enterprise adoption and business value: part 2

Enterprise Adoption and Business Value: Part 2General Success: Large Enterprise

Shannon Whorton, GE Energy

Eric Johnson, NBC Universal

Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995:

This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breachof our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2011. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.

Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Agenda

Objective

Introductions

Panel Discussion

Open Q&A

Wrap Up with Key Takeaways

Housekeeping

As we enter into the panel discussion, we will draw our questions from our Chatter page

https://dreamevent.my.salesforce.com/a093000000BKR6k

Post your questions to our Chatter page for this session or @mention either– @Amy Kodl

– @Scott Carruth

Objective

Do you have a business case for implementing Salesforce?

Are you measuring the right performance measures and driving value within your organization?

Learn how your peers have boosted adoption, measure effective usage, and track business performance

Panelist

Eric Johnson – NBC Universal

Shannon Whorton – GE Energy

Eric JohnsonVice President, Commercial

Excellence

Shannon WhortonCommercial CIO ,

GE Energy

We are a global infrastructure, finance, and home and business solutions company taking on the world’s toughest challenges.

GE Energy GE Technology GE Capital

GE Home Solns

Energy Overview

• 8,000 users• $40B sales revenue• 78% adoption rate• Sales & Service cloud• ChatterAcross …• Power Generation• Water Solutions• Oil & Gas• Energy Management

Who Is GE...

Integrated Commercial Vision

Opportunity generation• New product commercialization• Marketing campaigns & leads Proposal Generation

• Integrated Catalog• Streamlined risk approval

Automated order handoff• Simplified quote conversion• Quote and order linkage

Order execution linked to Sales• Improved order clarity• Reduced touch points

As Executed Feedback• Forecasting accuracy• Increased analytics

Continuous data flow through entire opportunity lifecycle to drive growth, profitability, and productivity

Opportunity Generation

Commercial Excellence System Vision

Strategic Account Planning

Event Forecasting

PartnerRelationship Mgmt

SAS/TAM

Transactional reporting

Future years forecasting

Accounts & contacts

Lead management

Opportunity management

Deal management & risk approvals

Customer issue resolution

Sales forecasting

Marketing & communications

Order entry / management

Call Center / Customer Service

Asset management

CatalogConfiguration

QuotingProposal Gen

WebPresence & eCommerce interface

ERPs

DWs

Variable Comp

Strategic Transactional

2012 … extending CRM• Marketing• PRM views• Deal pricing analysis• Deal-level approvals

2011 … simplification• Lead sharing• Catalog• Channel Mgmt• Chatter

2013 … intelligence• SAS/TAM modeling• Full forecasting• Auto variable comp• Mobile delivery

2014 … full automation• Cross sell• Up sell• SAS penetration• OTR forecasting

Data feeds• Master Files• Industry data• As executed data• External sources

Full scope under evaluation

BIGMACHINES

Key Best Practices and Lessons Learned Leadership kickoff workshop … dreaming session

Bring in leaders from other businesses … outside opinions

Staff team through annual employee review process … top talent

Ensure leadership understands what the project is about … communication

Start with a pilot … it is a different type of application then you are used to

Start small … what are your critical processes

Your processes HAVE to change

Everything overlaps … can’t work in silos

Give yourself buffer … things will come up

Start talking about data clean up and conversion on day 1

Regional engagement … has to be a system for the end user

Eric JohnsonVice President, Commercial

Excellence

Profile

Business Objectives

Know the Customer

Identify “Marketing” Solutions

Drive Multi-Platform Enterprise Deals

The tech Stake

The Tech Stack

Takeaways

Enable the business process – every Salesforce project is a business project first

It’s all about the data – focus on Master Data Management (& Master Contact Management) from day 1 forward

Measure, Manage, Grow… tie results to measureable improvements:– New Customer Generation– Referral Revenue– Past Due Reduction– Cycle Time Improvements

It’s not just Chatter – treat the application as your collaboration platform

Users will focus on what is important…

Property of NBCUniversalDo not reproduce/publish without prior consent

Panel Discussion

What was the biggest challenge you faced?

How do you measure business results – can you give us an example?

How did you solve the data issues present in every implementation?

Open Q&A with the Panel

Post your questions to our Chatter page for this session

https://dreamevent.my.salesforce.com/a093000000BKR6k

or @mention either– @Amy Kodl

– @Scott Carruth

Key Takeaways

Having a business case helps keep key stakeholders involved and interested – there

is a vested interest

Understand what you are measuring, manage it and grow; Tie the results to

measureable improvements

Bring in outside perspective

Ensure leadership understands what the project is about … communication is key

Start with a pilot … it is a different type of application then you are used to

It’s not just Chatter – treat the application as your collaboration platform

Everything overlaps … can’t work in silos

Enable the business process – every Salesforce project is a business project first

It’s all about the data – focus on data clean up and conversion as well as Master

Data Management (& Master Contact Management) from day 1 forward

Questions & Answers

Shannon Whorton

Commercial CIO

Eric Johnson

Vice President, Commercial Excellence

Scott Carruth & Amy Kodl

Customer Success

Enterprise Adoption and Business Value: Part 2

Eric Johnson, NBC Universal

Shannon Whorton, GE Energy

Watch your inbox at the end of each day for an email from our survey partner, Alliance Tech.

Click on the personalized link to be directed to the survey page for the sessions you attended.

How Could Dreamforce Be Even Better? Tell Us!

Every session survey you submit is a chance to win

an iPad 2!