Archive for service

Salesforce.com Wave May Matter A Lot… Or Not At All.

This week at the Salesforce.com Dreamforce event, amongst the all the charity appeals and hugging, alongside the usual advances in Sales Cloud and Marketing Cloud, there was one announcement that was truly interesting. While the other technology advancements were important, especially to customers of Sales, Service, and Marketing Cloud, this one was significant. It’s the new cloud, the Analytics Cloud, which was given the moniker “Wave”. In true Salesforce.com fashion CEO Benioff and Company are not just dipping their toes in the waters. They are diving in head first. Wave is a full-fledged business intelligence tool capable of making sense out of the treasure trove that is contained in Salesforce.com databases. So much more than simple reporting, which usually only benefits management, Wave attempts to bring relevant information to the small fish in the organization to help them perform better.

For the Salesforce.com customer, especially those who are all-in with marketing, sales, and service, Wave will be a boon. Simply put, it’s easy. The data is already in the various Salesforce.com clouds, the models are already developed by Salesforce.com, and the UI is designed for a typical Salesforce.com user/customer. I predict that sales and marketing managers already using Salesforce.com products will be attracted to it.

Unless of course you need to import other data in in which case the argument for going Wave is less. Yes, Wave can also integrate external data sources but I can’t imagine data integration still won’t be a difficult. It also means that the decision to surf the Wave will no longer be one that sales and marketing can make on their own. IT will need to get involved and they may have thoughts of their own when it comes to BI tools. For example, IT and legal may not be pleased with pushing operational or product data up into the Salesforce.com cloud. Issues of security and privacy take on new meaning when company financial information or supply chain information is placed in someone else’s control. Even if you are only looking to Wave for sales and marketing data, the attraction diminishes when you are not an all-Salesforce.com customer. Imagine the complexity of integrating data from with multiple cloud vendors? If you like Sales Cloud for CRM but are keen on Oracle Marketing Cloud or Adobe Marketing Cloud (yes they all call their marketing suites the same thing), then a more vendor neutral solution would seem safer or at potentially easier.

Wave is a necessary step forward and is done with the usual Salesforce.com flourish. For much of the existing Salesforce.com customer base, Wave will be a great product with tangible benefits. From the point of view of the sales, service, or marketing team member already using a Salesforce.com, Wave will feel like empowerment. For more heterogeneous environments though, Wave probably won’t make much of a difference. Hopefully, the Salesaforce.com sales force can use Wave themselves to tell when it’s worthwhile to push the new product and when it’s a waste of time.

And Tell You of My Dreamforce

With apologies to Blondie…

 

Dreamforce was bigger than ever this year. Salesforce.com claimed an impressive 135k registrations this year. It’s unlikely that all of those registrations actually turned into bodies on the show floor, especially the free expo and keynote registrations. I can, however, personally attest to the nearly overwhelming crowds. I think this says something about the reach of the company and the considerable cult of personality around founder and CEO, Marc Benioff. He may well be the true heir to Steve Jobs.

Despite the scale of Dreamforce, there were really only had a handful of themes and one big announcement that were hammered home relentlessly throughout the show.

  • The big announcement was the launch of Salesforce1. Hinted at over the past several months, Salesforce1 is a complete redesign of the mobile experience and the Salesforce platform complete with new and expanded APIs for all the Saleforce.com services. Besides introducing a unified and elegant design, Salesforce1 enables lightweight integration of Salesforce.com’s applications and partner applications based on the Force.com platform. This is an extension of the trend toward integration of applications through social conversations, RESTful APIs, and other lightweight methods as opposed to backend integrations.
  • Salesforce1, while exciting to development partners, was quite frightening to integration and solution provider partners who make a living helping customers with more heavyweight, backend integrations. It was not clear to them how this would affect their business. Some partners I spoke with were worried that much of their high margin work they do would dry up. I’m not yet convinced that this is really a business problem as much as channel communication problem.
  • Salesforce.com also rolled out a new concept called “The Internet of Customers”. The basic gist was that Salesforce.com objects can be embedded in all types of devices to enable new ways to market to, sell to, and service customers. The idea of embedding Service Cloud objects into cars and medical devices to facilitate opening trouble tickets or getting immediate assistance is an especially compelling concept. It places the service in the context of the device. Most of us would love to have our car open up a service call with our dealer when we get an ambiguous service engine light. The “Internet of Customers” term is silly. Many of the people I spoke with who didn’t work for Salesforce.com were rolling their eyes at it. The idea it represents though is innovative and forward looking. I can’t wait to set it widely executed.
  • Other announcements were more modest.
    • Salesforce.com finally released that long awaited Salesforce Files product which is basically an enterprise grade Dropbox. Files’ ability to search and synch with SharePoint as well as desktops was especially well thought out.
    • The updated integration with the Pardot marketing automaton application which came with the ExactTarget acquisition, was also quite slick. I especially like how it gives sales professionals the ability to use nurturing campaigns to keep touches going through otherwise fallow periods of the sales cycle without begging marketing to do it.
  • The real blockbuster news for me was on the business side. Marc Benioff got cheers from the press, analyst, and financial community when he announced that the company has achieved its first $1B quarter and was on track for $5B next year while maintaining a 36% growth rate. Pretty impressive.
  • Mr. Benioff also told the analyst and press community that the idea of B2B and B2C marketing and sales was outdated. Instead, we should think in terms of B to Customer. That makes infinite sense. Why push customer into little buckets when it’s about building relationships? We are all consumers even when we act in the name of our businesses. The distinctions are getting too murky for such constraining terminology.
  • Finally, Salesforce.com’s and Mr. Benioff’s personal commitment to philanthropy and social justice was evident not only in the fundraisers but the constant promotion of causes, not-for-profits, and NGOs. His discussion about gender bias in the workplace and society with Facebook COO and bestselling author Sheryl Sandberg was a highlight for many attendees. I found myself texting quotes to my teenage daughter throughout Ms. Sandberg’s and Mr. Benioff’s discussion. Unfortunately, the warm and fuzzy was diminished by the inclusion of Marissa Mayer of Yahoo and John Mackey, CEO of Whole Foods, both of whom have been in the news lately because of issues of labor justice (Yahoo’s work-from-home policy changes and QPR, Whole Foods stance against unions which CEO Mackey has compared to herpes). Ms. Mayer who also sits on the board of Walmart – not exactly a paragon of labor virtue – actually attracted protesters. People I know in the Bay Area talk about how genuine Salesforce and Mr. Benioff are with their giving. I don’t doubt their sincerity. Mr. Benioff’s conversation with Ms. Sandberg also left me with the impression that he has a heartfelt desire to create a more just workplace. I just have to wonder at the choice of two executives whose reputations are not as stellar.

If nothing else, Dreamforce gives the impression of a company that truly wants to connect with its customers and help them connect with their customers while doing good in the world. I’ve never seen executives who gained as much energy from being with customers as the Salesforce executives. That alone was worth attending.