dreamforce 15 keynote
TRANSCRIPT
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Get Ready fora New Kind of
Customer
SuccessNew Products, Highlights,
and Innovations from
Dreamforce 2015
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But this is no ordinary business conference or presentation.Dreamforce is the worlds largest software conference, and
attending Dreamforce is an experience like none other. The
products revealed at Dreamforce push the boundaries ofwhats possible with cloud technology. At Dreamforce 15, Salesforce shared a vision for a newkind of customer success. This vision is built on our CustomerSuccess Platform, which includes both technology andpeople to help you be successful. This e-book shares the highlights from Dreamforce to bringyou up to speed on everything new and important from
Salesforce. This year, with Lightning Experience, SalesforceIQ,and IoT Cloud, theres more innovation to discover than everbefore. Each chapter will show you the latest product releasesand innovations that were announced on stage. Youll alsogain a deeper understanding of the technology, business,and philanthropic models that drive our success as well asthe cloud, mobile, social, and data-science revolutions thatpower it all.
Every year since 2003, Dreamforce takes overSan Francisco and Salesforce delivers their vision
and new innovations.
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1 2 3CloudLeadership ProductInnovation CustomerSuccess
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Our mission from day one was to be a cloud-computing pioneer and
evangelist. The industry has moved forward, from mainframes to
client/server and from client/server to the cloud. Were excited to be
MAINFRAME
1960s
CLIENT/SERVER
1980s
CLOUD
Today
celebrating 16 years of customer success. We attribute this success to
our innovation and focus on a new technology model, a new business
model, and a new philanthropic model.
Pioneers and Evangelists
OUR MISSION:
Cloud Leadership Product Innovation Customer Success
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MOST TRUSTED ENTERPRISE CLOUD
Security | Availability | Performance
SCALABLE METADATA PLATFORM
Rapid Customization
MULTITENANT CLOUD
Speed & Innovation
Our technology model is built on a multitenant cloud. Just
like an apartment building where many tenants share the
building infrastructure, but have privacy from other tenants
our trusted cloud allows secure sharing of IT resources
Multitenant Cloud Computing
NEW TECHNOLOGY MODEL:
among applications and customers. The end result: Our
technology model lets our customers run their businesses
faster, with rapid customization thats fully scalable, all built
on the worlds most trusted cloud.
Cloud Leadership Product Innovation Customer Success
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JOMOUSSELLI
CEO and Co-Founder
JEREMYSTOPPELMAN
CEO
BARBARAAGO GLIA
Global Headof E2E Marketing forCorporate Payments
LOICVIE NNE
Vice President
37%INCREASE IN CUSTOMER
REVENUE GROWTH
Focused onCustomerSuccess
NEW BUSINESS MODEL:
Our business model hinges on customer
success, so were successful when our
customers are successful. On average,
our customers see a 37% increase in
revenue growth with Salesforce. With
our subscription pricing, youre paying
for what you actually use, and our Global
Customer Success team ensures that
you get the most out of your Salesforce
instance. Our broad app ecosystem and
community also help you learn from the
successes of other Salesforce customers.
Cloud Leadership Product Innovation Customer Success
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6th Largest Software Company in the World
$1.51B
17k
FY15Q2 REVENUE
EMPLOYEES
CLOUD LEADER: CUSTOMER SUCCESS DRIVES OUR SUCCESS
Thanks to our customers, our company has thrived since we were
founded in 1999 were now the sixth-largest software company, on
track to be the fourth largest in 2016. In addition to debuting on the
Fortune 500 list in 2015, Forbes named us one of the worlds most
innovative companies ve years in a row, and Fortune has annually
named us one of the 100 best companies to work for since 2008.
Cloud Leadership Product Innovation Customer Success
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New Philanthropic Model 1:1:1
1% TIME = 1.1M+ Service Hours1% EQUITY = $100M+ Grants1% PRODUCT = 26K+ Nonprot Organizations
$250M Donated Product
Our 1:1:1 philanthropic model means we give 1% of our time, 1%
of our product, and 1% of our equity back to the community. We
created the Salesforce Foundation to integrate giving back into our
business model. The Salesforce Foundation is based on a simple idea:
Leverage Salesforces people, technology, and resources to help improve
communities around the world. We call it the 1:1:1 model, and its a core
element of our company culture and priorities.
PLEDGE1PERCENT.ORG
Cloud Leadership Product Innovation Customer Success
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1 2 3CloudLeadership ProductInnovation CustomerSuccess
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The Connected WorldA technology revolution is all around us, and
its visible in the screens we tap, the ways we
connect, and the connected objects we use.
When you consider that 6 billion smartphones
and 76 billion connected things will exist by
2020, theres no denying it: mobile, social, data
science, and the Internet of Things are helping
technologists build a connected world like
weve never seen.
The cloud makes it all possible by making
data available and providing a platform for new
apps to get up and running quickly. In fact,
85% of new apps are now developed for the
cloud. It all comes back to data and theres an
unfathomable amount of it, with 90% of the
worlds data created in the last 12 months.
90%of the worlds datawas created in
the last 12 months
75Bconnected thingsby 20206B+
smartphonesby 2020
85%
3B+
of new apps now
developed for
the cloud
social media
users by 2020
EVERYTHING AND EVERYONE IS CONNECTED
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The Internet of Customers
Behind every thingis a customer
So whats possible in this new connected world? Weve moved
from connected terminals and PCs to whats widely known
as the Internet of Things, where billions of connected things
connect to just as many people. But now, its time to see the
Internet of Things in a new way: as the Internet of Customers.
After all, behind every thing is a real customer and behind
every customer should be a personal interaction, coming
through the right channel at the right time.
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90%
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Developers
Community
MVPs
SystemIntegrators
IoTIoT
ISVs
Admins
We ARE a Customer Success Platform
Whats the answer to these criticaldata and customer gaps, and howdo you move to the Internet ofCustomers? You need a CustomerSuccess Platform, and thats what
Salesforce provides. Our Customer Success Platformincludes sales, service, marketing,community, analytics, and apps.No matter where your business istrying to grow, a customer successmanager can meet you wherever youare. Independent software vendors,
developers, and our community helpyou take Salesforce to the next level,and we consistently recognize MVPswho represent what our communityis all about. All of these componentstogether comprise the CustomerSuccess Platform.
GET READY FOR A NEW KIND O F CUSTOMER SUCCESS
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Meet the New Salesforce
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EXPERIENCE, EXCHANGE, PLATFORM
LIGHTNING EXPERIENCE
Meet the new Salesforce
LIGHTNING EXCHANGE
50+ all-new partner components
LIGHTNING PLATFORM
Build and customize with drag and drop
First in our product innovation lineup announced at
Dreamforce 15: the long-awaited Salesforce Lightning.
Lightning is a completely new Salesforce experience, from
opening the Sales Cloud app to building on our platform.
Lightning has three components to make it easier
than ever to use Salesforce, benet from our partner
ecosystem, and build customized apps: the Lightning
Experience, Lightning Exchange, and Lightning Platform.
The Lightning Experience is what youll notice
immediately when logging into Salesforce. The LightningExchange allows you to benet from the next generation
of enterprise apps through thousands of our partners.
And the Lightning Platform empowers anyone to easily
create modern, intelligent enterprise apps.
What is Lightning?
LEARN MORE
Cloud Leadership Product Innovation Customer Success
https://www.salesforce.com/form/demo/crm-sales-demos.jsp?d=70130000000Yusg&internal=truehttps://www.salesforce.com/form/demo/crm-sales-demos.jsp?d=70130000000Yusg&internal=true -
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LEARN MORELEARN MORE
New Salesforce Vertical Apps
SALESFORCE HEALTH CLOUD
With Salesforce Health Cloud, you can access complete
patient proles with integrated data from EMRs andwearables, make smarter care decisions with alerts
and prioritized tasks, and engage with providers and
patients easily on any deviceall from the powerful
Salesforce platform.
SALESFORCE FINANCIAL SERVICES CLOUD
Clients across all generations are increasingly social, mobile
and connected. They want a collaborative relationship withnancial advisors. With Salesforce Financial Services Cloud,
the client relationship is at the core of every interaction.
Advisors receive proactive insights that accelerate
productivity, access rich client information to form
personalized relationships across the household, and
can engage and collaborate with clients from any device.
BUILT WITH SALE SFORCE LIGHTNING
Cloud Leadership Product Innovation Customer Success
http://www.salesforce.com/industries/financial-services/financialservices-cloud/http://www.salesforce.com/industries/healthcare/overview/http://www.salesforce.com/industries/healthcare/overview/http://www.salesforce.com/industries/financial-services/financialservices-cloud/ -
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Introducing
Relationship intelligence for every salesperson
Cloud Leadership Product Innovation Customer Success
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Introducing SalesforceIQ
LEARN MORELEARN MORE
SALESFORCEIQ FOR SALES CLOUD
Sales Cloud is the go-to app for millions of sales reps around
the world. Now with Salesforce IQ for Sales Cloud, the worldstop CRM is more intelligent and intuitive. SalesforceIQ for
Sales Cloud works with every type of customer data including
calendar, email, social, transaction, and more to provide a
predictive and data-centric sales experience. Sales reps can
move from logging to automating; reactive to proactive; and
relationship management to true relationship intelligence.
SALESFORCEIQ FOR SMALL BUSINESS
Any company with customers can benet from customer
relationship management, and increasingly, small businessesare relying on the power of CRM platforms to grow. Small
businesses have smaller team sizes to match and no time to
waste. Introducing SalesforceIQ for Small Business, which is an
intelligent CRM soution right out of the box. That means small
business owners can spend less time setting up and managing
a CRM platform and more time driving leads and revenue.
Cloud Leadership Product Innovation Customer Success
http://www.salesforce.com/sales-cloud/crm-email-connector.jsphttp://www.salesforce.com/salesforceiq/overview/http://www.salesforce.com/salesforceiq/overview/http://www.salesforce.com/sales-cloud/crm-email-connector.jsp -
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T H U N D E RIntroducing the IoT Cloudpowered by
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DELIVERING PRECISION ENGAGEMENT
Introducing IoT Cloud:Powered by Thunder
Its time for a revolution in how we perceive
and process data. If businesses want to
translate trillions of data points into real
human interactions, they must begin tosee the Internet of Customers beyond the
Internet of Things. Welcome to IoT Cloud,
powered by Thunder.
IoT Cloud rst uses real-time data
processing at massive scale and speed. Then,
the intelligent rules engine filters data through
engagement rules to discern exactly what
the next-step interaction with each single
customer should be. The result is 1-to-1
customer engagement through Salesforce, allpowered by Thunder.
LEARN MORE
Cloud Leadership Product Innovation Customer Success
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1 2 3CloudLeadership ProductInnovation CustomerSuccess
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IoTIoT
SALES CLOUD
NEW: The LightningExperience enablesproductive,personalized selling.
SERVICE CLOUD
NEW: The LightningService Consoleenables intelligenceand speed.
IoT CLOUD
NEW: Processcustomer dataintelligently atmassive scale.
APP CLOUD
NEW: Build anyapp, fast. Focuson innovation, notinfrastructure.
MARKETING CLOUD
NEW
: Connectevery interaction onevery stage of thecustomer journey.
ANALYTICS CLOUD
NEW: Sales andservice analyticsdeliver real-timeinsights.
COMMUNITY CLOUD
NEW
: Grow withE-commerce forCommunitiesand LightningComponents.
Innovation Across theCustomer Success Platform
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service cloud
LIGHTNING SERVICE CONSOLE NEW
Empower agents with intelligence and speed
SERVICE FOR APPS NEW
Embed personalized, in-context support
SERVICE WAVE ANA LYTICS NEW
Fuel smarter service with instant insights
#1 CustomerService Platform
Cisco resolves 600,000 cases per
quarter with Service Cloud.
At Dreamforce, we unveiled the all-new LightningService Console. Empower customer service agents withunprecedented data and speed through Lightning. Alsonew is Service for Apps and Service Wave Analytics, soeveryone in your customer service department can managetheir part of the customer experience more intelligently.
ELLORA SENGUPTA
Sr. Manager, Service IT
LEARN MORE
Cloud Leadership Product Innovation Customer Success
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analytics cloud
WAVE APPS FOR SALES AND SERVICE NEW
Make data-driven decisions, faster
WAVE ACTIONS NEW
Instantly take action on any data
MOBILE ANALYTICS
Get answers on any device
The Next Wave ofAnalytics
New Sales and Service analytics make AnalyticsCloud even more powerful its the next wave ofanalytics. With our open Wave platform and ecosystem,everyone can benet from a faster path to insight.
Analytics across sales, service, and
marketing for 3,000 employees.
HEMANG MEHTA
Sr. Manager, Sales IT
LEARN MORE
Cloud Leadership Product Innovation Customer Success
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cloudppa
BUILD ANY APP, FAST
Focus on innovation, not infrastructure
EMPOWER EVERYONE
Point-and-click application development
MOST TRUSTED PLATFORM
Run all your apps in the cloud
#1 Cloud AppDev Platform
Salesforce App Cloud puts the power of app developmentin everyones hands. Now, its even easier to build any app,fast, with our trusted platform. New in 2015 is an evensimpler way to build innovative apps for your company.Make a custom app to address your business needsprecisely with App Cloud.
Ciscos 50,000+ employees move at
the speed of business with App Cloud.
JYOTSNA KHANDEKAR
IT Analyst
LEARN MORE
Cloud Leadership Product Innovation Customer Success
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CISCO PARTNERS WITH SALESFORCE TO POWER
THE INTERNET OF EVERYTHING.
Since 1984, Cisco has been in the business of connectingpeople and today, more than three-quarters of theworlds Internet trac ows through Cisco systems. Driven
by a love of the customer and a passion for innovation,
Cisco uses Salesforce to transform how millions of peopleconnect, communicate, and collaborate.
Salesforce is the platformthat our teams rely on everyday in the feld. CHUCK ROBBINS, CEO
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marketing cloud
REAL-TIME CUSTOMER JOURNEYS
Connect every interaction
PRECISION MARKETING
Predict and personalize content
EVERY CHANNEL, EVERY DEVICE
Email, mobile, social, ads, and Web
#1 MarketingApplication
Reach customers on every channel (email, mobile, social,ads, and Web) and on any device. Updated for 2015is Marketing Cloud Connect, which lets you integrateMarketing Cloud data and audiences with Sales Cloudand Service Cloud.
Western Union personalizes content for
every customer.
TERESA CHIPPS
VP, Retail Marketing
LEARN MORE
Cloud Leadership Product Innovation Customer Success
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community cloud
E-COMMERCE FOR COMMUNITIES NEW
New channel for growth
LIGHTNING COMMUNITY BUILDER NEW
Fast, with new drag-and-drop capabilities
PRECISE CONTENT
Personalized recommendations
#1 CommunityPlatform
New for Community Cloud in 2015: E-commercefor Community, which serves as a new channel forcommunity monetization and growth. We also launchedLightning components for Community Cloud to developcommunity-centric apps with point-and-click functionality.
Western Union connects to its 500,000
agents through Community Cloud.
MARTHA GARCIA
Account Manager
LEARN MORE
Cloud Leadership Product Innovation Customer Success
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WESTERN UNION HELPS CUSTOMERS WORLDWIDE
MOVE MONEY FOR BETTER WITH SALESFORCE.
Every day, Western Union handles 29 transactions persecond, serving customers in more than 200 countries.
With Salesforce, the company is more eective than ever.
Salesforce helps WesternUnion efficiently movemoney for our customers
around the world. HIKMET ERSEK, CEO
READ MORE
Cloud Leadership Product Innovation Customer Success
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See you next Dreamforce!A combination of leadership, innovation, customersuccess, and giving back is what makes Salesforceunique. At Dreamforce 15, Salesforce delivered moreinnovation than ever before with the announcements ofLightning Experience, SalesforceIQ, and IoT Cloud. Not
to mention, we gave back in even more exciting ways,with the biggest book drive ever hosted at Dreamforce. Dreamforce is all about showcasing our latest productannouncements and innovations, and through all thenews outlined in this e-book, we hope its clear that weat Salesforce are committed to your success.
Learn moreabout how Salesforce can transformyour business.
Cloud Leadership Product Innovation Customer Success
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thank y u