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Innovate & Grow


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Innovate & Grow: How SMBs Create 'Star Quality' Customer Experiences

Technology makes it possible for small businesses to reach more customers in new ways, resulting in some of the most high-growth businesses today. This new 'Age of the Customer' brings a world of growth opportunities, as well as a few challenges for SMBs. Join us to hear insights from EWT, learn how to scale across marketing, sales, and service - and grow faster by placing the customer experience at the center of your business.

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Innovate & Grow

  1. 1. Innovate & Grow: How SMBs Can Create ‘Star Quality’ Customer Experiences Bob O’Leary, Senior Director, Salesforce Ireland @sfdcbob In/bobbyoleary
  2. 2. 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, 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 products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, 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., inc. assumes no obligation and does not intend to update these forward-looking statements. Statement under the Private Securities Litigation Reform Act of 1995 Forward-Looking Statement
  3. 3. Thank You for Letting Us Be a Part of Your Journey Small Businesses 150k+
  4. 4. Small Business is BIG Business 90% of the total business population is comprised of Small and Medium Businesses Source: Third Edition of Small & Medium Business Trends Report, Salesforce Research
  5. 5. From little acorns… @Essentials
  6. 6. The of Salesforce EMEA
  7. 7. Trail to Success… Talent Industry Expertise Productivity Trailhead Customer Success
  8. 8. Making Your Dreams a Reality is a Journey I have an idea, what do I do next? Funding Mentorship Launch How do I find more customers and keep them happy? Find Leads Customer Retention Scaling I have a successful business, how can I continue to innovate? Stability Leadership Impact
  9. 9. SMBs Struggle to Keep Up With Customer Expectations Source: Third Edition of Small & Medium Business Trends Report, Salesforce Research
  10. 10. Salesforce for Small Business is Here to Help Meetal Hirani Senior Data Intelligence Officer Start with Essentials Grow with the Platform Innovate with AI Onboarding and Setup Sales Automation Support and Self-Service Platform and Ecosystem Mobility Marketing Automation Case Management Opportunity Management AI Predictions and Recommendations Advanced Analytics
  11. 11. Innovate with AI Grow with the Platform Start with Salesforce 3 Steps to Creating Exceptional Customer Experiences
  12. 12. Salesforce Essentials Get on the road to faster sales and happier customers Start instantly with simple setup Sell smarter and deliver faster support Scale as you grow
  13. 13. Innovate with AI Grow with the Platform Start with Salesforce 3 Steps to Creating Exceptional Customer Experiences
  14. 14. Your Playbook for Growth Engage at the right time with connected marketing Support on any channel with connected service Accelerate productivity with connected sales FIND WIN KEEP
  15. 15. Deliver relevant content Nurture dead leads Drive Engagement with Personalised Campaigns Send high quality leads to sales Pro-Tip: Use real time engagement data to surface the right content at the right time
  16. 16. Effectively manage pipeline Accelerate Rep Productivity and Drive Sales Pro-Tip: Use Sales Path to help reps follow your process Insight into marketing activities Customise views to track what matters most
  17. 17. Reduce case response and resolution time Provide customers self-serve help And Keep Customers Happier than Ever Did you know? 20 to 50% Of all helpdesk calls are related to access issues + password resets Increase team productivity
  18. 18. Innovate with AI Grow with the Platform Start with Salesforce 3 Steps to Growing your Small Business with Salesforce
  19. 19. 46% of SMB leaders believe their business is ready for Artificial Intelligence (AI) Innovation and Intelligence are Top of Mind Source: Third Edition of Small & Medium Business Trends Report, Salesforce Research
  20. 20. @Essentials Salesforce Einstein Your Smart CRM Assistant DISCOVER hidden insights and patterns in your data PREDICT outcomes for every function and industry RECOMMEND the best action, offer, or engagement AUTOMATE business processesand workflows
  21. 21. Innovate with AI Grow with the Platform Start with Salesforce 3 Steps to Creating Exceptional Customer Experiences
  22. 22. Kevin Egan Product Owner EW Technologies
  23. 23. Learn More Trailhead SMB Sessions HSUS, Getting Started With Salesforce, Local Events Closing Keynote @ 17.15pm