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S1 P008 Cameron 091907 Public Version

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Full session information and video available on successforce.com.

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  • 1. Managing Problem Clients Sales: Pipeline Basics Pat Cameron, Salesforce.com Mark A. Daley, Siemens Communications Lee Paries, Teradata, a NCR Company
  • 2. 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.
  • 3. Managing Problem Clients  What is a problem client?  Mis-set expectations  Product issues, support issues, billing issues, etc.  How do you respond?  Correct Infrastructure  Sales Strategy  Right Tools
  • 4. Enterprise Communications, LLC Mark A. Daley National Inside Sales Manager Mark.daley@siemens.com
  • 5. Corporate Overviews +160 year old German Industrial Conglomerate starting in the Communications business. • INDUSTRIES: Medical, Transportation, Building Technologies, etc. • EMPLOYEES: 480,000 (14K in Enterprise Com) • GEOGRAPHY: Global (+60 Countries, Enterprise Com) • # USERS: 58 in USA, Planned +400 (Enterprise Com USA) • PRODUCT(S) USED: Sales force Automation
  • 6. Sales…
  • 7. Challenges or the Enemy within….. The Sales Prevention Teams
  • 8. Brick & Mortar Company USA Stock Holders Government Labor A Business Ecosystem The Core Business Channel Sales Inside “Add Value” me s Sales sto er’ Customer’s r Core Supplier’s Manufacturing Cu tom Supply Chain Enterprise Direct Sales Competencies s Cu Potential Competing Customers Suppliers Core Business Competitors
  • 9. Customer & Sales Segmentation Global Dedicated Rep Federal Healthcare Named Accounts- Other Verticals Dedicated Reps Sales Specialist Inside Sales Region Enterprise Named Accounts Dedicated Reps SMB New Business Reps Installed Base Channels Channel Sales
  • 10. Segmentation within Salesforce Acme Supply
  • 11. Account Team Assigned
  • 12. Account Team Contacted
  • 13. AE
  • 14. Product Marketing Systems Engineer
  • 15. Account Team – Service Organization
  • 16. Customer Sat Survey’s
  • 17. Web Based – url link to Customer Sat 3
  • 18. Standard Survey Questions
  • 19. Value Discipline Model Product Excellence Customer Intimacy Operational Excellence
  • 20. Accounts Tab – Sending the Sales Manager a Task
  • 21. Opportunities Tab – Mail Merge with Outlook
  • 22. SOX Compliance…but make it easy for your AE’s
  • 23. Opportunities Tab – Order Entry
  • 24. Quoting tool integrated into Salesforce Future Enhancement 3 3 3 3 9
  • 25. Imagine a tool that could calculate commissions per deal…. A “What about me” Button! Widget A + Software + Labor + Sub Contractor + 3rd Party Products =‘s __$$$$___ in Commission.
  • 26. Unified Communications is here today! “IBM has joined forces with Siemens to turn its Lotus Sametime software into a product family that will include new telephony integration software”
  • 27. Unified Communications…. is OpenScape August 27, 2007 (Computerworld) -- IBM last week announced that it will license parts of Siemens AG’s OpenScape software to add unified communications capabilities to its Sametime instant messaging and webconferencing software.
  • 28. More… “OpenScape will let Sametime users manage communications across multiple telephone technologies, including cellular and voice over IP. It also will allow users to access calls through most applications, IBM said.”
  • 29. You have it today on the Appexchange! 8
  • 30. 3 min Demo of OpenScape w/Salesforce.com http://www.siemensenterprise.com/micro_openscape/comenabledappdemo.htm l
  • 31. Summary…  Most “Problem Clients” have miss-set expectations to begin with. Set expectations clearly.  Consider “Problem Clients” an opportunity for additional sales.. It’s not how you fix it, it’s how you react to it.  Can’t manage what you can’t measure. Cliché, yes…  Making your sales AE’s process easy, makes your customers buying experience easy.  Being a resource master, communication ninja albeit internal / external flattens out issues before they become issues.
  • 32. Lee Paries National Account Manager Lee.Paries@Teradata.com
  • 33. Teradata (www.teradata.com), a division of NCR Corporation, is the global technology leader in enterprise data warehousing, analytic applications and data warehousing services. Organizations around the world rely on the power of Teradata's award-winning solutions to get a single, integrated view of their business to enhance decision-making, customer relationships and profitability. • INDUSTRY: Software • EMPLOYEES: 5,300 • GEOGRAPHY: Global
  • 34. Key Ideas to Take Away:  Building a sales strategy to meet ever rising client expectations.  Proactively managing a client relationship to prevent the rise of the “problem client”.  Balancing client management activities while blowing- out sales and productivity goals.  Applying successful client management strategies internally, to excel beyond the rest of the best.
  • 35. Evolution 1991-2007 & The Human Element:  “Problems” Offer the Balance to Career Success • Sales goals, customer management, competition advantage • Problems are the opportunity to become more engaged  Accessibility, Immediacy & Action • Become the funnel of all activity, not the print on the company business card. • Tomorrow is only good enough if 2nd place is as well.  Communication, is not always a thumb exercise • Knowledge is the blanket of comfort to humans. • Communication is a 360 degree process.
  • 36. Moderated By: Pat Cameron Sr. Customer Success Manager Mark A. Daley National Inside Sales Manager Lee Paries National Account Manager
  • 37. Customer Hall of Fame Wh a t th e fa ns a re s a ying : “quot;Daley's team is leading the organization in terms of leveraging On Demand CRM to drive sales execution and profitable growth. He has created a platform for growth that would be the envy of any sales organization.quot; Mark Tavani Director - Global Alliances - Accenture Siemens Communications, Inc Mark A. Dale y Fame d S tatis tic s : Natio nal Ins ide S ale s Manag e r 100% Log in R a te Ente rpris e Co mmunic atio ns 1 C us tom Ta b s 15 C us tom Ob je c ts Cus to me r Apps Built: Quoting a pplic a tion, Ma rg in Ana lys is tool, Orde r E ntry P roce s s , S a rb a ne s Oxle y re pos itory. Me e t Me At: Want to REALLY understand Unified Communications? S a le s I, P ipe line B a s ic s – Managing Proble m Clie nts: Go to OpenScape on the AppExchange 9 -19 - 2007 (Wed) 9:00 A M