The Technology Behind the Social Enterprise Steven Tamm

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 Employee Social Networks Social Customer Profile Collaborate Customer & Product Social Networks Product & Partners Listen & Analyze Connect & Sell Social Enterprise Service & Engage Social Marketing Automate & Extend

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

Salesforce Architecture sites portals communities native HTML 5 sales cloud service cloud social customer profile custom apps appexchange data. com force. com site. com heroku database. com Trusted, Multi-tenant Infrastructure radian 6 APIs / Integration chatter

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

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 Security Authentication Storage Sharing Availability Customize your CRM Operating System Integration Monitoring Database Customization Patch Mgmt Build your business logic App Server Web Services Upgrades Build your user interface Web Server API Backup Data Center Multi-Language NOC Build your data model Force. com allowed us to create and deliver a total of 14 “ applications – all without the expense and hassles of traditional application development. ”

Multitenancy

One Cloud with Many Customers Shared Elastic Services One Data Store per Pod 10 K+ 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

What Multitenancy means for Salesforce R&D One Version No Legacy Teams Bugs fixed for everyone Automation 200 K+ of our Tests Run your tests as well

What Multitenancy means for Salesforce R&D One Version No Legacy Teams Bugs fixed for everyone Pod Architecture Staggered Releases Scalability across all sizes Automation 200 K+ of our Tests Run your tests as well

What Multitenancy means for Salesforce R&D One Version Automation No Legacy Teams Bugs fixed for everyone 200 K+ 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

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

“Skate where the puck’s going” § Sales and Service are different from 5 years ago § Ubiquity of Mobile Connected Devices § Social replacing Email

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 § Idea. Exchange § Customer Surveys § Twitter and Blogs (Radian 6) § 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 Prioritize Based On: § User Adoption § Customer Surveys § Idea. Exchange Demand ts c a t n o C Tasks S ms a e T ales § Strategic Importance

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

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

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)?

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 – 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