The Desktop is Dead... Let s Talk About the Living! Bruce Richardson, Chief Enterprise Strategist brichardson@salesforce.com
The Customer Revolution
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About Us: World s #1 CRM Cloud Computing Innovation 2011, 2012, 2013
1 % Time Equity Product 500,000+ Hours Service $50M+ Grants 18,000 Non-profit organizations
Become a Customer Company Connect With Your Customers in a Whole New Way Connected Employees Connected Partners Connected Customers Connected Products Cloud Mobile Community Social
Customer Revolution Social Mobile Big Data Community Apps Cloud Trust
Social Revolution Customer Companies Engage on Social Channels Share Feeds, Profiles, Groups, and Files 4.5 Billion Aggregate Social Users
Twitter Files for IPO
Look at the Growth in the Last Year: September 2012: Facebook: 900 Million LinkedIn: Twitter: 177 Million 140 Million September 2013: Facebook: 1.15 Billion LinkedIn: Twitter: 238 Million 300 Million
Which Gamer Wants to Talk to An Agent on the Phone? Twitter Is the New 1-800 Number 80+% Resolution Through Self Service Communities Exceed 500K/Gamers/Month.
Touch Revolution More Tablets Sold Today Than PC s 1.7 Billion Touch Devices Shipped in 2012 We re Now A Mobile-First Product Development Company
What s In Your Pocket? Early Adopter
What Do You Do When 90% of Your Employees Don t Have a Desk? Branded Social Intranet Built Mobile First Key Business Metrics Customized For Each Teammate Collaboration For Every Department Business Users Update Content in Real-Time
Sales Product Service Customer Profile Marketing Creating a Consistent Experience in the Store, on the Web Creating New Digital Experiences 70% of Employees Are Under 30
Big Data Revolution Collect Customer, Product and Usage Data Rise of Predictive Analytics 6.6 Billion Network Connected Objects by 2017 Source: Bosch Software
Philips New Cooker Linked to Recipes
FitBit + Wi-Fi Scale = Weight and BMI
From Telematics to Driverless Trucks
Community Revolution For Customers, Employees, Partners, and Suppliers Great Loyalty Tools
Ford Builds a Network of Advocates Created 1 st Social Car Launch with Ford Explorer Built Ford Social, a community for insider info & ideas Empowered dealerships to publish, analyze & update social content #2 company in global social mentions
GE Capital Built a Network for SMBs #1 Enterprise Social Network Use It to Form Relationships with CEOs
Open Innovation @ Dell IdeaStorm Has Received Nearly 15,000 Suggestions. Dell Has Made About 500 Refinements Based on Them. Crowdsoucing Is Hot at Food/CPG Companies.
Talent Communities
Ecosystem Revolution Every Company is Building Mobile Apps Customer Companies Use Apps to Interact with Customers
Do You Have Your Own App Store?
Cloud Revolution $111 Billion Industry in 2012 18% YOY Growth Many F500 Companies Adopting a Cloud First Strategy
Realtor: This would be a great place for your data center. CEO: What data center?
Cloud Revolution Earn Customer Trust Build Relationships on Equal Terms Respect Privacy, Identity & Money
Trusted: Our Highest Value Trust.salesforce.com Transactions per Quarter 79B Transactions Average Page Time FY12: 306ms FY13: 241ms
The Future: All Business Processes Are Social... Supply Chain Logistics New Product Launch Sourcing S&OP Business Planning Product Development Trade Promotion Mgmt
Next: Social Listening + SC Ops Centers? And Visual, Too.
Become A Customer Company: Connect With Your Customers in a Whole New Way Connected Employees Connected Partners Connected Customers Connected Products