Salesforce.com has come out with a new social enterprise that will easily connect businesses with their employees and their customers through social, mobile and open cloud technologies. On August 31st during their ninth annual user conference CEO Marc Benioff announced many new services and products that were to speed up social app adoption in the enterprise. These products include Chatter Now, Chatter Approvals, Chatter Customer Groups, Chatter Service, and Data.com.
“Our social enterprise vision fundamentally changes how companies collaborate, share and manage information,” said Marc Benioff, chairman and CEO.
This new vision was described as a three step formula. The first step was to create a social customer profile that keeps track of the customer’s social media efforts. These efforts include what they are ‘liking’ on Facebook, what they tweet about on Twitter, who their connections are on LinkedIn and everything else they do on social networks. The next step was to create employee social networks that will deliver information straight to users, instead of the users having to look up information themselves. To help employees at work easily collaborate with one another across the company for a more effective way to engage, sell, and service customers, the Salesforce Sales Cloud, Service Cloud, Chatter, Data.com and Force.com help companies to build the private employee social networks. The final step to the formula was to build strong relationships with their customers across the popular social channels by building customer and product social networks. Using Salesforce Radian6 and Database.com companies are able to listen to the web, engage, and analyze what their customers are saying about them. Companies are also able to create apps where people can interact with their brand. These apps can be accessed through any device and use social and mobile technology. With the customer and product social networks, companies can bring their products into any conversation allowing consumers to not only ‘like’ the product, but also to become friends with the product.
Salesforce’s three step formula was established in order to help companies transform into social enterprises. They are doing this by introducing new apps for their Chatter social networks applications including Chatter Now, Chatter Customer Groups, Chatter Approvals, Chatter Service, and Chatter Connect. “One of the biggest things to come out in the past 18 months is the ability to share files right within Chatter,” said Kraig Swensrud, Chief Marketing Officer at Salesforce.com. More features that were announced to come out later in the year were Data.com, Touch.salesforce.com, Heroku for Java, and Database.com. Touch.salesforce.com is part of their mobile technologies that allows users to access salesforce.com from mobile devices, mainly smartphones. Users can use this app to run other apps on their devices but still store their information in a cloud.
At the end of the annual conference Marc Benioff told of a new Salesforce License Agreement that would give customers predictable pricing. The agreement included access to Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Chatter, Salesforce Radian6, Force.com, Heroku and Database.com. This new social enterprise is not only about connecting companies and employees to their customers through social networks, but now also through mobile devices. They have expanded the way people can connect with others through salesforce.com.