Not Everything That Disrupts is Disruptive. The Future of Customer Relationships.

Jeremy Waite Head of Digital Strategy, EMEA @JeremyWaite Jeremy.Waite@Salesforce.com

1. Work harder than anyone else.

2. Be better prepared.

3. Have more research up your sleeve.

The Best Business Advice, Ever.

@Tom_Peters

“Companies are no longer competing against each other, they are competing against speed”. Marc @Benioff

“

CLAYCHRISTENSEN

INNOVATION CAN HURT, IF YOU’RE NOT THE ONE DOING THE

DISRUPTING”.

DISRUPTIVE

+

Apps Analytics Community Marketing Service Sales

Connect To Your Customers In A Whole New Way Customer Success Platform

16 Years of Disruption & Technology Shifts

We Help Your Customers Love You

Build Profitable Relationships, Faster.

1MPH $200m

1% $3Bn

0:03 $256Bn

“Machines should be nothing more than tools for extending the powers of the humans who use them”. Thomas Watson Jnr.

David Marcus CEO $FB Messenger

80% EXECUTIVES ARE

OVERWHELMED. “

”

75% EXECUTIVES ARE

EMOTIONAL. “

”

UNKNOWN KNOWN 1 : Many Marketing 1 : 1 Customer Journeys

Building Loyal Relationships, Faster.  From Personification to Personalisation

77% OF CONSUMERS DON’T WANT A

RELATIONSHIP “

WITH A BRAND. ”

Image by @JeremyWaite | Originally Created by Bloomberg Businessweek @BW | Data: @Interbrand

2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015

Best Global Brands 2000 - 2015 #1

#2

#3

#4

#5

#6

#7

#8

#9

#10

Food, Drink & Tobacco Technology and Electronics Business Services & Diversified Automotive Media and Telecoms | | | |

COCA-COLA

MICROSOFT

IBM

INTEL

NOKIA

GE

FORD

DISNEY

McDONALDS

AT&T

#FaradayFuture

“Affordable transportation as reliable as running water. Everywhere. For everyone”.

NOT DISRUPTIVE

UBER IS THE MOST

ETHICALLY “

CHALLENGED

PETERTHIEL

COMPANY IN SILICON VALLEY”.

"We're in a political campaign, and the candidate is Uber and the opponent is an asshole named Taxi.” @TravisK

UBER IS THE MOST

IMPORTANT “

COMPANY

BILLGURLEY

EVER CREATED”.

BANKRUPT

“2016 is the year that traditional businesses will fight back”. Forrester

Avis Budget Group Inc. $CAR v @Uber Drivers  Disrupting Yourself

Yahoo Finance

1Billion Rides via

1M Drivers (Dec 2015)

[Over 50% businesses use <20% of their customer data]

How Does UBER Work?

Customer Experience

Disruptor Story My Trip to Copenhagen

Focused on Experiences Environment, Feeling, Context

Focused on Tasks A to B, Collect Money

Your Customer… How Do You Fair?

First account

Education funding

Car financing

Marriage

Property

Short term investing

Savings

Budgeting

Variable payments

Daily cash

Long term investing

Fixed transactions

Retirement planning

Wealth transition

Bill payments

Precision Marketing Building A Customer Company

•  Unified customer view •  Apps built disruptor fast

Cloud Mobile Profile

Personal

•  Connect the total lifecycle •  Machine learning at scale

Big Data

Predictive

•  Enriched profile •  Employee productivity

Communities Sales Service Contextual

•  Proactive insights flow to everyone

Analytics Journeys Flow

Proactive

Precision Marketing Building A Customer Company

There’s No Such Thing As… @Scobleizer

#BigData

5B Smartphones

by 2017

550M+ Social Networks, Blogs & Forums

(inc. Dark)

Monitoring Customer Journeys Volume. Velocity. Variety. Veracity…

2.5 Quintillion

bytes of data every day

Social

Customer Purchase

Connected

Monitoring Customer Journeys Building A Customer Company in Real-Time

Real-Time Events

Rich Contextual Data

101110110001000111110100101010101100001001011011100010000100010001101110110001000111110100101010101100001001011011100010000100010001101110110001000111110100101010101100001001011011100010000100010001

Analyse

Compute The Perfect Response

Deliver The Precise action Proactively and In Context

Customers Are On A Journey “90% of the consumer buying journey now crosses 5 channels”. Google

TECHNOLOGY IS

NOTHING. “

WHAT’S IMPORTANT IS THAT YOU

”

WONDERFUL STEVEJOBS

HAVE FAITH IN PEOPLE, THAT THEY’RE BASICALLY GOOD AND SMART, AND IF YOU GIVE THEM TOOLS, THEY’LL DO SOMETHING

WITH THEM.

One Sentence Business Model

I’m going to do ,

to make better,

as measured by ,

and is worth .

Created by @JeremyWaite

THE GOAL IN BUSINESS IS NOT TO “

SIMONSINEK

TO PEOPLE WHO NEED WHAT YOU HAVE IT IS TO DO BUSINESS WUTH PEOPLE WHO

BELIEVE

SELL

WHAT YOU BELIEVE”.

thank y u

@JEREMYWAITE | @SALESFORCE | SLIDESHARE.NET/JEREMYWAITE

Spark?

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@JeremyWaite