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Salesforce presentation for EDHEC


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Presentation of transforming companies into Customer connected companies.
Presentation to student of EDHEC Business School

Published in: Education, Business, Technology
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Salesforce presentation for EDHEC

  1. 1. BECOME A CUSTOMER COMPANY:Connect With Your Customers In A Whole New WayPascal LyHead of Web Marketing – APAC Online /pakkai/digital/ @pascal_ly_ /in/pascally /pakkaily
  2. 2. Agenda1. Who is salesforce.com2. The computing revolution3. How do you become a customer company4. Marketing in APAC
  3. 3. Who is
  4. 4. Our Mission: Cloud Computing Driver, Catalyst andEvangelist Enterprise Mainframe Client/Server Cloud Computing No Hardware/Software Subscription Model Automatic Upgrades Constant Innovation 1960s 1980s Today
  5. 5. #1 in Cloud Computing and Customer RelationshipManagement#1 Cloud Sales, Service, Innovation Computing Marketing 2011, 2012
  6. 6. Salesforce Foundation 410,000+ Hours Service % $40+ Million GrantsTime • Equity • Product 16,000 Non-profit Organizations
  7. 7. The Computing Revolution
  8. 8. The Computing Revolution 2010s 1960s 1970s 1980s SocialMainframe Mini Client 2000s RevolutionComputing Computing Server Mobile Computing Computing 1990s Cloud Computing x 10x 100x 1,000x 10,000x 100,000x
  9. 9. The Computing Revolution: New Ways to Connect with Customers Local Cloud Social TouchSocial Touch Local Big Data Identity Ecosystem CommunityNew ways New ways to New ways to New ways to New ways to New ways to New ways toto connect use apps find customers discover insight share data share apps collaborate Cloud Computing New ways to connect everything
  10. 10. Social Revolution4.5 Billion Social UsersSharing Feeds, Profiles, Groups, and Files150 Million Daily Customer ConversationsAbout Companies
  11. 11. Touch RevolutionRevolutionary InterfacesTablets, Smartphones, PCs1.7 Billion Touch Devices Shipped in 2012
  12. 12. Local RevolutionGeo-aware DevicesLocate CustomersDeliver Targeted Promotions
  13. 13. Big Data Revolution450 Billion Business Transactions / Day by 2020 (IDC)Collect Customer, Product and Usage DataGain Insights About Customers
  14. 14. Identity RevolutionSingle Sign-onPortable IdentityIntegrated Data and Platforms
  15. 15. Community RevolutionPrivate & Public CommunitiesFind Experts and AnswersFor Customers, Employees, or Partners
  16. 16. Ecosystem RevolutionApple and Android App MarketplacesSalesforce AppExchange for Business Apps50 Billion+ Apps Downloaded since 2008
  17. 17. Cloud Revolution$111 Billion Industry in 201218% YOY #1 Enterprise Cloud Vendor
  18. 18. Companies Disconnected from their Customers Your Customers, Employees, and Is Your Company Connected? Partners are Connected…
  19. 19. How do you become a customer company?
  20. 20. Become A Customer Company:Connect With Your Customers in a Whole New Way Local Cloud Social Touch
  21. 21. Eight Questions To Become a Customer Company: How do you listen How do you sell as How do you create How do you connect1 3 5 7 to every customer? a team? communities? your products? How do you How do you service How do you2 4 6 connect your 8 How do you deliver engage on every customers apps everywhere? channel? everywhere? partners?
  22. 22. 1. How do You Listen to Every Customer?Build a Social Media Command CenterEngage Your Customers94% Improved Brand Monitoring with the Marketing Cloud
  23. 23. 2. How Do You Engage On Every Channel?Manage Every Interaction on a Single PlatformDeliver a Seamless Customer Experience37% Improved Campaign Effectiveness withSalesforce Marketing Cloud
  24. 24. 3. How Do You Sell as a Team?Collaborate on DealsEnrich Your Profiles with Data.comMotivate and Align Employees with Work.com27% Increase in Sales with Sales Cloud
  25. 25. 4. How Do You Service Customers Everywhere?Solve Problems in Real-timeLeverage Experts in Your Company37% Improved Customer Satisfaction with Service Cloud
  26. 26. 5. How Do You Create Communities?Create Private and Public Social NetworksCollaborate with Real-time Feeds, Files & Updates39% Increase in Access to Information with Salesforce
  27. 27. 6. How Do You Connect Every Partner?Create Partner Social NetworksShare Leads, Deals, Accounts29% Increase in Partner Win Rates
  28. 28. 7. How Do You Connect Every Product?3.5 Billion Networked Products by 2015 (IDC)1.7 Billion Networked PCs
  29. 29. 8. How Do You Deliver Apps Everywhere?Engage Customers EverywhereRecognize LocationConnect to Social Networks
  30. 30. Become A Customer Company:Connect With Your Customers in a Whole New Way Local Cloud Social Touch
  31. 31. Salesforce ArchitectureAny Social App Sales Service Marketing Back-end Systems Network Exchange AppExchange Apps Chatter Chatter Communities ERP Finance Any System Heroku Touch Salesforce Platform Data Model Multi-tenant Infrastructure
  32. 32. Marketing in APAC
  33. 33. My journey to Online Marketing at Passion is a guide into your career journey 1990s 2000s Cloud Mobile Computing Computing WAP 2010s Social Revolution Internet Bubble i-mode iPhone My first time oninternet in 1996 Essentia Ingeeny lab weave Finance Business Unit Operational & Head of Web CEO Manager strategy consultant Marketing My first email Capgemini Philips address on Digital specialist IT consultant Digital Senior Project Hotmail in 1999 – still Manager using it 2000 2001 2004 2006 2008 2010 2011
  34. 34. APAC is one of the widest and most populated regionMore than 4.2B, constituting 60% of world’s population ANZ market /AU | English South East Asia, Singapore and Hong Kong market /AP | English India Market /IN | English China Market /CN | Simplified Chinese Korea Market /KR | Korean Taiwan Market /TW | Traditional Chinese
  35. 35. Our job is to create leads for our businessLeads are in the B2B what Consumer are in the B2C Small Businesses Enterprise Businesses Marketing Sales Prospects Community Customers