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Juergen Brixel
Senior Director Industry
Manufacturing, EMEA
Manufacturing’s Future:
Going Beyond the
Product
Forward-Looking Statements
​ Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
​ This pres...
A Diversity of Manufacturing Customers
Driven by Customer Success
​ Diversified Industrials​ Durable Goods​ Heavy Industria...
Connectivity Revolution in Manufacturing
1970s1900s1700s
Mechanization
Mass Production
Automation
Connectivity
More Empowered
Connected 24x7, mobile-first, social,
enabled by data
Connectivity Drives Demand for Deeper Engagement
Disru...
Massive Opportunity to
Innovate
Product
Slow growth, cost pressures &
commoditization
Product + Digital Engagement
Recurri...
Going Beyond the Product Needs Digitization at 3 Levels
Front-office Engagement
1:1, data-driven, proactive
marketing, sales...
Systems of
Record
Manufacturers Invested in Systems of Record
Digitize operations, not engagement
LogisticsEDW MESERP
Dema...
Systems of
Record
Manufacturers Need a
System of Engagement
LogisticsEDW MESERP
Demand
Planning
HR
want to reimagine
servi...
Salesforce Customer Success Platform
Service
Excellence
Personalize Service
Everywhere
Inquire-to-
cash
Accelerate
Acquisi...
Roadmap to Go Beyond-the-Product
Customer Success Platform for Manufacturing
Inquire-to-Order Unlock ERPService Excellence...
Inquire-to-order
Market Smarter
Marketing automation enables 1 to 1 lead nurturing programs that
drive interest, proactive...
Salesforce SteelBrick CPQ
​ Accurate sales quotes
Create customer-friendly sales
quotes easily
​ Faster Branded Proposals
...
Service Excellence
Personalize Service
3600 customer, warranty, entitlement & installed base info, self-service
communitie...
Field Service Lightning
​ Connect your entire
workforce
Tools for agents, dispatchers & mobile
employees
​ Smart Schedulin...
Unlock ERP
Unlock Data
Integrate legacy data into a real-time, extensible, standards-based,
scalable cloud platform
Mobile...
Connected Products
Contextualize All Data
Heroku, App Cloud and IoT Cloud connect device, equipment customer,
account & lo...
A Conversation
Matthew Simpkins
Senior Regional Manager - CRM
- Overseas Operations
Demonstration
Chris Duncan
Lead Solution Engineer -
salesforce
Q&A
Connect with Us
Visit UsLearnGet Free Stuff
Visit the Industry Solution
Showcase
sfdc.co/connectedserviceFill out survey at...
thank y u
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Manufacturing's Future: Going Beyond the Product with Jaguar Land Rover

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Manufacturers are shifting from a product-centric model to a customer-centric one. They must drive new revenue through service and analytics without creating new products. Hear how Jaguar Land Rover goes beyond their product to enhance and accelerate their ability to innovate.

With Salesforce, manufacturers connect people, products, and data to deliver 1-to-1, real-time engagement and be available anytime and anywhere with the right skill set, the right service, and the right product.

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Manufacturing's Future: Going Beyond the Product with Jaguar Land Rover

  1. 1. Juergen Brixel Senior Director Industry Manufacturing, EMEA Manufacturing’s Future: Going Beyond the Product
  2. 2. Forward-Looking Statements ​ 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. A Diversity of Manufacturing Customers Driven by Customer Success ​ Diversified Industrials​ Durable Goods​ Heavy Industrials ​ Oil & Gas ​ Automotive
  4. 4. Connectivity Revolution in Manufacturing 1970s1900s1700s Mechanization Mass Production Automation Connectivity
  5. 5. More Empowered Connected 24x7, mobile-first, social, enabled by data Connectivity Drives Demand for Deeper Engagement Disruptor Experience Smart-enabled Services Always-on Relationship Personalized Engagement Demand: Engagement Beyond the Product
  6. 6. Massive Opportunity to Innovate Product Slow growth, cost pressures & commoditization Product + Digital Engagement Recurring revenue, higher margins & innovative business models Proactive service M2M Connection Usage analytics Efficiency Updates 24x7 Diagnostics
  7. 7. Going Beyond the Product Needs Digitization at 3 Levels Front-office Engagement 1:1, data-driven, proactive marketing, sales, service Value Chain Alignment Real-time collaboration around the customer Agile Innovation Real-time connected product insight for new services
  8. 8. Systems of Record Manufacturers Invested in Systems of Record Digitize operations, not engagement LogisticsEDW MESERP Demand Planning HR Internal Focus Operations – Supply Chain – Infrastructure – Procurement rely on spreadsheets to track customer data 61% Source: 2016 Connected Manufacturing Service Report
  9. 9. Systems of Record Manufacturers Need a System of Engagement LogisticsEDW MESERP Demand Planning HR want to reimagine service with digital engagement 87% Systems of Engagement MobileCloud Social Data Science Internet of Things
  10. 10. Salesforce Customer Success Platform Service Excellence Personalize Service Everywhere Inquire-to- cash Accelerate Acquisition Unlock ERP Align Globally in Real-time Connected Products Predict, personalize 24x7 Multitenant Cloud World’s most trusted Customer Success Platform World’s #1 CRM Manufacturing Solutions Digitize Engagement
  11. 11. Roadmap to Go Beyond-the-Product Customer Success Platform for Manufacturing Inquire-to-Order Unlock ERPService Excellence Connected Products Digitize the Front Office Digitize Alignment Digitize Innovation Personalize & accelerate customer acquisition Expedite 1:1 service everywhere Drive real-time global alignment Predict & personalize with real-time insight Cloud Mobile Social Data Science IoT
  12. 12. Inquire-to-order Market Smarter Marketing automation enables 1 to 1 lead nurturing programs that drive interest, proactive engagement, & needs analysis Sell Together Mobile communities & Chatter power real-time global collaboration with partners & distributors, bring experts together everywhere Increase Profitability Pre-integrated CPQ functionality from Steelbrick empowers the front office to accelerate end-to-end solution selling & expand margins Personalize & accelerate customer acquisition Digitize the Front Office Digitize Alignment Digitize Innovation
  13. 13. Salesforce SteelBrick CPQ ​ Accurate sales quotes Create customer-friendly sales quotes easily ​ Faster Branded Proposals Build custom templates to match your business ​ Automated quote-to-cash process Streamline the journey from lead to revenue Quote-to-Cash with Lightning Experience Relationship Intelligence Mobile Productivity Intuitive Salesforce Automation Contextual Data faster quotes+ 80% Reimagine Front-office Engagement Reimagine Alignment Reimagine Innovation
  14. 14. Service Excellence Personalize Service 3600 customer, warranty, entitlement & installed base info, self-service communities, & always-on Mobile SOS for 1:1 service Service Everywhere Omni-channel support, in-channel response, contextual knowledge base & global collaboration for fast resolution everywhere Service Faster Built-in Field Service Management partner driving in-product service & mobile field technician ops for faster service Break silos for fast, 1 to 1 service everywhere Digitize the Front Office Digitize Alignment Digitize Innovation
  15. 15. Field Service Lightning ​ Connect your entire workforce Tools for agents, dispatchers & mobile employees ​ Smart Scheduling & dispatch Automate scheduling based on skills, availability, and location ​ Manage work in real-time Update work orders, change requests, and job status, on any device Agent Console Omni Channel Communities Knowledge Social Analytics Reimagine Front-office Engagement Reimagine Alignment Reimagine Innovation
  16. 16. Unlock ERP Unlock Data Integrate legacy data into a real-time, extensible, standards-based, scalable cloud platform Mobile-ize Insight Lightning development UI to build employee & partner apps across HR, Operations, PLM, Quality, Inventory Management Align Everyone Mobile collaboration, built-in analytics & 3600 customer view, driven by CRM & ERP data, for everyone to align around the customer Align disconnected value chain globally Digitize the Front Office Digitize Alignment Digitize Innovation
  17. 17. Connected Products Contextualize All Data Heroku, App Cloud and IoT Cloud connect device, equipment customer, account & location data at scale, making every sales, service, and marketing interaction contextual Extend Value Chains Mobile communities connect existing suppliers, partner & customers to valuable data & insights, & enlist new value-add providers to extend ecosystems Enable New Business Models Develop and run a services-based, subscription business model; Monetize and develop “data services” business; manage and run mobile application storefronts Predict and personalize with real-time insight Digitize the Front Office Digitize Alignment Digitize Innovation
  18. 18. A Conversation Matthew Simpkins Senior Regional Manager - CRM - Overseas Operations
  19. 19. Demonstration Chris Duncan Lead Solution Engineer - salesforce
  20. 20. Q&A
  21. 21. Connect with Us Visit UsLearnGet Free Stuff Visit the Industry Solution Showcase sfdc.co/connectedserviceFill out survey at registration desk for free t- shirt.* *While supplies last.
  22. 22. thank y u

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