Alex WolinVice President, AmericasSalesforce.com

Únete a la conversación

Safe Harbor

Safe harbor statement under the Private Securities Litigation Reform Act of 1995: 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 subscriber growth, attrition, 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, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, subscriber attrition, interruptions or delays in our Web hosting, breach of our security measures, 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 filed and our quarterly report for the most recent fiscal quarter ended October 31, 2008. These documents 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 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.

Delivering Great Service Has Never Been More Important

2001 2002 2003 2004

0

20

40

60

80

-20

-40

DJIA:- 5%

S&P 500:- 19%

ACSI Highest Rated Service Companies:

+75%

Cha

nge

in S

tock

Pric

e (%

)

Source: Journal of Marketing, “Customer Satisfaction and Stock Prices”, January 2006

The Old Model is not Working

But Can’t Connect Here:Built for This:

Discussion Forums

The Cloud Community

Company Websites

Contact CenterContact Center

Upgrades & Maintenance Impact Satisfaction

New Software Installation

Hardware Upgrades

Customization Reprogramming

Integrations Reconfiguration

Performance Tuning

Testing

DissatisfiedCustomer

Isn’t there a better way to run your call center?

1980’s: Call Center

Your Customers’ Approach to Service Is Evolving

Today: The Cloud1990’s: Contact Center

EmailChatPhone

More Channels More ConnectedMore Experts

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

Our Mission: Cloud Computing Driver, Catalyst & Evangelist

1960’sMainframe

1980’sClient/server

TodayEnterprise Cloud

Computing

Applications Moving to the Cloud

TodayCloud Computing

Applications

1960’sMainframe

1980’sClient/server

1960’sMainframe

1980’sClient/server

Platforms Moving to the Cloud

TodayCloud Computing

Platforms

The Cloud Computing Model: Right for These Times

Multi-Tenant:

Pay As You Go:

Elastic:

No Capital Expenditure

Predictable Operating Costs

Scales With You

The world’s most complete cloud applications (software-as-a-service)

The fastest way to build apps on a cloud platform (platform-as-a-service)

Real-time cloud infrastructure (infrastructure-as-a-service)

The Real-Time Cloud

Unlimited Real-Time Customization

Granular Security & Sharing

Real-Time Workflow& Approvals

Programmable User Interface

Real-Time Mobile Deployment

Real-Time Analytics

750+ Integrated Applications

Salesforce Delivers The Real-Time Cloud

Multitenant Kernel

ISO 27001 Certified Security

Proven, Real-Time Scalability

Programmable Cloud Logic

Real-Time Sandbox Environments

Integrated Content Library

Real-Time Web Sites

Salesforce to Salesforce

Proven Real-Time Integration

ProvenReliability

Real-Time Upgrades

3 Global Data Centers & Disaster Recovery

Real-Time Query Optimizer

Real-Time Transparent System Status

Industry “Leader” for the Service Cloud

April 3, 2009

2009 Magic Quadrant for Customer Service Contact Centers

The Cloud Computing Leader for Service & Support

54%

1 Keith Dawson, Principal Analyst, Frost & Sullivan, May 15th 2009, “North American Customer Service & Support Applications Market”

2008 Market ShareCustomer Service & Support Cloud Computing Applications

EverybodyElse

Helping Over 8,000 Service Organizations Move to the Cloud

95%Will Continue to Use Salesforce

93%Would Recommend to Others

75%Have Already Recommended

Source: Independent third party, MarketTools Inc. survey conducted June 2009 across 6,000 customers.

Customers Succeed in the Service Cloud

Average Improvements of 3,500+ Salesforce Customers Surveyed by Market Tools, Inc., December, 2008

Service Cloud Manager

Phone Search

Join the Conversation

Email

Chat

Social

Service Cloud Keeps You Connected Everywhere

Community

Customer PortalPartners

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

The Long Tail of Knowledge Escapes Most CompaniesFr

equency

of

Quest

ions

Types of Questions

Your Experts’

Knowledge

CommunityKnowledge

20% 80%

Harness Knowledge Across Every Channel

Fully Integrated Mutli-Tenant Highly Relevant

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

Join Community Conversations in the Cloud

Public KnowledgebasePublic Ideas ForumsForce.com Sites

Salesforce for Twitter

How do I fix this product? Search

Facebook Answers

Cloud-Native Platform

Search Social Social

Extend Your Community to Facebook

Source knowledge from 250+ million experts on Facebook.

Salesforce Answers

Your Customers Are Tweeting About You

How do I fix this product?

update

Your Customers Are Tweeting About You

Increase Customer Satisfaction

Monitor & Join Twitter Conversations

Capture Knowledge from the Twitter Community

Share Knowledge from Tweets

Available at No Charge on the AppExchange

Salesforce for

Cloud Computing Platform Lets You Deploy Quickly

Our Customers Deploy in…

12 weeks

12 weeks

6 weeks

14 weeks

8 weeks

4 weeks 12 weeks

12 weeks 12 weeks80 Days37 Days

Enterprise:SMB:

Source: Independent third party, MarketTools Inc. survey conducted Dec. 2008 across 3,000 customers.

Service Cloud DemoService Cloud Demo

Salesforce for TwitterSalesforce for Twitter

What’s next?

Visit our Youtube Demo Site: http://www.youtube.com/user/salesforce

Start a Free Trial @ www.salesforce.com/mx

Email me at awolin@salesforce.com

Thank you