Sales Cloud + Service Cloud for Optimized Relationship

Management

introductions

@donmink | @mikemilburn | @mikedannenfeldt

http://www.youtube.com/watch?v=Tw6SNeXD6NI

Optimized relationship management?

agenda

• Salesforce Sales Cloud• Salesforce Service Cloud• Transforming Sales & Service• Optimization• Q&A

Salesforce Safe Harbor

Safe 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, breach of our security measures, the outcome of any litigation, risks associated with completed and any 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-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These 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.

Sales Cloud

@donmink | @mikemilburn | @mikedannenfeldt

The Customer Revolution

1960sMainframeComputing

1970sMini

Computing

1980sClient Server

Computing

x 10x 100x 1,000x 10,000x 100,000x

2010sSocial

Revolution

1990sCloud

Computing

2000sMobile

Computing

Cloud ComputingNew ways to connect everything

New Ways To Connect With Customers

SocialNew ways to connect

TrustNew ways to

build relationships

MobileNew ways to

reach customers

Big DataNew ways to

discover insight

CommunityNew ways to collaborate

SoftwareNew ways to build apps

Connect to your customers in a whole new way

Today’s Systems Are Holding You Back

Manual Processes

Disconnected SystemsSpreadsheets

Connected Products

Connected PartnersConnected

Customers

Connected Employees

Sell as a team with the sales cloud

Five Questions To Become a Customer Company

1. How do you market to customers when they are everywhere?

2. How do you sell as a team with your customers?

3. How do you service customers when they are everywhere?

4. How do you build a customer platform?

5. How do you transform the way you work?

ConnectedProductsConnectedProducts

ConnectedPartnersConnectedPartners

ConnectedEmployeesConnectedEmployees

ConnectedCustomersConnectedCustomers

Engagement quadrants

Engagement quadrants

Engagement quadrants

Service cloudDelivering amazing service on every channel

@donmink | @mikemilburn | @mikedannenfeldt

Salesforce Service Cloud

Social Mobile Big Data Community

Apps Cloud Trust

Customer Revolution

ConnectedProductsConnectedProducts

ConnectedCustomersConnectedCustomers

ConnectedPartners

ConnectedPartners

ConnectedEmployeesConnectedEmployees

Become a customer companyConnect With Your Customers in a Whole New Way

Source: “The Future of Customer Service.” Forrester Consulting commissioned by salesforce.com, July 2012.

VP Customer Service

CMO

CIO92%

Customer Satisfaction

First Contact Resolution

Average Speed of Answer

Service Level Adherence

Agent Handle Time

Shifting priorities of customer service organizations

100x1x 1,000x10x

1980sPhone

TodayMobile1990s

Multi-Channel

2000sSocial

The evolution of customer service

340 million tweets/day

2.7 billionFacebook posts/day

Billionsof blogs & communities

Conversations are exploding

Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”;Sysomos “Replies and Retweets on Twitter”

Twitter Complaints Not Answered

71%

Facebook Brand Posts Not Answered

95%

88 percent of people unlikely to buy from brands that ignore their complaints online.

““

Unfortunately, most companies not responding

Tablets

Smartphones

Laptops

Desktop 1.8 BillionMobile Devices by 2014

2006

2010

2014E

2007 2008 20092011 2012 2013E

Your customers are more mobile than ever

Your customers are social and mobile……. …but legacy software isn’t

Legacy software is disconnected from customers

AgentConsole

Knowledge

Base

Analytics

AgentCollab-oration

SocialMobileChat

Service Cloud

Commu-nities

MobileCo-

Browsing

Salesforce Platform

Deliver amazing service everywhere

Simple ∙ Social ∙ Mobile

Salesforce Platform

SocialSupport

BusinessInsights

MobileAccess

SimpleSetup

CaseManagement

Self-Service

The service cloud for small business

Market Leadership

Product Leadership

Market Leadership

Leader Customer Engagement CenterLeader Social CRM

Leader Customer Service

Champion Customer Service Management

Market Leader

#1 Case Management

#1 Web Support

34,000Customers

Market leaders

Leader in the Gartner MQ:Customer Engagement Centers

Leader in the Gartner MQ:Customer Engagement Centers

+37%

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.

Agent Productivi

ty

+40% Decrease

in Support Costs

+36% +37%

CustomerRetention

+34%

First Call Resolution

Increased customer satisfacti

on

Helping customers succeed across all metrics

Social Mobile Big Data Community

Apps Cloud Trust

Customer Revolution

Optimization

@donmink | @mikemilburn | @mikedannenfeldt

drink of choice?

http://swallowedbygreatfish.files.wordpress.com/2010/01/firehose.jpg

How/Where to focus?

Iterative delivery

optimization

• Map features to goals/objectives

optimization

• Simplify and prioritize

optimization

• Voice of the user

optimization

• Continual release and evolution

• Map features to goals/objectives• Simplify and prioritize• Voice of the user• Build, Test• Continual release and evolution

Optimization

drink of choice?

http://swallowedbygreatfish.files.wordpress.com/2010/01/firehose.jpg