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Enterprise Social Media: Customers, Partners, Employees


Tim Barker

on 6 May 2010

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Transcript of Enterprise Social Media: Customers, Partners, Employees

Growing Big Ears The Small Print 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 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, 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 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 quarterly report on Form 10-K for the fiscal year ended January 31, 2010 and our other filings. These documents 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 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.
Safe Harbor Why are we all here today? The Social Media Chasm Me + My Company Tim Barker EMEA Product Marketing salesforce.com twitter: @timbarker Enterprise Cloud Computing Our Mission: Cloud Computing Driver, Catalyst & Evangelist
Applications are Moving to the Cloud Platforms are Moving to the Cloud Enterprises need to evolve Companies invested here Marketing Customer
Service Business
Productivity Email Marketing Broadcast Advertising Relationships are the New Marketing 78% of consumers trust peer recommendations 14% trust advertising Call centres Your customers are in the Cloud 49% of people go first to Google when they have a question 17% will ask friends on social networks 20% of all tweets are about products and brands Intranets
Document Mgmt Lotus Notes was conceived before... Mark Zuckerberg Facebook Created a New Paradigm for Collaboration A New Hope 3 Stories to Inspire you Your reputation is on pg1 of a google search... Know the Ground Rules Question:
What products do our customers want?
Launched in 3 weeks

Collected over 13,000 ideas, 88k comments, 714k votes

Implemented over 400 ideas

Windows XP install option
Linux pre-installed option

Built using Salesforce Ideas Engage: "Growing Big Ears" Q: How do you re-invent the Avon model for Gen-Y women? Add Value: Encourage, Manage, Measure Word of Mouth Referrals 2x the engagement vs email-marketing

2x average order value

Built in the Cloud using Force.com, by Appirio Story 3: The Future of Enterprise Collaboration Not just business. Debate2010 Keep these in mind as you build your strategy thank you!
t: @timbarker
e: tbarker@salesforce.com 450 million users Mobile Computing is Accelerating Usage of Social Computing 50% of mobile internet traffic in the UK is for Facebook Real-Time Access to Everything 100M in the last 9 months How companies are using Enterprise Social Media to build customer happiness, generate revenues, and make employees more productive. This may be the Social Media Bandwagon... But you still need to show him the money I've posted some useful links on Enterprise Social Media at: http://drop.io/enterprisesocial Including... Recommended books: Groundswell, Facebook Era
Analyst/Bloggers: Dion Hinchcliffe, Altimeter Group
Links to these case studies
+ salesforce resources: these stories, videos, products 1999:Why isn't all enterprise software like Amazon ? 2010:Why isn't all enterprise software like Facebook? Low Cost - Fast - Easy to Use Real Time - Collaborative - New Devices New Generation Devices are changing how we access the internet Source: Morgan Stanley Internet Mobile Report, December 2009 Usage has Changed:Social Consumption Source: Morgan Stanley Internet Mobile Report, December 2009 2010:Why isn't all enterprise software like Facebook? In Facebook. insights come to you in real-time Real-Time Enterprise Collaboration Choose People, Documents and information to follow Secure, Private, real-time collaboration for your company I thought Enterprise Software wasn't supposed to be fun? learn more at www.salesforce.com/chatter Answer: Ask millions of them. Crowdsource their ideas.
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