Dreamforce 2012 Keynote "Business is Social"

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Marc Benioff keynote from Salesforce.com Dreamforce keynote in September 2012. "Business is Social."

Marc Benioff keynote from Salesforce.com Dreamforce keynote in September 2012. "Business is Social."

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Transcript

  • 1. BUSINESS IS SOCIALMarc BenioffChairman, CEO@beniofffacebook.com/benioff 1
  • 2. The Social Revolution1960s 1970s 1980s 2010sMainframe Mini Client ServerComputing Computing Computing Social 2000s Revolution Mobile 1990s Computing Cloud Computing x 10x 100x 1,000x 10,000x 100,000x 2
  • 3. The Social Revolution 4.5 Billion social usersSources: Comscore, Morgan Stanley, Facebook, Twitter, YouTube, LinkedIn, Wikipedia 3
  • 4. Social Revolution: Business is Social Enterprise Adoption of Social Networking 70% Companies Adopted Social “ $1.3 Trillion in value can be unlocked through social technologies. ” 2008 2009 2010 2011 2012Source: 2012 McKinsey Global Institute Study: “The Social Economy” 4
  • 5. Social Revolution: Higher Growth Investment than anyIT Category 47% annual growth in spend for social networking Office ERP BI Project Management CRM SCM Content Web Management Conferencing Social NetworkingSource: 2012 IDC “Worldwide Collaborative Applications 2011-2015 Forecast 5
  • 6. Social Revolution: Customers Flocking to SocialChannels Fortune 100 Facebook Fan Growth Fortune 100 Web Traffic Growth 123% growth in social customersJun 2010 Dec 2010 Jun 2011 Dec 2011 Source: Webtrends, “The Effects of Social Networks on the Mobile Web and Website Traffic”; Google Social Media Analysis Study 6
  • 7. Social Revolution: Customer Conversations Exploding 150M conversations per day2009 2010 2011 2012 Sources: Twitter, Visible Technologies 7
  • 8. Social Revolution: For CEOs, Social at the Top Customer Connections Sales Forces Social Networking “ CEOs believe social will become one of the top two ways to engage customers, Websites 256 % Growth mainly at the expense of over 3 Partners years traditional approaches. ” - IBM CEO Study 2012 Call CentersTraditional Approaches Source: 2012 IBM Global Chief Executive Office Study 8
  • 9. Connect with Your Customers in a Whole New Way Connected Connected Customers Products Connected Connected Partners Employees 9
  • 10. The social revolution is a trust revolution. 10
  • 11. Are You and Your Company Going through aSocial Revolution? Your Customers, Employees, and What About to Your Partners Are Connected Company? 11
  • 12. Connect with Your Customers in a Whole New Way Connected Connected Customers Products Connected Connected Partners Employees 12
  • 13. Have You Transformed the Way You Sell? Sell: Your Customer Access Everything on Mobile Devices Collaborate on Deals Create Social Customer Profiles Grow Sales 13
  • 14. Have You Transformed the Way You Service? Your Customer Service: Connect to Customers on Twitter, Facebook - Every Channel Respond Immediately to Customers Connect Service Experiences Across Channels Delight Your Customers 14
  • 15. Have You Transformed the Way You Market? Your Customer Market: Listen and Engage Customers on Social Media Publish and Advertise with Social Campaigns Grow Campaign ROI 15
  • 16. Have You Transformed the Way You Collaborate? Collaborate: Collaborate With Customers, Partners, & Employees Your Customer Create Branded Communities Share Posts, Files, & Feeds Less Email, Fewer Meetings 16
  • 17. Have You Transformed the Way You Work? Work: Align with Social Objectives Motivate with Social Rewards Improve Employee Performance Your Customer 17
  • 18. Have You Transformed the Way You Innovate? Your Customer Innovate: Build Social & Mobile Apps Make Your Products Social Engage Customers in New Ways 18
  • 19. Have You Transformed the Way You Innovate? Your Customer 19
  • 20. Social Revolution: The New Social Front Office,Where Trust Lives Your Customer 20
  • 21. Social Revolution: Success Across Every Major Metric Your Customer +32% +29% Sales Productivity Innovation+34% +34% Customer EmployeeSatisfaction Satisfaction +37% +31% Source: 2012 Third-party survey of Campaign Employee 5,500 salesforce.com customers Effectiveness Productivity 21
  • 22. Salesforce.com Customers Growing 48% Faster 33% Growth 21% Growth +48% faster growth 20% Growth 18% Growth 18% Growth 15% Growth Fortune 500 Fortune 500Non-customers Customers 15% Growth 14% Growth of Salesforce.com Annual growth averaged over 3 years.Source: Salesforce.com analysis 22
  • 23. Business is Social Your Customer 23
  • 24. 24