4. About
Canto
Communi=es
@
Canto|
July
2013
4
n Digital
Asset
Management
soMware
solu=ons
since
1990
n Canto
Cumulus
–
Delivering
content
more
intelligently
for
thousands
of
customers
worldwide
n Based
in
Berlin,
San
Francisco
and
Frankfurt
n Worldwide
presence
through
extensive
partner
network
Customer
of
Salesforce
since
2005.
6. Challenge
–
Global
Customer
Base,
Indirect
Sales
Communi=es
@
Canto|
July
2013
6
7. Challenge
–
Disparate
Systems
for
Partner/Customer
Interac'on
Communi=es
@
Canto|
July
2013
7
Ticket
System
(homegrown)
Partner
Portal
(Salesforce)
User
Forum
(phpBB)
Communica'on
(Email,
Skype)
Public
Website
Community
8. Objec'ves
Communi=es
@
Canto|
July
2013
8
n Improve
collabora=on
with
customers
and
partners
n Product
and
service
enhancements
(‘Ideas’)
n S=mulate
collabora=on
among
customers
(‘Cha(er
Groups’)
n Communica=on
in
context
(‘Chaer’)
n Combine
customer,
partner
and
Canto
knowledge
n Single
pla]orm
for
customer
and
partner
interac=on
Break
down
barriers
between
customers
and
us.
10. Project
Status
Communi=es
@
Canto|
July
2013
10
Project
Start:
October
2012,
Parallel
to
Service
Cloud
Implementa'on.
Partner
Community:
Live
since
November
2012,
150
Partner
ac've.
Based
on
pre-‐
exis'ng
partner
portal.
Customer
Community:
Pilot
phase
with
100
customers,
rollout
to
3,000
customers
in
July
2013
11. Communi=es
@
Canto|
July
2013
11
Social
Collabora=on,
Processes
and
Informa=on
all
in
one
place.
12. Canto
Partner
Community
–
Profile
Page
Communi=es
@
Canto|
July
2013
12
Add
your
photo
Influence
Score
About
you
Commun'y
Informa'on
14. Rela'onships
are
the
compe''ve
differen'ator
Market
be)er
Customer
advocacy
More
likely
to
repurchase
Sell
more
Customer
army
Spend
19%
more
(McKinsey)
Increase
market
share
Preference
over
compe'tors
Befer
products
Customers
get
more
More
likely
to
help
others
Crowdsourced
knowledge
Communi=es
@
Canto|
July
2013
14
15. Thank
you!
canto.com
blog.canto.com
@cantosohware
Hans
Schaedel
hds@canto.com
@hansschaedel
