Salesforce Q2 Results video – summary of business success and focus
This shows the Salesforce Advantage Architecture.
At it’s core, a multi-tenant, metadata, enterprise cloud Developer Success Platform. This is the platform that delivers the agile development and technology capabilities to meet today’s demanding need for business agility.
The Salesforce CRM applications are all built on this agile platform.
Then, our Industry solutions add the industry specific data and process flows that supercharge the Salesforce products to deliver measureable business results for your industry.
We then provide Salesforce services, a success community and a full complement of partner products.
Our ISV partners, like Vlocity, Cloudsense, Sigma, and others have recognized the “magic” of the Salesforce platform and have made big commitments to deliver the full communications ecosystem to complement Salesforce product capabilities.
And SI partners like Accenture and Deloitte have developed deep expertise in helping you deliver these integrated solutions.
It all starts with putting the customer at the center of your world. We offer the worlds most complete CRM so you can focus on growing your business. Build 1:1 relationships with your customers across your whole business, build customer engagement apps, use analytics to understand your customer environment, build communities to facilitate customer interaction, all on the customer success platform.
We understand that technology itself will not solve the problem…
Good afternoon and welcome to the kickoff session for the Communications Industry Track at Dreamforce 2015!
I’m Andrew Baer and I lead Salesforce’s Global Communications and Media Industry Vertical.
I hope you enjoyed the video introducing you to Salesforce’s Industry team and our mission to help you use Salesforce technology to improve your ability to connect with your customers and in doing so, improve your business performance.
In this session, I hope to challenge you to think about the new business models communications companies must consider as changing customer expectations and new entrants continue to disrupt the communications industry. You’ll also learn about how about how Salesforce provides technology that helps deliver solutions to allow you to become a Customer Company. And you will hear from two amazing communiciations leaders and their stories about how they are implementing these solutions to deliver real business results for their companies.
But first ….
There are the four key disruptive trends impacting and changing the communications industry.
Video disruption: The traditional video aggregator is disrupted both by over the top, on demand services from new competitors such as Apple, Amazon, NetFlix and even from the content providers – media companies, and by changing customer expectations that demand to be able to consume and pay for only the content they want – when they want to consume it and from any device at any location.
Connectivity disruption: While we all know about the video disruption trend, the concept of connectivity disruption may not be as familiar. Let’s look at connected cars as an example: How many of you drive a connected car. If you do, you know that you don’t buy the connectivity for your car from a communications company but from the auto company directly or from their connected app partner. The communications provider is the wholesaler in this case, but doesn’t have a direct relationship with the end customer. Similarly, if you have an Amazon Kindle with wireless connectivity, that connectivity is provided by Amazon. You can begin to see how this trend could move the communications provider away from retail relationships with customers to a wholesale relationship.
Next, industry consolidation is accelerating. Leading companies have recognized the need to be quad play providers and to provide those services at scale. Margin pressure from competition demands large scale economies and the consolidation trend will continue.
And finally, we’ve talked a little about Connected Life Services and how it could change the relationship between communications companies and the end customer. But it is also an opportunity for communications providers. As customers – both residential and businesses have more and more connected devices, communications companies can think about being the retailer for those connected devices as well as being the servicing organization and aggregator across those connected devices. IoT, M2M, connected devices are the next wave of technology transforming our society and communications providers have the opportunity to be at the center of that transformation.
Let’s take a look at how these disruptors will impact communications companies revenues.
Over time, the traditional quad play retail revenue will decrease – from competitive pressures and from OTT new entrants.
But communications companies have the opportunity to continue to grow revenue by focusing on Wholesale and new digital services – like the connected life services we just discussed.
These are the plays, or business models, that will drive communications providers revenues over the next decade. Each provider must decide what business models they want to pursue: become the best traditional quad play retail provider, understanding that overall traditional retail quad play revenue will decline over time;
Become the best wholesale provider and capture a large share of the growing demand by connected life service providers for wholesale communications services;
Compete with new entrants and expand into the OTT business – several traditional video aggregators are trying this now – with varying degrees of success;
And/or become a retail digital life services provider.
Comms companies must decide how many of these business models they want to pursue. But the common thread across all of these is that will be competing for customers based on customer experience excellence.
Let’s talk about what that means.
Customers expect you to make it Simple for them to do business with you. That’s the bar the new entrants have set and it’s shaping customer expectations across industries.
Customers expect you to know them – create a personalized experience just for them.
They want you to give them control and interact with you in a way that works best for them – across devices and channels and in a sequence that makes sense to them.
Customers want you to help them as a team. They don’t want to repeat themselves as different members of your team assist them.
And, they want you to adapt to their situation. Anticipate why they are making contact.
The companies shown on this slide are doing that and are winning customers by making it simple and delivering an effortless customer experience.
But, as you can see by the NPS numbers here, communication providers are not delivering that simple, effortless customer experience.
How many of you in the audience measure NPS in your company? How about customer effort? Are you where you want to be?
The average NPS for communications companies globally is 14 while they are the new entrants – the real competition is at 72.
So ask yourself the following questions to see if you really are focused on delivering that effortless customer experience. If you can’t answer yes to these questions, I would suggest that there is room for improvement and that improvement is required to effectively complete in today’s communications marketplace.
Do you give your customer control. Do you let them manage their account, including disconnecting, on any device at any time. New entrants do!
Do you trust and empower your employees to resolve customer issues or do you put so many constraints around you front line employees that they frustrate as many customers as they help?
Do you treat your new existing long tenured customers better than your new customers are you still addicted to the customer acquisition at all costs promotions?
And above all, have you approached every element of customer experience from the perspective of making it simple and easy for the customer or do still think about how you want to customer to interact with you in the way that is best for you?
The competition answers yes to these questions and the leading comms companies – as you’ll hear soon – also answer yes.
It’s time to for all communications providers to become Customer Centric Service Provider –
Delivering personalized 1:1, real-time experiences everywhere and on a schedule driven by the customer.
Companies that can find a way to drive customer engagement, win. These companies generate 23% more revenue per customer met with long lasting loyalty. And this world we live in offers immense amounts of engagement opportunity: Mobile Experiences, Connected Products, unique & personalized customer journeys and robust communities to connect every aspect of the relationship.
Do do this, you need to put the customer at the center of everything you do. And you need a customer platform to help you accomplish this.
Navin – Thank you for sharing your experiences.
Now, let’s look at how Salesforce delivers the type of effortless customer experience we just heard about at Telus.
All communications providers have legacy systems of record – like billing, provisioning, work force management that are technology focused systems optimized for internal operations. They were not designed to deliver customer engagement excellence and by not allowing you to have a rich profile view of your customer, create frustrating and high effort customer experiences. To compete against the new entrants, you need something different, you need Plan B.
You need a platform of engagement, engineered to be a customer engagement platform delivering an omni channel effortless customer experience.
Salesforce’s platform and applications have been engineered from day one to provide the agile, customer-centric omni channel platform of engagement that can work with your existing systems of engagement. You don’t have to rip and replace all those systems, but you do need to implement a customer engagement layer that allows you to deliver the personalized customer experience today’s customers expect.
These are the Salesforce solutions designed for the Communications Industry.
For B2B, the Salesforce communications solutions build upon the long history of successful Sales Force Automation solutions with sales flows and order integration patterns unique to the communications industry. This includes integration to cloud partner CPQ, product catalog, and order orchestration solutions. Similarly, we’ve also extended Salesforce’s service cloud with communications specific service flows that can support the complex enterprise communications products you deliver to your customers.
For B2C, we have solutions for omni channel customer ordering and service, but also a solution we call Connected Customer which includes omni channel lead management, collaboration, social integration, and other customer engagement capabilities that can work with Salesforce’s ordering and service solutions or your existing ordering and service solutions.
Does that surprise you? Be honest, how many of you think of Salesforce as the SFA company and didn’t really know that Salesforce is a leader in both B2B and B2C for sales and service CRM solutions. After this week’s events, I hope you’ll fully understand the breadth and depth of Saleforce’s solutions.
Finally, we’ve also created solutions for the new digital products marketplace. The areas of OTT and IoT / Connected Life Services that I mentioned earlier are key growth areas for communications providers.
These are solutions targeting some of the most painful – and most solvable – challenges in our industry today. And they are being implemented – including many customers that will tell their story here at Dreamforce. Let’s hear from one now.
During Dreamforce, you will have the opportunity to hear from all the customers whose logos appear on this slide. These customers have used Salesforce as a platform of engagement not just to improve customer experience, but to deliver bottom line business results.
Reducing Customer Effort:
Improves NPS and Loyalty
Which Increases win rate
And increases ARPU. Customers that like doing business with you will buy more products from you.
Barclays Mortgages video
That mission started with a new technology model, powered by our multitenant cloud. This is the fastest way for your business to scale, the fastest way to innovate and we offer continues improvement to security, availability and performance. No matter the size of your company, these benefits are yours. This multitenant infrastructure becomes especially powerful when coupled with our scalable metadata platform.
Our business model is built on 100% commitment to your success. Our subscription pricing model exists so you can pay and go based on your own satisfaction. We have a global customer success team focused on the success of your systems in your company, and a broad ISV & SI ecosystem. But we recognize that technology is not enough, we have to be personally committed to your success, and that is what we do at Salesforce. This model and your success helped us grow from a startup to the 6th largest software company in the world
Again, completely driven by our customer success. We have grown to over 150,000 customers and we are committed to all of you. We are humbled to be named Fortune’s most admired software company three years in a row, a Fortune Best Place to Work seven years in a row, in fact we are proud to be #3 right here in the UK and lastly, Forbes’ most innovative company in the world now four years in a row! We have 16,000 employees supporting you and dedicated to the success of our customers.
We’re also dedicated and are continuously investing in the UK, our European headquarters.
What I love about my job is the constant change in technology around us. Today, we are in a world where everything and everyone is connected. Cars, watches, people, even my sprinkler system is hooked up to the internet.
We’re living in a perfect storm of technology: cloud, mobile, social and data science that has produced billions of connected things. Products are connected, devices are connected, every thing is connected. But what we have to remember is that behind every connection, is a customer. Our customers today are more connected than ever in the cloud using mobile and social apps. They are generating more data than we ever could have imagined. Trillions of customer interactions. And it’s our opportunity to use this data to better understand them.
Some companies are doing this well today. And they are disrupting industries…
We’ve talked about how fast it is to build on Lightning, a great example is our first two vertical apps focused on Wealth Management & Healthcare built with Lightning.
Our teams have been in deep collaboration with industry experts & leading companies Northern Trust, Philips, MerrillLynch and UCSF to build these brand new applications including industry specific data models, workflows and content.
Salesforce UK Comms Industry Business Summit (30 Sept 2015)
Industry Business Summit
30 September 2015
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.
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
David Rowan, Editor Wired Magazine
17:15 – 18:00
Disruptive Growth and Customer Experience
Excellence in Communications
Andrew Baer, SVP, Salesforce Industries, Communications and
CPQ / Order Management / Work Force/
Customer Success Ecosystem
Legacy Systems of Record
World’s Most Complete CRM
Accelerate Customer Success
SVP, Communications & Media
The Customer Success Platform for Communications
Disruptive Growth and
Customer Experience Excellence in
Communications Business is Transforming
Rapid disruption plus revenue & margin pressures
Disruptions Drive New Business Models
Digital Services, OTT,
Consumer IoT (Retail)
(Voice, SMS, TV)
Service Providers Must Choose Their Plays
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
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 customers better?
Are you easy to do business with?
Are employees trusted to resolve customer issues?
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
What is the Impact of Engagement?
Systems of Record Simply Cannot Deliver
Effortless Customer Experiences
Technology focused on internal operations, not engagement
Internal Focus Content Delivery – Content Management – Infrastructure
Providers Need a
Platform of Engagement
Retail Call Centers eCare Comm-
Powered by data science
Solutions Powering Traditional & Disruptive Models
Customer Success Platform for Communications
Cloud Mobile Social Data Science
Business Customer Lead to Order
B2B Service Assurance
IoT Value Chain Management
OTT Subscriber Management
Dreamforce 2015 Highlights
Neil Green, Principal Sales Engineer, Salesforce
Get ready for a new kind of
Principal Solutions Engineer
New Products, Highlights &
Innovations from Dreamforce 2015
Cloud Computing Pioneer
New Technology Model
New Business Model
New Philanthropic Model
1960s 1980s Today
New Technology Model
Scalable metadata platform
Most trusted enterprise cloud
Security | Availability | Performance
70%faster time to market
New Business Model
Focused on Customer Success
Customer Success Group
Broad ecosystem and community
37%increase in customer
New Philanthropic Model
connected things of customer interactions
CloudThe Connected Customer
Everything and everyone is connected
Data Science Revolution
Now, everyone is smarter
of world’s data
created in last 12
The Customer Gap
of customer data
has been analyzed
Your company Your customers
Get Ready for a New Kind of Customer Success
1 to 1 customer
Write once, run
Lightning Experience NewLightning Exchange New
Easy: 50+ all new partner
Smart: meet the new
Fast: build and customize
with drag and drop
New Salesforce Vertical Apps
Built with Lightning
Connecting advisors with
clients like never before
Chief Strategy Officer
The Sales Cloud has
never been smarter
Connected CRM & Email
All your data in context
Proactive & Intelligent
Smart notifications, dynamic scheduling
Connects to Salesforce1
Seamlessly keep your pipeline up-to-date
for Sales Cloud
Connect to everything
Powered by Thunder
The Salesforce Customer Success Platform in Action
David Rowan, Editor, Wired Magazine