7. Over 70M blogs created 120,000 new blogs created/day 1.5 million posts/day Every voice is now heard 2003 2004 2006 2007 2M 70M 28M Number of Blogs Tracked 2005
8. Over 100 Million Users on MySpace Individuals are more connected than ever
11. Self-Service has Become a Way of Life 80% of British Airways short haul passengers at Heathrow never have to stand in long check-in lines Offline and Online
12. Self-Service is the Fastest Growing Customer Interaction Channel 0 10 20 30 40 50 60 Percent of Contacts Internal Call Center Outsourced Call Center Self-Service 2006 2009 Contact volumes increasing 8% per year
14. Individuals Have a Stronger Voice 1M+ visitors on YouTube saw a cable technician asleep on a customer’s couch holding for the company call center Your brand can be destroyed with a single click
15. But, your old problems remain… In fact they are getting worse… % of companies who believe they are serving their customers well 80% % of their customers who agree 8% Source: Bain & Company
16. Traditional Software is Often Obsolete by the Time it is Deployed Kick off Requirements gathering 3 months Customization & development 9-12 months Testing User acceptance Go live Business requirements have changed 18 months 6 months Now you are stuck
17. Go Live Faster than Traditional Solutions Can Even Be Designed with Requirements gathering Days Customization in days Go live Weeks Customize in hours Customize in hours “ It took one person less than a week to customize, brand, and fully deploy the Salesforce Customer Portal in production”. Mark Silber ,
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