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Category: EnterpriseCRMNews

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  • How Wendy’s Innovated the Digital Journey To Improve the Customer Experience

    How Wendy’s Innovated the Digital Journey To Improve the Customer Experience

    “Speed and convenience and really driving consistency of operations are core themes,” says Wendy’s CEO Todd Penegor. “You think about how you can continue to drive speed. The digital journey is a big one. How do we drive folks into mobile ordering? How do we drive awareness on mobile ordering? What we do see is when folks mobile order the check size is about 20 percent higher. Those are just great opportunities to continue to connect to that next generation of consumer and create a better experience and gather even more data to connect with them into the future.”

    Todd Penegor, CEO of Wendy’s, discusses how their innovative improvements in the digital journey are improving speed and the customer experience in an interview by Jim Cramer on CNBC:

    Wendy’s Innovated the Digital Journey For a Better CX

    We are connecting to that next generation of consumer through social media and having a lot of fun doing it. It is driving folks into our restaurant. Chance the Rapper tweeted that he would love to have his spicy nuggets back. We challenged him to see how many likes he could get. We said that if you get two million likes we will bring spicy nuggets back. He did that and we brought spicy nuggets back. Immediately, and you see that in our third-quarter results, from day one, even before we turned on national advertising, people showed up in our restaurants to buy those spicy chicken nuggets. They wanted them back and they learned about it through social.

    There’s a ton of good things happening. We’re still working on speed, so speed and convenience and really driving consistency of operations are core themes. You think about how you can continue to drive speed. The digital journey is a big one. How do we drive folks into mobile ordering? How do we drive awareness on mobile ordering? What we do see is when folks mobile order the check size is about 20 percent higher. Those are just great opportunities to continue to connect to that next generation of consumer and create a better experience and gather even more data to connect with them into the future.

    Delivery Innovation Continues To Be a Great Growth Engine

    Delivery continues to be a great growth engine for us. We’ve got over 85 percent of the system supported by delivery. We announced today that we will have all of our ordering integrated on delivery into our point-of-sale system. That’ll allow us to get the food to the customers even faster. We’re one of the fastest today at 30 minutes from the time you order to the time you get the food. Now that it’s going to be integrated into our POS we can probably shave another three to five minutes. It could also open us up to use other delivery providers beyond just DoorDash which will be another great opportunity to expand access to our brand.

    We talked a lot today about our brand and really doing fast food done right. Fast food done right can resonate across the globe and fresh is what a consumer is really looking for. It is a true point of differentiation (with competitors). We talked about making a move into Europe over the next 12 to 18 months and really starting in the UK and really front-running some of that with company restaurants. We talked about up to 20 company restaurants over the next couple of years. We will bring franchisees into to play that out in the UK, but it will create a beachhead for us to really start to drive some growth into all of Europe. It’s a big burger-eating area of the world. The category has been growing and we have the right to play and can be differentiated on fresh.

    Wendy’s Reintroducing the Black Bean Veggie Burger

    We’ve talked about plant-based probably four years ago. We are way ahead of the curve when we had a black bean burger that we were working on. Unfortunately, at the time it was operationally complex and it took additional equipment in the restaurant. Today, we figured out how to solve for that. We’re looking for that flexitarian customer. We’re trying to do it the Wendy’s way. We’re trying to do it with Wendy’s quality. Whether you’re a flexitarian or a vegetarian the black bean burger can solve for that. We have that in tests in one market now and we’re looking to bring that to market sometime during the course of 2020.

    Flexitarian is one of those millennial terms and in folks are looking to have a lot of beef but and traditional proteins but also flip into more vegetable and and other proteins. We’re real fresh never frozen North American beef. We are about having great quality food and we always want to do things the Wendy’s way. We think a black bean burger, something that’s natural in a square to make sure that it follows along the lines of our square hamburgers, is a great fit for our brand will allow folks to continue to come into our restaurant to drive frequency.

    We talked a lot about frequency. Our average customer comes to a Wendy’s five and a half times a year. We have a huge opportunity to drive frequency. Whether it’s the offerings like a plant-based burger, whether it’s entering breakfast, or driving our digital journey going forward.

    How Wendy’s Innovated the Digital Journey To Improve the Customer Experience – CEO Todd Penegor
  • SurveyMonkey CEO: Selling To the Enterprise Has Been Wildly Successful

    SurveyMonkey CEO: Selling To the Enterprise Has Been Wildly Successful

    “We really took a strategic imperative about two and a half to three years ago to step up our enterprise game,” says SurveyMonkey CEO Zander Lurie. “This has been a company that has thrived in going direct to end-users. We’ve built up a user base, a paid customer base, today of almost 700,000 people. But over the last three years, we’ve elevated our game. Today, enterprise represents 20 percent of our business. It helped us deliver our best quarter in history. We’re now growing 20 percent year-over-year.”

    Zander Lurie, CEO of SurveyMonkey, discusses how the company is driving its massive growth by focusing on enterprise solutions that are sold by the seat, in an interview on CNBC:

    The Category For Experience Management Is Massive

    The category for experience management is massive. Companies today are differentiating their products and services by their ability to be customer-centric. Everybody has access to off-the-shelf software and you can buy keywords on Google and you can target folks on Facebook but the ability to really be sensitive to what your customers care about and want is critical. Usabilla is the solution that we acquired earlier this year. They have a customer in KLM Dutch Airlines who was able to improve their app experience by a 2.8 to a 4.2 rating using our product. It really is about, can your managers and can your marketers listen to that feedback, understand the bugs, and then deliver and take action. That’s what survey software can do.

    We don’t compete with Adobe and Salesforce at all. Frankly, there are hundreds of thousands of Salesforce customers who need to be buying enterprise survey software. We exist in the Salesforce ecosystem and really try and help Salesforce customers get better data and get sentiment data from what their customers really care about. Salesforce, Microsoft, Adobe, those are big systems of record. They provide you a lot of operational data. Where SurveyMonkey competes and thrives is delivering for customers that sentiment data. How am I really doing? What can we improve upon? That’s where we’re selling a solution into the Salesforce ecosystem and we partner with Salesforce in a really productive way. It’s part of the reason they bought into our IPO last year. 

    Selling To the Enterprise Has Been Wildly Successful

    We really took a strategic imperative about two and a half to three years ago to step up our enterprise game. This has been a company that has thrived in going direct to end-users. We’ve built up a user base, a paid customer base, today of almost 700,000 people. But over the last three years, we’ve elevated our game. Today, enterprise represents 20 percent of our business. It helped us deliver our best quarter in history. We’re now growing 20 percent year-over-year. 

    We set about on our IPO last year and told investors our plan to make this business a lot more valuable. The two key driving factors first is to elevate our sales motion to sell directly to the enterprise. That has been wildly successful. We doubled year-over-year a hundred percent growth in revenue in the sales channel. We now have almost 5,000 customers, up 60 percent year over year. We now compete in that ecosystem and we have a really disruptive product. Consumers love our product. We’re now selling into the organization with a really talented sales team. 

    There’s Been So Much Account Sharing On SurveyMonkey

    Our team’s product is the collaborative self-serve product. We have a unique opportunity here. There’s been so much account sharing on SurveyMonkey over the years and in the current security environment, we’re asking people to pay for their own seat. That has driven a really healthy paid user growth. We see continued growth in those two areas. As I said, growth for us we’ve accelerated growth now twenty percent year-over-year, but we do it a disciplined way. We’re still able to deliver over $13 million dollars of unleveraged free cash flow in the quarter. We’re just not a company that’s going to grow at all cost. We want to have both healthy growth and disciplined cash flow.

    We use politics in a fun way to help get a beat on what’s going on out in the world. Just like we ask questions about if you are potentially interested in buying an electric car or what do you think of Impossible Burger or Beyond Meat, we also ask questions of the two and a half to three million people on our platform every day of who might you vote for and what issues are important to you. That really does give us a particular read on what American consumers are thinking.

    Selling To the Enterprise Has Been Wildly Successful, Says SurveyMonkey CEO Zander Lurie
  • Mobile Is Finally Coming To the Enterprise, Says ServiceNow CEO

    Mobile Is Finally Coming To the Enterprise, Says ServiceNow CEO

    “Mobile is coming to the enterprise, finally,” says ServiceNow CEO John Donahoe. “It’s been a long time coming. Our release in Q3 will have native out of the box consumer-grade mobile capability. So now any ServiceNow customer can have a brilliant mobile onboarding app so that their new employees can get up to speed quickly and seamlessly. We are very excited about the mobile capabilities coming in Q3, native out of the box so every one of our customers can build them in a low-code or no-code way.”

    John Donahoe, CEO of ServiceNow, discusses their earnings announcement and their major progress in bringing mobile to the enterprise, in an interview with Jim Cramer on CNBC:

    Mobile Is Coming To the Enterprise, Finally

    Our customers are very excited about mobile coming to the enterprise. It’s been a long time coming. Our release in Q3 will have native out of the box consumer-grade mobile capability. So now any ServiceNow customer can have a brilliant mobile onboarding app so that their new employees can get up to speed quickly and seamlessly. You can show a young new employee, a millennial, that you are in fact a modern company that helps get them onboard and productive quickly. 

    Also, the Now Mobile app which will allow employees to get their questions answered, problems reported and then dealt with, and get information. All my approvals are now in one place where I can check them. We are very excited about the mobile capabilities coming in Q3, native out of the box so every one of our customers can build them in a low-code or no-code way. Mobile is coming to the enterprise, finally.

    We feel very good about our growth. We feel very good about our customer and very good about our prospects. We are just focusing and executing so our customers get those great experiences.

    We Feel Very Good About the Relations We Are Building

    We now have 766 customers that are a million dollars and greater. We signed 14 customers that are a million dollars and greater in the quarter. That’s just symptomatic of the fact that we now work with 75 percent of the global 500. We are increasingly a strategic partner with those customers. Of our top 20 deals, 17 had three or more products. We feel very good about the relationships that we are building with our largest customers, which are the world’s largest companies and governments. 

    Our relationship with Microsoft is a very good one. We are initially focusing on US federal business where Microsoft has a strong presence as do we. We have a huge federal business and our datacenters have a certain security clearance. Microsoft Azure has the highest security clearance. Rather than us trying to replicate that, we are going to partner with them to take advantage of that Azure capability and jointly call on US federal customers.

    We are doing the same with federal customers in Australia and increasingly we will look at other government markets. We have 20 different product integrations with Microsoft and a long history with them. We think there is a lot of shared opportunity together. 

    RPO Is the Best Forward-Looking Indication of Our Business

    We do think RPO is a very good indication and probably the best forward-looking indication of our business because it demonstrates what kind of revenue you can expect going forward. Our current RPO grew 35 percent in the quarter. We feel very good about the outlook and future of our business. We raised guidance for the full year, both on revenue and billings. We see a lot of opportunity and we have a lot of strong momentum. We are focused on building those customer relationships that drive that growth.

    Mobile Is Finally Coming To the Enterprise, Says ServiceNow CEO John Donahoe
  • Every Digital Transformation Begins and Ends With the Customer, Says Salesforce CEO

    Every Digital Transformation Begins and Ends With the Customer, Says Salesforce CEO

    “Every company is going through a massive digital customer transformation,” says Salesforce CEO Marc Benioff. “When you see this transformation happening it’s just incredible to watch. I mean this is as big as Y2K was for the tech industry. Every company is going through it. Every one of these major transformations is exactly that, it begins and ends with the customer.”

    Marc Benioff, CEO of Salesforce, discusses their blowout earnings quarter and how the massive digital customer transformation is driving their growth in an interview with Jim Cramer on CNBC:

    Massive Digital Customer Transformation

    Every customer is going through a massive digital customer transformation. When you see this transformation happening it’s just incredible to watch. I mean this is as big as Y2K was for the tech industry. Every company is going through it. Every one of these major transformations is exactly that, it begins and ends with the customer.

    The federal government was one of the most exciting things that happened in the quarter. It wasn’t just the USDA. It was also the Department of Education and the Department of Interior. It was many departments actually. They’re going through a huge digital transformation in the U.S. federal government and Salesforce has been able to offer many of those agencies is the rapid successful digital transformation that they need. We even had a 10,000 person event in Washington, D.C. during the quarter. That continues to be a fantastic growth area for us.

    We’re number one in CRM which is the fastest growing part of enterprise software. Every company in every industry and every government is recreating themselves with their customer. This is what’s driving our growth. It’s pure and simple.

    Mark Benioff added these comments during the earnings call:

    Every Digital Transformation Begins and Ends With the Customer

    Just last month, IDC Worldwide Software Tracker ranked Salesforce the number one CRM for the sixth year in a row. And I’ll tell you that is more important than ever, especially so many of our customers are going through these tremendous digital transformations. We all know every digital transformation begins and ends with the customer. And when I’m with these CEOs all over the world, this is really front and center in their mind. It’s probably as exciting to them and it’s important to them as it was to CIOs, who are buying for Y2K, which is almost 20 years ago. I think the digital transformation remains just a huge growth opportunity for our entire industry.

    Still In the Early Days of the Digital Transformation

    Well, there are many, many companies in the very early days. In fact, if you talk to one of our largest consulting partners, they’ll tell you less than 20% of their strategic customers have been engaged in the digital transformation, but there’s a lot of room for them in the marketplace.

    So, we have an opportunity here again around this digital transformation and one of the beauties of a product like Trailhead and My Trailhead is helping these companies through their transformation and scale them up with modern technology because the modern worker has to have modern skills. And that’s what Trailhead and My Trailhead really provide the customers. So we really are coming out with an amazing innovation at the right time to satisfy the needs of these customers

    Every Digital Transformation Begins and Ends With the Customer, Says Salesforce CEO Marc Benioff


  • Salesforce Launches Single Souce of Truth | Benioff: A Computer Science Holy Grail

    Salesforce Launches Single Souce of Truth | Benioff: A Computer Science Holy Grail

    Salesforce CEO Marc Benioff says that Salesforce is now entering the fourth stage of computing, the pursuit of Single Source of Truth. The official name is Customer 360 Truth and it is a new set of capabilities that allow companies to connect, authenticate and govern customer data and identity across Salesforce. The goal is to provide a complete view and deeper understanding of every customer so that companies can deliver extremely personalized customer experiences.

    Marc Benioff, co-CEO of Salesforce, discusses Customer 360 Truth at their annual Dreamforce conference with Jim Cramer of CNBC:  

    Single Source of Truth – A Computer Science Holy Grail

    360 Truth is another amazing thing that we’re introducing here (at Dreamforce 2019) that has been the holy grail of computing. It’s what we call SSOT, the single source of truth. We’ve had three amazing waves of computing. They are stems of record, systems of engagement, and systems of intelligence including AI. We’re now entering the fourth stage of computing. It’s the pursuit of Single Source of Truth, and we’ve built that into our platform. 

    This is a computer science holy grail that we’ve been trying to put together for a long time. Now because we acquired MuleSoft and because we acquired Tableau we are closer to providing for our customers the Single Source of Truth for their customer information.

    Enables Companies To Build a Single Source of Truth

    The company describes Customer 360 Truth as a new set of data and identity services that enable companies to build a single source of truth across all of their customer relationships. They say it connects data from across sales, service, marketing, commerce and more to create a single, universal Salesforce ID for each customer.

    All of a customer’s previous interactions and shared preferences are brought together to create a complete view so companies can better serve and even predict their needs, whether addressing a customer service problem, creating a personalized marketing journey, predicting the best sales opportunities or surfacing product recommendations.

    Salesforce Launches Single Souce of Truth | Benioff: A Computer Science Holy Grail

    From the Salesforce Press Release:

    The Holy Grail of CRM: A Single Source of Truth

    Nearly 70 percent of customers say they expect connected experiences in which their preferences are known across touchpoints. However, organizational and technical complexity often gets in the way of meeting these expectations. Companies have legacy infrastructure and data silos, leading to fragmented data and fragile integrations between systems. Inconsistent methods for accessing, reconciling and activating customer data make it challenging for companies to deliver connected experiences across these systems. As a result, companies often have multiple usernames, email addresses, or purchase histories for the very same customer across different systems, and managing a customer’s consent and contact preferences across the business becomes harder as new data regulations come into play. 

    Having a source of truth—a single, trusted place that brings together all the customer data needed to deliver amazing experiences—has been the holy grail of CRM. Today Salesforce is delivering it.

    Deliver a Trusted, Personalized Customer Relationship With Customer 360 Truth

    Customer 360 Truth enhances data management across Salesforce apps and other systems, and provides instant access to consistent, reconciled customer data. Services include:

    • Customer 360 Data Manager: Delivers the ability to access, connect and resolve a customer’s data across Salesforce and other systems, using a canonical data model and a universal Salesforce ID that represents each customer. With a click-based user interface for app and data management, admins can easily establish trusted connections between data sources to prepare, match, reconcile and update the customer profile. The reconciled profile across apps enables employees to pull up relevant data at the time of need from any connected system, such as when a service agent may need to pull a list of past purchases from an order system to better assist in solving a problem.
    • Salesforce Identity for Customers: Removes friction from the login experience and enables a single, authenticated and secure relationship between a customer and all of a company’s websites, e-commerce stores, mobile apps and connected products. Instead of having separate logins and profiles that lead to disconnected experiences, customers now have one login across all of a company’s digital properties. Identity for Customers also elevates trust and compliance with a simple to use two-factor authentication. And it allows companies to obtain valuable customer insights with the ability to analyze engagement and usage with identity reporting and analytics.
    • Customer 360 Audiences: Builds unified customer profiles across known data such as email addresses and first party IDs and unknown data such as website visits and device IDs. It then creates customer segments and marketing engagement journeys from those profiles and delivers AI-powered insights, like lifetime value and likelihood to churn. Customer 360 Audiences goes beyond traditional customer data platform (CDP) capabilities and extends the power of CRM to connect customer interactions across various touchpoints — for example, a customer who was redirected from an email campaign onto the website through a service interaction — and make the profile data available in real-time to optimize the experience. 
    • Privacy and Data Governance: Enables companies to collect and respect customer data use and privacy preferences, as well as apply data classification labels to all data in Salesforce. Companies can easily understand what types of data they have, what uses of data customers have approved and how best to interact with them. These capabilities can help customers address obligations from regulations such as the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA), with respect to data governance and customer consent.

    Introducing the Cloud Information Model

    Salesforce Customer 360 Truth is powered by the Cloud Information Model (CIM), an open source data model that standardizes data interoperability across cloud applications. The publication of CIM is enabled by MuleSoft’s open source modeling technology, providing multiple file formats to make it easy to adopt CIM with varying applications. By easily integrating data in the cloud, developers can build new products that deliver connected and personalized customer experiences. CIM reduces the complexities of integrating data across cloud applications by providing standardized data interoperability guidelines to connect point-of-sale systems, digital marketing platforms, contact centers, CRM systems and more. Developers no longer need to spend months creating custom code. Instead, they can adopt and extend the CIM within days to create data lakes, generate analytics, train machine learning models, build a single view of the customer and more.

    Unleash the Power of Customer 360 Truth with MuleSoft Anypoint Platform

    Customer 360 Truth allows companies to connect siloed customer data sources to a single source of truth, across Salesforce apps or third-party data using MuleSoft. With MuleSoft Anypoint Platform™, organizations can easily build APIs that connect any application, data, or device to Customer 360 in an application network, creating a truly complete customer view.

    At Dreamforce, MuleSoft also announced new innovations and learning modules, empowering anyone to become an Integration Trailblazer and create connected customer experiences.

    Comments on the News

    • “Having a complete view of the customer is not a new idea, but it has been difficult to achieve. Companies have siloed data; disconnected apps; a complex, patchwork of sometimes incompatible services; and no way to connect it all,” said Patrick Stokes, EVP, Platform Shared Services, Salesforce. “Customer 360 Truth overcomes those challenges, creating a single source of truth that is the foundation for delivering smart, personalized customer experiences across every touchpoint.”
    • “In order to truly succeed with delivering a great customer experience, you have to adopt an agile platform that fosters growth and supports constant innovation,” said Rick Fuson, President and Chief Operating Officer, Pacers Sports & Entertainment. “With the Salesforce Customer 360 platform, Pacers Sports & Entertainment has real-time visibility into all aspects of our business and can operate more efficiently across channels, increase per customer loyalty and drive innovation across the organization.”
    • “Connecting customer data and managing consent is more important than ever in light of changing customer expectations and increasing regulations,” said Alan Webber, Program Vice President for Digital Strategy and Customer Experience, IDC. “As a result, companies are prioritizing data unification in ways that will lead to more loyal and valuable customer relationships. Salesforce Customer 360 Truth will help companies break down data silos and deliver the experiences customers expect.”

    Salesforce Customer 360 

    Customer 360 Truth is part of the Salesforce Customer 360, which includes industry-leading apps spanning sales, service, marketing and commerce, and across every customer touchpoint. The Customer 360 Platform is an underlying set of services and APIs including AI, blockchain, mobile, security, voice and other capabilities that allow companies to connect every customer, empower every employee, and deliver continuous innovation. Salesforce will power more than two trillion B2B and B2C transactions this year for more than 150,000 companies and millions of Trailblazers—those individuals and their organizations who are using Salesforce to drive innovation, grow their careers and transform their businesses.

  • Salesforce Dreamforce 2019: Update on Einstein and AI’s Role

    Salesforce Dreamforce 2019: Update on Einstein and AI’s Role

    Salesforce executives took the stage at Dreamforce 2019 to provide an update on Salesforce Einstein and the tremendous success it has been.

    Marco Casalaina, Vice President Products, Einstein, opened it up by discussing how far AI has come in the business world. When Einstein’s capabilities first started coming to light in 2017, only one in five businesses were using any kind of AI. Fast-forward to 2019 and nearly half of companies have integrated AI in their operations. Despite AI’s increased usage, not all companies are seeing the benefits they would like. In fact, seven out of ten companies report little to no impact from deploying AI.

    This is one of the ways in which Salesforce’s Einstein is designed to be different. It’s goal is to be simple, providing a voice interface to the data in Salesforce Customer 360. Einstein is already available in Sales, Service, Marketing and Commerce clouds. Soon, Einstein search will be taking over the Search bar, giving customers the ability to perform natural language searches using their voice.

    Yakaira Núñez, Director User & Product Insights, AI & Analytics talked about the work her team has been doing.

    “We’ve been focusing our work on voice ad nauseam.”

    She also highlighted three areas of concern for customers.

    1) Data Privacy and Security is of tantamount importance to customers, and Salesforce is committed to protecting that data.

    2) Guidance, specifically the importance of voice guidance. Salesforce recognizes that voice-controlled systems aren’t always the easiest to use. As a result, they worked to make Einstein as easy as possible.

    3) More diverse use cases, beyond just sales.

    Núñez also showed off Einstein Voice Skills. Any admin or developer can use the tool to build custom voice apps. These voice apps can be deployed on the desktop, mobile or smart speakers.

    Few would argue that AI represents a fundamental shift in technology, commerce and more. Companies like Salesforce are demonstrating how it can be a useful tool, providing new functionality and making customers’ lives easier.

    https://youtu.be/rPm–W0qeRs

  • Aviso Launches Version 2.0 of Its AI Guided Selling Platform

    Aviso Launches Version 2.0 of Its AI Guided Selling Platform

    Sales tech company Aviso announced version 2.0 of its AI-powered guided selling platform during Dreamforce event.

    The company’s CEO is Trevor Templar, the former VP of enterprise sales at Salesforce. Templar is taking a page from Salesforce’s playbook, trying to disrupt an industry and end its dependence on legacy CRM systems.

    “Twenty years ago, Salesforce launched their famous ‘No Software’ campaign as a rallying cry for innovative sales technology. Twenty years later, the #NoCRM campaign urges companies to reimagine the sales experience once again with a focus on performance. #NoCRM makes good on what was promised by ‘No Software’ two decades ago through leveraging predictive artificial intelligence to bring sales teams more cost-effective, modern, and insightful software.”

    Aviso uses a ‘less is more’ approach to help companies analyze data, prioritize opportunities and close more deals by providing AI-powered guidance, rather than relying on—and being bogged down by—traditional CRM.

    “CRM is 25% of all enterprise software, but less than half of sales reps meet their quotas, and teams spend more time fluffing and wrangling data than closing deals,” says Templar. “Our customers are excited about our 2.0 platform to shift focus away from CRM databases to using AI guidance for the core business of selling and serving customers.”

    Version 2.0 of Aviso’s uses a next generation core predictive framework, resulting in greater simplicity, flexibility and data generation up to 400% faster. The new platform is in beta with select customers, with a general release expected later this year.

  • Microsoft Opens the Door to Azure Programs Running on Competitors’ Clouds

    Microsoft Opens the Door to Azure Programs Running on Competitors’ Clouds

    At its Ignite 2019 conference, Microsoft announced the release of Azure Arc, a tool designed to allow developers to deploy Azure programs to Amazon and Google clouds.

    Since Satya Nadella took over as CEO in 2014, Microsoft has taken a completely different approach to competitors. Rather than viewing other companies as the enemy and doing everything possible to keep users locked into the Windows ecosystem, the company has focused on making the best software possible and deploying it as widely as possible.

    This approach has led to a renewed focus on Office for the Mac, industry-leading versions of the productivity suite for iOS and Android, not to mention the company reaching out to Linux developers for help in porting Edge. Now, as the cloud wars heat up, it appears Microsoft is taking that same all-embracing approach to competing cloud platforms. Azure Arc will not only help companies deploy their Azure programs, but also help them manage them regardless of where they are run from.

    “Azure Arc enables Azure services anywhere and extends Azure management to any infrastructure for unified management, governance and control across clouds, datacenters and edge. They look and feel just like Azure resources, and they provide unified auditing, compliance, and role-based access control across multiple environments and at scale.

    “As a result, customers can modernize any infrastructure with cloud management and security protection. With cloud practices that work anywhere, Microsoft is delivering these resources, from cloud to datacenter to edge, and enabling cloud security anywhere.

    “Millions of Azure resources are managed, governed, and secured daily by thousands of customers. With Azure Arc, customers can now take advantage of Azure’s robust cloud management experience for their own servers (Linux and Windows Server) and Kubernetes clusters by extending Azure management across environments. Customers can seamlessly inventory, organize, and govern their own resources at-scale through a consistent and unified experience through the Azure Portal.”

    On the heels of news that Microsoft beat out Amazon for a lucrative defense contract, the Azure Arc announcement is further evidence the company is firing on all cylinders in its execution of Nadella’s strategy.

  • The Agreement Cloud Is Going To Be The Next Big Cloud, Says DocuSign CEO

    The Agreement Cloud Is Going To Be The Next Big Cloud, Says DocuSign CEO

    “The new cloud opportunity that we see is in the Agreement Cloud,” says DocuSign CEO Dan Springer. “It is going to be the next big cloud because we think this is about bringing multiple clouds together. We work strongly with ERP and strongly with CRM. We’re actually finding opportunities increasingly every day to make the other cloud investments that people are making have more value before them by bringing them together. What connects them is the agreements those companies do.”

    Dan Springer, CEO of DocuSign, discusses their launch of the Agreement Cloud and how it will transform companies to more easily work together and “be more agreeable.” Springer was interviewed on CNBC:

    DocuSign Helping Companies Be “More Agreeable”

    We’re super excited about the DocuSign Agreement Cloud. We realize that our customers have said e-signature is a fantastic foundation for their business. But they have a broader set of needs around the way they not only sign agreements but the way they prepare them and the way they manage them after they’ve been signed. So we’ve built out a broader suite of products and that’s what we’re bringing to market today. 

    I think it’s key, the connectedness that Slack is seeing and pushing for is very similar to what we see as well. Companies want to be, in our terminology, more agreeable. Those are the communications they want to have within their companies or their back-office functions that they’ve tried to digitally transform, but also for the front office. They really want to have a customer experience that is what the customers expect so they will be easy to do business with. We see that the Slack moves are very similar to what we’re seeing in the Agreement Cloud.

    The DocuSign Agreement Cloud Explained

    We Like To Talk About How DocuSign Is Unusual

    We’re super excited about the core e-signature business. While we talk about the Agreement Cloud, we think that’s the broader opportunity to really make this one of the most significant cloud opportunities. We don’t in any way want to move away from the excitement we have over the course e-signature business. It’s sort of what brought us to the dance. If you think about the roughly billion dollars of revenue that we will deliver this year the bulk of it will still come from e-signature. The growth opportunities are very broad. 

    We like to talk about the fact that DocuSign is unusual. We serve from the smallest business to the largest enterprise and across all verticals. We are excited to talk about federal. We had our first million-dollar ACVD deal that we just announced in the quarter. So it’s not just that segment, it really is very broad. We think financial services will continue to be a driver for us and as I mentioned federal will be exciting. You’re going to see us continue to expand internationally and domestically. It really is a broad-based opportunity.

    The Agreement Cloud Is Going To Be The Next Big Cloud

    If you think about the overall TAM, e-signature is a $25 billion dollar market. With the broader Agreement Cloud that gets into a magnitude of many billions more, maybe doubling the overall opportunity. When you think about the competitive set it’s so early. We’re only about four or five percent penetrated in the core signature business and less on the broader ones. When we actually talk about competition, we talk about paper and manual processes. This business is so early days. We’re in the early innings. We believe that our biggest competition really is paper and manual processes. We like to say it’s a great competitive set to have because they don’t fight back very hard. It’s just a matter of time before we really are going to be able to replace and modernize those systems.

    When you think about the infrastructure side, it’s a huge part of where the cloud is going. We’ve been much more focused on the application and thinking about that end-user value. But on the infrastructure side, I think it’s a hugely competitive space. It used to be looking like a two-horse race with Microsoft and Amazon. Now looking at some of the other players, such as what Google’s doing, I think you’re going to see more and more competition in that space. I don’t think it’s going to be necessarily bad for those players because it’s a really large expanding market. 

    On the application side, the new cloud opportunity that we see is in the Agreement Cloud. It is going to be the next big cloud because we think this is about bringing multiple clouds together. We work strongly with ERP and strongly with CRM. We’re actually finding opportunities increasingly every day to make the other cloud investments that people are making have more value before them by bringing them together. What connects them is the agreements those companies do.

    The Agreement Cloud Is Going To Be The Next Big Cloud, Says DocuSign CEO Dan Springer
  • Huge Wave Of Digital Transformation, Says Salesforce CEO

    Huge Wave Of Digital Transformation, Says Salesforce CEO

    “There’s a huge wave of digital transformation,” says Salesforce co-CEO Keith Block. “A lot of these different technologies are coming together. I have the opportunity and Mark has the opportunity to go around the world and talk to a lot of other CEOs. There’s just this huge imperative around digital transformation. Everybody needs to get closer to the customer. Everybody’s trying to improve that customer experience. That’s where Salesforce really brings value to the table.”

    Keith Block, co-CEO of Salesforce, discusses the company’s blowout earnings announcement and how their growth is powered by a huge wave of digital transformation happening worldwide. Block was interviewed by Jim Cramer on CNBC:

    There’s A Huge Wave Of Digital Transformation

    We are so very excited. We’ve had great execution and lots of customer success. A lot of this is really powered by this wave of digital transformation that we’re seeing all over the world. There’s a huge wave of digital transformation. A lot of these different technologies are coming together. I have the opportunity and Mark has the opportunity to go around the world and talk to a lot of other CEOs. There’s just this huge imperative around digital transformation. Everybody needs to get closer to the customer. Everybody’s trying to improve that customer experience. That’s where Salesforce really brings value to the table.

    There’s a huge TAM for CRM. We’re creating that TAM and we’re executing incredibly well and that’s really driven by customer success. There is this thing referred to as the 360-degree view of the customer. That is all about the walls of sales and service and marketing coming down. That is what our 360-degree platform is all about and our customers are looking for that. They’re looking for growth strategies. That’s why you see these great results.

    It’s About Bringing Companies Closer To Their Customers

    We have been recognized widely as one of the most innovative companies in the world. That takes two forms. One is obviously organic innovation and there’s been plenty of that in our history. That’s why we’ve been so successful and our customers keep coming back. But we also have acquisitions. We’ve got a fantastic history of execution. Whether it is the ExactTarget acquisition, or most recently, a year ago, the MuleSoft acquisition, those have all been wildly successful for our customers.

    I had the opportunity to go to Milan to meet with the CEO of Unicredit (in Italy). We’re glad to welcome them to the Salesforce family. They’re going through a transformation that every financial services institution is really going through. It’s all about improving the customer experience. It’s all about reinventing the business model. It’s all about transformation in the retail bank. Unicredit gets it and we’re thrilled to welcome them to the family. They’re doing some of the things that you see being done at Barclays Bank or Citibank or many of the other great financial services institutions. It’s about digital transformation. It’s about bringing companies closer to their customers and that’s what Salesforce is doing.

    Companies Are Investing In Their Growth

    FedEx is a storied brand. It’s a 50-year-old company, they revolutionized the package industry. Fred Smith is an iconic visionary CEO and now they’re taking it to the next level through customer experience. They’re leveraging Einstein to have predictions and make a better customer experience around knowledge. For example, if you had a challenge in some particular way, and FedEx is high quality, but if there were a challenge an agent can help you by bringing relevant information recommended by Einstein to drive a better experience. There were a million use cases of Einstein just like that in many many industries.

    What we’re seeing all over the world is this wave of digital transformation. That digital transformation begins and ends with a customer. We’re seeing CEOs invest. They’re investing in their future. They’re investing in their growth. They’re investing in customer experience across all industries, all geographies, and all segments. It has never been more important. That’s why you’re seeing this growth and you’re seeing these results (with Salesforce). We’re just co-innovating and co-creating with these customers, these companies. That’s why we’re having so much success on their behalf.

    There Is A Huge Wave Of Digital Transformation, Says Salesforce CEO Keith Block
  • How Non-Amazon Retailers “Leaned Into” Prime Day To Increase Sales

    How Non-Amazon Retailers “Leaned Into” Prime Day To Increase Sales

    “Retailers and brands took advantage of the buzz, the demand, the awareness, that Amazon has created and really rode that wave for great growth,” says Rob Garf, VP of Industry Strategy and Insights for Salesforce. “Retailers didn’t just ignore Prime Day, but they leaned into it. They really recognized this manufactured holiday, recognized the demand that was being created, and really took advantage of the consumers and their willingness to look for a good deal.”

    Rob Garf, VP Industry Strategy and Insights for Salesforce, discusses how retailers “leaned into” Amazon Prime Day, taking advantage of the buzz and overall consumer interest, to initiate their own Prime marketing. Rob was interviewed by Owen Milbury, Senior Manager, Analyst Relations for Salesforce:

    Retailers Didn’t Just Ignore Prime Day, They Leaned Into It

    What we saw is that this manufactured holiday, Hallmark has to be proud, really rose all ships if you well. The tide has risen where we saw 37 percent year over year growth for global retailers other than Amazon. What’s really interesting is that it just didn’t take place over those two days, but rather the entire month of July. We saw July having a ten percent higher growth rate than any typical month. Retailers and brands took advantage of the buzz, the demand, the awareness, that Amazon has created and really rode that wave for great growth. 

    Retailers didn’t just ignore Prime Day, but they leaned into it. What we found was that emails were at a heavy double-digit increase week over week. The other really interesting thing is our team stepped back and we actually looked at the Internet Retailer 500. We subscribed to all of their email lists and we went to their homepages over the last week. What we found was 51 percent of the IR 500, more than half, did some sort of promotion either on their home page or through email. 

    They just didn’t ignore it, they leaned into it. We found that 17 percent of the IR 500 mentioned either Prime Day or Black Friday in July as part of those promotions. They really recognized this manufactured holiday, recognized the demand that was being created, and really took advantage of the consumers and their willingness to look for a good deal. 

    We Saw Two Breakouts, Apparel, and Footwear

    Consumer electronics was certainly big. But we also saw two breakouts, apparel, and footwear. That’s really important because Amazon is leaning into their own private label. So these brands need to think how to differentiate. They didn’t just go to market and give deals. They also promoted limited edition products, special assortments, customizable merchandise, and even looking for subscriptions to be able not only to attract but to retain them over time. 

    The other one was consumer product goods. What was interesting about that was typically what you find in a grocery store they use the retailer as the intermediary, they’re looking generally to leapfrog these retailers. According to Salesforce research, 99 percent have some sort of active direct to consumer (D2C) type of initiative underway. That was no different this Amazon Prime Day. They were taking advantage of the buzz and really looking for ways to engage the consumer directly.

    49 Percent of Orders For Non-Amazon Retailers Were On Mobile

    When you think about the time of the year, most of Europe was on holiday, most of the US was taking time off as well, they’re not tethered to their computer. They don’t have the luxury of sitting down and searching that way. That showed in our data. In fact, 49 percent of orders for all non-Amazon retailers were done on a mobile device. This just speaks to the fact we’re on the go, the phone is the remote control of our daily lives. 

    We’re using it to break through the friction that usually exists between inspiration—I like something and I want to buy it—and then actually purchasing. Just for a point of context, that was a 20 percent increase year over year. It’s become a bellwether for shopping not only during the rest of the year but in particular on Prime Day.

    Retailers Saw Prime Day As a Test Run For Holidays

    Retailers are seeing this as really the test run for the holidays. They’re looking at their mobile strategy. How are they going to breakdown their friction? They want to make sure that they have mobile wallets so that they can really get through the checkout process. They are incorporating artificial intelligence so not forcing the consumer to swipe five times down the phone to find if you like this you might like this. Instead, putting it right above the fold. 

    They are also looking for fulfillment as well. As you are thinking through towards Cyber Week and the overall holiday season, and with it being five or six days shorter between Thanksgiving and Christmas, how are we going to use the store as a fulfillment center? You really bump up against that shipping deadline and need to also be able to fulfill that for several days after. Retailers are really cutting their teeth. They’re really bearing down. They’re looking at Prime Day as a way to get ready and gear up and go full force to back to school, Halloween, and through the holiday season.

    https://youtu.be/JHm8PZ2z1xU
    How Non-Amazon Retailers “Leaned Into” Prime Day To Increase Sales – Salesforce Execs Explain
  • It Doesn’t Really Matter What Microsoft Does, Says Slack CEO

    It Doesn’t Really Matter What Microsoft Does, Says Slack CEO

    “Whatever Microsoft does we’re still going to do the same thing that we would do for customers,” says Slack CEO Stewart Butterfield. “If the performance of our applications, like the number of milliseconds it takes to startup, is an important thing for customers, we will do that. If shared channels are an important feature we will develop shared channels. It doesn’t really matter what Microsoft does. We don’t spend a lot of time worrying about it.”

    Stewart Butterfield, CEO of Slack, discusses the potential impact of competition with Microsoft in an interview by FORTUNE at Brainstorm Tech 2019:

    It Doesn’t Really Matter What Microsoft Does

    First, Microsoft is an incredible company. I’m a big admirer. They also have been a great partner for us. There are 500,000 active developers on the Slack platform and Microsoft would like them using Azure. Azure has also been a great partner. We just launched Office 365 calendar integration and a bunch of other stuff. So they’re big enough that they end up working with and competing with all kinds of people around the world. We don’t spend a lot of time worrying about it (Microsoft competition with Slack). 

    Whatever Microsoft does we’re still going to do the same thing that we would do for customers. If the performance of our applications, like the number of milliseconds it takes to startup, is an important thing for customers, we will do that. If shared channels are an important feature we will develop shared channels. It doesn’t really matter what Microsoft does. But having said that I think the emphasis has been a little bit different. Our emphasis has been really broadly on interoperability because we would like to be the two percent of your software budget that’s a multiplier on the value of the other 98 percent. 

    There are 1,600 apps in the app directory but there are also 450,000 different applications developed internally by our customers that are actively used every week on the Slack platform. That can be things like notifications flowing in or workflow approvals or purchase orders. It’s really varied from teams in finance, legal, engineering, sales, and customer support. That activity is really important to us and is where we see Slack going.

    Size Doesn’t Matter, Real Traction With Customers Does

    Five years (from when Microsoft was still in Albuquerque) they kind of pulled the rug out from under IBM which was at the time the biggest, most powerful, and most valuable company in the world. Go forward about 17 years and this one is kind of mind-blowing. Microsoft has a 95 percent share of operating systems with Windows. It has 90 plus percent share of internet browsers with Internet Explorer. It bought Hotmail, had MSN, and had probably the biggest engineering presence for stuff online.

    It literally controlled almost all of humanity’s access to the Internet and they saw this little company in Mountain View starting to make a real business around search. Over the next couple of decades, tens of billions of dollars into that, and their (Bing) market share is now 9 percent or something like that. 

    You might think that’s special because the people at Google are real geniuses. But the same thing happened six or seven years later. In 2007, Google sees Facebook where people are spending a lot of time on social networks and that might be a good medium for advertising as well. If you wanted to comment on a video on YouTube you had to use Google Plus. I think the only time that Google ever promoted anything on its home page it was Google Plus. It was also promoted in Gmail and it didn’t matter. The fact that they had a thousand times more engineers and a thousand times more resources (didn’t matter). 

    They had access to maybe over a billion users even by that point and it just didn’t make a difference. The lesson that we take from that is that a smaller company, if it has real traction with customers, in some cases, has a bit of an advantage against a large incumbent with multiple lines of business. This is like the first 40 or 50 pages of The Innovators Dilemma. There are plenty of companies that have been crushed as well. I think that it’s hard to maintain a real focus on quality and on user experience and the bigger you get the harder it is. 

    If the competition was based on the quality of user experience and that’s where all the effort is that would be probably more daunting for us. If it’s based on their bigger distribution I don’t think that’s really a threat.

    It Doesn’t Really Matter What Microsoft Does, Says Slack CEO Stewart Butterfield
  • Our Machine Learning Platform Helps Brands Retain Their Customers, Says Medallia CEO

    Our Machine Learning Platform Helps Brands Retain Their Customers, Says Medallia CEO

    “We’re a platform that helps some of the biggest brands in the world really understand their customers in live time and communicate with them while they’re in an experience,” says Medallia CEO Leslie Stretch. “Instead of a survey after they’ve left a hotel, they communicate them while they’re there, check in on the experience and improve it. This helps them retain their customer and perhaps sell them another experience. It’s this machine learning platform that does that.”

    Leslie Stretch, President and CEO of Medallia, discusses the company’s IPO and how the company uses machine learning to react to customer signals in real-time rather than after they leave an experience in an interview on CNBC:

    Our Machine Learning Platform Helps Brands Retain Their Customers

    We’re a Silicon Valley tech company. We’re a platform that helps some of the biggest brands in the world really understand their customers in live time and communicate with them while they’re in an experience. So instead of a survey after they’ve left a hotel, they communicate them while they’re there, check in on the experience and improve it. This helps them retain their customer and perhaps sell them another experience. It’s this machine learning platform that does that.

    Anything is a signal to us, a survey, an IOT signal, a transaction, somebody buys something, they have a bad experience at the pool, or they’re on an airline and they don’t quite like the service that they’re getting, they can feed that back immediately instead of waiting until the experience is finished. We’re all about platform and signal. We’re very different from the survey companies, the feedback companies, which are the old experience economy companies. It’s the application of deep Silicon Valley technology to the problem.

    The Customer Is At the Center of Every Digital Transformation

    Customer experience has become really a major theme for every big brand in the world today. I also think that our technology is innovative and very different. The application of machine learning and the platform and just the operationalization of a private Silicon Valley company are really what I’ve done in the past. Just bringing basic blocking and tackling to go to market and marketing and building up the salesforce. So very simple and taking the story out to a bigger market.

    We actually just signed a revenue share partnership with Salesforce. We have a partnership for Marketing Cloud with Adobe. They’re great alliances for us. We can present our machine learning, our unstructured data, into their Marketing Cloud, Sales Cloud, and Service Cloud. That’s brand new for us this year. It’s great to go to market with leaders like that. Both Adobe and Salesforce completely understand the customer is at the center of every digital transformation and we are at the center of that.

    It’s Not For the Faint-Hearted, But We Invested a Ton In It

    We spent more than a half a billion dollars building this plot platform. That sets us apart from the traditional simple survey vendor. We’ve spent a ton of money on the privacy layer and on the security layer. We’ve worked already for a decade with some of the biggest brands in the world whose customer information is precious. We’re HIPAA certified for healthcare as well. So we take that very seriously. It’s not for the faint-hearted, but we invested a ton in it and it’s worth it.

    Our Machine Learning Platform Helps Brands Retain Their Customers, Says Medallia CEO Leslie Stretch
  • Salesforce Commerce Page Designer – Creates Experiences With Clicks Not Code

    Salesforce Commerce Page Designer – Creates Experiences With Clicks Not Code

    “We have something brand-new we call the Commerce Page Designer,” says Mike Micucci, CommerceCloud CEO at Salesforce. “It allows you to create experiences with clicks not code. You can literally drag and drop things around on the page and just put them right where you want to. You don’t need to be a programmer or a data scientist to do it. Your marketers and your merchandisers can build those experiences super fast to respond to different market changes.”

    Mike Micucci, CEO of CommerceCloud at Salesforce, announces new enhancements to Salesforce Commerce Cloud in a discussion at Connections 2019:

    You Have To Really Put the Customer Right At the Center

    In today’s industry, it’s not just about showing up and having a pretty picture you have to really put the customer right at the center. When they are there experiencing your brand you’re not delivering just the premium experience but you’re personalizing it to them. It’s not just on the shopping site it’s everywhere they go, from how you engage with them on social all the way through on customer service.

    Putting the customer at the center to deliver a premium, a personalized experience, that’s a differentiator today. That’s what the customers are expecting everywhere they go. That’s is the key.

    Commerce Page Designer Creates Experiences With Clicks Not Code

    Our team has been working all year to get ready for Connections. We’ve got some great news that we’re going to showcase. First and foremost, we have something brand-new we call the Commerce Page Designer. It allows you to create experiences with clicks not code. You can literally drag and drop things around on the page and just put them right where you want to. You don’t need to be a programmer or a data scientist to do it. Your marketers and your merchandisers can build those experiences super fast to respond to different market changes. That’s one of the biggest things that we’re producing.

    The second thing is we also have a lot of new tech for developers. We’re connecting Heroku Solution kit and Commerce together in a whole new way. With this new Heroku Solution Kit, which includes templates to help you build mobile apps, shopping apps, and service cloud apps. They are all right there in front of you so they developers can be super productive with this great environment with Heroku where you can manage and build apps.

    Thirdly is MuleSoft. It takes on average about 39 different systems to pull off a commerce scenario. Those are back-end systems like ERP, your order system, and inventory. What we’ve done with MuleSoft is we made it a lot easier to connect commerce through MuleSoft to all those legacy systems through one unified layer. So today, we’re announcing this new MuleSoft For Commerce Cloud Accelerator so that developers have a whole set of preset of APIs so they can jump-start that process.

    Those are three great innovations. One for all your marketing and merchandisers. Then there are two great innovations for the developers that make them much more productive. Our goal is to help you not only deliver premium experiences but do it really fast.

    Einstein and AI Are Really Reshaping Commerce

    So what is next on the horizon? First and foremost, we always listen to our customers tell us here are the things that they need to drive their business. But what you should be looking for is how Einstein and AI are really reshaping commerce. You’ll see that in how Einstein is not just doing product recommendations but reshaping the entire customer experience.

    Einstein takes away of a lot of those things that you used to do manually, let’s say like visual search where you can shop by pictures, where Einstein will figure out, hey, what’s in that picture and make it really easy to add it to the cart. It can take a lot of the guesswork out of it and just really make the shopping experience delightful. So stay tuned for a lot more AI and a lot more Einstein.

    https://youtu.be/Wpu7zVQTZ-Q
    Salesforce Commerce Page Designer – Creates Experiences With Clicks Not Code – Mike Micucci
  • EmployeeXM – The “Coolest” and “Most Sophisticated” Employee Experience Product

    EmployeeXM – The “Coolest” and “Most Sophisticated” Employee Experience Product

    “There’s a gap between what they think is happening and really what’s going on,” says Qualtrics CEO & Co-Founder Ryan Smith. “So we said, hey, we’re going to go hard into developing the coolest, easiest, and most sophisticated employee experience product (EmployeeXM). We’re going to build that and we’re going to tie it together with the customer experience.”

    Ryan Smith, CEO & Co-Founder of Qualtrics, discusses the genesis of Qualtrics and how it has evolved into a sophisticated and integral platform for the enterprise in an extensive interview with Jason Calacanis:

    We View Ourselves As a System Of Action

    In the beginning, it was very much around being able to collect data, kind of being on the front end of that. You were able to collect data. You were able to put it into an analytical system and then you were able to report on it. Because of that, we were kind of branded as this survey platform for a long time. I’d say over the last eight to ten years all the survey is a form. There’s a form engine that allows you to do anything you could ever want to do with a form. A form can be through text, a form can be through a chatbot, it can be through anything. Then there’s an analytical platform and then there’s a reporting platform.

    A lot of our investment has been into actioning. We view ourselves as a system of action. How do you actually gather data that doesn’t exist? What experience management is — most organizations are in a world where they’ve resigned to the fact that they have all the data that they need. From our standpoint and what we see it’s the opposite. We’ve got operational systems that are telling us what’s happened. But the “why” is able to be collected in ways that never could have been done in 2002 because we have such amazing access to people. We think it’s just starting, especially now that we can go gather the “why” data through 13 or 14 different methods. It all comes together and you get a full picture. You see what happened and now you get to see “why” and that’s pretty powerful.

    If you’re thinking about the Google Analytics side it would be like these people visit our site. These people abandoned their shopping carts. These people are doing this. Or I’m an LA Hotel and I see a bunch of people from LA visiting. I don’t know why they’re visiting. They’re not staying with me. They used Qualtrics and the first ten people say that they’re there for the happy hour menu. The one person shop running IT just pops up the happy hour menu through Qualtrics without changing their whole website. Now they’re at home and they’re delivering a great experience and it only shows up for the people from LA.

    EmployeeXM – Coolest, Easiest, and Most Sophisticated

    If you look at the airline industry one of the interesting things is we power probably all the feedback on the 30 or 40 different airlines around the world. Most people know Qualtrics for the customer feedback because they’ll fly and they’ll get an email or a text that says thumbs-up thumbs-down, how was your experience? What we’ve seen as we launched the XM (Experience Management) platform, and this is what SAP is so excited about, we created this category because of all the uses we were seeing on Qualtrics. Our employee experience was taking off in a way where we were like, whoa, 50 percent of the customer problems have to do with an employee.

    Then at the same time, the average tenure here in the Bay Area is like 18 months. I don’t know one CEO that says we’re going to go recruit and spend all this money but we’re going to bring people in for only 18 months. So there’s a massive gap. There’s a gap between what they think is happening and really what’s going on. So we said, hey, we’re going to go hard into developing the coolest, easiest, and most sophisticated employee experience product (EmployeeXM). We’re going to build that and we’re going to tie it together with the customer experience.

    The Inside Manifests Itself On the Outside

    From the time they start in the company to the time they exit how do we know everything that’s going? Even in the recruiting process, how do we make sure that as a company what we think we’re delivering is being received on the other side? I believe the inside manifests itself on the outside. We’re seeing this across brands. Now we’re seeing the customer and the employee. If you look in an airline, they’re using us on the customer, the employee, the product, and the brand side.

    If you look at when someone goes and shows up to a gate a lot of times they’re upset before they even get there. The employee deals with an upset customer and that impacts the entire experience. When you rate or you think about how your flight was you’re only thinking about the brand. It’s a bunch of experiences tied together. We’re helping organizations manage all their experiences for the first time on one single platform. It doesn’t make sense that you’ve got five different software’s doing this. We’re doing this at an enterprise level. That’s how people are using it.

    EmployeeXM – The “Coolest” and “Most Sophisticated” Employee Experience Product – Qualtrics CEO Ryan Smith
  • If You Don’t Provide a Great Customer Experience You Won’t Survive, Says Zendesk CEO

    If You Don’t Provide a Great Customer Experience You Won’t Survive, Says Zendesk CEO

    “We definitely help companies provide great customer experiences,” says Zendesk CEO Mikkel Svane. “That is the new currency of today. You can have the greatest product in the world and you can have the greatest service in the world, but if you don’t provide a great customer experience you’re not going to survive. I think we are in a magical place really being part of this revolution that is empowering customers and empowering businesses to provide a much better customer experience.”

    Mikkel Svane, CEO of Zendesk, discusses how the company has helped change the world of customer expectations in an interview on CNBC:

    Setting a New Bar For Customer Expectations

    We are a software company. We build software solutions for better customer engagement, better customer service, and better customer experiences. We have more than 100,000 brands using our software. We are 3,000 people headquartered here in San Francisco. My broken English is because of my background from Denmark, but we’ve been in San Francisco for ten years and it’s been amazing. What we’ve seen over the last 10 years is that customer expectations have changed like crazy.

    We’ve had the opportunity to work and have had the privilege to work with a lot of the companies here in San Francisco and Silicon Valley that have changed the world and changed the world of customer expectations. Companies like Uber, Airbnb, Pinterest, all these companies completely changed how we use services. We have worked with all of these guys and it has helped shape us as a company. It has set a new bar for how people are expecting the customer service and the customer engagements from the products and the services they’re using today.

    If You Don’t Provide a Great Customer Experience You Won’t Survive

    We definitely help companies provide great customer experiences. That is the new currency of today. You can have the greatest product in the world and you can have the greatest service in the world, but if you don’t provide a great customer experience you’re not going to survive. We started very much in the world of traditional inbound customer service. But in the world of CRM (customer relationship management) all the disciplines within that touches the customer whether that be on the sales side, the shopping side, the service side, the marketing side, all of these things seamlessly flow together.

    From the customer perspective, it’s just one big experience. You don’t want to know if you are talking to sales or marketing or support, you just want to have one experience. That’s why it’s important for us to help power all of these experiences and bring them together.

    Competition is great. Customers go with Zendesk and customers come to us because they want to keep up with customer expectations. That’s not just about digital transformation. It’s really about staying agile, staying quick, and keeping up with the constant change of customer expectations. That’s the world we are in today. What is working today, what is fantastic today, is going to be mundane tomorrow. It’s a generational thing too. Different generations have different expectations. My kids are going to be ruthless.

    Empowering Businesses To Provide a Much Better Customer Experience

    What we have done most recently is that we’ve launched a new platform concept that is built on AWS called Zendesk Sunshine. It’s open, it’s super scalable. and it’s very developer friendly. It allows you as a business to tie all the different things together. Amazon Web Services is a huge free platform. Every business is moving more and more of the infrastructure to AWS. It’s because it’s an architectural change. It’s a new way of being able to tie everything together without necessarily having to rely on formal partnerships between these businesses. That’s very much what we believe in.

    Our customers are serving about a billion consumers and customers every single year. It’s really like helping our customers in keeping up with the massive demand and the massive expectations of businesses today. I think we are in a magical place really being part of this revolution that is empowering customers and empowering businesses to provide a much better customer experience. We really enjoy it.

    If You Don’t Provide a Great Customer Experience You Won’t Survive, Says Zendesk CEO
  • Salesforce CEO: Every B2B and B2C Company Is Becoming a B2B2C Company

    Salesforce CEO: Every B2B and B2C Company Is Becoming a B2B2C Company

    Salesforce co-CEO Marc Benioff says that every company is becoming a B2B2C company. “Every B2B company and B2C company is becoming a B2B2C company,” says Benioff. “What company does not have to directly connect with the consumer? You could be a traditional industrial company who’s selling to B2B resellers and you have to be ready in this connected digital revolution to be able to connect directly to your consumer as well.”

    Marc Benioff, co-CEO of Salesforce, discusses their recent high flying quarterly results and talks about how every company is becoming a B2B2C company in an interview with Jim Cramer on CNBC:

    We Just Had a Fantastic Fourth Quarter

    We just had a fantastic fourth quarter. We’re taking a look at those numbers right now and it was an amazing quarter. In fact, we beat our revenue estimates quite handily. As part of that, our co-CEO Keith Block closed the largest transaction in our history and the largest transaction ever in Barclays history. It was a deep nine digit transaction to help automate their 50 million customers. It really goes to show how the three major trends that are playing out in computing today, the cloud, broad digital transformation, and a focus on the customer, can really impact our company by creating a huge deal and also being able to support a huge transformation at Barclays.

    I feel great about our business. I’ve always felt great about it. We’re coming up on our 20 year anniversary this Friday. It’s been 20 years that have been unbelievable to us here. We are coming up on a year that we’re going to do $16 billion in revenue that far exceeds my expectation. I still have never been more excited about Salesforce than I am right now. When I look at the short term I see $20 billion right around the quarter and I see $30 billion right around the corner. In fact, we initiated a four-year guidance today of $26 to $28 billion.

    Every B2B and B2C Company Is Becoming a B2B2C Company

    You can look at a great deal that we did this quarter with Amgen, a tremendous biotechnology company. This is a company that’s really expanding with our health cloud. This is our vertical strategy to build products specifically for certain industries. In this case, our health cloud is going to help Amgen connect with their customers in a whole new way.  Every B2B company and B2C company is becoming a B2B2C company. What company does not have to directly connect with the consumer?

    Not just Amgen, everybody. You could be a traditional industrial company who’s selling to B2B resellers and you have to be ready in this connected digital revolution to be able to connect directly to your consumer as well. That’s a major trend that we’ve benefited from for so many years now and you’re going to see that continue to play out. That’s certainly something driving this relationship with Amgen as well.

    Brunello Cucinelli and Lamborghini Using Salesforce to Connect

    Brunello Cucinelli is one of the great fashion brands in the world and we’ve completely transformed Brunello Cucinelli. He actually touches the customer in many different forms. He has a direct B2C relationship. He’s online with them. We run his website. You go into his stores. That’s a direct consumer connection. But did you know he’s a B2B company also? That’s because he’s selling to resellers who are reselling his products in some of the big retail stores around the world. He’s a B2B and a B2C company. We have to bring it all together with him and give him a single view of his customer. That’s the transformation he has to go through and has gone through and that’s why he’s had such great growth and we’re so excited for him.

    Another great example is Lamborghini. Of course, Lamborghini is actually traditionally a B2B type company. They’re selling to their dealers and they’re making sure their dealers are successful. some of those dealers are not even owned by Lamborghini but now they need to be able to connect with their customer in real time, all the time. They’re also a B2C direct customer. That’s why the new Urus, their new SUV, is built entirely on Salesforce. It’s the connected Lamborghini. That’s a vision for all car companies in the future that they can directly connect with you, not just connect with their dealer. That’s the B2C and B2B transformation that we’re talking about.


  • Cross-Media Campaign Execution is a Pain Point for Media Companies

    Cross-Media Campaign Execution is a Pain Point for Media Companies

    “The biggest pain point for media companies today with regards to cross-media campaigns is the execution,” says Susie Hedrick who is SVP of North America Sales at WideOrbit. “The more complex the sale, the more complex the buy, the harder it gets.”

    Susie Hedrick, SVP Sales, North America at WideOrbit, recently discussed the challenges of the digital and TV convergence for sales teams on BeetTV while she was at the WideOrbit Connect TV & Radio User Conference in New York:

    Creating Sales Organizations That Are Matrix

    I think the most interesting observations from the conversations I’ve had with customers are the new sales organizations. They’re creating organizations that are matrix. You have a team that may go across many different products and then you have specialists that come in and go deep within those products. But the expectation isn’t that the sales team can go wide and deep. They’re able to go wide where we have people who are very good at going deep.

    My take on the data issue is that there is a ton of data out there. We haven’t quite figured out how to use that data in the day-to-day sales effort in adding value to the products that we’re trying to sell. It’s there, we can present it, but we haven’t automated that through software.

    Automating Sales Processes is Huge

    There’s a lot of technology available that makes selling easier and more efficient. Automating that process is huge and it’s a huge driver for us within WideOrbit. If we can solve that we can create an environment where salespeople are able to use their time doing more revenue-generating activity and more strategic activity.

    What we don’t want is to promote an industry where we’re doing a bunch of busy work or we’re swivel-chairing between systems because we can’t enter something in one system and have it go out to digital and traditional broadcast.

    Cross-Media Campaign Execution is a Pain Point

    The biggest pain point for media companies today with regards to cross-media campaigns is the execution. It’s simple. Not that the selling or buying is simple. Where it really gets complex is when you have different media types and you have to go through the execution process through delivery, invoicing, attribution back into the system, and collection. So that full process, the more complex the sale, the more complex the buy, the harder it gets.

    It’s more complex because the execution system for every single media type may be different. You have a different ad server for digital versus streaming versus TV. There are all different ways to execute across different platforms and the more that fragments the more work there is to do on the backend.


  • Salesforce co-CEO: We Are Just at the Dawn of the Fourth Industrial Revolution

    Salesforce co-CEO: We Are Just at the Dawn of the Fourth Industrial Revolution

    “Our customers, they’re betting their business on us,” says Salesforce co-CEO Keith Block. “They’re disrupting their business models. They’re reinventing themselves leveraging our technology. They want to know that we have a trust-based relationship. At the end of the day, it is all about trust.”

    Block says that we are just at the dawn of the Fourth Industrial Revolution and that companies love to work with Salesforce because they represent the future.

    Keith Block, co-CEO of Salesforce, discussed how companies are going through massive business model and digital transformations in this Fourth Industrial Revolution that is just getting started. He was interviewed by the legendary Jim Cramer on CNBC: (video below)

    We Are Just at the Dawn of this Era

    We’re playing for the long game here. We’re going to be celebrating our 20th anniversary coming up in just a month. When we think about what’s happened over the last 20 years, we’ve seen revolutionary changes in technology and we’re in this Fourth Industrial Revolution. In that Fourth Industrial Revolution, we have companies going through business model changes and digital transformations and the role of the CEO is different than it used to be.

    This is where companies love to work with Salesforce because we represent the future. We’re all about the future. We’re about creating and innovating and co-creating around customer engagement. This is a long game this Fourth Industrial Revolution and we’re just at the dawn of this era. So this will be happening for a long time.

    Disrupt or Be Disrupted

    It’s all linked together. We live in a world with these technologies where it is disrupt or be disrupted. If the CEO of a company is not the Chief Transformation Officer they need to come up with a strategy, they need to make a move, they need to embrace these technologies. No industry is really immune from this level of disruption.

    At the end of the day, everything begins and ends with the customer. It’s all about the 360-degree view of the customer. That has been the Holy Grail since I’ve been in the industry. Providing the insights, providing the level of engagement, the technology, around how customers can have a greater experience.

    Our customers, they’re betting their business on us. They’re disrupting their business models. They’re reinventing themselves leveraging our technology. They want to know that we have a trust-based relationship. At the end of the day, it is all about trust.

    Everything Rotates Around Trust.

    We are a values-based company. Since the day the company was established we were a values-based company. We have four values and our number one value is trust. Then we have customer success and innovation and equality. Those are very very important to our stakeholders. The modern company is a stakeholder theory company.

    It’s not just about Wall Street and earnings, which is obviously very important. We take our shareholders very seriously. It’s also about our customers. It’s about our partners. It’s about the community that we live in. Everything rotates around trust. We have a trust deficit. Some people call it a trust crisis in the world right.

    If you have an employee, an employee wants to know that they have a leadership team that’s listening to them, that they have a voice, and that they trust the decisions the leadership is making. They want to trust that they’re responsible decisions that are consistent with the values of the company. With governments, we trust in our leaders. We want to trust in our leaders that they’re making great decisions for our citizens.


  • Salesforce CEO: Incredible Wave, Global Phenomenon of Digital Transformation

    Salesforce CEO: Incredible Wave, Global Phenomenon of Digital Transformation

    Cloud adoption is just in the very early days says Salesforce co-CEO Keith Block. He says that over the last few years we’ve been in a perfect storm of cloud and mobile and data science and artificial intelligence coming together that have given companies the opportunity to reinvent themselves and reinvent their business models. Block says that this has been an incredible wave and a global phenomenon of digital transformation.

    Keith Block, Salesforce co-CEO, discussed the global phenomenon of digital transformation in an interview on CNBC:

    Cloud Adoption is Still in the Very Early Days

    I believe we’re in early days. Salesforce will be celebrating its 20th anniversary very quickly and we’ve had a meteoric rise. We’ve been the fastest enterprise software company and in the top five software companies in terms of growth to $10 billion. We just gave our guidance to $13 billion and we’ll do $16 billion for next year. But cloud adoption is just in the very early days.

    Incredible Wave, Global Phenomenon of Digital Transformation

    What we’re really seeing right now is this incredible wave, this global phenomenon of digital transformation. Over the last few years, when you think about this conversion, this perfect storm of cloud and mobile and data science and artificial intelligence, these amazing technologies that have come together, it’s given companies the opportunity to reinvent themselves and reinvent their business models. I think classically of a company that is a B2B company that now wants to become a B2C company and that’s where Salesforce really plays beautifully in terms of getting closer to that customer.

    MuleSoft Completes the Wave of Digital Transformation for our Customers

    Specifically on MuleSoft. A great example is really having the holy grail of the 360-degree view of the customer, where you have information about the customer, where you can personalize the experience for the customer, where the customer feels like they are personally engaged with the companies that they do business with. MuleSoft is an amazing integration technology and we’re very lucky to have it. It really completes the wave of digital transformation for our customers in the sense that it’s allowing you to unlock data from any source.

    Cloud Brings the Ability to be Agile, Nimble and Flexible

    Think about decades of legacy data that have been built up and built up and built up and CEOs want to know how do we access that legacy data in a very agile and in a very quick fashion so we can serve it up to our systems of engagement? That’s why the marriage of Salesforce and MuleSoft has really become very compelling for CEOs all over the world. At the end of the day what the cloud brings you and what we bring at Salesforce is the ability to be agile, to be nimble, to be flexible, and actually bring something we refer to as a beginner’s mind. Completely taking a step back and saying, how do we reinvent, how do we innovate, how do we go quickly?

    You can move, because of the technology that’s available today, far more quickly than you could in the age of the legacy system. It starts with that, bringing a point of view, speaking the language of the industry, understanding that talking to a bank is different than a telecommunications company. These technologies apply in different ways. Those are very fundamental than what you see with some of the legacy technology companies that are still using the same motion.

    CEOs Must Commit to Digital Transformation

    The second is it’s all about trust and making sure that you have a trust-based relationship with your customers. The third thing that I would tell you and I think is very very important is that we live in a world today where because of that convergence, that perfect storm of technology, we now have this global phenomenon called digital transformation. The most important aspect of that is the commitment from the CEO. The CEO has become and must be become the Chief Transformation Officer.

  • Salesforce co-CEO: Who’s Not Going Through a Customer Transformation?

    Salesforce co-CEO: Who’s Not Going Through a Customer Transformation?

    Salesforce is booming and the reason is that virtually every company in the world is going through a huge digital transformation, according to Salesforce co-CEO Marc Benioff. “The reason why is every company that we’re dealing with is going through a huge digital transformation and every digital transformation begins and ends with the customer,” says Benioff.

    Marc Benioff, co-Founder, Chairman, and co-CEO of Salesforce, recently discussed the companies latest financial results and explained how the digital transformation is powering their continued massive growth in an interview with Jim Cramer on CNBC:

    Fastest Growing Enterprise Software Company of All Time

    We see hitting our big goal which is $22 to $23 billion in revenue within two fiscal years. By fiscal year 2022. Now here we are we’re giving fiscal year 2020 guidance for the first time at $16 billion. Salesforce remains the fastest growing enterprise software company of all time and that’s incredible. I don’t think the company has ever been stronger or been in a better position.

    These revenue numbers are incredible and way beyond our expectations for the quarter It’s awesome. We had a great quarter, the third quarter was phenomenal. We’re giving phenomenal guidance for the fourth quarter and certainly, we’re all praying and hoping to improve on that by the way and now we can see a strong fiscal year ahead in fiscal year 2020 as well.

    Every Digital Transformation Begins and Ends with the Customer

    I don’t think the company has ever been stronger or been in a better position. The reason why is every company that we’re dealing with is going through a huge digital transformation and every digital transformation begins and ends with the customer.

    Just look at one of the largest deals we did this quarter, it’s a nine-figure deal with one of the largest banks in the world and they’re just rebuilding how they deal with their customers. That’s an amazing story for us just to see everybody go through this transformation. It’s everything that is customer facing for one of the top five financial institutions in the world.

    Another one that I can give you the actual name for that is doing something just as exciting is Citibank. Michael Corbat has done a fantastic job as CEO of Citibank. We’ve been working on the retail transformation there and this quarter they opened the door for us and now we’re doing the wealth transformation as well. We couldn’t be more excited about everything that Citibank is doing.

    Every Company is Transforming Their Customer Relationship

    Every company is transforming their relationship with their customer. We’re going from a world where if you don’t have a digital one-on-one relationship with your customer you’re just not going to be that successful. You can look at some of the huge successes that we’ve had in the quarter. One of the stories that I love is Uber. Uber has a tremendous need to have a relationship not only with you the consumer but also with the driver and their own internal operations. As we’ve been able to improve our relationship with Dara Khosrowshahi and other executives in the company, we’ve seen them really transform their relationships with their customers.

    Apple has been a great opportunity for us, we’ve worked on that for so long. Of course, we all use our Apple products all the time at Salesforce. Now we have a strategic alliance with Apple and we’re encouraging our customers to do what we do which is take their information on the road. All of our products work natively now on iOS. We have the ability to automate every enterprise around that incredible platform and we see customers doing that.

    ServiceMaster Building a 360-Degree View of the Customer

    Another great story during the quarter was ServiceMaster. This is a company that has a lot of brands such as Terminix and many others. This is a huge field service operation but it’s also the integration of their call center, their contact center. They’re trying to build a 360-degree view of the customer, so of course, you’re working with their technicians in the field and they need to have a strong institutional memory of you back in headquarters. That’s a digital transformation that is so exciting for so many companies where they protect their homes.

    Who’s Not Going Through a Customer Transformation?

    We’re the largest and most important CRM company in the world. We’re number one in CRM by market share and revenue and by revenue growth. It’s a big industry and all the players are doing well because every company is going through this customer transformation. Who’s not going through a customer transformation? Everywhere I go in the world this is happening and it’s been going on and it’s not going to stop anytime soon.

    It’s about sales, it’s about service, it’s about marketing, it’s about commerce, it’s about analytics, it’s about applications, it’s about good building community, or in the case of one of the great customers that we have, DuPont, it’s about integration. We had this fantastic acquisition this year, MuleSoft, the ability to integrate everything together. This is so important for us and so many of our customers.