Business is now Social, Jeremy Cooper, Salesforce.com
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Transcript of Business is now Social, Jeremy Cooper, Salesforce.com
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Social Jeremy Cooper Regional Vice President, Asia Pacific
salesforce.com
Thursday, 16th September 2010
Bangalore, India
Business is now
Welcome to Cloud
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Cloud Computing For more than a decade, The Consumer Web has been showing business a better way
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Email Users
Social Networking Users
Social Networking Users
Surpass Email Users on 7/09
Source: Morgan Stanley Internet Mobile Report, December 2009
Data is for unique, monthly users of social networking and email usage.
2009: Social Networking Surpasses Email
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Top Internet Use Cases
Search
Source: Morgan Stanley Internet Mobile Report, December 2009
6/06 9/06 12/06 3/07 6/07 9/07 12/07
3/08 6/08 9/08 12/08
3/09 6/09 9/09
Broad Change in Internet Usage
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2005 2006 2007 2008 2009E 2010E 2011E 2012E 2013E
Desktop
Smartphones
Notebook PCs
Source: Morgan Stanley Internet Mobile Report, December 2009
Device Shipments
Next Generation Devices Changing how we access the Internet
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Amazon.com
Tabs
Pull
Click
Desktop
Fixed
Location Unknown
Windows/Mac
Feeds
Push
Touch
Smartphone/Tablet
Mobile
Location Aware
Cocoa/HTML 5
2000 2010
The Facebook Imperative The World has changed!
Collaboration . Real-time . Mobile Low Cost . Fast . Easy-to-use
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Internal Networks External Networks
Customers & Partners
How can social networking/media:
• Leverage my customers for innovation?
• Help me protect and manage the brand?
• Create a better and differentiated experience?
• Create new revenue channels?
Employees
How can social networking/media:
• Make my employees more productive?
• Make my company more competitive?
• Attract and retain employees?
Corporate Networks How can social networking/media help?
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Today, It’s Impossible To Stay On Top Of Everything
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Today, It’s Impossible To Stay On Top Of Everything
It’s frustrating to hear…
A colleague knows
key decision maker
…after losing
the deal
Prices have
changed
Problem at a key
customer
…after sending
the proposal
…after the customer
has left
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Status Updates . Profiles . Feeds . Filters
- The Economist November 2009
The Consumer Web Has Shown Business A Better Way 500M+ people collaborate every day
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Bob Iger CEO, The Walt Disney Company Fortune Brainstorm Tech 2009
Status Updates . Profiles . Feeds . Filters
On Facebook, the Insights Come to You
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What if enterprise collaboration worked like
Facebook?
But was private, secure, and trusted?
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People Documents Apps
Mark Silber
Qualcomm
Welcome To Cloud Business Insights Come To You
Status Updates . Profiles . Feeds . Filters
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Why Does Chatter Matter? Enterprise Collaboration
Interact Globally
Share Presentations &
Documents
Collaborate With Dashboards
Visibility Into Workflow
Help Sales Close Deals Communicate With Team & Groups
Follow Campaign Performance
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“ There’s no reason why businesses can’t be more:
Insightful
Productive
Spontaneous
… better still a far more Fun place to work. ” Sumeet Vaid
Founder & CEO
fFreedom Financial Planners
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Customers & Partners
How can social networking/media:
• Leverage my customers for innovation?
• Help me protect and manage the brand?
• Create a better and differentiated experience?
• Create new revenue channels?
Employees
How can social networking/media:
• Make my employees more productive?
• Make my company more competitive?
• Attract and retain employees?
Business Networks How can social networking/media help?
Internal Networks External Networks
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How We Think About Communities @ Salesforce Salesforce Marketing Model: Dialogue-Centric
Customers
Bloggers
Twitter/Facebook
Analysts
Press
Launch events
Website
Events
Demand generation
Lead management
Salesforce communities
Salesforce Ideas, Blogs & Answers
Twitter/Facebook
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Three Pillars To Our Community Salesforce Marketing Model: Dialogue-Centric
Knowledge
Answers
Blogs
Ideas
Community On
Our Site
User Groups
Testimonials
YouTube
Our Official
Social Media Channels
Flickr
Slideshare
Video
Forums
Blogs
Conversations
On Other Sites
Mainstream
News
Images
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Crowd Sourcing Tapping our Global Customers for Innovation
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• 10,335 ideas
• 230,233 votes
• 23,501 comments
• 400 ideas delivered
• Transparent feature requests
• Analytics for Product Managers
• Closed idea loop for users
Crowd Sourcing Tapping our Global Customers for Innovation
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Crowd Sourcing Leading companies tapping their External Networks for Innovation
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How Can Companies Join The Conversation? Today’s Contact Centres Cannot Connect with Customers
Email Chat Phone
Companies
have invested here
But customers
are over here (in the Cloud)
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Customer Service @ Bank of America Joining The Conversation
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1980s Client/server Computing
1970s Mini Computing
1990s Desktop Internet Computing
2000s Mobile Internet Computing
1960s Mainframe Computing
Frequency & Volume Are Being Dialled Up Why Businesses MUST Get Social
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