BUILD YOUR COMMUNITY WITH SALESFORCE COMMUNITY CLOUD

A WEST MONROE WHITE PAPER BUILD YOUR COMMUNITY WITH SALESFORCE COMMUNITY CLOUD

How does a company keep everyone up to date…make sure they have the latest version of a presentation for the big pitch…communicate announcements….collaborate on a big sales deal…or help customers or employees solve issues? Start building your community today! Salesforce Community Cloud connects you to your customers, employees, and partners. Best of all, you can share information publicly, privately, and across any device whether it’s a desktop, tablet, or the latest mobile phone.

A WEST MONROE WHITE PAPER BUILD YOUR COMMUNITY WITH SALESFORCE COMMUNITY CLOUD

Customer community Today’s CUSTOMER is always connected, whether at home, on the phone, or using a tablet or smart device.  Do you know what your customers are saying?  Do you know when your customers have an issue?  Do you know when your customers have a need or new idea to make your product or service better? Take control of your customers’ experience with Community Cloud. Provide information 24/7: Customers seek product education and information on their own time. This often means they connect when it’s convenient for them, utilizing a variety of sources such as a smartphone, the web, email, live chat and social channels. Companies must provide a seamless, branded self-service experience for their customer’s that is accessible 24/7. Utilizing Community Cloud, you can easily serve up FAQs, instruction manuals and other product information to help customers help themselves — anytime, anywhere. Creating a user-friendly community for your customers also achieves tangible business value. And, providing customers with the information they need, when they need it reduces call volumes and decreases call wait times so customers can spend more time doing what matters most to them.

Engaged customers represent a 23% premium in terms of share of wallet, profitability, revenue, and relationship growth. Source: Gallup

Increase customer loyalty: Providing your customers with the information they need, when they need it, creates a better customer experience. Make it easy for customers to interact with other customers by creating a community where they can ask questions and collaborate. Drive loyalty within your customer base and reward your most valuable contributors with gamification rewards. By creating a more rewarding, rich experience you are creating a “stickier” customer, and are no longer competing on price alone. You have created an experience, which in the minds of your customers has increased their cost to switch to a new vendor.

Share new ideas: Often times, it’s your existing customers that have the best ideas for your next feature or product innovation. With Community Cloud, you can use Ideas to capture these thoughts from your customers. Other Community users then promote or demote ideas, so you only see what bubbles to the top. Just think, your Customer Community might help find your next million-dollar product!

A WEST MONROE WHITE PAPER BUILD YOUR COMMUNITY WITH SALESFORCE COMMUNITY CLOUD

Partner community Developing an effective PARTNER community is critical for organizations to meet their revenue goals and effectively serve their customers.  How do you help partners sell more?  Are your partners stuck in an endless loop of e-mails and spreadsheets that make it difficult to share leads and review joint sales pipelines?  What if you could invite partners into your CRM environment with just the right level of access? Register more deals: Companies struggle with lead management basics. In order to drive more revenue, your resellers, distributors and partners need processes and tools to effectively share inbound leads, track the progress of leads and register leads that mature into opportunities. Using Community Cloud as your Partner Community makes all of this a reality. No longer do you have to deal with duplicate data entry or emailing spreadsheets for status updates or assignments of leads. Community Cloud provides you with the tools you need to effectively manage all of your leads and opportunities.

Share knowledge: Information is always changing. The minute you print a new data sheet or product guide or create a new presentation it is out-of-date. To be effective in today’s world you need a technology that provides your partner network with the latest information. Because Salesforce Chatter is embedded into the Community Cloud, you can quickly push updates to your product network so they can subscribe to updates as changes are applied to key materials. Everyone is on the same page at the same time. Now partners can go-to-market with a consistent message.

Close more business: Effective lead management provides your organization with the foundation to close more deals. Decrease duplicate data entry and manage your pipeline more effectively by having a single view of the customer with Community Cloud. Now pipeline review and status of opportunities is managed within one system providing one source-of-truth. No longer must you sift through endless emails to manage performance.

A WEST MONROE WHITE PAPER BUILD YOUR COMMUNITY WITH SALESFORCE COMMUNITY CLOUD

Employee community Intranets have aged, and not so gracefully. Organizations continue to rely on old technology that is difficult to maintain with hardware upgrades and software patches. The technology department spends its weekends trying to figure out if the latest upgrade is going to sail forward or crash and burn. Content gets stale because it’s hard to manage and keep current. When EMPLOYEES do log in, it’s often difficult for them to find what they are looking for. While that site might look just fine on their desktop, you can forget about having a positive mobile experience.  How do you share information with your employees?  Do your employees have trouble finding the information they need?  Is your intranet the place where employee content goes to die? Access from any device: Today’s employees are on the go. They need access to information not only from their laptops, but also from tablets and mobile phones. Salesforce Community Cloud enables employees to collaborate anytime, anywhere, utilizing any device through the Salesforce1 Mobile App or mobile browser.

Increase collaboration: Leveraging Salesforce Chatter and Chatter Groups within your employee community is an effective way to share ideas and communicate updates across the company. Sales can communicate its top wins and HR can communicate benefit updates or employee events.

Lack of employee engagement costs the US economy $450 to $550 billion per year. Source: Gallup

Leverage one community: Reduce the burden on your HR and IT departments by creating your Employee Community in the cloud. Help your employees help themselves when it comes to routine things like signing up for direct deposit or initiating a password reset. When they run into questions or issues they can’t resolve on their own, allow them to create and view the status of their support case while giving your shared teams the ability to better manage their workload.

Salesforce Community Cloud This is your chance to connect more effectively with your customers, partners, and employees. Improve customer service, close more deals, and collaborate more efficiently with Salesforce Community Cloud and West Monroe Partners.