CIO Today

CIO Today Network Sites:   Top Tech News  |   CIO Today   |   Mobile Tech Today   |   Data Storage Today
Daily Briefing for Technology's Top Decision-Makers
Vblock™ Systems:
Advanced converged infrastructure
increases productivity & lowers costs.

www.vce.com
Wednesday, April 23rd 
Real-time info services with Neustar
This ad will display for the next 20 seconds. Please click for more information, or scroll down to pass the ad, or Close Ad.
Trending Topics:   Security Heartbleed Big Data Cloud Computing Windows XP Data Centers OS X Mavericks
Home
Enterprise Software
Enterprise Hardware
Big Data
Network Security
Cloud Computing
CRM Systems
Data Storage
Operating Systems
Communications
CIO Issues
Mobile Tech
Chips & Processors
World Wide Web
Business Briefing
After Hours
Press Releases
 
Free Newsletters
Top CIO News
 
Mobile Tech Today
 

Communications

Salesforce.com Debuts Community-Building Platform

Salesforce.com Debuts Community-Building Platform
August 20, 2012 7:15AM

Bookmark and Share
Salesforce.com points to the reality of social networking users surpassing e-mail users in number. The company's research also shows that nearly a quarter of all time spent online is spent on social networks like Facebook. Salesforce.com wants to be at the intersection of these technologies to help companies connect with customers.

Neustar, Inc. (NYSE: NSR) is a trusted, neutral provider of real-time information and analysis to the Internet, telecommunications, information services, financial services, retail, media and advertising sectors. Neustar applies its advanced, secure technologies in location, identification, and evaluation to help its customers promote and protect their businesses. More information is available at www.neustar.biz.

CRM-leader Salesforce.com just unveiled a new way for enterprises to create private social communities to connect with customers and partners. With Salesforce Communities, the company believes it's meeting a felt need for stronger customer-company connections.

The new tool combines social networking features such as profiles, real-time feeds, trending topics, recommendations and influence measurement, with the business information and processes in Salesforce. The communities are customized and branded and aim to drive collaboration and productivity.

Mary Wardley, vice president, CRM and Enterprise Applications at IDC, is bullish on Salesforce.com's latest innovation. As she sees it, Salesforce Communities will enable companies to build stronger, more valuable relationships with customers, partners and employees through custom communities -- designed to address and support specific business needs.

"When delivered within the context of the business process of Salesforce, Communities has the potential to facilitate strategic collaboration across enterprises and with customers and partners above the capabilities of online peer communities, which have the tendency to be either entirely conversational or entirely transactional," she said.

Replacing Legacy Technology

Here's the Salesforce pitch: Legacy technology has failed to deliver on the promise of connecting companies with their customers and partners. Existing offerings are either entirely conversational, such as discussion forums or entirely transactional, such as portals, and so are disconnected from the business. Today, more than ever, Salesforce argues, enterprises need to connect with their customers and partners in meaningful ways to increase efficiency and productivity.

On the customer front, Salesforce Communities promises to help social enterprises combine knowledge-driven, peer-assisted and agent-assisted customer service communities into a single experience. Companies can create a variety of marketing communities around events, campaigns or even spin up focus groups on the fly.

On the partners front, companies, along with their partners, suppliers and distributors, can create custom communities to drive more sales through seamless deal registration, access to proven sales tools and collaboration with the right experts.

"Our goal was to build deeper relationships with our mid-size business partners across the world, and be seen as builders, not just bankers," said Ian Forrest, vice president of Global Marketing at GE Capital. "With Access GE built on Salesforce Communities, we have deployed more than 50 custom communities, leading to stronger partnerships with companies."

From Loyalty to Advocacy

Salesforce is pushing hard to sell the benefits of its new tool. The company points to the reality of social networking users surpassing e-mail users in number. Salesforce research also shows that nearly a quarter of all time spent online is spent on social networks like Facebook. Salesforce wants to be at the intersection of these technologies to help companies connect with customers.

Rob Enderle, principal analyst at The Enderle Group, told us Salesforce.com is correct in its assumption that legacy tools aren't enough to get the job done. As he sees it, companies need tools that open up dynamic dialogue with customers. Although Salesforce isn't the first to recognize the need, it's the biggest player to act on it.

"More companies are discovering that customer loyalty is incredibly important," Enderle said. "The cost of customer replacement is exceedingly high, so if you can engage those customers, keep them loyal and maybe move them to advocacy, not only does that enhance sales but it lowers your cost of customer retention and replacement."

Salesforce Communities is currently scheduled to be available in limited pilot in fall 2012 and generally available the second half of 2013. Pricing has not yet been announced.

Tell Us What You Think
Comment:

Name:

Evert Martens:

Posted: 2012-09-03 @ 3:31am PT
Interesting. I believe this is a market full of opportunities (Brainspot, my company, offers tailor-made community solutions as well) and Yammer just doesn't do the trick for many companies out there as a result of functions and pricing...



 Communications
1. AT&T Expanding Its Gigabit Broadband
2. Samsung Data Center Catches Fire
3. Online Access for the Deaf and Blind
4. FireChat Ignites New Way To Talk
5. EU Panel Approves Net Neutrality Rules




 Most Popular Articles
1. BlackBerry Drops T-Mobile After Nasty Spat
2. Cisco, IBM Launch Internet of Things Consortium
3. Salesforce CRM Gets Industry Specific for Internet of Customers
4. Intel Bets on Cloudera for Big Data Analytics
5. SAP HANA Data Warehouse App Gets Faster Analytics


Have an informed opinion on this story?
Send a Letter to the Editor.
We want to know what you think.
Send us your Feedback.

 Related Topics  Latest News & Special Reports

  Officials Reveal Microsoft Data Center
  Samsung Gear Fit Geared for Exercise
  Google Sharpens Contact Lens Vision
  Hortonworks, Concurrent To Partner
  Microsoft, BMC Targeting VMware

 Technology Marketplace
Business Intelligence
Get real-time, cloud-based information services with Neustar.
 
Cloud Computing
Next Generation Data Center Is Here! Vblock™ Systems from VCE
 
Contact Centers
HP delivers the future of the contact center with HP Qfiniti 10.
 
Data Storage
Next Generation Data Center Is Here! Vblock™ Systems from VCE
Barium Ferrite (BaFe) is the future of tape.
2.5" Enterprise-class SATA & SAS SSDs for server & storage applications
 
Enterprise Hardware
Barium Ferrite (BaFe) is the future of tape.
2.5" Enterprise-class SATA & SAS SSDs for server & storage applications
 
Hardware
Protect your network with APC Smart-UPS battery backup
 
Network Security
Protect your network with APC Smart-UPS battery backup
 

Network Security Spotlight
Top Cyberthreats Exposed by Verizon Report
Beyond Heartbleed, there are cyberthreats vying to take down enterprise networks, corrupt smartphones, and wreak havoc on businesses. Verizon is exposing these threats in a new report.
 
Where Do Web Sites Stand, Post-Heartbleed?
A security firm says the vast majority of Web sites have patched themselves to protect against the Heartbleed bug, but now there are questions raised on the reliability of open-source programs.
 
White House Updating Online Privacy Policy
A new Obama administration privacy policy explains how the government will gather the user data of online visitors to WhiteHouse.gov, mobile apps and social media sites, saying much is in the public domain.
 
Navigation
CIO Today
Home/Top News | Enterprise Software | Enterprise Hardware | Big Data | Network Security | Cloud Computing | CRM Systems
Data Storage | Operating Systems | Communications | CIO Issues | Mobile Tech | Chips & Processors | World Wide Web
Business Briefing | After Hours | Press Releases
Also visit these Enterprise Technology Sites
Top Tech News | CIO Today | Mobile Tech Today | Data Storage Today

Services:
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About CIO Today Network | How To Contact Us | Article Reprints | Services for PR Pros (In partnership with NewsFactor) | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 CIO Today. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.