CME Group is transitioning to a centralized Salesforce CRM system to improve customer data management and tracking across their global offices and customer-facing teams. The new system provides a 360 degree view of over 200,000 customers and prospects. In 2009, CME Group aims to further develop the CRM system by formalizing its use, integrating additional customer data sources, and building dashboards and reports to track marketing and sales metrics and tie customer interactions to trading volume.

1. Salesforce.com at CME Group
Lisel Cherry
CME Group

2. Introduction to CME Group
• New Brand name comprised of CME, CBOT, NYMEX
• Founded in 1898 – Public in 2002
• Largest and most diverse exchange in the world
– Derivatives – Futures and Options on Futures
– Risk Management solutions
– Wide range of products across all asset classes
• Global Customer Base
– Over 40 different customer segments
– In over 80 countries
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3. Where we were…
• Dozens of different customer databases and Sales team predominantly
using their personal Outlook as their database
• Decentralized sales and marketing process
– Poor collaboration and coordination
– No ability to track customer conversations
– No ability to track the sales and marketing efforts/metrics
• Extraordinary manual effort to communicate – No 360 view of the
customer interactions across the organization
• No automation to Marketing processes
– Customer list management
– Direct marketing capabilities
– Collateral inventory
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4. Where we are Today…
• Completely centralized customer database
– Across all customer-facing teams and all global office
– Over 200,000 customers & prospects – over 13,000 firms globally
• Tracking all customer interactions through shared calendars and call
reports
• Marketing automation
– Campaign management including lists and metrics
– Fully integrated with cmegroup.com
– Event Marketing tracking (event invitees, registrants, cost)
– Newsletters and marketing materials (over 28 to over 77,000 subscribers)
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5. What we are building in 2009
• CRM program to increase further usage of Salesforce and build a truly
360° view of our customers.
– Formalize use of the system through governance and education
– Develop robust reports and dashboards that track marketing and sales activity in one
place
– Integrate with customer volume database to tie together customer sales/marketing
activity with volume (sales)
– Enhance customer data through integration with OneSource database to bring in real-
time customer news and market data
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6. What we are building in 2009
Account Dashboards
Key Account Lists
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