How Service Can Differentiate Your Company New Era of Service for the Connected World

Chet Chauhan VP Product Management

cchauhan@salesforce.com In/chetchauhan

Forward Looking Statement

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 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.

All Markets Are Being Disrupted

Telcomms & Media

Manufacturing & CSG

Financial Services

Healthcare & Life Sciences

High Tech

Any Industry

1:Many

1:1

Products

Services

Generic

Personalized

Reactive

Preventative

On-Premise

Cloud

Business First

Customer First

The Age of the Customer  Everyone and everything is connected

IoT

Data Science

Social

Mobile

Cloud

LAN/WAN

Client

Server

SNA

Mainframe

Terminal

Billions connected things of customer interactions

Trillions Millions Thousands

Connected Customers Have High Expectations  Communicate with companies the way we communicate with friends

“Connect every part of my experience.”

Connected

“Know what I want.”

Smart

Faster

“I want it now.”

Personalized

“Make it relevant to me.”

“Customer experience has overtaken price and product as the key brand differentiator.”

#1

The Future is All About Customer Experience

Source: Customers 2020 Report

Price Product Customer Experience

Connected Service in the Age of the Customer  The distinction between products and services no longer exists

tax returns filed from a mobile device

customers pressed the SOS button

11

1 million

million

Service-led Transformations Improve Financial Performance

 Fuel Revenue Growth  Lower Cost to Serve  Engage Employees  Improve CSAT

+30% +15% +20% –20%

Service Leadership is the New Growth Opportunity  Service Leader market performance vs. S&P, since ’00*

0

100

200

300

400

500

600

700

800

900

1000

Jan-09 Jan-10 Jan-11 Jan-12 Jan-13 Jan-14 Jan-15 Jan-16

ACSI Stock Portfolio S&P 500

Annual Returns: C-SAT Leaders Stock Portfolio vs. S&P 500. April 2000 (Inception) – January 2016

ACSI Stock Portfolio $697.67

S&P 500 $137.67

5X C-SAT Leaders have outperformed the S&P 500 by 5x

Complete CRM

Open Ecosystem

Scalable Metadata Platform

Trusted Multitenant Cloud

You need a Connected Service Platform

Faster Service Built for efficiency w/ Lightning Console, Knowledge Base, Chatter

Smarter Service

Intelligent routing w/ Omni-channel, embedded analytics

Personalized Service

360-degree view of the customer, embedded support Your Customer

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 GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

Magic Quadrant for CRM Customer Engagement Center

May 4, 2016

Analyst: Michael Maoz, Brian Manusama

Gartner has positioned Salesforce highest for ability to execute and furthest for completeness of vision in the Leaders quadrant of the 2016 Magic Quadrant for CRM Customer Engagement Center

Years in a row named a Leader 8

Salesforce Continues Leadership in Customer Engagement

Service Leaders Play a Special Role  Becoming a customer obsessed company

BECOME A CUSTOMER COMPANY

Build 1-to-1 customer journeys.

Connect to your customers in a whole new way.

Run your business from your phone.

Get smarter about your customers.

thank y u