Business is Social Keynote - Edinburgh


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Keynote presentation slides from event in Edinburgh on December 13th 2012 at Carlton Hotel-Edinburgh

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Business is Social Keynote - Edinburgh

  1. 1. BUSINESS IS SOCIALAntony Brown & Chris RobertsUK Account Executive Team
  2. 2. Safe HarborSafe 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 suchuncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differ materiallyfrom the results expressed or implied by the forward-looking statements we make. All statements other than statements ofhistorical 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 futureoperations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments andcustomer contracts or use of our services.The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and deliveringnew functionality for our service, new products and services, our new business model, our past operating losses, possiblefluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our securitymeasures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, theimmature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate ouremployees and manage our growth, new releases of our service and successful customer deployment, our limited historyreselling products, and utilization and selling to larger enterprise customers. Further information on potentialfactors that could affect the financial results of, inc. is included in our annual report on Form 10-K for the mostrecent fiscal year ended January 31, 2012 and in our quarterly report on Form 10-Q for the most recent fiscal quarter endedJanuary 31, 2012. These documents and others containing important disclosures are available on the SEC Filings section of theInvestor Information section of our Web site.Any unreleased services or features referenced in this or other presentations, press releases or public statements are notcurrently available and may not be delivered on time or at all. Customers who purchase our services should make the purchasedecisions based upon features that are currently available., inc. assumes no obligation and does not intend toupdate these forward-looking statements.
  3. 3. Agenda14.00 – 14.15 Welcome and Introduction to salesforce.com14.15 – 15.15 Sales Cloud Introduction & Demonstration15.15 – 16.00 Guest Speaker: Simon Driscoll, Sales & Contract Support Manager, Business Stream.16.00 – 16.15 Coffee break.16.15 – 17.00 Service Cloud & Marketing Cloud Introduction & Demonstration17.00 – 17.30 Guest Speaker: Jo Traquair, Director, Jetcloud Ltd.17.30 Networking, Drinks & Nibbles.
  4. 4. Our Mission: Cloud Computing Driver, Catalyst andEvangelist Enterprise Mainframe Client/Server Cloud Computing 1960s 1980s Today
  5. 5. #1 in Enterprise Cloud Computing #1 Cloud Cloud Innovation Computing CRM 2011, 2012
  6. 6. 350,000+ Hours Service % $40 Million+ GrantsTime Equity Product 16,000 Non-profit Organizations
  7. 7. First Enterprise Cloud Company to Reach $3 BillionFastest Growing Top 10 Software Company $3B Revenue Forecast FY13
  8. 8. The Social Revolution 2010s 1960s 1970s 1980s SocialMainframe Mini Client 2000s RevolutionComputing Computing Server Mobile Computing Computing 1990s Cloud Computing x 10x 100x 1,000x 10,000x 100,000x
  9. 9. The Social Revolution 4.5 Billion Social usersSources: Comscore, Morgan Stanley, Facebook, Twitter, YouTube, LinkedIn, Wikipedia
  10. 10. Social Revolution: Next Generation Devices Changing How WeAccess the Web Tablets Smartphones 1.8 Laptops Desktop billion mobile devices by 2014 2006 2007 2008 2009 2010 2011 2012E 2013E 2014ESource: Gartner Research, Smartphone, Tablet, and PC Forecast, December 2011
  11. 11. Social Revolution: Business is Social Enterprise Adoption of Social Networking 70% Companies Adopted Social “ $1.3 Trillion in value can be unlocked through social technologies. ” 2008 2009 2010 2011 2012 Source: 2012 McKinsey Global Institute Study: “The Social Economy”
  12. 12. Social Revolution: Higher Growth Investment than anyIT Category 47% annual growth in spend for social networking Office ERP BI Project CR Management SC M Content Web M Management Social Conferencing NetworkingSource: 2012 IDC “Worldwide Collaborative Applications 2011-2015 Forecast
  13. 13. Social Revolution: Customers Flocking to Social Channels Fortune 100 Facebook Fan Growth Fortune 100 Web Traffic Growth 123% growth in social customersJun 2010 Dec 2010 Jun 2011 Dec 2011Source: Webtrends, “The Effects of Social Networks on the Mobile Web and Website Traffic”; Google Social Media Analysis Study
  14. 14. Social Revolution: Customer Conversations Exploding 150M conversations per day2009 2010 2011 2012 Sources: Twitter, Visible Technologies
  15. 15. Social Revolution: ForCEOs, Social at the Top Customer Connections Sales Forces “ CEOs believe social will become Social one of the top twoNetworking ways to engage Websites customers, mainly at the expense Partners of traditional Call Centers 256% Growth over 3 years approaches. ” - IBM CEO Study 2012 TraditionalApproaches
  16. 16. “ For some time, businesses have been refining and optimizing their networks of suppliers and partners. But something just as revolutionary has been happening—the sudden convergence of the cloud, social and mobile spheres—connecting customers, employees and partners in new ways... ” IBM 2012 Study of 1,709 CEOs, General Managers, and Global Business Leaders
  17. 17. Connect With Your Customers in a Whole New WayConnected ConnectedCustomers Products Connected Connected Partners Employees
  18. 18. GE’s Social Story
  19. 19. World’s #1 Sales ApplicationClose more deals to grow your business
  20. 20. Market Leader Market Leadership Product Leadership Customer Success 100,000+ Companies#1 SFA Market Share Winner – Sales Force Automation 2012 Winner – Enterprise Suite CRM 2012 Across Every MarketMagic Quadrant Leader Groundswell Award Innovative Company Highest ROI Technology of the Year
  21. 21. Many Companies Struggle to Make Sales TargetsNot Enough Not Enough Underperforming Limited Pipeline Time Selling Reps Insights Missed TargetNo lead routing No mobile access Inconsistent Lack of reporting selling process flexibilityPoor data quality Hard to find Information & experts No team selling No real-timeNo social insights visibility Time wasted on emails Limited Poor pipeline & approvals automation Too many visibility spreadsheets Hard to collaborate on Slow ramp-up deals No automated forecasting
  22. 22. Sales Teams Don’t Have Enough Pipeline Lack Quality Leads No lead routing Poor data quality No social insights Poor pipeline visibility Missing Stale Fields Dropped leads leads Old of marketing leads Wrong phone No email title 79% not pursued* numberSource: Sirius Decisions
  23. 23. Reps Waste Too Much Time Not Selling Unproductive Reps No mobile access Price Lists DEAL WON Product Experts Hard to find information & Latest experts Presentation Contracts Time wasted on emails & approvals Hard to collaborate on deals 68% of sales reps time spent not selling*Source: Alexander Group
  24. 24. Today’s Systems are Holding you Back Cloud . Mobile . Social Manual DisconnectedProcesses Spreadsheets Systems
  25. 25. Grow Your Revenue in the Sales Cloud Cloud . Mobile . Social +27% Sales Grow Increase Sales Improve Rep Complete Pipeline Productivity Performance Insight +32% +32% +25% +44% Improved lead Higher Higher win Improved forecast conversion productivity rate accuracySource: Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  26. 26. Make Better Decisions with Complete Visibility Cloud: Point and Click Reports Customizable Dashboards Real-time Data Mobile: On Any Device Social: Collaborative Forecasting +44% Improved Forecast AccuracySource: Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  27. 27. Fireclay Tile fires up productivity with the Sales Cloud and 400% increase in leads using Web-to-lead and email automation 15% increase in year over year sales 50% reduction in order fulfillment time 100% increase in order completion rate through real-time visibility into production, warehouse and orderSustainable Ceramic and fulfillment processesGlass Tile Manufacturer Improved customer website
  28. 28. Deliver for Your Employees and Your Business with Sales Cloud Demonstration by Grant Wallace, Principal Sales Engineer,
  29. 29. Guest Speaker: Simon DriscollBusiness Stream. A Scottish Water Company.
  30. 30. Coffee Break
  31. 31. BUSINESS IS SOCIALAntony Brown & Chris RobertsUK Account Executive Team
  32. 32. World’s Leading Social Customer Service App Building great connections through outstanding serviceSocial Agent Multi- Social Partner Self-Service Communities Analytics Knowledge CollaborationProfile Console Channel Engagement Service
  33. 33. Award-winning Product Leader Market Leadership Product Leadership Customer Success Leader Contact Center 17,000+ Companies Leader Social CRM Market Leader +36% increase in customer satisfaction Leader Customer Service #1 Case Management +95% increase in customer satisfaction #1 Web SupportChampion Customer Service +28% increase in customer satisfaction Management +200% increase in first call resolution
  34. 34. Difficult to Delight Your Customers TodayInconsistent Service Low Agent Poor Customer Across Channels Productivity Experiences Unhappy Customers Disconnected systems Multiple service screens No context Multiple knowledge No single knowledge source Not personalized bases Slow, inaccurate Not connected to back-office answers No support for social No collaboration Low quality of No support for mobile interaction
  35. 35. Customers Unhappy with Inconsistent Service Across Channels Inconsistent Service Facebook Portal Disconnected systems Chat Agents Multiple knowledge bases No interaction context Web No support for social No support for mobile Companies 92% reported decline in customer satisfactionSource: North American Technographics Customer Experience Online Surveys
  36. 36. Hard to Be Productive with Outdated Tools Unproductive Agents Multiple service screens No single knowledge source Not connected to back-office No collaboration No ability to cross-sell Agents must use Service Agent Desktop 54% Avge. multiple sources to answer customer Handle inquiries TimeSource: Forrester Study
  37. 37. Customers Will Leave After a Poor Service Experience Frustrating Experiences Lack of context Not personalized Slow, inaccurate answers Low quality of interaction Not on channel of choice Customers stop doing 86% business after one negative interactionSource: Harris Interactive, 2009 Customer Experience Impact Report
  38. 38. Today’s Systems are Holding You Back Cloud . Mobile . Social Not Mobile Disconnected Not Social
  39. 39. Grow Customer Satisfaction with Service Cloud Cloud . Mobile . Social +34% Customer Satisfaction Outstanding Multi- Higher Agent Amazing Customer Channel Service Productivity Experiences +37% +36% +28% Increase in first Higher agent Increase in customer contact resolution productivity retentionSource: Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  40. 40. Superior Experiences Lead to Great Connections Cloud: Single customer profile Proactive service Integrated self-service & community experience Customer Feedback Mobile: Mobile self-service Social: Social engagement +28% Increase in customer retentionSource: Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  41. 41. Activision Delivers Multi-Channel Customer Service#1 Video game publisherSelf-service portal, Q&A community, email,live chat60,000 cases per month25% increase in customer satisfaction
  42. 42. Build Greater Customer Connections with Service CloudDemonstration by Grant Wallace, Principal Sales Engineer,
  43. 43. Guest Speaker: Jo Traquair Director, Jetcloud Ltd.
  44. 44. In Summary
  45. 45. World’s #1 Sales ApplicationClose more deals to grow your business
  46. 46. Grow Your Business Along Every Major Metric +44% Forecast Accuracy +32% +32% Sales Lead Productivity +25% Conversion +27% Close Rate Sales Average Percentage Improvements Reported by Customers 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.
  47. 47. Grow Customer Satisfaction Across Every Major Metric +36% +36% +37% Decrease in First Call Resolution Agent Support Costs +28% Productivity Customer Retention +34% Customer Satisfaction Average Percentage Improvements Reported by Customers 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.
  48. 48. Success Across All Major Metrics +94% Improved Brand +84% Marketing +64% Improved Competitive +59% Improved Intelligence +42% +44% Increased Product R&D Marketing Increased Campaign Decreased Effectiveness Customer Social Sales Service CostsSource: Radian6 Customer Relationship Survey conducted December 2011, by an independent third-party, MarketTools Inc., on 800+ customers randomlyselected.
  49. 49. Business is SocialEmployee Social Customer Network Social Network Customer Collaborate Social Profile Market Work Service Extend Sell
  50. 50. Thank You Linkedin: Antony Brown LinkedIn: Chris Roberts