business is social keynote - edinburgh

Antony Brown & Chris Roberts UK Account Executive Team

BUSINESS IS SOCIAL

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update these forward-looking statements.

Agenda

14.00 – 14.15 Welcome and Introduction to salesforce.com

14.15 – 15.15 Sales Cloud Introduction & Demonstration

15.15 – 16.00 Guest Speaker: Simon Driscoll, Sales & Contract

Support Manager, Business Stream.

16.00 – 16.15 Coffee break.

16.15 – 17.00 Service Cloud & Marketing Cloud Introduction &

Demonstration

17.00 – 17.30 Guest Speaker: Jo Traquair, Director, Jetcloud Ltd.

17.30 Networking, Drinks & Nibbles.

Our Mission: Cloud Computing Driver, Catalyst and

Evangelist

Mainframe

Today 1960s

Client/Server

1980s

Enterprise Cloud Computing

#1 in Enterprise Cloud Computing

#1 Cloud

Computing

Cloud

CRM

Innovation

2011, 2012

16,000 Non-profit

Organizations

Time Equity Product

% $40

Million+ Grants

350,000+ Hours Service

First Enterprise Cloud Company to Reach $3 Billion Fastest Growing Top 10 Software Company

$3B Revenue

Forecast

FY13

The Social Revolution

1960s Mainframe Computing

1970s Mini

Computing

1980s Client Server

Computing 1990s Cloud

Computing

2000s Mobile

Computing

2010s Social

Revolution

x 10x 100x 1,000x 10,000x 100,000x

Sources: Comscore, Morgan Stanley, Facebook, Twitter, YouTube, LinkedIn, Wikipedia

Social users 4.5 Billion

The Social Revolution

2013E

2007 2008

2009 2010

2011 2012E

2006

1.8 billion mobile devices by 2014

2014E

Tablets

Smartphones

Laptops

Desktop

Social Revolution: Next Generation Devices Changing How We

Access the Web

Source: Gartner Research, Smartphone, Tablet, and PC Forecast, December 2011

Social Revolution: Business is Social

Source: 2012 McKinsey Global Institute Study: “The Social Economy”

2008 2009 2010 2011

2012

Enterprise Adoption of Social Networking

70% Companies

Adopted Social

$1.3 Trillion in value can

be unlocked through

social technologies.

“ ”

Social Revolution: Higher Growth Investment than any

IT Category

Source: 2012 IDC “Worldwide Collaborative Applications 2011-2015 Forecast

Social Networking

SC

M Content

Management Web Conferencing

CR

M

BI ERP Office Project

Management

47% annual growth in spend

for social networking

Social Revolution: Customers Flocking to Social Channels

Fortune 100 Facebook Fan Growth

Fortune 100 Web Traffic Growth 123% growth in social customers

Source: Webtrends, “The Effects of Social Networks on the Mobile Web and Website Traffic”; Google Social Media Analysis Study

Jun 2010 Dec 2010

Jun 2011 Dec 2011

Social Revolution: Customer Conversations Exploding

Sources: Twitter, Visible Technologies

conversations per day

150M

2012 2009 2010 2011

CEOs believe

social will become

one of the top two

ways to engage

customers, mainly

at the expense

of traditional

approaches.

Social

Networking

Sales

Forces

Call

Centers

Websites

Traditional Approaches

Partners

Customer Connections

256%

Growth over 3 years - IBM CEO Study 2012

Social Revolution: For

CEOs, Social at the Top

”

“

IBM 2012 Study of 1,709 CEOs, General

Managers, and Global Business Leaders

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

ways...

“

”

Connect With Your Customers in a Whole New Way

Connected Products

Connected Customers

Connected Employees

Connected Partners

GE’s Social Story

World’s #1 Sales Application

Close more deals to grow your business

Market Leader

Market Leadership Customer Success Product Leadership

100,000+ Companies Across Every Market

Magic Quadrant Leader

Groundswell Award

#1 SFA Market Share

Highest ROI Technology of the Year

Winner – Sales Force Automation 2012

Winner – Enterprise Suite CRM 2012

Innovative Company

Missed Target

Many Companies Struggle to Make

Sales Targets

Limited Insights

No lead routing

Poor data quality

No social insights

Poor pipeline visibility

No mobile access

Hard to find Information & experts

Time wasted on emails & approvals

Hard to collaborate on deals

Inconsistent selling process

No team selling

Limited automation

Slow ramp-up

Lack of reporting flexibility

No real-time visibility

Too many spreadsheets

No automated forecasting

Not Enough Pipeline

Not Enough Time Selling

Underperforming Reps

Sales Teams Don’t Have Enough

Pipeline

Lack Quality Leads

No lead routing

Poor data quality

No social insights

Poor pipeline visibility

79%

Source: Sirius Decisions

of marketing leads not pursued*

Missing Fields Stale

leads Dropped leads

Wrong phone

number

No email

Old title

Source: Alexander Group

Reps Waste Too Much Time Not Selling

68% of sales reps time spent not selling*

Unproductive Reps

No mobile access

Hard to find information & experts

Time wasted on emails & approvals

Hard to collaborate on deals

Latest Presentation

Product Experts

Contracts

Price Lists DEAL WON

Today’s Systems are Holding you Back

Cloud . Mobile . Social

Manual Processes

Disconnected Systems

Spreadsheets

Grow Your Revenue in the Sales Cloud

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.

+27% Sales

Cloud . Mobile . Social

Complete Insight

+44% Improved forecast

accuracy

Increase Sales Productivity

+32% Higher

productivity

Grow Pipeline

+32% Improved lead

conversion

Improve Rep Performance

+25% Higher win

rate

Make Better Decisions with Complete

Visibility

Cloud: Point and Click Reports

Customizable Dashboards

Real-time Data

Mobile: On Any Device

Social: Collaborative Forecasting

+44% Improved Forecast Accuracy

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.

Fireclay Tile fires up productivity with

the Sales Cloud and Force.com 400% increase in leads using

Web-to-lead and email automation

15% increase in year over year sales

50% reduction in order fulfillment time

100% increase in order completion

rate through real-time visibility into

production, warehouse and order

fulfillment processes

Improved customer website

Sustainable Ceramic and

Glass Tile Manufacturer

Deliver for Your Employees and Your Business with

Sales Cloud

Demonstration by Grant Wallace, Principal Sales

Engineer, salesforce.com

Guest Speaker: Simon Driscoll

Business Stream. A Scottish Water

Company.

Coffee Break

Antony Brown & Chris Roberts UK Account Executive Team

BUSINESS IS SOCIAL

www.salesforce.com/service

World’s Leading Social Customer

Service App

Building great connections through outstanding service

Social

Profile

Agent

Console

Multi-

Channel Self-Service Communities Analytics Knowledge

Social

Engagement Collaboration

Partner

Service

Award-winning Product Leader

Market Leadership Customer Success Product 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 Center Leader Social CRM

Market Leader

Champion Customer Service Management

17,000+ Companies

Unhappy Customers

Difficult to Delight Your Customers

Today

Disconnected systems

Multiple knowledge bases

No support for social

No support for mobile

Multiple service screens

No single knowledge source

Not connected to back-office

No collaboration

No context

Not personalized

Slow, inaccurate answers

Low quality of interaction

Inconsistent Service

Across Channels

Poor Customer

Experiences Low Agent

Productivity

Customers Unhappy with Inconsistent

Service Across Channels

Source: North American Technographics Customer Experience Online Surveys

Inconsistent Service

Disconnected systems

Multiple knowledge bases

No interaction context

No support for social

No support for mobile

92% Companies reported decline in customer satisfaction

Agents

Chat

Portal Facebook

Web

Hard to Be Productive with Outdated

Tools

Avge. Handle Time 54%

Agents must use multiple sources to answer customer inquiries

Unproductive Agents

Multiple service screens

No single knowledge source

Not connected to back-office

No collaboration

No ability to cross-sell

Source: Forrester Study

Service Agent Desktop

Customers Will Leave After a Poor

Service Experience

Frustrating Experiences

Lack of context

Not personalized

Slow, inaccurate answers

Low quality of interaction

Not on channel of choice

86% Customers stop doing business after one negative interaction

Source: Harris Interactive, 2009 Customer Experience Impact Report

Cloud . Mobile . Social

Disconnected

Today’s Systems are Holding You Back

Not Mobile Not Social

Grow Customer Satisfaction with

Service Cloud

+34% Customer

Satisfaction

Cloud . Mobile . Social

Amazing Customer Experiences

+28% Increase in customer

retention

Outstanding Multi-Channel Service

+37% Increase in first

contact resolution

Higher Agent Productivity

+36% Higher agent productivity

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.

Superior Experiences Lead to Great

Connections

+28% Increase in customer retention

Cloud: Single customer profile

Proactive service

Integrated self-service & community experience

Customer Feedback

Mobile: Mobile self-service

Social: Social engagement

#1 Video game publisher

Self-service portal, Q&A community, email,

live chat

60,000 cases per month

25% increase in customer satisfaction

Activision Delivers Multi-Channel Customer Service

Build Greater Customer Connections with

Service Cloud

Demonstration by Grant Wallace, Principal Sales

Engineer, salesforce.com

Guest Speaker: Jo Traquair

Director, Jetcloud Ltd.

In Summary

World’s #1 Sales Application

Close more deals to grow your business

Grow Your Business Along Every Major Metric

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party,

MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.

Average Percentage Improvements Reported by Customers

+27% Sales

Lead Conversion

+32% Sales

Productivity

+32% Forecast Accuracy

+44%

Close Rate

+25%

Agent Productivity

+36% Decrease in

Support Costs

+36% +37%

Customer Retention

+28% First Call Resolution

Grow Customer Satisfaction Across Every Major Metric

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party,

MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.

Average Percentage Improvements Reported by Customers

+34% Customer

Satisfaction

Success Across All Major Metrics

Source: Radian6 Customer Relationship Survey conducted December 2011, by an independent third-party, MarketTools Inc., on 800+ customers randomly

selected.

Improved Brand Marketing

+94%

Improved Competitive Intelligence

+84% +64% Improved

Product R&D

+59% Increased Marketing Campaign

Effectiveness Increased

Social Sales

+44% Decreased Customer

Service Costs

+42%

Business is Social

Employee Social Network

Customer Social Network

CustomerSocial Profile Market Collaborate

Work

Extend Sell

Service

Thank You Linkedin: Antony Brown

LinkedIn: Chris Roberts