TOMS engages customers while pursuing its mission of helping those in need. As its mission expanded beyond shoes to include eyewear, coffee, and bags, TOMS faced challenges with a lack of customer data integration and manual customer acquisition processes. TOMS implemented Salesforce to gain a 360-degree view of customers, maximize customer service, and facilitate new customer outreach in a streamlined way aligned with TOMS' mission. Features like Service Cloud and Marketing Cloud enable personalized engagement through TOMS' Passport Rewards loyalty program. The Tomorrow Project employee platform was also built on the Salesforce Platform to further employee engagement with TOMS' mission.

1. A Shared Vision for Success:
How TOMS Engages Customers While Doing Good
Moderated by:
Maria Humphrey
Director, Industry Solutions, Retail

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. Retail @
Featured Retail Sessions
17 Leading Retailers
across 23 Sessions
TOMMOROW
Target: Best Practices for
Enterprise Integration
10:30am - 11:10am
George Zimmer Unveils
His Next Big Innovation
12:30pm - 1:10pm
Build Customer Loyalty
with Red Robin
3:30pm - 4:10pm
Macy’s Creates a Digital
Customer Experience
3:30pm - 4:10pm
TODAY
TOMS Engages Customers
While Doing Good
8:30am - 9:10am
Key Innovation Trends
with Ocado
9:30am - 10:10am
Highly Scalable Apps
with Macy’s
3:30pm - 4:10pm
Shopper Engagement
with Suit Supply
3:30pm - 4:10pm

4. Salesforce for Retail
TOMS’ Pop-up Experience
All Week!
Customer Success Showcase
Wednesday, 9/16/15
6:30 pm
Store Innovation Tour
& Reception
featuring
Design Within Reach &
Retail End to End Demo
Westfield Mall Bespoke Area, 4th
floor
Sponsored by

5. Agenda
• Introductions
• TOMS’ Corporate Mission
• Business Challenges
• Salesforce Solution
• Tomorrow Project in Action
• Fireside Chat

6. Hilda L Fontana
Global Vice President
Digital Technologies
Hilda has been with TOMS 3.5 years as Global Vice President of Digital Technologies owning
the development and strategy for the global e-commerce platform and websites.
Prior to TOMS, Hilda was Head of Special Projects at the Oprah Winfrey Network, including
the redevelopment of Oprah.com and launch of community tools for the entire OWN
network of sites.
She has an eclectic history bringing technical solutions for companies that include VP
Technology Lehman Brothers, NATO, Reuters UK and the Gallup Organization.

7. Randy Yasenchak
Senior Manager
Email & Loyalty
Randy has been in the digital and email marketing space for 9 years and joined TOMS 4 year
ago.
As Senior Manager of Email & Loyalty, Randy is responsible for TOMS email program as well as
launching and managing TOMS loyalty program, Passport Rewards, and TOMS’ referral
program.
His mission is creating an excellent customer experience and increasing brand engagement
while driving traffic and revenue to TOMS.com through relevant emails promoting the TOMS
mission and product.

8. TOMS’ Mission

9. TOMS Journey
2006-2007 2008-2009 2015+2012-20142010-2011
Owning the Customer Experience
Dramatic
Increase in Contacts
CRM need
Shoes for Children in
Need
Eyewear
Provides
Sight
Coffee
Provides Clean
Water
Journey
Continues
Bags
Provide
Safer Birth

10. Business Challenges
• No single view of Customer History,
Service Issues
• Information maintained in
numerous/disparate Support systems
• Manual processes to acquire new
customers
• Difficulty keeping customers engaged
with the brand across various channels

11. 160 Agents leveraging Service
Cloud
With Live Agent & Knowledge
base (future)
Visibility into Marketing Cloud
Escalations supported globally
by 2 locations: in the US and
EMEA ensuring customers are
serviced at any location
Customer Service agents in the
US and EMEA have same view
of customer and provide global
customer support
Improved
Agent Productivity
Efficient
EscalationHandling
Global
Customer Support
Salesforce for Service
Improved Responsiveness to Customers

12. • 360 Customer View:
full CRM profile, past
purchase history, case
history
• Maximize customer
service
• Manage new customer
outreach – universities
& events
• Sharing TOMS’ mission
through engagement
with customer base
• Streamlined customer
journey with TOMS’
mission tying various
technologies together
Salesforce Solution
A Robust Customer Engagement Model
• Provide innovative
technology to support
One for One Model
• TOMS’ Tomorrow
Project supported by
Platform

13. TOMS’ Passport Rewards
Personalized Engagement with loyalty program
Drive Additional Opportunities with brand
Surprise & Delight Customers
Personalized Customer Journey
Welcome Series (3 Step)
eCommerce (Cart Abandonment)
Post Purchase Follow-up
Win Back Campaign (future)
Salesforce for Marketing
Personalized Engagement with loyal customers

14. We all share the same Today, but in each of our minds is a very different
Tomorrow. In these Tomorrows, our dreams, our aspirations and our
imaginations run wild.
TOMS created The Tomorrows Project, a platform for TOMS employees
to make their Tomorrow become reality.
Salesforce for Platform
Employee Engagement Aligned with TOMS’ mission
• Built entirely on the App Cloud (force.com)
• Fast time to market
• Ease of development
• Ease of maintenance
• Integrates to TOMS LDAP for user authentication

22. VIDEO PLACEHOLDER

23. Salesforce for Retail
TOMS’ Pop-up Experience
All Week!
Westfield Mall Bespoke Area
NEW Visual Reality
Experience
Step 1: Visit TOMS.com/Passport
Step 2: “JOIN NOW” to join or
“LOG IN” to
access your account
Step 3: Dreamforce Promo Code
Redemption” under Shopping
And Interacting module
Step 4: Enter promo code
dreamforce15 in the text box
and hit “Submit”

24. 1
After each session, open the Dreamforce App to ‘My
Agenda’
2 Tap the bell to see your surveys to be completed
3
Get entered to win a GoPro for each survey you
complete
Dreamforce ‘15 Mobile App
Share Your Feedback, and Win a GoPro!

25. thank y u