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The Technology Behind the Social EnterpriseSteven TammCTO, CRM, salesforce.com
/steventamm
@tammforce
in/steventamm
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 intellectual property and
other litigation, risks associated with 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-Q for the most recent fiscal quarter ended July 31, 2011. This 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.
Outline
Powering the Social Enterprise
Multitenant Architecture
True to the Core of CRM
Listening to the Customer
How you can help us improve
Powering the Social Enterprise
Listen & Analyze
Social Marketing
Product & Partners
Collaborate
Service &Engage
Automate & Extend
Connect & Sell
Social Customer ProfileEmployee
Social Networks
Customer & Product Social Networks
Social Enterprise
Delight Your Customers and Employees
Force.com powers the social enterprise
Common social profileUnified data modelOpen integration
Trusted, Multi-tenant Infrastructure
sites native HTML5communities
sales cloud
database.com
data.com
chatter
APIs
/ In
teg
rati
on
service cloud appexchange
custom apps
force.com
portals
radi
an
6
site.com heroku
socialcustome
r profile
Salesforce Architecture
Logic/data PortabilityAny Device
Open
No HardwareNo Software
FastAutomatic UpgradesPay-as-you-go
Easy
DemocraticEconomical
Everyone
The Core of the Social Enterprise: Multi-tenant Cloud Computing
What Salesforce.com does for you?
YOU get to focus on
innovation
We doInfrastructure
Services
We doApplication
Services
We doOperations
Services
Customize your CRM
Build your data model
Build your business logic
Build your user interface
Network
Storage
Operating System
Database
App Server
Web Server
Data Center
Security
Sharing
Integration
Customization
Web Services
API
Multi-Language
Authentication
Availability
Monitoring
Patch Mgmt
Upgrades
Backup
NOC
Force.com allowed us to create and deliver a total of 14 applications – all without the expense and hassles of traditional application development.
“”
Multitenancy
One Cloud with Many Customers
Shared Elastic ServicesOne Data Store per Pod10K+ Customers per Pod50+ Pods
All data segregated by customerAll operations include tenant IDDisaster RecoveryPer tenant encryption keys
What is in a Pod
What Multitenancy means for Salesforce R&D
No Legacy TeamsBugs fixed for everyone
One Version
What Multitenancy means for Salesforce R&D
No Legacy TeamsBugs fixed for everyone
One Version200K+ of our TestsRun your tests as well
Automation
What Multitenancy means for Salesforce R&D
No Legacy TeamsBugs fixed for everyone
One Version
Staggered ReleasesScalability across all sizes
Pod Architecture
200K+ of our TestsRun your tests as well
Automation
What Multitenancy means for Salesforce R&D
No Legacy TeamsBugs fixed for everyone
One Version
Staggered ReleasesScalability across all sizes
Pod Architecture
200K+ of our TestsRun your tests as well
Automation
Three major releases/yearBug fixes every week
Predictability
What Multitenancy means for Salesforce R&D
No Legacy TeamsBugs fixed for everyone
One Version
Staggered ReleasesScalability across all sizes
Pod Architecture
200K+ of our TestsRun your tests as well
Automation
Three major releases/yearBug fixes every week
Predictability
FeedsProfiles
FilesSocial Graph
Social
Right ExperienceAny Device
Customizable
Mobile
Real-time notificationsReal-time workflow
Real-time feeds
Real-time
Social Enterprise PlatformPowered by Multitenancy
Open
Open StandardsOpen
TechnologiesOpen InterfacesOpen Languages
What Makes Us Different?
“Skate where the puck’s going”
Sales and Service are different from 5 years ago
Ubiquity of Mobile Connected Devices
Social replacing Email
Next Generation technologies
Focus and investment shifted
Investing in the future
True to the Core of CRM
“True to the Core” is a Social Movement Started by Customers
It Started With An Idea Then a Chatter GroupThen A Blog
How we heard you
Chatter
IdeaExchange
Customer Surveys
Twitter and Blogs (Radian6)
Support Cases
Categorizing the Complaints
All CRM not customizable using the platform
Difficult UI around some CRM features
Technically Difficult Backlog Items
Backwards Compatibility
New Technology
Thank you for reminding us
Agile Development tends toward “Large” Features
Quality effort for older features higher
Evolution of database.com makes “new” things easier
Never rest on our laurels
Contacts
Tasks
Sales Teams
Prioritize Based on Usage and Demand
Prioritize Based On:
User Adoption
Customer Surveys
IdeaExchange Demand
Strategic Importance
Listening to the Customer
We are listening and delivering for CRM
We increased investment in CRM development
We created new internal teams and increased staffing
We focused on being “True to the Core”
Delivering 300K+ Idea Points This Year
Idea Points Target Release
Salesforce Mobile for Google Android 26K Winter ‘12
Exception Reporting (outer joins) 41K Spring ‘12
Cross Object Workflow 39K Spring ‘12
Joined Reports 39K Spring ’12
Multiple Contacts on an Activity 49K Summer ‘12
Setup Search 14K Summer ‘12
Delivering Small Ideas
Idea Points Target Release
Filters on Dashboard Components 3K Winter ‘12
Field Updates retrigger Workflow 5K Spring ‘12
Criteria-based sharing for all objects 1K Spring ‘12
Keep column size when editing lists 0K Spring ’12
Reorder search results 1K Spring ‘12
Alphabetize Reports 3K Winter ‘12
Why can’t you just fix my feature?
Trust is our #1 value
Backwards Compatibility
Workaround available
ComplexityMultiple Contacts per ActivityState & Country as a Picklist Country starts with “BH”: Bahrain (BH) or Bhutan (BT)?
We Value Consistent Improvement
API First, Mobile Second, Web Third
One Integrated Platform for All Applications
No middleware needed
Migrate customers to the state of the art at their pace
How You Can Help
Idea Exchange
http://ideas.salesforce.com– Join the Customer Community
– Ask your questions
– Provide new ideas and vote up your issues
Talk to support if it is a bug
If it’s broken, we want to know!
Dreamforce Community
http://dreamforce.com– Join the Chatter Groups
– Get support for your ideas from the broader community
– Crowd sourced solution
http://developer.force.com– Community Boards for developers
– Code sharing for Apex
More information about multitenancy
Search for Force.com Multitenant Whitepaper in your favorite search engine
Multitenant Magic Webinarhttp://wiki.developerforce.com/page/Multitenancy_Webinar
@tammforce
