Upload
salesforce
View
1.053
Download
1
Tags:
Embed Size (px)
DESCRIPTION
Learn more about Chatter and how to best deploy it. Liz Bushell (@LizBushell) present on the best practice and shows a Deployment Timeline. Guest speakers from SmartSalary and Vodafone also show their deployments of Chatter. This was presented during a Breakout Session at Cloudforce Sydney 2012 (http://www.salesforce.com/au/cloudforce/ ).
Citation preview
Chatter Deployment & Best Practice
/chatter
@chatter
Elizabeth Bushell
Senior Manager
Success Account Management
@ LizBushell
in/elizabethbushell
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 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, risks associated with 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 ended
January 31, 2012. This document and others 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.
Doin’ Better Business with #Chatter
Murray Elliott, Vodafone
Special Guests
Breaking Down Corporate Hierarchy
Deven Billimoria, Smartsalary
Our Journey with Salesforce Chatter
Why did we want our people to Chatter?
Formal Informal
Time
Breaking Down Corporate Hierarchy
Creating Buzz and a Sense of Excitement
Check This Out!
National Village
Not just out playing golf!
What’s Next for SmartSalary?
Chatterfication!!
4 point Deployment Plan
Executive sponsorship
Change management
Use cases
Communication Plan
Doin’ Better Business with #Chatter
MAKES LIFE EASIER
Email = days
Chatter = hours
POST AN ISSUE
Someone has
the answer
MORE CONNECTED
Don’t feel like I’m
1600km away
MOTIVATING
Sharing goals and
results created
healthy competition
Vodafone Chattersphere
The Vodafone Hutchison Australia Social Enterprise
Customer Social
Engagement
Customer Social Profile
Sales
Employee Social Engagement
Business
Engagement
Internal Collaboration Listen & Engage
Retail at Work
eCare Customer Service
Single Brand Experience
Web-based Product Config &
Bundling
Dealer & Partner Portal
Wholesale & Interconnect
Key Takeaways
Training/Learning & Development
Strong business justification
Defined use cases
Executive Sponsorship
Key Influencers
Manage the Change
Social Transformation
Best Practice and Adoption
Strategies
Identify social processes
Categorize use cases
Execute with sponsors
1
2
3
Social Transformation Playbook
Identify Social Processes 1
50 Examples Across Every Department
www.facebook.com/chatter SALES & SALES PRODUCTIVITY
1. MAKE NEW REPS PRODUCTIVE
FASTER
2. CROWD-SOURCE BEST-IN-CLASS
SALES TOOLS
3. FOSTER HEALTHY COMPETITION
4. GET REAL-TIME DEAL UPDATES
5. COLLABORATE WITH CUSTOMERS
Categorize Use Cases Based on Ease & Impact 2
Easy Difficult
Low
High
Competitive
intelligence
CEO all-
hands call
Affinity groups
Airing of
grievances
Events &
Offsites R&D
Execute with Sponsorship 3
Executive Sponsor (e.g. CEO, division lead)
3 posts & questions per week
Operational Sponsor
(e.g. Sales ops manager)
Daily engagement & activity
Identify executive & operational sponsors for “Quick Win”
and “Social Transformation” use cases
Use Case
Identification Define the
Team
Change
Manage-
ment Training
Adoption
Planning
Implementation Steps An Overview of Important Steps in Planning Your Chatter Initiative
Executive Sponsorship
Support/
Moderation
Marketing / Education
-45 -7 -5 -3 -1 +1 +5 +7 +14 +30
Chatter Day
Adoption Campaign
Live Webinar
DAYS 0
Chatterlytics
Proposed Chatter Deployment Timeline
-30 -10
Admin Activities Admin Activities
Chatter Go-Live Launch Project
Maximising Engagement
and Adoption
For Executive Sponsors and Evangelists
The Five “R”s
Role Model
Reminders & Reinforcement
Recognition
Redirection
Use Chatter every day
Post in the right place
Manage who & what you follow
periodically
Adjust frequency of email digests &
notifications
Know what features to use when
For End Users
Additional Resources
http://www.salesforce.com/chatterguide/
Don’t Forget to Submit Your Survey!
Stop by the registration kiosks to complete your session
surveys. We have 200 KeepCups to give away as well as
the chance to win a $500 iTunes voucher!
Thank you!
NSW Permit No. LTPS/12/05010