Social, Mobile and Open

Gavin Guinane Platform Architect salesforce.com inc.

Agility

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Safe Harbor

In Other Words:

Everything That You See Here is Real

Cloud Platforms Are Driving Innovation

The Social Divide – Customers and Companies

What about Your Company?

Your customers and employees are social.

The Market’s Map Is Drawn By Social Connections (Arcs Represent Number • Distance of Facebook ‘Friend’ Links)

Pop quiz: where is Beijing?

‘Social’ ≠ ‘Distracted’ §  ‘Social’ is a set of behaviors

–  Aware of context

–  Shaped by interests

–  Driven by events

§  All Force.com applications are socially enabled by Chatter –  Old apps added new behaviors –  Social behaviors pervasive,

not isolated in social silo

–  Automation → scalability

§  Collaborative process creation & maintenance

§  Best practice sharing

§  Integration with feeds and other social channels

§  Social process monitoring

Steve Wood. Great – I can help with the case escalation by linking in the Apple Escalation Process.

New process created: iPad Tier 1 Support Process (Goals: Run time, 5 min)

Andrew Leigh. I need to create a new customer service process for the iPad, can you guys help?

Varadarajan Rajaram. Yes, I know this product well – there are a bunch of solutions I can build into this process.

Because ‘social’ is a model, not an app

Products Become Participants

§  Instant updates, not limited by human speed or attention

§  Effective integration of hardware speed & human judgment

§  The next new application opportunity

public String CloudThoughts{ get; set;} Mike Leach, www.embracingthecloud.com

Real-Time, Automated Upgrades

37 Major Releases

Every Customization & Integration Automatically Upgraded

Always have the Latest Innovations & Technology

Painless, No Hassle Upgrades

Salesforce.com Delivering Continuous Innovation

Cloud Objections Are Being Addressed

§  Security: American Bankers Association blog says an enterprise should “verify that any outsourcing partner meets its standards. However, once

verified, a cloud partner can actually provide greater security.”

§  Availability: –  Salesforce.com now routinely exceeding 700M transactions/day

–  Recent reporting periods have achieved as high as 100% of planned availability

§  Compliance: United States’ National Institute of Standards and Technology says cloud-resident data “can be more available, faster to restore, and more reliable… [and] less of a risk than having data dispersed on portable computers or removable media.”

Cloud Upsides Are Now Overwhelming

§  Innovation: –  Old: When Windows XP was 10 years old, it ran almost half of the world’s PCs

–  New: In time between Win 7 and SP1, Force.com had six upgrades

§  Collaboration: –  Organizations adopting Chatter routinely see 30%+ reduction of email –  When people are given a choice, they choose the social model

§  Competitive Advantage: McKinsey Global Institute finds that –  “fully networked enterprises…[use] collaborative Web 2.0 technologies intensively

to connect the internal efforts of employees and to extend the organization’s reach to customers, partners, and suppliers”

–  “[they] are not only more likely to be…gaining market share, but also to use management practices that lead to higher margins [compared to] companies using the Web in more limited ways.”

§  ‘Cloud’ only hints at what you don’t need to do –  ‘Social’ describes what your workers and customers want –  ‘Mobile’ describes what they need –  ‘Open’ describes the freedom to do it the way that works for them

§ Cost reduction is not the path to leadership – Cloud models make it easier to match IT costs against business tasks

–  Superior ROI, and compelling improvement in time-to-market, change the terms of debate surrounding IT investments and resources

§ The job of the ‘IT professional’ is changing –  Integrator of services, rather than buyer and operator of technologies

–  Instigator and manager of innovative tools and processes

–  Enabler and custodian of relationships and insights

In Conclusion

Gavin Guinane Platform Architect

gguinane@salesforce.com Q&A?

Facebook, Twitter, and Chatter notifications

Users receive alarms and alerts

Enables rapid response

Reduces system downtime

Network congestion

in Asia.

Enterasys Devices Are Now Social