Selling in a Social World

Mark Wayland, VP Commercial Sales, Salesforce.com

@mtwayland in/markwayland

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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 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, 2012. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.

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Salesforce.com Coverage Model

< 100 Employees

100 - ~3,500 employees

Top 2000 Account Families

SMB ESB

Desk & Do

Enterprise Sales

CMRL – Named CMRL – GEO

MM Vertical

S

Users Sell for You U

Start with Discovery

C Compelling Demos

C Connect the Dots

E Experience Events

S

Show Them the Money S

Sell High and Through

Last Year We talked about our SUCCESS Methodology

Mainframe

Today

Enterprise Cloud Computing

1960s

Client/Server

1980s

SUCCESS was Designed for Cloud Computing

Enterprise Adoption of Social Networking

Business is now Social Our Selling Playbook had to Evolve

At Dreamforce we have embraced the move to Social

DF09 Chatter

DF10 Collaborate

DF11 Social

Enterprise

DF12 Business is

Social

Social Enterprise

RFP

How do we sell in a Social World?

Our Approach to Selling in a Social World

Social Enterprise

Vision

The best social enterprise vision presentations

resonate with the CEO

Solution Selling to Target Buyers

VP Sales VP Service CIO CIO CMO VP HR

New

Selling Sales Cloud to VP Sales

Revenue Growth Productivity Visibility

Channel structure Revenue streams Fiscal year

Day in the life Sales process Sales tools

Change in leadership or M&A Annual kick offs or partner conference

Contract/Renewal Product Launch

Sales Productivity Social Selling

Forecasting & Pipeline Management

Priorities

Plays

Compelling Events

Discovery

Selling to VP Customer Service

Customer Satisfaction Keep cost/ interaction Low

Agent Productivity Agility

Contact Center Types Customer Profiles

B2B/B2C/both Existing Tools Operations

Pending Upgrade/ legacy technology PR Failures Change in Leadership

Industry Support Issue

Social Customer Service Multi-Channel Service

Self-Service

Priorities

Plays

Compelling Events

Discovery

Selling to CIO

Innovation with Social & Mobile Meet Business Demands

Compliance & Data Security Reduce Complexity Increase Agility

CIO Profile Technology Portfolio Business Initiatives

Salesforce Footprint Customer Profiles Developer Days

ERP Renewals or Upgrades Pending M&A Activity

Critical CEO/LOB Initiative Pent-up Business Demand/Slow SDLC

Social Front Office: SAP Agility Business Process: Replace Lotus Notes

Innovation: Market at the speed of change Cultural Transformation & Collaboration

Priorities

Plays

Compelling Events

Research

Let’s look at an example

CyberU

Collaboration

Employee Recognition

Social Teammates

Corporate Sales

Social & Mobile IFE Apps

Social Teammate Network

Customer Social Network

Public Social

Network

Marketing & Loyalty

Social Guest Profile

Social Media

Social Call Center

Guest Service Reservations

From Social Intranet Social Enterprise

Mark Wayland

VP Commercial Sales @mtwayland

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