The Technology Behind the Social Enterprise Steven Tamm CTO, CRM, salesforce.com /steventamm @tammforce in/steventamm

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Outline Powering the Social Enterprise Multitenant Architecture True to the Core of CRM Listening to the Customer How you can help us improve

Powering the Social Enterprise

Delight Your Customers and Employees Listen & Analyze Social Marketing Product & Partners Collaborate Service & Engage Automate & Extend Connect & Sell Social Customer Profile Employee Social Networks Customer & Product Social Networks Social Enterprise

Force.com powers the social enterprise Common social profile Unified data model Open integration

Salesforce Architecture Trusted, Multi-tenant Infrastructure sites native HTML5 communities sales cloud database.com data.com chatter APIs / Integration service cloud appexchange custom apps force.com portals radian6 site.com heroku social customer profile

The Core of the Social Enterprise: Multi-tenant Cloud Computing Fast Easy No Hardware No Software Automatic Upgrades Pay-as-you-go Everyone Open Democratic Economical Logic/data Portability Any Device

What Salesforce.com does for you? We do Infrastructure Services We do Application Services We do Operations Services YOU get to focus on innovation Network Storage Operating System Database App Server Web Server Data Center Security Sharing Integration Customization Web Services API Multi-Language Authentication Availability Monitoring Patch Mgmt Upgrades Backup NOC Customize your CRM Build your data model Build your business logic Build your user interface Force.com faster, easier and lower risk than traditional single-tenant platforms. With force.com you can focus on innovation, not infrastructure. We believe that developers should be able to focus on building their applications vs. worrying about the hardware and software infrastructure required to run these applications. This approach allows IT organizations to build apps faster, with less resources and with no infrastructure impact. The reason this is possible is because force.com provides all of the infrastructure, application and operational service required to build and run enterprise-class business applications. There is no data center to manage … no hardware, storage or network to set up .. No backups or disaster recovery. We take care of all of this for you We accelerate the development and deployment of your apps by proving many of the common application services or building blocks of enterprise apps as a service so you don’t have to re-build these for every app. Additionally from an operational perspective, we handle all the performance tuning, software patches and updates, backup and disaster recovery. All of this comes as a service and requires zero customer effort or attention. What all this means for you is that you can focus on your unique app vs. all of the hardware, software and operations required to run it. You focus on what’s unique: the data model, business logic and user interface of your app and we handle the rest. Force.com allowed us to create and deliver a total of 14 applications – all without the expense and hassles of traditional application development. “ ” 9

Multitenancy

One Cloud with Many Customers Shared Elastic Services One Data Store per Pod 10K+ Customers per Pod 50+ Pods All data segregated by customer All operations include tenant ID Disaster Recovery Per tenant encryption keys

What is in a Pod

What Multitenancy means for Salesforce R&D One Version No Legacy Teams Bugs fixed for everyone No software or hardware for you Seamless upgrades No legacy code or legacy developers No bespoke features in core Every release goes to all our customers We run 200K+ tests on every checkin trust.salesforce.com Staggered Releases

What Multitenancy means for Salesforce R&D One Version Automation No Legacy Teams Bugs fixed for everyone 200K+ of our Tests Run your tests as well No software or hardware for you Seamless upgrades No legacy code or legacy developers No bespoke features in core Every release goes to all our customers We run 200K+ tests on every checkin trust.salesforce.com Staggered Releases

What Multitenancy means for Salesforce R&D One Version Automation No Legacy Teams Bugs fixed for everyone 200K+ of our Tests Run your tests as well Pod Architecture Staggered Releases Scalability across all sizes No software or hardware for you Seamless upgrades No legacy code or legacy developers No bespoke features in core Every release goes to all our customers We run 200K+ tests on every checkin trust.salesforce.com Staggered Releases

What Multitenancy means for Salesforce R&D One Version Automation No Legacy Teams Bugs fixed for everyone 200K+ of our Tests Run your tests as well Pod Architecture Predictability Staggered Releases Scalability across all sizes Three major releases/year Bug fixes every week No software or hardware for you Seamless upgrades No legacy code or legacy developers No bespoke features in core Every release goes to all our customers We run 200K+ tests on every checkin trust.salesforce.com Staggered Releases

What Multitenancy means for Salesforce R&D One Version Automation No Legacy Teams Bugs fixed for everyone 200K+ of our Tests Run your tests as well Pod Architecture Predictability Staggered Releases Scalability across all sizes Three major releases/year Bug fixes every week No software or hardware for you Seamless upgrades No legacy code or legacy developers No bespoke features in core Every release goes to all our customers We run 200K+ tests on every checkin trust.salesforce.com Staggered Releases

What Makes Us Different? Social Enterprise Platform Powered by Multitenancy Feeds Profiles Files Social Graph Social Right Experience Any Device Customizable Mobile Open Open Standards Open Technologies Open Interfaces Open Languages Real-time notifications Real-time workflow Real-time feeds Real-time

“Skate where the puck’s going” Sales and Service are different from 5 years ago Ubiquity of Mobile Connected Devices Social replacing Email 15M iPads sold in the last quarter

Investing in the future Next Generation technologies Focus and investment shifted

True to the Core of CRM

“True to the Core” is a Social Movement Started by Customers It Started With An Idea Then A Blog Then a Chatter Group

How we heard you Chatter IdeaExchange Customer Surveys Twitter and Blogs (Radian6) Support Cases

Categorizing the Complaints All CRM not customizable using the platform Difficult UI around some CRM features Technically Difficult Backlog Items Backwards Compatibility New Technology

Thank you for reminding us Agile Development tends toward “Large” Features Quality effort for older features higher Evolution of database.com makes “new” things easier Never rest on our laurels

Prioritize Based on Usage and Demand User Adoption Customer Surveys IdeaExchange Demand Strategic Importance Contacts Tasks Sales Teams

Listening to the Customer

We are listening and delivering for CRM We increased investment in CRM development We created new internal teams and increased staffing We focused on being “True to the Core”

Delivering 300K+ Idea Points This Year Target Release Salesforce Mobile for Google Android 26K Winter ‘12 Exception Reporting (outer joins) 41K Spring ‘12 Cross Object Workflow 39K Joined Reports Spring ’12 Multiple Contacts on an Activity 49K Summer ‘12 Setup Search 14K

Delivering Small Ideas Points Target Release Filters on Dashboard Components 3K Winter ‘12 Field Updates retrigger Workflow 5K Spring ‘12 Criteria-based sharing for all objects 1K Keep column size when editing lists 0K Spring ’12 Reorder search results Alphabetize Reports

Why can’t you just fix my feature? Trust is our #1 value Backwards Compatibility Workaround available Complexity Multiple Contacts per Activity State & Country as a Picklist Country starts with “BH”: Bahrain (BH) or Bhutan (BT)? Visibility: Which activities am I allowed to see? Update existing clients that assumed one contact Maintain Activity Report performance Sacrifices: Contact limit, LastActivityDate Migrate all the old unclean data to use Country codes Support old API integrations that use “USA” not “US” Migrate reports, dashboards, validation rules, etc

We Value Consistent Improvement API First, Mobile Second, Web Third One Integrated Platform for All Applications No middleware needed Migrate customers to the state of the art at their pace

How You Can Help

Idea Exchange http://ideas.salesforce.com Join the Customer Community Ask your questions Provide new ideas and vote up your issues Talk to support if it is a bug If it’s broken, we want to know!

Dreamforce Community http://dreamforce.com http://developer.force.com Join the Chatter Groups Get support for your ideas from the broader community Crowd sourced solution http://developer.force.com Community Boards for developers Code sharing for Apex

More information about multitenancy Search for Force.com Multitenant Whitepaper in your favorite search engine Multitenant Magic Webinar http://wiki.developerforce.com/page/Multitenancy_Webinar @tammforce