Welcome to the customer success platform for communications

Welcome to the Customer Success Platform for Communications Connect with Customers through 1:1, Effortless Journeys Andrew Baer SVP, Salesforce Industries Communications and Media abaer@salesforce.com Safe Harbor ​ 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 Connect With Your Customers in a Whole New Way Cloud LTE Mobile Server Mainframe SNA Terminal Thousands LAN / WAN Client 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 Today, Customers Demand Personalization Personalization Pull Financial Services Healthcare Communications & Media Personalized Coaching Personalized Care Personalized, Effortless Journey Retail Personalized Shopping Everywhere Government Personalized Engagement Anytime Manufacturing & Automotive Personalized, Fast engagement And Companies are Pressured to Engage Deeper Personalization Pull Deeper Engagement Push Personalized Coaching Consumer focus (Volcker Rule) Personalized Care New Reimbursement Rules (ACA) Personalized, Effortless Journey Over-The-Top Disruption (Whats App) Retail Personalized Shopping Everywhere Online pressure (Amazon) Government Personalized Engagement Anytime Expectation & Trust Gap Personalized, Fast engagement Internet of Things Financial Services Healthcare Communications & Media Manufacturing & Automotive Companies Need a Customer-Centric System of Engagement Products Treatment Infrastructure Merchandising Transactions Products Systems of Record Systems of Engagement Cloud Mobile Social Data Science Complete, Customizable CRM Communications Industry Competitive & Margin Pressures Driving Shift Towards Customer ​ Bandwidth Explosion ​ Over-the-Top Disruption ​ Industry Consolidation ​ New Providers Disruptors Setting New Bar for Customer Demands ​ Need for 1:1, Effortless Journeys App Store OTT Voice M2M OTT Messaging Data OTT Video Telcos Must Reimagine Engagement 1:1, Omni Channel, Effortless Customer Journey Easy & personalized journey right for every situation Collaborative Employee and Partner Journey Empower employees & partners to collaborate around customer IT Agility for Business Agility Agile platform that keeps up with changing needs Omni-Channel Engagement Platform ü  Shared Engagement Platform ü  Customer-Centric Data Model ü  Connected Experiences ü  Accelerated Innovation ü  Shared Analytics Across Channels Single Platform of Engagement Across Agent & Unassisted Channels Retail Indirect Channel Direct Sales MDU Call Centers Field Techs Self Service COM Social Care eCare Communities Apps Customer Success Platform For Communications Billing Order Mgt Provisioning Service Assurance Product Master WFM Systems of Record Optimized for Transaction Processing TN Mgt Serviceability Salesforce Industry Solutions for Both B2B & B2C Connected Customer Subscriber Ordering Subscriber Service Business Customer Lead To Order 360 View of Customer Communities of Interest Troubleshooting App Enterprise Sales Enhanced Self-Service Customer Facing Apps eBilling/EBPP SMB Sales Content and Offer Recommendations Predictive Intelligence Agent Trouble Management Mobile Sales & Ordering Subscriber Analytics Acquisition and Retention Through Social and Mobile Agent Billing Inquiry & Resolution Complex Order Configuration Account Management Enterprise Account Mgt Consumer Facing Apps Campaign Management Customer Success Platform For Communications Salesforce Works with your BSS/OSS Environment Channels Retail Indirect Channel Direct Sales MDU Call Centers Field Techs Self Service.com eCare & Social Care Communities Apps Telephony Common Objects Product Catalog Products BSS Marketing Customer Management Sales Orders Inventory Scheduling Order Management Product Master Order Orchestration Supply Chain Network Provisioning Trouble & Case Management Trouble Tickets Billing Inquiry & Resolution Billing Billing Service Assurance Workforce Management Order Management OSS Order Capture Problem Management Service & Resource Inventory Activation Network Rating Rating&& Billing Billing Diagnostics Billing Policy & Realtime Charging Mediation Connecting to Customers in a Whole New Way ​ Uniquely Salesforce: Innovation, Agility, Cloud, Mobile, Customer Enterprise Multi-Tenant Cloud for Business and IT Agility Omni-Channel with Social Integration for Effortless Journeys Everywhere Cloud Collaboration to harness Crowd Sourcing Of Employees, Customers, Partners, and Networks Proven Technolgy Sales Cloud, Service Cloud, Marketing Cloud, Salesforce Platform Omni Channel Demonstration Quadstar omni-channel experience Meet Jake Customer Director Xfinity HD TV Product Social Chat Email Store Apps Analytics Thank you [...]... Care eCare Communities Apps Customer Success Platform For Communications Billing Order Mgt Provisioning Service Assurance Product Master WFM Systems of Record Optimized for Transaction Processing TN Mgt Serviceability Salesforce Industry Solutions for Both B2B & B2C Connected Customer Subscriber Ordering Subscriber Service Business Customer Lead To Order 360 View of Customer Communities of Interest...Disruptors Setting New Bar for Customer Demands ​ Need for 1:1, Effortless Journeys App Store OTT Voice M2M OTT Messaging Data OTT Video Telcos Must Reimagine Engagement 1:1, Omni Channel, Effortless Customer Journey Easy & personalized journey right for every situation Collaborative Employee and Partner Journey Empower employees & partners to collaborate around customer IT Agility for Business... Omni-Channel with Social Integration for Effortless Journeys Everywhere Cloud Collaboration to harness Crowd Sourcing Of Employees, Customers, Partners, and Networks Proven Technolgy Sales Cloud, Service Cloud, Marketing Cloud, Salesforce 1 Platform Omni Channel Demonstration Quadstar omni-channel experience Meet Jake Customer Director Xfinity HD TV Product Social Chat Email Store Apps Analytics Thank you... & partners to collaborate around customer IT Agility for Business Agility Agile platform that keeps up with changing needs Omni-Channel Engagement Platform ü  Shared Engagement Platform ü  Customer- Centric Data Model ü  Connected Experiences ü  Accelerated Innovation ü  Shared Analytics Across Channels Single Platform of Engagement Across Agent & Unassisted Channels Retail Indirect Channel Direct... Billing Service Assurance Workforce Management Order Management OSS Order Capture Problem Management Service & Resource Inventory Activation Network Rating Rating&& Billing Billing Diagnostics Billing Policy & Realtime Charging Mediation Connecting to Customers in a Whole New Way ​ Uniquely Salesforce: Innovation, Agility, Cloud, Mobile, Customer Enterprise Multi-Tenant Cloud for Business and IT Agility... Self-Service Customer Facing Apps eBilling/EBPP SMB Sales Content and Offer Recommendations Predictive Intelligence Agent Trouble Management Mobile Sales & Ordering Subscriber Analytics Acquisition and Retention Through Social and Mobile Agent Billing Inquiry & Resolution Complex Order Configuration Account Management Enterprise Account Mgt Consumer Facing Apps Campaign Management Customer Success Platform For. .. Apps Campaign Management Customer Success Platform For Communications Salesforce Works with your BSS/OSS Environment Channels Retail Indirect Channel Direct Sales MDU Call Centers Field Techs Self Service.com eCare & Social Care Communities Apps Telephony Common Objects Product Catalog Products BSS Marketing Customer Management Sales Orders Inventory Scheduling Order Management Product Master Order ... 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. .. 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... LAN / WAN Client 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