Are You a Customer Company?
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Transcript of Are You a Customer Company?
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Marc Benioff Chairman, CEO
@benioff | facebook.com/benioff | [email protected]
Connect With Your Customers In A Whole New Way
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Become a Customer Company.
Become a CustomerBecome a CustomerBecome a CustomerBecome a CustomerBecome a Customer
ConnectedDrivenObsessedFocusedTrusted
CompanyCompanyCompanyCompanyCompany
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Become a Customer Company: Connect with Your Customers in a Whole New Way
Local
Cloud
TouchSocial
ConnectedCustomers
ConnectedProducts
ConnectedEmployees
ConnectedPartners
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Our Mission:Cloud Computing Driver, Catalyst and Evangelist
Mainframe Enterprise Cloud ComputingClient/Server
Today1960s 1980s
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#1 in Cloud Computing and Customer Relationship Management
#1 Cloud Computing
Sales, Service, Marketing
Innovation 2011, 2012
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Post-PC Revolution: “The End of Wintel”
1960s
Mainframe
1980s
Server
Today
Cloud
SNA LAN/WAN LTE
Terminal ClientMobile
Devices
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Today’s Platform Connects an “Internet of Things”
1960s 1980s Today
1st Generation Platform
Thousands Millions
Billions
Users • Terminals Users • Clients
Users • Devices • Products
2nd Generation Platform
3rd Generation Platform
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Source: Asymco, “The Rise and Fall of Personal Computing”
The Computing Revolution
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x 10x 100x 1,000x 10,000x 100,000x
1960sMainframeComputing
1970sMini
Computing
1980sClient ServerComputing
1990sCloud
Computing
2000sMobile
Computing
2010sSocial
Revolution
The Computing Revolution
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Social
Touch
Local
Big Data
Identity
Community
Ecosystem
Cloud
Trust
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Sharing Feeds, Pro!les, Groups, and Files150 Million Daily Conversations About Companies4.5 Billion Social Users
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Revolutionary InterfacesTablets, Smartphones, PCs1.7 Billion Touch Devices Shipped in 2012
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Geo-aware Devices
Locate Customers
Deliver Targeted Promotions
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Collect Customer, Product, and Usage Data
Gain Insights About Customers
450 Billion Business Transactions / Day by 2020
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Single Sign-on
Portable Identity
Integrated Data and Platforms
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Private & Public Communities
Find Experts and Answers
For Customers, Employees, or Partners
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Apple and Android App Marketplaces
Salesforce AppExchange for Business Apps
Private Ecosystems for Companies
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$111 Billion Industry in 2012
18% YOY Growth
Salesforce.com: #1 Enterprise Cloud Vendor
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Earn Customer Trust
Build Relationships on Equal Terms
Respect Privacy, Identity & Money
USER:
PASS:
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Companies Disconnected From Their Customers
Is Your Company Connected?Your Customers, Employees, and Partners are Connected...
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How do you become a customer company?
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Become a Customer Company: Connect with Your Customers in a Whole New Way
Local
Cloud
TouchSocial
ConnectedCustomers
ConnectedProducts
ConnectedEmployees
ConnectedPartners
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Eight Questions To Become a Customer Company:
1. How do you listen to every
customer?
2. How do you engage on every
channel?
5. How do you create
communities?
6. How do you connect your
partners?
7. How do you connect your
products?
8. How do you deliver apps everywhere?
3. How do you sell as a team?
4. How do you service customers
everywhere?
ConnectedCustomers
ConnectedProducts
ConnectedEmployees
ConnectedPartners
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Become a Customer Company: Connect with Your Customers in a Whole New Way
Local
Cloud
TouchSocial
ConnectedCustomers
ConnectedProducts
ConnectedEmployees
ConnectedPartners
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Salesforce: Customer Company Architecture
Iden
tity Chatter Chatter Communities
Data.com
Multi-Tenant Infrastructure
Sales Service Marketing Work.com AppExchange
Heroku Touch
Data Model
AppExchange Apps
Any System
ERP
Finance
Sale
sfor
ce P
latfo
rmAp
plic
atio
ns a
nd D
ata
Force.com
Any SocialNetwork
Back EndSystems
ConnectedCustomers
ConnectedProducts
ConnectedEmployees
ConnectedPartners
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Thank you.