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Selling in a Social World - Dreamforce 2012 - 9/20

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Get a behind the scenes look at how salesforce.com takes the social app message to market. Join us to learn about keys sales methodologies, strategies, and programs that have inspired and transformed …

Get a behind the scenes look at how salesforce.com takes the social app message to market. Join us to learn about keys sales methodologies, strategies, and programs that have inspired and transformed some of our largest customers. This session is primarily for business development, sales managers, and sales operations


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  • 1. Selling in a Social WorldMark Wayland, VP Commercial Sales, Salesforce.com in/markwayland @mtwayland
  • 2. Safe harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. 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 product or service availability, 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 developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non- salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2012. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, 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 the 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.
  • 3. Salesforce.com Coverage Model Enterprise Sales Top 2000 Account Families CMRL – Named CMRL – GEO MM 100 - ~3,500 employees Ve rt ica l SMB ESB Desk & Do < 100 Employees
  • 4. Last Year We talked about our SUCCESS Methodology S Start with Discovery U Users Sell for You C Compelling Demos C Connect the Dots E Experience Events S Sell High and Through S Show Them the Money
  • 5. SUCCESS was Designed for Cloud Computing EnterpriseMainframe Client/Server Cloud Computing 1960s 1980s Today
  • 6. Business is now SocialOur Selling Playbook had to Evolve Enterprise Adoption of Social Networking
  • 7. At Dreamforce we have embraced the move to Social DF09 DF10 DF11 DF12 Chatter Collaborate Social Business is Enterprise Social
  • 8. How do we sell in a Social World? Social Enterprise RFP
  • 9. Our Approach to Selling in a Social World The best social enterprise Social vision presentations Enterprise resonate with the CEO Vision New Solution Selling VP Sales VP Service CIO CIO CMO VP HR to Target Buyers
  • 10. Selling Sales Cloud to VP Sales Priorities Compelling Events Change in Contract/Renewal Revenue Growth leadership or M&A Product Launch Productivity Annual kick offs or Visibility partner conference Discovery Plays Channel structure Day in the life Sales Productivity Forecasting & Revenue streams Sales process Social Selling Pipeline Fiscal year Sales tools Management
  • 11. Selling to VP Customer Service Priorities Compelling Events Customer Agent Productivity Pending Upgrade/ Industry Satisfaction Agility legacy technology Support Issue Keep cost/ PR Failures interaction Low Change in Leadership Discovery Plays Contact Center B2B/B2C/both Social Customer Self-Service Types Existing Tools Service Customer Profiles Operations Multi-Channel Service
  • 12. Selling to CIO Priorities Compelling Events Innovation with Compliance & Data ERP Renewals or Critical CEO/LOB Social & Mobile Security Upgrades Initiative Meet Business Reduce Complexity Pending M&A Pent-up Business Demands Increase Agility Activity Demand/Slow SDLC Research Plays CIO Profile Salesforce Social Front Office: Innovation: Market Technology Footprint SAP Agility at the speed of Portfolio Customer Profiles Business Process: change Business Initiatives Developer Days Replace Lotus Cultural Notes Transformation & Collaboration
  • 13. Let’s look at an example
  • 14. From Social Intranet Social Enterprise Social Public Teammate Social Network Network Employee Recognition Social Media Social & Mobile Collaboration IFE Apps Social Guest Profile CyberU Marketing & Loyalty Social Social Call Teammates Center Corporate Guest Service Sales Reservations Customer Social Network
  • 15. Mark WaylandVP Commercial Sales @mtwayland
  • 16. A Few Reminders. . .Why Work With a PDO Partner Success Experts Innovation Theater and Lounge 1:1 Success Clinics Innovation Theater and Lounge Need to relax? Have a massage! Check out the Partner Hub 540 Howard StreetSurvey (Session Record) Cloud Crawl (Thursday Night) Follow us on Twitter @partnerforce
  • 17. Partner Hub – Speaker DebriefWhy Work With a PDO Partner Success Clinics Welcome Desk Speaker Debrief Area