How to Effectively Leverage the AppExchange Amit Saxena, salesforce.com Rob Lamb, Clickability Michael Kostow, Ingres Track: Sales - Operations and Performance

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.

Key Takeaways Learn from AppExchange stories from customer How to effectively leverage the AppExchange for Sales Operations applications Must know AppExchange Apps for Sales Operations and Performance Best Practice: 5 Step process for evaluating and implementing AppExchange application

Learn from AppExchange stories from customer

How to effectively leverage the AppExchange for Sales Operations applications

Must know AppExchange Apps for Sales Operations and Performance

Best Practice: 5 Step process for evaluating and implementing AppExchange application

“ I learned so much at Dreamforce, and I think our biggest problem now is figuring out what we want to do next. You know, of all the different options, which ones will we roll out first?” - Segway

Agenda AppExchange? Case Study – Electronic Contract Management Case Study – On-demand Sales Analytics Navigating your way on AppExchange Directory Killer Apps you MUST know Best Practice Q&A

AppExchange?

Case Study – Electronic Contract Management

Case Study – On-demand Sales Analytics

Navigating your way on AppExchange Directory

Killer Apps you MUST know

Best Practice

Q&A

What is the AppExchange? Your One-Stop Shop for Business Applications Find Evaluate Install & Deploy Learn Maximize the value of your CRM investment Come fully pre-integrated with Salesforce CRM and the Force.com Extend the same on-demand success to other departments and functions

Maximize the value of your CRM investment

Come fully pre-integrated with Salesforce CRM and the Force.com

Extend the same on-demand success to other departments and functions

Customer Installs to Date 31,500+ Customers Love the AppExchange

Why is Everyone So Excited? 700+ Applications 13 Application Categories 13 Industry Verticals 35,000+ Developers With AppExchange, we can immediately begin test driving and installing new applications to leverage the best ideas and new development without reinventing the wheel . — Jan LaHayne CIO, Littelfuse Top Ten Innovations of 2006 – Forbes Magazine

Use of Salesforce Has Evolved How AppExchange Fits with the Platform and CRM 2 World’s first multi-tenant language & development platform 3 World’s on-demand applications marketplace 1 World’s most trusted enterprise CRM

What Opportunities Does The AppExchange Present? Email Marketing Integrated Telephony Data Quality Configuration Tools IT & Operations Human Resources Finance & Administration R&D Pre-sales Processes Sales and Marketing Productivity Vertical Expertise Post-sales Business Processes Pre-Integrated Solutions Automate More Business Processes Extended CRM

Email Marketing

Integrated Telephony

Data Quality

Configuration Tools

IT & Operations

Human Resources

Finance & Administration

R&D

Pre-sales Processes

Sales and Marketing Productivity

Vertical Expertise

Post-sales Business Processes

Rob Lamb Director, Customer and Partner Development [email_address] Case Study 1: Electronic Contract Management

INDUSTRY : Media/Marketing/Software EMPLOYEES : 40 GEOGRAPHY : US / EMEA # USERS : 38 (100% Login Rate) PRODUCT(S) USED : SFA, Service & Support, AppEx Recruiting, EchoSign Clickability is an 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 : SFA, Service & Support, AppEx Recruiting, EchoSign

Key Points Identifying Potential Business Leverage Points Solution Overview Implementation Strategies and Results

Identifying Potential Business Leverage Points

Solution Overview

Implementation Strategies and Results

Identifying Sales Process Opportunity Sales Process Opportunities are generally the result of the identification of a current bottleneck and are in response to pain. Predicting and preparing for a business tipping point is much cheaper and less painful than waiting for it. Don’t build a process for where you are. Build a process for where you want to be.

Sales Process Opportunities are generally the result of the identification of a current bottleneck and are in response to pain.

Predicting and preparing for a business tipping point is much cheaper and less painful than waiting for it.

Don’t build a process for where you are. Build a process for where you want to be.

Contract Management – Key Challenges 3 Key Challenges to our business Control Workflow /Accountability Improved Customer Experience #1 Goal is close more business

3 Key Challenges to our business

Control

Workflow /Accountability

Improved Customer Experience

#1 Goal is close more business

EchoSign – EchoSign for Salesforce.com Kathy Lord, Vice President of Sales, Intacct says: “ A Must for Any Sales 2.0 Organization -- EchoSign is an absolute must for any sales team looking to survive in a Sales 2.0 world. After our initial roll-out, our time to signature went from days to just minutes. Even more surprisingly our reps and services team have embraced it like fish to water. Additionally, our order management is now completely digital and almost 100% automated.” Solution Highlight Complete signature automation within Salesforce.com View contract history Signed contracts saved with opportunity or contact Accelerate the sales process Track every deal in real-time access Decrease post-sale administration Improve customer signing experience Close deals faster! What the customers are saying: Implementation Statistics: # of customers: 400 customers; 100,000 users Avg. implementation time: 1 hour Want to learn more? Check out Partner pavilion.

Solution Highlight

Complete signature automation within Salesforce.com

View contract history

Signed contracts saved with opportunity or contact

Accelerate the sales process

Track every deal in real-time access

Decrease post-sale administration

Improve customer signing experience

Close deals faster!

Why EchoSign? Integrated contract signature management insides Salesforce.com Contracts sent out from Salesforce.com Contracts stored with Opportunity or Contact Accelerates the Sales Process Track Every Deal in Real time Delivers accurate forecasts Decrease post sale administration AppExchange certified with positive reviews

Integrated contract signature management insides Salesforce.com

Contracts sent out from Salesforce.com

Contracts stored with Opportunity or Contact

Accelerates the Sales Process

Track Every Deal in Real time

Delivers accurate forecasts

Decrease post sale administration

AppExchange certified with positive reviews

EchoSign: Seamless Integration with Salesforce.com

Key Value: Control All Contracts PDF format. Universal and Operating System Independent Avoid Office 95, 97, XP, etc. ReadOnly Removes risk of intentional or unintentional contract modification Email Authentication & Password Protection Completely secure

All Contracts PDF format.

Universal and Operating System Independent

Avoid Office 95, 97, XP, etc.

ReadOnly

Removes risk of intentional or unintentional contract modification

Email Authentication & Password Protection

Completely secure

Key Value: Workflow / Accountability Supports existing workflow/business process Not changing flow, just effectiveness Contracts stored within SFDC opps All parties involved automatically notified throughout Reminders of contract tasks Auto send of executed contracts (Sorry FedEx) Visibility Immediate access of authorized to see status of contracts Sales can sell not provide updates

Supports existing workflow/business process

Not changing flow, just effectiveness

Contracts stored within SFDC opps

All parties involved automatically notified throughout

Reminders of contract tasks

Auto send of executed contracts (Sorry FedEx)

Visibility

Immediate access of authorized to see status of contracts

Sales can sell not provide updates

Key Value: Improved Customer Experience “ The first fax machine was invented by Scottish mechanic and inventor Alexander Bain. In 1843 , Alexander Bain received a British patent for “improvements in producing and regulating electric currents and improvements in timepieces and in electric printing and signal telegraphs”, in laymen's terms a fax machine.” Today we are NOT going to party like its 1843 If your product is moving to the next level so should the processes that support it. (Is there paper in the fax?) I-Phone Bills, Online Banking

“ The first fax machine was invented by Scottish mechanic and inventor Alexander Bain. In 1843 , Alexander Bain received a British patent for “improvements in producing and regulating electric currents and improvements in timepieces and in electric printing and signal telegraphs”, in laymen's terms a fax machine.”

Today we are NOT going to party like its 1843

If your product is moving to the next level so should the processes that support it. (Is there paper in the fax?)

I-Phone Bills, Online Banking

Implementation and Results Planning Illustrate and Involve Resistance to change Sticks, Carrots or Value Speed 11 Minute Contract Turnaround 5 Days can make a difference Savings Time – End of Quarter Fax Watch Resources – Paper

Planning

Illustrate and Involve

Resistance to change

Sticks, Carrots or Value

Speed

11 Minute Contract Turnaround

5 Days can make a difference

Savings

Time – End of Quarter Fax Watch

Resources – Paper

Michael Kostow VP, Business Operations [email_address] Case Study 2: On-demand Sales Analytics

INDUSTRY : Software EMPLOYEES : 275 GEOGRAPHY : Global # USERS : ~120 PRODUCT(S) USED : Salesforce.com SFA, Intacct, LucidEra Ingres Corporation is the world’s leading provider of business open source services and solutions for companies of all sizes. Ingres Corporation offers a product family of enterprise-class, highly scalable databases and tools that are currently being used by more than 10,000 major global customers and partners.

INDUSTRY : Software

EMPLOYEES : 275

GEOGRAPHY : Global

# USERS : ~120

PRODUCT(S) USED : Salesforce.com SFA, Intacct, LucidEra

Ingres Corporation – Key Challenges Business Challenges Global business/limited resources – operating in over 20 countries Inherited customer base with limited information No 360 degree view of our customer Technology Challenges Implementation and integration between SaaS systems No consolidation point between Intacct and Salesforce Global phased roll-out

Business Challenges

Global business/limited resources – operating in over 20 countries

Inherited customer base with limited information

No 360 degree view of our customer

Technology Challenges

Implementation and integration between SaaS systems

No consolidation point between Intacct and Salesforce

Global phased roll-out

Ingres Corporation – The Solution How did we address these challenges? Full SaaS solution – Salesforce, Intacct, LucidEra 360 degree customer view using LucidEra as the consolidation point between Intacct and Salesforce Manage the business via dashboards for all key metrics

How did we address these challenges?

Full SaaS solution – Salesforce, Intacct, LucidEra

360 degree customer view using LucidEra as the consolidation point between Intacct and Salesforce

Manage the business via dashboards for all key metrics

LucidEra – Revenue Cycle Analysis Solution Highlight Visibility across systems Integration with financial data Focused analytics – answers, not static reports Simplicity of design (drag and drop interface) AJAX rich-client experience Fast implementation time BI platform (vision beyond CRM) What the customer are saying: Implementation Statistics: # of deployments: 20+ Avg. Implementation Time: 30 days Other Solutions: Sales Analysis (SFDC + Excel data analysis) Want to learn more? Check out Partner pavilion. “ LucidEra really simplifies the overhead required of IT when rolling out a BI solution.” - Blackduck “ LucidEra has transformed how we do analysis in our business.” - Vertical Response

Solution Highlight

Visibility across systems

Integration with financial data

Focused analytics – answers, not static reports

Simplicity of design (drag and drop interface)

AJAX rich-client experience

Fast implementation time

BI platform (vision beyond CRM)

Other Solutions:

Sales Analysis (SFDC + Excel data analysis)

INGRES Sales Operations Applications

LucidEra Dashboards Opportunity Name from Salesforce.com Opportunity Amount from Intacct

LucidEra Dashboards, cont.

Why LucidEra? SaaS solution consistent with our corporate strategy Integration to Salesforce & Intacct Ability to use Excel in conjunction with apps Budget, quotas, and other data in spreadsheets can be integrated User friendly analysis Dynamic slice and dice interface AppExchange certified with positive reviews

SaaS solution consistent with our corporate strategy

Integration to Salesforce & Intacct

Ability to use Excel in conjunction with apps

Budget, quotas, and other data in spreadsheets can be integrated

User friendly analysis

Dynamic slice and dice interface

AppExchange certified with positive reviews

LucidEra Implementation Phase 1 (Live) Intacct – Live in US – using LucidEra to consolidate pipeline between Intacct “sales orders” and Salesforce “opportunity products” Using LucidEra to provide full year history consolidating Intacct “sales orders” and “opportunity product” details

Phase 1 (Live)

Intacct – Live in US – using LucidEra to consolidate pipeline between Intacct “sales orders” and Salesforce “opportunity products”

Using LucidEra to provide full year history consolidating Intacct “sales orders” and “opportunity product” details

LucidEra Next Steps Phase 2 Global rollout Consolidation of Intacct/Salesforce/2008 budget via Excel Executive dashboards capturing key metrics including: Pipeline Booked Business – Actual/Quota Revenue – Actual/Forecast Costs – Actual/Forecast Detail by Customer

Phase 2

Global rollout

Consolidation of Intacct/Salesforce/2008 budget via Excel

Executive dashboards capturing key metrics including:

Pipeline

Booked Business – Actual/Quota

Revenue – Actual/Forecast

Costs – Actual/Forecast

Detail by Customer

Navigating your way on AppExchange Directory

AppExchange Kick-off AppExchange 101 Webinar AppExchange Essentials Customer Success Top 10 Applications RSS Feeds/Blogs How do I get to THESE?

AppExchange 101 Webinar

AppExchange Essentials

Customer Success

Top 10 Applications

RSS Feeds/Blogs

AppExchange for Sales: Operations and Performance Key Categories Compensation and Performance Management Contract Management Forecasting Quoting and Orders Other (Collaboration) Free Sales Components How do I get to HERE on AppExchange?

Key Categories

Compensation and Performance Management

Contract Management

Forecasting

Quoting and Orders

Other (Collaboration)

Free Sales Components

Killer Apps for Sales Operations

Killer Apps for Sales Operations Compensation Management Contract Management Collaboration Data Quality

Compensation Management

Contract Management

Collaboration

Data Quality

Killer Apps for Sales Operations Quoting and Orders Sales Analytics Forecasting

Quoting and Orders

Sales Analytics

Forecasting

AppExchange App Implementation Best practice Compile Top 3 pain points/ideas Existing monthly sales meetings etc Identify Actors Research on AppExchange Test Drive / Demo Shortlist Apps/ components Negotiate contract Customize the application Train users Deploy application Reports and adoption dashboards Reward top users Write review Work with Administrator Install on Sandbox Download Apps to Production Deploy to Pilot users Identify Needs Rollout Pilot Research on AppExchange Measure Adoption

Compile Top 3 pain points/ideas

Existing monthly sales meetings etc

Identify Actors

Research on AppExchange

Test Drive / Demo

Shortlist Apps/ components

Negotiate contract

Customize the application

Train users

Deploy application

Reports and adoption dashboards

Reward top users

Write review

Work with Administrator

Install on Sandbox

Download Apps to Production

Deploy to Pilot users

More Ways to Experience 1. AppExchange Gateway Your portal to 200+ partner booths Let our staff help you navigate! Booth 301 in the Expo Hall 2. AppConnection Game Show Find the app of your dreams! Play or watch to win fabulous prizes. Demo Theatre, M12:30pm & T2:30pm 3. Demo Stations Let our experts show you how easy it is to find, try, and install apps SE Corner of Campground 4. Seven Other AppExchange Sessions See Conference Guide 1. 2. 3. EXPO HALL CAMPGROUND

ROB LAMB Director, Customer Development MICHAEL KOSTOW VP, Business Operations AMIT SAXENA Sr. Manager, Business Operations QUESTION & ANSWER SESSION salesforce.com

Seed Questions How do I get to AppExchange? Do I need a login? Can anyone download an App? What is AppExchange Certified application? How do find all Sales Ops applications? Can I start with trial before purchasing? What methodology should I use for AppExchange application implementation? Can I share my thoughts/discuss with other users? How are rating driven? I have my own app/widget, how can I share with others? Can I uninstall an AppExchange app?

How do I get to AppExchange? Do I need a login?

Can anyone download an App?

What is AppExchange Certified application?

How do find all Sales Ops applications?

Can I start with trial before purchasing?

What methodology should I use for AppExchange application implementation?

Can I share my thoughts/discuss with other users?

How are rating driven?

I have my own app/widget, how can I share with others?

Can I uninstall an AppExchange app?

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

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Additionally, please score each individual speaker on:

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