Download - Welcome to the Internet of Customers
Steve Moroski
Area Vice President
Connect with your customers in a whole new way
@stevemoroski
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.
Our Mission: Cloud Computing Driver, Catalyst and Evangelist
Mainframe
Today1960s
Client/Server
1980s
No Hardware/Software
Subscription Model
Automatic Upgrades
Constant Innovation
Enterprise
Cloud Computing
#1 in Cloud Computing and CRM
#1 World’s #1CRM
Cloud Computing
2011
2012
2013
Market LeaderEnterprise,
MidMarket, SMB & Sales Force Automation
Innovation
1%
Time • Equity • Product
530,000+Hours Service
20,000Non-profit
organizations
$53M+Grants
The Third Wave of Computing
Terminal
Client
Devices
Products
LTE
SNA
Mainframe
LAN/WAN
Server
Cloud
50 Billion Connected “Things”1,000,000s1,000s
“Internet of Things”Third Wave of Computing
Behind every is a customer.thing
tweet
app
device
product
post
website
chat
shopping cart
community
Connect with your customers in a whole new way
A Whole New Way to Engage Customers
5BSmartphones
by 2017
Social
4.5BAggregate
social users
50BConnected
“things” by 2020
Connected
Mobile
Cloud
58%Faster
deployment
In the Internet of Customers, Companies Create 1:1 Experiences
Web Store CommunityEmailSocialMobileProduct Stadium
ConnectedEmployees
ConnectedCustomers
ConnectedPartners
Become A Customer Company:Connect to the Internet of Customers
ConnectedEmployees
ConnectedPartners
ConnectedProducts
ConnectedDevices
ConnectedCustomers
SocialMobile
Cloud
Are You Ready to Make the Change?
ConnectedProducts
ConnectedEmployees
Serve Customers Everywhere
Sell 1:1 Anywhere
Market 1:1 in the Digital World
ConnectedService, Sales & Marketing
Unfortunately, Most CompaniesDon’t Know Their Customers
of companies lack an in-depth understanding of their customers
66%
IBM Study of 1,700 CMOs“From Stretched to Strengthened”
Companies are Unprepared to Build Next Generation of Apps
2/3of companies feel
unprepared for the
social & mobile world
?
IBM Study of 1,700 CMOs“From Stretched to Strengthened”
“App Gap”: Difficult to Build Customer Apps
Complexity of form factors
Limited number of developers
Multiple operating systems
Multiple platforms
have deployedapps1/2<
60%
40%
20%
Per
cen
t of
Res
pon
dent
s
Mobile appsare critical
Mobile appsdeployed
Economist Study of 1,300 Global Executives“The State of the Customer-Led Economy”
“App Gap”
How do you become a customer company?
A new customer platform for the
internet of customers.
Salesforce: #1 Enterprise Cloud Platform
Market Share#1
Leader
Wave for Rapid Developers
Wave for Coders
Wave for ApplicationDeployment & Delivery
2,000AppExchange
Apps
Apps built on
the Platform
4M+
Records
Stored
72B
AppExchange
Installs
2M
1.5BTransactions
Per Day
A New Customer Platform for Everyone
Publish Next Generation Apps
ISVs
Peter GassnerVeeva
Manage Salesforcefrom Anywhere
Experience Salesforce1 on Any Device
Neil KamireddyTrunk Club
Admins
Build Next Generation Apps
Developers
Geetha VallabhaneniLuminix
Connect with Customers in a Whole New Way
Mariam NaficyMinted
Employees
Every Customer
Your Customers
Developers: Build Next Generation AppsNew Platform Services for Developers
Data APIs
10X More API functionality
Metadata & UI APIs
230 calls & methods
Visualforce1
Build anyuser interface
Partners: Publish Next Generation Apps
Docusign Box
Concur
Dropbox
FinancialForceLinkedIn
TAS Group ServiceMax FileBoard
HP
ScanBizCards
Evernote
Apttus
Kenandy
eVariant
BMC
Workday
Xactly
Employees: Experience Salesforce1 on Any Device
AppExchange Apps
CRM
Custom Apps
All your past investments...
Feed First UI
Notifications Platform
Publisher Actions
…now in the future
Download Salesforce1 App Today
Admins: Manage Salesforce from Anywhere
Admin app
& API for user
management
SalesforceA Salesforce#
Two-factor
authentication app
Complete
customization
Customers: Connect with Customers in a Whole New Way
Connect customers,
partners & products
Build customer
apps
Engage 1:1
with customers
Communities Heroku1 ExactTargetFuel
Salesforce1: A New Customer Platform for the Future
Salesforce1 Platform APIs
Salesforce1 App
Salesforce1 Platform Services
Force.com Heroku1ExactTarget
Fuel
Branded social intranet built mobile first
Key business metrics customized for each ‘teammate”
Chatter collaboration for every department
Business users update content in real-time
Virgin America Connects Every Employee with a Social Intranet
Trunk Club Connects Customers & Employees with Mobile Apps
Customer facing mobile app built on Heroku
Employee mobile app built on Force.com for order fulfillment
Integrated sales, service & marketing built on the Salesforce Platform
Sysco Transforms Drivers into Sales with Mobile Apps
Drivers manage deliveries and take orders on the go
Salesforce & SAP integration for order management
Mobile, social intranet and HR applications let employees collaborate in real-time
The Customer Platform to Sell From Anywhere
Sell from any mobile device
2,000+ AppExchange apps
Build custom mobile apps
Customized for you
ADP Mobilizes Their Sales Team with Salesforce
Integrated mobile apps deployed to increase productivity
10,000+ mobile users
Increased adoption rate while decreasing costs
The Customer Platform for Service Everywhere
Serve customers anytime, anywhere
Embed service into every app
Solve cases faster with collaboration
2,000+ AppExchange apps
The Internet of Customers Has Changed Marketing Forever
Fragmented 1:Many Untargeted Seamless 1:1 Experiences
The Customer Platform for 1:1 Marketing
Build a single view of your customers
Manage the customer journey
Deliver personalized content on every
channel
EMAIL MOBILE SOCIAL WEB DATA &ANALYTICS
MARKETING AUTOMATION
Radian6
Buddy Media
Social.com
MobileConnect
MobiePush
Email Editions
Distributed
Personalized
Web
Guided Selling
Reporting
Audience Builder
#1 in Digital & Social Marketing
Ford Builds a Network of Advocates
Created 1st Social Car Launch with Ford Explorer
Built Ford Social, a community for insider info & ideas
Empowered dealerships to publish, analyze & update social content
#2 company in global social mentions
Connect with your customers in a whole new way
Appendix
Enterprise Cloud Computing Basics
Benefits of Multi-Tenant Cloud Computing:
Fast Easy Open Flexible Trusted
No Hardware
No Software
Automatic Upgrades
Scalable
Any Device
Data Portability
Transparency
Real-time Status
App Marketplace
Extensible
Enterprise
Cloud Computing
Fast: Time to Value with Cloud Computing
SOFTWARE
TIME
VA
LU
E
CapitalExpense
UpgradeExpense
Cloud Computing Value Greater ROI
LowCapital Cost
Automatic Upgrades
Easy: Continuous Innovation with 3 Releases Every Year
Seamless, Automatic Upgrades
42 Major Releases
Every customization & integration automatically upgraded
Includes features sourced by customer community
No longer do we worry about the upgrades, new releases, and compatibility. We
have the freedom to innovate and solve business problems on-demand.
Open: Access Your Data Anywhere, Anytime
50%Of All Transactions
APIs: Nearly
All your CRM, custom apps, fields, etc.
Intuitive interface built for users on the go
Modern UI – Notifications, feed-first,
publisher actions
Any DataSalesforce1 Platform
Any DeviceSalesforce1 App
Simple, powerful & secure API’s
SOAP, REST, Bulk, Metadata, Apex &
Visualforce
Now 10X more API Functionality
Flexible: Find, Evaluate & Install Apps For Your Business
Leading Cloud Ecosystem
2,000+ Apps
2M Installs
Trusted: Our Highest Value
Transactions per Quarter Average Page TimeTrust.salesforce.com
97B Transactions in Q3FY1447% YOY Growth
FY12: 306msFY13: 241ms
ConnectedEmployees
ConnectedPartners
ConnectedProducts Connected
Devices
ConnectedCustomers
Sell as a Team with Salesforce1 Sales Cloud
World’s #1 Sales Application
Close more deals to grow your business
Market Leading Sales Application
Market Leadership Customer SuccessProduct Leadership
100,000+ CompaniesAcross Every Market
Magic Quadrant Leader
Groundswell Award
#1 SFA Market Share
Highest ROI
Winner – SFA 2013Winner – Enterprise, Midmarket,
and SMB Suite CRM 2013
Technology of the Year
Innovative Company
Grow Your Business Along Every Major Metric
Average Percentage Improvements Reported by Customers
LeadConversion
+38%
SalesProductivity
+36%ForecastAccuracy
+45%
WinRate
+26%
Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
+28%Sales
NBCUniversal Grows Pipeline by 400%
$5 billion revenue: Selling 2 million spots/year
Integrated pipeline across properties
Increased sales by $42 million
300% ROI
ConnectedEmployees
ConnectedPartners
ConnectedProducts
ConnectedDevices
ConnectedCustomers
Serve Your Customers Everywhere
World’s #1 Customer Service App
The Customer Platform for Service Everywhere
Proven Market and Product Leader
Market Leadership Customer SuccessProduct Leadership
Leader Customer Service
+36% increase in customer satisfaction
+95% increase in customer satisfaction
+28% increase in customer satisfaction
+200% increase in first call resolution
#1 Case Management#1 Web Support
Leader Contact CenterLeader Social CRM
Market Leader
Champion Customer Service Management
34,000+ Companies
Decrease in Support Costs
+35%+37%
CustomerRetention
+34%
Faster Case Resolution
Helping Customers Succeed Across All Metrics
Agent Productivity
+40%
Average Percentage Improvements Reported by CustomersSource: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
+37%Customer
Satisfaction
Activision Delivers Multi-channel Customer Service
#1 Video game publisher
Self-service portal, Q&A community, email, live chat
60,000 cases per month
36% increase in customer satisfaction
Starting in 2013, digital marketing will be one of the top three imperatives on 100% of CEO agendas.
Gartner Predicts 2013: Digital Marketing Pushes Marketing Executives to a More Strategic Role
Bringing Together the Best Products in Digital Marketing
#1 in Social Listening #1 in Social Publishing #1 in Social Advertising
Email Mobile Social Web MarketingAutomation
Data &Analytics
Fuel Platform
EMAIL MOBILE SOCIAL WEB DATA &ANALYTICS
MARKETING AUTOMATION
Radian6
Buddy Media
Social.com
MobileConnect
MobiePush
Email Editions
Distributed
Personalized
Web
Guided Selling
Reporting
Audience Builder
The Customer Platform for 1:1 Marketing
#1 in Digital & Social Marketing
Strong Momentum Customer SuccessMarket Leadership
10,000 Customers
8 of 10 Largest Advertisers
8 of 10 Largest Online Retailers
#1 Forrester Wave
Leader Gartner Magic Quadrant
Engagement & Analytics
Customer Success In Social Marketing
+22%Decrease in Customer
Service Costs
Competitive Intelligence
Product Research/
DevelopmentSocial Lead Volume
+30%
Average Percentage Improvements Reported by CustomersSource: Salesforce Marketing Cloud CSM Customer Study
+32%
+47%
+37%Campaign
Effectiveness
Brand Monitoring
+59%
Previous Generation Hardware is Holding You Back
Infrastructure
Governance
Innovation
Innovation
Infrastructure
Governance
Focus on innovation
Legacy Platforms
Focus on infrastructure
The World’s #1 Cloud Platform for Building Apps
ChatterMulti-
language
Translation Workbench
Email ServicesAnalytics
CloudDatabase
ScheemaBuilder
Search
Visualforce1
MonitoringMulti-tenant Infrastructure
Apex
Data-levelSecurity
Workflows
Social APIs
Analytics APIs
Bulk APIsRest APIs Metadata APIs
Soap APIs
Private AppExchange
Custom Actions
IdentityMobile
Notifications
Tooling APIs
Developer Mobile Packs
Mobile SDK Offline Support
Streaming APIs
Geolocation
ET 1:1 ET fuel
Heroku1
Heroku Add-Ons
Sharing Model
ET APIAPIs
Mobile Services
Core Services
The Fastest Path From Idea To App
Connect Next Generation Devices & Apps to Anything
Rapidly build engaging social and mobile apps in any programming language
Service and support customers with real-time product intelligence
Know more about customer usage by delivering a connected app
Launch engaging connected customer apps quickly
The Proven Leader for App Development
Proven Leader Customer Success Trusted Platform
4 Million+ apps
2 Million+ installs on AppExchange
1.5 Billion transactions/day
50% of transactions via API
Trust.salesforce.com“Only leader in all 4 PaaS categories”
#1 Market Share(28% market share)
The Fastest Path From Idea To App
+43%Increase in
Coding Productivity
+52%Faster System TestingDecrease in
IT Costs
+46%Faster
Integration
+45%
+52%Faster Design
+55%Faster
Configuration
+58%Faster
Deployment
Average Percentage Improvements Reported by CustomersSource: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.