Post on 14-Sep-2014
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Alex WolinVice President, AmericasSalesforce.com
Únete a la conversación
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, attrition, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, subscriber attrition, interruptions or delays in our Web hosting, breach of our security measures, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K filed and our quarterly report for the most recent fiscal quarter ended October 31, 2008. These documents are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Delivering Great Service Has Never Been More Important
2001 2002 2003 2004
0
20
40
60
80
-20
-40
DJIA:- 5%
S&P 500:- 19%
ACSI Highest Rated Service Companies:
+75%
Cha
nge
in S
tock
Pric
e (%
)
Source: Journal of Marketing, “Customer Satisfaction and Stock Prices”, January 2006
The Old Model is not Working
But Can’t Connect Here:Built for This:
Discussion Forums
The Cloud Community
Company Websites
Contact CenterContact Center
Upgrades & Maintenance Impact Satisfaction
New Software Installation
Hardware Upgrades
Customization Reprogramming
Integrations Reconfiguration
Performance Tuning
Testing
DissatisfiedCustomer
Isn’t there a better way to run your call center?
1980’s: Call Center
Your Customers’ Approach to Service Is Evolving
Today: The Cloud1990’s: Contact Center
EmailChatPhone
More Channels More ConnectedMore Experts
Success Means Connecting with Customers Everywhere
PhoneEmailChat
Your Contact Center
Your Contact Center
SalesMarketingResellersOEMs
Your Business & Partners
Your Business & Partners
Self-ServiceForums
Your WebsiteYour Website
The Cloud CommunityThe Cloud
Community
Our Mission: Cloud Computing Driver, Catalyst & Evangelist
1960’sMainframe
1980’sClient/server
TodayEnterprise Cloud
Computing
Applications Moving to the Cloud
TodayCloud Computing
Applications
1960’sMainframe
1980’sClient/server
1960’sMainframe
1980’sClient/server
Platforms Moving to the Cloud
TodayCloud Computing
Platforms
The Cloud Computing Model: Right for These Times
Multi-Tenant:
Pay As You Go:
Elastic:
No Capital Expenditure
Predictable Operating Costs
Scales With You
The world’s most complete cloud applications (software-as-a-service)
The fastest way to build apps on a cloud platform (platform-as-a-service)
Real-time cloud infrastructure (infrastructure-as-a-service)
The Real-Time Cloud
Unlimited Real-Time Customization
Granular Security & Sharing
Real-Time Workflow& Approvals
Programmable User Interface
Real-Time Mobile Deployment
Real-Time Analytics
750+ Integrated Applications
Salesforce Delivers The Real-Time Cloud
Multitenant Kernel
ISO 27001 Certified Security
Proven, Real-Time Scalability
Programmable Cloud Logic
Real-Time Sandbox Environments
Integrated Content Library
Real-Time Web Sites
Salesforce to Salesforce
Proven Real-Time Integration
ProvenReliability
Real-Time Upgrades
3 Global Data Centers & Disaster Recovery
Real-Time Query Optimizer
Real-Time Transparent System Status
Industry “Leader” for the Service Cloud
April 3, 2009
2009 Magic Quadrant for Customer Service Contact Centers
The Cloud Computing Leader for Service & Support
54%
1 Keith Dawson, Principal Analyst, Frost & Sullivan, May 15th 2009, “North American Customer Service & Support Applications Market”
2008 Market ShareCustomer Service & Support Cloud Computing Applications
EverybodyElse
Helping Over 8,000 Service Organizations Move to the Cloud
95%Will Continue to Use Salesforce
93%Would Recommend to Others
75%Have Already Recommended
Source: Independent third party, MarketTools Inc. survey conducted June 2009 across 6,000 customers.
Customers Succeed in the Service Cloud
Average Improvements of 3,500+ Salesforce Customers Surveyed by Market Tools, Inc., December, 2008
Service Cloud Manager
Phone Search
Join the Conversation
Chat
Social
Service Cloud Keeps You Connected Everywhere
Community
Customer PortalPartners
Run Your Contact Center in the Cloud
Quicker On-Boarding More Productive Agents Faster Case Resolution
Chat
Complete Case Management
Workflow and Escalation
CTI & Chat Integration
Phone
The Long Tail of Knowledge Escapes Most CompaniesFr
equency
of
Quest
ions
Types of Questions
Your Experts’
Knowledge
CommunityKnowledge
20% 80%
Harness Knowledge Across Every Channel
Fully Integrated Mutli-Tenant Highly Relevant
Bring the Best of the Web to Your Customers
Track Service Cases, Find Knowledge
…And Lower Service Costs
Deliver Help & Training, Customize the Experience
Connect with Customers, Capture Answers & Ideas
Deliver Faster, Any-Time Service
Drive Customer Adoption
Build Your Customer Community
$7.50 50¢
Call Center Interaction
Self-ServiceInteractionSource: Garnter How to
Justify a Self-Service Implementation, Dec, 18, 2007
Customer Portal
Join Community Conversations in the Cloud
Public KnowledgebasePublic Ideas ForumsForce.com Sites
Salesforce for Twitter
How do I fix this product? Search
Facebook Answers
Cloud-Native Platform
Search Social Social
Extend Your Community to Facebook
Source knowledge from 250+ million experts on Facebook.
Salesforce Answers
Your Customers Are Tweeting About You
How do I fix this product?
update
Your Customers Are Tweeting About You
Increase Customer Satisfaction
Monitor & Join Twitter Conversations
Capture Knowledge from the Twitter Community
Share Knowledge from Tweets
Available at No Charge on the AppExchange
Salesforce for
Cloud Computing Platform Lets You Deploy Quickly
Our Customers Deploy in…
12 weeks
12 weeks
6 weeks
14 weeks
8 weeks
4 weeks 12 weeks
12 weeks 12 weeks80 Days37 Days
Enterprise:SMB:
Source: Independent third party, MarketTools Inc. survey conducted Dec. 2008 across 3,000 customers.
Service Cloud DemoService Cloud Demo
Salesforce for TwitterSalesforce for Twitter
What’s next?
Visit our Youtube Demo Site: http://www.youtube.com/user/salesforce
Start a Free Trial @ www.salesforce.com/mx
Email me at awolin@salesforce.com
Thank you