Salesforce in Manufacturing

Image available here: https://www.istockphoto.com/photo/working-with-tablet-in-futuristic-factory-gm525478058-92418221 Salesforce: The DIgital Transformation Platform Salesforce Industries: Manufacturing, Automotive and Energy Achyut Jajoo, Vice President and Chief Solutions Officer

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Abstract Here from Achyut Jajoo, VP and Chief Solutions Officer, Manufacturing Industries, on the industry trends that are shaping Manufacturing Industry Digital Customer Transformation. He will also share what are we hearing from our customers and how Salesforce is deepening it’s vertical capabilities to capture this unique transformational opportunity. He will discuss in depth the solutions, sales plays, NEW product launch, and customer engagement model that will shape our GTM for the manufacturing vertical.

Today’s Session: Three Key Takeaways CUSTOMER STORIES TOP TRENDS and ACV POTENTIAL and RESOURCES SOLUTIONS

Manufacturing Automotive and Energy State of the Union

Manufacturing, Automotive & Energy $5B by 2024 New Cloud Launch Driving for Growth Contribution Exponential to Chapter 3 Revenue FY20 and Beyond Cross-Industries Impact Sales Alignment CBU Trend Setter Mini-verticals Started New Logo Growth Globally recognized Industry Leaders Executive Leadership Advisory Board Women in Manufacturing National Association of 5 Years of GTM Thought Manufacturing Leadership Global Expansion Partner Engagement

Global FY20 Manufacturing Market Opportunity Global TAM Clouds Regions Quip $0.7B LACA $0.6M JAPAN $0.8M Community $0.4B Sales $2.4B Analytics $2.0B $16.8B EMEA $4.2B MuleSoft $1.3B TAM Service $3.4B AMER $9.5B #2 Industry Platform $3.3B BY FY20 TAM APAC $1.7B Marketing $2.0B Commerce $1.3B Sub Vertical Energy Automotive Discrete Process O&G Utilities $5.4B $3.8B $3.7B $2.1B $1.8B TAM TAM TAM TAM TAM 9% CAGR 9% CAGR 9% CAGR 10% CAGR 10% CAGR Salesforce Confidential Materials provided as a Program Benefit as that term is defined in the Salesforce Partner Program Agreement ℗Copyright 2019 Salesforce.com, inc. All rights reserved.

Top of Mind Trends

The Need for Manufacturing Innovation and Flexibility has Never Been Higher… Industry Geopolitical Disruptive Rising Challenges Uncertainties Technologies Expectations

Digital Transformation Trends Across Manufacturing, Automotive, & Energy 1. Adopting Digital 1. Building Trust with Business Strategies Employees & Partners Manufacturing Energy 2. Deploying New Business 2. Deploying New Business Models Models 3. Empowering the 3. Empowering the Changing Workforce Changing Workforce 4. Leveraging New 4. AI and Connectivity Agile IT Platforms Customer Success 1. Digital Customer 4. Leveraging New Experience Agile IT Platforms Automotive 2. Digital Dealer 3. Empowering the Digital Engagement Employee

Digital Transformation Delivers Value for Your Business Enabling you to create a seamless, connected experience for your customers Acquire Sell +6% +9% Personalized Customer Journeys Sales and Quoting Management products revenue margin expansion B2B Marketing Engagement Expanded Digital Commerce -15% -15% marketing costs R&D costs Digital Marketing at Scale Dealer & Distributor Management Deepen Service +3% +4% experiences revenue parts revenue Deploy Data-Driven Services Contact Center Management YYour Customerour Customer -8% -30% Optimize the Customer Experience Grow Aftermarket Parts SG&A costs field force cost Revenue Tailor Products and Services Deliver Intelligent Field Service Portfolio Source: “The Trillion Dollar Opportunity for the Industrial Sector”, McKinsey & Co., 2018

But we know it’s not just your customer - it’s all the different players in your ecosystem Suppliers Product Distributor Contractor Manufacturer Reseller Service Dealer Technician

…. but Siloed Manufacturing Environment Prevent a Unified Customer / Stakeholder Experience Manufacturing Operational Complex Line of Disconnected and Product Systems Integrations Business Silos Customer Functions Catalog Account Engineering Financial Engineering Drawings Application Logistic ERP Submittals Engineering s Pricing Application Product Manufacturing Cost Estimates Engineering Product/ Inventory Corrective Execution Supply Design Action Purchasing/Supply Chain Chain Sales & Quotes Forecast Mgmt. Marketing Contracts Product Ship Status Account History Margin Quality IoT HR Financial History Ops. Performance Systems ATP Manufacturing Manufacturing Install Base Finance Payables Receivables Execution ERP Warranty Account History Forecast Financial History Margin Entitlements Account Status Capital Financial Logistic ERP Product/ Operations s Operations Design Forecast Planning Manufacturing Warehousing Manufacturing Forecast Orders Engineering ERP Cost Quality HR Quality Shipping Technician Services IoT Supply Chain Non-conformance Knowledge Systems Mgmt. Warranty Product Application Shop Floor Support Field Service Status Status Product Support Install

Customer Success Connected Sales & Distribution Real-Time Intelligent Service & Platform Collaboration Field Service for Slide in Manufacturing, MFG Employee & Partner Personalized B2B & Enablement B2C Marketing first call Automotive, and deck Energy Channel Partner B2B & B2C Customer 360 Management Commerce Industry Products & Digital Operational Solutions Engagement Realtime Business Connected Products & Insights Data-Driven Services Integration Across ERP, PLM, & More

Speaking the Language of the Customer

The Salesforce Manufacturing Industry Team Process Ensuring we continue to add value to our manufacturing customers Partner Solution Capabilities Patterns Prioritize and Develop Define Manufacturing Partner Capabilities Solutions Product Enablement Roadmap Prioritize and Develop Scalable Enablement Industry Functionality Journeys across Salesforce Customer Engagement & Advisory Boards Blueprints Events Regional Manufacturing Process Dreamforce, World Tours, Operations & Product Taxonomy & Capabilities Third-Party Events, and More Customer Teams Support

FY20 Areas of Focus Vertical Subvertical Manufacturing Customer Partner Alignment Coverage Solutions Product Engagements

Vertical Coverage Subvertical Solutions Manufacturing Product Customer Engagements Vertical Coverage Across Manufacturing Segments Discrete Process Automotive Oil & Gas Utilities Industry Verticals Super Majors Sub Chemicals OEM OEM’s Utilities (Integrated Energy (Integrated) (Heavy Equip / Assets) (Vehicle Manufacturers) Companies) Verticals Dealers Distribution Agricultural Up-Mid (Dealers, Dealer Groups, (Spec Parts) (feeds, herbicides, etc.) (Upstream and Midstream) NSC’s) Automotive and Other Process Mfg Services Production Parts (Raw Materials / Smelting, etc.) (Oilfield Services and OEMs) (Engineered Parts) DED (Distribution, EPCI, Downstream)

Vertical Coverage Subvertical Solutions Manufacturing Product Customer Engagements Vertical Coverage Across Manufacturing Segments Discrete Process Automotive Oil & Gas Utilities Industry Verticals Super Majors Sub Chemicals OEM OEM’s Utilities (Integrated Energy (Integrated) (Heavy Equip / Assets) (Vehicle Manufacturers) Companies) Verticals Dealers Distribution Agricultural Up-Mid (Dealers, Dealer Groups, (Spec Parts) (feeds, herbicides, etc.) (Upstream and Midstream) NSC’s) Automotive and Other Process Mfg Services Production Parts (Raw Materials / Smelting, etc.) (Oilfield Services and OEMs) (Engineered Parts) DED (Distribution, EPCI, Downstream) Salesforce Confidential Materials provided as a Program Benefit as that term is defined in the Salesforce Partner Program Agreement ℗Copyright 2019 Salesforce.com, inc. All rights reserved.

Vertical Coverage Across Manufacturing Segments Discrete Process Automotive Oil & Gas Utilities Industry Verticals Salesforce for Accelerate Channel Dealer Customer Process Digital Field Worker Experience Platform Sales Engagement Management Manufacturers Plays Mobility Services Streamline Parts Salesforce for Employee Customer Engagement Distribution Agriculture Activation MaaS Salesforce for Captive Finance Production B2B Commerce Solutions Manufacturers Integrated* Deliver Intelligent Connected Supplier Marketing, Sales Ecosystem Field Service and Service MFG Cloud MFG Complete CRM Digitize Lifecycle Marketing

NEW Product

In Manufacturing, Predictability Is Critical To Success Every relationship begins with predictable expectations and outcomes Accurate Forecasts Predictable Results for & Planning Customers & the Business Current Investments Based on Future Needs

Unpredictability Stems From Disconnected Relationships Between departments, operations, and IT systems all touching the same customers Channel sales closed Long-term volume by dealer network agreement reorders New business won by sales Total revenue across channels

Executives Need Unified Customer Insights Across The Business But gaining a full picture of the business for informed decision-making is a challenge

Unifying Relationships And Insights Means Better Results Enabling more personalized customer engagement and a better experience for all Track and Manage Large Forecast Sales Accurately Volumes of Sales Agreements Provide Executives Analyze Customer & with Insights from Product Profitability Across the Business Unify Customer Data Understand Direct & Across CRM, ERP, Indirect Sales Channel and More Performance

Introducing NEW Manufacturing Cloud Sales Agreements Provide account teams visibility into committed and actual volume/ revenue to prevent revenue leakage Intelligent Sales Forecasting Account-based sales forecasting driven by artificial intelligence (AI) simplifying negotiations Customer Portal & Insights Collaborate with customers creating visibility and accountability about volume commitments Sales & Customer Analytics Understand product and account profitability and take proactive action

Vertical Coverage Subvertical Solutions Manufacturing Product Customer Engagements Manufacturing Team Customer Engagement Model Limited Number / Business Case Big Bets ransformational / T Focused Engagement A VP Prioritization Region Expand Footprint Account Planning Workshops Run Rate / Account Enablement Led T Manufacturing Solution Workshop Support eam / Manufacturing Cloud Update and Prep Build Regional Pipe CSG - Circles of Success