salesforce.com - Welcome to the Internet of Customers

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salesforce.com Corporate Presentation

salesforce.com Corporate Presentation

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  • Hello, my name is ____. Today, I am going to take you on a journey and show you how to connect with your customers in a whole new way. Through new social, mobile, and connected cloud technologies, I want to show you how companies are creating the Internet of Customers.To do this, I am going to tell you a little about Salesforce.com and then I’m going to tell you some stories about how customers like Caterpillar, GE, and Stanley Black and Decker are connecting to customers by connecting apps, devices and people together.
  • Before I begin, just a word from our lawyers.  We are a publicly held company and 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 fourteen 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 companies to access any application over the Internet. 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. Today, cloud computing provides customers the fastest path to success.
  • Our customers have responded to our cloud computing offerings with lots of enthusiasm. Their success has propelled us to be #1 in enterprise cloud computing and #1 in CRM 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. 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 three years in a row.--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Additional Context on accolades:Forbes “Most Innovative Companies in the World”is awarded to the company offering the most “Innovation Premium” - The Innovation Premium is a measure of how much investors have bid up the stock price of a company above the value of its existing business based on expectations of future innovative results (new products, services and markets) . Members of the list must have $10 billion in market capitalization, spend at least 1% of their asset base on R&D and have seven years of public data.The FORTUNE World’s Most Admired Companies study surveys top executives and directors from eligible companies, along with financial analysts, to identify the companies that enjoy the strongest reputations within their industries and across industries.In Dec 2012, the Economist awarded salesforce.com and Marc Benioff the award for innovation in the process and service category Forbes “Best Companies to Work For” – salesforce.com was awarded #7 for 2013. The ranking of the top companies was determined by taking cumulative average ratings from the half-million employees who responded to the 18-question survey between Nov. 24, 2012 and Nov. 13, 2013.CRM Market Leader Awards: The Market Leader Awards rate the top five vendors in categories based on a composite score that includes revenue, revenue growth, market share, customer wins, reputation for customer satisfaction, depth of product functionality, and company direction.
  • Salesforce.com has always been about a new technology model with the cloud; a new pay-as-you-go 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, Dropbox, Workday and Yelp have also adopted it.We’ve given over 500,000 hours of community service, $50 million in grants have come out of the foundation, and 20,000 non‑profits use our products.Personally, I am involved in… [Insert personal story here]
  • What I also love about my job is that the technology we use is constantly changing. Today, we are in a world where everything is becoming more and more connected. This is the third wave of computing. Many people call this the internet of things.In the first wave of computing, companies used mainframes and terminals across thousands of computers. Then we moved to the second wave of computing -- client server computing - where millions of PCs existed on networks. But today, we're entering into a third wave of computing, the most exciting wave of computing ever because everything is becoming connected. It’s not just PCs, but it’s smartphones, tablets, products, sensors, watches – almost anything can be connected. In fact, over 50 billion things will become connected by 2020, because everything is in the cloud. For example, GE has connected its jet engines with private social networks; refrigerators are connected to smartphones to tell you when us when we need more milk; even thermostats are connected to our phones so we can control the temperature in our home even when we aren’t there.In the third wave of computing, more and more devices and things are becoming connected and controlled through social and mobile apps. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Additional Context & Acronyms as defined by Wikipedia:Systems Network Architecture (SNA) is IBM's proprietary networking architecture, created in 1974A local area network (LAN) is a computer network that interconnects computers in a limited area such as a home, school, computer laboratory, or office building using network media.A wide area network (WAN) is a network that covers a broad area (i.e., any telecommunications network that links across metropolitan, regional, or national boundaries) using private or public network transports.LTE, an initialism of long-term evolution, marketed as 4G LTE, is a standard for wireless communication of high-speed data for mobile phones and data terminals
  • But what’s important about these connections are not the things that we are connecting. Because we have to remember is that behind every device, behind every thing, behind every app, behind everything we do as a company, is a customer.
  • And when we can connect everything together – the devices, the products, the apps, the people, we can connect with our customers in a whole new way. We call this the Internet of Customers. In the Internet of Customers, we have new opportunities for how we connect with our customers with the next generation of apps. One example of this is Caterpillar. Caterpillar has connected its heavy machinery to mobile apps so Caterpillar customers can better manage their equipment a construction site. They not only track and locate equipment, but they can optimize the management and maintenance of equipment.GE is another great example. GE has connected its jet engines to the Internet of Customers so their customers, engineers, and maintenance workers can all collaborate around data streaming out of a jet engine. It’s an amazing way to get a team of people on the same page, analyzing data and solving problems for customers. With connected jet engines, GE is able to improve its products and identify problems before they arise.And Stanley, Black and Decker has connected its Dewalt is electric drills to the Internet of Customers so their customer support agents can help troubleshoot problems with a product. And because the drills are GPS enabled, it gives their customers an easy way to track their tools when your brother in-law borrows your drill and forgets to return them. This is the Internet of Customers, and it’s changing how we connect.
  • 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, place orders, and access information.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. Philips is a great example of this. Philips has connected its Sonicare toothbrush to wifi so it can track how you brush your teeth. And if you want, you can share that with your dentist. So next time you go to the dentist, he won’t ask you “Have you been brushing?”. He can just bring up the data.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.
  • When companies connect everything together in the Internet of Customers, they can create 1:1 experiences with customers across every channel. Today, customers expected connected, personalized experiences across your website, mobile apps, your store, and every touchpoint they have with you. Each of these experience needs to be personalized for each customers. Recommendations and promotions are the most effective when you target them on customer behaviors.Burberry is a great example of this. For Burberry, nothing is more important then their brand. They realize that they must have a consistent brand experience across every channel. Not only must the brand look the same, but each customer needs to have a consistent, connected experience. When a customer sees a product on the website or on Facebook, Burberry presents with the same information, price and promotion across multiple channels. And if they purchase it, their information is available to an associate in the store, on the website and through a mobile app. It’s not an easy problem to solve because every system needs to be in sync behind the customer.
  • Companies, like Burberry, that can provide 1:1 experiences across channels are Customer Companies. Customer Companies connect people together: not just their customers, but employees and partners are also connected. Today, people are connected through a host of different devices and products.First, Customer Companies connect their employees together. By making sure their employees in sales, service, marketing and across the company can access a single view of the customer, employees can deliver amazing experiences to customers.Secondly, customer companies connect through partners. Whether the partner is a reseller, distributor, or channel partner, partners are going to help you sell, market, and better server your customers. You need to be able to collaborate with them on deals, share leads and accounts, and work together to solve customer problems.Now, there are lots of ways to connect people together, but more and more, companies are connecting to customers through products. When you connect a car, a toothbrush, bulldozer, an online service, or any type of product, you not only see how your customers are using your products, but you can improve their experience, answering questions when problems arise and sell complementary products when they need them.And finally you need to connect to people through the next generation of devices – smartphones, tablets, wearables – whatever is relevant to your business. Connected devices and the apps inside them provide entirely new ways to connect to customers.
  • Connecting everything together isn’t easy to do. For starters, Customer Companies need to connect their employees together. Are you ready for this? Employees today expect to access all their corporate data on a mobile app. That’s the world they see every day in their personal lives. And now they expect that experience at work.This means that you have to connect every employee in customers service, sales, and marketing. You need to give them mobile and social apps so they can collaborate around customers. You need to build APIs into your products so you products can be connected. You need to connect delivery trucks, shipments, and people all together for the single purpose of betting serving your customers.
  • The question is: How do you become a customer company? How do you connect everything together and build the apps for mobile devices and products that your customers, employees and partners need today?
  • Salesforce1 helps you become a customer company and connect to your customers in a whole new way. Salesforce1 is a new customer platform for the internet of customers. It will help you build and deploy mobile apps with unprecedented speed and connect your products to the internet in amazing ways. With the next generation of apps and devices, you need a platform that will take you into the future, a platform that can support a constantly changing world of social and mobile applications and devices.ADP is Salesforce customer that used Salesforce1 to build a set of custom mobile apps that let their sales managers access everything they need to sell right from their smartphone. It’s a digital sales aid that helps them sell from anywhere.Caterpillar used Salesforce1 to rapidly build a smartphone app that their customers could use to improve maintenance productivity at construction sites. Because Salesforce1 is an open platform, it was easy for them to connect to the APIs in their construction equipment to Salesforce1.GE connected its jet engines to Salesforce1, so teams of customers and employees could collaborate together around data streaming from jet engines to solve customer problems more quickly. Salesforce1 is a platform for the next generation of devices, products and applications.
  • The Salesforce1 platform was already the #1 enterprise cloud platform in the industry. It’s #1 in market share according to IDC and the #1 product according to Gartner. You can Salesforce1 in the upper right part of the Gartner MQ here.With four million apps running on Salesforce1, our customers have been extremely successful in quickly building and deploying applications on Salesforce1.
  • The Salesforce1 platform serves a broad set of needs for developers, partners, employees, admins, and your customers. Let me walk through each of these audiences and explain what we can do for each of them.
  • Developers need a next generation platform because applications and devices are constantly evolving. To meet the needs of a changing market, developers need an open set of APIs so they can share data stored in Salesforce with any device, app and product. You might store all your customer data in Salesforce, you might store product information, you might store employee information, but whatever it is, you need to share that data with other apps and devices. Data APIs are how you share your data in Salesforce, Metadata and UI APIs let you share all the customizations you’ve made in Salesforce.With Salesforce1, we’ve delivered ten times more API functionality so all your data and customizations in Salesforce can be pushed into new mobile environments. That’s right, everything in Salesforce can now be shared with external devices and apps. Now, Salesforce1 lets you not only store and share your critical data, and it also provides the tools you need to build apps for mobile devices or the desktop. It’s fast and simple for developers to build mobile and desktop apps in the cloud. We give you everything you need, including Visualforce to customize the user interface on any device.
  • Not only are corporate developers building amazing apps on Salesforce1, but our partner developers, ISVs, are doing the same. Our partners have build over 2,000 apps on Salesforce and all those apps are a part of an incredible app ecosystem called the AppExchange. All the apps are pre-integrated with Salesforce.With Salesforce1, we’ve give our partners more power than ever before by giving them access to our new APIs and platform functionality for additional mobile capabilities. Partners like Dropbox, Evernote, Docusign, Workday and many others are already taking advantage of the new Salesforce1 platform functionality. These partners apps are now available in our new Salesforce1 mobile app.
  • It seems like everyone wants to access everything on their phone, including your employees. Employees today are demanding that they get all their data and applications on mobile devices. They want the social features like they get on Twitter and Facebook, they want an experience as simple as Dropbox, and they want all their customer data from Salesforce, all in 1 place, all on 1 device. That’s why we created the Salesforce1 mobile app. The Salesforce1 mobile app has all your CRM from Salesforce, your accounts, opportunities, cases – all your customer data. It also has your custom apps, custom objects and everything you built in Salesforce, right on the phone with modern features you come to expect, like a notifications platform, a feed-first UI, and publisher actions that are completely customizable for the end user.The Salesforce1 App is available today on Google Play and Apple App Store.
  • We realize that Administrators are the life-blood of an organization and they needed an app to be able to manage Salesforce from wherever they are. We call this app SalesforceA. Now, Admins can fully manage Salesforce right from their mobile device. If a user gets locked out or you need to reset a password, you can do that right in SalesforceA.We’re also providing an app for two-factor authentication, Salesforce# [Pound] is soon going to be available on the Apple AppStore and Google Play, as well, so you can do two-factor authentication right from your mobile device.And, or course, admins want to be able to fully customize all aspects of Salesforce1 to make it exactly for their company – adding their brand, putting in their corporate colors, so that it looks like it's a custom app built exactly for their employees. We know how important branding is to all of our customers, so we’re delivering this in the upcoming Spring release.
  • But of course, all of this is designed with the customer in mind. Now, companies can connect with customers in a whole new way. We’ve delivered Salesforce communities, so customers can build robust, branded social communities to connect customers, partners and even products.We’ve recently launched Heroku1 to build incredible customer applications leveraging data from the Salesforce1 Platform, and we’ve got ExactTarget Fuel so you can engage 1:1 across the customer journey.
  • When we put it all together, we get a new customer platform for the future. Our leading sales, service, marketing and AppExchange offerings are built on this new customer platform. These apps also work on our Salesforce1 Mobile App through our comprehensive set of APIs.Our core platform includes Force.com for quickly building custom apps using our declarative, point and click interface; Heroku for developers who want to code apps in the cloud; and ExactTarget Fuel for the high scalability to manage 1:1 customer conversations. A new platform for a new age, an age that's dominated by the cloud, by social, by mobile.This platform is built with our customers in mind, a platform to get them to the future.
  • Business Challenges 90% of Virgin America’s workforce didn’t sit at a desk, nor did they ever carry a work-issued laptop or tablet. Pushing documentation, company resources or any other information to this remote workforce required the use of an eight-year-old content management system that was not mobile or social, and was far from user-friendly. They knew that their “teammates” were the secret ingredient to their amazing success and that they needed a tool that wasn’t stuck in the 90s. In short, they needed an intranet that was as cool as their employees are.Vision Build a mobile-first, 100% cloud, social intranet. Every feature that is available on the desktop version is also accessible from iOS and Android devices.Products Purchased and Use Case Chatter Plus (which is Force.com one app) Branded social intranet for all employees, accessible through laptops and mobile devices EE Sales Cloud Corporate sales team uses Sales Cloud for B2B selling Work.com :Performance management for both HQ and remote workforce, pilots and flight attendants AppExchange CyberU licenses for all employees CyberU Learning is a natively built Learning Management System (LMS) on Force.com, enabling organizations to upload, publish, deliver, manage, launch and track all types of training activities for any user internally and externally. It will be the LMS for the whole company, including in-flight teammates and corporate HQ employees. CyberU will integrate with Chatter and Virgin’s current pilot training application. CyberU will build a custom Visualforce, branded homepage that would change based on the employee’s position. There are FAA compliance and regulatory requirements that CyberU needs to meet, which are currently being worked through. Integrations Integrating with ADP Payroll, in order to assign employee by payroll ID code to groups Implementation Partners Virgin started talking about their Social Intranet project with salesforce.com in Feb 2012, and put out an RFP for consultant services on this project. Later, they chose salesforce.com as the platform vendor and asked us for help to bring in the right consultant. Virgin ultimately chose Appirio to do the Social Intranet, or Chatter deployment.
  • Business Challenges Unable to track ROI from Facebook, Adwords or other Marketing StrategiesNo visibility into Sales Team’s activitiesUnable to report Trunk and Merchandise success ratesDifferent systems tracking different informationLosing customers as they are unable to follow-up with all incoming requests more than once.Products Purchased and Use Case Heroku: A customer facing Heroku app allows customers to order a new trunk from anywhere, provide feedback and update their profileForce.com: An employee app gives stylists insight into member interests, preferences, and fits, so they can pack the best trunk.Desk.com: When it comes to responding to customer service inquiries, Desk.com makes it easy for employees respond right away, right in Salesforce.Sales Cloud: Trunk Club tapped Salesforce to maintain a record of everything having to do with customers—including sales activities, orders, customer communications, and social conversations—all in one place.Chatter:  An employee social network helps stylists coordinate outfits, collaborate on new items, and share information on how pieces fit and wear over time. Chatter also helps the 80-person company quickly distribute press coverage and other information to keep everyone up to date.         Quotes:"Salesforce keeps track of everything for us," says Brian Spaly, CEO. "I often say if it's not in Salesforce, it didn't happen.”“For customers who hate shopping, or don’t have the time, our mobile app offers a rich, personalized shopping experience that’s available at any time from anywhere.”“Apps built on Salesforce Platform let us build more personalized relationships with our customers.”“We’re using technology that enables rich one-to-one relationships. Our entire company is built around making every interaction feel human.”Customer Video:http://www.youtube.com/watch?v=MjFgnDRy6AE
  • Business Challenges Predominantly, Sysco employees were using a laptop system for order entry but they were walking around with iPhones and iPads and trying to find better ways of doing their business.Sysco has 8,500 marketing or sales associates. These employees are where Sysco needed to focus on providing solutions to make them more productive in the field.Reps spend 90+ percent of their time on the road, so the ability to access customer information from their personal mobile devices was critical.Products Purchased and Use Case Sysco started with a very standard salesforce solution, and they’ve customized it and built some integrations to their back-end systems. Sysco has 8,500 sales cloud users today and that is across 70 plus distribution centersSysco deployed a single productivity application called Sysco360:Sysco360 brings all the different tools that the marketing associates and sales associates are using this helps them discover cross-sell and up-sell opportunities. Sysco also integrated Salesforce & SAP for order management.Sysco started with Chatter and it became the collaboration system that Sysco was lacking. Chatter glued the organization together, connecting various teams. Chatter is used companywide, so 45,000+ employees spread across the individual operating companies can access Salesforce records, share information and trade best practices from their mobile devices.Results:Increased opportunities and being able to see what those opportunities are throughout the organization, whether its through a business resource or a marketing/sales associate.Experiencing an increase in closed opportunities as a result of us being able to better track those opportunities and be able to follow up with our customers/prospects post meetings.The convenience of quickly and consistently pulling information up on iPhones and iPads.The collaboration feature with Chatter. Increases team selling. Connects the entire organization. It is the glue. Quotes:“With Salesforce we have a level of visibility to customers that we never had before,” says Wayne Shurts, CTO. “And we’re able to collaborate to help them much more effectively, which is key for our continued growth.”“We can hear what customers say about us, and about our competitors,” explains Shurts. “And if we hear about an issue, we can address it right away.”“Salesforce is helping us figure out more ways for our sales reps to help our customers.” - Wayne Shurts, CTO
  • In this new connected world, business isn’t limited to traditional business hours, so sales teams want to be always-on and always-connected, but their software isn’t, so staying connected is a struggle. With Salesforce1, we’ve reimagined sales for the Internet of Customers. [CLICK]
  • The Salesforce1 Sales Cloud is the world’s #1 sales application, it is a customer platform to sell from anywhere. The Sales Cloud provides all the core sales capabilities your organization needs to address day-to-day selling requirements, and because today’s sales teams are constantly on the go, they can drive more deals wherever they are with the Salesforce1 Mobile application.Salesforce1 has really taken selling as a team to the next level, now right from your mobile phone you have access to everything you need: Accounts, contacts, leads, etc. But now you have your whole organization at your fingertips with a feed-first user interface and notifications, so you always are connected.You can seamlessly integrate any number of AppExchange packages, many specifically designed for sales teams like yours or even build your own incredible custom apps with the salesforce platform.Lastly, we’ve given admins and users more customization capabilities than ever before so you can tailor the application for your own unique business processes.Additional products:Data.comPardotWork.comChatter
  • The Sales Cloud is the market and product leader in the industry.In fact, if you look at any third party metrics – whether it’s from firms like Gartner, IDC, Forrester or others – the Sales Cloud from salesforce.com is recognized as the #1 leader in sales force automation.And if you look at various industry awards and accolades, we win these year after year.But the measure of success that is most important and meaningful for us is the success our customers achieve through their use of the Sales Cloud.We’ve got more than 100,000 customers of all sizes that are B2B and B2C, that operate from a range of different geographies, and are in many different industries – all of whom use the Sales Cloud to connect with their customers in new ways to drive growth.
  • OverviewWith about $10 billion in revenues and approximately 570,000 clients, New Jersey-based Automatic Data Processing Inc. (ADP) is one of the world’s largest payroll and tax filing processors and offers a wide range of services, including human resources, retirement, expense management and benefit administration. Business Challenges Before Salesforce there was a lack of process standardization across the business segments, and information was being put into multiple places. There were many duplicate leads/data, staff needed to maintain multiple data inputs, there was no data sharing and visibility across segments and sales ops were unable to make changes after major territory and role hierarchy re-alignments. Inaccurate customer data resulted in low productivity in the field. Also, there were no mobile solutions for the sales reps.VisionADP’s executives were looking for a CRM solution with the capabilities to address a number of its sales specific needs. Among these was the ability to increase the sharing of contact information, access customer histories, identify opportunities and measure the pipeline.Boiled down, ADP needed a system that not only could handle its requirements for sharing information but also provide accurate pipeline and forecasting metrics.Products Purchased and Use Case Employer ServicesService Cloud UE: primarily using Sales Cloud functionalities+ Service Cloud Console Data.com Unlimited: Data cleansingMarketing Cloud UnlimitedPRMCustomer PortalDealer ServicesService Cloud UEKnowledgeROIADP revenues grew 12.5%, EPS grew 20%Huge improvement in adoption (81% adoption rate)Contract error rate reduced from 50% to less than 5%$120 per rep savings per year in paper costs
  • In the Internet of Customers, customers expect service anytime, anywhere. That’s why we have expanded the Salesforce1 Service Cloud to be a customer platform for service everywhere.
  • Today, when customers want service or an answer to a question, they no longer pick up the phone. Instead, they Google it. They tweet it. They want support directly from the product. Your call center agents need to join these conversations but can’t. With the Service Cloud, you can bridge the gap between your call center agents and your customers. You can embed service into mobile apps and products and collaborate with employees and partners to solve cases faster than ever before.With the launch of Salesforce1, we’ve doubled down on mobile with launches like mobile knowledge base, mobile communities and mobile live chat.And because the Service Cloud is a platform, we have over 2,000 AppExchange apps to customize the application for your company’s unique needs.
  • Business Challenges In 2010, Philips were looking for powerful new technology to support the “Focus on the Customer” initiative that they planned to implement across the company. The entire company was feeling the effects of the dated and disparate systems. In the Philips Healthcare customer service organization, the need for innovation was particularly dire. Customer and employee satisfaction were at an all-time low.VisionThe “Focus on the Customer” vision has guided the IT strategy at Philips toward more agile cloud solutions. However, they have already invested hundreds of millions in their on-premise infrastructure, so leaders knew thatchange would not come overnight. Rather than uprooting their existing IT foundation, they opted for a strategy of integration, in which Salesforce would unlock and leverage the data stored in SAP.Products Purchased and Use Case Customer service and collaboration platform for 7,000+ call center agents and field service engineers located in Europe and North America.Asset management system integrated with 60,000,000+ back-end recordsPortal for customer self-service (hospital employees)Sales CloudSalesforce Platform for connected productsAppExchange – Service Max for field service (Healthcare division)Callidus Cloud for sales commissions (Electronics division)Implementation PartnersCapgemini & DeloitteVideo: https://www.youtube.com/watch?v=b6ntEatqj3k
  • The Internet of Customers has forever changed marketing and we have a fundamental belief that marketers are key drivers of success in this new connected world.
  • Marketing has gone from fragmented, 1:many, random communications to seamless, one-to-one, relevant experiences. And it's really the Smartphone that has driven this transformation. The Smartphone has become the dashboard to our life, enabling all of us and our customers to move effortlessly between the digital channels we use most -- checking email, sending a text message, using apps, connecting to social networks, and browsing the web.
  • The ExactTarget Marketing Cloud is the customer platform for one-to-one marketing, pulling together all those digital marketing technologies to help your organization connect with your customers in a whole new way -- email, mobile, social, bringing together listening and engagement, social publishing, and social ads, the web, and it's all connected through marketing automation.Today’s marketer has three key goals. The first is marketers want that single view of the customer. They want to pull together all data they know about their customer and really understand them. Second, they want technology that maps the customer journey, moving the customer from one lifecycle state to a future stage. And then third, marketers want to drive optimized and personalized content across every channel and every device.
  • And at the core of the ExactTarget Marketing Cloud is data. Our platform enables organizations to integrate and aggregate data from any conceivable source – salesforce contact records, service cases, web analytics data, e-commerce purchase history -- to really form that single view of the customer and use those insights to drive relevant and highly personalized communications. And the Fuel platform makes it all available to developers, partners, and you, our customer.The ExactTarget Marketing Cloud is marketing automation at unrivaled scale. Our customers power more than a billion transactions every day -- Facebook posts, tweets, emails, text messages, web impressions, and our customers range from small B2B organizations to nonprofits to many of the largest B2C brands in the world, like Nike, Bank of America, Unilever, and the Gap.
  • Other interesting FACTS about Marketing Cloud customers:55% of the Fortune 1008 of the 10 largest advertisersAnd thousands of customers both B2B and B2CFACTS about the Marketing Cloud product leadership:Recognized by Forrester, Gartner, and AdAge as the top providers in their studies of social marketing. Only company in the industry today that is both: a preferred marketing developer for Facebook AND Twitter certified in both engagement and analyticsWHY is this IMPORTANT? You can trust the Marketing Cloud to deliver the most innovative and powerful solutions to enable your company with social.Some of the best social brands on the planet are powered by the Marketing Cloud.
  • It's an Internet of Customers, and we need to reassess how we connect with our customers in a whole new way. Everyone and everything is connected. You see, some companies pivot to their shareholders. Some companies pivot to their competitors. Some companies pivot to their partners. But at salesforce.com, we pivot to our customers, and we have one message to our customers: Pivot to your customers. Your customers have the answers. There's never been a more important time to listen and interact and engage with your customers. That is what the new world is about. That is what we are doing here when we talk about the third wave of computing it’s not an Internet of Things, it’s an Internet of Customers.
  • Enterprise cloud computing is fast, easy, open, flexible, and trustedfor every sized business.Let me explain how…Fast: the cloud doesn’t require you to install or configure any hardware or software.Easy: the cloud allows easy upgrades and has a pay as you go subscription model. Open: the cloud means that all of your applications are immediately accessible on any device, and your logic is portable.Flexible: the cloud includes a app marketplace that allows you to extend your applications using third party applications that you can add on to your deployments to make them even more effectiveEveryone: the cloud scales with your business, making it affordable for the smallest of businesses, but also for the largest enterprises.
  • [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.
  • And with cloud computing, upgrades are easy and automatic. Salesforce.com customers automatically get three releases a year, giving you new features sourced by the customer community. And with our releases, every customization and integration is upgraded automatically.Because we focus on the technology, you can focus on innovation.
  • Enterprise Cloud Computing is a completely open technology that lets you can connect your legacy data and applications to the cloud, and use any of today’s mobile devices in the cloud.With Salesforce’s open and secure API’s you can access the data you need in the cloud. In fact about 50% of our transactions today go through our APIs and with the launch of Salesforce1 we now offer 10x more API functionality so developers have more power than ever. It’s a proven way to connect in the cloud.With Salesforce Touch, your data is available on any device. This is one of the most important benefits of the cloud –a seamless experience across devices so you get access to all your data from any device. We do this because we know that you are mobile today.You’re interacting with Salesforce at every point in your day through a range of devices, but the look and feel remain consistent providing continuity in a seamless computing experience.--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Acronyms as defined by WikipediaAn application programming interface (API) specifies how some software components should interact with each other. In addition to accessing databases or computer hardware, such as hard disk drives or video cards, an API can be used to ease the work of programming graphical user interface components.SOAP, originally defined as Simple Object Access Protocol, is a protocol specification for exchanging structured information in the implementation of Web Services in computer networks.Representational state transfer (REST) is a style of software architecture for distributed systems such as the World Wide Web. REST has emerged as a predominant web API design model. The term metadata refers to "data about data”Apex is a strongly typed, object-oriented programming language that allows developers to execute flow and transaction control statements on the Force.com platform server in conjunction with calls to the Force.com​ API.Visualforce is the component-based user interface framework for the Force.com platform. The framework includes a tag-based markup language, similar to HTML.HTML5 is a markup language used for structuring and presenting content for the World Wide Web and a core technology of the Internet. It is the fifth revision of the HTML standard (created in 1990 and standardized as HTML 4 as of 1997).
  • Just like Apple has the App Store and Google offers Google Play, salesforce.com offers the AppExchange so you can add apps to Salesforce. The AppExchange is the leading cloud ecosystem for business with over 2,000 apps built by Salesforce partners. It’s where you’ll find a wide range of applications including apps for specific uses such as ServiceMax for field service or apps for project management and ERP applications.
  • 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 105 billion transactions per quarter, which is a 49% increase YoY.Additionally, we continue to improve the average page time that our applications take to load. In Q4, the average page time load is only 234 ms!
  • The Sales Cloud is the world’s #1 sales application.It provides all the core sales capabilities your organization needs to address day-to-day selling requirements. This includes everything from prospecting for leads directly within the application – with Data.com,converting high quality leads to opportunities and progressing opportunities to close, to measuring and improving sales performance and working across direct and indirect sales channels, and so much more.For example, because team selling is more of an imperative than ever, Chatter is a key part of the fabric within the Sales Cloud that enables collaboration.And because today’s sales teams are constantly on the go, they can drive more deals wherever they are with Salesforce Mobile apps.And finally, with the Salesforce Platform, companies of all types and sizes can easily extend the Sales Cloud to meet their specific sales process needs.Now let’s go into more detail on the Sales Cloud.
  • The Sales Cloud is helping companies grow their businesses across every major metric. Our customers have seen, on average, a 26% increase in close rate, 38% increase in lead conversion… And of course all of these metrics lead to the most important metric, which is a 28% increase in sales.About Confirmit: About the Metrics: • Business executives/sponsors/system administrators involved in the CRM purchase decision were asked about percentage improvements the Salesforce service had helped them to achieve. The metrics are the average percent improvement reported. More About the Survey: • In March 2013, Salesforce.com conducted its biannual, worldwide, on-line Customer Relationship Survey hosted by independent third-party Confirmit Inc. • The relationship survey assesses various aspects of the relationship between salesforce.com and its customers, including customer loyalty, customer satisfaction, and return on investment achieved. • A total of 5,288 responses to the survey were received from English, French, German, English UK and Japanese-speaking customers worldwide.• A sample of this size is considered accurate at the 95 percent confidence level, +/- 1.35% margin of error. Response sizes per question vary. • The respondents were randomly selected and represented organizations of all sizes and from a diverse set of 23 industries.Confirmit helps businesses operationalize feedback to drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer, Employee Engagement and Market Research programs.
  • About Confirmit: About the Metrics: • Business executives/sponsors/system administrators involved in the CRM purchase decision were asked about percentage improvements the Salesforce service had helped them to achieve. The metrics are the average percent improvement reported. More About the Survey: • In March 2013, Salesforce.com conducted its biannual, worldwide, on-line Customer Relationship Survey hosted by independent third-party Confirmit Inc. • The relationship survey assesses various aspects of the relationship between salesforce.com and its customers, including customer loyalty, customer satisfaction, and return on investment achieved. • A total of 5,288 responses to the survey were received from English, French, German, English UK and Japanese-speaking customers worldwide.• A sample of this size is considered accurate at the 95 percent confidence level, +/- 1.35% margin of error. Response sizes per question vary. • The respondents were randomly selected and represented organizations of all sizes and from a diverse set of 23 industries.Confirmit helps businesses operationalize feedback to drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer, Employee Engagement and Market Research programs.
  • The Marketing Cloud is helping companies grow their businesses across every major metric. Our customers have seen, on average, a 22% decrease in customer service, a 37% increase in marketing campaign effectiveness…About Confirmit: About the Metrics: • Business executives/sponsors/system administrators involved in the CRM purchase decision were asked about percentage improvements the Salesforce service had helped them to achieve. The metrics are the average percent improvement reported. More About the Survey: • In March 2013, Salesforce.com conducted its biannual, worldwide, on-line Customer Relationship Survey hosted by independent third-party Confirmit Inc. • The relationship survey assesses various aspects of the relationship between salesforce.com and its customers, including customer loyalty, customer satisfaction, and return on investment achieved. • A total of 5,288 responses to the survey were received from English, French, German, English UK and Japanese-speaking customers worldwide.• A sample of this size is considered accurate at the 95 percent confidence level, +/- 1.35% margin of error. Response sizes per question vary. • The respondents were randomly selected and represented organizations of all sizes and from a diverse set of 23 industries.Confirmit helps businesses operationalize feedback to drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer, Employee Engagement and Market Research programs.
  • The Salesforce Platform is the #1 cloud platform for Developers, Business Experts, and ISVs. It’s also the leading cloud platform according to IDC. Customers have built over 4 million applications, and they have installed over 2 million applications through the AppExchange.Customers of all sizes and across all industries, like Coca Cola, Levi’s, Facebook, and AT&T, are delivering innovation to their employees and customers now with the Salesforce Platform.The Salesforce Platform is processing over 97 billion transactions per quarter and 1.5B transactions a day.
  • The Salesforce1 Platform means that your IT group doesn’t need to spend time managing hardware and software infrastructure. Instead, they can focus on building the innovative applications your company needs. And for your business analysts in your company, they now have the freedom to build apps, too, for their business needs.The result is that our customers have created over 4 million applications on the Salesforce platform. You've made it the number one enterprise cloud platform in the world. It’s the number one cloud platform for developers, for business experts, for ISVs, and we've created a complete set of services so you can deliver to your organization the next generation of social and mobile application.
  • About Confirmit: About the Metrics: • Business executives/sponsors/system administrators involved in the CRM purchase decision were asked about percentage improvements the Salesforce service had helped them to achieve. The metrics are the average percent improvement reported. More About the Survey: • In March 2013, Salesforce.com conducted its biannual, worldwide, on-line Customer Relationship Survey hosted by independent third-party Confirmit Inc. • The relationship survey assesses various aspects of the relationship between salesforce.com and its customers, including customer loyalty, customer satisfaction, and return on investment achieved. • A total of 5,288 responses to the survey were received from English, French, German, English UK and Japanese-speaking customers worldwide.• A sample of this size is considered accurate at the 95 percent confidence level, +/- 1.35% margin of error. Response sizes per question vary. • The respondents were randomly selected and represented organizations of all sizes and from a diverse set of 23 industries.Confirmit helps businesses operationalize feedback to drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer, Employee Engagement and Market Research programs.
  • The problem is this. Most companies don't know their customers.. According to IBM study of 1,700 CMOs, 66% of companies lack an in-depth understanding of their customers.
  • And two-thirds of companies feel unprepared for this new social and mobile world. They're not ready. They don't know what to do.
  • And, yes, companies want to go mobile, but they don't know how to build and deploy those mobile apps. According to a recent Economist study, nearly 60% of executives said “mobile apps are critical” for connecting with customers but less than half of them have actually deployed them. We call this the “App gap”.It’s hard to develop and deploy these mobile apps, there are more form factors than every before, a battle for developers and more platforms to build on. The paradigm has changed. The world has changed. We have phones, and we have tablets, and we have social networks, and we have user behavior that's radically different than ever before. How do we change?

Transcript

  • 1. Luxsho Logan Sales Manager, ASEAN @luxshologan
  • 2. Safe Harbor Safe 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 such uncertainties materialize or if any of the assumptions 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, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology 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 and delivering 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 our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and 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, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on 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 Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  • 3. Our Mission: Cloud Computing Driver, Catalyst & Evangelist Mainframe Client/Server Enterprise Cloud Computing No Hardware/Software Subscription Model Automatic Upgrades Constant Innovation 1960s 1980s Today
  • 4. #1 in Enterprise Cloud Computing & CRM #1 #1 #1 Salesforce: World‟s #1 CRM World‟s Most Enterprise Cloud Innovative Company Computing Market Share 2011, 2012, 2013 #1 Market Leader: Enterprise, MidMarket, SMB & Sales Force Automation
  • 5. % 1 Time Equity Product 1/1/1 Model Adopted by 530,000+ $53M+ 20,000+ Hours Service Grants Non-profit Organizations
  • 6. Third Wave of Computing: “Internet of Things” 50 Billion Connected “Things” Cloud Millions LTE Thousands Server Mainframe LAN/WAN SNA Client Terminal Social . Mobile . Cloud . Connected
  • 7. Behind every thing is a customer.
  • 8. A Whole New Way to Engage Customers Social 4.5B 5B Aggregate Social Users Mobile Smartphones by 2017 50B 58% Faster Deployment Connected Products Cloud Connected 1T Connected Sensors
  • 9. In the Internet of Customers, Companies Create 1:1 Experiences Connected Customers Connected Experiences Product Mobile Social Connected Employees Web Stadium Connected Partners Email Store Community
  • 10. Become a Customer Company Connect to the Internet of Customers Connected Employees Connected Connected Partners Products Connected Customers Connected Devices
  • 11. Are You Ready to Make the Change? Connected Connected Connected Connected Connected Employees Service Sales Marketing Products Serve Customers Everywhere Sell 1:1 from Anywhere Connected Customers Market 1:1 in the Digital World Connect Customers Everywhere
  • 12. How do you become a customer company?
  • 13. A new customer platform for the internet of customers.
  • 14. Salesforce1: #1 Enterprise Cloud Platform #1 #1 Market Share Enterprise Platform Magic Quadrant for Application Platform as a Service January, 2014 Analyst: Yefim V. Natis
  • 15. Salesforce1: A New Customer Platform for Everyone Developers Partners Employees Admins Your Customers Geetha Vallabhaneni Luminix Peter Gassner Veeva Mariam Naficy Minted Neil Kamireddy Trunk Club Every Customer
  • 16. Developers: Build Next Generation Apps New Platform Services for Developers Data APIs Metadata & UI APIs Visualforce1 10X More API Functionality 230+ Calls & Methods Build Any User Interface
  • 17. Partners: Publish Next Generation Apps Dropbox Docusign Evernote Workday HP Box Elton Xactly LinkedIn Concur FinancialForce BMC Kenandy InsideSales ScanBizCards TAS Group Apttus ServiceMax eVariant FileBoard Introhive
  • 18. Employees: Experience Salesforce1 on Any Device New Salesforce1 Mobile App Now Available All your past investments... ...now in the future Notifications Platform CRM Feed First UI AppExchange Apps Publisher Actions Custom Apps Download Salesforce1 App today. Salesforce1
  • 19. Admins: Manage Salesforce From Anywhere Admin App & API for User Management SalesforceA Two-Factor Authentication App Salesforce# Complete Customization
  • 20. Customers: Connect With Customers in a Whole New Way Communities Connect customers, partners & products Heroku1 Build customer apps ExactTarget Fuel Engage 1:1 with customers
  • 21. Salesforce1: A New Customer Platform for the Future Your Customers ExactTarget Marketing Cloud Service Cloud Sales Cloud AppExchange Salesforce1 Mobile App Salesforce1 Platform APIs Force.com ExactTarget Fuel Heroku1 Salesforce1 Platform Services Cloud . Social . Mobile . Connected
  • 22. “Salesforce is an incredible way to strengthen our culture.” - David Cush, CEO Virgin America Connects Every Employee with a Social Intranet Branded social intranet built mobile first Key business metrics customized for each „teammate” Chatter collaboration for every department Business users update content in real-time
  • 23. “Apps built on the Salesforce1 Platform let us build more personalized relationships with our customers.” - Brian Spaly, CEO Trunk Club Connects Customers & Employees with Mobile Apps Customer facing mobile app built on Heroku Employee mobile app built on Force.com for order fulfillment Integrated sales, service & marketing built on the Salesforce Platform
  • 24. “Salesforce delivers for us.” - Wayne Shurts, CTO Sysco Transforms Drivers into Sales with Mobile Apps Drivers manage deliveries and take orders on the go Salesforce & SAP integration for order management Mobile, social intranet and HR applications let employees collaborate in real-time
  • 25. The Customer Platform to Sell from Anywhere Sell from any mobile device 2,000+ AppExchange apps Build custom mobile apps Customized for you
  • 26. Market Leading Sales Application Market Leadership Product Leadership Customer Success #1 SFA Market Share Winner – SFA 2013 Winner – Enterprise, Midmarket, and SMB Suite CRM 2013 100,000+ Companies Across Every Market Magic Quadrant Leader Groundswell Award Technology of the Year Highest ROI Innovative Company
  • 27. “Salesforce helps us connect more closely with our 600,000+ customers.” - Dan Page, VP Sales Automation ADP Mobilizes Their Sales Team with Salesforce Integrated mobile apps deployed to increase productivity 10,000+ mobile users Increased adoption rate while decreasing costs
  • 28. The Customer Platform for Service Everywhere Serve customers anytime, anywhere Embed service into every app Solve cases faster with collaboration 2,000+ AppExchange apps
  • 29. “Salesforce is helping us become a customer-centric company.” - Jeroen Tas, Global CIO - Jeroen Tas, Global CIO Philips Connects Customers and Products with Salesforce Embedding customer service into all Philips products “Focus on the Customer” vision built on Salesforce Deep Salesforce & SAP integration
  • 30. The Internet of Customers Has Changed Marketing Forever Fragmented 1:Many Untargeted Seamless 1:1 Experiences
  • 31. The Customer Platform for 1:1 Marketing Build a single view of your customers Manage the customer journey Deliver personalized content on every channel
  • 32. #1 in Digital & Social Marketing WEB EMAIL MOBILE SOCIAL Email Editions MobileConnect Radian6 Personalized Reporting Distributed MobilePush Buddy Media Web Audience Builder Social.com Guided Selling MARKETING AUTOMATION DATA & ANALYTICS
  • 33. #1 in Digital & Social Marketing Strong Momentum Market Leadership 10,000+ Customers #1 Forrester Wave 8 of 10 Largest Advertisers 8 of 10 Largest Online Retailers Leader Gartner Magic Quadrant Engagement & Analytics Customer Success
  • 34. Sony Builds a Single View of Their Customers with Salesforce Launched PS4 & player community integrated with Salesforce Complete visibility into the customer journey Engaging and publishing relevant content across mobile, social and in-game experience
  • 35. WELCOME TO THE INTERNET OF CUSTOMERS Connect with your customers in a whole new way
  • 36. Appendix
  • 37. Benefits of Multi-Tenant Cloud Computing: Enterprise Cloud Computing Fast Easy No Hardware Automatic Upgrades No Software Scalable Open Flexible Trusted Any Device App Marketplace Transparency Data Portability Extensible Real-time Status
  • 38. Fast: Time to Value with Cloud Computing Low Capital Cost Automatic Upgrades VALUE Cloud Computing Value Greater ROI TIME Upgrade Expense Capital Expense SOFTWARE
  • 39. Easy: Continuous Innovation with 3 Releases Every Year Seamless, Automatic Upgrades 43 Major Releases Every customization & integration automatically upgraded Includes features sourced by customer community No longer do we worry about the upgrades, new releases, and compatibility. We have the freedom to innovate and solve business problems on-demand.
  • 40. Open: Access Your Data Anywhere, Anytime Any Data Salesforce1 Platform Any Device Salesforce1 App APIs: Nearly 50% Of All Transactions Salesforce1 Simple, powerful & secure API‟s All your CRM, custom apps, fields, etc. SOAP, REST, Bulk, Metadata, Apex & Visualforce Intuitive interface built for users on the go Now 10X more API Functionality Modern UI – Notifications, feed-first, publisher actions
  • 41. Flexible: Find, Evaluate & Install Apps For Your Business Leading Cloud Ecosystem 2,000+ Apps 2M Installs
  • 42. Trusted: Our Highest Value trust.salesforce.com Transactions Per Quarter Average Page Time 105B Transactions in Q4FY14 49% YOY Growth 350 275 Q1 Y1 F 1 Q4F 1 Y1 Q3F 2 Y1 Q2F 3 Y1 Q1 Y1 F 4 Q4F 4 Y1 200
  • 43. Appendix
  • 44. World’s #1 Sales Application Close more deals to grow your business
  • 45. Grow Your Business Along Every Major Metric +45% +36% +26% Sales Productivity Win Rate Average Percentage Improvements Reported by Customers Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary. +38% Forecast Accuracy Lead Conversion +28% Sales
  • 46. Appendix
  • 47. #1 Customer Service Application Service your customers everywhere
  • 48. Helping Customers Succeed Across All Metrics +40% +37% +35% +34% Faster Case Resolution Decrease in Support Costs Customer Retention Average Percentage Improvements Reported by Customers Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary. Agent Productivity +37% Customer Satisfaction
  • 49. Stanley Black & Decker Reinvents the Customer Experience Drivers manage deliveries and service customers on the go Connecting devices, customers, businesses & suppliers Supporting multiple brands on one customer platform
  • 50. Appendix
  • 51. Starting in 2013, digital marketing will be one of the top three imperatives on 100% of CEO agendas. Gartner Predicts 2013: Digital Marketing Pushes Marketing Executives to a More Strategic Role
  • 52. Bringing Together the Best Products in Digital Marketing Email Mobile #1 in Social Listening Social #1 in Social Publishing Web Data & Analytics #1 in Social Advertising Marketing Automation Fuel Platform
  • 53. Powering 1:1 Marketing Across Every Industry Retail/CPG Travel & Hospitality Communications & Media Internet & eCommerce Technology ™ Financial Services & Insurance
  • 54. Customer Success in Social Marketing +59% +47% +30% +22% Social Lead Volume +32% Product Research/ Development Decrease in Customer Service Costs Average Percentage Improvements Reported by Customers Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary. Brand Monitoring Competitive Intelligence +37% Campaign Effectiveness
  • 55. Appendix
  • 56. Connect Next Generation Devices & Apps to Anything Launch engaging connected customer apps quickly Rapidly build engaging social and mobile apps in any language Service and support customers with real-time product intelligence Know more about customer usage by delivering a connected app
  • 57. Previous Generation Hardware is Holding You Back Focus on innovation Innovation Innovation Governance Governance Infrastructure Infrastructure Legacy Platforms Focus on infrastructure
  • 58. #1 Enterprise Cloud Platform Proven Leader “Only leader in all 4 PaaS categories” Customer Success Trusted Platform Trust.salesforce.com #1 Market Share (28% market share) 4 Million+ apps 1.5 Billion transactions/day 2 Million+ installs on AppExchange 50% of transactions via API
  • 59. World’s #1 Cloud Platform for Building Apps APIs RestAPIs BulkAPIs Tooling APIs Metadata APIs Analytics APIs Social APIs ETAPI Streaming APIs MobileSDK Developer MobilePacks Offline Support Geolocation Custom Actions Identity PrivateApp Exchange Mobile Notifications Visualforce1 Chatter Mobile Services SoapAPIs Workflows Analytics Apex Multilanguage HerokuAdd-Ons Email Services ET1:1 ETfuel Multi-tenant Infrastructure Cloud Database Data-level Security Schema Builder SharingModel Translation Workbench Search Heroku1 Monitoring Core Services
  • 60. The Fastest Path from Idea to App +58% +55% +52% +45% +43% Faster Integration Increase in Coding Productivity Average Percentage Improvements Reported by Customers Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary. +46% Decrease in IT Costs Faster System Testing +52% Faster Design Faster Configuration Faster Deployment
  • 61. Industry Metrics
  • 62. Unfortunately, Most Companies Don’t Know Their Customers 66% of companies lack an in-depth understanding of their customers IBM Study of 1,700 CMOs “From Stretched to Strengthened”
  • 63. Companies are Unprepared to Build Next Generation of Apps 2/3 IBM Study of 1,700 CMOs “From Stretched to Strengthened” of companies feel unprepared for the social & mobile world
  • 64. “App Gap”: Difficult to Build Customer Apps Percent of Respondents 60% Mobile apps are critical “App Gap” 40% < 1/2 have deployed apps Complexity of form factors Mobile apps deployed Limited number of developers Multiple operating systems 20% Multiple platforms Economist Study of 1,300 Global Executives “The State of the Customer-Led Economy”