Lisel Cherry

Salesforce.com at CME Group

CME Group

2

Introduction to CME Group

•New Brand name comprised of CME, CBOT, NYMEX

• Founded in 1898 – Public in 2002

• Largest and most diverse exchange in the world – Derivatives – Futures and Options on Futures– Risk Management solutions– Wide range of products across all asset classes

•Global Customer Base– Over 40 different customer segments– In over 80 countries

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Where we were…

•Dozens of different customer databases and Sales team predominantly

using their personal Outlook as their database

•Decentralized sales and marketing process– Poor collaboration and coordination– No ability to track customer conversations– No ability to track the sales and marketing efforts/metrics

•Extraordinary manual effort to communicate – No 360 view of the

customer interactions across the organization

• No automation to Marketing processes– Customer list management– Direct marketing capabilities– Collateral inventory

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Where we are Today…

•Completely centralized customer database– Across all customer-facing teams and all global office– Over 200,000 customers & prospects – over 13,000 firms globally

• Tracking all customer interactions through shared calendars and call

reports

•Marketing automation– Campaign management including lists and metrics– Fully integrated with cmegroup.com– Event Marketing tracking (event invitees, registrants, cost)– Newsletters and marketing materials (over 28 to over 77,000 subscribers)

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What we are building in 2009

•CRM program to increase further usage of Salesforce and build a truly

360° view of our customers.– Formalize use of the system through governance and education– Develop robust reports and dashboards that track marketing and sales activity in one

place– Integrate with customer volume database to tie together customer sales/marketing

activity with volume (sales)– Enhance customer data through integration with OneSource database to bring in real-

time customer news and market data

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What we are building in 2009

Key Account Lists

Account Dashboards