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© 2014 Deloitte
Our Customer practice
3
2013 Gartner Magic Quadrant for
Customer Transformation
Service Providers, Worldwide
© 2014 Deloitte
Technology will continue to impact your customers
4
(2) Mobile (3) Social (5) Bioscience, Energy and Materials (4) Cloud
Sources: Deloitte research ‘IT Trends en Innovatie Survey 2014’, Singularity University, Deloitte Center for the Edge
Megatrends: (1) Data
Impact on the Insurance business model
Imp
ac
t o
n c
usto
me
rs
High
Low
High Low
Crowdfunding
Augmented
Reality Software as
a Service
DNA
Sequencing
New Energy
Personal Data
Analytics
Platform as a
Service
Nano, Neuro,
& Biotech
Social
Networking
Crowdsourcing
3D Printing
Sensoring
Internet
of Things
Artificial
Intelligence
Robotics
Big Data
Analytics Access over
ownership ‘Mobile
eats it all’
Gamification
The empowered
customer
© 2014 Deloitte
Adoption will continue to be a key differentiator
5
Business Innovation
Delivery models € €
Physical and direct channels Social Media and emerging channels
On
Pre
mis
e
Clo
ud
€ € € € €€
€
© 2014 Deloitte
Salesforce.com continue to grow ahead of competition
Salesforce.com Update:
• Current Market Cap: $33.35B
• FY15 Q1 Revenue Growth of 37% (42% in EMEA)
• FY 2014 revenue growth of 41% in Europe
• Plans to open new data centres in UK, France and Germany
• Cloud Ecosystem: ~2k Apps, Over Two million installs
• Significant expansion into ‘Non Core’ markets
#1 Salesforce: World’s #1 CRM
Enterprise Cloud Computing Market Share
#1 World’s Most Innovative Company
2011, 2012, 2013
#1 Market Leader: Enterprise, MidMarket, SMB & Sales Force Automation
#1
© 2014 Deloitte
Fastest Growing Enterprise Software Company
Note: Represents
Top 20 largest
enterprise software
companies by
revenue. Growth
rates based on
analyst consensus.
Rankin
g Company
Est. Revenue Growth
CY13
1 Salesforce.com 33.0%
2 Red Hat 14.0%
3 Akamai 13.6%
4 Citrix Systems 13.0%
5 VMware 13.0%
6 Dassault Systems 10.0%
7 Verisign 9.9%
8 Intuit 7.5%
9 Microsoft 6.7%
10 SAP 6.0%
11 Nuance 5.7%
12 Check Point Software 4.0%
13 Oracle 3.1%
© 2014 Deloitte
Deep Commitment to Working with Partners
Subscription model guarantees that Salesforce always “has
skin in the game” • We support customer success long after the deal is signed
• We ensure long term customer success with excellent partner
implementations
• We train, certify, build solutions and collaborate with the right
partner for your unique situation
Salesforce Product
and
Support Excellence
Partner
Implementation
Excellence
Customer
Success
Partner Selection + Implementation Excellence =
Customer Success
© 2014 Deloitte
Our Partners Share Our Commitment to Your Success
Our Partners:
• Have 20,500+ advanced Salesforce
certifications held by 16,000+ individuals
• Are evaluated for 100% of $200K+ deals
for implementation qualifications
• Over 350 SI Partners across EMEA
Our Partner Program Measures:
• Technical Certifications
• Customer Satisfaction
• Success Stories
• Industry and Product Expertise
• Partner Influenced growth
Customer
Success
The right partner is key to customer success
© 2014 Deloitte
Cloud Alliance Partner Tiers
Demonstrated success in global
implementations
SFDC presence and across multiple regions
Demonstrated proficiency in SFDC niche
implementations
Certified individuals and minimum project
requirements
Regional Partners with either:
A discovery and analysis focus OR a delivery and
operations focus
Qualifications and
Sample Partners
Platinum
Gold
Silver
Global
Strategic
Demonstrated success in complex implementations
Certifications and presence in country
Customer Satisfaction Required Across All Tiers
© 2014 Deloitte
ISV Partners Fill In Gaps and Accelerate Deployment
900+ partners have built
thousands of applications
natively on the Salesforce
Platform:
• AppExchange applications cut
across industries and
horizontals
• Applications work seamlessly
with Salesforce and stay up to
date with our release cycles
• Security reviews vet products
and maintain high standards
And 900+ more…
Sales
Customer
Service
Marketing
IT & Admin
Human
Resources
Finance
ERP
Collaboration
Analytics
ISV Ecosystem Contribution Since 2006
2m+ Installs
2010 2013 2012 2011 2009 2008 2007 2006
Ap
ps o
n th
e A
pp
Exch
an
ge
Launches
1m Installs
$1b+ partner revenue
IPO
© 2014 Deloitte
Differentiation Through the Fullforce Program
Recognition
Alignment Differentiation Customer
Success
Expertise in
Cloud or
Industry
Recognition of our partner’s
practice expertise
designated in either a
product or in a target
industry
Recognition of our partners’
unique solutions and
supported by joint sponsorship,
endorsement, and governance
© 2014 Deloitte
Potential Salesforce Ecosystem Services Opportunity Partners cannot afford to miss out on Salesforce Services
$8.7B
$11.5B
$41.9B
FY15
FY16
FY17
FY14
$6.5B
$15.2B
FY15
FY16
FY17
FY14
© 2014 Deloitte
Top Partners Have Expertise
Industry Expertise
‒ Understand your business
‒ Experience in your country / region / language
‒ In depth knowledge of systems to be migrated
Salesforce Expertise & Assets
‒ Cloud-specific certifications
‒ Technical & Solution Architects
‒ Methodologies, Accelerators, Apps, etc.
Jointly work with Salesforce
‒ Develop the market with us
‒ Build solutions on our Platform
‒ Work in conjunction with our Customer
Success teams
© 2014 Deloitte
+ =
18
• First projects in 2006 and a global alliance in 2011
• #1 or #2 in all key alliance metrics with Salesforce.com
• Active practices 20 countries
• Very mature practices in US, UK, Belgium, The Netherlands and Japan
• Known for our capabilities in Service Cloud, Social Business, and
Industry Sector expertise (Technology, Insurance, Banking, Life
Sciences, Media) with 2 global awards in 2014
• Significant joint marketing through PR and 20+ major event
sponsorships in 11 countries
© 2014 Deloitte
We are leading the market
19
2013 IDC Marketscope Salesforce
Implementation Ecosystem, Worldwide
© 2014 Deloitte
We have capabilities
20
EMEA # Resource
BENELUX 112
UK / Ireland 100
Italy 48
Germany 16
France 25
Spain (Near-Shore) 38
Nordics 41
Central Europe 10
Americas # Resource
US 833
USI (Off-Shore) 267
ASIAPAC # Resource
Japan 10
Australia 34
Other 38
Deloitte SFDC Local Presence
AMS Centers
Hyderabad, India
Madrid,
Huesca
Spain
Casablanca,
Marocco
391 1.100
82
© 2014 Deloitte
We have a clear EMEA focus
21
14 EMEA
countries
300+
People
150+
Certs
Official Cert
Program
CPG
MFG
TMT
PHARMA
INSURANCE
BANKING
FastSales
200+ USI
40+ NS
Process
Orchestration
Marketing
Cloud
FastLean
FastCar
(Veeva)
FastConnect
FastBank
CloudFast
Accelerators Key EMEA
Credentials
Capabilities Deliver Customer Transformation Innovations
Transversal Accelerators
Change Mgmt
Toolkit
Global Deployment
Toolkit
Environment
Mgmt. Jenkins
Deloitte
Tracker
Industry
Print 5
SFDC
Utility
CPQ
(Aptus)
AMS
for Cloud
Business
impact
monitoring
Tailored
made
Certifications
Global Tier 1 partner of SFDC, 2012& 2013 Innvovation Awards, 2014 Mobile App of the year
(Coming)
© 2014 Deloitte
Our CloudFast
22
INDUSTRY FRAMEWORK
Framework defining all
capabilities and processes
related to the industry
Discussion model for definition
of a Customer business
transformation
PRECONFIGURED TEMPLATE
Industry pre-configuration
based on Deloitte industry
expertise
Configuration according leading
standards and the adoption
principle (e.i. follow the
standard)
CLOUD BASED & MOBILE
Based on Salesforce.com as
solution technology
Mobile first principle, full
leverage of SF1 and custom
apps
Cloud
FAST
INDUSTRY FUNCTIONALITY
Specfic and high added value
functionality for industry
processes
Leverage on relevant
ecosystem functionality
© 2014 Deloitte
Our CloudFast: Illustration
23
FastLean, a unique accelerator for manufacturing
companies, combining the industry best practices
and Salesforce.com expertise of Deloitte to
provide a online & mobile solution for Sales,
Service and Marketing tailored for manufacturing
companies
Geo-location route-planning for installed based, account analytics, dealer and customer community
and integrated CPQ capabilities
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