cloudforce london 2012 keynote

GEORGE HU, CHIEF OPERATING OFFICER

WELCOME TO THE SOCIAL ENTERPRISE@GeorgeHuSF

#cloudforce

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Our Mission: Cloud Computing Driver, Catalyst & Evangelist

Enterprise Cloud Computing

1960sMainframe

1980sClient/Server

Today

Thirteen Years of Customer Success

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First Enterprise Cloud Company to Reach $2B Annual Revenue (FY12)

54 Billion Transactionsper Quarter

$3 BillionExpected Annual Revenue Run Rate for FY13

#1World’s Most Innovative Companies

#27World’s Best Places to Work

8,000+ Employees

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20,000+ Successful Customers Across Europe

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1% timeequityproduct

14,000 non-profit organisations

2,000 European organisations

320,000+ hours service

$30 million+ grants

ShareTheModel.org

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Ten Year Computing Cycles10X more users with each cycle

1960’s Mainframe Computing

Data Management Apps

1970’s Mini Computing

Business Logic Apps

1980’s Client/Server Computing

Process Automation Apps

2000’s Mobile Cloud Computing

Mobile Apps

1990’s Desktop Cloud Computing

Web Apps

2010’s SocialRevolution

Social Apps

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2011: Year of Social Revolution

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Social Revolution: Social Networking Surpasses Email

Social Users

Email Users

2007 2008 2009 2010 2011

1.9 billionsocial users

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Social Revolution: Social Eats the Web

2007

20082009

20102011

Social Network Usage

Rest of the Web Usage 8 hoursper monthon social media

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Social Revolution: Facebook is the New Corporate Homepage

Jun 2010Dec 2010

Jun 2011Dec 2011

Fortune 100 Facebook Growth

Fortune 100 Web Growth 123% growth

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2013E

2007 2008 2009 2010 2011 2012E

2006

1.8 billionmobile devices by 2014

2014E

Tablets

Smartphones

Laptops

Desktop

Social Revolution: Next Generation Devices Changing How We Access the Web

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Social Revolution: Products Now Connected to Social Networks

3.5 BillionNetworked Products

1.8 BillionNetworked Computers

Total of 5.3 Billion Connected Devices2014

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But the social revolution has created a social divide.

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The Social Divide: Customers and Companies

What about your company?

Your customers and employees are social.

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How does your enterprise bridge the social divide?

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Delight Your Employees and Customers in a Whole New Way

Employee Social

Network

Customer Social Network

SOCIAL ENTERPRISE

Social Pro!le

MarketCollaborate

Work

Extend Sell

Service

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SOCIAL ENTERPRISE

Social Pro!le

MarketCollaborate

Work

Extend Sell

Service

The Social Enterprise Delivered

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Employee Social

Network

Collaborate

Collaborate

SOCIAL ENTERPRISE

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Collaborate

Burberry Transforms to a Social Enterprise

£1.9 billion revenue

9,500 employees

444 stores

Social Enterprise transformation: End-to-end digital experience

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Every Employee at Burberry Will Use Chatter

Collaborate

Secure, private collaboration

150,000 active Chatter networks

30% reduction in customer email

2011 Apple App of the Year

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The Burberry Social Enterprise

World

Back Of!ce Integration

burberry.comStores

Social Media

Mobile Apps: Runway to

Reality

Burberry Body

Supply Chain World for Partners

9,500 Employees

Social Customer Pro!le

Customer Service: The

Burberry Experience

Social ClientelingVIC Experience

Employee Social NetworkCustomer Social Network

Collaborate

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SOCIAL ENTERPRISE

Work

Employee Social

Network

Work

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Spotify Was Born Social

Social, music sharing platform

3 million+ subscribers

500+ worldwide employees: growing rapidly

Transparent, social employee culture

Work

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Monika FahlbuschSVP, Global Employee Success

@monikafahlbusch

Work

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Spotify Embraces Rypple to Motivate Employees

Work Better, Together

Social Performance Management

Social: Bottoms-up, not top down

Transparent: Performance, not politics

Real-time: Not once a year

Work

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Spotify Social Enterprise: Spotify Forever

Customer Social Network

Work

SocialCustomerPro!le

Employee Social Network

SocialSupport

CollaborativeSales

Associate Collaboration

500+ Employees on Rypple

EmployeeApps

SocialMonitoring

Customer Pro!ling

Marketing & Loyalty

Analytics, QlikView

FinancialsSubscriptions Media Buyer

Agencies Broker

Navision Integration Portals

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SOCIAL ENTERPRISE

Extend

Employee Social

Network

Extend

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Extend

$21 billion consumer goods company

57,000 employees

80 countries

#1 and #2 leader for its brands

Social Enterprise: 400% productivity increase

Kimberly-Clark Transforms into a Global Social Enterprise

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PARKER HARRISCO-FOUNDER & EVP TECHNOLOGY

@parkerharris

Extend

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Kimberly-Clark Builds a Social Front Of!ce with Force.com

#1 Cloud Platform (IDC)

Proven with 100,000+ customers

400% productivity improvement

108% ROI

Extend

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Kimberly Clark Social Enterprise

Consumer Social Pro!le

57,000+People

eCommerce Websites

Mobile Productivity

Social Brands

KCP & HC Distributors Automate &

Extend

Consumer Services

KCP & HC Sellers

Trade/ Promotion

Mgmt

AccountMgmt

Employee Social Network Customer Social Network

Online Communities

Extend

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SOCIAL ENTERPRISE

Sell

Customer Social Network

Sell

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O2 Reaches More Customers as a Social Enterprise

Leading provider of communication services in UK

23 million customers (Telefonica UK)

11,000 employees

450 retail stores

Social Enterprise transformation: Revolutionized selling with social media to reach new customers

Sell

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Linda CrawfordSVP & GM, Sales Cloud

@Salesforce

Sell

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O2 Increases Sales Productivity with the Sales Cloud

Sell

World’s #1 Sales Application

Mobile: Access from any device

Market leader: Gartner and Forrester

33% higher productivity for customers

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O2 Social Enterprise: Joined Up Business

Sell

Made-to-measure

apps

Partners

Joined Up People

Customer Service

Joined Up Communication

Retail

O2 Money

O2 Media

Joined Up IT

Social Customer Pro!le

Sales

Joined Up Customer

O2 Wi!

O2 Drive

The Lab

Joined Up Business

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Customer Social Network

SOCIAL ENTERPRISE

Service

Service

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Activision Connects Gamers with Social Gaming

Service

#1 video game publisher

Call of Duty, Guitar Hero, Skylanders

$4.8B in revenue

8,000 employees

Social Enterprise transformation:Single social profile24/7 social serviceSocial games

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Fergus GriffinSVP, Service Cloud

@fergusgriffin

Service

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Activision Increases Customer Satisfaction in the Service Cloud

Service

Customer Service for the Social Enterprise

17,000+ customers

Market leader: Gartner and Forrester

Integrated support with social media

36% higher customer satisfaction

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Activision Social Enterprise: Gamer 360

Gamer Social Profile

StudioCollaboration

Ideation

HR &Talent Player Analytics

& InsightsRetail Portal

SocialInfluence

Employee Social Network Customer Social Network

Service

Self-Service &Knowledge

In-GameSupport

Mobile GamerApps

EmployeeHelp desk

Chat

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SOCIAL ENTERPRISE

Market

Customer Social Network

Market

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HP is Making the Transformation to a Social Enterprise

Market

World’s #1 technology company

$127B in revenue

325,000 employees

#11 on Fortune 100

Social Enterprise transformation: Social employees and social products

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Marcel LeBrunSVP & GM, Radian6

@lebrun

Market

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HP Markets at the Speed of Social

Market on all social channels

Heroku: Customer social apps

Radian6: Social monitoring

Site.com: Social websites

Market

45

SOCIAL ENTERPRISE

Social Pro!le

MarketCollaborate

Work

Extend Sell

Service

The Social Enterprise Delivered

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The JLT Social Enterprise

Social Pro!le

Employee Social Network Customer Social Network

Market

6500+People

Mobile

Thistle

Backof!ce

Wholesale Sales Cross-Sell

Emerging Markets

Service

Website

London Market

On-line Communities

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Why Isn’t the Car My Friend?Why Isn’t the Car My Friend?

Connecting people, cars, dealerships, and manufacturers

in a social enterprise.

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Toyota Social Enterprise

Toyota Friend Facebook

Dealers/Distributors

Chatter for 320,000

Employees

Toyota Friend Website

1-800-4-My-Toyota

Toyota Friend Youtube

Toyota Friend on Twitter

Toyota Friend on mixi

Toyota Vehicles

Toyota Friend Mobile

Manufacturing/Finance

Social Customer Profile

Employee Social Network Customer Social Network

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ERP

Trusted, Multi-tenant Infrastructure

Database.com

Chatter

Heroku

Data.com

Force.com

Sales Service Marketing Work

Any Social Network

Social Enterprise Architecture

Finance

Any System

AppExchange Apps

Social Front-end

Back

-end

Sys

tem

s

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Social Revolution: High Return for Social Enterprises

Social Enterprise Benefits

+63%Marketing

Effectiveness

+35%Customer Support

Efficiency

+48%Qualified

Leads

+24%Revenue

+50%Customer

Satisfaction

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Social Enterprise License Agreement

Every product for every employee

Unlimited product usage

Predictable cost

Open the Door to the Social Enterprise

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Create and Code the Social Enterprise

First Floor Expo

32 Social Enterprise demo stations

12 hands-on lab stations

85+ cloud partners

40+ Breakout Sessions

Developer General Session

Summer ’12 Session with Parker Harris

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Make the Transformation to a Social Enterprise

Employee Social

Network

Customer Social Network

SOCIAL ENTERPRISE

Social Pro!le

MarketCollaborate

Work

Extend Sell

Service

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THANK YOU

#cloudforce

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