Selling The Customer Success Platform

Mike Robinson
Senior Manager, APAC Industries and Partners
November
October 8, 27th,
20182018
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 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
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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.
We Are All Moving Forward

4th Industrial
Revolution
3rd Industrial
Connected
2nd Industrial Revolution
1st Industrial Revolution
Revolution Computing
Electricity
Steam

1700s 1800s 1900s Today

We Are All Connected
Welcome to the Fourth
Industrial Revolution
Customer
Success
Platform
Connect to
your
customers in
a whole new
way
Unilever Predictive selling to
retailers
360 Collaboration across 190 6,000 intelligent agents
countries
Powered by the
Customer Success
Platform

92,000 enabled Insights across brand

employees journeys

Vision
Reimagine product
innovation Self-service concierge B2B commerce for
retailers

Retailers &
Consumers
Promotions management Rich brand experiences

4,000 smarter 66 employee apps

employees
50 connected systems
Salesforce for Sales
Built on the world’s #1 CRM platform

Sell Faster
Sales enablement | Trailhead NEW

Inside sales | High Velocity Sales NEW

Sales automation | Sales Cloud

Sales
Sell Smarter

28%
B2B marketing automation | Pardot
Sales intelligence | Sales Cloud Einstein

greater revenue
Sell the Way You Want
Configure, price, quote, bill | CPQ & Billing NEW

Channel management | PRM

Source: Average Percentage Improvements Reported by Salesforce Customers: Salesforce Customer Success
Metrics Survey conducted 2015-2017 among 7,000+ customers randomly selected. Response sizes per question vary.
There’s an Opportunity for Sales Organizations
AI-empowered salespeople will have an edge

“I'd be more

80%
worried about being
replaced by another
salesperson who is
72%
of sales teams
using intelligence
report a positive
empowered
impact on of business leaders by intelligence
have deemed
customer
retention.
artificial intelligence than by a machine.”
to be a
“business advantage”

Sources: The AI Revolution, PwC, How Artificial Intelligence is Pushing Man and Machine Closer Together, The Future of Sales Is Artificial Intelligence
But For Sales Teams, AI is Too Complex
Need funds, highly skilled data scientists

What
businesses
want
Intelligence

Hidden complexity
Team of experts

Modeling & data science

Infrastructure

Context
We’ve Learned from the Best Sales Teams in the World
 Common Sales Challenges Make it Hard to Beat Quota

2/3
Manual Processes Lack of Visibility Inflexible Systems
No lead routing or Lack of pipeline visibility
opportunity management
Hard to access information
on-the-go
Time per day
Inability to forecast salespeople
Lack of automation Disparate systems spend not selling
No single view of customer
Poor data quality Difficult to customize
Key Discovery Questions
1. What are the steps in your sales process?

2. Is your entire sales team standardized on one sales process?

3. How much time do you sales reps spend not selling?

4. How are your sales teams structured?

5. How do you automate and standardize processes like pricing approvals?

6. How do you collaborate on sales deals?

7. How do your reps prepare sales quotes? How do you forecast by product?

8. How does your business forecast and track pipeline? How do you collaborate on the data?
Blaze a New Trail to Service Transformation
With Service Cloud, the world’s #1 Service Platform

Mike Robinson
Senior Manager, APAC Industries and Partners
November
October 8, 27th,
20182018
For Customer Service, It’s Hard To Help
With So Many Competing Priorities

Operatio
n
excellenc al
e

Service
n
innovatio
Cost
Reduction Siloed
systems
Rising
expectations
Customer Agent
satisfaction experience

New
workforce
Salesforce for Service
Built on the world’s #1 CRM platform

Connect Your Service

Customer service | Service Cloud
Automation | Lightning Flow for Service NEW

Empower With Intelligence Service

Service intelligence | Service Cloud Einstein

32%
Chat bots | Einstein Bots for Service NEW

Personalized Across Digital higher customer

Portals and communities | Self-Service satisfaction
Messaging, chat, and social | Digital Engagement

Elevate Your Workforce

Field service | Field Service Lightning
Proactive service | IoT

Source: Average Percentage Improvements Reported by Salesforce Customers: Salesforce Customer Success
Metrics Survey conducted 2015-2017 among 7,000+ customers randomly selected. Response sizes per question vary.
Customer Service

Next-Gen Service with Service Cloud Lightning

Lightning Service Console

Lighting Service Setup SLAs & Entitlements

Case Management Knowledge

3rd Party Data Integration CTI Integration

Macros
Workflows
& Approvals
Omni-channel
Routing Custom
Reports

+31%
Faster Case
Resolution

Omni-channel Supervisor Kanban Case View Analytics

Source: Salesforce Customer Success Metrics Survey conducted 2015-2017 among 7000+ customs randomly
selected. Response sizes per question vary.
 “Gathering feedback and
engaging with our customers
is made possible with
Salesforce.”
Viktor van der Wijk, Director Digital
Marketing, AirFrance KLM

KLM Soars Over the Industry with Social Service Cloud

Marketing, Apps, and Service Marketing Cloud

Platform
Challenge Solution
Management of 45,000 social mentions per Expanding bandwidth with Social Studio to
week in 11 different languages handle 75,000 social mentions weekly 66%
Increase in responses to
Personalization for customers in the 67 Building custom mobile app in Heroku for social mentions
countries around the world where KLM flies responsive feedback and ratings
Better engagement with customers and a Connecting app to social and Service Cloud to 23min.
way to collect direct feedback help passengers check in and get flight Average response time,
updates compared to 1 week
previously
Tying social interactions to the customer
record, providing holistic view of the customer
AI for Service

Scale Support with AI for Agents and Customers PILOT

Built on the world’s #1 CRM Platform

Einstein Agent

Deflect top requests

Qualify & resolve routine customer requests
with Einstein Bots

Accelerate case resolution

Automatically understand, predict fields, and
triage cases with Einstein Agent

Make self-service effortless

Put the right answers into your customers’
hands the first time with Einstein Answers for
Customer Communities

Einstein Bots
 “With Service Cloud, we can
stay focused on viewer
engagement.”
Karen Van Kirk, Vice President, Viewer
Experience

Hulu Provides an Engaging Viewer Experience at Service Cloud

Massive Scale Community Cloud

Challenge Solution 47M

Rapid growth: 98% increase in average daily
signups in 6 months
47M unique users to support -- need to
deflect repetitive viewer inquiries
Viewer Experience Advocates struggled with
multiple screens to answer each inquiry
Personalized self-service on Hulu Help site total unique viewers
with robust Knowledge articles
360 omnichannel view, help site, chat, 360°
phone, social customer service, app stores omni-channel views
Future vision to scale viewer engagement with
Einstein bots and business flows
Field Service

Transform Customer Service from the Phone to the Field

Field service on the world’s #1 service platform
Dispatcher Console
Connect field operations seamlessly to your business
Elevate work order and entitlement management with CRM

Intelligently schedule and optimize resources

Automate appointment booking and resource scheduling

Deliver a cutting-edge, offline-first mobile experience

Empower mobile employees with easy-to-use apps

Power proactive service with the platform

Take instant action with IoT data and service analytics

Einstein Vision Android App

Sales and Service are Better Together
One experience. One platform. One 360-degree view of your customers.

Maximize Revenue | Increase Productivity | Know Your Customers

 “Everyone sells and everyone services,
and with Salesforce we have created a
seamless flow between the two.”
Victor Sachs, VP and Head of Customer Solution Centers,
Hewlett Packard Enterprise

Hewlett Packard Enterprise Breaks the Silos Service Cloud

between Sales and Service Sales Cloud

Challenge Solution
Missed opportunities to upsell due to silos Single point of entry into the post-sales
5X
increase in lead
between sales and service support experience generation
Lacked end-to-end visibility of customer Unified platform maximizes budget and
throughout lifecycle increases efficiency 60%
Limited innovation surrounding how to Support engineers able to submit leads to increase in lead
connect sales and service sales team for upsell conversion rates
Agile platform enabling rapid innovation to
satisfy customer needs
Community Cloud
Build Beautiful Digital Experiences, Fast

Mike Robinson
Senior Manager, APAC Industries and Partners
November
October 8, 27th,
20182018
 Salesforce for Customers, Partners & Communities
Built on the world’s #1 CRM platform

Engage Your Customers

Customer self-service and social | Customer Communities

Empower Partners
Partner relationship management | Partner Communities Communities

45%
Create Your Own Solution
Customer sites, portals, apps | Lightning External Apps

improvement in
Launch Faster with an Ecosystem customer satisfaction
Partner built industry solutions | Lightning Bolt

Source: Average Percentage Improvements Reported by Salesforce Customers: Salesforce Customer Success
Metrics Survey conducted 2015-2017 among 7,000+ customers randomly selected. Response sizes per question vary.
 Trailblazers Lead the Way with Community Cloud

210M
2017

310 million members

90M
2016

38M
2015

12M
2014

Start
2013
 Self-Service
Engaging and connected self-service experiences

Put Data at Your Customers’ Fingertips Customer Help Center

Connect customers to any business process

Extend Service to Every Customer

Surface up Salesforce knowledge articles, web-chat
and service bots

Help Customers Help Each Other

Deploy a forum for peer-to-peer collaboration

50%
Case Deflection

Source: Salesforce Customer Success Survey, Conducted from March 2015 to June 2017.
 Sales Cloud PRM
Channel management made easy with the world’s #1 CRM

Automate Onboarding Channel Sales Portal

Turnkey apps to easily recruit, train, and
enable partners

Amplify Marketing
Channel marketing automation to
effortlessly build demand
Accelerate Sales
AI powered platform to streamline sales
across the channel
Analyze Performance
Real time visibility and out-of-the-box 25%
analytics to track ROI Increase in
Partner Sales

Source: Salesforce Customer Success Survey, Conducted from March 2015 to June 2017.
 Build Your Own with Lightning External Apps

Create a Completely Custom Solution Brand Engagement Website

Develop an experience for your unique
business needs

Add Deep Platform Capabilities

Access custom objects, additional API
calls and more file and data storage
Harness the Power of the Lightning
Platform
Use no-code builders, pro-code tools,
and built-in enterprise services.
Salesforce for B2C
Mike Robinson
Senior Manager, APAC Industries and Partners
November
October 8, 27th,
20182018
 Market Leading Portfolio for Consumer Experience
Salesforce Acquisitions for Customer Experience Management 2018
2018 Front end
2017 B2B Cloud Integration
CMS eCommerce
2017
integration
Web Analytics
integration
2016
Data Management
2016
B2C
eCommerce
2013
Email Marketing
How Salesforce Enables Seamless Consumer Journeys
Sample Consumer Journey

Buys product
Consumer clicks
targeted ad

Is directed to Receives special offer after

commerce experience abandoning shopping cart

Downloads loyalty app Is put on cross-sell Gets suppressed from ad

journey campaign

Finds fellow hobbyists on Contacts support via text and Evangelizes experience on
customer community gets issue addressed Facebook
 Salesforce for B2C Marketing
Built on the world’s #1 CRM platform

Know Your Customer

Data management and sharing | DMP & Data Studio
Marketing intelligence | Datorama NEW

Web analytics | Google Analytics 360 NEW

Marketing

26%
Personalize with Intelligence
Marketing orchestration | Journey Builder

Real-time interaction management | Interaction Studio NEW

return on investment

Engage Across the Journey

Email and mobile messaging | Email & Mobile Studio
Digital advertising and social | Advertising & Social Studio

Source: Average Percentage Improvements Reported by Salesforce Customers: Salesforce Customer Success
Metrics Survey conducted 2015-2017 among 7,000+ customers randomly selected. Response sizes per question vary.
 Salesforce for Commerce
Commerce Cloud for B2B and B2C Commerce

Grow Your Business

Make business buying easy | B2B Commerce NEW

Extend commerce anywhere | B2C Commerce

Buy, fulfill, & service | Order Management Commerce
Personalize every experience | Einstein Shopping

Deliver Unified Experiences 21%

YoY same site
Trigger commerce messages | Commerce + Marketing
sales growth
Increase customer satisfaction | Commerce + Service

Source: Average Percentage Improvements Reported by Salesforce Customers: Salesforce Customer Success
Metrics Survey conducted 2015-2017 among 7,000+ customers randomly selected. Response sizes per question vary.
Strategic Partnerships

Analytical Content Management Extend capabilities

Marketing

- Real-time decisions Create & manage personalised Bi-directional integration with

- Next best action content for use in campaigns GA360
 GA

Salesforce Customer 360 FY20

Create a single, reconciled view of your customer

Connect the customer with clicks

Easily unite the notion of a customer across clouds

Access and manage data across Salesforce

Resolve data conflicts and execute cross-cloud operations

Unify the B2C customer experience

Deliver cross-channel experiences like Marketing for Commerce

Key Takeaway:
Easily create a common customer data
model across clouds, then deploy
connected experiences
Lightning Platform
The fast, easy, and fun way to build apps

Mike Robinson
Senior Manager, APAC Industries and Partners
December
October 8, 13 2018
2018
Today, Everyone Has an Idea for an App
Technology has the potential to transform everyone’s experience

Wellness Style Guide Recognition

Mentoring Compliance
Finance Ordering

Personal Deliveries Onboarding Recruiting

Assistant

Your Customers Your Employees

Your
App Idea
Salesforce for App Dev
Lightning platform brings together business and IT

Empower with No Code Builders

Partner ecosystem | AppExchange
User experience | Lightning App Builder

Process | Lightning Flow Builder NEW

Platform & Ecosystem

Deliver with Pro Code Tools

Dev tools | Salesforce DX

Open languages | Heroku

57%
faster app dev

Accelerate with Enterprise Services

Integration | Connect
Encryption & compliance | Shield

Source: Average Percentage Improvements Reported by Salesforce Customers: Salesforce Customer Success
Metrics Survey conducted 2015-2017 among 7,000+ customers randomly selected. Response sizes per question vary.
Fast App Dev & Customization
Anyone can build a custom app in minutes on Salesforce with Point-and-
Click, Drag-and-Drop or Code

Artificial Workflow Security & Collaboration Multi-Language APIs

Intelligence Engine Access Controls & Currency

Mobile Search Identity Reports &

Access Dashboards
Salesforce for Engaging B2C Experiences
Build modern apps with Salesforce Heroku

Build Engaging Apps

Web & mobile apps | Heroku Platform
Consumer scale | Microservices

Engagement
Empower Developers
Developer experience | Heroku DX

Collaboration with IT | Enterprise Teams NEW

50%
faster app dev
Accelerate with Enterprise Services
One-click CRM integration | Heroku Connect
Encryption and compliance | Heroku Shield NEW

Average Percentage Improvements Reported by Salesforce Customers:

Source: ‘The ROI of Building Apps on Salesforce’ – IDC July 2016
Salesforce for Integration
Frameworks for building the connected customer experience with
Salesforce
Mike Robinson
Senior Manager, APAC Industries and Partners
October 8, 2018
Complex Integrations Power Seamless Experiences

Security
Services

Customer Geo
Data Location
Data

Data
Services

Driver Billing
Data Data

Web Services
API Services
But Integration Can be Challenging
IT must navigate many requirements to connect data

Multiple Orgs
Legacy Data

API Management
Data Orchestration

Data Consolidation

Publish/Subscribe
The Salesforce Integration Trail
Connectivity solutions that adapt to your business needs

Real-Time Event Integration

Connected
Reference External Data

API-Led Connectivity
Across Many Systems
Start

Connect Salesforce Orgs

The Salesforce Integration Trail
Connectivity solutions that adapt to your business needs

Salesforce Event Bus

Connected

Integrate without Importing

Salesforce to OData Endpoint Act on Events in Real-Time
Event-Driven Integration

Start

Consolidate Salesforce Data Orchestrate Data with APIs

Salesforce Orgs to Heroku Postgres Many Systems to Many Systems
Support Any Integration Pattern with Salesforce
Take on any integration goal with a unified set of solutions

MuleSoft Salesforce Connect Heroku Connect

Connect Across Any System Salesforce to OData Endpoint Salesforce Orgs to Postgres

Salesforce Event Bus

API

Platform Events Customer 360 (Pilot) Salesforce APIs

Event-Driven Integration Common B2C Data Model Salesforce to API Endpoint