B P S008 Thayer 091907

Get Smart About Your Customer

Robert Lamb, Clickability, Inc.

Kristen Chase, Optimus Solutions

Jay Thayer, salesforce.com

Track: Best Practices: SMB

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.

http://www.salesforce.com/investor

http://www.salesforce.com/investor

What We Will Cover

Capturing the most relevant information for the success of your customer

Implementing a strategy that can be leveraged throughout the entire customer life cycle

Techniques to make sure that you and your customer are getting the most out of your CRM

Overview of the salesforce.com Customer Success Object

Case Study: Optimus Solutions

Rob Lamb

Director, Customer and Partner Development

[email protected]

• INDUSTRY: Media/Marketing/Software

• EMPLOYEES: 40

• GEOGRAPHY: US / EMEA

• # USERS: 38 (100% Login Rate)

• PRODUCT(S) USED: Salesforce SFA & Call Center, AppExchange

Recruiting, Echosign

Clickability is a SaaS provider of Content Management Solutions to large media and enterprise marketing customers.

Customer Success Program and Manager

A customer success program is effectively an

account management and customer development

effort to increase the value proposition delivered by

your product or service.

A customer success manager serves as an

advocate for the customer becoming an extended

employee of the customer within your organization.

Everyone is involved

Why Should I Care

Attrition It’s easier to keep a customer than find a new one. Especially important in recurring revenue model

Referrals / Word of Mouth Customers are salespeople in the marketplace. 95% of salesforce.com customers would recommend

Growing the Business Upgrades, Upsells, CrossSells Customers are your best prospects

Become a Strategic Business Partner Customer loyalty by necessity

Step 1: Define the value proposition

Remember it’s not yours, it’s theirs Value Proposition is subjective and needs to be understood

Strategic Direction / Executive Sponsorship

Polls, Surveys, Interviews Customers have answers waiting for your questions

Why we bought, why we would buy again.

What is your best customer? How do they use the product?

How do they define your value?

Pick your top 5

Step 2: Organize and Prioritize

Document Capture top 5 elements of customer success in Salesforce

• Account or Custom Object

• Calculated Fields

Other information• Reference

• Renewal Risk

Customer Segmentation Proactive

Reactive

Inactive

Step 3: Communicate and Leverage

Introduce the effort Internally / Externally Newsletters Website Conversation

Integrate the Messaging Sales Process Customer Support vs. Customer Success

Show the Results – Generate Customer Envy Case Studies Success Stories

• Value Generated

Success Site• Best Practices

• Community (http://fanclub.wd40.com/)

Measuring Success at salesforce.com

Success Plan Account Overview – Primary Business Benefit

Success Ratings• Executive Sponsorship

• Process Definition

• Implementation

• Data Quality

• Training

Success Goals

Recommendations

Salesforce.com Success Plan

Kristen Chase

Salesforce.com Administrator

[email protected]

• INDUSTRY: Information Technology

• EMPLOYEES: 450

• GEOGRAPHY: US / EMEA

• # USERS: 250 (over 90% Login Rate)

• PRODUCT(S) USED: Salesforce SFA & Call Center, Service Entitlements,

Info Center, Print Anything

Optimus Solutions provides comprehensive IT solutions though a range of integration and consulting services, as well as hardware, software and storage product offerings.


Business Challenges

• Lack of visibility, knowledge of the customer across

the organization

• Couldn’t provide the best solution to the customer

because not all of the relevant data was located in

one place


The Solution• Creation of a customer development plan within Salesforce

• Development Plan Details• Custom Objects• Custom Fields• Success Stories• Reports• Dashboards


• We weren’t capturing the customer’s

goals/initiatives

• Created a Custom Object: Account Plan

• Created Custom Fields on the Account level to

capture key data related to the customer• i.e.- Fields to capture Infrastructure and Procurement details


• We were acting reactively, rather than proactively

• Created Key Reports for our Business Development managers

to track opportunities in their own and related product lines

• Created Reports around the Infrastructure and Procurement

Fields on the Account to better target customers from both the

Marketing and Sales departments


• We weren’t sharing our success

• Created a Success Stories/Case Studies database

• Both Internally and Externally published


Where are we now?

• Increased our ability to provide a full IT solution to

the customer

• Increased our customer’s view of our sales rep as a

Strategic Partner in their IT initiatives

• We are better able to act proactively to drive

business with our customers

Session FeedbackLet us know how we’re doing!

Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories:

Overall rating of the session Quality of content Strength of presentation delivery Relevance of the session to your organization

We strive to improve, thank you for filling out our survey.

Additionally, please score each individual speaker on: Overall delivery of session

ROB LAMB

Director, Customer [email protected]

Kristen Chase

Salesforce.com [email protected]

Jay Thayer

Principal [email protected]

QUESTION & ANSWER SESSION

B P S008 Thayer 091907

Economy & Finance

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