Opening Keynote - Customer Success in the Fourth Industrial Revolution
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Transcript of Opening Keynote - Customer Success in the Fourth Industrial Revolution
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.
We Are All
Trailblazers:
Richard McGuinness
Customer Success in
the Fourth Industrial
Revolution
Rhea SyLead Developer, 21st Century Fox
Uy UtCIO
Accel Partners
The Fourth Industrial Revolution
2nd Industrial Revolution
Electricity1st Industrial Revolution
Steam
3rd Industrial Revolution
Computing
4th Industrial Revolution
Intelligence
1700’s 1800’s 1990’s Today
Online
Always-on
Smart
Online
Always-on
Smart
Every Customer Is Connected
Source: "State of the Connected Customer," Salesforce Research, October 2016
Customer CrisisThe Fourth Industrial Revolutionis creating a customer divide
59%
Companies lack Fourth Industrial Revolution
capabilities
YourCustomer
YourCompany
Source: World Economic Forum
GlobalShapers
CustomerInnovators
TechnologyDisruptors
TrailblazersDrive customer success in the Fourth Industrial Revolution
Doing Well and Doing Good
* High end of Salesforce FY2018 revenue guidance provided May 18, 2017. "Revenue for Salesforce's full fiscal year 2018 is
projected to be in the range of $10.25 billion to $10.40 billion.
10.4BFY18 guidance*
$
$5.4B
FY15
$4.1B
FY14
$3.1B
FY13
$6.7B
FY16
$2.3B
FY12
$1.7B
FY11
$8.4B
FY17
#1 World’s Most
Innovative Companies
#1 Best Places to Work,
San Francisco Bay Area
Best Places to Workfor LGBT Equality
*High end of Salesforce FY2018 revenue guidance provided August 22, 2017. "Revenue for Salesforce's full fiscal year 2018 is projected to be in the range of $10.30 billion to $10.40 billion.”
#1 The World’s Best Workplaces, 2017
#1 Workplace for Giving Back
#1 Top 50 Companies that Care
Best Places to Work for Women
#1 The Future 50
Our Core ValuesIn the business of makingthe world a better place
“Only a life lived for othersis a life worthwhile.” - Albert Einstein
Putting Our Values into Action1-1-1 model
2.3M+VolunteerHours Grants$168M+ 32K+
Nonprofits& Education
1% Time 1% Equity 1% Product
3,000+ Companies Have Pledged 1%Business is the greatest platform for change
pledge1percent.org
TrailblazersDrive customer success in the Fourth Industrial Revolution
GlobalShapers
CustomerInnovators
TechnologyDisruptors
Salesforce. #1 in CRMWorldwide CRM applications 2016 market share by IDC
Source: IDC Worldwide Semiannual Software Tracker, April 2017
2012 2013 2014 2015 2016
9.4%
7.2%
18.1%
Salesforce. #1 in SalesWorldwide sales applications 2016 market share by IDC
Source: IDC Worldwide Semiannual Software Tracker, April 2017. Please note that Sales Applications refer to an IDC-defined functional market within the broader CRM Applications market.
2012 2013 2014 2015 2016
15.3%
14.5%
3.7%
34.2%
3.6%
Salesforce. #1 in ServiceWorldwide customer service applications 2016 market share by IDC
Source: IDC Worldwide Semiannual Software Tracker, April 2017. Please note that Customer Service Applications refer to an IDC-defined functional market within the broader CRM Applications market.
2012 2013 2014 2015 2016
13.4%
10.4%
33.7%
Salesforce. #1 in MarketingWorldwide marketing applications 2016 market share by IDC
Source: IDC Worldwide Semiannual Software Tracker, April 2017. Please note that Marketing Applications refer to an IDC-defined functional market within the broader CRM Applications market.
2012 2013 2014 2015 2016
8%
9.8%
9.9%
Based on total software revenue in corresponding year after applicable company formation.* High end of Salesforce FY2018 revenue guidance provided August 22, 2017. "Revenue for Salesforce's full fiscal year 2018 is projected to be in the range of $10.30 billion to $10.40 billion.”
Fastest Growing Top 5 Enterprise Software Company, Ever
$4.6B
$4.2B
$0.4B
10.4BFY18 guidance*
$
11 13 15 17 19Years Since Company Founded
Trust at ScaleTotal annual transactions on Salesforce
2013 2014 2015 2016 2017
Source: Salesforce, November 2017
354B
560B
948B
1.3T
1.7TAnnual transactions
24 Hours in The Life of Salesforce
260Msocial posts
600Me-commerce
page views
3.4Morders
475MEinstein
predictions
5Mcases logged
2.1Mleads created
3M
opportunities
created
33.7Mcase
interactions
40Mreports and
dashboards
1.4Bemails sent
24 hours
B2C
Scale
B2B
Scale
Source: Salesforce November 2017
Customer Success Platformfor the Fourth Industrial Revolution
#1B2C & B2B Platform
EINSTEIN
Stephanie HerreraCo-Founder, PepUp Tech
COMMUNITIES
COLLABORATION
MARKETING
SERVICE SALES
INDUSTRIES
COMMERCE
TRAILHEAD
LIGHTNING ANALYTICS
APPEXCHANGE
HEROKUIOT
SALESFORCE PLATFORM
EINSTEIN