So how do you connect with customers when they are everywhere? Your business solutions need to connect you to your customers no matter what channel they’re on. You need to become a customer company.
A Customer Company is:Cloud: Customer companies want the benefit of cloud computing solutions - fast time to market, low total cost of ownership, and high rate of customer successSocial: With 4.5 billion (aggregate) people connected to social networks today, social has become the new way for sharing what we are doing and what we care about in our personal lives. And for businesses, there are over 150 million daily conversions happening that are related to products and companies. People are talking about your products and your company. Your brand is now the sum of conversations about it. You need to be able to connect with these customers.Open: 50% of salesforce.com transactions are through our API. Having an open API allows companies to develop solutions to fit their needs.1:1 – know your customers across all touchpoints and deliver personalized messagingMobile: how people connect and interact is changing, too. People aren’t accessing those social networks on their desktops. Today, people use touch apps to access what they need. Touch apps makes it easy and intuitive to find information literally at the swipe of a finger. And every mobile device is location-enabled. It revolutionizes how companies can interact with customers. By using this technology, companies can know exactly where their customers are at any given time if they are using your mobile apps. Smart companies use mobile apps to deliver targeted promotions to customers and relevant information to employees at the right time.
Lets take a look at how customer service is evolvingNo longer is customer service only the concern for the VP of Service and the CIO. Now the CMO is a key stakeholder and influencer in the customer service experience, andThat the single most important metric amongst customer service organizations today is customer satisfaction. Forrester research and Salesforce joined forces and performed a primary research project that showed that 89% of customer service organizations said that customer satisfaction was far an away the most important metric.
Legacy software is disconnected from the mobile experience. Your customers are mobile, so they are using tons of different tablets and smartphones with all kinds of different form factors, and your legacy software wasn’t built for mobile.It was built with the agent in mind, not the customer. And what this has resulted in is…
Today, we are so excited to announce Service Cloud Mobile.
Salesforce Service Cloud Keynote - Melbourne and Sydney
Service for the
EVP, Service Cloud
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 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, 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, risks associated with 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 our most recent fiscal quarter.
This document and others 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 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.
*30% revenue growth year-over-year in constant currency.
30%+ Growth Driven by Customer Success
Third Wave of Computing: “Internet of Things”
Your Utilities* Source : Qualcomm, IBM
Is Now A Customer.
5 Billion Smartphones
How Do You Connect with Customers When They Are
Email Apps Social Web SMS StoreProducts TV
Vice President, Product Management
The Evolution of Customer Service
Your Customers Are More Mobile Than Ever
Mobile Devices by 2014
2007 2008 2009
2011 2012 2013E
Conversations Are Exploding
of blogs &
Unfortunately, Most Companies Not Responding
Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter”
Posts Not Answered
95% 88 percent of
people unlikely to
buy from brands
that ignore their
Surveys Confirm CSAT Is More Important Than Ever
Source: “The Future of Customer Service.” Forrester Consulting commissioned by salesforce.com, July 2012.
Average Speed of Answer
Service Level Adherence
Agent Handle Time
Legacy Software is Disconnected from Customers
Your customers are social
and mobile……. …but legacy software isn’t
Deliver Amazing Service Everywhere
Collaboration Social Chatter
The Service Cloud for Small Business
Simple ∙ Social ∙ Mobile
Market Leadership Product Leadership Customer Leadership
Leader Social CRM
Leader Customer Service
#1 Case Management
#1 Web Support
Helping Customers Succeed Across All Metrics
Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-
party,ConfirmitInc., on 5,200+ customers randomly selected. Response sizes per question vary.
Lead Sales Engineer
Principal Sales Engineer
EVP, Service Cloud
Director, Customer Service
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Copyright 2013 Duarte Inc. Confidential.
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Copyright 2013 Duarte Inc. Confidential.