CRM Success - Salesforce.com

Manage. Share. Succeed.To us, success is more than consistent growth, an increasing customerbase, and industry awards.The nature of our business demands that we work hard to ensure thatall of our customers want to remain our customers.Forever.Because we can’t really be successful unless our customers are.The real salesforce.com success story isn’t about our company at all.It’s about the successes of thousands of salesforce.com customers.Like these…

CRM Success in the CloudTrue stories of companies that transformed their business with Salesforce CRM24 Hour Fitness ............................................................. 4AlliedBarton Security Services ................................ 5Alltel .................................................................................. 6AMD .................................................................................. 7American Medical Response .................................... 8Aon .................................................................................... 9ASCAP .............................................................................. 10Ashland ............................................................................ 11Borland ............................................................................ 12Bronx Lab School ......................................................... 13Cars.com .......................................................................... 14Chase Paymentech Solutions .................................. 15Cisco ................................................................................. 16Cognos ............................................................................. 17Corporate Express ........................................................ 18Cray, Inc. .......................................................................... 19Dell .................................................................................... 20Dimension Data ............................................................ 21Dreambuilder Investments ...................................... 22E*TRADE FINANCIAL ................................................... 23F5 Networks ................................................................... 24Fujitsu Network Communications ......................... 25Google Enterprise ........................................................ 26Harris Interactive .......................................................... 27Informa ............................................................................ 28Kaiser Permanente ...................................................... 29Konica Minolta .............................................................. 31Misys Banking Systems .............................................. 32Motorola .......................................................................... 33NJ TRANSIT ..................................................................... 34Papa Murphy’s Take ‘N’ Bake Pizza .......................... 35Polycom ........................................................................... 36Qualcomm ...................................................................... 37Quantum ......................................................................... 38Restoration Hardware ................................................ 39Ryder ................................................................................ 40Segway ............................................................................ 41Shopping.com, an eBay company ......................... 42Siemens PLM Software .............................................. 43Síminn .............................................................................. 44SmartMoney .................................................................. 45SunEdison ....................................................................... 46SunTrust Banks .............................................................. 47Symantec ........................................................................ 48The Häagen-Dazs Shoppe Company .................... 49The HoneyBaked Ham Company of Georgia ..... 50The Wall Street Journal .............................................. 51Time Warner Cable Business Class ......................... 52Toyota Motor Europe .................................................. 53Voices.com ...................................................................... 54Index: Customer ........................................................... 55Index: Industry .............................................................. 56Karl Strauss Brewing Company ............................... 30

Business is really looking up for us; things are gelling,and Salesforce CRM has been a big part of it.6CHALLENGES SOLUTION RESULTS24 Hour FitnessIndustry:HealthcareProfile:The world’s largest privatelyowned and operatedfitness chain:: Consolidate all corporate sales groups onone CRM platform:: Create a unified view of customers bycombining disparate CRM systems:: Overcome the integration, data transfer,and laptop theft issues that plagued priorconsolidation attempts on ACT!:: Deploy a stress-free solution that can becustomized without draining IT resources:: Selected Salesforce CRM EnterpriseEdition over competing products fromvendors such as SalesNet:: Extended Salesforce CRM withapplications from the Force.comAppExchange:— Access Hoovers integrates Hoover’sdatabase of 21 million companies and 28million executives— Pollzter for AppExchange lets users easilycreate and distribute on-demand surveysand response forms— Sxip Audit lets system administratorsmonitor security status and activities— Attachment Manager tracks attachmentsand storage usage— Mass Update Anything allows bulkupdating of any field on any type of record:: Increased business in corporate salesby 30 percent due in part to the clear,consolidated view of the sales pipelineavailable with Salesforce CRM:: Better transparency, reporting, andcommunication across global teams:: High adoption rate thanks to ease of useand training:: Easy access to other 24 Hour Fitnesssystems from custom links withinSalesforce CRM:: Easily customized and deployed thesolution in 45 days:: Enhanced the solution with SalesforceCRM Customer Service & Support:: Offered simple training to help usersquickly begin using the new solution

The Force.com AppExchange transformed what was alreadya superior CRM system into a cohesive storehouse of solutionsthat address the needs of our business units.CHALLENGES SOLUTION RESULTS 7:: Deploy an on-demand CRM solution fordatabase management and interfaceprogramming:: Minimally impact IT:: Centrally manage and share customerand prospect contact information:: Customized Salesforce CRM quickly andeasily with custom objects and fields:: Offered a 3-month sales training programto educate the sales team; doubledadoption in 1 year:: Extended the solution with Force.comAppExchange apps, including Clicktools,Campaigner, advanced call scriptingapplications, and an integratedlead provider:: The consolidated system tracks data fromlead generation to customer satisfaction:: Management can assess accountability,view business on a national level, andmeasure marketing ROI using forecastsand reports:: Significant improvements in accountservice, customer satisfaction, andretention:: Streamlined communication connectssales and operationsAlliedBarton Security ServicesIndustry:Business ServicesProfile:The largest American-owned andmanaged security services firm

Salesforce CRM empowers us with an eagle-eye view ofthe business—helping us address and improve the way in whichwe attract and serve our customers.8CHALLENGES SOLUTION RESULTSAlltelIndustry:CommunicationsProfile:Owner and operator of thenation’s largest wireless network:: Deploy a robust, customizableCRM solution to accommodatebusiness-specific ordering systems:: Create a unified view of customers notavailable with disparate homegrownapplications:: Gain customer visibility needed forforecasting and planning channelactivities:: Deployed Salesforce CRM EnterpriseEdition to 633 users with help fromsalesforce.com partner Astadia; laterupgraded to Salesforce CRM UnlimitedEdition:: Customized the solution to includeordering systems that link to theactivations group work queue:: Integrated with Microsoft Outlook andmobile devices:: Unified customer view by linkingsales reps with the call center andactivations group:: Real-time views into sales, customer,and pipeline information help identifyweak spots in the sales process:: Transparency of data helps standardizepricing models:: Achieved 85 percent user adoption:: Also integrated with PeopleSoft FinancialTools for greater visibility into customeraccount information

With Salesforce CRM, AMD has a global CRM platform thatdelivers a solid return on our investment without compromisingany functionality.CHALLENGES SOLUTION RESULTS 9:: Avoid the expense and customizationof traditional client/server CRM softwarewith an on-demand model:: Choose a global solution that could bedeployed rapidly:: Ensure integration with internal back-endsystems:: Deployed worldwide to 800 users in lessthan 45 days; minimal impact on IT staff:: Seamless integration with existingenterprise applications using theForce.com platform:: Easy communication and capture ofcustomer data with Force.com Connectfor Microsoft Outlook:: A systematic solution for business processdevelopment and enhancement:: Organization-wide visibility into pertinentsales and customer information:: Sales teams can focus on deliveringtechnology solutions to meet customerneedsAMDIndustry:Hi-Tech HardwareProfile:Leading innovator insemiconductor design andmanufacturing

There is no other solution on the market that offered the speedand flexibility an organization of our scope and size requires.CHALLENGES SOLUTION RESULTS 11:: Provide clients with the mostindividualized insurance solutions onthe market:: Create a consistent view of customersacross business units by standardizing ona single enterprise CRM solution:: Deploy infrastructure to capture, manage,and report on data across the company:: Selected Salesforce CRM over leadingCRM vendors including PeopleSoft:: Integrated with proprietary pricing andbilling systems using the Force.com API:: Deployed Salesforce CRM to 7,000employees worldwide:: Real-time dashboards meet the goalof easily reporting on key performancemetrics:: Substantially increased crossdepartmentalvisibility into individualcustomer needs:: Formerly siloed employees can nowcollaborate to provide better valueto customersAonIndustry:InsuranceProfile:A leading insurance broker andrisk management consulting firm

We have the freedom to innovate and solve businessproblems on demand.12CHALLENGES SOLUTION RESULTSASCAPIndustry:MediaProfile:Performing rights organizationrepresenting hundreds ofthousands of music creatorsworldwide:: Efficiently manage the licensing processgoverning music use in various venues:: Consolidate the existing mix of CRMsystems based Lotus Notes:: Choose a solution that could bedeployed quickly:: Integrate existing workflow processesand billing systems:: Selected Salesforce CRM after evaluatingthree leading CRM vendors:: Deployed the solution to 130 employeeswith help from salesforce.com partnerBluewolf:: Dashboards consolidate data previouslyexported from multiple databases andthen analyzed in Microsoft Access:: Installed a Vacation Request applicationfrom the Force.com AppExchange totrack employee time off requests andaccruals with no additional investment indeveloper resources:: Sales professionals can intelligentlymanage their accounts:: Increased first-time call resolutionrates improved productivity andcustomer satisfaction:: Eliminated reliance on internalIT resources:: Employees and managers efficiently fileand track vacation requests, cutting downon administrative busywork

Salesforce CRM helped us quickly improve productivity andboost customer service levels.CHALLENGES SOLUTION RESULTS 13:: Easily share customer information amongvarious departments:: Enhance the customer service team’sproductivity:: Share information with members of thecompany’s supply chain:: Effectively and centrally track all customerservice activities:: Manage a complex sample managementprocess; provide an audit trail for allsamples and approval histories:: Deployed Salesforce CRM to 50 sales repsin 3 months and ultimately to 1,000+users in the sales and customer serviceorganizations:: Upgraded to Salesforce CRM UnlimitedEdition and added 750+ users:: Integrated SAP’s customer master, vendormaster, and materials master across 2,500potential users companywide with helpfrom Salesforce.com Consulting:: Created a custom application in dayson the Force.com platform to track andmanage the sample process; integratedwith an existing field application:: Extended the solution with SalesforceCRM Customer Service & Support:: Enhanced lead process makes thecompany a more attractive distributor toits suppliers/customers:: Customizations and workflowautomation improve sales processes,which boosts productivity and improvesthe bottom line:: Sales and customer service organizationsnow collaborate on customer efforts:: Unlimited Edition offers the agility tocreate numerous, customized apps thatmap to workflow and business objectives:: Consolidating all data in one systemprovides better process control,transparency, and coordinationAshlandIndustry:Energy & ChemicalsProfile:A division of Ashland Inc.,diversified chemical company

Salesforce CRM has been so successful that we also rolled it outand customized it for our business development and sales groupso that 300 professionals across our organization now have bettervisibility and are working more productively.CHALLENGES SOLUTION RESULTS 17:: Improve communications andcollaboration among 120 relationshipmanagers:: More effectively track activities in largeaccounts and integrate information withlegacy systems:: Select an integrated solution for sales andbusiness development:: Decrease turnaround time and improvetracking for leads from customer banks:: Selected Salesforce CRM ProfessionalEdition over a client/server CRM solution:: Upgraded to Salesforce CRM EnterpriseEdition to leverage the Force.com API tointegrate financial and call-center systems:: The sales/business development grouplater selected Salesforce CRM over Oracle:: Provides a comprehensive accountview plus a campaign managementand customer service tool for 300professionals:: Created a single resource for all customerfacingactivities plus financial andoperational data from legacy systems:: Boosted the productivity of relationshipmanagement teams within 90 days:: Reduced turnaround time for leads frombanks from 24 hours to 2 hours:: Significantly improved reporting,including more accurate pipelinereportingChase Paymentech SolutionsIndustry:Financial ServicesProfile:A leading global payments firmand the world’s largest merchantacquirer, transacting paymentsin 140 currencies

Salesforce CRM provides the flexible, enterprise-classfunctionality needed to reach our goals.18CHALLENGES SOLUTION RESULTSCiscoIndustry:Hi-Tech HardwareProfile:The worldwide leader innetworking that transforms howpeople connect, communicate,and collaborate:: Centralize data and enhance sales andaccount planning worldwide:: Accommodate scalability andintegration needs not met by theexisting CRM platform:: Support the multilingual andmulticurrency requirements of a businessspanning seven continents:: Provide preintegrated PRM capability tosupport the company’s partners:: Selected Salesforce CRM UnlimitedEdition:: With Salesforce.com Consulting,created new components to deal withcomplicated hierarchies and enablemajor integrations:: Bidirectional integration with Siebelforecasting using single sign-on;additional integration with Siebel territoryhierarchy, Microsoft Outlook, and a leadrouting tool:: Extended the solution with theSalesforce CRM Partner Portal for leadand opportunity collaboration:: Installed WebEx, Factiva, and MyCall Manager from the Force.comAppExchange:: Successfully deployed the solutionto 15,000 users worldwide; extension to10,000 more users is planned:: Centralized information managementhelps maintain control over data in anenvironment where reps can be transitory:: Account planning, previously difficult toinstitute, can be increasingly used:: Extensive integrations will eventuallyphase out superfluous tools:: Salesforce CRM and the Force.complatform provide a foundation to expandcapabilities as business needs andprocesses evolve

Salesforce CRM helps us harness knowledge to facilitatea coordinated, team-selling approach to our customersuccess program.CHALLENGES SOLUTION RESULTS 19:: Replace a custom-built forecastingapplication the company had outgrown:: Provide sophisticated account,opportunity, contact, and leadmanagement solutions to facilitate ateam selling methodology:: Replace an outdated Onyx CRMsystem that didn’t meet multilanguagesupport and advanced forecastingrequirements:: Chose Salesforce CRM over Onyx andSiebel CRM OnDemand for performanceand market leadership:: With Salesforce.com Consulting,deploying the solution globally in just4 months:: Integrated with Oracle Financialsinformation to perform advancedreporting and analysis:: Extended the solution with EloquaConversion Suite from the Force.comAppExchange to execute and automatemarketing campaigns from withinSalesforce CRM:: Knowledge sharing among sales, presales,and services teams supports the customersuccess program’s team-selling approach:: The user-friendly solution spurredadoption, dramatically improving accountforecasting accuracy:: Rolled out Salesforce CRM PartnerNetworks to 150+ partners to supportcontinued channel growthCognosIndustry:Hi-Tech Software & ServicesProfile:A leader in business intelligence(BI) and performance planningsoftware for the enterprise:: Augmented Salesforce CRM’s datasecurity features with secure hardwaretokens to create a failsafe loginauthentication process:: Chose 24/7 Salesforce.com PremierSupport

Salesforce CRM lets us view and track our pipeline overtime, with customizable reporting that empowers us with theintelligence to steer our company toward success.CHALLENGES SOLUTION RESULTS 21:: Greater visibility into the pipeline tomanage a recently expanded product linemore effectively:: Replace Excel spreadsheets unable tohandle increased sales activity:: Replace outdated legacy supportsoftware that no longer met thecompany’s needs:: Integrate with a back-end PeopleSoftERP system:: Consolidate and streamline data entryto eliminate the months it took toimplement simple changes in the currentaging support system:: Select an easy-to-use CRM system thatcould be implemented quickly, drivehigh user adoption, and accommodateintegration and support:: Deployed Salesforce CRM EnterpriseEdition to 75 users; subsequentlydeployed to 90 service staff and60 sales, marketing, and managementstaff worldwide:: Use the solution for all external customerfacingtransactions in four languages:English, Korean, Japanese, and German:: Implemented 46 assignment rulesand 48 escalation rules to manage andresolve cases:: Created 15 record types to consolidateand track customer data, streamlining theformer jumble of information fields:: Integrated with a bug tracking system:: Reduced data-entry time from 10 minutesper case to 2–3 minutes per case:: Streamlined problem reporting lets repsenter case data only once and quicklyroute cases based on issue type:: Achieved nearly 100 percent adoption,compared with 50 percent adoption ofthe previous systemCray, Inc.Industry:Hi-Tech HardwareProfile:The global leader insupercomputing

Salesforce CRM has transformed our opportunitymanagement process, offering improved resources management,improved closure rates, and a reduced cost of sale.CHALLENGES SOLUTION RESULTS 23:: Replace a set of systems in five regionsworldwide used to target, acquire, andretain customers:: Consolidate fragmented salesmanagement systems, including Siebel,Oracle Financials, proprietary systems,spreadsheets, and email:: Eliminate the multiple, overlappingsystems that required too manyIT resources:: Deployed Salesforce CRM SFA worldwidein 4 months:: Replaced existing sales managementsystems used by staff in 40 countrieswith a single, global, unified salesmanagement system based onSalesforce CRM:: Completed point-and-click customizationquickly and easily without IT to createhundreds of sales reports and a tool tocoordinate customer references:: Increased the global sales pipeline by172 percent:: Provides sales teams with simultaneous,shared access to 5,000+ standalonecompany reports and 700+ customizedglobal reports:: Reduced the variance between thesales pipeline forecast and the actualclosed value:: Reduced the number of accounts trackedby aggregating overlapping accountsDimension DataIndustry:Hi-Tech Software & ServicesProfile:A specialized, South Africa–basedIT services provider:: Achieved 92 percent user adoption

We run our business on the Web, and it was vital that ourCRM solution align with our model.CHALLENGES SOLUTION RESULTS 25:: Identify a lead management tool tostandardize processes across multiplesales teams in the U.S., Europe, andHong Kong:: Select a Web-based solution that wouldseamlessly integrate and align with thecompany’s online business:: Chose Salesforce CRM Enterprise Editionfor its ability to report on relevant metrics:: Deployed Web-based campaignmanagement tools and an integratedinterface to ensure a seamless userexperience in a phased rollout acrossglobal sales:: Quick time-to-market with dedicatedtraining resulted in a successful rolloutand high adoption rate:: A more defined lead and casemanagement process helps standardizeoperations across a diverse globalsales forceE*TRADE FINANCIALIndustry:Financial ServicesProfile:A global provider of financialservices:: Provide access to important metrics notavailable with reporting generated from aback-end data warehouse:: Choose a solution that was secure,reliable, and offered quick time-to-market:: With salesforce.com partnerStraightThrough CRM Solutions,tailored the system to the financialservices market:: The ability for sales groups to report oncritical metrics stimulates productivityand boosts performance:: Tracking features, access controls, andbest-in-class security help comply withstrict customer privacy practices

We have dramatically increased partner loyalty. With a 300 percentincrease in quarterly deal registrations and increased visibility to thepipeline, we’re in a better position to help partners win deals.26CHALLENGES SOLUTION RESULTSF5 NetworksIndustry:Hi-Tech HardwareProfile:The global leader in applicationdelivery networking:: Extend the success of Salesforce CRM SFA,which had improved sales processesand operations, to the company’spartner program:: Replace a partner program viewed asunfriendly because too many partnerscompeted for the same business:: Resolve channel conflicts and opportunitymanagement issues that undercut theeffectiveness of partner sales efforts:: Create a partner portal without technicalresources:: Chose Salesforce CRM PartnerNetworks, the only solution that offeredcomprehensive integration of CRMand PRM for full visibility across all saleschannels:: Created a customizable partner portalthat lets partners easily access tools suchas marketing collateral, marketing funds,and pricing information:: Developed a transparent deal-registrationprogram with agreed-upon rules andexpectation levels to create trustamong partners:: Reduced the deal-approval cycle by90+ percent; increased quarterly dealregistrations by 300 percent:: Decreased time-to-market and cost ofsales helped the top 20 partners doubletheir business in 1 year:: Ability to engage with partners earlier andmore often in the sales process via thenew closed-loop system:: Increased access to leads and supportthrough the partner portal helps partnersdo more business at a better margin:: Integrated with Oracle Financials sopartners can check order status after adeal has been finalized

With Salesforce CRM and Google Apps, we have one seamlessexperience. Our sales teams can collaborate, put together apresentation, and deliver in a timely and effective manner.28CHALLENGES SOLUTION RESULTSGoogle EnterpriseIndustry:MediaProfile:A division of Google thatoffers enterprise solutions toorganizations of all sizes:: Consolidate and streamline customerdata stored in multiple systems, whichhindered the effectiveness of thesales teams:: Gain visibility into the sales pipeline:: Identify an on-demand solution thatcould be customized as the business grew:: Provide lead management capabilities:: Integrate with Google Apps, GoogleMaps, and the Google Search appliance:: Deployed Salesforce CRM EnterpriseEdition:: Eliminated the headaches associatedwith traditional software migration andintegration following the acquisitionsof Postini (an email services company),DoubleClick (a global Internet advertisingsolutions company), and dMarcBroadcasting (a digital solutions providerfor the radio broadcast industry):: Integrated with the Google Apps suite ofWeb-based productivity applications sousers can communicate and collaboratewith Gmail, Google Calendar, Google Talk,Google Sites, and Google Docs seamlesslywithin Salesforce CRM:: Provides a global customer datarepository that allows for leadmanagement, pipeline management,sales collaboration, and more:: The integration of Google Apps andSalesforce CRM lets salespeoplecollaborate and work togethermore efficiently:: Extended the solution with SalesforceCRM Customer Service & Support to letservice representatives respond quicklyto customer requests related to theGoogle Search appliance

Salesforce CRM has allowed us to reinvent the way we thinkabout our business.CHALLENGES SOLUTION RESULTS 29:: Improve global communication and salesefficiency with greater cross-functionalsupport of sales, marketing, finance,and research:: Build a corporate sales culture thatfeatured a cohesive approach to selling:: Create one common system that could beaccessed anywhere, at any time by a newsales organization and other businessunits worldwide:: Improve communication, operationalefficiency, and customer intelligence bytying operations to sales:: Overcome the complexity, lack ofcustomization capabilities, low useradoption, and poor ROI challenges ofthe existing Siebel solution:: Chose Salesforce CRM over SalesLogixbecause of its cost-effective on-demandplatform, flexible integration options, andcustomization capabilities:: Deployed the solution in the U.S., Canada,Europe, and Asia:: Incorporated formulas into approvalprocesses to streamline a complexcommissions management process:: Extended the solution’s functionalitywith apps from the Force.comAppExchange, including CRMfusion’sDemandTools, ExactTarget’s ExactTargetfor AppExchange, and Centive’sCentive Compel:: Created a Competitive Profiles app usingthe Force.com platform:: Saved $250,000 per year in administrativemanagement costs associated withtraditional CRM offerings:: Improved sales forecasting accuracy to ashigh as 90 percent in some divisions:: Decreased forecast creation time by50 percent:: Achieved ROI immediately in France,Canada, Germany, Hong Kong, andSingapore and within the first month inthe U.S. and U.K.:: Doubled supply chain efficiency:: Realized 90+ percent user adoptiongloballyHarris InteractiveIndustry:Business ServicesProfile:A worldwide market research andconsulting firm

We chose Salesforce CRM because we wanted a robust,full-featured solution that would easily integrate with our internalsystems and provide quick time-to-value.30CHALLENGES SOLUTION RESULTSInformaIndustry:MediaProfile:A leading provider of salesperformance improvementsolutions and training:: Upgrade and unify existing CRM andaccount management solutions:: Create one centralized, easy-to-usesolution to replace ACT!, GoldMine, andcustom applications:: Select a solution that could be deployedquickly to 150+ offices and latercustomized:: Integrate with an internal businesssystems initiative focused on unifyingcustomer data, marketing, ordering, anduser experience information:: Provide support for multiple languagesand currencies in 40+ countries:: Chose Salesforce CRM Unlimited Editionover Microsoft CRM, SAP CRM, SalesLogix,and SugarCRM for its robust featuresand functionality, low cost, and abilityto integrate:: With Salesforce.com Consulting, deployedthe solution in four languages to 1,000+users in less than 3 months; deployed to30 business units to date:: Added Sesame Software’s RelationalJunction from the Force.comAppExchange to simplify data migration,replication, and integration:: Integrated with SAP and a legacymarketing system:: Achieved 95 percent adoption:: Created a central repository of accountmanagement information, unifyingcustomer interactions:: Provided real-time visibility to pipelineinformation for more accurate planningand forecasting:: Ability to track all sales and supportactivities provides better customer serviceand higher win rates:: Extended the solution with SalesforceCRM Customer Service & Support:: Built applications for projectmanagement, sales, service and support,and more using the Force.com platform

With the applications we created on the Force.com platform,we’ve transformed our field reps from phone-bound order takersinto CRM managers. We gave them the knowledge and flexibilityto not only nurture deep and loyal relationships with our customers,but to create new and exciting selling opportunities as well.32CHALLENGES SOLUTION RESULTSKarl Strauss Brewing CompanyIndustry:Distribution & RetailProfile:The leading regional craft brewerin Southern California:: Leverage advanced CRM features for theoperational flexibility needed to supportrapid growth:: Differentiate the company in local beermarkets through superior, personalcustomer relations:: Choose a solution that could be accessedfrom anywhere, at any time:: Ensure immediate and seamlessintegration with the existing MicrosoftDynamics GP financial system:: Selected Salesforce CRM SFA for itson-demand model, flexible deployment,integration options, mobile capabilities,and minimal IT requirements:: Field reps can access the solution from aBlackBerry to create real-time orders andsynchronize data:: Created a custom application to trackbrewery vehicle and maintenance costs:: Extended the solution with ScribeSoftware from the Force.comAppExchange to create a closed loopopportunity-to-order process:: Consolidated customer data accesstransforms sales reps into full customerservicepartners:: Improved insight helps reps effectivelycross-sell and up-sell to customers,boosting sales and customer loyalty:: Increased efficiency and improvedbusiness operations thanks to a single,unified source of all finance and salesoperations:: Turned the company into a recognizedcustomer relations leader in its markets

The unified view has enabled the company to reduce ourcustomer response time, enhance the end-to-end customerexperience with Misys, and increase customer happiness.34CHALLENGES SOLUTION RESULTSMisys Banking SystemsIndustry:Financial ServicesProfile:One of the world’s largestproviders of industry-specificsoftware:: Merge two business units with differentsupport processes, different service andsupport configurations of Salesforce CRM,and different portals:: Create one common portal for customers:: Design, develop, and launch thesolution in only 5 months:: Deployed Salesforce CRMto 1,000 banking professionals:: Created a 24/7, world-class customersupport portal:: Dramatically reduced average turnaroundtime on high-priority cases:: Increased the volume of cases coming invia the unified portal by approximately250 percent in 10 months:: Information now reaches thesupport groups much faster than itdid 12 months ago:: Reduced the cost of supporting aglobal customer base:: Increased customer satisfaction

Salesforce.com saved us from a money- and time-drainingCRM quagmire. With its streamlined functionality andcost-effective, Web-based architecture, Salesforce CRM providesthe information we need through configuration rather thancustom code.CHALLENGES SOLUTION RESULTS 35:: Reduce administrative time, cut costs,and provide greater control over salesoperations:: Replace an existing CRM system that wasnot intuitive or flexible with a solutionthat offered faster response times,opportunity management, and forecastgenerationactivities:: Provide full territory management withmobile and offline capabilities:: Choose a faster, more cost-effectiveon-demand solution that required lessbandwidth and could be customized withminimal IT resources:: Selected Salesforce CRM for its superioron-demand architecture, deepfunctionality, and robust configurationtools:: With salesforce.com partner OKERE,deployed Salesforce CRM EnterpriseEdition to 100+ Asia associates in 3months with integrations to Siebel, SAP,Microsoft Outlook, and Comergent:: Completed a full worldwidedeployment in 6 months, expanding theimplementation to 1,000+ users:: Salesforce.com Premier Support providesbest-practice advice and support 24/7 toassociates worldwide:: Decreased time dedicated to CRMactivities; increased time spentwith customers:: Minimal reliance on internal resourcesshaves money off the bottom line:: Easy-to-use forecasting and real-timereporting help management betterdeliver metrics on sales activitiesand performance:: Self-sustaining solution minimizes theneed for outside helpMotorolaIndustry:Hi-Tech HardwareProfile:A global leader in innovation forcommunications:: Future plans to integrate with wirelessSymbol EDA devices will provideanywhere, anytime access to salesinformation

The Force.com platform has completely changed howwe do business—for the better. Now, we’re limited only byour imagination.36CHALLENGES SOLUTION RESULTSNJ TRANSITIndustry:Nonprofit, Education,& Public SectorProfile:New Jersey’s publictransportation corporation:: Replace the existing system to increasethe productivity and effectiveness ofcustomer service operations:: Capture all customer interactions andtrack the organization’s operationalresponses:: Allow all employees responsible forCustomer Service and Support to accessthe new solution:: Let riders enter information directlyinto the system:: Select an always-available, lowmaintenance,on-demand solution tosupport 24/7 operations requiring a360-degree view of customer information:: Chose Salesforce CRM Customer Service& Support because of its minimal ITrequirements, customization capabilities,and anytime, anywhere access:: Deployed to 150+ customer serviceemployees plus 3,000+ potentialemployees over a 5-month period:: Customized the solution to meet thespecific needs of thousands of bus, train,and light rail riders in three states:: Let customers and internal users askquestions and submit issues, which flowinto the central customer informationwarehouse:: Created integrations to a data warehouse,employee information, an emailmanagement system, and a dataquality solution:: Deliver faster, more complete responsesto constituents:: Increased handling of customer inquiriesby 500 percent in 2 years withoutincreasing staff:: Decreased the average response time forcustomer inquiries by 35+ percent:: Gained complete visibility into allsubmitted issues and resolution activitiespreviously handled via email and phone:: Ensure 24/7 uptime with Salesforce.comPremier Support

We run the breadth of our business on Salesforce CRM andthe Force.com platform.CHALLENGES SOLUTION RESULTS 37:: Create a franchise management systemfor a centralized view of the business:: Replace the Excel spreadsheets and emailthat made it difficult to track and updatemany aspects of the business:: Provide mobile data access to employeesreporting on the 900 Papa Murphy’sstores in 30 states:: Choose an innovative solution that couldbe implemented quickly:: Chose the Force.com platform overCold Fusion for its flexibility, speed ofdeployment, and the ability toscale rapidly:: With salesforce.com partner Centerstance,built a franchise management system onthe Force.com platform in less than3 months:: Web-based forms let field operationsreport on the health of stores inthe system:: Rolled out a mobile application built in 3weeks to 95 percent of remote employeeswho access data via BlackBerry devices:: Better data quality, faster data capture,and elimination of a time-consuming,paper-based process thanks to ease of useand mobile access:: Users can point-and-click to customizewith the Force.com platform and thenprovide those customizations tomobile users:: Custom tabs such as Stores, QualityService Cleanliness, Real EstateConstruction, and Customer SatisfactionIndex make Salesforce CRM relevant tothe pizza businessPapa Murphy’s Take ‘N’ Bake PizzaIndustry:Distribution & RetailProfile:The world’s largest take-and-bakepizza company:: With Salesforce CRM Mobile, ensureinformation is available online or offline:: Use Salesforce CRM Enterprise Edition forsales force automation

Salesforce CRM’s instant and constant visibility into saleshas made us extremely agile and efficient.38CHALLENGES SOLUTION RESULTSPolycomIndustry:CommunicationsProfile:A global telecommunicationsand collaboration company:: Maximize productivity, increase time withcustomers, improve sales forecasting, andreduce administrative time:: Provide sales and business units withinstant access to real-time information onforecasting and opportunities:: Evolve a rudimentary, proprietarysystem into a global, on-demand platformthat synchronizes sales with marketing,accounting, channels, supply chainmanagement, and manufacturing:: Choose a solution that offered fast,self-sufficient implementation withcost-effective benefits:: Deployed Salesforce CRM because ofits rapid implementation, affordability,ease of management, and high-poweredanalytics:: With Salesforce.com Consulting,deployed the solution in 8 weeks in NorthAmerica, which represents 50 percent ofthe company’s worldwide revenue:: Increased sales productivity almost100 percent and grew sales 70+ percentover 3 years because of instant worldwideaccess to data:: Improved sales productivity, operationalefficiency, and cost containment withreal-time visibility into the sales pipeline:: Improved accuracy of sales forecasting towithin 2 percent of projected forecasts:: Reduced approval costs by 75 percentusing a nonstandard discount approvalsystem from the Force.com AppExchange:: Ensure timely responses during thenegotiating process by streamliningspecial-pricing approvals

Salesforce CRM gives us the ability to react quickly to changesdriven by the business and to revise the app in minutes—not daysor weeks—using easy point-and-click capabilities.CHALLENGES SOLUTION RESULTS 39:: Eliminate the time and energy required byan existing on-premise CRM system thatfailed to produce equivalent value:: Choose a replacement solution that couldbe rolled out quickly and would integrateseamlessly with systems and processesacross multiple business groups:: Rolled out Salesforce CRM UnlimitedEdition to 55 initial users in 23 days:: Replaced two large on-premise CRMsystems, extending the deployment to600+ users:: Fuel call center operations with SalesforceCRM Customer Service & Support’scase assignment, escalation, and autoresponseemail capabilities:: Deliver anywhere, anytime accessvia sales reps’ wireless devices withSalesforce CRM Mobile:: Developed a custom self-service portalwith the Force.com API:: Provide dedicated 24/7 support withSalesforce.com Premier Support:: Saved an estimated $100,000 in hardwarecosts needed to upgrade existing,out-of-date on-premise solutions:: Reduced support staff by 60 percent:: Increased user adoption to 80+ percentfrom 30–40 percent:: Ability to track hundreds of additionalcustomer attributes:: Deploy changes in minutes, hours, or dayscompared to the previous 10 to 12 weeksby the on-premise CRM system, with nosystem downtime:: Won the Customer Service ExcellenceAppy award at Dreamforce 2007QualcommIndustry:Hi-Tech HardwareProfile:A leading developer andinnovator of advanced wirelesstechnologies and mobile datasolutions:: Enhanced the solution with Sales KPIDashboard, iLinc, Angel.com, andAdoption Dashboards from theForce.com AppExchange

We’ve had a lot of change at Quantum, including mergers andacquisitions, so Salesforce CRM’s flexibility to quickly adapt tosupport our evolving needs is critical.40CHALLENGES SOLUTION RESULTSQuantumIndustry:Hi-Tech HardwareProfile:The leading global storagecompany specializing in backup,recover, and archive:: Replace an existing client/serverCRM system that had low adoption:: Support a renewed focus on channel salesefforts and processes:: Identify a multilingual solution that couldbe easily deployed to offices in the U.S.,EMEA, and APAC:: Selected Salesforce CRM because ofits on-demand model compared toconventional client/server software:: Deployed Salesforce CRM EnterpriseEdition worldwide in less than 3 months:: Provided data access to 400+ employeesin English, Chinese, and German:: Increased user adoption from 50 percentto 90 percent:: Customizable forecasting delivers visibilityand insight globally:: Improved work output and relationsacross marketing, sales, and channelpartners:: Choose a solution that was customizable,flexible, and could track channelsales results:: Helped executives track pipeline growth,closed and lost pipeline, and trends witheasily generated reports and dashboards:: Easy customization lets the companyadapt the solution as needs evolve andthe business grows:: Extended functionality to otherdepartments and functions withDemandTools, Reference on Demand,and Mass Update Opportunities fromthe Force.com AppExchange:: Future plans include designingapplication user interfaces tailored tosales reps using Visualforce

Salesforce CRM has helped us to quickly build a trulycustomer-led business.r esi dential h ospitality c o mme rcialCHALLENGES SOLUTION RESULTS 41:: Select a CRM solution to support a new“To the Trade” business serving residentialdevelopers, the hospitality industry,commercial developers, architects, andinterior designers:: Replace an Excel-based system and papercustomer files used to manage a trademembership program:: Provide a solution to easily share and trackcustomer information between the tradesales, sales support, and trade customerservice teams and stores:: Create a system to manage customerinformation, provide customer-basedreporting, and communicate to differenttrade customer segments:: Chose Salesforce CRM Enterprise Editionfor its cost-effectiveness, customization,ease of deployment, and ability tosupport additional business processes:: Deployed the solution in less than10 weeks, with limited IT involvement:: Created a custom portal for retailassociates in the U.S. and Canada:: Extended the solution with ExactTargetfrom the Force.com AppExchangeto measure the response and valueof marketing campaigns to differentcustomer segments:: Created the infrastructure the “To theTrade” team needs to aggressively buildits trade business and develop criticalcustomer relationships:: Deployed an integrated retail portal toquickly connect trade customers with theright team, boosting support continuityand increasing conversion rates:: Future plans call for integration with thecompany’s order management systemto further streamline business processesand potential integration withMicrosoft OutlookRestoration HardwareIndustry:Distribution & RetailProfile:A leading purveyor of premiumhome furnishings:: Choose a flexible, cost-effective solutionthat could be easily deployed andmaintained

All the right constituencies are tied into Salesforce CRM,and it has transformed how we run our business.42CHALLENGES SOLUTION RESULTSRyderIndustry:Distribution & RetailProfile:A Fortune 500 provider oftransportation, logistics, andsupply chain managementsolutions worldwide:: Identify new tools to facilitate processinnovation and measurement forcustomer relations in the Supply ChainSolutions division:: Provide access to pipeline informationtrapped inside a standalone MicrosoftAccess database:: Consolidate contract information in acentralized location:: Choose a solution that supports thecompany’s reputation as an IT visionary:: Select a solution with broad CRMfunctionality that could be deployedincrementally across all functional areasworldwide, scale to hundreds of users,and require limited IT support:: Selected Salesforce CRM after consultingwith industry analysts Gartner andForrester and evaluating vendors suchas Siebel and SalesLogix:: Deployed the solution across10 countries, first centralizing globalpipeline management and then addingcontracts to the implementation:: Extended the solution with ClickTools,Strategic Account Management, andServices Manager from the Force.comAppExchange:: Helped support quickly changing adminrequirements with 24x7 Salesforce.comPremier Support:: Improved contract renewals rate withstreamlined renewals management:: Increased lead flow, opportunityresponse, and close rates thanks togreater visibility and increased insight intocustomer history:: Transformed formerly manual processesinto more effective, consistent operations:: Shifted the focus from admin-relatedtasks to higher-value activities withPremier Support

Thanks to Salesforce CRM, we have much greater visibilityinto both our direct and indirect sales channels.CHALLENGES SOLUTION RESULTS 43:: Provide end-to-end pipeline visibilityand an integrated view of direct andindirect channels:: Create a global, customized partner portalto support a worldwide indirect networkof 250+ distribution points in 62 countries:: Choose an easy-to-use solution to drivehigh partner adoption:: Deployed Salesforce CRM SFA andSalesforce CRM Partner Networks globallyto distributors:: Integrated the solution with an Oracle ERPsystem with no IT support:: Created the Segway Partner Portal, asecure Web site that lets channel partnerseffectively manage sales processes:: Customized and implemented thesolution in less than 1 week:: Created high usage and adoption in thepartner community, sharing hundreds ofleads each month:: Provide accurate, consistent visibility ofthe entire sales pipeline and completelead management with partnersSegwayIndustry:Distribution & RetailProfile:Developer and manufacturerof the electric, self-balancingSegway® Personal Transporter:: Select an integrated SFA/PRM solution tosupport the dealers and distributors thathandle 90 percent of the business:: Customized the registration process forgathering customer information:: Use analytics to monitor every aspectof the partner lifecycle, includingrecruitment, marketing, and selling

With the help of the Salesforce CRM customer service solution,we’ve been able to cut our support team in half and still have afaster turnaround time with our customers.44CHALLENGES SOLUTION RESULTSShopping.com, an eBay companyIndustry:Distribution & RetailProfile:Online comparisonshopping pioneer:: Provide a secure, centralized place forclient data:: Let users easily share data currently inExcel spreadsheets on local hard drives:: Deploy a CRM system within 60 daysto avoid data loss during a moveand a merger:: Choose a scalable solution for this rapidlygrowing shopping destination workingwith thousands of stores across the Web:: Select a solution that was easy to use,affordable, could support internationalbusiness units, and could expand toinclude customer service:: Chose Salesforce CRM Unlimited Editionfor its cost-effectiveness, robust customersupport features, and ability to integratewith Web services:: Deployed in just 2 weeks to users in theU.S., Europe, and Israel:: With salesforce.com partner Theikos,deployed email-to-case functionalityto route questions to the correctsupport queue:: Extended the solution with ExactTargetfrom the Force.com AppExchange to trackoutbound email campaigns:: Integration with proprietary applicationsprovides in-depth business intelligence:: Reduced the number of customersupport cases by 30 percent:: Increased employee productivitywhile improving turnaround timethanks to smaller case loads andunified infrastructure:: Provide 360-degree customer views,maintain data integrity, and streamlinemarketing efforts with a centraldata repository:: Future plans call for integration with SAPand a proprietary customer billing system

Salesforce CRM drives a single global place for our channelpartners, channel managers, and direct sales teams to go andcollaborate... and now all that information can be accessed in away that makes it easy to analyze and leverage for growth.CHALLENGES SOLUTION RESULTS 45:: Choose a scalable partner relationshipmanagement (PRM) solution to unifychannel sales efforts worldwide and makeit easier for partners to do business withthe company:: Replace existing in-house tools,databases, spreadsheets, writtendocuments, and forms that don’t tiechannel sales efforts together:: Integrate the PRM solution with SAPfinancial systems:: Create a single, global, collaborative,multilanguage environment that madeit easy to manage the channel partnerprogram and collaborate with partners:: Selected Salesforce CRM Partner Networksto augment the new Salesforce CRMsolution for an integrated, 360-degreeview of the business:: With Salesforce.com Consulting,customized and deployed the Web-basedportal solution to 1,300+ partners in 60+countries worldwide with multilanguagesupport in less than 100 days:: Simultaneously deployed Salesforce CRMto 1,000 internal direct and indirectsales teams:: Extended the solution with apps from theForce.com AppExchange to interface andmanage the channel partner program:: Increased global partner adoptionto almost 80 percent within the first4 months:: Drove more than 30,000 salesopportunities in various stagesof registration:: Insight into channel opportunities helpsgauge capacity, productivity, and partnermindshare to optimize the program forfuture successSiemens PLM SoftwareIndustry:Hi-Tech Software & ServicesProfile:A leading global provider ofproduct lifecycle management(PLM) software and services

We smiled for a month when we first saw the real-timedashboards and reports. They mean we can respond quicklyto issues, make service improvements, and maximize theuse of resources.46CHALLENGES SOLUTION RESULTSSíminnIndustry:CommunicationsProfile:The leading telco providerin Iceland, serving 200,000households and 50,000businesses:: Identify a tool to manage the completecustomer service lifecycle:: Replace disconnected systems andprocesses that made it difficult for agentsto understand customer issues and workwith customers effectively:: Create a seamless customer serviceexperience to retain customers, maximizerevenue per customer, and ensurecustomer satisfaction:: Introduce more efficient processes forhandling 20,000 customer calls per week:: Selected salesforce.com as the vendor ofchoice over Microsoft, RightNow, and SAP:: Deployed Salesforce CRM CustomerService & Support to 490 customerservice agents:: Extended the solution with 10applications from the Force.comAppExchange, including StrategicAccount Planning, Recruiting, ClicktoolsProject and Issue Management, andPrint Anything:: Eliminated lost or hidden cases by filingall customer issues including completedcases, which were never filed before:: Provide at-a-glance information aboutagent performance, customer issues, andmore in call center dashboards:: Let agents see how long a caller hasbeen a customer, spending patterns, andservices used with real-time analytics:: Plans call for extending the solution tothe sales department:: Chose a solution that could be deployedquickly with minimal risk, cost, andIT resources

Salesforce CRM has provided so many benefits—includingautomating manual processes and eliminating duplication ofefforts—that have made us more agile and more efficient.CHALLENGES SOLUTION RESULTS 47:: Choose a centralized CRM application:: Replace disparate applications such asExcel and ACT! used to access and collectcustomer information:: Provide accurate, comprehensive datato create a long-term view of the salespipeline and forecast sales:: Avoid the upfront costs andimplementation burden of an in-house,on-premise software rollout:: Selected Salesforce CRM EnterpriseEdition for its scalability and functionalityover Relationals:: Swapped out ACT! and other applicationsin just a few weeks with help fromSalesforce.com Consulting:: Boosted user adoption with training fromSalesforce.com Training & Certification:: Implemented custom tabs to reflectactual sales processes:: Real-time reports and dashboardsencourage users to forecast revenuesmore regularly:: Achieved payback in less than 2 months:: Project a 570 percent ROI in thefirst 3 years:: Increased sales due to improvedpipeline visibility and faster, easieraccess to vital information:: Dramatically reduced data analysistimeframes thanks to centralizedinformation and reporting:: Improved short- and long-termforecasting with timely, accurate data:: Automated manual processes, shiftingthe focus to maximizing opportunitiesSmartMoneyIndustry:MediaProfile:A Hearst Corporation andDow Jones & Company mediaorganization

Our sustained business success in the face of tremendous growthis a testament to Salesforce CRM’s effectiveness.48CHALLENGES SOLUTION RESULTSSunEdisonIndustry:Energy & ChemicalsProfile:North America’s leading solarenergy service provider:: Manage an influx of client activity in thewake of exponential business growth:: Replace a homegrown system unableto support the enormous amount ofaccount and opportunity data:: Choose a feature-rich solution that couldbe implemented easily and producereports on-the-fly:: Chose Salesforce CRM Professional Editionwith Microsoft Outlook integration overSiebel OnDemand:: Deployed the solution to 30 usersin 3 months:: Customizations include a Contracts tab,which records renewable energy creditsaccrued by the sale of solar power:: Expanded from a system that manageda few hundred opportunities to one thatmanages 8,000:: Users can drill down into data, instantlyrun useful analyses, and create reportsin minutes as opposed to hours:: Information is graphically represented toimprove sales effectiveness:: Ensure ease of customization to matchthe needs of a unique energy business:: If a system goes down, the service groupcan create tickets that send email alertsto service people:: Complete visibility and control overaccount and opportunity data supportthe company’s continued success

With Salesforce CRM, we deliver service and support fasterand with greater accuracy. It helps us ramp up staff more rapidlyto improve team sales.CHALLENGES SOLUTION RESULTS 49:: Provide personalized, localized service toclients while improving the productivityof relationship managers:: Generate new revenue streams andmaximize cross-selling opportunitiesamong five lines of business:: Get a consistent, comprehensive viewof client data:: Choose a CRM solution that complementsthe company’s sales methodology, notsupported by existing tools:: Meet corporate security, performance,and reliability requirements:: Identify a system that could be deployedquickly to ensure differentiation in thecompetitive banking industry:: Deployed Salesforce CRM SFA to2,700 users:: With Salesforce.com Consulting,integrated with a proprietary datawarehouse that serves as an integrationhub for other systems:: Customized the solution to supportthe sales methodology used byrelationship managers:: Delivered the project on time and$175,000 under budget:: Realized significant ROI after 2 years: a67 percent increase in capital marketfees, a 29 percent increase in treasuryfees, a 31 percent increase in wealthmanagement referrals, and a 5 percentincrease in loan referrals:: Achieved the highest lead relationships inthe industry:: Improved employee productivity,resulted in thousands of additionalsales opportunities that yielded millionsin revenue:: Reduced ramp-up time for newrelationship managers from monthsto daysSunTrust BanksIndustry:Financial ServicesProfile:One of the largest banksin the United States:: Decreased the time relationshipmanagers spent preparing for salesmeetings by more than 50 percent

We successfully used Salesforce CRM as the platform to mergetwo very large companies’ sales operations, rolling out to 3,900 usersin only 3 months.50CHALLENGES SOLUTION RESULTSSymantecIndustry:Hi-Tech Software & ServicesProfile:The world leader in providingsolutions to help customersassure the security, availability,and integrity of their information:: Rethink the existing CRM strategy in lightof a merger with Veritas Software:: Create a common CRM platform for thenew combined sales organization:: Selected Salesforce CRM for its scalability,agility, ease of configuration, andon-demand architecture:: Superior productivity in head-to-headcomparisons convinced the sales repsto support the decision:: Deployed the solution to 3,900employees worldwide in less than4 months and simultaneously assimilatedVeritas operations:: Achieved adoption targets within4 months and exceeding expectations:: Increased the size and accuracy of thesales pipeline:: Access to salesforce.com’s product roadmap helps the company effectivelyplan and execute its sales strategy:: With Salesforce.com Consulting, keptthe implementation on time, on track,and under budget:: Internal teams partnered withSalesforce.com Consulting to learnbest practices

Salesforce CRM has made a huge difference in our abilityto increase development and sales opportunities. It’s a resourcewe turn to 100 times a day.CHALLENGES SOLUTION RESULTS 51:: Identify a CRM system to managefranchises and ramp up development andsales opportunities:: Replace the Excel spreadsheets used tomanage and track leads and a MicrosoftAccess database that housed agreementsand franchisee data:: Choose a solution easily accessibleby remote workers frustrated by aVPN-based system:: Ensure customization capabilitiessupported the unique nature ofthe business:: Selected Salesforce CRM EnterpriseEdition with Microsoft Outlook integrationover a proprietary CRM solution:: With salesforce.com partner Reside,customized and deployed the solution inless than 6 months:: Extended the solution’s functionality intoFranchiseforce with custom tabs:— Häagen-Dazs University, a trainingcomponent to track which franchiseeshave attended training— Defaults, which tracks which shopsfailed inspections— Openings, to follow the opening processfor new construction— Real Estate Leads, to match new franchiseowners with a potential shop location:: Gained 15 additional leads per monthwith Salesforce CRM for Google AdWords:: Ensured franchise information is easilyaccessible regardless of an employee’slocation with the solution’s on-demandarchitecture:: Provided greater insight into franchiseactivity via dashboards and reporting:: Future plans call for using casefunctionality to track franchises thatfail inspectionThe Häagen-DazsShoppe CompanyIndustry:Distribution & RetailProfile:The franchisor of Häagen-DazsIce Cream Shops

We have a lot of direct mail and other lead generation activities.Previously we had no visibility into which ones worked andwhich didn’t. This kind of information is invaluable and will onlyhelp us extend our business success into the future.52CHALLENGES SOLUTION RESULTSThe HoneyBaked Ham Companyof GeorgiaIndustry:Distribution & RetailProfile:A purveyor of high-quality ham:: Choose a robust, yet simple CRM solutionto effectively manage the business giftingand catering sales channels:: Ensure the solution could scale betterthanACT! and Microsoft Excel:: Provide visibility into sales activitiesand gauge the effectiveness ofmarketing efforts:: Select a solution that wouldn’t intimidatenon-technical users and that requiredminimal infrastructure and maintenance:: After considering developing an in-housesystem, selected Salesforce CRM becauseit was easy to implement and use, withrobust functionality out of the box:: Deployed Salesforce CRM ProfessionalEdition to 130 users companywide:: Extended the solution with OpportunityPop-Up Calculator, Adoption Dashboards,and Account Weather Information fromthe Force.com AppExchange:: Integration with an order POS andmanagement system on the front endlets users update opportunities andaccounts within Salesforce CRM:: Increased pipeline visibility letsmanagement monitor performance,accurately forecast, and plan for success:: New visibility into 100 different leadsources lets managers shift marketingand lead-generation efforts in the mostprofitable direction:: Rapid user adoption improvedproductivity:: Ability to continuously update andaugment the solution as the businessgrows using the Force.com platform

Salesforce.com has allowed us to build our own CRM inkeeping with our vision of supporting the goals of highereducation—and changed the way we do business in the process.It’s been extremely easy to use, integrate, and create custom tabs.Salesforce CRM lives up to its promises.CHALLENGES SOLUTION RESULTS 53:: Manage the sales component of thesuccessful Journal-in-Education programmore effectively:: Choose a customizable CRM solution thatcould easily adapt to unique processesand academic structure:: Replace rudimentary spreadsheets thatcouldn’t manage the sales pipeline:: Select a system that could integratewith Microsoft Outlook and an onlinefulfillment system:: Chose Salesforce CRM with MicrosoftOutlook integration:: Without IT, created custom tabs tomanage institutional sales contractsand customized fields to align withbusiness processes:: Custom objects provide an intuitive wayto manage data for vending machines,rack displays, and multi-addresses forwholesale drops:: Surveying internal users helps generateideas for changes that add value tothe solution:: Helps sales reps develop and maintainstrong relationships with universitiesand professors:: Provides clear insight into thesales pipeline, nationwide activities,and successes:: Provides a consistent “face” for thenewspaper across institutions andgeographies:: A centralized information repositoryensures a seamless transition when arep leaves the companyThe Wall Street JournalIndustry:MediaProfile:The world’s leading businesspublication

Salesforce CRM is the tool we use to see exactly where we’reheading—whether it’s good or bad—and whether we needto take action.54CHALLENGES SOLUTION RESULTSTime Warner Cable Business ClassIndustry:CommunicationsProfile:The business-to-business arm ofTime Warner Cable:: Provide tools to analyze criticalbusiness data:: Provide more accurate forecastingand a better understanding of therevenue stream:: Gain better and quicker insight intopotential issues for more proactiveproblem resolution:: Provide better tracking of daily salesand business activities:: Selected Salesforce CRM for its analytics,sales, and customer service capabilities:: Dashboards give an overview of keyanalytics in one spot:: Alerts and drill-down capabilities providevaluable and timely insight:: Used the Force.com platform to create aWeb log for sales team communications:: Increased accountability for sales reps:: Increased productivity by 5–10 percentin the first year; expecting a 20 percentincrease by the end of the second year:: Realized significant time savings forstandard business activities; for example,reduced survey completion from 7 daysto 2 days and reduced construction from21 days to 14.5 days

Toyota Motor Europe’s strategy is to provide a superior-qualitypurchase experience, and we believe the Salesforce CRM solutionis ideally suited to help us achieve that goal.CHALLENGES SOLUTION RESULTS 55:: Integrate back-office systems andexternal sources of information onvehicle data:: Provide a superior-quality purchasingexperience:: Chose Salesforce CRM for its ability tointegrate with back-office systems andexternal sources of vehicle data:: Deployed the solution to target, acquire,and manage day-to-day relationshipswith multinational fleet customers:: The Force.com platform offered theflexibility to integrate with any enterpriseapplication or system quickly, easily, andmore cost-effectively:: Deployed a fully integrated Europeansales environment in less than 3 months:: Customized the system to meet thecompany’s unique needs, automatingmany day-to-day processes:: Substantial improvement in customerresponsiveness due to automation thatlets European sales territories worktogether more efficiently:: Provided an enhanced purchaseexperience thanks to the solution’son-demand architectureToyota Motor EuropeIndustry:ManufacturingProfile:The world’s second-largestvehicle manufacturer

Salesforce CRM is a solution that stretches across our entireorganization—streamlining everything in its wake. To be honest,we wouldn’t be able to run our business without it.56CHALLENGES SOLUTION RESULTSVoices.comIndustry:MediaProfile:The world’s largest onlinemarketplace for voice talent:: Select an effective CRM solution tomanage a rapidly growing business:: Effectively handle the customermanagement processes allocated first toMicrosoft Entourage and then to NetSuite:: Eliminate NetSuite usability issues suchas shifting tabs and drop-downs plusdifficult navigation:: Identify an easy-to-use, Web-based CRMreplacement that could deliver whenever,wherever access and provide an end-toendview of the business:: Implemented Salesforce CRM ProfessionalEdition with Microsoft Outlook integrationand Salesforce CRM for Google AdWordsin 1 week:: Extended the solution withVerticalResponse, an email marketingapp, plus reports and dashboards forsales, service, and marketing from theForce.com AppExchange:: Created a custom “Jobs” app with theForce.com platform that lets radio stationadvertisers post jobs directly to theWeb site:: Achieved a 62 percent increase ingross sales:: Increased new leads by 215 percentover 3 months:: Realized an ROI on marketing campaignsas high as 1,189 percent:: 100 percent user adoption resultsin cleaner customer data and morestreamlined business practices:: Augments the company’s supportresources with auto-response emails anda searchable, self-service knowledge baseof more than 500 solutions:: Future plans to integrate QuickBooks—via eBridge—will let the companysynchronize financial data and createinvoices from within Salesforce CRM

Index: CustomersCustomer PG Sales Marketing Service Customer PG Sales Marketing Service24 Hour Fitness 4 AlliedBarton Security Services 5 Alltel 6 AMD 7 American Medical Response 8 Aon 9 ASCAP 10 Ashland 11 Borland 12 Bronx Lab School 13 Cars.com 14 Chase Paymentech Solutions 15 Cisco 16 Cognos 17 Corporate Express 18 Cray, Inc. 19 Dell 20 Dimension Data 21 Dreambuilder Investments 22 E*TRADE FINANCIAL 23 F5 Networks 24 Fujitsu Network Communications 25 Google Enterprise 26 Harris Interactive 27 Informa 28 Kaiser Permanente 29 Karl Strauss Brewing Company 30 Konica Minolta 31 Misys Banking Systems 32 Motorola 33 NJ TRANSIT 34 Papa Murphy’s Take ‘N’ Bake Pizza 35 Polycom 36 Qualcomm 37 Quantum 38 Restoration Hardware 39Ryder 40 Segway 41 Shopping.com, an eBay company 42Siemens PLM Software 43 Síminn 44SmartMoney 45 SunEdison 46 SunTrust Banks 47 Symantec 48 The Häagen-Dazs Shoppe Company 49 The HoneyBaked Ham Company of Georgia 50The Wall Street Journal 51 Time Warner Cable Business Class 52 Toyota Motor Europe 53 Voices.com 54

Index: IndustryIndustryCustomerPGBusiness Services AlliedBarton Security Services 5Harris Interactive 27Communications Alltel 6Fujitsu Network Communications 25Polycom 36Síminn 44Time Warner Cable Business Class 52Distribution & Retail Corporate Express 18Karl Strauss Brewing Company 30Papa Murphy’s Take ‘N’ Bake Pizza 35Restoration Hardware 39Ryder 40Segway 41Shopping.com, an eBay company 42The Häagen-Dazs Shoppe Company 49The HoneyBaked Ham Co. of Georgia 50Energy and Chemicals Ashland 11SunEdison 46Financial Services Chase Paymentech Solutions 15Dreambuilder Investments 22E*TRADE FINANCIAL 23Misys Banking Systems 32SunTrust Banks 47Healthcare 24 Hour Fitness 4Kaiser Permanente 29IndustryCustomerPGHi-Tech Hardware AMD 7Cisco 16Cray, Inc. 19Dell 20F5 Networks 24Motorola 33Qualcomm 37Quantum 38Hi-Tech Software & Services Borland 12Cognos 17Dimension Data 21Konica Minolta 31Siemens PLM Software 43Symantec 48Insurance Aon 9Manufacturing Toyota Motor Europe 53Media ASCAP 10Cars.com 14Google Enterprise 26Informa 28SmartMoney 45The Wall Street Journal 51Voices.com 54Nonprofit, Ed., & Public Sector Bronx Lab School 13NJ TRANSIT 34Travel and Transportation American Medical Response 8