The Salesforce.com innovation way  Arsenio Otero  VP EMEA Business Operations  @arseotero

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INTRO TO SALESFORCE

Our Mission  Cloud Computing Driver, Catalyst & Evangelist

Today 1960s 1980s

Mainframe Client / Server Enterprise Cloud Computing

No Hardware/Software

Subscription Model

Automatic Upgrades

Constant Innovation

World’s #1 CRM company

World’s most admired software company

World’s most innovative company

Celebrating 15 Years of Customer Success

4TH YEAR IN A ROW! 2011 • 2012 • 2013 • 2014

#1 most admired in software

#7 best company to work for

Growth Driven by Customer Success  Fastest growing top 10 software company

FY08 FY15 FY11

32% $5.4B FY15 Revenue

4TH YEAR IN A ROW!

2011 • 2012 • 2013 • 2014

Salesforce's recipe for

continuous innovation

2 3

6 4 5

1

CUSTOMER OBSESSION

“Listen and Serve Customers”

1

Understand customer needs

Understand customer needs and being part of their solutions

Created New Ways to Collaborate with Customers Directly…

…and we deliver

Growing Big Ears with My Starbucks Idea

Salesforce listen actively Wherever and Whenever…

Publish Engage Service Listen

Mobile, Web, and Command Centers

…and reacts to customers demand

Salesforce announces premium ‘Analytics Edition’ prior to release

Customers argue that the features should be part of core functionality, not sold separately

Salesforce responds and reverses decision to charge

"It's an amazing example of a company listening to their customers and responding quickly,“

Salesforce.com customer Jeremy Farber

 Salesforce Makes Pricing “u-turn” on Spring Release

Reduced first call resolution to 1 hour on twitter

KLM Surprise: Personalized gifts to passengers who Tweet about KLM

KLM Live: Personalized reply made by KLM employees

KLM Delights Customers by Engaging on Twitter and Facebook

Salesforce Customers are Our Strongest Advocates

85% recommend

Salesforce to others

98% will continue to use

Salesforce in the future

Source: Salesforce Global Customer Relationship Surveys conducted biannually, by an independent third-party, Confirmit Inc., on several thousand customers randomly selected.

“Leveraging” Customers

Dinner Events Executive agendas CC1K competitions

30 Spanish customer cases

Customers tells their stories

THINK BIG

“Disruption vision and technology”

2

Our Mission  Cloud Computing Driver, Catalyst & Evangelist

Today 1960s 1980s

Mainframe Client / Server Enterprise Cloud Computing

No Hardware/Software

Subscription Model

Automatic Upgrades

Constant Innovation

Disruptive technology  Multitenant cloud-computing

Rápido Fácil Abierto Flexible Seguro

Sin Hardware Ni Software

Actualizaciones automáticas Escalable

Multidispositivo Portabilidad del

dato

Marketplace de Apps Extensible y Adaptable

Transparente Rendiemiento en

tiempo real

Connect With Your Customers in a Whole New Way

SNA Terminal

Mainframe LAN / WAN

Client

Server

LAN / WAN

Client

Server

LTE

Mobile

Cloud

Thousands customer interactions

connected things Billions Trillions Millions

But Most Companies Disconnected From Customers

Service Agents

Salespeople

Your Company Your Customers

Your Partners

32 % + 40 %

+ 40 % + 39 %

+ 55 %

+ Increase in sales

Customer satisfaction

Marketing ROI Customer

retention

Faster deployment

Connecting With Customers Delivers Success

Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected. Response sizes per question vary.

Average Percentage Improvements Reported by Salesforce Customers

Connect with your customers in a whole new way Become a Customer Company

Sales Service

Marketing

Community Apps

Analytics

SALESFORCE CUSTOMER SUCCESS PLATFORM

Why Isn’t the Car My Friend?

Connecting people, cars, dealerships, and manufacturers in a

social enterprise.

COLLABORATION & ALIGNMENT

“Creating a Focus and Culture for Innovation”

3

How do we create a ‘next generation culture’ as we grow?

Team & Individual Contributors Break the walls down

Identify future leaders & experts

ARSENIO  “What are the things Salesforce does to be the world’s most innovative company?” – we are presenting next week to Innova&accion in Valencia. What examples would you give?

36 ideas in 24 hours from

7 Business Areas

4 Countries

New employee to a President

Only 5 from people I knew

Searchable for the next person that asks

Align the entire company

WHERE DO WE WANT TO BE?

WHAT VALUES ARE IMPORTANT TO US?

HOW WE WILL GET THERE?

WHAT OBSTACLES DO WE NEED TO RECOGNIZE AND OVERCOME?

HOW WILL WE MEASURE SUCCESS?

V2MOM - video

Radical Transparency  Worldwide Management Offsite

What’s Next?: Gamification  Rise and Recognition of the Individual Contributor

CONSTANT REINVENTION

“Reinvention Requires a Beginner’s Mind”

4

Ten Year Computing Cycles  10x more users with each cycle

1960’s Mainframe Computing

1990’s Desktop Cloud

Computing

2000’s Mobile Cloud Computing

2010’s Social Revolution

1970’s Mini Computing

1980’s Client/Server

Computing

Data Management Apps

Business Logic Apps

Process Automation Apps

Web Apps Mobile Apps

Social Apps

Constant Reinvention…

Welcome to Cloud2 (2009)

Welcome to the Social Enterprise (2010)

Become a Customer Company (2011)

Welcome to the Internet of Customers (2012)

Run your Business from your Phone (2013)

The Customer Success Platform (2014)

DRINKING OWN CHAMPAIGN

“Be part of the party”

5

We Run Our Business in the Cloud

Human Capital Management

Customer Service

Sales & Marketing Development Finance Enterprise

Infrastructure Compliance and

Risk

Performance Management Time-off Manager Volunteer Tracking Recruiting Management Kelly Contingent Worker Outsourcing Workday HCM Salary.com Salary Manager ADP payroll

Coupa Procurement Concur T&E Manager Manhattan Lease Management Ruesch Payment Services Oracle eBusiness Suite Financials Sabrix for Tax Hyperion Financial Planning

Sales Cloud Opportunity to Quote Quote to Cash Contract Mgmt Checkout (e-commerce) Conference & Event Mgmnt Google AdWords Click to Dial (CTI) Xactly Sales Comp Skipjack Payment Processing Comergent Configurator

Service Cloud Customer Portal Knowledge Answers Twitter for Service Cloud SLA & Entitlements Appirio Services Management Plateau Learning Management

Chatter Content IT Help Desk IT Assets Live Ops Google Docs Omniture Web Analytics Business Objects OpenCms Web CMS Ping Identity Mgmt Microsoft Exchange Oracle Process Manager Cisco Call Manager

Salesforce Ideas Agile Scrum and Bug Tracking R&D Programs and Resources Quality Assurance Test Automation

Audit Controls Management Patent Applications

Legend Salesforce.com products Built on Force.com SAAS/PAAS Products On Premise Applications

HIGHER LEVEL PURPOSE

“Give back”

6

SALESFORCE FOUNDATION – 1/1/1 video

1-1-1 Model adopted by:

sharethemodel.org

1% 1% 1% Time Equity Product

$68M+ Grants

680K+ Service Hours

23,000+ Nonprofit Organizations

Celebrating 15 Years of Giving Back

Salesforce's recipe for

continuous innovation

2 3

6 4 5

1

CUSTOMER OBSESSION

THINK BIG COLLABORATION & ALIGNMENT

CONSTANT REINVENTION

DRINKING OWN CHAMPAIGN

HIGHER LEVEL PURPOSE

Thank you