Welcome to the

Customer Success Platform

Connect with your customers in a whole new way

Sanatan Srivastava
IRT Computer Solutions India Pvt. Ltd
sanatan@iconresources.com

Celebrating 15 Years of
Customer Success
Worlds #1 CRM company

Worlds most admired software company

#1 most admired
in software

#7 best company
to work for

Worlds most innovative company

2011 2012 2013 2014

4TH YEAR IN A ROW!

Growth Driven by Customer Success

Fastest growing top 10 software company

$1.38B
FY15 Q3 Revenue

FY08

FY11

FY15

Connect With Your Customers

in a Whole New Way
Cloud
LTE
Mobile
Server
Server
Mainframe

SNA

LAN //WAN
LAN
WAN

Client
Client

Terminal

Thousands

Millions

Billions

connected
things

Trillions customer
interactions

The Customer Gap

Customers

Your Company

77%
of customers are not
engaged with companies

Not engaged with:

Your mobile apps
Your communities

Service Agents

Your employees

Salespeople
Marketers

Engaging With Customers Delivers Success

Faster
deployment

Increase
in sales

32 %

Customer
satisfaction

Marketing
ROI

Customer
retention

40 % 40 % 39 %

Average Percentage Improvements Reported by Salesforce Customers

Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected. Response sizes per question vary.

55 %

Become a Customer Company

Connect with your customers in a whole new way
Sales

Service
Marketing

Apps

Community
Analytics

The Customer Success Platform

Shared services across applications

Sales

Service

Marketing

Community

Analytics

Apps

Shared
APIs

Shared Identity

Customer Success Platform Services

Shared
Data

Shared
Workflow

Shared
Reporting

Shared
Collaboration

Trusted Cloud Infrastructure

Sales Revolution
5B smartphones by 2017

Sell in a whole new way

Connected sales teams
Digital sales aids
Integrated customer platform

Sales Cloud: Worlds #1 Sales App

Sell
Smarter

Salesforce
Automation

Analytics

Sell
Faster

Collaboration

Marketing
Automation

Sell from
Anywhere

Mobile

Productivity
apps

Sales Cloud Drives Customer Success

Lead
Conversion

Win
Rate

32

Sales
Productivity

39% 40 %
+

Forecast
Accuracy

45 %

32

Sales

Average Percentage Improvements Reported by Salesforce Customers

Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected. Response sizes per question vary.

Service Revolution
75B connected products by 2020

Service in a
whole new way
Connected products
Service journeys
Always-on customers

Service Cloud: Worlds #1 Service App

Service
Faster

Mobile
Service

Collaboration

Service
Smarter

Analytics

Self-service

Personalize
Service

Agent Tools

Communities

Service Cloud Drives Customer Satisfaction

Customer
Retention

Decrease in
Support Costs

Agent
Productivity

Faster Case
Resolution

%
42
%
%
40
40
39

40

Customer
Satisfaction

Average Percentage Improvements Reported by Salesforce Customers

Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected. Response sizes per question vary.

Marketing Revolution
Create 1:1 journeys

Store

Market in a
whole new way
Multiple channels
Personalization at scale
Connected customers

Mobile

Partner

Product

Email

Social

Marketing Cloud: Worlds #1 Marketing App

Build 1:1
Journeys

Journeys

Contacts

Personalize
Content

Content

Channels

Market
Smarter

Analytics

Apps

Marketing Cloud Drives Marketing ROI

Lead
Conversion

Lead
Volume

Faster
Campaign
Deployment

%
43
%
41
39%

40

Marketing
ROI

Average Percentage Improvements Reported by Salesforce Customers

Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected. Response sizes per question vary.

Community Revolution
2.3B social users by 2017

Contractors

Engage in a
whole new way
Engage experts
Deliver self-service
All on mobile

Home
Owners

Employees

Reimagine Customer & Partner Engagement

Create communities of action

Connect
Smarter

1:1 content

Analytics

Connect
Faster

Community
Templates

Moderator
Console

Connect to
Business

Business
Integration

Actions

Analytics Revolution
90% of worlds data created
in last 2 years
By 2020
10x mobile data
19x unstructured data
50x product data

Know your customers

in a whole new way

Analytics for the Rest of Us

Introducing Wave: The Salesforce Analytics Cloud

Everyone

Any Data

Search Based

Mobile

Collaboration

Self Service

Platform

Build Analytic
Apps

Governance
& Trust

APP Revolution
Every company becoming
a software company

Build mobile apps fast

Employee apps
Customer apps
Partner apps

Build Apps Fast. Build Business Faster.

Customer Apps

Employee Apps

Create engaging
customer-facing
apps faster

Build powerful
employee-facing
apps faster

Salesforce1 Platform

Sales

Service

Lightning

Marketing

Community

Analytics

Apps

Builder Framework Components

Force.com Heroku Wave

Shared
Data

Shared
Workflow

Shared
Reporting

Shared
Collaboration

Trusted Cloud Infrastructure

Shared
APIs

Shared
Identity

The Fastest Path from Idea to App

Faster
Deployment

Faster
System Testing

Coding
Productivity

52
50
47
47
46
42

Decrease
in IT Costs

Faster
Integration

Faster
Configuration

Faster
Design

Average Percentage Improvements Reported by Salesforce Customers

Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected. Response sizes per question vary.

55

The Customer Success Platform

Connect with your customers in a whole new way
Sales

Service
Marketing

Apps

Community
Analytics

Thank you