The SuccessFactors Customer Community

SuccessFactors is the global leader in on-demand performance and talent management solutions. With more than 2,140 customers and 4 million end users, one of the core missions of SuccessFactors is customer success. The company's online community, The SuccessFactors Customer Community, puts this mission into action and represents a new approach to managing customer relationships that brings customers inside to share ideas, provide feedback and play a key role in our product roadmap while also fostering collaboration.

The community is multi-faceted with a number of key participation points. The main facet is SuccessDirectory, a social network built exclusively for SuccessFactors' customers that leverages the company's Employee Profile solution and social media like tagging, social networking and other tools. Each customer is given a member profile, which becomes the place where they can stay on top of their involvement in the community. It includes all of their contributions, from the discussion forums and IdeaFactory (our product collaboration tool) to OneVoice (our product advisory groups) and the Product Lab (where we test our newest innovations).

Our goals for the community are to work closely with our customers to help craft our products and ensure that we meet market demands; and to provide customers with networking benefits and educational opportunities that encourage loyalty, but also encourage collaboration in the HR industry.

Over the last two years, The SuccessFactors Community has delivered on these goals and has evolved into a networking and collaboration hub for SuccessFactors employees and our 2140 customer companies, with over 90% of the customer base participating in all elements of the community including the forums, IdeaFactory, SuccessDirectory and other features. The community boasts over 8,000 members and has more than doubled its membership in each year since inception.

Customers regularly share product ideas and vote and comment on the ideas of others. There are now over 1,000 submitted ideas in the IdeaFactory, many have become products and, with our monthly release schedule, we anticipate even more . SuccessDirectory also has enthusiastic customer uptake and customers have awarded peers and SuccessFactors employees over 500+ badges (our equivalent to Facebook-style "gifting").