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How manufacturing and HI Tech companies engage customers

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How manufacturing and HI Tech companies engage customers

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How manufacturing and HI Tech companies engage customers

  1. 1. The Customer Success Platform for Manufacturing and High Tech Connect With Your Customers & Partners in a Whole New Way Adam Hanin Industry Innovation Executive Manufacturing & Consumer Goods ahanin@salesforce.com
  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 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. Safe Harbor
  3. 3. Need for Transforming Customer Engagement ​ New Demands & Competitive Pressures in Every Industry Financial Services Healthcare & Life Sciences Communications & Media Retail Government Manufacturing / Consumer Goods Mobile Social Data ScienceCloud Automotive
  4. 4. A Diversity of Customers ​ Driven by Customer Success ​ Industrials​ Durable Goods​ High Tech
  5. 5. Evolving Service Requirements Complex Solution Needs Know More about Customers Customer Demand for Speed Customers Demand Speed More Than Ever
  6. 6. Emerging Markets Rise of Internet of Things Rapid Technology Shifts Industry Push Towards Customer Customers Demand Speed More Than Ever Evolving Service Requirements Complex Solution Needs Know More about Customers Customer Demand for Speed
  7. 7. You Must Meet Demand for Speed Customer Demand for Speed Need for Reimagining Engagement Industry Push to Customer
  8. 8. Systems of Record Internal Focus You have Invested in Systems of Record ​ Technology Focused on Internal Operations, Not Engagement Infrastructure Supply Chain Procurement Operations
  9. 9. Systems of Record Systems of Engagement MobileCloud Social Data Science You Need a System of Engagement Infrastructure Supply Chain Procurement Operations * IDC FutureScape: Worldwide Manufacturing 2015 Predictions Cloud to be the “de facto standard” for manufacturers “to operate and serve customers globally.”
  10. 10. Stephen Yeo ​ Marketing Director
  11. 11. Connect with Customers & Partners in a Whole New Way, Go Faster Real-time Complex Selling Continuous Marketing Rapid Collaborative Innovation Real-time Service Excellence Real-time Operational Excellence Global Supply Chain Agility
  12. 12. Customers Partners DistributorsSuppliers Employees Products Cloud Mobile Social Data Science MES ERP EDW Machines Demand Planning Logistics Connected IT SystemsUnlock ERP Connected Products Inquire-to- Order Service Excellence Industry Solutions Trusted Multitenant Cloud Complete CRM Scalable Metadata Platform Open Ecosystem Pricing/ Quoting Field Service Warranty Management Device Integration Forecasting Configuration Customer Success Platform for Manufacturing and High Tech AnalyticsCommunityMarketingServiceSales Apps Partner Relationship Management
  13. 13. Roadmap to Connect with Customers & Partners Customer Success Platform for Manufacturing and High Tech Cloud Mobile Social Data Science ​ Powerful Solutions for Manufacturing and High Tech Partner Relationship Management Exploit Technology to Engage Inquire-to- Order Accelerate Sales Service Excellence Expedite 1:1 Service Unlock ERP Drive Global Real- time Alignment Connected Products Predict, Prescribe, Engage
  14. 14. Inquire-to-Order: Accelerate the Sales Process Sell Smarter Proactively engage customers, understand their needs, and collaborate with partners and distributors Sell Together Enable global collaboration with experts, and mobile enable the field Increase Profitability Enable configuration, pricing, and quoting in the front-office to sell solutions and grow margins Customer 360 - Account Planning - Opportunity Management - Forecasting - Configuration/Pricing - Quoting Inquire-to- order Service Excellence Unlock ERP Connected Products Partner Relationship Management
  15. 15. Simplify and automate manual design, configuration, & quote processes Understand and map customer requirements to manufacturing processes Data integration between customers and Global Foundries on a single platform Global Foundries Accelerates Configure & Quote With Self-Service
  16. 16. Service Excellence: Expedite 1:1 Service Personalize Service 3600 customer, warranty, entitlement and installed base information, self- service communities Service Smarter Omnichannel support with contextual knowledge base, and collaboration Service Faster Embed service in products, optimize and enable mobile field service Omni-channel Support – Returns Management – Field Service Inquire-to- order Service Excellence Unlock ERP Connected Products Partner Relationship Management
  17. 17. Salesforce is mandatory CRM/Service platform globally PRM boosts productivity by extending leads to partners Knowledge platforms launched globally to replace RightNow in 4 languages Cisco Centralizes Information Globally & Transforms Service
  18. 18. Unlock ERP: Drive Global Real-time Alignment Mobile-ize Back Office Automate processes with apps across every department and system Democratize Insight Develop partner and customer apps via flexible and easy-to-use interface Build Apps at Speed of Thought Integrate data into a real-time, fully extensible, standards-based, and trusted, scalable cloud platform Orders - Invoices - Dealer/Supplier/Distributor Integration Inquire-to- order Service Excellence Unlock ERP Connected Products Partner Relationship Management
  19. 19. “Data is good, but real-time information from Salesforce is better.” Employees collaborate on deals with live Chatter feeds Highly scalable solution for massive growth and volume Deep analytics provide visibility across regions and offers GE Powers Rapid Growth with Collaborative Apps Beth Comstock, CMO
  20. 20. Connected Products: Predict, Prescribe, & Engage Process Connected Data Faster, at Scale Connect device and equipment data to customer, account, and location, Extend Value Chains Connect suppliers, partners and customers to valuable data and insights Predict and Innovate Faster Sense, predict, and innovate every aspect of customer journey Emerging Ecosystems – Machine Events Processing - Service Innovation Inquire-to- order Service Excellence Unlock ERP Connected Products Partner Relationship Management
  21. 21. Onboard diagnostics and telematics reduce unplanned downtime Single view of fleet health on one platform Rapid data analysis lets CAT push recommendations to dealers and customers Caterpillar’s Connected Technology Keeps Machines Healthy
  22. 22. Partner Relationship Management: Drive the Channel Engage Smarter Automate partner registration, program communications, and incentive (Co-Op, MDF, etc.) processing Engage Faster Empower partners with digital marketing assets, guided selling, product and promotion recommendations, and back-office order, shipment and billing information Engage Farther Extend field rep reach with coordinated contact centers, marketing campaigns, self-service websites, social collaboration, mobile apps, and text notifications Channel Management – Channel Incentives – Retail Execution Inquire-to- order Service Excellence Unlock ERP Connected Products Partner Relationship Management
  23. 23. “The Salesforce1 Platform connects homeowners and contractors with our products from anywhere.” Honeywell ECC Heats Up Channel Program - Beth Wozniak, President ECC Partner portal gives Honeywell direct access to customer data Annual membership & contractor loyalty increasing by 20% $75K in annual cost reduction from streamlined processes, automation, and ease of management
  24. 24. Thank you, London! 1 2 3 Stop at Registration, leave feedback for this session and receive a free gift! Meet our experts and see our other Industry solutions in action at the campground. Check out salesforce.com/industries to learn more!
  25. 25. Thank you
  26. 26. Coca-Cola Enables Partner Management on Salesforce Reduced new customer on-boarding time by more than 50% Using modern UI and Augmented Reality for retail execution and digital marketing services Extending reach to independent retailers and restaurants through eCommerce and Loyalty programs ​ “We have to get much faster, we have to work on collaboration, connectivity and scalability and all of that in a mobile context, and there, Salesforce has been a fantastic partner and a great help for us.” ​ Ulrik Nehammer, CEO ​ Coca-Cola Enterprises AG

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