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  • Joel MartinManager, Customer Successsalesforce.comAdmin II: Advancing to the Next Level

    Good morning everyone my name is Joel Martin, and I manage our Customer Success Team here at salesforce.com. Ive been with salesforce.com for a little over 4 years, and this is my 4th Dreamforce.

    If youre wondering about the fur hat Im in from Toronto Canada.

    This year, Ive had to opportunity to be the Track Lead for this track - Admin II Advancing to the Next Level; and have been working with the session owners and speakers to put together what we feel and hope you will agree is an informative, relevant, and actionable series of sessions for you.

  • AgendaWelcome to Dreamforce!

    What is this track all about?

    Were here for you.

    I want to take just a few minutes before Ly takes over with to kick off this track with you all and let you know what we have in store for you.

    First, let me start be welcoming you (again) to the conference and thank you for coming and for being part of this community with us. We are very excited to have you all here, and are looking forward to spending the next few days working with you to share and learn best practices.

  • What is this track all about?

    So to set the stage on the theme of this session Ive invented a new work which is to Successorize.

    And the definition of that word is to fit or equip with success, through the dissemination of best practices.

    Feel free to use that word as much as possible during the conference, its really the first step in the new language I am creating.

  • What is this track all about?Target audienceAdministrators whove nailed the basics but are looking to sharpen their product expertise and take their implementation to new levels of success.

    Track design10 great sessions planned17 customer speakersSalesforce.com experts

    What we hope you get out of it

    Ok so lets start with a little group exercise nothing too strenuous, as I know its early.

    Would everyone who has been to Dreamforce before, please raise your hand and keep it in the air for a minute.

    Ok now everyone take a look around the room. I want you to get a sense of the knowledge and experience that is in this room and sitting all around you. We really believe in the power of the community, and as much as we are hoping to share knowledge and best practices with you, there is tremendous knowledge and experience all around you so please, take advantage of that. There will be multiple opportunities for you talk to your neighbors and peers, and I would encourage you all to take advantage of that.

    Weve designed the flow and the specific session of this track with you in mind. Our target audience is really folks who have moved beyond the basics in terms of implementation and product knowledge, and are at a point where you are looking to take the next steps.

    Weve enrolled some internal experts to help manage the sessions, but have also harnessed the knowledge of the community, and have 17 great speakers lined up to share with you as well.

    My hope our hope for you is that you will leave this conference with new knowledge, relationships, ideas and energy that you can take back to your respective companies and share.


    I want to just highlight the line up of sessions that we have planned for you in this track. If you refer to page XX in your program guide, you can see the overview of all the sessions that are a part of this track. I just want to give you an idea of the themes and topics that we will be focusing on. I know that there are likely some sessions in other tracks that are of interest to you, and encourage you to attend any sessions that you feel are relevant for you. If you find there are two session at the same time you want to attend fear not they will all be recorded and posted on successforce.com following the conference for you to access.

    As you can see, there is a mix of process and product oriented sessions, as well as more on extending your implementation through features, geography, integrations and to your customers and partners.

  • Were here for you.Let us know how we can help

    Take advantage of us Success Clinics

    Feedback please

    So now that you have an idea of the goal of this track and what we have planned, Ill wrap it up and let this session get started.

    Were very happy to have you here, and want to ensure that you have a great experience so please, let us know how we can help.

    If you have not already aware of, or signed up for Success Clinic down in the campground area I encourage you to take advantage of that. These are 20-minute, 1:1 sessions where you can corner a salesforce.com expert and ask them what ever burning question(s) that are on your mind. Sign up for these at the helpdesk area in the salesforce.com campground.

    Finally, we are always looking to improve and welcome your feedback. Please take a minute at the end of each session and fill out the feedback forms and tell us what you liked and where you thought we could improve. This year will be better than last, and we hope to make next year even better than this.

  • Joel Martindjmartin@salesforce.com Thank you and Welcome.

    I and my team are here to help, so feel free to reach out to me throughout or following the conference if we can be of assistance.

    Thank you again, and please enjoy the conference.

    Now that Ive cut into the first session time, let me introduce the session leader, and one of the Senior members of my team Ly Townsend.

  • Ashley Landry, SungardMaureen Shawcross, iRiseLara Sullivan, LoopNetAdmin Track II:A Method to the Madness

  • Safe Harbor StatementSafe 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.

    But before we get started first a brief word from our sponsor, the US governmentSFDC is a publicly traded company on the NYSE. Our ticker symbol is CRM.

    If for some reason you cannot read the entire safe harbor statement here, please visit our website.

  • Imagine it. Learn it. Use it.How to apply what youve learned when you get homeHow do you evaluate which features to leverage from salesforce.coms multiple releases a year?Mapping business requirements to functional/technical featuresThe importance of Change Management and TrainingKeeping the org clutter freeData Cleansing

  • Ashley LandryManager, Marketing OperationsMaureen ShawcrossStrategic Projects ManagerLara SullivanManager, Account ServicesLy TownsendSenior Customer Success Managersalesforce.comModerated By:

  • Ashley LandryManager, Marketing Operations

  • Global leader in integrated software and IT Services25k customers in over 50 countries including the world's 50 largest financial services companiesSupply solutions to the financial services industry, higher education and the public sector Provide solutions to information dependant enterprises of all types to maintain the continuity of their business through information availability services

    Privately Owned CompanyAnnual revenue of $4 billionGlobal infrastructure spanning 50+ business units

    INDUSTRY: Software & IT ServicesEMPLOYEES: 16,000GEOGRAPHY: Global# USERS: 1,000+PRODUCT(S) USED: Salesforce SFA & Call Center, 3 AppExchange Applications

    For those of you that dont know who sungard is with and annual revenue of 4 billion SunGard is a global leader in software and processing solutions for financial services, higher education and the public sector. We have over 25,000 customers in over 50 countries. In europe over 1000 insitutions use sungard solutions many using several solutions. Over 4000 people work in europe spread beteen 13 countries, with large development centers in 8 european cities including st