How Salesforce.com R&D

Delivers the Cloud

Steven Tamm, CTO CRM, salesforce.com

@tammforce

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Powering the Social Enterprise

Listen &

Analyze

Social

Marketing

Product &

Partners Collaborate

Service &

Engage

Automate &

Extend

Connect & Sell

Social Customer Profile

Employee Social Networks Customer & Product Social Networks

Social Enterprise

Delight Your Customers and Employees

Force.com Powers the Social Enterprise

Common Social Profile Unified Data Model Open Integration

Trusted, Multi-tenant Infrastructure

sites native HTML5 communities

sales cloud

database.com

data.com

chatter A

PIs

/ In

teg

ratio

n

service cloud appexchange

custom apps

force.com

portals

site.com heroku

social customer

profile

Salesforce Architecture

Logic/data Portability

Any Device

Open

No Hardware

No Software

Fast Automatic Upgrades

Pay-as-you-go

Easy

Democratic

Economical

Everyone

The Core of the Social Enterprise:

Multi-tenant Cloud Computing

What Salesforce.com does for you?

YOU

get to focus on innovation We do

Infrastructure

Services

We do

Application

Services

We do

Operations

Services

Customize your CRM

Build your data model

Build your business logic

Build your user interface

Network

Storage

Operating System

Database

App Server

Web Server

Data Center

Security

Sharing

Integration

Customization

Web Services

API

Multi-Language

Authentication

Availability

Monitoring

Patch Mgmt

Upgrades

Backup

NOC

Force.com allowed us to create and deliver a total of 14 applications –

all without the expense and hassles of traditional application

development.

“

”

Multitenancy

One Cloud with Many Customers

Shared Elastic Services

One Data Store per Pod

10K+ Customers per Pod

50+ Pods

All data segregated by customer

All operations include tenant ID

Disaster Recovery

Per tenant encryption keys

What is in a Pod

What Multitenancy Means for Salesforce R&D

No Legacy Teams

Bugs fixed for everyone

One Version

What Multitenancy Means for Salesforce R&D

No Legacy Teams

Bugs fixed for everyone

One Version 200K+ of our Tests

Run your tests as well

Automation

What Multitenancy Means for Salesforce R&D

No Legacy Teams

Bugs fixed for everyone

One Version

Pod Architecture

200K+ of our Tests

Run your tests as well

Automation

Staggered Releases

Scalability across all sizes

What Multitenancy Means for Salesforce R&D

Three major releases/year

Bug fixes every week

Predictability

No Legacy Teams

Bugs fixed for everyone

One Version

Pod Architecture

200K+ of our Tests

Run your tests as well

Automation

Staggered Releases

Scalability across all sizes

What Multitenancy Means for Salesforce R&D

Three major releases/year

Bug fixes every week

Predictability

No Legacy Teams

Bugs fixed for everyone

One Version

Pod Architecture

200K+ of our Tests

Run your tests as well

Automation

Staggered Releases

Scalability across all sizes

Feeds

Profiles

Files

Social Graph

Social

Right Experience

Any Device

Customizable

Mobile

Real-time

notifications

Real-time workflow

Real-time feeds

Real-time

Social Enterprise Platform

Powered by Multitenancy

Open

Open Standards

Open Technologies

Open Interfaces

Open Languages

What Makes Us Different?

“Skate where the puck's going”

Sales and Service are different from 5 years ago

Ubiquity of Mobile Connected Devices

Social replacing Email

Next Generation technologies

Focus and investment shifted

Investing in the Future

True to the Core of CRM

“True to the Core” is a Social Movement Started by

Customers

It Started With An Idea Then a Chatter Group Then A Blog

How We Heard You

Chatter

IdeaExchange

Customer Surveys

Twitter and Blogs (Radian6)

Support Cases

Categorizing the Complaints

All CRM not customizable using the platform

Difficult UI around some CRM features

Technically Difficult Backlog Items

Backwards Compatibility

New Technology

Thank You for Reminding Us

Agile Development tends toward “Large” Features

Quality effort for older features higher

Evolution of database.com makes “new” things easier

Never rest on our laurels

Prioritize Based on Usage and Demand

Prioritize Based On:

User Adoption

Customer Surveys

IdeaExchange Demand

Strategic Importance

Listening to the Customer

We are Listening and Delivering for CRM

We increased investment in CRM development

We created new internal teams and increased staffing

We focused on being “True to the Core”

Delivering 300K+ Idea Points This Year

Idea Points Target Release

Salesforce Mobile for Google Android 26K Winter ‘12

Exception Reporting (outer joins) 41K Spring ‘12

Cross Object Workflow 39K Spring ‘12

Joined Reports 39K Spring ’12

Multiple Contacts on an Activity 49K Summer ‘12

Setup Search 14K Summer ‘12

Delivering Small Ideas

Idea Points Target Release

Filters on Dashboard Components 3K Winter ‘12

Field Updates retrigger Workflow 5K Spring ‘12

Criteria-based sharing for all objects 1K Spring ‘12

Keep column size when editing lists 0K Spring ’12

Reorder search results 1K Spring ‘12

Alphabetize Reports 3K Winter ‘12

Why can't you just fix my feature?

Trust is our #1 value

Backwards Compatibility

Workaround available

Complexity

Multiple Contacts per Activity

State & Country as a Picklist

Country starts with “BH”: Bahrain (BH) or Bhutan (BT)?

We Value Consistent Improvement

API First, Mobile Second, Web Third

One Integrated Platform for All Applications

No middleware needed

Migrate customers to the state of the art at their pace

How You Can Help

Idea Exchange

http://ideas.salesforce.com

Join the Customer Community

Ask your questions

Provide new ideas and vote up your issues

Talk to support if it is a bug

If it’s broken, we want to know!

Dreamforce Community http://dreamforce.com

Join the Chatter Groups

Get support for your ideas from the broader community

Crowd sourced solution

http://developer.force.com

Community Boards for developers

Code sharing for Apex

More information about multitenancy

Search for Force.com Multitenant Whitepaper

in your favorite search engine

Multitenant Magic Webinar http://wiki.developerforce.com/page/Multitenancy_Webinar

@tammforce

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