Sales Velocity 2014 - SF - Keynote - Leyla Seka, SVP Desk.com

2. The Blowfish Effect
Leyla Seka
SVP & GM
lseka@salesforce.com

3. BigHow do you look
when you’re ?small

4. Technology Fuels Growth
58%
Faster
Deployment
Dashboard
to our lives
Mobile
5B
Smartphones
by 2017
4.5B
Aggregate
Social Users
Cloud
Social

5. Automate & Scale Personalized
Interactions Across Your Company
Plan for Growth
Choose Apps That Don’t Suck
Whole Company Support
for Happy Customers

6. Find Apps That Connect and Scale

7. Explosive Growth from the Ground Up
2,300+ Apps
2.4M+ Installs

8. Doubling Down on Growth
All-in-One Customer Support App for Fast-Growing
Companies
Social
Support
Case
Management
Self-
Service
Mobile
Access
Simple
Setup
Knowledge
Base
Multilingual
Support
Business
Insights

9. • Web-based app for managing payroll
• ~100 cases resolved/day
• More than $400M in payroll dollars
processed since Desk.com implementation
Anticipate Growth by Connecting Apps

10. Users Demand Intuitive Apps,
Personally and Professionally

11. Evaluate Apps for Usability
• Fast?
• Easy?
• Feed first?
• Constant updates?
• Get things done?
• Minimal clicks?
• Search?

12. Whole Company Support Drives
Customer Success

13. Bad Support  Lost Customers
50% of customers 50% of small businesses
Leave vendors for
poor customer service
Fail in the first 5 years

14. Unhappy Customers Make Noise
“If you make customers unhappy in
the physical world, they might each
tell
6 friends.
If you make customers unhappy on
the Internet, they can each tell
6,000 friends.”
-Jeff Bezos, Founder & CEO

15. Customers will spend more with
a company because of positive
customer service experiences
75%
Everything else
Source: Most Companies Fai Customer Service Test, Michael Hess http://www.cbsnews.com/news/most-companies-fail-customer-service-test/
Happy Customers Are More Loyal &
Spend More

16. Go Beyond the Traditional 360 View
• Personal Customer Details
• Purchase History
• Interactions – Are They Happy?
• How do they talk about you?
• Who have they told about you?
Know Your Customers Better Than Ever

17. Keep Track with the Right Apps
Empower Every Employee to Provide
Support to Every Customer

18. Sell More, Faster
Plan for Growth
Choose Apps That Don’t Suck
Enable Whole Company Support

19. Thank you
Leyla Seka
SVP & GM
lseka@salesforce.com