Tom KaremacherVice President, Small Business, ANZ

SMB Keynote: Learning from Fast Growing Businesses

tkaremacher@salesforce.com

Thank You

Finance

Small Businesses Have a Bigger Seat at the Table

Transportation MediaHealth Retail

Technology is Shifting Customer Expectations

Mobile Cloud Data-driven

Your Customer

“Know precisely what I want”

“Engage with me at exactly the right time”

“Personalize everything”

The New Customer Experience

Customers Demanding a New Experience

Your Customer

Customer Experience is The New Battlefield

36%2011

Companies expecting to compete mostly on the basis of customer experience.

89%2016

Putting customer experience at the heart of your business, how do you do it?

Win More Customers

Keep Customers Happier

Be Ready to Grow

Create Your Amazing Customer ExperienceWith a complete CRM solution

Find Customers Faster

Dominic TolledoVice President Global Sales

Win More Customers

Keep Customers Happier

Be Ready to Grow

Create Your Amazing Customer ExperienceWith a complete CRM solution

Find Customers Faster

Win More Customers

Keep Customers Happier

Be Ready to Grow

Find Customers Faster

Ginger KiddMarketing Manager, Small Business, ANZ

Marketing

Sales

Marketing

Today, Buyers Forge Their Own Paths

Sales

…But Are Those Paths Ending in Purchase?Almost half of B2B marketers and sales reps are struggling to stay relevant

of marketers are struggling to personalize customer

interactions

of sales reps feel they do not have the right information before making a sales call

Source: Forrester Research, Lattice Engines/CSO Insights

48% 42%

You Must Speak the Language of the CustomerKnowing your buyer is key to agile marketing and selling

Smart Timely 1 to 1

Pardot Marketing Automation by SalesforceDrive sales with intelligent, adaptive marketing

Target the best leads with your most relevant offers

Create the easiest path to purchase for each buyer

Align sales & marketing together to close deals faster

+

Pardot

Win More Customers

Keep Customers Happier

Be Ready to Grow

Create Your Amazing Customer ExperienceWith a complete CRM solution

Find Customers Faster

“I love spending my time on data entry”

- Said no sales rep, ever

Information Overload

36Times an Hour

UnavailableNever in the right place at the right time

So little insightWho, what, when, where, why?

So much signalDilutes what you truly

need to focus on.

28Hours Per Week

28Hours per week reading and answering emails

Siloed and Fragmented

36Times an Hour

UnavailableNever in the right place at the right time

So little insightWho, what, when, where, why?

So much signalDilutes what you truly

need to focus on.

79%Of Opportunity Data Never

Makes it in the CRM

No Actionability and Impact

UnavailableNever in the right place at the right time

So little insightWho, what, when, where, why?

So much signalDilutes what you truly

need to focus on. 30,0Emails Per

28Hours Per Week89%Of Managers Believe Reps Can’t Keep Up

CRM of the Future is Intelligent

From To

Logging

Reactive

Relationship Management

Automating

Proactive

Relationship Intelligence

Meet the New SalesforceComplete CRM that’s ready to grow with you

A whole new way to sell

Sales Cloud Lightning Experience

NEW

Meet the New SalesforceComplete CRM that’s ready to grow with you

Instant email productivity

forSales Cloud

Download Today

A whole new way to sell

Sales Cloud Lightning Experience

NEW

Meet the New SalesforceComplete CRM that’s ready to grow with you

eloise@cloud.ie

Remind meif I don’t hear back by Thursday, May 28, 2015 at 6:08 PM PDT

Send lateron Thursday, May 28, 2015 at 2:08 PM PDT

Track when email is viewedEnabled

Your first step with CRM

forSmall Business

A whole new way to sell

Sales Cloud Lightning Experience

Instant email productivity

Download Today

NEW

for Sales Cloud

&

Win More Customers

Keep Customers Happier

Be Ready to Grow

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Stephanie BarnettSmall Business Solutions Engineer

Thousands of classes. One pass.

Choose how you move

No-Sweat booking

Work Out, Worldwide

ClassPass at the start

96%

4%

87%

13%

92%

200Studio Partnerships

2Markets

15Team Members

“With a $60M Revenue Run Rate, ClassPass May Be The Next Uber”

With $2 Million In New Seed Funding, Classivity Rebrands As ClassPass To Add Variety to Your Workout.

ClassPass lands $12 Million with Series A

Work Out Class-Lover, Get Excited: Introducing ClassPass Unlimited — And You Get To Skip The Line.

Sample 46 Fitness Studios Around Miami with ClassPass

ClassPass Comes to Denver, Workout Enthusiasts Can Try Boutique Fitness Studios

Subscription Fitness Club ClassPass Launches in Nashville

ClassPass now available in Philadelphia

Stay Fit: ClassPass Debuts In Vancouver & Toronto

ClassPass Has Landed in London!

With $40 Million In Recent Funding, ClassPass Hires Revenue and Marketing Execs

ClassPass Today

4%

96%

13%

87%

8%

7,000Studio Partnerships

34Markets

170Team Members

ClassPass is a Customer Company

Real-time Instant visibility for managers

Vancouver

TorontoSan Francisco

LondonNew York

Baltimore

1 to 1 A personal relationship

with every studio

Smart Prioritization across 7,000

partner studios

Kathy KnoxDirector of Studio Partnerships • ClassPass

Visibility into Pipeline Leverage Team’s Network Close Key Studio

&

Win More Customers

Keep Customers Happier

Be Ready to Grow

Create Your Amazing Customer ExperienceWith a complete CRM solution

Find Customers Faster

Win More Customers

Keep Customers Happier

Be Ready to Grow

Find Customers Faster

Jane DonohoeSenior Solutions Engineer

Customers Who Leave Don’t Tell You WhyRetention is critical at every stage–from startup, through growth, and into maturity

Source: Ruby Newell-Legner “Understanding Customers”

4%of dissatisfied

customers make complaints

91%of customers simply nevercome back

Today We Measure the Health of EverythingContextual data provides the insights to change behavior and take action

Car Health Home Health Your Health

How are you measuring the health of your customers?

Smart Customer Service, Out-of-the-Box

Customer Health Monitor Predict retention risks to keep customers happy and grow

Agent Productivity Tools Resolve issues quickly, every time

360° Customer View Create consistency between sales and service teams

Luxe Video

www.luxe.com

Transforming the city parking experience

Driving 50% growth month-over-month

Support provided 40% faster via email, text, phone, and Twitter

Fall in love with parking through on-demand valet service

Win More Customers

Keep Customers Happier

Be Ready to Grow

Create Your Amazing Customer ExperienceWith a complete CRM solution

Find Customers Faster

Matt ParkerGM IT & Student Services

Grow Your Small Business

We’re Committed to Your Success

Talk with your account teams

Join our Success Communities

Talk to experts in the SMB Area

thank y u