Building rich engaging customer facing apps

Building Rich & Engaging CustomerFacing Apps
Webinar – Tues May 12th

Gerry Kenny
Salesforce Programs Manager

@GerryatSFDC


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Agenda

Welcome & introduction
The Salesforce Advantage – our secret sauce.
The consumer App experience
Building on Heroku
Connecting to the Salesforce1 Platform
Q&A


Today’s speakers

Gerry Kenny
Salesforce Programs Manager


Gavin Guinane
Master Technical Architect for
Salesforce1 Platform


Adam Littler
Commercial specialist of Heroku



Our Mission
Cloud Computing Driver, Catalyst & Evangelist

Mainframe

Client/Server

Enterprise
Cloud Computing
No Hardware/Software
Subscription Model
Automatic Upgrades
Constant Innovation

1960s

1980s

Today


Celebrating 16 Years of
Customer Success
World’s #1 CRM company

World’s most admired software company
#1 most
admired in
software

#8 best
company
to work for

World’s most innovative company
2011 • 2012 • 2013 • 2014

4TH YEAR IN A ROW!


Celebrating 16 Years of Giving Back

1% Time

920K+
Service Hours

1% Equity

1% Product

$80M+

25K+

Grants

Nonprofit Organizations
Sharethemodel.org

1-1-1 Model
Adopted by


Connect With Your Customers
in a Whole New Way

Cloud
Mobile
Social
Data Science

Server
Server
Mainframe
SNA
Terminal

Thousands

LAN / WAN
WAN
Client

Millions

Billions connected
things

Trillions

customer
interactions


The Customer Gap
Customers

77%

Your Company

of customers are not
engaged with companies

Not engaged with:
Your mobile apps
Your communities

Service Agents

Your employees

Marketers

Salespeople


Engaging With Customers Delivers Success

Increase
in sales

32%

+

Customer
satisfaction

Marketing
ROI

Customer
retention

40% 40% 39%

+

+

+

Average Percentage Improvements Reported by Salesforce Customers
Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected.  Response sizes per question vary.

Faster
deployment

55%

+


APP Revolution
Every company becoming

a software company

Build mobile apps fast
Employee apps
Customer apps
Partner apps


Industry trends & themes re app development

25% of IT software budget to mobile application development, deployment, and
management by 2017.
45% of mobile enterprise app initiatives to be delayed or go over budget in 2015.
The number of enterprise applications optimized for mobility will quadruple by
2016.
Over 50% of large organizations will invest in enhanced enterprise mobility securing apps and data in 2015.
By 2017, 100% of apps in customer-facing roles will be built for mobile-first
consumption.
85% of companies have a mobile backlog of between one and 20 applications
Mobile App Backlog is Directly Damaging Revenue in the Enterprise


How does Salesforce do what we do?


Salesforce1 Platform

Sales

Service

Lightning

Marketing

Community

Analytics

Apps

Builder • Framework • Components

Force.com • Heroku • Wave
Shared
Data

Shared
Workflow

Shared
Reporting

Shared
Collaboration

Trusted Cloud Infrastructure

Shared
APIs

Shared
Identity


Apps are Transforming Industries

Startups disrupt by developing apps with speed and innovation, and delivering
superior customer experiences
Transportation

Shopping

Entertainment

Transactions


Today, Every Company Must Be an Apps Company

Your brand, your products, your customer experience are carried by your apps 24 x 7

ü  Brick-and-Mortar Retailer
ü  Apps Company

ü  Home Controls Manufacturer
ü  Apps Company

ü  Shopping Center Operator
ü  Apps Company

What Does It Take to Build Apps Like These?
Transformative apps require a different recipe
Technologies of the consumer internet like Node, PHP, Java, and Ruby
Pixel-perfect digital experiences for brand fidelity and customer delight
Scalable, high-performance platform to handle rapid and uneven growth
Powerful developer and app management tools to free your team to innovate
Frequent and fast iteration of new features to keep up with the market
Seamless integration to powerful business tools like Salesforce


What are leading brands using Heroku for?

Marketing
Campaigns

Websites
& Media

Loyalty
& Engagement

eCommerce

Internet
of Things


Salesforce1 Platform

Sales

Service

Lightning

Marketing

Community

Analytics

Apps

Builder • Framework • Components

Force.com • Heroku • Wave
Shared
Data

Shared
Workflow

Shared
Reporting

Shared
Collaboration

Trusted Cloud Infrastructure

Shared
APIs

Shared
Identity


These Modern Customer Apps Demand a Different Recipe
​ Flexibility and Scale are keys to success

​ Personalized

​ Open Source

​ Immediate

​ New Frameworks

​ Beautiful design

​ Rapid Iteration Tools

​ Connected

​ New Architectures
​ Continuous Delivery
​ Instant Scalability
​ Modern Languages

Build Apps Fast. Build Business Faster.

Shopper Apps

Employee Apps

Create engaging
shopper-facing apps
faster

Build powerful
employee-facing
apps faster


Build Engaging Customer-Facing Apps with Heroku
Agile and elastic platform that developers love
Smarter infrastructure lets you build apps that scale

Open and extensible
Modern language support and ecosystem of 150+ add-ons

Connected to Salesforce
Sync customer apps with business processes


When Do Customers Choose Heroku?

When building
consumer or customerfacing apps

Ruby

node Python

Java

PHP Scala

To leverage “open
source” developer
skills and frameworks

To easily integrate
apps with Salesforce
system of record


So What?
​ Things dev teams have to do if they don’t have Heroku
Dynos

Database

Add-ons

​ Wait for IT to provision servers for  ​Wait for databases to be
dev, test, prod (up to weeks)

provisioned (days)

​ Figure out and install products
(days to weeks)

​ Make sure that OS, web server,
runtimes, all code bases are in
synch, up to date, patched
(constant effort)

​ Sign MSAs/contracts with a
bunch of vendors

​ Back up the databases
​ Tune the databases
​ Patch the databases

or
​ Figure out how much
infrastructure is enough, but don’t  ​Hire a DBA for $150k
over-buy (The Price is Right)
or
​ “Just say no” to the business

​ Be sure to pick the right ones –
swapping takes time and money
or
​ Reinvent the wheel because
vendor management makes you
crazy

Common Use Cases
Business Use Cases
Customer-facing Apps (B2C &B2B)

Functional Use Cases