Welcome to the Internet of Customers
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Welcome to the Internet of Customers

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Welcome to the Internet of Customers. ...

Welcome to the Internet of Customers.

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.

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  • Hello, my name is Steve Moroski, Area Vice President at Salesforce.com. 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 Salesforce.com, and then I am going to show how our customers are making a transformation in their business using social, mobile and cloud technologies to connect better with their customers.
  • Before I begin, just a word from our lawyers.  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.We are helping the world shift from mainframe and client-server to the cloud. 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. This means that you are always getting the latest innovation so you can focus on your business, not technology.
  • Our customers have responded to our offerings with lots of enthusiasm. Our customers and their success have propelled us to be the 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 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 #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, Salesforce.com has always been about a new technology model and a new business model, but we've also created a new philanthropic model. This model is a 1:1:1 model where we give 1% of our equity, employees time, and product to non-profits.Our 1:1:1 model has been so successful that companies like Google, 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 Blue Hair Technology Group.
  • We love our industry. We love our industry because it's constantly changing, it's constantly evolving. And look at this.
  • 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 communicating with engineers, your refrigerator tells you when you need more milk, the Coca-Cola machine knows you’re favorite drink, even light bulbs are connected. 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 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.
  • 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, they’re 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. This toothbrush has forever changed your bi-annual trip to the dentist. This is an incredible new world. A world with more insight and intelligence than ever before. This new world requires a new level of trust and a new level of transparency.Sources: Social: Aggregate of major social network user baseMobile: Estimate by QualcommConnected: Cisco estimate “Internet of Everything” (http://share.cisco.com/internet-of-things.html)Cloud:Salesforce.com 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 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.
  • The only question is are you ready to make the change? Are you ready to make that change for your customers? Customer Service: Are you ready to make that change in customer service? Can you serve customers everywhere? Example: Philips is building support directly into all their products, from MRI and Ultrasound machines to Light Bulbs. These connected products enable proactive service. (Philips Video: http://www.youtube.com/watch?v=b6ntEatqj3k)Sales: What about new ways to sell? Is your sales team 100% mobilized, do they have the ability to sell 1:1 from anywhere? Do your products know your customers and offer them the ability to buy more?Example: ADP is building mobile apps to connect their global sales organization: (ADP Video: http://www.youtube.com/watch?v=t8S8Zq8fRbE)Marketing: What about marketing? Are you delivering a consistent message on every channel? Encouraging loyalty and driving more sales?Example: Sony is connecting the ExactTarget Marketing Cloud to the Sony PlayStation product to deliver targeted and relevant communications: (Sony Playstation Video: http://www.youtube.com/watch?v=XnHBUuG-o18)
  • 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, they 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?
  • The question is: How do you become a customer company? How do we fix this app gap and connect with our customers in a whole new way?Customer companies need a customer platform for the internet of customers, a robust platform to connect all their apps, all their customer data and all their devices. [CLICK]
  • …and that is exactly what we have done at salesforce.com, recently introducing the Salesforce1 Platform: a new customer platform for the internet of customers. It’s the best engineering we have ever done, and I’d like to tell you a little more about it.
  • The Salesforce platform was already the #1 enterprise cloud platform with four million apps built on the platform, 72 billion records stored, 1.5 billion transactions a day completed on the platform. That doesn’t even include ExactTarget, who's delivering another billion transactions every single day. Two million app exchange installs on the platform, 2,000 AppExchange apps on the platform.But the platform needs to go forward, it needs to evolve. [CLICK]
  • It needs to take advantage of this new world -- of the world of social and mobile and cloud and the new world of connected devices, and it needs to be built for each of the five constituents that are so important. We need to build it for the developers, the ISVs, the end users, the administrators, and we have to build it for the customers.
  • 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.
  • And at Salesforce, we already have this incredible app ecosystem called the AppExchange with over 2,000 pre-integrated apps. But we wanted to give our partners more power than ever before so they also have access to these 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 platform functionality. You can see the list here, we’re taking the AppExchange to a whole new level here.
  • And, of course, end users demand a new user interface. They have a wide variety of new devices, and the software that we built in 1999 is great on PCs and laptops, but it needs to be amazing on mobile. So we've looked at the best mobile apps -- apps from companies like Twitter and Facebook and others, who have led this charge in the consumer world, and we've looked at their metaphors, just as we looked to Amazon in the past, and we've created this phenomenal new application called Salesforce1, which is available today on Google Play and Apple’s Appstore.So now, all your customer data, all your analytics, all your customizations, custom apps, custom objects, everything is right there 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.
  • SalesforceA: We realize that Administrators are the life-blood of an organization and they needed an app to be able to do administration wherever they are. We call this app SalesforceA. Now, Admins can fully customize Salesforce right from their mobile device.Salesforce#: Admins also wanted two-factor authentication, Salesforce# [Pound] is soon going to be available on the app store and Google Play, as well, so you can do two-factor authentication right from your mobile device.Customization: And admins wanted to be able to fully customize all aspects of Salesforce1 to make it exactly for their company -- putting in their identity, putting in their brand, putting in their 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've completely rebuilt our architecture. Our leading sales, service, marketing and AppExchange offerings are built on this new customer platform. 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 ahead of their customers, welcoming them as they arrive.
  • 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 BrianSpaly, 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
  • 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.
  • 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.
  • How Ford uses the Marketing Cloud:Created anonline hub for content and community (Ford Social ) where customers can read stories, find out insider information and new ideas, and share and chat with ford insiders and other Ford owners. Powered a badge campaign, the site allows users to choose and share a badge that best describes their relationship with Ford. Dealerships create, update, and analyze social media content using the Marketing Cloud. Dealerships publish to multiple social networks and use social profiles to update social applications on their Facebook page. Allow fans to upload videos and stories to express their opinions about the Ford Fusion on various web properties, including the Ford website and Facebook page.Social Ads promote the new “Escape Routes” television show on NBC, plus drive fans to register to participate online in the show
  • This is the Internet of Customers in action, this new connected world presents an enormous opportunity to connect with your customers in a whole new way.
  • 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 97 billion transactions per quarter, which is a 47% increase YoY.Additionally, we continue to improve the average page time that our applications take to load. In Q3, the average page time load is only 238 ms!
  • With the Sales Cloud, you connect to your customers, employees, partners, and products to ensure that your team can close every deal.By connecting to your customers, you can collaborate with them, share files, and build communities that foster longer term relationships and more sales over time.By connecting employees in the sales cloud, you can bring the right employees into deals to help close deals faster. The best sales people often leverage many experts in their company that aren’t in sales. They are experts in products, finance, and service.For many companies, selling means working closely with partners, sharing product information, leads, and deal information across a community of partner organizations.And finally, if you have products with data that you can connect to your communities and networks, you can identify service and potential cross-sell and up-sell opportunities.
  • The Sales Cloud is the world’s #1 sales application.It includes all the tools that you need to close more deals to grow your business(Go through the chicklets if applicable)
  • 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
  • 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 an 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.
  • One company that has achieved incredible success with the sales cloud is NBCUniversal. NBC is a $5 billion cable conglomerate with almost 30 different networks in its portfolio. NBC is using the Sales Cloud to manage over 2 million advertising spots a year. They have been able to integrate their pipeline across all their properties, achieving a level of visibility and alignment never before possible. They have increased sales by $42 million and their ROI by over 300%.Additional NBCUniversal Context-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Business Challenges: NBCUniversal suffered from poor visibility and inaccurate analytics with their current system. With the evolving demands of today’s advertising industry, the company needed to support sales of multiple properties and non-traditional media placements and improve collaboration between sales and marketing to better cross-sell across properties and channels. NBC wanted to replace existing solutions with a single, integrated CRM and content management system and needed a platform that could be deployed quickly and changed easily.VisionNBC had a vision of a single view of advertisers across properties, where sales people could collaborate with each other and with the marketing organization to increase sales. They also saw the benefits of a mobile salesforce and wanted a solution that would help their sales people to collaborate and sell effectively from anywhere.Products Purchased Sales Cloud licenses with Chatter (with Mobile on iPads)Force.com Licenses - Force.com used to develop and re-platform existing apps vendor management for use by procurementAppExchange – LinkedIn, DupeBlocker, Vertical Response and relevant dashboardsImplementation:Salesforce Strategic Services supported the initial roll out. Since then Bluewolf and Emerging Solutions have been involved in additional phases of the deployment.
  • The Service Cloud is the award-winning app for delivering customer service in the Internet of Customers.When customers want service or an answer to a question, they no longer pick up the phone. Instead, they Google it. They tweet it. Your call center agents need to join these conversations but can’t. The problem is that yesterday's call centers don’t work with Google, Twitter, Facebook or community sites. Companies are struggling with how to bridge the gap between their existing call center technologies and where their customers are today. With the Service Cloud, you can bridge the gap between your call center agents and where your customers are on the social web. More than 34,000 companies have deployed the Service Cloud to engage with and delight their customers. Today, customer service agents are faced with more and more complex service questions. To answer these questions, they have to work across the company to find the answer. With Chatter and the Service Cloud, agents can collaborate with experts and across the company to resolve cases faster than ever before.
  • The Service Cloud is helping companies transform customer relationships. Leading analysts firms like the Gartner Group consistently recognizes the Service Cloud as the undisputed hands down leader in its Magic Quadrant for customer service and support. The Service Cloud is also recognized as the market leader by CRM magazine, and was named as the #1 application for case management and web support by Social CRM.For 34,000 companies like Activision, Enterasys, Symantec, and Transunion, the Service Cloud is helping companies connect with their customers on new social and mobile channels.And the proof point is that customers are increasing customer satisfaction by an average of 34%.
  • 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.
  • Activision is the world’s #1 video game publisher. Activision Video---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Activision video: http://www.youtube.com/watch?v=_xoHTWkMKM4Additional Activision Context---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Business ChallengesActivision was using RightNow to support customer issues and complaints. It was a stagnant, siloed system that was costly to maintain. Their global call center employed 100 agents, who could only provide service by phone, in English, and were only able to help resolve the issues 50% of the time. In order to unify and streamline their workforce, Activision needed an internal platform for social collaboration and a single set of IT and HR apps shared across the enterprise. VisionShift to a gamer-centric support model that delivers outstanding service to gamers across every channel: phone, live chat, self-service and social media. Monitor the social web to identify proactive support opportunities and to take preemptive action against cheating and code replication. Measure the impact of these efforts. Products Purchased & Use CasesUE Service Cloud Live Agent Chat Customer Portal for Self-Service and Site.com Radian6 users & Social HubEmployee Help Desk: Customer Portal - UE Service Cloud (including Platform and Chatter) Exact TargetImplementationDeloitte handled the implementation and offered consultation around identifying gamer support opportunities and pain points, the scope of initial release with long-term deployment roadmap, and creating the timeline of projects based on business value and IT readiness.
  • 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.
  • 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 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.
  • 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.
  • Confirmit: About the Survey: • 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.

Welcome to the Internet of Customers Welcome to the Internet of Customers Presentation Transcript

  • Steve Moroski Area Vice President Connect with your customers in a whole new way @stevemoroski
  • 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.
  • Our Mission: Cloud Computing Driver, Catalyst and Evangelist Mainframe Today1960s Client/Server 1980s No Hardware/Software Subscription Model Automatic Upgrades Constant Innovation Enterprise Cloud Computing
  • #1 in Cloud Computing and CRM #1 World‟s #1 CRM Cloud Computing 2011 2012 2013 Market Leader Enterprise, MidMarket, SMB & Sales Force Automation Innovation
  • 1% Time • Equity • Product 530,000+ Hours Service 20,000 Non-profit organizations $53M+ Grants
  • The Third Wave of Computing
  • Terminal Client Devices Products LTE SNA Mainframe LAN/WAN Server Cloud 50 Billion Connected “Things”1,000,000s1,000s “Internet of Things” Third Wave of Computing
  • Behind every is a customer.thing
  • Connect with your customers in a whole new way
  • A Whole New Way to Engage Customers 5BSmartphones by 2017 Social 4.5B Aggregate social users 50BConnected “things” by 2020 Connected Mobile Cloud 58% Faster deployment
  • In the Internet of Customers, Companies Create 1:1 Experiences Web Store Community EmailSocialMobileProduct Stadium Connected Employees Connected Customers Connected Partners
  • Become A Customer Company: Connect to the Internet of Customers Connected Employees Connected Partners Connected Products Connected Devices Connected Customers Social Mobile Cloud
  • Are You Ready to Make the Change? Connected Products Connected Employees Serve Customers Everywhere Sell 1:1 Anywhere Market 1:1 in the Digital World Connected Service, Sales & Marketing
  • Unfortunately, Most Companies Don’t Know Their Customers of companies lack an in-depth understanding of their customers 66% IBM Study of 1,700 CMOs “From Stretched to Strengthened”
  • Companies are Unprepared to Build Next Generation of Apps 2/3of companies feel unprepared for the social & mobile world IBM Study of 1,700 CMOs “From Stretched to Strengthened”
  • “App Gap”: Difficult to Build Customer Apps Complexity of form factors Limited number of developers Multiple operating systems Multiple platforms have deployed apps1/2< 60% 40% 20% PercentofRespondents Mobile apps are critical Mobile apps deployed Economist Study of 1,300 Global Executives “The State of the Customer-Led Economy” “App Gap”
  • How do you become a customer company?
  • A new customer platform for the internet of customers.
  • Salesforce: #1 Enterprise Cloud Platform Market Share#1 Leader Wave for Rapid Developers Wave for Coders Wave for Application Deployment & Delivery 2,000 AppExchange Apps Apps built on the Platform 4M+ Records Stored 72B AppExchange Installs 2M 1.5B Transactions Per Day
  • A New Customer Platform for Everyone Publish Next Generation Apps ISVs Peter Gassner Veeva Manage Salesforce from Anywhere Experience Salesforce1 on Any Device Neil Kamireddy Trunk Club Admins Build Next Generation Apps Developers Geetha Vallabhaneni Luminix Connect with Customers in a Whole New Way Mariam Naficy Minted Employees Every Customer Your Customers
  • Developers: Build Next Generation Apps New Platform Services for Developers Data APIs 10X More API functionality Metadata & UI APIs 230 calls & methods Visualforce1 Build any user interface
  • Partners: Publish Next Generation Apps Docusign Box Concur Dropbox FinancialForceLinkedIn TAS Group ServiceMax FileBoard HP ScanBizCards Evernote Apttus Kenandy eVariant BMC Workday Xactly
  • Employees: Experience Salesforce1 on Any Device AppExchange Apps CRM Custom Apps All your past investments... Feed First UI Notifications Platform Publisher Actions …now in the future Download Salesforce1 App Today
  • Admins: Manage Salesforce from Anywhere Admin app & API for user management SalesforceA Salesforce# Two-factor authentication app Complete customization
  • Customers: Connect with Customers in a Whole New Way Connect customers, partners & products Build customer apps Engage 1:1 with customers Communities Heroku1 ExactTarget Fuel
  • Salesforce1: A New Customer Platform for the Future Salesforce1 Platform APIs Salesforce1 App Salesforce1 Platform Services Force.com Heroku1 ExactTarget Fuel
  • 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 Virgin America Connects Every Employee with a Social Intranet
  • 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
  • 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
  • The Customer Platform to Sell From Anywhere Sell from any mobile device 2,000+ AppExchange apps Build custom mobile apps Customized for you
  • ADP Mobilizes Their Sales Team with Salesforce Integrated mobile apps deployed to increase productivity 10,000+ mobile users Increased adoption rate while decreasing costs
  • The Customer Platform for Service Everywhere Serve customers anytime, anywhere Embed service into every app Solve cases faster with collaboration 2,000+ AppExchange apps
  • The Internet of Customers Has Changed Marketing Forever Fragmented 1:Many Untargeted Seamless 1:1 Experiences
  • The Customer Platform for 1:1 Marketing Build a single view of your customers Manage the customer journey Deliver personalized content on every channel
  • EMAIL MOBILE SOCIAL WEB DATA & ANALYTICS MARKETING AUTOMATION Radian6 Buddy Media Social.com MobileConnect MobiePush Email Editions Distributed Personalized Web Guided Selling Reporting Audience Builder #1 in Digital & Social Marketing
  • Ford Builds a Network of Advocates Created 1st Social Car Launch with Ford Explorer Built Ford Social, a community for insider info & ideas Empowered dealerships to publish, analyze & update social content #2 company in global social mentions
  • Connect with your customers in a whole new way
  • Appendix
  • Enterprise Cloud Computing Basics
  • Benefits of Multi-Tenant Cloud Computing: Fast Easy Open Flexible Trusted No Hardware No Software Automatic Upgrades Scalable Any Device Data Portability Transparency Real-time Status App Marketplace Extensible Enterprise Cloud Computing
  • Fast: Time to Value with Cloud Computing SOFTWARE TIME VALUE Capital Expense Upgrade Expense Cloud Computing Value Greater ROI Low Capital Cost Automatic Upgrades
  • Easy: Continuous Innovation with 3 Releases Every Year Seamless, Automatic Upgrades 42 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.
  • Open: Access Your Data Anywhere, Anytime 50%Of All Transactions APIs: Nearly All your CRM, custom apps, fields, etc. Intuitive interface built for users on the go Modern UI – Notifications, feed-first, publisher actions Any Data Salesforce1 Platform Any Device Salesforce1 App Simple, powerful & secure API‟s SOAP, REST, Bulk, Metadata, Apex & Visualforce Now 10X more API Functionality
  • Flexible: Find, Evaluate & Install Apps For Your Business Leading Cloud Ecosystem 2,000+ Apps 2M Installs
  • Trusted: Our Highest Value Transactions per Quarter Average Page TimeTrust.salesforce.com 97B Transactions in Q3FY14 47% YOY Growth FY12: 306ms FY13: 241ms
  • Connected Employees Connected Partners Connected Products Connected Devices Connected Customers Sell as a Team with Salesforce1 Sales Cloud
  • World’s #1 Sales Application Close more deals to grow your business
  • Market Leading Sales Application Market Leadership Customer SuccessProduct Leadership 100,000+ Companies Across Every Market Magic Quadrant Leader Groundswell Award #1 SFA Market Share Highest ROI Winner – SFA 2013 Winner – Enterprise, Midmarket, and SMB Suite CRM 2013 Technology of the Year Innovative Company
  • Grow Your Business Along Every Major Metric Average Percentage Improvements Reported by Customers Lead Conversion +38% Sales Productivity +36% Forecast Accuracy +45% Win Rate +26% 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. +28% Sales
  • NBCUniversal Grows Pipeline by 400% $5 billion revenue: Selling 2 million spots/year Integrated pipeline across properties Increased sales by $42 million 300% ROI
  • Connected Employees Connected Partners Connected Products Connected Devices Connected Customers Serve Your Customers Everywhere
  • World’s #1 Customer Service App The Customer Platform for Service Everywhere
  • Proven Market and Product Leader Market Leadership Customer SuccessProduct Leadership Leader Customer Service +36% increase in customer satisfaction +95% increase in customer satisfaction +28% increase in customer satisfaction +200% increase in first call resolution #1 Case Management #1 Web Support Leader Contact Center Leader Social CRM Market Leader Champion Customer Service Management 34,000+ Companies
  • Decrease in Support Costs +35% +37% Customer Retention +34% Faster Case Resolution Helping Customers Succeed Across All Metrics Agent Productivity +40% 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. +37% Customer Satisfaction
  • Activision Delivers Multi-channel Customer Service #1 Video game publisher Self-service portal, Q&A community, email, live chat 60,000 cases per month 36% increase in customer satisfaction
  • 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
  • Bringing Together the Best Products in Digital Marketing #1 in Social Listening #1 in Social Publishing #1 in Social Advertising Email Mobile Social Web Marketing Automation Data & Analytics Fuel Platform
  • EMAIL MOBILE SOCIAL WEB DATA & ANALYTICS MARKETING AUTOMATION Radian6 Buddy Media Social.com MobileConnect MobiePush Email Editions Distributed Personalized Web Guided Selling Reporting Audience Builder The Customer Platform for 1:1 Marketing
  • #1 in Digital & Social Marketing Strong Momentum Customer SuccessMarket Leadership 10,000 Customers 8 of 10 Largest Advertisers 8 of 10 Largest Online Retailers #1 Forrester Wave Leader Gartner Magic Quadrant Engagement & Analytics
  • Customer Success In Social Marketing +22% Decrease in Customer Service Costs Competitive Intelligence Product Research/ DevelopmentSocial Lead Volume +30% Average Percentage Improvements Reported by Customers Source: Salesforce Marketing Cloud CSM Customer Study +32% +47% +37% Campaign Effectiveness Brand Monitoring +59%
  • Previous Generation Hardware is Holding You Back Infrastructure Governance Innovation Innovation Infrastructure Governance Focus on innovation Legacy Platforms Focus on infrastructure
  • The World’s #1 Cloud Platform for Building Apps Chatter Multi- language Translation Workbench Email ServicesAnalytics Cloud Database Scheema Builder Search Visualforce1 Monitoring Multi-tenant Infrastructure Apex Data-level Security Workflows Social APIs Analytics APIs Bulk APIsRest APIs Metadata APIs Soap APIs Private App Exchange Custom Actions Identity Mobile Notifications Tooling APIs Developer Mobile Packs Mobile SDK Offline Support Streaming APIs Geolocation ET 1:1 ET fuel Heroku1 Heroku Add- Ons Sharing Model ET API APIs Mobile Services Core Services The Fastest Path From Idea To App
  • Connect Next Generation Devices & Apps to Anything Rapidly build engaging social and mobile apps in any programming language Service and support customers with real- time product intelligence Know more about customer usage by delivering a connected app Launch engaging connected customer apps quickly
  • The Proven Leader for App Development Proven Leader Customer Success Trusted Platform 4 Million+ apps 2 Million+ installs on AppExchange 1.5 Billion transactions/day 50% of transactions via API Trust.salesforce.com“Only leader in all 4 PaaS categories” #1 Market Share (28% market share)
  • The Fastest Path From Idea To App +43% Increase in Coding Productivity +52% Faster System TestingDecrease in IT Costs +46% Faster Integration +45% +52% Faster Design +55% Faster Configuration +58% Faster Deployment 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.