Welcome to the Customer Success Platform for Communications Connect with Customers through 1:1, Effortless Journeys

Andrew Baer SVP, Salesforce Industries Communications and Media abaer@salesforce.com

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.

LAN / WAN

Client

Server

Thousands Millions Trillions Billions connected things

customer interactions

Connect With Your Customers in a Whole New Way

Mobile

Cloud

LTE

SNA

Terminal

Mainframe

The Customer Gap

Your Company

Service Agents

Salespeople Marketers

Customers

77% of customers are not engaged with companies

Not engaged with:

Your mobile apps Your communities Your employees

Today, Customers Demand Personalization

Financial Services

Healthcare

Retail

Communications

& Media

Manufacturing & Automotive

Government

Personalized, Effortless Journey

Personalized Engagement Anytime

Personalized Care

Personalized Shopping Everywhere

Personalized Coaching

Personalized, Fast engagement

Personalization Pull

And Companies are Pressured to Engage Deeper

Financial Services

Healthcare

Retail

Communications

& Media

Manufacturing & Automotive

Government

Personalized, Effortless Journey

Personalized Engagement Anytime

Personalized Care

Personalized Shopping Everywhere

Personalized Coaching

Personalized, Fast engagement

Personalization Pull Deeper Engagement Push

New Reimbursement Rules (ACA)

Consumer focus (Volcker Rule)

Internet of Things

Online pressure (Amazon)

Expectation & Trust Gap

Over-The-Top Disruption (Whats App)

Systems of Record

Companies Need a Customer-Centric System of Engagement

Infrastructure

Transactions

Treatment

Merchandising

Products

Products Systems of Engagement Mobile Cloud Social

Data

Science

Complete, Customizable CRM

Communications Industry

Competitive & Margin Pressures Driving Shift Towards Customer

 Over-the-Top Disruption

 Industry Consolidation

 New Providers

 Bandwidth Explosion

Disruptors Setting New Bar for Customer Demands  Need for 1:1, Effortless Journeys

OTT Video

App Store

Data

M2M

OTT Messaging

OTT Voice

Telcos Must Reimagine Engagement

1:1, Omni Channel, Effortless Customer Journey Easy & personalized journey right for every situation

IT Agility for Business Agility Agile platform that keeps up with changing needs

Collaborative Employee and Partner Journey Empower employees & partners to collaborate around customer

Omni-Channel Engagement Platform

ü  Shared Engagement Platform ü  Customer-Centric Data Model ü  Connected Experiences ü  Accelerated Innovation ü  Shared Analytics Across Channels

Provisioning Billing Serviceability TN Mgt Service Assurance Product Master

WFM

Order Mgt

Single Platform of Engagement Across Agent & Unassisted Channels

Systems of Record Optimized for Transaction Processing

MDU Self Service .COM

Social Care

Field Techs

Direct Sales

Indirect Channel Retail

Call Centers eCare Comm-

unities Apps

Customer Success Platform For Communications

Connected Customer Subscriber Ordering Subscriber Service Business Customer Lead To Order

360 View of Customer

Enhanced Self-Service

Content and Offer Recommendations

Subscriber Analytics

Consumer Facing Apps

Communities of Interest

Customer Facing Apps

Predictive Intelligence

Acquisition and Retention Through Social and Mobile

Campaign Management

Troubleshooting App

eBilling/EBPP

Agent Trouble Management

Agent Billing Inquiry & Resolution

Account Management

Enterprise Sales

SMB Sales

Mobile Sales & Ordering

Complex Order Configuration

Enterprise Account Mgt

Salesforce Industry Solutions for Both B2B & B2C

Customer Success Platform For Communications

Salesforce Works with your BSS/OSS Environment

Product Catalog Marketing Sales Customer

Management Order Capture Trouble & Case Management

Billing Inquiry & Resolution

Network

Rating & Billing

Service Assurance

Problem Management Diagnostics

Billing

Order Management

Product Master

Order Orchestration Supply Chain Workforce

Management

Order Management

Provisioning Activation

Service & Resource Inventory

Billing

Rating & Billing

Policy & Real-time Charging Mediation

Orders Trouble Tickets Billing Products Inventory Scheduling

Common Objects

Channels Retail Indirect Channel

Direct Sales MDU Call

Centers Field Techs

Self Service.com

eCare & Social Care

Commu-nities Apps

BSS

OSS

Network

Telephony

Connecting to Customers in a Whole New Way  Uniquely Salesforce: Innovation, Agility, Cloud, Mobile, Customer

Enterprise Multi-Tenant Cloud for Business and IT Agility

Omni-Channel with Social Integration for Effortless Journeys Everywhere

Cloud Collaboration to harness Crowd Sourcing Of Employees, Customers, Partners, and Networks

Proven Technolgy Sales Cloud, Service Cloud, Marketing Cloud, Salesforce 1 Platform

Omni Channel Demonstration

Quadstar omni-channel experience

Xfinity HD TV

Customer Director

Analytics Product

Chat

Apps

Email

Store

Social

Meet Jake

Thank you