GROWTH & INNOVATION AS A SERVICE -...

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

(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

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

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

https://www.salesforce.com/form/conf/gartner-sfa-magic-quadrant-2014.jsp

MOST POPULAR & COMMUNITY DRIVEN ECOSYSTEM

INNOVATION DNA: BUY DISRUPTIVE TECH + LISTEN TO CUSTOMERS

1. ACQUIRE DISRUPTIVE

TECHNOLOGIES

2. IDEA EXCHANGE

“SUCCESS COMMUNITY”

A history of success

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

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

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.

http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_sales_core_sales_features_core.htm






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


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



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



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.




Understand your customers in a whole new way

Analytics Cloud Favorite Features


http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_bi_integrate_action_menu_update.htm










http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_bi_dashboard_embed_vf.htm









https://youtu.be/eyeJa-7V1AU









http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_bi_explore_data.htm









http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_bi_apps_express.htm









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


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


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)



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



Service in a whole new way Service Cloud Favorite Features

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_omnichannel_announcement.htm









http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_console_ui.htm













http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_knowledge_additional_enhancements.htm









http://youtu.be/ASU9MkSXR_Q









http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_scs_approvals.htm









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


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.


Product: App Cloud


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.


Product: App Cloud


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


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


Engage customers with apps App Cloud Favorite Features

http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_lex_setup_obj_mgr.htm









http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_forcecom_process_multi_schedules.htm









http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_forcecom_process_bulkification.htm









http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_forcecom_external_data_writeable_objects.htm









http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_data_loader_mac.htm









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


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


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.




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


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.




Market in a whole new way Marketing Cloud Favorite Features

http://help.exacttarget.com/en/documentation/exacttarget/resources/release_notes/july_2015_release/








































http://youtu.be/PLH1fg1r5Do









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


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


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.




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



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.




Engage in a whole new way Community Cloud Favorite Features

http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_networks_extensibility.htm









http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rss_recommendations.htm









http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_chatter_feeds_rich_text.htm









http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_networks_insights.htm









http://releasenotes.docs.salesforce.com/en-us/winter16/release-notes/rn_chatter_feeds_relevant_mentions.htm









Winter

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

PROFITABILITY & PERFORMANCE ON THE CLOUD

Pro

cess

Onboard

CLOUD ROADMAP: INTEGRATED SERVICES

Winter [email protected]

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