sales performance excellence event: london
TRANSCRIPT
Sales Performance Excellence London, UK Wednesday 24th June 2015
#SalesforceExcellence
Welcome Gavin Mee, AVP Enterprise Sales, UK, Salesforce
#SalesforceExcellence
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.
The New World of B2B Commerce Jeremy Waite
EMEA Head of Digital Strategy
Creating Customer Consensus Stacey Smith
Senior Director
The Future of Sales Performance William Moxley
SVP Product Management
Sales Performance Excellence - London Keynote Speakers
Mick Hegarty Director, Customer First Faculty
Jeremy Waite EMEA Head of Digital Strategy
Ian Turner Director Sales
Stacey Smith Senior Director
Speaker Panel – Open Q&A Session Sales Performance Excellence - London
12:30 - Registration & Lunch 13:30 – Welcome Gavin Mee, AVP Enterprise Sales, UK, Salesforce 13:35 - The New World of B2B Commerce – Salesforce Jeremy Waite, EMEA Head of Digital Strategy, Salesforce 14:15 - Creating Customer Consensus - Guiding Diverse Customer Stakeholders Through the Purchase - CEB Stacey Smith - Senior Director, CEB 15:00 - Break & Networking
15:30 - The Business of Business is Improving The World
Casey Allred, CEO Effect.Org
15:40 – Customer Panel Gavin Mee, AVP Enterprise Sales, UK, Salesforce
16:15 - The Future of Sales Performance with Salesforce
William Moxley, SVP Product Management, Salesforce
16:55 - Wrap-up
17:00 - Drinks & Canapés
Agenda Sales Performance Excellence - London
Salesforce Ecosystem for Sales Sales Performance Excellence - London
The New World of B2B Commerce @JeremyWaite EMEA Head of Digital Strategy Salesforce
#SalesforceExcellence
Digital Marketing Advantages: B2B v B2C?
Forrester: The New And Emerging World Of B2B Commerce, February 2014
“In the future Amazon.com-like B2C customer experiences will define the standard by which all B2B digital experiences will be measured. Moreover, B2B companies must prepare for a world where mobile is integral to the commerce journey of all B2B buyers.”
“The future of B2B will look like the present of B2C”
Forrester: The New And Emerging World Of B2B Commerce, February 2014
Business has only two functions ~
Peter Drucker
Marketing and Innovation
Pursuit of Happiness
Marketing is too important to be left to the marketing dept.
Fragmented ~ 1:Many ~ Untargeted Seamless ~ 1:1 ~ Journeys
77% of consumers don’t want a relationship with a brand?
HARVARD BUSINESS REVIEW
00:2200:22
“4 out of 5 CMOs anticipate a high level of complexity over the next 5 years ~ but
only 50% feel ready to handle it”.
IBM CMO Study
1. Growing Profitable Revenue
2. Connecting with Customers
3. Competition in the Marketplace
Gartner CMO Spend Survey 2015
Journeys Contacts Content Channels Analytics Apps
Top 3 Marketing Challenges
of CEO’s say… 72% “#1 Priority is better understanding of individual customer needs.”
The Only Agile Omni-channel Platform for Engagement Mobile, Social, Cloud, Data Science
Enterprise Multi-Tenant Cloud for business and IT agility
A Single Omni-channel Platform for effortless journeys everywhere
Cloud Collaboration to harness crowd sourcing and social interactions of employees, customers, partners, and networks
Proven Technology Sales, Service, Marketing, Communities, Analytics, Apps
Complete CRM
Analytics Community Marketing Service Sales Apps
Trusted Multitenant Cloud
Scalable Metadata Platform
Customers Sales Reps Call Center Reps
Field Service
Order Operations Partners
Connected Products
#BigData Faster
Connected Customer
Social Listening
Industry Solutions
Open Ecosystem Orders Services Network Devices Billing
Accounts Assigned Products
75% Executives Ignore Data
PwC
“Your biggest problem is thinking that the current problem you are facing is the problem”. @TonyRobbins
“Companies are no longer competing
against each other. They are competing
against speed”.
YouTube’s 490 million users upload more video in 60 days than the three major U.S. tele
vision networks created in 60 years
“You can’t purchase loyalty”.
Frank Underwood
6 Ways to Grow Your B2B Brand
• Advertising and politeness are the main levers to get customers.
• Speak the truth in all your advertising.
• Don’t focus on “trade” channels if you want to increase your wider influence.
• Editorial content gets 10x more “eyes” than promotional content.
• Respect the right to privacy.
• Attention spans are short. Use big ideas and short sentences.
A 5% Increase in Customer loyalty is everything.
“To Sell “in Norwegian Translates as “Serle” which literally translates as “to serve”.
“Their preferred channel…”
Unnecessary service costs to online retailers due to channel escalation
are $22 million, on average.
Source: Forrester, Embrace Continuous Improvement To Power Customer Service Operations, 11.6.13
Build Relationships. Faster.
#BIGDATA
Volume Velocity Variety Veracity
5B Smartphones
by 2017 Customer Data
Purchase Data
500m+ Social Networks, Blogs
& Forums
Social Data 2.5
Quintillion bytes of data every day
Connected Data
00:05
Thank you
© 2015 CEB. All rights reserved
Creating Customer Consensus
Guiding Diverse Customer Stakeholders though the Purchase
Stacey Smith
#SalesforceExcellence
© 2015 CEB. All rights reserved
Thank You
ceburl.com/Salesforce15
The Business of Business Is Improving The World
#SalesforceExcellence
Salesforce Philanthropic Model
920K+ Service Hours
$85M+ Grants
25K+ Nonprofit Organizations
1% Time 1% Equity 1% Product
Sharethemodel.org
The Business of Business Is Improving The World Casey Allred, CEO Effect.Org
#SalesforceExcellence
Phase 2
Watch the full documentary and donate now
www.nepalrises.com
Speaker Panel
#SalesforceExcellence
Mick Hegarty Director, Customer First Faculty
Jeremy Waite EMEA Head of Digital Strategy
Ian Turner Director Sales
Stacey Smith Senior Director
Speaker Panel – Open Q&A Session Sales Performance Excellence - London
The Future of Sales Performance William Moxley SVP Sales Cloud Product Management
#SalesforceExcellence
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.
The Way Customers Buy Has Changed
CEB: “The Challenger Sales: Driving Growth by Taking Control of the Customer Conversation.” 2014
57 % Through buying cycle before engaging with salesperson
Suspect Prospect Lead Opportunity Order Close
Are you delivering the right message? to the right person? at the right time?
Sales Force Automation is the Foundation for Improvement
Generate More Leads Grow Pipeline Increase Productivity Gain Business Insights
Sales Performance is the Fuel for Growth
Generate More Leads Grow Pipeline Increase Productivity Gain Business Insights
Easier prospecting Full customer insights Sales-ready leads Collaboration Recognition for success
Drive Sales Performance
Sell from Anywhere
Sell Smarter
Sell Faster
Drive Sales Performance
Sell from Anywhere
Sell Smarter
Sell Faster
Engage the Best Leads at the Moment of Interest Marketing Automation
Create a better pipeline of quality leads
Contact the best leads using lead scoring
Give reps their own automated 1:1 marketer
Educate prospects better with lead nurturing
Boost Inside Sales Productivity with Salesforce Console for Sales Sales Console
Get all your information on one customer data desktop
Get instant insights pushed to your screen
Deliver your apps and AppExchange apps into the console
Drive Sales Performance
Sell from Anywhere
Sell Smarter
Sell Faster
Salesforce1 Mobile App Sell from Anywhere on Any Device
All Your CRM
All Your Customizations
Productivity Apps
All Your Custom Apps
Notifications Platform
Action Bar
Stay productive on the go
Connect and collaborate anywhere Access CRM, custom apps, and AppExchange Apps Run your business on your phone
Salesforce1 Mobile App Manage Your Day Anywhere with Mobile Productivity Apps
Today Notes Events Tasks News
Drive Sales Performance
Sell from Anywhere
Sell Smarter
Sell Faster
Drive Sales Performance
Sell from Anywhere
Sell Smarter
Sell Faster
Wrap-up Gavin Mee, AVP Enterprise Sales, UK, Salesforce
#SalesforceExcellence
Thank you