Social Transformation of the Enterprise Trust + Vision = Revolution @PeterCoffee Peter Coffee VP/CTO & Head of Platform Research salesforce.com inc.
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Social Revolution 150M conversations per day 2009 2010 2011 2012Sources: Twitter, Visible Technologies @PeterCoffee
Social Revolution:Social Networking Surpasses EmailSo what? 1.1 Social Users billion social users Email Users2007 2008 2009 2010 2011 Source: Comscore, June 2011 @PeterCoffee
Social Networks: More Than Just ‘Sum of the People’(Arcs Represent Number • Distance of Facebook ‘Friend’ Links) @PeterCoffee Pop quiz: where is Beijing?
The New Corporate ‘Home Page’ 123% Fortune 100 Facebook Fan Growth 100 Facebook Activity growth in social Fortune Fortune 100 Web Traffic Activity customers Fortune 100 Web Growth “We analyzed the website traffic of Fortune 100 websites based on ‘unique visits’. The study revealed that 68% of the top 100 companies were experiencing a negativeJun 2010 growth in unique visits over the past year... 40% Dec 2011 exhibited higher traffic toWebtrends, “The Effects of Social Networks on the Mobile Web and Website Traffic”; their Facebook pageGoogle Social Media Analysis Study compared to their website.” @PeterCoffee
The Social Customer Plays by New Rules• Old Customers: – Prospects get content from Marketing – Buyers negotiate terms with Sales – Customers raise issues with Support• Social Customers: – Prospects seek insights from customers – Buyers collaborate on competitor research – Customers tell the world when they’re not happy• Companies need new organizations & processes – Power to address issues pushed to edge of organization – Collaborative response available on demand @PeterCoffee
Redefining “Customer”…as Social Actor Customers are… • the cars they drive • the things they do • the ways they live • the people they know @PeterCoffee
Social Models and a ‘Connected’ Revolution Medicine: sensor-equipped patients & homes reduce office & hospital visits Education: students in external settings learn by practice @PeterCoffee
Business is Social Enterprise Adoption of Social Networking 70% adoption “ $1.3 Trillion in value can be unlocked through social technologies. ” 2008 2009 2010 2011 2012 Source: 2012 McKinsey Global Institute Study: “The Social Economy” @PeterCoffee
‘Social’ ≠ ‘Distracted’ ‘Social’ is a model, not an app – Aware of context – Shaped by interests – Driven by events All Force.com applications are socially enabled by Chatter – Old apps added new behaviors – Social behaviors pervasive, not isolated in social silo – Automation scalability @PeterCoffee
Value of Velocity: Touch the Future Now One developer with no prior Force.com training built a patient admission app in just 4 days Deployed to Medical Directors and Program Directors in hospitals on iPhones and iPads • Eliminated paper forms; • Workflow reduced response time by more than 60%;“We’re blown away…a mobile healthcareapp on Force.com with one person in just 4 • Cut process time from 18 hoursdays… The same app built in [previous to less than 60 minutesmodels] would have taken over 3 months” @PeterCoffee
Customer, Car, Dealer, OEM – Social Platform Dealer Visit/ Advertising/Awareness Test Drive Delivery After-sale Services/(Traditional + Social Media) >Dealer Portal >Dealer Portal Connected Car >Social Marketing >Social Clienteling >Social Clienteling >Social Service >Social Vehicle Inquiry/Engagement Purchase/ Ownership >Social Marketing Conversion >Driver Portal Ownership >Dealer Portal Transition >Social Clienteling >Dealer PortalBaseline Vehicle Diagnostics >Social Vehicle Social Customer Profile Social Vehicle Profile Trusted Cloud Platforms: Data Storage, Data Quality, Interactive Applications, Big Data Analytics Automotive OEM Core Systems and Emerging ‘Big Data’ Resources @PeterCoffee
Social Success – By Every Measure +32% +29% Sales Productivity Innovation +34% +34% Customer Employee Satisfaction Satisfaction Your Team; Your Customers +37% +31% Campaign Employee Effectiveness ProductivitySource: 2012 Third-party survey of 5,500 salesforce.com customers @PeterCoffee
The social revolutionis a trust revolution @PeterCoffee
All Assets Secured, All the Time “When hundreds or even thousands of other businesses are using exactly the same operational infrastructure, all of them…benefit from the hardening of the infrastructure after any of them come in contact with a newly detected threat.” @PeterCoffee
All Assets Secured, All the Time “Despite resource sharing, multitenancy will often improve security… “Our research and analysis indicates that multitenancy is not a less secure model — quite the opposite!” @PeterCoffee
Continuing Availability Improvement Spring ’11 Summer ’11 Winter ’12 “Great work reducing the pain of the quarterly upgrade so dramatically. The difference to our business between 2 or 3 minutes of downtime and 2 or 3 hours can’t be overstated.” @PeterCoffee
Continuing Availability Improvement Index of Imperfection = -100 * Log10(Availability) 0.5 0.45 0.4 0.35 0.3 0.25 0.2 0.15 0.1 0.05 0 Two 9s 2/2011 3/2011 4/2011 5/2011 6/2011 7/2011 8/2011 Three 9s 9/2011 10/2011 Five 9s Spring ’11 Summer ’11 Winter ’12 “Great work reducing the pain of the quarterly upgrade so dramatically. The difference to our business between 2 or 3 minutes of downtime and 2 or 3 hours can’t be overstated.” @PeterCoffee
Cloud Efficiencies Address Governance Demands• “One of the reasons legislation is necessary is to allow Canada to meet its commitments under the Council of Europe Convention on Cybercrime.” - www.privcom.gc.ca• Data-handling laws proliferate • Privacy Act (Canada – amended July 2012) • Notification of Risk to Personal Data Act • Data Accountability and Trust Act • Social Security Number Protection Act • Prevention of Fraudulent Access to Phone Records Act• Technology trends oppose the goals of governance • Processing: enemy of encryption • Connectivity: attacker opportunities and tools • Storage: ever-growing risk of larger losses @PeterCoffee
Cloud Efficiencies Address Governance Demands“While the Patriot Act continues to be invoked as a kind of shorthandto express the belief that the United States government has greaterpowers of access to personal data in the Cloud than governmentselsewhere, and that ‘local clouds’ are the solution, a recent study weconducted of the laws of Australia, Canada, Denmark, France,Germany, Ireland, Japan, Spain, United Kingdom—and the UnitedStates—shows that it is simply incorrect to assume that the UnitedStates governments access to data in the Cloud is greater than that ofthe other advanced economies.“Law enforcement and national security officials have broad access todata stored locally with Cloud service providers in the countries weinvestigated. Our research found that that it is not possible to isolatedata in the Cloud from governmental access based on the physicallocation of the Cloud service provider or its facilities, and thatGovernments ability to access data in the Cloud extends acrossborders.” - http://www.hoganlovells.com @PeterCoffee
Trust Attainment Enables Cloud Adoption• Robust infrastructure security• Rigorous operational security• Granular customer controls – Role-based privilege sets – Convenient access control & audit• “Sum of all fears” scrutiny – Multi-tenancy shrinks attack surface; slashes opportunities for error – The most demanding customer sets the bar – PCI DSS Compliance Level 1; FIPS 199 LOW and MODERATE – Comprehensive, continuing audit/certification @PeterCoffee
Canadian Leaders salesforce.com Currently used by – all six national banks – five major insurance firms – all three national telco providers – high-tech leaders – aerospace manufacturers and operators – various public-sector agencies @PeterCoffee
Social Velocity Leads to The Cloud• Old Cloud: Centralization + Automation Cost Reduction – Distant resources: considered to be a tolerable nuisance – Security: assumed to be a challenge, and compliance a barrier – ‘Cloudwashing’ of legacy products: tempting and easy• New Cloud: Connection + Simplification Acceleration – Data and process in cloud are closer to everything else you need – Security is part of the service; audit trails are easy to provide – You can’t ‘connectwash’ a server, no matter how much virtualization you apply or how many ‘private clouds’ you proclaim – In false clouds, you pay for resources… …in true clouds, you pay for opportunities @PeterCoffee
Customer Success in True Clouds On spec, on time, on budget deployment of a fully tested, proven cloud capability: trusted security and global availability Modern applications, driven by user feedback for continuing improvement – with “clicks, not code” customization “No Software”: what’s paid for is function, not code. Continuous scrutiny of operations, maintenance of facilities, and world-class security are literally “part of the service” Multiple upgrades per year: no disruption, shrinking deployment times, backward compatibility to previous API releases “The future is already here – just not evenly distributed” - William Gibson @PeterCoffee
Thank You petercoffee f email@example.com @PeterCoffee
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