How to Effectively Leverage the AppExchange

Track: Sales - Operations and Performance
Amit Saxena, salesforce.com Rob Lamb, Clickability Michael Kostow, Ingres

Safe Harbor Statement
“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forwardlooking 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 forwardlooking statements, except as required by law.

Key Takeaways
    Learn from AppExchange stories from customer How to effectively leverage the AppExchange for Sales Operations applications Must know AppExchange Apps for Sales Operations and Performance Best Practice: 5 Step process for evaluating and implementing AppExchange application

“I learned so much at Dreamforce, and I think our biggest problem now is figuring out what we want to do next. You know, of all the different options, which ones will we roll out first?” - Segway

Agenda
 AppExchange?  Case Study – Electronic Contract Management  Case Study – On-demand Sales Analytics  Navigating your way on AppExchange Directory  Killer Apps you MUST know  Best Practice  Q&A

What is the AppExchange?
Your One-Stop Shop for Business Applications

Learn

Find

Evaluate Install & Deploy

 Maximize the value of your CRM investment  Come fully pre-integrated with Salesforce CRM and the Force.com  Extend the same on-demand success to other departments and functions

Customers Love the AppExchange
Customer Installs to Date

31,500+

Q2'05

Q3'05

Q4'05

Q1'06

Q2'06

Q3'06

Q4'06

Q1'07

Q2'07

T oday

Why is Everyone So Excited?
35,000+ Developers 700+ Applications 13 Application Categories
Top Ten Innovations of 2006
– Forbes Magazine

13 Industry Verticals

With AppExchange, we can immediately begin test driving and installing new applications to leverage the best ideas and new development without reinventing the wheel. —Jan LaHayne
CIO, Littelfuse

Use of Salesforce Has Evolved
How AppExchange Fits with the Platform and CRM

1

World’s most trusted enterprise CRM

2

World’s first multi-tenant language & development platform

3

World’s ondemand applications marketplace

What Opportunities Does The AppExchange Present?
• • • • Pre-sales Processes Sales and Marketing Productivity Vertical Expertise Post-sales Business Processes

Extended CRM

Pre-Integrated Solutions

• • • •

Email Marketing Integrated Telephony Data Quality Configuration Tools

Automate More Business Processes

• • • •

IT & Operations Human Resources Finance & Administration R&D

Case Study 1: Electronic Contract Management

Rob Lamb
Director, Customer and Partner Development
rlamb@clickability.com

Clickability is an SaaS provider of Content Management Solutions to large media and enterprise marketing customers.

• INDUSTRY: Media/Marketing/Software • EMPLOYEES: 40 • GEOGRAPHY: US / EMEA • # USERS: 38 (100% Login Rate) • PRODUCT(S) USED: SFA, Service & Support, AppEx Recruiting, EchoSign

Key Points
 Identifying Potential Business Leverage Points  Solution Overview  Implementation Strategies and Results

Identifying Sales Process Opportunity
 Sales Process Opportunities are generally the result of the identification of a current bottleneck and are in response to pain.  Predicting and preparing for a business tipping point is much cheaper and less painful than waiting for it.  Don’t build a process for where you are. Build a process for where you want to be.

Contract Management – Key Challenges
 3 Key Challenges to our business
 Control  Workflow /Accountability  Improved Customer Experience #1 Goal is close more business

EchoSign – EchoSign for Salesforce.com
Implementation Statistics:
# of customers: 400 customers; 100,000 users Avg. implementation time: 1 hour Solution Highlight  Complete signature automation within Salesforce.com
  View contract history Signed contracts saved with opportunity or contact

What the customers are saying:
Kathy Lord, Vice President of Sales, Intacct says: “A Must for Any Sales 2.0 Organization -EchoSign is an absolute must for any sales team looking to survive in a Sales 2.0 world. After our initial roll-out, our time to signature went from days to just minutes. Even more surprisingly our reps and services team have embraced it like fish to water. Additionally, our order management is now completely digital and almost 100% automated.”

    

Accelerate the sales process Track every deal in real-time access Decrease post-sale administration Improve customer signing experience Close deals faster!

Want to learn more? Check out Partner pavilion.

Why EchoSign?
 Integrated contract signature management insides Salesforce.com
 Contracts sent out from Salesforce.com  Contracts stored with Opportunity or Contact

 Accelerates the Sales Process  Track Every Deal in Real time  Delivers accurate forecasts  Decrease post sale administration  AppExchange certified with positive reviews

EchoSign: Seamless Integration with Salesforce.com

Key Value: Control
 All Contracts PDF format.
 Universal and Operating System Independent
• Avoid Office 95, 97, XP, etc.

 ReadOnly
• Removes risk of intentional or unintentional contract modification

 Email Authentication & Password Protection
• Completely secure

Key Value: Workflow / Accountability
 Supports existing workflow/business process
 Not changing flow, just effectiveness  Contracts stored within SFDC opps

 All parties involved automatically notified throughout
 Reminders of contract tasks  Auto send of executed contracts (Sorry FedEx)

 Visibility
 Immediate access of authorized to see status of contracts  Sales can sell not provide updates

Key Value: Improved Customer Experience
“The first fax machine was invented by Scottish mechanic and inventor Alexander Bain. In 1843, Alexander Bain received a British patent for “improvements in producing and regulating electric currents and improvements in timepieces and in electric printing and signal telegraphs”, in laymen's terms a fax machine.”  Today we are NOT going to party like its 1843
 If your product is moving to the next level so should the processes that support it. (Is there paper in the fax?)  I-Phone Bills, Online Banking

Implementation and Results
 Planning
 Illustrate and Involve

 Resistance to change
 Sticks, Carrots or Value

 Speed
 11 Minute Contract Turnaround  5 Days can make a difference

 Savings
 Time – End of Quarter Fax Watch  Resources – Paper

Case Study 2: On-demand Sales Analytics

Michael Kostow
VP, Business Operations
mike.kostow@ingres.com

Ingres Corporation is the world’s leading provider of business open source services and solutions for companies of all sizes. Ingres Corporation offers a product family of enterprise-class, highly scalable databases and tools that are currently being used by more than 10,000 major global customers and partners.
• INDUSTRY: Software • EMPLOYEES: 275 • GEOGRAPHY: Global • # USERS: ~120 • PRODUCT(S) USED: Salesforce.com SFA, Intacct, LucidEra

Ingres Corporation – Key Challenges
 Business Challenges • Global business/limited resources – operating in over 20 countries • Inherited customer base with limited information • No 360 degree view of our customer  Technology Challenges • Implementation and integration between SaaS systems • No consolidation point between Intacct and Salesforce • Global phased roll-out

Ingres Corporation – The Solution
 How did we address these challenges?
• Full SaaS solution – Salesforce, Intacct, LucidEra • 360 degree customer view using LucidEra as the consolidation point between Intacct and Salesforce • Manage the business via dashboards for all key metrics

LucidEra – Revenue Cycle Analysis
Implementation Statistics:
# of deployments: 20+ Avg. Implementation Time: 30 days Solution Highlight        Visibility across systems Integration with financial data Focused analytics – answers, not static reports Simplicity of design (drag and drop interface) AJAX rich-client experience Fast implementation time BI platform (vision beyond CRM)

What the customer are saying:
“LucidEra really simplifies the overhead required of IT when rolling out a BI solution.” - Blackduck “LucidEra has transformed how we do analysis in our business.” - Vertical Response

Other Solutions:

Want to learn more? Check out Partner pavilion. Sales Analysis (SFDC + Excel data analysis)

INGRES Sales Operations Applications
Intacct
ERP

Salesforce
CRM

LUCIDERA
BI Appliance

Excel
Financials

LucidEra Dashboards

Opportunity Name from Salesforce.com

Opportunity Amount from Intacct

LucidEra Dashboards, cont.

Why LucidEra?
 SaaS solution consistent with our corporate strategy  Integration to Salesforce & Intacct  Ability to use Excel in conjunction with apps
 Budget, quotas, and other data in spreadsheets can be integrated

 User friendly analysis
 Dynamic slice and dice interface

 AppExchange certified with positive reviews

LucidEra Implementation

 Phase 1 (Live)
 Intacct – Live in US – using LucidEra to consolidate pipeline between Intacct “sales orders” and Salesforce “opportunity products”  Using LucidEra to provide full year history consolidating Intacct “sales orders” and “opportunity product” details

LucidEra Next Steps
 Phase 2  Global rollout  Consolidation of Intacct/Salesforce/2008 budget via Excel
 Executive dashboards capturing key metrics including:
• Pipeline • Booked Business – Actual/Quota • Revenue – Actual/Forecast • Costs – Actual/Forecast • Detail by Customer

Navigating your way on AppExchange Directory

AppExchange Kick-off
 AppExchange 101 Webinar  AppExchange Essentials  Customer Success  Top 10 Applications  RSS Feeds/Blogs

How do I get to THESE?

AppExchange for Sales: Operations and Performance

 Key Categories
 Compensation and Performance Management  Contract Management  Forecasting  Quoting and Orders  Other (Collaboration)  Free Sales Components
How do I get to HERE on AppExchange?

Killer Apps for Sales Operations

Killer Apps for Sales Operations
 Compensation Management  Contract Management  Collaboration  Data Quality

Killer Apps for Sales Operations
 Quoting and Orders

 Sales Analytics

 Forecasting

AppExchange App Implementation Best practice
Research on AppExchange Test Drive / Demo Shortlist Apps/ components Negotiate contract Customize the application Train users Deploy application

Identify Needs

Research on AppExchange

Pilot

Rollout

Measure Adoption

Compile Top 3 pain points/ideas Existing monthly sales meetings etc Identify Actors Work with Administrator Install on Sandbox Download Apps to Production Deploy to Pilot users

Reports and adoption dashboards Reward top users Write review

More Ways to Experience
EXPO HALL

1. AppExchange Gateway
Your portal to 200+ partner booths Let our staff help you navigate! Booth 301 in the Expo Hall

2. AppConnection Game Show
CAMPGROUND

3. 2.

Find the app of your dreams! Play or watch to win fabulous prizes. Demo Theatre, M12:30pm & T2:30pm

3. Demo Stations
Let our experts show you how easy it is to find, try, and install apps SE Corner of Campground

4. Seven Other AppExchange Sessions
See Conference Guide

1.

QUESTION & ANSWER SESSION
ROB LAMB Director, Customer Development MICHAEL KOSTOW VP, Business Operations salesforce.com AMIT SAXENA Sr. Manager, Business Operations

Seed Questions
          How do I get to AppExchange? Do I need a login? Can anyone download an App? What is AppExchange Certified application? How do find all Sales Ops applications? Can I start with trial before purchasing? What methodology should I use for AppExchange application implementation? Can I share my thoughts/discuss with other users? How are rating driven? I have my own app/widget, how can I share with others? Can I uninstall an AppExchange app?

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