BECOME A CUSTOMER COMPANY: Connect With Your Customers In A Whole New Way

/pakkai/digital/

@pascal_ly_

/in/pascally

Pascal Ly

Head of Web Marketing – APAC Online

/pakkaily

Agenda

1. Who is salesforce.com

2. The computing revolution

3. How do you become a customer company

4. Marketing in APAC

Who is salesforce.com

Our Mission: Cloud Computing Driver, Catalyst and

Evangelist

Mainframe

Today 1960s

Client/Server

1980s

No Hardware/Software

Subscription Model

Automatic Upgrades

Constant Innovation

Enterprise

Cloud Computing

#1 in Cloud Computing and Customer Relationship

Management

#1 Sales, Service,

Marketing

Cloud

Computing

Innovation

2011, 2012

Salesforce Foundation

16,000 Non-profit

Organizations

Time • Equity • Product

% $40+

Million Grants

410,000+ Hours Service

The Computing Revolution

The Computing Revolution

1960s Mainframe Computing

1970s Mini

Computing

1980s Client Server

Computing 1990s Cloud

Computing

2000s Mobile

Computing

2010s Social

Revolution

x 10x 100x 1,000x 10,000x 100,000x

The Computing Revolution:

New Ways to Connect with Customers

Social

New ways

to connect

Local

New ways to

find customers

Touch

New ways to

use apps

Big Data

New ways to

discover insight

Community

New ways to

collaborate

Identity

New ways to

share data

Ecosystem

New ways to

share apps

Local

Cloud

Touch Social

Cloud Computing

New ways to connect everything

Social Revolution

4.5 Billion Social Users

Sharing Feeds, Profiles, Groups, and Files

150 Million Daily Customer Conversations

About Companies

Touch Revolution

Revolutionary Interfaces

Tablets, Smartphones, PCs

1.7 Billion Touch Devices Shipped in 2012

Local Revolution

Geo-aware Devices

Locate Customers

Deliver Targeted Promotions

Big Data Revolution

450 Billion Business Transactions / Day by 2020 (IDC)

Collect Customer, Product and Usage Data

Gain Insights About Customers

Identity Revolution

Single Sign-on

Portable Identity

Integrated Data and Platforms

Community Revolution

Private & Public Communities

Find Experts and Answers

For Customers, Employees, or Partners

Ecosystem Revolution

Apple and Android App Marketplaces

Salesforce AppExchange for Business Apps

50 Billion+ Apps Downloaded since 2008

Cloud Revolution

$111 Billion Industry in 2012

18% YOY Growth

Salesforce.com: #1 Enterprise Cloud Vendor

Companies Disconnected from their Customers

Your Customers, Employees, and

Partners are Connected… Is Your Company Connected?

How do you become a

customer company?

Become A Customer Company:

Connect With Your Customers in a Whole New Way

Local

Cloud

Touch Social

Eight Questions To Become a Customer Company:

How do you sell as

a team?

How do you service

customers

everywhere?

How do you create

communities?

How do you

connect your

partners?

How do you connect your products?

How do you deliver apps everywhere?

How do you listen

to every customer?

How do you

engage on every

channel?

5

6

3

4

7

8

1

2

1. How do You Listen to Every Customer?

Build a Social Media Command Center

Engage Your Customers

94% Improved Brand Monitoring with the Marketing Cloud

2. How Do You Engage On Every Channel?

Manage Every Interaction on a Single Platform

Deliver a Seamless Customer Experience

37% Improved Campaign Effectiveness with

Salesforce Marketing Cloud

3. How Do You Sell as a Team?

Collaborate on Deals

Enrich Your Profiles with Data.com

Motivate and Align Employees with Work.com

27% Increase in Sales with Sales Cloud

4. How Do You Service Customers Everywhere?

Solve Problems in Real-time

Leverage Experts in Your Company

37% Improved Customer Satisfaction with Service Cloud

5. How Do You Create Communities?

Create Private and Public Social Networks

Collaborate with Real-time Feeds, Files & Updates

39% Increase in Access to Information with Salesforce

6. How Do You Connect Every Partner?

Create Partner Social Networks

Share Leads, Deals, Accounts

29% Increase in Partner Win Rates

7. How Do You Connect Every Product?

3.5 Billion Networked Products by 2015 (IDC)

1.7 Billion Networked PCs

8. How Do You Deliver Apps Everywhere?

Engage Customers Everywhere

Recognize Location

Connect to Social Networks

Become A Customer Company:

Connect With Your Customers in a Whole New Way

Local

Cloud

Touch Social

Salesforce Architecture

Marketing App

Exchange Service Work.com Sales

Chatter

Force.com

Data.com

Multi-tenant Infrastructure

AppExchange Apps

ERP Any System Finance

Back-end Systems Any Social

Network

Salesforce

Platform

Chatter Communities

Heroku Touch

Data Model

Marketing in APAC

My journey to Online Marketing at salesforce.com

Passion is a guide into your career journey

Essentia Finance

CEO

Internence.com Digital specialist

Ingeeny lab Business Unit

Manager

1990s Cloud

Computing

2000s Mobile Computing

Philips Digital Senior Project

Manager

2000 2001 2004 2006 2008 2010

WAP

i-mode

Capgemini IT consultant

weave Operational &

strategy consultant

Internet Bubble

salesforce.com Head of Web

Marketing

2011

2010s Social Revolution

iPhone

My first

time on

internet in

1996

My first email

address on

Hotmail in

1999 – still

using it

APAC is one of the widest and most populated region

More than 4.2B, constituting 60% of world’s population

ANZ market /AU | English

South East Asia, Singapore and Hong Kong market /AP | English

India Market /IN | English

China Market /CN | Simplified Chinese

Korea Market /KR | Korean

Taiwan Market /TW | Traditional Chinese

Our job is to create leads for our business

Leads are in the B2B what Consumer are in the B2C

Community Prospects

Customers

Marketing

Sales

Small Businesses Enterprise Businesses