Juergen Brixel Senior Director Industry Manufacturing, EMEA

Manufacturing’s Future: Going Beyond the Product

Forward-Looking Statements

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A Diversity of Manufacturing Customers Driven by Customer Success

 Diversified Industrials  Durable Goods  Heavy Industrials  Oil & Gas  Automotive

Connectivity Revolution in Manufacturing

1970s 1900s 1700s

Mechanization

Mass Production

Automation

Connectivity

More Empowered Connected 24x7, mobile-first, social,

enabled by data

Connectivity Drives Demand for Deeper Engagement

Disruptor Experience

Smart-enabled Services

Always-on Relationship

Personalized Engagement

Demand: Engagement Beyond the Product

Massive Opportunity to Innovate

Product Slow growth, cost pressures &

commoditization

Product + Digital Engagement Recurring revenue, higher margins &

innovative business models

Proactive service

M2M Connection

Usage analytics

Efficiency Updates

24x7 Diagnostics

Going Beyond the Product Needs Digitization at 3 Levels

Front-office Engagement 1:1, data-driven, proactive marketing, sales, service

Value Chain Alignment Real-time collaboration around the customer

Agile Innovation Real-time connected product

insight for new services

Systems of Record

Manufacturers Invested in Systems of Record Digitize operations, not engagement

Logistics EDW MES ERP Demand Planning HR

Internal Focus Operations – Supply Chain – Infrastructure – Procurement

rely on spreadsheets to track customer

data

61%

Source: 2016 Connected Manufacturing Service Report

Systems of Record

Manufacturers Need a System of Engagement

Logistics EDW MES ERP Demand Planning HR

want to reimagine service with digital

engagement

87%

Systems of Engagement Mobile Cloud Social

Data

Science Internet of

Things

Salesforce Customer Success Platform

Service Excellence Personalize Service Everywhere

Inquire-to- cash Accelerate Acquisition

Unlock ERP Align Globally in Real-time

Connected Products Predict, personalize 24x7

Multitenant Cloud World’s most trusted

Customer Success Platform World’s #1 CRM

Manufacturing Solutions Digitize Engagement

Roadmap to Go Beyond-the-Product

Customer Success Platform for Manufacturing

Inquire-to-Order Unlock ERP

Service Excellence Connected Products

Digitize the Front Office Digitize Alignment Digitize Innovation

Personalize & accelerate customer acquisition

Expedite 1:1 service everywhere

Drive real-time global alignment

Predict & personalize with real-time insight

Cloud Mobile Social Data Science IoT

Inquire-to-order

Market Smarter Marketing automation enables 1 to 1 lead nurturing programs that drive interest, proactive engagement, & needs analysis

Sell Together Mobile communities & Chatter power real-time global collaboration with partners & distributors, bring experts together everywhere

Increase Profitability Pre-integrated CPQ functionality from Steelbrick empowers the front office to accelerate end-to-end solution selling & expand margins

Personalize & accelerate customer acquisition

Digitize the Front Office Digitize Alignment Digitize Innovation

Salesforce SteelBrick CPQ

 Accurate sales quotes Create customer-friendly sales quotes easily

 Faster Branded Proposals Build custom templates to match your business

 Automated quote-to-cash process Streamline the journey from lead to revenue

Quote-to-Cash with Lightning Experience

Relationship Intelligence Mobile Productivity Intuitive Salesforce Automation Contextual

Data

faster quotes +80%

Reimagine Front-office Engagement Reimagine Alignment Reimagine Innovation

Service Excellence

Personalize Service 3600 customer, warranty, entitlement & installed base info, self-service communities, & always-on Mobile SOS for 1:1 service

Service Everywhere Omni-channel support, in-channel response, contextual knowledge base & global collaboration for fast resolution everywhere

Service Faster Built-in Field Service Management partner driving in-product service & mobile field technician ops for faster service

Break silos for fast, 1 to 1 service everywhere

Digitize the Front Office Digitize Alignment Digitize Innovation

Field Service Lightning

 Connect your entire workforce Tools for agents, dispatchers & mobile employees

 Smart Scheduling & dispatch Automate scheduling based on skills, availability, and location

 Manage work in real-time Update work orders, change requests, and job status, on any device

Agent Console Omni Channel Communities Knowledge Social Analytics

Reimagine Front-office Engagement Reimagine Alignment Reimagine Innovation

Unlock ERP

Unlock Data Integrate legacy data into a real-time, extensible, standards-based, scalable cloud platform

Mobile-ize Insight Lightning development UI to build employee & partner apps across HR, Operations, PLM, Quality, Inventory Management

Align Everyone Mobile collaboration, built-in analytics & 3600 customer view, driven by CRM & ERP data, for everyone to align around the customer

Align disconnected value chain globally

Digitize the Front Office Digitize Alignment Digitize Innovation

Connected Products

Contextualize All Data Heroku, App Cloud and IoT Cloud connect device, equipment customer, account & location data at scale, making every sales, service, and marketing interaction contextual

Extend Value Chains Mobile communities connect existing suppliers, partner & customers to valuable data & insights, & enlist new value-add providers to extend ecosystems

Enable New Business Models Develop and run a services-based, subscription business model; Monetize and develop “data services” business; manage and run mobile application storefronts

Predict and personalize with real-time insight

Digitize the Front Office Digitize Alignment Digitize Innovation

A Conversation

Matthew Simpkins Senior Regional Manager - CRM

- Overseas Operations

Demonstration

Chris Duncan Lead Solution Engineer -

salesforce

Q&A

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