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You got your social in my crm
1. You Got your Social in my CRM
Merging Radian6 and Salesforce
Tristan Bishop, Symantec
Al Sturgeon, Salesforce.com
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 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 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-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These 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.
4. Social Customer Engagement: A Permanent Change
The Largest Shift in 60 Years
Old Way New Way
Unsolicited Engaging
One to many Transparent
Untargeted Targeted
9. The Social Divide
• Hired Community Managers
• Setup Twitter & Facebook accounts
• Not scalable
• Began monitoring social media
• Not automated
• Started responding to customers
• Not integrated
10. Social Hub: Your Enterprise Automation Engine
Pre-integrated with Salesforce
Listen at Massive Scale
Automatically Route
Social Hub Social Conversations to the
Service Cloud
Populate Social
Customer Profiles
12. 20,500 employees Founded in 1982
48 countries $6.7 billion revenue in FY 2012
Footprint on a billion systems 1500 global patents
Every Fortune 500 company is a customer Fortune’s Most Admired Companies
13. Your Customers Share More than Ever Before
Having a
Great problem with…
article on…
Love the Device isn’t
new… Cool working…
video…
Customer
service
Frustrating can’t help
interaction… me…
14. Actionable Internet Mentions™ (AIMs)
1. Social media, external blog or
external forum mention
2. Created by a customer, partner,
competitor or prospect
3. Provides business value to
Symantec
AIM ™ is a term created and trademarked by Symantec
14
15. Find, Classify and Assign AIMs™
1. Case: Request for help resolving real-time
issue
2. Query: Question that doesn’t require
support resource
3. Rant: Insult that merits brand management
consideration
4. Rave: Praise from Symantec brand
advocate
5. Lead: Pronouncement of near-term
purchase decision
6. RFE: Request to enhance a product with a
new feature
7. Fraud: Communication from an
unauthorized provider of Symantec
products
20. Automatic: Social Hub to Service Cloud
1) Create Rule in Social Hub 2) Cases Appear in Service Cloud
21. Al Sturgeon Tristan Bishop
@alsturgeon @KnowledgeBishop
Notas del editor
Before I begin, I want to mention that SFDC is a publicly traded software company listed on the NYSE under the ticker symbol of CRM. This is our safe harbor statement which if you cannot read, you can find on our website.
There are over 200 million Tweets per day and billions of posts on blog and forums!Have you ever posted a picture of something you liked on Facebook, Twitter, Flickr, or Pinterest?Have you Tweeted about a poor customer experience or asked your social networks for recommendations about something you were thinking about buying?Of course, we all have! Not just sharing things they’re happy about…Also sharing things they aren’t - having problems with a product, frustrating experiences they’ve had with customer service agents…