MARK YOUR CALENDAR: LIVE HEALTHCARE & B2B WEBINARS NEXT WEEK

Ready to step up your customer or patient journey?

Come join our free “The Extra Mile” webinars next week, specializing in healthcare and B2B + manufacturing. And walk away with cool tips, tools and takeaways – customized for your industry.

Here’s the inside scoop:

1. Healthcare Webinar: Tuesday, November 11
11:30 am – 12:20 pm CT

Join us to learn about a full-circle approach to healthcare, featuring …

  • Complete mobile integration (plus tablets and wearable tech)
  • Activity, vitals, nutrition and metabolic tracking
  • Targeted micro-motivational and micro-educational content
  • Communities for peer and provider support
  • Personalized experiences by patient segment
  • Automated dashboards and reports – all integrated into healthcare practice

 

But what does all that really mean for you?

  • Transform your patient outcomes. Not to mention your ROI.
  • Engage new and existing patients in managing their health, not just their sick care.
  • Reduce effort for your patients and increase efficiency for your staff.
  • And that’s just the beginning.

Register free online >
2. B2B & Manufacturing Webinar: Thursday, November 13
11:30 am – 12:20 pm CT

Want to see direct results through indirect sales channels? See how make it simple, using one holistic solution built with:

  • Industry-specific journeys
  • Segment-specific messaging
  • Marketing automation
  • Partner communities, marketing tracks and scorecards
  • Integrated campaign planning
  • Outcome-driven insights using the latest marketing tech, web analytics, tag management and CRM

The results?

  • Attract and qualify more customers and prospects.
  • Create a unified brand experience, end to end.
  • Increase your sales and improve lead management.
  • Get real-time insights and analytics – at every step.
  • And much more.

Register free online >

Want to Learn More? 
You can check out our speakers, along with more info about each webinar online.
Healthcare: See details & preview
B2B & Manufacturing: See details & preview

Hope you can make it!

 

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WHAT’S YOUR CORE CONTENT STRATEGY?

Many organizations may think they have a clear direction for content, yet few actually formalize it.

Similar to an organizational mission statement, your core content strategy should establish your long-term direction. In Content Strategy for the Web, Kristina Halvorson and Melissa Rach state that the “core strategy sets the long-term direction for all of your content-related initiatives—ensuring all activities, big or small, are working together toward the same magnificent future.” It helps you establish:

  • What you attend to accomplish
  • Who you need to reach and what you’ll create
  • Outcomes you want to achieve
  • Direction for content decisions and contributors

Joe Pulizzi advocates developing a mission statement for content marketing that revolves around your audiences, not your organization:

Remember, content marketing is not about “what you sell,” it’s about “what you stand for.” The informational needs of your customers and prospects come first…To work, your mission statement has to be all about the pain points of your readers and followers or it simply won’t work.

Core strategy statements are even an effective approach for individual tactics or channels. In their presentation at Confab Central, Amy Lavoie, Aura Seltzer and Sara Wachter-Boettcher shared their strategy statement for the Harvard University website redesign project. Similar to Pulizzi’s guidance, it’s highly audience-centric:

Turn talented, diverse prospects into confident applicants—and successful Harvard students—with content that makes Harvard feel within reach, creates a sense of belonging, and clarifies the path from application to graduation.

Taken a step further, your mission statement or strategy statement can be supported by a series of principles that create greater alignment and common ground. In digital circles, the gov.uk website has attracted attention for its openness and transparency, which includes a series of design principles:
1. Start with needs
2. Do less
3. Design with data
4. Do the hard work to make it simple
5. Iterate. Then iterate again.
6. Build for inclusion
7. Understand context
8. Build digital services, not websites
9. Be consistent, not uniform
10. Make things open: it makes things better

Only 35% of marketers have documented their content marketing strategy at all. When you take that step, be sure it’s grounded by a thoughtful purpose statement.

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CALCULATING CALENDAR HOURS IN SALESFORCE

In this blog post regarding Business Hours, Calculating Business Hours in Salesforce, I described how you can use the built-in Business Hours point-n-click window along with the BusinessHours Apex class to determine Business Hours.  That was really slick.

But within the same project you may be asked to calculate ‘Calendar Hours’ too.  I would define ‘Calendar Hours’ as simply adding the number of defined hours to the current date and time.  So if it is 3pm and you want to add 25 calendar hours, then you should get 4pm tomorrow.

This can be done with a line in Apex like
myDateTime = myDateTime.addHours(25);

In the discussion of ‘Calendar Hours’ you also need to determine if you are going to include weekends and holidays into your calculations.  If you do not want to include those hours, then it is pretty cool that you can use the Business Hours objects in Salesforce to help with your calculations.

Simply setup a ‘Business Hours’ row under the Setup option that defines your weekdays as being open 24 hours a day Monday through Friday.  Then setup the hours on Saturday and Sunday as not being open at all.  Finally add any Holidays that you want to these configured Business Hours.

So then instead of using the ‘addHours’ method we can leverage the BusinessHours object:

list<BusinessHours> bhList = new list<BusinessHours>();
bhList = [Select ID From BusinessHours Where Name = ‘My Calendar Hours’];
newDateTime = BusinessHours.addGMT(bhList[0].ID, currentDateTime, 1000 * 60 * 60 * hoursToAdd);

That is it!  Wow!  I do not need to write Apex code to exclude weekends or holidays.  Yeah!

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WHY TAYLOR SWIFT IS THE QUEEN OF DIGITAL MEDIA

Her music makes a statement for itself, when her album has been getting only positive reviews from Time Magazine, Rolling Stones and New York Times. Her album is making a statement of a more confident and older Taylor Swift.

Time Magazine says, “1989 marks her most impressive slight of hand yet, shifting the focus away from her past and onto music which is as confident as she has ever been.” And “In the song, Shake It Off, the singer has written herself a narrative in which she’s still the outsider and a small-town girl learning to navigate the big city.”

Rolling Stones says, “1989 sounds exactly like Taylor Swift even when its something she has never done before.”

New York Times states, “By making pop with almost no contemporary references, Ms. Swift is aiming somewhere even hirer, a mode of timelessness, few pop starts even bother aspiring to.”

As the new album is surpassing expectations, Swift is also the queen of digital media. She is making herself known doing some of the most strategic and innovative social networking and digital marketing campaigns ever.

This past summer, Swift forced herself to learn Tumblr. Then, she took advantage of a post going viral and posted a response through a MEME that was funny yet charming. She used her Polaroid 1989 template to capture the image, which helped tie the MEME to her new album release. Read more here.

This was one of many things; Taylor launched leading up to her new album. Let’s take a walk back in time to review the timeline and how she leveraged digital media.

• Swift uses Instagram to share clues that have to be pieced together, which led up to her Yahoo Live Web Chat.
• On the Yahoo Live Web Chat, Swift announces new album and new music video of the first single “Shake It Off. To date, this video has over 198,300,828 million views on YouTube.
• After a couple weeks of “Shake It Off,” Swift releases slowly outtake videos of her talking behind the scenes of each segment in the music video. On average, each of these videos has over 1-3 million views each. There are about 8 of these videos.
• Swift also has been hosting multiple private album listening sessions where she has invited about 100 fans to meet her in person, listen to the album and take photos with each fan. She has been sharing a few on Instagram and leveraging her fans to share them as well.
• She also has lined up some of the most watched night talk shows to guest speak and perform including Jimmy Fallon and Jimmy Kimmel which also utilize YouTube to recap the show very well after the live air date.
• On Social Media, Swift is also releasing sneak peeks of lyrics from her new album through an Instagram campaign.
• Voice memos are another piece of the behind the scenes Swift is sharing as the new album releases.
• She leverages the hashtag #1989Swiftstakes for a contest for her fans to enter win a chance to meet the star.
• Also encouraging fans to host an album launch parties and receive a special message from Swift.
• As fans recreated her video “Shake it Off” video, Swift shared some of the user generated content on her network enhancing and building the relationship with her fans.

Ms. Swift keeps her audience engaged, leverages the community and gives back through sharing user generated content in addition to her own authentic voice. In this digital world, every brand could use a lesson from the one and only T. Swift.

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CALCULATING BUSINESS HOURS IN SALESFORCE

Business hours may need to be calculated for a number of reasons.  Your functional area may have set up Service Level Agreements or SLAs that say you must complete a certain activity within a certain time period in order to make the business unit run effectively.  A related concept is Turn Around Time or TAT, where maybe a government agency has created a hard rule or law that must be followed for finishing a certain activity.

A requirement could be that a certain piece of paperwork must be processed within 4 business hours.  That statement seems pretty simple until you start taking into account how you can possibly do that calculation for business hours.  First, you should clarify that the calculation is not really just calendar hours.  A calculation for calendar hours is usually much simpler than for business hours in that you can usually just add hours using a simply date.addHours() function in Salesforce Apex.  Even with calendar hours you still need to take into account things like weekends and holidays, but you still do not have to deal with the business hours too.

A first question to ask during the requirements gathering is whether the business hours are the same across all business units.  The nice part is that if hours are the same or different that Salesforce can manage that requirement if we use the Business Hours functionality.  If you go to the Setup menu in Salesforce and then drill down through Administer, Company Profile you will get to Business Hours.  This is a point-n-click feature that is used with other features like escalation rules and entitlement processes.  But we can also use it for helping us to figure out our own SLA or TAT rules.

You can setup one set of Business Hours to be the default hours for the company.  Then other Business Hours can be setup to be used for specific business units.  How would you tie a set of Business Hours to a specific Account for example?  It is really simple actually.  You can just create a lookup field on the Account object to the Business Hours object.  Then each account could have its own set of Business Hours.

So now we have a set of Business Hours for each account, but how do I add 4 business hours to a date field that I might have on my Account record?

This can be done with a before trigger on the Account object and the solution leverages some built-in functions in Apex.

The first Apex feature to recognize is the BusinessHours class which has a method called BusinessHours.addGMT().  DateTime values are returned in Salesforce Apex in GTM so using the addGMT() method makes the most sense.  It is really easy to use.  You first just need to figure out which Business Hours you need to use.  So if you have your AccountID and you have setup a lookup field on the Account object to BusinessHours your query could be something like…

Account myAccount = [Select ID, DateToAddHours__c, BusinessHours__c From Account Where ID = :accountID];

You could then add your 4 hours to that date on the Account object with…

dateTime myNewDateTime = BusinessHours.addGMT(myAccount .BusinessHours__c, myAccount.DateToAddHours__c, 1000 * 60 * 60 * 4);

Notice in the formula below that the last parameter is the number of milliseconds so the 1000 * 60 * 60 gives you the number of milliseconds in an hour so then we can just add the number of hours to multiply onto the end.

So in the end if values for our computation are…
1) Our business hours are 8-5pm Monday through Friday
2) We chose 3pm to be our starting date
3) We want to add 4 hours to this starting date

The result will be 10am on Monday.  This is because we have two hours left on Friday and we need to add two more hours onto Monday.

This actually does take into account any weekend calculations so we do not have to deal with those either.  The only thing left to take into account are any holidays.  But what is great is that holidays can be added right to the Business Hours when they are setup in Salesforce.  There is a whole Holidays feature in Salesforce that can even set up recurring holidays.

That is great!  So basically with one line of code in an Apex Trigger we can determine some great calculations regarding Business Hours.

If we can help you setup any SLA or TAT type rules in your Salesforce org please let us know at Sundog!

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CLICKING A SPECIFIC BUTTON WHEN ENTER IS PRESSED – SALESFORCE

et’s say we have a search page.  There are a number of text and picklist fields that must be filled out before the search is run.  Of course the user can tab over to the button and hit enter to ‘click’ it or the user can use the mouse to ‘click’ it, but sometimes it is nice if the user presses enter in a textbox for that enter key to cause that button to be clicked.  If there is only one button on the page we should be fine because that should be the default button, but if there are other buttons on the page we are going to have to make sure that the correct button is clicked.

I did learn earlier about how to stop a button from clicking twice in this blog post, but that did not help me much in figuring out this solution.

It sounds really simple to make a specific button click when you press the enter key, and it really should be, but it took me a few trys to figure it out.  If you have a simpler solution please let me know!  Please share so we can make everybody’s life easier!  :)

I started with trying to do this…

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</script>   
<script type="text/javascript">
       $j = jQuery.noConflict();
       $j(document).ready(function(){
             $j(".inputSearchText").keypress(function(event){
                if(event.keyCode == 13){
                    $j(".searchByMe" ).click();
                    return false;
                 }
              });
      });
</script>  
<apex:inputText value="{!searchText}" style="width: 300px;" id="inputSearchText" styleclass="inputSearchText"></apex:inputText>
<apex:commandbutton value="Search" id="search1ID" styleclass="searchByMe" action="{!doSearch}" rerender="specialPanel"></apex:commandbutton>

This worked the first time I pressed enter, but after that it did not.  Why?  It is because the code can only bind an event to currently selected elements.  If new HTML is injected into the page with a call from the above commandbutton, then the keypress event will not be bound anymore and will not work.  Bummer!

So what to do?  I finally ready about the jquery ‘live’ method.  It looks like this…

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    </script>   
    <script type="text/javascript">
       $j = jQuery.noConflict();
       $j(document).ready(function(){      
         $j('.inputSearchText').live("keypress", function() {
            if(event.keyCode == 13){
              $j(".searchByMe").click();
              return false;
            }
         });
        });
    </script> 
<apex:inputText value="{!searchText}" style="width: 300px;" id="inputSearchText" styleclass="inputSearchText"></apex:inputText>
<apex:commandbutton value="Search" id="search1ID" styleclass="searchByMe" action="{!doSearch}" rerender="specialPanel"></apex:commandbutton>

This works!  I can press enter in the inputText field as many times as I want to and it will continue to always press the desired commandbutton.

But then I read in this jQuery documentation that the live() method is deprecated as of version 1.7.  We are supposed to use the on() method instead so I decided to try that.  So here is basically the same code except for using the on() method.

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    </script>   
    <script type="text/javascript">
       $j = jQuery.noConflict();
       $j(document).ready(function(){      
         $j(document).on("keypress",".inputSearchText", function() {
            if(event.keyCode == 13){
              $j(".searchByMe").click();
              return false;
            }
         });
        });
    </script> 
<apex:inputText value="{!searchText}" style="width: 300px;" id="inputSearchText" styleclass="inputSearchText"></apex:inputText>
<apex:commandbutton value="Search" id="search1ID" styleclass="searchByMe" action="{!doSearch}" rerender="specialPanel"></apex:commandbutton>

Yeah!  This also worked!  Notice that only one line basically change which is the line with ‘keypress’ in it.

In the end it is not much code, but it took some work to get there.  If you have another way to do this please let us all know!

Here is a great link about including jQuery in a Visualforce page for reference.

Happy Visualforcing!  :)

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THE FLEXIBILITY OF THE FORCE.COM PLATFORM – AUDITING SOFTWARE

The Force.com platform continues to impress me the longer that I work with it.  From the three massive releases that occur every year to the stability of the platform to the spot-on direction of the new features it is just fun to be a part of the ecosystem.

In my job before joining Sundog and diving into the Force.com platform I developed software that was used by auditors and compliance officials.  The audit and compliance programs were very successful products in their time and they filled a very specific need for those professionals who needed those tools.  But in coming to the Force.com platform I quickly recognized just how much the Force.com platform gives you out of the box that simply does not have to be developed.  Here are four examples.

1) Installation Platform
The audit software required creating a separate installation package that had to be tested against a variety of operating systems, plus it was limited to only working on the Windows operating system.  With the Force.com platform there is a whole delivery system in place with the managed packages and the AppExchange marketplace.  Installs are done in one location so that all users are kept on one version and each user’s computer does not need to be touched.

2) Security Infrastructure
With the auditing software we had to craft our own unique security system to manage access.  The security had to be coded into every piece of the software and if there were any changes to the security then all parts of the system had to be re-coded and re-tested.  With the Force.com platform the security infrastructure is baked in.  So you cannot develop and add users without taking the security structure into account.  Plus the security system in the Force.com platform is very flexible and allows for the granularity that is needed.

3) Integration Features
The auditing software was a client-server type setup so there was not a main place for setting up an API.  We could have built some API options by setting up some web services next to the issue tracking feature that we had, but we would have had to build all of that on our own.  With the Force.com platform there are a multitude of APIs that come out of the box dealing with everything from the data to the metadata.

4) Data Modeling
Creating the data model with the auditing software required us to interact with different databases in different ways.  There was a lot of energy put into how to create a database, its tables and how to populate it.  Also, whenever a new field was added it took a whole new release for the new change to appear.  With Salesforce a custom field or even a whole custom object can be created at any point after the installation if a new specific feature is needed for a client.  This flexibility and increasing the power of the product owner or the business analyst on the product allows the modification and customization of the product that much quicker.

An analogy to this could be related to cooking?  Do you want to grow your own ingredients by growing your own sugar and flour?  Or do you want to start with a set of ingredients that are already grown and ready to cook well together?  To come back out of the analogy, having these foundational features that are already built allows you to focus on creating awesome business logic without having to spend energy to create the necessary installation, security, integration and data modeling features.

Let me know if Sundog can help you with your next application or Force.com enhancement.

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DREAMFORCE 2014 IN REVIEW: CATCH THE WAVE, RIDE THE LIGHTNING

No doubt about it, Dreamforce never fails to impress. And this year was no exception.

Miss the fun or haven’t had a chance to watch the sessions online yet? Here’s a quick recap of our favorite highlights, news and announcements from #DF14 – all features of Salesforce’s new Customer Success Platform.

1. SALESFORCE WAVE (AKA ANALYTICS CLOUD)

It was the biggest and most anticipated announcement at Dreamforce – behold, the Salesforce Wave. This new Analytics Cloud makes it easy to bring in data from any source, explore and visualize, and share and collaborate through dashboards and the iOS mobile app – all within the trusted, secure Salesforce environment.

What’s so special about it?

  • It’s search-based and flexible for any user. You don’t have to be an expert – anyone in your organization can view and leverage data, similar to the way we browse the web. Data can be filtered, grouped, drilled down, or searched by end-users to allow maximum flexibility.
  • It’s mobile-first. It was designed for mobile and rapid visualization across every device through a responsive analytic platform.
  • It’s collaborative. What does your data actually mean? Now users can add annotations to data visualizations and embed analytics into Chatter feeds on existing Salesforce records.

2. SALESFORCE1 PLATFORM – LIGHTNING 
Building upon the release of last year’s Salesforce1 platform, Salesforce1 Lightning was one of the other biggest unveilings this year. It features tons of new capabilities like:

  • Lightning Components: Two words – drag and drop. You can leverage pre-built components from Salesforce and AppExchange Partners, or your developers can write their own components for anyone to use and build apps in record time – for both mobile and desktop devices. Best of all, you can do it all with drag-and-drop tools on an open, multi-tier framework.
  • Lightning Connect: Connect and access data from external sources with point-and-click setup. Plus, you can incorporate data from legacy systems in real time via Salesforce application objects.
  • Lightning Process Builder: Automate complex business processes with point-and-click tools. And visualize the entire process in one place, so you can design and collaborate directly with others.

3. SALES CLOUD
Here’s a closer look at the new and upcoming solutions within the Sales Cloud:

    • Sales Path: This new app is a guide for sales reps to advance a prospect through deal stages by coaching them and recommending sales engagement tools.
        What’s so special about it?

      • When a deal reaches a certain stage, the app can proactively recommend sharing a certain presentation or bringing in a product expert.
      • Any change to a company’s sales methodology is automatically reflected in the app, so both new and experienced sales reps can stay focused on selling.

 

  • Sale Reach: It unites the power of Sales Cloud, Pardot and Communities into a new solution to connect with customers in entirely new ways. Our favorite features are the:
    • Micro Campaigns: Sales reps can instantly deploy micro marketing campaigns to hyper-target prospects based on their actions.
    • Real-time Activity Notifications: With new pop-up, real-time notifications on the Salesforce1 Mobile App, sales reps will have instant visibility into how prospects are engaging with their company and products anywhere, anytime.
    • Lead Tracking: This new dashboard will give sales reps access to a 36-hour activity record with prospects’ actions.
    • Mobile Nurture Campaigns: Sales reps will also be able to instantly add a prospect to a template marketing campaign with just a few taps to the mobile app.
  • Duplication Prevention: Control whether – and when – users are allowed to create duplicate records inside Salesforce. Customize the logic to identify duplicates, including fuzzy match logic. And create reports on the duplicates you do allow users to save.

4. SERVICE CLOUD

A couple of the notable new solutions are:

  • SOS for Apps: This mobile service solution will provide in-context access to customer service with a live video connection to an agent, on-screen guided assistance and screen sharing. Plus, it will enable any company to embed personalized service in any mobile app to deliver instant, anytime access to support.
  • Smart Agent Console: It pushes dynamic content to agents around known issues, highlights the resources most often used to resolve cases faster and streamline access to data. It’s all designed to reduce time and energy spent searching for information.

5. MARKETING CLOUD

At the heart of the Marketing Cloud, the new Journey Builder is designed to empower marketers to plan, personalize, and optimize 1:1 customer journeys. It includes Journey Maps, Journey Interactions and Journey Analytics.

It also features a new Journey Builder for Apps product to help marketers:

  • Send real-time emails, SMS, MMS and push notifications.
  • Trigger journeys from apps, connected products and proximity to beacons.
  • Drive app downloads, purchases, engagement, upgrades and renewals.

6. COMMUNITY CLOUD

Building on the platform released last year, the Community has evolved into a full-fledged “Cloud” of its own. Some of the new capabilities announced at Dreamforce include:

  • Community Designer: Choose one of four templates to create, brand and publish a custom community site that looks great on any mobile device.
  • Topics: Leverage topics to organize and maximize value from community discussion. Navigational topics provide a consistent map of your site, and featured topics highlight current, popular conversations. Plus, member-created topics let users organize information for each other, creating a personalized experience that boosts community engagement.
  • Management Tools: Community managers now have more resources accessible from their community management page, including dashboards, moderation and community settings.

Whew, those are all the highlights … and the lowdown from #DF14! The most exciting part? All of these features are designed to enable and strengthen customer success.

P.S. Check back soon to learn more about the new platforms and tools, like Salesforce Wave, in our upcoming blogs.

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DREAMFORCE RECAP ON THE SOCIAL STUDIO

Dreamforce also released some updates in the social space and social studio. The Marketing Cloud is continually working on bringing Radian6, Buddy Media and social.com together in one platform: Social Studio.

The Radian6 Buddy Media Social Studio helps marketers with social publishing, engagement, customer care and more. New features in Social Studio focus on enterprise scale and global reach. Here are some of the most common updates coming out in 2015:

• Scale with content sharing across users and workspaces.
• New content page shows that shared content, which is using shared content, and post performance.
• Social customer service at enterprise scale.
• Publish approvals and quickly search for topics on social media right from a mobile device
• Drive mobile app installs
• Reactivate inactive subscribers
• Onboard across channels
• Automate and scale always-on advertising programs
• Reach your actual customers, using a privacy friendly and secure matching process
• Refresh audiences on a daily basis, so targeting is always

 

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DREAMFORCE RECAP ON THE MARKETING CLOUD

At Dreamforce, I planned to attend and soak up all of the breakout sessions that I could around Salesforce Marketing Cloud. Unfortunately, with clients to meet, and a #WalkABlock loft to run, I didn’t get to make it to every session I wanted. I was able to watch most of keynotes and share my top key findings I learned at the conference.

In the Marketing Cloud Keynote, the focus was on a seamless experience for your customer across the board. Reaching the right people at the right time, the right place and in the right platform. The Customer Journey is key to leveraging the Salesforce Marketing Cloud. It’s important to understand the path each customer takes and the different options available when applying a marketing strategy. When a company begins to understand their customer’s journey, then it’s time to drive effective and helpful marketing throughout each individual’s path.

Customer Journey Case Studies were shared by companies, Fitbit, and Live Nation.
• Fitbit’s customer journey key transition points: Aquire, Onboard, Daily use and Upsell.
• Live Nation customer journey key transition points: Tour Announced, Ticket Sales Launch, Tour Starts, Their Show Happens, Afterwards

Another key point at Dreamforce was mobility. Mobile is becoming a great way to engage, collect data and push notifications to help people along a journey. This keynote also announced the Journey Builder for mobile.

In the Community Keynote, it was shared how communities are increasing and becoming more and more social. It’s about bringing like-minded people together and having trained professional Community Managers are a large success in supporting these communities. These communities should be branded and customized for each company and while becoming a social experience, it’s community driven.

Many companies want to leverage these tools, but don’t have the support to set the strategy, configure or manage the platforms. If this aligns with your strategy and where you want to go, feel free to drop us a note and help your company streamline the world of Marketing, Creative, Technology and Insights.

 

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