Socialrevolution Connectingwithtodayscustomer 110808144850 Phpapp01
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The document discusses how companies can become "social enterprises" by connecting with customers on social networks. It outlines three steps: 1) Develop a social customer profile by understanding who customers are, what they like, and what they're saying on social media. 2) Develop an employee social network to facilitate collaboration. 3) Develop a customer social network by listening to and engaging with customers on their preferred networks like Facebook and Twitter. Becoming a social enterprise allows companies to better understand and serve customers in today's digital world.
Socialrevolution Connectingwithtodayscustomer 110808144850 Phpapp01
- 1. THE SOCIAL REVOLUTION! Connecting with Today’s Customer George Hu @GeorgeHuSF Brian Halligan @bhalligan
- 2. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: 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 statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use 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 intellectual property and other litigation, risks associated with 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 utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended April 30, 2011. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
- 3. GEORGE HU EVP Marketing & Platform Salesforce.com @GeorgeHuSF BRIAN HALLIGAN CEO & Co-Founder HubSpot @bhalligan
- 4. Questions? #SocialRevolution 4 4
- 5. Today’s Agenda 1 The Social Enterprise 2 The New Marketing Playbook 3 The New Sales Playbook 5
- 6. •2 1THE SOCIAL THE SOCIAL ENTERPRISE PROFILE
- 7. Ten Year Computing Cycles 10x more users with each cycle 2010 Post PC Revolution Social Apps 2000s Mobile Cloud Computing Mobile Apps 1990s Desktop Computing Web Apps 1980s Client/server Computing Process Automation Apps 1970s Mini Computing Business Logic Apps 1960s Mainframe Computing Data Management Apps
- 8. The Social Revolution: Today’s Customer 22% of time spent on the internet is social 24% more users on social networks vs. email More time spent on mobile apps vs. web browsers 200% more active on Facebook mobile vs. desktop Sources: Comscore, January 2011 Nielsen Wire, January 2011 Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010 Source: comScore, Alexa, Flurry Analytics
- 9. The social revolution has created a social divide.
- 10. The Social Divide: Customers and Companies Your customers and What about your employees are social. company? Communities
- 11. How does your enterprise bridge the social divide?
- 12. Delight Your Customers through a Social Enterprise Employee Social Customer Social Networks Networks Social Profile Product & Collaborate Partners Connect & Mobile & Sell Marketing Service & Engage Listen & Analyze Automate & Extend
- 13. Benefits of the Social Enterprise Source: McKinsey & Company, “The rise of the networked enterprise, Web 2.0 finds its payday.” Survey of 4,394 executives. December 2010.
- 14. Three Steps to Create Your Social Enterprise Social Profile Step 1: Develop a Social Customer Profile Step 2: Develop an Step 3: Develop a Employee Social Customer Social Network Network
- 15. Social Profile Step 1: Develop a Social Customer Profile Who are your customers? What do they like? What are they saying? Who are they connected to?
- 16. Step 2: Develop an Employee Social Network Employee Social Networks Social Profile Collaborate Connect & Sell Service & Engage Automate & Extend
- 17. Today, It’s Too Hard to Get the Information We Need "The #1 complaint from sales reps is they can't find the content their company has." - IDC Content Management Enablement Study
- 18. In Facebook, the Information Comes to You Status Updates . Profiles . Feeds . Filters Bob Iger CEO, The Walt Disney Company Fortune Brainstorm Tech 2009
- 19. The Social Enterprise: The Information Comes to You No matter who has the answer Across all levels of the hierarchy Even when you don’t know to ask
- 20. Groupon Grows Sales 22,000% Selling as a Team 5,000 sales people 22,000% revenue growth Sharing strategies for new Groupons Collaborating on contracts
- 21. Step 3: Develop a Customer Social Network Customer Social Networks Social Profile Product & Collaborate Partners Connect & Mobile & Sell Marketing Service & Engage Listen & Analyze Automate & Extend
- 22. Difficult to Track Conversations Across Customer Social Networks What are your customers saying? 110 million tweets/day 1.5 billion Facebook posts/day Billions of blogs & communities
- 23. Listen to and Analyze on Customer Social Customer social networks Networks Tracks 22,000+ conversations / day Monitors 11 languages 13,000 employees trained in social media Identifying opportunities to market, sell, service, and engage
- 24. Toyota Brings Cars & Dealers into the Customer social networks Customer Social Network Maintenance notifications Dealer collaboration Connections with friends Location sharing
- 25. Delight Your Customers through a Social Enterprise Employee Social Customer Social Networks Networks Social Profile Product & Collaborate Partners Connect & Mobile & Sell Marketing Service & Engage Listen & Analyze Automate & Extend
- 26. Twitter Poll Question #1 If your company became a “Social Enterprise”, how impactful would it be to your business? 1) Very impactful Example Answer: 2) Somewhat Impactful 3) Not very impactful 4) Not impactful
- 27. 2 THE NEW MARKETING PLAYBOOK
- 30. The Marketing Playbook IS BROKEN. CALLER ID
- 31. OUTBOUND INBOUND VS COLD CALL BLOGS ADVERTISE FREE APPS EMAIL SPAM GOOGLE DIRECT MAIL SOCIAL
- 32. OUTBOUND INBOUND VS PUSH PULL BLAST SEGMENT RENT OWN WALLET BRAIN
- 33. 1 TOFU TITAN
- 34. Tons of Remarkable Content Everywhere 798,000
- 35. Tons of Remarkable Content Everywhere 798,000 35,471
- 36. Tons of Remarkable Content Everywhere 798,000 35,471 1,691,020 95,967
- 37. 2 MOFU MAGICIAN Page Visits Personalized Website Blog Sub Personalized Facebook Segmentation Email Follow Webinar Personalized Purchase History Mobile
- 40. The Press Release Hire Rent Interrupt Push Outbound
- 41. The New Marketing Profile Digital Citizen Analytical Reach Content Creator
- 43. Twitter Poll Question #2 How often do you publish sharable content via social media? 1) Once a week Example Answer: 2) Once a month 3) Once a quarter 4) Once a year
- 44. 3 THE NEW SALES PLAYBOOK
- 45. Humans Are Changing ???
- 47. The Sales Playbook 47
- 48. The Sales Playbook IS BROKEN CALLER ID
- 49. ASYMMETRIC SYMMETRIC VS LEAD GENERATE LEAD QUALIFY COLD CALLING LINKEDIN EMAIL BLASTS SEGMENT EMAIL ROLODEX TWITTER OUTSIDE INSIDE
- 50. 3 Key Plays of Social Selling 1) Expand Reach 2) Leverage Connections 3) Use Social Intelligence A) Qualify B) Add Value
- 51. Avoid The Press Release CRO Hire Cold Call Rolodex Outside 42 Long
- 52. The New Sales Profile S I Inside R Reach S Solutions
- 53. Twitter Poll Question #3 Have you ever found and connected with a prospect using social media? 1) Yes Example Answer: 2) No 53
- 54. Join us @dreamforce 30,000+ Attendees 300+ Partners 450+ Sessions dreamforce.com
- 55. THANK YOU. GEORGE HU EVP, Marketing & Platform Salesforce.com @GeorgeHuSF BRIAN HALLIGAN CEO & Co-Founder HubSpot @bhalligan