Small Business, Big Footprint
Support I: Becoming Customer Centric
Jim Martin, Senior Director, Sales Operations
Cyveillance Inc.
Ross Bauer, VP Product Development
PLUM Benefits
Moderated by Bryan Yeung, Associate Sales Engineer
Salesforce.com

Safe Harbor Statement
“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward-looking
statements including but not limited to statements regarding our expected future revenue, GAAP diluted earnings per
share, expected tax rate, anticipated shares outstanding, and concerning the potential market for our existing service
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, including our
Form 10-K for the fiscal year ended January 31, 2007. 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.

Cyveillance, Inc.
James L. Martin, Jr.
Senior Director, Sales Operations
jmartin@cyveillance.com

All About Cyveillance, Inc.
Since 1997, Cyveillance has taken a leadership role in protecting companies and
their customers from threats arising on the Internet. Cyveillance provides
security beyond the protection of IT environment components and toward
protection of the business itself.
• INDUSTRY: Internet Security and Cyber Intelligence
• EMPLOYEES: 100
• GEOGRAPHY: Global reach, main office Arlington, VA
• # USERS: 52
• PRODUCT(S) USED: SFA, Service & Support, 4 custom apps, 6 custom tabs

Cyveillance SalesForce Implementation
 Professional Version with 4 custom apps (compensation tracking,
service, sales and support) and 7 custom objects (commission
program, employee, incentive program, project, project case
connector)
 Initial deployment in 30 days, full customized implementation in 6
months
 27 Total SSS Users
 9 Front Line CSRs
 4 Escalation CSRs
 4 Management, 10 Operations
 Integrated with corporate website for lead management and
generation and customer information requests
 Transferred from corporate website customer contact data,
customer profile data; Pricing information imported from billing
system, contracts imported from contracts database

From white paper
request to lead, all
information from the
web request is
placed in a new
SalesForce lead

Custom Marketing Campaign
Management Object

Automated Detailed Customer
Configuration Information
Sent For Product Setup

Fully Integrated Case Management

External partner
ticket tracking and
full case history are
used by support to
perform customer
requests

Ross Bauer
VP/Product Development
rbauer@plumbenefits.com

Plum Benefits is a leading provider of employee perks program. They negotiate
and aggregate discounts to entertainment events (such as theater, sporting
events, concerts, etc) and make them available to corporate employees via
company-sponsored extranets.
We currently provide service to approximately 25,000 corporations in the US.
• INDUSTRY: Media & Entertainment
• EMPLOYEES: 40
• GEOGRAPHY: US
• # USERS: 40
• PRODUCT(S) USED: SFA, Service & Support, API, 3 downloaded
AppExchange applications

About Plum Benefits Implementation
 SFA, SSS, Marketing Automation, Extensive use of API
 Initial Rollout, 60 days
 3 dedicated reps fielding inbound phone, email and web
cases. 15 reps dedicated to outbound/proactive service
 Heavy integration with our web site
 Migrated 5-years of activity history from our previous CRM
system, Goldmine.

Plum Benefits Implementation Overview
Finance &
Salesforce
Accounting
Movement of
content from
Salesforce to
the web
Contact
t syncing
Tr
gm ac
M
nt kin
te g
on
C
Web Site
Call Center
Email
Distribution
14

Automating Repetitive Activities
 We use the web-to-lead and web-to-case functionality that
comes with Salesforce.com
 We also developed our own web-to-contact functionality
using Salesforce API:
 All contacts that register on our web site are employees of
corporations that already subscribe to our service
 We use email address domains (attached to the account level)
to validate new employee sign-ups on our web site
 The application is also used to de-dupe and to write (and in
some cases move) contacts into the correct Salesforce
accounts
15

Create User Profile
16

Organize and Empower Sales and Service Reps
 Content Management
 Empower account managers to sell more product by giving them direct
control/access to their clients’ offers as they appear on our web site
 Email Domain Management
 Control corporations’ access to our web site using email address
domains
 Store as custom object associated to account
 Any new employee registering on our web site must have an email
address that matches a domain stored in Salesforce
 Offer real-time customer support to Web Customers
 Empower service reps to solve typical web account problems in real-
time by integrating Salesforce with our web site user database (i.e.
password resets, problems registering)
17

Content
Management
18

19

Salesforce Web Site
20

Validating Email Domain
21

Providing Real-Time Web Site Service
22

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
Additionally, please score each individual speaker on:
Overall delivery of session
We strive to improve, thank you for filling out our survey.

Our Customer Panel
Moderated By:
Bryan Yeung
Associate Sales Engineer
salesforce.com
Jim Martin
Senior Director of Sales Operations
Ross Bauer
VP, Product Development