Community Driven Innovation

Jamie Grenney, Salesforce.com

Bob Pearson, Dell

Caroline Dietz, Dell

Ellen Hammond, Dell

Industry Focus: High-Tech

Kevin Kettler, Dell’s CTO Dreamforce Keynote

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.

Salesforce Ideas Powers the IdeaExchange

Since Dreamforce Last Year

• 4,900 Ideas

• 90,500 Votes

• 7,700 Comments

Marc and Michael Started Talking

Check this out…IdeaExchange.com

I love it. How do I create an

IdeaExchange community for Dell

Customers?

Dell Launches IdeaStorm

“These types of sites are just plain smart. Dell’s new sites are a brave move that many more companies will follow.” - TechCrunch

Over the Last 6 Months…

• 7,200 Ideas

• 510,000 Votes

• 43,000 Comments

Dell Creates EmployeeStorm

“EmployeeStorm offers a secure place where all 80,000 Dell employees can post their ideas regardless of where they site within the organization.”

The First 60 Days

• 2,500 Ideas

• 130,000 Votes

• 7,600 Comments

Coming in Winter ‘08

Vote on Things You Like

Post Ideas

Discuss with the Community

Leverage the Power of Community toBubble the Best Ideas to the Top

“Salesforce Ideas is an exciting new product that lets your employees and customers post, vote on, and discuss ideas with each other.”

Community Driven Innovation

Jamie Grenney, Salesforce.com

Bob Pearson, Dell

Caroline Dietz, Dell

Ellen Hammond, Dell

Industry Focus: High-Tech

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.

Leaders will enter and become relevant in Leaders will enter and become relevant in conversations that occur conversations that occur every day in every every day in every

language all around the world language all around the world about their about their company or product.company or product.

Companies that cling to the past may not Companies that cling to the past may not

realize it, but they will lose relevance.realize it, but they will lose relevance.

““If we're trying to make a good decision, If we're trying to make a good decision,

or predict the future, the knowledge we or predict the future, the knowledge we need is buried in the heads of people need is buried in the heads of people who you would never think to ask.”who you would never think to ask.”

James Surowiecki, The Wisdom of CrowdsJames Surowiecki, The Wisdom of Crowds

Drivers of Change for Online Collaboration

PEOPLEPEOPLE - The Online Population Will Double In 4-5 Years From 1bn To 2bn

Fast growing and emerging markets are leading the way

Ex/120 MM people online in China…less than 10% of the population

CONTENTCONTENT – It Is Exploding

More content on YouTube in 2006 than on the Web in 2000

IDC estimates that by 2010 70% of web content will be user generated.

Anything can be published, mashed up and re-presented

CONNECTINGCONNECTING – People Are Joining Social Networks (Sharing & Conversing)

Move toward fiber, use of white spaces, general hunger for “more”

Social connections through the web (youtube, flickr, myspace) and

sharing information (text, video and audio) with the ability to distribute

information (twitter, tags, links)

Dispelling Myths – The Most Common Ones

Our Company Isn’t Talked About That Much Online

Our Industry Is Different

We Already Have Good Systems In Place To Talk With Our

Customers

We Can’t Share Our Future Plans Due To Competitive Reasons

What If We Can’t Deliver? We Don’t Want To Disappoint Anyone

Why Harness Community-Driven Innovation?

Stimulate Process Improvements and Cost Reductions

Provide Opportunity for Innovative Customers to Tailor Products

Offer Two-way Conversations for Product Teams and Customers

Understand Customers’ Collective Wisdom about What’s Important

Make Customers Part of the Innovation Process

Give Customers Sense of Connection to Company and Products

Cultivate Customer Loyalty

Getting StartedFrom Closed System… …to Open Collaboration

We Only Need One Great Idea, So Why Generate Mediocre Ones

Better Play It Safe, Stick To What We Know

We Know What Our Customers Want

Market Knowledge Is Best Held By Specialists

We Don't Need A Process For Managing Ideas

Create A Climate In Which Ideas Can Reach Their Potential

Actively Seek New Points of View,Give Teams Risk-Taking Discretion

Use a Clear, Structured Idea and Innovation Management Process

Broaden The Scope Of Innovation To Create New Possibilities

Discuss With Wider Environment; Don’t Make Assumptions

FROM IDEA TO ACTIONFROM IDEA TO ACTION

Life-Cycle of an Idea

GET GET ITIT

CLASSIFY CLASSIFY ITIT

FUNNEL FUNNEL IT IT

REVIEW REVIEW ITIT

DECIDE DECIDE ITIT

REPORT REPORT ITIT

Democracy: Posting Ideas

Be Civil Be Yourself

Be Creative Be Interesting

Be Relevant Be Honest and Ethical

GUIDING PRINCIPLES:

Meritocracy: Voting on Ideas

The community wasn’t too excited

about this one.

Conversations: Validating and Improving Ideas

Dell employees join the

conversation.

Closing the Loop: Ideas in Action

A FEW EXAMPLES OF IDEAS IN ACTION…

Delivered Ubuntu Linux on Select Consumer Desktop and Notebooks

Restored the Option for Windows XP on Select Consumer Offerings

Added Solid State Drives as an Option on Select Notebooks

Started the Redesign of Dell.Com with a ‘Needs Based’ Approach for Consumers

Offered Choices in Notebook Colors on Our Inspiron Product Line

Added a Fingerprint Reader to One of Our Most Popular XPS Notebook Systems

Increased Customer Control Over the Addition and Removal of Software Programs

From Idea…

… To Action

This blog post was the most widely-viewed Direct2Dell

post ever, at the time.

EMPLOYEE ADVOCATESEMPLOYEE ADVOCATES

The Employee Community Concept

Online

Internal Blogs

Employee Storm

Internal Wikis

Surveys – Annual and Pulse

Team/Segment

Communications

Personal

Networking Groups

Volunteering

Speaker Events

Award Ceremonies

Team/Segment Events

Rallies

GLOBAL LOCAL TEAM ME

Types of Ideas Employees Champion

Environmental

Community Outreach

Time Away Programs

Recognition Programs

Product Innovation

Anything About Customer Issues

Tool Improvements

Marketing & Branding

Discount Programs

More Employee Benefits

Career Development

Free Caffeine!

Employees Want a Little Humor Too

Interdependencies for Internal Success

PEOPLE STRATEGIES

CULTURE BUSINESS

STRATEGIES

LESSONS LEARNEDLESSONS LEARNED

30

Idea Management Must Be Cross-FunctionalLessons Learned

Global Online

CorporateComm

Product Groups

Global Operations

CTO Office

CorporateStrategy

Business Segments

Corporate (Finance, HR, etc.)

IDEASIDEAS

Business ExpectationsLessons Learned

InternalBusinessPartners

Positive Experience

Executive Support

Defined Process

WHOWHAT

HOWTimely Accurate

Reporting

Access to Data

Alignment with Strategic Plans

Informed Execs

Business Champions

Professional Development

Communication Support

Customer ExpectationsLessons Learned

Customersand

Employees

Positive Experience

Action taken on Ideas

Recognition

WHOWHAT

HOWTimely

Feedback

Dell Participation

Idea Status Explanation

Updated Site

Business Review

PR Support

Onsite Events

“Thank You”

Lightning Rods Direct the Conversation

Supporting the Business with ‘Idea Campaigns’Lessons Learned

Building Loyalty: Recognition is CriticalLessons Learned

A ‘top contributor’ spotlight on the Dell Community page…

… a “thank you” note from a Dell employee…

… an invitation to a product launch event…

… a mention on our blog, Direct2Dell…

Thanking the Idea GeneratorsLessons Learned

Dell recently highlighted IdeaStorm member dhart on our Community page. dhart posted the original

pre-install Linux idea.

More Lessons Learned Don’t Underestimate Participation or Volume

Top-down Leadership Push Drives Business Engagement

Accessibility: Integrate with Communications Strategies and Tools

Active Moderation: They Want To Hear From You

Subject Matter Experts Need to Participate in the Conversations

An Idea Management Process Aids Quick Action and Response

Allow For Humor and Chatting

Censor With Care and Candor

Know Your Audience

Specifically for Employee Sites – HR is A Key Stakeholder

What’s Next for Dell IdeaStorm?

GLOBALIZATIONGLOBALIZATION SIMPLIFYING I/TSIMPLIFYING I/T DELL.COMDELL.COM

IdeaStorm in More Languages Around

the World

Private 1:1 IdeaStorms with

Enterprise Customers

More Links to and References to

IdeaStorm within the Dell.com experience

Thank You!Thank You!

Private Employee Communities

Secure Customer Communities

Public Communities

Sales advice Success stories Employee feedback

Feature requests Best practices Customer feedback

Product ideas Community News Ratings and reviews

This year Next year

When Will Salesforce Ideas be Available?

Salesforce Ideas Sessions at Dreamforce

Track Session Overview TimeIndustry Focus: High Tech

Community Driven Innovation How do you gather feedback from your customers, partners, and employees? Join this session to learn what Dell has done to unleash the power of community driven innovation. Hear how the Salesforce Ideas platform has helped them become more responsive, uncover new market opportunities, and instill a sense of co-ownership with their most passionate evangelists.

9/18 11:15 AM

Product Campground / Demo Theater

Salesforce Ideas Roadmap Come to the product campground to get a demo of the Salesforce Ideas and participate in an interactive session to weigh in on the product roadmap.

9/18 1:30 PM

Advanced Marketing II: Advanced Strategies

Inside Successforce.com – How to Build a Successful Online Community

If you’re interested in starting an online community, or growing an existing community, you won’t want to miss this session. Learn how you can rally empower your customers, partners, and employees to share ideas, contribute content, and learn from one another. We’ll also take a peak into the product roadmap to discuss how Salesforce might fit into your community strategy.

9/18 2:30 PM

Support II: Advanced Strategies

Innovation Through Community Take your customers' ideas by storm. Harness the power of customer and partner communities to spur new ideas and innovations at your company. Learn how community participation through the Salesforce Ideas can redefine relationships with your customers.

9/18 3:45 PM

Visit Blogs.Salesforce.com/Ideas

Q&AQ&A

Don’t miss these Activities:

Visit our High Tech Expo16 Partner Solutions More than 40 breakout sessionsSoftware and High Tech DemosMeet 2000 High Tech AttendeesBirds of a Feather Industry Luncheon:

Tue 12:15Enjoy a Latte and Network in our

Industries Lounge

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