The Power of SaaS Communities and Analytics Showcase
Softletter has led the industry in exploring the power of communities and integrating usage, support, and customer satisfaction analytics to drive sales growth and profitability. Unlike on premise and desktop applications, SaaS systems are inherent communities, with customers interacting with your product on a 24/7/52 worldwide. Even better, this interaction can be tracked by your company in real time and analyzed continuously.
The result is that SaaS companies are in a position to understand, communicate, and act on their customer's input and wishes with a speed and accuracy never before seen in the high-tech industry. And they need to! The Softletter 2009 SaaS Report revealed that 28% of SaaS companies are releasing major revisions of their product three times per year; 24% have abandoned the traditional release cycle all together.
The impact of building a highly engaged and interactive community directly within your SaaS system has a profound impact on every aspect of your business operations. Say goodbye to traditional product management and hello to community managers working to a defined set of metrics. Development, sales, and upper management need to prepare to leverage the power of communities to increase profits and respond to customer wishes at a level of understanding (and accountability) never experienced before.
To help you achieve the above, Softletter has invited a small group of select companies to demonstrate advanced community and analytics technologies during the networking session at the end of the first day of the conference. These firms have not paid to appear at this showcase. Rather, they have been invited by Softletter to come to Dallas because we believe you need to learn about SaaS communities and integrated analytics to get a jump on the competition.
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CodeBaby®
Customer Experience Goes Online. More often than not, the most powerful customer connections happen in the context of a conversation. That’s why customer relationship skills are among the most valued in business. Whether for marketing, sales, or service, an effective conversation between a customer and an employee has three key qualities: it’s highly interactive; it’s personally engaging; and it’s emotionally intelligent ... combining the subtle interplay between “heart and head”.
Today, customers are taking up residence online. As a result, a company’s website is the dominant mechanism for interacting with customers. Therein lies a significant challenge, because the web is effectively “emotionally challenged” -- lots of text, lots of pages, lots of clicks -- but no means for making a more human, “conversational style” connection with online customers.
What We Do. That’s where CodeBaby® steps in. We’re a game-changing, category-making company that’s changing the face of the Web. Our solution is a fully animated, expressive digital character (a CodeBaby) that engages customers at key points in the online experience. We focus the CodeBaby Conversation at points of predictable emotional escalation. These are points where customers are more receptive, but also “moments of truth” where the customer relationship is at stake. We focus the CodeBaby Conversation on optimizing measurable customer objectives that include: lead capture; cross-sell/up-sell; click-to-buy optimization; complex web tasks; web navigation; customer support; and so on.
With our clients, we apply a simple guiding principle ... if you had a customer professional sitting next to your customer at a specific point in the online experience, what would you have them say, and what would you have them do? That’s what we do with the CodeBaby Conversation, but with some additional techniques and intelligence applied given the digital nature of our presence. Simply put, we sell the value of highly interactive, personally engaging, emotionally intelligent conversations for the online customer experience.
Why It Works. Turns out, these online Conversations are astoundingly effective. But how does it actually work? Based on new discoveries over the last 10 years in neuroscience and psychology, we know we humans make our best decisions and move to action when there is a subtle interplay between rational thought, emotion, feeling, and intuition. Increasingly the disciplines of customer experience is coming to understand the importance of taking a whole mind, whole human approach to optimizing customer interactions. Additionally, we see a growing body of research and insight into the effectiveness of digital characters in making this “human” connection. Much of the early research centered on computer gaming. But increasingly, research is focusing on the effect of avatars and digital characters to drive commercial customer behaviors online. At CodeBaby, we are applying and building on these emerging insights into digital character / human interactions to insure maximum benefit in our solution. Of course, we can provide details on this recent research and publishing, as well as how we are leveraging these relationships and insights. We can also explain how we’re building a substantial Intellectual Property portfolio that includes invented technology and software engineering, Trade Secrets, Patents, Trademarks, and Copyrights.
Patrick Bultema, CEO, CodeBaby
Patrick is a recognized industry leader and company maker. He has served as executive, investor, board member, and advisor to many venture-financed startups. Most recently, he was a Venture Partner with vSpring Capital. He also served as CEO of XAware and FrontRange Solutions, a global CRM software company. He was founder
and Executive Chairman of Knowlix, as well as Chairman/General Manager of the Help Desk Institute, then a Ziff-Davis company.
A noted author and speaker, Patrick is recognized as a leading expert in the customer management industry, and was previously founding Executive Editor of Customer Support Management Magazine. Patrick holds a Bachelorʼs degree from California State University and a Masterʼs from Princeton.
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Collaboration apps and platform by Salesforce
Salesforce Chatter will completely transform the way you collaborate with the people in your company. You'll know more about what matters to you and discover new information in the Chatter real-time feed. And all of it will fuel better—and faster—business decisions.
The Collaboration Cloud
Imagine if your company had its own private social networking site. Say hello to Chatter, a whole new world of business collaboration: We call it the Collaboration Cloud. With Chatter, you'll stay on top of everything that's happening in your company with real-time updates on people, groups, documents, and your application data. You'll find experts and discover new information in the Chatter real-time feed. And all of it will fuel better—and faster—business decisions.
Chatter social platform
With the new Chatter social platform, social features and capabilities will be available for any application built and run on the platform. Your custom apps will generate real-time feed updates, incorporate user profiles, and encourage dynamic interactions between people and groups. Soon salesforce.com customers, partners, and developers building custom applications will have all the social capabilities of Chatter at their disposal.
Salesforce.com is the enterprice cloud-computing company. Known for the Sales Cloud and the Service Cloud, our applications for sales and customer service (CRM); and Force.com our cloud platform for building and running business applications.
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Position2
About Position2
Position2 is a leading Search & Social Media marketing firm that delivers continuous growth for its customers through the proprietary ‘Surround & Intent Marketing’ methodology. Position2 leverages the expertise and knowledge it gains from offering services to design unique product offerings that fulfill need gaps. Position2 works with leading global brands that include Lenovo, Acer, Lyris and growing companies like Freedom Financial and Serious Materials, to name a few. Position2 was founded in 2006 with funding from Accel Venture Partners, and has offices in Palo Alto, Bangalore and Mumbai. Position2 is a certified agency with Google, Yahoo, Bing and is also part of the Google Adwords advisory council.
Position2’s flagship product is Position2 Brand MonitorTM, a platform that allows users to listen, discover and engage with social media conversations in real time. This product designed with a market based approach, targets the $1.3B social media conversation monitoring industry.
Listen, Discover and Engage with Social Media: Position2 Brand MonitorTM
Position² Brand Monitor™ is a cloud based platform developed to help companies track and monitor conversations across millions of blogs, social media, forum, news, video and photo sharing sites on a real-time basis. Key features include:
Position² Brand Monitor™ indexes posts in real-time, that helps users respond, correct or clarify quickly, avoiding a crisis.
Position2 Brand Monitor™ has an easy to use interface that allows users to easily review conversations and workflow functions to manage streams of blog, twitter, forum and social media content.
Position2 Brand Monitor™ has a sentiment analysis engine that automatically identifies the sentiment of the posts thereby assisting users to focus attention on critical posts. It also provides share of voice reports that helps in tracking overall brand share in social media
Position2 Brand Monitor™ is delivered on a cloud platform, allowing users to get started quickly and leveraging the power of centralized computing.
Position2 Brand MonitorTM’s sentiment and relevancy engine is built on agent based structured machine learning algorithms which uses contextual semantic analysis based on market vertical data across millions of data posts to provide quality results. It leveraged Position2’s prior experience in building algorithms to optimize bids on millions of keywords for search engine marketing.
Identifying the influence level of users and sites is key to planning responses. Position2 Brand MonitorTM displays the influence level on each post, thereby helping companies focus on important conversations.
Monitoring is the first step in the process. Position2 Brand Monitor has a workflow management module that provides features that are not all available in any single platform.
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