positioning success services at pre-sales stages

Intro to Salesforce Cloud Services

  Achieve Business Value, Faster.

Forward-Looking Statements 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.

Assisted Service

Predictive Marketing

Smart Apps

Chat Bots for Community

Actionable Analytics

Predictive Commerce

Guided Sales

Connected Products

The Age of the Customer Intelligence pushed to every touch point

Eight Leading Apps, One Platform Connect to your customers in a whole new way

Tami Lau CRM Developer

Cloud Services helps you achieve business value, faster

We provide prescriptive advice, best practices and experts at every stage of your journey Design-led innovation

Data-driven insights

Always-on expertise

Customer Success Managers

Customers For Life

Customer Success & Renewals

Early Warning System

Program Architects

Specialists & Accelerators

Transformational & Design Services

2015 2010 1999

Cloud Services 17 Years of Innovation in Customer Success

Imitated BY MANY

150k + CUSTOMERS

4,500+ PEOPLE

400+ ARCHITECTS

60k+ CERTIFICATIONS

Global Reach Cloud Services are available for your business. Anytime, everywhere.

Sao Paulo

Sydney

Melbourne

Mexico City

Madrid San Francisco Bay area

Portland Chicago Toronto Fredericton

Indianapolis

Des Moines

Krakow

Munich

London

Paris Dublin Berlin

Budapest Rome New York

Noida

Hyderabad Pune Manila

Tokyo

Singapore

Hong Kong

We work across customer organization to drive success

Faster case resolution Increase agent productivity Boost customer satisfaction

Head of Services

Enhance campaign ROI Connect deeper with customers

Head of Marketing

Improve TCO Grow adoption Implement faster in the cloud Chief Information Officer

Increase lead conversion Increase sales productivity Grow revenue Head of Sales

Delivering results that matter

Customers who engage Cloud Services have the highest satisfaction rate

9.1 Customer

Satisfaction

Level of Ambition

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We engage at a level that is appropriate for your business

Accelerated Success

Consultative Success

Accelerators

Advisory

Premier Success Plan Premier+ Success Plan Signature Success Plan

Mission Critical Support Strategic Projects

Experience Design

Innovation & Transformation Center



Always-on expertise

Transformational Success

Success Managers

Success Architects

Success Specialists

• Provide expert advice and prescribe proven best practices from our 150,000 customer experiences

• Leverage experts

majoring in a Cloud and minoring in a functional area

• Provide technical or business expertise and connect business vision to technical practice

• Are deeply connected to

technical teams to future-proof your architecture

• Bring consulting, design and program management expertise together to achieve business outcomes

Roles: SM, EM, CM, SP Roles: BA, PA, TA, SA, Roles: PE, PD, CD, UX, SE, MC

Experts that help you achieve business value, faster Success Planning: We engage early to craft the best solution roadmap for your business

Dedicated To Your Success – customer feedback

“I see developing our Salesforce platform as a journey. It’s not finished yet, but we’ve made tremendous steps forward with the help of our trusted advisor.”

Steve Brown, Executive Director for Channel, Sales, and Marketing, Dell “We look at our Program Architect as a constant source of advice, design and architectural input, as well as an effective problem solver. Our advisor is the go-to guy for all things Salesforce adds.” Christian Tchatchouang, Head of SELL Domain Delivery, Vodafone

“We saw a 50 percent increase in performance after getting proactive support from our Mission Critical Support team.”

Jeff Cordell, Chief Information Officer, LanguageLine “Salesforce Premier Success has been critical to our success—we couldn’t operate without it.”

Christine Comer, Director of Client Services, Colorado Department of Health Care Policy and Financing

Cloud Services Helping companies get the most out of Salesforce

Cloud Services Offerings

Accelerated Success products are dedicated to helping you drive adoption of your Customer Success platform

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Level of Ambition

Accelerated Success



Adopt and advance, on any cloud. ╸Premier Success Plan ╸Featuring Accelerators

Access senior level business and technical advice & implementation programs.

Address complex organizational challenges and create disruption in order to win.

Success Resources Access to Success

Managers, Premier Points, and Success

Programs

Enhanced Support 24x7 tech support & developer support

Expanded Training Online, role based,

and customized training

Accelerated Success

Exclusive Apps Apps built & supported

by Salesforce

Premier Success Plan Access to Salesforce expertise, resources, support, and value

Why does it matter: ●  Proven correlation between Premier and adoption

means your Salesforce plans will succeed ●  Access exclusive Premier assets and communities,

enhanced support SLAs, and Cloud Services such as Accelerators

“Premier Success has been critical to our success – we could not operate without it.”

HCPF- Director of Client Services

Accelerated Success

Targeted engagements that are a feature of Premier designed to deliver the results your business demands

Why does it matter: ●  Benefit from best practices in order to ramp up new

initiatives

●  Receive a personalized consultative engagement without the complexity of a large project

“Accelerator asked the right questions and helped us successfully deploy a customer

community.” CenturyLink- Community Manager

Select from a portfolio of 70+ personalized 1:1 engagements

Accelerators

Salesforce Specialists

Remote and onsite engagement models

Focused on a unique need

Full spectrum of Accelerators by Cloud and functional area

(e.g., governance)

Value-based deliverables

Focused on meeting your KPI’s


Access to Salesforce expertise, resources, support, and value Why does it matter: ●  Proven correlation between Premier and adoption

means your Salesforce plans will succeed.

●  Access exclusive Premier assets and communities, enhanced support SLAs, and Cloud Services such as Accelerators.

“Premier+ and the developer support team saved me 10 hours just yesterday. Even in research and

development, they save us week’s worth of work.” Shutterstock - Salesforce Administrator

Premier Plus Success Plan

Success Resources Access to Success

Managers, Premier Points, and Success

Programs

Configuration Services

Enhanced Support 24x7 tech support & developer support

Expanded Training Online, role based,

and customized training

Exclusive Apps Apps built & supported

by Salesforce

Next Success Services call on: 10th January 2017 ‘Day in the life of a Customer Success Manager’ https://attendee.gotowebinar.com/register/925786969069805571

Thank Y u

Level of Ambition

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We engage at a level that is appropriate for your business

Accelerated Success


Accelerators

Advisory

Premier Success Plan Premier+ Success Plan Signature Success Plan

Mission Critical Support Strategic Projects

Experience Design

Innovation & Transformation Center



Always-on expertise
