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S1 P003 S O L 091707



Full session information and video available on successforce.com.

Full session information and video available on successforce.com.



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S1 P003  S O L 091707 S1 P003 S O L 091707 Presentation Transcript

  • Expanding The Portfolio Track: Sales Pipeline Woodson Martin, Salesforce.com Matt Wilkinson, Stratavia Corporation Jason Masten, USA.Net, Inc.
  • 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.
  • Woodson Martin Vice President, Application Product Lines wmartin@salesforce.com
  • All About Salesforce.com Salesforce.com is the worldwide leader in on-demand customer relationship management (CRM) services. More companies trust their vital customer and sales data to salesforce.com than any other on-demand CRM company in the world. • INDUSTRY: Internet • EMPLOYEES: 2,500 • GEOGRAPHY: Global • # USERS: 2,500 • PRODUCT(S) USED: Oh, let me count the ways
  • The Road to a Multi-billion Dollar Company Our primary challenge is Contact Center growing beyond SFA SFA 3.5B Customer $14.0 Service $12.0 3.5B $10.0 $8.0 $6.0 Marketing $4.0 $2.0 $0.0 CY 2004 CY 2005 CY 2009 CRM growing at 5.7% CAGR Source: Gartner, Inc.
  • Our Vision Enterprise Success for everyone on-demand Mid-market Small Biz Sales Service Employees Partners Customers
  • When you are already growing at 65% . . . How do you focus your sales teams on new products? “all the best AE’s know they can achieve quota selling SFA alone” The Stick The Foam Pit? The Carrot
  • The Foam Pit of On-Demand Applications sales reps growing company kids birthday party How do you get a crowd of ____________ at a ______________ away noun plural noun main product new products from the ____________ and and focused on _______________. video games some exercise noun noun
  • A Winning Formula Plenty of Foam  Pipeline Machine Safety Precautions  Tools and Training Adult Supervision  Management Tools & Attention
  • Scaling the Sales Process Stratavia Corp. Matt Wilkinson Vice President, Worldwide Services mwilkinson@stratavia.com
  • Stratavia – Who We Are… Stratavia delivers IT Run Book Automation for the Fortune 1000. We provide clients with a powerful process and decision automation platform, Data Palette, which improves operational efficiency and lowers IT administration costs by focusing on standardization, automation and predictive analytics. Our customers rely on Data Palette to define, build and orchestrate standard operating procedures, and report on mission- critical IT operations. • INDUSTRY: IT Services and Run-Book Automation Software • EMPLOYEES: 110 • GEOGRAPHY: Global • PRODUCT(S) USED: SFA, Service & Support, Custom Engineering Support, 3 downloaded AppExchange applications (Time Tracking, Vertical Response, Software Defect/Enhancement Tracking)
  • Expanding our Portfolio  Grow revenue by up-selling managed services to existing product or service customers • Challenge: Must achieve high customer satisfaction through robust Sales and CRM processes • Status: Complete – obtained complete visibility for all sales and delivery process metrics. Metrics enable “transparent” delivery capability to gain customer trust. Enabled ITIL framework.  Grow revenue by cross-selling new products to existing customers • Challenge: Show the value of our product(s) when we deliver service to existing managed services customers • Status: Complete – Integrated our Data Palette product with Salesforce.com in order to demonstrate full product functionality
  • Key Challenge: Scaling the Sales Process  Business Challenges • Need sales processes to be scalable / measurable • Processes must be enforced • Need full workflow automation – regardless of product type • Cross-sell new products to existing customers • Up-sell managed services to existing product or service customers • Achieve overall customer profitability • Smoother Sales-to-Delivery handoff • Feedback on success from marketing and sales activities • Achieve full ITIL enablement • We needed to “measure everything”  Technology Challenges • Integration between systems • Salesforce technical proficiency
  • Results after Embracing Salesforce.com  What were the results? • Complete visibility into workloads of entire Stratavia teams • Complete views into campaign effectiveness • Cost per lead & Lead conversion rates • Customer knowledge repository • Full sales process enforcement and sales cycle analysis • Scalable model – ease of use, ease of customization • Immediate increase in customer satisfaction • Full transparency of support details to our customers • Dashboards, reports, web portal • ITIL is enabled, OMM in place • Increased communication/coordination between teams – customer-to- DBA, user-to-engineering, peer-to-peer • Full customer activity history
  • USA.NET Jason Masten Vice President, Sales Jason.Matsen@corpx.usa.net
  • All About USA.NET USA.NET is the recognized leader in email on demand services provided on a SaaS subscription model to SMB and enterprise clients. Based in Denver, CO, USA.NET offers a complete end to end solution including assessment, integration, migration, hosting, customer care, R&D, and a comprehensive suite of high value-added enhanced services. With over 750,000 seats under management, customers include United Airlines, Farmers Insurance, Century 21, Coldwell Banker, HOK, Intertek, Adecco, HOK, UHY Advisors and Swett & Crawford • INDUSTRY: Hosted email services • EMPLOYEES: 90 • GEOGRAPHY: Global • # USERS: 81 • PRODUCT(S) USED: Enterprise Edition, SFA, Marketing Automation, Apex API for Integration
  • USA.NET Hosted MS Exchange Services Expanding the Service Portfolio - It’s All About The ARPU • SaaS Model – Imperative to grow ARPU • Position services for when customers are ready to buy • New services matched to need within customer base • Future needs / requirements are captured in Salesforce upon initial booking • Future needs / requirements are mapped to service roadmap and tagged with launch dates in Salesforce • Salesforce “triggers” set on customer opportunity • Feedback loop to Service Development, Marketing and Customer Support on success of new launch
  • USA.NET Hosted MS Exchange Services Expanding the Service Portfolio - Increasing ARPU through an acquisition  USA.NET was acquired by Perimeter Internetworking in August, 2007  Strong cross sell opportunity  Both companies user SFDC – makes integration seamless  Additional products and services now available to USA.NET clients  Simple, quantifiable, repeatable process through Salesforce to roll out services to reps, clients, prospects, etc  Able to prioritize/optimize cross selling efforts
  • USA.NET – Expanding the Portfolio Suite with Salesforce Summary  ARPU Growth = Visibility through SFDC  Able to prioritize / optimize cross selling efforts  Push service offerings to clients in position to buy  Tangible, measurable results  Consistent “business intelligence” available to all teams
  • 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.
  • Moderated By: Jonathan Sol Customer Success Manager Salesforce.com Woodson Martin Vice President, Product Management Matt Wilkinson Vice President, Worldwide Services Jason Masten Vice President, Sales