The Social Media Fire HoseThe Social Media Fire HoseMake the most of social data

Tristan Bishop, Director of Social Business, Symantec

@KnowledgeBishop

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, 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.

Chris WojtowiczChris Wojtowicz

Global Services Sales Lead

Marketing Cloud

Global Services Sales Lead

Marketing Cloud

Tristan BishopTristan Bishop

Director of Social Business

@KnowledgeBishop

Director of Social Business

@KnowledgeBishop

All about Symantec

Symantec was founded in 1982 by visionary computer

scientists. The company has evolved to become one of the

world’s largest software companies with more than 18,500

employees in more than 50 countries. We provide security,

storage and systems management solutions to help our

customers – from consumers and small businesses to the

largest global organizations – secure and manage their

information-driven world against more risks at more points,

more completely and efficiently than any other company

Your customers are connected

Social network use increasing

in every age group

60% of social network users

follow brands

40% of the Fortune Global

100 use Twitter for

customer service

They're sharing more than ever before

So Who Defines Who?

1. Brands long to DEFINE themselves

2. But customers WILL have their say

3. Brands may refuse to listen

4. But customers will NOT stop talking

Jeff Bezos,

Founder of Amazon

Your brand is what

people say when

you're NOT in the

room

The Gems are Worth the Work

There is profound business value in

mining social conversations

to find actionable mentions!

Actionable Internet Mentions™ (AIMs)

AIMs

Social Listening

Noise = Not relevant or actionable

AIM ™ is a term created and trademarked by Symantec

1. An off-brand mention of a Symantec

product that requires analysis or

engagement

2. Posted on a publicly visible social

network, blog or forum

3. Posted by someone who is not a

Symantec employee

4. Assigned to the Symantec employee

best equipped to engage

Make the outputs

of your listening strategy

inputs into other areas

of your organization

Seven data classes, routed by Business Function

1. Case: Request for help resolving real-time

issue. (Tech Support)

2. Query: Question that doesn’t require support

resource. (Knowledge Management)

3. Rant: Insult that merits brand management

consideration (PR)

4. Rave: Praise from Symantec brand advocate

(Marketing)

5. Lead: Pronouncement of near-term purchase

decision (Sales)

6. RFE: Request to enhance a product with a

new feature (Engineering)

7. Fraud: Communication from an unauthorized

provider of Symantec products (Legal)

13

Social Media Monitoring - Global ScheduleUTC-time   China India Ireland US East US Mountain US West

UTC 23:00 Jun 7:00 AM 4:30 AM 11:00 PM 7:00 PM 5:00 PM 4:00 PM

UTC 00:00 8:00 AM 5:30 AM Midnight 8:00 PM 6:00 PM 5:00 PM

UTC 01:00 9:00 AM 6:30 AM 1:00 AM 9:00 PM 7:00 PM 6:00 PM

UTC 02:00 Jim 11:00 AM 7:30 AM 2:00 AM 10:00 PM 8:00 PM 7:00 PM

UTC 03:00 Noon 8:30 AM 3:00 AM 11:00 PM 9:00 PM 8:00 PM

UTC 04:00 1:00 PM 9:30 AM 4:00 AM Midnight 10:00 PM 9:00 PM

UTC 05:00 Yasiru 1:00 PM 10:30 AM 5:00 AM 1:00 AM 11:00 PM 10:00 PM

UTC 06:00 2:00 PM 11:30 AM 6:00 AM 2:00 AM Midnight 11:00 PM

UTC 07:00 Hitesh 3:00 PM 12:30 PM 7:00 AM 3:00 AM 1:00 AM Midnight

UTC 08:00 4:00 PM 1:30 PM 8:00 AM 4:00 AM 2:00 AM 1:00 AM

UTC 09:00 Shoaib 5:00 PM 2:30 PM 9:00 AM 5:00 AM 3:00 AM 2:00 AM

UTC 10:00 6:00 PM 3:30 PM 10:00 AM 6:00 AM 4:00 AM 3:00 AM

UTC 11:00 7:00 PM 4:30 PM 11:00 AM 7:00 AM 5:00 AM 4:00 AM

UTC 12:00 Kapil 8:00 PM 5:30 PM Noon 8:00 AM 6:00 AM 5:00 AM

UTC 13:00 9:00 PM 6:30 PM 1:00 PM 9:00 AM 7:00 AM 6:00 AM

UTC 14:00 10:00 PM 7:30 PM 2:00 PM 10:00 AM 8:00 AM 7:00 AM

UTC 15:00 Alicia 11:00 PM 8:30 PM 3:00 PM 11:00 AM 9:00 AM 8:00 AM

UTC 16:00 Midnight 9:30 PM 4:00 PM Noon 10:00 AM 9:00 AM

UTC 17:00 1:00 AM 10:30 PM 5:00 PM 1:00 PM 11:00 AM 10:00 AM

UTC 18:00 Erling 2:00 AM 11:30 PM 6:00 PM 2:00 PM Noon 11:00 AM

UTC 19:00 Ryan 3:00 AM 12:30 PM 7:00 PM 3:00 PM 1:00 PM Noon

UTC 20:00 4:00 AM 1:30 AM 8:00 PM 4:00 PM 2:00 PM 1:00 PM

UTC 21:00 5:00 AM 2:30 AM 9:00 PM 5:00 PM 3:00 PM 2:00 PM

UTC 22:00 Brian 6:00 AM 3:30 AM 10:00 PM 6:00 PM 4:00 PM 3:00 PM

UTC 23:00 Monti 7:00 AM 4:30 AM 11:00 PM 7:00 PM 5:00 PM 4:00 PM

AIM Classification Flowchart

SFDC Marketing Cloud Engagement Console

Social Triage Connects Customers to Ideal Employees

Blogs

Message boards

Product 1

Product 2

Product 3

Rant

Rave

Lead

RFE

Fraud

SymantecEmployee

Response

profiles interactions history transactions preferencesCRM

Query

Case

Configuration

SocBizTeam

Review

SocBizTeam

FY13 Volume: Consumer AIMs™ by Class

Rave Rant Fraud Case Lead Query RFE0

2000

4000

6000

8000

10000

12000

1400012,181

9,450

4,928 3,288 2,430 1,992 208

Consumer AIMs, FY13 – Total 34,477

AIMs

FY13 Volume: Enterprise AIMs™ by Class

Rave Rant Case Query Fraud Lead RFE0

1,000

2,000

3,000

4,000

5,000

6,000

7,0006,555

4,053

973 759 622 270 72

Enterprise AIMs, FY13 – Total 13,304

AIMs

SFDC Marketing Cloud: Rule-Based Automation

Engagement

Improves

Sentiment

Net Social Sentiment ™ (NSS)

A weekly snapshot of social media attitudes toward a product

29-Jun 6-Jul 13-Jul 20-Jul 27-Jul 3-Aug 10-Aug 17-Aug 24-Aug 31-Aug 7-Sep-40%

-20%

0%

20%

40%

60%

80%

100%

0

200

400

600

800

1000

1200

1400

1600

1800

755670

1053

1543

1279

1156 11621238 1216

1065

1587

-15% -14%

4%

-7%

11%8% 4%

9%16%

8%

50%

Net Social Sentiment, Weekly

Volume NSSReport Date

Net

So

cial

Sen

tim

ent

Act

ion

able

In

tern

et M

enti

on

s

In Summary

1. Attentiveness is a competitive differentiator.

2. Every customer comment carries meaning.

3. There is no substitute for honest customer feedback.

4. If your customers BRAG about you, you're doing it right.

Tristan BishopTristan Bishop

Director of Social Business@KnowledgeBishop

Chris WojtowiczChris Wojtowicz

Global Services Sales Lead@ChrisWojtowicz