Breakout Session at Innovation Day Olso 13th nov 2018

1. B2B Companies Drive Growth,
Offer B2C-like Experiences with
Commerce Cloud
Laura Malandra, B2B Customer Success
Rasmus Jacobsen, Solution Engineer

2. 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 salesforce.com, 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 non-salesforce.com products, and utilization and selling to larger
enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, 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.
Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Statement under the Private Securities Litigation Reform Act of 1995
Forward-Looking Statement

4. Welcome to the Fourth Industrial Revolution
Everything and everyone is connected
​Mass
Production
​Distribution
and Logistics
​Digital
​Age of
Intelligence
Personalized
Connected
Fas
t

5. Customers Expect To Connect Anywhere, Anytime
Email
Web
Mobile
Stores
Wholesale
& Distributor Partners
Account Manager/ Salesperson
Self-Service
Communities
Social
Customer Service
Voice
Field Service
Multi-tier Distribution
Email
Web
Mobile
Stores
Account Manager/ Salesperson
Self-Service
Communities
Social
Customer Service
Voice
Field Service
Multi-tier Distribution

6. Commerce Has Never Been So Complex

7. Samsonite is a
Trailblazer
B2C Commerce
Order Management
Endless Aisle
B2B CommerceNEW
B2B and B2C Commerce Solutions
Commerce Cloud delivers intelligent, unified experiences across any channel

8. Connect to your customers seamlessly from acquire to purchase to service
A Complete View Across the Entire Customer Lifecycle
Marketing
Communities
portal and
self-service
Service
Purchase
& Fulfillment
Awareness &
Acquisition
Advocacy
& Retention
B2B and B2C Commerce
CRM & Account
Management

9. B2B Landscape

10. Deliver connected, personalized, fast experiences across B2B and B2C touchpoints
Adapting to the Paradigm Shift
Consumers
Channel
“ We really see every
B2B company and
every B2C company
becoming a B2B2C
company.”
– Marc Benioff,
Chairman and CEO, Salesforce
B2B Company

11. B2B buyers expect the same
mobile and online
experience that they get as
consumers.
New product lines, service
offerings, customer segments,
and changing sales models
require flexible systems.
Companies need to generate
more revenue at a lower cost to
stay competitive.
Customer
Expectations
Evolving Business
models
Squeezed
Margins
B2B Commerce is going through a major shift
Disruption is coming from
new competitors and
substitutes.
Amazon Entering
the Market

12. It’s Similar to What B2C Retail Experienced 10 years ago
Source: CNBC
10 years ago
Companies that embraced commerce flourished while others were left behind
Retail Sales: Online versus Brick and Mortar (in billions)
Source: U.S. Census Bureau; BMO Private Bank Strategy Chart #0820
Internet Retail
Department Stores

13. Common digital commerce pitfalls
But Many B2B Companies are Finding it Difficult to Evolve
No online solution
Home grown
solution
Non-enterprise
solution
Legacy ERP-based
solution
Expensive to manually sell
to every customer; does not
meet modern customer
expectations
Difficult to keep up with
technology updates, security,
governance and scalability
Integrations and enterprise
features require costly
customizations
Difficult to implement and
upgrade; not connected to
CRM data

14. Introducing B2B Commerce
Complete B2B Commerce
Functionality designed for B2B including: account
hierarchies, negotiated pricing, custom catalogs, split
shipments
Seamless Customer Experience
Connected to CRM data for a seamless experience
across marketing, sales, communities and service
Speed in the Cloud
Built natively on the world’s most trusted cloud
platform for fast implementations and updates
Exceptional ecommerce experiences, delivered by the world’s #1 CRM

15. B2B Commerce
Community Cloud
Sales Cloud
Service Cloud
Marketing Cloud
Improving Customer Engagement through a Flexible
Digital Channel
Customers asked for self-service and easy
reordering processes across devices
Wanted to increase delivery gross profit per order
and grow online revenue
Needed a more complete view of the customer
across departments to understand their needs
Deployed a storefront, MyUnivar, in 8 weeks with
Salesforce Community Cloud & B2B Commerce
MyUnivar gives customers the ability to view their order
status & history, invoices & quotes, & easy 2-click
reordering
Improved order accuracy by minimizing human errors
from phone/fax orders – and streamlined the
purchasing license renewal processes
Gain deeper customer insights to provide a more
genuine and personalized customer experience
Challenge Solution
“It’s our goal to be the #1 destination for digital
content and commerce in our space. Salesforce
helps us reach that goal, and in the process,
increase customer value.”
Ian Gresham, Chief Marketing Officer
8 week
implementation

16. Complete B2B Commerce Functionality
Large
Purchases
Simple
Reorders
Multiple Payment
Types
Negotiated
Pricing
Extend CRM
Order thousands of
SKUs at a time
Product entitlements,
contract, segment pricing
Purchase Order, ACH,
Contract, Credit Card
Quick order, templates,
2-click reorders
Access past orders, open
carts, service cases

17. Gain a 360-degree View of the Customer
Single view of the customer, including
opportunities, cases and commerce detail
Comprehensive reporting and dashboards
Sales reps shift from order takers to trusted
advisors
Improve sales efficiency and the customer experience

18. Fast implementations lead to high ROI
Launch first to support wholesalers and
distributors
Extend into new markets and
geographies, beginning with spare parts
and warranty business
Generate ROI quickly and iterate based on customer feedback
Deploy Faster in the Cloud

19. Demo