CRM Success without software The OnDemand Model

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CRM Successwithout softwareThe On-Demand Model
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Daniel Dal Degan

• Central Region Vice President SFDC
• 18 years of experience is sales technology and
  data management
• Financial Sales
• CRM Software Sales
• CRM System Sales

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Presentation topics

• CRM Delivered as a Service
• Key Enabler The Internet
• Success. Not Software
• New Business Model
• New Technology Model

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CRM - The PromiseDriving Corporate Performance
through Customer Focus
Executives
Sales How do I drive top-line growth predict
performance? Marketing How do I fulfill my
brand promise with our customers? Support How
do I minimize customer churn?
Managers
Sales How do I drive sales consistency and
productivity? Marketing How do I maximize
return on my marketing investments? Support
How do I better serve customers with less
resources?
Employees
Sales How do I spend more time selling and
less time reporting? Marketing How do I make
sure sales follows up on all of my leads?
Support How do I solve my customers problem
on the first call?
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CRM The Problem
Expensive Deployments with Minimal Returns

• High Cost
• 15-20K per seat to deploy
• High set-up/implementation costs
• Significant IT resource support
• Expensive complex upgrades

• High End User Rejection
• Poor usability results in poor data
• Hinders sales productivity
• Limited executive insight reporting

High Complexity We have heard the same story
from customers and prospects, that they do not
need 200-plus CRM modules, more than 1,500
tables, and an interface capable of landing the
space shuttle AMR, November 2002
High Failure Rate Studies released in the last
few weeks show that a large number of such
projects fail to deliver on stated goals - CNET
News.com April 3, 2002
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CRM Delivered as a Service

• Critical business applications delivered as an
  application utility
• Complete CRM suite
• File and Document Management

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Delivers Value Across the Entire Organization

• Management
• Actionable insight analysis
• Improved marketing sales effectiveness
• Consistent customer support
• Real-time change management

• End Users
• Easy intuitive interface
• Personalized views
• Productivity tools
• Accessible anywhere

Sales Marketing Service

• Unified and single deployment
• 100 flexibility to customize
• Predictable costs and low TCO
• Integrated front back office

CIO IT
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Satisfying The Worlds Most Demanding Customers
Manufacturing
Technology
Services
Financial Services
Pharma / Insurance
Media
Telecom
Food
Transport / Retail
Construction / Real Estate
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Agenda

• CRM Delivered as a Service
• Key Enabler The Internet
• Success. Not Software
• New Business Model
• New Technology Model

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The Internet Changes Everything
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Rise Of The Application Utility

• Application Utilities
• No software
• No hardware
• No dedicated staff
• Instant deployment
• No-hassle upgrades, updates, and maintenance

• Pre-Utility Software
• Buy the software
• Buy the hardware
• Hire the dedicated staff
• Customize, implement, train
• Upgrade, update, maintain

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Agenda

• CRM Delivered as a Service
• Key Enabler The Internet
• Success. Not Software
• New Business Model
• New Technology Model

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The Application Utility Value Proposition

• Less Risk
• Faster time to value
• No more shelfware
• Less Complexity
• Infrastructure managed for you
• Focus on business, not technology
• More Return on Investment
• Higher user adoption
• 1/3 of TCO of software

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Total Cost of OwnershipOn Site CRM Software
Expensive Unpredictable
Initial CRM Set-Up Costs
Ongoing Costs

• Subscription Fees
• Release Driven Costs
• Apply Fixes, Patches, Upgrade
• Downtime
• Performance Tuning
• Rewrite Customizations
• Rewrite Integrations
• Upgrade Dependent Applications

• Customer Infrastructure
• Maintain/Upgrade Hardware
• Maintain/Upgrade Network
• Maintain/Upgrade Security
• Maintain/Upgrade Database

Source Gartner Group
On average 15,000 to 20,000 per a fully
deployed seat

• Process Redesign / Change Mgmt
• Ongoing IT Cost
• Deadweight Loss

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Total Cost of OwnershipOn Demand CRM Lowest
and Most Predictable
Initial CRM Set-Up Costs
Ongoing Costs

• Subscription Fees
• Release Driven Costs

• Predictable Cost

Customer Infrastructure
Source Gartner Group

• Process Redesign / Change Mgmt

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Predictable Engagement for CRM Success

• CRM Success in 90 Days with Zero Infrastructure
  Set-up
• Customization, Process Integration, and Change
  Management
• World Class Education Training
• Personalized, Knowledgeable Support
• Ongoing Success Enablement

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Targeted Offerings For Different SegmentsBroad
Penetration Increases Positive Word Of Mouth And
Momentum

• Penetrate workgroups and divisions within the
  enterprise
• Simple but powerful offerings
• Source of referrals and word of mouth
• Coupled with products able to support
  enterprise-wide deployment
• Enterprise Edition product
• Multi-division support
• Granular Control
• Robust functionality
• Flexibility
• Integration

Corporate
Division
Workgroup
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Agenda

• CRM Delivered as a Service
• Key Enabler The Internet
• Success. Not Software
• New Business Model
• New Technology Model

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Scalable Internet Architecture

• Scalability
• Reliability
• Security

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Access From All Devices and Applications
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Airforce Wireless Edition
Outlook/Palm IntelliSync
Custom Applications
Online Access
Offline Edition
HTML/HTTP XSLT
HTML/HTTP
NLI
XML
XML/SOAP
Salesforce.com
XML/SOAP
Customers ERP Applications
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Q A
Dan Dal DeganVice President, Central
Regionddd_at_salesforce.com(630) 215-7880