Keith Schlaht Global Industry Leader, Consumer Goods

FastandFurious:Crea/ngAgilityforCPGinaWorldofConstantChange

John Kelleher RVP, Enterprise Sales CPG UK

Jeremy Pritchard CPG Industry Solution Engineer

Forward-looking Statements

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 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.

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The 4th Industrial Revolution World Economic Forum

1. Customer Expectations

2. Product Enhancements

3. Collaboration

4. Innovation

Disrupting the Value Chain

A Complete Platform for Customer Success

Customer Success Services

Customer Success Platform

Complete CRM

Developer Success Platform

5.5 million apps

Force.com

Heroku Enterprise

AppExchange

Shield

Trailhead Wave

Thunder

Lightning

Apps Analytics

Community Marketing

Service IoT Sales

Success Community 2 million members

MVPs / Events / Community

Salesforce Success Services

Success Ecosystem

SI’s / ISV’s AppExchange

Customer Success Managers Ignite / Program Architects

Multitenant Cloud

The Salesforce Customer Success Platform for CPG

B2C Omnichannel Engagement & Service

B2B Real-time Collaboration

Operations Back-office Agility

Employees Supercharge Your Team

Multitenant Cloud World’s most trusted

Customer Success Platform World’s #1 CRM

Consumer Packaged Goods Solutions

Legacy IT Systems ERP | TPM | Logistics | EDW | Demand Planning | HR

Key Account Management

Field Sales Management

Route to Market

Consumer Marketing

Marketing Process

Innovation

Employee Engagement

HR Process

Employee Productivity

Plan to Forecast

Source to Pay

Make to Deliver

Source to Cash

System of Engagement across Your Entire Business

Customer Success Platform for Consumer Goods Cloud Mobile Social Data Science IoT

B2B B2C Operations Employees

Salesforce Capabilities for B2B

Integration Business Planning

Trade Promotion Management

Trade Analytics

Customer Service

Visit Planning

Merchandising

Direct Store Delivery

Trade Marketing

Channel Mgt

Plans & Targets

DMS*

Insights

Key Account Management

Field Sales Management / Retail Execution Route to Market

System of Record examples: SAP / Oracle / JDE / Legacy

Salesforce Capabilities for B2C

Marketing Automation

1 to 1 Journeys

Consumer Insights

Oni-Channel Service

Agency Management

Asset Centralisation (BET)

Marketing Workflow

Innovation Management

NPD / I

Idea and Insight Mgt

PLM

Consumer Marketing/Engagement Marketing Process Innovation

System of Record examples: Teradata, Adobe,

Salesforce Capabilities for Operations

Demand Planning

Supply Planning

Business Management

Financial Forecasting

Master Data Changes

Invoice Processing

Policies & Controls

Travel & Expense

Quality Management

Logistics

Plan to Forecast Source to Pay Make to Deliver

System of Record examples: SAP / Oracle / MS Excel

Master Data Changes

Cabinet Management

Claims Management

Customer Billing

Order to Cash

Salesforce Capabilities for Employees

Intranets

Personalised Comms

Apps

Gamification

Joiners, Movers, Leavers

Performance Mgt

Learning & Development

HR Helpdesk

Employee Engagement HR Processes

System of Record examples: Workday / Sharepoint / Remedy / Cornerstone / Peoplesoft

IT Helpdesk

Social Collaboration

Apps

Productivity Tools

Employee Productivity

Key Account Management

Field Sales Management

Route to Market

Consumer Marketing

Marketing Process

Innovation

Employee Engagement

HR Process

Employee Productivity

Plan to Forecast

Source to Pay

Make to Deliver

Source to Cash

System of Engagement across Your Entire Business

Customer Success Platform for Consumer Goods Cloud Mobile Social Data Science IoT

B2B B2C Operations Employees

Daniel Category VP

John Marketing Manager

Steve Sales Rep

Rachel Consumer

Let’s see as he explores company data with Salesforce Analytics

Meet Daniel Daniel is a Category VP for CoCo Planet.

He’s a big fan of digital and pushes initiatives that touch his consumers and drive the business.

Let’s see as he gets Daniel’s post and acts on it to create an App

Meet John John is a Marketing Manager for CoCo

Planet. He smiles a lot, especially when he’s engaging consumers.

Meet Rachel Rachel’s passionate about Health and Wellbeing. She loves to travel and is keen on sustainability

Let’s see as she uses the App and learns more about CoCo Planet’s products

Meet Steve Steve’s a great guy! He is a Sales Rep for

CoCo Planet. His customers’ success is his success and he works hard to achieve it.

Let’s see how as he visits a store and has all the information at his fingertips

Daniel Category VP

John Marketing Manager

Steve Sales Rep

Rachel Consumer

IntelligencedrivenBrandInsight

Expedi/ngCampaignCrea/onwithapps

EngageconsumerswithBrandPurpose

ConnectedSalesandDistribu/on

Businessempoweredtointerrogateandcollaboratewithsalesandconsumerdata

Digi/singtheprocessofcampaigncrea/onacross

valuechain

Mobilefoodtraceabilitycampaignenabledby

personalisedviewofconsumer

B2BsalesandDistribu/onintegratedintosinglenetworktoinformcustomeroflatest

insight

Customer Q&A

B2B B2C Operations Employees

Tom Madden Apps Lead,

Employee Technology

Unilever

Sabine Vanin Senior Manager

CRM and Digital Analytics

Sony Computer Entertainment

Jo McCann IT Director,

Global Marketing

Unilever

Our Story •  In 2011 Sony PlayStation’s vision was to deliver

personalised and engaging experiences leveraging the vast amount of customer data available to us since the launch of PS3 and the PS Network.

•  We found the right partner in Salesforce Marketing Cloud. •  Our initial focus was the email channel and we had two

objectives: 1.  Improve relevancy leveraging our data 2.  Increase agility and speed of our communication

How did we do that?

Automation Studio

Autom

ations

3

170

Step 1: Roll Out Audience Builder Step 2: Set up automations in house

40% increase in Open Rates in 1st year

Produc/onEfficiencies

Mobile Optimised Flexi Template

Bespoke Email Build

Campaigns a month 8 100

Best turn around time (days) 35 0.5

Step 3: Develop a bespoke mobile optimised dynamic template

60% Reduction In average

Production time

How did we do that?

Multi Channel Vision •  Now our vision is to deliver personalised, seamless and

consistent experiences multi channel relying on consistent data. •  This is what our player expect from us. •  Salesforce are supporting us in this next step of our journey with

Journey Builder across email, custom audiences and notifications on console, ie messages to players on the PS4, where they play.

•  With Journey Builder it will be easier for us to test, learn and optimise the journey.

•  With Journey Builder and our next gen dynamic templates, we believe we will be able to deliver true 1-2-1 customer journeys.

Customer Q&A

B2B B2C Operations Employees

Tom Madden Apps Lead,

Employee Technology

Unilever

Sabine Vanin Senior Manager

CRM and Digital Analytics

Sony Computer Entertainment

Jo McCann IT Director,

Global Marketing

Unilever

Brilliant Brand Execution

Salesforce Service Cloud

Enabling Innovation

Salesforce App Platform in Unilever

My Approvals Ideas Agent News Workplace Everyday

Actions

Unilever Homepage - Office 365 + Salesforce

John Kelleher, RVP Consumer Goods UK jkelleher@salesforce.com Mob: +44 (0)7748 931490