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UK Communications
Industry Business Summit
30 September 2015
London
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-lo...
Summit Agenda
Topic Time
Welcome
Karen McAllister, RVP Enterprise Sales
14:00 – 14:15
Disruptive Growth and Customer Exper...
Disruptive Growth and Customer Experience
Excellence in Communications
Andrew Baer, SVP, Salesforce Industries, Communicat...
Dreamforce 15
Salesforce Strategy & Vision
Andrew Baer
SVP, Communications & Media
abaer@salesforce.com
Succeed with Your Customers in
a Whole New Way
The Customer
Success Platform
Success
Community
Salesforce
Success Services
Customer
Success
Services
CPQ / Order Manageme...
World’s Most Complete CRM
Accelerate Customer Success
Sales Service
Marketing
Community
Apps
Analytics
Mobile
Social
1:1 J...
Verizon video
Andrew Baer
SVP, Communications & Media
abaer@salesforce.com
The Customer Success Platform for Communications
Disruptive G...
Communications Business is Transforming
Rapid disruption plus revenue & margin pressures
Video Disruption
Connectivity
Dis...
Revenue
Disruptions Drive New Business Models
Digital Services, OTT,
Data Monetization
M2M/IoT Wholesale,
Cloud services
B...
Service Providers Must Choose Their Plays
Growth
Innovation
OTT Expansion Digital Life Services
Quad Play Wholesale
M a k e I t S i m p l e
Customer Expect Simpler Experiences
Know me Help me as a team Adapt to my situationGive me control
But Providers aren’t Meeting Expectations
14NPS
for telecom
companies
72NPS
for new entrants
* Satmetrix Benchmark 2014
Do You Have a Customer-centered Culture?
Do you allow customers to disconnect online?
Do you treat existing or new custome...
Device data
Network dataOrder management data
Trouble tickets dataBilling and usage data
Self service/mobile data
Become a...
What is the Impact of Engagement?
more revenue
per customer
Engaged
customer
Source:Gallup
Customer-CentricCompanies
Mobil...
Systems of
Record
Systems of Record Simply Cannot Deliver
Effortless Customer Experiences
Technology focused on internal o...
Systems of
Record
Providers Need a
Platform of Engagement
Platform of
Engagement AppsMDU
Self Service
.COM
Social
Care
Fie...
Solutions Powering Traditional & Disruptive Models
Customer Success Platform for Communications
Cloud Mobile Social Data S...
Customer Focus
Delivers Business Results
 Reduce customer effort
 Improve retention, reduce churn
 Improve NPS and loya...
Video: Telus’ Success Story
thank y u
Customer Success Story - Barclays
David Harris, Principal Sales Engineer, Salesforce
thank y u
Building Disruptive Relationships.
Faster.
Jeremy Waite, Head of Digital Strategy EMEA, Salesforce
External Deck
Erik Meijer, DTAG
External Deck
Dreamforce 2015 Highlights
Neil Green, Principal Sales Engineer, Salesforce
Get ready for a new kind of
Customer Success
Neil Green
Principal Solutions Engineer
@neil_j_green
ngreen@salesforce.com
N...
Cloud Computing Pioneer
New Technology Model
New Business Model
New Philanthropic Model
1960s 1980s Today
CloudClient/Serv...
New Technology Model
Multitenant cloud
Fast innovation
Scalable metadata platform
Rapid customization
Most trusted enterpr...
New Business Model
Focused on Customer Success
Subscription pricing
Customer Success Group
Broad ecosystem and community
3...
New Philanthropic Model
1-1-1 Model
1.1M+Service Hours
1%
Time
$100M+Grants
1%
Equity
26K+Nonprofit Organizations
1%
Produ...
Billions
connected things of customer interactions
MillionsThousands
IoT
Data
Science
Social
Mobile
CloudThe Connected Cus...
Data Science Revolution
Now, everyone is smarter
Predictive
Analytics
Machine
Learning
Artificial Intelligence
of world’s ...
The Customer Gap
IoT
Data
Science
Social
Mobile
Cloud
of customer data
has been analyzed
< 77%%
1
Your company Your custom...
Get Ready for a New Kind of Customer Success
1 to 1 customer
relationships
Write once, run
great everywhere
World’s larges...
Lightning Experience NewLightning Exchange New
Easy: 50+ all new partner
components
Lightning Platform
Smart: meet the new...
New Salesforce Vertical Apps
Built with Lightning
Patient relationships,
not records
Connecting advisors with
clients like...
The Sales Cloud has
never been smarter
Catherine Holton
Account Executive
Connected CRM & Email
All your data in context
P...
NEW
IoT Cloud
Connect to everything
Massive scale
Real-time
Powered by Thunder
The Salesforce Customer Success Platform in Action
www.youtube.com/dreamforce
External Speaker
David Rowan, Editor, Wired Magazine
(See pdf)
Thank you
Salesforce UK Comms Industry Business Summit (30 Sept 2015)
Salesforce UK Comms Industry Business Summit (30 Sept 2015)
Salesforce UK Comms Industry Business Summit (30 Sept 2015)
Salesforce UK Comms Industry Business Summit (30 Sept 2015)
Salesforce UK Comms Industry Business Summit (30 Sept 2015)
Salesforce UK Comms Industry Business Summit (30 Sept 2015)
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Salesforce UK Comms Industry Business Summit (30 Sept 2015)

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Presentation from the Salesforce Comms Industry Business Summit (30 Sept 2015) in the UK

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Salesforce UK Comms Industry Business Summit (30 Sept 2015)

  1. 1. UK Communications Industry Business Summit 30 September 2015 London
  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. Summit Agenda Topic Time Welcome Karen McAllister, RVP Enterprise Sales 14:00 – 14:15 Disruptive Growth and Customer Experience Excellence in Communications Andrew Baer, SVP, Salesforce Industries, Communications and Media 14:15 – 14:45 Break 14:45 – 15:00 Customer Success Story - Barclays David Harris, Principal SE 15:00 – 15:30 Building Disruptive Relationships. Faster. Jeremy Waite, Head of Digital Strategy EMEA, Salesforce 15:30 – 16:00 Break 16:00 – 16:15 Future Digital Service Provider – New Business Models Erik Meijer, Strategy GPM, Deutsche Telekom AG Developer Garden 16:15 – 17:00 Highlights from Dreamforce 2015 Neil Green, Principal SE 17:00 – 17:15 Guest Speaker David Rowan, Editor Wired Magazine 17:15 – 18:00 Drinks 18:00
  4. 4. Disruptive Growth and Customer Experience Excellence in Communications Andrew Baer, SVP, Salesforce Industries, Communications and Media
  5. 5. Dreamforce 15
  6. 6. Salesforce Strategy & Vision Andrew Baer SVP, Communications & Media abaer@salesforce.com
  7. 7. Succeed with Your Customers in a Whole New Way
  8. 8. The Customer Success Platform Success Community Salesforce Success Services Customer Success Services CPQ / Order Management / Work Force/ Product Catalog Customer Success Ecosystem Developer Success Platform Legacy Systems of Record Multitenant Cloud Metadata Customization Complete CRM Customer Success Platform Industry Solutions Analytics Sales Marketing Service Apps Community B2B B2C Disruptive Business Models
  9. 9. World’s Most Complete CRM Accelerate Customer Success Sales Service Marketing Community Apps Analytics Mobile Social 1:1 Journeys Connected
  10. 10. Verizon video
  11. 11. Andrew Baer SVP, Communications & Media abaer@salesforce.com The Customer Success Platform for Communications Disruptive Growth and Customer Experience Excellence in Communications
  12. 12. Communications Business is Transforming Rapid disruption plus revenue & margin pressures Video Disruption Connectivity Disruption Industry Consolidation Connected Life Services
  13. 13. Revenue Disruptions Drive New Business Models Digital Services, OTT, Data Monetization M2M/IoT Wholesale, Cloud services Broadband, VPN, Consumer IoT (Retail) Traditional Services (Voice, SMS, TV) Time
  14. 14. Service Providers Must Choose Their Plays Growth Innovation OTT Expansion Digital Life Services Quad Play Wholesale
  15. 15. M a k e I t S i m p l e Customer Expect Simpler Experiences Know me Help me as a team Adapt to my situationGive me control
  16. 16. But Providers aren’t Meeting Expectations 14NPS for telecom companies 72NPS for new entrants * Satmetrix Benchmark 2014
  17. 17. Do You Have a Customer-centered Culture? Do you allow customers to disconnect online? Do you treat existing or new customers better? Are you easy to do business with? Are employees trusted to resolve customer issues?
  18. 18. Device data Network dataOrder management data Trouble tickets dataBilling and usage data Self service/mobile data Become a Customer-centric Service Provider 1 to 1 Real-time Everywhere
  19. 19. What is the Impact of Engagement? more revenue per customer Engaged customer Source:Gallup Customer-CentricCompanies Mobileexperiences ConnectedProducts 1:1CustomerJourneys Communities 23+ %
  20. 20. Systems of Record Systems of Record Simply Cannot Deliver Effortless Customer Experiences Technology focused on internal operations, not engagement Service Assurance Order Management ProvisioningBilling Product Master WFM Internal Focus Content Delivery – Content Management – Infrastructure
  21. 21. Systems of Record Providers Need a Platform of Engagement Platform of Engagement AppsMDU Self Service .COM Social Care Field Techs Direct Sales Indirect Channel Retail Call Centers eCare Comm- unities Social Mobile Cloud Data Science Service Assurance Order Management ProvisioningBilling Product Master WFM Customer-centric Agile Powered by data science
  22. 22. Solutions Powering Traditional & Disruptive Models Customer Success Platform for Communications Cloud Mobile Social Data Science Business Customer Lead to Order B2B Service Assurance Wholesale Connected Customer Subscriber Ordering Subscriber Service IoT Value Chain Management OTT Subscriber Management B2B B2C Disruptive Business Models
  23. 23. Customer Focus Delivers Business Results  Reduce customer effort  Improve retention, reduce churn  Improve NPS and loyalty  Increase win rate  Increase ARPU
  24. 24. Video: Telus’ Success Story
  25. 25. thank y u
  26. 26. Customer Success Story - Barclays David Harris, Principal Sales Engineer, Salesforce
  27. 27. thank y u
  28. 28. Building Disruptive Relationships. Faster. Jeremy Waite, Head of Digital Strategy EMEA, Salesforce
  29. 29. External Deck
  30. 30. Erik Meijer, DTAG External Deck
  31. 31. Dreamforce 2015 Highlights Neil Green, Principal Sales Engineer, Salesforce
  32. 32. Get ready for a new kind of Customer Success Neil Green Principal Solutions Engineer @neil_j_green ngreen@salesforce.com New Products, Highlights & Innovations from Dreamforce 2015
  33. 33. Cloud Computing Pioneer New Technology Model New Business Model New Philanthropic Model 1960s 1980s Today CloudClient/ServerMainframe
  34. 34. New Technology Model Multitenant cloud Fast innovation Scalable metadata platform Rapid customization Most trusted enterprise cloud Security | Availability | Performance 70%faster time to market
  35. 35. New Business Model Focused on Customer Success Subscription pricing Customer Success Group Broad ecosystem and community 37%increase in customer revenue growth
  36. 36. New Philanthropic Model 1-1-1 Model 1.1M+Service Hours 1% Time $100M+Grants 1% Equity 26K+Nonprofit Organizations 1% Product pledge1percent.org $250M Donated Product
  37. 37. Billions connected things of customer interactions MillionsThousands IoT Data Science Social Mobile CloudThe Connected Customer Everything and everyone is connected LAN/WAN Client Server SNA Mainframe Terminal Trillions
  38. 38. Data Science Revolution Now, everyone is smarter Predictive Analytics Machine Learning Artificial Intelligence of world’s data created in last 12 months 90%
  39. 39. The Customer Gap IoT Data Science Social Mobile Cloud of customer data has been analyzed < 77%% 1 Your company Your customers
  40. 40. Get Ready for a New Kind of Customer Success 1 to 1 customer relationships Write once, run great everywhere World’s largest enterprise ecosystem
  41. 41. Lightning Experience NewLightning Exchange New Easy: 50+ all new partner components Lightning Platform Smart: meet the new Salesforce Fast: build and customize with drag and drop
  42. 42. New Salesforce Vertical Apps Built with Lightning Patient relationships, not records Connecting advisors with clients like never before Kristin Chu Deputy Director Mike Capelle Chief Strategy Officer
  43. 43. The Sales Cloud has never been smarter Catherine Holton Account Executive Connected CRM & Email All your data in context Proactive & Intelligent Smart notifications, dynamic scheduling Connects to Salesforce1 Seamlessly keep your pipeline up-to-date Download today Connects to Sales Cloud for Sales Cloud NEW
  44. 44. NEW IoT Cloud Connect to everything Massive scale Real-time Powered by Thunder
  45. 45. The Salesforce Customer Success Platform in Action www.youtube.com/dreamforce
  46. 46. External Speaker David Rowan, Editor, Wired Magazine (See pdf)
  47. 47. Thank you

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