Success Services Cloud Journey

1. Mukesh Kumar
Partner Enablement – Customer Success
Premier Success
First Call Pitch Deck

2. Forward-Looking Statements
​ 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.

3. Have You Considered…
To Get the Most out of Salesforce
How you will successfully implement and adopt a new
CRM system?
Where you will go for questions or advice on best
practices with Salesforce?
What IT or technical resources will be allocated to
implementing and maintaining Salesforce?

4. Premier Success Plans
​ Help You Get the Most Out of Salesforce

5. Premier Success Plans
​ The Right Combination of Resources, Training and Support

6. Success Resources
Access to Salesforce Experts & Programs

7. Get 1:1 Expert Guidance
One on one consultation
Best practices guidance
Value based deliverables
& outcomes
Accelerators provide…
Premier Accelerators
Across all clouds…
“This Accelerator program has given
me a jumpstart and put me in a great
position to be successful building our
Customer Community in a live
environment.”
John Chase, Marketing Manager
Altisource Solutions

8. Sales Cloud Service Cloud Marketing Cloud
Analytics Cloud
Community
Cloud
Platform and
Apps
Reduce Business Costs Increase Revenue
Minimize Operating Cost Gain Business Insights
Achieve Faster ROI
Deliver customer-defined
business outcomes
Focused on a
unique and
specific need
Proven best
practices delivered
by Specialists
Provides a set
of value-based
deliverables
Accelerators
​ Targeted engagements that deliver the results your business demands

9. Premier Apps
Access Exclusive Apps to Drive Productivity
Exclusive apps developed,
maintained and supported 24x7
by Salesforce
Included for all Premier
customers; available in
Lightning and Classic

10. Premier Apps
Get in front of potential issues.
iPhone app with real-time
tracking of 28 technical limits in
your Salesforce org.
Limits Monitor
Supported and Maintained by Premier
Improve performance and
usability through field object
usage analysis with record
type and meta usage location
Field Footprint
Supported and Maintained by Premier
Quickly locate important
Premier services through an
interactive Premier Getting
Started guide for customers
Premier Primer
Supported and Maintained by Premier
Improve standard feature
usage through analysis of
current usage and planning of
future deployments
Standard Feature
Manager
Supported and Maintained by Premier
Easily capture current and
historical release features that
matter and export to easily
evaluate and communicate
Standard Feature
Finder
Supported and Maintained by Premier

11. Connect with Salesforce Experts In Person or Virtually
Success Resources
Get best practice
guidance, adoption &
release readiness
strategies
Success Programs
Interactive Events
Work with Salesforce
experts in Premier
Expert Hours & Circles
of Success
Communities
Connect with Salesforce
experts and millions of
Salesforce customers in
Premier Central

12. Enhanced Training
Access to learning tools for all roles

13. Build Salesforce Expertise & Drive Adoption
Premier Training for Users, Admins & Developers
Certification Prep Courses
Role Based Interactive Courses
Customizable Training Templates
100+ Online Courses
salary premium with
Salesforce Certification
$20K
Tami Lau
CRM Developer

14. Enhanced Support
Access Salesforce experts & resources

15. Fast Access to Salesforce Experts
​ Premier 24x7 Omni-Channel Support
Phone
Support Chat
Case
Submission
“Submitting a case and waiting 9-12 weeks
for basic configuration changes wasn’t an
option. With Premier Support, we can update
our system on the fly”
Christine Comer, Colorado Department of Healthcare
Priority Access to Tier 2 Agents
Global Support in 11 Languages
Response Times starting @1hr

16. Build Custom Apps Faster
Apex, Visualforce and Force.com
API best practices
Error troubleshooting for up to
200 lines of code
Performance Analysis
Premier Developer Support
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“Premier+ and the Developer Support team saved
me 10 hours just yesterday. Even in research and
development, they save us weeks worth of work.”
Alex Correa, Shutterstock

17. Premier+ Configuration Services
Extend Your Team’s Capacity
Offload Your Repetitive Tasks:
Manage users, roles and profiles
Create reports and dashboards
Automate business process and
workflows
1. Choose from over 100 configuration tasks
2. Provide your specific Salesforce requirements
3. Our experts will make changes to your
Salesforce instance (workflows, automation,
dashboards, and reports)
“Premier+ Success helps me push the envelope
on the functionality for our business. It’s like
having another administrator and developer in-
house.”
— Chris Kellie, Key Technology

18. Our Most Successful Salesforce Customers Use Premier
​ Reported % increase over Standard Success Plan customers
ROI based on customer survey conducted by independent third-party Market Tools. All other metrics based on Premier customer metadata.

19. Thank Y u

20. Leading provider of digital imagery to
businesses, marketing agencies, and
media organizations around the world
Premier+ helps with system
administration and development
RESULTS
• Save 20% of time weekly on reporting
requests
• Support Salesforce end-users with a
staff of one
“Premier+ and the Developer Support
team saved me 10 hours just yesterday.
Even in research and development, they
save us weeks’ worth of work.”
— Alex Correa, Shutterstock
Premier+ Success
Shutterstock Achieves 20% Time Savings

21. Leading provider of automated sorting,
inspection, and conveying technologies
Premier+ helps with administration and
development of complex applications
RESULTS
• Achieves 50% faster development
with Developer Support
• Saves thousands annually by
customizing Sales Cloud in-house
versus hiring outside resources
“Premier+ Success helps me push the
envelope on the functionality for our
business. It’s like having another
administrator and developer in-
house.”
— Chris Kellie, Key Technology
Premier+ Success
Key Technology Achieves 50% Faster Development

22. Appendix

23. Comprehensive Online Training For All Roles

24. We Give You Salesforce
Training Content
You Customize It
To Meet Your Needs
Customize Training To Match Your Configuration

25. Certification Paths
Administrator Track
Manage and
Configure Salesforce
Prerequisite:
Salesforce.com
Certified Administrator
Implementation
Track
Design Sales &
Service Cloud Solutions
Developer Track
Develop Custom
Force.com Apps
Architect Track
Architect a Complete
Force.com Solution
Prerequisite:
Salesforce.com
Certified Administrator
Prerequisite:
Salesforce.com Certified
Force.com Developer
Prerequisite:
Salesforce.com Certified
Force.com Developer