THOMSON REUTERS STREETEVENTS EDITED TRANSCRIPTs1.q4cdn.com/454432842/files/events/transcript/Sales... · 2015-11-12 · Lynn Vojvodich - Salesforce.com - CMO Thank you again. Thank

THOMSON REUTERS STREETEVENTS

EDITED TRANSCRIPTCRM - Salesforce1 World Tour - Chicago: Keynote

EVENT DATE/TIME: APRIL 24, 2014 / 3:00PM GMT

THOMSON REUTERS STREETEVENTS | www.streetevents.com | Contact Us

©2014 Thomson Reuters. All rights reserved. Republication or redistribution of Thomson Reuters content, including by framing or similar means, is prohibitedwithout the prior written consent of Thomson Reuters. 'Thomson Reuters' and the Thomson Reuters logo are registered trademarks of Thomson Reuters and itsaffiliated companies.

http://www.streetevents.com

http://www010.streetevents.com/contact.asp

C O R P O R A T E P A R T I C I P A N T S

Lynn Vojvodich Salesforce.com - CMO

Fergus Griffin Salesforce.com - SVP - Solutions and Product Marketing

Sarah Patterson Salesforce.com - VP - Sales Cloud Product Marketing

Bryan Wade Salesforce.com-ExactTarget - SVP - Email Products

C O N F E R E N C E C A L L P A R T I C I P A N T S

Welles Hatch City Year - CIO

John McGeachie Evernote - VP - Group Accounts

Ryan Lawrence Apple - Case and Development

P R E S E N T A T I O N

Unidentified Participant

The third great wave of computing is upon us. An era of hyper-connection. Billions of people (inaudible) devices connecting faster than ever. Butbehind all the technology, behind every connection, every act and every device is the single most important element of all -- the customer -- billionsof them, each armed with the ability to make choices and decisions that (inaudible).

Welcome to the internet of customers, the most powerful wave of the internet revolution happening now, today, right at this very moment. Yourcustomers are racing into the future and determining the future of your company. And it all comes down to this -- you need to get to the futurefirst, ahead of your customers, and be ready to greet them when they arrive.

Introducing Salesforce1, an all new platform engineered for the next customers, the next generation of apps and devices so you can sell, serviceand market like never before. A customer platform designed entirely to accelerate development and deployment in a mobile immersed world,with social collaboration at its core and 100% Salesforce [class] so you're not only [racing] for what's next, we're way out in front, ahead of next.

Here you'll find ATIs for any (inaudible) so you can connect with everything. A world class mobile [epic] change so you're instantly ready to buildand sell next generation apps for the Enterprise app revolution. Plus, a new admin app so you can quickly change things on the fly. This is whereone button instantly connects everything -- your customers, you employees, your partners, your products, everything you've ever created onSalesforce and everything yet to come.

It's the Salesforce you know and love, only better. Suddenly, opportunities are everywhere, along with the ability to service customers and (inaudible),connect one-to-one like never before and turn consumers into customers. Create anything you can dream up with the fastest path, from idea tofinished app. No hardware, no software, (inaudible). Absolutely nothing in the way of our commitment and number one goal -- to be the companythat helps you, and every single company, connect to your customers in a whole new way.

This is the new Salesforce. This is Salesforce1.

(Video Ends)

Lynn Vojvodich - Salesforce.com - CMO

Good morning. Good morning. And welcome to the Salesforce1 World Tour. I'm Lynn Vojvodich. And wasn't that an amazing introduction by twoChicago legends? First, we have Todd Foley, the voice of the Blackhawks, giving an introduction. Great game last night. I stayed up late to watchthe overtime, but it was well worth it. And Buddy Guy -- oh, my gosh. Buddy Guy, living legend. Thank you so much, Buddy -- that was just amazing.

2



APRIL 24, 2014 / 3:00PM, CRM - Salesforce1 World Tour - Chicago: Keynote



We've got a phenomenal day in store for you. And over the next hour-and-a-half, I'm going to take you on a journey. A journey in how you canconnect with your customers in a whole new way. To do that, we've got some amazing customers. We've got customers like Sony, like StanleyBlack & Decker. And they're going to share their stories of how they're connecting with their customers. It's going to be a great morning.

We came here to Chicago to inspire you, to energizes you, to motivate you. Are you guys inspired, energized and motivated after that introduction?That was awesome. But most of all, we came this morning to thank you. We want to thank each and every one of you for everything that you dofor us. We know that our success, Salesforce's success, is predicated on your success -- our customers' success. And we wouldn't be here todaywithout you. So we want to thank you, each and every one of you, for everything that you do for us.

You've propelled us as a leader, as an innovator, and as a company with a really unique culture, which I think you're going to see today. Gartnerhas named us the leader in customer relationship management, Ford has made us the most innovative company in the world -- not just for thelast year, but for the last three years. And we're on Fortune's list of the best companies to work for for the last six years. Thank you.

You've propelled our growth. And we've just had a phenomenal year and a phenomenal quarter. We had over $1 billion in revenue this last quarter,and 37% growth. We are the fastest growing software company of our size. And it's because of you. It's because of your success. Companies like[Intracado], like [Aeon], like Caterpillar, CDW, Career Builder. And we're growing with you here in Chicago. We just opened a beautiful office in RiverNorth last year. We have over 500 employees here in Chicago. We would love for you to come visit us, come to our executive briefing center, andlearn more about Salesforce and how we can help you.

So, as I mentioned, we had just a phenomenal quarter. And what I'd like to do now is share with you a few highlights from that quarter.

(Video Playing)


Something remarkable is happening. We're connecting with our customers like never before. We now have the power to connect everyone toeverything. And, thanks to you, our adventure has only just begun.

This past November, we experienced the largest gathering of leaders and innovators the industry has ever seen.


(Inaudible) keeps getting bigger and bigger every year.


I've been to the future. I've got it.


The customer response to all these new products and all these technologies is phenomenal. So thank you so much.


(Inaudible) for all things related to (inaudible).

3







The attendees have been awesome (inaudible). They're loving it.


I think (inaudible) surprise.


Culminating in our biggest launch to date.


Don't forget, behind each and every one of you that are (inaudible) on the internet, there is a customer.


The (inaudible) is just re-imagining work on mobile devices.


All in front of them on a screen and saying, 'Hey, what can we do to make this (inaudible)?


What should a connected world look like that was built around a [patient]?


And if all information comes together, that accelerates our knowledge.


The Salesforce1 platform absolutely impacts loyalty, connected products, connected communities, and it what keeps them coming back.


It's rooting for us in the next stage of [how to run the company].


Salesforce is (inaudible).

4







Salesforce is maintaining and growing it, I like it.


Salesforce.com has been a terrific winner for years and years. Salesforce is, quite simply, the best of the best.


So often in our industry we have all this internal energy, all this excitement, all the technological advancements. We need to be reminded, onceagain, why we're really here.


Helping is at the core of everything we do.


The situation was dire.


(Inaudible) extraordinary in the recovery effort.


Working (inaudible) Salesforce now is really (inaudible).


While inspiring others to do the same.


Our success is only measured by yours. Our vision (inaudible), because it's our connections that makes us who we are.


Thank you for making us who we are today.

(Video Ends)

5







Thank you again. Thank you. Companies should be valued not just by how much they've grown, but how much they've given. And I'm so honoredto work for a company like Salesforce that's so focused on giving back.

When we were founded 15 years ago, we pioneered a new business model with the cloud and software as a service. We pioneered the newtechnology model in the cloud. But we also pioneered the new philosophic model. And that's the 1/1/1 model. And that's where we give 1% ofour time, 1% of our equity and 1% of our products to a not-for-profit and charities in our communities.

(Inaudible) impact that over the last 15 years, we've given over 600,000 hours of employees' time, $50 million in grants, and more than 20,000not-for-profits and NGOs, (inaudible) their organizations onto Salesforce. Pretty phenomenal. Companies like Dropbox, VMware, Google, they'veall adopted the 1/1/1 model because they know how important it is to give back to the community.

And now, this is my favorite part of the show where we recognize all of you that give back to the community every day. If you work for a not-for-profitor NGO, please stand up. Awesome. Thank you so much for what you do for our communities.

As we tour the globe, everywhere we go, we want to recognize a local not-for-profit that's doing amazing work. And today is no different. Thismorning, we're going to recognize City Year and the incredible work that City Year is doing here in Chicago. Please join me in welcoming WellesHatch, the CIO and SVP of City Year. Welles? Thank you so much for joining us.

So, Welles I know that you work with children at risk here in Chicago, but can you tell us more about City Year and specifically what you do here inChicago?

Welles Hatch - City Year - CIO

Sure. (Inaudible - microphone inaccessible).


Such amazing work. Can you tell us how Salesforce has helped you with City Year?

Welles Hatch - City Year - CIO

(Inaudible - microphone inaccessible).


Well, Wells, thank you so much for the work that City Year does, and especially the work that you do here in Chicago. Thanks so much.

What I love, love, love, love about our industry is that it's constantly changing. And we are, I think, at the most exciting time I've ever seen incomputing. This is an era where everything is connected. We will have 75 billion devices in the coming years that are connected.

I'm connected this morning. I've got my Fitbit on. And my Fitbit notifies me when I walk 10,000 steps every day. So I think, in this show alone, I'mgoing to hit my target. But with Fitbit, what's so great about it is that it motivates me to get up and move. It motivates me to get my 10,000 steps.But I also got to compete. I got to compete with my friends.

6






And I gave my father a Fitbit for his birthday. And my dad is actually Buddy Guy's age. My dad is 77. Buddy Guy is pretty amazing at 77. I hope I lookthat good at 60. He was rocking it. But my dad and I compete every day now for steps. So, Dad, you're online. I'm going to beat you today. I gotsteps right here.

So everything is connected. This is an era of hyper-connectivity. But behind all this technology, behind all these devices, behind all these apps,behind all these products is the most important thing of all -- and that's the customer. And though we can connect everything, when we canconnect our products, when we can connect our apps, when we can connect all of our devices with our people, we can connect to customers in awhole new way. And this is so much more powerful than the internet of things. This is the internet of customers.

GE is a great example. So I flew out two days ago from San Francisco to O'Hare on a United jet. How many of you have made that flight before?Lots of times. Yes. And on that jet are GE engines. So GE has connected to the internet of customers through its jet engines. It streamed all thatdata down from the flight so that the GE engineers can collaborate real-time with the Boeing engineers and the United maintenance teams. Thisis fundamentally changing how we operate, how we live, how we do business.

And it's because of huge changes in technology that are enabling us to engage in new ways with our customers. It's through social, it's throughmobile, it's through cloud, it's through connected devices. Social, we have over 4 billion users on social networks today. As a marketer, I canunderstand, I can know, I can connect, I can engage like I've never been able to before through these social networks. And it's through our mobiledevices.

This is a dashboard to my life. And it's not just my personal life, I run my business from my phone. We were out to dinner last night with a customerand she asked us about the event. And I could just pull up on my phone the app from today, tell her how people are registered, that Buddy Guywas performing -- although I already knew that -- all the industries that you are in. But it's a way for me to connect like never before through thesemobile devices.

And then, of course, with all these connected products, not just about my Fitbit or the GE engine. It's everything. It's my car, my service [desk], thelights in my house, even my toothbrush. Everything is connected.

And, of course, the cloud is what makes this all possible. Social networks wouldn't exist without the cloud. We couldn't access any of our apps onour Smartphone without the cloud. And none of these devices would connect without the cloud. The cloud is what provides all of these connections.

And when you connect all these apps, all these devices, all these products, and when you connect them to your employees and your partners, youcan engage one-to-one like you've never been able to before, across every single channel.

So I'm a CMO and I run marketing. And as a marketer, I want to know every single time a customer touches my brand, whether that's online, whetherthat's on the phone, whether they walk into my store, whether they're using one of my products, I want to know who they are, what they like, whatthey've done, if they've had any service issues, so that I can provide more value to them.

So how many of you celebrated the party of the century yesterday? Are there any Cubs fans in the audience? It's a little bit tough to celebrate whenyou lose in the ninth. But yesterday was Wrigley Fields' 100th birthday. And Wrigley Field has WiFi so it's connected, right? But do the Cubs reallyknow who you are? Do they know, [Dennis], that you like your Old Style beer after the seventh? Or that you like your Italian beef? [Baines], do theyknow, ever, that you got a shirt yesterday and you need the hat? When companies know you, when they know where you are and who you are,they can provide so much more value.

So how do you get started? How do you do this. You first start by connecting your employees. You only connect for folks in marketing with theirtams in sales and service so that you have one single view of your customer. And that you can collaborate real-time with that customer. And thenyou want to connect with your partners, whether your partners are distributors, resellers, bars. All this time, your partners have a better relationshipwith their customer than you do. So you need to be able to collaborate with them.

7






And then, of course, connecting all of these products. You know, what's so great about connecting these products is that you can really see andunderstand how customers are using your products in real-time. But then you can also provide service to them right in the product. You can provideoffers to them and promotions right when they need it.

And then, it's finally connecting all these next gen devices -- next gen smart phones, next gen wearables. It's connecting all of this.

So the question is how do you do it? How do you create your own internet of customers? The internet of customers looks very different for L'Orealthan it does for GE. Right? Different customers, different products, different devices. Every single company has its own internet of customers. Anda question that we need to ask ourselves is how do we as a company transform? How do we transform so that we can make those connections, sothat we can connect to our customers?

And the way that we do that is with Salesforce1. Salesforce1 is the new customer platform. We introduced it at the Dreamforce that you saw in thevideo. It's just amazing adoption, it's amazing usage by our customers. And it's how you can connect all your products, all your devices, all yourapps with your employees and your partners so that you can connect to the most important thing of all -- and that's your customer.

GE used Salesforce1 to take all that data that was streaming down from that engine -- three terabytes of data for my flight alone -- to collaboratereal-time with the engineers and the maintenance teams at United. They also created a mobile app to notify the United Services teams when thatdata is need of service.

So the core of the internet of customers -- the core of building an internet of customers is building mobile apps. And what I'd like to do is tell youa story on how we build those mobile apps.

(Video Playing)


What if you could run your business from anywhere? Your Salesforce1 mobile app lets you sell, service and market faster, letting your entire companycollaborate and take action while right in the (inaudible), like accessing your sales team's real-time pipeline while in the air, viewing your dailyagenda and calling into a meeting in a few taps, getting deal support while still in a client meeting, closing a deal before it's time to pay the fare,and showing appreciation to the extended team of experts before the evening commute.

Now employees across the country can swarm to help support agents to solve issues. Even connecting your products so they automatically triggera case. Having visibility of an agent productivity and customer satisfaction from any device. You can get updates on the latest marketing campaignwhile grabbing a morning coffee, and build a personalized journey for your customers so they have a one-to-one experience wherever they are.

Then easily turn all of your best ideas in secure mobile apps filled with [clicks] and customized for your business, unlocking the potential of all yourback office data. Now you can run your entire business from anywhere, faster.


The power of Salesforce1 -- it's [free] imagining work on a whole device. I can't think of anything as dramatic in my 25 years in the sales professionthat's really advanced the cause as much as this has.


The Salesforce environment is really easy to develop. You know, we have many examples where we build the stuff that would have taken for monthsor sometimes years that we've put together in days.

8







It's making steps that you have to allow them to be mobile, you have to allow them to be effective in (inaudible).


No way were we allowed to establish a true, credible, trusting relationship with a customer without this platform.


(Inaudible) sellers more productive and effective at doing our day-to-day everyday. If it didn't happen in Salesforce, it didn't happen.


To be honest with you, I never believed this [would be] possible. I can run my business on my phone.

(Video Ends)


Of course, Salesforce1 was developed over many years by just an awesome team. And I'd like to recognize Fergus Griffin, one of the leaders ofSalesforce1. Fergus, thank you so much. Take it away.

Fergus Griffin - Salesforce.com - SVP - Solutions and Product Marketing

Thanks a lot, Lynn. You've probably figured out by now that Salesforce1 is our new customer platform for this internet of customers. The goodnews is that that means every company, every organization in this room today, is able to make that leap forward now in this cloud mobile socialconnected world that Lynn has just introduced us to.

Salesforce1 is awesome for every role in your company. It's, first of all, great for your developers. It's also great for our own Salesforce partnerswhose apps you run on Salesforce every day. It's also really fantastic for your employees. And we're going to take a look at that in more detail inthe demonstration in a few minutes. And, finally, it's great for your sales force, admins, and also your end customers.

But for the moment, let's start with developers and talk about them. If you're a developer and you've built on Salesforce1 in the past, what a fantasticthing to let Salesforce1 -- let's say you've built a custom object or a custom app, maybe you've written some Apex code, built an app and visual forus. With Salesforce1, all of that is brought forward into this new world automatically. And not just that, if you're a developer, you get 10 times theAPIs that you had before to build any app you might want -- that's cloud, mobile, social or connected. It's basically a green light for building mobileand connected apps in the cloud.

Okay. That's great for developers.

Our own Salesforce partners are also now well down the road of developing on the Salesforce1 platform. And you can take up here just to seesome of the names here. You can see we've got Dropbox, [Aaron Oates], Workday, HP, [VOX] -- many more up here. And what's fantastic is, is thatthey're able to deliver their apps even faster than ever through our Salesforce1 mobile application. What's great for you guys is that it makes iteasier for you to consume those apps right within that Salesforce1 mobile app.

9






Okay. Let's move on and talk about your employees. Take a look on the left of this slide. In our new Salesforce1 mobile application, you get all ofour industry leading CRM functionality running on your phone, you get all of those app exchange apps in there, too. And any custom app you'veever built can run in this mobile application.

Look on the right. What kind of UI is this? Well, first of all, it's completely mobile, ready for any Android or iPhone. It's a feed-first UI. It looks kind oflike Facebook and Twitter, but it's not. It's actually your own Enterprise mobile app running on your phone, a brand new modern UI that reallyhelps you run your business from your phone. Built-in notifications, anything you need to do in your business can be done from within this mobileapplication.

Let's move on and talk about admin. Admins have a complete windfall of functionality here with the Salesforce1 platform. First of all, this is a brandnew admin app lets you administer users from anywhere. You can deliver even more secure mobile apps through our new two-factor authenticationsapplication.

And, finally, brand new with our spring release, our new branding functionality which fits any admin brand the Salesforce1 mobile app for yourcompany. So your brand is reinforced every time your employees log into the Salesforce1 mobile application.

Finally, last, and probably most importantly here, is what you can do for your customers. Every company here now needs to be able to take advantageof all this cloud, mobile, social, connected technology to connect to your customers in a whole new way. And with Salesforce1, you can wrapcommunities around any asset of your business process that brings your employees, partners and customers together. You can make sure anymobile app you build is a connected mobile application. And you can build those one-to-one marketing campaigns at scale to reach your customersanywhere on any mobile device.

Now when you put all this together -- you put it all together, you get the Salesforce1 customer platform. Let's run it down from the top here onthe slide. The top layer is all (inaudible) leading CRM for sales, service, marketing, our partner apps, any of your customer apps. All that functionalitycan be delivered through our Salesforce1 mobile app, it floods into our new APIs that plug into our platform with force.com for fantastic employeeapps, (inaudible) for great customer apps, an exact target for that one-to-one marketing campaign that you're probably trying to run right now tomobile customers. And, of course, all cloud, social, mobile and connected.

Okay. That's a quick overview of what's in Salesforce1. Let's go over to [Dell] right now and see all of this in action. And, again, we're going to startwith developers.

Imagine all these great APIs. Let's look at some of the examples of what you can build with a developer. Let's start with Caterpillar. Caterpillar1 hasconnected all of it's employees from their phones to everything that was going on with a connected devices machine, bulldozers, products theyhad in the field, to deliver Salesforce1 platform.

ADP wanted to transform how all their sales people sell right on their phones. Yes. They did it on a Salesforce1 customer platform.

And, finally, Virgin America. This is a great one. They created a community out of their flight attendants and their ground staff so they can collaborateto make sure that every passenger has an amazing flying experience every time they fly with Virgin.

Okay. That's great for developers. Let's look at what our partners are doing with Salesforce1. And now I'm introducing you here to Salesforce1mobile app, at the same time here we've got the phone here on the screen. And let's go to the left-hand navigation. You're going to see all thedifferent applications that we can access through the Salesforce1 mobile app. And you can see all of our partners are in here. Exactly, Concur,[Conande] -- you guys can read the list. There's also Service Max for field service that [locks] its own service [tied] product line. Not only that, there'sDocuSign for e-signatures right from your iPhone or Android phone.

And, finally, HP. Any of their employees can now print to any connected HP printer anywhere in the world instantly. And this is why we're so excitedwith the Salesforce1 platform and the ecosystem it's created because all of you now have access to all these fantastic apps right from within theSalesforce1 mobile app on your phone.

10






Okay. Let's take a break for a second. We go kind of quick through all of this. Let's take a pause. We've covered developers and we've coveredpartners. Now, let's talk about all of your employees, your sales people, service people, marketing, anybody who access an app with Salesforce --what do they get with Salesforce1? Well, let's go back to the mobile app.

First of all, look down the left-hand navigation again. Pretty quickly you realize that all of our industry-leading CRM functionality is here on thephone app. You can see accounts, contacts, opportunities, leads. They're all here. Campaigns. [Let's go down] (inaudible), let's see what else is inhere. Custom apps that you may have built also load up here in the phone and all of those partners, of course, that I mentioned.

But for right now, let's say I'm in the role of a sales rep. You can think of your own sales rep doing what I'm doing what I'm doing right now. I wantto see what's going on with my accounts. Let's tap on accounts. Tap in and see what's going on with [Philips]. Philips is one of our great customershere at Salesforce, I have everything I need here right on my phone.

You'll never again say, "I need to go back to my desk for that." You have it on your phone.

Slide to the left. What else is in here? I can see everything about the great ways that sales is using Salesforce for their customer, the great ways thatthey're serving their end customers. By the way, this is visual force cards running here in the mobile phone, sitting before (inaudible) iPhoneperfectly.

Of course, that's not all. Let's scroll down a bit, Dave. All supporting information, of course, that you would want to know about this account is here,too. The contacts, the activity history, opportunities, of course, customer service issues and contracts. Okay. That's great for all the CRM type ofinformation. Hands up here who maybe has an ERP system that they wouldn't mind seeing show up on the phone from time to time, maybe, sopeople could actually access it?

Let's go ahead. We've got purchase orders here on the Salesforce1 mobile app from a Legacy ERP system. Let's tap into that. Now you can get toall of that on your phone. It's here. And you don't need to access several apps because you have all of your CRM in this app, your partner apps, yourcustomer apps, and your ERP purchase orders right at your fingertips.

Okay. That's great. Let's take another pause for a second. This is one of my favorite parts here. What I want to take a look at the bottom right-handcorner of the screen, the little blue plus button. This is really important. Lynn mentions the idea of running a business from your phone. This blueplus button we call the publisher. And you can pretty much take any business action you want from this publisher.

David, tap on it. What's behind this publisher? Let's bring it up and see what the actions are within this. If we bring it up, you can see, first of all, Ican do things, of course, like post something to Salesforce. But look at the other actions here. Right from my phone I can create a contact. Nowwhen I bump into someone on the street or at an account, I can add them right here. I can create an opportunity right from my phone. I can createa customer service case from my phone.

Let's swipe the last, Dave. What else is in here? All those partners we mentioned can also place actions within the phone here. And the best partfor all of you is you can put any custom action you want into the publisher. We always leave this bottom right-hand action empty for you guys justto pause for a second and think about what would we put there for our company. Just think about it for a second. Anything you want servicingthe publisher so your employees could do it right from this blue plus button.

Now, at this point of the demonstration, we normally say, "Okay. You guys imagine that and go away and think about it." We're actually going todo something different today. We're actually going to add an action to the publisher to show you how easy it is. You can all do this today rightnow.

What we've done here is we've brought up, obviously, our phone on the left. And on the right, there's the admin screen for adding custom actions.And instead of me telling you which action we're going to add, I'm going to ask you guys what you want me to do.

11






Okay. We have three actions we can add to the publisher right now. Just imagine, this could be you in your company. And the download team tellme I get to give you three choices. The first one is we can create an invoice from the phone. Or we can create a new project. Or we can create apurchase order.

So I'm going to do a very non-scientific poll of the audience right now. And how many people would like to see us add an action for creating aninvoice? Show of hands, please. Come on. We're all in this together. Okay.

How many people would like to see us create a customer action for creating a project? Okay. Well, the project people are in strong representationhere today.

And, finally, how many people would like to see us create a purchase order right from the phone? Wow. We had a little pool before the meetingto see which one would win. I think the project actually -- guys, let's do it.

So what we're going to do here is we're going to add the 'create project' action. Dave is going to drag it to the menu for the publisher. He's justdone it. He's going to save it. And watch on the left. The next time we access the publisher -- bottom right-hand corner -- 'create projects.' Thereit is. That could have been you in your company adding an action right to the phone.

Let's use it quickly. It's a very simple action. Here, we can drop in, select the title 'project.' So a minute and we're done. You can make it as complexas you like. But that's what it looks like to add a custom action. Think of what you do for your company.

The final thing everybody knows, unlike most of us, the publisher here -- if you happen to have a quirk about not liking the side that the publisheris on, you can always drag it over to the other side. There it goes. For all the lefties in the audience, we have you covered. Okay. You'd be surprised.That shows up on the idea exchange, actually, that one. So we already covered that use case.

Okay. We've covered developers. We've covered partners and employees. Well, also there's one more thing I want to show is custom apps withinthe Salesforce1 mobile application.

Now, I'm going to switch gears for a second. We've talked about CRM functionality and everything your partners can offer and your own customapps. But Lynn talked about all these billions of connected devices. What does it look like if you want to create an app that leverages all thatconnectivity?

Let's say I'm in the role of a company that manages vending machines across the greater Chicago area that dispenses soda. Okay. Let's tap into ourapplication for that. Okay. Now, these are connected vending machines, which means they're on a network and they've sensors in them.

And here I can see all the different locations where my vending machines are. Better than that, look in the top right corner. I'm getting a notificationthat there's something up with one of the vending machines. And I can see what exactly seems to be the problem. And let's tap it to find out exactlywhat's going on because it's connected. Okay. Zooming in to the vending machine that we have on Southlake-Park Avenue, we can actually seewhat's going on with the machine because it's got sensors within it telling me, for example, the average operating temperature, the C02 level. Andyou can see here the syrup levels -- which are obviously for the soda. And we have a low mixture of diet, which is the reason it's giving this notification.

You might say, "Okay. Oh, great. Now what? What do I do with this?" This is where the publisher comes in. We want to take action to do somethingabout this. We can choose what we're going to do here. We're running our business from a phone. We're going to take action. We can choose toclear the alert because we know this is normal, and we know this level of mixture is normal for this time of year or this time of the month. Replenishit if we need to. We can call the location, ask them to take a look. Create a customer service case, maybe. Or send out a field tech. Any number ofactions. With the publisher is what lets you take action right on your phone to run your business right from your iPhone or Android phone -- thisis really the power of the Salesforce1 mobile app in action.

Okay. Let's move on and talk about your admins. I always like to say that admins are the heart and soul of Salesforce customer success. And youcan see that with our new admin app, any admin can take care of -- they can use the manager's functionality from anywhere.

12






So you're at your kid's ballgame and maybe a user has forgotten their password or mistyped it several times, you can take care of that right fromyour phone. Tap in here. Looks like Lynn maybe has been kind of working a bit late and maybe mistyped her password a couple of times here. Wecan help her out, get her a new password right from the admin application.

That is not all, however, that admins get. I mentioned that brand new with our new spring release is the ability for admins to completely customizethe Salesforce1 mobile application. We've taken a great example of one of our great customers, many of whom are in the audience here today --Career Builder, thanks for being here. We took the example of what it would look like if Career Builder customized it's Salesforce1 mobile app. Let'sbring it up, Dave.

We tap on it. First of all, it loads [very fast] screen. Their color coding matches Career Builder's color coding. And look in the bottom right corner.CB -- Career Builder. That's their publisher. Let's tap on it.

And Career Builder has chosen what they want to put at their employees' fingertips. Again, what would you put at your employees' fingertips righton a phone? And you can see every type of action here covered for Career Builder's business. And, of course, they want to be able to source greatcandidates and connect them with great employers from anywhere. Sourcing screen is the top right-hand action you can see there. A great exampleof custom action for Career Builder.

Okay. We're moving on to the last piece of our demonstration here. Let's talk about your end customers. I have three great examples here ofcompanies that are building customer-facing apps on the Salesforce1 platform.

First up is [Level Up]. Completely disruptive company, transforming the mobile payments space, turning every mobile phone and Android phoneand iOS phone into a mobile payment device that can be used anywhere at millions of points of sales all across the world. And they built it on theSalesforce1 platform.

And for NRG Drinks, completely [gamifying] the customer experience on their mobile app, incentivizing new and existing customers to try out theirdifferent products and gamifying it as part of that whole experience.

And, finally, last but not least, a great example of cloud, social, mobile and connectedness coming together -- Lyft, the ride-sharing service that iscompleting disrupting the taxi in the transport industry by connecting anybody with a car with anybody who needs a ride right from their phone.

All great examples of customer-facing apps that are transforming how companies connect with their customers.

Okay. We've covered a lot of ground. The final thing I want to do today here is let you know that we are running a small competition online aroundhearing from you all how you're running your business from your phone with Salesforce1. And we have a hash tag we're using on Twitter calledSalesforce1 Selfie. And you can see there are already hundreds of examples out there that partners and customers have already posted of screenshots of what they're doing with the Salesforce1 mobile.

What's in it for you guys? Free tickets to Dreamforce if we think you are showing the best example of how you are running your business from yourphone.

So for now, that's everything about Salesforce1 helping every company here make that transformation and leap forward to the cloud, social, mobile,connected world.

Lynn, back to you.


Fergus, thank you so much. That was awesome. Thanks again. Thanks again.

13






So Fergus talked about how all you partners, how all these ISVs, are building their apps right within the Salesforce1 mobile app.

And we have John McGeachie here today with Evernote. John, Evernote is one of my favorite apps. I use it, probably, 20 times a day. For those ofyou that don't know Evernote, can you please describe Evernote to the rest of the folks here?

John McGeachie - Evernote - VP - Group Accounts



That's great. And how are you using Salesforce1? Or why did you decide to build within the Salesforce1 mobile app.




Thank you. Thank you so much, John.




Thank you.




John, thank you so much for joining us here today. And thank you for building on top of Salesforce1. We really appreciate it.

We're going to move to our next chapter in the show today. And we're going to talk about Service Cloud, Sales Cloud and platform. So probablythe best way to do that is through a customer. So I'd like to share a story with you about Stanley Black & Decker.

(Video Playing)

14







Being able to fulfill a connected device world that not only connects devices, it connects people, it connects our businesses and our suppliers isthe future and a vision of Stanley Black & Decker.

Stanley Black & Decker is a Fortune 500 company, well over $11 billion in revenue, 45,000 employees globally. We extend well past our (inaudible)branch and a catalog into helping people to build, helping people to create by making them better and more effect and more efficient at thecreative process.

When people think about the brand, they think about quality they've trusted for a very, very long time.


Being a customer company, it's absolutely imperative to Stanley Black & Decker, it is about that opportunities we have to make our customer abrand-loyalist for life, using Service Cloud is like having a help button embedded in all of our products.


You may have people who are used to working with their hands under the hood of a car and who is (inaudible) wrenches. But they still have thatexpectation that if they have a question, they can get answers quickly. They don't necessarily [need] this technology, but they see it as the experienceand it's what keeps them coming back.


Mobile applications (inaudible) Black & Decker is on the forefront, especially [Mack] tools due to the fact that we're a mobile business -- we're outon [shadows].


The one common thread throughout the entire continuum is speed. So people who represent us in the marketplace, be it franchisees or distributors,they need answers quickly because demand is perishable.


Almost everything on this truck is lifetime warrantees. So we have to service the customer for the life of that tool.

We put together an ability for our franchising (inaudible) from their the truck which automatically go into Service Cloud.


Using the Service Cloud absolutely (inaudible). When you can log 100% of your cases, when you can have the information that you need to getback to people quickly, then that inspires loyalty.


We can share that information across the Service Cloud. We can share that information across the (inaudible) teams, which allows us to growbusiness, allows us to get stronger, which gets us to the next level.

15







The paradigm of connected devices is the next generation for all companies. Tools talking to the devices, devices talking to people. The tool tellsyour phone that you need to replace your battery. Or your toolbox tells you that you forgot to lock it.


And then the future vision is for this technology to be robust enough and cost effective enough to be imbedded into the tools that you would buyat a big box outlet. You could bring that all the way down to the consumer application and the brother-in-law model, or who borrowed my tooland do they still have it.


That ability to take information from that particular tool and how it's being used, and sharing that information within the Service Cloud is a hugeadvantage. We can make people better. We can make technicians smarter.


I do see the Salesforce1 platform being an enabler for the decision of connected product, connected communities, smart tools as they evolve togenius tools.


The Service Cloud allows us to engage with our customers in ways we never thought possible.


The Service Cloud has given us the ability to capture the information efficiently, to be able to share the information efficiently, to be able to giveour customers the answers they need more quickly and more accurately than we've ever been able to do before.

(Video Ends)


So now, I'd like to bring up one of the great leaders of our company. Sarah Patterson is going to share more with us about Sales Cloud, ServiceCloud and platform. Thanks so much, Sarah.

Sarah Patterson - Salesforce.com - VP - Sales Cloud Product Marketing

Thank you, Lynn. Good morning, Chicago. I'm really excited to be here because this is actually my husband's hometown, so it feels a little bit likemy adopted hometown.

As Lynn said, I'm really going to be walking you through today our sales product, our service product and our platform. And what's really excitingfor us here at Salesforce and what we're honored by is that we continue to be recognized for the leadership that we have in our products.

16






And as you can see -- well, if you had a magnifying glass, then you can probably see that Salesforce is a dot in the upper right-hand leadershipquadrant for not just the sales clouds Magic Quadrant, but also for our customer Service Clouds and for our platform products.

But we didn't get here on our own. Right? We got here with help from all of you because we want to make sure that everything that we are buildingin our products is helping you succeed in your businesses each and every day. And it's that customer success that really is the most important valueto us here at Salesforce. And that's why we're really excited to see how our products are helping our customers succeed across all key businessmetrics.

And if you look up at this slide, you can see that our Sales Cloud product is not just able to help sales teams sell faster than ever before, but it's ableto have your sales teams sell more than ever before. Your customer service teams can answer customer questions the right way the first time, whichleads to an increase in customer satisfaction. And, as all of you know, no two businesses are the same. Right? You need to be able to build anddeploy apps that are customized for your specific business needs. And using our platform, you can do that almost 60% faster than you could before,and all while reducing costs.

Well, as you heard Lynn talk about, we're in this new world -- the internet of customers. And you need to keep evolving your business for this newworld. And this isn't anything new to you. Right? You know that your customers' needs change each and every day. And that's why we announcedthe Salesforce1 Customer Platform.

You can think of this as all of your CRM data that you can access from your laptops, that you can access from your desktop, but now you can accessit from any device, be it your iPhone, your Android or your tablet. And, because this is a platform, you can build and deploy all of those amazingcustom mobile apps that Fergus was just talking about.

Now, think about all of the other mobile apps that you use each and every day. Maybe you used Uber to get a ride over here today. Or, if you'relike me, you're on your phone trying to book all your travel for your business meetings and trips. So I'm in a United app, or I'm in a Starwood apptrying to book all of my hotels and my flights. Think about the last time that you had a question and you were in one of those mobile apps. Whatwas that experience like? Were you able to access help immediately, right in that mobile app? If you were, was that a personalized one-to-oneexperience with a customer service agent who actually knew who you were to that company?

Now, I'm going to tell you a little stat that we have found that's kind of -- it blew my mind when I heard it. Ninety percent of mobile apps on themarket today have inadequate help. Think about that. That's nine out of every 10 mobile apps that are out there on the market don't have the righthelp in them. That's why we are really excited that, today, we are announcing a new feature that we're building. It is the Salesforce1 Service SOS.This now allows you to imbed support into all of your customer-facing mobile apps. Think about the power of doing that.

Now, everybody can have their own [Amazon] mayday-like experience. When somebody is using your mobile app and have a question, they caninstantly access help, get their case routed to the agent that has the right expertise to help them solve that. And they can even do a one-to-onelive video chat with that agent. And in addition to that, if that wasn't good enough, that agent can actually see exactly what that customer sees ontheir mobile app and can guide them through that app experience.

How incredible is that? And, of course, this is all backed up by all the rich customer information that you have in your CRM database about whothat customer is to you and what they mean to your business.

So we're going to show you this and all of our other incredible sales, service and platform products in our demo right now. Is everybody ready tosee this in action? Great. Dave, let's bring up our demo.

Here, we're now looking at [Nicole's] iPhone. Nicole is a sales rep with Stanley Black & Decker. And she does what, actually, a lot of you are doingright now. She jumps right into her mobile device whenever she can. And we can see that she pulled up her Salesforce1 mobile app. And right inher feed, she can see all of her key business updates in Chatter. And once she slides right, she can access all of the same CRM information that shecan access on her desktop, but right from the palm of her hand. And she can even access custom apps like all those apps that Fergus has just shown

17






us. And she can access apps like Today. Today, I personally love using this app because it pulls your calendar into Salesforce1 and it integrates itwith all of your CRM data. That's a huge boost to productivity as you go throughout your day.

And Nicole, she is seeing her next meeting of the day is with Pit Stop Service Centers. This is a big deal for her, so she dives right in to start preppingfor the meeting. Here, she can learn key information on who she's meeting with, what they care about. And she can even go over and see all of heropportunity information so she can see how it this deal is, what stage it's at. She can also see all of her custom objects right on this opportunity.So she can see, for instance, all of the different products that Chris is interested in buying.

But now, no matter how much you prep for any meeting you go into, what inevitably happens when you're in that meeting with your customer?Well, they usually ask you a question you don't know the answer to. But Nicole, she doesn't worry about this at all because Salesforce1 is a platform,Stanley Black & Decker did something that's pretty cool. And they built their product catalog right onto their mobile app. And so, here, becausethis is also a platform, she can see this on any device. So Nicole decides she's going to pull out her tablet right in the meeting.

And if we switch to view right now, we see that she can dive into that product catalog. And now, she can start looking for the tools that Chris isasking her about. He's asking her about one of their Mentor Touch devices. This is new on the market. So she dives down through this to find thatspecific tool. And there we can see it's in the middle of the page. She pulls up this information. And now, sitting side-by-side with Chris, she canwalk him through and answer all of his questions about this product. And Chris, he's absolutely sold.

So right here, from the iPad, she can add this to the opportunity with just a couple of touches. And now, when Chris is ready to buy, she can actuallyshow him all the different products he's interested in buying. And we see that the Mentor Touch is right there at the top of the page.

And now, with Stanley Black & Decker it is, this app that's really cool is she can actually have Chris sign on the bottom line -- or dotted line --whichever it is -- right here on the app. And she can close that deal.

Don't we always wish that selling was this easy? That's absolutely powerful.

But now we all know that just because you've made the sale, that doesn't mean that your relationship with that customer ends. And, in fact, it isjust beginning. So let's jump over and see how Stanley Black & Decker are serving their customers.

Here, we're now going to look at [Mike]'s phone. Mike works at Pit Stop Service Center. And we can see that he's been using those tools that theyjust bought. He's using this one impact wrench from DeWalt. And he's noticing that its battery level keeps draining. But what does he do when hehas a question? He doesn't have his manual in his back pocket. So he pulls out his mobile phone and he dives right into DeWalt's connected app.Here he can see that impact wrench at the top of the page. He dives in here. And now, because we're living in this connected world that Lynn talkedabout, he can see all the specific information about this wrench, but right from his phone.

So he can see its monthly usage and its battery levels. And DeWalt has also used the Salesforce platform to imbed help right in the mobile app. Hetouches the help button in the top right-hand corner. And now he's taken to DeWalt's self service center. Here he can search for an answer to hisquestion about how to increase the power of this wrench. He sees that that second article there seems like it has some good information. So hetaps into it. It looks better than actually reading about a solution. Well, how about watching a video? And how is that for selling and serving in thisYou Tube era? That's pretty cool.

This one's a little bit too general for him. So he decides he's going to ask his question of the community. And because he knows that there's a lotof these wrenches out there on the market, he wants to make sure he's getting the right help he needs. He can even add a photo to show peopleexactly which tool he's using.

Now, this post goes out there and DeWalt's added community of do-it-yourselfers start jumping in to help him answer his question.

But let's now take a look at what's happening behind the scene at DeWalt's customer management center. This is now Sam's agent desktop. Wecan see that right here he's able to access his service calls console.

18






And you can see that this is helping him manage his workload in his case queue because he can see all of the important information about thesecases, like what stage each of them are at, their priority level. He can even see all of the different channels these cases are coming in from. And he'sgetting cases from traditional channels like e-mail and phone. He's getting cases from social channels. And he's also getting cases from thecommunity itself.

He dives into that case at the top of his queue. This is the one from Mike. And here, in the case page, you can now see all of the contact informationabout Mike. And below them, he has a real-time feed view of all of the steps that have been taken to solve this case.

Now, this is a new case for Mike. And this happens all of the time in call centers. So he's not quite sure how to go about solving this. Fortunately,DeWalt is using the service calls in the new predictive intelligence feature. And on the right-hand side of the screen there, you can see that he'sgetting pushed to just acknowledge articles and even similar cases that he can use to help him solve this case quickly.

He dives into that similar case. And now, notice that the middle of the screen is changing. We're now looking at a view of that other case. And wecan see all of the steps that that agent took to solve the case. And even all of the knowledge that that agent used to solve it. [Sam] now learns thatit's probably an issue with some dust getting built up in a barrel in that wrench. And you can see that this diagram right here shows him how totake the wrench apart and clean that barrel out. So now all he needs to do is get this information back out to Mike.

Right from his console, without having to switch screens or go anywhere else, he can post this information directly back out to that community.

So now, let's take a look and see if Mike is actually get this wrench working. We are now going to pull up, on the other side of our screen here, aview of the Pit Stop Service Center. We see that Mike is hard at work. And we can see that he's got his mobile phone sitting right in front of him.He notices that that knowledge article just popped right up on the view. But, you know what? He's a little bit like me and he gets frustrated if ittakes him a long time to try to solve one of these issues. He's looking at this diagram. It looks complicated. So he decides, "I'm going to call mylifeline."

He taps that SOS button and the second that he does, look at the left side of the screen here, because we can see that that call comes right intothe agent console. And now we have a real-time view of exactly what is happening on Mike's mobile device.

Hi, Mike. This is Sarah. How are you doing?


Oh, Sarah. Is that you?


Yes, it is. I'm in customer service now. How are you doing? We notice that you had a problem with your wrench. And we sent you this knowledgearticle to see if we could try to help you. Did you find it helpful?


Yes. (Inaudible - microphone inaccessible).


Absolutely. So the first thing is I see that a little video image is actually blocking the important part of the diagram. So what I'm going to do is I amgoing to draw on your mobile screen here. Can you move the video image over to that X? You just have to tap it with your finger.

19






Awesome. So the first thing is, this part here gets a little sticky when you're opening up the wrench. So you might have to use a little bit of torqueto open that up. And then, this part over here is the part that you actually need to clean out. Maybe you have some sawdust or something built upin there. Are you able to do that?


(Inaudible). All right. Thanks, Sarah.


Awesome. Say hi to Chicago.


Hey, Chicago.


So now, the second that we end that call, that transcript of the call and the video and everything is going to pop right up on the case record soSam or any other agent can always go back and see exactly what they did to help Mike solve that case. That is a view of the future of mobile customerservice, and the power of the Salesforce1 platform.

Thank you, Chicago. And back to you, Lynn.


Thanks, Sarah. She has some amazing skills that I just learned about today. That was quite impressive, Sarah. I'm going to call you when I need mydrill fixed next time. All right.

The Stanley Black & Decker story is just awesome. And I love what they've done with connected devices.

And today, we have the head of Apple [Case] and Development joining us. Please welcome [Ryan Lawrence]. Ryan. Hey.

Ryan Lawrence - Apple - Case and Development



I love what you guys are doing. Can you talk about the vision in terms of how you're connecting with your customers through all these devices?

Ryan Lawrence - Apple - Case and Development


20







Well, it's just amazing the work that you guys are doing. And it's so inspiring. So thank you so much for joining us. And thank you for sharing yourstory today. Thanks, Ryan.

All right. So as a marketer, we're going to move to the next chapter that's very near and dear to my heart. And that's marketing. And we're goingto hear from an amazing company, Sony. How many of you are gamers here in the room? How many of you admit to being gamers here in theroom -- let me put it that way. All right. All right.

So this is a great story about how Sony is connecting with its customers through PS4. Let's take a look.

(Video Playing)


(Inaudible) we are extremely excited to (inaudible). We put a lot of effort to making sure that we listen to our customers. It really isn't just aboutfeatures. It's about the overall feeling of being part of a massive community of gamers.

It means that we're constantly striving to keep up, (inaudible) but at end of the day, we're only as good as the customers coming back (inaudible)playing and then purchasing.

Our products are connected on every nature, so the customer is connected to all their friends and to us. So I'm thinking about all the data sourcethat we had, it was almost like, 'Oh, my God. How are we going to do this?' You know, we're sitting on this gold mine of information that really canenhance our customer experience (inaudible) attractions we have with our customers in a real-time fashion that we haven't had before.

When you get down to it, you can see what people are playing, and see how they're playing, and far they're going to games. And watching thegames they're playing. You really then can actually start to (inaudible) audiences and provide, the customer experience (inaudible) that actuallythey relish.

We have conversion (inaudible) almost 50% greater. And that's actually (inaudible) to our selling. I don't think it's just about selling. It's aboutproviding them the content, finding the information. (Inaudible).

Well, we can see that data and (inaudible) number, you reach this level, therefore, you're going to get this free gift. So it's on a digital download.So it does feel very personal. It feels like I should [probably volunteer to take over].

The direct communications (inaudible) whether it be mobile or whether it be e-mail, whether it be social, is essential to their success because it'sabout the interaction between us and our customers.

Like the ones (inaudible) that they expect. And if they like to see the big brand campaign, they are becoming more active when these (inaudible)much more relevant to them because we can analyze the data and we work (inaudible). The ability to [direct] communication with a source that(inaudible) provide really will make that success happen for Play Station 4.

I think when a company takes notice in a way that's actually correct as opposed to just pretending to take notice, I don't think, actually, the customerwould look at you [and], "Okay, you passed the test today." But (inaudible) every day.

(Video Ends)

21







So at Salesforce, we've made a huge investment in marketing. And for more, please welcome Bryan Wade with the ExactTarget Marketing class.Brian, take it away. Thank you.

Bryan Wade - Salesforce.com-ExactTarget - SVP - Email Products

All right. Great. Good morning, Chicago. Wasn't that a cool video from Sony?

I have a personal story I want to tell. Three years ago, I had the opportunity to go to London and meet with [Darren Carter], the gentlemen in thatvideo, and sit down with the entire team at Sony. And as we were in those meetings, I got to witness first hand what it was like for a marketer tounlock a potential of having a connected product, having that gaming console in your house connected to the marketing class. That connectivityallows Sony to transform the way they connect with their customers.

In the next 10 minutes, I'm going to walk you through some of the most exciting changes that are happening at Salesforce.com, changes that arehappening in the marketing class. These changes will enable you and your business to connect with your customers like never before.

And, as Lynn just mentioned, Salesforce has made a substantial investment in marketing. And the reason why is because we believe -- you've heardit all morning -- we live in a connected world.

We live in a world where we have connected paths, connected products, connected devices. And at Salesforce we believe it's the marketer who isleading this business transformation. It's the marketer who's connecting their business with the internet of customers.

And it's the internet of customers that's changing marketing. No longer is it acceptable for a marketer to send fragmented and untargeted campaigns.The de facto standard in marketing is to create seamless one-to-one experiences for all of your customers. And really, the thing that's driving thisentire change in marketing is this device right here.

I want us all to stop and think about our own personal life. Think about yourself. This device allows you to seamlessly check your e-mail, text withyour friends, check your 401(k) balance or your bank balance, surf the web, all right here. This phone creates a seamless one-to-one experience foryou. This is the dashboard to our lives. How can marketers create a seamless one-to-one experience for their customers like the smartphone hascreated?

Well, the way that marketers are doing that is through the ExactTarget Marketing Cloud. The ExactTarget Marketing Cloud combines the world'sleading digital technologies. It takes exact targets and brings it together with the social media applications, [ready and fixed], by eMedia andSocial.com. And together, we are creating the future of digital marketing.

But what makes the Marketing Cloud so powerful for each and every one of you in this room is that marketers in your organization can run theircampaigns with contacts, leads, campaigns, reports, even custom objects from the Sales and Service Clouds, as a foundation for those marketingcampaigns.

So how does all this work? Well, the ExactTarget Marketing Cloud is marketing automation at unrivaled scale. So everyday we power over a billiontransactions for our customers. Today, we'll power 1 billion e-mails, suites, SMS, text messages, push notifications certifications. We'll even manageour customers' websites.

So who are our customers? They range from small B-to-B organizations. Maybe some of you are here today. All the way up to the world's largestB-to-B brands. Brands like Unilever, Bank of America, the Gap and Nike. And in my job as the Senior Vice President of Products for the MarketingClass, I get the distinct pleasure of meeting with these marketers every day.

22






And in my conversations with these marketers -- I'll tell you, there's three things that stand above the rest. There are three goals that all marketersare striving to achieve. First is to create a single view of their customer. There's simply no other way to send targeted and relevant communicationsto create seamless experiences, than to know something about your customer.

The second thing marketers are trying to do is to use technology to manage their customers' journey, to move their customer from one lifecyclestage to the next.

And, third, marketers are striving to optimize their content so their content works beautifully across all digital channels and renders properly onall devices.

So we've learned a little bit about the Marketing Cloud. Is everyone ready to take a look at this platform in action, a little bit of demo? All right. Let'scheck it out.

So we're going to use Sony as the baseline for this demo. So Chris the marketer of Sony. And of course, we'll start the demo in Salesforce1. You cansee the Chatter feed there. Let's go to the left nav and check out all the apps that are available to Salesforce1 for our customers.

So go and click on ExactTarget Pulse. ExactTarget Pulse is a real-time dashboard to allow the marketer to see how their campaign is performingacross e-mail, mobile, social, web and advertising. But not only that, marketers can see how they're performing against their goal. So we see hereon the screen things look great for Sony. About 45% of goal. That's pretty strong results.

But at Sony, they are never satisfied. They're always trying to take things to the next level. They're super creative marketers. And marketing is acreative process. What we see here is a brainstorm from a whiteboard. How do we get racing gamers who win a trophy -- because, remember, thatdevice is connected to the WiFi in your house, so we know when you win a trophy. That data goes right into the Marketing Cloud. What are wegoing do with it?

Well, let's take that data and let's drive a new journey for our customers to get them to pre-order the new game from Sony called Driveclub. So thisis going to be where we're going to take this brainstorm and we're going to bring it to life. We're going to build a campaign live right here in theMarketing Cloud.

So this is what it looks like. Best-in-class, e-mail, mobile, social, web and advertising tools all tied together with common data analytics, marketingautomation and content management tools, which allow our customers to create a single view of their customer, manage their customers' journeysand optimize their content for any device.

Across the top you see things like common calendaring, common campaign management and Pulse. So we saw the Pulse on Salesforce1. Here'swhat Pulse looks like on the desktop. And I mentioned earlier, marketing is a collaborative process. Of course, Chatter is integrated in marketing.And we see here this Chatter feed -- that whiteboard -- the picture of the whiteboard.

So what we're going to do is we're going to take that picture and we're going to log into Journey Builder, which is our product that let's ourcustomers build and manage their customers' journeys. We're going to create this new journey. So what we see here is Journey Builder.

And Journey Builder has three parts. Journey Maps, Interactions and Analytics. You see those across the top. We're going to take a look at all threeof those things today. What we're in now is Journey Maps. You can see how your customers are moving through their lifecycle stages.

We're going to go on a brand new journey, specifically targeting racing gamers. Right? So as the gamers are racing the game, they win that trophy,Dave is going to flow into the Marketing Cloud and they're going to enter into an interaction.

So next, we're going check out Interactions. This is a beautiful canvas. It lets marketers bring their creative juices out into the platform and buildout whatever campaign they like.

23






So we're going to pull this campaign based on a trophy event. Right? So when the customer wins a trophy, we're going to look in the MarketingCloud at that single view of the customer and we're going to say do they have an app on their phone -- a Sony app? Or do they not have the app?And if they have the app, we're going to send them a push notification.

Raise your hand if you've ever downloaded an app and said okay, to receive, push notification. Let's see the hands. Wow. A lot of you. Great. Youknow that technology.

So if the gamer has the app, we'll send a push notification. If not, we'll send an e-mail. And that's it. We've brought it to life. We took the whiteboard-- there it is in software.

Now let's click activate and now we're going to turn this journey on. So when we click activate, what's happening is we're listening for events fromthose devices, from the console, from those hand-held devices.

And we'll take a look at a video of what that looks like so we'll see a racing gamer here, [Alan] -- Alan is our gamer. So Alan is racing the game there.It's the Need for Speed. Oh, he gets the game. The data flows into the Marketing Cloud and we trigger that interaction. In this case, Alan gets ane-mail.

So let's check out Alan's Gmail account. Here it is. This beautifully designed e-mail. It's got a clear call to action to sign up and pre-order Driveclub,the new game from Sony Play Station.

But what's so powerful about ExactTarget to e-mail marketing tools is that the e-mails don't just look great in Gmail. They look beautiful on anydevice. So all of our templates come out of the box, mobile responses. So the emails respond to any form factor and look great on these mobiledevices.

For our campaign live, let's look and fast forward 30 days and see how this campaign is performing. So we talked about Maps and Interaction. Nowwe're in Analytics. So what was our dashboard for sort of creating this interaction is now our dashboard for Analytics and we can see how ourcampaigns are performing, how our customers are moving through their journeys. And, of course, 61% of goal up there at the top. So not bad. Thecampaign is performing well.

But, you know, Chicago, it's Salesforce. And so we're going to take it to the next level. We're going to bring the Marketing Cloud right here toChicago. What we're going to do is use Geofencing technology. I'm going to ask you again to raise your hand. So have you ever downloaded anapp and when you download that app, have you said okay to use the location? Okay.

So the ExactTarget Marketing Cloud has Geofence technology that allows our customers to geo fence, for example, all the malls here in Chicago.And you know what we're going to do? We're going to bring the mall live to you here in Chicago.

So we have Al, the racing gamer. Hey, Al, how's it going?


Doing great. How are you doing?


So you walk into the mall, you had the app on your phone. Did you get the push notification?

24







I did. (Inaudible - microphone inaccessible).


Great. Yes. Check that out.


Cool. Oh. That's sweet. You pull up my profile right here. You put it (inaudible) trying call to see [anything].


Okay. Go right ahead. So as Alan is completing the puzzle there, let's talk about what's happening. So we have that customer profile, the singleview of the customer. And if Alan enters into the mall through that Geofence, we're going to update his contact record. We do that so the nexttime we market to him, we can be more targeted, personalized and relative to our communications with Alan.

Have you solved the puzzle?


Almost. (Inaudible).


All right. Perfect. All right. Great job. Awesome. Yes, give it up for Alan.


(Inaudible) you can take a photo here.


Okay. Great. Just take the photo. And then what's going to happen next is he's going to take that photo -- and now what?


Oh, I can share it on Facebook with my friends. Cool.


Awesome. So the Marketing Cloud is taking that content and we're sharing it on Twitter or Facebook so all of Alan's friends can see how amazingthis experience was with Sony.

So, Alan, a great morning. You're in the mall. What's next?

25







Yes. Off to a great start. So now I'm going to Wrigley Field to watch the Cubs beat the Diamond Backs.


Awesome. Thank you, Alan. Chicago, that's the ExactTarget Marketing Cloud. Back to you, Lynn.


I just thought it was awesome. That was awesome. So we hope we inspired you, we energized you, we motivated you on your journey to connectwith your customers in a whole new way.

We've got a great rest of the day planned for you with breakouts and partners. If you're not already part of the Success Communities, we've gotover 1 million people in our Success Communities, so please join a Community.

And now, my favorite part of the show -- we are giving away 10 tickets to Dreamforce. Please take a look underneath your seats. And if you havea golden ticket underneath your seat, please stand up. We got 10 golden tickets. Please stand up. You are going to Dreamforce, October 13 throughthe 16.

So Dreamforce -- all right -- you're going to Dreamforce. Yes.

All right. He's excited. You got one, too. All right. You're going to Dreamforce. We'll see you there October 13 through the 16. All right.

Registration opens today, so please register. We'd love to have you come join us.

Thank you so much, Chicago. This was fantastic. Thank you so, so much. Have a great rest of the day.

D I S C L A I M E R

Thomson Reuters reserves the right to make changes to documents, content, or other information on this web site without obligation to notify any person of such changes.

In the conference calls upon which Event Transcripts are based, companies may make projections or other forward-looking statements regarding a variety of items. Such forward-looking statements are based uponcurrent expectations and involve risks and uncertainties. Actual results may differ materially from those stated in any forward-looking statement based on a number of important factors and risks, which are morespecifically identified in the companies' most recent SEC filings. Although the companies may indicate and believe that the assumptions underlying the forward-looking statements are reasonable, any of theassumptions could prove inaccurate or incorrect and, therefore, there can be no assurance that the results contemplated in the forward-looking statements will be realized.

THE INFORMATION CONTAINED IN EVENT TRANSCRIPTS IS A TEXTUAL REPRESENTATION OF THE APPLICABLE COMPANY'S CONFERENCE CALL AND WHILE EFFORTS ARE MADE TO PROVIDE AN ACCURATE TRANSCRIPTION,THERE MAY BE MATERIAL ERRORS, OMISSIONS, OR INACCURACIES IN THE REPORTING OF THE SUBSTANCE OF THE CONFERENCE CALLS. IN NO WAY DOES THOMSON REUTERS OR THE APPLICABLE COMPANY ASSUMEANY RESPONSIBILITY FOR ANY INVESTMENT OR OTHER DECISIONS MADE BASED UPON THE INFORMATION PROVIDED ON THIS WEB SITE OR IN ANY EVENT TRANSCRIPT. USERS ARE ADVISED TO REVIEW THE APPLICABLECOMPANY'S CONFERENCE CALL ITSELF AND THE APPLICABLE COMPANY'S SEC FILINGS BEFORE MAKING ANY INVESTMENT OR OTHER DECISIONS.

©2014, Thomson Reuters. All Rights Reserved. 5303325-2014-04-25T18:04:41.803

26






Documents

THOMSON REUTERS STREETEVENTS EDITED TRANSCRIPTs1.q4cdn.com/454432842/files/events/transcript/Sales... · 2015-11-12 · Lynn Vojvodich - Salesforce.com - CMO Thank you again. Thank