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Keynote presentation slides from salesforce.com event in Edinburgh on December 13th 2012 at Carlton Hotel-Edinburgh
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Antony Brown & Chris Roberts UK Account Executive Team
BUSINESS IS SOCIAL
Safe Harbor
Safe harbor 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 ended January 31, 2012 and in our quarterly report on Form 10-Q for the most recent fiscal quarter ended
January 31, 2012. 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.
Agenda
14.00 – 14.15 Welcome and Introduction to salesforce.com
14.15 – 15.15 Sales Cloud Introduction & Demonstration
15.15 – 16.00 Guest Speaker: Simon Driscoll, Sales & Contract
Support Manager, Business Stream.
16.00 – 16.15 Coffee break.
16.15 – 17.00 Service Cloud & Marketing Cloud Introduction &
Demonstration
17.00 – 17.30 Guest Speaker: Jo Traquair, Director, Jetcloud Ltd.
17.30 Networking, Drinks & Nibbles.
Our Mission: Cloud Computing Driver, Catalyst and
Evangelist
Mainframe
Today 1960s
Client/Server
1980s
Enterprise Cloud Computing
#1 in Enterprise Cloud Computing
#1 Cloud
Computing
Cloud
CRM
Innovation
2011, 2012
16,000 Non-profit
Organizations
Time Equity Product
% $40
Million+ Grants
350,000+ Hours Service
First Enterprise Cloud Company to Reach $3 Billion Fastest Growing Top 10 Software Company
$3B Revenue
Forecast
FY13
The Social Revolution
1960s Mainframe Computing
1970s Mini
Computing
1980s Client Server
Computing 1990s Cloud
Computing
2000s Mobile
Computing
2010s Social
Revolution
x 10x 100x 1,000x 10,000x 100,000x
Sources: Comscore, Morgan Stanley, Facebook, Twitter, YouTube, LinkedIn, Wikipedia
Social users 4.5 Billion
The Social Revolution
2013E
2007 2008
2009 2010
2011 2012E
2006
1.8 billion mobile devices by 2014
2014E
Tablets
Smartphones
Laptops
Desktop
Social Revolution: Next Generation Devices Changing How We
Access the Web
Source: Gartner Research, Smartphone, Tablet, and PC Forecast, December 2011
Social Revolution: Business is Social
Source: 2012 McKinsey Global Institute Study: “The Social Economy”
2008 2009 2010 2011
2012
Enterprise Adoption of Social Networking
70% Companies
Adopted Social
$1.3 Trillion in value can
be unlocked through
social technologies.
“ ”
Social Revolution: Higher Growth Investment than any
IT Category
Source: 2012 IDC “Worldwide Collaborative Applications 2011-2015 Forecast
Social Networking
SC
M Content
Management Web Conferencing
CR
M
BI ERP Office Project
Management
47% annual growth in spend
for social networking
Social Revolution: Customers Flocking to Social Channels
Fortune 100 Facebook Fan Growth
Fortune 100 Web Traffic Growth 123% growth in social customers
Source: Webtrends, “The Effects of Social Networks on the Mobile Web and Website Traffic”; Google Social Media Analysis Study
Jun 2010 Dec 2010
Jun 2011 Dec 2011
Social Revolution: Customer Conversations Exploding
Sources: Twitter, Visible Technologies
conversations per day
150M
2012 2009 2010 2011
CEOs believe
social will become
one of the top two
ways to engage
customers, mainly
at the expense
of traditional
approaches.
Social
Networking
Sales
Forces
Call
Centers
Websites
Traditional Approaches
Partners
Customer Connections
256%
Growth over 3 years - IBM CEO Study 2012
Social Revolution: For
CEOs, Social at the Top
”
“
IBM 2012 Study of 1,709 CEOs, General
Managers, and Global Business Leaders
For some time, businesses have been refining
and optimizing their networks of suppliers and
partners.
But something just as revolutionary has been
happening—the sudden convergence of the
cloud, social and mobile spheres—connecting
customers, employees and partners in new
ways...
“
”
Connect With Your Customers in a Whole New Way
Connected Products
Connected Customers
Connected Employees
Connected Partners
GE’s Social Story
World’s #1 Sales Application
Close more deals to grow your business
Market Leader
Market Leadership Customer Success Product Leadership
100,000+ Companies Across Every Market
Magic Quadrant Leader
Groundswell Award
#1 SFA Market Share
Highest ROI Technology of the Year
Winner – Sales Force Automation 2012
Winner – Enterprise Suite CRM 2012
Innovative Company
Missed Target
Many Companies Struggle to Make
Sales Targets
Limited Insights
No lead routing
Poor data quality
No social insights
Poor pipeline visibility
No mobile access
Hard to find Information & experts
Time wasted on emails & approvals
Hard to collaborate on deals
Inconsistent selling process
No team selling
Limited automation
Slow ramp-up
Lack of reporting flexibility
No real-time visibility
Too many spreadsheets
No automated forecasting
Not Enough Pipeline
Not Enough Time Selling
Underperforming Reps
Sales Teams Don’t Have Enough
Pipeline
Lack Quality Leads
No lead routing
Poor data quality
No social insights
Poor pipeline visibility
79%
Source: Sirius Decisions
of marketing leads not pursued*
Missing Fields Stale
leads Dropped leads
Wrong phone
number
No email
Old title
Source: Alexander Group
Reps Waste Too Much Time Not Selling
68% of sales reps time spent not selling*
Unproductive Reps
No mobile access
Hard to find information & experts
Time wasted on emails & approvals
Hard to collaborate on deals
Latest Presentation
Product Experts
Contracts
Price Lists DEAL WON
Today’s Systems are Holding you Back
Cloud . Mobile . Social
Manual Processes
Disconnected Systems
Spreadsheets
Grow Your Revenue in the Sales Cloud
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
+27% Sales
Cloud . Mobile . Social
Complete Insight
+44% Improved forecast
accuracy
Increase Sales Productivity
+32% Higher
productivity
Grow Pipeline
+32% Improved lead
conversion
Improve Rep Performance
+25% Higher win
rate
Make Better Decisions with Complete
Visibility
Cloud: Point and Click Reports
Customizable Dashboards
Real-time Data
Mobile: On Any Device
Social: Collaborative Forecasting
+44% Improved Forecast Accuracy
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
Fireclay Tile fires up productivity with
the Sales Cloud and Force.com 400% increase in leads using
Web-to-lead and email automation
15% increase in year over year sales
50% reduction in order fulfillment time
100% increase in order completion
rate through real-time visibility into
production, warehouse and order
fulfillment processes
Improved customer website
Sustainable Ceramic and
Glass Tile Manufacturer
Deliver for Your Employees and Your Business with
Sales Cloud
Demonstration by Grant Wallace, Principal Sales
Engineer, salesforce.com
Guest Speaker: Simon Driscoll
Business Stream. A Scottish Water
Company.
Coffee Break
Antony Brown & Chris Roberts UK Account Executive Team
BUSINESS IS SOCIAL
www.salesforce.com/service
World’s Leading Social Customer
Service App
Building great connections through outstanding service
Social
Profile
Agent
Console
Multi-
Channel Self-Service Communities Analytics Knowledge
Social
Engagement Collaboration
Partner
Service
Award-winning Product Leader
Market Leadership Customer Success Product Leadership
Leader Customer Service
+36% increase in customer satisfaction
+95% increase in customer satisfaction
+28% increase in customer satisfaction
+200% increase in first call resolution
#1 Case Management #1 Web Support
Leader Contact Center Leader Social CRM
Market Leader
Champion Customer Service Management
17,000+ Companies
Unhappy Customers
Difficult to Delight Your Customers
Today
Disconnected systems
Multiple knowledge bases
No support for social
No support for mobile
Multiple service screens
No single knowledge source
Not connected to back-office
No collaboration
No context
Not personalized
Slow, inaccurate answers
Low quality of interaction
Inconsistent Service
Across Channels
Poor Customer
Experiences Low Agent
Productivity
Customers Unhappy with Inconsistent
Service Across Channels
Source: North American Technographics Customer Experience Online Surveys
Inconsistent Service
Disconnected systems
Multiple knowledge bases
No interaction context
No support for social
No support for mobile
92% Companies reported decline in customer satisfaction
Agents
Chat
Portal Facebook
Web
Hard to Be Productive with Outdated
Tools
Avge. Handle Time 54%
Agents must use multiple sources to answer customer inquiries
Unproductive Agents
Multiple service screens
No single knowledge source
Not connected to back-office
No collaboration
No ability to cross-sell
Source: Forrester Study
Service Agent Desktop
Customers Will Leave After a Poor
Service Experience
Frustrating Experiences
Lack of context
Not personalized
Slow, inaccurate answers
Low quality of interaction
Not on channel of choice
86% Customers stop doing business after one negative interaction
Source: Harris Interactive, 2009 Customer Experience Impact Report
Cloud . Mobile . Social
Disconnected
Today’s Systems are Holding You Back
Not Mobile Not Social
Grow Customer Satisfaction with
Service Cloud
+34% Customer
Satisfaction
Cloud . Mobile . Social
Amazing Customer Experiences
+28% Increase in customer
retention
Outstanding Multi-Channel Service
+37% Increase in first
contact resolution
Higher Agent Productivity
+36% Higher agent productivity
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
Superior Experiences Lead to Great
Connections
+28% Increase in customer retention
Cloud: Single customer profile
Proactive service
Integrated self-service & community experience
Customer Feedback
Mobile: Mobile self-service
Social: Social engagement
#1 Video game publisher
Self-service portal, Q&A community, email,
live chat
60,000 cases per month
25% increase in customer satisfaction
Activision Delivers Multi-Channel Customer Service
Build Greater Customer Connections with
Service Cloud
Demonstration by Grant Wallace, Principal Sales
Engineer, salesforce.com
Guest Speaker: Jo Traquair
Director, Jetcloud Ltd.
In Summary
World’s #1 Sales Application
Close more deals to grow your business
Grow Your Business Along Every Major Metric
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party,
MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Customers
+27% Sales
Lead Conversion
+32% Sales
Productivity
+32% Forecast Accuracy
+44%
Close Rate
+25%
Agent Productivity
+36% Decrease in
Support Costs
+36% +37%
Customer Retention
+28% First Call Resolution
Grow Customer Satisfaction Across Every Major Metric
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party,
MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Customers
+34% Customer
Satisfaction
Success Across All Major Metrics
Source: Radian6 Customer Relationship Survey conducted December 2011, by an independent third-party, MarketTools Inc., on 800+ customers randomly
selected.
Improved Brand Marketing
+94%
Improved Competitive Intelligence
+84% +64% Improved
Product R&D
+59% Increased Marketing Campaign
Effectiveness Increased
Social Sales
+44% Decreased Customer
Service Costs
+42%
Business is Social
Employee Social Network
Customer Social Network
CustomerSocial Profile Market Collaborate
Work
Extend Sell
Service
Thank You Linkedin: Antony Brown
LinkedIn: Chris Roberts