The Internet of Customers is possible today because changes in technology is enabling us to engage in new ways with customers through social, mobile and connected cloud technologies.
With 4.5 billion social users on Facebook, Twitter, YouTube and a host of other networks, companies can reach out to customers and have conversations at massive scale. They can not only solve their problems, but engage with them to market and sell add-on products and replacement products.
And the rapid growth of social is fueled by the rise of mobile. With 5 billion smartphones expected by 2017, mobile apps have become a new way to engage customers, employees and partners. Smartphones have become the dashboard to our life, helping us connect to products, people, information and much, much more.
But even larger than the number of connected people and connected mobile devices are the number of connected products. There are over 50 billion connected products expected by 2017. These connected products let you engage customers as they use your product or service. When customers opt-in, you can gather usage data, help them improve their experience, and solve problems as they appear.
And of course, none of this would be possible without the cloud. Social networks would exist, mobile phones wouldn’t exist, and products couldn’t connect. The cloud gives us an unparalleled ability to quickly connect everything together.
2. #1 in CRM, Cloud Computing &
Innovation
Leadership Innovation Culture
World’s Most
Innovative Company
2011, 2012, 2013
Enterprise Cloud
Computing
Market Share Leader**
#1 Enterprise,
MidMarket &
Small Business
Process & Service
Innovation
salesforce.com’s 15th birthday celebration
Gartner: Market Share
Leader for CRM Software
Spending,
Total Software Revenue
Worldwide, 2013
*Gartner Research Document: Market Share Analysis: Customer Relationship Management Software, Worldwide, 2013, Joanne M. Correia, Yanna Dharmasthira, Chris Pang, April 16 2014
** IDC: Worldwide SaaS and Cloud Software 2012-2016 Forecast and 2011 Vendor Shares
3. 1T
connected
sensors
Customers are More Connected Than Ever
Mobile
58%
faster
deployment
Cloud
4.5B
aggregated
users
Socia
l
5B
smartphones
by 2017
75B
connected
products
Connected
4. Wearables - Next Wave of Mobile Revolution
100% 100%
Wearable Growth Rate - BI Intelligence Estimates, IMS Research, ABI Research
Smartphone Growth Rate - http://en.wikipedia.org/wiki/Smartphone#Historical_sales_figures_.28in_millions_of_units.29
108%
13%
25%
66%
5X
faster growth than
smartphone revolution
Year 1
Year 2
Year 3
Growth Rate
(%)
Smartphones Wearables
5. Wearables - A Whole New Class of Devices
Sensor Enable Unique 1:1 Experiences
Based
(1s)
Context-aware
Augmented
Seamless
Always-on
Simple Tasks
(60s)
Complex Tasks
(10 Min)
7. Innovators are Pushing Boundaries
Investing in Wearable Apps
Always-on
Health
Monitoring
Context-aware
Guided Journeys
Seamless
Check-in
Experience
Augmented
Motion Analysis
8. Wearable App Development is Complex
?
?
? ?
Emerging Space
New Devices, Multiple Form Factors
Limited Development Resources
Basic Tools, Early-stage APIs
Evolving Technologies
Identity, Security, UX & Connectivity Challenges
9. Introducing:
Wear
Evangelizing Wearables in the Enterprise
Salesforce Wear Developer Pack
Jump Start Wearable App Development
Designed for Leading Devices
Build Apps for Most Popular Wearables
Innovative Reference Apps
Explore Limitless Application Scenarios
10. Jump Start Wearable App Development
Salesforce Wear Developer Pack
Open Source Code
Reference Apps & Architectures
Secure, 2- Way Platform Connection
Identity Flow
Enterprise UX Patterns
Developer Engagement
12. Imagine & Build Apps Without
Boundaries
Fast Oil Rig
Repair
1:1 Casino
Journey
Enhanced Sales
Productivity
13. Quick & Safe Problem Resolution
on Oil Rigs
Augmented Image of Repair Site on Google Glass
Full Access to Repair History in ServiceCloud
Live, Hands-free Access to Solutions and Support
14. 1:1 Journey for Every Casino
Guest
Live Tracking of Customer Journey via SmartBand
Real-time Journey Based on Guest Profile
Triggers to Launch New Experiences
15. Real-time Improvement In
Sales Productivity
Real-time Deal Management
Task Management Triggered By Contextual Nudges
Cross-functional Collaboration
16. Summary
Wearables are the Next Wave of Mobile Revolution
Innovators are Taking the Lead with Wearable Experiences
Building Enterprise Wearable Apps is Complex
Salesforce Wear Initiative - Developer Tools & Engagement
Build Apps on Leading Devices
Reference Apps to Inspire
Developers
Editor's Notes
And I love that part of Salesforce.com and I love that part of business and I love that part of the work that we have with our customers. We’re incredibly excited to share that Salesforce.com has become the number one company in enterprise cloud computing in the world, the number one customer relationship management company in the world, the now three years in a row, the world's most innovative company by Forbes, something we could have never imagined, and Fortune's most admired company and that all comes out of our technology model and our business model.
The Internet of Customers is possible today because changes in technology is enabling us to engage in new ways with customers through social, mobile and connected cloud technologies.
With 4.5 billion social users on Facebook, Twitter, YouTube and a host of other networks, companies can reach out to customers and have conversations at massive scale. They can not only solve their problems, but engage with them to market and sell add-on products and replacement products.
And the rapid growth of social is fueled by the rise of mobile. With 5 billion smartphones expected by 2017, mobile apps have become a new way to engage customers, employees and partners. Smartphones have become the dashboard to our life, helping us connect to products, people, information and much, much more.
But even larger than the number of connected people and connected mobile devices are the number of connected products. There are over 50 billion connected products expected by 2017. These connected products let you engage customers as they use your product or service. When customers opt-in, you can gather usage data, help them improve their experience, and solve problems as they appear.
And of course, none of this would be possible without the cloud. Social networks would exist, mobile phones wouldn’t exist, and products couldn’t connect. The cloud gives us an unparalleled ability to quickly connect everything together.
Thanks George, Salesforce has made substantial investments in marketing, because of our fundamental belief that marketers are leading the Internet of Customers. In this new world, where everything is connected -- connected apps, connected devices, connected products, it's the marketer who is leading this business transformation.
And most importantly, HOW people connect and interact has changed. People aren’t accessing social on their desktops. Today, people use mobile apps to access what they need. Mobile makes it easy and intuitive to find information literally at the swipe of a finger.
And every mobile device is location-enabled. It revolutionizes how companies can interact with customers. By using this technology, companies can know exactly where their customers are at any given time if they are using your mobile apps. Smart companies use mobile apps to deliver targeted promotions to customers and relevant information to employees at the right time. In fact, IBM has estimated that there will be 5 billion smartphones by 2017. We are just scratching the surface of mobile. The opportunities to reach every one of your customers is growing faster than ever.
Thanks George, at Dreamforce this past November, we made our biggest launch ever, Salesforce1. Salesforce1 is a revolutionary customer platform with a new set of Platform tools that connects to everything and an App designed to enable you to bring Salesforce wherever you go. And today we have some exciting news to share with you on Salesforce1.
Thanks George, Salesforce has made substantial investments in marketing, because of our fundamental belief that marketers are leading the Internet of Customers. In this new world, where everything is connected -- connected apps, connected devices, connected products, it's the marketer who is leading this business transformation.