cloudforce london 2012 keynote
DESCRIPTION
Salesforce.com COO George Hu is joined by industry leaders from Burberry, O2, Spotify, Activison and more. See all the latest announcements and Social Enterprise transformations from Cloudforce London, May 22nd 2012.TRANSCRIPT
GEORGE HU, CHIEF OPERATING OFFICER
WELCOME TO THE SOCIAL ENTERPRISE@GeorgeHuSF
#cloudforce
1
Our Mission: Cloud Computing Driver, Catalyst & Evangelist
Enterprise Cloud Computing
1960sMainframe
1980sClient/Server
Today
Thirteen Years of Customer Success
2
First Enterprise Cloud Company to Reach $2B Annual Revenue (FY12)
54 Billion Transactionsper Quarter
$3 BillionExpected Annual Revenue Run Rate for FY13
#1World’s Most Innovative Companies
#27World’s Best Places to Work
8,000+ Employees
3
20,000+ Successful Customers Across Europe
4
1% timeequityproduct
14,000 non-profit organisations
2,000 European organisations
320,000+ hours service
$30 million+ grants
ShareTheModel.org
5
Ten Year Computing Cycles10X more users with each cycle
1960’s Mainframe Computing
Data Management Apps
1970’s Mini Computing
Business Logic Apps
1980’s Client/Server Computing
Process Automation Apps
2000’s Mobile Cloud Computing
Mobile Apps
1990’s Desktop Cloud Computing
Web Apps
2010’s SocialRevolution
Social Apps
6
2011: Year of Social Revolution
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Social Revolution: Social Networking Surpasses Email
Social Users
Email Users
2007 2008 2009 2010 2011
1.9 billionsocial users
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Social Revolution: Social Eats the Web
2007
20082009
20102011
Social Network Usage
Rest of the Web Usage 8 hoursper monthon social media
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Social Revolution: Facebook is the New Corporate Homepage
Jun 2010Dec 2010
Jun 2011Dec 2011
Fortune 100 Facebook Growth
Fortune 100 Web Growth 123% growth
10
2013E
2007 2008 2009 2010 2011 2012E
2006
1.8 billionmobile devices by 2014
2014E
Tablets
Smartphones
Laptops
Desktop
Social Revolution: Next Generation Devices Changing How We Access the Web
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Social Revolution: Products Now Connected to Social Networks
3.5 BillionNetworked Products
1.8 BillionNetworked Computers
Total of 5.3 Billion Connected Devices2014
12
But the social revolution has created a social divide.
13
The Social Divide: Customers and Companies
What about your company?
Your customers and employees are social.
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How does your enterprise bridge the social divide?
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Delight Your Employees and Customers in a Whole New Way
Employee Social
Network
Customer Social Network
SOCIAL ENTERPRISE
Social Pro!le
MarketCollaborate
Work
Extend Sell
Service
16
SOCIAL ENTERPRISE
Social Pro!le
MarketCollaborate
Work
Extend Sell
Service
The Social Enterprise Delivered
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Employee Social
Network
Collaborate
Collaborate
SOCIAL ENTERPRISE
18
Collaborate
Burberry Transforms to a Social Enterprise
£1.9 billion revenue
9,500 employees
444 stores
Social Enterprise transformation: End-to-end digital experience
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Every Employee at Burberry Will Use Chatter
Collaborate
Secure, private collaboration
150,000 active Chatter networks
30% reduction in customer email
2011 Apple App of the Year
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The Burberry Social Enterprise
World
Back Of!ce Integration
burberry.comStores
Social Media
Mobile Apps: Runway to
Reality
Burberry Body
Supply Chain World for Partners
9,500 Employees
Social Customer Pro!le
Customer Service: The
Burberry Experience
Social ClientelingVIC Experience
Employee Social NetworkCustomer Social Network
Collaborate
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SOCIAL ENTERPRISE
Work
Employee Social
Network
Work
22
Spotify Was Born Social
Social, music sharing platform
3 million+ subscribers
500+ worldwide employees: growing rapidly
Transparent, social employee culture
Work
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Monika FahlbuschSVP, Global Employee Success
@monikafahlbusch
Work
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Spotify Embraces Rypple to Motivate Employees
Work Better, Together
Social Performance Management
Social: Bottoms-up, not top down
Transparent: Performance, not politics
Real-time: Not once a year
Work
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Spotify Social Enterprise: Spotify Forever
Customer Social Network
Work
SocialCustomerPro!le
Employee Social Network
SocialSupport
CollaborativeSales
Associate Collaboration
500+ Employees on Rypple
EmployeeApps
SocialMonitoring
Customer Pro!ling
Marketing & Loyalty
Analytics, QlikView
FinancialsSubscriptions Media Buyer
Agencies Broker
Navision Integration Portals
26
SOCIAL ENTERPRISE
Extend
Employee Social
Network
Extend
27
Extend
$21 billion consumer goods company
57,000 employees
80 countries
#1 and #2 leader for its brands
Social Enterprise: 400% productivity increase
Kimberly-Clark Transforms into a Global Social Enterprise
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PARKER HARRISCO-FOUNDER & EVP TECHNOLOGY
@parkerharris
Extend
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Kimberly-Clark Builds a Social Front Of!ce with Force.com
#1 Cloud Platform (IDC)
Proven with 100,000+ customers
400% productivity improvement
108% ROI
Extend
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Kimberly Clark Social Enterprise
Consumer Social Pro!le
57,000+People
eCommerce Websites
Mobile Productivity
Social Brands
KCP & HC Distributors Automate &
Extend
Consumer Services
KCP & HC Sellers
Trade/ Promotion
Mgmt
AccountMgmt
Employee Social Network Customer Social Network
Online Communities
Extend
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SOCIAL ENTERPRISE
Sell
Customer Social Network
Sell
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O2 Reaches More Customers as a Social Enterprise
Leading provider of communication services in UK
23 million customers (Telefonica UK)
11,000 employees
450 retail stores
Social Enterprise transformation: Revolutionized selling with social media to reach new customers
Sell
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Linda CrawfordSVP & GM, Sales Cloud
@Salesforce
Sell
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O2 Increases Sales Productivity with the Sales Cloud
Sell
World’s #1 Sales Application
Mobile: Access from any device
Market leader: Gartner and Forrester
33% higher productivity for customers
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O2 Social Enterprise: Joined Up Business
Sell
Made-to-measure
apps
Partners
Joined Up People
Customer Service
Joined Up Communication
Retail
O2 Money
O2 Media
Joined Up IT
Social Customer Pro!le
Sales
Joined Up Customer
O2 Wi!
O2 Drive
The Lab
Joined Up Business
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Customer Social Network
SOCIAL ENTERPRISE
Service
Service
37
Activision Connects Gamers with Social Gaming
Service
#1 video game publisher
Call of Duty, Guitar Hero, Skylanders
$4.8B in revenue
8,000 employees
Social Enterprise transformation:Single social profile24/7 social serviceSocial games
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Fergus GriffinSVP, Service Cloud
@fergusgriffin
Service
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Activision Increases Customer Satisfaction in the Service Cloud
Service
Customer Service for the Social Enterprise
17,000+ customers
Market leader: Gartner and Forrester
Integrated support with social media
36% higher customer satisfaction
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Activision Social Enterprise: Gamer 360
Gamer Social Profile
StudioCollaboration
Ideation
HR &Talent Player Analytics
& InsightsRetail Portal
SocialInfluence
Employee Social Network Customer Social Network
Service
Self-Service &Knowledge
In-GameSupport
Mobile GamerApps
EmployeeHelp desk
Chat
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SOCIAL ENTERPRISE
Market
Customer Social Network
Market
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HP is Making the Transformation to a Social Enterprise
Market
World’s #1 technology company
$127B in revenue
325,000 employees
#11 on Fortune 100
Social Enterprise transformation: Social employees and social products
43
Marcel LeBrunSVP & GM, Radian6
@lebrun
Market
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HP Markets at the Speed of Social
Market on all social channels
Heroku: Customer social apps
Radian6: Social monitoring
Site.com: Social websites
Market
45
SOCIAL ENTERPRISE
Social Pro!le
MarketCollaborate
Work
Extend Sell
Service
The Social Enterprise Delivered
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The JLT Social Enterprise
Social Pro!le
Employee Social Network Customer Social Network
Market
6500+People
Mobile
Thistle
Backof!ce
Wholesale Sales Cross-Sell
Emerging Markets
Service
Website
London Market
On-line Communities
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Why Isn’t the Car My Friend?Why Isn’t the Car My Friend?
Connecting people, cars, dealerships, and manufacturers
in a social enterprise.
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Toyota Social Enterprise
Toyota Friend Facebook
Dealers/Distributors
Chatter for 320,000
Employees
Toyota Friend Website
1-800-4-My-Toyota
Toyota Friend Youtube
Toyota Friend on Twitter
Toyota Friend on mixi
Toyota Vehicles
Toyota Friend Mobile
Manufacturing/Finance
Social Customer Profile
Employee Social Network Customer Social Network
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ERP
Trusted, Multi-tenant Infrastructure
Database.com
Chatter
Heroku
Data.com
Force.com
Sales Service Marketing Work
Any Social Network
Social Enterprise Architecture
Finance
Any System
AppExchange Apps
Social Front-end
Back
-end
Sys
tem
s
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Social Revolution: High Return for Social Enterprises
Social Enterprise Benefits
+63%Marketing
Effectiveness
+35%Customer Support
Efficiency
+48%Qualified
Leads
+24%Revenue
+50%Customer
Satisfaction
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Social Enterprise License Agreement
Every product for every employee
Unlimited product usage
Predictable cost
Open the Door to the Social Enterprise
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Create and Code the Social Enterprise
First Floor Expo
32 Social Enterprise demo stations
12 hands-on lab stations
85+ cloud partners
40+ Breakout Sessions
Developer General Session
Summer ’12 Session with Parker Harris
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Make the Transformation to a Social Enterprise
Employee Social
Network
Customer Social Network
SOCIAL ENTERPRISE
Social Pro!le
MarketCollaborate
Work
Extend Sell
Service
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THANK YOU
#cloudforce
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