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Welcome to the Customer Success Platform for Communications

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Welcome to the Customer Success Platform for Communications

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Welcome to the Customer Success Platform for Communications

  1. 1. Welcome to the Customer Success Platform for Communications Connect with Customers through 1:1, Effortless Journeys Andrew Baer SVP, Salesforce Industries Communications and Media abaer@salesforce.com
  2. 2. 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 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 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 non-salesforce.com products, and utilization and selling to larger enterprise customers. 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. Customers 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.
  3. 3. LAN/WAN Client Server Thousands Millions TrillionsBillions connected things customer interactions Connect With Your Customers in a Whole New Way Mobile Cloud LTE SNA Terminal Mainframe
  4. 4. 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
  5. 5. Today, Customers Demand Personalization Financial Services Healthcare Retail Communications & Media Manufacturing & Automotive Government Personalized, Effortless Journey Personalized Engagement Anytime Personalized Care Personalized Shopping Everywhere Personalized Coaching Personalized, Fast engagement Personalization Pull
  6. 6. And Companies are Pressured to Engage Deeper Financial Services Healthcare Retail Communications & Media Manufacturing & Automotive Government Personalized, Effortless Journey Personalized Engagement Anytime Personalized Care Personalized Shopping Everywhere Personalized Coaching Personalized, Fast engagement Personalization Pull Deeper Engagement Push New Reimbursement Rules (ACA) Consumer focus (Volcker Rule) Internet of Things Online pressure (Amazon) Expectation & Trust Gap Over-The-Top Disruption (Whats App)
  7. 7. Systems of Record Companies Need a Customer-Centric System of Engagement Infrastructure Transactions Treatment Merchandising Products Products Systems of Engagement MobileCloud Social Data Science
  8. 8. Complete, Customizable CRM
  9. 9. Communications Industry
  10. 10. Competitive & Margin Pressures Driving Shift Towards Customer ​ Over-the-Top Disruption ​ Industry Consolidation ​ New Providers ​ Bandwidth Explosion
  11. 11. Disruptors Setting New Bar for Customer Demands ​ Need for 1:1, Effortless Journeys OTT Video App Store DataM2M OTT Messaging OTT Voice
  12. 12. Telcos Must Reimagine Engagement 1:1, Omni Channel, Effortless Customer Journey Easy & personalized journey right for every situation IT Agility for Business Agility Agile platform that keeps up with changing needs Collaborative Employee and Partner Journey Empower employees & partners to collaborate around customer
  13. 13. Omni-Channel Engagement Platform ü  Shared Engagement Platform ü  Customer-Centric Data Model ü  Connected Experiences ü  Accelerated Innovation ü  Shared Analytics Across Channels
  14. 14. ProvisioningBilling ServiceabilityTN Mgt Service Assurance Product Master WFMOrder Mgt Single Platform of EngagementAcrossAgent & Unassisted Channels Systems of Record Optimized for Transaction Processing MDU Self Service .COM Social Care Field Techs Direct Sales Indirect ChannelRetail Call Centers eCare Comm- unities Apps Customer Success Platform For Communications
  15. 15. Connected Customer Subscriber Ordering Subscriber Service Business Customer Lead To Order 360 View of Customer Enhanced Self-Service Content and Offer Recommendations Subscriber Analytics Consumer Facing Apps Communities of Interest Customer Facing Apps Predictive Intelligence Acquisition and Retention Through Social and Mobile Campaign Management Troubleshooting App eBilling/EBPP Agent Trouble Management Agent Billing Inquiry & Resolution Account Management Enterprise Sales SMB Sales Mobile Sales & Ordering Complex Order Configuration Enterprise Account Mgt Salesforce Industry Solutions for Both B2B & B2C Customer Success Platform For Communications
  16. 16. Salesforce Works with your BSS/OSS Environment Product Catalog Marketing Sales Customer Management Order Capture Trouble & Case Management Billing Inquiry & Resolution Network Rating & Billing Service Assurance Problem Management Diagnostics BillingOrder Management Product Master Order Orchestration Supply Chain Workforce Management Order Management Provisioning Activation Service & Resource Inventory Billing Rating & Billing Policy & Real- time Charging Mediation Orders Trouble Tickets BillingProducts Inventory Scheduling Common Objects Channels Retail Indirect Channel Direct Sales MDU Call Centers Field Techs Self Service.com eCare & Social Care Commu- nities Apps BSS OSS Network Telephony
  17. 17. Connecting to Customers in a Whole New Way ​ Uniquely Salesforce: Innovation, Agility, Cloud, Mobile, Customer Enterprise Multi-Tenant Cloud for Business and IT Agility Omni-Channel with Social Integration for Effortless Journeys Everywhere Cloud Collaboration to harness Crowd Sourcing Of Employees, Customers, Partners, and Networks Proven Technolgy Sales Cloud, Service Cloud, Marketing Cloud, Salesforce 1 Platform
  18. 18. Omni Channel Demonstration
  19. 19. Quadstar omni-channel experience Xfinity HD TV Customer Director Analytics Product Chat Apps Email Store Social Meet Jake
  20. 20. Thank you

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