Peter Doolan COGEL Quebec December 2013


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Presentation on the use of technology to innovate and make scarce resources now abundant. Brief introduction to the history of technology and its application to cloud, social, mobile and big data movements. Meant to explain these technologies to a non IT audience.

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  • Hello, my name is ____. I am going to take you on a journey and tell you a little about this shift we call the Internet of Customers. 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, 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.
  • Gaius PliniusCeciliusSecundus, known as Pliny the Elder, was born in Italy in the year 23. He was a naval and army commander in the early Roman Empire, later an author, naturalist, and natural philosopher, best known for his NaturalisHistoria, a thirty-seven-volume encyclopedia describing, well, everything there was to describe. His opus includes a book on cosmology, another on farming, a third on magic. It took him four volumes to cover world geography, nine for flora and fauna, and another nine for medicine. In one of his later volumes, Earth, book XXXV, Pliny tells the story of a goldsmith who brought an unusual dinner plate to the court of Emperor Tiberius.
  • The plate was a stunner, made from a new metal, very light, shiny, almost as bright as silver. The goldsmith claimed he’d extracted it from plain clay, using a secret technique, the formula known only to himself and the gods. Tiberius, though, was a little concerned. The emperor was one of Rome’s great generals, a warmonger who conquered most of what is now Europe and amassed a fortune of gold and silver along the way. He was also a financial expert who knew the value of his treasure would seriously decline if people suddenly had access to a shiny new metal rarer than gold. “Therefore,” recounts Pliny, “instead of giving the goldsmith the regard expected, he ordered him to be beheaded.”
  • Aluminum’s rarity comes down to chemistry. Technically, behind oxygen and silicon, it’s the third most abundant element in the Earth’s crust, making up 8.3 percent of the weight of the world. Today it’s cheap, ubiquitous, and used with a throwaway mind-set, but—as Napoléon’s banquet demonstrates—this wasn’t always the case. Because of aluminum’s high affinity for oxygen, it never appears in nature as a pure metal. Instead it’s found tightly bound as oxides and silicates in a claylike material called bauxite.
  • The plate was a stunner, made from a new metal, very light, shiny, almost as bright as silver. The goldsmith claimed he’d extracted it from plain clay, using a secret technique, the formula known only to himself and the gods. Tiberius, though, was a little concerned. The emperor was one of Rome’s great generals, a warmonger who conquered most of what is now Europe and amassed a fortune of gold and silver along the way. He was also a financial expert who knew the value of his treasure would seriously decline if people suddenly had access to a shiny new metal rarer than gold. “Therefore,” recounts Pliny, “instead of giving the goldsmith the regard expected, he ordered him to be beheaded.”
  • This shiny new metal was aluminum, and that beheading marked its loss to the world for nearly two millennia. It next reappeared during the early 1800s but was still rare enough to be considered the most valuable metal in the world. Napoléon III himself threw a banquet for the king of Siam where the honored guests were given aluminum utensils, while the others had to make do with gold.
  • For fourteen years, 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.
  • 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.
  • We love our industry. We love our industry because it's constantly changing, it's constantly evolving. And look at this. [Click]
  • Today, the devices, networks and computers we use to connect are all changing. In the first wave of computing, it was mainframes, proprietary terminals, and S&A networks and mainframes from IBM. Then we moved to the second wave of computing -- client server computing, PCs, LANs, WANs, PC servers, created by companies like Microsoft and Oracle. But today, we're entering into a third wave of computing, the most exciting wave of computing ever, and it's not about thousands of computers or millions of computers. It’s 50 billion connected things by 2020 (estimate by Cisco), because everything is on the net. The aircraft engine is on the net, the Caterpillar tractor is on the net, the Coca-Cola machine, the light bulb is on the net. Everything is going to be on the net, and all of these things are going social. They're going mobile, they're going cloud, they're getting connected in phenomenal new ways.{great opportunity to tell a personal story here}---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------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 behind this internet of things is something profound. Because behind all the technology, all the devices, all the apps, all the tweets, is the single most important thing of all….a customer.There's a customer behind each and every one of these interactions on the internet, and in the world of the internet of things, it's really an Internet of Customers. [CLICK]
  • It's an Internet of Customers, and we need to reassess -- 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, 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.
  • When we look out at what's happening in the world, there’s never been a more exciting time. We now have a whole new way to engage customers, through Social with 4.5 Billion aggregate social users, this is where your customers are. Through Mobile, because your customers are not on their desktops accessing these social networks, their on these amazing smart phones. Did you know there's only 1.5 billion Smartphones out there, but there's five billion cell phones, and all of those cell phone users are going to upgrade to these new next gen Smartphones by 2017. This presents an enormous opportunity to interact, the opportunity to entertain, the opportunity to get educated, the opportunity to engage with your vendors, your employees and your customers.In this Internet of Customers, everything is connected, products, devices, people, everything. An example is this amazing new connected toothbrush from Philips. This is not a normal toothbrush, it is part of an eco-system, it is Wi-Fi-based and GPS-located. So it knows how I'm brushing, how I'm holding it, where it is in the world, and when I go into my dentist's office, guess what? He isn't going to say did you brush? You know what he's going to say? He’s going to bring up my Philips account and review my usage with me. This is an incredible new world. A world that requires a new level of trust and a new level of transparency.But it's just not about the dentist. It's about everything being connected, and controlled through these incredible smartphones with apps.Sources: Social: Aggregate of major social network user baseMobile: Estimate by QualcommConnected: Cisco estimate “Internet of Everything” ( Customer Relationship Survey conducted March 2013, by an independent third-party,Confirmit Inc., on 5,200+ customers randomly selected.
  • And today’s customer EXPECTS a 1:1 relationship with your company, they expect a consistent experience on every channel. This is a powerful shift, a 1:1 relationship between the customer and company. This is a pretty big change built on the foundation of social, mobile, cloud and connected devices.
  • Every company is in transformation. We all have to become a customer companies, we must transform to connect with our customers in a whole new way.Customer companies are not only connecting their customers, they are connecting employees together so they collaborate around customer accounts, problems, and ideas. Connected employees can solve problems faster and leverage expertise across your company.Customer companies are also connected with their partners, distributors, and suppliers so they can share customer information and better sell and service customers.Customer companies even have connected products. By connecting your products to your employees, your customers, and social networks, you can better service your customers. You can use product data for maintenance, marketing promotions, and sales opportunities.Customer companies are empowering everyonewith connected devices, enabling employees, partners and customers to connect from anywhere.
  • Developers deserve a new generation of platform, because building mobile apps is hard. You need more APIs available in your development environment than ever before.When we built Salesforce originally, we were mostly focused on building our data APIs and giving developers access to data. Now, we need to be able to provide ten times more API functionality, with over 230 calls and methods so all your page layouts, data, fields, etc. are carried forward into these new mobile environments, and we needed Visualforce to run on every mobile device so that developers can build any user interface to match a brands look and feel.
  • Our customers have responded to our offerings with lots of enthusiasm. Our customers and their success have propelled us to be the world’s #1 CRM and #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 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 and Marc Benioff the award for innovation in the process and service category Forbes “Best Companies to Work For” – was awarded #22 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, 2011 and Nov. 13, 2012.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.
  • Now, 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 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]
  • Peter Doolan COGEL Quebec December 2013

    1. 1. Connect with your customers in a whole new way 2013 COGEL Annual Conference Peter Doolan SVP @peterdoolan
    2. 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, 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 products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, 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., inc. assumes no obligation and does not intend to update these forward-looking statements.
    3. 3. A Journey Through History Gaius Plinius Secundus
    4. 4. A Journey Through History Tiberius Julius Caesar
    5. 5. A Journey Through History Aluminium
    6. 6. A Journey Through History Napoleon III Elected President in France's first ever popular vote in 1848
    7. 7. 1864
    8. 8. The Aluminium “Twins” In 1886, two young 23-year old inventors simultaneously and independently filed their patents for the production of aluminium: the French Paul Héroult and the American Charles Martin Hall
    9. 9. Aluminium & Innovation • 1890 Switzerland Zéphir, first aluminium craft • 1893 UK Eros Sculpture at Piccadilly Circus in London • 1895 USA Defender, first boat made from aluminium, wins the America’s Cup • 1898 Italy Aluminium dome of San Gioacchino church in Roma • 1899 France 100 km/h record by La Jamais Contente, an electric car with an aluminium body
    10. 10. Aluminum Cap of the Washington Monument November 1884, Tiffany's displayed the polished aluminum pyramid for the benefit of "thousands of New Yorkers who delighted in being able to later say `I stepped over the top of the Washington Monument
    11. 11. Production Explosion Since 1950
    12. 12. Technology is a resourceliberating mechanism. It can make the once scarce the now abundant.
    13. 13. Our Mission: Cloud Computing Driver, Catalyst and Evangelist Mainframe Client/Server Enterprise Cloud Computing No Hardware/Software Subscription Model Automatic Upgrades Constant Innovation 1960s 1980s Today
    14. 14. 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
    15. 15. Fast: Time to Value with Cloud Computing Low Capital Cost Automatic Upgrades VALUE Cloud Computing Value Greater ROI TIME Capital Expense Upgrade Expense SOFTWARE
    16. 16. From Scarcity To Abundance Focus on innovation Innovation Innovation Governance Governance Infrastructure Infrastructure Legacy Platforms Focus on infrastructure
    17. 17. Connect Next Generation Devices & Apps to Anything Launch engaging connected customer apps quickly Rapidly build engaging social and mobile apps in any programming language Service and support customers with realtime product intelligence Know more about customer usage by delivering a connected app
    18. 18. The Third Wave of Computing
    19. 19. Third Wave of Computing “Internet of Things” Cloud Server LTE Mainframe LAN/WAN Devices SNA Terminal 1,000s Products Client 1,000,000s 50 Billion Connected “Things”
    20. 20. Behind every thing is a customer.
    21. 21. Connect with your customers in a whole new way
    22. 22. A Whole New Way to Engage Customers 5B Smartphones by 2017 4.5B Aggregate social users Mobile 50B Social Connected “things” by 2020 58% Faster deployment Cloud Connected
    23. 23. From Here…
    24. 24. … To Here In A Single Generation
    25. 25. In the Internet of Customers, Companies & Governments Create 1:1 Experiences Connected Customers & Citizens Product Mobile Social Connected Employees Web Stadium Email Connected Governments Store Community
    26. 26. Become A Customer Company, Government, Non-Profit: Connect to the Internet of Customers Connected Connected Voters Connected Products Connected Employees Devices Social Cloud Mobile Connected Customers & Citizens
    27. 27. Your Brand Is No Longer Your Property Fortune 100 Facebook Fan Growth Fortune 100 Facebook Activity Fortune 100 Web Traffic Activity Fortune 100 Web Growth Jun 2010 Webtrends, “The Effects of Social Networks on the Mobile Web and Website Traffic”; Google Social Media Analysis Study Dec 2011
    28. 28. The Social “Graph”
    29. 29. 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
    30. 30. The Drumbeat Of Innovation Is Constant “Someday, you’ll have to tell your kids about phones that had wires…and TVs that didn’t” - Scott McNealy
    31. 31. SVP Global Enterprise Sales Engineering Peter Doolan
    32. 32. #1 in Cloud Computing and CRM #1 Innovation World’s #1 CRM Cloud Computing Market Leader 2011 2012 2013 Enterprise, MidMarket, SMB & Sales Force Automation
    33. 33. % 1 530,000+ Time • Equity • Product Hours Service $53M+ 20,000 Grants Non-profit organizations
    34. 34. Acknowledgements Abundance – The Future is Better Than You Think, written by Dr. Peter H. Diamandis, X PRIZE Foundation Chairman/CEO, and Steven Kotler, Science Journalist.
    35. 35. Acknowledgements Peter Coffee is an American computer specialist. He is best known for his longtime role as a commentator for Ziff Davis, where he was most recently Technology Editor for eWEEK until his departure for in January 2007. He has twenty years' experience in evaluating information technologies and practices as a developer, consultant, educator, and internationally published author and industry analyst.