sales and service cloud
Post on 14-Sep-2014
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Sales Cloud + Service Cloud for Optimized Relationship
Management
introductions
@donmink | @mikemilburn | @mikedannenfeldt
http://www.youtube.com/watch?v=Tw6SNeXD6NI
Optimized relationship management?
agenda
• Salesforce Sales Cloud• Salesforce Service Cloud• Transforming Sales & Service• Optimization• Q&A
Salesforce 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.
Sales Cloud
@donmink | @mikemilburn | @mikedannenfeldt
The Customer Revolution
1960sMainframeComputing
1970sMini
Computing
1980sClient Server
Computing
x 10x 100x 1,000x 10,000x 100,000x
2010sSocial
Revolution
1990sCloud
Computing
2000sMobile
Computing
Cloud ComputingNew ways to connect everything
New Ways To Connect With Customers
SocialNew ways to connect
TrustNew ways to
build relationships
MobileNew ways to
reach customers
Big DataNew ways to
discover insight
CommunityNew ways to collaborate
SoftwareNew ways to build apps
Connect to your customers in a whole new way
Today’s Systems Are Holding You Back
Manual Processes
Disconnected SystemsSpreadsheets
Connected Products
Connected PartnersConnected
Customers
Connected Employees
Sell as a team with the sales cloud
Five Questions To Become a Customer Company
1. How do you market to customers when they are everywhere?
2. How do you sell as a team with your customers?
3. How do you service customers when they are everywhere?
4. How do you build a customer platform?
5. How do you transform the way you work?
ConnectedProductsConnectedProducts
ConnectedPartnersConnectedPartners
ConnectedEmployeesConnectedEmployees
ConnectedCustomersConnectedCustomers
Engagement quadrants
Engagement quadrants
Engagement quadrants
Service cloudDelivering amazing service on every channel
@donmink | @mikemilburn | @mikedannenfeldt
Salesforce Service Cloud
Social Mobile Big Data Community
Apps Cloud Trust
Customer Revolution
ConnectedProductsConnectedProducts
ConnectedCustomersConnectedCustomers
ConnectedPartners
ConnectedPartners
ConnectedEmployeesConnectedEmployees
Become a customer companyConnect With Your Customers in a Whole New Way
Source: “The Future of Customer Service.” Forrester Consulting commissioned by salesforce.com, July 2012.
VP Customer Service
CMO
CIO92%
Customer Satisfaction
First Contact Resolution
Average Speed of Answer
Service Level Adherence
Agent Handle Time
Shifting priorities of customer service organizations
100x1x 1,000x10x
1980sPhone
TodayMobile1990s
Multi-Channel
2000sSocial
The evolution of customer service
340 million tweets/day
2.7 billionFacebook posts/day
Billionsof blogs & communities
Conversations are exploding
Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”;Sysomos “Replies and Retweets on Twitter”
Twitter Complaints Not Answered
71%
Facebook Brand Posts Not Answered
95%
88 percent of people unlikely to buy from brands that ignore their complaints online.
““
Unfortunately, most companies not responding
Tablets
Smartphones
Laptops
Desktop 1.8 BillionMobile Devices by 2014
2006
2010
2014E
2007 2008 20092011 2012 2013E
Your customers are more mobile than ever
Your customers are social and mobile……. …but legacy software isn’t
Legacy software is disconnected from customers
AgentConsole
Knowledge
Base
Analytics
AgentCollab-oration
SocialMobileChat
Service Cloud
Commu-nities
MobileCo-
Browsing
Salesforce Platform
Deliver amazing service everywhere
Simple ∙ Social ∙ Mobile
Salesforce Platform
SocialSupport
BusinessInsights
MobileAccess
SimpleSetup
CaseManagement
Self-Service
The service cloud for small business
Market Leadership
Product Leadership
Market Leadership
Leader Customer Engagement CenterLeader Social CRM
Leader Customer Service
Champion Customer Service Management
Market Leader
#1 Case Management
#1 Web Support
34,000Customers
Market leaders
Leader in the Gartner MQ:Customer Engagement Centers
Leader in the Gartner MQ:Customer Engagement Centers
+37%
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.
Agent Productivi
ty
+40% Decrease
in Support Costs
+36% +37%
CustomerRetention
+34%
First Call Resolution
Increased customer satisfacti
on
Helping customers succeed across all metrics
Social Mobile Big Data Community
Apps Cloud Trust
Customer Revolution
Optimization
@donmink | @mikemilburn | @mikedannenfeldt
drink of choice?
http://swallowedbygreatfish.files.wordpress.com/2010/01/firehose.jpg
How/Where to focus?
Iterative delivery
optimization
• Map features to goals/objectives
optimization
• Simplify and prioritize
optimization
• Voice of the user
optimization
• Continual release and evolution
• Map features to goals/objectives• Simplify and prioritize• Voice of the user• Build, Test• Continual release and evolution
Optimization
drink of choice?
http://swallowedbygreatfish.files.wordpress.com/2010/01/firehose.jpg
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