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H A W A I I A N T E L C O M U N I V E R S I T Y 2 0 1 6
DIGITALTHE FUTURE OF
G E N E R A L S E S S I O N
3
Welcome to the Age of the CustomerMike CorrVice President, Commercial Sales Southern California & Hawaii
@mikebcorr
Is Your Company Fast/Evolving/Disrupting?How will you stay relevant?
Some Facts:- Businesses that develop innovative products, new distribution channels, and a
strong customer proposition will gain a significant competitive advantage –irrespective of sector.
- Only 71 companies remain today from the original 1955 Fortune 500 list
- Over 40 percent of the companies that were at the top of the Fortune 500 in 2000 were no longer there in 2010
- Businesses that adapt faster to their customer’s needs will own the most market share
…and those that do not adapt?
What is Digital Darwinism? ..it’s when technology and society evolve faster than your ability to adapt
Here’s What Digital Darwinism Looks Like“Oh Yeah, I remember using that all the time!”
Entire Industries Are Being Reinvented With Apps
“Why Software is Eating the World”- Marc
Andreessen
How We Leverage Technology to Transform Our Business
Our Story
2013 • 2014 • 2015 2008 • 2009 • 20102011 • 2012 • 2013
2014 • 2015
2011 • 2012 2013 • 2014
2015
Most innovative companies in
the world
20KFY16 Employees
Salesforce: 4th Largest Enterprise Software Company in the World This Year
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.”
$6.67BFY16 annual revenue
#1 Our Innovation: One Platform Always On Demand3 Seamless, automatic upgrade releases per year
48 Major releases delivered
Automatic UpdatesCustomization & integration
Features sourced by customer community
App Exchange
#2: Our EcoSystem
Transform your business with powerful apps
Use components to easily build apps with clicks, not code
Solutions for every business requirement
Fast and simple access
Apps
2,800+
Installs
3.2M
#3 Our Technology Model:
Fast innovationMultitenant cloud
Rapid customizationScalable metadata platform
Most trusted enterprise cloudSecurity | Availability | Performance
faster time to market
+70%
Equals Customer Success: Our 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
How We Us Technology to Leverage Massive Amounts of Data
Connected Customers Creating Massive Amounts of Data
Increase in Cases initiated by Internet-connected
devices by 2018
250XWorld’s Data
Created in the last 12 months
90%
Source: Gartner, Inc., Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement, Michael Maoz, 11 November 2014
Every day, we create 2.5 quintillion bytes of data
Your company
of customer data has been analyzed
1< % 77 %of customers are not engaged with companies
You Are Not Alone: The Customer GapYour customers
IoT
DataScience
Social
MobileCloud
Proactive Monitoring = TrustPowered by Thunder
Powered by Thunder Real-Time Trigger Action Intuitive UI 1-to-1 Connected to Salesforce
Capture events from any device and app
Build intelligent real-time logic
Engage proactively and 1 to 1
Dashboard& Reporting
Helping Service Providers Provide
View data from across your business on any device
Instantly group and categorize deals
Identify opportunities to drive higher sales
Filter and customize charts and graphs
How Salesforce Delivers New Products and Services
Business Insider: So far Salesforce has been very successful, $6 billion in sales. But how do you get to the size of $50 billion revenue company?
Salesforce Co-Founder Parker Harris: We get there by listening to our customers.
“
”Business Insider, February 16, 2015
How? It’s An Easy Answer…It’s You
• Customers: Engaged
• Process: Transparent
• Priorities: Crowd-Sourced
• Managers: Accountable
Mobile Payments are Already Gaining Traction
Nearly 15% of Starbucks customers already pay with their phones
60% of consumers use their smartphones to pay because of loyalty benefits.
Welcome to The Internet of Citizens: Philly311
Philly 311: Social, Mobile, Data-driven Service over Every Channel• 5th largest city in the US, handling over 1.5 million citizen inquiries per year• 311 mobile app allows citizens to log cases from anywhere, attach photos & geo-tags, follow reported issues• Communities for collaboration with partners & between departments• Citizens help each other & themselves with self-service Knowledge• Over 1000 police officers equipped with access to 311 records from their vehicles• Service-related data shapes future decisions
Use Case: Engagement Center
“311 isn’t just a phone number. It’s multi-channel customer service. You can call, walk in, log in or tweet to connect to government. For emergencies, you call 911. For everything else, it’s 311.”
Rosetta Lue, Chief Customer Service Officer
World’s Most Trusted Enterprise Cloud
TrustedSecurity
Always onAvailability
Performanceat Scale
GlobalData Centers
EnterpriseCompliance
Five elements of trust that “make our customers believe what we believe”
52%YoY Transaction Growth
99.98%
FY16 Availability
9Global Data Centers
270BQ4 Transactions
4BTransactions/day
recommend Salesforce to others
88%
Salesforce Customers are Our Strongest Advocates
will continue to use Salesforce in the future
93%
- If not now, when?
- If when is 5 years from now…will it be too late?
