Get Smart About Your Customer Robert Lamb, Clickability, Inc. Kristen Chase, Optimus Solutions Jay Thayer, salesforce.com Track: Best Practices: SMB

Safe Harbor Statement “ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates. Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.

The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.

Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

What We Will Cover Capturing the most relevant information for the success of your customer Implementing a strategy that can be leveraged throughout the entire customer life cycle Techniques to make sure that you and your customer are getting the most out of your CRM Overview of the salesforce.com Customer Success Object Case Study: Optimus Solutions

Capturing the most relevant information for the success of your customer

Implementing a strategy that can be leveraged throughout the entire customer life cycle

Techniques to make sure that you and your customer are getting the most out of your CRM

Overview of the salesforce.com Customer Success Object

Case Study: Optimus Solutions

Rob Lamb Director, Customer and Partner Development [email_address]

INDUSTRY : Media/Marketing/Software EMPLOYEES : 40 GEOGRAPHY : US / EMEA # USERS : 38 (100% Login Rate) PRODUCT(S) USED : Salesforce SFA & Call Center, AppExchange Recruiting, Echosign Clickability is a SaaS provider of Content Management Solutions to large media and enterprise marketing customers.

INDUSTRY : Media/Marketing/Software

EMPLOYEES : 40

GEOGRAPHY : US / EMEA

# USERS : 38 (100% Login Rate)

PRODUCT(S) USED : Salesforce SFA & Call Center, AppExchange Recruiting, Echosign

Customer Success Program and Manager A customer success program is effectively an account management and customer development effort to increase the value proposition delivered by your product or service. A customer success manager serves as an advocate for the customer becoming an extended employee of the customer within your organization. Everyone is involved

A customer success program is effectively an account management and customer development effort to increase the value proposition delivered by your product or service.

A customer success manager serves as an advocate for the customer becoming an extended employee of the customer within your organization.

Everyone is involved

Why Should I Care Attrition It’s easier to keep a customer than find a new one. Especially important in recurring revenue model Referrals / Word of Mouth Customers are salespeople in the marketplace. 95% of salesforce.com customers would recommend Growing the Business Upgrades, Upsells, CrossSells Customers are your best prospects Become a Strategic Business Partner Customer loyalty by necessity

Attrition

It’s easier to keep a customer than find a new one.

Especially important in recurring revenue model

Referrals / Word of Mouth

Customers are salespeople in the marketplace.

95% of salesforce.com customers would recommend

Growing the Business

Upgrades, Upsells, CrossSells

Customers are your best prospects

Become a Strategic Business Partner

Customer loyalty by necessity

Step 1: Define the value proposition Remember it’s not yours, it’s theirs Value Proposition is subjective and needs to be understood Strategic Direction / Executive Sponsorship Polls, Surveys, Interviews Customers have answers waiting for your questions Why we bought, why we would buy again. What is your best customer? How do they use the product? How do they define your value? Pick your top 5

Remember it’s not yours, it’s theirs

Value Proposition is subjective and needs to be understood

Strategic Direction / Executive Sponsorship

Polls, Surveys, Interviews

Customers have answers waiting for your questions

Why we bought, why we would buy again.

What is your best customer?

How do they use the product?

How do they define your value?

Pick your top 5

Step 2: Organize and Prioritize Document Capture top 5 elements of customer success in Salesforce Account or Custom Object Calculated Fields Other information Reference Renewal Risk Customer Segmentation Proactive Reactive Inactive

Document

Capture top 5 elements of customer success in Salesforce

Account or Custom Object

Calculated Fields

Other information

Reference

Renewal Risk

Customer Segmentation

Proactive

Reactive

Inactive

Step 3: Communicate and Leverage Introduce the effort Internally / Externally Newsletters Website Conversation Integrate the Messaging Sales Process Customer Support vs. Customer Success Show the Results – Generate Customer Envy Case Studies Success Stories Value Generated Success Site Best Practices Community (http://fanclub.wd40.com/)

Introduce the effort

Internally / Externally

Newsletters

Website

Conversation

Integrate the Messaging

Sales Process

Customer Support vs. Customer Success

Show the Results – Generate Customer Envy

Case Studies

Success Stories

Value Generated

Success Site

Best Practices

Community (http://fanclub.wd40.com/)

Measuring Success at salesforce.com Success Plan Account Overview – Primary Business Benefit Success Ratings Executive Sponsorship Process Definition Implementation Data Quality Training Success Goals Recommendations

Success Plan

Account Overview – Primary Business Benefit

Success Ratings

Executive Sponsorship

Process Definition

Implementation

Data Quality

Training

Success Goals

Recommendations

Salesforce.com Success Plan

Kristen Chase Salesforce.com Administrator [email_address]

INDUSTRY : Information Technology EMPLOYEES : 450 GEOGRAPHY : US / EMEA # USERS : 250 (over 90% Login Rate) PRODUCT(S) USED : Salesforce SFA & Call Center, Service Entitlements, Info Center, Print Anything Optimus Solutions provides comprehensive IT solutions though a range of integration and consulting services, as well as hardware, software and storage product offerings.

INDUSTRY : Information Technology

EMPLOYEES : 450

GEOGRAPHY : US / EMEA

# USERS : 250 (over 90% Login Rate)

PRODUCT(S) USED : Salesforce SFA & Call Center, Service Entitlements, Info Center, Print Anything

Case Study: Optimus Solutions Business Challenges Lack of visibility, knowledge of the customer across the organization Couldn’t provide the best solution to the customer because not all of the relevant data was located in one place

Business Challenges

Lack of visibility, knowledge of the customer across the organization

Couldn’t provide the best solution to the customer because not all of the relevant data was located in one place

Case Study: Optimus Solutions The Solution Creation of a customer development plan within Salesforce Development Plan Details Custom Objects Custom Fields Success Stories Reports Dashboards

The Solution

Creation of a customer development plan within Salesforce

Development Plan Details

Custom Objects

Custom Fields

Success Stories

Reports

Dashboards

Case Study: Optimus Solutions We weren’t capturing the customer’s goals/initiatives Created a Custom Object: Account Plan Created Custom Fields on the Account level to capture key data related to the customer i.e.- Fields to capture Infrastructure and Procurement details

We weren’t capturing the customer’s goals/initiatives

Created a Custom Object: Account Plan

Created Custom Fields on the Account level to capture key data related to the customer

i.e.- Fields to capture Infrastructure and Procurement details

Case Study: Optimus Solutions We were acting reactively , rather than proactively Created Key Reports for our Business Development managers to track opportunities in their own and related product lines Created Reports around the Infrastructure and Procurement Fields on the Account to better target customers from both the Marketing and Sales departments

We were acting reactively , rather than proactively

Created Key Reports for our Business Development managers to track opportunities in their own and related product lines

Created Reports around the Infrastructure and Procurement Fields on the Account to better target customers from both the Marketing and Sales departments

Case Study: Optimus Solutions We weren’t sharing our success Created a Success Stories/Case Studies database Both Internally and Externally published

We weren’t sharing our success

Created a Success Stories/Case Studies database

Both Internally and Externally published

Case Study: Optimus Solutions Where are we now? Increased our ability to provide a full IT solution to the customer Increased our customer’s view of our sales rep as a Strategic Partner in their IT initiatives We are better able to act proactively to drive business with our customers

Where are we now?

Increased our ability to provide a full IT solution to the customer

Increased our customer’s view of our sales rep as a Strategic Partner in their IT initiatives

We are better able to act proactively to drive business with our customers

Session Feedback Let us know how we’re doing! Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories: Overall rating of the session Quality of content Strength of presentation delivery Relevance of the session to your organization We strive to improve, t hank you for filling out our survey. Additionally, please score each individual speaker on: Overall delivery of session

Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories:

Overall rating of the session

Quality of content

Strength of presentation delivery

Relevance of the session to your organization

Additionally, please score each individual speaker on:

Overall delivery of session

ROB LAMB Director, Customer Development [email_address] Kristen Chase Salesforce.com Administrator [email_address] Jay Thayer Principal Consultant [email_address] QUESTION & ANSWER SESSION