Salesforce.com VP Peter Coffee: Your Customers Crave Social Tools
Social media is a model and not an application. That’s the message from Salesforce.com VP Peter Coffee, who is keynoting the Ingram Micro Cloud Summit right now. On stage, Coffee is building his case for business-oriented social media. He hasn’t mentioned Salesforce.com’s Chatter tool by name… at least not yet. Instead, he’s describing how organizations are embracing social media and cloud computing to better address customer needs.
Among the key points…
1. Email communications are old news. “Anyone under 25 looks at email the way we look at postcards,” asserted Coffee.
2. Social Media Means Business. “Dell communicates in 22,000 social media conversations daily,” noted Coffee.
3. Don’t Rip and Replace: If customers are happy with Amazon, Facebook, Google, Force.com and other SaaS and social media tools, avoid the temptation to rip-and-replace those services.
4. Emerging Markets: If you don’t have an India and China strategy you have a going out of business strategy.
5. Intelligent Books: What if digital books could tell you which pages people spend the most time reading — identifying the most intriguing content or the most confusing content? Social networks and cloud applications tied to digital content may unlock that capability, Coffee said.
6. Moving Toward Zero, One and Infinity: Coffee said customers are marching toward…
- Zero on-premise infrastructure with zero acquisition cost, zero adoption cost and zero support cost.
- One coherent environment rather than software stack
- Infinite scalability
7. Salesforce.com’s Mission: The bomb doesn’t un-explode and the pendulum doesn’t swing away from cloud computing. Salesforce.com’s largest deployment involves more than 100,000 notes in Japan. And soon it will be in Toyota’s, according to Coffee.
8. Partners Welcome: Coffee reiterated Salesforce.com’s partners — particularly partners that plug into the Force.com marketplace.
Did Coffee share big surprises? Nope. Did he deliver concise information that helped keep the cloud and social media in proper context. Yup. But of course I’m biased. I got to know Peter a bit while we worked together at Ziff Davis roughly a decade ago. Smart guy.