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Transform Customer Service
    with Service Cloud
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 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 intellectual property and other litigation, risks associated with
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-Q for the most recent fiscal quarter ended July
31, 2012. This 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.
Service Matters More Than Ever




                  89%
  of customers began doing business with a competitor
          following a poor customer experience*




                       * Harris Interactive, 2011 Customer Experience Impact Report
Word of Mouth




                 9-10
    friends that customers will tell about their bad
                  service experience*




                  * Source: the White House Office of Consumer Affairs, Washington, DC.
Hand Me the Megaphone!




                 16%
    of consumers who had unsatisfactory service
   shared their experiences through social media in
                        2009.*




                 Forrester: “Updated 2011: How Consumers Complain About Poor Service”.
Tweet That!




                 24%
   shared their unsatisfactory experiences on social
      media in 2010, a 50% annual growth rate.*




                 Forrester: “Updated 2011: How Consumers Complain About Poor Service”.
Shifting Service Channels




                               Source: Global Contact Center Benchmarking Report 2011
            “Which of the following channels are currently in your contact Center?” N=231
Today’s Service Can’t Connect with
 Customers



Your customers are connected…   …what about your company?


                                    Service Centre
Difficult to Delight your Customers
 Today
Inconsistent Service         Low Agent                Poor Customer
  Across Channels            Productivity              Experiences




                                                                            Unhappy
                                                                             Unhappy
                                                                           Customers
                                                                            Customers



Disconnected systems      Multiple service screens        No context

  Multiple knowledge     No single knowledge source     Not personalized
         bases                                          Slow, inaccurate
                           Not connected to back-           answers
 No support for social             office
                                                         Low quality of
 No support for mobile        No collaboration            interaction
The 360° View is Now More Complex

Sales View                    Customer Service
                                   View



  Marketing                   Billing & Finance
    View                             View




                Social View
Transform Customer Service with Service
Cloud

                 Your Customer




             Cloud . Mobile . Social
World’s #1 Customer Service
Application




                     Build great
               customer connections
                through outstanding
                  customer service




Social     Agent    Phone/                  Web Self-   Knowledge    Social
Profile                      Email   Chat                           Channels   Communities   Analytics   Partners
          Console    CTI                     Service      Base




                                     Salesforce Platform
Serving Companies of All Sizes


                       34,000+ Companies

      Enterprise




         Medium




             Small
Helping Customers Succeed Across All
Metrics


                                    +36%                 +37%
                  +36%           Decrease in
                                                        First Call
                 Agent                                 Resolution
               Productivity     Support Costs
    +28%
   Customer
   Retention
                                                                                                         +34%
                                                                                                         Increased
                                                                                                          customer
                                                                                                         satisfaction




          Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-
          party, MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.
Cloud Enables Continuous Innovation

             Spring & Summer ’12   Winter ’13
The Service Cloud for Small Business




             Simple ∙ Social ∙ Mobile



Simple      Case       Social     Self-    Mobile   Business
Setup    Management   Support    Service   Access   Insights




                                Salesforce Platform
Optimized for Companies Under 100
Employees



                        Enterprise




                            Medium

        100
      Employees


                                Small

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Cloudforce Essentials 2012 - Transform Customer Service with Service Cloud

  • 1. Transform Customer Service with Service Cloud
  • 2. 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 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 intellectual property and other litigation, risks associated with 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-Q for the most recent fiscal quarter ended July 31, 2012. This 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.
  • 3. Service Matters More Than Ever 89% of customers began doing business with a competitor following a poor customer experience* * Harris Interactive, 2011 Customer Experience Impact Report
  • 4. Word of Mouth 9-10 friends that customers will tell about their bad service experience* * Source: the White House Office of Consumer Affairs, Washington, DC.
  • 5. Hand Me the Megaphone! 16% of consumers who had unsatisfactory service shared their experiences through social media in 2009.* Forrester: “Updated 2011: How Consumers Complain About Poor Service”.
  • 6. Tweet That! 24% shared their unsatisfactory experiences on social media in 2010, a 50% annual growth rate.* Forrester: “Updated 2011: How Consumers Complain About Poor Service”.
  • 7. Shifting Service Channels Source: Global Contact Center Benchmarking Report 2011 “Which of the following channels are currently in your contact Center?” N=231
  • 8. Today’s Service Can’t Connect with Customers Your customers are connected… …what about your company? Service Centre
  • 9. Difficult to Delight your Customers Today Inconsistent Service Low Agent Poor Customer Across Channels Productivity Experiences Unhappy Unhappy Customers Customers Disconnected systems Multiple service screens No context Multiple knowledge No single knowledge source Not personalized bases Slow, inaccurate Not connected to back- answers No support for social office Low quality of No support for mobile No collaboration interaction
  • 10. The 360° View is Now More Complex Sales View Customer Service View Marketing Billing & Finance View View Social View
  • 11. Transform Customer Service with Service Cloud Your Customer Cloud . Mobile . Social
  • 12. World’s #1 Customer Service Application Build great customer connections through outstanding customer service Social Agent Phone/ Web Self- Knowledge Social Profile Email Chat Channels Communities Analytics Partners Console CTI Service Base Salesforce Platform
  • 13. Serving Companies of All Sizes 34,000+ Companies Enterprise Medium Small
  • 14. Helping Customers Succeed Across All Metrics +36% +37% +36% Decrease in First Call Agent Resolution Productivity Support Costs +28% Customer Retention +34% Increased customer satisfaction Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third- party, MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.
  • 15. Cloud Enables Continuous Innovation Spring & Summer ’12 Winter ’13
  • 16. The Service Cloud for Small Business Simple ∙ Social ∙ Mobile Simple Case Social Self- Mobile Business Setup Management Support Service Access Insights Salesforce Platform
  • 17. Optimized for Companies Under 100 Employees Enterprise Medium 100 Employees Small