0 to 60 in 45 Days: Implementation Best Practices Rafael Contreras, Salesforce.com Mike Kennedy, Superior Access Insurance Services Tess Amolsch, Educational Testing Service Inc. Track: New System Administrators

Safe Harbor Statement “ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves 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. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; 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 CRM service; 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, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor . Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make purchase decisions based upon features that are currently available. 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 the achievement of which involves 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. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; 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 CRM service; 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, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor .

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

Agenda Salesforce.com Implementation Best Practices Implementation Team Customize Clean Data Adoption Next Steps Superior Access Insurance Implementation Challenges, Solutions and Results Educational Testing Service Implementation Implementation Strategy, Keys to Success, and Screenshots

Salesforce.com Implementation Best Practices

Implementation Team

Customize

Clean Data

Adoption

Next Steps

Superior Access Insurance Implementation

Challenges, Solutions and Results

Educational Testing Service Implementation

Implementation Strategy, Keys to Success, and Screenshots

Implementation Best Practices ROI Time Go Live ~ 12 Months Risk 27 month Breakeven Time Go Live ~ 6 Weeks Value to Customer Source: Gartner, Customer Surveys Risk Client/Server Software ROI 6 month Breakeven

Implementation Team Executive Sponsorship CRM Champion Steering Committee Stakeholder Involvement Salesforce Administrator Understands Business Process Salesforce Developer (If Needed) I.T. or Professional Services

Executive Sponsorship

CRM Champion

Steering Committee

Stakeholder Involvement

Salesforce Administrator

Understands Business Process

Salesforce Developer (If Needed)

I.T. or Professional Services

Customize the Application Before You Begin Self-Implementation / Professional Services Business Process Review Understand Salesforce Terminology AppExchange Model Salesforce to Your Business Leads Contacts Accounts Opportunities Custom Objects Qualified? Win? Qualify Lead Lead Assignment Check for Duplicates Work Lead & Adjust Lead Status Sales Cycle Marketing Campaign Lead Capture Active Customer Lead Conversion

Before You Begin

Self-Implementation / Professional Services

Business Process Review

Understand Salesforce Terminology

AppExchange

Model Salesforce to Your Business

Leads

Contacts

Accounts

Opportunities

Custom Objects

Data Cleansing Data De-Duplication Manual 3 rd Party Prof. Services Standardize Field Responses i.e. S.F., San Francisco, Frisco, “The City”

Data De-Duplication

Manual

3 rd Party

Prof. Services

Standardize Field Responses

i.e. S.F., San Francisco, Frisco, “The City”

Training Reports and Dashboards Homepage Carrot and the Stick “ If It’s Not in Salesforce, It Doesn’t Exist” User Adoption

Training

Reports and Dashboards

Homepage

Carrot and the Stick

“ If It’s Not in Salesforce,

It Doesn’t Exist”

Next Steps – Beyond the Rollout Phased Deployment Evaluate Phase I Phase II and III Re-Visit Implementation Project List AppExchange Expand Usage 360º Customer Visibility

Phased Deployment

Evaluate Phase I

Phase II and III

Re-Visit Implementation Project List

AppExchange

Expand Usage

360º Customer Visibility

MIKE KENNEDY DIRECTOR OF MARKETING [email_address]

Company Introduction Principal leader in Property & Casualty Insurance distribution services Early adopter and innovator of web-based quoting systems 10 + years operating history US domestic organization with more than 4000 subscribers and 70 insurance carriers $13 Million Annual Revenue INDUSTRY: Insurance EMPLOYEES: 120 GEOGRAPHY: US Domestic PRODUCT(S) USED: SFA, Service & Support, 3 downloaded AppExchange applications # USERS: 40

Principal leader in Property & Casualty Insurance distribution services

Early adopter and innovator of web-based quoting systems

10 + years operating history

US domestic organization with more than 4000 subscribers and 70 insurance carriers

$13 Million Annual Revenue

Superior Access Case Study – Key Challenges Business Challenge Need to better understand & manage the community of stakeholders Approach with Internal business operations did not match product development Technology Challenge Lack of core business support & management system No confidence in reporting Inefficiency across all corporate functions No ability to scale the organization Reduced revenue

Business Challenge

Need to better understand & manage the community of stakeholders

Approach with Internal business operations did not match product development

Technology Challenge

Lack of core business support & management system

No confidence in reporting

Inefficiency across all corporate functions

No ability to scale the organization

Reduced revenue

Superior Access Case Study – The Solution How did we address the challenges? Determined need for CRM Focus Developed a customer –focused strategy Identified existing data and org knowledge and developed a plan to capture the missing pieces Selected an integrated, fast implementation approach SalesForce as Core with ExactTarget, Google AdWords, & WebEx 40 Users Integration points – AppExchange implementation tools Training – Introduction of system with new business processes Business Units affected – Sales, Marketing, Operations, Customer Care Ongoing improvements – Data Management, creation of EDW DEPLOYMENT DETAILS

How did we address the challenges?

Determined need for CRM Focus

Developed a customer –focused strategy

Identified existing data and org knowledge and developed a plan to capture the missing pieces

Selected an integrated, fast implementation approach

SalesForce as Core with ExactTarget, Google AdWords, & WebEx

40 Users

Integration points – AppExchange implementation tools

Training – Introduction of system with new business processes

Business Units affected – Sales, Marketing, Operations, Customer Care

Ongoing improvements – Data Management, creation of EDW

Superior Access Case Study – The Solution Superior Access Project Plan? ID the implementation team ID stakeholder relationships ID organizational business needs (Sales, Marketing & Beyond) Managed to a 60 day implementation timeline Delivered prototype within 15 days so team could correlate system to process Developed training materials during Q/A testing Initial deployment to Sales & Marketing within 43 days May 15, 2006 May 31, 2006 June 16, 2006 June 30, 2006 July 17, 2006

Superior Access Project Plan?

ID the implementation team

ID stakeholder relationships

ID organizational business needs (Sales, Marketing & Beyond)

Managed to a 60 day implementation timeline

Delivered prototype within 15 days so team could correlate system to process

Developed training materials during Q/A testing

Initial deployment to Sales & Marketing within 43 days

Superior Access Case Study – Results What were the results? Went from manual tracking and reporting with custom databases to a centralized and integrated system Sales process cycle went from 3 days to 3 hours, internal processing of agreements and regulatory checks was improved through the elimination of 6 process steps Immediate user adoption through the operational groups and ability to track clients through a single source system Monthly releases ongoing to address needs of the other business units

What were the results?

Went from manual tracking and reporting with custom databases to a centralized and integrated system

Sales process cycle went from 3 days to 3 hours, internal processing of agreements and regulatory checks was improved through the elimination of 6 process steps

Immediate user adoption through the operational groups and ability to track clients through a single source system

Monthly releases ongoing to address needs of the other business units

TESS ERB AMOLSCH DIRECTOR, SALES OPERATIONS Educational Testing Service [email_address]

Educational Testing Service Non-profit organization providing a range of educational products and services to advance learning worldwide. Inside sales reps, field sales reps, external sales vendors, sales consultants nationwide INDUSTRY: Education EMPLOYEES: 2,800 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support, AppExchange applications, Appforce # USERS: 150

Non-profit organization providing a range of educational products and services to advance learning worldwide.

Inside sales reps, field sales reps, external sales vendors, sales consultants nationwide

Implementation Strategy – 10 Weeks Who Team of 3, non-IT SFDC Professional Services Team Sales Execs, Managers, Reps, and Marketing IT and data resources – on call What Business process review Total custom configuration Legacy data clean-up and import Weekend cutover to SFDC

Who

Team of 3, non-IT

SFDC Professional Services Team

Sales Execs, Managers, Reps, and Marketing

IT and data resources – on call

What

Business process review

Total custom configuration

Legacy data clean-up and import

Weekend cutover to SFDC

Data Quality How did we address the challenges? Third party de-dupe Criteria for determining relevant data Transfer only relevant data Batch imports: legacy and vendor data

How did we address the challenges?

Third party de-dupe

Criteria for determining relevant data

Transfer only relevant data

Batch imports: legacy and vendor data

Training Strategy SFDC online training and tutorials prerequisite/mandated Weekend cutover to SFDC Concurrent hands-on nationwide sales training Sales vendor training Fully functional post training Continuous refresher and advanced training via Live Meeting

SFDC online training and tutorials prerequisite/mandated

Weekend cutover to SFDC

Concurrent hands-on nationwide sales training

Sales vendor training

Fully functional post training

Continuous refresher and advanced training via Live Meeting

Beyond Implementation Expansion Finance – Forecasting, Reporting, and Billing Account Management – Logging Contracts and Cases Client Services – Assets, AppExchange: expense reports Marketing – Web-to-Lead, Eloqua integration, campaign management

Expansion

Finance – Forecasting, Reporting, and Billing

Account Management – Logging Contracts and Cases

Client Services – Assets, AppExchange: expense reports

Marketing – Web-to-Lead, Eloqua integration, campaign management

Keys to Success Recommendations Successforce.com! SFDC Professional Services Team Senior Leadership buy in Dedicated staff for transition Weekly team meetings Detailed project plan Access to third party resources CSM!

Recommendations

Successforce.com!

SFDC Professional Services Team

Senior Leadership buy in

Dedicated staff for transition

Weekly team meetings

Detailed project plan

Access to third party resources

CSM!

Account Customization

Custom Tabs

App Exchange

Campaign Management

SuccessForce.com Best Practice Website User Guides, Presentations, and Demonstrations

Best Practice Website

User Guides, Presentations, and Demonstrations

Summary Salesforce.com Recommended Best Practices Superior Access Insurance Deployed to Sales, Marketing, Operations, Customer Care Phase 1 Implemented in 43 days Educational Testing Service 3 Person Implementation Team Deployed in 10 Weeks Concurrent Nationwide Training

Salesforce.com Recommended Best Practices

Superior Access Insurance

Deployed to Sales, Marketing, Operations, Customer Care

Phase 1 Implemented in 43 days

Educational Testing Service

3 Person Implementation Team

Deployed in 10 Weeks

Concurrent Nationwide Training

Tracks and Sessions – Additional Information New Administrator Track Data Data Data: How to Minimize Data Duplication Tuesday, October 10, 11:30 AM Meet Salesforce, Your New Employee Tuesday, October 10, 12:45 PM Easy Adoption: Making Salesforce a Rep's Best Friend Wednesday, October 11, 9:00 AM

New Administrator Track

Data Data Data: How to Minimize Data Duplication

Tuesday, October 10, 11:30 AM

Meet Salesforce, Your New Employee

Tuesday, October 10, 12:45 PM

Easy Adoption: Making Salesforce a Rep's Best Friend

Wednesday, October 11, 9:00 AM

RAFAEL CONTRERAS Customer Success Manager MIKE KENNEDY Director of Marketing TESS AMOLSCH Director, Sales Operations QUESTION & ANSWER SESSION

Session Feedback Let us know how we’re doing! Please score the session from 5 to 1 (5=excellent,1=needs improvement) on the following categories: Overall rating of the session Quality of content Strength of presentation delivery Relevance of the session to your organization Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 102, #### For example, “ Session 123, 5555 ” Session ID: 102 Session ID # Scores for 4 categories SMS Voting powered by:

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

Overall rating of the session

Quality of content

Strength of presentation delivery

Relevance of the session to your organization

Project Team Kickoff Meeting Model Salesforce.com to Your Business Identify Your Project Team Business Process Review Take Online Training Greenlight Your Implementation Plan Send Kickoff Email Activate All Your Users Implement Change Requests Monitor and Improve Adoption and Data Quality Gather Feedback, Prioritize New Features and Change Requests Develop an Ongoing Training Program Provision Key Materials (Documents, Email Templates, Mail Merge) Build Dashboards for Your Team (Key Business Metrics, Leaderboard, Competitive Analysis) Manage to the Application (If It’s Not In Salesforce It Doesn’t Exist) Reiterate Business Value and Promote Adoption amongst Managers and Executives Build Your Personal Reports and Dashboards Build Your Email Templates Install Outlook Edition Send Monthly Newsletter to Your Users and Execs Evaluate Partner Applications and AppExchange Components Adoption Dashboards Go Live with Salesforce.com Kickoff Meeting Meet Regularly with Your Administrator and Project Team to See Where They Need Support Website Integration Best Practice Presentations Post Questions to the Discussion Boards Custom Fields and Page Layouts Processes and Workflow Rules Users and Roles Migrate Your Data Rollout New Features and Custom Apps Manage Users, Roles, Profiles, and Groups Take Online Training In Person Training Online Help, Training, Support Leverage Online Help and Best Practice Resources Leverage Successforce.com and Local User Groups Receive Kickoff Email 100% Adoption Successforce Implementation Map This map outlines tasks and milestones associated with a Successful CRM Rollout. You can edit the map, adjusting dates and individual tasks for your implementation. For more detailed information, visit Successforce.com and search on the key words below. Explore the AppExchange Developer Network Take Online or In Person Training Take Online Training Best Practice Presentations Integrate Salesforce with Your Other Business Systems Find New Integration Points and Build Custom Apps Build Custom Apps and Advanced Website Integration Leverage AppExchange Developer Network Take Online or In Person Training Guide the Project Team and Enforce Project Deadlines Measurable Productivity Gains Increased Revenue Improved Customer Satisfaction Validate Data and Customizations Managers and Executives IT and Developers Project Team Salesforce Administrator End Users Executive Sponsor Successforce Professional Services Week 1 Week 2 Week 5 Week 6 Week 3 Week 4