Dreamforce 2012 Keynote "Business is Social"

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Marc Benioff keynote from Salesforce.com Dreamforce keynote in September 2012. "Business is Social."

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Dreamforce 2012 Keynote "Business is Social"

  1. 1. BUSINESS IS SOCIALMarc BenioffChairman, CEO@beniofffacebook.com/benioff 1
  2. 2. The Social Revolution1960s 1970s 1980s 2010sMainframe Mini Client ServerComputing Computing Computing Social 2000s Revolution Mobile 1990s Computing Cloud Computing x 10x 100x 1,000x 10,000x 100,000x 2
  3. 3. The Social Revolution 4.5 Billion social usersSources: Comscore, Morgan Stanley, Facebook, Twitter, YouTube, LinkedIn, Wikipedia 3
  4. 4. Social Revolution: Business is Social Enterprise Adoption of Social Networking 70% Companies Adopted Social “ $1.3 Trillion in value can be unlocked through social technologies. ” 2008 2009 2010 2011 2012Source: 2012 McKinsey Global Institute Study: “The Social Economy” 4
  5. 5. Social Revolution: Higher Growth Investment than anyIT Category 47% annual growth in spend for social networking Office ERP BI Project Management CRM SCM Content Web Management Conferencing Social NetworkingSource: 2012 IDC “Worldwide Collaborative Applications 2011-2015 Forecast 5
  6. 6. Social Revolution: Customers Flocking to SocialChannels Fortune 100 Facebook Fan Growth Fortune 100 Web Traffic Growth 123% growth in social customersJun 2010 Dec 2010 Jun 2011 Dec 2011 Source: Webtrends, “The Effects of Social Networks on the Mobile Web and Website Traffic”; Google Social Media Analysis Study 6
  7. 7. Social Revolution: Customer Conversations Exploding 150M conversations per day2009 2010 2011 2012 Sources: Twitter, Visible Technologies 7
  8. 8. Social Revolution: For CEOs, Social at the Top Customer Connections Sales Forces Social Networking “ CEOs believe social will become one of the top two ways to engage customers, Websites 256 % Growth mainly at the expense of over 3 Partners years traditional approaches. ” - IBM CEO Study 2012 Call CentersTraditional Approaches Source: 2012 IBM Global Chief Executive Office Study 8
  9. 9. Connect with Your Customers in a Whole New Way Connected Connected Customers Products Connected Connected Partners Employees 9
  10. 10. The social revolution is a trust revolution. 10
  11. 11. Are You and Your Company Going through aSocial Revolution? Your Customers, Employees, and What About to Your Partners Are Connected Company? 11
  12. 12. Connect with Your Customers in a Whole New Way Connected Connected Customers Products Connected Connected Partners Employees 12
  13. 13. Have You Transformed the Way You Sell? Sell: Your Customer Access Everything on Mobile Devices Collaborate on Deals Create Social Customer Profiles Grow Sales 13
  14. 14. Have You Transformed the Way You Service? Your Customer Service: Connect to Customers on Twitter, Facebook - Every Channel Respond Immediately to Customers Connect Service Experiences Across Channels Delight Your Customers 14
  15. 15. Have You Transformed the Way You Market? Your Customer Market: Listen and Engage Customers on Social Media Publish and Advertise with Social Campaigns Grow Campaign ROI 15
  16. 16. Have You Transformed the Way You Collaborate? Collaborate: Collaborate With Customers, Partners, & Employees Your Customer Create Branded Communities Share Posts, Files, & Feeds Less Email, Fewer Meetings 16
  17. 17. Have You Transformed the Way You Work? Work: Align with Social Objectives Motivate with Social Rewards Improve Employee Performance Your Customer 17
  18. 18. Have You Transformed the Way You Innovate? Your Customer Innovate: Build Social & Mobile Apps Make Your Products Social Engage Customers in New Ways 18
  19. 19. Have You Transformed the Way You Innovate? Your Customer 19
  20. 20. Social Revolution: The New Social Front Office,Where Trust Lives Your Customer 20
  21. 21. Social Revolution: Success Across Every Major Metric Your Customer +32% +29% Sales Productivity Innovation+34% +34% Customer EmployeeSatisfaction Satisfaction +37% +31% Source: 2012 Third-party survey of Campaign Employee 5,500 salesforce.com customers Effectiveness Productivity 21
  22. 22. Salesforce.com Customers Growing 48% Faster 33% Growth 21% Growth +48% faster growth 20% Growth 18% Growth 18% Growth 15% Growth Fortune 500 Fortune 500Non-customers Customers 15% Growth 14% Growth of Salesforce.com Annual growth averaged over 3 years.Source: Salesforce.com analysis 22
  23. 23. Business is Social Your Customer 23
  24. 24. 24

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