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THE SOCIAL REVOLUTION!
Connecting with Today’s Customer




George Hu
@GeorgeHuSF
Brian Halligan
@bhalligan
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 intellectual property and other litigation, risks associated with 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-Q for the most recent fiscal quarter ended April 30, 2011. This 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.
GEORGE HU
                   EVP Marketing & Platform
                   Salesforce.com
                   @GeorgeHuSF


BRIAN HALLIGAN
CEO & Co-Founder
HubSpot
@bhalligan
Questions?


             #SocialRevolution




                                 4   4
Today’s Agenda


 1   The Social Enterprise


 2   The New Marketing Playbook


 3   The New Sales Playbook


                                  5
•2
1THE SOCIAL
 THE SOCIAL
 ENTERPRISE
 PROFILE
Ten Year Computing Cycles
    10x more users with each cycle

                                           2010 Post PC Revolution              Social Apps



                             2000s Mobile Cloud Computing                Mobile Apps



                     1990s Desktop Computing                         Web Apps



         1980s Client/server Computing                       Process Automation Apps



      1970s Mini Computing                            Business Logic Apps


1960s Mainframe
      Computing                                Data Management Apps
The Social Revolution: Today’s Customer


                                                                       22% of time spent on the internet is
                                                                       social

                                                                       24% more users on social networks
                                                                       vs. email

                                                                       More time spent on mobile apps
                                                                       vs. web browsers

                                                                       200% more active on Facebook
                                                                       mobile vs. desktop

Sources: Comscore, January 2011
Nielsen Wire, January 2011
Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010
Source: comScore, Alexa, Flurry Analytics
The social revolution has created a social divide.
The Social Divide: Customers and Companies


  Your customers and                   What about your
 employees are social.                   company?


                         Communities
How does your enterprise bridge the social divide?
Delight Your Customers through a Social Enterprise


Employee Social                                                   Customer Social
      Networks                                                    Networks

                                Social Profile
                                                 Product &
                  Collaborate                    Partners




   Connect &                                                         Mobile &
     Sell                                                            Marketing




               Service &
                Engage                                 Listen &
                                                       Analyze
                                Automate &
                                  Extend
Benefits of the Social Enterprise




Source: McKinsey & Company, “The rise of the networked enterprise, Web 2.0 finds its payday.” Survey of 4,394 executives.
December 2010.
Three Steps to Create Your Social Enterprise




                            Social Profile


                         Step 1: Develop a
                          Social Customer
                               Profile




    Step 2: Develop an                       Step 3: Develop a
     Employee Social                          Customer Social
         Network                                 Network
Social
                                            Profile


Step 1: Develop a Social Customer Profile




 Who are your customers?

 What do they like?

 What are they saying?

 Who are they connected to?
Step 2: Develop an Employee Social Network


Employee Social
      Networks

                                Social Profile
                  Collaborate




   Connect &
     Sell




               Service &
                Engage
                                 Automate &
                                   Extend
Today, It’s Too Hard to Get the Information We Need




                       "The #1 complaint from sales reps is they
                       can't find the content their company has."
                       - IDC Content Management Enablement Study
In Facebook, the Information Comes to You
            Status Updates . Profiles . Feeds . Filters




                                          Bob Iger
                                          CEO, The Walt Disney Company
                                          Fortune Brainstorm Tech 2009
The Social Enterprise: The Information Comes to You




                         No matter who has the answer

                         Across all levels of the hierarchy

                         Even when you don’t know to ask
Groupon Grows Sales 22,000% Selling as a Team




5,000 sales people

22,000% revenue growth

Sharing strategies for new Groupons

Collaborating on contracts
Step 3: Develop a Customer Social Network


                                                                 Customer Social
                                                                    Networks

                               Social Profile
                                                Product &
                 Collaborate                    Partners




  Connect &                                                        Mobile &
    Sell                                                           Marketing




              Service &
               Engage                                 Listen &
                                                      Analyze
                                Automate &
                                  Extend
Difficult to Track Conversations Across Customer Social
Networks


  What are your customers saying?
                                         110 million
                                         tweets/day



                                         1.5 billion
                                         Facebook posts/day


                                         Billions
                                         of blogs & communities
Listen to and Analyze on Customer Social   Customer
                                              social
                                             networks

  Networks



Tracks 22,000+ conversations / day

Monitors 11 languages

13,000 employees trained in social
media

Identifying opportunities to market, sell,
service, and engage
Toyota Brings Cars & Dealers into the   Customer
                                         social
                                        networks

Customer Social Network




  Maintenance notifications

       Dealer collaboration

  Connections with friends

          Location sharing
Delight Your Customers through a Social Enterprise


 Employee Social                                                   Customer Social
       Networks                                                    Networks

                                 Social Profile
                                                  Product &
                   Collaborate                    Partners




    Connect &                                                         Mobile &
      Sell                                                            Marketing




                Service &
                 Engage                                 Listen &
                                                        Analyze
                                 Automate &
                                   Extend
Twitter Poll Question #1
If your company became a “Social Enterprise”,
how impactful would it be to your business?


1) Very impactful
                                  Example Answer:
2) Somewhat Impactful
3) Not very impactful
4) Not impactful
2   THE NEW
    MARKETING
    PLAYBOOK
Humans Are Changing
The Marketing Playbook
The Marketing Playbook IS BROKEN.




                   CALLER ID
OUTBOUND         INBOUND
              VS
 COLD CALL         BLOGS
 ADVERTISE         FREE APPS
EMAIL SPAM         GOOGLE
DIRECT MAIL        SOCIAL
OUTBOUND        INBOUND
           VS
   PUSH         PULL
  BLAST         SEGMENT
   RENT         OWN
 WALLET         BRAIN
1 TOFU TITAN
Tons of Remarkable Content
Everywhere
                      798,000
Tons of Remarkable Content
Everywhere
                      798,000



                       35,471
Tons of Remarkable Content
  Everywhere
                        798,000



                         35,471




1,691,020                      95,967
2 MOFU MAGICIAN
Page Visits
                                  Personalized
                                  Website
Blog Sub


                                  Personalized
Facebook           Segmentation   Email
Follow

Webinar


                                  Personalized
Purchase History
                                  Mobile
Login




 User
Insight
$92B

$150B

$12B

$50B

$10B

$8B
The Press Release Hire



                           Rent
                         Interrupt
                          Push
                         Outbound
The New Marketing Profile



        Digital Citizen
        Analytical
        Reach
        Content Creator
Empower EVERYONE.
Twitter Poll Question #2

 How often do you publish sharable content via social
 media?

 1) Once a week                   Example Answer:
 2) Once a month
 3) Once a quarter
 4) Once a year
3   THE NEW
    SALES
    PLAYBOOK
Humans Are Changing



                  ???
Humans Are Changing
The Sales Playbook




                     47
The Sales Playbook IS BROKEN

                     CALLER ID
ASYMMETRIC           SYMMETRIC
                 VS
LEAD GENERATE          LEAD QUALIFY
  COLD CALLING         LINKEDIN
  EMAIL BLASTS         SEGMENT EMAIL
      ROLODEX          TWITTER
       OUTSIDE         INSIDE
3 Key Plays of Social Selling

                 1) Expand Reach
                 2) Leverage Connections
                 3) Use Social Intelligence




                  A) Qualify
                  B) Add Value
Avoid The Press Release CRO
Hire


                              Cold Call
                              Rolodex
                              Outside
                              42 Long
The New Sales Profile



        S
        I
        Inside
        R
        Reach
        S
        Solutions
Twitter Poll Question #3
 Have you ever found and connected with a prospect
 using social media?

 1) Yes                      Example Answer:
 2) No




                                                 53
Join us @dreamforce
                 30,000+ Attendees
                 300+ Partners
                 450+ Sessions




dreamforce.com
THANK YOU.


                     GEORGE HU
                     EVP, Marketing & Platform
                     Salesforce.com
                     @GeorgeHuSF


  BRIAN HALLIGAN
  CEO & Co-Founder
  HubSpot
  @bhalligan

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Social Revolution: Connecting with Today’s Customer

  • 1. THE SOCIAL REVOLUTION! Connecting with Today’s Customer George Hu @GeorgeHuSF Brian Halligan @bhalligan
  • 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 intellectual property and other litigation, risks associated with 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-Q for the most recent fiscal quarter ended April 30, 2011. This 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. GEORGE HU EVP Marketing & Platform Salesforce.com @GeorgeHuSF BRIAN HALLIGAN CEO & Co-Founder HubSpot @bhalligan
  • 4. Questions? #SocialRevolution 4 4
  • 5. Today’s Agenda 1 The Social Enterprise 2 The New Marketing Playbook 3 The New Sales Playbook 5
  • 6. •2 1THE SOCIAL THE SOCIAL ENTERPRISE PROFILE
  • 7. Ten Year Computing Cycles 10x more users with each cycle 2010 Post PC Revolution Social Apps 2000s Mobile Cloud Computing Mobile Apps 1990s Desktop Computing Web Apps 1980s Client/server Computing Process Automation Apps 1970s Mini Computing Business Logic Apps 1960s Mainframe Computing Data Management Apps
  • 8. The Social Revolution: Today’s Customer 22% of time spent on the internet is social 24% more users on social networks vs. email More time spent on mobile apps vs. web browsers 200% more active on Facebook mobile vs. desktop Sources: Comscore, January 2011 Nielsen Wire, January 2011 Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010 Source: comScore, Alexa, Flurry Analytics
  • 9. The social revolution has created a social divide.
  • 10. The Social Divide: Customers and Companies Your customers and What about your employees are social. company? Communities
  • 11. How does your enterprise bridge the social divide?
  • 12. Delight Your Customers through a Social Enterprise Employee Social Customer Social Networks Networks Social Profile Product & Collaborate Partners Connect & Mobile & Sell Marketing Service & Engage Listen & Analyze Automate & Extend
  • 13. Benefits of the Social Enterprise Source: McKinsey & Company, “The rise of the networked enterprise, Web 2.0 finds its payday.” Survey of 4,394 executives. December 2010.
  • 14. Three Steps to Create Your Social Enterprise Social Profile Step 1: Develop a Social Customer Profile Step 2: Develop an Step 3: Develop a Employee Social Customer Social Network Network
  • 15. Social Profile Step 1: Develop a Social Customer Profile Who are your customers? What do they like? What are they saying? Who are they connected to?
  • 16. Step 2: Develop an Employee Social Network Employee Social Networks Social Profile Collaborate Connect & Sell Service & Engage Automate & Extend
  • 17. Today, It’s Too Hard to Get the Information We Need "The #1 complaint from sales reps is they can't find the content their company has." - IDC Content Management Enablement Study
  • 18. In Facebook, the Information Comes to You Status Updates . Profiles . Feeds . Filters Bob Iger CEO, The Walt Disney Company Fortune Brainstorm Tech 2009
  • 19. The Social Enterprise: The Information Comes to You No matter who has the answer Across all levels of the hierarchy Even when you don’t know to ask
  • 20. Groupon Grows Sales 22,000% Selling as a Team 5,000 sales people 22,000% revenue growth Sharing strategies for new Groupons Collaborating on contracts
  • 21. Step 3: Develop a Customer Social Network Customer Social Networks Social Profile Product & Collaborate Partners Connect & Mobile & Sell Marketing Service & Engage Listen & Analyze Automate & Extend
  • 22. Difficult to Track Conversations Across Customer Social Networks What are your customers saying? 110 million tweets/day 1.5 billion Facebook posts/day Billions of blogs & communities
  • 23. Listen to and Analyze on Customer Social Customer social networks Networks Tracks 22,000+ conversations / day Monitors 11 languages 13,000 employees trained in social media Identifying opportunities to market, sell, service, and engage
  • 24. Toyota Brings Cars & Dealers into the Customer social networks Customer Social Network Maintenance notifications Dealer collaboration Connections with friends Location sharing
  • 25. Delight Your Customers through a Social Enterprise Employee Social Customer Social Networks Networks Social Profile Product & Collaborate Partners Connect & Mobile & Sell Marketing Service & Engage Listen & Analyze Automate & Extend
  • 26. Twitter Poll Question #1 If your company became a “Social Enterprise”, how impactful would it be to your business? 1) Very impactful Example Answer: 2) Somewhat Impactful 3) Not very impactful 4) Not impactful
  • 27. 2 THE NEW MARKETING PLAYBOOK
  • 30. The Marketing Playbook IS BROKEN. CALLER ID
  • 31. OUTBOUND INBOUND VS COLD CALL BLOGS ADVERTISE FREE APPS EMAIL SPAM GOOGLE DIRECT MAIL SOCIAL
  • 32. OUTBOUND INBOUND VS PUSH PULL BLAST SEGMENT RENT OWN WALLET BRAIN
  • 34. Tons of Remarkable Content Everywhere 798,000
  • 35. Tons of Remarkable Content Everywhere 798,000 35,471
  • 36. Tons of Remarkable Content Everywhere 798,000 35,471 1,691,020 95,967
  • 37. 2 MOFU MAGICIAN Page Visits Personalized Website Blog Sub Personalized Facebook Segmentation Email Follow Webinar Personalized Purchase History Mobile
  • 40. The Press Release Hire Rent Interrupt Push Outbound
  • 41. The New Marketing Profile Digital Citizen Analytical Reach Content Creator
  • 43. Twitter Poll Question #2 How often do you publish sharable content via social media? 1) Once a week Example Answer: 2) Once a month 3) Once a quarter 4) Once a year
  • 44. 3 THE NEW SALES PLAYBOOK
  • 48. The Sales Playbook IS BROKEN CALLER ID
  • 49. ASYMMETRIC SYMMETRIC VS LEAD GENERATE LEAD QUALIFY COLD CALLING LINKEDIN EMAIL BLASTS SEGMENT EMAIL ROLODEX TWITTER OUTSIDE INSIDE
  • 50. 3 Key Plays of Social Selling 1) Expand Reach 2) Leverage Connections 3) Use Social Intelligence A) Qualify B) Add Value
  • 51. Avoid The Press Release CRO Hire Cold Call Rolodex Outside 42 Long
  • 52. The New Sales Profile S I Inside R Reach S Solutions
  • 53. Twitter Poll Question #3 Have you ever found and connected with a prospect using social media? 1) Yes Example Answer: 2) No 53
  • 54. Join us @dreamforce 30,000+ Attendees 300+ Partners 450+ Sessions dreamforce.com
  • 55. THANK YOU. GEORGE HU EVP, Marketing & Platform Salesforce.com @GeorgeHuSF BRIAN HALLIGAN CEO & Co-Founder HubSpot @bhalligan