Dynamics Day 201: Keynote - Delivering Amazing Customer Experiences
Keynote: Welcome to the Age of the Customer
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Transcript of Keynote: Welcome to the Age of the Customer
Opening Film
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Welcome to the
Age of the Customer
Hrvoje Supic Sales Executive Eastern
Europe, Russia/CIS
@hsupic
Forward-Looking Statements
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 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.
Salesforce: 4th Largest Enterprise Software Company in the World This Year
2011 • 2012 2013 • 2014
2015
Most innovative
companies in the world
4th largest software company based on analyst consensus revenue for FY2017. Salesforce fiscal 2017 guidance provided November 18, 2015: "revenue for the company's full fiscal year 2017 is projected to be approximately $8.0B to $8.1B.”
employees
FY17 revenue guidance
$8.32B
24K
2013 • 2014 2015 • 2016
2008 • 2009 • 2010 2011 • 2012 • 2013 2014 • 2015 • 2016
New Technology Model
Multitenant cloud computing Innovation. Not Infrastructure
Scalable metadata platform Adapt to your unique business
Most trusted enterprise cloud Security | Availability | Performance
faster time to market
+70%
New Business Model
Subscription pricing
Customer Success Group
Broad ecosystem and community
Focused on Customer Success
increase in customer revenue growth
+37%
pledge1percent.org
1.4M+ Service hours1% Time
$120M+ Grants1% Equity
28K+ Nonprofit organizations
1% Product$250M Donated
product
New Philanthropic Model1-1-1 Model
780+ CompaniesPledge 1%
Aleš KozákDirector
“Nothing is more important than the trust and success of every customer.” - Keith Block
Vice Chairman, President & COO
“Our cloud platform and rapid release cycle inspires innovation for every sized business.” - Parker Harris
Co-Founder
“Our Customer Success Platform accelerates growth for every customer.” - Alex Dayon
President & Chief Product Officer
“The business of business is to improve the state of the world.” - Marc Benioff
Chairman & CEO
Our Core Values
IoT
DataScience
Social
Mobile
Cloud
Billionsof connected things
Trillionsof customer interactions
MillionsThousands
The Age of the CustomerEverything and everyone is connected
LAN/WAN
Client
Server
SNA
Mainframe
Terminal
Connect to Your Customers in a Whole New Way
Apps & ProductsConnected
faster case resolution
66%
EmployeesConnected
PartnersConnected
CommunitiesConnected
Run Your Business From Your Phone
smartphones by 2020
6B+
Build 1-to-1 Customer Journeys
of world’s data created in last
12 months
90%
Everyone and Every Thing is SmarterGet smarter about your customers
Your company Your customers
The Customer Gap
of customer data has been analyzed
1< % 77%of customers are not engaged with companies
Become a Customer Company
IoTIoT
Connect to your customers in a whole new way.
Run your business from your phone.
Build 1-to-1 customer journeys.
Get smarter about your customers.
IoTIoT
Global CRM Leader
App Cloud
Community Cloud
Marketing Cloud
Service Cloud
SalesCloud
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.The Gartner documents are available upon request from Salesforce.
A Magic Quadrant Leader for Sales Force AutomationGartner, "Magic Quadrant for Sales Force Automation," Rob DeSisto, Tad Travis, 7/9/15
#1 Marketshare in Sales Automation Applications, 2014IDC's Worldwide Semiannual Software Tracker, June 2015
7 industry-leading apps 1 platform
#1 Marketshare in Customer Service Applications, 2014
A Magic Quadrant Leader for the CRM Customer Engagement CenterGartner, "Magic Quadrant for the CRM Engagement Center," Michael Maoz, Jim Davies, 4/27/15
IDC's Worldwide Semiannual Software Tracker, June 2015
A Magic Quadrant Leader in Horizontal PortalsGartner, "Magic Quadrant for Horizontal Portals," Jim Murphy, Gene Phifer, Gavin Tay, 9/11/15
A Magic Quadrant Leader for Enterprise Application Platform as a ServiceGartner, "Magic Quadrant for Enterprise Application Platform as a Service, Worldwide" Natis, et al. 3/24/15
A Magic Quadrant Leader for Digital Marketing HubsGartner, "Magic Quadrant for Digital Marketing Hubs," Andrew Frank et al., 1/5/16
Customer Success Platform in Action
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
increase in revenue
+ 37% + 47% increase in agent productivity
increase in marketing ROI
+ 43%
increase in customer satisfaction
+ 45%
+ 55% faster deployment
+ 48% faster decision making
Erik StranavaHead of CRM
Olivier ElbazVice President
Connected World, Disconnected ExperiencesFragmented user
experiencesMultiple development
environmentsDisconnected
apps
Lightning: One Platform, One Experience.
Experience • Builder • Ecosystem
Connect to your customers in a whole new way
Run your business from your phone
Build 1-to-1 customer journeys
Get smarter about your customers
Film
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Sell the way you want Lightning Platform & Ecosystem
Sell faster Salesforce SteelBrick & Microsoft Integrations
Sell smarter SalesforceIQ & Sales Wave Analytics
Sell from anywhere Salesforce1 Mobile App
#1 Sales applicationSales Cloud Lightning
Ami Palan Partner
revenue increase
+37%
Salesforce SteelBrick CPQQuote-to-Cash with Lightning Experience
Accurate sales quotes Create customer-friendly sales quotes easily
Faster branded proposals Build custom templates to match your business
Automated quote-to-cash process Streamline the journey from lead to revenue
NEW
faster quotes
+80%
Introducing:
Connect any data to every user Wave Platform
Get answers, faster Sales Wave & Service Wave Apps
Take action, instantly Wave Actions in Salesforce
Make decisions from anywhere Wave Mobile
Leading analytics platformAnalytics Cloud
Brook Colangelo EVP & CTO
+48%faster decision making
Fast development for everyone Lightning App Builder & Process Builder
Modern developer experience Heroku Enterprise & Lightning Design System
#1 enterprise ecosystem AppExchange & Lightning Components
Trusted, scalable & connected Salesforce Shield, Connect & Thunder
App Cloud Lightning
Paul Daugherty CTO
#1 Cloud app dev platform
+55%faster deployment
Francis ClausonPrincipal Solution Engineer
Demo
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• Thank you • Lets start on the mobile device using Salesforce WAVE • Look at our pipeline – WATERFALL CHART • Week, Quarter, Year • Lets drill into Quarter • Let me explain the view – pipleline • What has dropped out • CP Health – lets post to the group • Snapshot and draw on chart
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• Now I want to look at my Inbox – SALESFORCE INBOX • Laura email asking for meeting • TEMPLATE & time slots • Connected to Salesforce1 • Lets look at the Op • Lets mark the stage complete – Qualification -> Needs
Analysis • Related shows all the details • FEED - see the post we made earlier – see colleagues
offering advice
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• But we also need Off Line • I can then further work on the Op progressing it to
NEGOTIATION • Lets move to my Desktop • List view of Ops • But we can also use the Kanban (CAN BAN) • Drag one between stages • See the TASKS OUTSTANDING – lets take a look
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• SALES PATH • Coaching on the step • We can also see the activity history so at a quick glance we
can see what has been happening
• WE MOVE FROM • WAVE -> INBOX -> SALESFORCE 1 -> DESKTOP • A single platform to allow you to serve your customers in a
whole new way
• MOVE TO APP BUILD
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• Salesforce in a Platform • We can quickly build an deploy apps • Here we are inside lighting app builder • Lets make screen tablet / ipad size • Lets drag and drop the components • SAVE and ACTIVATE
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• Lets move to the Sales rep on the move • He creates a quote • CLICK ON STEELBRICK • But we see warnings that further approval is needed • Manager is on his IWatch – sees need for approval • Approves & the details all change to green • And we generate a quote which we send out to our
customer • SALESFORCE is a PLATFORM for APP building Quickly and
Simply • PASS BACK TO KATARINA
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Roman KubálekSales Director
Connect to your customers in a whole new way
Run your business from your phone
Build 1-to-1 customer journeys
Get smarter about your customers
Film
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#1 Customer service applicationService Cloud Lightning
Connected service Lightning Platform & Ecosystem
Faster service Lightning Service Console & Omni-Channel Support
Smarter service Service Wave Analytics
Personalized service Service for Apps with SOS & Field Service Lightning
-30%field service costs
Jodi Truss Manager, Subscriber Relationship Marketing
Connect your entire workforce Tools for agents, dispatchers & mobile employees
Smart Scheduling & dispatch Automate scheduling based on skills, availability, and location
Manage work in real-time Update work orders, change requests, and job status, on any device
Introducing:
Field Service Lightning NEW
Now available
+48%faster case resolution
Carlson Choi VP, Digital Initiatives
#1 Marketing applicationMarketing Cloud
1 to 1 customer journeys Journey Builder
All channels & devices Email, mobile, social, ads, web & IoT
Predictive marketing Predictive journeys
Connected CRM Customer experiences across marketing, sales, service & apps
+43%marketing ROI
Luciana Chamerlain Manager, Online Commerce Digital Marketing
Connect to business process Platform for embedded files, records & data
Connect faster Lightning Community Builder &Community Templates
Connect smarter Personalized content & recommendations
Connect everywhere Rich, branded mobile experience
#1 Community platformCommunity Cloud
+45%customer retention
Demo
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• THANK YOU • Lets look at how MATTLE uses marketing cloud • PURCHASE – JOURNEY BUILDER – DOWNLOAD – PLAY • Purchase – ASTON MARTIN • Email with App instructions • Download App • Marketing cloud – Email - > Mobile – Social – Advertising –
Web • Journey Maps
• Life cycle – Aquire – Oboard – Engage – Support • Campaigns – times of year
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• ON-BOARD Journey • Specifically the DOWN LOAD MOBILE APP Interaction
• Left side – builder components • Lets look at the trigger event for Purchase which we have
just seen • Download Email template – lets take a look • Call to action – which was to down load • Power of Journey builder to wait and see if they download • For those who don’t down load we can do A-B-C random
split testing to • SMS – email • We can see which Channel performs best & optimize
accordingly
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• Back to ONBOARD journey • My favourite interaction CONNET MY CAR • Lets add a PUSH notification • Its says “DON NOT FORGET TO SCAN THE QR” • Add Push scan QR code • Lets got back to the phone • We have a notification lock screen • Lets start to play the game • First we scan the code – and off we go • PURCHASE – JOURNEY BUILDER – DOWNLOAD – PLAY
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Agenda08:00 Registrace & Cloud Expo
09:30 Keynote: Get Ready for a New Kind of Customer Success
11:00 Coffee Break
11:30Sales Cloud nám umožňuje obsluhovat zákazníky
na iPADu3 Practical Ways to Successfully Implement
Salesforce - Bluewolf
12:15 Objevte Pardot: Povzbuďte prodej díky inteligentnímu BT2 marketingu
12:45 Oběd a Networking
14:00Service Cloud - jak pečovat o zákazníky v digitální
éře10 Salesforce.com Implementation Best Practices
& more from our PwC Experience
14:45Marketing Cloud - chystáme se invovovat digitální
marketing Od UX až po integraci a bezpečnost. Nechte se CGI
provést implementací Salesforce
15:30 Coffee Break
15:45Na Salesforce App Cloud řídíme všechny procesy,
jen ne obchodSprinx Consulting – zákaznické řešení na míru a
doplňky
16:30 Partnerský panel s Bluewolf, PwC a CGI
17:00 Networking recepce - vychutnejte si drink a večeři s týmem Salesforce
thank y u