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Innovation Presentation To PTC Boston

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A presentation on the Salesforce innovation culture and complete focus on customer success in everything we do.

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Innovation Presentation To PTC Boston

  1. 1. The Innovation Imperative in the Age of the Customer ​Peter Doolan ​EVP, Digital Transformation & Innovation ​@peterdoolan pdoolan@salesforce.com © 2016 Salesforce. All rights reserved.
  2. 2. Forward-Looking Statements ​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 yearand 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. © 2016 Salesforce. All rights reserved.
  3. 3. © 2016 Salesforce. All rights reserved.
  4. 4. A Journey Through History Gaius Plinius Secundus © 2016 Salesforce. All rights reserved.
  5. 5. A Journey Through History Tiberius Julius Caesar © 2016 Salesforce. All rights reserved.
  6. 6. A Journey Through History Aluminium © 2016 Salesforce. All rights reserved.
  7. 7. A Journey Through History Napoleon III Elected President in France's first ever popular vote in 1848 © 2016 Salesforce. All rights reserved.
  8. 8. 1864© 2016 Salesforce. All rights reserved.
  9. 9. 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’ © 2016 Salesforce. All rights reserved.
  10. 10. 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 First American institution of higher learning to regularly admit female and black students Julia Hall© 2016 Salesforce. All rights reserved.
  11. 11. Aluminium & Innovation • 1892 Alfred Nobel's sloop Mignon, first aluminium craft © 2016 Salesforce. All rights reserved.
  12. 12. Aluminium & Innovation • 1892 Alfred Nobel's sloop Mignon, first aluminium craft • 1893 UK Eros Sculpture at Piccadilly Circus in London © 2016 Salesforce. All rights reserved.
  13. 13. Aluminium & Innovation • 1892 Alfred Nobel's sloop Mignon, 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 © 2016 Salesforce. All rights reserved.
  14. 14. Aluminium & Innovation • 1892 Alfred Nobel's sloop Mignon, 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 © 2016 Salesforce. All rights reserved.
  15. 15. Aluminium & Innovation • 1892 Alfred Nobel's sloop Mignon, 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 © 2016 Salesforce. All rights reserved.
  16. 16. Innovation is a resource-liberating mechanism. It can make the once scarce the now abundant. © 2016 Salesforce. All rights reserved.
  17. 17. Let’s go invent tomorrow instead of worrying about what happened yesterday. – Steve Jobs © 2016 Salesforce. All rights reserved.
  18. 18. Every morning in Africa, a gazelle wakes up. The gazelle knows that it needs to run faster than the cheetah or….it will be eaten. Every morning in Africa, a cheetah wakes up. The cheetah knows that it must run faster than the slowest gazelle, or it will die of hunger...
  19. 19. S&P 500 in 1957 (first year of 500 companies)
  20. 20. in 2016 76 Companies Remaining: 15% S&P 500 Source: S&P500 Analysis
  21. 21. © 2016 Salesforce. All rights reserved.
  22. 22. Your company of customer data has been analyzed1< % 77% of customers are not engaged with companies The Customer Gap Your customers IoT Data Science Social Mobile Cloud © 2016 Salesforce. All rights reserved.
  23. 23. Organizations need to SMASH internal barriers to remove information and knowledge friction and make experiences seamless 703- 623- 8258 © 2016 Salesforce. All rights reserved.
  24. 24. The world OUTSIDE work has changed . . . The world INSIDE work hasn’t . . . Cloud Mobile Social Data Science What’s going wrong here? © 2016 Salesforce. All rights reserved.
  25. 25. Customer Centric Company Centric © 2016 Salesforce. All rights reserved.
  26. 26. Nothing is invented and perfected at the same time © 2016 Salesforce. All rights reserved.
  27. 27. Know Your Customer and Connect in a Whole New Way Connected Apps & Content Retail History Purchases Lifestyle Family Social Media Connections © 2016 Salesforce. All rights reserved.
  28. 28. “The most difficult thing is the decision to act, 
 the rest is merely tenacity.” AMELIA EARHART © 2016 Salesforce. All rights reserved.
  29. 29. Insurance customers would consider purchasing insurance from organizations other than insurers. 67%73%Millenials who would be excited about a new financial services from these companies than from traditional financial services firms. © 2016 Salesforce. All rights reserved.
  30. 30. Where are you? © 2016 Salesforce. All rights reserved.
  31. 31. Drop in premiumsin 15 years due to driverlesscars. - Celent 60% GM strikes $1bn deal in driverless car race March 11th Cruise purchase the latest in series of moves to head off Silicon Valley competition Tesla targets mass market with new Model 3 April 1st Flood of interest for the $35,000 electric car though delivery still over a year away © 2016 Salesforce. All rights reserved.
  32. 32. Approved by the FAA to test drones. © 2016 Salesforce. All rights reserved.
  33. 33. SERVICEENGAGE SELL Customer Data 4 1 3 2 5 6 7 8 9 1 0 1 1 5 7 10 11 Customer Data Customer Data Customer Data © 2016 Salesforce. All rights reserved.
  34. 34. IoT Data Science Social Mobile Cloud LAN/WAN Client Server SNA Mainframe Terminal The Age of the Customer ​Everything and everyone is connected MillionsThousands Billions of connected things of customer interactions Trillions © 2016 Salesforce. All rights reserved.
  35. 35. Connect With Your Customers in a Whole New Way Connected Employees Connected Communities Connected Apps & Products Connected Partners Connected Customer faster resolution time + 66% © 2016 Salesforce. All rights reserved.
  36. 36. Connect With Your Customers in a Whole New Way
  37. 37. Run Your Business From Your Phone 6B+smartphones by 2020 © 2016 Salesforce. All rights reserved.
  38. 38. © 2016 Salesforce. All rights reserved.
  39. 39. Build 1-to-1 Customer Journeys Connected products by 2020 75B 24° © 2016 Salesforce. All rights reserved.
  40. 40. Predictive analytics Machine learning Artificial intelligence Make Everyone and Every Thing Smarter ​Get smarter about your customers of world’s data created in last 12 months 90% © 2016 Salesforce. All rights reserved.
  41. 41. Sales Service Marketing Apps Community Analytics The Customer Success Platform Connect To Your Customers In A Whole New Way © 2016 Salesforce. All rights reserved.
  42. 42. Your Customers Are More Connected Than Ever Before ​Data from devices, apps, sensors and more should improve their experience © 2016 Salesforce. All rights reserved.
  43. 43. Introducing the IoT Cloud ​Powered by Thunder ​Connect with any device, activity, or data source ​Manage billions of customer interactions from any device and app ​Gain a complete 360 view of your customers ​Combine real-time IoT and CRM data for a 360 view of your customers ​Build 1 to 1 customer engagements at scale ​Reach every customer through sales, service, marketing with Salesforce Powered by Thunder Real-time Trigger Action Intuitive UI 1 to 1 Connected to Salesforce © 2016 Salesforce. All rights reserved.
  44. 44. The Connected Customer Connect via Chat, Social, Mail Engage anywhere via Apps Encourage Browsing Support Interests Create location- aware offers Suggest Purchases Every Interaction is a Chance to Engage With Your Customers ​New sources of information offer new opportunities © 2016 Salesforce. All rights reserved.
  45. 45. Your Products are Disconnected From Your Business Systems Buying habits preferences contact preferences location Store visits app interactions usage stats Your Company Your Internet of Things © 2016 Salesforce. All rights reserved.
  46. 46. ​Combine customer history data with real-time events from devices, sensors, apps, and more Get a Complete View of Your Customers with IoT Cloud Data from Salesforce Data from Internet of Things Website Data Social Posts Location Data App Data Device Data Ecommerc e Data Sales History Service History Marketin g History Community Engagement History IQ and Predictions Custom App History Customer Profile© 2016 Salesforce. All rights reserved.
  47. 47. IoT Requires Handling Two Classes of Data ​Combining real-time data with context to create 1 to 1 journeys Streaming, real-time data • Changes frequently, “fast” • Login activity, temperature, flow Contextual data • Changes infrequently, “slow” • Name, Address, Marital status 1 to 1 Journeys Forecast: Thunder Location: Seattle, WA Loyalty: Platinum Destination: Seattle, WA © 2016 Salesforce. All rights reserved.
  48. 48. What is a 1 to 1 Journey? Service Automation Adverse Weather Trigger In-flight Custom Preferences Flight re-booked before touch down © 2016 Salesforce. All rights reserved.
  49. 49. The IoT Journey © 2016 Salesforce. All rights reserved.
  50. 50. How Does the IoT Cloud Work? 3RD Party Systems Listen to the world at IoT scale 1 to 1 proactive engagement through Salesforce Trigger actions with real-time journeys IoT Device Data Context and Customer Profile Store © 2016 Salesforce. All rights reserved.
  51. 51. IoT Cloud Connects Devices to Systems of Engagement Sales Deliver personalized buying preferences and Automate reorders Sales Cloud Service Automatic case creation from error messages or usage history Service Cloud Marketing Device engagement launches marketing journeys and emails Marketing Cloud Custom Processes Custom App or device interaction triggers custom workflow App Cloud © 2016 Salesforce. All rights reserved.
  52. 52. Take A Customer Journey Awareness - Social Ad integration. - Social monitoring. Lead Generation - Landing page optimization. Research - Welcome scenario. - Lead nurturing scenario. Onboarding Call-center, Sales rep cooperation. Engagement Update progress report through cross channel. ex. APP, SMS Engagement Personalized email. Personalized content. Advocate Share experience using social media. Questionnaire. Brand Awareness Estimate/Evaluate Consultation/Contract Deal with accident/Payment Share Experience Retention Engagement Announcementnew service of product. Renewal Cross-Selling © 2016 Salesforce. All rights reserved.
  53. 53. =+Culture Innovation Engagement © 2016 Salesforce. All rights reserved.
  54. 54. Intentionally Create A Culture of Innovation I don’t care if it’s my idea, an employee’s idea, a competitor’s idea, a partner’s idea or some other associate’s idea. My job is to build a culture of innovation. That’s something that we try to enforce. We encourage it. We value it. We notice it. We compensate for it. We require it. “ ” MarcBenioff, 2013 INSEAD interview: http://knowledge.insead.edu/innovation/entrepreneurship/the-worlds-most-innovative-companies-2013-2596#AJOZjkdpHv53vxGC.99 © 2016 Salesforce. All rights reserved.
  55. 55. Marc Benioff’s Vision My vision was to make software easier to purchase, simpler to use, and more democratic without the complexities of installation, maintenance, and constant upgrades. “ ” © 2016 Salesforce. All rights reserved.
  56. 56. Our deeply engaged employees are at the heart of our success SOURCE: Gallup “State of the Global Workforce” “Engaged employees feel a sense of passion for their work, a deep connection to their employer, and spend their days driving innovation and moving their company forward.” © 2016 Salesforce. All rights reserved.
  57. 57. New Philanthropic Model ​1-1-1 Model 1.3M+ Service hours1% Time $115M+ Grants1% Equity 28K+ Nonprofit organizations 1% Product pledge1percent.org $250M Donated product 500+ Companies Pledge 1% © 2016 Salesforce. All rights reserved.
  58. 58. Epidemic of Disengagement ​Gallup’s “State of the Global Workplace” Study SOURCE: Gallup “State of the Global Workforce” 230K employees in 142 countries ENGAGED = Innovating13% DISENGAGED = Sleepwalking63% ACTIVELY DISENGAGED = Sabotaging24% © 2016 Salesforce. All rights reserved.
  59. 59. The Naked Organization Era of heightened corporate transparency 61% of US jobseekers now visit Glassdoor during their job search 30M Unique monthly users on Glassdoor Restaurants Hotels Jobs © 2016 Salesforce. All rights reserved.
  60. 60. The War for Talent Greater workforce mobility + skills shortages © 2016 Salesforce. All rights reserved.
  61. 61. Aloha Culture © 2016 Salesforce. All rights reserved.
  62. 62. recommend Salesforce to others 88% Salesforce Customers are Our Strongest Advocates will continue to use Salesforce in the future 93% © 2016 Salesforce. All rights reserved.
  63. 63. …and Our Best Critics: Their Voice Drives our Innovation © 2016 Salesforce. All rights reserved.
  64. 64. How Ignite Tackles Barriers to Innovation 1. Align with leadership priorities to ensure a mandate for change 3. Understand user- needs and use them to co-create a vision that motivates the organization 2. Challenge organizational orthodoxies that limit what’s believed to be possible 4. Rapidly deliver working prototypes and iterate from there © 2016 Salesforce. All rights reserved.
  65. 65. or·tho·doxy noun ˈȯr-thə-ˌdäk-sē 1. A deeply-held, and commonly- accepted, custom, convention or belief © 2016 Salesforce. All rights reserved.
  66. 66. We create a vision for transformation through an agile and iterative “design thinking” process with input and ideas from your team. Start with current vision and assets Add perspective of stakeholder personas and their pain points and needs Incorporate inspiration from other industries Co-create a revised vision and roadmap for cross- organizational alignment © 2016 Salesforce. All rights reserved.
  67. 67. Design thinking applies innovation strategies based on human insight BUSINESS TECHNICAL HUMAN What is Desirable? What is Viable? What is Feasible? © 2016 Salesforce. All rights reserved.
  68. 68. Challenge internal orthodoxies and inspire a cross- functional team to co-create new solutions Bring the future vision to life, supported by a case for change and roadmap Identify unmet stakeholder needs and align leaders around a vision for change DODAREDISCOVER Our Methodology © 2016 Salesforce. All rights reserved.
  69. 69. Customized vision work session experience Co-created concepts Cross-functional alignment Vision Story Demo / Prototypes Business Case Roadmap Employee and client experience insight based personas Critical pain points and moments of engagement DODAREDISCOVER Outcomes © 2016 Salesforce. All rights reserved.
  70. 70. ​ Transformation is a team sport! Account team: Provide context, extend relationships Vision lead and co-lead: Frame new transformation, Facilitate change Solution Engineering: Define the solution; Demonstrate the “how-to” Business Value Services: Define the path to value Customer Executive Sponsor: Lead and drive the vision Customer Engagement Director: Facilitates the program and follow-on actions Key Executive Stakeholders: Contributes and embraces adoption of change Third Party Experts: Integration Partners, Thought Leaders & © 2016 Salesforce. All rights reserved.
  71. 71. The future can’t be designed in Excel.” - Escko Aho, Head of CSR, Nokia “ © 2016 Salesforce. All rights reserved.
  72. 72. LET’S IGNITE!© 2016 Salesforce. All rights reserved.
  73. 73. Become a Customer Company © 2016 Salesforce. All rights reserved.
  74. 74. thank y u © 2016 Salesforce. All rights reserved.

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