The Blowfish Effect

Leyla SekaSVP & GM

lseka@salesforce.com

BigHow do you look

when you’re ?small

Technology Fuels Growth

58%Faster

Deployment

Dashboard to our lives

Mobile

5BSmartphones

by 2017

4.5BAggregate

Social Users

CloudSocial

Automate & Scale Personalized

Interactions Across Your Company

Plan for Growth

Choose Apps That Don’t Suck

Whole Company Support

for Happy Customers

Find Apps That Connect and Scale

Explosive Growth from the Ground Up

2,300+ Apps

2.4M+ Installs

Doubling Down on Growth

All-in-One Customer Support App for Fast-Growing

Companies

SocialSupport

CaseManagement

Self-Service

MobileAccess

SimpleSetup

KnowledgeBase

Multilingual Support

BusinessInsights

• Web-based app for managing payroll

• ~100 cases resolved/day

• More than $400M in payroll dollars

processed since Desk.com implementation

Anticipate Growth by Connecting Apps

Users Demand Intuitive Apps,

Personally and Professionally

Evaluate Apps for Usability

• Fast?

• Easy?

• Feed first?

• Constant updates?

• Get things done?

• Minimal clicks?

• Search?

Whole Company Support Drives

Customer Success

Bad Support Lost Customers

50% of customers 50% of small businesses

Leave vendors for

poor customer serviceFail in the first 5 years

Unhappy Customers Make Noise

“If you make customers unhappy in

the physical world, they might each

tell

6 friends.

If you make customers unhappy on

the Internet, they can each tell

6,000 friends.”

-Jeff Bezos, Founder & CEO

Customers will spend more with

a company because of positive

customer service experiences

75%

Everything else

Source: Most Companies Fai Customer Service Test, Michael Hess http://www.cbsnews.com/news/most-companies-fail-customer-service-test/

Happy Customers Are More Loyal &

Spend More

Go Beyond the Traditional 360 View

• Personal Customer Details

• Purchase History

• Interactions – Are They Happy?

• How do they talk about you?

• Who have they told about you?

Know Your Customers Better Than Ever

Keep Track with the Right Apps

Empower Every Employee to Provide

Support to Every Customer

Sell More, Faster

Plan for Growth

Choose Apps That Don’t Suck

Enable Whole Company Support

Thank you

Leyla SekaSVP & GM

lseka@salesforce.com