Sales Performance Excellence - Amsterdam 2015

Sales Performance Excellence  Naarden, The Netherlands  Tuesday 23rd June 2015

#SalesforceExcellence

Welcome Jeroen van Rooy, RVP Enterprise Sales, Salesforce


The New World of B2B Commerce Nick Noble

Senior Business Consultant

Creating Customer Consensus  Stacey Smith

 Senior Director

 The Future of Sales Performance  William Moxley

 SVP Product Management

 Sales Performance Excellence - Naarden Keynote Speakers

 Luke Smedley  Director, Sales Process and Systems

 Maurice Elema  EMEA Project Director

 Kosta Keramopoulos  Director

 Sarah Richardson  Director, Sales Strategy & Planning

Speaker Panel – Open Q&A Session  Sales Performance Excellence - Naarden

Salesforce Ecosystem for Sales  Sales Performance Excellence - Naarden

12:30 - Registration & Lunch 13:30 – Welcome Jeroen van Rooy, RVP Enterprise Sales, Salesforce 13:40 - The New World of B2B Commerce – Salesforce Nick Noble, Senior Business Consultant, Salesforce 14:15 - Creating Customer Consensus - Guiding Diverse Customer Stakeholders Through the Purchase - CEB Stacey Smith - Senior Director, CEB

  15:00 - Break & Networking

  15:30 – Customer Panel   Eileen O’Mara, Sr AVP Sales, Salesforce

  16:15 - The Future of Sales Performance with Salesforce

  William Moxley, SVP Product Management, Salesforce

  16:55 - Wrap-up

  17:00 - Drinks & canapés

Agenda  Sales Performance Excellence - Naarden

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 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.

B2B COMMERCE

@NickNoble Senior Business Consultant Salesforce Marketing Cloud EMEA

THE NEW WORLD OF

Let’s talk about scale

Digital UK

That Challenge… Reach Every Household

MOBILE CHANGES EVERYTHING subtitle my

Your Challenge. Reach everyone & stay relevant throughout all our lives

65+ million segments of One My


65 Million Segments of 1. How many ‘conversations’ is that?

MoTD had 250,000 mentions on social channels last month

My Dr Who had 1.1 million Sherlock had 4.2 million


Big Data. Can we manage this challenge? No limits on data No downtime 4 Trillion records 1 billion emails sent in a day My

Customer Centric

Company Centric

Helping our clients become “Customer Companies” Companies are trying to transform the way the serve and communicate

“Marketing so responsive it feels like service and Service so good it becomes Marketing” Client presentation; Dreamforce Nov 2014

“The future of B2B will look like the present of B2C”

Forrester: The New And Emerging World Of B2B Commerce, February 2014

Scale, Speed & Relationships

Marketing is too important to be left to the Marketing Department

Fragmented ~ 1:Many ~ Untargeted Seamless ~ 1:1 ~ Journeys

Deeper Personal and Professional Connections Privacy Attention to Detail Purpose Personal Recommendation Dedicated Experience

1.  Growing Profitable Revenue

2. Connecting with Customers

3. Competition in the Marketplace

Gartner CMO Spend Survey 2015

Journeys Contacts Content Channels Analytics Apps

Top 3 Marketing Challenges

00:2200:22

00:05

IBM CMO Study

“4 out of 5 CMOs anticipate a high level of complexity over the next 5 years ~ but

only 50% feel ready to handle it”.

A 5% Increase in Customer loyalty is everything.

Build Relationships. Faster.

#BIGDATA

Volume Velocity Variety Veracity

5B Smartphones

by 2017 Customer Data

Purchase Data

500m+ Social Networks, Blogs

& Forums

Social Data 2.5

Quintillion bytes of data every day

Connected Data

77% of consumers don’t want a relationship with a brand?

HARVARD BUSINESS REVIEW

Transformation is a journey in itself

*Transforming Customer Experience: From Moments to Journeys, 2013

Journeys are strongly correlated with business outcomes.

+36%

Customer satisfaction

+19%

Likely to stay/renew

+28%

Willingness to recommend

+33%

Less likely to cancel/churn

The Four Big Questions

Do you know who your

customers are?

Where are they in their

journey?

Are you engaging and moving them

along the journey?

Are you measuring the impact on your business goals?

“Getting Closer to Our Customers” This is a challenge and a responsibility – to interact with them as individuals, just like any human relationship So, based on your digital interactions with your consumers… What sort of relationship do you deserve?

Hierarchy of Interface / Interaction Customers

Meaningful Pleasurable Convenient

Consumers

Chauffeur ------------------

Taxi Useful Reliable

Functional

Thank You

© 2015 CEB. All rights reserved

Creating Customer Consensus

Guiding Diverse Customer Stakeholders though the Purchase

Stacey Smith


© 2015 CEB. All rights reserved

Thank You

ceburl.com/Salesforce15

Customer Panel Eileen O’Mara, Sr AVP Sales, Salesforce


 Luke Smedley  Director, Sales Process and Systems

 Maurice Elema  EMEA Project Director

 Kosta Keramopoulos  Director

 Sarah Richardson  Director, Sales Strategy & Planning

Speaker Panel – Open Q&A Session  Sales Performance Excellence - Amsterdam

The Future of Sales Performance William Moxley SVP Sales Cloud Product Management


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 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.

The Way Customers Buy Has Changed

CEB: “The Challenger Sales: Driving Growth by Taking Control of the Customer Conversation.” 2014

57 % Through buying cycle before engaging with salesperson

Suspect Prospect Lead Opportunity Order Close

Are you delivering the right message? to the right person? at the right time?

Sales Force Automation is the Foundation for Improvement

Generate More Leads Grow Pipeline Increase Productivity Gain Business Insights

Sales Performance is the Fuel for Growth

Generate More Leads Grow Pipeline Increase Productivity Gain Business Insights

Easier prospecting Full customer insights Sales-ready leads Collaboration Recognition for success

Drive Sales Performance

Sell from Anywhere

Sell Smarter

Sell Faster


Sell from Anywhere

Sell Smarter

Sell Faster

Engage the Best Leads at the Moment of Interest  Marketing Automation

Create a better pipeline of quality leads

Contact the best leads using lead scoring

Give reps their own automated 1:1 marketer

Educate prospects better with lead nurturing

Boost Inside Sales Productivity with Salesforce Console for Sales  Sales Console

Get all your information on one customer data desktop

Get instant insights pushed to your screen

Deliver your apps and AppExchange apps into the console


Sell from Anywhere

Sell Smarter

Sell Faster

Salesforce1 Mobile App Sell from Anywhere on Any Device

All Your CRM

All Your Customizations

Productivity Apps

All Your Custom Apps

Notifications Platform

Action Bar

Stay productive on the go

Connect and collaborate anywhere Access CRM, custom apps, and AppExchange Apps Run your business on your phone

Salesforce1 Mobile App Manage Your Day Anywhere with Mobile Productivity Apps

Today Notes Events Tasks News


Sell from Anywhere

Sell Smarter

Sell Faster


Sell from Anywhere

Sell Smarter

Sell Faster

Wrap-up  Jeroen van Rooy  RVP Enterprise Sales, Salesforce


Thank you

Software

Sales Performance Excellence - Amsterdam 2015