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Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
Salesforce Essentials Dubai - Keynote presentation
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Salesforce Essentials Dubai - Keynote presentation

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Connect with your customers in a whole new way. Learn how to become a customer company and transform your organization

Connect with your customers in a whole new way. Learn how to become a customer company and transform your organization

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  • Hello, my name is ____. I am going to take you on a journey and show you how to become a customer company. I want to show you how to connect with your customers in a whole new way.To do this, I am going to tell you a little about Salesforce.com, and then I am going to show how our customers are making a transformation in their business using social, mobile and cloud technologies to connect better with their customers.
  • Hello, my name is ____. I am going to take you on a journey and show you how to become a customer company. I want to show you how to connect with your customers in a whole new way.To do this, I am going to tell you a little about Salesforce.com, and then I am going to show how our customers are making a transformation in their business using social, mobile and cloud technologies to connect better with their customers.
  • Before I begin, just a word from our lawyers.  This is our safe harbor statement which if you cannot read, you can find on our website.  Any purchasing decisions you make should be made based on currently available technology.
  • For thirteen years, salesforce.com has been a driver for enterprise cloud computing.With cloud computing, we are helping the world shift from mainframe and client-server to cloud computing.Cloud computing is a delivery model that allows you to access any application over the Internet. It provides enterprises the fastest path to success. Unlike client server and mainframe, you don’t have to buy or manage hardware, software or infrastructure. With a subscription model, you pay fixed predictable monthly payments with no large, upfront capital expenditures. And with automatic upgrades, we automatically upgrade you three times a year. These means that you are always getting the latest innovation so you can focus on your business, not technology.
  • Our customers have responded to our offerings with lots of enthusiasm. Our customers and their success have propelled us to be the #1 enterprise cloud computing vendor according to IDC and Gartner.And while we’re excited about our business momentum, our ongoing focus is grounded on a firm commitment to innovation and leadership. This is why in addition to being pleased with industry analyst recognition from IDC and Gartner, we’re particularly excited to be cited by Forbes Magazine as the world’s most innovative company for two years in a row.
  • Now, Salesforce.com has always been about a new technology model and a new business model, but we've also created a new philanthropic model. This model is a 1:1:1 model where we give 1% of our equity, employees time, and product to non-profits.Our 1:1:1 model has been so successful that companies like Google have also adopted it.We’ve given over 400,000 hours of community service, $40 million in grants have come out of the foundation, and 16,000 non‑profits use our product for free.Personally, I am involved in…
  • Every decade brings a major revolution in computing.We’ve seen the world shift from mainframe, mini, and client-server computing systems to cloud computing in the 1990’s. Companies like Amazon and Google, led the way in cloud computing and enabled companies like Salesforce.com to bring cloud computing to the enterprise. With cloud computing, we saw another major shift in the 2000’s with the advent of smartphones as companies like Apple and Steve Jobs showed us what was possible on a mobile device.. Mobile is no longer a ‘nice to have.’ It is now a ‘must have,’ and not just for consumers but for businesspeople as well. But it doesn’t stop there.The last few years have witnessed a groundswell in activity toward social media and social networking technologies. We see this in how people are connecting with other people on Facebook, or connecting with jobs on LinkedIn, You see it in how people are getting educated and finding out what’s most important to them by who they follow and the lists they subscribe to on Twitter. We call this the social revolution.
  • Salesforce serves small, medium, and large sized companiesSmall companies benefit with access to enterprise apps and infrastructure that they might not be able to affordLarge companies benefit with the innovation, rapid scalability, and rapid deployment of people and apps in the cloud
  • Collectively, the shift to social, mobile, and cloud computing have given companies entirely new ways to connect to customers. These computing shifts have given birth to major technology revolutions that change how we can connect to customers.Let me walk you through how the shift to social, mobile, big data, community, software & trust are revolutions are changing how we connect with customers.First, Social has given us new ways connect and share. Over 150 Million conversations about companies are happening every day in social media. Your prospects and customers are out there talking.Mobile has given us new ways to interact with our devices and apps on tablets, smartphones, and even desktops and TVs. For sales people, this provides new, easy ways of accessing data to be more productive. These devices are also local aware, we know now exactly where our customers are. We can respond with targeted ads and offers on their devices. For example, Caesar’s Palace casino built their high-rollers and app that delivers targeted offers to their customers based on location. So if a high roller walks into a competing casino, they automatically receive an offer for $1,000 of free chips if they come back to Caesars. That’s local intelligence.With Big Data & Analytics – we can track and analyze more and more customer data to make sense of what our customers are doing. For example, GE tracks maintenance data in its jet engines in real time so they can make recommendations on when and how to service them before the airline even knows.Your Identity is now portable. Your customers want to log in to your consumer sites with their Facebook IDs, Twitter IDs, LinkedIn IDs, and OUR customers want to log into their business applications with their Salesforce IDs. Today, you can log into a Docusign app automatically using your Salesforce ID to sign a sales contract. That’s productivity.And customers want to join and be part of a community. They want to share with each other. GE created a community of CFOs from mid-market companies on Salesforce called GE Access. It’s a place CFOs can share ideas and best practices to learn from other customers, from GE, and experts in the industry.And the world is moving into a set of Ecosystems. The Apple ecosystem. The Android ecosystem. Are you a platform for others or do you operate in a silo? You need to open up and let others integrate and interoperate with you. You need to become an app company And you do all of this in the cloud. It connects everything. You don’t need servers or data centers to connect anymore.
  • With 4.5 billion people connected to social networks today, social has become the new way for sharing what we are doing and what we care about in our personal lives. And for businesses, there are over 150 million daily conversions happening that are related to products and companies. People are talking about your products and your company. This is how your brand is being created. You need to be able to connect with these customers.Companies like Coca-cola recognize this and use social media to engage with customers. Coca-cola has built facebook apps, mobile apps, games and all kinds of apps to engage customers. Coca-cola has over 50 million fans on Facebook today.
  • Secondly, how people connect and interact is changing, too. Today, people use touch apps to access what they need. Touch apps makes it easy and intuitive to find information literally at the swipe of a finger. For many companies like Kimberly Clark, they let their customers sign contracts right on a tablet device. It’s amazing. For a sales person, it’s a simple and fast way to get contracts completed.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.For example, Caesar’s Palace Casino, a Salesforce.com customer, delivers targeted promotions to its high rollers. When a high roller enters a competing casino, Caesars can deliver the high roller a promotions for $1,000 in free chips if they come back to Caesars. That’s local intelligence.
  • You can’t have any of this: community, mobile touch apps, social - any of these revolutions without the cloud. The cloud provides a single place for all the data and applications to reside. And the best part about it is that you don’t have to manage any of it today. Companies like Salesforce.com will manage the data center for you. That’s why is a $111 billion industry growing faster than any other part of technology.
  • Today, your customers, your employees, your partners are connecting by taking advantage of these revolutions. They are using mobile, touch devices, they are on social networks, participating in communities. But what about your company? Are you connected? Are your products connected? Are your back-end systems connected to this new world? Do you have all the information your sales, service, and marketing employees need, all connected in the cloud?Most companies don’t.
  • We love our industry. We love our industry because it's constantly changing, it's constantly evolving. And look at this. [Click]
  • Based on the success of our customers, we see five key steps in becoming a customer company. You don’t have to do these in any particular order, but they do build on each other, so the more you do, the more successful you are.Now, let me walk you through each of these steps and explain in some detail what I mean.
  • First, becoming a customer company means that you need to market to customers wherever they may be. This is more difficult than ever before because there are so many conversations happening in social media and customers are heavily relying on mobile devices. Your customers are out there talking about you and your products. You need to listen and join the conversation. You need to publish content that is relevant and engaging and you need to be able to promote that content using insight from across your business.For example, there is no better way to listen to your customers than by building a social media command center. Customers like Dell, Gatorade, and Chase have all done this, even events like CES and the World Economic Forum. And, they are not only listening, but they are engaging with these customers and responding to their questions and comments. For the end customers, it is sometimes surprising when a Tweet to a company is actually answered, but it is also important to let them know that you are listening.
  • Of course, it’s critical that once you’ve listened and engaged with customers, that you close business with them. Sales today is a team sport, the most successful sales people today leverage their entire company to close deals. They create private communities to collaborate with product experts, finance, and executives across the company on their deals. For example, Trunk Club leverages the sales cloud to collaborate across their company in real-time. Every interaction with a customer is tracked right inside of Salesforce so stylists can leverage previous insight, social conversations, purchases, returns & even customer sizing charts to deliver an awesome experience. In contrast, if you walk into a major department store, one that you have visited hundreds of times before, will likely have no idea who you are.Trunk Club Video: http://www.youtube.com/watch?v=vOfF0eRlCJM(optional) Additional story: NBC sells as a team across all its media properties. For NBC, it’s easy for their account executives to sell an ad on Mad Money or CNBC because they are full visibility across these properties in Salesforce, and they can collaborate across their company using Chatter. For NBC, it’s easier and faster to close business because they sell as a team.
  • Okay, you’ve closed the sale, what’s next? You need to help service your customers and turn them into evangelists for your company. They have questions about your products and today those questions might come through your website, a mobile app, Twitter, or from your products or services. You need to service your customers everywhere, across all these channels. Companies that do this well, in real-time, create lifetime relationships with their customers and deliver superior customer service.For example, Activision is really delivering amazing customer service through the use of the Service Cloud. Customers can not only ask for help right inside of Call of Duty, but can also engage with Activision employees and other gamers through a custom community, through social networks or just about any channel, Activision manages it all from one place. They are now able to resolve 60,000 cases per month and have achieved a 36% increase in customer satisfaction.Salesforce customers that provide these types of experiences are improving customer satisfaction by an average of 37% according to third party research.Activision video: http://www.youtube.com/watch?v=_xoHTWkMKM4
  • In order to truly become a customer company, you need a customer platform. A platform in which sales, service, marketing & applications, even products can leverage shared customer data. A platform that is easy to build applications that connect customers and employees in new ways. Today, every company is becoming an app company. Apps are the new way to connect with customers on their smartphones, tablets, and the desktop. Apps are even enabling connected products, IDC estimates that we will have over 3.5 Billion networked products by 2015. It doesn’t matter if you are in consumer products like Coca-Cola or Canon or in retail like Burberry, you need applications to deliver a consistent customer experience.Burberry is a great example. Burberry is “blurring the lines between mobile, physical and digital” by delivering a consistent experience across the web, social, service and in the store. Their store associates have touch devices that they can use to look up customer accounts using a clienteling app from Salesforce that helps them manage all their customer data in the cloud. With this app, the store associate has the same information that the website and call center all have about customers. They are even enabling connected products, like RFID tags in their coats and handbags, when you pick up a garment, you can see where and how it is made, the craftsmanship and history.Burberry video: http://www.youtube.com/watch?v=DzBIYwZsut0
  • With the popularity of Facebook & Twitter and the explosion of mobile devices, the world is shifting to more of a feed first environment. This is transforming the way that we work & collaborate with customers. Today, your customers want to be a part of a community. They want to engage with other customers, your employees and your partners. They want to collaborate to find answers, ideas and connect with other people. Companies are doing this with private and public social networks to build communities. Some companies are building employee communities. Some are building customer communities. Some are building partner communities.GE Capital is a great example of a customer that has built a partner and customer community called GE Access. GE Access, that you can see here on this screen shot is a community of CFOs from mid-market companies that share information with each other about their industry that helps them with questions and new ideas. GE Access has been a huge hit for GE, helping them build deeper relationships with their customers and partners.GE Video: http://www.youtube.com/watch?v=j3oLfn_nvUQ
  • If you can do this and act on these seven steps, you can become a customer company. You can connect with your customers in a whole new way..
  • Hello, my name is ____. I am going to take you on a journey and show you how to become a customer company. I want to show you how to connect with your customers in a whole new way.To do this, I am going to tell you a little about Salesforce.com, and then I am going to show how our customers are making a transformation in their business using social, mobile and cloud technologies to connect better with their customers.
  • For thirteen years, salesforce.com has been a driver for enterprise cloud computing.With cloud computing, we are helping the world shift from mainframe and client-server to cloud computing.Cloud computing is a delivery model that allows you to access any application over the Internet. It provides enterprises the fastest path to success. Unlike client server and mainframe, you don’t have to buy or manage hardware, software or infrastructure. With a subscription model, you pay fixed predictable monthly payments with no large, upfront capital expenditures. And with automatic upgrades, we automatically upgrade you three times a year. These means that you are always getting the latest innovation so you can focus on your business, not technology.
  • [before click] Cloud Computing is a very different model than software. With software, you would typically have large, upfront capital expenses for the software and hardware. Then, as you upgrade, you would undergo additional, large expenses to upgrade the hardware and software over time, which really cuts into the value that you would get.[after click] with cloud computing, all the capital investment expense goes away, along with the upgrade expenses. The capital costs are gone because you don’t have to purchase the hardware, data center, and software. You also don’t have the expense of upgrades, we take care of this for you, automatically. Cloud Computing is a faster, more economical approach than software.
  • Trust is salesforce.com’s highest value. Without the trust of our customers, we wouldn’t exist. Our platform and applications are the most secure, most reliable in the industry.At our Trust.salesforce.com site you can see the real-time information on system performance and security.The number of transactions that we’re running on our datacenters have been increasing at a tremendous rate over the past few years. We’re now up to 59 billion transactions per quarter, which is a 69% increase YoY.Additionally, we continue to improve the average page time that our applications take to load. In FY13, the average page time load is only 241 ms!
  • To deliver the next generation of social and mobile computing in the cloud, we've completely rebuilt our architecture. We offer applications for sales, service, marketing, Work.com and our AppExchange marketplace for partner applications. All of these applications use Chatter for social collaboration and are supported with customer and account data in Data.com.And or course, it all runs on the Salesforce Platform with Site.com, Force.com, Heroku, communities and database.com. All of it runs in the cloud, with social and mobile capabilities built into every application. It's an incredible new vision for all of you and we're really delighted that you have inspired us to this incredible new place.
  • Transcript

    • 1. Robin FisherRegional Vice Presidentrfisher@salesforce.comConnect With Your Customers In A Whole New Wayie.linkedin.com/in/fisherrobin
    • 2. Robin FisherRegional Vice Presidentrfisher@salesforce.comConnect With Your Customers In A Whole New Wayie.linkedin.com/in/fisherrobin
    • 3. Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995:This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any suchuncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differmaterially from the results expressed or implied by the forward-looking statements we make. All statements other thanstatements of historical fact could be deemed forward-looking, including any projections of product or service availability,subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans ofmanagement for future operations, statements of belief, any statements concerning new, planned, or upgraded services ortechnology developments and customer contracts or use of our services.The risks and uncertainties referred to above include – but are not limited to – risks associated with developing anddelivering new functionality for our service, new products and services, our new business model, our past operating losses,possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of oursecurity measures, the outcome of any litigation, risks associated with completed and any possible mergers andacquisitions, 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. Furtherinformation on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual reporton Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter.These documents and others containing important disclosures are available on the SEC Filings section of the InvestorInformation section of our Web site.Any unreleased services or features referenced in this or other presentations, press releases or public statements are notcurrently available and may not be delivered on time or at all. Customers who purchase our services should make thepurchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and doesnot intend to update these forward-looking statements.
    • 4. Our Mission: Cloud Computing Driver, Catalyst andEvangelistMainframeToday1960sClient/Server1980sNo Hardware/SoftwareSubscription ModelAutomatic UpgradesConstant InnovationEnterpriseCloud Computing
    • 5. #1 in Cloud Computing and CRM#1World’s #1CRMCloudComputingInnovation2011, 2012
    • 6. 1%Time • Equity • Product445,000+Hours Service17,500Non-profitorganizations$40 M+Grants
    • 7. The Customer Revolution1960sMainframeComputing1970sMiniComputing1980sClientServerComputingx 10x 100x 1,000x 10,000x 100,000x2010sSocialRevolution1990sCloudComputing2000sMobileComputing
    • 8. Serving Companies of All SizesEnterpriseMediumSmall
    • 9. SocialNew waysto connectTrustNew ways tobuild relationshipsMobileNew ways toreach customersBig DataNew ways todiscover insightCommunityNew ways tocollaborateAppsNew ways tobuild appsCloud ComputingNew ways to connect everythingNew Ways To Connect With Customers
    • 10. Social RevolutionCustomer Companies Engage on Social ChannelsShare Feeds, Profiles, Groups, and Files4.5 Billion Aggregate Social Users
    • 11. Touch RevolutionTouch & Local Aware AppsReach Customers Anywhere1.7 Billion Touch Devices Shipped in 2012
    • 12. Cloud Revolution$111 Billion Industry in 201218% YOY GrowthSalesforce.com: #1 Enterprise Cloud Vendor
    • 13. Companies Disconnected from their CustomersYour Customers, Employees, andPartners are Connected…Is Your Company Connected?
    • 14. How do you become acustomer company?
    • 15. Five Questions To Become a Customer Company:1. How do you market to customers when they are everywhere?2. How do you sell as a team with your customers?3. How do you service customers when they are everywhere?4. How do you build a customer platform?5. How do you transform the way you work?ConnectedProductsConnectedPartnersConnectedEmployeesConnectedCustomers
    • 16. 1. How Do You Market to Customers When They Are Everywhere?#1 Social Marketing ApplicationListen, Publish & Advertise94% Improved Brand Monitoring with the Marketing Cloud
    • 17. 2. How Do You Sell as a Team with Your Customers?World’s #1 CRMChatter: Collaborate on DealsData.com: Enrich Your ProfilesWork.com Motivate and Align Sales Teams
    • 18. 3. How Do You Service Customers When They Are Everywhere?#1 Customer Service & Support ApplicationCreate a Consistent Service Experience on Every Channel37% Improved Customer Satisfaction with Service Cloud
    • 19. Customer ProfileSalesMarketingProductService4. How Do You Build a Customer Platform?#1 Customer Cloud PlatformFast and Easy to Build Mobile and Desktop AppsHeroku for Customer AppsForce.com for Employee Apps
    • 20. 5. How Do You Transform the Way You Work?#1 Enterprise Social NetworkBuild Employee, Customer, & Partner Social NetworksCreate Private and Public Social Networks
    • 21. Become A Customer Company:Connect With Your Customers in a Whole New WayConnectedProductsConnectedEmployeesConnectedPartnersConnectedCustomers
    • 22. Visit www.dreamforce.com for the latest conference updates and to registerDreamforce will be better than ever this year1,000+ breakout sessions  350+ partners in the Cloud ExpoVisionary speakers (past speakers include Bill Clinton, Sir Richard Branson, and General Colin Powell)98% of past Dreamforce attendees would recommend attending
    • 23. Video 2 - Become a Customer Company
    • 24. Thierry NicaultRegional Sales ManagerMiddle East & Turkeytnicault@salesforce.comConnect With Your Customers In A Whole New Way
    • 25. What is coming next ?AgendaSales Cloud: “Connect Your Sales Organization to Sell as a Team”:Customer Testimonial: Alcatel Lucent EnterpriseBreak (10:45-11:00)Marketing Cloud: “Listen to and Engage with Every Customer”Service Cloud: “Connect with Customers to Deliver Amazing Service Everywhere”NSI: “Local Salesforce partner, world class expertise”Customer Testimonial: DnataLunch: (13:00)
    • 26. Fast: Time to Value with Cloud ComputingSOFTWARETIMEVALUECapitalExpenseUpgradeExpenseCloud Computing Value Greater ROILowCapital CostAutomatic Upgrades
    • 27. Trusted: Our Highest ValueTransactions per Quarter Average Page TimeTrust.salesforce.com59B Transactions69% YoY GrowthFY12: 306msFY13: 241ms
    • 28. Salesforce: Customer Company ArchitectureChatterData.comMulti-Tenant InfrastructureSales Service Marketing Work.com AppExchangeData ModelForce.com Heroku TouchAny SocialNetworkAny DeviceBack EndSystemsAny AppAppExchangeAppsERPFinancePublic or PrivateAppsConnectedProductsConnectedPartnersConnectedEmployeesConnectedCustomers
    • 29. Highlights• Sales Cloud, Service Cloud and Marketing Cloud• Salesforce is the recognized market leader in CRM• Salesforce in a leadership position as a Front officeprovider• All this is possible thanks to the Salesforce Platform

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