Sales and Service Cloud


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This is the Sales and Service Clouds presentation from the Becoming a Customer Company event on July 17th, 2013. This event was co-sponsored by Magnet 360,, and Marketo.

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  • Every decade brings a major revolution in computing. We’ve seen the world shift from mainframe, mini, and client-server computing systems to cloud computing in the 1990’s. Companies like Amazon and Google, led the way in cloud computing and enabled companies like to bring cloud computing to the enterprise. With cloud computing, we saw another major shift in the 2000’s with the advent of smartphones as companies like Apple and Steve Jobs showed us what was possible on a mobile device.. Mobile is no longer a ‘nice to have.’ It is now a ‘must have,’ and not just for consumers but for businesspeople as well. But it doesn’t stop there. The last few years have witnessed a groundswell in activity toward social media and social networking technologies. We see this in how people are connecting with other people on Facebook, or connecting with jobs on LinkedIn, You see it in how people are getting educated and finding out what’s most important to them by who they follow and the lists they subscribe to on Twitter. We call this the social revolution.
  • When you harness these revolutions, you can become a customer company and connect with 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. This is what a customer company looks like. You need to be more deeply integrated with your customers than ever before because that’s what they want, and it’s more possible and more exciting today than it ever was before.
  • To add context to our discussion, lets take a look back at the evolution of customer service over the past 3 decades or so. In the 1980’s it was all about the call center and the 800 number. It was the first time that we really reached out and said “dear customer, we care” we care so much we are going to put a dedicated easy to remember phone number on the side of potato chip packets, tooth paste boxes and at the bottom of bank statements. Screaming “call us”! In the 1990’s we saw the emergence of the internet, cloud technology and a new channel of service, email. Lo and behold, the ‘call center’ matured to become the ‘contact center’. And everything was fine for the decade until something amazing happened. In the mid 2000’s the world went social. Like the internet in the mid 90’s, it changed everything. People were going to entirely new places to find answers to questions, by-passing the contact center and collaborating amongst their peers and like minded people who had purchased similar products and services. And now everything has gone mobile. And social and mobile stages of evolution have changed customer service forever.
  • Sales and Service Cloud

    1. 1. Sales Cloud + Service Cloud for Optimized Relationship Management
    2. 2. introductions @donmink | @mikemilburn | @mikedannenfeldt
    3. 3. Optimized relationship management?
    4. 4. agenda • Salesforce Sales Cloud • Salesforce Service Cloud • Transforming Sales & Service • Optimization • Q&A
    5. 5. Salesforce Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements.
    6. 6. Sales Cloud @donmink | @mikemilburn | @mikedannenfeldt
    7. 7. The Customer Revolution 1960s Mainframe Computing 1970s Mini Computing 1980s Client Server Computing x 10x 100x 1,000x 10,000x 100,000x 2010s Social Revolution 1990s Cloud Computing 2000s Mobile Computing
    8. 8. Cloud Computing New ways to connect everything New Ways To Connect With Customers Social New ways to connect Trust New ways to build relationships Mobile New ways to reach customers Big Data New ways to discover insight Community New ways to collaborate Software New ways to build apps
    9. 9. Connect to your customers in a whole new way
    10. 10. Today’s Systems Are Holding You Back Manual Processes Disconnected Systems Spreadsheets Connected Products Connected PartnersConnected Customers Connected Employees
    11. 11. Sell as a team with the sales cloud
    12. 12. Five Questions To Become a Customer Company 1. How do you market to customers when they are everywhere? 2. How do you sell as a team with your customers? 3. How do you service customers when they are everywhere? 4. How do you build a customer platform? 5. How do you transform the way you work? Connected Products Connected Partners Connected Employees Connected Customers
    13. 13. Engagement quadrants
    14. 14. Engagement quadrants
    15. 15. Engagement quadrants
    16. 16. Service cloudDelivering amazing service on every channel @donmink | @mikemilburn | @mikedannenfeldt
    17. 17. Salesforce Service Cloud
    18. 18. Social Mobile Big Data Community Apps Cloud Trust Customer Revolution
    19. 19. Connected Products Connected Customers Connecte d Partners Connected Employees Become a customer company Connect With Your Customers in a Whole New Way
    20. 20. Source: “The Future of Customer Service.” Forrester Consulting commissioned by, July 2012. VP Customer Service CMO CIO 92%Customer Satisfaction First Contact Resolution Average Speed of Answer Service Level Adherence Agent Handle Time Shifting priorities of customer service organizations
    21. 21. 100x1x 1,000x10x 1980s Phone Today Mobile1990s Multi- Channel 2000s Social The evolution of customer service
    22. 22. 340 million tweets/day 2.7 billion Facebook posts/day Billions of blogs & communities Conversations are exploding
    23. 23. Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter” Twitter Complaints Not Answered 71% Facebook Brand Posts Not Answered 95% 88 percent of people unlikely to buy from brands that ignore their complaints online. “ “ Unfortunately, most companies not responding
    24. 24. Tablets Smartphones Laptops Desktop 1.8 Billion Mobile Devices by 2014 2006 2010 2014E 2007 2008 2009 2011 2012 2013E Your customers are more mobile than ever
    25. 25. Your customers are social and mobile……. …but legacy software isn’t Legacy software is disconnected from customers
    26. 26. Agent Console Knowledge Base Analytics Agent Collab- oration Social Mobile Chat Service Cloud Commu-nitiesMobile Co-Browsing Salesforce Platform Deliver amazing service everywhere
    27. 27. Simple ∙ Social ∙ Mobile Salesforce Platform Social Support Business Insights Mobile Access Simple Setup Case Management Self- Service The service cloud for small business
    28. 28. Market Leadership Product Leadership Market Leadership Leader Customer Engagement Center Leader Social CRM Leader Customer Service Champion Customer Service Management Market Leader #1 Case Management #1 Web Support 34,000 Customers Market leaders
    29. 29. Leader in the Gartner MQ: Customer Engagement Centers
    30. 30. Leader in the Gartner MQ: Customer Engagement Centers
    31. 31. +37% Source: Customer Relationship Survey conducted March, 2012, by an independent third- party, MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary. Agent Productivity +40% Decrease in Support Costs +36% +37% Customer Retention +34% First Call Resolution Increased customer satisfaction Helping customers succeed across all metrics
    32. 32. Social Mobile Big Data Community Apps Cloud Trust Customer Revolution
    33. 33. Optimization @donmink | @mikemilburn | @mikedannenfeldt
    34. 34. drink of choice?
    35. 35. How/Where to focus?
    36. 36. Iterative delivery
    37. 37. optimization • Map features to goals/objectives
    38. 38. optimization • Simplify and prioritize
    39. 39. optimization • Voice of the user
    40. 40. optimization • Continual release and evolution
    41. 41. • Map features to goals/objectives • Simplify and prioritize • Voice of the user • Build, Test • Continual release and evolution Optimization
    42. 42. drink of choice?