Business is now Social, Jeremy Cooper, Salesforce.com

Social Jeremy Cooper Regional Vice President, Asia Pacific

salesforce.com

Thursday, 16th September 2010

Bangalore, India

Business is now

Welcome to Cloud

Cloud Computing For more than a decade, The Consumer Web has been showing business a better way

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

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

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

Amazon.com

Tabs

Pull

Click

Desktop

Fixed

Location Unknown

Windows/Mac

Facebook

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

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?

Today, It’s Impossible To Stay On Top Of Everything

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

Status Updates . Profiles . Feeds . Filters

- The Economist November 2009

The Consumer Web Has Shown Business A Better Way 500M+ people collaborate every day

Bob Iger CEO, The Walt Disney Company Fortune Brainstorm Tech 2009

Status Updates . Profiles . Feeds . Filters

On Facebook, the Insights Come to You

What if enterprise collaboration worked like

Facebook?

But was private, secure, and trusted?

People Documents Apps

Mark Silber

Qualcomm

Welcome To Cloud Business Insights Come To You

Status Updates . Profiles . Feeds . Filters

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

“ 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

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

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

Three Pillars To Our Community Salesforce Marketing Model: Dialogue-Centric

Knowledge

Answers

Blogs

Ideas

Community On

Our Site

User Groups

Testimonials

Facebook

LinkedIn

YouTube

Twitter

Our Official

Social Media Channels

Flickr

Slideshare

Video

Forums

Blogs

Twitter

Conversations

On Other Sites

Mainstream

News

Images

Crowd Sourcing Tapping our Global Customers for Innovation

• 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

Crowd Sourcing Leading companies tapping their External Networks for Innovation

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)

Customer Service @ Bank of America Joining The Conversation

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

CONFIDENTIAL – DO NOT DISTRIBUTE

Thank You