SPAIN. Essentials Madrid 2015. Success Track. Salesforce Projects Basics

1. Proyectos en Cloud y beneficios de contar con Premier y Success Services

2. Speakers Sebastián Hormaeche Senior Customer Success Manager Fernando Calvo Success Engagement Manager

3. 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 any litigation, risks associated with completed and any 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-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These 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.

4. Agenda 1.  Main characteristics of projects in Cloud 2.  Methodology for comprehensive Salesforce Management 3.  Premier & Success Services: description and benefits 4.  Conclusions 5.  Q&A

5. Why are SFDC projects faster? Live!  SFDC Implementations Plan Procure HW, SW & Setup Infrastructure Determine Reqs Design Customize and Custom Coding Unit, System, User Acceptance Testing & Code Rewrites Live!Plan Determine Reqs Iterative, Visual Design Method Customize Through Config System Testing & UAT  Traditional Implementations ROI Time <6 months<3 months 6 months 12 months9 months3 months Time

6. Curent Project Future Future Functionality Future 4 – 6 Months 6 – 9 Months Monthly Monthly vision  Iterative Time-to-market Short phases, long-term vision Global/local approach 80/20 approach Agility Feedback loop  Value-based Continuous improvement (short/long releases) Multiple Salesforce releases / year Prioritization of features and deployment based on business benefit vs complexity First deployment on core scope Acceleration Salesforce Key Principles

7. Plan Design Build Validate Deploy Project lifecycle Iterative – Agile Methodology Approach Feedback & Review Plan Design Build Validate Deploy Feedback & Review Plan Design Build Validate Deploy Feedback & Review …

8. 8 Iterative – What is a Sprint? Sprint 2 - 4 weeks 24 hours Product Backlog Sprint Backlog Daily Scrum Requerimientos en producción Sprint Planning 1 2 4 Sprint Review 5 0 6 3

9. Iterative – Salesforce Methodology Approach A R C H I T E C T P R E P A R E D E P L O Y C O N S T R U C T V A L I D A T E A P P R O V A L DESIGN CONSTRUCT REVIEW DEPLOY SUPPORT ENHANCE SIGNOFF DESIGN CONSTRUCT VALIDATE ESTABLISH REVIEW

10. Business value Time Process 1Continous Continuous improvement for core model and plugins (quick and major releases) Process 2 Process 3 Release 1 Release 2 Release 3 Increase maturity of process/solution From Emerging to Advanced to Integrated à  Maximize value à  Optimize costs à  Faster deployment à  Go from Simple to Complex Value based – Application roadmap & Quick-Wins

11. BusinessValue Time Value based – Roadmap QR : Quarterly Release MR : Monthly Release T1 QR #1 T2 QR #2 T3 QR #3 T4 MR #4 Customer Service Commercial Offers (basics) Employee Collaboration Knowledge Base (internal) Integration Customer Service (Enhancements) Social Media Knowledge Base (for customers) Integration Customer Service (Enhancements) Marketing & Order Mgt Partner Portal Integration Customer Service (Enhancements) Collaboration w/ Customers Foundations / Customer Satisfaction Foundations / Call Center Efficiency Profitability Interactivity Example

12. Prepare Architect Construct (Design & Build) Validate Deploy Project Efforts SolutionCompletion 0-20% 50-60% 0-20% Capture feedback & Continuous improvement

13. Typical Customer Involvement Plan Architect Construct Validate Accept & Deploy Executive Sponsor Program Owner Project Manager Business Experts Technical Experts Data Experts 0 - 25% 25 - 50% > 50% * * Depending on customer integration maturity *

14. Indicative Phase Structure and Timeline Weeks 1-2 3-4 5-6 7-8 9-10 11-12 13-14 15-16 17-18 19-20 21-22 23-24 25-26 Prepare Planning Architect Discovery & Design Construct Build, QA, Testing, releases Validation SIT & User Acceptance Testing Deploy Deployment & Closure Releases Prepare Sprint 0 - Architect Project Management | Risk Management | Budget Management | Change Control Deploy SIT and UAT Duration approx.22-26 weeks Architect 3-4 weeks and to potentially include prototypes Sprints of 2 or 3 weeks Multiple releases in phase for early value Final release defect only release Support Sprints 1-6 - Construct Future phases can either run on into build sprints or follow pattern above QA and playbacks on-going through build SME availability for testing required throughout Capacity/capability to manage simultaneous build and release TBD SIT and UAT QA Integration | Data Loading | Security | Service Transition | Architecture: engagement Deploy Change Management Example

15. Typical Project Governance Model Sponsors Key users SI Partner Executive Data Management Integration Project Manager Executive Sponsor Integration Specialist(s) Architect Senior Analyst Developer(s) Business Analyst SteeringCommittee ProjectCommittee Business Units Salesforce executive Program Architect Business Analyst(s) Data Specialist(s) SI Project Manager IT Infrastructures IT Operations Technical Resources Technical Architect Senior Business Analyst Joint Salesforce.com / SI Team Customer Change ManagementTraining Program Manager Trainer(s) Customer Success Executive PMO Example

17. We help you structure your projects around 7 domains of Success Technology & Data Business Processes Sponsorship & Governance Adoption Success Metrics Vision & Strategy Roadmap

18. 7 Domains – Summary View Define Vision Build Strategy Identify Obstacles Identify and Validate KPIs Build Business Case Define Sponsor Strategy Select a Governance Model Generate Release Mgmt Plan Executive Sponsorship Training & Comms. Support & Change Mgmt Define Key Processes Identify Process Owners Measure Process Effectiveness Define Architecture & Integrations Strategy Build Implementation Framework Define Data Mgmt Strategy Prioritize Goals Track Measures & Improve Manager & End User Value Design Environment Management Processes Change Control Processes Map Capabilities Define Future State Review Product Roadmap Plan Deployment Roadmap Review and Improve Processes Vision & Strategy Success Metrics Roadmap Sponsorship Governance Adoption Process Tech & Data

20. 7 Domains – Vision & Strategy – Alignment with business need Ease of ExecutionLow High High Must Haves Low-Hanging Fruit Money Pits Quick Wins BusinessImpact

22. 7 Domains – Success Metrics – Business Case Framework Revenue Impact Cost Reduction+ - Re-platforming Cost + Marketing Branch Network Client Service & Support (CS&S) ROI + IT Cost Avoidance Pillars Annual License Costs Implementation Costs Future Project Expense, Support Costs, Hardware Costs, Elimination of existing licensing fees etc. Example

23. 7 Domains – Success Metrics – Business Case Schema Example

26. 7 Domains – Governance – Best Practices Project Teams Change Control Board Program Office Center of Excellence •  Unstructured governance processes •  VP-level executives are not regularly engaged in vision or adoption •  Implementation is maintained by Ops •  Executives occasionally review vision, KPIs, adoption metrics and roadmap •  Lack a formal system development process •  Run-the-Business focus •  Implementation actively managed by center of excellence •  Active executive steering committee •  Consistent & formal processes for system dev, release mgmt, org mgmt, etc. •  Focus on adoption metrics •  Steering and Advisory Committees •  Long-term commitment to Transforming the Business •  Executive the Vision-to- Value process •  Portfolio-focused •  Roadmap-focused •  ROI and time-to-value analysis •  High-level of self- sufficiency Low Implementation Scope BusinessImpact High HighLow What model you recommend? Also depends on the customer… Global Consolidated !  Single Org with a global CoE. !  Used to manage all best practices, program roadmap and end user training !  Benefit – Allowed them to introduce new global processes effectively, on budget and on time Global Federated !  Moderate level of command and control governance and support. !  CoE focus is to keep the project on track, ensure complete end to end testing. !  Benefit – Control costs Global Confederated !  Multiple orgs. !  Develop and share standard best practices and processes for Business Units, subsidiaries, or companies. !  Benefit – Support rapid project deployments

27. 7 Domains – Governance – Typical example Program Architect Executive Sponsor COE Tech Director COE Business Director PMO App. Mgmt – Integration – Architecture Roadmap & Scoping Tech Support Change Management & Adoption Training & Deployment Business Process Ops Support, Reporting Global Program Owner Work stream #1 Work stream #2 Work stream #3 Work stream #4 Work stream #n Project WorkstreamsLeadershipCouncil& Stakeholders Center of Excellence The Center of Excellence (COE) will serve to facilitate discussions between Business and IT stakeholders. Its mission is to mitigate risks in all customer SFDC Projects and secure the success of coming SFDC deployments and optimizations Standards & Best Practices Project Coordination Security & Data Sharing Model Data Integration Approaches and Execution New Product Feature Evaluation New Functionality Test & Deployment Approach Quality assurance New Unit Implementation Guidance & Support … Example

29. 7 Domains – Adoption – Best Practices

31. 7 Domains – Process – Key Activities Characteristics A series of actions, changes or functions bringing about a result – business structure for automation Media Industry Business Structure Example

33. 7 Domains – Summary View Define Vision Build Strategy Identify Obstacles Identify and Validate KPIs Build Business Case Define Sponsor Strategy Select a Governance Model Generate Release Mgmt Plan Executive Sponsorship Training & Comms. Support & Change Mgmt Define Key Processes Identify Process Owners Measure Process Effectiveness Define Architecture & Integrations Strategy Build Implementation Framework Define Data Mgmt Strategy Prioritize Goals Track Measures & Improve Manager & End User Value Design Environment Management Processes Change Control Processes Map Capabilities Define Future State Review Product Roadmap Plan Deployment Roadmap Review and Improve Processes Vision & Strategy Success Metrics Roadmap Sponsorship Governance Adoption Process Tech & Data Non-existent Emerging Practicing Leading Not yet covered Example

35. Our team of certified experts and innovative offers combined with our market-leading cloud solutions accelerates the business value you are able to realize. At Salesforce we succeed when you do

36. Billions of customer transactions 100K + Customers Deep industry experience Informed by expertise and insights that deliver results fast

37. 52% increase in user adoption 37% increase in productivity It all starts with a Success Plan Success resources and programs to drive adoption ROI All the benefits of Premier, and more! Premier+ Success furthers your admin team’s capacity and capability to resolve basic configuration tasks. We understand your deployment and provide the Salesforce cloud operations to proactively prevent issues to improve business continuity. It all starts with a Success Plan Success resources and programs to drive adoption ROI

38. Success Managers Business advisors who enable the delivery of maximum business value Success Architects Certified Salesforce experts and technical best practice advisors Strategic Projects Highly certified & experienced implementation team to help you realize and extend your vision Training and Certification Get the most out of your investment with role-based, customized learning paths and certification Accelerators Targeted engagements that deliver the results your business demands Go further, faster and accelerate your success with ADD-ONS

39. Our Key Resources to support your transformation

40. Recommended Engagement model Salesforce Strategics Projects (Prime) System Integrator System Integrator (Prime) Salesforce Consulting System Integrator Customer System Integrator Customer Salesforce Program Architect Customer (OnBoarding) Customer Program Architect renewal if desired System Integrator Customer

41. Powered by our Early Warning System  Insights from aggregated metadata inform best practices

43. Conclusions PROJECT SUCCESS BEST USE OF SUCCESS SERVICES Priority: Maximize value for the business Use Agile approach to accelerate Salesforce Methodology Business and IT should be involved as executors Get advantage from 7 Domains framework Increment your adoption using Premier as your Success Plan Use Success Services and Accelerators to guarantee Success

45. Gracias Learn more at www.salesforce.com/success-services