Webinar Recap: The Salesforce Alumni Story: The Power of Alumni Engagement, Networking, and Connection

by James Sinclair in Alumni Leaders Podcast, Video   |    Last Edited: 10th June 2021
Salesforce Alumni

Speak to any business community manager, and the conversation will inevitably touch on something they’re doing within the Salesforce environment. There’s crossover in how businesses use the CRM to understand and build an engaged community. 

True to its values, the company has been a leader in community engagement since day one, both in terms of its employees and customers. It really excels and sets the bar for getting people ramped up and rolling in its software. 

More than that, though, Salesforce is an incredible advocate for its people. So much so that it’s earned a place in Fortune’s “World’s Most Admired Companies and Top 100 Best Place to Work.” It’s also one of Forbes’ “World’s Most Innovative Companies.” 

In this hour-long webinar, James Sinclair of EnterpriseAlumni catches up with Salesforce’s Theresa Ludvigson and Mira Pitkin. Together they unpack how the company approached building, launching, and the programming of the Salesforce Alumni community.

Guest Speakers:

Theresa Ludvigson has been with Salesforce for fourteen years and is currently the Vice President of Global Onboarding and Loyalty Programs. 

Theresa and her team oversee all elements of global new hire onboarding, employee loyalty programs, and the alumni network. They ensure every new employee is set up for success and warmly welcomed to the company. 

Using the organization’s own technology, the team has transformed the talent experience. From new employee onboarding right through to achieving alumni status, they touch on the entire employee lifecycle.   

Theresa’s mission is to accelerate productivity while delivering equipped, engaged, and inspired employees to become the next generation of culture ambassadors while at Salesforce and beyond. 

Mira Pitkin has been with Salesforce since 2012 and is now the Director of Employee Recruiting. 

Alumni play a big part in the organization’s recruitment strategies as they form a sizable talent pool. Mira’s recruiting team is trained to understand this network and where the candidates come from. 

Salesforce is committed to growing its ecosystem, which includes its partners and customers. In doing that, the company recognizes its alumni as a source of great talent to serve this purpose and the business itself. Their partners can hire people who left Salesforce, as can their customers.

When it comes to recruiting, the company is all about equality and inclusive hiring practices. The team focuses on the candidate’s competencies and experience, giving every person a fair chance at the role.

The Salesforce Alumni Story: Four Core Learnings To Work Through

1. Technology Is Critical For Servicing A Large and Globally Distributed Network

Salesforce’s alumni network is run by a small team that depends heavily on technology and automation to scale its onboarding, loyalty, and alumni programs. These tools enable the team to be highly effective and serve a large, globally distributed network.

When an employee joins the business, they get put onto a customized, automated email journey. This is the team’s way of constantly creating touchpoints to keep the total workforce always in the loop. 

It’s not just a case of sending out content for the sake of it, though. Examine your data to establish what questions employees and alumni are asking at each point of their journey. Anticipate their individual needs and then deliver an experience that makes their lives better before they even know it needed to happen.

2. Embed Alumni Deeply Into The Company Culture

Take a look at Salesforce’s career site, and you will notice their Alumni Spotlight and Boomerang Spotlight stories on it. Essentially, people looking for a job can read about people who have left. 

What this does is tell your talent; yes, you’ve arrived at a career destination. But if you leave, we’re still going to celebrate you, and these are the amazing things you might accomplish here. 

Another way the organization embeds alumni into the culture is through Offboarding Alumni Office Hours. These are events to answer employees’ questions about alumni, introduce them to the Salesforce alumni network, and get them excited about the opportunities for staying in touch.

3. A Successful Program Serves Its Members Before The Business

The most successful alumni programs put the needs of the members first. They have an unbeatable value proposition to engage the network and motivate participation. Often, this means shaking off the notion that success needs to equate to recruiting and business development outcomes. 

Although those are byproducts of Salesforce’s good system, the organization considers brand sentiment and exposure to be a sign of things working. 

For Mira, it’s NPS scores. It’s good feedback from candidates in the interview process and glowing reviews on sites like Glassdoor. 

For Theresa, it’s alumni interviews and spotlights. It’s LinkedIn hits and tracking open and click-through rates on emails that signal engagement and amplification. It’s differentiating an alumni experience with a slack channel dedicated to boomerangs.

4. Make Leaving and Returning An Experience Worth Celebrating

A big piece of Salesforce’s culture lies in the concept of family. The business makes an experience of a new hire entering the workforce and does the same for an alumnus leaving. Celebrating these milestones reinforces the human connection and idea that the person is making the right career move, even if it means leaving the business in the future. 

On orientation day, boomerangs come to speak to new hires to say, hey, I left. But, then I came back, and that’s because this is a great company. 

When boomerangs return, the company sends them a box of brownies that say, welcome home; we’re so glad you’re back. Or they get a t-shirt with Salesforce Boomerang written on the back.

Notable Quotes From The Session

What I do see when boomerangs are back is you receive some really great competitive intelligence.

There’s something to be said about people leaving and getting skills on the outside, building new networks, and then bringing them back home.

Finding a career for someone is a life event for them. So it’s amazing that people are really excited to come and join Salesforce.

Focus on people and what goes into the employee experience. If you treat employees who are going to leave in a way that makes them feel supported, they will want to come back. They are going to tell someone else about how amazing the company is and be your cheerleader.  

We don’t want it to be a sad day when you leave Salesforce. We actually celebrate your next chapter with you.

An employee walking out the door doesn’t have to be the last goodbye. Onboard them to your alumni program; celebrate their past, current, and future successes, and it will return to you in the form of continued collaboration.

Presenters:

James Sinclair, CEO of EnterpriseAlumni
Theresa Ludvigson, Vice President of Global Onboarding and Loyalty Programs at Salesforce
Mira Pitkin, Director of Employee Recruiting at Salesforce

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James Sinclair: Perfect so good morning everyone Thank you all so much for joining i'm Jim Sinclair i'm the CEO of enterprise alumni with the market leading alumni management and engagement platform.

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James Sinclair: And today, I am thrilled to introduce our guests for so many reasons that we're going to get dig into.

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James Sinclair: Probably the most obvious reason is so many of our customers use salesforce as their backbone CRM.

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James Sinclair: there's not a conversation that we are on with a customer that's not talking about something they're doing within the salesforce environment.

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James Sinclair: And so there's so much crossover between understanding community and kind of sales forces place in that world and what it does to exist for that kind of source of truth.

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James Sinclair: I think the second and perhaps the most least obvious reason for many people on this call is.

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James Sinclair: salesforce has been a leader in Community engagement since day one i've been part of trailblazers and part of your Community since you guys first launched there's really no company.

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James Sinclair: on earth that has had a Community like yours to get people kind of ramped up and rolling in their software and I think you guys set that bar i'm going to talk about that a little bit, but you guys set that bar for kind of your customers.

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James Sinclair: Being your community, so this is not a new concept, I know for a lot of our customers on the phone communities quite new you know, maybe there are law firm or they're an accountant or their professional services where accountant isn't part of their DNA.

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James Sinclair: And the third reason why i'm super excited talk about this is because salesforce is really known as such an incredible advocate for its people.

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James Sinclair: And so, as you see, these awards the salesforce wins it's going to be really interesting to hear how that kind of applies.

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James Sinclair: As you're walking out the door and throwing your Lenovo in the trash and going to your next place, what does that mean to still be an advocate.

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James Sinclair: So i'm super excited to talk to you guys and with that I want to introduce our amazing guests, I have to raise the love within the VP of global onboarding and loyalty programs.

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James Sinclair: And mirror pick in the director of employee recruiting so with that I want to kick off with you Teresa if I might, which is, I would just love for you to.

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James Sinclair: Introduce yourself who you are where you're from but, most importantly, why is alumni even under your jurisdiction, I guess is the word i'm looking for.

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Theresa Ludvigson: Oh, my gosh game, so what a great start so again i'm Theresa lead vixen and I lead global onboarding and our loyalty programs here at salesforce.

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Theresa Ludvigson: And then salesforce for 14 years so before I joined, I think we were employee I think it's a 1700.

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Theresa Ludvigson: Now we have over 65,000 employees and so it's been really incredible just to see the company's growth, but that also see we've done have been very intentional.

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Theresa Ludvigson: about keeping our culture going right our culture is our differentiator the biggest piece of our culture is really this concept of family.

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Theresa Ludvigson: How we treat all our employees, whether here, or when they depart from us they're always going to be part of salesforce family and so i've had many roles over the years of the company, but for about six years I lead.

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Theresa Ludvigson: Our our sales enablement for our commercial enterprise sales groups and so during that time you think the company is growing and people are coming in and training them you build those connections with those employees.

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Theresa Ludvigson: And you know 14 years later I leave global onboarding and i'm still welcoming those employees and so you build those connections and.

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Theresa Ludvigson: I think what's The great thing about being leading the alumni program is I get to reconnect with those individuals in that when they first walked into salesforce so it's.

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Theresa Ludvigson: Really, an honor I get to welcome them, I see them leave, but I still stay engage with them, no matter where they're at in their careers.

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James Sinclair: I love that so much and yeah that intro i'll accept the check when you're ready to send send that over for for my intro.

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James Sinclair: mirror with that I want to jump you know directly to you know recruiting because.

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James Sinclair: there's two conversations, everyone has number one create a Community treat people great do all those things but there's obviously a little bit of what's in it for the company, if we do this.

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James Sinclair: You know what is the value we see, and how does it impact our bottom line when you think about this from kind of a recruiting perspective, you know you have indeed you have linkedin you have all of these sources, how does alumni come into kind of that conversation.

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Mira Pitkin: Thank you, James and that again, thank you for having me today and i'm really excited to share the time that series as well.

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Mira Pitkin: And so, when it comes to recruiting and salesforce you all, are a dimension that like salesforce great you know we have a great brand.

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Mira Pitkin: But what we need to remember and everyone needs to remember one of salesforce is falling asleep realty.

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Mira Pitkin: And equalities religion embedded in everything we do, including hiring so we do have good different strategies, when it comes to hiring when it comes to recruiting.

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Mira Pitkin: And that's you know the going to be approaching passive candidates through linkedin to other parasites other social media and so on.

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Mira Pitkin: Its future force it's a fellas its internal hiring and all this extends to alumni as well sort of guys alumni is a big part.

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Mira Pitkin: of our talent pool, but then, when it comes back to hiring and actually making the hiring decision we do really need to remember that.

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Mira Pitkin: We need to focus on inclusive hiring so regardless of where you come from, regardless of who you know if you still going to focus when it comes to hiring on competencies and everyone is going to go through the same process, but when it comes to alumni.

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Mira Pitkin: It is a big part because it's a big talent pool so all our recruiters everyone is really.

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Mira Pitkin: chained to understand the market, understand and network understand that candidates are coming from advanced you are introduced, once you decide to rejoin salesforce or joining us new one, you always going to go through the same process and it's really important to remember, because.

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Mira Pitkin: salesforce has got its values and the values are equally thing it's customer success it's trust and its innovation, so we are guided by these values and it comes to hiring and it comes to when engaging good candidates and engaging with our employees and.

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Mira Pitkin: It goes to alumni as well.

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James Sinclair: yeah I love that concept of inclusive it, I think, just because your alumni it doesn't necessarily mean we're just going to open the door and let you waltz in we still have to be.

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James Sinclair: You know, equality, I think that's a really important point I want to jump back to that.

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James Sinclair: So Theresa I guess from your side when people talk about the employee experience, I mean your global head of onboarding so it's it's it's an amazingly duality amazing duality you see them at hello, and you see them a.

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Mira Pitkin: goodbye.

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James Sinclair: You know, does the company, you know when they think about their employee experience.

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James Sinclair: A kind of how does alumni fit into it and how do you kind of position that to employees do you position it out onboarding like hey we know, leaving is inevitable, and when you do we can't wait to keep part of the family, how is that kind of communicated to your alumni.

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Theresa Ludvigson: Well, once over our new hires they come through something that I really want to impress upon them is that salesforce is a career destination.

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Theresa Ludvigson: Right my look at my own career having started out as an account executive, I was in sales.

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Theresa Ludvigson: Training our sales people to working with our product, you know, we had acquired a company worked on our product on our product team which, in our marketing department, I worked in town development i've.

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Theresa Ludvigson: done a lot of roles and I feel like there's no reason, you should be leaving salesforce I always tell that to our new hires.

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Theresa Ludvigson: But we want to celebrate our alumni and say like hey if you end up leaving salesforce we're still going to celebrate you are still going to recognize that we bring them into this Community right, so we have over about we have over 15,000 alumni.

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Theresa Ludvigson: And we send quarterly newsletters to our marketing cloud products so they're getting newsletters or stay in touch with what's going on.

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Theresa Ludvigson: My colleague tj and I we end up we interview our alumni so we get to interview them to do we do a lot my spotlight to see where are they now.

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Theresa Ludvigson: And we're promoting those alumni spotlights within our salesforce ecosystem, so our alumni again those spotlights and kind of seeing that we're still.

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Theresa Ludvigson: Celebrating and showcasing our alumni but our current employees also get the spotlight so they're seeing like wow.

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Theresa Ludvigson: This is a company that really cares, even if I leave these salesforce virtual walls i'm still part of the salesforce families were doing that.

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Theresa Ludvigson: Some of the things that we're doing like we create networking events for alumni and we actually do volunteer events or alumni so they can get together.

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Theresa Ludvigson: And, most recently was pretty interesting is that whatever big values is around giving back, and so we have a product called fleet to be cloud where now.

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Theresa Ludvigson: Our employees, whether it's salesforce so used to volunteer time off or used to.

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Theresa Ludvigson: You know, corporate giving and now even though they're not part of salesforce they can use this product to track their volunteer hours to track their donations so really extending that.

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Theresa Ludvigson: That platform to them so they can still live those values after they've left salesforce.

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Theresa Ludvigson: And then one last thing is that you know, we want to create that differentiated experience for employees, so you talked about building that community.

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Theresa Ludvigson: So when our alumni do come back, we call them our boomerang employees.

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Theresa Ludvigson: And we've created as a group on our slack channel for our boomerangs so our boom, I can reconnect they could talk about where they left by they came back so they're kind of part of that community.

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Theresa Ludvigson: And we actually have our boomerangs come speak to new hires to on the orientation day because those people and say hey.

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Theresa Ludvigson: I left and i'm back, and this is why I came back as a great company so we're doing alumni spotlights we're doing those boomerang spotlights and where, again, our salesforce employees are marketing and kind of build that employer brand for us to.

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James Sinclair: yeah and I saw on and I loved it, I saw on your career sites that you focus on the spotlights and so people looking for a job I able to read about people who have left and it's such a.

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James Sinclair: it's such a great maneuver from kind of a sales and a positioning which is Look, we might be a career destination.

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James Sinclair: But if you leave we're gonna celebrate you and here's where you might go and here are the amazing things you might accomplish.

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James Sinclair: And I want to kind of talk to to you and I don't know if it's you mirror you Teresa of like the decision to to kind of house those alumni alumni spotlights on the career site, how did that even come to be it was it just you're looking for a home or just seemed like the right place.

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Theresa Ludvigson: Okay question I you know, it was a little bit of both looking for a home but it's also right place, because on our career site, you see these alumni stories.

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Theresa Ludvigson: You sees boomerang stories and we also have a referral program so typically organizations have an employee referral Program.

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Theresa Ludvigson: We have an alumni referral program so that, if our alumni or for candidates into salesforce and they get hired we actually made a charitable donation and their name to thank them for that referral so that's another thing that we're doing from a program perspective.

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James Sinclair: Do you Let them choose the where the donation goes.

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Theresa Ludvigson: Yes, yes wow.

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James Sinclair: that's fantastic so if we continue that career conversation and I don't want to stick too hard on what's in it for the company recruiting recruiting.

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James Sinclair: But I guess mirror from your perspective if we were to say yes, we understand the quality, but a boomerang hire there's obviously some value in time to productivity time to hire they know some.

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James Sinclair: People references those type of areas, so you know.

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James Sinclair: How do you how I guess how do you approach that so you want equality, you want the same process for everybody, but the ability to just ring someone's manager and be like hey did you use to work with them how were they.

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James Sinclair: And to get that live reference, do you is that kind of how do you process the kind of enormous advantages of not having to go through a recruiter not having to do external references.

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Mira Pitkin: So James I might disappoint you on this answer again, this would be jumping the gun and it would be saying that the that the alumni has got a preferential treatment or preferential.

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Mira Pitkin: process so again when it comes to hiring and recruiting we do really need to focus on the quality and the competencies and the candidate experience.

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Mira Pitkin: and focusing on inclusive hiring again the alumni is a big part and so he's already said, you know it's hiring people into salesforce but alumni is also someone.

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Mira Pitkin: Who we hire, for we are committed to growing our ecosystem, which is our partners for our customers.

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Mira Pitkin: And the great thing about this whole program is that we recognize that it's a great talent and our partners can hire people that left salesforce customers can have people from from set who left salesforce as well, but when it comes to hiring good salesforce no one's gonna.

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James Sinclair: qualities qualities can.

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James Sinclair: I hear you.

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Mira Pitkin: Know what's the process and.

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Mira Pitkin: And you know what and it's a great drive so that's what we love about salesforce and that's what we all hear about salesforce that's what we hear ya bye bye people want to join salesforce by the article a destination.

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Mira Pitkin: And if this really focusing on what matters and focusing on old values, so it honestly, regardless of where you come from you will be assessed on competencies and the best candidate is going to be selected based on the competencies that's, the only way, how we can.

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Mira Pitkin: avoid by us how we can avoid.

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Mira Pitkin: Anything that is in our way to select the right candidate and that goes with equal a team and our commitment, this test so that's what we do, so I started.

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James Sinclair: You know I asked again exactly for that reason mirror, because you have so many people sitting on this call.

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James Sinclair: Who, you know they want to be they want equality, they want no bias, they want know any of that bias, but it's very difficult when you're old friend.

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James Sinclair: You know, Sam phones you and says, can I come back and like oh my God I would love to work with you again so so that then I you know that's why I asked again it's, not because I was hoping, you would change your answer is it's how you.

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James Sinclair: Are you have a but also that there is some value should someone with the right comedies come back and they are a boomerang do you see that increase in productivity, do they stay longer do you ask those type of questions of why come back.

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Theresa Ludvigson: You know what I do when I do see when they're back.

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Theresa Ludvigson: there's some really great competitive intelligence that you receive right so whether that slack channel their listing i'm you know safe I laughed I came back i've Teresa I was at Oracle and so now.

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Theresa Ludvigson: Within our platform, because it will we're deeply embedded I mean salesforce drink our own champagne we use salesforce like crazy right, so you think about our salesforce analytics product we're able to see like.

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Theresa Ludvigson: Here are the people that went from we're at prior companies and now for the potential sales deal.

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Theresa Ludvigson: You know, we have some really great competitive telephone so that's when it comes through went through the door, but to nearest point you know really focusing on quality, like.

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Theresa Ludvigson: We have so many things in place to make sure that there is no bias and we're interviewing but once they're in there's a lot of great value that they're bringing to the table.

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James Sinclair: amazing and i've got to imagine that slack channel is just a wealth of just knowledge and information, I mean there's something to be said about people leaving getting some skills on the outside, some new networks and then bringing them back home.

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Theresa Ludvigson: Essentially yeah and i'll tell you something really special to I mean when we think about boomerangs a lot of our boomerang population comes to our acquisitions.

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Theresa Ludvigson: Right so we've been a very, very highly acquisitive software company and so what's been really awesome so that's all part of my program to is how do we walk them back welcome are acquired employees, but imagine when you're.

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Theresa Ludvigson: If you're coming to laughlin that you just got acquired there's a lot of unknowns, but if you can come to the event and you sit to this panel.

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Theresa Ludvigson: Of these employees have come back through acquisition and they're sharing their energy and excitement for salesforce that makes that landing much softer you know so there's definitely some really great stories that we have around our alumni community and how they end up coming back.

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James Sinclair: yeah I love that maybe I can jump a little bit to the kind of this hard KPI like what is salesforce as a company expect.

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James Sinclair: From this program implicitly or explicitly whatever that might mean like, how do you define success.

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James Sinclair: Report on success, do you even report on success how has that kind of approached internally and what i'm trying to tie that to is, we all know, this is the right thing to do, we all instinctively know that being good to people is good for business.

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James Sinclair: But many of the people on this call will say that's awesome I still have to put together reports a spreadsheet to budget X y&z, how do you kind of approach that.

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Theresa Ludvigson: So i'll speak specifically for my programs is that when we look at our the stories that we publish we're really looking at.

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Theresa Ludvigson: Not necessarily the pipeline that regenerating of candidates we're actually looking at how much the employer brand activity are we getting out there.

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Theresa Ludvigson: So, for example, when we do an alumni spotlight, and we share the on linkedin we're able to see that it's getting 60,000 hits across linkedin and that 60,000 amount of hits equates to.

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Theresa Ludvigson: Thousands of dollars of marketing spend so that's where we see that business impact we're able to get the player brand out there, and people are clicking on these stories because they're.

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Theresa Ludvigson: Real stories about people and their journeys and when you see that alumni spotlight you see that boomerang spotlight.

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Theresa Ludvigson: That those employees have touched a lot of people so within their network it just starts spreading like rapid fire.

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Theresa Ludvigson: And you know we're sending those stories out there marketing cloud we're getting them through linkedin we're able to track.

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Theresa Ludvigson: The how much traction those are getting, so I think that's a big piece of it from an impact perspective and i'll hand it over to mirror to see like how do they, how do you measure it.

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Mira Pitkin: So James could you repeat the questions once more police.

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James Sinclair: Yes, and I do already know, on the mirror is equality and.

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James Sinclair: And it's and I know and it's a good thing and thank God for that, so the.

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James Sinclair: question was like, how do you define success, how do you track success when someone says why bother.

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James Sinclair: With the alumni program or when you want to fight for more budget so about the negative and the positive the negative of why spend money on people that have left you could spend it on people that are here.

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James Sinclair: or when you go for more budget and more resources and selling this program, how do you kind of quantify that this the value of alumni.

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Mira Pitkin: So I think if I go back Well, yes, of course, he can relate to our values and all that that's that.

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Mira Pitkin: Medicine balls, but when it comes to success to me alumni It really is, and the success is the brand and people want to return and and people going to talk about it and you're going to send surveys to so when it comes to recruiting we're going to send surveys to candidates who are coming.

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Mira Pitkin: To our interview process, you know how they have be how that rose has been how they have failed, and so on, so that's definitely you know NPs scores, and so on.

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Mira Pitkin: Our brand on places like glass door, you know the feedback what people are talking about so that's really important to us, but it's.

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Mira Pitkin: You know, it does go back to the employee experience and the candidate experience, so you have good candidate experience someone who has not like for salesforce before wants to join.

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Mira Pitkin: The way how we connect with them debate how we put them through the process really important because they talk about it.

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Mira Pitkin: That raises our brand that raises really people being excited about joining so me as a recruiter, even though I now lead a team i'm still at a router.

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Mira Pitkin: and actually finding a career for someone you know it's a life event for people and just really seen them coming during salesforce it's it's amazing you know people are really excited to come and join salesforce.

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Mira Pitkin: But then, how they are treated at salesforce and really be focusing on the on the values we are focusing on people, we really are empathetic company, and I think the company.

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Mira Pitkin: And that goes into the people so it's the people experience employee experience so STDs already said yes, you know you're gonna join salesforce and maybe day is going to be point of your career when you decide.

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Mira Pitkin: To move on, you just think hey maybe this time I don't edamame and they don't see a different role, I want to move into I will try and explore a little bored you to death happens.

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Mira Pitkin: But the way, have you cheated them these people going to leave, and they will feel supported so David want to come back or they're gonna tell someone else hey you know I heard from someone.

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Mira Pitkin: who worked for salesforce and how amazing salesforce is how you know how I was cheated when I decided to leave the company and that's the important so it's the brand and it's really about how people talk about us.

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Mira Pitkin: And me as a recruiter I every time I interview somebody every every time I speak to someone.

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Mira Pitkin: I if someone asked me why to work for salesforce why, why should I join salesforce and it's like you know what don't ask me just ask our customers ask our partners, as the people.

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Mira Pitkin: You know who don't work at salesforce because they're really going to tell you the truth, I like for sessions, because I love salesforce but the people who left or who are not directly employed they're really gonna tell you the truth, so the brand is so important.

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Theresa Ludvigson: Well, I think smears point on the brand so we don't you know we don't want to be like Oh, this is your last week at salesforce boo hoo sad day right we actually kind of celebrate them with our next chapter.

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Theresa Ludvigson: So thing that we've started as we've created these.

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Theresa Ludvigson: off boarding alumni office hours you almost think of it as like a graduation right when you leave school like we want to still celebrate all the contributions you made in your time here.

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Theresa Ludvigson: So in those office hours were hopping the answer those frequently asked questions at alumni might have we also introduce them to salesforce alumni network and get them excited about how.

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Theresa Ludvigson: Even then, once you leave you're going to get this quarterly newsletter we're going to hear your story stay in touch about your future careers and your success right.

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Theresa Ludvigson: There will still be volunteer events that you can participate in so we're kind of getting them excited so Okay, this is how i'm ending.

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Theresa Ludvigson: Potentially but maybe returning later on right that's what we're doing it's not just like an email see you later we're actually making those human connections with them before they leave.

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James Sinclair: Come I asked a question about that office hours that's for that's for alumni or you just host it once a month is just office hours.

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Theresa Ludvigson: We do it two times a month and it's a partnership with our share or employee success shared services team.

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Theresa Ludvigson: Because people have those questions like wait, how do I get my employment verification done or how about you know how do I do these things once i've left.

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Theresa Ludvigson: So we want to make sure that we've equipped them with everything they need and kind of give them a teaser get them excited about how their journey with us as an edge once they leave the company.

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James Sinclair: I love that so much once they have left can they join those office hours again, or is it just in you're leaving as you're leaving.

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Theresa Ludvigson: it's just what they're leaving, but our doors always open, so we have.

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Theresa Ludvigson: email alias that they can always reach out to if they have different questions, I think.

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James Sinclair: I love that concept of an office hours like you know, and so I love to concepts number one is celebrating them, the reason they're leaving is because someone has viewed their time of salesforce as a value.

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James Sinclair: Like oh you're a salesforce you've learned you've been equipped your competencies have increased, you know to mirrors point.

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James Sinclair: We now want you, and I assume you see you know large amount of people when they do leave go to partners and stay in the ecosystem.

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James Sinclair: You know, because that's who everyone wants and so and there's a kind of a conversation that you had quite a lot around software companies, which is actually you're just as valuable as a customer, as you are coming back.

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James Sinclair: So when people think about those boomerang is that, like actually.

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James Sinclair: If you're at a customer or if we can place you in a customer we're just as happy there so.

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James Sinclair: Number one I love that office hours i'm sure there's a lot of people on this call, who are gonna be like oh that's such a good idea to celebrate them and have that so.

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James Sinclair: When you continue what it sounds like is you have overwhelming support across your organization for this, and it may well have been through brute force prayer circles and fighting over your entire career.

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James Sinclair: But it sounds like every every group has kind of moderately aligned, and when you hear a lot of programs that are out there, a lot of them are.

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James Sinclair: Not basement silos but they don't have access to the social media to broadcast the stories they don't have access to the career website they don't have access to the you know, to create the slack channels.

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James Sinclair: yeah I guess how have you been able to push that agenda of Community and doing the right thing is it again, because if you know your veteran status of salesforce or is it just that's how salesforce works.

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Theresa Ludvigson: I just think that throughout the years i've been here like the people are differentiator we've always cared so much about our people.

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Theresa Ludvigson: And I you know we also really want to I think we've done a lot in terms of trailblazing.

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Theresa Ludvigson: Our values and kind of living, our values right, you talked about salesforce receiving recognition and awards about being a great place to work.

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Theresa Ludvigson: But we're not just getting awards for being a great place to work we're getting awards on what we're doing from an innovation perspective, what we're doing from a quality perspective in terms of giving back.

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Theresa Ludvigson: And so we want to make sure that also salesforce employees that may have left our organization they're still living those values, where they are today so i'll give you an example.

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Theresa Ludvigson: We are programmed here internally called salesforce and again to me this point, we really should have been to Bali.

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Theresa Ludvigson: Right, but we have a program here, called the warm line, and we have in the United States and it's an.

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Theresa Ludvigson: it's a safe space for women for women and underrepresented minorities to call in if they're they need some support in within the organization right, and so we had a fireside chat.

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Theresa Ludvigson: Last month, with the leader of the warm line and we had our alumni joy that fireside chat to hear these best practices and think about.

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Theresa Ludvigson: How can they create a warm line or safe space within their organizations to ensure that women in your arms are also treated fairly equally and feel supported and that sense of belonging in the workplace.

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Theresa Ludvigson: And so we're trying to share those best practices with our alumni so they can then bring them to those organizations that makes it makes us feel good right that we're creating.

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Theresa Ludvigson: we're innovating in the space and we're ensuring that other companies are doing the same thing so there's that purpose behind it and that's what makes the work feel very, very valuable and rewarding.

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James Sinclair: yeah I think I was so I guess i'm going to go into the next session of kind of what's in it for the alumni but before I do.

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James Sinclair: it's, how do you I guess neural story, how do you deal with this, I mean the scale of your program and the size of your program whether or not you have 1020 50,000 people enrolled you have hundreds of thousands of alumni.

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James Sinclair: You know around the world, how do you approach kind of.

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James Sinclair: This global nature and not everyone is in San Francisco not everyone is on the west coast and how do you how do you even manage the global nature of this program and I feel like this is a good time also to.

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James Sinclair: shout out tj who coordinated this entire program for us, I know who's on your team Teresa who's just FAB but you know, aside from tj, how do you guys globally handle you know alumni recruiting or employee recruiting or alumni globally, maybe Maria can kick that off with you.

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Mira Pitkin: So I will go to recommend us again there may add, there is another likely answer a little bit more on the whole program, but when it comes to recruiting so.

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Mira Pitkin: You know, we live in a century, when there's lots of tools automation digital so all our recruiters are chained to use the talent data, so we of course know who.

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Mira Pitkin: And what candidates or what the market looks like who is alumni to salesforce so we approach all these people, of course, as well, but again, we can approach them as a part of the such, so we will approach different talent pools, we can approach different channels different sides and.

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Mira Pitkin: Again, going back to the competencies and we will focus on what is important for job, what is the competence for the job to select a candidate.

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Mira Pitkin: But, thankfully, these days, we have got a lot of these great tools that we can use for recruiting, so it is I go it's exciting to be here, but actually to these days, but I think that is I will tell you a little bit more on the program How would this run exactly.

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Theresa Ludvigson: yeah we depend very heavily on technology to help scale our programs so.

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Theresa Ludvigson: As i'm talking about this alumni network and what we created from a program perspective there's a lot of offerings right we've got this philanthropy cloud product that we're using we've got.

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Theresa Ludvigson: Our btl events you've got networking events we part for recruiting to do recruiting events we do so much the team is myself and tj on the actual alumni network right, that is the only just two of us and.

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Theresa Ludvigson: I mean let's be real at day does like 90% of the work i'm, just like the figurehead.

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Theresa Ludvigson: today's listening so I want to make sure I give him some credit there but.

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Theresa Ludvigson: it's about just you know we're able to use our technology, and so we have our system of record for employees right and we're able to integrate that with.

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Theresa Ludvigson: Using your soft into our marketing cloud platform and so we're able to send these nurture emails.

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Theresa Ludvigson: To our alumni so when they're leaving we already know we can put them on a journey email journey, so that they're constantly getting these touch points they can opt out, they need to but they're always in the loop.

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Theresa Ludvigson: And i'm not this tj is not physically or myself up physically sending these emails through outlook or gmail we just create it once and then automates and we did that, for our new hires email journeys to so.

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Theresa Ludvigson: When you join salesforce your emails look different.

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Theresa Ludvigson: Based on whether you're a new hire in Europe, whether you're in the mayor whether you're in sales if you're a people leader they're all customized but we create it once it integrates our system of record and then it just goes.

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Theresa Ludvigson: And so that's been a big game changer for us in terms of scale and again be able to track the open rate the click rate were able to see that engagement from our alumni.

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James Sinclair: Right, I mean I don't think anyone on this call was expecting you to say it's you and tj you know people think.

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James Sinclair: salesforce they think they need an army.

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James Sinclair: And the reality is you don't need an army you just need someone you know passionate that's got some ability to exert their power and influence in the organization.

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James Sinclair: And you need someone to do the work.

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James Sinclair: You know tj.

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and

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James Sinclair: And, and I totally appreciate that so So do you feel that there are alumni you know Asia Pacific, on the other side of the world who feel like they're not as part of this Community because they're not as close to home or you know is that something you've thought about does not exist.

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Theresa Ludvigson: I don't think so at all, I think, if you, you know if you go to salesforce.com forward slash alumni you'll see we feature a lot of stories.

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Theresa Ludvigson: of our apac alumni and boomerang so come back so we're very intentional so again to be as plate hashtag quality we make sure that we are featuring our alumni from all around the world, all different genders like we're just making sure that everyone's equally represented.

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James Sinclair: I love that I love that so much i'm just going to process this it's you and tj because again there's so many people on the call who are like.

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James Sinclair: How how how many people do any do you get support from shared services for kind of some of the mundane like Oh, I need to pay slip but I need this How does that work for you guys.

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Theresa Ludvigson: Okay.

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James Sinclair: And I love I love the parents he's about to make I can.

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Theresa Ludvigson: I yeah he's he's he had me I had right now, because.

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Theresa Ludvigson: Joe he's on the he's crawling on the floor like it makes a difference.

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James Sinclair: No problem to raise i'm going to answer a question and give you a second don't even worry about it, I love it.

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James Sinclair: Mira i'm going to turn to you and i'll give it to raise a free moment I guess what I want to talk about a little bit more is at some point, it does come to KPI it does someone's going to say to you, you know hey.

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James Sinclair: Is a boomerang more effective, and I know we have competencies I know we have a quality but is a boom right do they stay longer do we.

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James Sinclair: Do what they make up a large percentage of our population do you have any kind of data that you're willing to share and, if not we're happy to love this to Teresa.

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James Sinclair: Around kind of alumni at salesforce you know even the size of that slack group I mean, is there any other data that people listening in who look at salesforce like one second it's just two people you know what do they have to show for it.

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Mira Pitkin: Okay, so I believe this question to answer to yourself, because then it comes to the kpis how effective people actually are afterwards, it is not exactly part of my.

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Mira Pitkin: head all and I don't look into the data.

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Mira Pitkin: regularly, so I definitely don't want to disclose something i'm not sure about so.

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Mira Pitkin: I believe that to Teresa.

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Theresa Ludvigson: You know.

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Theresa Ludvigson: The one thing I would say, a near might be able to.

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Theresa Ludvigson: validate this, but a lot of times our alumni that come back as boomerangs they're coming into different capacities right they left salesforce they learned some a different skill set and they're coming back into new role so.

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Theresa Ludvigson: I went to say like X sales people that leave so there's come back into sales well, they could be doing something totally different or they get more focused until like a certain niche product or industry so.

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Theresa Ludvigson: I wouldn't say it's like apples to apples when they come back, but you know from a back to them player brand perspective it's a very powerful story.

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Theresa Ludvigson: When our buildings come back and they share from new hires that the grass wasn't necessarily greener, on the other side, you know and we're able to get that that's me is really huge.

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James Sinclair: I mean that's really consistent theme sorry go ahead mirror, please.

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Mira Pitkin: yeah no I was just going to add to what cities, I mentioned So yes, definitely like.

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Mira Pitkin: In my years at salesforce I know, several people that.

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Mira Pitkin: I knew when I joined, they moved on and they came in very different role I there'll be myself, I actually don't know people who came back in exactly the same at all, so it is probably a.

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Mira Pitkin: little bit more challenging more complex to put the exact kpis on that, but what is exciting to see to see people.

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Mira Pitkin: Just coming back, and they are coming into new roles and that's roles, because when they left all my have not even been available because we growing growing growing so if you'll have two years ago that role that you return today for might have not been dead at all.

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Mira Pitkin: I think, so I think his studies, I mentioned the swell like acquisitions, because we grow obviously naturally to hiring but also to acquisitions.

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Mira Pitkin: And again, you know you're going to have people that were avid salesforce they decided to move on, and you know, two years later, three years later, they actually joined us by physicians I know, several people like this and it's exciting to see that, because they can.

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Mira Pitkin: Just new experience it's all part of the journey it's all part of your career journey to work for company move on and maybe come back, but you only going to come back if you have been cheated right.

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James Sinclair: In the company.

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Mira Pitkin: If you have been celebrated if you have been supported and again that's why i'm going back to candidate experience, going back to employee experience, going back to equal at she not going to be returning to place if you were not happy before if you don't celebrate it yeah.

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Theresa Ludvigson: They say when we welcome them back, something that we do that, I love as a talked about the boomerang slack channel but.

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Theresa Ludvigson: When we have our new hire orientation will ask when we read back when we were before Kobe we had asked raise your hand if you're a boomerang and they would stand up there, like I left and I came back and i'm so excited me back so.

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Theresa Ludvigson: Each of your major cheerleaders and spokespeople for the company, but something that we do that also is kind of surprised them is we send them.

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Theresa Ludvigson: And we still do this today, but we send them a box of brownies and the label on the surprise them at their homes and the brownies say welcome home we're so glad you're back.

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Theresa Ludvigson: So it's like a little personalized note from salesforce thanking them for coming back coming back to their home, and then we also have these really fun shirts.

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Theresa Ludvigson: And it says like salesforce boomerang and on the back of it, it says i'm back and so yeah so they love that know where there's an office walk around like hey I left, I came I came back, and so they are like these cheerleaders and spokespeople for our company.

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James Sinclair: that's such a great I love it.

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Mira Pitkin: I might have to leave and come back.

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James Sinclair: So I was gonna say that's exactly it's funny when we spoke with.

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James Sinclair: linkedin alumni about their program there is a linkedin alumni T shirt that you can only get when you leave.

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James Sinclair: And there's this job that I always think about which is, I wonder if some people are leaving because they just want the T shirt that people are walking around them.

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James Sinclair: But I, so I love that this conversation is celebrating them on the way out, I love the idea of office hours.

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James Sinclair: I love double love this idea of brownies welcome home with the T shirt these are just small things, these are not high cost items to just make people smile to be human and.

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James Sinclair: That they're going to talk about for days I mean they got to be so impactful.

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James Sinclair: And again being run out of a program threes I want to go back to that original question, which is once you are running strategy guidance leadership and amber tj and the execution operations.

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James Sinclair: To what extent do you kind of get to lob stuff over to shared services or another group the day to day stuff.

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Theresa Ludvigson: yeah so I have a really amazing story about this, so our shared services team they use our service cloud product right and we call that concierge internally here at salesforce that's the brand of it, and when we were hiring this is this is crazy I think when we are about.

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Theresa Ludvigson: 30,000 employee company, we had 35 employees on the shared services team managing cases and tickets.

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Theresa Ludvigson: Then we became a 40,000 person employee, we still had 35 people on the shared services team managing cases tickets.

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Theresa Ludvigson: Now, at over 60,000 employees, we still have 35 people managing cases and tickets because we're leveraging technology and that's helping us scale there's amazing case management there's a knowledge base articles.

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Theresa Ludvigson: A lot of the questions they have are all self service, so we are able to yes lobbies questions to the shared services team, but they're able to churn out the same type of.

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Theresa Ludvigson: amazing productivity at a crazy global scale with the very same back office number of employees servicing double the size and so I can impart enough how important technology is to any type of you know, business strategy or operation that you have.

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James Sinclair: yeah we hear that a lot, where people are coming to us.

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James Sinclair: and saying Oh, you know we have to ask the same question 96 times and at some point you like ha, you know.

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James Sinclair: anytime you're doing something manual and repetitive automate and when we make no secret of a lot of our customers use the same salesforce technologies.

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James Sinclair: As the underpinning of their organization so it's always a conversation, but I think you can't run a program like you have without being highly effective.

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James Sinclair: As a technology organization, you know we talked about the sequential email campaigns that's going to be new for a lot of people on this call, and just to explain is that concept that you know day one, you get this email I assume.

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James Sinclair: They nine you get this email day 27 you get this exactly.

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Theresa Ludvigson: Exactly it's good explain that perfectly so this marketing cloud email journey, but I think that's really important for those on the call it's you don't just write an email content just to write it, you have to look at the data first.

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Theresa Ludvigson: So at salesforce we first looked at what were the common cases and tickets every blog by employees, whether they're new hires or whether they're alumni.

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Theresa Ludvigson: And by looking at that data we then crafted those emails to get sent at the right time, so, for example, from a new higher perspective.

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Theresa Ludvigson: Save you're in sales your sales profile and we were able to look in the data within our service cloud system big okay on day, eight.

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Theresa Ludvigson: A lot of our sales, people are asking how to apply for corporate amex, so why don't we do this on day seven we send a marketing email saying hey interested in the amex this is how you do it.

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Theresa Ludvigson: Right, and so we are pushing the content to them before they anticipate the question one creating a better user experience and also helping to defuse any questions that might be coming into our shared services team.

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James Sinclair: Who who defines that who sits down and says this is that just huge range of just like again brute force from your experience.

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Theresa Ludvigson: I mean that the data to speaks for itself right so when we look, when you are when people are logging tickets and cases in our service cloud instance, we can see.

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Theresa Ludvigson: What type of person is logging the case, what region they're based out of.

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Theresa Ludvigson: At what day from there start date or they asked me that particular question so by looking at the data and they come in beautiful charts and graphs we're like Okay, this is the content that we need to be feeding into.

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Theresa Ludvigson: Our new hires so then we said that the marketing cloud we're able to track engagement we're able to track the open rates click through rate, and so I know we're kind of backtracking from alumni to onboarding.

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Theresa Ludvigson: But we're having a 95% open rate throughout the entire first year, because we know that the content is relevant, so you can reverse that and do that for your alumni to just ensure that there's always that engagement.

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James Sinclair: I mean that is such a big learning again for people on this core of sequential campaigns preempting what they're going to need.

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James Sinclair: These are not expensive steps, and I think there's a lot of people on this call that are like where do I start there's a lot of people that have alumni communities, a 10th of the size of yours, who are.

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James Sinclair: overwhelmed on a day to day basis because they're trying to manage it with kind of will power and strength.

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James Sinclair: And that's not a strategy for growth, you know to you mirror how to you, I guess onboard your new recruiters, how do you introduce alumni as a talent pool to them How does that conversation go.

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Mira Pitkin: So I would say again it's.

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Mira Pitkin: Just using the tools, you know chaining knowing how to.

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Mira Pitkin: Access the market access to market talent and really understanding how to use it and interpret the data.

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Mira Pitkin: Okay.

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Mira Pitkin: yeah and that it's as simple as that that is not as much magic when it comes to recruiting.

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yeah.

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Theresa Ludvigson: And we also I think it's it's enabling all our recruiters as well as our hiring managers.

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Theresa Ludvigson: So, to be able to interview candidates, you are required to take a train on inclusive hiring here at salesforce.

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Theresa Ludvigson: Where you're hiring without bias, where you don't make assumptions and you look at a resume that this is what this person is qualified to do so, we go through a lot of motions and we're really creating that.

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Theresa Ludvigson: And really ensuring that if you're going to be hiring here at salesforce you need to understand what inclusive hiring means and you can't bring in that you know that bias it's really amazing we have hiring managers here they've been here for five plus years and they're still learning.

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Theresa Ludvigson: Right and it's the feedback we're getting from these trainings are really incredible.

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Theresa Ludvigson: You know when when example is and i'll ask you know kind of ask you James like think about you know.

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Theresa Ludvigson: Some people might think it's a best practice that ass but there's a group interview that you share feedback with each other right on how that can it did, but that's actually very an inclusive.

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Theresa Ludvigson: Like you interview someone and you just send that feedback of what you personally think you don't have the sessions beforehand, because then.

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Theresa Ludvigson: You are you know there's bias right years it could be made up or changed.

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Theresa Ludvigson: Like when we interview like if i'm on a panel interview i'm looking for competencies and i'll get assigned Teresa you look at these two currencies for this candidate, that is all you're looking at.

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Theresa Ludvigson: This you know Mira you're looking for these two constants that is all you're looking at and you submit that feedback and you're not having discussions previously on this candidate.

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Theresa Ludvigson: We want to make sure, everything is super equal and we are you can maybe speak more to that I thought the recruiting expert but.

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Mira Pitkin: As the hiring manager.

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Theresa Ludvigson: Behind it i'm like this is game, this is a game changer, thank you for educating the salesforce on how I should be hiring simplicity.

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Mira Pitkin: I am so happy that he's hearing you to say this because in the recruiting we keep saying that all time and hearing.

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Mira Pitkin: leader hearing hearing a business leader to say all this, it means a lot, because it does go back again to the equally did the inclusive hiring to cheat think everyone in the same way, so interview training.

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Mira Pitkin: using the same tools, using the competencies, but really working in partnership with the business sort of agreement and business works in a partnership.

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Mira Pitkin: The really defined defined but at all it's like and what do we need to focus on and that's how we select the right candidates, but that will again go to everyone, not just alumni.

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James Sinclair: yeah I know I know I wasn't going to ask you mirror, I know, whatever so so.

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James Sinclair: So let me go even wider so Theresa it's you know you and tj running this program, how do you find out, like all these.

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James Sinclair: Things that you could I guess piggyback on or all these things that you can be accessing like I got a I.

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James Sinclair: got a text message from someone saying, Australia, how she finds out knowledge of things you can do with her alumni on a day to day basis, because a lot of people are looking at like what do I do with them, you know I have this pool here, and I think there's a question in there somewhere.

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Theresa Ludvigson: yeah Okay, so one when we do our spotlight for alumni we within our alumni community we said.

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Theresa Ludvigson: Within our newsletter example will say hey are you interested in getting your stories featured here's your chance to be to really.

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Theresa Ludvigson: You know augment your brand on your social brand so people submit they'll fill out a quick survey and then we kind of read through that see who has a really compelling story so, for example.

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Theresa Ludvigson: When we had earth month we had an alumni who started she had her startup called cyber carbon and then that startup she's helping people understand what their carbon footprint is i'm like oh my gosh it's so timely.

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Theresa Ludvigson: We had another spotlight, and it was actually released on national dog day or national pet day, where we had alumni who left salesforce to start his own dog training company or like that's what we're using you know, so we kind of look at what's happening.

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Theresa Ludvigson: Right, you know it's just socially and then we kind of kind of pick stories that way.

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Theresa Ludvigson: But we have again just we're doing we're partnering with Google right now.

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Theresa Ludvigson: To do a program called I am remarkable so For those of you that heard it it's about how do we elevate women's voices they feel that they can talk about what makes them great because it's really hard, sometimes for women to be very vocal about their accomplishments.

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Theresa Ludvigson: So we've got program is running within salesforce for employees and we're like, why not share this our alumni share this goodness, and so we had we open up this training for alumni to take this remarkable training.

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Theresa Ludvigson: And in that small cohort that small setting they kind of see like.

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Theresa Ludvigson: The power that they have to create small ripples of change and we actually had an alumni who took that training love it so much that they got certified.

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Theresa Ludvigson: To be an I am remarkable facilitator, so it just depends on like what's happening within salesforce and is it relevant for our alumni to also adopt and take advantage of.

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James Sinclair: Do you see any feedback of.

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James Sinclair: You know kind of the alumni pre program of how it's viewed in the organization, do you see it ever being pigeon holed or know everyone just.

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James Sinclair: This is salesforce culture, I guess i'm looking for the negative side of alumni programs I and i'm not meaning to put that in a negative.

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James Sinclair: Pictures raise it but, as you think about other companies who run these programs and they're trying to get out of their silo they're trying to get their senior leadership to be like look, this is amazing look at what we have.

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James Sinclair: But it's tough because they're like well you know, is it, they left you know if they hadn't have left, we might love them a bit more, do you ever get did you ever have that sequence is that has that been a change in salesforce and kind of celebrating the leavers or is that.

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Theresa Ludvigson: Yes, I would even say that our executive leadership team they're getting updates on what we're doing from alumni program perspective as well and.

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Theresa Ludvigson: You know, we had one I won't say which leader, but he had received the spotlight, and he emailed me said, could we spotlight ex employee, because I want him back right and so there's an idea of like if they let's quickly see feelers out there, because this is.

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Theresa Ludvigson: We we know when we lose awesome people.

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James Sinclair: Right, and so what.

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Theresa Ludvigson: We do, to show them that, no matter where they're at we still think they're amazing right, because I think that gives them a sense that the door hasn't completely closed.

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James Sinclair: Can I asked more questions on that email to senior leadership, and I know you're pretty strict on what you can and can't say how often how big a group, like what are you, is it pie charts and numbers, or is it empathy and a sentence.

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Theresa Ludvigson: How do you mean I indicate.

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Theresa Ludvigson: it's I think it's empathy in a sentence, you know I feel like.

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Theresa Ludvigson: One thing I love about this company, even though we've been so big is that everyone's accessible and I think that's one of the things that.

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Theresa Ludvigson: boomerang say when they come back they're like wow I didn't realize how easy it was to innovate bring your ideas reach out to senior leadership, if you had feedback or suggestions.

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Theresa Ludvigson: Those are things they missed when they left salesforce and so with me like when i'm sending updates to the leadership team i'm pretty real like these people have known me since.

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Theresa Ludvigson: I before I was even married like this one of the funny joke about being in salesforce is like.

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Theresa Ludvigson: When I joined salesforce I was single I got engaged I got married I had two children I got divorced.

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Theresa Ludvigson: But salesforce has been my constant right, and so this team knows me that, like I grew up at salesforce I think when I do get them updates and really comes from a place of just realness and empathy and.

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Theresa Ludvigson: Just be you know saying hey, this is what we're doing and we care so much of our people and that's a message that they also.

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Theresa Ludvigson: Are you know feel very strongly about they do see the value of US keeping people connected, and you know, one of the things that you might have heard as.

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Theresa Ludvigson: We know better, when you're in salesforce ecosystem of your part of our family right that is deeply rooted in our company, and so I just presented about 500 new hires yesterday.

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Theresa Ludvigson: On this like this day, training, culture, training, that we have, and I said tell me if you're a part of the salesforce family before you were actually salesforce employee.

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Theresa Ludvigson: So you're part of salesforce family when you're a customer your salesforce family when you're a partner if you're a trailblazer if you if you're part of the salesforce if you live.

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Theresa Ludvigson: In a Community where salesforce offices right, you are part of our family and so it's really cool to see these new hires now share their story about.

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Theresa Ludvigson: You know, I was a partner, I was a customer and the reason why kamus salesforce because I always felt part of that family so from alumni perspective you're always part of our family and you'll see.

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Theresa Ludvigson: You know, two days very good and I was like who's this tj guy but you know when someone posts on linkedin like this is, you know spent eight years at salesforce has been an amazing ride i'm really going to miss my colleagues.

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Theresa Ludvigson: tj cities that on linkedin he's commenting don't forget to join the alumni network we're going to do you know I don't know how he sees these things he's as he's magic he works magic but right away publicly people see we're not upset that you left, we want to stay connected.

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James Sinclair: yeah and I, so I love that concept and again it's these are small, these are not expensive tasks that require a good team, these are human tasks of.

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James Sinclair: someone's leaving they're celebrating their moment it takes nothing to wish them the best of luck, it takes nothing to press like it takes nothing to formally recognized their impact.

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James Sinclair: And so I think of all the takeaways that i've heard so far that's the biggest one of everything that you're doing.

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James Sinclair: None of them are mind blowing and I don't mean that negatively, I mean that amazingly that you've created a system and a structure.

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James Sinclair: That works for your organization that doesn't take massive resources and that you know you've scaled with the times and using your own technology, and I think that was the one thing I wrote down about.

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James Sinclair: The clouds I got a couple of messages in the Q amp a asked him one second what is this financial required I don't force you into a sales pitch so.

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James Sinclair: yeah I promise afterwards I will look into that.

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Theresa Ludvigson: But I you know I think one thing is very cool is that um you know when we do a spotlight that employee or that alumni post their spotlight on their linkedin right.

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Theresa Ludvigson: And you just see these comments come down down down like oh my gosh how amazing that salesforce showcased you how amazing this topic here is about what you're doing now and, like those that genuine appreciation like you can't pay for that right.

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Theresa Ludvigson: And so it's so awesome, and I mean we love doing it, and one thing personally selfishly I love doing these because I get to reconnect with people that I met years ago and kind of see how they're doing that's just like.

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Theresa Ludvigson: You know it's like a long lost friend is pick up where you left off and US kind of get excited to see where they're at today.

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James Sinclair: it's also a great sales model of kind of getting the word of the alumni program out there for perhaps people who left historically, you know when they see one of their old colleagues post they're like oh.

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James Sinclair: Maybe I didn't know it well, maybe I didn't know but I hadn't got to it, so I assume it's a good acquisition tool as well kind of using your alumni as your channel.

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James Sinclair: I have a question a couple of questions, while we have you know about seven minutes left if it's Okay, can I transition to those.

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James Sinclair: mirror howdy.

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James Sinclair: How do you keep, how do you keep your team honest, you know you talk about equality talk about inclusive city, how do you manage that process with all of the bias that just does exist wow that's a big question that could take two hours to respond.

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Mira Pitkin: and definitely it can, but again, it goes back to the values so as we mentioned at the start, so the salesforce policies equally discussed in a second it's also trust and.

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Mira Pitkin: So and it's how you really treat people how you change the team, so if it goes to record we think.

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Mira Pitkin: And being honest and taking bias out it's it's the interview training it's the enablement letting making sure that everyone is comfortable talking about it, making everyone empowered to feel to have the.

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Mira Pitkin: This you know, there are conversations that might be challenging not everyone might be comfortable to have those conversations so really being there supporting everyone and listening.

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Mira Pitkin: And just really leading with empathy that's kind of one of those things yeah and and and the trust comes with it and that to me that's just how you cheat someone else so and that's how you want to be cheated when you are the company.

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James Sinclair: just be a good human right that seems to be like a running theme which is just be a good human and treat people how you want to be treated and you'll end up with a with a with a Community that's good or better I love that.

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James Sinclair: jump into Teresa the the conversation around where do you see alumni going in the next few years, you know as you start to plan.

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James Sinclair: To questions in that and emerging a couple of questions, one is do you build a strategy, each year, do you build a goal each year.

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James Sinclair: And the second is what is the next 12 months of alumni look like you know with return to work, no return to work and all of these questions again to our question for them.

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Theresa Ludvigson: yeah I will first start, I think the biggest measure for our success really is around the player brands like that is big for me and.

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Theresa Ludvigson: I also think about you know how can we be able to promote the amazing work our alumni doing so, for example, with our use of philanthropy cloud we're going to be able to say, by the end of the fiscal year.

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Theresa Ludvigson: Our alumni have contributed X amount of dollars to nonprofits our alumni have contributed X amount of service hours that is awesome it's showing that we are.

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Theresa Ludvigson: We are introducing these core values to employees when they're here at salesforce and they're taking them to their future organizations right and we're able to measure that social impact, so I think that is very cool.

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Theresa Ludvigson: When I think about you know I mean, I just want to expand the reach of the things that we're dealing when we think about our quality values like I mentioned that I am remarkable workshop.

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Theresa Ludvigson: In one workshop we're able to get another person who's not a salesforce employee certified under delivering this to within their company that's an amazing impact as well you know we're able to say, like our alumni have.

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Theresa Ludvigson: helped contribute xml of employee referrals that were qualified and great, and now we have X amount employees that are now part of salesforce things to one my referrals that's awesome too, so I think there's there's so much to be said there.

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Theresa Ludvigson: So yeah it's kind of I don't really know what the future holds for letting Providence is a few things just measuring the impact, but if anything.

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Theresa Ludvigson: I you know i'd say that because we're so firmly rooted in our technology platform that's what's really helped us through the pandemic.

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Theresa Ludvigson: Like if I you know I mentioned that marketing cloud email journey right you're nurturing these employees, when we are all in office, we still had those emails in place right and so when we went remote.

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Theresa Ludvigson: they're still getting that friend or that gentle nudge of things that need to be doing.

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Theresa Ludvigson: You know, we use our lightning platform to build an onboarding APP so it's like a task tracker APP of all the things they need to do so when we we have at an office and we went out of office, we still had that so we're actually working right now to build.

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Theresa Ludvigson: An off boarding APP for our alumni so that they can access it i've looked at a little teaser sorry to put now if I say it you're held accountable to do this do.

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James Sinclair: You do Friday cj.

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Theresa Ludvigson: yeah but the idea is, how can we leverage slack right so that was that was an alumni or.

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Theresa Ludvigson: Someone becomes an alumni they could go into a slack channel and see the things they need to do to make sure that they fully off boarded so again we're just using technology and tools to make sure that things are seamless and easy for employees and for our alumni.

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James Sinclair: yeah and I got another question it wasn't even a question, there was a lot of people saying i'm jealous I got to i'm jealous that came through to me, because what we're hearing is.

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James Sinclair: That you want to do something with slack and that's achievable there's a lot of people on this call, who are like I wouldn't even know where to go I wouldn't even know where to start.

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James Sinclair: And I don't even know if i'd get that approval, but I think you know as we round out this conversation there's three core learnings number one is employer brand is king or queen period.

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James Sinclair: It just is, and you can measure that really well it's not how many recruits how many referrals yes, maybe that's important.

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James Sinclair: But how's our brown doing out there to people like it people engaging with it that's the KPI and it doesn't have to be so explicit have converted this number of people it's yeah.

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Theresa Ludvigson: it's the right well the glass the glass door things amazing to, can you imagine if you have a high rated glassdoor review from.

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Theresa Ludvigson: Someone who's leaving the organization, you have to get these like bitter employees, I want to leave but ours are like oh my gosh spent 10 years at salesforce it was amazing I love X, Y Z and you can see there's a prior employee like that.

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Theresa Ludvigson: yeah it's also gold right.

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James Sinclair: yeah so that's huge that kind of social impact, the second is the size of your team and the use of technology and just to get on with it and to automate and to scale and just get on with it period.

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James Sinclair: Because now there's no excuses you've really set the bar extraordinarily high of there's no excuses of too busy.

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James Sinclair: And I love that and I think that third the more than anything is that a quality just because your alumni it doesn't actually give you a competitive advantage.

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James Sinclair: getting through the door, it might give you one individually, because you know the people you know the conversations you know the values going in but your recruiters gonna stick to that.

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Theresa Ludvigson: Oh yeah I mean I think a perfect examples, when I joined salesforce as an account executive we had one product.

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Theresa Ludvigson: It was SSA sales force automation That was all we had now we have over 400 products skews right like 400 products to sell like if I came back, I would not.

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Theresa Ludvigson: be an advantage, because I, when I was at salesforce as a salesperson I just sold one product, and now we have barking clavell they have to be cloud commerce cloud all of these products right.

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Theresa Ludvigson: So, again that's new to this reader i'm you're like it doesn't give you an advantage, but one thing that does give you is that you understand the culture and you appreciate the values and culture that we have here.

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James Sinclair: I absolutely love, all of this, there is no way i'm not following with tj about your off boarding APP on lightning because I know everyone's going to care about that, by the way, tj or later was do yesterday.

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James Sinclair: So with that Teresa Mira you both have been amazing sports Thank you so much for taking this time with us, I really appreciate it and yeah Thank you so much for your insights your wisdom and all of that.

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Theresa Ludvigson: You know, James I need to thank you for not asking us to prepare slides So this has been.

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Theresa Ludvigson: A lovely stuff taking those slide decks this great conversation.

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Mira Pitkin: Thank you so much for having us.

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James Sinclair: Thank you so much guys have a great day, everybody else Thank you so much.

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Mira Pitkin: Thank you bye bye.