Douglas Porter your customer won't be calling

Your customer won’t be calling –How Facebook, Twitter and Google are shaping the future of Customer Service

Douglas PorterEMEA Product Marketing

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.

1980’s: Call Center

Customers’ Approach to Service Is Evolving

Today: The Cloud1990’s: Contact Center

EmailChatPhone

More Channels More ConnectedMore Experts

Today Service Starts in the Cloud

How do I fix this product? Search

United Breaks Guitars

All press is not good

press

Does Social Media Matter to My Business?

“3 out of 4 Americans

use social technology”(Forrester, The Growth Of Social

Technology Adoption, 2008)

“2/3 of the Global

internet population

visits social networks”(Nielsen, Global Faces & Networked

Places, 2009)

“93% of social media users believe a company should have a presence in social media”(Cone, Inc. Sep 2008)

“85% of social media users believe that a company should go further than just having a presence on social sites and should also interact with its customers”(Cone, Business in Social Media Study, Sep 2008)

But Yesterday’s Technology Can’t Keep Up

But Can’t Connect Here:Built for This:

Discussion Forums

Cloud Communities

Company Websites

Contact CenterContact Center

The Real-Time Cloud

Success Means Connecting with Customers Everywhere

PhoneEmailChat

Your Contact Center

Your Contact Center

SalesMarketingResellersOEMs

Your Business & Partners

Your Business & Partners

Self-ServiceForums

Your WebsiteYour Website

The Cloud CommunityThe Cloud

Community

Improved customer perception and satisfaction

Protect your brand by responding in real time

Social Strategy is Built on a “Traditional” Foundation

Your Website Your Call Center

Ideas Content KnowledgeKnowledgeCases Answers

Increased adoption of community & self service

Scale, cost effectiveness, accurate measurement

Cases Analytics Workflow

World’s 1st Integrated Multi-Tenant Knowledge Base

Patchwork of ApplicationsPainful Upgrades

High Cost

Fully Integrated with CRMAutomated Upgrades

Predictable, Low Cost Subscription

Cloud Computing Knowledge BaseSoftware

World’s First Knowledge Base Designed for the Cloud

Multi-tenant platform

Serves every channel

Completely integrated

Automatically upgraded

�

�

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-Hugh McKellarEditor in Chief, KMWorld100 Companies that Matter, 2009

Orange Manages Knowledge in the Service Cloud

SPEED: Deployed to agents and customers just in 12 weeks

EXPERTS: Customer feedback drives continuous knowledge improvement

ANSWERS: Dramatic increase in first contact resolution17 Million Customers

12,000 Agents

Run Your Contact Center in the Cloud

Quicker On-Boarding More Productive Agents Faster Case Resolution

Chat

Complete Case Management

Workflow and Escalation

CTI & Chat Integration

Email

Phone

360º visibility shows customer relative value and priority

Real-time analytics allow faster case resolution

Eliminated 8 separate legacy systems

Siminn Responds Quickly to Business ChangeVisibility Allows Aggressive Expansion in Market

Bring the Best of the Web to Your Customers

Track Service Cases, Find Knowledge

…And Lower Service Costs

Deliver Help & Training, Customize the Experience

Connect with Customers, Capture Answers & Ideas

Deliver Faster, Any-Time Service

Drive Customer Adoption

Build Your Customer Community

$7.50 50¢

Call Center Interaction

Self-ServiceInteractionSource: Garnter How to

Justify a Self-Service Implementation, Dec, 18, 2007

Customer Portal

50% Reduction in case processing time

Greater SLA adherence

Unified view of customers

Misys Benefits from Speed & Ease of UseAgents have more visibility to customer commitments

2000 Agents

The Long Tail of Knowledge Escapes Most Companies

Freq

uenc

y of

Que

stio

ns

Types of Questions

Your Experts’Knowledge

CommunityKnowledge

20% 80%

Generate Community Answers & Ideas

Community

Let Your Community Work for You

The best customer answers & ideas rise to the top

Answers solve issues & enhance your knowledge base

Ideas keep you innovative & responsive

Tribal Knowledge with Answers Community Innovation with Ideas

Extend Your Community to Facebook

Source knowledge from 250+ million experts on Facebook.

Salesforce Answers

Publish your knowledge, ideas, and content on your public web site…

Search

… so Google can help your customers find the answer

KnowledgeIdeas

Content

Help Your Customers Find Knowledge With Google

Your Customers Are Tweeting About You

How do I fix this product?

update

Join Customer Conversations on Twitter

Capture customer conversations and knowledge

Share knowledge with your customers

Social

Search

Customer Portal

Email

Ideas

How Crocs Connected to customers everywhere

Social

Crocs Builds Their Social Community for Innovation

• Started in 2002

• Designer, manufacturer and retailer of footwear for men, women and children under the Crocs

• All shoes feature Crocs’ proprietary closed-cell resin, Croslite™, which represents a substantial innovation in footwear

• Our shoes are popular for casual wear, professional and regular wear

• Crocs™ shoes are sold in more than 125 countries

• Sold to over 100 million customers to-date

Shoes for 2 to 102

A Place to Build Relationships

Encourage them to Contribute More

Ranks the top contributors to the site

Showcase their commitment

Drive adoption by using facebook identity

Get Dialogs Started with Surveys & Polls

Plan your Resources Better

Test Product Ideas

Easily Assess Your Market Opportunities and Ideas

Here’s a product we’ve designed, tell us what you think?

“Great Idea! We will be bringing out these heels for Fall 2010.”Duke, Crocs Product Marketing

Show them You’re Listening & Care

Create Value by Giving More Information

CrocsIdeas in Facebook (coming soon)

Demo

Phone

Search

Social

Customer Portal

Example: Case Collaboration

Example: Partner Service

Example: Social Knowledge

www.salesforce.com/servicecloud

Thank You