It's not about being just an "implementation partner." What the customer wants is a transformation advisor. On an enterprise cloud platform, the tech is part of the service -- which makes more time for more interesting things.

1. Unleash Innovation
with the Customer Success Platform
Peter Coffee
VP for Strategic Research
@petercoffee

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
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.

3. Our Unchanging Mission
Customer Success Driver, Catalyst & Evangelist
Mainframe Client/Server
Enterprise
Cloud Computing
No Capital Barrier to Entry
Subscription-Model Pricing
Non-Disruptive Upgrades
Mobile, Connected, Collaborative
On-Time; On-Budget; On-Spec
Unsurpassed Pace of Innovation
High Capital Barrier to Entry
Not conceived for collaboration
3-10 year cycles of innovation
1960s 1980s Today

4. 15 Years of Customer Success
World’s #1 CRM provider
Most Admired Software Company
#1 most
admired in
software
Leader in Transformative Innovation
2011 • 2012 • 2013 • 2014
#7 best
company to
work for

6. Growth Reflecting Passionate Customer-Centricity
• Nineteen consecutive quarters of declining attrition
• Fastest growing top-10 software company
$1.32B
FY15 Q2
Revenue
FY08 FY11 FY15

7. …but that was only Act 1

8. The Best Way To Be Unreasonable – Believably
 Facts – what we can see is true right now
 Observations – selected facts and calculations
 Consequences – projections, scenarios, boundary cases
 Actions – what we can do right now
 Long View – what to watch; what would change our plan
By no accident at all, this turns out to have an acronym;
So far as I know, no one else is calling their process FOCAL

9. We Can See the Future in Facts Observed Today
Looking back from 2024, we’d ask “Didn’t they notice…?”
 Mobility, connectivity, interaction: hockey-stick curves
 Data science: average salary topped $89k (11Apr’13)
 InfoSec in alarming crisis: ½ of sensitive data were exposed (Dec’12)
 Higher Ed challenged: ½-life of 4-year degree ~18 mos. (1Mar’13)
 Employment redefined: 20-30% of Fortune 100 “contingent” (Mar’12)
 Healthcare transition: cancer outpacing heart disease (CDC & ACS)
 Globalization: 40% of MFG.com re-shored work in 1H12 (27Jun’12)

10. What’s Not “The Future”*
* Because It’s Already Here

11. Our First Fifteen Years: “Cloud” Cutting Complexity
Our Next-Gen Mission: Connection Creating Community
 Mobility: 3.6 billion subscribers = 50% of world population
 Smartphones + Tablets outnumber people (13Oct’14)

12. Our First Fifteen Years: “Cloud” Cutting Complexity
Our Next-Gen Mission: Connection Creating Community
 Mobility: 3.6 billion subscribers = 50% of world population
 Yes, your car will be just a four-wheeled phone

13. Our First Fifteen Years: “Cloud” Cutting Complexity
Our Next-Gen Mission: Connection Creating Community
 Mobility: 3.6 billion subscribers = 50% of world population (13Oct’14)
 Connectivity: 12B devices by end 2014; 4 per person by 2020 (14Oct’14)

14. Tangible Value for Field Service Applications
“Wearable technologies
have been found to boost
employee productivity by
8.5%, experts from
Goldsmiths, University of
London have found.” - gold.ac.uk
“Augmented reality apps like
Aurasma could help field
service organizations
equip techs in the field…
product information with
the point of a camera.” -
thesmartvan.com
“In the next 3-5 years, the
industry likely to
experience the greatest
benefit from smartglasses
is field service, potentially
increasing profits by $1
billion annually.” – gartner.com

15. Our First Fifteen Years: “Cloud” Cutting Complexity
Our Next-Gen Mission: Connection Creating Community
 Mobility: 3.6 billion subscribers = 50% of world population (13Oct’14)
 Connectivity: 12B devices by end 2014; 4 per person by 2020 (14Oct’14)
 Interaction: 864M avg. daily active users on Facebook in Sept.’14

16. Connected Customers Rewrite the Rules
• Cutoff Customers:
– Prospects get content from Marketing
– Buyers negotiate terms with Sales
– Customers raise issues with Support
• Connected Customers:
– Prospects seek insights from customers
– Buyers collaborate on competitor research
– Customers tell the world when they’re not happy
• Companies need new organizations & processes
– Every employee/contractor/partner is a sales or service rep
– Power to address issues must be pushed to edge of organization
– Collaborative response must be available on demand

17. Connected Citizens Redraw Their Contract
• Citizens Past:
– Voters are “audience” for a campaign
– Citizens served by agencies with monopoly power
– Oversight? Inconvenient hearings & information requests
• Citizens Present:
– Every individual interaction is effectively a press conference
– Invasion of profit-sector standards of customer experience
– Almost no such thing as a closed-door meeting
• Public sector needs new organizations & processes
– Every employee/contractor/partner is a spokesperson
– Every citizen is potentially an engaged advisor
– Community contribution is the only sustainable solution

18. Innovation? “Conscious, Purposeful Search”
• There are, of course, innovations that spring from a flash of genius. Most
innovations, however, especially the successful ones, result from a
conscious, purposeful search for innovation opportunities, which are
found only in a few situations. Four such areas of opportunity exist within a
company or industry: unexpected occurrences, incongruities, process
needs, and industry and market changes.
• Three additional sources of opportunity exist outside a company in its social
and intellectual environment: demographic changes, changes in
perception, and new knowledge.
• True, these sources overlap, different as they may be in the nature of their
risk, difficulty, and complexity, and the potential for innovation may well lie in
more than one area at a time. But together, they account for the great
majority of all innovation opportunities.
Peter Drucker, “The Discipline of Innovation,” August 2002
hbr.org/2002/08/the-discipline-of-innovation/

19. Connection: The Differentiating Competency
• Old Competitors:
– Recognized by customers and prospects as rival brands
– Defined by comparable capital assets and expertise
– Bigger threaten with scale; Smaller threaten with agility
• Connection Competitors:
– Discovered by customers and prospects as viral services
– Defying category definitions with lifestyle positioning
– Empowered by data across multiple spheres of behavior
• Who’s Your Competitor Now?
– If Google, Amazon, Walmart, PayPal, Square and eBay aren’t on the list…
…you need a wider and longer list

20. Connection: The Differentiating Competency
• Old Competitors:
– Recognized by customers and prospects as rival brands
– Defined by comparable capital assets and expertise
– Bigger threaten with scale; Smaller threaten with agility
• Connection Competitors:
– Discovered by customers and prospects as viral services
– Defying category definitions with lifestyle positioning
– Empowered by data across multiple spheres of behavior
• Who’s Your Competitor Now?
– If Google, Amazon, Walmart, PayPal, Square and eBay aren’t on the list…
…you need a wider and longer list

21. It’s a Connection Platform
Work.co
m
Did somebody say “CRM”?
Marketin
g
Service
Sales
On average, reps using Salesforce CRM see:
+29% increase in sales from greater visibility
+34% increase in sales productivity
+42% increase in forecast accuracy
It’s what you touch most often
It’s how you control where you go
The steering wheel is not the car

22. It’s a Connection Platform
Sales
It begins with data
The salesforce.com multi-tenant database is
secure, scalable, and equipped to build
collaborative and event-driven applications –
far more quickly than any mere data
container
Database.com

23. It’s a Connection Platform
Sales
Force.com platform is “under the hood” of
Salesforce CRM: it enables rapid
customization with clicks, not code, but
still has full custom code capability.
Build 5x faster* than .Net or Java *
Force.com
Database.com

24. It’s a Connection Platform
Sales
Data.com puts data grooming at the point of use
Force.com
DaDtaata..ccoomm
Chatter
Database.com
Chatter brings data and processes right to you

25. It’s a Connection Platform:
Foundation for Customer Success
Marketing App
Exchange
Sales Service Work.com
Force.com
Data.Data.com
com
Chatter
Fuel
Wave
Heroku1 Communities
Database.com

31. + 40 %
32 %
+ 40 %
+ +
39 %
+
55 %
Increase
in sales
Customer
satisfaction
Marketing
ROI
Customer
retention
Faster
deployment Connection Delivers Success
Average Percentage Improvements Reported by Salesforce Customers
Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected. Response sizes per question vary.

33. Analytics for the Rest of Us
Introducing Wave: The Salesforce Analytics Cloud
Usable Mobile Open
Any Data Build Analytic
Search Based Collaboration Governance
Apps
& Trust
Self Service

35. Introducing Salesforce1 Lightning
User Interface
Sales Service Marketing Community Analytics Apps
Components • Framework • Builder
APIs
PLATFORM SERVICES Force.com • Heroku • Wave

36. It’s Not A Service Without Security
Compliance. Worldwide. Simplified.
• ISO 27001 Certification
•SOC-1 (SSAE 16 – Audit Report)
•SOC-2 (Trust Principles Report)
•SOC-3 ‘SysTrust’ Audit Report
•U.S. GSA ‘Authority to Operate’ (Moderate)
•U.S. FedRAMP PaaS and SaaS (Moderate)
•PCI DSS Compliance
• JIPDC (Japan Privacy Seal)
• TUV Certificate (German Data Protection)
• TRUSTe

37. “Service” Means Instant Readiness to Scale
“The city’s investment can go
further than just merely paying for
a new system. It’ll be able to take
advantage of other apps that work
on the Salesforce platform.”

38. Less Stagnation. More Innovation.
By Matthew Finnegan | Computerworld UK |
Published 10:29, 27 May 14
Eurostar has rolled out Salesforce CRM to improve customer service
for passengers…The high speed rail service previously relied on
up to 13 applications for call centre staff…
One of the main drivers…was the upgrade cycle for the software,
which could have resulted in customised features of the software
being lost. “There were no guarantees that the customisations
would live through the upgrade.”
Another is the ability to make changes to the system once it is live.
“With Salesforce, from the idea until it was done, took less than
two days. There is no way you can do that with other systems…”

39. Trusted. Results. Today.
Legacy IT approach “was
overloading the project with
software, overcomplicating the
site with CPU and memory
taxing applications. Servers
were constantly needing to be
restarted… Any replacement for
the current software will need to
be vastly more simple.”
"Salesforce has been an incredible
tool for us... We purchased on June
1st, and within 8 hours we actually
had published an iPad application...
In about a month, we have something
we can use as a platform that can
evolve with us... rapidly deployable,
works on different devices, highly
configurable..."

40. If It Isn’t a Faster Path to Success…
…Who Cares What It’s Called?
Enterprise
Cloud Computing
Fast Innovative Open Easy Trusted
No Hardware
No Software
Faster ROI
Flexible
Drama-Free
Upgrades
Continuous
Improvement
Any Device
API First
Data Portability
Secure
Transparent
Performance
at Scale
Subscription Model
Real-time
Customizations
AppExchange

41. Innovation Will Never Be Easy
 Tunnel Vision
“Our customers don’t ask for that”
 Petrification
“That’s not our business model”
 Cowboys, Googlephiles & Pirates*
No boundaries, no focus, no discipline
* blogs.hbr.org/2012/04/the-four-worst-innovation-assa/

42. Forging the Chain of Co-Creation
 Opportunity to offer ideas
 Feedback: ideas seen to be considered
 Implementation: visible effect of input
 Attribution: coin of reputation economy

43. Opportunity Ascendant
Communities turn fickle
customers into loyal fans
Collaboration wins the
war for talent
Connected products
replace guesswork with data-driven insights

44. Connect...in Every New Way
Server
Mainframe / WAN
SNA
Terminal
LAN /WAN
Client
Client
Cloud
LTE
Mobile
Thousands value-add
moments
connected
things Billions Trillions
Millions
Wearable

45. Thank you
Peter Coffee
VP for Strategic Research
pcoffee@salesforce.com
@petercoffee
in/petercoffee
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