A NEW ERA OF COMMERCE A REVEALING LOOK AT THE CHALLENGES FACING TODAY S DIGITAL BRANDS

Transcription

1 A NEW ERA OF COMMERCE A REVEALING LOOK AT THE CHALLENGES FACING TODAY S DIGITAL BRANDS WITH SUPPORT FROM SALESFORCE PAGE 1

2 TABLE OF CONTENTS 1 Summary 2 Key Findings 3 State of the Digital Market 5 Top Priorities When Selecting an ecommerce Technology 7 ecommerce Challenges Point to a Lack of Customer Visibility 10 Major Brands Experience Magnified Pain Points 12 Inefficiencies Plague Industry Leading Providers 15 The Way Forward 16 Methodology 17 About CloudCraze

3 SUMMARY Digital commerce is a critical channel for revenue for B2B and B2C brands alike. The challenge for brands is continuously adapting their ecommerce offerings to meet the changing needs of buyers. For B2B brands in particular, business buyers demand a purchasing experience on par with popular B2C brands, with customized ordering capabilities, personalized product recommendations, rich content, peer reviews and user-friendly sites. Companies looking to grow digital revenue must meet these specific customer needs, while implementing back-end capabilities essential to success, or risk losing business to more nimble competitors. Although many marketers and IT personnel understand the missing elements in their online experience, they often don t know where to begin. How much should they spend on commerce technology implementations and maintenance? Which provider is best? What features will appeal to buyers? Too many brands proceed with solution providers offering legacy systems without considering all factors, resulting in inflexible technology that costs millions of dollars to implement and maintain, and worse, fails to meet customer needs. To help brands better navigate the commerce market, CloudCraze, with support from Salesforce, set out to determine the challenges, pain points and opportunities for growth across B2B and B2C markets. We surveyed more than 300 marketing and IT professionals about what they need in a commerce site, and the challenges they currently face. Many of the survey questions focused on the difference between back-office Enterprise Resource Planning (ERP) and front-office Customer Relationship Management (CRM) commerce systems, and the unique nuances of each. For further clarity, we defined a CRM-based commerce platform as a commerce platform that sits on top of a company s CRM technology, a tool used to manage and analyze customer interactions and data throughout the customer lifecycle, such as Salesforce. In contrast, an ERP-based commerce platform is hosted on premise and tied to a company s back-office enterprise system that manages internal business processes, such as product planning, cost, manufacturing or service delivery. Examples include SAP, IBM or Oracle. The findings indicate that brands have an opportunity to drive revenue with turnkey solutions that can scale and be customized to fit their changing needs. Relying on well-known ERP technology providers such as Oracle or SAP might feel like a safe option, but typically the final product is too rigid and lacks the customer-centric approach that the vast majority of brands require today. The 2016 State of Digital Commerce Report offers insight into where B2B and B2C commerce fall short when it comes to offering a cohesive commerce experience across devices, and highlights the key improvement areas for brands to excel in a new era of commerce. PAGE 1

4 KEY FINDINGS Key findings from the survey reveal significant issues when it comes to the cost and speed to market for commerce site implementations today, along with a general lack of site flexibility and efficiency due to a reliance on legacy systems. ecommerce implementations are costly: 31 percent of brands spent more than $2 million for their current ecommerce site Speed to launch for ecommerce technology is an issue for many brands: 44 percent say it took longer than a year to implement their current site Cost and speed-to-market issues are magnified with the largest companies: It took 73 percent of the largest companies (more than $25 billion in revenue) longer than a year to implement their current ecommerce sites and over one-third of these organizations paid more than $3 million to build them Companies face problems with scalability and flexibility: Quickly updating to the customer and company s evolving needs, scaling to the changing market, and getting a holistic view of the customer are the top three pain points for ecommerce brands Companies view CRM-based systems as more innovative than ERP systems: 48 percent of respondents believe CRM-based systems are more innovative Supply chain communication is inefficient: Less than one-third of the total respondents consider their supply chains to be very transparent Cloud-based systems are more transparent and reactive than on-premise systems: Cloud users report their supply chains are very transparent (31 percent) and very reactive (39 percent) compared to only 9 percent and 15 percent of on-premise users respectively Legacy systems experience challenges with scalability, flexibility and customer visibility: Roughly twothirds of brands using legacy systems report each of these challenges PAGE 2

5 STATE OF THE DIGITAL MARKET Both B2B and B2C brands know that a sophisticated digital presence is vital to ecommerce success, and most are willing to invest significant time and effort into their presence. But more money and more time investment does not immediately translate into greater ROI. Companies need to strike the right balance between spending time and money, and delivering on customer expectations. 70% PAID MORE THAN $1 MILLION FOR THEIR SITE 53% AGREE OR STRONGLY AGREE THEIR ECOMMERCE SYSTEM IS AS PROFITABLE AS POSSIBLE 30% PAID MORE THAN $2 MILLION FOR THEIR SITE The survey revealed that while companies are spending big money to build their sites, many still lack critical features and functionality. More than two-thirds of survey respondents (70 percent) say they paid more than $1 million for their current commerce site, with nearly one-third (30 percent) reporting they paid more than $2 million. Yet, only about half (53 percent) agree or strongly agree that their current commerce system helps them be as profitable as possible. APPROXIMATELY HOW MUCH DID YOUR ECOMMERCE SITE COST TO IMPLEMENT? 39% 13% 17% 20% 11% $0-$500,000M $500,000-$1M $1M-$2M $2M-$3M $3M For the vast majority of respondents, the time it takes to launch their ecommerce site and generate sales is far too long. Eighty-nine percent of respondents said it took more than six months to implement their current ecommerce site, and more than two-in-five (41 percent) reported that implementation took longer than a year to complete. PAGE 3

6 HOW LONG DID YOUR CURRENT ECOMMERCE SITE TAKE TO IMPLEMENT? 47% 11% 25% 17% 1-6 MONTHS 7-12 MONTHS MONTHS MONTHS High costs and slow speed to market are all too common for ecommerce implementations, creating a large gap between cost and return on ecommerce technology investments. Despite investing millions of dollars and significant time into their ecommerce implementations, many organizations are still unable to maximize profits. "MOST COMPANIES ARE ALREADY RUNNING SALESFORCE OR ANOTHER CRM SYSTEM, WHICH MEANS THE TIME AND COST OF IMPLEMENTING INFRASTRUCTURE, SERVERS, SECURITY AND BACKUP FOR A CRM-BASED COMMERCE SYSTEM IS ZERO." -RAY GRADY, EXECUTIVE VICE PRESIDENT PAGE 4

7 TOP PRIORITIES WHEN SELECTING AN ECOMMERCE TECHNOLOGY For brands across industries, driving revenue is the top priority when it comes to defining success on digital channels. When deciding which digital commerce technology to implement, brands look at the potential revenue impact and how it meets customer expectations and demands. Marketers and IT professionals also value the ability to monitor and react to customer actions in real time. Nearly nine-in-ten respondents (86 percent) reported real-time analytics capabilities as an important or extremely important capability when selecting a digital commerce technology. PLEASE RANK EACH CONSIDERATION IN THE ORDER OF WHICH THEY ARE MOST IMPORTANT WHEN MAKING COMPANY DECISIONS ABOUT TECHNOLOGY SYSTEMS. (1 BEING THE MOST IMPORTANT, 4 BEING THE LEAST IMPORTANT) 18% 32% 28% 22% 29% 25% 23% 23% SPEED-TO-MARKET CUSTOMER PREFERENCES 33% 37% 26% 26% 14% 16% 20% 27% REVENUE STREAM COMPETITOR SYSTEMS 41% 45% HOW IMPORTANT ARE REAL-TIME CUSTOMER ANALYTICS TO YOUR BUSINESS? 13% 2% EXTREMELY IMPORTANT IMPORTANT SOMEWHAT IMPORTANT NOT IMPORTANT PAGE 5

8 Respondents viewed CRM-based systems more favorably than back-office, on-premise ERP systems. Nearly half of respondents (48 percent) said CRM-based systems are more innovative than ERP systems, and 43 percent said they find CRM systems to have a higher level of visibility. In fact, a centralized database for greater customer visibility is highly valued among companies. When asked what they d like to see alongside transaction and order information within a customer record, respondents cited contact and account details and customer support history as their top priorities. 48% 43% CRM SYSTEMS HAVE A HIGHER LEVEL OF VISIBILITY CRM SYSTEMS ARE MORE INNOVATIVE THAN ERP SYSTEMS WHICH OF THE FOLLOWING WOULD BE VALUABLE ALONGSIDE TRANSACTION AND ORDER INFORMATION IN THE SAME SYSTEM OF RECORD? SELECT ALL THAT APPLY 51% 61% 42% 41% 14% CUSTOMER SUPPORT HISTORY CONTACT & ACCOUNT DETAILS RELATED MARKETING CAMPAIGNS CUSTOMER INTERESTS (PRODUCTS/SERVICES) ONLINE COMMUNITY ACTIVITY Survey results indicate that the customer is the ultimate factor when it comes to choosing an commerce solution for B2B and B2C companies alike. But while brands prioritize customer wants and needs when choosing an commerce platform, many technologies fall short when it comes to delivery. PAGE 6

9 ECOMMERCE CHALLENGES POINT TO A LACK OF CUSTOMER VISIBILITY The survey found that quickly updating to the customer and company s evolving needs, scaling for growth and market changes, and gaining a holistic view of the customer are major pain points for brands today. The survey found that many of respondents pain points are significant barriers to achieving their top priorities, indicating a major gap in brands current commerce system capabilities and actual needs. The biggest issues facing companies today involve a general lack of insight into the customers needs and an inability to quickly respond. The survey found that quickly updating to the customer and company s evolving needs, scaling for growth and market changes, and gaining a holistic view of the customer are major pain points for brands today. When asked what they believe will be the biggest challenges in years to come, customer acquisition and retention, and centralized customer data ranked highest. WHICH OF THE FOLLOWING ARE CURRENT CHALLENGES YOU FACE USING YOUR ECOMMERCE PLATFORM? SELECT ALL THAT APPLY 40% 49% 45% 32% 26% 1% GETTING A HOLISTIC VIEW OF CUSTOMERS QUICKLY UPDATING OUR COMMERCE BASED ON ORGANIZATION'S OR CUSTOMER'S CHANGING NEEDS SCALING QUICKLY TO THE CHANGING NEEDS OF THE MARKET BALANCING BETWEEN A FOCUS ON ERP & CRM DELIVERING CUSTOM PRICING AND PROMOTIONS TO INDIVIDUAL CUSTOMERS OTHER FLEXIBLE, USER-FRIENDLY PLATFORMS SOLVE A VARIETY OF PROBLEMS AND ALLOW B2B ORGANIZATIONS TO BREAK INTO NEW CHANNELS FASTER AND REACH CUSTOMERS YOU MAY NOT HAVE SOLD TO HISTORICALLY. THIS GIVES YOU THE ABILITY TO GROW REVENUE AT A SIGNIFICANTLY FASTER PACE. -RAY GRADY, EXECUTIVE VICE PRESIDENT PAGE 7

10 WHICH OF THE FOLLOWING DO YOU SEE AS YOUR ORGANIZATION S LARGEST CHALLENGE IN THE NEXT YEAR? 21% 18% 15% 13% 10% 8% 7% 3% 3% 1% 1% CUSTOMER ACQUISITION CUSTOMER RETENTION CENTRALIZED CUSTOMER DATA REVENUE GROWTH DATA INTEGRITY ISSUES DIGITAL SALES PRODUCT DEVELOPMENT SUPPLY CHAIN MANAGEMENT TYING TOGETHER ONLINE AND OFFLINE SALES OTHER DELIVERY RELATED ISSUES Custom ordering is also a challenge for brands today. Purchasing options in today s B2C space are far more advanced than B2B, which is causing major inefficiencies for B2B brands, especially since custom pricing is so common in B2B purchasing. Almost three in four (73 percent) say self-service ordering would be helpful to optimize the payment process. Currently, a vast majority of B2B respondents (80 percent) say they experience ordering mistakes at least sometimes, with nearly half (45 percent) admitting that they happen often or always. WHICH OF THE FOLLOWING WAYS CAN YOUR CUSTOMERS CURRENTLY PLACE ORDERS? SELECT ALL THAT APPLY 54% 43% 31% 22% 20% 3% FAX ISR SELF SERVICE ONLINE PHONE IN-PERSON OTHER WOULD A SELF-SERVICE APPLICATION BE HELPFUL TO OPTIMIZE THE ORDER PLACEMENT PROCESS? 73% 27% YES NO PAGE 8

11 APPROXIMATELY HOW OFTEN DO YOU EXPERIENCE INACCURACIES IN CUSTOMER ORDERS? 34% 43% 14% 9% ALWAYS OFTEN SOMETIMES NEVER What s more, only three in 10 (30 percent) consider their supply chains to be very transparent. Manufacturers in particular find this to be an area of weakness in their commerce systems, despite the unique need for supply chain efficiency in this industry. In fact, three-in-four manufacturers (75 percent) say their supply chains are only somewhat transparent. Additionally, about nine-in-ten manufacturers believe that increasing the level of engagement with customers would at least somewhat benefit their companies. HOW IS YOUR SUPPLY CHAIN? HOW IS YOUR SUPPLY CHAIN? FILTERED FOR MANUFACTURERS 75% 60% 30% 7% 3% 16% 8% 1% VERY SOMEWHAT SOMEWHAT NON VERY NON VERY SOMEWHAT SOMEWHAT NON VERY NON Mobile appears to no longer be a challenge for ecommerce companies but rather, a must-have capability for all brands. More than 80 percent of survey respondents reported that they offer mobile capabilities to their customers through their current ecommerce system. However, in today s hyper-connected age, companies must design mobile-first experiences. Simply providing mobile access isn t enough mobile ARE CUSTOMERS CURRENTLY ABLE TO ACCESS YOUR ECOMMERCE SITE THROUGH A MOBILE DEVICE? 84% 17% YES NO offerings must be as sophisticated and advanced as the desktop experience. B2B and B2C companies know that meeting customer needs is what matters most, but many are not able to do this effectively. For most, existing legacy, onpremise solutions cause inefficiencies that prevent a customer-first approach to digital commerce. PAGE 9

12 MAJOR BRANDS EXPERIENCE MAGNIFIED PAIN POINTS Of the companies we surveyed that generate more than $25 billion in revenue, most are primarily using IBM and Oracle systems for their commerce sites. And many of these companies are facing unique problems due to their size and reliance on these legacy systems. More specifically, these companies face significant setbacks when it comes to cost to implement and speed to market. For more than 70 percent of these companies, it took longer than a year to implement their current commerce sites, and more than a third spent more than $3 million to build their current site. When compared to the industry averages, these numbers are astounding. 93% OF LARGE COMPANIES ARE USING IBM ORACLE OR HYBRIS AS THEIR ECOMMERCE SOLUTION PROVIDER APPROXIMATELY HOW MUCH DID YOUR ECOMMERCE SITE COST TO IMPLEMENT? COMPANIES WITH $25B OR MORE IN REVENUE 37% 24% 27% 5% 7% $0-500,000M $500,000-$1M $1-$2M $2-$3M $3M HOW LONG DID YOUR CURRENT ECOMMERCE SITE TAKE TO IMPLEMENT? COMPANIES WITH $25B OR MORE IN REVENUE 37% 37% 22% 5% 1-6 MONTHS 7-12 MONTHS MONTHS MONTHS PAGE 10

13 Companies of this size also face very specific challenges in terms of growth and agility. Scaling quickly to meet the changing needs of the market is overwhelmingly the top challenge among brands of this size, with almost 60 percent citing it as their top challenge. WHICH OF THE FOLLOWING ARE CURRENT CHALLENGES YOU FACE USING YOUR ECOMMERCE PLATFORM? SELECT ALL THAT APPLY 56% 37% 39% 39% 2% GETTING A HOLISTIC VIEW OF COSTUMERS QUICKLY UPDATING OUR COMMERCE PLATFORM, BASED ON THE ORGANIZATION S OR CUSTOMER S CHANGING NEEDS SCALING QUICKLY TO THE CHANGING NEEDS OF THE MARKET DELIVERING CUSTOM PRICING AND PROMOTIONS TO INDIVIDUAL CUSTOMERS OTHER Customer engagement is an additional pain point due to the sheer size of these organizations. Roughly 80 percent say they would at least somewhat benefit from increasing the level of engagement with their customers online. For larger organizations, commerce challenges and pain points are more pervasive and severe. But many of these brands are too conservative in their approach, relying on legacy companies like IBM and Oracle when the answer to their problems lies with a more agile solution. With high expectations from customers, executive leaders, public shareholders and other key organizational stakeholders, speed to market and cost reduction have never been so important. 80% SAY THEY WOULD AT LEAST SOMEWHAT BENEFIT FROM INCREASING THE LEVEL OF ENGAGEMENT WITH THEIR CUSTOMERS ONLINE. "SAAS ECOMMERCE TECHNOLOGY ALLOWS YOU TO DEPLOY COMMERCE AND START MAKING SALES MUCH FASTER THAN TRADITIONAL ON-PREMISE PROVIDERS, PROVIDING YOU WITH A VALUABLE COMPETITIVE ADVANTAGE THAT RESULTS IN GREATER ROI." -RAY GRADY, EXECUTIVE VICE PRESIDENT PAGE 11

14 INEFFICIENCIES PLAGUE INDUSTRY LEADING PROVIDERS The percentage of Oracle and IBM users reporting implementations that take longer than a year is 26 percent higher than the average. While big names like IBM and Oracle have long dominated the market, the rise of agile, cloud-based solutions have paved the way for a new era of commerce. Businesses still relying on legacy systems regardless of their size face an array of problems including lack of flexibility, high costs and failure to meet customer needs. Of the organizations using legacy ecommerce systems (Oracle, IBM or SAP/ hybris), most report longer implementation times and higher costs. The percentage of Oracle and IBM users reporting implementations that take longer than a year is 26 percent higher than the average. These users also report much higher implementation costs, with 40 percent of users spending more than $3 million. LEGACY SYSTEMS INDUSTRY AVERAGE 53% 42% 40% 30% IMPLEMENTATIONS LONGER THAN ONE YEAR SPENT MORE THAN $2 MILLION TO IMPLEMENT SAP/hybris users specifically face unique problems when it comes to profitability. More than one in three (36%) do not believe their ecommerce system helps them be as profitable as possible. This number is about twice as high as the industry average. 36% 18% HYBRIS/SAP INDUSTRY AVERAGE PAGE 12

15 Legacy systems across the board experience challenges with scale, flexibility and customer visibility. The following chart shows the percentage of brands using each major system that reported the following: IBM HYBRIS ORACLE 64% 58% 54% 58% 61% 48% 41% 39% 46% INABILITY TO SCALE QUICKLY TO THE CHANGING NEEDS OF THE MARKET INABILITY TO QUICKLY UPDATE THEIR COMMERCE PLATFORM BASED ON THE ORGANIZATION S OR CUSTOMER S CHANGING NEEDS INABILITY TO GET A HOLISTIC VIEW OF CUSTOMERS These problems persist when looking at onpremise system users as a whole, regardless of the system provider. The most obvious difference between cloud-based and on-premise systems is where applications and servers are held. The former leverages existing cloud infrastructure via the web, while the latter requires physical servers hosted on site. But the more important and costly differences lie in the ease of application management, deployment, and upgrades. 9% >10% 31% 11-25% CLOUD-BASED SYSTEM 20% 26-50% 34% 51-75% 76-90% 6% 1% 90%< Typically, organizations realize an increase in the amount of online sales the longer it s using digital commerce, but this isn t the case with on-premise system users. Stagnant growth rates are likely due to a general lack of flexibility among these types of systems. 32% >10% 26% 11-25% ON-PREMISE SYSTEM 30% 26-50% 8% 51-75% 3% 2% 76-90% 90%< While on-premise systems are common among larger companies, cloud-based systems actually process more digital sales. More than 40 percent of cloud-based system users report over half of their total sales happening online, as opposed to only 13 percent of on-premise system users. Almost 60 percent of on-premise system users have been selling goods online for more than five years, as opposed to only 30 percent of cloud-based systems. Typically, organizations realize an increase in the amount of online sales the longer it s using digital commerce, but this isn t the case with on-premise system users. Stagnant growth rates are likely due to a general lack of flexibility among these types of systems. PAGE 13

16 CLOUD-BASED SYSTEM ON-PREMISE SYSTEM 39% 57% 65% 3% 1% 15% 14% 5% VERY SOMEWHAT SOMEWHAT NON VERY NON VERY SOMEWHAT SOMEWHAT NON VERY NON Additionally, on-premise systems have unique challenges when it comes to the supply chain. Brands operating on cloud-based systems are much more likely to report that their supply chains are very transparent and reactive versus those with on-premise systems. CLOUD-BASED SYSTEM ON-PREMISE SYSTEM 48% 48% 63% 22% 4% 0% 11% 5% VERY REACTIVE SLIGHTLY REACTIVE SLIGHTLY UNREACTIVE VERY UNREACTIVE VERY REACTIVE SLIGHTLY REACTIVE SLIGHTLY UNREACTIVE VERY UNREACTIVE Brands relying on legacy or on-premise systems run into serious problems that hinder sales and growth. The inability to scale quickly or respond to changing customer needs is a death sentence in today s ever-changing digital commerce industry. Nontransparent and unresponsive supply chains also lead to significant inefficiencies across the board that can hurt the customer experience and negatively impact sales. PAGE 14

17 THE WAY FORWARD Digital continues to grow at a rapid pace, especially among B2B players. In fact, B2B ecommerce today is a trillion dollar market, more than four times the size of the B2C market, and growing at an annual rate of about 19 percent, according to Forrester Research. As digital commerce gains traction in new industries and becomes the most common point of contact for both consumers and business buyers, brands that do not invest in robust solutions that meet the complex needs of today s customer will fall behind. And just because a system costs more, doesn t mean it s more effective. In the past, organizations relied on legacy systems that operate no differently than print catalogs with clunky ordering systems, poor interfaces and inflexible customization. But today, companies can no longer afford to live in the past. Digital commerce offerings must possess the power to change as customer preferences evolve over time. Additionally, speed to market is critical. As customers demand more, lengthy implementation timeframes have become simply unacceptable. The most agile, robust, and intuitive sites are those that lie on top of on front-office CRM systems that centralize customer data, and that are based in the cloud. Such systems provide the following benefits: A holistic view of customers: By integrating with your CRM system, cloud-based ecommerce systems store all customer information in one place. This offers you a 360-degree view of the customer, giving you the power to upsell, cross-sell and improve customer service. Empowered sales and marketing: On-premise, ERP systems are complicated and often require IT support. With digital commerce on your CRM system, your sales and marketing teams can make updates and provide personalized customer service with little to no technical training. Speed and flexibility: Cloud-based ecommerce systems can be up and running within months. What s more, the technology is flexible, which allows companies to change and scale quickly in response to changing customer needs. Broken down silos: By integrating CRM and ecommerce systems, customer touch points and data become more streamlined. Companies do not have to duplicate customer information, eliminating inefficiencies and extra steps to integrate ecommerce, sales and marketing data. Streamlined ordering: For B2B organizations, order processing can be complicated and time consuming. A cloud-based ecommerce system provides a customized approach to meet each company s unique ordering needs. Streamlined ordering increases order size, reduces processing time and increases average order size. PAGE 15

18 METHODOLOGY The CloudCraze State of Digital Commerce survey was conducted in December of 2015 with support from Salesforce, and surveyed 340 marketing and IT professionals at both B2B and B2C organizations. The breakdown of industries and revenue is as follows: WHAT IS YOUR COMPANY S ANNUAL REVENUE? 34% 31% 19% 8% 9% $100M-$500M $501M-$1B $1B-$25B $26B-$75B $75B< WHICH OF THE FOLLOWING MOST CLOSELY REPRESENTS YOUR INDUSTRY? 22% 22% 9% 4% 3% CPG RETAIL MANUFACTURING BRANDED MANUFACTURING MEDIA AND COMMUNICATIONS 12% 14% 8% 4% 3% FINANCIAL SERVICES MEDIA AND TECHNOLOGY HEALTHCARE HOSPITALITY AND TRAVEL OTHER "THE B2B MARKET FOR ECOMMERCE IS MASSIVE IT S A MULTIBILLION DOLLAR MARKETPLACE THAT IS RELATIVELY UNTAPPED, AND THERE ARE CURRENTLY VERY FEW PROVIDERS OFFERING SAAS SERVICES FOR ECOMMERCE." -RAY GRADY, EXECUTIVE VICE PRESIDENT PAGE 16

19 ABOUT CLOUDCRAZE CloudCraze delivers robust B2B and D2C ecommerce native on Salesforce. CloudCraze enables clients to deploy mobile storefronts quickly, generate online revenue in weeks, and easily scale for growth. In a single Salesforce instance, CloudCraze shares data and processes with existing Salesforce Sales, Service, Marketing, and Community Cloud deployments and it s all easily managed through the point-and-click Salesforce interface. CloudCraze powers ecommerce for Coca-Cola, Avid, Barry-Callebaut, Ecolab, GE, L Oreal, Zimmer Dental and more. For more information, visit ABOUT SALESFORCE Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. For more information about Salesforce (NYSE:CRM), visit: PAGE 17