Salesforce Community Cloud Reimagine Customer, Partner, and Employee Engagement

Todd Goodykoontz Director, Community Cloud Alliances

tgoodykoontz@salesforce.com in/toddgoodykoontz

Forward-Looking Statements

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 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.

Rapid Growth

 End the portal era with Salesforce Communities

 Customer momentum builds new Community Cloud

 Next Gen: System of Record + Engagement + Intelligence

Our path since 2010

that’s us!

We Engage With Communities In Every Aspect of Our Lives

pledged to projects

$1.3B 200k calls to

businesses per day

78m bike rides

shared

2M Votes Cast

85% of B2B

marketers use

94% of

recruiters use to vet

candidates

Today’s Customer Facing Technology Falls Short

Branded and open BUT…

Not personalized or interactive

Websites

Interactive discussion BUT…

Not connected to business processes

Social Communities

Connected to business data BUT…

Not mobile or personalized

Portals

Client Video

Introducing Salesforce Communities

 Application  (for internal or external users)

 Multi device Business Purpose Collaboration / Knowledge Building /

Documents

Secure Data Access

+ + + +

= AP

Is

2,700+ Partner Apps Open Ecosystem

Workflow Data & Objects Identity

Fast App Dev & Customization

Analytics Collaboration Mobile UI

Scalable Metadata Platform

Trusted Multitenant Cloud

+

2010 Chatter

Launched

2013 Communities

Launched

2015 Lightning

Experience

2016 Lightning for Customer, Partner and Employee

Communities

2014 Community

Cloud

that’s us!

Communities Employee, Partner,

Customer

Files Files, Content, Attachments

Chatter Feed, Groups, Profile

7500+ Activated Communities 55M Members

255K Networks 10M Members

>5bn Files 40% Y/Y Growth

Communities Are Transforming Industries 9 Salesforce Communities Go Live Every Day!

July 2013 Today

7,500+ Active Communities

Accelerate Your Business With Community Cloud Average Percentage Improvements Reported By Customers

+36% Employee

Engagement Increase

+43% Partner Sales

Growth

+46% Finding Experts Quickly

+49% Faster

Collaboration

+46% Partner

Engagement Improvement

+47% Faster

Resolution Time

+45% CSAT

Increase via Self-Service

+51% Faster

Response Time

Source: Salesforce.com Customer Relationship Survey conducted March 2013 – March 2015, by an independent third-party, Confirmit Inc. Survey respondents were from over 14,000 business executives/project sponsors and system administrators worldwide, randomly selected.

A System of Record, Engagement and Intelligence

System of Record System of Engagement and Intelligence

Business Data Feed Files Groups Profile

Employee Community Partner Community Customer Community

Community Extends Customer Relationship Management Customer

Communities Partner

Communities Employee

Communities

Multitenant Cloud

Apps Sales Analytics Service Marketing

Online Self-Service

Support Cases

Service Console / KB

Reseller Sales Channel

Sales Opportunites

Configure, Price, Quote

Employee Engagement

IT / HR Cases

HRIS / ECM

Embedded Records Integrated Systems

No Communities

Yes Communities

Community Cloud is a Huge Opportunity in Every Customer

92%

Proportion of Existing Accounts with Communities

…but 92%+ of our customers do not have communities today

…and 20% of Community customers purchased multiple communities

33,000,000 Customers

328,000 Brokers

30,000 Employees

6,000 Service

1,000 Sales

Sales Cloud Connected Agents & Inside Sales

Service Cloud Connected Service Reps

Customer Communities Connected Agents & Customers

Employee Communities Connected Employees

Partner Communities Connected Agents

Multiply Solution Reach with Communities!

Accelerate Sales with Community Cloud Channel Sales Partner Community

Connect channel sales reps with account managers and product experts

Deal Registration

Marketing Fund Requests

Lead Distribution

Access to Experts

Partner Onboarding & Certification

Shared Reports & Dashboards

www.schneider-electric.com

•  Creating a global salesforce

•  Onboarding and training partners

•  Growing each partner’s business

Transforming their go-to-market

Schneider Electric Partner Community

Connect Customers with Community Cloud Customer Self-Service Community

Connect customers with one another and internal service reps

Questions & Answers

Idea Sharing

Case Escalation

Knowledge Articles

Leaderboards

eWay Customer Self-Service

Processes 25% of online payments in Australia – 18,000 business customers with 4.6 Billion payments in 2014

Immediately reduced service tickets by 50% after implementing community self-service

Lighter agent load reduced average response time from 65 minutes to 16 minutes

Used Community Templates to quickly replace Zendesk and link to a single CRM system

Transform the Workplace with Community Cloud Internal Employee Community

Connect employees through a fully branded, mobile, social intranet

Unified Files Management

Microsoft SharePoint Integration

Employee Help Desk

Chatter Social Collaboration

Business Data in Context

Sky Employee Community

Europe’s leading entertainment company serving 21 million customers across 5 countries

Community self-service reduced employee downtime by £273k per month

Employee Community handles almost 1 million monthly logins from 28,000 active users

App Cloud links 4000 field engineers to the Community over mobile for a seamless UX

Introducing the Buy Button for Every Business Community

Eliminate Friction Discover, research and buy in one place.

Deliver Commerce in Context Recommendations become purchases.

Integrate Commerce without Code Quickly create a whole new sales channel.

Bringing The Salesforce Ecosystem To You

Commerce Social + Surveys

Video Blogs Search/Utility

The Customer Experience Has Many Touch Points

Channel & Service Partners Resellers, contractors and agents

are more engaged, capable and productive.

Customer Driven Decisions Quickly understand changes in

customer sentiment and behavior.

Customer Self-Service Customers can help each other and themselves anywhere, any time.

Online Relationship Extend online brand with constant interaction with and between customers.

Extended Operations Connect employees across organizational boundaries and extend their reach.

Accessible Processes Create cases, update leads, approve expenses from the

community or any device.

thank y u