A new era of end to-end service for the connected world - Chet Chauhan, VP Product Management, Salesforce
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The document discusses how service can differentiate companies in today's connected world where customer experience has become more important than price or products. It argues that companies need a connected service platform to provide faster, smarter, and personalized service. It shows how service-led companies have outperformed others financially and provides an example of Salesforce being recognized as a leader in customer engagement solutions. The document advocates that companies should become more customer-focused by building personalized customer journeys, connecting with customers across channels, using mobile technologies to improve service, and gaining deeper customer insights.
A new era of end to-end service for the connected world - Chet Chauhan, VP Product Management, Salesforce
- 1. How Service Can Differentiate Your Company New Era of Service for the Connected World Chet Chauhan VP Product Management [email protected] In/chetchauhan
- 2. Forward Looking Statement 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.
- 3. All Markets Are Being Disrupted Telcomms & Media Manufacturing & CSG Financial Services Healthcare & Life Sciences High Tech Any Industry 1:Many 1:1 Products Services Generic Personalized Reactive Preventative On-Premise Cloud Business First Customer First
- 4. The Age of the Customer Everyone and everything is connected IoT Data Science Social Mobile Cloud LAN/WAN Client Server SNA Mainframe Terminal Billions connected things of customer interactions TrillionsMillionsThousands
- 5. Connected Customers Have High Expectations Communicate with companies the way we communicate with friends “Connect every part of my experience.” Connected “Know what I want.” Smart Faster “I want it now.” Personalized “Make it relevant to me.”
- 6. “Customerexperiencehas overtakenpriceandproduct asthekeybranddifferentiator.” #1 The Future is All About Customer Experience Source: Customers 2020 Report Price Product Customer Experience
- 7. Connected Service in the Age of the Customer The distinction between products and services no longer exists
- 8. tax returns filed from a mobile device customers pressed the SOS button 11 1 million million
- 9. Service-led Transformations Improve Financial Performance Fuel Revenue Growth Lower Cost to Serve Engage Employees Improve CSAT +30%+15%+20% –20%
- 10. Service Leadership is the New Growth Opportunity Service Leader market performance vs. S&P, since ’00* 0 100 200 300 400 500 600 700 800 900 1000 Jan-09 Jan-10 Jan-11 Jan-12 Jan-13 Jan-14 Jan-15 Jan-16 ACSI Stock Portfolio S&P 500 Annual Returns: C-SAT Leaders Stock Portfolio vs. S&P 500. April 2000 (Inception) – January 2016 ACSI Stock Portfolio $697.67 S&P 500 $137.67 5X C-SAT Leaders have outperformed the S&P 500 by 5x
- 11. Complete CRM Open Ecosystem Scalable Metadata Platform Trusted Multitenant Cloud You need a Connected Service Platform Faster Service Built for efficiency w/ Lightning Console, Knowledge Base, Chatter Smarter Service Intelligent routing w/ Omni-channel, embedded analytics Personalized Service 360-degree view of the customer, embedded support Your Customer
- 12. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved. Magic Quadrant for CRM Customer Engagement Center May 4, 2016 Analyst: Michael Maoz, Brian Manusama Gartner has positioned Salesforce highest for ability to execute and furthest for completeness of vision in the Leaders quadrant of the 2016 Magic Quadrant for CRM Customer Engagement Center Years in a row named a Leader 8 Salesforce Continues Leadership in Customer Engagement
- 13. Service Leaders Play a Special Role Becoming a customer obsessed company BECOME A CUSTOMER COMPANY Build 1-to-1 customer journeys. Connect to your customers in a whole new way. Run your business from your phone. Get smarter about your customers.
- 14. thank y u