The Desktop is Dead ...

Let’s Talk About the Living!

Bruce Richardson, Chief Enterprise Strategist brichardson@salesforce.com

The Customer Revolution

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About Us:

World’s #1

CRM

Cloud

Computing

Innovation

2011, 2012, 2013

1%

Time • Equity • Product

500,000+ Hours Service

18,000 Non-profit

organizations

$50M+ Grants

Become a Customer Company Connect With Your Customers in a Whole New Way

Connected Products

Connected Customers

Connected Partners

Connected Employees

Mobile

Social Community

Cloud

Social Mobile Big Data Community

Apps Cloud Trust

Customer Revolution

Social Revolution

Customer Companies Engage on Social Channels

Share Feeds, Profiles, Groups, and Files

4.5 Billion Aggregate Social Users

“Twitter Files for IPO”

September 2012:

• Facebook: 900 Million

• LinkedIn: 177 Million

• Twitter: 140 Million

September 2013:

• Facebook: 1.15 Billion

• LinkedIn: 238 Million

• Twitter: 300 Million

Look at the Growth in the Last Year:

Which Gamer Wants to Talk to An Agent on the Phone?

Twitter Is the New 1-800 Number

80+% Resolution Through Self –Service

Communities Exceed 500K/Gamers/Month .

Touch Revolution

More Tablets Sold Today Than PC’s

1.7 Billion Touch Devices Shipped in 2012

We’re Now A “Mobile-First” Product Development Company

Early Adopter

What’s In Your Pocket?

What Do You Do When 90% of Your Employees Don’t Have a Desk?

Branded Social Intranet Built Mobile First

Key Business Metrics Customized For Each ‘Teammate”

Collaboration For Every Department

Business Users Update Content in Real-Time

Customer Profile

Sales

Marketing

Product

Service

Creating a Consistent Experience in the Store, on the Web …

Creating New Digital Experiences

70% of Employees Are Under 30

Big Data Revolution

Collect Customer, Product and Usage Data

Rise of Predictive Analytics

6.6 Billion Network Connected “Objects” by 2017 Source: Bosch Software

Philips New Cooker Linked to Recipes

FitBit + Wi-Fi Scale = Weight and BMI

From Telematics to Driverless Trucks

Community Revolution

For Customers, Employees, Partners, and

Suppliers

Great Loyalty Tools

Ford Builds a Network of Advocates

Created 1st Social Car Launch with Ford Explorer

Built Ford Social, a community for insider info & ideas

Empowered dealerships to publish, analyze & update social content

#2 company in global social mentions

GE Capital Built a Network for SMBs

#1 Enterprise Social Network

Use It to Form Relationships with CEOs

Open Innovation @ Dell

IdeaStorm Has Received Nearly 15,000 Suggestions.

Dell Has Made About 500 Refinements Based on Them.

Crowdsoucing Is Hot at Food/CPG Companies.

Talent Communities

Ecosystem Revolution

Every Company is Building Mobile Apps

Customer Companies Use Apps to Interact with Customers

Do You Have Your Own App Store?

Cloud Revolution

$111 Billion Industry in 2012

18% YOY Growth

Many F500 Companies Adopting a “Cloud First” Strategy

Realtor: “This would be a great place for your data center.”

CEO: “What data center?”

Cloud Revolution

Earn Customer Trust

Build Relationships on Equal Terms

Respect Privacy, Identity & Money

Trusted: Our Highest Value

Transactions per Quarter Average Page Time Trust.salesforce.com

79B Transactions FY12: 306ms

FY13: 241ms

The Future: All Business Processes Are Social ...

Sourcing

Supply Chain New Product Launch

Product Development

S&OP

Trade Promotion Mgmt

Logistics

Business Planning

Next: Social Listening + SC Ops Centers? And Visual, Too.

Become A Customer Company: Connect With Your Customers in a Whole New Way

Connected Products

Connected Employees

Connected Partners

Connected Customers