@SFDCFoundation

/Salesforce.comFoundation

@SFDCFoundation

/Salesforce.comFoundation

Innovative Solutions for Building Healthy

Communities

July 10, 2013

1% Time • Equity •

Product

495,000+

Hours Service

18,000 Non-profit

organizations

$40 M+ Grants

Featured Presenters

Lisa Hammitt VP, Marketing

salesforce.com

Zach Goldstein Director, Systems & Technology

Health Leads

Alexandra Quinn VP, Strategy & Leadership

Health Leads

Salesforce Communities Engagement Never Stops

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 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.

How Do You Communicate the Constituent / Member - Centric Message to Your Communities Buyer?

Chief Marketing

Officer

7 questions to become a constituent / Member -centric organization:

How do you listen to every stakeholders / Member or constituents? How do you engage on every channel?

How do you work as a team to reach your mission? How do you service your constituents /members when and where they need it?

How do you create client, supporter, member, volunteer, and partner communities?

How do you connect your programs and / or services? How do you deliver social and mobile Apps to meet your mission?

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4 7

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Become Constituent / Member - Centric with Communities

Crowd-source the best solutions /support by engaging the community of supporters and new advocates

Engage the entire stakeholder ecosystem to increase cause awareness, program reach, and the power of networks (new advocates).

Efficiently identify constituent and advocate needs while identifying program gaps and overlap

Leverage your networks for increased visibility and exposure.

5 6 3

4

7

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2 Build mission success by servicing your clients / members anytime and everywhere

Deliver constituent / service oriented apps that provide expertise and tap into millions of ‘relevant’ conversations

Deepen engagement and increase support by engaging your constituents / members across every channel

Re-imagine every constituent (member) touch point

Donor Engagement Volunteer Engagement

Client Intake & Engagement Community

Engagement

Donor Prospecting Supporter Outreach Program Outreach

Donor Service Volunteer Support

Client Service Funder & Impact

Reporting

Outreach / Prospecting

Engagement

Service

What’s in it for my constituents?

CMO COO Programs Development CIO

What does this person care about?

Cause Awareness Prospect Generation

Brand Awareness Campaign Success

Partnerships Internal

Communication Mission effectiveness

Efficient case management

Better Client Service Ease of Service and

Reporting

Donor Growth Prospect Growth

Brand Equity

Organizational Success

Innovation

Efficiency

How do they measure success?

Prospect Conversion

Program/Donor Response

Cause Equity

Organizational efficiency

Gap Analysis

Client Success Retention

Resolution Time

Fundraising Growth Campaign Success

ROI

Adoption

Up-Time

What Challenges Do Communities' Buyers Face?

Outreach •  Efficiently identifying influencers and active prospects in your issue/cause •  Identifying successful outreach / prospecting campaigns •  Unleashing the power of your stakeholder / partner networks to expand your reach

Engagement • Engaging when, where

and how constituents need / want it

• Providing access to experts, influencers and staff

• Consistent / member education, messaging and alignment

• Getting real-time community feedback and ideas

Service • Enabling client and

constituent self-service / awareness

• Real-time and collaborative case resolution

• Effective peer support • Sharing resources,

ideas and content

Cases Identity Canvas Touch Customization Collaboration REST &

SOAP APIs Workflow Reporting

Communities of Any Type

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Communities of Interest

Communities of Shared Purpose

Communities of Action

Communities is built off of the success of Chatter

Market Leadership Customer Success Strong PR Coverage

Magic Quadrant Leader

Total Economic Impact

#1 Enterprise Social Network

Technology of the Year

Innovative Company

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2

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4

5

MAP – Map out goals

INVEST – Invest in a community manager

BUILD – Build Community with Community

ENGAGE – Engage Hearts and Minds

MEASURE – Measure, Learn and Repeat

ENGAGE to Build Thriving Communities

FIVE STEPS TO

CREATING A VIBRANT

COMMUNITY

.

Salesforce Delivers the Requirements for a Successful Community

Social Collaboration

Branding & Customization

Business Processes

Mobile Access

Security & Reliability

Social Intelligence

GE Capital: “Builders not Bankers”

$400+ Billion in Assets

1 Million Commercial Customers

Transforming Relationships through Communities

HealthLeads connects patients to doctors and clinics •  College undergrads leverage doctor communities

•  Rolling out to thousands of users and praised as the new social model by Michelle Obama

•  High improvement in client satisfaction scores

   

Building  Healthy  Communi2es      

Health  Leads  July  10,  2013  

         

The Challenge

Doctors prescribe antibiotics to low-income patients living in a car or with no food at home that night.

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Doctors lack time, knowledge, & support to address patients’ basic resource needs – even though they impact health outcomes & costs.

Confidential – Do Not Distribute 17  

The Challenge

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4 Poor health poverty yet worse health outcomes

Clinics lack sufficient infrastructure to address resource needs

Ex. Boston Medical Center 2 social workers for 24,000 pediatric patients

Confidential – Do Not Distribute 18  

Study conducted by Harris Interactive on behalf of the Robert Wood Johnson Foundation in Fall 2011 among 1,000 physicians, of which 690 were primary care physicians and 310 were pediatricians. 

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Health Leads envisions a healthcare system that

addresses all patients’ basic resource needs as a standard part of quality care

Health Leads’ mission is to catalyze this healthcare system by connecting patients with the basic resources they need to be healthy, and in doing so, build leaders with the conviction and ability to champion quality care for all patients.

Our Vision and Mission

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Health Leads’ Model

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Health Leads’ Model

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“Health Leads fills the gap in healthcare by providing extra support to patients that the current system doesn’t provide.”

--ED of a Health System in Maryland

“We discovered together that for our patients, the doctor acting alone is no longer good enough.”

--Medical Director in a NYC Hospital Center

Impact

23  Confidential – Do Not Distribute

“Health Leads helps health care providers to respond to concrete and essential patient needs… [and] frees up enormously valuable clinical time for clinical needs.”

--VP of Community Health in a Health System in Boston, MA

Expand Health Leads

Advise Health Care Institutions

Lead The

Movement

Catalyze

Health Leads’ Four-Year Strategic Plan: Expansion and Catalyze the Market

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LEARN  

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ENGAGE  BUILD  INVEST  MAP  

Manage  Clients  

Mobile  

Build  Community  

Hospital  Integra2on  

LEARN  

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ENGAGE  BUILD  INVEST  MAP  

Clients  

Advocates  

Program  Manager  

Doctors  

LEARN  

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ENGAGE  BUILD  INVEST  MAP  

Manage  Clients  

Mobile  

Build  Community  

Hospital  Integra2on  

Today  

What is Next? Health Leads & Sector Evolution

Push Evangelizing a

Community Approach to meeting non-medical

needs

Pull 600+ expansion

requests

Lead Innovation Care Delivery

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How  can  we  use  this  approach  not  only  within  health  care  but  also  in  other  sectors  that  serve  vulnerable  popula4ons?  

Thank You