Salesforce CommunitiesEngagement Never Stops

Graham DixSenior Sales Engineer

in/grahamdix

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.

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window.

• Slide decks can be made

available upon request to

your account executive.

#1 in Cloud Computing and Customer Relationship Management

#1Sales, Service,

MarketingCloud

ComputingInnovation 2011, 2012

How Do You Connect Employees, Customers, and Partners today?

Can the wealth of information in your organization be easily discovered?

How do you educate partners to sell as effectively as possible?

How do you provide efficient self-service and optimize your agents’ time?

53

4

1

2 What are the ways in which your passionate customers advocate your brand?

How do employees collaborate to solve problems and manage initiatives?

6 Is there room for improvement in your channel win rate and sales cycle length?

A Disconnected Organization Faces Consequences

Off-Target Marketing

Customer Churn

Limited Staff Bandwidth

Weak Online Options

Limited Customer Service

Low Partner Revenue

Lengthy Sales Cycles

Poor Channel Engagement

WeakenedDistribution

Disjointed Campaigns

Disengaged Customers

Poor Agency Management

Today’s Approaches Have Limited Appeal

Legacy Customer Portals

One-to-one

Business data

disconnected from Social

Social Point Solutions

Many-to-many

-OR-

Social

disconnected from business data

What if you could re-imagine every business touch point, connecting your business data with the

power of social in a single experience?

communities

for Sales for Marketingfor Service for Any Experience

Joint marketing and selling

Partner recruitment and education

Deal management

Customer self-service

Collaborative case resolution

White-glove premium communities

Campaign management and

alignment

Centralized agency management

Prospect engagement

Products treated as community members

Product co-creation with customers

Intranet replacement with social experience

Connect Business Data and Social to Every Customer, Partner, & Employee Experience

.

Salesforce Sets a New Standard for Online Communities

Social Collaboration

Branding & Customization

Business Processes

Mobile Access

Security & Reliability

Social Intelligence

Community 1:Self-Service Community

Community 2:Partner Community

Community 3:Company Community

Community n:Any Community

Business Data

Cases

Unify Multiple Communities and Share Business Data with a Single Platform

Community 1:Self-Service Community

Community 2:Partner Community

Community 3:Internal Community

Community n:Any Community

Become a Customer Company with Communities

Drive Marketing

Engagement

+2xMore Likely to Buy

Maximize Sales Reach

+29%Channel Win

Rate

Provide Stellar Service

+37%Faster Case Resolution

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

communities

Demo

Players

Lauren BoyleUnite PartnersCustomer

Tom BradyAcme ResellersPartner

Paul BaptistCirrus ComputersEmployee

Customer Stories

HP Connects Reseller and Service Provider Partners

Process focused experience for large distributors like Tech Data

MSP’s and System Integrators collaborate in real-time

Communities matches prospects with the right partners

CMS for sharing sales collateral and marketing documents

Honeywell Engages Customers for $2.4 Billion Business

Fresh new interface, customized to Honeywell’s ECC brand

Report creation time reduced from one hour to five minutes

Simplified processes through Service Cloud integration

$75k in cost savings due to streamlined processes

Pernod Ricard Builds Global Brand Presence

#1 Worldwide in Premium and Prestige Spirits

Expands global presence while retaining brand message and image

Community endorsement influences global adoption of ad campaigns

Manages product placement, promotion, and inventory at distributors

Final Thoughts &Questions…?

SUPPORT 24x7 toll-free phone and online 1-hour initial response for critical issues Premier developer support

TRAINING Unlimited access to online Premier

training catalog Role-based learning paths Customizable training templates

All the benefits of Premier, plus administration services to accelerate your success

SUPPORT 24x7 toll-free phone and online 1-hour initial response for critical issues Premier developer support

TRAINING

ADMINISTRATION

Unlimited access to online Premier training catalog

Role-based learning paths Customizable training templates

A team of certified experts to update your post-implementation Salesforce solution

CUSTOMER SUCCESS Best practices to drive user adoption

& productivity Release readiness programs Assigned success resource*

Best practices to drive user adoption & productivity

Release readiness programs Assigned success resource*

CUSTOMER SUCCESS

*with 200+ CRM users or $50,000 in annual Premier Success fees

Personalized services, technical support and online training to build and sustain success

SUPPORT Online case submission 2-business day response

TRAINING "Getting Started" online catalog

CUSTOMER SUCCESS Self-service resources including Help

site, knowledge base and community

Online tools and support to get you started

Anytime, Anywhere Resources

appexchange.salesforce.com Hundreds of free and paid apps

trust.salesforce.com System Status Planned Maintenance

developer.force.com Technical Library, Partners,

Blog, Cookbook, Code Share, Boards

success.salesforce.com Answers, Help & Training, Collaboration,

Ideas, User Groups, Known Issues

Help & Training - Primary Knowledge Center

Documentation

Knowledge Base

View Cases

Online Training

Contact Support

Success Community Groups to Join

• success.salesforce.com or click “Help and Training”

• Visit “Collaboration” tab, then click “Groups”

• Search for and Join:

1. Success – Getting Started (Standard Customers)

2. Success – Getting Started Premier (Premier Customers)

3. Success – Release Readiness Premier (Premier Customers)

4. Webinars – Australia and New Zealand

5. Your local User Group

Webinar Schedule

• www.salesforce.com/au/webinars