Quote Management Made Easy Through Salesforce and the AppExchange Harpreet Ahluwalia, Salesforce.com Kevin McHugh, Symbol Technologies, Inc. Benjamin Taft, Foundry Networks, Inc. Ryan Borders, PlantCML Track: Sales Executives

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“ 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.

Common Quoting Challenges Customer Experience Product Complexity Configurable products Multiple channels Pricing variations Global divisions Sales Efficiency Disconnected sales tools Manual approvals Poor pipeline visibility Ease of doing business Proposal accuracy Branding Results… Lost Sales Opportunities High Cost of Sales Fragmented Customer Data Margin Erosion Inaccurate Forecasts Inaccurate Orders “ I have a problem” “ I don’t have a solution”

Configurable products

Multiple channels

Pricing variations

Global divisions

Disconnected sales tools

Manual approvals

Poor pipeline visibility

Ease of doing business

Proposal accuracy

Branding

Lost Sales Opportunities

High Cost of Sales

Fragmented Customer Data

Margin Erosion

Inaccurate Forecasts

Inaccurate Orders

Quote Management with Salesforce and AppExchange Identify critical quoting functions – configuration, pricing, approvals, proposal generation, offline capability, channel enablement, online storefronts Find the right solution – 17 pre-integrated quoting solutions on AppExchange, including 1 from salesforce.com or build your own using the AppExchange platform Ensure 2-way integration with salesforce.com – for efficient opportunity management and accurate forecasting Integrate with ERP systems - for back-office productivity Opportunity Quote Quote Quote Quote Order Forecast

Identify critical quoting functions – configuration, pricing, approvals, proposal generation, offline capability, channel enablement, online storefronts

Find the right solution – 17 pre-integrated quoting solutions on AppExchange, including 1 from salesforce.com or build your own using the AppExchange platform

Ensure 2-way integration with salesforce.com – for efficient opportunity management and accurate forecasting

Integrate with ERP systems - for back-office productivity

Kevin P. McHugh Director, Worldwide Sales Operations [email_address]

Symbol Technologies Founded in 1975 Leading Mobile Computing and Barcode Scanner Manufacturer Over 900 Patents in Wireless, Mobile Computing and Scanning Technology Worldwide Operations in over 50 Countries Highly Channel Centric with Over 10,000 Partners INDUSTRY: Manufacturing EMPLOYEES: 5,000 GEOGRAPHY: Global PRODUCT(S) USED: Sales Force Automation, AppExchange API, Briefcase Client, MS Outlook Client, MS Office Client and Sandbox # USERS: 900

Founded in 1975

Leading Mobile Computing and Barcode Scanner Manufacturer

Over 900 Patents in Wireless, Mobile Computing and Scanning Technology

Worldwide Operations in over 50 Countries

Highly Channel Centric with Over 10,000 Partners

Key Challenges with Previous CRM System Business Challenge Unintuitive User Interface Account Manager Administration Time Excessive Poor Forecast Visibility Tool Very Inflexible Competing Stakeholders Technology Challenge Slow Response Times Multiple Integration Points Loss in Field Productivity Moderate Adoption in Field Forecasts not Accurate

Business Challenge

Unintuitive User Interface

Account Manager Administration Time Excessive

Poor Forecast Visibility

Tool Very Inflexible

Competing Stakeholders

Technology Challenge

Slow Response Times

Multiple Integration Points

Loss in Field Productivity

Moderate Adoption in Field

Forecasts not Accurate

Symbol CRM – The Solution How did we address the challenges? Symbol CRM: Two Applications that are Tightly Integrated salesforce.com: Fast, Flexible and Intuitive for Field Sales – Out of the Box Comergent: Custom and Very Controlled for Sales Finance Address Core Requirements only in Phase One Opportunity Management Forecasting Real Time Reporting Quotations Deals Desk Approval Integrate with SAP ERP, SAP Business Warehouse and Siebel PRM Systems Proof of Concept August 2005 Project Start November 2005 APAC Pilot in January 2006 May 2006: Worldwide Deployment completed in 6 months 900 Users Integrations: Comergent, SAP, Siebel High Touch Field Training Key Stakeholders: Field Sales and Sales Finance Futures: Mobile PDA, Campaign/Lead, Case Integration DEPLOYMENT DETAILS

How did we address the challenges?

Symbol CRM: Two Applications that are Tightly Integrated

salesforce.com: Fast, Flexible and Intuitive for Field Sales – Out of the Box

Comergent: Custom and Very Controlled for Sales Finance

Address Core Requirements only in Phase One

Opportunity Management

Forecasting

Real Time Reporting

Quotations

Deals Desk Approval

Integrate with SAP ERP, SAP Business Warehouse and Siebel PRM Systems

Proof of Concept August 2005

Project Start November 2005

APAC Pilot in January 2006

May 2006: Worldwide Deployment completed in 6 months

900 Users

Integrations: Comergent, SAP, Siebel

High Touch Field Training

Key Stakeholders: Field Sales and Sales Finance

Futures: Mobile PDA, Campaign/Lead, Case Integration

Symbol CRM Intuitive, Easy to Use and Fast Online, Offline or Mobile Real Time Forecasting Territory Management Tool Robust Out of Box Features Managed by the Business Easy to Extend and Integrate Legacy Product Configurator Guided Selling – 6,000+ Products Complex Quoting Scenarios Real Time SAP Pricing Deal Desk Workflow Approval Audit Trail Custom Solution AppExchange API

Symbol CRM – Results What were the results? Field Associates: Satisfaction and Adoption High Less Time Spent with the Tool – More Time with Customers Role Based Management Visibility to Pipeline More Accurate Real Time Forecasts Faster Time to Market with System Changes More Accurate Quote Configurations Faster Price Exception (PE) Approvals Automated PE Routing and PE Approval Notification

What were the results?

Field Associates: Satisfaction and Adoption High

Less Time Spent with the Tool – More Time with Customers

Role Based Management Visibility to Pipeline

More Accurate Real Time Forecasts

Faster Time to Market with System Changes

More Accurate Quote Configurations

Faster Price Exception (PE) Approvals

Automated PE Routing and PE Approval Notification

Launching Solution Builder Comergent (Solution Builder) Login Data Migration Using AppExchange API Link to Product Catalog Configurator

Selecting Products – Guided Selling 6 Divisions 200 Product Families 6,000 Part Numbers Drill Down Product Catalog Starting at Product Division

Building a Quote Rules Based Product Family Top Down Approach Build Product List for Quote Technically Accurate Quotes

Real Time Pricing & Discounting Multiple Quote Iterations Real Time SAP Pricing Call Override Standard Pricing

Price Approvals Submit a Price Exception for Approval Notes & Attachments Sales Team Retrieval using AppExchange API Generate HTML Print Views of accurate and approved quotes

Updating the Opportunity for Accurate Forecasting Timed Update Using AppExchange API No Forecast Amount Override

Symbol CRM – In Summary Key Requirements Easy to Use Territory Management Tool Improve Forecast Accuracy Automate Quotation and Price Exception Process Key Benefits Improved Field Productivity and Satisfaction Management Real Time Forecast Visibility Improved Quote Accuracy Faster Deal Approval Times Futures Implement Mobile Client Implement Lead Management Functionality Enhance Quote Output Formatting Quote Integration to SAP Order Entry System

Key Requirements

Easy to Use Territory Management Tool

Improve Forecast Accuracy

Automate Quotation and Price Exception Process

Key Benefits

Improved Field Productivity and Satisfaction

Management Real Time Forecast Visibility

Improved Quote Accuracy

Faster Deal Approval Times

Futures

Implement Mobile Client

Implement Lead Management Functionality

Enhance Quote Output Formatting

Quote Integration to SAP Order Entry System

Benjamin Taft Vice President, Marketing Foundry Networks, Inc.

Foundry Networks Leading Manufacturer of Switching & Routing networking solutions and technology 200 sales reps covering 50+ countries 400 Million annual revenue (‘05) 7 Straight years of profitability Over 10,000 worldwide customers INDUSTRY: Manufacturing EMPLOYEES: 900 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support # USERS: 200+

Leading Manufacturer of Switching & Routing networking solutions and technology

200 sales reps covering 50+ countries

400 Million annual revenue (‘05)

7 Straight years of profitability

Over 10,000 worldwide customers

Key Challenges Business Challenge Existing tool lacked security and adherence to SOX Quote tool lacked features to Address Scaling/Growth (excel spreadsheet based approach) No central forecasting and demand planning integration Garbage in, Garbage out… Technology Challenge Integration between systems Legacy architecture SOX Compliance Poor Forecasting Results Duplication of data = error prone system Lack of systems communication

Business Challenge

Existing tool lacked security and adherence to SOX

Quote tool lacked features to Address Scaling/Growth (excel spreadsheet based approach)

No central forecasting and demand planning integration

Garbage in, Garbage out…

Technology Challenge

Integration between systems

Legacy architecture

SOX Compliance

Poor Forecasting Results

Duplication of data = error prone system

Lack of systems communication

The Solution The Players: Bluewolf Group (development and integration) How did we address the challenges: Conducted requirements gathering from key stakeholders Hired 3 rd party developer for creation of customized application residing in Opportunity tab Allows field sales to create/edit custom quotes and orders for customers and prospects Build of Materials from quotes pushed to opportunity level for demand planning/forecasting purposes Oracle integration on horizon, implemented with that in mind

The Players:

Bluewolf Group (development and integration)

How did we address the challenges:

Conducted requirements gathering from key stakeholders

Hired 3 rd party developer for creation of customized application residing in Opportunity tab

Allows field sales to create/edit custom quotes and orders for customers and prospects

Build of Materials from quotes pushed to opportunity level for demand planning/forecasting purposes

Oracle integration on horizon, implemented with that in mind

The Results What were the results? “ True” adoption rates are climbing (nearly 90%) Quality/Timeliness of opportunity information improving Operations now has valid, usable demand planning data Quote tool output/input now meets SOX requirements Integration of quoting/ordering to pipeline creates closed loop Field rep turnover “catch-up” time minimized Currency module allows localization of quoting/ordering Required fields providing more information about our customers/prospects Eventual migration to Oracle/Online order entry will reduce Quote to Cash time by 75%

What were the results?

“ True” adoption rates are climbing (nearly 90%)

Quality/Timeliness of opportunity information improving

Operations now has valid, usable demand planning data

Quote tool output/input now meets SOX requirements

Integration of quoting/ordering to pipeline creates closed loop

Field rep turnover “catch-up” time minimized

Currency module allows localization of quoting/ordering

Required fields providing more information about our customers/prospects

Eventual migration to Oracle/Online order entry will reduce Quote to Cash time by 75%

Solution Snapshot Department: Field Sales, 200+ Users Key Requirements Support mobile sales team (online and offline) Ability to generate quote from opportunity tab Eventual Integration with Oracle Ability to PDF Quotes/Orders for customer use Executive visibility to demand plan, BOM updates Key Benefits Migration from Excel spreadsheets to online tool Centralized forecasting (forecast accuracy up 50%) Quoting/Order Too is now “real time” Improved Pipeline accuracy and opportunity information

Department: Field Sales, 200+ Users

Key Requirements

Support mobile sales team (online and offline)

Ability to generate quote from opportunity tab

Eventual Integration with Oracle

Ability to PDF Quotes/Orders for customer use

Executive visibility to demand plan, BOM updates

Key Benefits

Migration from Excel spreadsheets to online tool

Centralized forecasting (forecast accuracy up 50%)

Quoting/Order Too is now “real time”

Improved Pipeline accuracy and opportunity information

Launching Quote Tool Link to Quote Tool From Opportunity Detail Page

Screenshots Quote Header Multiple Quotes Per Opportunity Offline Availability

Screenshots

Final advice (Lessons) Hire the right partner (Bluewolf Group) Keep It Simple, Stupid (KISS) If it turns out too complicated, you did it wrong, go back and try again Because it is possible, doesn’t mean it’s a good idea. Do It Right The First Time (DirtFt) Don’t fall into the trap of “not enough time now, will get it right later” Otherwise you’ll be doing work-arounds to flawed designs and building on that, and future hacks get even uglier Stick with the plan Minimize exceptions – everything works the same everywhere Automated tools and processes then work consistently Eat your own dog-food Before finalizing the design, build a prototype and live on it for a while.

Hire the right partner (Bluewolf Group)

Keep It Simple, Stupid (KISS)

If it turns out too complicated, you did it wrong, go back and try again

Because it is possible, doesn’t mean it’s a good idea.

Do It Right The First Time (DirtFt)

Don’t fall into the trap of “not enough time now, will get it right later”

Otherwise you’ll be doing work-arounds to flawed designs and building on that, and future hacks get even uglier

Stick with the plan

Minimize exceptions – everything works the same everywhere

Automated tools and processes then work consistently

Eat your own dog-food

Before finalizing the design, build a prototype and live on it for a while.

Ryan Borders Sales Operations Manager [email_address]

Leading provider of mission critical communications systems Computer Telephony Integration Computer Aided Dispatch Geographical Information Systems Digital Logging Recorders 40 sales reps in 2 countries Recently acquired Dialogic Communications Corporation PlantCML INDUSTRY: Software Development EMPLOYEES: 525 GEOGRAPHY: North America PRODUCT(S) USED: SFDC, Service & Support, Firepond CPQ OnDemand, Project Management application downloaded from AppExchange # USERS: 148

Leading provider of mission critical communications systems

Computer Telephony Integration

Computer Aided Dispatch

Geographical Information Systems

Digital Logging Recorders

40 sales reps in 2 countries

Recently acquired Dialogic Communications Corporation

Key Challenges Business Challenge Inefficient applications Excessive opportunity administration Complex configurations Technology Challenge Integration with ERP system Lack of server infrastructure Less time selling Additional headcount Configuration errors Lost revenue Long quote cycle times Poor customer satisfaction

Business Challenge

Inefficient applications

Excessive opportunity administration

Complex configurations

Technology Challenge

Integration with ERP system

Lack of server infrastructure

Less time selling

Additional headcount

Configuration errors

Lost revenue

Long quote cycle times

Poor customer satisfaction

PlantCML – The Solution How did we address the challenges? Firepond CPQ OnDemand 6 week implementation Business user administration 55 users Sales Operations Field Sales Channel partners Integration points: Opportunities Products Quotes Training

How did we address the challenges?

Firepond CPQ OnDemand

6 week implementation

Business user administration

55 users

Sales Operations

Field Sales

Channel partners

Integration points:

Opportunities

Products

Quotes

Training

PlantCML – Results What were the results? Reduced opportunity administration More time selling Higher adoption rate Accurate forecasting 25% Reduction in quote cycle time Higher visibility Marketing Management Error reduction “ Easier to do business with”…….. multiple customers comment

What were the results?

Reduced opportunity administration

More time selling

Higher adoption rate

Accurate forecasting

25% Reduction in quote cycle time

Higher visibility

Marketing

Management

Error reduction

“ Easier to do business with”…….. multiple customers comment

Launching Application and Selecting Products Launch Firepond Quoting Application Select Product lines with Multiple Branches and Products Underneath

Configuration Wizard - Making Complex Simple Questions vs. component selection Wizard Driven Configuration Questions

Questions vs. component selection

Advanced User Editing User Alerts for Incompatible Items

Automated Pricing and Configuration Updates Automatic Pricing Updates

Quote Development Included Products

Proposal Generation Select Quote Proposal Content

Automatic Opportunity Updates Products and Prices are Automatically Populated Opportunity Value is Updated for Accurate Forecasting Proposal is Automatically Attached to Opportunity

Salesforce & Firepond Departments: Sales Operations, Sales, Sales Engineering Firepond Users: 55 Key Requirements Automated configuration Business user maintained Integration at the opportunity level in salesforce.com Intuitive interface Flexibility Override configurator Key Benefits Reduced headcount needs Pricing and design accuracy Shorter quote cycle times

Departments: Sales Operations, Sales, Sales Engineering

Firepond Users: 55

Key Requirements

Automated configuration

Business user maintained

Integration at the opportunity level in salesforce.com

Intuitive interface

Flexibility

Override configurator

Key Benefits

Reduced headcount needs

Pricing and design accuracy

Shorter quote cycle times

Kevin McHugh Director, Worldwide Sales Operations Benjamin Taft Vice President, Marketing Ryan Borders Sales Operations Manager QUESTION & ANSWER SESSION

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