HAWAIIAN TELCOM UNIVERSITY 2016 OF DIGITAL · 2016-04-20 · Source: Salesforce Customer Relationship Survey conducted March 2015 -May 2015, by an independent third-party, Confirmit

H A W A I I A N T E L C O M U N I V E R S I T Y 2 0 1 6

DIGITALTHE FUTURE OF

G E N E R A L S E S S I O N

3

Welcome to the Age of the CustomerMike CorrVice President, Commercial Sales Southern California & Hawaii

@mikebcorr

mcorr@salesforce.com

Is Your Company Fast/Evolving/Disrupting?How will you stay relevant?

Some Facts:- Businesses that develop innovative products, new distribution channels, and a

strong customer proposition will gain a significant competitive advantage –irrespective of sector.

- Only 71 companies remain today from the original 1955 Fortune 500 list

- Over 40 percent of the companies that were at the top of the Fortune 500 in 2000 were no longer there in 2010

- Businesses that adapt faster to their customer’s needs will own the most market share

…and those that do not adapt?

What is Digital Darwinism? ..it’s when technology and society evolve faster than your ability to adapt

Here’s What Digital Darwinism Looks Like“Oh Yeah, I remember using that all the time!”

Entire Industries Are Being Reinvented With Apps

“Why Software is Eating the World”- Marc

Andreessen

How We Leverage Technology to Transform Our Business

Our Story

2013 • 2014 • 2015 2008 • 2009 • 20102011 • 2012 • 2013

2014 • 2015

2011 • 2012 2013 • 2014

2015

Most innovative companies in

the world

20KFY16 Employees

Salesforce: 4th Largest Enterprise Software Company in the World This Year

4th largest software company based on analyst consensus revenue for FY2017. Salesforce fiscal 2017 guidance provided November 18, 2015: "revenue for the company's full fiscal year 2017 is projected to be approximately $8.0B to $8.1B.”

$6.67BFY16 annual revenue

#1 Our Innovation: One Platform Always On Demand3 Seamless, automatic upgrade releases per year

48 Major releases delivered

Automatic UpdatesCustomization & integration

Features sourced by customer community

App Exchange

#2: Our EcoSystem

Transform your business with powerful apps

Use components to easily build apps with clicks, not code

Solutions for every business requirement

Fast and simple access

Apps

2,800+

Installs

3.2M

#3 Our Technology Model:

Fast innovationMultitenant cloud

Rapid customizationScalable metadata platform

Most trusted enterprise cloudSecurity | Availability | Performance

faster time to market

+70%

Equals Customer Success: Our Platform in Action

Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.

Average Percentage Improvements Reported by Salesforce Customers

increase in revenue

+ 37% + 47%increase in agent productivity

increase in marketing ROI

+ 43%

increase in customer satisfaction

+ 45%

+ 55%faster deployment

+ 48%faster decision making

How We Us Technology to Leverage Massive Amounts of Data

Connected Customers Creating Massive Amounts of Data

Increase in Cases initiated by Internet-connected

devices by 2018

250XWorld’s Data

Created in the last 12 months

90%

Source: Gartner, Inc., Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement, Michael Maoz, 11 November 2014

Every day, we create 2.5 quintillion bytes of data

Your company

of customer data has been analyzed

1< % 77 %of customers are not engaged with companies

You Are Not Alone: The Customer GapYour customers

IoT

DataScience

Social

MobileCloud

Proactive Monitoring = TrustPowered by Thunder

Powered by Thunder Real-Time Trigger Action Intuitive UI 1-to-1 Connected to Salesforce

Capture events from any device and app

Build intelligent real-time logic

Engage proactively and 1 to 1

Dashboard& Reporting

Helping Service Providers Provide

View data from across your business on any device

Instantly group and categorize deals

Identify opportunities to drive higher sales

Filter and customize charts and graphs

How Salesforce Delivers New Products and Services

Business Insider: So far Salesforce has been very successful, $6 billion in sales. But how do you get to the size of $50 billion revenue company?

Salesforce Co-Founder Parker Harris: We get there by listening to our customers.

“

”Business Insider, February 16, 2015

How? It’s An Easy Answer…It’s You

• Customers: Engaged

• Process: Transparent

• Priorities: Crowd-Sourced

• Managers: Accountable

Mobile Payments are Already Gaining Traction

Nearly 15% of Starbucks customers already pay with their phones

60% of consumers use their smartphones to pay because of loyalty benefits.

Welcome to The Internet of Citizens: Philly311

Philly 311: Social, Mobile, Data-driven Service over Every Channel• 5th largest city in the US, handling over 1.5 million citizen inquiries per year• 311 mobile app allows citizens to log cases from anywhere, attach photos & geo-tags, follow reported issues• Communities for collaboration with partners & between departments• Citizens help each other & themselves with self-service Knowledge• Over 1000 police officers equipped with access to 311 records from their vehicles• Service-related data shapes future decisions

Use Case: Engagement Center

“311 isn’t just a phone number. It’s multi-channel customer service. You can call, walk in, log in or tweet to connect to government. For emergencies, you call 911. For everything else, it’s 311.”

Rosetta Lue, Chief Customer Service Officer

World’s Most Trusted Enterprise Cloud

TrustedSecurity

Always onAvailability

Performanceat Scale

GlobalData Centers

EnterpriseCompliance

Five elements of trust that “make our customers believe what we believe”

52%YoY Transaction Growth

99.98%

FY16 Availability

9Global Data Centers

270BQ4 Transactions

4BTransactions/day

recommend Salesforce to others

88%

Salesforce Customers are Our Strongest Advocates

will continue to use Salesforce in the future

93%

- If not now, when?

- If when is 5 years from now…will it be too late?