Launching Salesforce Communities: Flipping the Switch and Making them Work

Marc Benioff Chairman & CEO

Launching Salesforce Communities: Flipping the switch and Making them Work

/Salesforce.comFoundation

@SFDCFoundation

Alicia Schmidt Director of Customer Communities

Marc Baizman Customer Success Director, Nonpro!ts

Corporate Pres – PowerPoint Template – 16x9 FY14.pptx

Agenda

• What is Salesforce Communities? • Different Kinds of Communities • Communities Licensing • Example Communities • Before you "ip the switch… • Flipping the Switch and Customization • It’s on…Now what? • Resources

What is Salesforce Communities?

Communities are branded spaces for your employees, clients, students, board members, and partners to

connect online.

You can create and customize communities to meet your organization’s needs.

Different Kinds of Communities

• “Support” Community – participants of your programs can connect with organization staff and with each other

• “Event-speci!c” Community – your fundraising team, including external people, can collaborate on event planning and management for a high-pro!le gala or protest.

• “Board” Community – your executive board can use the community to track all meetings, documents, and decisions.

•  YOUR Community can be used for whatever you want!

A little history…

Communities Licensing

• Anyone who logs into your community must have a license! • Different types of licenses allow different levels of access • License grid: https://help.salesforce.com/HTViewHelpDoc?id=users_license_types_communities.htm&language=en_US

• Contact your Account Executive for more information

Examples of Communities

IAVA’s community connections help veterans come home •  Created a rewards program that connects returning vets with rewards, free employment, education, and

community-building opportunities in just 6 weeks

•  Capacity to serve vets increased !ve-fold with the program

•  Track and engage members, automate internal operations, and measure key metrics to demonstrate impact to supporters

“We’re building community among the people who served our country with help from Salesforce.” - Paul Rieckhoff, Founder and CEO

• Used Communities to insert an extended, customized social layer directly into the student experience

• Allowed for customized learning plans and critical student management capabilities

•  Created supportive student community for networking between fellow students and faculty

• Have ability to create personal pro!les across academic and personal interests

Argosy Launches Social Platform into Student Online Experience

“The power of Communities cannot be overstated.” - Tracy Zimmerman, VP of Student Experience and Innovation

Salesforce.com Foundation collaborates with our customers to have more impact •  Created an online community where 10,000 nonpro!t/higher ed Salesforce users get answers, !nd resources,

share best practices, and connect with experts

•  Integrated customer service and other organizational apps to make it easier for nonpro!ts to work  with the Foundation and for the Foundation to deliver service at scale

“The Power of Us HUB has been a game changer in how we deliver support and service to the more than 22,000 nonpro!ts that are using Salesforce.” - Suzanne DiBianca, President / CEO Salesforce.com Foundation

Boston Partners in Education – Board Community

Before you "ip the switch

Map your community strategy 1 Invest resources 2

5 Steps to an Engaged Community

Build community with community 3

Engage hearts & minds 4

5 Measure, learn and repeat

Map your community strategy: answer the why

• What problem are you trying to solve?

1

• Why would you come to our community?

Map your community strategy: !nd the sweet spot 1

organizational goals stakeholder needs and/or wants

Ex: The HUB “sweet spot” 1

mission impact: customer success at scale

one place to access to nonpro!t speci!c answers,

best practices, and experts.

HUB

The Power of Us Hub is an online community of customers, partners and Foundation staffers that will transform the way we collaborate to be more successful in powering ALL of our missions.

be transparent be able to be responsive in real-time

be able to trust front-line staff

understand what success looks like

Map your community strategy: set expectations 1

Is your organization prepared to . . .

Map your community strategy: set expectations 1

Does your organization understand the communities aren’t . . .

places to broadcast focused on transactions

conducive to controlling divas

Ex: Hey, let’s “re-launch” the HUB! 1

#FACEPALM #facepalm

What does matter, more than of!cial team structure, is having a ragtag band of believers. A group of people involved in developing the community (often unof!cially) and helping make things happen. A community manager, alone, usually can't get the job done.

- Richard Millington, FeverBee

How will you gather your band of believers?

Invest resources 2

resource why? Community Manager

The Community Manager is a cross-functional leader who works inside and outside your organization to make sure the community grows, remains active and brings value. The measure of the community managers success is the activities of the community members.

Executive Sponsor The Executive Sponsor helps legitimize the effort and galvanizes the rest of the organization to participate. The measure of the Executive Sponsors success is the engagement and understanding of internal staff.

Technical Resource Budget for technical resources, support staff and marketing. Optimizing a community platform is an on-going process, not a one-time event. The measure of Technical Resources success is the ability of members to complete tasks in the community.

Plan to start with what’s important.

Features Chatter Knowledge Chatter Questions Work.com recognition custom Chatter actions custom Visualforce Etc.

Permissions roles user pro!les permission sets

Flipping the Switch… (Okay, NOW can I turn it on?!)

Go to Setup – Customize – Communities

Create a New Community

Community Con!guration: Overview

Community Con!guration: Members

Community Con!guration: Tabs & Pages

Community Con!guration: Branding

Community Con!guration: Login Page

Community Con!guration: Emails

Default email templates! You can change these!

Add your logo and physical address!

Who do the emails come from?

Community Con!guration: Miscellaneous

It’s on. Now what?

Build Community with Community: start small 3

Build Community with Community: work the small

• Focus on interactions and relationships.

• Focus on active members. • Every member is precious.

3

Engage Hearts & Minds: de!ne your engagement strategy 4

What does your engagement pyramid look like? Develop engagement programs to move members up your engagement pyramid.

Leading

Owning

Contributing

Endorsing

Following

Observing

= “Community Reputation” + badging

If you’re batting 1000%, you’re playing in the little leagues.

- Warren Buffet

MEASURE, Learn and Repeat 5

• What is important at your organization? • This will help you determine what to track (what are your Key Performance Indicators or KPI’s)

• ALWAYS talk about your community in value-based terms that are relevant to your organization and report results (not community health).

Question Metric Is our outreach successful? # of new visitors per month Is our conversion successful? # of page visitors vs new registered members Are we engaging members beyond “lurking”?

% of members who post every month

Is my community healthy? logins per active members per month

Do we have a critical mass of engaged members?

time to !rst reply on a post

Is it intimidating to participate? % of members who post in the !rst 30 days

MEASURE, Learn and Repeat 5

MEASURE, Learn and Repeat

Go and get these Community dashboards from the AppExchange: Salesforce Communities Analytics (for Communities with Chatter) https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5XHsEAN

Salesforce Communities Analytics (for Communities without Chatter) https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5XI7EAN

5

Measure, LEARN and Repeat

Are you providing mechanisms for community feedback?

5

surveys case submission focus groups

Community Development Resources

• Groundwire’s 10 Rules of Engagement • http://www.salesforcefoundation.org/groundwires-10-rules-of-engagement/

• FeverBee • http://www.feverbee.com/2013/02/how-to-build-an-online-community.html

• Community Roundtable • http://www.communityroundtable.com

• Communities Solution Kit • http://www.salesforcefoundation.org/nonpro!t/salesforce1-nonpro!ts-solution-kit-form/

Community Technical Resources • Community Analytics Dashboard

• https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5XHsEAN&tab=g

• Communities Licensing Grid • https://help.salesforce.com/HTViewHelpDoc?id=users_license_types_communities.htm&language=en_US

• Implementing Communities PDF • http://help.salesforce.com/help/pdfs/en/salesforce_communities_implementation.pdf

• Setting up Communities Video • http://www.salesforce.com/_app/video/chatter/help/Salesforce_Communities_Setup_video.jsp

Questions?

Your salesforce.com Success Resources

•  Get help from the Power of Us HUB online community powerofus.force.com

•  Join your local User Group at usergroups.salesforce.com •  Contact your Account Executive •  Find more help at www.salesforcefoundation.org/help/

Licensing and Object Access Type of Community Number of Users Partner or Customer Community Plus 300,000 Customer Community 7 million

https://help.salesforce.com/HTViewHelpDoc?id=users_license_types_communities.htm&language=en_US