Download - Social Enterprise: Trust; Vision; Revolution
Toward the Social Enterprise:Trust; Vision; Revolution
Peter CoffeeVP & Head of Platform Researchsalesforce.com inc.
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Safe Harbor
In Other Words:
Everything That You See Hereis Real
Social Revolution:Social Networking Surpasses EmailSo what?
Source: Comscore, June 2011
Social Users
Email Users
2007 2008 2009 2010 2011
1.1 billionsocial users
More Than Just “Sum of the People”(Arcs Represent Number • Distance of Facebook ‘Friend’ Links)
Pop quiz: where is Beijing?
Finally Catching Up With Peter Drucker
“The typical large organization, twenty years hence,
will be composed largely of specialists who direct and
discipline their own performance through organized
feedback from colleagues and customers.”
“It will be a knowledge-based organization.”
Peter F. Drucker, in The New Realities
…in 1989
Complex legacy IT portfolios made the simplest data
integrations an overwhelming task
Cumbersome, brittle integrations demoted end users to
information consumers
Path of least resistance
then over-emphasized
rear-view mirror views of
historical data – or deep
inspection of recent past
This is what “IT vendors” are still selling
Old IT Did Not Connect Our Knowledge
’60s Mainframe Computing
’90s Desktop
Cloud Computing
’00s Mobile Cloud
Computing
’10s SocialRevolution
’70s Mini Computing
’80s Client/Server Computing
Ten Year Computing Cycles10X more users with each cycle – but this time, with a difference
Data Management
Apps
Business Logic Apps
Process Automation
Apps
Web Apps
Mobile Apps
Social Apps
“Whereas earlier entrepreneurs looked at the Internet and saw a network of computers, Zuckerberg saw a network of people.” – Time, 15 Dec. 2010
A Critical New Role for “Cloud”
Old Cloud: Centralization + Automation Cost Reduction– Distant resources: considered to be a tolerable nuisance
– Security: assumed to be a challenge, and compliance a barrier
– ‘Cloudwashing’ of legacy products: tempting and easy
New Cloud: Connection + Simplification Acceleration– Data and process in cloud are closer to everything else you need
– Security is part of the service; audit trails are easy to provide
– You can’t ‘connectwash’ a server, no matter how much
virtualization you apply or how many ‘private clouds’ you proclaim
– In false clouds, you pay for resources…
…in true clouds, you pay for opportunities
2010
2011
Social Revolution:The WAWKI* is Shrinking
Sources: Ben Elowitz, Wetpaint / comScore
Facebook mobile users are 2X more active than desktop users.
- facebook.com
81minutes
per day
Social Revolution:Mobile Apps Used More than Web Browsers
Source: comScore, Alexa, Flurry Analytics
Mob
ile A
pps
Bro
wse
r
1,100 tweets per day handled by agents
Automatic conversion of tweet-to-case
Fast Resolution with case routing
twitter.com/Bofa_Help
Bank of America’s New Branch is Twitter on the Salesforce Service Cloud
Where are key players already having conversations?
What facilities exist for tapping that stream?
What are the cultural norms of that community?
When should you be present?
How should you participate?
Who will represent you?
How will that process scale?
What will you learn?
How will you change?
Beyond Just ‘Being Social’
Gatorade Social Monitoring Center
Engaging athletes on social media
7% increase in sales
250% traffic increase in product education
Gatorade Joins Customer Conversations on Social Media
Social Revolution:Device Choice Indicates New Use Cases
Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010.
2013E
16 billionmobile devices by 2013
Desktop
2007 20082009 2010 2011E 2012E
Laptops
Smartphones
Tablets
Number of Apps
750,000Apps
7/0810/08
4/097/09
11/094/10
9/106/11
Social Revolution:Apple / Android App Store Volume Exploding
Social Revolution:Employees Forcing the Pace of Change
...fastest ramping mobile
device ever.“
”
CIOs Surveyed on Tablet Usage
2010
2011
Morgan Stanley, “Tablet Demand and Disruption”, February 14, 2011.
Purchased for EmployeesEmployee-ownedNot Allowed
Cloud leverage empowers innovatorsRapid iPad Deployment for Patient Prescreening
One developer with no prior training built a mobile app in just 4 days
Deploying to Medical Directors, Program Directors in hospitals on iPhones and iPads
Eliminates paper forms, workflow cuts response time by more than 60%
Cut processing time from 18 hrs to less than 60 min
“We’re blown away by how we built a mobile healthcare application on Force.com with one person in just 4 days…
The same app built in [previous models] would have taken over 3 months”
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.
‘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
Facebook, Twitter, and Chatter notifications
Users receive alarms and alerts
Enables rapid response
Reduces system downtime
Network congestion
in Asia.
Network congestion
in Asia.
Enterasys Devices Are Now Social
What are your customers saying?
200200 millionmillion tweets/day
1.5 billion1.5 billionFacebook Facebook posts/dayposts/day
BillionsBillionsof blogs & of blogs & communitiescommunities
Difficult to Track Conversations Across Customer Social Networks
From Data to Information
Toyota Social Enterprise
Dealers/Distributors
Chatter for 320,000 Employees
Toyota Friend Website1-800-4-My-
Toyota
Toyota Friend on Youtube
Toyota Friend on Twitter
Toyota Friend on mixi
Manufacturing/Finance
Toyota Friend on Facebook
Toyota Friend Mobile
Toyota VehiclesSocial Customer
Profile
Social Customer Profile
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 500M transactions/day
– In June 2011, achieved 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.”
Data protection regulations– Where can it be stored?
– Who’s allowed to see it?
Peel the onion of ‘compliance’– Anonymize/encrypt/partition specific fields
– Cloud disciplines can enhance auditability
• Role-based privilege assignment
• Actions taken using granted privileges
Looking beyond the FUD– USA PATRIOT Act sometimes causes concern about powers of US
government to access data
– Limited to information-gathering related to matters of urgent national security
– Use of USA PATRIOT Act requires involvement by all three branches of the
US government
– Many other countries, including in Europe, have very similar powers
Data Stewardship is a Practice, not a Technology
What is the organization’s mission?
What information supports that mission?
Where does it originate?
Who holds it?
Who can see it?
What events change it?
When is that important?
How do people know?
How can people act?
These are not new questions: NSA IAM introduced 2004
Becoming ‘Securely Social’
Continued Availability Improvement
Winter ’12 release: downtime reduced to 2 hours Further reduction of maintenance downtime in FY13
“Great work reducing the pain of the quarterly upgrade so dramatically. The difference to our business between 2 or 3 minutes of downtime and 2 or 3 hours can’t be overstated.”
Spring ‘11 Summer ‘11 Winter ‘12
Trust is Enabled by Transparency
“Do it yourself” vs. “Who you gonna call?”
Potential benefits from transitioning to a public cloud computing environment:
• Staff Specialization• Platform Strength• Resource Availability• Backup and Recovery• Mobile Endpoints• Data Concentration
Cloud Credibility: Option of First Resort
Culture & EducationPolitical Campaigns & Advocacy
Economic Development
Defense & Public Safety
Health & Human Services
General Government Transportation
Science & Environment
Public Clouds of Public Trust:The End of ‘Forbidden Zones’
The Upsides Become Compelling
Innovation:– Old: It’s taken 10 yrs. to migrate even half the world’s PCs beyond WinXP
– New: In 16 mos. from Win 7 v1 to SP1, Force.com users adopted 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 market leaders or to be gaining market share,
but also to use management practices that lead to margins higher than those of
companies using the Web in more limited ways.”
Facebook Evolves at the Speed…of Facebookon Force.com
Next-Gen Apps Demand IT’s Top Talent
Cloud Connection Margin Growth and Brand Differentiation
“One automaker’s chief financial officer told Sun COO Jonathan Schwartz that his company could give a car away for free, if it could charge a customer $220 per month for a subscription.”
www.zdnet.com/news/sun-puts-java-into-gear-for-cars/136886
“CE device margins are razor thin, and the promise of maintaining an always-on connection to the customer after the point of sale is mighty enticing… Simply put, connected devices make connected customers.”
Richard Schwartz, President and CEO, Macheen
‘Cloud’ is the things that you want someone else to do, but:
– ‘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
Peter CoffeeVP & Head of Platform Research
[email protected]/peter.coffee
twitter.com/petercoffeecloudblog.salesforce.com
Q&A?