Cloudforce Essentials For Financial Services - Oct 2012

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Social Connection and the Enterprise Trust + Vision = Revolution

Peter Coffee
VP/CTO & Head of Platform Research
salesforce.com inc.

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Cloudforce Essentials For Financial Services - Oct 2012

  1. 1. Social Connection and the Enterprise Trust + Vision = Revolution @PeterCoffee Peter Coffee VP/CTO & Head of Platform Research salesforce.com inc.
  2. 2. Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-lookingstatements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions In Other Words:proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, includingany projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plansof management for future operations, statements of belief, any statements concerning new, planned, or upgraded services ortechnology developments and customer contracts or use of our services. Everything ThatThe risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering newfunctionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results andrate of growth, interruptions or delays in our Web hosting, breach of our security measures, risks associated with possible mergers You See Hereand acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain,and motivate our employees and manage our growth, new releases of our service and successful customer deployment, ourlimited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further informationon potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report and on our Form10-Q for the most recent fiscal quarter: these documents and others are available on the SEC Filings section of the Investor is RealInformation section of our Web site.Any unreleased services or features referenced in this or other press releases or public statements are not currently available andmay not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based uponfeatures that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements. @PeterCoffee
  3. 3. Social Revolution:Social Networking Surpasses EmailSo what? 150M conversations per day 2009 2010 2011 2012Sources: Twitter, Visible Technologies @PeterCoffee
  4. 4. Social Networks: More Than Just ‘Sum of the People’(Arcs Represent Number • Distance of Facebook ‘Friend’ Links) @PeterCoffee Pop quiz: where is Beijing?
  5. 5. The New Corporate ‘Home Page’ 123% Fortune 100 Facebook Fan Growth 100 Facebook Activity growth in social Fortune Fortune 100 Web Traffic Activity customers Fortune 100 Web Growth “We analyzed the website traffic of Fortune 100 websites based on ‘unique visits’. The study revealed that 68% of the top 100 companies were experiencing a negativeJun 2010 growth in unique visits over the past year... 40% Dec 2011 exhibited higher traffic toWebtrends, “The Effects of Social Networks on the Mobile Web and Website Traffic”; their Facebook pageGoogle Social Media Analysis Study compared to their website.” @PeterCoffee
  6. 6. The Social Customer Plays by New Rules• Old Customers: – Prospects get content from Marketing – Buyers negotiate terms with Sales – Customers raise issues with Support• Social Customers: – Prospects seek insights from customers – Buyers collaborate on competitor research – Customers tell the world when they’re not happy• Companies need new organizations & processes – Power to address issues pushed to edge of organization – Collaborative response available on demand @PeterCoffee
  7. 7. The Social Customer and Financial Services• Old Customers: – Pension fund managers choose investment options – Mainstream publications highlight trends – Brokers identify opportunities / handle transactions• Social Customers: – Defined-contribution plans: every employee a planner – Real-time information available to all – Self-service analysis and trading• Financial Service players differentiate with: – Timely content and rich planning aids – Superior data feeds and trading tools @PeterCoffee
  8. 8. The General Case: ‘Connected’ Revolution Medicine: sensor-equipped patients & homes reduce office & hospital visits Education: students in external settings learn by practice @PeterCoffee
  9. 9. Business is Social Enterprise Adoption of Social Networking 70% adoption “ $1.3 Trillion in value can be unlocked through social technologies. ” 2008 2009 2010 2011 2012 Source: 2012 McKinsey Global Institute Study: “The Social Economy” @PeterCoffee
  10. 10. Social Success – By Every Measure +32% +29% Sales Productivity Innovation +34% +34% Customer Employee Satisfaction Satisfaction Your Team; Your Customers +37% +31% Campaign Employee Effectiveness ProductivitySource: 2012 Third-party survey of 5,500 salesforce.com customers @PeterCoffee
  11. 11. The social revolutionis a trust revolution @PeterCoffee
  12. 12. Granular Privilege + Ecosystem Options @PeterCoffee
  13. 13. All Assets Secured, All the Time “When hundreds or even thousands of other businesses are using exactly the same operational infrastructure, all of them…benefit from the hardening of the infrastructure after any of them come in contact with a newly detected threat.” @PeterCoffee
  14. 14. All Assets Secured, All the Time “Despite resource sharing, multitenancy will often improve security… “Our research and analysis indicates that multitenancy is not a less secure model — quite the opposite!” @PeterCoffee
  15. 15. Trust is Earned by Transparency @PeterCoffee
  16. 16. Continuing Availability Improvement Spring ‘11 Summer ‘11 Winter ‘12 “Great work reducing the pain of the quarterly upgrade so dramatically. The difference to our business between 2 or 3 minutes of downtime and 2 or 3 hours can’t be overstated.” @PeterCoffee
  17. 17. Trust Attainment Enables Cloud Adoption• Robust infrastructure security• Rigorous operational security• Granular customer controls – Role-based privilege sets – Convenient access control & audit• “Sum of all fears” scrutiny – Multi-tenancy shrinks attack surface; slashes opportunities for error – The most demanding customer sets the bar – PCI DSS Compliance Level 1; FIPS 199 LOW and MODERATE – Comprehensive, continuing audit/certification @PeterCoffee
  18. 18. Social Velocity Leads to The Cloud• Old Cloud: Centralization + Automation  Cost Reduction – Distant resources: considered to be a tolerable nuisance – Security: assumed to be a challenge, and compliance a barrier – ‘Cloudwashing’ of legacy products: tempting and easy• New Cloud: Connection + Simplification  Acceleration – Data and process in cloud are closer to everything else you need – Security is part of the service; audit trails are easy to provide – You can’t ‘connectwash’ a server, no matter how much virtualization you apply or how many ‘private clouds’ you proclaim – In false clouds, you pay for resources… …in true clouds, you pay for opportunities @PeterCoffee
  19. 19. Customer Success in True Clouds On spec, on time, on budget deployment of a fully tested, proven cloud capability: trusted security and global availability Modern applications, driven by user feedback for continuing improvement – with “clicks, not code” customization “No Software”: what’s paid for is function, not code. Continuous scrutiny of operations, maintenance of facilities, and world-class security are literally “part of the service” Multiple upgrades per year: no disruption, shrinking deployment times, backward compatibility to previous API releases “The future is already here – just not evenly distributed” - William Gibson @PeterCoffee
  20. 20. Connected Enterprises salesforce.com Social Front-End Any Social Service Marketing App Sales Work.com Network Exchange Back-end Systems Data.com AppExchange Apps Any System Chatter ERP Finance Force.com Site.com Heroku Communities Database.com Cloud, Social, Mobile @PeterCoffee
  21. 21. Thank You @petercoffeecloudblog.salesforce.compcoffee@salesforce.com @PeterCoffee

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