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Slide Tips: Thank the customer for their time Let them know that this is all about them (the customer) Encourage them to make it interactive
Talk Track: Hi Everyone, my name is ___________ and I’m a ___________ at Salesforce. At Salesforce, it is our goal to make our customers successful. The world is changing, and giving us amazing new opportunities to understand and connect to one another. It’s time to get ready for a new kind of customer success. And we’re going to show you how to do that with Salesforce.
Key Takeaway:We are a publicly traded company. Please make your buying decisions only on the products commercially available from Salesforce.
Talk Track: Before I begin, just a quick note that when considering future developments, whether by us or with any other solution provider, you should always base your purchasing decisions on what is currently available.
Thanks everyone for making time to come to the first Commercial event in Vietnam. And thanks to our customers who are present in the audience for their support and trust in Salesforce.
Key Takeaway: Born Cloud- Our focus from day 1 and what has made us a leader in the industry
Talk Track: For the last sixteen years we have been a cloud computing pioneer and evangelist. Our mission is to help the world shift from mainframe to client-server, to the Cloud. This shift to cloud computing has triggered more innovation in the form of a new Technology Model, New Business Model and a new Philanthropic Model.
Additional Notes: We are customer focused and passionate about cloud computing for the following reasons.
There is no hardware or software to buy, manage or maintain A subscription model allows our customers to buy as need grows. Automatic upgrades mean that our customer can stay focused on the business Constant innovation allows us to deliver a future proof solution to our customers
Key takeaways: The advantage of our multitenant cloud- Use the apartment building analogy Our most demanding customer sets the lowest common denominator Democratization of software
Talk Track: That mission started with a new technology model, powered by our multitenant cloud. This is the fastest way for your business to scale, the fastest way to innovate and we offer continues improvement to security, availability and performance. No matter the size of your company, these benefits are yours. This multitenant infrastructure becomes especially powerful when coupled with our scalable metadata platform which allows you to completely customize your instance of Salesforce and have those customizations protected when we upgrade our code base 3x a year. With 48 major releases and counting, we are the most trusted enterprise cloud.
Key Takeaways: Our success is directly dependent on the success of our customers Customers can grow with us, as the value proposition increases We have all the resources that customers need to succeed (people and technology)
Talk Track: Our business model is built on 100% commitment to your success. Our subscription pricing model exists so you can pay and go based on your own satisfaction. We have a global customer success team focused on the success of your systems in your company, and a broad ecosystem and community to help you get the most out of Salesforce. We know technology is not enough, we have to be personally committed to your success, and that is what we do at Salesforce.
Key Takeaways: Be humble Our success is just a reflection of our customers success
Talk Track: This model and your success helped us grow from a startup to the 6th largest software company in the world. We have 17,000 employees dedicated to the success of our customers. Just this year, we’ve been welcomed into the Fortune 500 and are humbled to be named Fortune’s most admired software company three years in a row, Fortune Best Place to Work seven years in a row, and one of Forbes’ most innovative companies in the world five years in a row! All of this is only made possible by you, our customers, and your innovation and success.
Key Takeaway: Tell a personal story- Ask customer to do the same
Talk Track: We recognize that you have to get back to the fact that you can do more with the company than just make money, build products, hire great people, you can also give back. That is the core of our 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.
And we’re celebrating 16 years of giving back this year. In that time we’ve given over 1.1M hours of community service, $100 million in grants have come out of the foundation, and 26,000 non‑profits use our products which has amounted in $250M worth of donated product. In fact, our 1:1:1 model has been so successful that global companies like Yelp, DocuSign and Splunk have adopted it.
Personally, I am involved in… [Insert personal story here]
What I love about my job is the constant change in technology around us. Today, we are in a world where everything is becoming more and more connected. Many people call this the internet of things, but we look at it as an opportunity for companies to connect with their customers in a whole new way to create an Internet of Customers.
Today, there are billions of connected products, devices, and sensors around us that is creating trillions of customer interactions. And everything is becoming connected on the smartphone.
The first, is we now have incredible new ways to connect with customers, every part of your company can have customers in the center. Connected employees, partners, communities and of course, your apps and your products. _____ It starts by pivoting to the customer, truly making them the most important part of your business and then connecting all the stakeholders and pieces in your business, to allow you to connect with your customers in a whole new way.
Take Barclays, who are centering their business around their customers. They are bringing together their employees, their partners, communities and even their apps & products in exciting new ways to get even closer to their customers than ever before.
Key Takeaways: Your customers are mobile, you should be too Connect with your customers whenever, wherever
Talk Track: While Cloud is fueling faster innovation, the smart phone is the pioneer in our connected world. With more than 6B smartphones in 2020 The Mobile Revolution is giving all of us far more power than a computer in the mainframe age, right in the palm of our hand. This shift is changing the way society interacts and does business.
Customer Story: Coca Cola Coca Cola is one of the oldest and most recognized brands in the world. While many of you may think of Coca Cola as just a beverage company, reality is, they too are becoming a technology company. Coca Cola has created an ecosystem of apps to help their business succeed in this connected world. Whether it’s B2b apps between their field reps and bottlers or B2C apps to engage their customers with 1-1 journeys, Coca-Cola is using technology and apps to move their business, faster.
Source: 6B smartphones by 2020- http://www.fiercewireless.com/europe/story/report-smartphone-connections-reach-6b-2020/2014-09-12
Part of getting closer to your customer than ever before, is freeing up your business to take place wherever you are. Your customers are highly mobile and so should you. There is a mobile revolution taking place, and by 2020 there will be 6 billion smartphones.
It feels like it happened overnight, but I can now really run my business from my phone. We just finished our third quarter and while I was on the road, I didn’t bring my computer. With my phone I was able to see all the key numbers I needed, all the key deals close in the pipeline, and how every region did. The phone has more power than anything now and I’m 100% connected to my business, and more importantly our customers with a single device in my pocket.
Coca-Cola Germany also has seen the future, and their employees runs their entire business from their phones. With just a few mobile apps, they are able to manage their inventory levels, on-board new retailers, and keep connected with all their key business metrics. As their CEO likes to say, “the most dangerous place to make a decision is in the office, you need to make decisions when you are with the customer and do that from your phone.” This is how every company will work in the future.
FROM KEYNOTE And of course we’re living through a mobile revolution, 6 billion smartphones by 2020, it’s simply incredible.
This feels like it happened overnight, but I can now really run my business from my phone. We just finished our third quarter and I while I was on the road, I didn’t bring my computer. With my phone I was able to see all the key numbers I needed, all the key deals close in the pipeline, and how every region did. The phone has more power than anything now and I’m 100% connected with a single device in my pocket.
Look at Coca-Cola. Coca-Cola Germany runs its entire business on its phone. With just a few mobile apps, they are able to manage their inventory levels, on-board new retailers, and keep connected with all their key business metrics. As their CEO likes to say, “the most dangerous place to make a decision is in the office, you need to make decisions when you are with the customer and do that from your phone.” This is how every company will work in the future.
As we accelerate further into the age of the customer, it won’t be just the phone that is connected, it’s everything. 75B connected products by 2020. The growth is simply astounding. GM is connecting its cars, Caterpillar is connecting bulldozers, GE is connecting power stations, everything is connected.
With all of these trillions of connections, the key is that these customer experiences need to be strung into personalized 1:1 journeys. A 1:1 journey means connecting the website visit, to the in-store experience, and then onto actual product usage. Every customer may be in a different stage of their journey, but as a company, you need to know where you want to take them next. How will you serve them, help them and ultimately delight them.
GM is a company doing something really special with their OnStar service. GM has connected their cars to the network and have partnered with Dunkin Donuts and major retail chains to deliver 1 to 1 journeys, literally, to every customer. By tracking things like location, weather and time of day they can suggest relevant, personalized offers to their drivers. I know a journey like that would keep me excited about jumping in my car.
Key Takeaways: Customers are creating more data than ever before
Talk Track: This completely new style of engaging and working together has lead to a Data Science Revolution. With changes in predictive analytics, machine learning and artificially intelligence, 90% of the worlds data has been created in the last 12 months. This data gives companies more insight than they have ever had before.
Customer Story: HMH HMH is an educational and trade publisher in the United States. Publishing textbooks, instructional technology materials, assessments, reference works and fiction and non fiction books for both young readers and adults. They data to stay ahead of the ever changing world of education, publishing and reading. By digitizing many of their books, they are able to have a better understanding of the material their readers are enjoying, and properly suggest the right publications to the educational institutions they sell to. They are taking a dated industry and using technology and predictive intelligence to understand their customer, and their customers, customers.
Source: 90% of the worlds data was created in the last 12 months- Constellation Research
And last but possibly the most interesting, is the ability to make everyone and everything smarter.
All of the connected mobile devices, products, customers and employees I have been talking about are generating more data then has ever been witness. In fact 90% of the world’s data has been created in the past 12 months. The opportunity to be able to understand our business, and customers through this data is unprecedented.
Look at Uber, sure they’ve turned the taxi industry on its head. But at the center of their disruption is data science. Uber aggressively invests in intelligent modeling to anticipate demand before it happens, their pricing is driven by predictive analytics and they continue to open up new business models like Uber Pool and Uber Eats as a result of Data Science. With predictive analytics, Uber knows where to send drivers before the riders even create demand.
Key Takeaways: Not about the size of your data set, it’s what you do with it Data without insight has no value
Talk Track: However, there is a problem we call The Customer Gap. Customers are creating a massive amount of data with their countless interactions and connected devices, but on average companies are only analyzing less than 1% of this data, wasting away all this potential customer insight. Today 77% of customers say they are not engaged with the companies they do business with. Companies need to harness customer data and create 1 to 1 experiences for their customers to close this gap.
Source: 77% of customers are not engaged with companies- Harvard Business Review- https://hbr.org/2012/05/three-myths-about-customer-eng Less than 1% of todays data is being analyzed- IDC- http://cloudtimes.org/2012/12/27/world-information-analyzed-idc-report/
Key Takeaways; Platform positioning is a key differentiator. We provide everything for you to achieve a new kind of customer success Our technology that powers the Customer Success Platform is Lightning.
Talk Track: We are here today to show you how to do this. Become a Customer Company with the Salesforce Customer Success Platform. To respond to these huge breakthroughs in technology, We have built a platform for the future bringing together solutions across Sales, Service, Marketing, Communities, Analytics, Apps and the Internet of Things. The pace of change has increased significantly and you have to move fast to stay ahead of your customer. The Salesforce Customer Success platform allows you to go as fast as the world around you and achieve a new kind of customer success.
And our core technology that powers the Customer Success Platform is Lightning. Lightning is our new experience, ecosystem, and platform that is modern and intelligent.
Now you can connect with your customers in a whole new way, run your business from your phone, build 1 to 1 customer journeys and get smarter about your customers.
At Salesforce, our mission is to help you close the gap and become a customer company - a company focused on creating long-term relationships with its customers.
Through our platform you will be able to connect with your customers in a whole new way, run your business from your phone, build 1 to 1 relationships, and make everyone and everything in your business smarter
Lightning is one platform and one experience that allows you to connect to your customers in a whole new way.
With the Lightning Experience be more productive with a modern and intelligent user experience. Also, you can have a consistent experience across every device and customize your experience to discover the most relevant information for your job.
The Lightning Platform empowers admins and developers to build and deploy apps faster than ever to quickly deliver value. You can build apps once to run on any device and customize experiences to discover the most relevant information for each business user.
And for developers the Lightning Ecosystems you can easily leverage pre-build apps or components that are available in the AppExchange, so you quickly build and deploy apps. And for partners, you can develop apps that you can easily sell and market on the AppExchange.
And that investment has been rewarded as Salesforce is the global CRM leader with industry leadership across the Customer Success Platform both in terms of market share and customer success.But in today’s environment, best of breed is no longer enough. Our customers need best of breed AND integrated, and that is what makes the Customer Success Platform so powerful - it’s built on one scalable platform and completely integrated. And we could think of no better person than to talk about how this is getting better than ever before, than our very own head of products: Alex Dayon.
Key Takeaways: Success requires more than technology alone We have built an ecosystem of employees, customers and partners This is an opportunity for customers (large and small)
Talk Track: At Salesforce, we are focused on helping you create 1 to 1 relationships with your customers. This all starts with our Developer Success Platform, giving you the flexibility to customize and create trusted apps to fit your business, quickly. With over 5.5 million apps built on the platform, we take care of infrastructure so you can focus on innovation. This platform is also what powers our complete CRM, the Customer Success Platform provides the tools you need to connect to your customers across your entire business. However, we understand that great technology alone is not enough to guarantee success, we have people and a robust ecosystem of partners to support you as part of our Customer Success Services. Whether it’s your Salesforce Customer Success Manager or one of the 2 million members in our success community, we have a team of people dedicated to success.
Ask your customer what are some of the key business challenges and what is important to them
Key Takeaways: Invariably these success metrics are important to any business leaders or owners Talk Track: We know that if you engage and connect deeply with your customers and build 1 to 1 relationships, you get incredible success. The companies that do this, see phenomenal results. These are some amazing statistics from our customers who are achieving a new kind of customer success. At Salesforce, we want to take this even further. Our vision at Salesforce is simple, it’s to be your Customer Success Platform.
Key Takeaways: Trust is our number one value All customers benefit from a shared investment in speed, security and reliability We are enterprise grade
Talk Track: We are the worlds most trusted enterprise cloud focused on these five elements of trust. Trusted security, availability, performance, a global presence and enterprise compliance. We’ve seen just staggering growth rates as customers continue to succeed using our platform. Look at some of these numbers: 52% increase in transactions and now consistently averaging over $B transactions a day across a growing, global presence of data centers. This is the technology model we have strived for, and is the foundation of our new Business model, a business model focused on one thing, your success.
In the next few slides, you will see why customers chose Salesforce Cloud as their Platform which basically is around these 5 key areas : Fast, Innovative, Open, Easy and Trusted.
[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 have been delivering 3 major releases per year for the last many years and our major release in the recent month was our 49th major release. Customers like our automatic updates as customization and integration are seamless, saving CIO & IT sleepless nights! Out major releases include lots of features that are sourced by customer community – so again thanks to all our customers globally who have been very open with their feedback!
Enterprise Cloud Computing is a completely open technology that lets you 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.
We make it Easy for customers to find Apps for any business need with the world’s leading business apps marketplace…..at the Salesforce Appexchange our ecosystem comprising ISVs and more than 2M+ developers contributing almost 3,000 apps with almost 4M of installs. You may already be familiar with some of the popular apps such as DocuSign, EverNote etc.
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 270 billion transactions per quarter, which is a 52% increase YoY.
Additionally, we continue to improve the average page time that our applications take to load. In Q4, the average page time load is only 211 ms!
Salesforce understands that the confidentiality, integrity, and availability of our customers' information are vital to their business operations and our own success. We use a multi-layered approach at both application level and infrastructure level to protect key information, constantly monitoring and improving our application, systems, and processes to meet the growing demands and challenges of security.
The last hour or so you have heard a lot from us but you may want to know more. I would strongly encourage you to get to Trailhead at Salesforce if you want to dive deeper or reach out to us during the coffee break or after this event.
Welcome to the age of customer find win keep your customers
Welcome to the
Age of the
Adelyn Le Ngoc Tu
Sales Manager, Salesforce, VN & PH
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of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking
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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
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Cloud Computing Revolution
New Technology Model
Scalable metadata platform
Most trusted enterprise cloud
Security | Availability | Performance
faster time to
New Business Model
Focused on Customer Success
Customer Success Group
Broad ecosystem and community
2013 • 2014
2015 • 2016
2008 • 2009 • 2010
2011 • 2012 • 2013
2014 • 2015 • 2016
2011 • 2012
2013 • 2014
Salesforce: 4th Largest Enterprise Software Company in
the World This Year
4th largest software company based on
analyst consensus revenue for FY2017.
Salesforce fiscal 2017 guidance provided
November 18, 2015: "revenue for the
company's full fiscal year 2017 is projected
to be approximately $8.0B to $8.1B.”
FY16 annual revenue
New Philanthropic Model
$115M+ Grants1% Equity
The Age of the Customer
Everything and everyone
Connect to Your Customers in a Whole New Way
Apps & Products
Run Your Business From Your Phone
Make Everyone and Every Thing Smarter
Get smarter about your customers
of world’s data
created in last 12
of customer data
has been analyzed
of customers are not
engaged with companies
The Customer Gap
Become a Customer Company
Connect to your customers
in a whole new way
Run your business
from your phone
Get smarter about
Powered by Lightning
A Global CRM Leader
7 industry leading apps.
Gartner does not endorse any vendor, product or service depicted in its research publications,
and does not advise technology users to select only those vendors with the highest ratings or
other designation. Gartner research publications consist of the opinions of Gartner's research
organization and should not be construed as statements of fact. Gartner disclaims all
warranties, expressed or implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.
The Gartner documents are available upon request from Salesforce.
A Magic Quadrant Leader for Sales Force Automation
Gartner, "Magic Quadrant for Sales Force Automation," Rob DeSisto, Tad Travis, 7/9/15
#1 Marketshare in Sales Automation Applications, 2014
IDC's Worldwide Semiannual Software Tracker, June 2015
#1 Marketshare in Customer Service Applications, 2014
A Magic Quadrant Leader for the CRM Customer Engagement Center
Gartner, "Magic Quadrant for the CRM Engagement Center," Michael Maoz, Jim Davies, 4/27/15
IDC's Worldwide Semiannual Software Tracker, June 2015
A Magic Quadrant Leader in Horizontal Portals
Gartner, "Magic Quadrant for Horizontal Portals," Jim Murphy, et al 9/15/15
A Magic Quadrant Leader for Enterprise Application Platform as a Service
Gartner, "Magic Quadrant for Enterprise Application Platform as a Service, Worldwide"
Paul Vincent, et al 3/24/16
A Magic Quadrant Leader for Digital Marketing Hubs
Gartner, "Magic Quadrant for Digital Marketing Hubs," Andrew Frank et al, 1/5/16
L I G H T N I N G
Sales Service Marketing IndustriesApps
User & Developer
A Complete Platform for Customer Success
Experience • Platform • Ecosystem
Engaging with Customers Delivers Success
satisfaction + 55%
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
World’s Most Trusted Enterprise Cloud
Five elements of trust
YoY Transaction Growth
Global Data Centers
Enterprise cloud computing
The Cloud is the Fastest Path to Success
Fast Innovative Open Easy Trusted
Performance at Scale
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