Salesforce BDM Day Slides

1. Community Cloud Overview
Reimagine Customer, Partner, and Employee Engagement
Todd Goodykoontz
Director, Community Cloud Alliances
tgoodykoontz@salesforce.com
In/toddgoodykoontz

2. The digital experience platform to connect
customers, partners, and employees
across the workplace — transforming the way
companies sell, service, market, and innovate.
LIGHTNING
Fastest Way to Launch
a Community or Portal
ARTIFICIAL INTELLIGENCE
Connect Users to the Best
Content, People, and Data
MOBILE
Access from Any Device
PRODUCTIVITY
Collaboration in Context
Community Cloud Mission

3. 10K
Active
Communities
240K
Chatter
Orgs
90
100K+ Member
Communities
90M
Community
Members
Reaching New Heights of Customer Success

4. Leading Brands Are Building Next
Generation Customer Experiences
B2B E-commerce
Portal
Employee
Community
Channel Sales
Portal
Customer Account
Portal
Trip Planning
Portal
+45%
Increase in CSAT
+43%
Increase in Channel Sales
Customer Service
Community

5. The Community Cloud Journey
Portals
Lightning
Templates
Chatter
2010 2013 20152007
Salesforce
Communities
Data
and
Security
Collaboration
Mobile
2016
Partner-Built
Lightning Components
Branding
Speed
2011
Intelligence

6. Community Cloud Combines the Best of Three Worlds
Communities Connect Your Ecosystem
Social Community Cloud
+ + =
Websites Portals
Expose Business
Data to Customers
and Partners
Custom Branding
and Slick Mobile
Responsive UI
Direct Connection
to Other Customers
and Experts

7. Community Cloud: Unified Platform, Built for Success
Engagement
Groups, Topics, Profiles
Gamification
Fully Branded and Mobile
Rich Formatting
Business Integration
Business/CRM Data
Commerce
Files
Workflow
Analytics
Speed
Lightning Bolt
Lightning Community Builder
Lightning Components
Partner Ecosystem
Einstein
Recommendations
Expertise
Related Questions and Articles
Trends

8. Introducing Salesforce Communities
Application
(for internal or external users)
Multi device Business Purpose Collaboration /
Knowledge Building /
Documents
Secure Data Access
+ + + +
=
2,700+ Partner Apps
OpenEcosystem
Workflow
Data &
Objects Identity
FastAppDev&Customization
AnalyticsCollaborationMobile UI
ScalableMetadataPlatform
TrustedMultitenantCloud
+

9. EmployeeDealer Portals/ FRMPRM
Customer Success Across Use Cases
Customer Portal Self-Service

10. Customer
Customer Account Portal
Customer Self-Service
Commerce and Brand Engagement
Partner
Channel Sales and Marketing
Dealers and Brokers
Franchise and Retail
Employee
Social Intranet
HR Helpdesk
Sales Enablement
Connecting Employees, Customers, and Partners

12. No Communities
Yes Communities
Community Cloud is a Huge Opportunity in
Every Customer
92%
Proportion of Existing Accounts with
Communities
…and 20% of Community customers
purchased multiple communities

13. 33,000,000
Customers
328,000
Brokers
30,000
Employees
6,000
Service
1,000
Sales
Sales Cloud
Connected Agents & Inside Sales
Service Cloud
Connected Service Reps
Customer Communities
Connected Agents & Customers
Employee Communities
Connected Employees
Partner Communities
Connected Agents
Multiply Solution Reach with
Communities!

14. Customer Community

15. Enable customers to access and act on their account information
Deliver Easy-To-Use Account Tools
Faster Speed of Service
40%
Account Portal
Integrate Business Processes
Empower customers to manage their accounts on one platform
Deflect Service Calls
Guide customers to knowledge articles and Q&A to find answers
Deliver Personalized Content
Recommend products and services in a fully branded environment
Launch a Community in Days
Build a community quickly with Lighting Bolt Solutions

16. Account Portals Builds Customer Loyalty
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
+ 51%
Quicker Case
Response Time
+ 46%
Finding Experts
+ 45%
Increase in Customer
Satisfaction
Increase in Net
Promoter
Score
+ 33%

17. “Community Cloud gives the agility and
scalability to meet our millions of
customers needs”.
Ron Guerrier, CIO
Delivered easy to use self-service tools for
Quoting, Policy, Claims, Payments, Profiles
Increased Net Promoter Score by breaking down
silos between Distribution, Claims, and Marketing
Reduced claim times down to 3 minutes from 12
minutes

18. “The community is allowing us to
start meeting today’s customer
expectations.
Beth Osburn, Director of Customer and Account Servicing
Delivered a consistent, branded experience for
over 2 million customers
Reduced call volume, giving customers a quick
overview of all key account details
Simplified payments, processing 20,000
transactions daily

19. Empower your customers to find answers fast with intelligent self-service
Help Customers Help Themselves and Each Other
Increase in customer
satisfaction
45%
Deflect Service Calls
Guide customers to knowledge articles and Q&A
Ensure No Question Goes Unanswered
Escalate cases to the service desk with Einstein
Provide an Engaging Experience
Highlight and reward your most active customers
Launch a Community in Days
Build quickly with Lighting Bolt Solutions
Self-Service

20. Self-Service Drives Customer Satisfaction
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
+ 51%
Quicker Case
Response Time
+ 46%
Finding Experts
+ 48%
Faster Case
Resolution Time
Increase in
Customer
Satisfaction
+ 45%

21. “Community Cloud has
created a lot of collaboration
across the globe.”
Kelly Cole, Chief Customer Officer
Delivered easy to use self-service tools in 6
weeks using a Lightning Bolt Solution
Deflected service calls by 20% Q/Q after
implementation
Reduced time to launch successive communities
for different brands to 4 days

22. “We want to focus on the human side
of the business by offering super
service with our community.”
Matt Bullock, CEO & Founder
Launched a Self-Service Community in 4 days
with a Lightning Bolt Solution
Reduced service tickets by 50% after
implementing self-service
Reduced average response time from 65
minutes to 16 minutes

23. One Channel. One Connected Customer Experience.
Engage Anywhere
Launch and evolve a mobile engagement hub at the speed of
business with Lightning Bolt Solutions.
Develop Advocates
Recognize and reward your most valuable members with
customizable badges and leaderboards.
Increase Retention
Deliver personalized content, products, and services in a pixel
perfect environment that matches your brand.
Provide Stellar Service
Intelligently guide customers to the experts, articles, and support
they need to increase customer satisfaction.
Community Cloud Transforms Digital Engagement
Increase Sales
40%
Brand Engagement

24. Engagement Improves the Bottom Line
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Increase in
Sales
+ 40%
+ 40%
Quicker
Response Time
+ 43%
Increased
Customer
Engagement + 53%
Improved
Customer Retention
Average Percentage Improvements Reported by Salesforce Customers

25. “Salesforce is a robust, up-to-date database
for all boat owner information, so staff and
customers can now find the answers they
need in one easy place.”
Shelby Kirby, Senior Marketing Manager
Sea Ray charts new course for customer
experience with Community Cloud
Sea Ray’s dedicated owner community wanted an official online
platform to share their passion and loyalty for the Sea Ray lifestyle.
Worked with 7Summits to implement a robust Sea Ray Owners Club with Community Cloud.
Eliminated more than 1,000 manual data entries per year by centralizing boat owner resources.
Expanded Sea Ray Owners Club community to second and third-time boat owners.

27. “Community Cloud has given us the ability to
talk to our travelers and get to know them much
sooner than we ever have before. We didn’t
need to look any further than Salesforce.”
Kristen Lund, Business Systems Specialist
REI Adventures climbs to higher efficiency
with Community Cloud
REI Adventures was experiencing rapid expansion, but a
15-year-old snail mail system was inhibiting company growth and progress.
Streamlined trip planning by centering all traveler paperwork in one easy to use, digital platform with Community Cloud.
Eliminated 75,000 sheets of paper annually, aligning with companywide stewardship ethos.
Refocused staff on building lasting connections with REI Adventures travelers.

28. MySymantec: Lightning Based Customer Community
Customer Support with:
Case Collaboration, Live
Agent and Federated
Search with Inquira (KB)
Personalized:
My Cases and
Products Purchased
Using AEM for CMS
Content and
Adobe Omniture for
Web Analytics
Consolidated 9 Portals
Into 1 Customer View
with Multiple Third-Party
Integrations in <1 Month
Association of Support Professionals — 2016 Top 10 Support Website

29. Logitech: Lightning Bolt Self-Service Community
Reduction in Service
Calls
20%
Language selector pick list
Einstein trending and
recommended articles
Customizable header to
match your brand’s look
and feel

30. Partner Community

31. Accelerate Channel Sales
with Community Cloud
The Leading Platform for
Partner Relationship Management
Connect Fast with Lightning Bolt
Create Your Own Partner Portal with Clicks, Not Code
Optimize Channel Sales
Get Full Visibility Into Channel and Partner
Performance — All Integrated with Your CRM
Empower Partners Anywhere
Enable Partners Access to CRM Records, Files, and
Experts from Any Device
Close Deals Faster
Provide Partners Frictionless Access to Information,
Approvals, and Support
Increase in
Partner Sales
43%

32. Community Cloud Drives Partner Success
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
Increase in
Partner Sales
+ 43%
+ 46%
Increase in Partner
Engagement
+ 33%
Deal
Registration
+ 35%
Partner
Collaboration

33. Salesforce is the Gorilla in the
PRM Market Today
...with more customers and ecosystem partners and
global support resources than other PRM vendors by
an order of magnitude.
Salesforce’s PRM solution, an extension of its
Community Cloud offering, is strongest in some of
the foundational elements of PRM.
The Forrester Wave: PRM Platforms 2016

34. John Deere: Marketplace Community
WYSIWYG Drag-and-
Drop Components Where
Sellers Can Customize
Marketing Offers
Featured Apps
Controlled by John
Deere to Push High
Priority Apps (if
Dealer Bought
Licenses to Sell)
Customizable Banner
Header for Sellers to
Brand Their Marketplace
Partner Community
5,000
Dealers

35. Adidas: B2B E-commerce Community
Manage Accounts
(View Order History,
Invoices, Documents,
File Complaints,
Returns, Track
orders, Etc.)
Access, Browse,
and Purchase
Adidas’s Entire
Product Catalog
Digitally
Branded Environment
to Match Look and
Feel of Adidas
Re-Order In-Season
Merchandise

36. Employee Community

37. One Platform to Connect Employees
to the People, Content, and Apps
They Need to be Productive
Instantly Get Personalized Updates
Easily Access All of Their Business Apps
Collaborate with Peers on Files and Business Data
Take Action Anywhere, from Any Device
Transform the Employee Experience
with Employee Community
Increase in Employee
Engagement
48%

38. Employee Community Increases Employee Engagement
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
Increase in
Employee
Engagement
+ 48%
+ 46%
Find Experts
Faster
+ 46%
Real-Time
Feedback
+ 51%
Faster
Collaboration

39. AB InBev: Lightning-Based Employee Community
Provide a Fully Branded
Experience for Employees to:
● Access Content
● Search for Answers
● Ask Questions
● Browse Topics
● Collaborate
Seamless Case
Management with
Service Cloud
AB InBev Using
Lightning
Template to
“Transform the
Employee
Experience”
HR Processes:
● Vacation Request
● Assignment Change
● Create New Position
● Termination
● Case Management
(Service Cloud)
SAP Data Surfaced
in the Community:
- Vacation Days
- Org Chart
- Start Date
- Compensation
Targeted
150,000
Employees

40. Solution Integrator:
Partnership Between SF
Services and Bluewolf
Safelight: Lightning Employee Community
Targeted
12,000 Employees
App Cloud: Extensibility to
Replace Sharepoint Intranet
in the Future
Buyer: SVP, Customer Brand
and Technology
Employees: Field
Technicians Who Replace
Windshields
Use Case: Community for
Field Technicians, People
Who Replace the Glass; Keep
Field Technicians Connected
to Corporate and Each Other

41. Extend Salesforce to Your Entire Ecosystem
Accelerate
Channel Sales
Measure Partner
Performance
B2B and B2C
E-commerce
Help Customers
Help Themselves
Boost Employee
Productivity
Engage Every
Customer