0. CRM in Higher Education - April 6th 2011
Mark Peplow – Fujitsu SaaS Practice
Chris Atwood – Salesforce.com
Simon Parker – KTC Director, Cardiff University
© Copyright Fujitsu Services Limited 2010
Copyright Fujitsu Services Limited 2010

1. Introduction to Salesforce.com
Chris Atwood
Introduction to Salesforce.com
FUJITSU EYES ONLY

2. 2000 2011 ? Why isn’t all enterprise software like Amazon.com?
In 1999, we asked a simple question: why isn’t all enterprise software like Amazon.com? I don’t install anything, I don’t upgrade anything, it scales. It was amazing. It was a killer app.
But now, in 2011 we ask a different question: why isn’t all enterprise software like Facebook?
It’s easy. It’s fun. It’s entertaining. It’s informational.
We learn all these things about the people we care about.
What if we could share and collaborate like this within our company? What if you knew about all of your employees, your customers or your systems as well as you new your friends and family on Facebook?

3. “The Facebook Imperative”: The World Has Changed
Amazon.com
Facebook
Tabs
Feeds
Pull
Push
Click
Touch
Desktop
Smartphone/Tablet
Location Unknown
Location Aware
The world is changing to a new paradigm for computing that looks much like Facebook.
Where Cloud 1 was all about Amazon.com, Cloud 2 is about making applications more like Facebook.
In Cloud 1, we used tabs to navigate, we pulled information as we needed, and we clicked our way through these apps on a desktop.
But in Cloud 2, it’s all about Facebook, where feeds push information to you. And now, with new devices like the iPad and many more sure to come, we are touching instead of clicking.
Facebook has trained people on how to use these new social services. People expect status updates, profiles, and feeds in their applications today. In fact, people now expect these features in their enterprise applications.
Windows/Mac
Android/iOS/Java/Ruby
Self-integrated
Marketplace
2000
2011

4. Our Mission: Cloud Computing Driver, Catalyst & Evangelist
Mainframe
1980s
On-Premise
Client/server
Today
Enterprise Cloud Computing
Industry shifting to enterprise cloud computing and salesforce.com has been leading this shift for over ten years.
With the cloud (the internet) companies can build and run applications with just a browser
With the cloud you don’t need servers or software today

5. First Cloud Company to Exceed $1
First Cloud Company to Exceed $1.8 Billion Annual Run Rate 29% Revenue Growth Y/Y in Q4 FY11
$1.8 Billion+ #4
Fastest Growing Company 2010
Annual Revenue Run Rate
You can see the growth of our company and of cloud computing evidenced by the growth of our revenue.
Salesforce.com currently has an annual revenue run rate of over $1.7Billion and is grew at 30% year over year in our latest fiscal quarter.
Quarterly Revenue ($M)
FY2005
FY2006
FY2007
FY2008
FY2009
FY2010
FY2011
Revenue through fiscal quarter ended 01/31/11

6. Strong Growth in New Customers
92,300+
Paying Customers
Our customer base is growing just as fast.
With over 87,000 customers, we’re the largest enterprise cloud computing vendor.
FY2003
FY2004
FY2005
FY2006
FY2007
FY2008
FY2009
FY2010
FY2011

7. The Cloud Computing Model
Multi-tenant
Automatic Upgrades
Pay-as-you-go
Real-time
5x Faster
Never been a better time for Cloud Computing
Core to cloud computing is multi-tenancy. Multi-tenancy means that all of our customers share a common technology infrastructure. Much like with a multi-tenant office space, companies might share security, internet, and other services. The benefit is that one vendor manages those services and removes the hassle for you.
In cloud computing, the benefits of multi-tenancy are that all of our customers get automatic upgrades that preserves their customizations and integrations. With our annual, 3-release upgrade cycle, you can literally come into the office on a Monday morning and have access to new features after a release goes live.
Multi-tenancy also enables a new business model based on a pay-as-you- go or subscription model. With this model customers don’t have to pay large up-front capital costs for hardware and software. And you can scale up instantly when you need to add more users or applications.
The cloud computing model makes it faster to get up and running and less expensive to run. Without the need to expensive hardware and software, you can point your browser to salesforce.com and start using applications immediately.
IDC White Paper sponsored by Salesforce.com: “Force.com Cloud Platform Drives Huge Time to Market and Cost Savings”, Doc # , September, 2009

8. The Cloud Computing Test
Other
vendors
Hardware/Software Costs ? £0
Automatic Upgrades
3 per year
Scalability
Instant
Democratic
1/3 small business
1/3 midsize business
1/3 large business
Apps Marketplace
1000+ apps
Energy Efficiency
.09 grams CO2/transaction
With so many definitions of Cloud Computing floating around, how do you tell if an application is really built for the cloud?
We made a test to define “What is cloud computing?”
Compare other vendors to salesforce.com and what they offer using this chart.

9. 1% Time Equity Product 228,000+ hours community service
9,500+ non-profit organizations
$21 million + grants
Salesforce has also received recognition as being a leader for strategic corporate philanthropy
Our 1/1/1 program means we donate 1% of equity, time, and product to philanthropic causes
- [tell a personal story]

10. CRM in Higher Education
Mark Peplow
CRM in Higher Education

11. CRM Aims
Single 360 View of…students, corporations, Schools, faculty staff, parents…
improve the quality of communications
improve the value of those touch points
allow new opportunities to be pursued
reduce the cost of maintaining the contact information.
provide accurate information
allow cross-functional views of information
facilitate cross-functional activities
ensure that all information is secure and recoverable

12. IT Challenge Admissions Student Records Accommodation Finance Campaign
Management
Contact
Databases
Student Portal
Pre-Application
Admissions
Student Records
Accommodation
Finance
Web sites
Events/
Conference
Placements
Short Course
Shared Services
Project
Management
Business
Development

13. Constituent Relationships and growing channels
Phone
Web
Chat
Social Media
Parents
Faculty & Staff
KTC,
Innovation
Centre
Corporations
Students
Recruit
Retain
Engage
Other Supporters
Admissions, Student Records, Accommodation, Finance

14. Over 1,700 Education Customers Universities, colleges and Education sector NFP institutions

15. Simon Parker
Cardiff University