes (€25M in 2014 sales)

15. Demonstration

16. June Release Highlights
Connect with your audience via Facebook Video and Instagram
§ Reach your audience with powerful visual content and manage your community on Instagram.
§ Engage your Facebook community with auto-play videos.
§ Streamline publishing with default publishing macros and bitly link clicks.
Drill Deeper into your Social Dashboards
§ Drill into social conversations about competitors, brand conversations, trends and crises by mixing and matching
filters.
§ Monitor and analyze your traffic with YouTube Dashboards.
Stay up to Speed and Take Action on the Go
§ Use your Salesforce credentials to log into Social Studio.
§ Get push notifications for approvals and assignments on your iPhone, iPad and Apple Watch.
§ Execute social marketing from the new Social Studio iPad app!

17. Thank you