Cloud Services Achieve business results, faster.

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.

We Help You Deliver Wow Results  Accelerate business value with up to …

52% Increased Adoption

77% Faster

Deployment

5x Performance Gains

in Reports and Dashboards

80%

Higher ROI

Across all

clouds

Delivering Customer Success

Customers who engage Cloud Services have the highest satisfaction rate.

Primary Engineer Program Architect Senior Specialist Success Manager 9.1 Customer Satisfaction

Customer Success Platform World’s #1 CRM

Developer Success Platform 5.5 million apps

World’s most trusted enterprise cloud

Force.com

Heroku Enterprise

AppExchange

Shield

Trailhead

Lightning

Wave

Sunshine

Multitenant Cloud

Marketing Community

Service IoT

Analytics Apps

Sales

Cloud Services Advisors in action

Premier Premier+

Strategic Projects

Accelerators

Mission Critical

Support Advisory Services

Marketing Cloud

Services Innovation & Transformation

Center

Bringing the Customer Success Platform to Life Delivering value across all clouds

Advisory Services Innovation and Transformation Center

Premier Success Plans Accelerators Marketing Cloud Services Mission Critical Support Advisory Services

Advisory Services Strategic Projects

Customer Success

Advisors Focused on Achieving Your Business Goals

Strategic Projects Advisory Services

Listen, advise and design for the best outcome

Customer Success

Focused on outcomes Achieve business value from their Salesforce investment

Unmatched expertise Deep industry and vertical experience, plus best-in-class training

Direct access to Salesforce Insight and expertise that can help you achieve your vision

Program Architect

Advisory Services Strategic guidance from business to IT, speeding time to value

Business Architect

Cloud Solutions

Expertise

Platform Design

Governance

Security & Compliance

Organization & Change

Management

User Experience/

Adoption

Analytics

Big Data

Demand Generation

Marketing Automation

& Campaigns

Enterprise Architecture

Sales Cloud Service

Cloud

Marketing

Cloud

Analytics

Cloud

Community

Cloud

App Cloud

Technical Outcomes •  Architecture Assessment

•  Accelerate Program Implementation

•  Integrate Legacy Systems with New Solutions

•  Deployment and Implementation Guidance

•  Reduce Upfront and Support Costs

•  Secure End-to-End Solution

Expertise to Deliver the Right Outcomes

Business Outcomes •  Strategic Roadmap

•  Functional Roadmap and Design

•  End-to-End Business Process Optimization

•  CoE and Governance

•  Digital/Marketing Campaign Transformation

Dell works with Salesforce Advisory Services to gain a 360-view of customers. Advisory Services, Premier+, Accelerators

“We saw our Salesforce partners as trusted advisors in joint meetings, helping our business and IT teams achieve their goals.”

Bobbi Dangerfield, VP for Commercial Sales Operations

Salesforce Strategic Projects Highly specialized expert consultants focusing on strategic, custom- scoped projects

Helping you envision and build the right Salesforce implementation to meet your specific business goals

Expert advice

Flexible engagements

Tailored to your business

Senior Business Analyst Technical Architect

Service

Field Sales Complete sales experience on mobile device,

loyalty management

Siebel Retirement

Beyond replacement, leveraging the

best of the Salesforce platform

Channel Sales Partner

Community

BI Quickly deploy

Wave, offered at three levels of engagement

Development as a Service

E-commerce, back end, Heroku

Connect, Hub and Spoke, Security

Big Data Sensors, Internet

of Consumers

AR Operations Reduce DSO and invoice collection

Revenue Operations Renewal and subscription

management

Collections Insights into

bad debt and upsell/cross- sell

Sales IT Finance

Field Service Mobile-first technician experience

B2C/ High Availability Always on, always

available

Omni-Channel Engagement

Center Call center evolution

Social Studio Powerful

listening and engaging social

platform

Campaign Services Monitor,

optimize, and develop high-

value campaigns

Ideation From ideation to execution; ideas

platform and communities

Marketing HCM

Employee Engagement

Empowering HR, IT, finance

Recruiting Transformation & Onboarding Social recruiting

and Trailhead

HR Help desk Employee

engagement

Envision Visioning to define the need, strategy,

and delivery roadmap, journey

forensics

Ignite Collaboration

Incorporated with Ignite research to

deliver the solution(s)

Product Dev User experience

plan & design and strategy

Practice Offerings Packaged, yet customizable offerings to speed deployments with lower risk

 Pono creates a socially vibrant community for music lovers. Strategic Projects, Premier+

 “I love it! So does the community! Our numbers have doubled since launch. Complete success, ready for further enhancements.”

 Neil Young, Musician, Celebrity Founder and Driving Force

Drive adoption and proactively optimize

Customer Success

Premier Success Plans Accelerators MC Services Mission Critical Support Advisory Services

Success plans take your business to the next level.

Success Resources Access to Success Managers, Accelerators, Success Programs, and Admin Services

Exclusive Training Online, role-based, and customized training

Enhanced Support Developer support and 24x7 tech support

Premier Success Plans Supercharge your team with Success Plans for every cloud.

Success Managers

Premier Success Drives Salesforce ROI Reported percentage increase over Standard Success Plan customers

* ROI based on customer survey conducted by independent third-party MarketTools. All other metrics based on Premier customer metadata.

HCPF supports spike in call volume with Premier Success.  Gained total configuration access and omni-channel support functionality

 Optimized licenses, drove value and process improvements, aligned with government regulations

 Introduced productivity and efficiency through custom-built macros

“Salesforce Premier Success has been critical to our success — we couldn’t operate without it.” Christine Comer, Director of Client Services

Over 40 offers that enhance your team’s skills while solving key business challenges

Specialists provide hands-on guidance

Develop best-practices proficiency

Focused on meeting your KPIs

Accelerators Fast, focused engagements that speed business results

NEW

Specialist Principal Specialist Senior Specialist

“The deployment exceeded everyone’s expectations, providing boost to sales productivity and employee collaboration. Success!” -Neil Young, Musician, Celebrity Founder and Driving Force

 CenturyLink builds stronger connections with the Customer Community Design Accelerator.

“We wanted a customer community, but didn’t know where to begin. The Accelerator asked the right questions and helped us successfully deploy a customized community.”

Accelerate time to value. Developer and deployment support to help accelerate customers’ time to value.

Maximize performance. Designated support team that will help maximize system performance and expedite issue resolution.

Success Manager

Minimize business disruption. Proactive monitoring of Salesforce orgs, preventing issues before they disrupt customers’ business.

Primary Engineer Technical Engineer

Mission Critical Support Keep issues from disrupting your business, 24/7.

Mitigate & Prevent

Recommend

Communicate & Alert

Assess

Monitor

Rapid Response

Triage

Diagnose

Resolve & Restore

Root Cause Analysis

CUSTOMER CONTEXT

Objectives Alignment

Knowledge Capture

Consistent Communication

Deployment Monitoring

Proactive Engagement

Restorative Engagement

MCS Employs a Proprietary Always-on Methodology

Mission Critical Support helps Akamai stay always-on with Salesforce.

“With traditional support, I feel like I am 1 of 1,000. With Salesforce Mission Critical Support, I feel like I am 1 of 1. MCS helps fulfill our always-on needs and accelerates our time to value.”

Paul Fernandes, VP of IT Akamai Technologies

Marketing Cloud Services Make your digital transformation vision a reality.

Get better, faster results. Transform the customer journey with tailored services focused on driving outcomes.

Leverage proven expertise Get best-in-class industry, marketing agency, and product expertise.

Maximize business impact. Maximize product investment, optimize operations, and accelerate your ROI. Campaign Manager Solution Architect Solution Architect

 Mattel crafts a life-long, cross-channel customer journey. Marketing Cloud Services, Premier+

Marketing Cloud Services helped align overall business strategy with technology and operations to deliver customer-centric journeys globally that drive business results and provide a connected experience across all brands and digital touchpoints.

Advisory Services Innovation and Transformation Center

Advisors focused on achieving your business goals

Customer Success

Innovation and Transformation Center Unlocks the power of Salesforce to accelerate business transformation

NEW

Brings together Salesforce experts, resources, and best practices to unleash innovation and speed time to value

Dedicated advisors to partner with you

Central point for all things Salesforce

Prescriptive model that delivers impactful results

Program Manager Business Architect Program Architect

With the Innovation and Transformation Center, Salesforce is introducing a new model for customer transformation. The power of ITC — combined with the commitment and partnership from our customers — breaks down business challenges to help them achieve even more than they imagined.

Maria Martinez President, Sales and Customer Success Salesforce

Cloud Services  Helping companies achieve business value, faster

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