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PUBLIC RELATIONS AGENCY
GROWTH & INNOVATION AS A SERVICE
Salesforce.com Success Platform as a Service: Growth & Innovation Clouds
INBOUND SERVICE AGENCY
B2B TELESALES AGENCY
DATABASE AGENCY
CRM AGENCY
B2B MARKETING AGENCY
OnboardCRM: Business Process Outsourcing AS A SERVICE
Your Growth & Innovation Partner
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(TARGET) MARKET
COST
C-H-A-O-S-M METRICS TO grow your market share
MEASURABLE GROWTH KPIs: GO-TO-MARKET and CAPTURE-THE-MARKET
HEADCOUNT ACTIVITIES OPPORTUNITIES SALES (ACTUAL) MARKET
Cost Efficiency
H ---- C
=
=
x
x
x
x
x
x
x
x
Market Coverage
C
---- M
Call Productivity
A ---- H
BUSINESS DEVELOPMENT
O ---- A
Sales Conversion
RATE
S ---- O
Market Share
S ---- M
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STEERING PERFORMANCE TOWARDS GROWTH TARGETS
Measurable contribution to bottomline and ability to steer performance towards profitable growth
C-H-A-O-S-M FUNNEL
SALES
OPPORTUNITIES
ACTIVITIES
HEADCOUNT
COST
MARKET
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BEST IN CRM: SALES FORCE AUTOMATION 2014 (GARTNER) BEST in CRM: CUSTOMER ENGAGEMENT CENTER 2015 (GARTNER) WORLD’S MOST INNOVATIVE COMPANY 2011-2014 (FORBES)
SFA #1
CUSTOMER SERVICE #1
#1 in GARTNER MAGIC QUADRANT
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MOST POPULAR & COMMUNITY DRIVEN ECOSYSTEM
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INNOVATION DNA: BUY DISRUPTIVE TECH + LISTEN TO CUSTOMERS
1. ACQUIRE DISRUPTIVE
TECHNOLOGIES
2. IDEA EXCHANGE
“SUCCESS COMMUNITY”
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A history of success
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Winter ’16 Release Preview
Get ready for a new kind of customer success We have reimagined the Salesforce experience in
the Winter ’16 release. Now, you can create 1-to-1
customer experiences, sell smarter, and go faster
than ever before.
+37% Customer
Satisfaction
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Sales Cloud
Introducing the Lightning
Experience:
Modern User Interface
Proactive Sales
Intelligence
Customizable Platform
Analytics Cloud
Sales Wave Analytics
App
Custom Action Menus
Wave Analytics for
Visualforce
External Display for Presentation Mode
Service Cloud
Omni-Channel
Lightning Service Console
S1 Mobile Knowledge
ConFIgurable Self-Service Templates
Social Post Approvals
App ClouD
Process Builder Multiple Schedules
Process Builder Bulk Optimized
Lightning Connect CRUD
Data Loader for Mac
Marketing Cloud
Next Generation
Journey Builder
CRM Powered Advertising with Active Audiences
Next GeneratioN Email
Group Messaging
Social Studio Network Expansion
Community Cloud
Next Generation
Community Builder
Targeted Recom m endations
Rich Text in the Feed
Insights for Community Managers
Relevant at Mentions
Winter ’16 Favorite Features
150+ New Features Continuous Innovation
New Filter & Comparison Operators
Lightning Experience
for Custom Objects
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Modern User Interface With 50 new screens, the new Lightning Experience
puts the most important information front-and-
center. The Home screen, with its highlighted deals
and easily actionable to-do items, makes it easier for
reps to plan their days out at a glance.
List Views with integrated charts bring analytics
and insights into each rep's daily planning and
workflow. With the more intuitive user interface and
productivity gains, sales reps can sell faster than
ever before.
Proactive Sales Intelligence New tools mean sales teams can gain new, deeper
insights into their business. Alerts brings attention to
open to-do items or stalled opportunities, so that reps can
manage their priorities more easily.
With Account Insights, reps can always stay current on
their customers' latest news updates or company
announcements. Which means that every day, sales reps
can focus on what's most important, selling smarter than
ever before.
Customizable Platform The Lightning Experience comes with a whole new suite
of tools to make customizing the sales process easier.
Sales Path lets sales managers build in repeatable,
structured guidance so that reps can make the most
effective decisions at each step of the sales process.
With Page Layouts, sales teams can ensure that the most
relevant information is always being highlighted front-and-
center. Each organization can create their own analytics,
and get insights into their business.
Introducing the Lightning Experience A whole new Salesforce. A whole new way to sell.
Sell in a whole new way Sales Cloud Favorite Features
Click here to learn more.
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Sales Wave Analytics App
Bring the power of Wave to the Sales Cloud
Custom Action Menus Move from insight to action with custom action menus
Wave Analytics for Visualforce
Easily explore your data and quickly answer any business question - all
without leaving Salesforce
External Display for Presentation Mode
Drive data-driven discussions at your next meeting, right from
your phone
New Filter & Comparison Operators
Easily compare dimensions and measures with more precision
from your mobile device
Sales Wave is an end-to-end analytics
app that brings the power of Wave
Analytics to Sales Cloud, and delivers a
new level of insight directly to any
device. Allowing every sales manager
to quickly gain pipeline visibility, track
team performance, and uncover
opportunities to grow their business.
Target User: Sales Managers How to Enable: Contact Salesforce
Product: Analytics Cloud (Pilot)
With new custom actions menus,
you can take advantage of actions
that have been added to Salesforce
objects —directly from Wave
dashboards and lenses. Simply
choose an action such as log a
call, create a new task or update
record status and easily move
from discovery to action.
Target User: All Users How to Enable: Admin-Enabled
Product: Analytics Cloud
Click here to learn more.
Now you can embed a Wave Analytics
dashboard into any Visualforce page.
Drill in, apply filters, and explore any
dashboard - all without leaving the
Salesforce interface you know and
love.
Target User: All Users How to Enable: Admin-Enabled
Product: Analytics Cloud
Click here to learn more.
Presentation mode gets even better,
with the ability to enable an
optimized external presentation
layout. Now, you can drive a data-
driven discussion around a particular
dashboard right from your mobile
device, while projecting an optimized
version designed for an external
screen.
Target User: All Users How to Enable: Auto-Enabled
Product: Analytics Cloud
Click here to learn more.
With the new filter operators for
dimensions—Equals, Does Not Equal,
and Contains—you can more easily
narrow the focus of your lens. Also,
with the new comparison operators
for measures —Between, Greater
Than, and many more—you can
precisely customize your data
visualizations.
Target User: All Users How to Enable: Auto-Enabled
Product: Analytics Cloud
Click here to learn more.
Understand your customers in a whole new way
Analytics Cloud Favorite Features
Click here to learn more.
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Omni-Channel Deliver smarter service by pushing the right work to the right agents,
at the right time
Lightning Service Console
Help your agents work faster in the Console with in-context info
S1 Mobile Knowledge Solve cases faster with
Knowledge in the Salesforce1 Mobile App
ConFIgurable Self- Service Templates
Configure templates easily with
drag and drop components
Social Post Approvals Protect your brand’s reputation
on social media
With Omni-Channel, companies can
dynamically push work to the right
employee based on skill set and case
history. They can control which work
their agents take and in what priority,
and they have the ability to identify
which agents are available, capable,
and have capacity to handle
incoming work.
Target User: Support Managers, Agents
How to Enable: Admin-Enabled
Product: Service Cloud
Click here to learn more.
The Lightning Service Console makes it
easier than ever for agents to access,
digest, and edit the right information
without ever leaving the Console Agents
can now search, in-line edit, and even
create new records, right from Console
Sidebar. Finally, with the new Enhanced
Feed Filters, agents can easily sort and
filter activities by
type, making it easy for them to review
customer communications or internal
information.
Target User: Agents How to Enable: Auto-Enabled Product: Service Cloud Click here to learn more.
The Salesforce1 mobile app now
includes the ability to view
Knowledge Articles on Android and
iOS. Now, any employee away from
their desktop can access Knowledge
articles, and articles related to
cases, right from their mobile
device.
Target User: Support Managers, Field Service Reps, Agents How to Enable: Auto-Enabled Product: Service Cloud
Click here to learn more.
Companies can now easily configure
self-service communities templates
using the drag and drop interface.
With just a few clicks, users can
access the component library to add,
remove, or change the location of
any component in their community.
For a more personalized look and
feel, Admins and developers can
now use Lightning to build custom
components.
Target User: Admins, Developers How to Enable: Auto-Enabled (new
customers), Involved Migration (existing customers)
Product: Service Cloud
Click here to learn more.
In the case feed, the social publisher
has always allowed social care agents to
respond to customers on Facebook and
Twitter. With Winter ‘16, admins can
now create approval processes so that
supervisors can review posts before they
are published. Admins can create
approval processes in Setup; agents can
submit, recall, and retry posts from the
case feed; and supervisors can approve
or reject pending posts in a variety of
ways.
Target User: Agents, Support Managers
How to Enable: Admin-Enabled
Product: Service Cloud
Click here to learn more.
Service in a whole new way Service Cloud Favorite Features
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Lightning Experience for
Custom Objects
Get work done faster with a new
user experience
Process Builder Multiple
Schedules
Quickly configure multiple
schedules for time-dependent
actions
Process Builder Bulk Optimized
Now optimized for bulk, increase efficiencies across your business faster
Lightning Connect CRUD
Create, update, and delete data
in external systems in real-time
Data Loader for Mac Load data from anywhere into
Salesforce with a drag-and-drop tool
for Macs
The Lightning Experience for Custom
Objects brings you a modern user
experience and surfaces the most
important information so that you
can get work done faster and delight
your customers. It is powered by the
App Cloud, so it comes with all of the
benefits of the Salesforce ecosystem
and can be customized with
Lightning App Builder.
Target User: Admins How to Enable: Auto-Enabled
Product: App Cloud
Click here to learn more.
Now, you can schedule all of your
timed actions in one place by
setting up multiple schedules in
the same process. Automate all of
your reminders and follow-up
tasks in one go.
Target User: Admins How to Enable: Auto-Enabled
Product: App Cloud
Click here to learn more.
Now, Process Builder can scale to
handle records in bulk so you can
automate more of your business at once
by triggering it from data loader.
Handling records in bulk will increase
efficiency across your organization and
save you time.
Target User: Admins How to Enable: Auto-Enabled
Product: App Cloud
Click here to learn more.
Lightning Connect is the fastest,
easiest way to connect any data
source to Salesforce, helping
companies connect legacy data with
Salesforce in minutes using point
and click tools. Now, companies can
seamlessly create, read, update, and
delete data in external systems, right
from within Salesforce..
Target User: Admins How to Enable: Admin-Enabled
Product: App Cloud
Click here to learn more.
Now available for Mac, Data Loader
let's you load data from into
Salesforce with point and click
simplicity. Just drag-and-drop to
map your fields, double check with
built-in CSV viewer, and even
perform bulk operations. Loading
data from a Mac into Salesforce has
never been so easy.
Target User: Admins How to Enable: Admin-Enabled
Product: App Cloud
Click here to learn more.
Engage customers with apps App Cloud Favorite Features
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Next Generation Journey Builder
Plan, personalize and optimize every customer journey
CRM Powered Advertising with Active
Audiences
Use customer data in Salesforce for targeted advertising and building lookalike audiences
Next Generation Email
Easily deliver 1-to-1 personalized emails at scale
Group Messaging with GroupConnect
Empower marketers to extend personalized, 1-to-1 customer journeys to messaging apps
Social Studio Network Expansion
Grow your community with the addition of Instagram, YouTube
and Google+ networks
Next Generation Journey Builder
increases the ability to plan, personalize
and optimize customer journeys across
sales, service, marketing, custom apps,
and much more. With the new added
integration for Sales Cloud and Service
Cloud activities you can create journeys
that go beyond traditional marketing
activities. Now, any journey is possible.
Target User: Customer Experience Managers How to Enable: Admin-Enabled Product: Marketing Cloud
Click here to learn more.
Use first party data to run targeted
advertising to your customers on
Instagram and with display ads.
Extend your 1-to-1 cross-channel
customer journeys by advertising to
your customers based on the
information you know about them
and tailoring your ads to send the
right message, to the right person,
at the right time.
Target User: Marketers How to Enable: Auto-Enabled
Product: Marketing Cloud
Click here to learn more.
Easily create and send emails with
new drag-and-drop tools with
Next Generation Email. Be fully in
charge of your campaigns by
easily managing your headers and
footers, changing links after an
email has been deployed, and
clearing the queue of a paused
email. Now, you can easily deliver
1-to-1 personalized emails at
scale.
Target User: Marketers How to Enable: Auto-Enabled
Product: Marketing Cloud
Click here to learn more.
GroupConnect is a mobile messaging
solution that enables brands to extend
personalized, 1-to-1 customer journeys
into messaging apps. Marketers can
identify their new 'friends,' or user profiles,
by linking them to existing marketing data
within GroupConnect. These rich user
profiles extend across all digital channels,
such as web, email, and customer
relationship management systems. Also,
marketers can engage in personalized 2-
way conversations and are empowered to
create 1-to-1 journeys with the billions of
users on messaging apps.
Target User: Marketers How to Enable: Contact Salesforce Product: Marketing Cloud
Click here to learn more.
Build your brand and expand your
community by publishing compelling
images to Instagram, and videos to
your YouTube channels. Save time by
quickly cross posting your video to
Facebook. Publish text, images and
links on Google+ and monitor
performance. Share the top
performing posts with other teams.
Target User: Marketers How to Enable: Auto-Enabled
Product: Marketing Cloud
Click here to learn more.
Market in a whole new way Marketing Cloud Favorite Features
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Next Generation Community Builder
Easily customize a community without code using Lightning
Components
Targeted Recommendations Personalize the community experience for every user
Rich Text FeedS Customize the font and
style of your Chatter feed posts
Insights for Community Managers
Easily monitor the community and take action right from the Community Management page
Relevant At Mentions See the most relevant suggestions
when at mentioning people or groups
Lightning Community Builder and Templates enable any business user – not just developers and IT staff – to quickly
and easily deploy a customized, branded and mobile-optimized community.
Create your own customer community and even develop custom pages with Lightning Components and embed them into the community. In addition, new drag and drop Templates allow customized design, usability and data integration.
Target User: Community Managers, Admins How to Enable: Auto-Enabled
Product: Community Cloud
Click here to learn more.
Targeted Recommendations allow
community managers to suggest
content with specific information or
post an announcement into the feed
and target it to a specific group,
member type or individual. Powerful
algorithms deliver the most relevant
content to each member. The
recommendation algorithms also
identify and surface experts so that
only the most relevant contributors
are highlighted within the community.
Target User: Community Managers, Admins,
Community Users
How to Enable: Auto-Enabled Product: Community Cloud
Click here to learn more.
Rich Text In The Feed allows users to
customize the formatting for
messages they post in the feed.
Empower users to personalize their
messages and allow them to edit
previous posts by adding rich text.
Highlight important portions of a
post by making it bold, italicize
headings or strikethrough portions
of previous posts by editing.
Target User: All Users How to Enable: Auto-Enabled
Product: Community Cloud
Click here to learn more.
Insights make it easy for community
managers and moderators to see
what's going on in a community and
drive community engagement and
adoption. Now community
managers can monitor the
community and take action right
from the Community Management
page. Choose from over 100 pre-
packaged reports to easily customize
Insights to suit any community
manager's needs and add or subtract
reports as needed.
Target User: Community Managers
How to Enable: Auto-Enabled
Product: Community Cloud
Click here to learn more.
Relevant At Mentions make it easier
than ever before to quickly at
mention people and groups. This
new algorithm learns your behavior
to suggest the people and groups
with which you interact the most.
And when in a private group it will
suggest members of the group so
that you can mention people fast.
Suggested names are sorted
alphabetically so people are easy to
find.
Target User: All Users How to Enable: Auto-Enabled
Product: Community Cloud
Click here to learn more.
Engage in a whole new way Community Cloud Favorite Features
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Winter
HR AGENCY
INBOUND SERVICE AGENCY
B2B TELESALES AGENCY
DATABASE AGENCY BUSINESS
INTELLIGENCE AGENCY
B2B MARKETING AGENCY
PUBLIC RELATIONS AGENCY
MOBILE APP AGENCY
SOCIAL ENGAGEMENT
AGENCY
BUSINESS PROCESS OUTSOURCING : SUCCESS AGENCY BUILT ON SALESFORCE.COM INNOVATION PLATFORM
WEB DEVELOPMENT
AGENCY
ONE STOP SHOP: ALL-IN-ONE AGENCY TO BOOST YOUR GROWTH
PAYROLL AGENCY
CRM AGENCY
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PROFITABILITY & PERFORMANCE ON THE CLOUD
Pro
cess
Onboard
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CLOUD ROADMAP: INTEGRATED SERVICES