The Small Business App Market: Desk.com, Do.com, and More

Richard Hasslacher, salesforce.com Director, ISV and Channels @rhasslacher

Richard Hasslacher Director, ISV & Channels twitter @rhasslacher

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 July 31, 2012. 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.

Social Revolution

Trends in SMB

Building blocks of SMB apps

Manav Monga Co-Founder and PM, Do by Salesforce ���twitter @xmanav

“

”

Social Productivity Everywhere

SMB Landscape Today

Cloud

Behave like consumers

Marketplaces

Try and Buy

Building for Small Businesses

Release early and often

Build features that apply to everyone

Measure & Iterate

Reaching Small Businesses

Qualified businesses

Freemium

Referrals

Interoperability

How Does Do Help Small Businesses

Fast

Simple

Flexible

Contactually Fast integration: 2 days, 1 engineer

Contacts and Tasks integration

Open API

Chris Abad VP Product, Desk.com @chrisabad

All about me.

I’m a designer, developer, and Internet entrepreneur.

  Former founder and CEO of a social gaming company.

Acquired by News Corp.

  Interested in social behavior within web-based and

mobile products.

  Passionate about high-quality user experiences.

All about Desk.com

Click to add brief company overview here. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed lectus tortor, pulvinar sit amet blandit ac, bibendum vitae sapien.

  Click to add solution/app highlights; no more than four but should include   Vertical/horizontal focus   Traction to date

The bar has been raised for appealing to SMB’s. They have higher expectations.

 Best-of-class user experience.

 Use it on the go.

 Integrate with social channels.

 Simple, friendly pricing.

Creating an app for SMB’s

Must-have’s, if you’re going to connect with your market:

 Speak their language.

 Grab their attention. Fast.

 Leverage the ecosystem.

 Be visible in marketplaces.

Reaching SMB’s

Desk – how we developed an app for SMB

  Simple

  Friendly

  Effective

David Barrett Founder

@expensify

All about Expensify

"Expense reports that don't suck!" Import your credit card, SmartScan receipts with your mobile phone, export to accounting, reimburse with direct deposit.

  - Over 1M users across 150K companies

  - Over $2M in expense reports processed daily

  - Expense management leader for SMB

  - No sales, no marketing

Not much: Classic techniques still don't work

- Paid acquisition still too expensive

- Partners still not interested

- Field of Dreams: they still don't come.

How has the SMB landscape changed?

There is no one magic bullet, you need a full clip:

- Incredibly obvious design,

- Pretty enough to look credible,

- Not too pretty you're afraid to change,

- Laser focus on what matters,

- Acceptance that you're wrong, and

- Unbelievable patience.

Creating an app for SMB’s

New options exist that didn't even 3 years ago:

- Mobile

- Viral / word of mouth

- Ecosystems

Reaching SMB’s

How our App addresses SMB

1. Mobile: Employees sign up for free app 2. Viral: Submit/approve qualifies the lead 3. Freemium: Activity threshold forces paying 4. Word of mouth: User delight closes the loop

Case Study: Team Rubicon

Flashmobs that Save Lives in Disaster Regions

"We get a lot of spontaneous volunteers [who] need reimbursements

rapidly since they are fronting the costs." Jake Wood, Founder

- Hundreds of ex-military volunteers

- Reimburse mileage, medical supplies, etc.

- Operate in Africa, Haiti, Pakistan, China, Burma, US

- Currently helping hurricane victims in New Orleans

The science of incenting right!

See Us @ Booth 706

  Express is native Force.com   In the market for 18 months   270+ customers   95% CSAT   36 reviews @ 4.5 – 5.0

IT IS THE BEST OF TIMES

IT COULD BE THE WORST OF TIMES

Inbound

You reach them

They reach you

CRM Effectiveness Sales Motivation Revenue Growth

X X X

•  28 Sales reps using Express •  Visibility for the reps •  Motivates and aligns •  Eliminates the error rate •  Cloud enables plug-in to Salesforce

“Xactly gives us error free, comp visibility to both finance and sales.”

James Mayfield Business Analyst

Cascade Orthopedic Supply

David Barret

Expensify

Richard Hasslacher

ISV & Channels

Scott Broomfield

Xactly

Manav Monga

Do.com

Chris Abad

Desk