Top Ten Prospecting Tools Ryan Martin, salesforce.com Michele McMahon, Procuri Sharon Jolly, Corporate Express Europe 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.

Today’s Agenda Top Ten Prospecting Tools – Ryan Martin (Manager, Corporate Sales) Procuri’s Prospecting Machine – Michele McMahon (Director, On Demand Operations) Corporate Express Europe’s Prospecting Machine – Sharon Jolly (Project Manager) Q&A

Top Ten Prospecting Tools –

Ryan Martin (Manager, Corporate Sales)

Procuri’s Prospecting Machine –

Michele McMahon (Director, On Demand Operations)

Corporate Express Europe’s Prospecting Machine –

Sharon Jolly (Project Manager)

Q&A

Ryan Martin Manager, Corporate Sales [email_address]

10.) Account Intelligence – by OneSource … puts the business information you need into the CRM you use every day. OneSource offers a unique breadth and depth of ready-to-use information on over 3.2 million public and private companies and seven million executives worldwide.

… puts the business information you need into the CRM you use every day. OneSource offers a unique breadth and depth of ready-to-use information on over 3.2 million public and private companies and seven million executives worldwide.

9.) Jigsaw for AppExchange … puts millions of business contacts within reach in seconds, all with complete data of Email and Direct Phone, Name, Title, Company, and Address. Jigsaw data is built and maintained by hundreds of thousands of members.

… puts millions of business contacts within reach in seconds, all with complete data of Email and Direct Phone, Name, Title, Company, and Address. Jigsaw data is built and maintained by hundreds of thousands of members.

8.) Account Prospecting Funnel Cold (300 Accounts) Accounts (5000 Accounts) Researching (40 Accounts) Qualifying (10 Accts) Import from OneSource Initiate first conversation Determine sales exec & current system Qualify OPPTY! Bad Fit Disqualify Developing Opp. 3-12 months?

7.) Email Templates Short & Sweet (2-3 sentences) Simple (text only for a personalized feel) Industry specific (include customer references!) Mini case study (highlight 3-5 value points) Quick Question (drives a response!) Start at the top and get referred down Targeted/Consistent Messaging!

Short & Sweet (2-3 sentences)

Simple (text only for a personalized feel)

Industry specific (include customer references!)

Mini case study (highlight 3-5 value points)

Quick Question (drives a response!)

Start at the top and get referred down

6.) HTML Email Tracking Reports Prioritize to work smarter , not harder! HTML Email Status Emails Opened Yesterday: Name Sum of # Times Opened John Doe 77 Bill Smith 61 Jennifer Wornat 8 Pat Burney 4 Peter Scott 4 Tom Madden 2 Aaron Ross 1

5.) Advanced Call Scripting … guides reps through their interactions with customers. The interactive scripts are easy to create and customize, and provide coaching tips to help qualify leads and troubleshoot support issues. FREE! through the AppExchange

… guides reps through their interactions with customers. The interactive scripts are easy to create and customize, and provide coaching tips to help qualify leads and troubleshoot support issues.

4.) Account Profile Information Capture all critical data points through-out the prospecting cycle: Ensure that nothing slips through the cracks Keep your reps focused where there is the greatest potential

Capture all critical data points through-out the prospecting cycle:

Ensure that nothing slips through the cracks

Keep your reps focused where there is the greatest potential

3.) OrgView – by DreamFactory … allows any salesforce.com user to rapidly build, view, and drill down on highly graphical Organization Charts. FREE! through the AppExchange

… allows any salesforce.com user to rapidly build, view, and drill down on highly graphical Organization Charts.

2.) Alignment & Incentives Prospecting role is on the Sales Development Track (avg. tenure of 10 months) Mapped regionally - 1 EBR: 5 AEs in the field Strategic relationships which “farms” our future AEs Compensation: 50% leads generated 50% resulting revenue (ensures QUALITY!) Seat thresholds to maintain focus on larger deals Monthly SPIFFS to keep the competitive spirit alive!

Prospecting role is on the Sales Development Track (avg. tenure of 10 months)

Mapped regionally - 1 EBR: 5 AEs in the field

Strategic relationships which “farms” our future AEs

Compensation:

50% leads generated

50% resulting revenue (ensures QUALITY!)

Seat thresholds to maintain focus on larger deals

Monthly SPIFFS to keep the competitive spirit alive!

1.) Team Dashboards – Track the Right Metrics! Leverage Team Dashboards to drive the right behavior , & help your “B” reps become “A” reps!

Michele Houde McMahon Director of On Demand Operations [email_address]

Procuri, Inc. On Demand Supply Management Solutions HQ in Atlanta, Georgia Named to INC 500 Fastest Growing Companies, 2006 360 customers, representing 18,000 users across 120 countries Recently acquired TrueSource 55 Sales, Marketing and Executive Management Enterprise Salesforce.com Users

On Demand Supply Management Solutions

HQ in Atlanta, Georgia

Named to INC 500 Fastest Growing Companies, 2006

360 customers, representing 18,000 users across 120 countries

Recently acquired TrueSource

55 Sales, Marketing and Executive Management Enterprise Salesforce.com Users

Salesforce.com is the backbone of Procuri’s B2B Sales & Marketing Functions, Process & Technology Data Hygiene Org Charting Prospecting & Data Augmentation Email Marketing & Web Analytics*

#10 – Set Concrete Process & Define Your Goals Resulted in 100% increase in converted leads from inbound leads Influenced 75% increase in total won deals Tip: Define publishable, metrics-driven goals that are attainable and tied with compensation. Goals Set and Publish Concrete Goals & Define the Prospecting Process for your company Automate the process It is a Numbers Game Measure Conversion Rates and Impact to Revenue Tools Salesforce.com Web-To-Lead & Auto Assignment Dashboards and Reporting Salesforce.com Activity Management Lead Ranking Results

Resulted in 100% increase in converted leads from

inbound leads

Influenced 75% increase in total won deals

Set and Publish Concrete Goals & Define the Prospecting

Process for your company

Automate the process

It is a Numbers Game

Measure Conversion Rates and Impact to Revenue

Salesforce.com Web-To-Lead & Auto Assignment

Dashboards and Reporting

Salesforce.com Activity Management

Lead Ranking

# 9 – Lead Ranking Lead & Proposal Ranking Get agreement on what is a “lead”, a “prospect”, a “qualified lead” Utilize lead ranking to understand viability of leads Don’t pursue business you can’t win Lead management is the process of identifying potential leads, converting them to (demand generation) and sales (opportunity management). –- Gartner, Inc. Lead Criteria Weighting Score Is there interest? Person of power wants to meet? (Manager or Higher) No (0) Yes (30) Person with no power wants to meet? No (0) Yes (2) Is there an evaluation? Defined project with a project team? No (-5) Yes (15) Can we win? Adequate budget for number of users? No (-10) Yes (10) Low end competitors involved? No (5) Yes (-10) Scope of project includes more than one module? No (0) Yes (10) On Demand delivery model is acceptable? No (-50) Yes (5) Competitor's products installed and happy? No (0) Yes (-10) Total = Minimum 10 to proceed

Lead & Proposal Ranking

Get agreement on what is a “lead”, a “prospect”, a “qualified lead”

Utilize lead ranking to understand viability of leads

Don’t pursue business you can’t win

#8 – Be Opportunistic & Capitalize Results 70% of qualified leads generated from website 99% same day follow up Highest lead conversion is from following up with a web visitor that downloads collateral 12% of web visitors convert to a qualified lead 60% of qualified leads turn into a sales opportunity Goals Drive inbound via web activity Maximize inbound activity Rapid Follow Up – Same Day! Tools Web Analytics to understand behavior Email AutoResponders (Salesforce.com) Phone Call Qualify, Classify and Route

70% of qualified leads generated from website

99% same day follow up

Highest lead conversion is from following up with a web visitor that downloads collateral

12% of web visitors convert to a qualified lead

60% of qualified leads turn into a sales opportunity

Drive inbound via web activity

Maximize inbound activity

Rapid Follow Up – Same Day!

Web Analytics to understand behavior

Email AutoResponders (Salesforce.com)

Phone Call

Qualify, Classify and Route

#7 – No Cold Calling Streamline prospecting by augmenting and gathering data via website, OneSource and behavior We capture 15 fields of data on Procuri.com, and augment 8 fields automatically via OneSource Goals Strategic Prospecting Target Account Profiling Tools Strong Database built via web-to-lead Email marketing automation Target Account Programs (OneSource) Lead Segmentation Results

Streamline prospecting by augmenting and gathering data via website, OneSource and behavior

We capture 15 fields of data on Procuri.com, and augment 8 fields automatically via OneSource

Strategic Prospecting

Target Account Profiling

Strong Database built via web-to-lead

Email marketing automation

Target Account Programs (OneSource)

Lead Segmentation

for Prospecting Dowload Collateral Form OneSource Augmentation Enriched Lead OneSource Automated Single Sign On Access to Reports Prospecting

OneSource

Automated

Single Sign On

Access to Reports

Prospecting

#6 – Build Your Database & Keep It Clean TIP: Data quality must be viewed as a business issue and approached in a structured manner. Data quality initiatives are multifaceted, and there is no single key to success. -- Gartner, Inc. Results 100% reduction in duplicate records Ongoing data hygiene to maintain data 75% of leads augmented via OneSource Increased accuracy understanding marketing ROI Goals Build updated, maintained database of complete, accurate prospect and customer information, which can be used for prospecting purposes, segmentation forecasting Tools Ringlead – data de-duplication OneSource – data augmentation Manpower - elbow grease Dashboards – force adoption Sales & Mktg – standardize and train users

100% reduction in duplicate records

Ongoing data hygiene to maintain data

75% of leads augmented via OneSource

Increased accuracy understanding marketing ROI

Build updated, maintained database of complete, accurate prospect and customer information, which can be used for prospecting purposes, segmentation forecasting

Ringlead – data de-duplication

OneSource – data augmentation

Manpower - elbow grease

Dashboards – force adoption

Sales & Mktg – standardize and train users

#5 – Procuri.com – our #1 SalesPerson Contact Us forms convert at nearly a 20% Download collateral forms convert at 40% rate Web is highest lead source 10 Best Websites Goals Maximize your 24/7, intuitive, knowledgeable sales person – your website! Utilize your website to educate your visitor, guide their experience, and “qualify” your prospects Tools Knowledge Center that gives-to-get Web-to-lead via Salesforce.com Email Marketing to drive to your website Web Analytics for web behavior Blogs, e-newsletters, etc Results

Contact Us forms convert at nearly a 20%

Download collateral forms convert at 40% rate

Web is highest lead source

Maximize your 24/7, intuitive, knowledgeable sales person – your website! Utilize your website to educate your visitor, guide their experience, and “qualify” your prospects

Knowledge Center that gives-to-get

Web-to-lead via Salesforce.com

Email Marketing to drive to your website

Web Analytics for web behavior

Blogs, e-newsletters, etc

#4 – Automate! Automate! Automate! TIP: Process Definition and automation are key to effectively executing new strategies that cut costs and increase revenue. – Gartner, Inc. Automation overall contributes to streamlining overall processes Goals Let technology streamline prospecting Automate the right things Get your process right first Tools Email Marketing Web-to-Lead Auto-Responders Web Behavior Visibility Drip Cycles Results

Automation overall contributes to streamlining overall processes

Let technology streamline prospecting

Automate the right things

Get your process right first

Email Marketing

Web-to-Lead

Auto-Responders

Web Behavior Visibility

Drip Cycles

Automate – Email Marketing Who opened the email? Once? Seven time? Who Forwarded it? Those are your hot prospects & Best Campaign

#3 – Visibility is Key Time saver to automatically chart decision makers Building salesforce.com as central repository Free on AppExchange Goals Find tools that make prospecting easier Encourage data maintenance in Salesforce.com Tools OrgView by DreamFactory Results

Time saver to automatically chart decision makers

Building salesforce.com as central repository

Free on AppExchange

Find tools that make prospecting easier

Encourage data maintenance in Salesforce.com

OrgView by DreamFactory

#2 – Metrics – if you can’t measure it, don’t do it Results By measuring Google AdWord Buys we are able to achieve a level spend across regions By monitoring a batch of keywords against competitors for organic rank and modifying the website, we increased clickthroughs 60% per week Goals Understand conversion rates of prospects to leads, to qualified opportunities, to won/lost business Create pipelines that fill pipelines (Target Account, Nurtures, Appointments, Sales) Tools Salesforce.com’s Campaign Management Google Adword Campaigns & Search Engine Optimization Integration with systems

By measuring Google AdWord Buys we are able to achieve a level spend across regions

By monitoring a batch of keywords against competitors for organic rank and modifying the website, we increased clickthroughs 60% per week

Understand conversion rates of prospects to leads, to qualified opportunities, to won/lost business

Create pipelines that fill pipelines (Target Account, Nurtures, Appointments, Sales)

Salesforce.com’s Campaign Management

Google Adword Campaigns & Search Engine

Optimization

Integration with systems

#1 – Adjust, Execute, Measure. Repeat. TIP: According to MarketingSherpa data, only 28.7% of online marketers have Web analytics data at their fingertips…..marketers who frequently check their analytics reports tend to get around 25% higher conversion rates than everyone else. Understand what works, what doesn’t Continuously improve and streamline processes Pilot new programs….. The definition of insanity is doing the same thing, and expecting a different result. - Albert Einstein

Prospecting – What’s Next? Pilots & Evaluations Inside View – Pilot contact prospecting system Salesforce Google AdWords (Formerly Kieden) – Evaluating AdWord Effectiveness TotalContracts – Integration to Procuri’s contract management system Salesforce.com’s Partner Portal – Evaluation of Salesforce.com Partner Portal Networking Tools – Evaluating Leverage Technologies Chat

Pilots & Evaluations

Inside View – Pilot contact prospecting system

Salesforce Google AdWords (Formerly Kieden) – Evaluating AdWord Effectiveness

TotalContracts – Integration to Procuri’s contract management system

Salesforce.com’s Partner Portal – Evaluation of Salesforce.com Partner Portal

Networking Tools – Evaluating Leverage Technologies

Chat

Sharon Jolly Project Manager [email_address]

Corporate Express Corporate Express Europe stats: Parent company: Buhrmann Group HQ in Amsterdam, Netherlands 3,700 employees / 114 sales offices / 14 distribution centers 13 countries and 13 partners, total coverage 26 countries Turnover of € 948 million in 2005 No. 3 B2B office products distributor in Europe 400 Salesforce.com users INDUSTRY: Business Services & Distribution EMPLOYEES: 16,550 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Marketing Automation, Service & Support, App exchange # USERS: 4,500

Corporate Express Europe stats:

Parent company: Buhrmann Group

HQ in Amsterdam, Netherlands

3,700 employees / 114 sales offices / 14 distribution centers

13 countries and 13 partners, total coverage 26 countries

Turnover of € 948 million in 2005

No. 3 B2B office products distributor in Europe

400 Salesforce.com users

Corporate Express & Salesforce.com Corporate Express worldwide has around 4,500 Salesforce.com users across North America, Australia and Europe Corporate Express Europe has around 400 salesforce.com users in 9 countries Partners Next rollouts Pilot team Salesforce live CE-Opco’s Map key:

Corporate Express worldwide has around 4,500 Salesforce.com users across North America, Australia and Europe

Corporate Express Europe has around 400 salesforce.com users in 9 countries

Key Challenges “ Focus on Mid Market is a logical step for Buhrmann, to utilize their distribution network, although the market needs a different approach” - Frans Koffrie, CEO Buhrmann

Key Challenges Lack of systematic lead management processes Requirement for targeted leads Duplicate leads existing from various lead sources Limited communication between Marketing & Sales on leads Lack of standard tools available to qualify leads Varied and inconsistent methods of follow up with prospects Leads were sometimes dropped into a great “black hole” Low visibility of activity and results

Lack of systematic lead management processes

Requirement for targeted leads

Duplicate leads existing from various lead sources

Limited communication between Marketing & Sales on leads

Lack of standard tools available to qualify leads

Varied and inconsistent methods of follow up with prospects

Leads were sometimes dropped into a great “black hole”

Low visibility of activity and results

The Solution: Develop standard approach to develop mid market 3. No “black hole”: Targeted & Consistent messaging developed Consistent follow-up with leads No dropped leads 4. Measure success: Sales rep visits and creates opportunity in salesforce.com Consistent metrics for campaign, telemarketing, sales 1. Lead Generation: Obtain targeted leads Lead capture De-duplicate leads 2. Lead Qualification: Telemarket & qualify leads Telemarketer makes appointment for sales reps Sales Rep continues lead qualification Solution: phased rollout of standard approach to 5 countries in 2006

3. No “black hole”:

Targeted & Consistent messaging developed

Consistent follow-up with leads

No dropped leads

4. Measure success:

Sales rep visits and creates opportunity in salesforce.com

Consistent metrics for campaign, telemarketing, sales

1. Lead Generation:

Obtain targeted leads

Lead capture

De-duplicate leads

2. Lead Qualification:

Telemarket & qualify leads

Telemarketer makes appointment for sales reps

Sales Rep continues lead qualification

Targeted lead generation Profile our best customers Obtain targeted leads Lead capture & assignment Capture lead information Create new campaign Set up lead queues Ensure data quality De-duplicate leads Currently piloting Demand tools The Solution: Lead Generation Example telemarketing lead queue

Targeted lead generation

Profile our best customers

Obtain targeted leads

Lead capture & assignment

Capture lead information

Create new campaign

Set up lead queues

Ensure data quality

De-duplicate leads

Currently piloting Demand tools

Consistent tools Customized telemarketing script Adapted salesforce.com screens Telemarketing Qualifies lead Makes appointment & converts lead Sales Team Sales rep updates information from telemarketer Sales manager coaches The Solution: Lead Qualification Example custom lead screen Example new event screen

Consistent tools

Customized telemarketing script

Adapted salesforce.com screens

Telemarketing

Qualifies lead

Makes appointment & converts lead

Sales Team

Sales rep updates information from telemarketer

Sales manager coaches

Consistent & targeted messaging Consistent messaging for follow-up contact Built into salesforce.com as templates Follow-up Everyone in sales team knows what, when, where & how to follow up No dropped leads “ Buckets” ensure capture of leads The Solution: No “black hole” Excerpt invalid leads report Example email template Example mail merge template

Consistent & targeted messaging

Consistent messaging for follow-up contact

Built into salesforce.com as templates

Follow-up

Everyone in sales team knows what, when, where & how to follow up

No dropped leads

“ Buckets” ensure capture of leads

Customizable reporting To develop daily telemarketing metrics, we used: Workflow rules A custom object The Solution: Measure Success Consistent metrics We built reports and dashboards in salesforce.com to track results: Campaign effectiveness Telemarketing Sales dashboards Activity Funnel Wins/losses Example custom object

Customizable reporting

To develop daily telemarketing metrics, we used:

Workflow rules

A custom object

Consistent metrics

We built reports and dashboards in salesforce.com to track results:

Campaign effectiveness

Telemarketing

Sales dashboards

Activity

Funnel

Wins/losses

The Solution: Measure Success B. Telemarketing dashboard elements: Examples of consistent metrics: A. Campaign effectiveness dashboard elements: Addresses remaining to call # Conversions # Appointments And more… # Call hours / day # Appointments / day Average call time per call And more…

Addresses remaining to call

# Conversions

# Appointments

And more…

# Call hours / day

# Appointments / day

Average call time per call

And more…

The Solution: Measure Success Examples of consistent metrics: C. Sales dashboard at 4 levels (roles): European directors Country directors Sales manager (excerpts below) Sales rep

Examples of consistent metrics:

C. Sales dashboard at 4 levels (roles):

European directors

Country directors

Sales manager (excerpts below)

Sales rep

Results Face to face selling time for sales reps has increased by approximately 30% Dramatic increase of visibility and focus for Sales and Executive management Decreased cost to serve our sales department Lessons learned Listen to and uncover best practices throughout the process Set up regular and open communication channels Be flexible enough to allow continuous improvement Next steps Potential use of salesforce.com app - Advanced call scripting Email marketing using salesforce.com; potentially through salesforce.com partner Eloqua Results

Results

Face to face selling time for sales reps has increased by approximately 30%

Dramatic increase of visibility and focus for Sales and Executive management

Decreased cost to serve our sales department

Lessons learned

Listen to and uncover best practices throughout the process

Set up regular and open communication channels

Be flexible enough to allow continuous improvement

Next steps

Potential use of salesforce.com app - Advanced call scripting

Email marketing using salesforce.com; potentially through salesforce.com partner Eloqua

Ryan Martin Michele McMahon Director, On Demand Operations Sharon Jolly Project Manager QUESTION & ANSWER SESSION Manager, Corporate Sales

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