Salesforce For Sales Keynote: Transform Sales From Lead To Cash | Salesforce

Sam. Now, Ladies and gentlemen, please welcome executive Vice president and General manager, Sales Cloud, Adam Blitzer. All right.

All right.

Welcome, everyone. Welcome to the Salesforce for Sales keynote. I'm so excited to be with you guys today. We have an amazing keynote. You know how I know it's going to be amazing? I was on my way to the keynote and someone came to grab me and said, adam, you're late for hair and makeup. And I said, I appreciate you guys being really inclusive, but at this point in my life, I probably just need the makeup. Everyone loves bald jokes. Like, the bald people in the audience are laughing because they're like, oh, yeah, he totally gets me. And the people with hair in the audience are laughing because they're like, we have hair. So this is actually my ninth Dreamforce. This is my third Dreamforce as part of Salesforce. In the previous Dreamforces, I was part of a startup I started called Pardot, which is now the marketing automation platform at Salesforce. How many of you guys have heard of Pardot? All right.

Whoa.

I like that. How many of you guys thought it was pronounced Pardo? You can raise your hands. All right, you guys are the sophisticated ones that say target and whatnot. Is anyone from New England? Yeah. You guys say PA Dot. All right, well, I love it. No matter what you say, it's going to be an amazing keynote. We're running the whole gamut of sales solutions all the way from lead to cash. So really appreciate you guys being with us. I need to start today's presentation with a quick safe harbor slide. We're going to be making some forward looking statements today, so please make any purchasing and investment decisions based on what's generally available in the product. And I want to start today's presentation by saying thank you. Thank you everyone for being in the room today, for participating, for spending your week with us at Dreamforce. You guys are amazing. You're an amazing community that make all of this possible. And I hope you guys are having a ton of fun already. Thank you to our partners, and most of all, thank you to our customers. You inspire us. You challenge us. You give us the amazing feedback that we need to make our products and to make our solutions and to make our company better. And together we're on this amazing journey, this journey of innovation. We've been ranked as one of the most innovative companies in the world by Forbes. We've been recognized as a leader in CRM by idc. But all of that pales in comparison to getting to work with you every day. And we have over 150,000 customers from all corners of the globe, of all shapes and sizes, in every industry. And it's amazing to learn from you guys. These are some of the best sales organizations in the world. You guys are like the oxygen for our products. So keep all of that feedback coming and let's continue to innovate together. That platform that we all use to innovate on is what we think of as the Salesforce Advantage. This is our multi tenant cloud. So whether you're an SMB or a global enterprise, you're all using the same product. We can innovate incredibly rapidly. It's our metadata platform so that all of your customizations just work. And it's the most trusted enterprise platform. So your performance, your availability, whether it's on a product that we're offering to you or an app you're building on top of our platform, you enjoy that same level of scale and trust. And last year, you heard us at Dreamforce announce the next evolution of that platform, and that's Lightning. How many of you guys have tried out the Lightning experience? All right, Lightning is a great new experience. User interface, user flow. It's a great new builder to basically drag and drop different components of the UI in a way that you couldn't previously do. And it's a new ecosystem of partner components. So not just components from us, but from our amazing app Exchange. You can get components and truly build a system to sell the way you want. We've delivered over 200 new productivity features with Lightning. We have over 1,000 components available, and we've had over 700,000 customers try out the Lightning experience. It's really, really exciting. And I get to spend a lot of my time on the road with customers, talking about our roadmap, talking about Lightning. And I get to meet with a lot of customers that are doing incredibly innovative things within their businesses. And they're using technology not just to transform the way their businesses work, but they're also using technology to transform their careers. We call these customers customer trailblazers. You probably picked up on that theme around here. Have you guys seen the raccoons, the bears, all that kind of thing? There was actually someone who tried to walk out with one of the giant bears. So if you know, you know who you are. So. But these trailblazers are absolutely incredible and they're inspiring. And one of my favorite trailblazers is Matt Rosenberg. He is the chief revenue officer at Eventbrite. And Eventbrite is, in and of itself, blazing trails. They're changing the Way ticketing works, they're changing the way event management works. They're a really forward thinking technology company. Now, Matt has been in sales for quite a while, but he's not just relying on his background in sales and his experience, he's combining it. He's constantly pushing us on technology and combining that experience with everything that we offer. And, and he's also finding third party solutions on our app exchange. He's looking at new ways to do lead generation, new ways to do forecasting, and he's really emerged as a thought leader in this demand generation and revenue generation space. So a great example of a customer trailblazer. And trailblazers really separate themselves by using all of this to focus relentlessly on their customer and providing that amazing customer experience. And customer experience is the new battlefield. It's the new battleground for us. When you poll executives, it's the number one way they expect to differentiate in their markets. We all know what a great customer experience is. It's tough to deliver, but we know what it is. It's relevant, timely, personalized marketing. It's sales reps that add value to the conversation because they have the right context. It's fast turnaround on orders, quotes. We get what we expect when we expect it. And it's service that delights us. When we have a problem with what we're using, we get a service agent who's reliable, who knows what he or she is talking about and can solve our problem quickly. And we're willing to pay for this. We're willing to pay for an amazing experience. Over 86% of customers surveyed said they'll pay a premium for an amazing service. But it's a challenge to deliver a consistently amazing experience because a sales process has many, many steps to it and it's easy to accidentally get siloed in that process. Most organizations are good at some pieces of this. They might be good at marketing automation, they might be good at order management, they might be good at cross sell upsell, but they're doing these things in a vacuum. They're doing these things in silos. And it's critical to present yourself as one unified front across that entire process, which we think of as lead to cash. And the technology that powers an amazing experience across lead to cash is Salesforce for sales. Now how does Salesforce for sales work? Well, it works by helping you sell smarter with Einstein. Einstein is our new artificial intelligence platform that basically gives a data scientist to every sales rep so that they can be smarter about every interaction they're having with Their customers. It's selling faster with lightning and all of the amazing productivity enhancements. Reps today spend so much time on things other than sales. This puts more time back in their day to focus on what they do best, which is closing deals. And lastly, it's about selling the way you want. Every customer, every business sells a little bit differently. The system needs to be configurable. You need to be able to personalize it so you can have it work exactly how you expect. Now, in today's keynote, we're going to take on three chapters. Selling smarter with Einstein, Selling faster with lightning, and selling the way you want with the Salesforce platform. And we're going to look at two amazing customers. We have Amazon Web Services and we have a great nonprofit in musicians on call. Our first chapter is all about selling smarter with Einstein and with artificial intelligence. And to illustrate this chapter, we're going to use Amazon as a lens. Salesforce has an amazing relationship with Amazon. They're a partner of ours, they're a customer of ours, we're a customer of theirs. We've had a great relationship for a long time. We work with over 50 divisions of Amazon and, and we're going to drill into one in particular. We're going to drill into Amazon Web Services. They're a fantastic business. Within 10 years they've grown to be over a $10 billion a year business and help propel Amazon to be the fourth most valuable company in the U.S. so to learn more about the AWS story, let's watch a short film.

You know what I love most about my job is every day I get excited, get up and help a customer succeed. And we really are a time of great transformation in this industry. We want to be the most customer obsessed company on the planet. We want to be problem solvers with our customers. And in order to do that in a scalable way, you've got tools that help you keep that rhythm, keep that drumbeat, facilitate that desire to be customer obsessed. And the great news is, so we've got Salesforce to take care of. One of the things I loved when I started at Amazon Web Services, we were truly a small technology startup within a large multinational company. We did have challenges in the beginning. We're a small team and there's a lot to do. What we really didn't need to be doing is also worrying about CRM. And we knew that Salesforce would be a great partner and we'd never have to worry about it. It's not just a CRM system, it's a Platform that we can use to build all the functionality that we need. We gather the information from around the organization to provide a single view, a simple view of our customers for our reps. And it's at their fingertips when they need it in front of the customer. Sales is a muscle memory sport. The more you do it, the better you get at it. But you've got to be able to change your selling motion based off the needs of the customer at their step in the journey. The way you delight a customer is you exceed their expectations. And so what Salesforce allows us to do is to predict customer behavior in a proactive way instead of reactive way. We help customers make decisions versus just sell to customers so that our reps can really create a meaningful dialogue with the customer. And it's in that meaningful dialogue that you begin to build trust. And Salesforce is an enabler of all of that at scale. We leveraged Salesforce to bring the small team together when we began and we use Salesforce now to bring the bigger team together now that we've grown. And having the right tools and systems that can move as fast as you want to move is absolutely critical to that. We're in this because we're trying to change the world. We really do think of ourselves as pioneers. Here we are blazing a trail that nobody has gone down before. We now have a million customers, are in 192 countries. What keeps the team together are tools like Salesforce that allows us all to recognize the obstacles ahead of us and help us navigate those obstacles.

All right, that is an amazing growth story going from a startup within Amazon to being an amazing business unit. Super fast growth. And I'm really excited today to have one of the stars of that video, the head of sales for aws, Mike Clayville, everyone. Please give him a warm welcome.

Thanks Adam. I'm just delighted to be here today. Thanks for having me here.

Thanks so much for coming to Dreamforce. Mike, Love the video, love the story. Was hoping you could just give us a little bit more background on aws, how you guys started and you know, tell us a little bit about your role there as well.

Yeah, sure. So I run AWS's worldwide field operations for the commercial part of our business. And you know, we got started because, you know, Amazon back In the late 90s, early 2000s was starting to offer to provide hosting for other people's websites and Target and Mark and Spencer's and some of these others were big examples of that. And as we were trying to build out these websites, we realized Traditional infrastructure is just hard. It takes a long time to build. It's really difficult to maintain. If you're really going to be secure, you're really going to be compliant, but it hardly ever differentiates your business. And so we recognized that in order to be able to scale the offering that we currently had, that we needed to change the way we did infrastructure. And you know, we thought this will be very useful for Amazon.com as well. And so we endeavored down this path of building a service oriented architecture really to be agile and nimble and responsive to customers.

And you know, I love the story about you guys starting as a small team. And one of the things that always surprises me at Amazon, you know, we think of Amazon as a massive enterprise, but there's so many startups within Amazon. Can you talk to us about how you guys started and how you use Salesforce to go faster or be even bigger than you were? Yeah.

So that's one of the really innovative things about Amazon is we light a lot of fires. Right? We create a lot of small businesses that grow up. And AWS was just an example of one of those small businesses. We released our first offering in 2006. It was a Internet base storage product. And you know, by 2000 and probably 2009, we had a couple of people. I think we started with three people our first year, three reps our first year. And that's when we started with Salesforce. We knew that what we really didn't want to be doing is spending a lot of time thinking about CRM. If we could rely on a partner to deliver that part of our business, then we could really focus on staying connected with our customers.

And I love in the video, you know, you guys talked about being customer obsessed, you know, wanting to be the most customer obsessed company on the planet. And that's often a phrase we use about ourselves as well. And you also ended by talking about becoming a trusted advisor. Can you talk about how you guys think about using CRM to get closer to your customers and to help become that trusted advisor? Yeah.

You know, one of the critical things we believe that we need to be able to do is, is not just be responsive to customers, but be predictive for customers. It's one thing to be able to go talk to a customer, find out something they need and then get back to them, but you can delight the customer if you can predict what they're going to need and bring it to them the first time. And that's really our, the challenge we put on our sales force is how do we shift into predictive mode? And if you can drive more to a predictive mode, what you end up doing is increasing the speed with which you can deliver real business value to your customers. And that's what we leverage Salesforce to do. It allows us to create a platform that enables us to instantiate that culture of customer obsession. The interesting thing is we index very high on culture, very high on culture, and we use Salesforce to create kind of an institutional mechanism to reinforce that culture. So the behaviors that you do in Salesforce, the IP that we've built for Salesforce, is all designed to be customer obsessed first. And then what does it mean to be customer obsessed? Yeah, you begin to unpack that. That means you're delighting customers with every interaction. That means you're bringing real meaty types of solutions to customers. I have more of my CIOs tell me that. You know what, you're the least selling Salesforce I've ever worked with. Because what we try to do is we try to use our culture to create a group of problem solvers. And Salesforce is a great platform that enables you to create IP that facilitates that problem solving.

Wow.

I love where you went with prediction. Most of us think about predictive for sales as a way to sell more stuff. We think of it as a way to be more effective at what we do, more efficient. And you talk about using prediction to provide a better customer experience during the sales process, to really understand the prospects. I think that's fantastic. Now, you guys have been just an amazing growth story and you have a lot of growth ahead of you. I'd love to learn and for you to share with us what's next? What are you hoping to do in the future and how can we work together to help us get there?

Well, one thing that's next is Mark announced just a few months ago, AWS and Salesforce has a really deep and strategic partnership. And so you'll be expanding your services on our AWS platform moving forward. And so as you move in to Canada and Australia and other regions around the world, your aws, the Salesforce platform will run on aws. So that's one thing we're doing together, is helping you be more agile yourself on behalf of your customers. The other thing, a couple other things that we're doing, one of the things we think about in terms of driving customer value is we think about what really is the outcome that we're trying to create for the customer. Right. And it comes back to, you know, I talked, we talked about it earlier. Jeff Bezos has always said, look, we're not in the business of selling people things. We're in the business of helping people buy things. And from that basic premise, we, you know, we roll out a number of programs that allow us to provide the information transparency and feed that information to a customer in the most automated way possible so that they can consume it the way they want it at their own pace and have the sales force enabled through the AWS platform to support that. Right. And so you're gonna see a lot more predictive behaviors coming out. We've got a lot of IP that we're building into Salesforce. There's. We recognize that the journey to the cloud is truly a journey, and there are various stages along the journey. And as a selling force, you have to be able to understand the customer's journey and change your selling motion based upon where they are in their journey. And without a great platform like salesforce.com, aWS wouldn't be able to have, you know, the thousands of people that we have pivoting for each of the stages of the journey with their individual customers, shifting that sales motion so that they can really interact with the customer. So if you're really interacting with a customer, you're being proactive with them, you begin to become their trusted advisor. And in the end, that's what we want to be, the trusted advisor that helps the customers make decisions.

Well, it's great. Well, you're a trusted advisor to a million customers today. We'd love to help you get to that next million customers. Thanks so much for sharing your story with us today, Mike.

I was delighted to share it. Thanks very much.

Appreciate it. Let's give another round of applause. Thank you so much. All right. Absolutely amazing story. I love the idea of reversing it and not saying, how can we sell more efficiently, but how can we help buyers buy? It's a great way to think about the business. Now we'd love to take a look at our technology and we're going to start again thinking about intelligence, thinking about Einstein. I'd love to invite up my colleague, the head of product marketing for Sales Cloud, Sarah Varney.

Thanks, Adam.

Take it away.

Thank you, Adam. And thank you, Mike, for sharing such an incredible story. Billions of dollars of growth for Amazon Web services in just 10 short years. It's incredible. And I get the great pleasure of talking to you about all of our new products, all of our new features that are going to fuel that next wave of growth stories just like aws. So let's jump right in. I know you guys want to see the new products. So at Dreamforce this year, it all is about Einstein. And, of course, hopefully, many of you got to see Mark's keynote yesterday or got to see it online. Intelligence is the future of Salesforce. It's the future of sales. And I want to tell you what that means exactly for you as a salesperson. How many people in this audience play golf or interested in golf? Okay, I see a lot of hands here. I figure it's a fairly safe question for a sales audience, but I like to think about Einstein as the world's best sales caddy or the world's best golf caddy. Think about it. A golf caddy is with their golfer all the time on the course, recommending which club to use for that exact shot, telling them exactly how far they are away from the hole, which way the wind's blowing. They know the course better than anyone. And most importantly, they know that golfer. They know you. And Einstein works the exact same way for each and every one of your sales reps. It helps discover new opportunities for them, tells them which way to go. It tells them how to predict what's going to happen in their business. It recommends best actions, and it helps automate all those manual processes. We know that sales reps do not like to focus on because it takes time from them actually selling. So a few of those features that are live today and are really making this reality are things like predictive lead scoring and opportunity insights. With predictive lead scoring, what we do is we empower end users. We empower that sales rep to prioritize how they're gonna focus on their business and which leads they're gonna pay attention to the most. I was talking to a customer just the other day. He manages an inside sales rep, inside sales team of about 150 sales reps. And he said to me, he said, sarah, look, I've got a huge sales force. They're people that are. Normally, it's their first job out of college, and I just need them to focus. I need them to prioritize these certain activities. With predictive lead scoring, they can do just that. They know exactly which leads have the highest propensity to move from one stage to the next. And this is all based on machine learning. So with every interaction, with every lead that's added to Salesforce, this just gets smarter and smarter and smarter. Now, of course, you don't just want information at the beginning of your cycle. You want intelligence throughout your entire sales cycle. And with opportunity Insights, we let you look at the deal level and you can see exactly where you should be focusing your attention and where you can pull back with opportunity. Insights. What we do is we allow you to see, all right, do I have the right C level executive engaged, or do we have a competitor involved in the deal? Should I be sending out a certain white paper, or should I be taking a different approach with this account? And it's super easy to see, right? When you log in in Salesforce, you can see what's trending up, what's trending down, and again, where you need to focus and prioritize. Now, with everything in Einstein, we also are offering a new feature which I think is super cool, and that's called Recommended Connections. So I can see you just saw Adam and Mike talking over here. Let's say I'm trying to break into Mike's account. I'm trying to make a connection with him, but for whatever reason, I'm not breaking through. His admin's got a stone wall around him. I can't get in. But now with Recommended Connections, I can see Adam's actually been emailing with Mike, and so now I can reach out to Adam, and Adam can make that warm introduction, and the chances of us winning that account and breaking into that relationship are much higher. Now, these are just a couple new features with Einstein that are live and ready for you to take advantage of to help your reps sell smarter. So you also, you might not just want that intelligence at the deal level or the lead level. You also want to look at your business in aggregate. And this is where the analytics cloud is incredibly powerful. And with the analytics cloud, what we've done, why I love it, why I think it's so empowering of reps, is that it takes that world away, where sales has to rely on sales ops to log a ticket, to wait for a report for a week, only to get it in their inbox. And it's out of date, right? It's already out of date with Sales Wave, we allow reps to get instant access to that data that's going to help influence their business. And it's available on any device. So they can see where the white space is in their territory. They can see how their pipeline's trending, and it's all right there available for them. And this year, we're also excited to announce wave for B2B marketers. I know, I'm super excited about this new reporting capability. I love having a high volume of pipeline, but even better than having a high Volume of pipeline is quite quality pipeline. And with Wave for B2B marketers, now I can get insight into how healthy my pipeline is. I can see exactly which campaigns are performing and I can see where I'm getting the highest roi. So I can double down on those activities. The final piece is all about Salesforce Inbox. So we know sales reps, they don't like to spend their Friday updating any sort of tool with what's happened over the course of the week. Their meetings, their calls, their activities. With Salesforce Inbox, we take all the power of your email and bring it right into your CRM. So now your email's as powerful as your CRM and vice versa. So now all of that email activity, all of your events logged right in Salesforce and you've got a rich profile of what's been happening in that account so you can prioritize what you do next. So this is just a small sliver of all the intelligence that we're bringing to the sales cloud, to the sales experience. And to show these features in action, I'd like to bring up our SVP of product management and that's Will Moxley.

Thank you. So for this first demo is all about Einstein. It's about how the sales cloud and Einstein help you sell smarter. So for this first demonstration, I'm going to play the role of a sales rep at Amazon Web Services. Now, this isn't exactly how Amazon's using the sales cloud, but we wanted to show you vision of how they could leverage Einstein to truly sell smarter. The first place you see Einstein is right on the homepage. Over on the right there you see this component, it says Einstein Insights and it's giving me specific recommendations. Things like prospect is unresponsive or the competitor was mentioned. You might be asking yourself, where's all this stuff coming from? Like, where is it from? Is it black magic? Is there a magician somewhere coming up with this stuff? Of course not. What we're doing is we're taking different data signals. We're taking your CRM data, we're using your email and your calendar, social data and the web. And we're using all that to learn and to apply data science to so that we can come up with specific recommendations about your business and the way you run things and what you should be doing to move your pipeline forward. But the one I want to focus on right now is the one at the very top. It says Riley Schultz predictive lead score 92. That is a predictive lead score, not a rules based lead Score where you use your gut and intuition to come up with that score that is based on your data. Let's take a quick look at that lead. Now, when we drill into this lead, what you're seeing is the brand new sales console. This is a user interface in the Lightning experience, completely optimized for the needs of an inside sales rep. It's got all kinds of productivity tools like keyboard shortcuts and macros and, and everything I need is presented on one screen so I don't have to be fumbling around switching from screen to screen. On the left we've got all the key lead details like the company, Presidio Tech and Riley Schultz. In the center, I can see complete interaction history of every email, phone call, everything I've done with this lead. But what I really want to focus on is the lead score up on the right. So lead score 92, that's a great lead. But when you're doing predictions like this, it's super important to explain to the rep what it is that's going on there. It can't be a black box. You have to let them understand why is it a 92. So in this case a valid phone number. The title's director and we've also incorporated marketing engagement information from Pardot that says that the white paper was downloaded. We've also used third party data like purchase intent that we've purchased and used that and brought that all into the algorithm to come up with that score of 92. So I see that information, I trust it and I know it's a great lead, so I really ought to call them right away. And to do that we're going to use Lightning voice. I click on the phone number right there and up pops Lightning voice. I get on the phone with Riley, we have a great conversation and he really wants to move forward. Lightning voice logs that interaction for me and I can go ahead and convert that lead so I can pass it on to an AE to follow up on it later. So couple weeks goes by and a sales reps now working this lead, this opportunity, and they're working it really hard. And you'll notice that on the opportunity screen you also have Einstein. And Einstein's given us some insights on this specific opportunity and there's three here. Unlikely to close on time, competitor mentioned and prospect unresponsive. And like with lead scoring, it's super important to explain to the user why you're making these recommendations. So if we click on unlikely to close on time, we get specific feedback about why we make that Recommendation. In this case, the opportunity does not have a C level engaged and a legal issue is raised. And what we're doing is we're looking at past opportunities that were successful and comparing the titles of people, the interaction patterns, and then telling you when we see something that's out of line with what typically happens with this kind of deal. So it's true. I haven't got to see level engaged. I've been sending her emails, I've been inviting her to meetings. She doesn't respond to anything, doesn't show up. So I need to do something. So what I'm going to do is, is leverage another capability, something Sarah was just mentioning, recommended connections. With all that email and calendar data, we're able to build a relationship graph that shows me who at my company knows this person who knows the cio. Lauren. And I can see that Susan has a relationship with her, has either met with her, emailed her back and forth. And I can use that as someone that can help me with that introduction, get a warm introduction, maybe actually get Lauren to talk to me. So what I'm gonna do is send her a quick email and say, hey, Susan, I need to talk to Seattle. Can you get me an introduction? I'm just gonna go ahead and send that off. Off goes the email. Now, normally I'd have to go into Outlook and start checking my email and seeing if anybody responded. But another aspect of Einstein is the ability to automatically capture all your email and all your calendar with your customers. So I don't ever have to leave Salesforce to see what happens. I just check right here on this lead and the emails come right in. I can see that my colleague did an introduction and that the CIO actually wrote back and said, I'd be happy to meet. So I finally have gotten that CIO involved. So you're probably wondering, Will, does Einstein process all these changes? Is it doing something different now that I've gotten the CIO involved? Well, of course, instead of the deal now being unlikely to close, it's now trending up, which means the likelihood of it closing has just gone up. And that's really what it's all about. That's game changing for sales. Right? I saw a recommendation, I saw the reason why, took an action, and got the deal back on a positive trajectory. Right. That's what this is all about. So that's a short example of how Einstein can help Amazon truly sell smarter.

Thank you.

Now back to you, Sarah.

Great.

Thanks, Will. Pretty cool stuff right now. We've just seen how we're helping reps sell smarter. Let's talk about how we're selling, helping reps sell faster. So over here we've got our demo treehouse. And for the sales line of products, it's a family affair. These aren't actors, these aren't people in sales. These are real product managers. And this is like their annual science fair. They are so excited to show you all their new products and features and they can't wait to see what your reaction is. Robin over there is one of. Robin, can you give a wave? Thanks, Robin. Robin sits right next to me at Salesforce. And every day at around 4 o', clock, we look at each other and say, hey, probably time we actually start doing our real jobs because we're doing email, we're doing meetings all day long. And we're not the only group. We're in product management, but we're not the only group that suffers from this. In fact, sales often suffers from this the most. We know your reps, they're spending time logging emails, logging calls, dealing with contracts, dealing with operations on the back end and not spending enough time selling. In fact, two thirds of sales rep time is spent not selling. And as a product line, as an organization focused on salespeople and how we can empower salespeople, we want to put more time back in the clock. We want to change this balance. So let's talk about all the features that are making this happen. First off, it starts with Lightning. Lightning is our brand new reimagined sales experience. We launched this last year. We're getting incredible feedback from all of you and continuing to iterate on the product. Our winter release is massive. If you haven't had a chance to check it out, I highly recommend that you go to the third floor of Moscone west and get an assessment. We're seeing a massive migration from our customer base over to this new experience. Some of the features I'm most excited about are things like Kanban. So this is a feature that we launched last year, called for opportunities where you can easily visually visualize how your opportunities look across stages and drag and drop them from one stage to the next. But now, because this is built on the platform, we're applying this to other objects. Things like leads, things like contracts, and ultimately any custom object on the platform. You're going to be able to use this Kanban view all in Lightning. The second feature I'm really excited about is Lightning Voice. We launched this earlier this year. This takes all of that manual data entry off the table for your reps they don't have to spend their Friday logging all those calls anymore. Now they can use click to call to automatically connect with the customer right from that sales cloud experience and they can log that call. They're gonna get all the context, they're not gonna forget what happened in that conversation and they're also just not gonna forget to log the call in the first place. It'll all be there ready for them. And because it's on the platform, you can report on all that data. The final piece I'm excited about is a feature that we actually got feedback on from our idea Exchange. You know our product managers here, the product managers here in our demo treehouse are constantly looking at the idea exchange to hear from salespeople, to hear from VPs of sales, to hear from Salesforce admins about the features that they want the most. And you wanted a better calendar experience where you could get all of your calendar information in one central view. So now you can see your GCAL information, you can see your outlook calendar information and all of your data in Salesforce in one central view. So now I can see meetings that I've scheduled. I can see when marketing's running certain campaigns, I can see when an opportunity is set to close all on one easy view. Next way that we're helping reps sell faster is all about connecting marketing and sales. We know this age old tension. Marketing gets frustrated when sales doesn't follow up on their leads. Sales says that the leads aren't worth following up on in the first place. Well, with Salesforce Engage, we change all that. This is the all branch between marketing and sales. We empower sales reps to send out their own marketing approved campaigns. I get a little bit nervous about fully giving away the keys of the car to sales, but. But these are fully marketing approved. They can send them out at their own discretion to their patch as they need it. And then they can see exactly when a sales rep or when a customer is engaging with that content and they know exactly when to call that customer to ensure a higher win rate. Finally, everything we do with sales and for the sales cloud, we have a mobile mentality. We want to make sure that all of that great data you're putting into Salesforce, all that time you're investing in Salesforce, you're able to take that information wherever you you go. We know your sales reps, they're not sitting at their desk all day. Your best sales reps, they're out in front of their customers all day long. And with SalesforceOne, they've got that all at their fingertips on any device. And salesforce One is now one of the most popular mobile CRM applications with over a million monthly active users. But it's not just about SalesforceOne. We have a full mobile portfolio of applications for all types of use cases for all types of users across your organization. And with the Salesforce platform, you can build any mobile application to really mirror the way that your particular sales team sells. And they can sell exactly the way they want. So with that, I thought, what better person to show all these productivity features in action than a former sales rep herself? And that's our VP of product marketing for the sales cloud, Lynn Zaladonis.

Thank you, Sarah. Thanks, Sarah. I did spend about a decade in our sales organization, so I really know the B2B sales world and I know your challenges trying to get a deal across the line. So many moving parts and players and last minute documents. But that can be so much easier with these sales productivity tools that Sarah just talked about. So I'm going to show you how you can use them to get your deals done faster and to give reps more time to do what they do best. And that's sell. Let's do that through the eyes of Clara. She's a sales rep at aws. Let's imagine how a company like AWS could use lightning. Clara's manager starts her day by checking her pipeline report. It's a wave dashboard. And she sees that Clara is in danger of missing her number due to a big deal. So she immediately shoots off a note to Clara to offer some assistance. First thing Clara does is try and set up a meeting with her prospect, see if they can't coordinate things to get the deal in this month. Now, this isn't any old inbox that Clara is using. This is actually Salesforce inbox. It's a rep productivity application. And it has tools to sell faster, like email templates. It also embeds her CRM into her email, so everything she does is in context. Now, when I was a rep, if I wanted to schedule a meeting, I would shoot off an email to the prospect and we'd go back and forth and back and forth until we found a meeting time. But in this new world, Clara's able to actually go into her calendar, pick her available times, and just put it right into the email to the prospect. And you're gonna love this part. If her calendar changes, which we all know it always does, it's dynamically reflected back in that prospect's email. And when she accepts her Email.

Excuse me.

When she accepts the meeting, it automatically goes into Clara's inbox so she doesn't miss a beat. If you talk to any rep who uses this application, they will tell you they cannot live without it. Well, when Clara gets into the office, she opens up Lightning Desktop. It looks like she's got a new meeting on her calendar. The prospect accepted the meeting for today, which is great for getting this deal in. This month in calendar all, Clara not only sees all her meeting invitations, but she can actually layer in key dates and see it all in one view. I can't imagine how awesome that would have been as a rep if I could put in things like my marketing events when my opportunities were closing, put that in with my calendar entry so I could make a timeline to get this deal across the line. Well, in the opportunity, I can see my next steps, and I have two crucial parts left, and that is I need to finalize the quote and the statement of work. My prospect's been pretty clear about their budget, and Clara's a savvy rep, so she knows, you know, if she can get it in for about 500,000, she's got a deal. Now, I used to keep about three to four spreadsheets per deal because I would open them up and put all these line items in and start to play with formulas and discounts to try and hit that magic number that you knew was going to get this deal across the line. But it's so much easier. Salesforce CPQ makes lightning quotes just an absolute breeze. All I have to do is put in that targeted amount, that magic number there, and all the line items update. And, and the best part about that is, from a company perspective, it's respecting any pricing or product rules that you have. So no more Excel spreadsheets and a little bit more time back to how I can actually sell. Clara's working with a partner, a service partner, to get the statement of work done. And she uses Chatter. She uses Chatter to communicate and collaborate with the partner and with her entire team. I used to tear my hair out trying to get these final pieces done at the end of the month, but now with Chatter, she can post, ask about the statement of work, and watch this. It's a live feed, just like you have in Facebook. So the partner's comments, the manager's comments, everything's coming in instantaneously. So I get real time feedback on how we're going to move this deal forward. Well, let's take a look at this from the partner's point of view then this is AWS's lightning community. This is where they go to do all their business with aws. They manage the business relationship here. And it's awesome. Cause they also have pipeline dashboard reports in wave. They can see what their opportunities are for growth. You can see deal information. You can see their partnership relationship and how easy that is to get access. And when you look at the deal itself, it's the same information that Clara sees so that they're totally in sync. I see the account, the amount and the close date. There's that quote that Clara created. Any activities that have transpired. And of course, the same chatter feed. So easy for partners to do business with AWS this way. So thanks to these sales productivity tools, we now have the quote and we've got the statement of work. And being prepared has paid off for Clara. When she comes out of that meeting with her prospect, they've closed the deal. Now, every one of you has a phone, so I'm not even going to make you raise your hands. And I bet some of you actually have two phones because we live on our phones personally and professionally. And that's why it's so important for your reps to be able to access their opportunities from their phone. Open up the opportunity. And I see the sales path that Clara has been using to be able to move this deal. It's got tips and tricks on every stage to move it forward. And I use this sales path to mark my opportunity as close one. It's completely custom to the way I do my business. Now the partner's notified and the manager, everybody knows the deal's won and they can go out and celebrate. And because this is all real time, if Clara opens up her forecast, it already reflects her deal. All the numbers are adjusted and updated. It looks like she's actually exceeded her quota, which is going to make her manager so happy. And that's how with lightning, reps can sell faster on the customer success platform. Adam, back to you.

All right, Thanks so much, Lynn. Did anyone catch when Lynn said, before I had all these productivity tools, I used to tear my hair out to get work done? Obviously I need more productivity tools in my life. Right now you're thinking, did he just go back to that well? I went back, and that well is deep. All right. The third chapter is all about the platform, and it's all about selling the way you want with the Salesforce platform. And to illustrate this chapter, we have an amazing nonprofit called Musicians on Call. Musicians on Call has an amazing mission. They're all about the healing Power of music. They bring private music performances and concerts. Concerts to patients who are in need, who are undergoing treatment, who can't get out of bed. They use Salesforce to run their business. And it's an absolutely touching story. And to tell us more about that story, I'd like to invite up the president of Musicians on Call, Pete Griffin. Pete, welcome to Dreamforce. Thank you. Pete, it's great to have you with us. And I would love if you could just, you know, I've learned so much about you guys, but if you could share your mission with the audience and also, you know, your journey to musicians and on call.

Sure. So let me see, by a show of hands, how many of you have had the experience of either being in the hospital or having a loved one that's been in the hospital. Let's take a look around the room. There's not many people that don't have their hand up. And that's something that unites all of us. And to tell you what we do, I'll just share a story about what I was doing. Just a week ago. I was in a children's hospital with one of our musicians, and we walked up to the doorway of the room and we knocked on the door. We looked into the room, and there was a young girl in there, did not have a smile on her face, surrounded by her family and her parents, and you could tell they were going through a pretty tough time. We walked into that room and said, would you like to hear some music today? And the family said, sure, Come on in. Let's hear some music. So the musician went in there and said, well, what would you like to hear? And of course, the little girl said, well, do you know the song Let It Go? And if anyone has a little kid, that song is beaten into your head from the movie Frozen. And the musician played the song Let It Go from the movie Frozen. And next thing you know, this girl sits up in her bed and she starts singing and she starts laughing and smiling. And next thing you know, she's wailing the words to Let It Go. And her family is sitting there with their iPhone out videotaping it, and they're crying. And next thing you know, the nurses come in and they're in the doorway and they're dancing along with them. And it's an unbelievable moment. The room just completely got transformed. And as we left the room and were walking down the hallway to the next room, the mother came out of the room. She taps me on the shoulder, and she said, you know, I want to let you know, we've been here for a couple months as my daughter is undergoing treatment for cancer. It's the first time we've seen her smile in two months. And that's what musicians on call does. We bring the healing power of music to patients. And the beautiful thing about this is when we started 17 years ago, it was just to bring those happy moments to hospitals. What's happened in that time is that countless research studies have been done and have shown that music actually has healing benefits. It reduces stress levels, it reduces blood pressure, it helps with pain management, and helps improve patient outlook towards recovery. And so now hospitals are looking towards us, saying, we really want you to be here. And it came to the point where we had to say, well, how do we start to scale to be in more places? We knew that Salesforce was gonna help us get there.

It's an amazing story, and you heard the reaction. Obviously, your mission is beautiful. Could you talk to us about how you're resourced, how you run what has become a pretty profound organization in terms of your reach?

Sure. So when we. To put this in the context of sales, which is why we're here, you know, our mission is our product. So we bring the healing power of music to patients. And our volunteer musicians that do that are essentially our customers. So we want these customers, our volunteers, to have a great experience with us. Before we started using Salesforce, that experience was pretty slow and clunky. People were reaching out to us, saying they want to get involved. There was a lot of manual work going on, paperwork. It was taking up a lot of staff time was becoming very expensive, and the customer experience was not a good one. What we decided to do about two years ago was use Salesforce to really start to power this experience and streamline what we do. And in doing that, we've been able to speed up a lot of processes and save money and raise a lot more money, which, as a salesperson, is exactly what you want to be doing. And I can proudly share with you that since we've been using Salesforce in the last two years, we've grown from being in six cities to now 21 cities. We've changed our onboarding process time from about six weeks to a couple days. And I'm extremely proud to share that this year, we crossed the threshold of having played for half a million people in hospitals around the country.

Wow. That.

That is an incredible reach. And I know you have big plans. Could you just briefly share, you know, where you're headed? Sure.

So in order to get our program in as many places as we can to serve as many patients as we can. We know that we have to start to automate even more. We also know that Salesforce is going to continue to help us do this. So what we're working on now is what we're calling the uberization of musicians on call. And hopefully that helps you understand what we're trying to get at, which is we're going to try to get hospitals to use the Salesforce platform to get approved as an official musicians on call. Hospital.

Hospital.

We'll then do the same with musicians all around the world where they can use this process to become an official musician and then start using the technology and the platform to link them up so that musicians can truly be on call for patients, no matter where they are around the world. We can get out of the way and start using Salesforce and technology to create more of those moments with the patient I shared earlier in this conversation.

Well, it's an amazing mission. We're behind you. If people in the audience want to donate, want to support you, how can they do that?

Sure, they can go to musiciansoncall.org and I'll even go a step further as we're going to this uberization of musicians on call, we need your help. We're great people who care a lot about our program and know how to do it well. We don't have the expertise that this audience has, and so if you want to help us, you can email me directly@presidentusiciansoncall.org we will gladly accept your help, and you can be part of this revolution of really bringing the healing power of music to millions of people around the world.

Great. Well, you guys in the audience, you can also text to donate. We have it on the screen. And we'd also love to get you started with our own donation from the Salesforce team. So we have what looks like a very, very, very large check making its way to the audience, But I have a $15,000 check on behalf of Salesforce. All right, thank you so much, Deep. Thanks so much for being with us today. That's going to be tough to shake.

I'll call Happy Gilmore to have him help me get this home. Thanks.

That's right.

So that was a wonderful story, and I love that we've looked at two very different customers of ours, AWS and musicians on Call. And the great thing is they're using the same product, they're using the same platform, and they're configuring it to use it exactly the way they want. And they're doing this because of Lightning and Lightning's app builder that lets them drag and drop different components either from us or from third parties, to completely redesign their experience and streamline their flow. It's an absolutely amazing democratization of software that everyone can use the same piece of software differently. And that platform has also allowed us to acquire some amazing companies and integrate them incredibly quickly. We acquired a CPQ company called steelbrick at the beginning of the year and they were our fastest integration of an acquired company to date because they built their business on the Lightning platform. We've rebranded them as Salesforce CPQ and they're a key component in that lead to Cash Arc that you saw earlier. Reps who use it can get out quotes and orders faster than ever. They don't have to chase down approvals, look at discount matrixes. It's a great gain in productivity. But not every sales team sells directly. Many sales teams sell through channels or exclusively through channels. If you think about manufacturing financial services, this is especially common. We have the world's leading platform and leading service for partner relationship management in our community cloud. And that community cloud just got better with Lightning Bolt. Lightning Bolt is a new extension of our platform that gives customers blueprints and templates that come complete not just with UI, but also with workflows and best practices embedded in them. And these blueprints were built by some of our best partners. They're industry focused and you can now get up and running on a brand new partner community in no time. And the secret sauce of our platform is that we don't just use it for ourselves, we don't just allow you use it to build your apps. We also make it available to third party independent software vendors to build this amazing app ecosystem. We have over 3,000 apps on the App Exchange and we just recently had our 4 millionth install. So we have over 150,000 customers. But over 4 million app installs. Customers get an incredible amount of value from this App Exchange. So now for our final demo, I'm going to hand it back to Will Moxley to take you through the platform.

Thank you, Adam. So one of the things people love about Salesforce is how easy it is to customize. So in this last demonstration, I'm going to show you some new and exciting ways that you can customize the platform to work the way you want. I'm going to do this from the perspective of a coordinator, musicians on call, and it's my role to onboard musicians and hospitals in the application. So one of the things that I'm most excited about in the latest release that just comes out this month is this new thing called the app launcher. When I click on the app launcher, I now have access to all the applications that I have on the platform, all my applications here on Lightning. And I can see we've gone all in. We've got an onboarding app. Travel and expense, people management, fundraising, it's all there. But the app I want to focus on right now is the onboarding app. Another new thing about defining apps with Lightning now is that you can brand them. You can put your own logo, your own color, so you can personalize it to the way your company wants to see it. Right. That is fantastic. I'm super excited about that. Now, last Dreamforce, I saw this demo of the opportunity Kanban page where you could take your deals and you could organize them by sales stage and drag and drop them. And I said to myself, I love that interface. I wish I could have that to manage the onboarding musicians. I wish I could see all my musicians organized that exact same way. I wish it was just in the platform. Well, we're going to be doing that. We're going to make it available so that you can take any list and any object and just put it on a Kanban view where you can see all your different components organized by the different stages of the process. So now I can see all the different people, all the musicians I'm onboarding organized by the stage they're in, all the new contact, etc. And I can take someone from new and just drag them over. It updates the status. It's that easy. This is now available throughout the entire application and I'm so excited about it because it makes the process just so much more visual and easy to use. Now, one of the musicians I want to focus on is Blake Shelton. Blake Shelton does performances for musicians on call. This is his musician record. He's already been onboarded, he's already got stuff going, shows all the key details about Blake, the interactions we've had with Blake, information about Blake, news and so on. It's all there. But I want to make this page even better. I want to take it to the next level. So what I want to do is I want to start tracking all the key metrics we measure our success on. And those are moments and doses of joy. And you're probably wondering, well, what's a moment? What's a dose of joy? A moment is a performance at a hospital and a dose of joy. The patients lives that you touch with those performances. You just heard about that earlier, so I could go build something myself. But Salesforce has this amazing ecosystem. So what I'm going to do is I'm going to use the AppExchange. I'm going to use AppExchange and App Builder to add this component. We go into App Builder, and I'm going to take a component from one of our appeach partners, Level 11. Now, Level 11 helps you gamify your CRM. It gives you all kinds of tools to measure all the key metrics in your application of how you measure success. So I just drag that component right onto the page. And now when I go back, I can see that level 11 component that's showing me that Blake's already had four musician moments. He's had 20 doses of joys he's delivered, and that as a company, we're just short of half a million moments. So now I want to actually take a look at what we've just been saying with Blake. And I can see that in the last couple emails we had with Blake. He's just committed to doing a performance this Friday at ucsf. So I want to capture that inside of Salesforce. Now, I could go type this in manually, but typing things in manually is just so last year. I don't type things anymore. I don't know about you guys. The only person I know that still types things is my grandmother. But we're gonna have someone help us out here. What I'm gonna do is I'm gonna leverage some technology from Amazon, the Amazon Echo. I own several of them. I'm a huge fan, and I'm gonna leverage the Amazon Echo to do some voice recognition and actually use the. Then use the Salesforce APIs to log this moment for me. So assist me in that. I'm gonna have a colleague from the demo team, Robin, help me out and ask the Amazon Echo to log that moment.

Alexa, tell Salesforce to book a moment.

For Blake Shelton at UCSF on Friday. Thank you.

I have scheduled a moment for Blake.

And it's that easy to log that moment. And you'll notice then what level 11 is telling you is that we just hit that milestone. They were just talking about half a million moments for musicians on call, and that is fantastic. So that's a really quick demonstration of some of the powerful platform capabilities inside of Salesforce Lightning that allow you to work the way you want. Thank you. Now back to you, Adam.

All right, great. All right. That was a great demo, and I love that Will uses Alexa to update his records in Salesforce. And I love that his grandmother at least still updates her records and in Salesforce. So today we've talked about selling smarter, selling faster, selling the way. You want to learn more about Lightning, come visit us in the Lightning Lookout on the third floor of Moscone west and in the Sales Lodge, the Marriott Marquis, and the Golden Gate Ballroom. But before you leave, please check under your seats, because five of you have just won a thousand dollar Amazon gift card. Do we have any winners? Anyone? Seriously?

No one?

Maybe. Whoo. All right, drinks are on you. Thank you, everybody. You've been a great audience.