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Derek Laney

Head of Product Marketing
Business Transformation:
How to Stay Ahead of the
Game in the Digital Age
@derektwe...
app
soda machine
watch
phone
sensor
machine
lightbulb
Behind every
Closed Lost by Region
and Product
Midwest Buildozer Tra...
IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
Data Science: Major Shift in Technology
Machine Learning
Unlimited
Computing Power
Ubiquitous Data
Data Science: Turns Devices into Experience
How Artificial Intelligence Will Make Technology Disappear (Rand Hindi, June 20...
Data Science: IQ uses Relationship Intelligence
Drive action with
Relationship Intelligence
What to Prioritize
Who to Emai...
Somak Roy
Senior Analyst
@somak_roy

soroy@forrester.com
© 2015 Forrester Research, Inc. Reproduction Prohibited
The Business Application of the Future
effective, agile, adaptive…b...
Five Pillars Of Future Business Applications
© 2015 Forrester Research, Inc. Reproduction Prohibited
The Cloud has Gone Beyond CRM, HCM, and Collaboration
© 2015 Forrester Research, Inc. Reproduction Prohibited
Saas’ Conquest Of The Back Office Has Begun
N=2000+© 2015 Forrester Research, Inc. Reproduction Prohibited
The Conquest Has Reached Indian Shores
N=184
Close to 50% plan to implement
SaaS for industry-specific processes
Over 50% ...
Expect The Cloud In Many Forms
© 2015 Forrester Research, Inc. Reproduction Prohibited
Functional and Beautiful Software
not merely transactional… engaging too
© 2015 Forrester Research, Inc. Reproduction Proh...
User Training Is Dead, Long Live User Experience
© 2015 Forrester Research, Inc. Reproduction Prohibited
UX Increasingly Has Direct ROI
© 2015 Forrester Research, Inc. Reproduction Prohibited
Flexibility Will Be Built-In
© 2015 Forrester Research, Inc. Reproduction Prohibited
› Non-technical configurability
› Extend and customize the application natively 

Built-in PaaS
› Built-in process modelin...
Embedded Analytics
intelligence at the point of work
Embedded Analytics Rapidly Becoming an Expectation
› Supplier, employee, and customer analytics 

broader context behind e...
Integration be more pre-built, less onerous
Subtitle text
› The integration specialists will do the heavy lifting
› Greater focus on the pre-built, less on the custom
› The SaaS ma...
› The business application as much about enabling
better operational decisions as record keeping and
transactions
› The bu...
Derek Laney
Head of Product Marketing
@derektweets

dlaney@salesforce.com
c.
Customer Experience is The New Battlefield
36%
2011
Companies expecting to compete mostly
on the basis of customer experie...
IoTIoT
Thinking Like a Designer Not being a Designer
Empathy - L’Oreal
CHOOSE A PARTNER
Pair up with someone near you
One of the pair raise their hand
If you raised your hand
CLOSE YOUR EYES NOW
We don’t want you to see the next slide !
How did you do ?
Questions are the new answers..
Questioning - Mattel
Back in Your Pairs
Come up with as many ideas as possible
Come up with a new way
to exercise
Come up with as many ideas as possible
Come up with a new way
to exercise IN A CAR
Come up with as many ideas as possible
Come up with a new way
to exercise using only a
car headrest..
in your original pairs
come up with AS MANY IDEAS as possib...
Which question generated
the most ideas ?
Questions we ask reflect the answers we get
1
2
3
Who can help ?
Deepak Pargaonkar
Director Solution Engineering, India


dpargaonkar@salesforce.com
Disruption pyramid
source: geoffrey moore - diagnosing disruption
Business
Model
Operating
Model
Infrastructure
Model
Busin...
The steps your customers go through when engaging with your company
Customer journey
Friction:
“Interactions that inhibit ...
Beauty Advisor Reimagined
Makeup Genius is a Beauty Advisor in Your Pocket
Film
Re-imagined customer journey
ShareOnboardAcquire Engage Try & Buy
Push
notification
Real time
try & buy
Content
updateInst...
Methodology for collaborative re-invention
CollaborateDiscover Re-imagine
•organisational collaboration
•cultural alignmen...
Discover Collaborate Re-imagine
Example Persona
Discover Collaborate Re-imagine
Discover Collaborate Re-imagine
Workshop
Subtitle text
Discover Collaborate Re-imagine
Orthodoxy Busters
Discover Collaborate Re-imagine
15#
#3 INSPIRATIONSInspiration
Discover Collaborate Re-imagine
Discover Collaborate Re-imagine
“We build in order to think” - IDEO
Get Ready for a New Kind of Customer Success
IoTIoT
We want to help imagine your future
Talk with your
account teams
Join our Success
Communities
Talk to experts in
the Produ...
Business Transformation: How to Stay Ahead of the Game in the Digital Age
Business Transformation: How to Stay Ahead of the Game in the Digital Age
Business Transformation: How to Stay Ahead of the Game in the Digital Age
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Business Transformation: How to Stay Ahead of the Game in the Digital Age

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Business Transformation: How to Stay Ahead of the Game in the Digital Age

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Business Transformation: How to Stay Ahead of the Game in the Digital Age

  1. 1. Derek Laney
 Head of Product Marketing Business Transformation: How to Stay Ahead of the Game in the Digital Age @derektweets dlaney@salesforce.com
  2. 2. app soda machine watch phone sensor machine lightbulb Behind every Closed Lost by Region and Product Midwest Buildozer Tra... Concrete Mixer Concrete Pump Concrete Pu... Crankshaft $1,065,700 $274,900 $81,800 $527,900 $25,600 REGION PRODUCT SUM OF AMOUNT Midwest Midwest Midwest Midwest Energy consumption Total annual consumption Energy Resources Time Resources used 65% Data allocated (GB) 26 57 78 51 76 26 50 58 is a customer The Internet of Customers IoT Data
 Science Social Mobile Cloud
  3. 3. IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
  4. 4. IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
  5. 5. Data Science: Major Shift in Technology Machine Learning Unlimited Computing Power Ubiquitous Data
  6. 6. Data Science: Turns Devices into Experience How Artificial Intelligence Will Make Technology Disappear (Rand Hindi, June 2015)
  7. 7. Data Science: IQ uses Relationship Intelligence Drive action with Relationship Intelligence What to Prioritize Who to Email How to close more deals Automatically collects all your data to…
  8. 8. Somak Roy Senior Analyst @somak_roy
 soroy@forrester.com
  9. 9. © 2015 Forrester Research, Inc. Reproduction Prohibited The Business Application of the Future effective, agile, adaptive…beautiful
  10. 10. Five Pillars Of Future Business Applications © 2015 Forrester Research, Inc. Reproduction Prohibited
  11. 11. The Cloud has Gone Beyond CRM, HCM, and Collaboration © 2015 Forrester Research, Inc. Reproduction Prohibited
  12. 12. Saas’ Conquest Of The Back Office Has Begun N=2000+© 2015 Forrester Research, Inc. Reproduction Prohibited
  13. 13. The Conquest Has Reached Indian Shores N=184 Close to 50% plan to implement SaaS for industry-specific processes Over 50% plan to implement SaaS for BI/analytics © 2015 Forrester Research, Inc. Reproduction Prohibited
  14. 14. Expect The Cloud In Many Forms © 2015 Forrester Research, Inc. Reproduction Prohibited
  15. 15. Functional and Beautiful Software not merely transactional… engaging too © 2015 Forrester Research, Inc. Reproduction Prohibited
  16. 16. User Training Is Dead, Long Live User Experience © 2015 Forrester Research, Inc. Reproduction Prohibited
  17. 17. UX Increasingly Has Direct ROI © 2015 Forrester Research, Inc. Reproduction Prohibited
  18. 18. Flexibility Will Be Built-In © 2015 Forrester Research, Inc. Reproduction Prohibited
  19. 19. › Non-technical configurability › Extend and customize the application natively 
 Built-in PaaS › Built-in process modeling › Built-in rules management Configurability, and Built-in PaaS © 2015 Forrester Research, Inc. Reproduction Prohibited
  20. 20. Embedded Analytics intelligence at the point of work
  21. 21. Embedded Analytics Rapidly Becoming an Expectation › Supplier, employee, and customer analytics 
 broader context behind every record & transaction › Personalization to enhance productivity › IOT affords additional contextual data, and therefore greater personalization
  22. 22. Integration be more pre-built, less onerous Subtitle text
  23. 23. › The integration specialists will do the heavy lifting › Greater focus on the pre-built, less on the custom › The SaaS majors are working on ensuring different clouds play well together The Integration Task will Devolve to an Ecosystem
  24. 24. › The business application as much about enabling better operational decisions as record keeping and transactions › The business application will increasingly be people-centric, not just data-centric › The application of the future will stem the tendency to do the actual work outside of the software Closing Thoughts
  25. 25. Derek Laney Head of Product Marketing @derektweets
 dlaney@salesforce.com
  26. 26. c.
  27. 27. Customer Experience is The New Battlefield 36% 2011 Companies expecting to compete mostly on the basis of customer experience. 89% 2016
  28. 28. IoTIoT
  29. 29. Thinking Like a Designer Not being a Designer
  30. 30. Empathy - L’Oreal
  31. 31. CHOOSE A PARTNER Pair up with someone near you One of the pair raise their hand
  32. 32. If you raised your hand CLOSE YOUR EYES NOW We don’t want you to see the next slide !
  33. 33. How did you do ? Questions are the new answers..
  34. 34. Questioning - Mattel
  35. 35. Back in Your Pairs Come up with as many ideas as possible
  36. 36. Come up with a new way to exercise Come up with as many ideas as possible
  37. 37. Come up with a new way to exercise IN A CAR Come up with as many ideas as possible
  38. 38. Come up with a new way to exercise using only a car headrest.. in your original pairs come up with AS MANY IDEAS as possible
  39. 39. Which question generated the most ideas ? Questions we ask reflect the answers we get 1 2 3
  40. 40. Who can help ?
  41. 41. Deepak Pargaonkar Director Solution Engineering, India 
 dpargaonkar@salesforce.com
  42. 42. Disruption pyramid source: geoffrey moore - diagnosing disruption Business Model Operating Model Infrastructure Model Business  Value  Delivery   Focus  on  Disrup-ng  inefficient  Markets Business  Opera1ons   Focus  on  People  Produc-vity Technical  Opera1ons   Focus  on  System  Performance
  43. 43. The steps your customers go through when engaging with your company Customer journey Friction: “Interactions that inhibit people from intuitively and painlessly achieving their goals” WWW Our Goal: “Redesign the customer journey, reduce friction, provide delight and make customers love interacting with us”
  44. 44. Beauty Advisor Reimagined Makeup Genius is a Beauty Advisor in Your Pocket Film
  45. 45. Re-imagined customer journey ShareOnboardAcquire Engage Try & Buy Push notification Real time try & buy Content updateInstall Discover Collaborate Re-imagine
  46. 46. Methodology for collaborative re-invention CollaborateDiscover Re-imagine •organisational collaboration •cultural alignment •action not discussion •friction & pain point focus
  47. 47. Discover Collaborate Re-imagine
  48. 48. Example Persona Discover Collaborate Re-imagine
  49. 49. Discover Collaborate Re-imagine
  50. 50. Workshop Subtitle text Discover Collaborate Re-imagine
  51. 51. Orthodoxy Busters Discover Collaborate Re-imagine
  52. 52. 15# #3 INSPIRATIONSInspiration Discover Collaborate Re-imagine
  53. 53. Discover Collaborate Re-imagine “We build in order to think” - IDEO
  54. 54. Get Ready for a New Kind of Customer Success IoTIoT
  55. 55. We want to help imagine your future Talk with your account teams Join our Success Communities Talk to experts in the Product Area

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