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Keynote: Welcome to the Age of the Customer


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Keynote: Welcome to the Age of the Customer

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Keynote: Welcome to the Age of the Customer

  1. 1. Opening Film Do NOT show on screen
  2. 2. Welcome to the Age of the Customer Hrvoje Supic Sales Executive Eastern Europe, Russia/CIS @hsupic
  3. 3. Forward-Looking Statements 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.
  4. 4. Salesforce: 4th Largest Enterprise Software Company in the World This Year 2011 • 2012 2013 • 2014 
 2015 Most innovative companies in the world 4th largest software company based on analyst consensus revenue for FY2017. Salesforce fiscal 2017 guidance provided November 18, 2015: "revenue for the company's full fiscal year 2017 is projected to be approximately $8.0B to $8.1B.” employees FY17 revenue guidance $8.32B 24K 2013 • 2014 2015 • 2016 2008 • 2009 • 2010 2011 • 2012 • 2013 2014 • 2015 • 2016
  5. 5. New Technology Model Multitenant cloud computing Innovation. Not Infrastructure Scalable metadata platform Adapt to your unique business Most trusted enterprise cloud Security | Availability | Performance faster time 
 to market + 70%
  6. 6. New Business Model Subscription pricing Customer Success Group Broad ecosystem and community Focused on Customer Success increase in customer 
 revenue growth + 37%
  7. 7. 1.4M+ Service hours1% Time $120M+ Grants1% Equity 28K+ Nonprofit organizations 1% Product $250M Donated product 
 New Philanthropic Model 1-1-1 Model 780+ Companies
 Pledge 1%
  8. 8. Aleš Kozák Director
  9. 9. “Nothing is more important than the trust and success of every customer.” 
 - Keith Block Vice Chairman, President & COO “Our cloud platform and rapid release cycle inspires innovation for every sized business.” 
 - Parker Harris Co-Founder “Our Customer Success Platform accelerates growth for every customer.” 
 - Alex Dayon President & Chief Product Officer “The business of business is to improve the state of the world.” 
 - Marc Benioff Chairman & CEO Our Core Values
  10. 10. IoT Data
 Science Social Mobile Cloud Billions of connected things Trillions of customer interactions MillionsThousands The Age of the Customer Everything and everyone is connected LAN/WAN Client Server SNA Mainframe Terminal
  11. 11. Connect to Your Customers in a Whole New Way Apps & Products Connected faster case resolution 66% Employees Connected Partners Connected Communities Connected
  12. 12. Run Your Business From Your Phone smartphones by 2020 6B+
  13. 13. Build 1-to-1 Customer Journeys
  14. 14. of world’s data created in last 
 12 months 90% Everyone and Every Thing is Smarter Get smarter about your customers
  15. 15. Your company Your customers The Customer Gap of customer data 
 has been analyzed 1< % 77%of customers are not 
 engaged with companies
  16. 16. Become a Customer Company IoTIoT Connect to your customers 
 in a whole new way. Run your business 
 from your phone. Build 1-to-1 
 customer journeys. Get smarter about 
 your customers.
  17. 17. IoTIoT Global CRM Leader App Cloud Community Cloud Marketing Cloud Service Cloud Sales
 Cloud Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
 The Gartner documents are available upon request from Salesforce. A Magic Quadrant Leader for Sales Force Automation Gartner, "Magic Quadrant for Sales Force Automation," Rob DeSisto, Tad Travis, 7/9/15 #1 Marketshare in Sales Automation Applications, 2014 IDC's Worldwide Semiannual Software Tracker, June 2015 7 industry-leading apps 1 platform #1 Marketshare in Customer Service Applications, 2014 A Magic Quadrant Leader for the CRM Customer Engagement Center Gartner, "Magic Quadrant for the CRM Engagement Center," Michael Maoz, Jim Davies, 4/27/15 IDC's Worldwide Semiannual Software Tracker, June 2015 A Magic Quadrant Leader in Horizontal Portals Gartner, "Magic Quadrant for Horizontal Portals," Jim Murphy, Gene Phifer, Gavin Tay, 9/11/15 A Magic Quadrant Leader for Enterprise Application Platform as a Service Gartner, "Magic Quadrant for Enterprise Application Platform as a Service, Worldwide" Natis, et al. 3/24/15 A Magic Quadrant Leader for Digital Marketing Hubs Gartner, "Magic Quadrant for Digital Marketing Hubs," Andrew Frank et al., 1/5/16
  18. 18. Customer Success Platform in Action Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected.  Response sizes per question vary. Average Percentage Improvements Reported by Salesforce Customers increaseinrevenue + 37% + 47% increaseinagentproductivity increaseinmarketingROI + 43% increaseincustomersatisfaction + 45% + 55% fasterdeployment + 48% fasterdecisionmaking
  19. 19. Erik Stranava Head of CRM
  20. 20. Olivier Elbaz Vice President
  21. 21. Connected World, Disconnected Experiences Fragmented user experiences Multiple development environments Disconnected 
  22. 22. Lightning: One Platform, One Experience. Experience • Builder • Ecosystem
  23. 23. Connect to your customers 
 in a whole new way Run your business 
 from your phone Build 1-to-1 
 customer journeys Get smarter about 
 your customers
  24. 24. Film Do NOT show on screen
  25. 25. Sell the way you want Lightning Platform & Ecosystem Sell faster Salesforce SteelBrick & Microsoft Integrations Sell smarter SalesforceIQ & Sales Wave Analytics Sell from anywhere Salesforce1 Mobile App #1 Sales application Sales Cloud Lightning Ami Palan Partner revenue increase + 37%
  26. 26. Salesforce SteelBrick CPQ Quote-to-Cash with Lightning Experience 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 NEW faster quotes + 80% Introducing:
  27. 27. Connect any data to every user Wave Platform Get answers, faster Sales Wave & Service Wave Apps Take action, instantly Wave Actions in Salesforce Make decisions from anywhere Wave Mobile Leading analytics platform Analytics Cloud Brook Colangelo EVP & CTO + 48% faster decision making
  28. 28. Fast development for everyone Lightning App Builder & Process Builder Modern developer experience Heroku Enterprise & Lightning Design System #1 enterprise ecosystem AppExchange & Lightning Components Trusted, scalable & connected Salesforce Shield, Connect & Thunder App Cloud Lightning Paul Daugherty CTO #1 Cloud app dev platform + 55% faster deployment
  29. 29. Francis Clauson Principal Solution Engineer
  30. 30. Demo Do NOT show on screen
  31. 31. • Thank you • Lets start on the mobile device using Salesforce WAVE • Look at our pipeline – WATERFALL CHART • Week, Quarter, Year • Lets drill into Quarter • Let me explain the view – pipleline • What has dropped out • CP Health – lets post to the group • Snapshot and draw on chart Do NOT show on screen
  32. 32. • Now I want to look at my Inbox – SALESFORCE INBOX • Laura email asking for meeting • TEMPLATE & time slots • Connected to Salesforce1 • Lets look at the Op • Lets mark the stage complete – Qualification -> Needs Analysis • Related shows all the details • FEED - see the post we made earlier – see colleagues offering advice Do NOT show on screen
  33. 33. • But we also need Off Line • I can then further work on the Op progressing it to NEGOTIATION • Lets move to my Desktop • List view of Ops • But we can also use the Kanban (CAN BAN) • Drag one between stages • See the TASKS OUTSTANDING – lets take a look Do NOT show on screen
  34. 34. • SALES PATH • Coaching on the step • We can also see the activity history so at a quick glance we can see what has been happening • WE MOVE FROM • WAVE -> INBOX -> SALESFORCE 1 -> DESKTOP • A single platform to allow you to serve your customers in a whole new way • MOVE TO APP BUILD Do NOT show on screen
  35. 35. • Salesforce in a Platform • We can quickly build an deploy apps • Here we are inside lighting app builder • Lets make screen tablet / ipad size • Lets drag and drop the components • SAVE and ACTIVATE Do NOT show on screen
  36. 36. • Lets move to the Sales rep on the move • He creates a quote • CLICK ON STEELBRICK • But we see warnings that further approval is needed • Manager is on his IWatch – sees need for approval • Approves & the details all change to green • And we generate a quote which we send out to our customer • SALESFORCE is a PLATFORM for APP building Quickly and Simply • PASS BACK TO KATARINA Do NOT show on screen
  37. 37. Roman Kubálek Sales Director
  38. 38. Connect to your customers in a whole new way Run your business from your phone Build 1-to-1 
 customer journeys Get smarter about 
 your customers
  39. 39. Film Do NOT show on screen
  40. 40. #1 Customer service application Service Cloud Lightning Connected service Lightning Platform & Ecosystem Faster service Lightning Service Console & Omni-Channel Support Smarter service Service Wave Analytics Personalized service Service for Apps with SOS & Field Service Lightning - 30% field service costs Jodi Truss Manager, Subscriber Relationship Marketing
  41. 41. 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 Introducing: Field Service LightningNEW Now available + 48% faster case resolution
  42. 42. Carlson Choi VP, Digital Initiatives #1 Marketing application Marketing Cloud 1 to 1 customer journeys Journey Builder All channels & devices Email, mobile, social, ads, web & IoT Predictive marketing Predictive journeys Connected CRM Customer experiences across marketing, sales, service & apps + 43% marketing ROI
  43. 43. Luciana Chamerlain Manager, Online Commerce Digital Marketing Connect to business process Platform for embedded files, records & data Connect faster Lightning Community Builder &
 Community Templates Connect smarter Personalized content & recommendations Connect everywhere Rich, branded mobile experience #1 Community platform Community Cloud + 45% customer retention
  44. 44. Demo Do NOT show on screen
  45. 45. • THANK YOU • Lets look at how MATTLE uses marketing cloud • PURCHASE – JOURNEY BUILDER – DOWNLOAD – PLAY • Purchase – ASTON MARTIN • Email with App instructions • Download App • Marketing cloud – Email - > Mobile – Social – Advertising – Web • Journey Maps • Life cycle – Aquire – Oboard – Engage – Support • Campaigns – times of year Do NOT show on screen
  46. 46. • ON-BOARD Journey • Specifically the DOWN LOAD MOBILE APP Interaction • Left side – builder components • Lets look at the trigger event for Purchase which we have just seen • Download Email template – lets take a look • Call to action – which was to down load • Power of Journey builder to wait and see if they download • For those who don’t down load we can do A-B-C random split testing to • SMS – email • We can see which Channel performs best & optimize accordingly Do NOT show on screen
  47. 47. • Back to ONBOARD journey • My favourite interaction CONNET MY CAR • Lets add a PUSH notification • Its says “DON NOT FORGET TO SCAN THE QR” • Add Push scan QR code • Lets got back to the phone • We have a notification lock screen • Lets start to play the game • First we scan the code – and off we go • PURCHASE – JOURNEY BUILDER – DOWNLOAD – PLAY Do NOT show on screen
  48. 48. Trailhead
  49. 49. Thank you to our Sponsors Gold Emerald Platinum
  50. 50. Your feedback is very valuable to us.
 Please take a few minutes to fill in our evaluation survey We’d love to hear from you!
  51. 51. Agenda 08:00 Registrace & Cloud Expo 09:30 Keynote: Get Ready for a New Kind of Customer Success 11:00 Coffee Break 11:30 Sales Cloud nám umožňuje obsluhovat zákazníky na iPADu 3 Practical Ways to Successfully Implement Salesforce - Bluewolf 12:15 Objevte Pardot: Povzbuďte prodej díky inteligentnímu BT2 marketingu 12:45 Oběd a Networking 14:00 Service Cloud - jak pečovat o zákazníky v digitální éře 10 Implementation Best Practices & more from our PwC Experience 14:45 Marketing Cloud - chystáme se invovovat digitální marketing Od UX až po integraci a bezpečnost. Nechte se CGI provést implementací Salesforce 15:30 Coffee Break 15:45 Na Salesforce App Cloud řídíme všechny procesy, jen ne obchod Sprinx Consulting – zákaznické řešení na míru a doplňky 16:30 Partnerský panel s Bluewolf, PwC a CGI 17:00 Networking recepce - vychutnejte si drink a večeři s týmem Salesforce
  52. 52. thank y u