Generate Revenue with a Customer Experience Strategy Webinar Slides

Salesforce.com Webinar Series

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Generate Revenue with a Customer Experience Strategy

Speakers

Chris KirbyHead of Customer

Experience ResearchFifth Quadrant

John WardRegional Director APAC,

Service Cloudsalesforce.com

IT Department

SHould be clear which company each of these speakers are from

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Safe Harbour

Safe harbour 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.

John WardRegional Director APAC, Service CloudSalesforce.com

#1 in Cloud Computing and CRM

#1World’s #1CRM

Cloud Computing

Innovation 2011, 2012, 2013

IT Department

SInce this is an Aussie Audience, should we add in the BRW best places to work distinction? Also, we can move the Gartner logo back here. I spoke to the HQ team and we are all good.

The Evolution of Customer Service

100x1x 1,000x10x

1980sPhone

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 Are 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

Chris KirbyHead of Customer Experience Research, Fifth Quadrant

Customer Experience Defined

The internal response of an individual to

their interactions with an organisation's products, people,

processes, technologies and

environments.

Internal response

includes the thoughts,

feelings, senses,

physical reactions and

emotions experienced

as a result of the

experience.

Customer Experience Is Multi Dimensional

Customer Engagement

Process & technology

Multi-channel

Commun-ication

Products

Service

Value

Consumers agree “If I always received excellent customer service from a

company I would be happy to pay more money for their

products or services”

Consumers agree “When I receive bad customer

service, I actively avoid buying more products or services from that same

company again”

77%37%

Customer Experience Impacts Customer Value And Retention And Therefore Long Term Business Value

Consumers agree “I would actively advise my friends / family to avoid a company if they gave me poor customer

service”

80%

Source: 2013 salesforce.com Customer Experience Study

% consumers using channel more often than

a year ago

• 40% Email

• 37% Web self-service

• 23% Web chat

• 22% Facebook

• 17% CSR

Consumers Are Rapidly Expanding The Range Of Ways They Engage With Organisations


43% using mobile device more often than a year ago

As Customers Bounce Around Channels Expectations For A Seamless Service Are High

Used more than 1 channel

Used 1 channel only

47%53%

78%

Not repeating information

74%

Company combining

info collected from different interactions to

provide seamless service

67%

Company knowing

history across different channels

% Consumer Importance – Top 3Number of channels used for last transaction


Customers Organisations Customer Experience

• Simplicity

• Transparency

• Consistency

• Collaborative

• Generate revenue with a customer experience strategy

• Traditional, product-oriented business models no longer work

• Responsive, customer-driven cultures

• Single, personalised relationship with ALL customers

• Anticipate customer needs

• Identify and solve issues before they affect customer satisfaction

Customer Experience Management Is Now More Complex

Poll

Does your organisation have an

enterprise wide customer

experience strategy?

Yes

No

Don’t Know

Organisations currently have an enterprise-wide

customer experience strategy

Organisations rate their executive team as being supportive

of customer experience strategy

51%53%

Despite The Importance Of Customer Experience Organisations Are Yet To Fully Embrace It…


Have customer experience strategy

Existence of sub strategies within

customer experience strategy

Level of C-Level Support

Australian Organisations Have Been Segmented Based On Their Customer Experience Maturity

Customer Experience Maturity Is Proven To Drive Better Business Performance

10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 110%0

2

4

6

8

10

12

Customer Experience Maturity Index

Imp

act

on

Reven

ue G

en

era

tio

n

Ind

ex


Top 30% customer experience OrganisationsBottom 30% customer experience Organisations

More Mature Customer Experience Organisations Offer A Wider Range Of Contact Methods To Customers…


Web Self-service Web Chat Facebook Mobile Device0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

% implementation by 2018

Top 30% CX Orgs Bottom 30% CX Orgs No CX Strategy

Channels Devices

…And Are Investing More In Social Media, Integrated Customer Management And Web Chat Technology Future Technology Investment

% Top 30% customer experience Strategy Organisations


Social media technology 73%

Integrated customer management 73%

CRM 67%

Web chat 67%

Internal collaboration tools 67%

Mobile device management 67%

Social Media’s Influence

77% consumers have changed their mind about buying a product or service because of

comments/recommendations made on social media


Currently maintain a Facebook channel for

customer service

Of organisations will have some social media

customer service operating by 2018

67%38%

Social Media Investment And Implementation Is Forecast To Grow Significantly


Poll

Which department is most

responsible for the management of

the social media interactions in

your organisation?

1. Marketing

2. Contact Centre

3. IT

4. Don’t know

However There Are Significant Challenges Still To Overcome

63%

Marketing most responsible for social media management – 9% contact

centre

(22% amongst Top 30% customer experience Organisations)23

%Rate themselves as well placed to effectively resource social media

operations

1 2 3 4 5 6

Listening and Monitoring

Community Engagement

Primary Sales Channel

Marketing Platform

Customer Service Channel

Customer Communications

Channel

Social Media Evolution

1 2 3 4 5 6

Listening and Monitoring

Community Engagement

Primary Sales Channel

Marketing Platform

Customer Service Channel

Customer Communications

Channel

Social Media Evolution

Currently operate customer service

via a mobile device

Of organisations will have some

mobile customer service operating

by 2018

82%34%

Mobile Device Implementation Is Set To Expand Rapidly


However There Are Significant Challenges Still To Overcome

38% Agree: “It is easy to use my mobile device to interact with a company”

24%Agree: “It is quicker to use my mobile device to resolve my query than other

channels”

24% “Happy” with experience of using mobile device to resolve queries

Implementation Challenges……

Social media implementation–40% - security/privacy concerns–37% - lack of resources–26% - cost–23% - not having the right technology/ being able integrate with other systems

Mobile device implementation–35% - lack of the right technology–32% - lack of resources–29% - security/privacy concernsSource: 2013 salesforce.com Customer Experience Study

Key Messages

1. Consumers have more channel choice than ever before but expect seamless customer experience

2. Companies that adopt and have a mature customer experience strategy generate more revenue than companies that do not

3. Although companies are investing in social and mobile channels, they are not fully integrated and therefore deliver inconsistent experiences


Legacy Software Is Disconnected From Customers

Your customers are social and mobile……. …but legacy software isn’t

Deliver Amazing Service Everywhere

AgentCollaboration

Motivate & PerformSocial

Transform Your Customer Service with Service Cloud

Delight Your Customers Everywhere Turn Your Agents into Superheroes Help Your Managers Make Informed Decisions

Phone & Email

Communities Agent Console

KnowledgeBase

Analytics MobileWeb Self-service

The Service Cloud For Small Business

Support Your Customers Across Any Channel

Easy to Get Up and Running

Help Your Customers Help Themselves

Market Leaders

Market Leadership Product Leadership Market Leadership

Leader Contact CenterLeader Social CRM

Leader Customer Service

Champion Customer Service Management

Market Leader

#1 Case Management

#1 Web Support

34,000Customers

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

Further Discussion

John Ward Regional Director, Service Cloud [email protected]

Chris Kirby, Head of Customer Experience Research, Fifth [email protected]

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