How Salesforce.com R&D Delivers the Cloud

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How Salesforce.com R&D Delivers the Cloud

  1. 1. How Salesforce.com R&DDelivers the CloudSteven Tamm, CTO CRM, salesforce.com@tammforce
  2. 2. Safe HarborSafe 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 materializeor if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied bythe forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including anyprojections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regardingstrategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services ortechnology 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 functionalityfor our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results andrate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and otherlitigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operatinghistory, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customerdeployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Furtherinformation on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-Q for themost recent fiscal quarter ended July 31, 2012. This documents and others containing important disclosures are available on the SEC Filingssection 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 andmay not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that arecurrently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Powering the Social Enterprise
  4. 4. Delight Your Customers and Employees Social Customer Profile Employee Social Networks Customer & Product Social Networks Collaborate Product & Partners Listen & Connect & Sell Analyze Social Enterprise Social Marketing Service & Engage Automate & Extend
  5. 5. Force.com Powers the Social Enterprise Open Integration Unified Data Model Common Social Profile
  6. 6. Salesforce Architecture sites portals communities native HTML5 chatter APIs / Integration sales cloud social custom apps customer service cloud profile appexchange data.com force.com site.com heroku database.com Trusted, Multi-tenant Infrastructure
  7. 7. The Core of the Social Enterprise:Multi-tenant Cloud Computing Fast Easy No Hardware Automatic Upgrades No Software Pay-as-you-go Open Everyone Logic/data Portability Democratic Any Device Economical
  8. 8. What Salesforce.com does for you? We do We do We do YOU Infrastructure Application Operations get to focus on innovation Services Services Services Network Security Authentication Customize your CRM Storage Sharing Availability Build your data model Operating System Integration Monitoring Build your business logic Database Customization Patch Mgmt Build your user interface App Server Web Services Upgrades Web Server API Backup Data Center Multi-Language NOC“ Force.com allowed us to create and deliver a total of 14 applications –all without the expense and hassles of traditional applicationdevelopment. ”
  9. 9. Multitenancy
  10. 10. One Cloud with Many CustomersShared Elastic ServicesOne Data Store per Pod10K+ Customers per Pod50+ PodsAll data segregated by customerAll operations include tenant IDDisaster RecoveryPer tenant encryption keys
  11. 11. What is in a Pod
  12. 12. What Multitenancy Means for Salesforce R&D One Version No Legacy Teams Bugs fixed for everyone
  13. 13. What Multitenancy Means for Salesforce R&D One Version Automation No Legacy Teams 200K+ of our Tests Bugs fixed for everyone Run your tests as well
  14. 14. What Multitenancy Means for Salesforce R&D One Version Automation No Legacy Teams 200K+ of our Tests Bugs fixed for everyone Run your tests as well Pod Architecture Staggered Releases Scalability across all sizes
  15. 15. What Multitenancy Means for Salesforce R&D One Version Automation No Legacy Teams 200K+ of our Tests Bugs fixed for everyone Run your tests as well Pod Architecture Predictability Staggered Releases Three major releases/year Scalability across all sizes Bug fixes every week
  16. 16. What Multitenancy Means for Salesforce R&D One Version Automation No Legacy Teams 200K+ of our Tests Bugs fixed for everyone Run your tests as well Pod Architecture Predictability Staggered Releases Three major releases/year Scalability across all sizes Bug fixes every week
  17. 17. What Makes Us Different? Social Enterprise Platform Powered by Multitenancy Social Mobile Open Real-time Feeds Right Experience Open Standards Real-time Profiles Any Device Open Technologies notifications Files Open Interfaces Customizable Real-time workflow Open Languages Social Graph Real-time feeds
  18. 18. “Skate where the pucks going” Sales and Service are different from 5 years ago Ubiquity of Mobile Connected Devices Social replacing Email
  19. 19. Investing in the Future Next Generation technologies Focus and investment shifted
  20. 20. True to the Core of CRM
  21. 21. “True to the Core” is a Social Movement Started byCustomers It Started With An Idea Then A Blog Then a Chatter Group
  22. 22. How We Heard You Chatter IdeaExchange Customer Surveys Twitter and Blogs (Radian6) Support Cases
  23. 23. Categorizing the Complaints All CRM not customizable using the platform Difficult UI around some CRM features Technically Difficult Backlog Items Backwards Compatibility New Technology
  24. 24. Thank You for Reminding Us Agile Development tends toward “Large” Features Quality effort for older features higher Evolution of database.com makes “new” things easier Never rest on our laurels
  25. 25. Prioritize Based on Usage and Demand Prioritize Based On:  User Adoption  Customer Surveys  IdeaExchange Demand  Strategic Importance
  26. 26. Listening to the Customer
  27. 27. We are Listening and Delivering for CRM We increased investment in CRM development We created new internal teams and increased staffing We focused on being “True to the Core”
  28. 28. Delivering 300K+ Idea Points This YearIdea Points Target ReleaseSalesforce Mobile for Google Android 26K Winter ‘12Exception Reporting (outer joins) 41K Spring ‘12Cross Object Workflow 39K Spring ‘12Joined Reports 39K Spring ’12Multiple Contacts on an Activity 49K Summer ‘12Setup Search 14K Summer ‘12
  29. 29. Delivering Small IdeasIdea Points Target ReleaseFilters on Dashboard Components 3K Winter ‘12Field Updates retrigger Workflow 5K Spring ‘12Criteria-based sharing for all objects 1K Spring ‘12Keep column size when editing lists 0K Spring ’12Reorder search results 1K Spring ‘12Alphabetize Reports 3K Winter ‘12
  30. 30. Why cant you just fix my feature? Trust is our #1 value Backwards Compatibility Workaround available Complexity Multiple Contacts per Activity State & Country as a Picklist Country starts with “BH”: Bahrain (BH) or Bhutan (BT)?
  31. 31. We Value Consistent Improvement API First, Mobile Second, Web Third One Integrated Platform for All Applications No middleware needed Migrate customers to the state of the art at their pace
  32. 32. How You Can Help
  33. 33. Idea Exchange http://ideas.salesforce.com  Join the Customer Community  Ask your questions  Provide new ideas and vote up your issues Talk to support if it is a bug If it’s broken, we want to know!
  34. 34. Dreamforce Community http://dreamforce.com  Join the Chatter Groups  Get support for your ideas from the broader community  Crowd sourced solution http://developer.force.com  Community Boards for developers  Code sharing for Apex
  35. 35. More information about multitenancy Search for Force.com Multitenant Whitepaper in your favorite search engine Multitenant Magic Webinar http://wiki.developerforce.com/page/Multitenancy_Webinar @tammforce
  36. 36. Speaker Name Speaker Name Speaker Name Speaker Name Speaker Title, Speaker Title, Speaker Title, Speaker Title, @twittername @twittername @twittername @twittername

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