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2. Become a Customer Company
Connect With Your Customers In A Whole New Way
Daniel Debow
SVP, Salesforce Work.com
@ddebow
3. 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 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, 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, risks associated with 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 quarter. This document and others 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 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.
4. For some time, businesses have been refining
and optimizing their networks of suppliers and
partners.
But something just as revolutionary has been
happening—the sudden convergence of the
cloud, social and mobile spheres—connecting
customers, employees and partners in new
IBM 2012 Study of 1,709 CEOs, General ways...
Managers, and Global Business Leaders
Become a customer company.
5. Become a Customer Connected Company
Become a Customer Driven Company
Become a Customer Obsessed Company
Become a Customer Focused Company
Become a Customer Trusted Company
Become a Customer Company.
6. Become a Customer Company:
Connect with Your Customers in a Whole New Way
Connected Connected
Employees Partners
Connected Connected
Customers Products
Cloud
Mobile
Community
Social
11. 1% 445,000+
Time Equity Product Hours Service
$40 M+ 17,500
Grants Non-profit
organizations
12. Today’s Platform Connects an “Internet of Things”
1,000s 1,000,000s 1,000,000,000s
Users
Terminal Client Devices
Products
SNA LAN/WAN LTE
Mainframe Server Cloud
1960s 1980s Today
13. The Customer Revolution
1960s 1970s 1980s 1990s 2000s 2010s
Mainframe Mini Client Server Cloud Mobile Social
Computing Computing Computing Computing Computing Revolution
x 10x 100x 1,000x 10,000x 100,000x
25. Become a Customer Company:
Connect with Your Customers in a Whole New Way
Connected Connected
Employees Partners
Connected Connected
Customers Products
Cloud
Mobile
Community
Social
27. What is a Customer Company?
Retail Banking Insurance Healthcare Communications Media
Connected Banking Products Connected Agents & Products Connected Medical Devices Connected Stores Connected Content
Retail Manufacturing CPG Automotive High Tech
Connected Merchandise Connected Machines Connected Cars Connected Devices
Connected Goods
28. Seven Questions To Become a Customer Company:
Connected Connected Connected Connected
Customers Employees Partners Products
1. How do you 3. How do you 5. How do you 6. How do you
listen to every sell as a team? create customer, connect your
customer? partner, and products?
employee
2. How do you 4. How do you communities? 7. How do you
engage on service become an
every channel? customers apps company?
everywhere?
29. 1. How Do You Listen to Every Customer? +
#1 Social Marketing Application
Social Media Command Centers: Pepsi, Dell, American Red Cross & More
Spring ’13: Social Insights
94% Improved Brand Monitoring with Marketing Cloud
30. 2. How Do You Engage On Every Channel?
#1 Sales, Service, & Marketing Platform
Deliver a Seamless Customer Experience
37% Improved Campaign Effectiveness with Salesforce
35. 3. How Do You Sell as a Team?
Chatter: Collaborate on Deals
Data.com: Enrich Your Profiles
Work.com: Motivate and Align Sales Teams
27% Increase in Sales with Sales Cloud
36. 4. How Do You Service Customers Everywhere?
#1 Customer Service & Support App
Service Cloud Mobile
Customers: Philips, Intuit, Activision, Nissan
37% Improved Customer Satisfaction with Salesforce
41. 5. How Do You Create Communities?
Employee, Customer, Partner Social Networks
195,000 Enterprise Social Networks on Chatter
Next Generation Salesforce Chatter
30% Fewer Meetings with Chatter
42. 6. How Do You Connect Every Product?
1.7 Billion Networked PCs
3.5 Billion Networked Products by 2015
47. 7. How Do You Become an Apps Company?
#1 Cloud Platform
Fast and Easy to Build Mobile and Desktop Apps
Heroku for Customer Apps
Force.com for Employee Apps
50. Become a Customer Company:
Connect with Your Customers in a Whole New Way
Connected Connected
Employees Partners
Connected Connected
Customers Products
Cloud
Mobile
Community
Social
51. Salesforce: Customer Company Architecture
Connected Connected Connected Connected
Customers Employees Partners Products
Sales Service Marketing Work.com AppExchange
Any Social Back End
Applications
Network Systems
Data.com
ERP
Chatter Finance
Identity
Salesforce Platform
Any Device Force.com Heroku Touch Any App
Data Model AppExchange
Apps
Public or Private
Multi-Tenant Infrastructure Apps
52. Learn More Today
12pm - 1pm Networking and Lunch in the Cloud Expo
1pm - 2pm How to Get the Most Out of Salesforce Sessions
Salesforce for Beginners Macleod Ballroom
Salesforce.com Platform Macleod E1
Salesforce for Oil & Gas Macleod E2
Salesforce.com Service Cloud Macleod E3