The Evolution of Cloud Computing - Sydney Social Enterprise Breakfast
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you cant just put social in front of business activities, you need to embed social processes and technology in your business - Kate Carruthers #socentanz Related presentation http://www.slideshare.net/carruthk/the-power-of-social-business
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The Evolution of Cloud Computing - Sydney Social Enterprise Breakfast
- 1. The Evolution of Cloud Computing - Social Enterprise Breakfast#socentanz
- 2. Kate Carruthers Digital & Community Manager Blogger and Social Media Commentator @kcarruthers
- 3. Derek Laney Principal Engineer Australia & New Zealand @derektweets
- 5. ThankyouFacebook How to start your own business #arabspring
- 6. 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 intellectual property and other litigation, risks associated with 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-Q for the most recent fiscal quarter ended April 30, 2011. This 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.
- 7. Ten Year Computing Cycles 10X more users with each cycle 2010’s Social Revolution 2000’s Mobile Cloud Computing 1990’s Desktop Cloud Computing 1980’s Client/Server Computing 1970’s Mini Computing 1960’s Mainframe Computing Data Management Apps Business Logic Apps Process Automation Apps Web Apps Mobile Apps SocialApps
- 8. Social Revolution:Social Networking Surpasses Email 1.1 billion social users Social Users Email Users 2011 2010 2007 2008 2009 Source: Comscore, June 2011
- 9. Social Revolution: Facebook Eats the Web Top Internet Uses 22% internet time is social Percent of Online Usage Search 2006 2007 2008 2009 2010 2011 Sources: Nielsen Wire, January, 2011. Morgan Stanley Internet Mobile Report, December 2009
- 10. Social Revolution: The Web is Shrinking Web Usage (minutes) 4 hours per month Rest of the Web 2010 2011 Sources: Ben Elowitz, Wetpaint / comScore
- 11. Social Revolution: Mobile Apps Used More than Web Browsers 81 minutes per day Facebook mobile users are 2X more active than desktop users. Mobile Apps Browser - facebook.com Source: comScore, Alexa, Flurry Analytics
- 12. Social Revolution: Next Generation Devices Changing How We Access the Web Device Growth 16 billion mobile devices by 2013 Tablets Smartphones Laptops Desktop 2006 2007 2008 2009 2010 2011E 2012E 2013E Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010.
- 13. Social Revolution: Employees Forcing an Unprecedented Pace of Change CIOs Surveyed on Tablet Usage “ ...fastest ramping mobile device ever. ” 2011 Employee-owned Purchased for Employees Not Allowed 2010 2006 Morgan Stanley, “Tablet Demand and Disruption”, February 14, 2011.
- 14. But the social revolution has created a social divide.
- 15. The Social Divide: Customers and Companies Your customers and employees are social. What about your company?
- 16. How does your enterprise bridge the social divide?
- 17. Delight Your Customers and Employees Social Enterprise 1 Social Customer Profile Product & Partners Collaborate Listen & Analyse Connect & Sell Social Marketing Automate & Extend Service & Engage Employee Social Networks 2 Customer Social Networks & Product Social Networks 3
- 18. The Core of the Social Enterprise: Multi-tenant Cloud Computing Open Fast No HardwareNo Software Logic/data PortabilityAny Device Easy Everyone Automatic UpgradesPay-as-you-go Democratic Economical
- 19. Step 1: Develop a Social Customer Profile Delighting Customers is Knowing Who They Are and What They “Like” Who are they connected to? What are they saying? Who are they connected to?
- 20. Database.com: The World’s First Social, Mobile, and Open Database Mobile Open Social Platform-agnostic APIs World’s Most Trusted Cloud Database Social datamodel REST APIs toolkits for Android and iOS Profiles, feeds, status updates OAuth Database.com is now generally available
- 21. Step 2: Create An Employee Social Network Employee Social Network Collaborate Connect & Sell Automate & Extend Service & Engage
- 22. 100,000+ employees 18,000+ employees 8,000+ employees 55,000+ employees, 6,000+ employees 4,000+ employees Chatter is the Leader in Employee Social Networks 100,000+ Active Companies Average Percentage Improvements Reported by Customers Collaboration for the Social Enterprise Groups Feeds Status Updates Profiles App Updates File Sharing Customers include:
- 23. “ Leading Companies are Running their Business on Chatter “SalesforeChatter makes collaborating with 18,500 employees easy.” “How can any global CEO succeed today without Chatter?” ” Enrique Salem President and CEO Carl Camden President and CEO
- 24. Social Enterprise Connect & Sell
- 25. Success in Driving Revenue in the Sales Cloud Tina Koppe, Sales Analyst Average Percentage Improvements Reported by Customers
- 26. Groupon SellsMore Productively $760 million revenue in 201022,000%revenue growth in 2010 5,000sales peopleCollaboratingon new promotions
- 27. Social Enterprise Service & Engage
- 28. Service Cloud: Bring Your Customer Service into the Employee Social Network 16,000+ Companies Third-party Research of Average Improvements Reported by Customers Customer Service for the Social Enterprise Agent Collaboration Knowledge Communities Social Monitoring Contact Center Dashboards & Reports Customers include:
- 29. KLM’s Newest Destination is Twitter $24 Billion European airline130,000Twitter followersReduced first call resolution rate to 1 hourtwitter.com/klm
- 30. Bank of America’s New Branch is Twitter on the Salesforce Service Cloud 1,100 tweets per day handled by agentsAutomatic conversionof tweet-to-caseFast Resolution with case routingtwitter.com/Bofa_Help
- 31. Social Enterprise Automate & Extend
- 32. Facebook Standardizes on Force.com for Employee Apps 12+ Custom Apps on Force.comDatacenter OperationsHuman ResourcesLegal / Security Sales and Global Operations
- 33. Leading Companies are Running Social Apps on Force.com 220,000 apps on Force.com Leadership Management App Deals Management App IT Help Desk App Custom Supplier App
- 34. Force.com: Social Enterprise Platform for Employee Apps Real-time Mobile Social Open Integrated social framework APIs to connect to any app Deploy apps on any device Real-time workflow Real-time analytics
- 35. Step 3: Develop a Customer Social Network Customer Social Networks & Product Social Networks Product & Partners Listen & Analyze Social Marketing
- 36. Leading Companies Running Marketing Apps On Heroku 175,000+ Apps Developed in Ruby Interactive Sports Community App Harry Potter Facebook App
- 37. Social Enterprise Listen & Analyse
- 38. Charlie Wood Vice President – Asia Pacific
- 39. Blogs Radian6: Leader in Social Monitoring 2,500+ Customers Listen Analyse Engage
- 40. JetStar Joins Customer Conversations on Social Media JetStarSocial Monitoring CenterEngaging customers on social media Responding at the point of need Real Time crisis and reputation management #ashcloud
- 41. Demonstration
- 42. Social Enterprise Products & Partners
- 43. Chatter for 320,000 Employees Toyota Vehicles Social Customer Profile Dealers/Distributors Toyota Friend Mobile Toyota Friend Website 1-800-4-My-Toyota Manufacturing/ Finance Toyota Friend on Youtube Toyota Friend on Facebook Toyota Friend on mixi Toyota Friend on Twitter Toyota Social Enterprise
- 44. Social Enterprise The Social Enterprise Delivered
- 45. Benefits of the Social Enterprise Source: McKinsey & Company, “The rise of the networked enterprise, Web 2.0 finds its payday.” Survey of 4,394 executives. December 2010.
- 46. THANK YOU
Notas del editor
- I am so excited to be here with you today to share our new social enterprise vision with you.
- Before I begin, I want to mention that SFDC is a publicly traded software company listed on the NYSE under the ticker symbol of CRM. This is our safe harbor statement which if you cannot read, you can find on our website.
- What I love about my job is the amount of change that happens in our industry every 10 years. I came into this industry in the mini-computing era. Salesforce.com entered in the period of web applications, and look where we are today.There is a social revolution going on….
- In 2009, we witnessed a seminal moment in a shift to social networking. In July, 2009, according to this Morgan Stanley report you see here, social networking users surpassed email users. And that is AMAZING. But what does it mean?Today’s generation uses facebook, twitter, and lots of other social apps. They are logging in multiple times a day, connecting with friends on Facebook, business colleagues on LinkedIn, and everyone on Twitter.This is the future and this is the way people expect to communicate with others. This is the new norm for communications and will only get more powerful over time.
- This is a broad change in how people are spending their time on the internet… the uses are now social. Look at this Nielsen study…The first generation of internet uses is dying off…They’re spending all of their time on facebook, twitter and youtube….
- It’s not just what people are doing on the internet, but how they are accessing it is changing too.Look at how many smart phones, how many tablets are in use today. The iPad has only being around for 1 year. We see our customers using these devices more and more.
- Look at this Morgan Stanley report… it’s amazing. In one year, 2/3 of CIO’s are supporting tablets internally. By far this is the fastest adoption of any device in the history of the enterprise.
- All of this change is creating a social divide…
- Your customers are social. Companies are not…. This creates a disconnectAnd it begs the question –
- How does your enterprise become social?We’ve been talking with hundreds of customers about this over the past few months, and that’s the #1 question we’ve been asked.We’ve been thinking about this hard. And we have a vision, and it’s simple. It’s three steps, and let’s go into those steps.
- And of course, core to the social enterprise is social customer data.When when Sarah calls, you don’t want to know just what street she lives on. We want to know what she tweeted. We want to know what she said about us on our Facebook page. We want to know the other products she owns. We need to give her a highly customized and personalized experience.And of course all of this data needs to be protected and updated in a secure data model.
- Private social networks help you find what’s important when you really need it.They connect you to the people and the resources to help you win sales deals faster and provide excellent customer service.It starts with collaboration. It needs to be private and secure.You can connect with experts, collaborate with remote employees, and get answers in real-time.This is what Chatter is all about.
- Chatter is our most rapidly adopted product, with over 80,000 active customers in a year. Unheard of!The benefits of Chatter are amazing. Faster collaboration, but here’s my favorite part: amongst the customers who are using this product, they are experiencing 28% fewer meetings and 32% less email.
- Symantec is the 4th largest software company in the world, and they’ve deployed 18,500 users on a private, social network that is exactly like Facebook and Twitter, but it is private and secure. It’s based on one of our technologies called Chatter that we’ll show you today.Call for CIO Video
- The Sales Cloud allows us to... (READ LIST)What could be more important?And you know what? The payback is real.30% more sales33% better productivityand 25% higher win rates
- So we’ve talked about listening, engaging, marketing, and collaborating as the four critical parts of the social enterprise that we see emerging.The next piece is selling. There is no better example of social selling than Groupon. It’s the fastest growing company in the world - ever. They have over 5,000 employees selling on a private social network. It’s the heart and soul of their sales and marketing operations. It’s how they collaborate with merchants, and plan cities for growth, and how they deliver groupons and coupons to their customers.
- Service today is all about being responsive. And a social platform allows you to reach customers on social channels and find answers and experts quickly. These answers may be in someone’s head or in our knowledge base.The Service Cloud is our fastest growing product. With over 15,000 customers experiencing amazing success.Again, real paybacks.41% agent productivity gains34% faster case resolution33% increase in customer retention
- Royal Dutch Airlines or KLM is both listening and responding to customers in these social networks and reducing their resolution times considerably.Last night I was watching this and could not believe that someone who just returned from paris posted a comment about losing her bags. And, within one hour, KLM proactively reached out to her to offer assistance. This is new social world we live in.
- Radian6 is our solution that lets you listen and engage on Public Social Networks.Radian6 lets you set up key words in a profile to listen to Twitter, Facebook, and millions of other media outlets about your brand.And, Radian6 allows you to engage with your customers in these channels.
- Toyota introduced their product social network called Toyota Friend a couple weeks ago.The premise is simple, the car is your friend. The car connects owners to dealers, to manufacturers, and friends in one seamless environment. This allows owners to hear about maintenance notifications, collaborate with their dealer, and connect with friends all from mobile devices.This is such an novel idea, and Toyota is getting amazing press coverage.
- A McKinsey Study identified some tangible benefits to being a social enterprise and the need to connect with your employees and customers:Increased collaboration, improved revenue, marketing effectiveness, and higher margins. The impact is real, today every business needs to be a Social Enterprise and we have a platform with the capabilities to deliver it.