Aan001 Townsend 091707

Joel Martin Manager, Customer Successsalesforce.com

Admin II: Advancing to the Next Level

Agenda

Welcome to Dreamforce!

What is this track all about?

We’re here for you.



Target audience Administrators who’ve nailed the basics but are looking to

sharpen their product expertise and take their implementation to new levels of success.

Track design 10 great sessions planned 17 customer speakers Salesforce.com experts

What we hope you get out of it

We’re here for you.

Let us know how we can help

Take advantage of us Success Clinics

Feedback please

Joel Martin

[email protected]

Thank you – and Welcome.

Ashley Landry, Sungard

Maureen Shawcross, iRise

Lara Sullivan, LoopNet

Admin Track II:A Method to the Madness

Safe Harbor Statement

“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve 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.

The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, 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 service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, 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. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

Imagine it. Learn it. Use it.

How to apply what you’ve learned when you get home How do you evaluate which features to leverage from

salesforce.com’s multiple releases a year? Mapping business requirements to functional/technical

features The importance of Change Management and Training Keeping the org clutter free Data Cleansing

Ashley LandryManager, Marketing Operations

Maureen ShawcrossStrategic Projects Manager

Lara SullivanManager, Account Services

Ly TownsendSenior Customer Success Managersalesforce.com

Moderated By:


Global leader in integrated software and IT Services 25k customers in over 50 countries including the world's 50 largest financial

services companies Supply solutions to the financial services industry, higher education and the

public sector Provide solutions to information dependant enterprises of all types to maintain the

continuity of their business through information availability services

Privately Owned Company Annual revenue of $4 billion Global infrastructure spanning 50+ business units

• INDUSTRY: Software & IT Services

• EMPLOYEES: 16,000

• GEOGRAPHY: Global

• # USERS: 1,000+

• PRODUCT(S) USED: Salesforce SFA & Call Center, 3 AppExchange Applications


• INDUSTRY: Software/Consulting

• EMPLOYEES: 145

• GEOGRAPHY: Southern California

• # USERS: 85 EE

• PRODUCT(S) USED: Salesforce SFA & Call Center, AppExchange Dashboard, Custom Objects & Tabs

iRise® is dedicated to bridging the communication gap between customers, business and IT by improving the process of defining software. Over 100 corporations such as Wachovia, SunTrust Bank, Sprint/Nextel and CompuCredit use the iRise application definition platform to get business and IT on the same page – the first time. Visual, interactive application simulations accelerate the delivery of innovative business applications, cut IT costs and reduce the risks associated with outsourced development. Headquartered in El Segundo, Calif., iRise is backed by Morgan Stanley Venture Partners and has sales offices across North America.


• INDUSTRY: Online Real Estate Services

• EMPLOYEES: 140

• GEOGRAPHY: San Francisco, CA

• # USERS: 83 EE

• PRODUCT(S) USED: Salesforce SFA, AppExchange Dashboard, Custom Objects & Tabs, API

LoopNet is a leading information services provider that offers a suite of products and services tailored to the national and local needs of the commercial real estate industry. LoopNet operates the largest and most heavily trafficked commercial real estate listing service online with more than 2.2 million registered members and 920,000 unique visitors monthly. The LoopNet online marketplace contains more than $440 billion of property available for sale and 3.4 billion square feet of property available for lease. LoopNet covers all commercial real estate property categories including commercial land, office space, industrial, multifamily (apartments) and retail.

http://www.loopnet.com/xNet/Mainsite/ContentIndexPages/Restaurant/default.htm

Questions for the Panel

What is your process for implementing/leveraging the latest features?

Review Release Notes Work with your Customer Success Manager Review current business processes and evaluate which

features can be applied Gather information on www.successforce.com Leverage www.IdeaExchange.com to create/promote new

features Attend Webinars, City Tours & Dreamforce!

How involved is the Business in this process?Do you or the Business drive the business requirements?

Keep the Business and Executive Sponsor involved Understand their processes and features that can be

leveraged for improvements Review and prioritize features for each Business and then

implement

Do you have a sandbox environment?If so…how do you leverage it?If not, what do you use as a workaround?

Forece.com Sandbox Salesforce Developer Edition Cloned Org (manual)

Do you have a change management process to implementing/removing fields and keeping your Salesforce org clean?

Work with key owners and stakeholders Conduct weekly meetings with the cross-functional team Keep a log of all change requests Have a plan and objective to review functionality/data

annually Work in Sandbox environment to implement and test impact

of changes Production Rollout Training

What is your approach to data cleansing?

Data Quality Reports and Dashboards More control on who can create new records AppExchange Partner Tools for Data Cleansing

Hoovers, DemandTools, RingLead, etc.

What type of communication do you provide to your end users based on the changes you’ve made?

Communicate changes via Home Page Email, Newsletters Team Meetings & Annual Conferences Web Training & Teleconferences One-on-One Communication

Session FeedbackLet us know how we’re doing!

Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories:

Overall rating of the session Quality of content Strength of presentation delivery Relevance of the session to your organization

We strive to improve, thank you for filling out our survey.

Additionally, please score each individual speaker on: Overall delivery of session

QUESTION & ANSWER SESSION




Ly TownsendSenior Customer Success Manager