This document summarizes a presentation by Peter Coffee on securely sharing information using social tools in enterprises. Coffee discusses how cloud computing can help knowledge workers better share information and how social tools can be integrated securely. He notes that enterprises are moving away from isolated legacy systems towards more collaborative cloud environments that facilitate knowledge sharing. Coffee also outlines how companies can participate in online communities and conversations to better understand customers.
Social Enterprise: Trust; Vision; RevolutionPeter Coffee
Becoming a social enterprise is not a technical evolution, but a business transformation. Technologies enable it, but only a cultural commitment will achieve it. Doing it is not optional, unless going out of business is also considered an OK option.
Learn How to Maximize Your ServiceNow InvestmentStave
Understand how leading companies are adopting an aPaaS strategy
Learn the evolution of ServiceNow's platform capabilities
Assert IT's influence over shadow IT practices
Social Models and Innovation EcosystemsPeter Coffee
Keynote presentation to MIT's conference, "Democratizing Innovation," 23 February 2013 -- by Peter Coffee, VP & Head of Platform Research, salesforce.com inc.
Social Enterprise: Trust; Vision; RevolutionPeter Coffee
Becoming a social enterprise is not a technical evolution, but a business transformation. Technologies enable it, but only a cultural commitment will achieve it. Doing it is not optional, unless going out of business is also considered an OK option.
Learn How to Maximize Your ServiceNow InvestmentStave
Understand how leading companies are adopting an aPaaS strategy
Learn the evolution of ServiceNow's platform capabilities
Assert IT's influence over shadow IT practices
Social Models and Innovation EcosystemsPeter Coffee
Keynote presentation to MIT's conference, "Democratizing Innovation," 23 February 2013 -- by Peter Coffee, VP & Head of Platform Research, salesforce.com inc.
In this eBook, we will uncover the specifics of how a
hybrid cloud solution can transform IT management so
that you can become the leader your business needs.
We will compare traditional and hybrid requirements with
respect to three critical areas: how you’ll govern the
system, the management tools you’ll need, and what
your management opportunities will be.
How More Industries Can Cultivate A Culture of Operational ResilienceDana Gardner
A transcript of a discussion on the many ways that businesses can reach a high level of assured business availability despite varied and persistent threats.
Business Cloud: The State of Play Shifts RapidlyCapgemini
The Cloud has become a set of real practical solutions for organizations today.
From 460 interviews with businesses and IT executives, we explored what the situation is with the users of the Cloud. We outline five key findings and provide recommendations to CIOs to create a successful roadmap to cloud adoption.
From my keynote last week at Defrag exploring how technology innovation in business today is changing dramatically and how we can get ahead of the challenge of consumer technology pouring over the firewall. Probably the most complete articulation of my CoIT thesis yet.
The time has come for a new approach to IT service and support. Employees need a more mobile, social and user-centric experience and IT needs better-integrated tools and automated processes to streamline service delivery. The new IT experience helps people and business do their best work.
In a world of evolving threats, your mobile data is in constant danger. All corporate data used to reside in the data center. Safe and sound behind the corporate firewall. But now, employees have multiple devices—usually a laptop, a tablet, and a smartphone—that they use both inside and outside of the office. Plus often they’re using their own personal devices to access corporate data. And outside the corporate firewall, it’s a wild world. Learn more at wild.druva.com.
See http://www.headshift.com/blog/2010/11/e20-summit-2010-beyond-adoptio.php for the context and a summary of this talk from the E20 Summit in Frankfurt, October 2010
Is your infrastructure holding you back?Gabe Akisanmi
This ebook will help you connect the dots between
today’s biggest business opportunities and the specific
technology required to seize them. You’ll get the facts
you need to identify where current components may
be falling short—and how the right investments in infrastructure
can lead to better business outcomes while
strengthening your role as a strategic consultant within
your organization.
In this eBook, we will uncover the specifics of how a
hybrid cloud solution can transform IT management so
that you can become the leader your business needs.
We will compare traditional and hybrid requirements with
respect to three critical areas: how you’ll govern the
system, the management tools you’ll need, and what
your management opportunities will be.
How More Industries Can Cultivate A Culture of Operational ResilienceDana Gardner
A transcript of a discussion on the many ways that businesses can reach a high level of assured business availability despite varied and persistent threats.
Business Cloud: The State of Play Shifts RapidlyCapgemini
The Cloud has become a set of real practical solutions for organizations today.
From 460 interviews with businesses and IT executives, we explored what the situation is with the users of the Cloud. We outline five key findings and provide recommendations to CIOs to create a successful roadmap to cloud adoption.
From my keynote last week at Defrag exploring how technology innovation in business today is changing dramatically and how we can get ahead of the challenge of consumer technology pouring over the firewall. Probably the most complete articulation of my CoIT thesis yet.
The time has come for a new approach to IT service and support. Employees need a more mobile, social and user-centric experience and IT needs better-integrated tools and automated processes to streamline service delivery. The new IT experience helps people and business do their best work.
In a world of evolving threats, your mobile data is in constant danger. All corporate data used to reside in the data center. Safe and sound behind the corporate firewall. But now, employees have multiple devices—usually a laptop, a tablet, and a smartphone—that they use both inside and outside of the office. Plus often they’re using their own personal devices to access corporate data. And outside the corporate firewall, it’s a wild world. Learn more at wild.druva.com.
See http://www.headshift.com/blog/2010/11/e20-summit-2010-beyond-adoptio.php for the context and a summary of this talk from the E20 Summit in Frankfurt, October 2010
Is your infrastructure holding you back?Gabe Akisanmi
This ebook will help you connect the dots between
today’s biggest business opportunities and the specific
technology required to seize them. You’ll get the facts
you need to identify where current components may
be falling short—and how the right investments in infrastructure
can lead to better business outcomes while
strengthening your role as a strategic consultant within
your organization.
Организация процесса кормления лошадей на конно-спортивной базеSixSigmaOnline
Студенческий 改善
Отчет студентки Северного филиала ФГБОУ ВПО "Российский государственный университет инновационных технологий и предпринимательства" в г. Великий Новгород
Presented to Southern California Software Process Improvement Network, July 2011
As 'the cloud' becomes the mainstream platform for IT innovation, platform architects will combine smart devices, global networks, and application models inspired by Twitter and Facebook to let people do what they do best: to recognize what’s not normal, and either address the problem or pursue the opportunity.
The first decade of cloud computing decisively demonstrated that massively sharable/scalable systems can shrink operating costs and slash development delays, but the era of the Social Enterprise goes farther to turn the cloud model from a perceived challenge into a compelling avenue for IT innovations that need not compromise security or governance.
Peter Coffee at Southland Technology ConferencePeter Coffee
Cloud computing should do much more than merely relocate the current delays, risks, and costs of application development. Peter Coffee, former Technology Editor of eWEEK, explores the status and prospects of the multi-product, multi-vendor cloud, where complementary services offer proven development leverage and enable next-generation business processes.
Peter Coffee joined salesforce.com in January of 2007, after spending 18 years as an analyst and columnist at the enterprise technology journal eWEEK (including time under its former title PC Week). Based near Los Angeles, he works with corporate and commercial application developers to establish an international community of best practices on Force.com: the salesforce.com cloud computing Platform-as-a-Service (PaaS).
The goal of this white paper is to demonstrate why the only successful way to approach a major ecommerce project today is to pursue a rigorous "integration first" strategy, rather than relying on traditional procurement methods. Based on our experience helping hundreds of companies achieve their online commerce goals, we'll also provide you with practical, hands-on advice for managing your project and evaluating software using this approach.
Salesforce for Nonprofits: Turn Big Data into Social ChangeSalesforce.org
Salesforce Analytics Cloud is Analytics for the Rest of Us and leading nonprofits are already showing how big data can help solve the world’s complex problems. Learn how Project 8 is using Analytics Cloud to help ensure that the 8 billion people that will live on this earth in 15 years will have the food, water, and energy they need.
Unleash innovation on the Customer Success PlatformPeter Coffee
It's not about being just an "implementation partner." What the customer wants is a transformation advisor. On an enterprise cloud platform, the tech is part of the service -- which makes more time for more interesting things.
Cloud technology is no longer a new player in the market,
but it’s a mature and integral part of the IT landscape and a
key parameter in driving business growth. It is an
indispensable topic among CXOs. A research by Fraedon has
found that almost half of the banks find their legacy
systems to be the biggest hindrance in their growth.
Replace Your Stale Intranet with a Mobile, Social Employee CommunityDreamforce
Today's organization are hindered by complex organizational structures that make it hard to innovate. CEOs are detached from important issues and ideas that exist on the front lines of the organization. Knowledge and expertise often gets trapped in silos and is underutilized. So how do you harness the power of social and mobile to enable employees to be most engaged and productive? Come hear from AstraZeneca and AECOM who have turned around their organizations with a social, mobile intranet. Watch the video now: https://www.youtube.com/watch?v=PuP2g3N1kAA
Peter Coffee (VP Platform Research at salesforce.com) keynote on harnessing disruption in Mobile, Social, and Big Data technologies using cloud services and predictive tools
Crowdsourced topic rankings at Snowforce 2017 in Salt Lake City drove this one-hour "Top 10" -- from evolving role of CIO, up through AI-leveraged connection, into a culture of innovation. (Peter Coffee, VP for Strategic Research at Salesforce)
Game of Phones - Becoming the Architects of Connection (Midwest Dreamin' Clos...Peter Coffee
Over a span of 30-something years, the CPU speed of a mainstream personal computer has grown by less than a factor of one thousand -- while the connectivity bandwidth that people expect (in workplace, home, and even in mobile activities) has grown 200 times that much. If we called them "(inter)personal connectors," we might be capturing more correctly the role of the "PC" and its descendants in our lives -- but in most organizations, we still treat IT more as a discipline of automation and calculation and archival than as a medium of connection and collaboration. Peter Coffee shares current research and a global perspective on what it means for the Salesforce community to take the lead in repurposing and reculturing the modern era's defining technology.
Inside Out and Upside Down - FOO Camp 2016 - Peter CoffeePeter Coffee
Four "truths" of IT are still true enough to yield ROI by pursuing their further development -- but you'll never realize how much you left on the table by failing to appreciate their transformation in a massively connected world.
Big Data Goes to Work - Liberating Latent Value in a Connected World - P.CoffeePeter Coffee
Material presented to a session of the Mathematical Sciences Colloquium series at University of Montana - Missoula on 7 December 2015: opportunities, challenges, enabling technologies, practices and impacts of "big data" strategies
It's About The Citizen - Changing Needs and Rising ExpectationsPeter Coffee
Presented as keynote to GTEC 2014 in Ottawa, 28 October 2014 by Peter Coffee of Salesforce
A “cloud computing” conversation used to be a plan to cut IT costs and accelerate project schedules. Today, it’s becoming a citizen-driven discussion of improving the visibility, availability and accountability of every institution of modern life — in a world where people have a whole new level of power to discover, share, and collaborate in identifying and confronting challenges as well as pursuing new opportunities. Not merely the execution, but even the basic mission, of government and other organs of society is in the crosshairs. Peter Coffee brings salesforce.com’s global perspective, as thrice-named “World’s Most Innovative Company” (Forbes), to share with theGTEC community and to offer opportunities for action.
Security is too often discussed in terms of what it prevents rather than what it assures. Too much trust in narrowly focused technology, combined with too much fear of the unknown in areas like adoption of the cloud, combine to make many enterprise and other IT systems unnecessarily expensive and inadequately trustworthy.
Connected things are quickly expanding, beyond their traditional scope of industrial plumbing and their recent emergence as lifestyle novelty, to become a global and everyday norm. After the revolution comes the need for sustainable operation: what's involved in assuring that today's Internet of Factories, Internet of Transactions, and emerging Internet of Personal Devices can scale to the demands of billions of people and tens of billions of everythings? Peter Coffee, VP for Strategic Research at salesforce.com inc., examines the challenges and highlights the opportunities for robust and responsible leadership in the world that's taking shape today.
The Rising Floor of Platform - MIT Platform Summit 2014Peter Coffee
If someone thinks that they can create differentiating value by starting at the level of what you sell, at a cost that enables them to sell the result, then you are - to them - a platform. Too much lower, you're plumbing. Above that level, you're a competitor or an irrelevant product. What should a platform provide today, as 24x7 connected people want trustworthy access to data and command of useful function?
New Services, No Silos: The Next 15 YearsPeter Coffee
The cloud is now the mainstream. Congratulations. That means it’s no longer special to be cloudy. What’s needed now is a re-thinking of what IT does. Let legacy IT incumbents relocate the past century’s silos to the past decade’s server farms. The salesforce.com community is already re-inventing business processes, around the informed and elevated expectations of cloud-native collaborative customers and their connected things. Peter Coffee shares a global perspective on present facts, near-term implications, and the opportunities and challenges of continued leadership above the cloud.
Presented as opening keynote at Midwest Dreamin' 2014 in Chicago by Peter Coffee of salesforce.com inc.
How To Thrive In A World of Connected CustomersPeter Coffee
What it means to be customer-centric; how mobile devices, apps and social networks transform behaviors of customers and require new analytics and new commitments from organizations
Looking Back at the Next Ten Years - Fusion Symposium 2024Peter Coffee
In 2024, what will we say we should have seen coming ten years before? Opening keynote to Fusion Symposium in Madison, Wisconsin by Peter Coffee of salesforce.com inc.
Presentation to CleanTech Future Conference II in San Francisco, 4 November 2013, on multi-tenancy's 95% reduction of IT CO2 footprint - versus timid incrementalism of virtual-machine approach
Better, faster and cheaper can be exactly the wrong thing to do when fundamentally different models are enabled and compelled by the revolutions of social connection, mobile connection and big-data discovery. Annual end-of-summer address to joint meeting of L.A. chapters of ACM and AITP, 19 September 2013
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
2. Safe Harbor
Safe 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
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
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, 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, risks associated with 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-Q for the most recent fiscal quarter: this document and others 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 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.
3. Drucker Had It Right
“The typical large organization, twenty years hence, will be
composed largely of specialists who direct and discipline
their own performance through organized feedback from
colleagues and customers.”
“It will be a knowledge-based organization.”
Peter F. Drucker, in The New Realities
…in 1989
4. Barriers to Becoming Knowledge-Based
Complex legacy IT portfolios can make the simplest data
integration an overwhelming task
Cumbersome, brittle integrations demote end users to
information consumers
Path of least resistance
over-emphasizes rear-
view mirror views of
historical data
5. “Why aren’t enterprise apps as easy to use as Amazon.com?”
– Straightforward to discover and evaluate
– Negligible cost of adoption
– Non-disruptive upgrades
– World-class infrastructure robustness and security for all
Myths require busting
– Multi-tenancy does not preclude top-tier security
– Packaged services can still enable deep customization
– Remotely operated systems can integrate with legacy assets
– Individual customers can still accept or defer upgrades at will
These cloud truths are still “new news”
– If you have to buy new hardware, it is not a cloud
– If you have to install, patch, and disruptively update software, it is not a cloud
Cloud Apps Enable Knowledge-Centered Systems
6. Trust Attainment Enables Cloud Adoption
Robust infrastructure security
Rigorous operational security
Granular customer controls
– Role-based privilege sets
– Convenient access control & audit
“Sum of all fears” scrutiny and response
– Multi-tenancy reduces opportunities for error
– The most demanding customer sets the bar
7. It’s hard to add security to a tool that shares by default
It’s possible to add social tools to a proven trust model
Enterprise Clouds Enable Secure Communities
8. What is the organization’s mission?
What information supports that mission?
Where does it originate?
Who holds it?
Who can see it?
What events change it?
When is that important?
How do people know?
How can people act?
The Map to “Securely Social”
9. Social Business Processes
Collaborative
process creation &
maintenance
Best practice
sharing
Integration with
feeds and other
social channels
Social process
monitoring
Steve Wood. Great – I can help
with the case escalation by linking
in the Apple Escalation Process.
New process created: iPad Tier 1
Support Process (Goals: Run
time, 5 min)
Andrew Leigh. I need to create a
new customer service process for
the iPad, can you guys help?
Varadarajan Rajaram. Yes, I
know this product well – there are
a bunch of solutions I can build
into this process.
10. Whose Knowledge Is It, Anyway?
Innovation “goes rogue” when:
– Products are open-source and/or
highly configurable/customizable
– Some users have incentive to innovate
– Some innovators have incentive to share
– Diffusion of innovations is inexpensive
The user conversation will take place
– Users can readily find each other
– Users turn to each other for affirmation
as well as for assistance
– You can host the conversation
11. Are Your Customers Pulling Their Weight?
Ideas has been an unbelievable home run. We are loving
it―the voice of the customer is totally present at Starbucks
in a brand new way, thanks to the Force.com platform.
“
”Chris Bruzzo
CTO, Starbucks
12. The Map to “Securely Social”
Where are key players already having conversations?
What facilities exist for tapping that stream?
What are the cultural norms of that community?
When should you be present?
How should you participate?
Who will represent you?
How will that process scale?
What will you learn?
How will you change?
13. 2009: Social Networking Surpasses Email
Email Users
Social Networking Users
GlobalUsers(MM)
Social Networking Users
Surpass Email Users in 7/09
Source: Morgan Stanley Internet Mobile Report, December 2009
Data is for unique, monthly users of social networking and email usage.
14. The New Conversation
Take the workplace from
Newton to Einstein
– Not a static space defined
by an org chart
– A dynamic space, continually
redefined by relationships
of people and events
Enable a social component
in every Force.com app
– Current apps simply acquire
the new behavior
15. What Should Drive Your New Initiatives?
Goals:
– Collaboration
– Creation
– Knowledge Identification
– Talent Motivation/Retention
Methods
– Knowledge Capture
– Publication/Subscription
– Peer Tagging/Rating
– Social Networking
– Social Metrics
17. www.networkworld.com/news/2008/102908-bechtel.html
“If you take the ideal
world, everything is
done as a service:
computing, storage,
software and
operations.”
“The risk for enterprises
that don't start a SaaS
migration strategy soon
is that their IT
organizational structures
will be a competitive
disadvantage.”
Geir Ramleth
CIO, Bechtel Corp.
18. Cloud Computing Shrinks IT’s Carbon Footprint
On-premise Software
CO2 Emissions
(grams CO2 per transaction)
0.2 0.03
1.35
* “Cloud Computing Emissions Comparison,” Nucleus Research, 2 Sept 2010
Watt-hrs per transaction statistics converted to CO2 / transaction by salesforce.com
using U.S. carbon output ratios computed by region by EPA
19. If we talk about cost reduction, the most I can do for you is cut your
IT spending by 100%. Then we’re done.
If we talk about value creation, I can keep on delivering value with no
upper bound. That’s a much more interesting conversation.
The Cloud’s Lower Cost is Compelling. So What?
If you want cheap IT, go ahead. You won’t
be in business next year. Your competitors
will do projects with attractive ROI, while
you spend less, and you won’t be
competitive in service or performance.
Demand curves slope downwards. Better
apps at lower cost will expand demand and
grow total IT spending. And that’s OK.
20. 1999: Why isn’t all enterprise software like Amazon.com?
2010: Why isn’t all enterprise software like Facebook?
21. True Cloud Storage as a Service
– No one can sell you a hard drive that tells you when your data’s out of date
– In the cloud, your storage can be self-cleaning
True Cloud Customer Support as a Service
– No one can build you a call center that knows everything your customers
know…and everything they’re saying to each other about you
– In the cloud, your service center can embrace and interact with social nets
True Cloud Application Platform as a Service
– No one can give you a local development platform that automatically deploys
your applications onto every new portable device
– In the cloud, apps can acquire new features and support new devices at zero
cost to the developer
Let’s Not Settle for Parity
22. Addressing Data Quality:
A Cloud that Maintains the Cloud
Largest, Most Accurate Database:
22 million+ B2B contacts
Massive, Engaged Community:
1.2 million+ community adds 36,000 new contacts
per day
Real-time Updates:
Community updates 12,000 contacts per day
23. Today’s Contact Centers Can’t Connect with Customers
But customers have moved to Cloud 2:Built for this:
Contact Center
Community Sites
24. Bank of America Joins the Twitter Conversation
Responds in real-time to customer
tweets (average 1,100 tweets per day)
6,000 Twitter followers
Personalized Service: each twitter
agent has a picture and name
Operationalizes Twitter as formal
customer service channel
David Knapp
Customer Service
Bank of America
25. You Don’t Need to Do it Yourself
Cloud partner ecosystems offer broad expertise
Don’t choose the least unsatisfactory service
– Schumacher Group worked with Astadia to transform ER management
– Salesforce CRM + Workday HRIS + Google Apps + GE Centricity…
Orchestrate, optimize, integrate
Customer service is moving quickly to the cloud and
we're helping contact centers take advantage of the
move. Gartner says that by 2013 at least 75% of
customer service organizations will be using a form
of cloud computing, and Astadia plans to be a
strategic leader in adoption for the industry.
“
” Ron Goldman
Service Cloud Director
Astadia
26. Measured Results: Far Superior to Process Migration
2009 IDC Research Report
Savings with Force.com
Staffing 76%-85%
Development Time 76%
Time to Make Changes 75%
Total Cost 54%
27. Qualcomm Opens New Support Channel In One Week
Mark Silber
IT Systems Architect
$11B Chip Manufacturer
20,000 customers (engineers) that require 24/7 support
Deployed first customer portal in 1 week
Retired 40 servers and 11 databases
Reduced IT CRM support costs by 60%
100,000 self-service portal users
28. New Capabilities Added At Will…
…Not When the Capital Budget Allows
Chatter PlatformChatter Platform
Profiles
Check to Enable
Feeds
Status Updates
Groups
Apps
Document Sharing
Social Apps
29. Customers Building Cloud Apps:
5X Faster at Half the Cost
Franchise
Management App
1/3 the cost of .Net
Departmental
Apps
Medical Research
Apps
Added 11 New
Products in 12 Months
Business
Process Apps
Data-Driven
Web Sites
Community Web Site
10 Million Users
Built in 3 Weeks
Replaced 5,000
Notes Seats
5X Faster
1/5 the Cost
Lotus Notes
Replacement
31. Peter Coffee
Head of Platform Research
pcoffee@salesforce.com
facebook.com/peter.coffee
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Editor's Notes
Any purchase decisions customer make should be made based on currently available technology.
Comprehensive reviews, and cost-effective amortization of security costs across multiple tenants enables superior trust at competitive prices
Starbucks is a great example of a very unique challenge that the force.com platform was well suited to address. They wanted to deploy a new web application to allow for seamless collaboration with their millions of customers.
Using the force.com platform they built and deployed mystarbucksideas.com. Mystarbucks ideas makes it easy for starbucks unleash the power of their community. By creating an interactive Ideas forum where customers can vet their best ideas, they have uncovered new opportunities and instilled sense of co-ownership with their most passionate evangelists.
The best ideas bubble to the top as people can post new ideas or vote and comment on existing ideas. Harnessing the wisdom of crowds has never been easier. For IT this was a huge win in delivering truly transformation innovation to the business all with no infrastructure and no software.
In 2009, we witnessed a seminal moment in a shift to social networking. In July, 2009, Social Networking users surpassed email users. And that is AMAZING. What does it mean?
If you go to colleges or high schools, they don’t use email. They look at email as antiquated. They use facebook,twitter, and lots of other social apps. They are logging in multiple times a day.
This is the future and this is the way people expect to communicate with others. This is the new norm for communications and will only get more powerful over time.
Within the organization, there are also social systems that should be channeled toward useful ends instead of becoming pathways to faction and dissent.
At all points in the process, the question should be, not “How do we use this cool technology?” but “How do we solve these long-standing business problems?”
Web 2.0 is not a technical initiative – it should be, instead, a recognition that new technologies are relevant to solving problems in far more interesting ways at far lower cost than ever before.
At all points in the process, the question should be, not “How do we use this cool technology?” but “How do we solve these long-standing business problems?”
Web 2.0 is not a technical initiative – it should be, instead, a recognition that new technologies are relevant to solving problems in far more interesting ways at far lower cost than ever before.
In 1999, we asked a simple question: why isn’t all enterprise software like Amazon.com? I don’t install anything, I don’t upgrade anything, it scales. It was amazing. It was a killer app.
But now, in 2010 we ask a different question: why isn’t all enterprise software like Facebook?
It’s easy. It’s fun. It’s entertaining. It’s informational.
We learn all these things about the people we care about.
What if we could share and collaborate like this within our company? What if you knew about all of your employees, your customers or your systems as well as you new your friends and family on Facebook?
Absent reliable data, CRM would be a definitive case of GIGO. Jigsaw has already proven to be an effective combination of the cloud’s communities and incentives with the enterprise capabilities of CRM; the salesforce.com acquisition takes nothing away from that community, but adds valuable ease of comparison and correction within the salesforce.com application context
Before Salesforce, our customers all had a common problem.
When their customers wanted customer service and an answer to their question, they don’t want to pick up the phone today. Instead, they jump onto Google and type in their question. Or they go to Twitter to reach out to the community for an answer. They are looking for faster ways than sitting on hold on the phone with someone that may not have the right answer.
Unfortunately, yestersday’s call centers don’t work with Google, Twitter, Facebook or community sites. Companies are struggling with how to bridge the gap between their existing call center technology and The Cloud, where their customers are today.
Bank of America is a great example of a company that has joined the Service Cloud. Bank of America recognized a year ago that many of its customers were on Twitter, having conversations about BofA on Twitter. People were asking questions if BofA was better than Chase and how good the interest rates were at BofA. Some customers were complaining and some were just talking about their experiences at BofA.
Using Salesforce for Twitter, BofA joined these conversations in the cloud and brought these tweets into Salesforce so agents could manage and respond to them. Today the company manages over 1,100 tweets per day and has over 6,000 followers. They have had very positive results in being able to quickly resolve customer questions that probably would have been unanswered without Salesforce for Twitter.
Because you don’t have to worry about servers, software stacks, or building a lot of these common application components yourself, you can build apps much faster and less expensively on Force.com.
IDC recently conducted and in-depth, groundbreaking study that found customers were able to build apps about 5 times faster at about half the cost compared to traditional platforms like .NET. IDC interviewed many Force.com customers as the basis for this study and compared what they could do on Force.com vs. other platforms like .net.
You can see the time and cost savings here from the IDC study. Without having to develop and maintain infrastructure and reinvent the wheel and build analytics, mobile, search and other enterprise components, Force.com offers a better way.
Qualcomm, is an $11B developer of advanced wireless technologies and mobile data solutions. They make the chips in most of our mobile phones. Their customers are 10’s of thousands of engineers who use their specs to design mobile phones and related products.
These engineers need access to lots of technical engineering documents and they expect it to be available on the web in real time.
Before salesforce, Qualcomm had over 40 servers and 11 databases that tried to deliver this information to the engineers. It was a mess with no single place for engineers to go and an IT nightmare to manage.
Qualcomm chose the Service Cloud.
It took one person less than a week to customize, brand, and fully deploy the Salesforce Customer Portal, retiring the 40 servers and 11 databases.
Qualcomm also uses the Service Cloud contact center capabilities for case assignment, escalation, and auto response email capabilities.
* Salesforce saved Qualcomm an estimated $100,000 in hardware costs to upgrade existing, out-of-date on-premise solutions.
* The lack of hardware to buy and maintain allowed Qualcomm to reduce required support staff by 60%.
* Qualcomm increased their user adoption over 100%, from 30-40% to over 80%.
Changes are now deployed in minutes, hours and days compared to a 10 to12 week release cycle for the previous on-premise CRM system--and with no system downtime required.
With Force.com, it’s easy to build Cloud 2 apps.
Any app you build on Force.com can immediately take advantage of Chatter for collaboration, with no code required. Just select what applications and data (objects and fields) you want to enable, and updates to them will automatically appear in followers’ feeds, so your users will never again miss important information they need to be successful.
Force.com customers are building 4 different type of custom apps.
First, many customers are looking to migrate from legacy platforms such as lotus notes, to a modern web-based platform. For example, Lawson, the 2nd largest convenience store chain replaced 5000 seats of Lotus Notes, and built a new store development app 5x faster at 1/5 the cost.
Second, customers are also building departmental apps like the franchise management app that Haagen Dazs built for a 1/3 of the cost of .Net.
Third, customers are building public web sites that capture or deliver data such as leads, products, or events. For example, Starbucks built a website to manage volunteering events and pledges in 4 weeks, and it easily scaled to 2M visitors in the first week after their CEO announced the campaign on the Oprah show..
And finally, customers are building all types of apps to manage a range of business processes such as medical research at Genentech. Genentech used their medical research app to add 11 new products in just 12 months.