Businesses are looking to leverage social media as a way to gain deeper insight into what customers want and get feedback on how to improve the customer experience, while also attempting to navigate and utilize these same platforms for internal communication and creativity. Jeremy Cooper will share his insights on how cloud computing can bring together industry leading cloud platforms like Google, Facebook and Twitter with traditional contact center channels like phone, email and chat to capture every conversation and leverage every community expert in the cloud. He will also demonstrate how consumer driven sites have shown companies a smarter way to collaborate, leveraging ease-of-use and social features to create rich user experiences and improve productivity.

1. Business is now
Social Welcome to Cloud
Jeremy Cooper
Regional Vice President, Asia Pacific
salesforce.com
Thursday, 16th September 2010
Bangalore, India

2. Cloud Computing
For more than a decade, The Consumer Web has been showing business a better way

4. 2009: Social Networking Surpasses Email
Social Networking Users
Surpass Email Users on 7/09
Social Networking Users
Email Users
Source: Morgan Stanley Internet Mobile Report, December 2009
Data is for unique, monthly users of social networking and email usage.

5. Broad Change in Internet Usage
Top Internet Use Cases
6/06 9/06 12/06 Search
3/07 6/07 9/07 12/07
3/08 6/08 9/08 12/08
3/09 6/09 9/09
Source: Morgan Stanley Internet Mobile Report, December 2009

6. Next Generation Devices
Changing how we access the Internet
Device Shipments
Smartphones
Notebook PCs
Desktop
2005 2006 2007 2008 2009E 2010E 2011E 2012E 2013E
Source: Morgan Stanley Internet Mobile Report, December 2009

7. The Facebook Imperative
The World has changed!
Low Cost . Fast . Easy-to-use Collaboration . Real-time . Mobile
2000 2010
Amazon.com Facebook
Tabs Feeds
Pull Push
Click Touch
Desktop Smartphone/Tablet
Fixed Mobile
Location Unknown Location Aware
Windows/Mac Cocoa/HTML 5

8. Corporate Networks
How can social networking/media help?
Internal Networks External Networks
Employees Customers & Partners
How can social networking/media: How can social networking/media:
• Make my employees more productive? • Leverage my customers for innovation?
• Make my company more competitive? • Help me protect and manage the brand?
• Attract and retain employees? • Create a better and differentiated experience?
• Create new revenue channels?

9. Today, It’s Impossible To Stay On Top Of Everything

10. Today, It’s Impossible To Stay On Top Of Everything
It’s frustrating to hear…
A colleague knows Prices have Problem at a key
key decision maker changed customer
…after losing …after sending …after the customer
the deal the proposal has left

11. The Consumer Web Has Shown Business A Better Way
500M+ people collaborate every day
- The Economist
November 2009
Status Updates . Profiles . Feeds . Filters

12. On Facebook, the Insights Come to You
Status Updates . Profiles . Feeds . Filters
Bob Iger
CEO, The Walt Disney Company
Fortune Brainstorm Tech 2009

13. What if enterprise collaboration worked like
Facebook?
But was private, secure, and trusted?

14. Welcome To Cloud
Business Insights Come To You
Status Updates . Profiles . Feeds . Filters
People Documents Apps
Mark Silber
Qualcomm

15. Why Does Chatter Matter?
Enterprise Collaboration
Help Sales Close Deals Communicate With Team & Groups
Collaborate With Dashboards Interact Globally
Follow Campaign Performance Share Presentations &
Documents
Visibility Into Workflow

17. “ There’s no reason why businesses can’t be more:
Insightful
Productive
Spontaneous
Fun
… better still a far more place to work.
”
Sumeet Vaid
Founder & CEO
fFreedom Financial Planners

18. Business Networks
How can social networking/media help?
Internal Networks External Networks
Employees Customers & Partners
How can social networking/media: How can social networking/media:
• Make my employees more productive? • Leverage my customers for innovation?
• Make my company more competitive? • Help me protect and manage the brand?
• Attract and retain employees? • Create a better and differentiated experience?
• Create new revenue channels?

19. How We Think About Communities @ Salesforce
Salesforce Marketing Model: Dialogue-Centric
Customers Website
Bloggers Events
Twitter/Facebook Demand generation
Analysts Lead management
Press
Launch events
Salesforce communities
Salesforce Ideas, Blogs & Answers
Twitter/Facebook

20. Three Pillars To Our Community
Salesforce Marketing Model: Dialogue-Centric
Community On Our Official Conversations
Our Site Social Media Channels On Other Sites
Blogs YouTube Twitter
Ideas Twitter Blogs
Answers LinkedIn Forums
Knowledge Facebook Video
Testimonials Slideshare Images
User Groups Flickr Mainstream
News

21. Crowd Sourcing
Tapping our Global Customers for Innovation

22. Crowd Sourcing
Tapping our Global Customers for Innovation
• 10,335 ideas
• 230,233 votes
• 23,501 comments
• 400 ideas delivered
• Transparent feature requests
• Analytics for Product Managers
• Closed idea loop for users

23. Crowd Sourcing
Leading companies tapping their External Networks for Innovation

24. How Can Companies Join The Conversation?
Today’s Contact Centres Cannot Connect with Customers
Companies But customers
have invested here are over here (in the Cloud)
Phone Chat Email

25. Customer Service @ Bank of America
Joining The Conversation

27. Frequency & Volume Are Being Dialled Up
Why Businesses MUST Get Social
2000s Mobile Internet Computing
1990s Desktop Internet Computing
1980s Client/server Computing
1970s Mini Computing
1960s Mainframe Computing

28. Thank You
CONFIDENTIAL – DO NOT DISTRIBUTE