Keynote: Welcome to the Age of the Customer

Opening Film

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Welcome to the

Age of the Customer

Hrvoje Supic Sales Executive Eastern

Europe, Russia/CIS

@hsupic

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.

Salesforce: 4th Largest Enterprise Software Company in the World This Year

2011 • 2012 2013 • 2014

2015

Most innovative

companies in the world

4th largest software company based on analyst consensus revenue for FY2017. Salesforce fiscal 2017 guidance provided November 18, 2015: "revenue for the company's full fiscal year 2017 is projected to be approximately $8.0B to $8.1B.”

employees

FY17 revenue guidance

$8.32B

24K

2013 • 2014 2015 • 2016

2008 • 2009 • 2010 2011 • 2012 • 2013 2014 • 2015 • 2016

New Technology Model

Multitenant cloud computing Innovation. Not Infrastructure

Scalable metadata platform Adapt to your unique business

Most trusted enterprise cloud Security | Availability | Performance

faster time to market

+70%

New Business Model

Subscription pricing

Customer Success Group

Broad ecosystem and community

Focused on Customer Success

increase in customer revenue growth

+37%

pledge1percent.org

1.4M+ Service hours1% Time

$120M+ Grants1% Equity

28K+ Nonprofit organizations

1% Product$250M Donated

product

New Philanthropic Model1-1-1 Model

780+ CompaniesPledge 1%

Aleš KozákDirector

“Nothing is more important than the trust and success of every customer.” - Keith Block

Vice Chairman, President & COO

“Our cloud platform and rapid release cycle inspires innovation for every sized business.” - Parker Harris

Co-Founder

“Our Customer Success Platform accelerates growth for every customer.” - Alex Dayon

President & Chief Product Officer

“The business of business is to improve the state of the world.” - Marc Benioff

Chairman & CEO

Our Core Values

IoT

DataScience

Social

Mobile

Cloud

Billionsof connected things

Trillionsof customer interactions

MillionsThousands

The Age of the CustomerEverything and everyone is connected

LAN/WAN

Client

Server

SNA

Mainframe

Terminal

Connect to Your Customers in a Whole New Way

Apps & ProductsConnected

faster case resolution

66%

EmployeesConnected

PartnersConnected

CommunitiesConnected

Run Your Business From Your Phone

smartphones by 2020

6B+

Build 1-to-1 Customer Journeys

of world’s data created in last

12 months

90%

Everyone and Every Thing is SmarterGet smarter about your customers

Your company Your customers

The Customer Gap

of customer data has been analyzed

1< % 77%of customers are not engaged with companies

Become a Customer Company

IoTIoT

Connect to your customers in a whole new way.

Run your business from your phone.

Build 1-to-1 customer journeys.

Get smarter about your customers.

IoTIoT

Global CRM Leader

App Cloud

Community Cloud

Marketing Cloud

Service Cloud

SalesCloud

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.The Gartner documents are available upon request from Salesforce.

A Magic Quadrant Leader for Sales Force AutomationGartner, "Magic Quadrant for Sales Force Automation," Rob DeSisto, Tad Travis, 7/9/15

#1 Marketshare in Sales Automation Applications, 2014IDC's Worldwide Semiannual Software Tracker, June 2015

7 industry-leading apps 1 platform

#1 Marketshare in Customer Service Applications, 2014

A Magic Quadrant Leader for the CRM Customer Engagement CenterGartner, "Magic Quadrant for the CRM Engagement Center," Michael Maoz, Jim Davies, 4/27/15

IDC's Worldwide Semiannual Software Tracker, June 2015

A Magic Quadrant Leader in Horizontal PortalsGartner, "Magic Quadrant for Horizontal Portals," Jim Murphy, Gene Phifer, Gavin Tay, 9/11/15

A Magic Quadrant Leader for Enterprise Application Platform as a ServiceGartner, "Magic Quadrant for Enterprise Application Platform as a Service, Worldwide" Natis, et al. 3/24/15

A Magic Quadrant Leader for Digital Marketing HubsGartner, "Magic Quadrant for Digital Marketing Hubs," Andrew Frank et al., 1/5/16

Customer Success Platform in Action

Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected.  Response sizes per question vary.

Average Percentage Improvements Reported by Salesforce Customers

increase in revenue

+ 37% + 47% increase in agent productivity

increase in marketing ROI

+ 43%

increase in customer satisfaction

+ 45%

+ 55% faster deployment

+ 48% faster decision making

Erik StranavaHead of CRM

Olivier ElbazVice President

Connected World, Disconnected ExperiencesFragmented user

experiencesMultiple development

environmentsDisconnected

apps

Lightning: One Platform, One Experience.

Experience • Builder • Ecosystem

Connect to your customers in a whole new way

Run your business from your phone

Build 1-to-1 customer journeys

Get smarter about your customers

Film

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Sell the way you want Lightning Platform & Ecosystem

Sell faster Salesforce SteelBrick & Microsoft Integrations

Sell smarter SalesforceIQ & Sales Wave Analytics

Sell from anywhere Salesforce1 Mobile App

#1 Sales applicationSales Cloud Lightning

Ami Palan Partner

revenue increase

+37%

Salesforce SteelBrick CPQQuote-to-Cash with Lightning Experience

Accurate sales quotes Create customer-friendly sales quotes easily

Faster branded proposals Build custom templates to match your business

Automated quote-to-cash process Streamline the journey from lead to revenue

NEW

faster quotes

+80%

Introducing:

Connect any data to every user Wave Platform

Get answers, faster Sales Wave & Service Wave Apps

Take action, instantly Wave Actions in Salesforce

Make decisions from anywhere Wave Mobile

Leading analytics platformAnalytics Cloud

Brook Colangelo EVP & CTO

+48%faster decision making

Fast development for everyone Lightning App Builder & Process Builder

Modern developer experience Heroku Enterprise & Lightning Design System

#1 enterprise ecosystem AppExchange & Lightning Components

Trusted, scalable & connected Salesforce Shield, Connect & Thunder

App Cloud Lightning

Paul Daugherty CTO

#1 Cloud app dev platform

+55%faster deployment

Francis ClausonPrincipal Solution Engineer

Demo

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• Thank you • Lets start on the mobile device using Salesforce WAVE • Look at our pipeline – WATERFALL CHART • Week, Quarter, Year • Lets drill into Quarter • Let me explain the view – pipleline • What has dropped out • CP Health – lets post to the group • Snapshot and draw on chart

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• Now I want to look at my Inbox – SALESFORCE INBOX • Laura email asking for meeting • TEMPLATE & time slots • Connected to Salesforce1 • Lets look at the Op • Lets mark the stage complete – Qualification -> Needs

Analysis • Related shows all the details • FEED - see the post we made earlier – see colleagues

offering advice

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• But we also need Off Line • I can then further work on the Op progressing it to

NEGOTIATION • Lets move to my Desktop • List view of Ops • But we can also use the Kanban (CAN BAN) • Drag one between stages • See the TASKS OUTSTANDING – lets take a look

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• SALES PATH • Coaching on the step • We can also see the activity history so at a quick glance we

can see what has been happening

• WE MOVE FROM • WAVE -> INBOX -> SALESFORCE 1 -> DESKTOP • A single platform to allow you to serve your customers in a

whole new way

• MOVE TO APP BUILD

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• Salesforce in a Platform • We can quickly build an deploy apps • Here we are inside lighting app builder • Lets make screen tablet / ipad size • Lets drag and drop the components • SAVE and ACTIVATE

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• Lets move to the Sales rep on the move • He creates a quote • CLICK ON STEELBRICK • But we see warnings that further approval is needed • Manager is on his IWatch – sees need for approval • Approves & the details all change to green • And we generate a quote which we send out to our

customer • SALESFORCE is a PLATFORM for APP building Quickly and

Simply • PASS BACK TO KATARINA

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Roman KubálekSales Director

Connect to your customers in a whole new way

Run your business from your phone

Build 1-to-1 customer journeys

Get smarter about your customers

Film

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#1 Customer service applicationService Cloud Lightning

Connected service Lightning Platform & Ecosystem

Faster service Lightning Service Console & Omni-Channel Support

Smarter service Service Wave Analytics

Personalized service Service for Apps with SOS & Field Service Lightning

-30%field service costs

Jodi Truss Manager, Subscriber Relationship Marketing

Connect your entire workforce Tools for agents, dispatchers & mobile employees

Smart Scheduling & dispatch Automate scheduling based on skills, availability, and location

Manage work in real-time Update work orders, change requests, and job status, on any device

Introducing:

Field Service Lightning NEW

Now available

+48%faster case resolution

Carlson Choi VP, Digital Initiatives

#1 Marketing applicationMarketing Cloud

1 to 1 customer journeys Journey Builder

All channels & devices Email, mobile, social, ads, web & IoT

Predictive marketing Predictive journeys

Connected CRM Customer experiences across marketing, sales, service & apps

+43%marketing ROI

Luciana Chamerlain Manager, Online Commerce Digital Marketing

Connect to business process Platform for embedded files, records & data

Connect faster Lightning Community Builder &Community Templates

Connect smarter Personalized content & recommendations

Connect everywhere Rich, branded mobile experience

#1 Community platformCommunity Cloud

+45%customer retention

Demo

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• THANK YOU • Lets look at how MATTLE uses marketing cloud • PURCHASE – JOURNEY BUILDER – DOWNLOAD – PLAY • Purchase – ASTON MARTIN • Email with App instructions • Download App • Marketing cloud – Email - > Mobile – Social – Advertising –

Web • Journey Maps

• Life cycle – Aquire – Oboard – Engage – Support • Campaigns – times of year

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• ON-BOARD Journey • Specifically the DOWN LOAD MOBILE APP Interaction

• Left side – builder components • Lets look at the trigger event for Purchase which we have

just seen • Download Email template – lets take a look • Call to action – which was to down load • Power of Journey builder to wait and see if they download • For those who don’t down load we can do A-B-C random

split testing to • SMS – email • We can see which Channel performs best & optimize

accordingly

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• Back to ONBOARD journey • My favourite interaction CONNET MY CAR • Lets add a PUSH notification • Its says “DON NOT FORGET TO SCAN THE QR” • Add Push scan QR code • Lets got back to the phone • We have a notification lock screen • Lets start to play the game • First we scan the code – and off we go • PURCHASE – JOURNEY BUILDER – DOWNLOAD – PLAY

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Trailheadtrailhead.salesforce.com

Thank you to our Sponsors

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Agenda08:00 Registrace & Cloud Expo

09:30 Keynote: Get Ready for a New Kind of Customer Success

11:00 Coffee Break

11:30Sales Cloud nám umožňuje obsluhovat zákazníky

na iPADu3 Practical Ways to Successfully Implement

Salesforce - Bluewolf

12:15 Objevte Pardot: Povzbuďte prodej díky inteligentnímu BT2 marketingu

12:45 Oběd a Networking

14:00Service Cloud - jak pečovat o zákazníky v digitální

éře10 Salesforce.com Implementation Best Practices

& more from our PwC Experience

14:45Marketing Cloud - chystáme se invovovat digitální

marketing Od UX až po integraci a bezpečnost. Nechte se CGI

provést implementací Salesforce

15:30 Coffee Break

15:45Na Salesforce App Cloud řídíme všechny procesy,

jen ne obchodSprinx Consulting – zákaznické řešení na míru a

doplňky

16:30 Partnerský panel s Bluewolf, PwC a CGI

17:00 Networking recepce - vychutnejte si drink a večeři s týmem Salesforce

thank y u