Presentation on the use of technology to innovate and make scarce resources now abundant. Brief introduction to the history of technology and its application to cloud, social, mobile and big data movements. Meant to explain these technologies to a non IT audience.
1. Connect with your customers in a whole new way
2013 COGEL Annual Conference
Peter Doolan
SVP Salesforce.com
@peterdoolan
2. 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.
8. The Aluminium “Twins”
In 1886, two young 23-year old
inventors simultaneously and
independently filed their patents
for the production of aluminium:
the French Paul Héroult and the
American Charles Martin Hall
9. Aluminium & Innovation
• 1890 Switzerland Zéphir, first aluminium craft
• 1893 UK Eros Sculpture at Piccadilly Circus in
London
• 1895 USA Defender, first boat made from
aluminium, wins the America’s Cup
• 1898 Italy Aluminium dome of San Gioacchino
church in Roma
• 1899 France 100 km/h record by La Jamais
Contente, an electric car with an aluminium
body
10. Aluminum Cap of the Washington Monument
November 1884, Tiffany's displayed
the polished aluminum pyramid for
the benefit of "thousands of New
Yorkers who delighted in being able
to later say `I stepped over the top of
the Washington Monument
12. Technology is a resourceliberating mechanism. It
can make the once
scarce the now abundant.
13. Our Mission: Cloud Computing Driver, Catalyst and
Evangelist
Mainframe
Client/Server
Enterprise
Cloud Computing
No Hardware/Software
Subscription Model
Automatic Upgrades
Constant Innovation
1960s
1980s
Today
14. Benefits of Multi-Tenant Cloud Computing:
Enterprise
Cloud Computing
Fast
Easy
No Hardware
Automatic Upgrades
No Software
Scalable
Open
Flexible
Trusted
Any Device
App Marketplace
Transparency
Data Portability
Extensible
Real-time Status
15. Fast: Time to Value with Cloud Computing
Low
Capital Cost
Automatic Upgrades
VALUE
Cloud Computing Value
Greater ROI
TIME
Capital
Expense
Upgrade
Expense
SOFTWARE
16. From Scarcity To Abundance
Focus on innovation
Innovation
Innovation
Governance
Governance
Infrastructure
Infrastructure
Legacy Platforms
Focus on infrastructure
17. Connect Next Generation Devices & Apps to Anything
Launch engaging connected
customer apps quickly
Rapidly build engaging social and mobile
apps in any programming language
Service and support customers with realtime product intelligence
Know more about customer usage by
delivering a connected app
19. Third Wave of Computing
“Internet of Things”
Cloud
Server
LTE
Mainframe
LAN/WAN
Devices
SNA
Terminal
1,000s
Products
Client
1,000,000s
50 Billion Connected “Things”
22. A Whole New Way to Engage Customers
5B
Smartphones
by 2017
4.5B
Aggregate
social users
Mobile
50B
Social
Connected
“things” by 2020
58%
Faster
deployment
Cloud
Connected
25. In the Internet of Customers, Companies &
Governments Create 1:1 Experiences
Connected
Customers & Citizens
Product
Mobile
Social
Connected
Employees
Web
Stadium
Email
Connected
Governments
Store
Community
26. Become A Customer Company, Government, Non-Profit:
Connect to the Internet of Customers
Connected
Connected
Voters
Connected
Products
Connected
Employees
Devices
Social
Cloud
Mobile
Connected
Customers & Citizens
27. Your Brand Is No Longer Your Property
Fortune 100 Facebook Fan Growth
Fortune 100 Facebook Activity
Fortune 100 Web Traffic Activity
Fortune 100 Web Growth
Jun 2010
Webtrends, “The Effects of Social Networks on the Mobile Web
and Website Traffic”; Google Social Media Analysis Study
Dec 2011
29. Developers: Build Next Generation Apps
New Platform Services for Developers
Data APIs
Metadata &
UI APIs
Visualforce1
10X More API
Functionality
230 Calls &
Methods
Build any
user interface
30. The Drumbeat Of Innovation Is Constant
“Someday, you’ll have
to tell your kids about
phones that had
wires…and TVs that
didn’t”
- Scott McNealy
35. Acknowledgements
Abundance – The Future is Better Than
You Think, written by Dr. Peter H.
Diamandis, X PRIZE Foundation
Chairman/CEO, and Steven Kotler,
Science Journalist.
36. Acknowledgements
Peter Coffee is an American computer specialist.
He is best known for his longtime role as a
commentator for Ziff Davis, where he was most
recently Technology Editor for eWEEK until his
departure for salesforce.com in January 2007. He
has twenty years' experience in evaluating
information technologies and practices as a
developer, consultant, educator, and internationally
published author and industry analyst.
Notas del editor
Hello, my name is ____. I am going to take you on a journey and tell you a little about this shift we call the Internet of Customers. I want to show you how to connect with your customers in a whole new way.To do this, I am going to tell you a little about Salesforce.com, and then I am going to show how our customers are making a transformation in their business using social, mobile and cloud technologies to connect better with their customers.
Before I begin, just a word from our lawyers. This is our safe harbor statement which if you cannot read, you can find on our website. Any purchasing decisions you make should be made based on currently available technology.
Gaius PliniusCeciliusSecundus, known as Pliny the Elder, was born in Italy in the year 23. He was a naval and army commander in the early Roman Empire, later an author, naturalist, and natural philosopher, best known for his NaturalisHistoria, a thirty-seven-volume encyclopedia describing, well, everything there was to describe. His opus includes a book on cosmology, another on farming, a third on magic. It took him four volumes to cover world geography, nine for flora and fauna, and another nine for medicine. In one of his later volumes, Earth, book XXXV, Pliny tells the story of a goldsmith who brought an unusual dinner plate to the court of Emperor Tiberius.
The plate was a stunner, made from a new metal, very light, shiny, almost as bright as silver. The goldsmith claimed he’d extracted it from plain clay, using a secret technique, the formula known only to himself and the gods. Tiberius, though, was a little concerned. The emperor was one of Rome’s great generals, a warmonger who conquered most of what is now Europe and amassed a fortune of gold and silver along the way. He was also a financial expert who knew the value of his treasure would seriously decline if people suddenly had access to a shiny new metal rarer than gold. “Therefore,” recounts Pliny, “instead of giving the goldsmith the regard expected, he ordered him to be beheaded.”
Aluminum’s rarity comes down to chemistry. Technically, behind oxygen and silicon, it’s the third most abundant element in the Earth’s crust, making up 8.3 percent of the weight of the world. Today it’s cheap, ubiquitous, and used with a throwaway mind-set, but—as Napoléon’s banquet demonstrates—this wasn’t always the case. Because of aluminum’s high affinity for oxygen, it never appears in nature as a pure metal. Instead it’s found tightly bound as oxides and silicates in a claylike material called bauxite.
The plate was a stunner, made from a new metal, very light, shiny, almost as bright as silver. The goldsmith claimed he’d extracted it from plain clay, using a secret technique, the formula known only to himself and the gods. Tiberius, though, was a little concerned. The emperor was one of Rome’s great generals, a warmonger who conquered most of what is now Europe and amassed a fortune of gold and silver along the way. He was also a financial expert who knew the value of his treasure would seriously decline if people suddenly had access to a shiny new metal rarer than gold. “Therefore,” recounts Pliny, “instead of giving the goldsmith the regard expected, he ordered him to be beheaded.”
This shiny new metal was aluminum, and that beheading marked its loss to the world for nearly two millennia. It next reappeared during the early 1800s but was still rare enough to be considered the most valuable metal in the world. Napoléon III himself threw a banquet for the king of Siam where the honored guests were given aluminum utensils, while the others had to make do with gold.
For fourteen years, salesforce.com has been a driver for enterprise cloud computing.With cloud computing, we are helping the world shift from mainframe and client-server to cloud computing.Cloud computing is a delivery model that allows you to access any application over the Internet. It provides enterprises the fastest path to success. Unlike client server and mainframe, you don’t have to buy or manage hardware, software or infrastructure. With a subscription model, you pay fixed predictable monthly payments with no large, upfront capital expenditures. And with automatic upgrades, we automatically upgrade you three times a year. These means that you are always getting the latest innovation so you can focus on your business, not technology.
Enterprise cloud computing is fast, easy, open, flexible, and trustedfor every sized business.Let me explain how…Fast: the cloud doesn’t require you to install or configure any hardware or software.Easy: the cloud allows easy upgrades and has a pay as you go subscription model. Open: the cloud means that all of your applications are immediately accessible on any device, and your logic is portable.Flexible: the cloud includes a app marketplace that allows you to extend your applications using third party applications that you can add on to your deployments to make them even more effectiveEveryone: the cloud scales with your business, making it affordable for the smallest of businesses, but also for the largest enterprises.
[before click] Cloud Computing is a very different model than software. With software, you would typically have large, upfront capital expenses for the software and hardware. Then, as you upgrade, you would undergo additional, large expenses to upgrade the hardware and software over time, which really cuts into the value that you would get.[after click] with cloud computing, all the capital investment expense goes away, along with the upgrade expenses. The capital costs are gone because you don’t have to purchase the hardware, data center, and software. You also don’t have the expense of upgrades, we take care of this for you, automatically. Cloud Computing is a faster, more economical approach than software.
We love our industry. We love our industry because it's constantly changing, it's constantly evolving. And look at this. [Click]
Today, the devices, networks and computers we use to connect are all changing. In the first wave of computing, it was mainframes, proprietary terminals, and S&A networks and mainframes from IBM. Then we moved to the second wave of computing -- client server computing, PCs, LANs, WANs, PC servers, created by companies like Microsoft and Oracle. But today, we're entering into a third wave of computing, the most exciting wave of computing ever, and it's not about thousands of computers or millions of computers. It’s 50 billion connected things by 2020 (estimate by Cisco), because everything is on the net. The aircraft engine is on the net, the Caterpillar tractor is on the net, the Coca-Cola machine, the light bulb is on the net. Everything is going to be on the net, and all of these things are going social. They're going mobile, they're going cloud, they're getting connected in phenomenal new ways.{great opportunity to tell a personal story here}---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Additional Context & Acronyms as defined by Wikipedia:Systems Network Architecture (SNA) is IBM's proprietary networking architecture, created in 1974A local area network (LAN) is a computer network that interconnects computers in a limited area such as a home, school, computer laboratory, or office building using network media.A wide area network (WAN) is a network that covers a broad area (i.e., any telecommunications network that links across metropolitan, regional, or national boundaries) using private or public network transports.LTE, an initialism of long-term evolution, marketed as 4G LTE, is a standard for wireless communication of high-speed data for mobile phones and data terminals
But behind this internet of things is something profound. Because behind all the technology, all the devices, all the apps, all the tweets, is the single most important thing of all….a customer.There's a customer behind each and every one of these interactions on the internet, and in the world of the internet of things, it's really an Internet of Customers. [CLICK]
It's an Internet of Customers, and we need to reassess -- we need to reassess how we connect with our customers in a whole new way. Everyone and everything is connected. You see, some companies pivot to their shareholders. Some companies pivot to their competitors. Some companies pivot to their partners. But at salesforce.com, we pivot to our customers, and we have one message to our customers: Pivot to your customers. Your customers have the answers. There's never been a more important time to listen and interact and engage with your customers. That is what the new world is about. That is what we are doing here when we talk about the third wave of computing it’s not an Internet of Things, it’s an Internet of Customers.
When we look out at what's happening in the world, there’s never been a more exciting time. We now have a whole new way to engage customers, through Social with 4.5 Billion aggregate social users, this is where your customers are. Through Mobile, because your customers are not on their desktops accessing these social networks, their on these amazing smart phones. Did you know there's only 1.5 billion Smartphones out there, but there's five billion cell phones, and all of those cell phone users are going to upgrade to these new next gen Smartphones by 2017. This presents an enormous opportunity to interact, the opportunity to entertain, the opportunity to get educated, the opportunity to engage with your vendors, your employees and your customers.In this Internet of Customers, everything is connected, products, devices, people, everything. An example is this amazing new connected toothbrush from Philips. This is not a normal toothbrush, it is part of an eco-system, it is Wi-Fi-based and GPS-located. So it knows how I'm brushing, how I'm holding it, where it is in the world, and when I go into my dentist's office, guess what? He isn't going to say did you brush? You know what he's going to say? He’s going to bring up my Philips account and review my usage with me. This is an incredible new world. A world that requires a new level of trust and a new level of transparency.But it's just not about the dentist. It's about everything being connected, and controlled through these incredible smartphones with apps.Sources: Social: Aggregate of major social network user baseMobile: Estimate by QualcommConnected: Cisco estimate “Internet of Everything” (http://share.cisco.com/internet-of-things.html)Cloud:Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party,Confirmit Inc., on 5,200+ customers randomly selected.
And today’s customer EXPECTS a 1:1 relationship with your company, they expect a consistent experience on every channel. This is a powerful shift, a 1:1 relationship between the customer and company. This is a pretty big change built on the foundation of social, mobile, cloud and connected devices.
Every company is in transformation. We all have to become a customer companies, we must transform to connect with our customers in a whole new way.Customer companies are not only connecting their customers, they are connecting employees together so they collaborate around customer accounts, problems, and ideas. Connected employees can solve problems faster and leverage expertise across your company.Customer companies are also connected with their partners, distributors, and suppliers so they can share customer information and better sell and service customers.Customer companies even have connected products. By connecting your products to your employees, your customers, and social networks, you can better service your customers. You can use product data for maintenance, marketing promotions, and sales opportunities.Customer companies are empowering everyonewith connected devices, enabling employees, partners and customers to connect from anywhere.
Developers deserve a new generation of platform, because building mobile apps is hard. You need more APIs available in your development environment than ever before.When we built Salesforce originally, we were mostly focused on building our data APIs and giving developers access to data. Now, we need to be able to provide ten times more API functionality, with over 230 calls and methods so all your page layouts, data, fields, etc. are carried forward into these new mobile environments, and we needed Visualforce to run on every mobile device so that developers can build any user interface to match a brands look and feel.
Our customers have responded to our offerings with lots of enthusiasm. Our customers and their success have propelled us to be the world’s #1 CRM and #1 enterprise cloud computing vendor according to IDC and Gartner.And while we’re excited about our business momentum, our ongoing focus is grounded on a firm commitment to innovation and leadership. This is why in addition to being pleased with industry analyst recognition from IDC and Gartner, we’re particularly excited to be cited by Forbes Magazine as the world’s most innovative company for three years in a row.--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Additional Context on accolades:Forbes “Most Innovative Companies in the World”is awarded to the company offering the most “Innovation Premium” - The Innovation Premium is a measure of how much investors have bid up the stock price of a company above the value of its existing business based on expectations of future innovative results (new products, services and markets) . Members of the list must have $10 billion in market capitalization, spend at least 1% of their asset base on R&D and have seven years of public data.The FORTUNE World’s Most Admired Companies study surveys top executives and directors from eligible companies, along with financial analysts, to identify the companies that enjoy the strongest reputations within their industries and across industries.In Dec 2012, the Economist awarded salesforce.com and Marc Benioff the award for innovation in the process and service category Forbes “Best Companies to Work For” – salesforce.com was awarded #22 for 2013. The ranking of the top companies was determined by taking cumulative average ratings from the half-million employees who responded to the 18-question survey between Nov. 24, 2011 and Nov. 13, 2012.CRM Market Leader Awards: The Market Leader Awards rate the top five vendors in categories based on a composite score that includes revenue, revenue growth, market share, customer wins, reputation for customer satisfaction, depth of product functionality, and company direction.
Now, Salesforce.com has always been about a new technology model and a new business model, but we've also created a new philanthropic model. This model is a 1:1:1 model where we give 1% of our equity, employees time, and product to non-profits.Our 1:1:1 model has been so successful that companies like Google have also adopted it.We’ve given over 500,000 hours of community service, $50 million in grants have come out of the foundation, and 20,000 non‑profits use our products.Personally, I am involved in… [Insert personal story here]