#UnitedBrokeMyGuitar Elisabeth Bitsch-Christensen

@echristensen42

www.echristensen42.com

S. O. C. I. A. L.

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.

Salesforce Foundation

16,000 Non-profit

Organizations

Time • Equity • Product

% $40+ Million

Grants

410,000+ Hours Service

Flexible: Find, Evaluate & Install Apps For Your Business

Leading Cloud Ecosystem 1,700+ Apps 1.5M Installs

Let’s challenge an airline

• Grupp 1: twittra en fråga till ett av följande flygbolag: • KLM – SAS – Air France – Lufthansa – British Airways –

Qantas

• Grupp 2: Ställ en fråga till flygbolagen på Facebook

• Grupp 3: skicka ett mejl/posta en fråga till • http://mysasidea.flysas.net/?wt.ac=kontakt_form_idea

• https://www.britishairways.com/travel/custrelform/public/sv_se

• http://www.klm.com/travel/se_sv/index.htm

• http://www.qantas.com.au/travel/airlines/contacts/global/en

Under tiden visar jag en liten film

The overall theme is: CONNECTED salesforce architecture

Marketing App Exchange Service Work.com Sales

Chatter

Force.com

Data.com

Multi-tenant Infrastructure

AppExchange Apps

ERP Any System Finance

Back-end Systems Any Social

Network

Salesforce Platform

Chatter Communities

Heroku Touch

Data Model

Putting it All Together through the Social Command Centre

Force.com Heroku Command

Center

INNOVATION PROCESSES DASHBOARDS ENGAGEMENT

PERFORMANCE DATA & INSIGHTS

PERFORMANCE DATA & INSIGHTS

PERFORMANCE DATA & INSIGHTS, RAPID IN-MARKET TESTING AND

EXPERIMENTATION

ENTERPRISE INNOVATION EXPERIENCE INNOVATION

SOCIAL MOBILE OPEN DIVERSE COLLABORATIVE EFFICIENT BORDERLESS

Innovation Cloud

Hello customer, where are you?

Companies Disconnected from their Customers

Your Customers, Employees, and Partners are Connected…

Is Your Company Connected?

The Computing Revolution: New Ways to Connect with Customers

Social New ways to connect

Local New ways to

find customers

Touch New ways to

use apps

Big Data New ways to

discover insight

Community New ways to collaborate

Identity New ways to share data

Ecosystem New ways to share apps

Cloud Computing News ways to connect everything

Local

Cloud

Touch Social

JDPower and Associates 2013 Social Media Benchmark Study • 67% of US consumers have used a company’s social

media site for servicing • Only 33% for social marketing

• Younger consumers (43%) are more likely to use social customer service than 50+ (18%) • Still calling

• Not surprisingly, highly satisfied customers are more likely to buy (87%)

N=23,000 US consumers

#SocialAirlines

Best performing airlines in the JDPower study Service Marketing Datasift analysis

JetBlue Airways

Delta Airlines JetBlue Service Response rate: 69% Delta Service Response Rate = 2%

Southwest Airlines

Southwest Airlines

Virgin America

Virgin America

WestJet

Do airlines service customers everywhere? We checked.

- 100,000 tweets over 1 month

- 33 different airlines worldwide

looking for where people mentioned an airline's twitter handle, or the airline replied back to a person.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0

2000

4000

6000

8000

10000

12000

14000

Customer Mentions Response Rate

Europe gets it – US based airlines don’t

Meanwhile, …

Airlines – and their use of Twitter

Airlines – and their use of Twitter

Vem gör vad och gör de det bra?

High flyers and their approach to social interactions

High flyers and their approach to social interactions

High flyers and their approach to social interactions – my favourite

Examples of good and bad experiences

Delta supporting helped me out on 8 DM:s on Twitter - Great Support and experience.

Alitalia after being kept on the tarmac for an hour at Linate. No response

Examples of good and bad experiences

Reached out in public and with DM, supplied great service .

Poor turnaround time for reply; did not resolve situation in the end.

Examples of good and bad experiences

s quick and they helped best as they d. Not better, but a lot faster than entional channels. KLM even acted me proactively when I tweeted t a delayed flight without mentioning .

They remained anonymous and did not have the authority to resolve my compliant. (They apologize endlessly as if I really care!)

Examples of good and bad experiences

They were on it ... seconds after my post I got a response

no response