Post on 20-Aug-2015
Transformational Customer Service for the Social, Mobile Era
Paul ApplebyEVP, Service Cloud
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 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-K for our 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.
*30% revenue growth year-over-year in constant currency.
30%+ Growth Driven by Customer Success
$893MQ1 Revenue
1%
Time Equity Product
500,000+Hours Service
18,000Non-profit
organizations
$50 M+Grants
Third Wave of Computing: “Internet of Things”
1,000s 1,000,000s
Mainframe
Server
Cloud
1,000,000,000s
Terminal Client
Devices
Products
SNA
LAN/WAN
LTE
Your Friends
Your Schedule
Your BankYour Car
Your Company
Your Concierge
Your Activity
Your Files
Your Camera
Your News
Your Bookstore
Your Map
Your Notes
Your Wallet
Your Music
Your Utilities* Source : Qualcomm, IBM
Every ConsumerIs Now A Customer.
5 Billion Smartphones
How Do You Connect with Customers When They Are Everywhere?
Email Apps Social Web SMS StoreProducts TV
A Customer Company is...
Social
Open
1:1
Cloud
Mobile
Dr. Catriona Wallace
Larry RobinsonVice President, Product ManagementService Cloud
The Evolution of Customer Service
100x1x 1,000x10x
1980s
Phone
TodayMobile1990s
Multi-Channel
2000sSocial
Your Customers Are More Mobile Than Ever
Tablets
Smartphone
s
Laptops
Desktop
1.8 BillionMobile Devices by 2014
Source: IDC, Gartner company filings, salesforce.com estimates.
20062010
2014E
2007 2008 20092011 2012 2013E
Conversations Are Exploding
340 million tweets/day
2.7 billionFacebook posts/day
Billionsof blogs &
communities
Unfortunately, Most Companies Not Responding
Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter”
Twitter Complaints Not Answered
71%
Facebook Brand Posts Not Answered
95% 88 percent of people unlikely
to buy from brands that ignore their complaints
online.
“ “
Surveys Confirm CSAT Is More Important Than Ever
Source: “The Future of Customer Service.” Forrester Consulting commissioned by salesforce.com, July 2012.
VP Customer Service
CMOCIO 92
%64%
52%
43%
40%
Customer Satisfaction
First Contact Resolution
Average Speed of Answer
Service Level Adherence
Agent Handle Time
Legacy Software is Disconnected from CustomersYour customers are social
and mobile……. …but legacy software isn’t
Deliver Amazing Service Everywhere
AgentConsole
KnowledgeBase Analytics
AgentCollaboratio
n
Social ChatterMobile
MobileChat
Service Cloud
Communities
MobileCo-
Browsing
Salesforce Platform
The Service Cloud for Small Business
Simple ∙ Social ∙ Mobile
Salesforce Platform
SocialSupport
BusinessInsights
MobileAccess
SimpleSetup
CaseManagement
Self-Service
Market Leaders
Market Leadership Product LeadershipCustomer
LeadershipLeader Customer
Engagement CenterLeader Social CRM
Leader Customer Service
Champion Customer Service Management
Market Leader
#1 Case Management#1 Web Support
Helping Customers Succeed Across All Metrics
+37%
Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
Decrease in Support Costs
+35% Agent
Productivity
+40% +41%
CustomerRetention
+34%First Call
Resolution
Increased customer
satisfaction
Paul BaptistLead Sales Engineer
Micah JoelPrincipal Sales Engineer
Paul ApplebyEVP, Service Cloud
Kate LeightonDirector, Customer Service
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Copyright 2013 Duarte Inc. Confidential.
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