Presentation of salesforce.com transforming companies into Customer connected companies. Presentation to student of EDHEC Business School

1. BECOME A CUSTOMER COMPANY:
Connect With Your Customers In A Whole New Way
Pascal Ly
Head of Web Marketing – APAC Online
/pakkai/digital/
@pascal_ly_
/in/pascally
/pakkaily

2. Agenda
1. Who is salesforce.com
2. The computing revolution
3. How do you become a customer company
4. Marketing in APAC

3. Who is salesforce.com

4. Our Mission: Cloud Computing Driver, Catalyst and
Evangelist
Enterprise
Mainframe Client/Server Cloud Computing
No Hardware/Software
Subscription Model
Automatic Upgrades
Constant Innovation
1960s 1980s Today

5. #1 in Cloud Computing and Customer Relationship
Management
#1
Cloud Sales, Service, Innovation
Computing Marketing 2011, 2012

6. Salesforce Foundation
410,000+
Hours Service
% $40+
Million
Grants
Time • Equity • Product
16,000
Non-profit
Organizations

7. The Computing Revolution

8. The Computing Revolution
2010s
1960s 1970s 1980s Social
Mainframe Mini Client 2000s Revolution
Computing Computing Server Mobile
Computing Computing
1990s
Cloud
Computing
x 10x 100x 1,000x 10,000x 100,000x

9. The Computing Revolution:
New Ways to Connect with Customers
Local
Cloud
Social
Touch
Social Touch Local Big Data Identity Ecosystem Community
New ways New ways to New ways to New ways to New ways to New ways to New ways to
to connect use apps find customers discover insight share data share apps collaborate
Cloud Computing
New ways to connect everything

10. Social Revolution
4.5 Billion Social Users
Sharing Feeds, Profiles, Groups, and Files
150 Million Daily Customer Conversations
About Companies

11. Touch Revolution
Revolutionary Interfaces
Tablets, Smartphones, PCs
1.7 Billion Touch Devices Shipped in 2012

12. Local Revolution
Geo-aware Devices
Locate Customers
Deliver Targeted Promotions

13. Big Data Revolution
450 Billion Business Transactions / Day by 2020 (IDC)
Collect Customer, Product and Usage Data
Gain Insights About Customers

14. Identity Revolution
Single Sign-on
Portable Identity
Integrated Data and Platforms

15. Community Revolution
Private & Public Communities
Find Experts and Answers
For Customers, Employees, or Partners

16. Ecosystem Revolution
Apple and Android App Marketplaces
Salesforce AppExchange for Business Apps
50 Billion+ Apps Downloaded since 2008

17. Cloud Revolution
$111 Billion Industry in 2012
18% YOY Growth
Salesforce.com: #1 Enterprise Cloud Vendor

18. Companies Disconnected from their Customers
Your Customers, Employees, and
Is Your Company Connected?
Partners are Connected…

19. How do you become a
customer company?

20. Become A Customer Company:
Connect With Your Customers in a Whole New Way
Local
Cloud
Social
Touch

21. Eight Questions To Become a Customer Company:
How do you listen How do you sell as How do you create How do you connect
1 3 5 7
to every customer? a team? communities? your products?
How do you How do you service How do you
2 4 6 connect your 8 How do you deliver
engage on every customers
apps everywhere?
channel? everywhere? partners?

22. 1. How do You Listen to Every Customer?
Build a Social Media Command Center
Engage Your Customers
94% Improved Brand Monitoring with the Marketing Cloud

23. 2. How Do You Engage On Every Channel?
Manage Every Interaction on a Single Platform
Deliver a Seamless Customer Experience
37% Improved Campaign Effectiveness with
Salesforce Marketing Cloud

24. 3. How Do You Sell as a Team?
Collaborate on Deals
Enrich Your Profiles with Data.com
Motivate and Align Employees with Work.com
27% Increase in Sales with Sales Cloud

25. 4. How Do You Service Customers Everywhere?
Solve Problems in Real-time
Leverage Experts in Your Company
37% Improved Customer Satisfaction with Service Cloud

26. 5. How Do You Create Communities?
Create Private and Public Social Networks
Collaborate with Real-time Feeds, Files & Updates
39% Increase in Access to Information with Salesforce

27. 6. How Do You Connect Every Partner?
Create Partner Social Networks
Share Leads, Deals, Accounts
29% Increase in Partner Win Rates

28. 7. How Do You Connect Every Product?
3.5 Billion Networked Products by 2015 (IDC)
1.7 Billion Networked PCs

29. 8. How Do You Deliver Apps Everywhere?
Engage Customers Everywhere
Recognize Location
Connect to Social Networks

30. Become A Customer Company:
Connect With Your Customers in a Whole New Way
Local
Cloud
Social
Touch

31. Salesforce Architecture
Any Social App
Sales Service Marketing Work.com Back-end Systems
Network Exchange
Data.com
AppExchange Apps
Chatter Chatter Communities
ERP Finance Any System
Force.com Heroku Touch
Salesforce
Platform
Data Model
Multi-tenant Infrastructure

32. Marketing in APAC

33. My journey to Online Marketing at salesforce.com
Passion is a guide into your career journey
1990s 2000s
Cloud Mobile Computing
Computing
WAP 2010s
Social Revolution
Internet Bubble i-mode iPhone
My first
time on
internet in
1996
Essentia Ingeeny lab weave salesforce.com
Finance Business Unit Operational & Head of Web
CEO Manager strategy consultant Marketing
My first email Internence.com Capgemini Philips
address on
Digital specialist IT consultant Digital Senior Project
Hotmail in
1999 – still
Manager
using it
2000 2001 2004 2006 2008 2010 2011

34. APAC is one of the widest and most populated region
More than 4.2B, constituting 60% of world’s population
ANZ market /AU | English
South East Asia, Singapore and Hong
Kong market /AP | English
India Market /IN | English
China Market /CN | Simplified
Chinese
Korea Market /KR | Korean
Taiwan Market /TW | Traditional
Chinese

35. Our job is to create leads for our business
Leads are in the B2B what Consumer are in the B2C
Small Businesses Enterprise Businesses
Marketing Sales
Prospects Community
Customers