Salesforce Webinar - Welcome to the Internet of Customers


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Introducing one customer platform to connect everything. Behind every app, every device, and every connection, is a customer. Billions of them. And each and every one is speeding toward the future. The Salesforce1 Customer Platform will allow you to connect all your apps, connect all your devices and connect all your customer data. With new APIs, mobile tools, and more, its everything you need to seek, service, and market like never before.

Join our webinar and see how your organisation can start using this new customer platform for the Internet of Customers.

Published in: Technology, Business
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  • Hello, my name is ____. I am going to take you on a journey and tell you a little about this shift we call the Internet of Customers. I want to show you how to connect with your customers in a whole new way.To do this, I am going to tell you a little about, and then I am going to show how our customers are making a transformation in their business using social, mobile and cloud technologies to connect better with their customers.
  • Before I begin, just a word from our lawyers.  This is our safe harbor statement which if you cannot read, you can find on our website.  Any purchasing decisions you make should be made based on currently available technology.
  • Today, the devices, networks and computers we use to connect are all changing. In the first wave of computing, it was mainframes, proprietary terminals, and S&A networks and mainframes from IBM. Then we moved to the second wave of computing -- client server computing, PCs, LANs, WANs, PC servers, created by companies like Microsoft and Oracle. But today, we're entering into a third wave of computing, the most exciting wave of computing ever, and it's not about thousands of computers or millions of computers. It’s 50 billion connected things by 2020 (estimate by Cisco), because everything is on the net. The aircraft engine is on the net, the Caterpillar tractor is on the net, the Coca-Cola machine, the light bulb is on the net. Everything is going to be on the net, and all of these things are going social. They're going mobile, they're going cloud, they're getting connected in phenomenal new ways.{great opportunity to tell a personal story here}---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Additional Context & Acronyms as defined by Wikipedia:Systems Network Architecture (SNA) is IBM's proprietary networking architecture, created in 1974A local area network (LAN) is a computer network that interconnects computers in a limited area such as a home, school, computer laboratory, or office building using network media.A wide area network (WAN) is a network that covers a broad area (i.e., any telecommunications network that links across metropolitan, regional, or national boundaries) using private or public network transports.LTE, an initialism of long-term evolution, marketed as 4G LTE, is a standard for wireless communication of high-speed data for mobile phones and data terminals
  • When we look out at what's happening in the world, there’s never been a more exciting time. We now have a whole new way to engage customers, through Social with 4.5 Billion aggregate social users, this is where your customers are. Through Mobile, because your customers are not on their desktops accessing these social networks, their on these amazing smart phones. Did you know there's only 1.5 billion Smartphones out there, but there's five billion cell phones, and all of those cell phone users are going to upgrade to these new next gen Smartphones by 2017. This presents an enormous opportunity to interact, the opportunity to entertain, the opportunity to get educated, the opportunity to engage with your vendors, your employees and your customers.In this Internet of Customers, everything is connected, products, devices, people, everything. An example is this amazing new connected toothbrush from Philips. This is not a normal toothbrush, it is part of an eco-system, it is Wi-Fi-based and GPS-located. So it knows how I'm brushing, how I'm holding it, where it is in the world, and when I go into my dentist's office, guess what? He isn't going to say did you brush? You know what he's going to say? He’s going to bring up my Philips account and review my usage with me. This is an incredible new world. A world that requires a new level of trust and a new level of transparency.But it's just not about the dentist. It's about everything being connected, and controlled through these incredible smartphones with apps.
  • But behind this internet of things is something profound. Because behind every tweet that happens on Twitter, behind every post that happens on Facebook, behind every one of our devices and wearables, behind every one of our mobile devices -- behind every one of these things, don't forget, there's a customer. There's a customerbehind each and every one of these interactions on the internet, and in the world of the internet of things, it's really an Internet of Customers. [CLICK]
  • It's a phenomenal time in our industry. Every company is in transformation. We all have to become a customer company, we must transform to connect with our customers in a whole new way.Customer companies are not only connecting their customers, they are connecting employees together so they collaborate around customer accounts, problems, and ideas. Connected employees can solve problems faster and leverage expertise across your company.Customer companies are also connected with their partners, distributors, and suppliers so they can share customer information and better sell and service customers.Customer companies even have connected products. By connecting your products to your employees, your customers, and social networks, you can better service your customers. You can use product data for maintenance, marketing promotions, and sales opportunities.Customer companies are empowering everyonewith connected devices, enabling employees, partners and customers to connect from anywhere.
  • The problem is this. Most companies don't know their customers.. According to IBM study of 1,700 CMOs, 66% of companies lack an in-depth understanding of their customers.
  • And two-thirds of companies feel unprepared for this new social and mobile world. They're not ready. They don't know what to do.
  • And, yes, they want to go mobile, but they don't know how to build and deploy those mobile apps. According to a recent Economist study, nearly 60% of executives said “mobile apps are critical” for connecting with customers but less than half of them have actually deployed them. We call this the “App gap”.It’s hard to develop and deploy these mobile apps, there are more form factors than every before, a battle for developers and more platforms to build on. The paradigm has changed. The world has changed. We have phones, and we have tablets, and we have social networks, and we have userbehavior that's radically different than ever before. How do we change?
  • …and that is exactly what we have done, recently introducing the Salesforce1 Platform: a new customer platform for the internet of customers. It’s the best engineering we have ever done, and I’d like to tell you a little more about it.
  • The Salesforce platform was already the #1 enterprise cloud platform with four million apps built on the platform, 72 billion records stored, 1.5 billion transactions a day completed on the platform. That doesn’t even include ExactTarget, who's delivering another billion transactions every single day. Two million app exchange installs on the platform, 2,000 AppExchange apps on the platform.But the platform needs to go forward, it needs to evolve. [CLICK]
  • It needs to take advantage of this new world -- of the world of social and mobile and cloud and the new world of connected devices, and it needs to be built for each of the five constituents that are so important. We need to build it for the developers, the ISVs, the end users, the administrators, and we have to build it for the customers.
  • Developers deserve a new generation of platform, because building mobile apps is hard. You need more APIs available in your development environment than ever before.When we built Salesforce originally, we were mostly focused on building our data APIs and giving developers access to data. Now, we need to be able to provide ten times more API functionality, with over 230 calls and methods so all your page layouts, data, fields, etc. are carried forward into these new mobile environments, and we needed Visualforce to run on every mobile device so that developers can build any user interface to match a brands look and feel.
  • And at Salesforce, we already have this incredible app ecosystem called the AppExchange with over 2,000 pre-integrated apps. But we wanted to give them more power than ever before so they also have access to these new APIs and platform functionality for additional mobile capabilities. Partners like Dropbox, Evernote, Docusign, Workday and many others are already taking advantage of the new platform functionality. You can see the list here, we’re taking the AppExchange to a whole new level here.
  • And, of course, end users demand a new user interface. They have a wide variety of new devices, and the software that we built in 1999 is great on PCs and laptops, but it needs to be amazing on mobile. So we've looked at the best mobile apps -- apps from companies like Twitter and Facebook and others, who have led this charge in the consumer world, and we've looked at their metaphors, just as we looked to Amazon in the past, and we've created this phenomenal new application called Salesforce1, which is available today on Google Play and Apple’s Appstore.So now, all your customer data, all your analytics, all your customizations, custom apps, custom objects, everything is right there on the phone with modern features you come to expect, like a notifications platform, a feed-first UI and publisher actions that are completely customizable for the end user.
  • SalesforceA: We realize that Administrators are the life-blood of an organization and they needed an app to be able to do administration wherever they are. We call this app SalesforceA. Now, Admins can fully customize Salesforce right from their mobile device.Salesforce#: Admins also wanted two-factor authentication, Salesforce# [Pound] is soon going to be available on the app store and Google Play, as well, so you can do two-factor authentication right from your mobile device.Customization: And admins wanted to be able to fully customize all aspects of Salesforce1 to make it exactly for their company -- putting in their identity, putting in their brand, putting in their colors, so that it looks like it's a custom app built exactly for their employees. We know how important branding is to all of our customers, so we’re delivering this in the upcoming Spring release.
  • But of course, all of this is designed with the customer in mind. Now, companies can connect with customers in a whole new way. We’ve delivered Salesforce communities, so customers can build robust, branded social communities to connect customers, partners and even products.We’ve recently launched Heroku1 to build incredible customer applications leveraging data from the Salesforce1 Platform, and we’ve got ExactTarget Fuel so you can engage 1:1 across the customer journey.
  • …and that is exactly what we have done, recently introducing the Salesforce1 Platform: a new customer platform for the internet of customers. It’s the best engineering we have ever done, and I’d like to tell you a little more about it.
  • When we put it all together, we've completely rebuilt our architecture. Our leading sales, service, marketing and AppExchange offerings are built on this new customer platform. A new platform for a new age, an age that's dominated by the cloud, by social, by mobile.This platform is built with our customers in mind, a platform to get them to the future ahead of their customers, welcoming them as they arrive.
  • And today’s customer EXPECTS a 1:1 relationship with your company, they expect a consistent experience on every channel. This is a powerful shift, a 1:1 relationship between the customer and company. This is a pretty big change built on the foundation of social, mobile, cloud and connected devices.
  • The only question is are you ready to make the change? Are you ready to make that change for your customers? Customer Service: Are you ready to make that change in customer service? Can you serve customers everywhere? Example: Philips is building support directly into all their products, from MRI and Ultrasound machines to Light Bulbs. These connected products enable proactive service. (Philips Video: What about new ways to sell? Is your sales team 100% mobilized, do they have the ability to sell 1:1 from anywhere? Do your products know your customers and offer them the ability to buy more?Example: ADP is building mobile apps to connect their global sales organization: (ADP Video: What about marketing? Are you delivering a consistent message on every channel? Encouraging loyalty and driving more sales?Example: Sony is connecting the ExactTarget Marketing Cloud to the Sony PlayStation product to deliver targeted and relevant communications: (Sony Playstation Video:
  • Salesforce Webinar - Welcome to the Internet of Customers

    1. 1. Webinar Series Welcome to the Internet of Customers This Webinar will start at 11:00AM AEST Corporate Pres – PowerPoint Template – 16x9 FY14.pptx
    2. 2. Speakers Simon Peterson • AVP, General Business • Dan Bognar • VP, Sales Engineering • Lee Marshall • Principal Sales Engineer •
    3. 3. Listening and asking questions • Audio will be automatically streamed through your computer speakers • You can also listen via your phone. Please see the webinar panel for instructions. • Webinar recording will be made available post event The Questions Panel • Type your question in the space at the bottom • Click on “Send” Type your question here
    4. 4. Connect with your customers in a whole new way Dan Bognar Vice President, APAC @danbognar
    5. 5. Safe Harbor 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, 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 products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, 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., inc. assumes no obligation and does not intend to update these forward-looking statements.
    6. 6. Third Wave of Computing “Internet of Customers” Cloud Server LTE Mainframe LAN/WAN Devices SNA Products Client Terminal 1,000s 1,000,000s 50 Billion Connected “Things”
    7. 7. A Whole New Way to Engage Customers 5B Smartphones by 2017 4.5B Aggregate social users Mobile 50B Social Connected “things” by 2020 58% Faster deployment Cloud Connected
    8. 8. community chat post product tweet Behind every thing is a customer. app device website shopping cart
    9. 9. Become A Customer Company: Connect With Your Customers in a Whole New Way Connected Employees Connected Partners Connected Products Connected Customers Connected Devices
    10. 10. Unfortunately, Most Companies Don’t Know Their Customers 66% of companies lack an in-depth understanding of their customers IBM Study of 1,700 CMOs “From Stretched to Strengthened”
    11. 11. Companies are Unprepared to Build Next Generation of Apps ? IBM Study of 1,700 CMOs “From Stretched to Strengthened” 2/3 of companies feel unprepared for the social & mobile world
    12. 12. “App Gap”: Difficult to Build Customer Apps Percent of Respondents 60% Mobile apps are critical 1/2 < 40% Mobile apps deployed Complexity of form factors Limited number of developers Multiple operating systems 20% Multiple platforms have deployed apps
    13. 13. A new customer platform for the internet of customers.
    14. 14. Salesforce: #1 Enterprise Cloud Platform 2M 1.5B AppExchange Installs Transactions Per Day #1 Wave for Rapid Developers 4M 72B Records Stored Apps Built on The Platform Market Share Wave for Coders Leader Wave for Application Deployment & Delivery
    15. 15. A New Customer Platform for Everyone Developers Build Next Generation Apps Geetha Vallabhaneni Luminix ISVs Publish Next Generation Apps Peter Gassner Veeva End Users Experience Salesforce1 on Any Device Mariam Naficy Minted Admins Your ! Customers Manage Salesforce from Anywhere Connect with Customers in a Whole New Way Neil Kamireddy Trunk Club Every Customer
    16. 16. Developers: Build Next Generation Apps New Platform Services for Developers Data APIs Metadata & UI APIs Visualforce1 10X More API Functionality 230 Calls & Methods Build any user interface
    17. 17. ISVs: Publish Next Generation Apps Dropbox Docusign Evernote Workday HP Box Xactly LinkedIn Concur FinancialForce BMC Kenandy ScanBizCard s TAS Group Apttus ServiceMax eVariant FileBoard
    18. 18. End Users: Experience Salesforce1 on Any Device All your past investments... …now in the future CRM AppExchange Apps Custom Apps Notifications Platform Feed First UI Publisher Actions
    19. 19. Admins: Manage Salesforce from Anywhere SalesforceA Admin App & API for User Management Salesforce# Two-factor Authentication App Complete Customization
    20. 20. Customers: Connect with Customers in a Whole New Way Communities Heroku1 ExactTarget! Fuel Connect customers, partners & products Build customer apps Engage 1:1 with customers
    21. 21. Demonstration
    22. 22. Salesforce1: A New Customer Platform for the Future Sales Cloud Service Cloud ExactTarget Marketing Cloud AppExchange Salesforce1 App Salesforce1 Platform APIs Heroku1 Salesforce1 Platform Services ExactTarget Fuel
    23. 23. Questions? Type your question here
    24. 24. Please provide your feedback when you exit from GoTowebinar
    25. 25. In the Internet of Customers, Companies Create 1:1 Experiences Connected Customers Product Mobile Social Connected Employees Web Stadium Email Connected Partners Store Community
    26. 26. Are You Ready to Make the Change? Connected Employees Serve Customers Everywhere Connected Service, Sales & Marketing Sell 1:1 Anywhere Connect ed Products Connect Customers Everywhere Market 1:1 in the Digital World