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Building Rich & Engaging Customer-Facing Apps

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Slides presented during a Building Rich & Engaging Customer-Facing Apps webinar hosted by Salesforce on May 12th 2015.

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Building Rich & Engaging Customer-Facing Apps

  1. 1. Building Rich & Engaging Customer- Facing Apps Webinar – Tues May 12th Gerry Kenny Salesforce Programs Manager Gerry.Kenny@salesforce.com @GerryatSFDC
  2. 2. 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 shopper 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 shopper deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise shoppers. 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. Shoppers 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. Safe Harbor
  3. 3. Welcome & introduction The Salesforce Advantage – our secret sauce. The consumer App experience Building on Heroku Connecting to the Salesforce1 Platform Q&A Agenda
  4. 4. Today’s speakers Gerry Kenny Salesforce Programs Manager Gerry.Kenny@salesforce.com Gavin Guinane Master Technical Architect for Salesforce1 Platform gguinane@salesforce.com Adam Littler Commercial specialist of Heroku alittler@salesforce.com
  5. 5. Cloud Computing Driver, Catalyst & Evangelist Our Mission Mainframe Client/Server Today1960s 1980s Enterprise Cloud Computing No Hardware/Software Subscription Model Automatic Upgrades Constant Innovation
  6. 6. World’s #1 CRM company World’s most admired software company World’s most innovative company Celebrating 16 Years of Customer Success 4TH YEAR IN A ROW!2011 • 2012 • 2013 • 2014 #1 most admired in software #8 best company to work for
  7. 7. Celebrating 16 Years of Giving Back 1-1-1 Model Adopted by 920K+ Service Hours $80M+ Grants 25K+ Nonprofit Organizations 1% Time 1% Equity 1% Product Sharethemodel.org
  8. 8. SNA Terminal Mainframe Connect With Your Customers in a Whole New Way LAN / WAN Client Server LAN / WAN Client Server Cloud Mobile Social Data Science Thousands customer interactions connected thingsBillions TrillionsMillions
  9. 9. The Customer Gap Your Company Service Agents Salespeople Marketers Customers 77%of customers are not engaged with companies Not engaged with: Your mobile apps Your communities Your employees
  10. 10. 32% + 40% + 40% + 39% + 55% + Increase in sales Customer satisfaction Marketing ROI Customer retention Faster deployment Engaging With Customers Delivers Success Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected.  Response sizes per question vary. Average Percentage Improvements Reported by Salesforce Customers
  11. 11. Every company becoming a software company APP Revolution Build mobile apps fast Employee apps Customer apps Partner apps
  12. 12. Industry trends & themes re app development 25% of IT software budget to mobile application development, deployment, and management by 2017. 45% of mobile enterprise app initiatives to be delayed or go over budget in 2015. The number of enterprise applications optimized for mobility will quadruple by 2016. Over 50% of large organizations will invest in enhanced enterprise mobility - securing apps and data in 2015. By 2017, 100% of apps in customer-facing roles will be built for mobile-first consumption. 85% of companies have a mobile backlog of between one and 20 applications Mobile App Backlog is Directly Damaging Revenue in the Enterprise
  13. 13. How does Salesforce do what we do?
  14. 14. Salesforce1 Platform AnalyticsCommunityMarketingServiceSales Apps Trusted Cloud Infrastructure Force.com • Heroku • Wave Shared Data Shared Workflow Shared Reporting Shared Collaboration Shared Identity Shared APIs Lightning Builder • Framework • Components
  15. 15. Apps are Transforming Industries Startups disrupt by developing apps with speed and innovation, and delivering superior customer experiences Transportation EntertainmentShopping Transactions
  16. 16. Today, Every Company Must Be an Apps Company Your brand, your products, your customer experience are carried by your apps 24 x 7 ü  Brick-and-Mortar Retailer ü  Apps Company ü  Home Controls Manufacturer ü  Apps Company ü  Shopping Center Operator ü  Apps Company
  17. 17. What Does It Take to Build Apps Like These? Transformative apps require a different recipe Technologies of the consumer internet like Node, PHP, Java, and Ruby Pixel-perfect digital experiences for brand fidelity and customer delight Powerful developer and app management tools to free your team to innovate Frequent and fast iteration of new features to keep up with the market Seamless integration to powerful business tools like Salesforce Scalable, high-performance platform to handle rapid and uneven growth
  18. 18. Loyalty & Engagement Internet of Things Marketing Campaigns Websites & Media eCommerce What are leading brands using Heroku for?
  19. 19. Salesforce1 Platform AnalyticsCommunityMarketingServiceSales Apps Trusted Cloud Infrastructure Force.com • Heroku • Wave Shared Data Shared Workflow Shared Reporting Shared Collaboration Shared Identity Shared APIs Lightning Builder • Framework • Components
  20. 20. These Modern Customer Apps Demand a Different Recipe ​ Open Source ​ New Frameworks ​ Rapid Iteration Tools ​ New Architectures ​ Continuous Delivery ​ Instant Scalability ​ Modern Languages ​ Flexibility and Scale are keys to success ​ Personalized ​ Immediate ​ Beautiful design ​ Connected
  21. 21. Build Apps Fast. Build Business Faster. Shopper Apps Create engaging shopper-facing apps faster Employee Apps Build powerful employee-facing apps faster
  22. 22. Agile and elastic platform that developers love Smarter infrastructure lets you build apps that scale Open and extensible Modern language support and ecosystem of 150+ add-ons Connected to Salesforce Sync customer apps with business processes Build Engaging Customer-Facing Apps with Heroku
  23. 23. When building consumer or customer- facing apps When Do Customers Choose Heroku? To leverage “open source” developer skills and frameworks Ruby Java node PHP Python Scala To easily integrate apps with Salesforce system of record
  24. 24. Dynos Database Add-ons So What? ​ Things dev teams have to do if they don’t have Heroku ​ Wait for IT to provision servers for dev, test, prod (up to weeks) ​ Make sure that OS, web server, runtimes, all code bases are in synch, up to date, patched (constant effort) ​ Figure out how much infrastructure is enough, but don’t over-buy (The Price is Right) or ​ “Just say no” to the business ​ Wait for databases to be provisioned (days) ​ Back up the databases ​ Tune the databases ​ Patch the databases or ​ Hire a DBA for $150k ​ Figure out and install products (days to weeks) ​ Sign MSAs/contracts with a bunch of vendors ​ Be sure to pick the right ones – swapping takes time and money or ​ Reinvent the wheel because vendor management makes you crazy
  25. 25. Customer-facing Apps (B2C &B2B) Business Use Cases Functional Use Cases Common Use Cases
  26. 26. Agility and scalability essential for Macy’s to succeed across shifts of fashion season, customer preferences, and marketing promotions Created mobile ecommerce websites for Bloomingdales.com and Macys.com on Heroku Faster innovation and time to market benefits lead to additional mission-critical online apps Macy’s Delights Customers with Mobile Apps Built on Heroku Andrew Bertera, Executive Director of Marketing “Heroku gives us a powerful, flexible platform that enables us to test, learn, and proceed aggressively with new mobile ideas that excite our customers, making shopping more convenient and fun.” -- Shawn Morrisey, VP of Mobile Engineering, Macys.com
  27. 27. • We will send on a link to recording • You are welcome to contact any of the presenters directly for follow-up ​ ___________________________________________________________________________________ ​  ​ To make this all more real for you, give us just one hour and we promise to leave you with a working app that shows you how the power of rapid app development on Salesforce can transform your business like never before. ​ ___________________________________________________________________________________ Next steps Gerry Kenny Salesforce Programs Manager Gerry.Kenny@salesforce.com Gavin Guinane Master Technical Architect for Salesforce1 Platform gguinane@salesforce.com Adam Littler Commercial specialist of Heroku alittler@salesforce.com

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