M A S007 Plotczyk 091807

Data Quality: Who Doesn’t Want It?

John Brooke, Billian’s HealthDATA

Scott Fletcher, Misys

Teresa Nykilchuk, Seagate

Matthew Reznick, 3N: National Notification Network

Hernan Vera, Ryder Transportation & Logistics

Track: Marketing II Advanced Strategies

Safe Harbor Statement

“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward-looking statements including but not limited to statements regarding our expected future revenue, GAAP diluted earnings per share, expected tax rate, anticipated shares outstanding, and concerning the potential market for our existing service 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, including our Form 10-K for the fiscal year ended January 31, 2007. 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 forward-looking statements, except as required by law.

http://www.salesforce.com/investor

Safe Harbor Statement

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



JOHN BROOKEGM, SALES & MARKETING

SCOTT FLETCHERCRM PROGRAMME MANAGER

TERESA NYKILCHUK SR PROJECT MANAGER, CUSTOMER ADVOCACY

Lisa PlotczykSr. Manager, Marketing Operations

SALESFORCE.COM

Moderated By:

MATTHEW REZNICK MARKETING EVANGELIST

HERNAN VERA DIRECTOR MARKETING, SUPPLY CHAIN SOLUTIONS

Billian’s HealthDATA

• INDUSTRY: Publishing

• EMPLOYEES: 50

• GEOGRAPHY: North America

• # SALESFORCE USERS: 29

• PRODUCT(S) USED: SFA, Service & Support, 1 downloaded AppExchange

application

Billian’s HealthDATA is the leading provider of comprehensive market intelligence about the healthcare industry across the continuum of care.

Billian’s HealthDATA – Data Quality Key Challenges

Summary of Challenges

• Inaccurate pricing metrics• Lower revenue due to bad information

• Ideal Customer Profile spot unidentified• Were we chasing deals we had no way to win?

• Were we missing deals we should be focusing on?

• Was our marketing focused on our sweet spot?

• Reliant on tradeshows, website and calls for lead ID

Billian’s HealthDATA – The Solution

How did we address these challenges?

• Implemented AppExchange Access Hoover’s

• Cleansed and Enriched existing Accounts

• Identified Leads matching our Target Profile

• Integrated to Salesforce SFA

Deployment DetailsAppExchange Access Hoover’s6 UsersBuilt-in Integration pointsNo Training RequiredOngoing improvements in Quality of new Account information

Billian’s HealthDATA – Data Quality Results

What were the results?

• Updated account records for over 1,000 organizations in two weeks

• Added and enriched contact records for hundreds of decision makers

• Identified over 1,500 new prospects that met our Target Customer Profile

• Increased revenue from more up-to-date pricing metrics

• Accurate customer revenue and employee counts

Imagine it. Learn it. Use it.

How to apply what you’ve learned when you get

home

• Automate

• Centralize

• Implemented

• Integrate

All About Misys Plc

• INDUSTRY: Software

• EMPLOYEES: 5,500

• GEOGRAPHY: Global. Emerging markets esp. important for banking unit

• # USERS: 985 Banking/TCM; 530 Healthcare

• PRODUCT(S) USED: SFA, Service & Support, DemandTools, QueryAmp

Misys is a leading software and services provider serving customers in banking, treasury and capital markets, and healthcare. With over 25 years as a public company (London: MSY), Misys offers unparalleled domain knowledge in these highly specialised markets.

Misys – Data Quality Key Challenges


• High level of account and contact duplication

• Frequent changes in business organisation

• Constant need for small-scale modifications and

clean-ups

• Very hairy one-off clean-up projects, e.g., surgically

deleting all opportunity line items and replacing with

line-items with different pricebook entries

Misys – The Solution


• DemandTools for de-duping, PeopleImport utility

• QueryAmp for wide range of more-complex tasks,

large and small

Deployment DetailsQueryAmp 1.2.8Three usersBusiness Units: Banking, TCM

Misys – Replacing Obsolete Opportunity Line Items

1. Query for line items by currency in “Oppties with LIs” sheet

2. Query for Pricebook Entries in same currency in “Main Template” sheet

3. Delete obsolete LIs

4. Insert new LIs using Pricebook Entry IDs pasted from “Main Template” sheet

Misys – Data Quality Results


• Ability to dismantle old, poorly structured

Products/Pricebooks data and substitute improved

structure: prerequisite for implementing PS and

recurring-license pipeline management

• Big improvement in turnaround time on masses of

ad-hoc clean-up needs, from transferring

opportunities to interim pipeline-health reporting



home

• Automate

• Centralize

• Implemented

• Integrate

Seagate Technology

• INDUSTRY: High Technology

• EMPLOYEES: 41,000

• GEOGRAPHY: Global


• PRODUCT(S) USED: SFA, Demand Tools, People Import, Trillium

Seagate is the worldwide leader in the design, manufacture and marketing of hard disc drives, providing products for a wide-range of applications including Enterprise,

Desktop, Mobile Computing, Consumer Electronics and Branded Solutions.

Seagate – Data Quality Key Challenges


• Multiple sources and types of customer data

• Volume of sales data

• Little ownership of data

• Poor data quality at source

• Double byte character language support

Seagate – The Solution


• Standardize address data with Trillium

• Match and assign a unique customers number

across distributor data through Trillium

• Control quality of bulk list imports through marketing

with People Import

• De-duplication and data correction of user/system

entered data with Demand Tools

Seagate – The Solution


• Go back to source for improvements/process

correction

• Nominate Data Stewards in each region

• Emphasize business user involvement

• Link basic data quality to high-value intelligence

Seagate – Data Quality Results


• 10s of thousands of duplicate accounts and contacts

removed from SFDC using Demand Tools

• Better de-dupe on import by People Import

• More than 1M unique customer names processed by

Trillium

• Marketing ROI projects relying on data

• User adoption

Seagate - Summary

Find the data advocates and enlist support

Try to improve quality at source at every

opportunity

Emphasise that all users have some involvement in

data quality – “do no harm” to “patrol duties” to

“The Cleaner”

Don’t be afraid to use multiple tools with different

competencies for data management



home

• Automate

• Centralize

• Implemented

• Integrate

• INDUSTRY: Technology – SaaS

• EMPLOYEES: 50

• GEOGRAPHY: Global


• PRODUCT(S) USED: SFA, Campaigns, Service & Support, RingLead,

Google AdWords, Spoke, Exact Target

3n® (National Notification Network) is the leading global provider of mass notification solutions to Global 2000 corporations, government agencies, healthcare systems, and educational institutions in more than 70 countries with the ability to communicate in more than 230 countries worldwide.

3n (National Notification Network)

– Data Quality Key Challenges


• Cleaning the starting data

• 2 business units

• 2 separate websites

• 40 tradeshows per year

• 30 webinars per year

• De-duping every record

• Lead generation vs. lead nurturing

– The Solution


Every record gets tagged with a

campaign

• Web to Lead

• Auto assignment and salesperson

notification

• Validar – Tradeshow lead capture

• RingLead mass list

• Implemented email marketing campaigns

Deployment Details

RingLeadWeb to

LeadMass List

ValidarExact Target


• De-duping average tradeshow list from 10 man hours to 10

minutes

• Overall tradeshow-to-salesperson process

• 5 to 7 business hours to several hours

• Sales people contacting prospects while the prospect is still on

the website

• Sales people have confidence in the lead quality

• Market share improvements

• Identifying hunting leads from farming leads

– Data Quality Results



home

• Automate

• Centralize

• Implemented

• Integrate

About Ryder

• INDUSTRY: logistics, supply chain and transportation management solutions • EMPLOYEES: 28,600

• GEOGRAPHY: Global (Concentration in the U.S., Canada, Mexico, Brazil,

Argentina, Chile, UK, Germany, Singapore, China)

• # USERS: 200+, 12 currencies

• PRODUCT(S) USED: SFA, Salesforce Mobile, Territory Management, 11

downloaded AppExchange applications

Ryder is a Fortune 500 provider of leading-edge transportation, logistics and supply chain management solutions worldwide.

RYDER – Data Quality Key Challenges


• Starting from scratch, wanted to make data quality cornerstone

of our implementation

• Obtaining a singular view of the customer globally

• Our Implementation

• 5,000 Account records

• Inbound lead volume 150 per month

• Average 1-2 contacts per Account

• Private Sharing Model

RYDER – The Solution

Well planned data model

Tag and enrich ALL leads and accounts with a DUNS# and

Parent linkages up through Global Ultimate Duns, DUNS

Demographics (Revenue, Industry, etc.)

“On The Fly” linkage to family tree within salesforce.com

powerful incentive to enter Accounts

Data Hygiene reports run

Workflow when a record is created

Notifying creator of incomplete fields

Assigning a task to Data quality administration to Tag/Enrich

record

Diamond Data – DUNS Linkage

Customer Connect

application populates D&B

data to salesforce.com on-

demand

Only selected data is

brought over from D&B.

Additional data is

appended quarterly as

needed

Validates selected data we

gathered

Field-level security

controls who sees what

Up-to-date global hierarchy

maintained daily

Diamond Data – DUNS Linkage

Diamond Data

application allows for

100% matching to D &B

Family tree links

maintained daily

Data Hygiene – Exception reports

Daily

Account creation, Account duplicates and DUNS matching

Contact creation and duplicates

Weekly

Account type validation

Account Address

Lead completeness

Monthly

Opportunity data validations

Expiring/Expired contracts

Ownership of Accounts, Opportunities, Contacts, Contracts

Summary

Managing data and ensuring data quality is our most important (and time consuming) activity

Manual touch is critical, even with automation tools

Evaluating time investment trade-off regularly

Clear data model up-front helps

Organization stamina currently high

IT currently not involved. They will be as we get to the 360° view

Organization is addicted, not just adopting, to salesforce.com

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QUESTION & ANSWER SESSION

JOHN BROOKEGM, SALES & MARKETING

SCOTT FLETCHER

TERESA NYKILCHUK SR PROJECT MANAGER, CUSTOMER ADVOCACY

MATTHEW REZNICK MARKETING EVANGELIST

HERNAN VERA DIRECTOR MARKETING, SUPPLY CHAIN SOLUTIONS

CRM PROGRAMME MANAGER

Economy & Finance

M A S007 Plotczyk 091807