Mark J. Sullivan

President Regulated Industries Salesforce

[Marcelo P. Lima @MarceloLima]

$CRM: "Let me just talk about how people make a buying decision, because I hear some of these stories. When somebody knocks on your door, are you going to open the door and give them the keys to your safe or the code to your safe, to your family's jewels?

So every day a CEO of any firm is going to get 50 cold calls. Somebody can do it different or better. How is a decision really made? First of all, does the firm, in this case Salesforce, have the product and service that we need?

Second, do you have the engineers, the architects, the professionals to work with my team in order to bring it, that vision to reality?

And then lastly, even if another firm had those first two, who is the firm standing behind it that can be there through good times and bad times that's going to stand behind that product or service?

So if we line up all three, that's where a good trusted partnership exists. That's why we went with Salesforce. So we worked with your team, literally hand in hand.

We said we want to streamline processes, we want to take out latency in the code, we want to do X, Y, or Z. Your team was there in the trenches at every level, engineers, architects, building out the vision.

But then it's not just pie in the sky... on the white sheet, it's implementable. We have 76 agents running side by side with our employees. A good example is in our call centers. We have Agent Wingman. I'm an aviator, so I think they named it because I like Wingman.

Agent Wingman is going to save me nearly $1.6 million this year, has decreased our call handle time 10 percent this year, 50 percent reduction in after-call work times, and 40 percent reduction in held calls. So better experience for the member, remember they can go 8,000 other institutions, I want them to have a great experience each and every time with PenFed, it's got to be right each and every time.

Yet I want my employees to do the knowledge work, building trust in the relationship, not entering what just happened on the phone call. We have agents that listen to the phone call, transcribe it.

The human's still in the loop, they approve what was just talked about, but then it's 360 if the transaction occurred in the branch, web, mobile. So the next person that deals with that consumer, that member, they know exactly the relationship.

They know what we might want to sell them next or what they need next for their daughter, their graduation. So it's creating a hyper-personalized, omni-channel experience without having 400 people I need to meet with. I have 12 strategic partners that are allowing us to power the business."

— James Schenck, CEO of PenFed (Pentagon Federal Credit Union)

[Marc Benioff @Benioff]

UCLA just launched https://t.co/il5KVypdNh powered by Salesforce Agentforce and it’s straight-up futuristic! 🤖💉
Autonomous agents slaying admin dragons 24/7 — booking appts, verifying benefits, & crushing paperwork so docs can actually focus on patients. Hard to say this as a Trojan, but Bruins + AI = the future of healthcare. Who’s ready for shorter wait times? Try UCLAHEALTH today powered by Agentforce. 😎
https://t.co/XJZijYCQHL

[Mark J. Sullivan @MJSulli]

Facts 👇

[The All-In Podcast @theallinpod]

Marc Benioff to SaaS CEOs upset about AI hurting their valuations: Grow up, wipe your tears, focus on the customer

Chamath:

“ Let's say you were running a software company that was before the AI wave and you're private.

There's a bunch of these companies that were supposed to go public, (but) didn't go public.

What should they do? What do those boards do?”

Marc @Benioff:

“Here's some Kleenex for them for all their tears.

I mean, I talk to these CEOs, they're crying, "Look at my market cap, I'm not getting paid for my work."

Guys, grow up.

That's what I love about the public markets, they rationalize everything all the time. So great, be in the public markets.

You want to be in a private market? Your valuation is fantasyland until somebody's actually going to pay you.

So I just tell them, focus on your revenue, focus on your customers, focus on your cash flow, focus on your profitability, focus on your innovation.

How are you going to add value to your customers?

That's what's really, truly important.”

[Marc Benioff @Benioff]

Just launched at #MiamiGP! 🏎️ From whiteboard to @F1 @visacashapprb paddock in just week. 🛠️ New Salesforce Intelligence Centre is live — powered by Headless 360, Agentforce, @Tableau Next, and Slack. Turning raw telemetry into real-time race strategy for Liam Lawson and the team faster than a pit stop. Yes, Miami, we’re in! @salesforce. ❤️ 🏎️
#F1 #Salesforce #VCARB #Agentforce #Tableau

[Mark J. Sullivan @MJSulli]

🥰

[Brooke Eby @limpbroozkit]

still employed and still the first to hit my deductible

[Jason ✨👾SaaStr.Ai✨ Lemkin @jasonlk]

Is the business model for traditional software companies in permanent decline due to AI Agents not needing seats?

2 examples:

Re: @salesforce, we’ve reduced our seats from 10+ to 2 human seats and 1 API seat. And yet, we now pay $22,000 a year, 83% up from $12,000. Why? Our 20+ AI Agents use Salesforce 100x more than we did a year ago.

We now have an AI VP Marketing, AI VP Customer Success, and run 4 third party AI GTM agents (including Agentforce). They just plain use Salesforce more. So we pay more. 83% more than a year ago — already. That’s a bull case.

Now let’s take @NotionHQ. We love Notion and it has seen huge acceleration from AI usage inside its app. AI makes Notion better.

But … but … our AI Agents don’t care. Our AI VP Marketing and AI VP Customer Success have no need to log into Notion. And our real-time dashboards from our AI VP Marketing (who leads our weekly standup now, which we used to do from Notion) is better and hyper customized to us. And better integrates with all our other agents.

So we realized last week that we hadn’t actually used Notion in months. Even with its strong AI product enhancements.

Our AI agents just don’t need Notion. But they do need Salesforce more than ever. At least, our AI agents do.

Is this a System of Record difference? Or is it just something that will vary app-by-app? Not sure. What I do know is it will cut many ways.

[Marc Benioff @Benioff]

Welcome Salesforce Headless 360: No Browser Required! Our API is the UI. Entire Salesforce & Agentforce & Slack platforms are now exposed as APIs, MCP, & CLI. All AI agents can access data, workflows, and tasks directly in Slack, Voice, or anywhere else with Salesforce Headless 360. Faster builds, agentic everything. 🚀
#Salesforce #Agentforce #AI
https://t.co/mxySdJS7HR

[Marc Benioff @Benioff]

Happy 27 Years Salesforce Ohana!
❤️ @parkerharris

[Mark J. Sullivan @MJSulli]

That was fun - let’s do it again!

[Marc Benioff @Benioff]

Biggest and best year and quarter ever at Salesforce! FY26: $41.5B revenue (+10% YoY), $15B cash flow (+15%), >34% non-GAAP op margin, $72B RPO (+14%). FY27 guide: $46.2B. Yes, The Agentic Enterprise is now live—29K+ Agentforce deals, AgentForce $800M ARR +169% YoY, 20T tokens powered. Salesforce is Customer Zero: 68% of 3M+ convos resolved autonomously. See all the numbers here: https://t.co/Ha1TdrR2WX

[Aadit Sheth @aaditsh]

The entire AI startup world is obsessing over "0 to $100M ARR." Salesforce quietly did 0 to $800M in 15 months with Agentforce. 169% YoY growth. 29,000 deals.

The difference is distribution. A startup needs to convince you their product exists, build trust, run a pilot, then close. Salesforce is already inside your stack.

They're turning on AI agents in a platform you already pay for and already log into. Over 60% of Agentforce bookings came from existing customers expanding. They didn't need a sales cycle. They needed a feature toggle.

That's the part the startup discourse misses. The hardest thing in enterprise AI isn't building the agent. It's getting it inside the workflow where the data and the decisions already live. Salesforce has 60 trillion records sitting in their ecosystem. The distribution is pre-built. The trust is pre-built. The data is already there.

$800M ARR and the product is 15 months old. Not because it's the best agent framework. Because it's the one already on your customer's desktop at 9am Monday.

[Brooke Eby @limpbroozkit]

ALStogether 🤝 ALS Network. Beyond excited for this new chapter 🧡🩵To join go to https://t.co/iOsWCmj1Qd #alssupport #slack Network

[Jason ✨👾SaaStr.Ai✨ Lemkin @jasonlk]

https://t.co/JQ4OUDcnhQ

[Mark J. Sullivan @MJSulli]

@NAZNINAKTEfpdc Claude

[ALS Network @youralsnetwork]

Join us for our next educational webinar, "ASK ME: ALS Research and Care in 2026" on Thursday, February 26 at 5:00 PM PST/3:00 PM HST.

This event will feature leading ALS researchers and physicians who will share recent scientific advancements, answer your questions, and provide a preview of what to expect in the year ahead, including updates from the 2026 ALS Network Research Summit and insights on their impact on ALS care and research.

RSVP today at https://t.co/1ePEaQl0E8.

[ALS Network @youralsnetwork]

This is a defining moment for the ALS community. ALS ONE and the ALS Network are aligning to accelerate research, expand access to care, and scale impact nationwide - while staying true to the mission that started it all.

@Sheri_Strahl, president and CEO of the ALS Network, shares her thoughts on this powerful integration that bolsters progress for people living with ALS.

Learn more at https://t.co/tBf8SJ6Spe.

[ALS Network @youralsnetwork]

ALS ONE is becoming a part of the ALS Network - uniting research excellence, technology innovations, and national scale to move faster for people living with ALS.

This strategic integration strengthens funding, expands collaboration, and accelerates progress - while honoring ALS ONE’s founding mission and long-standing commitment to research and care partners.

One shared vision. Greater speed. Bigger impact. Together, we’re building a strong path forward to cure ALS. Learn more at https://t.co/mWRMukXaTY.

[ALS Network @youralsnetwork]

As Scott Gosnell, son of ALS ONE founder Kevin Gosnell shares, ALS ONE was built on a bold idea: collaboration accelerates progress. For more than a decade, that vision helped fuel research, strengthen care, and bring leaders together in Massachusetts and beyond.

Now, that legacy moves forward - stronger than ever, through integration with the ALS Network. Learn more at https://t.co/Ys3ksOcPhY.

[Mark J. Sullivan @MJSulli]

Let’s Gooooooo!!!!!

[Marc Benioff @Benioff]

Let’s go Patriots! ❤️🏈🇺🇸
Great teams run on trust, teamwork… and AI.
Powered by Salesforce + Agentforce.
#GoPats #AI #Agentforce

[Tony Robbins @TonyRobbins]

Last week, while recording an episode of The Diary Of A CEO, @StevenBartlett surprised me with a letter I never saw coming.

It was from my dear friend Marc @Benioff, CEO and Co-Founder of Salesforce. It was completely unexpected and moved me deeply.

Marc is someone who gives relentlessly. He’s a living example of what it means to lead with a full heart, showing up for people in a way that’s grounded, generous, and real. I’m grateful to call him a friend. We’ve shared a lot of life over the years, and while I’m glad I could be there for him during meaningful chapters of his journey, I’ve walked away with just as many lessons from him.

Thank you, Marc. For the letter. For the friendship. I love you, brother. 🤟

Steven, thank you for this moment, and for having me on the podcast.

[Mark J. Sullivan @MJSulli]

@vladtenev @vladtenev this was great!!