6/18/2012

SUCCESSFACTORS COMMUNITY MANAGEMENT AND USER GROUPS

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6/18/2012

AGENDA •

Meet the Customer Marketing Team!

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What is Community

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New Community Highlights

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Community Tour

– Difference between Old Community and New Community – Value to customers

– How to register – Upload Photo – Community Navigation – How to get started •

User Group

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Next Steps

MEET THE TEAM Lisa Hartley Director Success Factors Customer Success and Advocacy

Rebecca Jukoski Success Factors User Group Liaison

Danielle Beeken Community Manager

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WHAT IS COMMUNITY • •

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Online Platform with 24/7 Access Empowering SuccessFactors customers through a community platform to be: – Connected – Informed – Engaged Building a Customer Community of passionate, satisfied and loyal customers – View/Respond to Discussion Boards – Gain Insight – Share Your Knowledge – Submit Ideas Access to Product Resources and Best Practices – Release Notes – Datasheets – Webcasts – Thought Leadership Be recognized and rewarded for your contributions

OLD VS. NEW COMMUNITY OLD COMMUNITY • Built internally 2006 – used as resource center • Sub Optimal Search • Low Security • UI difficult to use • Access issues with Content even when permissions are set properly • Not Scalable NEW COMMUNITY • Built on Lithium Community Platform • Easy Navigation • Increased peer to peer interaction • Dedicated Community Moderation • SuccessFactors Product Experts engaged and participating • Thought Leadership/VIP Program Opportunities • Groups

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6/18/2012

NEW COMMUNITY HIGHLIGHTS • • •

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community.successfactors.com Launched April 1, 2012 3500 Customers Registered and Participating – Over 143,000 Page Views – Customers have spent over 9,000 hours on the Community Higher level of Customer Engagement – Online experience allows you first level of support – Gain knowledge from other customers – Instant gratification – ability to get answers fast

“The SuccessFactors Community has been a catalyst for me to become more involved in community activities. I am usually so busy with the everyday work that I don’t take the time to truly expand my knowledge and opportunities, and this has encouraged me to make that a priority. This has been a great experience for me and you will continue to see me in the community! ” Sue Cole, Gen-Probe Incorporated

VALUE TO CUSTOMERS • Collaborate and Engage • Participate with other customers and key resources within Success Factors

• Learn and Share • Share knowledge, experiences, best practices and opinions with other customers

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Enhance Customer Experience • Leverage tools to increase and maximize their customer experience from Success Factors 8

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6/18/2012

COMMUNITY.SUCCESSFACTORS.COM

Let’s Take a LIVE Tour!

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6/18/2012

COMMUNITY ROADMAP Functionality

Time-Frame

SharePoint Integration

Q3

Twitter Integration

Q3

Partner Access

Q3

Enhanced Events Page

Q3

Groups

Q3

Enhanced Support Page

Q3

Single Sign On with Support

Q3

Additional Languages

2013

Mobile

2013

NEXT STEPS • Register for the Community • • •

community.successfactors.com Upload your photo/change Avatar Getting Started Doc. In Community Check out! • OneVoice and Recent Posts • Participate in Discussions • Thought Leadership – VIP Program, Customer Spotlight

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JOIN NOW!

USER GROUPS

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6/18/2012

OVERVIEW The SuccessFactors User Group community: – 14 groups with over 1,000 members. – Organically organized through acquisitions by region, industry and product. – Self-sufficient, communicate regularly via email or conduct monthly conference calls/webinars and schedule monthly, quarterly or yearly inperson meetings. With multiple acquisitions in the past year, more and more customers are turning to User Groups for help and support. In 2012 there have been multiple requests from customers to establish user groups.

OVERVIEW SuccessFactors User Groups

Type

# of Members

Boston

Regional

25-50

Toronto

Regional

25-50

Atlanta

Regional

25-50

Northern Ohio

Regional

25-50

St. Louis

Regional

25-50

Minneapolis

Regional

25-50

International (Plateau)

Regional

35-50

New York*

Regional

TBD

San Francisco *

Regional

TBD

Retail*

Industry

TBD

Healthcare

Industry

10-20

FINPUG (Plateau - Financial Services)

Industry

35-50

LSUG (Plateau - Life Sciences)

Industry

35-50

GPUG (Plateau - Governmental/Federal)

Industry

25-50

NUPUG (Plateau - Nuclear)

Industry

25-50

GENPUG (Plateau - General)

Product

250

Performance and Compensation (Plateau)

Product

25-50

* Customer requested formation of group

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6/18/2012

FINDINGS NETWORKING • •

EDUCATION • •

Networking with Peers Sharing best practices

“There’s a great camaraderie between the members and we look forward to our meeting at SuccessConnect each year”

- Christine Reis, GENPUG Leader

Access to Industry experts Opportunity to learn directly from SuccessFactors beyond individual account team

“The group really enjoys having access to SF experts who participate on our monthly calls from time to time” - Christine Reis, GENPUG Leader

INFLUENCE • • •

Gain ear of SF Executives View into Product decisions Focused input into roadmap

“For the 6.3 release, LSUG provided a detailed list of enhancement requests and from that, 2/3 of the requirements went away” - Rich Griffiths, LSUG Leader

Customers very interested in online User Group access

USER GROUP STRUCTURE NEW SuccessFactors User Group Structure: Chapters (RUGs) and SIGs

Chapters • • • •

NOAM

NOAM (W, C, E) LATAM EMEA APAC

EMEA APAC LATAM

Special Interest Groups •

Special interest based, usually Product or Industry oriented –

Examples: Healthcare, Life Sciences, Government, Financial Services, Compensation, Employee Central, Jam, Learning, Mobile, Performance&Goals, Recruiting, Succession&Development, Workforce Analytics, Workforce Planning

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USER GROUP PLAN •

SF User Groups to be established primarily for networking, education and sharing best practices

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User Groups will be asked to adhere to the User Group Charter  Requires 2 year leadership commitment and SF liaison

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User Group Leaders will be invited to attend a yearly UG Council meeting in San Mateo.  User Group members encouraged to filter official enhancement requests through the SuccessFactors Community to ensure requests are properly documented and addressed by product management

USER GROUP GUIDELINES User Group Charter •

One member designated as the Chairperson  Leader responsibilities should include: o actively representing the voice of their community o participating in planning meetings o engaging customers in their community o promoting meetings o determine meeting agendas o administration of the online User Group (July)  Leader is encouraged to participate in yearly SFUG Council meeting  2 year commitment

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One member designated as the Deputy Chairperson  Deputy responsibilities should include assisting the Chairperson whenever possible and performing the responsibilities for the Chairperson when the Chairperson is not able to.  2 year commitment

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Group should establish a cadence of communication (monthly, qtrly, etc.) to disseminate information and keep members engaged in the group

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Group should hold at least one onsite, face-to-face networking event per year

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6/18/2012

USER GROUP SUPPORT Following the suggested guidelines will give SuccessFactors the ability to bring resources to bear to support User Groups on a case by cases basis. •

Types of support include:    

SuccessFactors Liaison (local SF Liaison, Plat. Services Rep, Field marketing, Renewals) Periodic Online/Onsite meeting facilitation Coordination of group meetings during SuccessConnects Access to the online user group community (July)

VIP (VALUE IMPROVEMENT PROGRAM) •

Purpose

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Benefits for Field Marketing

Maximizing the value SuccessFactors customers receive from their investment by providing best practices and networking opportunities

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Dedicated team deals with coordination of resources and logistics

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Renewal, CS and PSO team help to drive attendance

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Tactics

Challenges/Critical Success Factors EMEA

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Small target audience (245 customer accounts)

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Quality and quantity of customer data

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Webinars and customer hosted on-site events (Customer Success Day)  Calendar 2012 and onDemand sessions of webinars in Customer Community Tight alignment with Customer Success Team

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Responsibility

Limited resources – program requires owners and primary contacts (invitations, registrations, working with web team, moderating webcast, working with customer on content, etc.)

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Shared responsibility for content creation and presentation (customer and SFSF expert)

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Differentiation

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More content and expertise (small groups allow rich dialogues, customers benefit from SFSF 3,500 deployment experiences, collective knowledge, building relationships with peers) Opportunity to leverage partner expertise and relationship Best-in-class content helps to drive NPS (Net Promoter Score)

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Great success so far with this program

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6/18/2012

START A NEW GROUP

To Start a NEW User Group or join an existing User Group, contact: Rebecca Jukoski [email protected] 650.703.9610

THANK YOU

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