Cloud Services Achieve business results, faster.
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 product or service availability, subscriber growth, 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, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, 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 for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures 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 presentations, 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.
We Help You Deliver Wow Results Accelerate business value with up to …
52% Increased Adoption
77% Faster
Deployment
5x Performance Gains
in Reports and Dashboards
80%
Higher ROI
Across all
clouds
Delivering Customer Success
Customers who engage Cloud Services have the highest satisfaction rate.
Primary Engineer Program Architect Senior Specialist Success Manager 9.1 Customer Satisfaction
Customer Success Platform World’s #1 CRM
Developer Success Platform 5.5 million apps
World’s most trusted enterprise cloud
Force.com
Heroku Enterprise
AppExchange
Shield
Trailhead
Lightning
Wave
Sunshine
Multitenant Cloud
Marketing Community
Service IoT
Analytics Apps
Sales
Cloud Services Advisors in action
Premier Premier+
Strategic Projects
Accelerators
Mission Critical
Support Advisory Services
Marketing Cloud
Services Innovation & Transformation
Center
Bringing the Customer Success Platform to Life Delivering value across all clouds
Advisory Services Innovation and Transformation Center
Premier Success Plans Accelerators Marketing Cloud Services Mission Critical Support Advisory Services
Advisory Services Strategic Projects
Customer Success
Advisors Focused on Achieving Your Business Goals
Strategic Projects Advisory Services
Listen, advise and design for the best outcome
Customer Success
Focused on outcomes Achieve business value from their Salesforce investment
Unmatched expertise Deep industry and vertical experience, plus best-in-class training
Direct access to Salesforce Insight and expertise that can help you achieve your vision
Program Architect
Advisory Services Strategic guidance from business to IT, speeding time to value
Business Architect
Cloud Solutions
Expertise
Platform Design
Governance
Security & Compliance
Organization & Change
Management
User Experience/
Adoption
Analytics
Big Data
Demand Generation
Marketing Automation
& Campaigns
Enterprise Architecture
Sales Cloud Service
Cloud
Marketing
Cloud
Analytics
Cloud
Community
Cloud
App Cloud
Technical Outcomes • Architecture Assessment
• Accelerate Program Implementation
• Integrate Legacy Systems with New Solutions
• Deployment and Implementation Guidance
• Reduce Upfront and Support Costs
• Secure End-to-End Solution
Expertise to Deliver the Right Outcomes
Business Outcomes • Strategic Roadmap
• Functional Roadmap and Design
• End-to-End Business Process Optimization
• CoE and Governance
• Digital/Marketing Campaign Transformation
Dell works with Salesforce Advisory Services to gain a 360-view of customers. Advisory Services, Premier+, Accelerators
“We saw our Salesforce partners as trusted advisors in joint meetings, helping our business and IT teams achieve their goals.”
Bobbi Dangerfield, VP for Commercial Sales Operations
Salesforce Strategic Projects Highly specialized expert consultants focusing on strategic, custom- scoped projects
Helping you envision and build the right Salesforce implementation to meet your specific business goals
Expert advice
Flexible engagements
Tailored to your business
Senior Business Analyst Technical Architect
Service
Field Sales Complete sales experience on mobile device,
loyalty management
Siebel Retirement
Beyond replacement, leveraging the
best of the Salesforce platform
Channel Sales Partner
Community
BI Quickly deploy
Wave, offered at three levels of engagement
Development as a Service
E-commerce, back end, Heroku
Connect, Hub and Spoke, Security
Big Data Sensors, Internet
of Consumers
AR Operations Reduce DSO and invoice collection
Revenue Operations Renewal and subscription
management
Collections Insights into
bad debt and upsell/cross- sell
Sales IT Finance
Field Service Mobile-first technician experience
B2C/ High Availability Always on, always
available
Omni-Channel Engagement
Center Call center evolution
Social Studio Powerful
listening and engaging social
platform
Campaign Services Monitor,
optimize, and develop high-
value campaigns
Ideation From ideation to execution; ideas
platform and communities
Marketing HCM
Employee Engagement
Empowering HR, IT, finance
Recruiting Transformation & Onboarding Social recruiting
and Trailhead
HR Help desk Employee
engagement
Envision Visioning to define the need, strategy,
and delivery roadmap, journey
forensics
Ignite Collaboration
Incorporated with Ignite research to
deliver the solution(s)
Product Dev User experience
plan & design and strategy
Practice Offerings Packaged, yet customizable offerings to speed deployments with lower risk
Pono creates a socially vibrant community for music lovers. Strategic Projects, Premier+
“I love it! So does the community! Our numbers have doubled since launch. Complete success, ready for further enhancements.”
Neil Young, Musician, Celebrity Founder and Driving Force
Drive adoption and proactively optimize
Customer Success
Premier Success Plans Accelerators MC Services Mission Critical Support Advisory Services
Success plans take your business to the next level.
Success Resources Access to Success Managers, Accelerators, Success Programs, and Admin Services
Exclusive Training Online, role-based, and customized training
Enhanced Support Developer support and 24x7 tech support
Premier Success Plans Supercharge your team with Success Plans for every cloud.
Success Managers
Premier Success Drives Salesforce ROI Reported percentage increase over Standard Success Plan customers
* ROI based on customer survey conducted by independent third-party MarketTools. All other metrics based on Premier customer metadata.
HCPF supports spike in call volume with Premier Success. Gained total configuration access and omni-channel support functionality
Optimized licenses, drove value and process improvements, aligned with government regulations
Introduced productivity and efficiency through custom-built macros
“Salesforce Premier Success has been critical to our success — we couldn’t operate without it.” Christine Comer, Director of Client Services
Over 40 offers that enhance your team’s skills while solving key business challenges
Specialists provide hands-on guidance
Develop best-practices proficiency
Focused on meeting your KPIs
Accelerators Fast, focused engagements that speed business results
NEW
Specialist Principal Specialist Senior Specialist
“The deployment exceeded everyone’s expectations, providing boost to sales productivity and employee collaboration. Success!” -Neil Young, Musician, Celebrity Founder and Driving Force
CenturyLink builds stronger connections with the Customer Community Design Accelerator.
“We wanted a customer community, but didn’t know where to begin. The Accelerator asked the right questions and helped us successfully deploy a customized community.”
Accelerate time to value. Developer and deployment support to help accelerate customers’ time to value.
Maximize performance. Designated support team that will help maximize system performance and expedite issue resolution.
Success Manager
Minimize business disruption. Proactive monitoring of Salesforce orgs, preventing issues before they disrupt customers’ business.
Primary Engineer Technical Engineer
Mission Critical Support Keep issues from disrupting your business, 24/7.
Mitigate & Prevent
Recommend
Communicate & Alert
Assess
Monitor
Rapid Response
Triage
Diagnose
Resolve & Restore
Root Cause Analysis
CUSTOMER CONTEXT
Objectives Alignment
Knowledge Capture
Consistent Communication
Deployment Monitoring
Proactive Engagement
Restorative Engagement
MCS Employs a Proprietary Always-on Methodology
Mission Critical Support helps Akamai stay always-on with Salesforce.
“With traditional support, I feel like I am 1 of 1,000. With Salesforce Mission Critical Support, I feel like I am 1 of 1. MCS helps fulfill our always-on needs and accelerates our time to value.”
Paul Fernandes, VP of IT Akamai Technologies
Marketing Cloud Services Make your digital transformation vision a reality.
Get better, faster results. Transform the customer journey with tailored services focused on driving outcomes.
Leverage proven expertise Get best-in-class industry, marketing agency, and product expertise.
Maximize business impact. Maximize product investment, optimize operations, and accelerate your ROI. Campaign Manager Solution Architect Solution Architect
Mattel crafts a life-long, cross-channel customer journey. Marketing Cloud Services, Premier+
Marketing Cloud Services helped align overall business strategy with technology and operations to deliver customer-centric journeys globally that drive business results and provide a connected experience across all brands and digital touchpoints.
Advisory Services Innovation and Transformation Center
Advisors focused on achieving your business goals
Customer Success
Innovation and Transformation Center Unlocks the power of Salesforce to accelerate business transformation
NEW
Brings together Salesforce experts, resources, and best practices to unleash innovation and speed time to value
Dedicated advisors to partner with you
Central point for all things Salesforce
Prescriptive model that delivers impactful results
Program Manager Business Architect Program Architect
With the Innovation and Transformation Center, Salesforce is introducing a new model for customer transformation. The power of ITC — combined with the commitment and partnership from our customers — breaks down business challenges to help them achieve even more than they imagined.
Maria Martinez President, Sales and Customer Success Salesforce
Cloud Services Helping companies achieve business value, faster
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