The document discusses Salesforce's approach to customer success. It outlines resources like Trailhead for self-guided learning, communities for peer support, and services like accelerators and expert guidance. Customer success plans offer standard and premier options with guidance, support, and response times tailored to needs. The key is providing flexible resources at every stage to ensure customers succeed with Salesforce.

1. Success Cloud: Revealing Our Secret for Success
Oslo Innovation Day - November 13, 2018
anilsson@salesforce.com
Adam Nilsson, Customer Success Manager

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 prove 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

3. We Pioneered Customer Success Together
Success
Managers
Advisors
Accelerators
Experience
Design
Intelligent
Customer
Success
2010
2014
2016
2018
1999

4. Your Path to Success with Salesforce Is Unique
Salesforce Success Cloud helps you create a faster path to results
Solve a
Specific Problem
Drive
Productivity
Improve
Operating Model
Create
Competitive Gap
Transform
Your Business

5. Salesforce Is On The Journey With You
You Can Choose How to Engage with Us

6. We Can Guide Customers Every Step of the Journey
With resources, programs and experts to fit their needs
Always on Resources
Trailhead
Trailblazer Community
Help Portal

8. We Can Guide Customers Every Step of the Journey
With resources, programs and experts to fit their needs
Always on Resources
Trailhead
Trailblazer Community
Help Portal
Adoption Services
Accelerators
Interactive Webinars & Events
Circles of Success
Proactive Engagement

9. What are Circles of Success?
• Intimate, roundtable discussions
• Various products, industries, areas of interest
• Interactive, informal & consultative
• Hosted & moderated by topic experts
• Virtually & in-person
• Customers share best practices & network w/ peers
• Increase adoption & solve business challenges

10. We Can Guide Customers Every Step of the Journey
With resources, programs and experts to fit their needs
Always on Resources
Trailhead
Trailblazer Community
Help Portal
Adoption Services
Accelerators
Interactive Webinars & Events
Circles of Success
Proactive Engagement
Advisory Services
Architects
Customer-Centric Design
Innovation & Transformation

11. With Success Plans to Take You Further
Blaze Your Path to Success, Faster
Standard Premier
Guided Journeys
Success Community
Trailhead
Circles of Success
Interactive Webinars
Accelerators
Developer Support
Success Management
Admin Assist
Support
optional upgrade
12/5 Online
2-Day Response
24/7 Phone & Online
1-Hour Critical Response

12. Salesforce in Enterprise Market 2018
Telenor – Salesforce Innovation Day
Eirik Kristiansen, Head of CRM Systems, Telenor Norway, Enterprise Market
+47 90686566
Eirik.kristiansen@telenor.com

13. Telenors CRM System & Governance Model
How do we do it in the Enterprise market?
Digital Care Sales Customer Service Dealers Product & Marketing Acquisitions Telemarketing
1 Strategy – Common CRM Processes - Structure
Channel Managers
Business Managers
Accenture
IT
Goverance team

14. Salesforce at Telenor Enterprise Market today
1 system • 4 optimized applications
Sales Service
Dealer
Portal
OneScreen
OneScreen
for Sales & Service channels
Sales for Business
for entire Sales organization
Partner Community
for collaboration with
dealers
Service for Business
as a Hub for Case and
Service Management
Sales | Sales Support | Partner
Support | Product & Marketing
Customer Service | Tele Sales |
Internal Retail (Consumer Only)
Customer Service | Customer
Interaction with Min Bedrift |
Fusion APIs
Dealers selling on behalf of
Telenor in the enterprise market

15. Diving into our governance model
Telenor – Salesforce Innovation Day
IT Accenture
Busines
s
Collaboratio
n
End users
Local admins/
Super users
Channel
manager
Business
manager
Internal IT
AD/AM
Vendor
Prioritie
s
Change Request Meetings
Funding
Model

16. From Classic to Lightning for Sales
- Low user adoption
- Sales reps considered Salesforce as a reporting tool
- Sales management did not use the CRM system
- Lots of manual tasks for sales conducted in other systems or manually
- Established a line project with key resources from sales to revise the existing sales process
- Dedicated one resource from our team to support sales
- Engaged and committed sales management – one manager responsible to anchor and implement new way of work
- Identified important pain points that could be solved by the CRM system
- Relaunched the revised sales process and implemented Sales Path (guided selling)
- Digitized critical business processes and embedded them into Salesforce
- Sales management started using CRM as single source for sales coaching and follow-up
- Regular meetings with key stakeholders in sales
- Extensive training both online and onsite
Telenor – Salesforce Innovation Day
Challenge
s
Actions
Solutio
n

17. Moving to Lightning significantly improved value
creation
Telenor – Salesforce Innovation Day
+ 25 %

18. Salesforce for Outlook usage:
significantly increased amount of data and data quality
Telenor – Salesforce Innovation Day
Lightning for
sales

19. 75 % of our users are logging in frequently
Telenor – Salesforce Innovation Day
• 75 % of our active users logged in in October
• 68 % of our users have logged in the last 7 days

20. Why did we succeed with the
move from Classic to
Lightning?
• The CRM system became a tool to improve and simplify important
processes for both Sales reps and Sales management
• Business critical processes were put into Salesforce, “forcing” people to
use the system
• Change in top management mindset – from not focusing on Salesforce
to a “If it is not in Salesforce, it doesn’t exist” attitude. Now, there are no
excuses for not using CRM.
• We provided new and improved dashboards
One basic example
Telenor – Salesforce Innovation Day
Weekly reporting was
time consuming and
manual
Fully digitized and not
requiring extra
time/effort – if you use
Salesforce, the report is
generated automatically

21. CSG & Premier Support have been key to our success
• Collaboration with the Customer Success team has been
of vital importance
• Support is just one phone call or email away!
• We run accelerator programs frequently to ensure that we
get the full benefit of our solutions
• When we changed the setup in the team I discussed this a
lot with our Customer Success Manager
• I have specifically asked the Customer Success Manager
to challenge our way of work and the way we have set up
our different solutions and processes
Telenor – Salesforce Innovation Day

22. Key Takeaways
• Invest and build strong competence in a centralized, internal team
• Members of the team have to be Salesforce certified and maintain their certifications
• Nominate super users and local admins across the organization to ensure user
adoption and end user support. Invest time in training and motivate these people.
• The business side is driving the development, but IT architects are crucial to ensure
proper governance
• Ensure you have a well functioning funding model to secure agile development
• Onsite resources have proven to be much more efficient than offshore
Telenor – Salesforce Innovation Day

24. • Slide 25: Navigating help.salesforce.com
• Slide 26: Accelerator Library
• Slide 27: Salesforce Events Calendar
• Slide 28: Trailhead – the fun way to learn Salesforce
Appendix

25. help.salesforce.com

26. Accelerator Library

27. Events Calendar

28. Trailhead