for
Agenda
 Welcome and Introductions
 What’s in it for You?
 Solution Demonstration
 Customer Success Program Overview
 Closing Comments: Why We Feel Gallagher Benefit
Services Should Choose Salesforce.com
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may
contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such
uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc.
could differ materially from the results expressed or implied by the forward-looking statements we make. All
statements other than statements of historical fact could be deemed forward-looking, including any
projections of 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, 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 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, and utilization and selling to larger enterprise
customers. Further information on potential factors that could affect the financial results of salesforce.com,
inc. is included in our annual report on Form 10-Q filed on January 31, 2008 and in other filings with the
Securities and Exchange Commission. These documents 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 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.
What’s in it for You?
What’s in it for You – Executive Management
 Increase organic growth through the identification of
cross-sell & up-sell opportunities
 Maximize the return on each of your acquisition
investments through enhancements in sales
productivity
 Improve margin through reductions in cost of sales
What’s in it for You – Regional/Branch Management
 Drive sales productivity through the elimination of a
manual, spreadsheet-based forecasting process, and
through cross-business unit/region/branch visibility and
collaboration
 Identify opportunities for coaching through user-defined
activity dashboards
 Leverage the use of Salesforce.com as a way to attract
“A” Players, and as a way to on-board Producers more
quickly
What’s in it for You – Producers
 One place to house your key client and prospect data;
real-time accessibility; spend more time selling and less
time on “Administrivia” through lightning-fast response
times
 Easy to access (Web; Offline; Blackberry), use (just like
Amazon, eBay or Google), integrate (Lotus Notes for
calendar; Hoovers), and tailor to your particular book of
business (for example, you can easily create reports
and dashboards)
 Increase your W2 by increasing your win rate through a
strategic approach to your deals
What’s in it for You – IT
 A stable, reliable, and scalable solution with no
infrastructure to maintain, with “While You Sleep”
upgrades
 Rapid time to value – Gartner: “Salesforce.com is
implemented with fewer resources in about half the time
it takes to implement other systems”
 A low and predictable TCO makes it a lot easier to stay
within budget
Salesforce.com’s Mission:
Innovation Driver, Catalyst & Evangelist
Mainframe
Client/Server
Mid 20th
Century Platforms
Late 20th
Century Platforms
Software as a
Service
21st
Century Platforms
The SaaS Model: Multi-Tenant, Subscriptions
Subscription
Multi-Tenancy
Faster Vendor Innovation
Economies of Scale
Scalability
Automatic Upgrades
The World’s #1 Relationship Management Solution
Continuous Innovation – 25 Major Releases in 8 Years
Spring ‘08:
Now Available!
All Customizations and Integrations
Upgraded Automatically
Broad Industry Recognition for Innovation
Top Ten Disruptors
of 2006
Top 100 Innovative
Companies
2007 Forrester
Groundswell Award
Leader &
Visionary
PC Magazine
Editor’s Choice: UE
Technology of
the Year
#12 Top 50 Agenda
Setters of 2007
2007 Securities
Technology Leader
CRM
Leader &
Visionary
2007
Product of
the Year
Top 10 Entrepreneurs
& Cool Company
Market Leader
Enterprise CRM
Best CRM &
On-Demand Platform
1/1/1 Model for Strategic Corporate Philanthropy
1% Time
1% Equity
1% Product
• 70,000 hours community service
• 3,000 non-profit organizations
• Over $12 million grants
Corporate Citizen of
the Year
Award
#7 Top 100 Best
Corporate
Citizens
Committee
Encouraging Corporate
Philanthropy
Business Ethics
Magazine
Excellence in
Giving
Award for Using IT
to Benefit Society
2007 World’s Most
Ethical Companies
Codie Awards
Computerworld
Ethisphere
Strong Growth in New Customers
41,000+ Paying Customers
1,100,000+ Paying Subscribers
January 31, 2008
2001
2002
2003
2004
2005
2006
2007
Fiscal Year
Based on publicly available customer and subscriber numbers. Bars represent fiscal quarters.
2008
The Enterprise Standard for CRM
~65,000
~40,000
~30,000
~30,000
~25,000
~21,000
~ 12,000
~9,000
~5,800
~5,000
~4,000
~4,000
~3,200
~3,000
~2,600
Number of Subscribers
Customer Success in Insurance
AON Achieves 360 Degree Global Visibility
“
With just a few easy
customizations, Salesforce is now
specifically designed to fit our
structure and substantially increase
cross-departmental visibility on
customer needs. There is no other
solution on the market that offered
the speed and flexibility an
organization of our scope and size
requires.
”
-- Chief Information Officer,
AON Insurance
Challenges
• Growth through
acquisition of 400
companies and 30
different selling systems
• Lacked coordination and
alignment for successful
client acquisition and
penetration
• Poor data for effective
resource allocation
decisions
Results
• One global Salesforce.com
implementation across of sales,
marketing, and support users in
120 countries
• Cross-Business Unit visibility
with consistent account
information
• Better pipeline forecast for
resource allocation and
communication with Financial
Markets
• A substantial increase in “warm
leads” for salespeople
• IT freed to focus on cost
reduction; sales and marketing
freed to drive business
• Return on marketing spend from
6% to 50%
Sales Force Automation Demonstration
Customer Success Program Overview
Why Offer a Customer Success Program?
Unlike the traditional software model…
 For you – a subscription-based model means:
– Pay as you go / buy only what you need
– Commit for only a certain amount of time
 For us – a subscription-based model means:
– We need to ensure you are successful immediately
– Or else you’ll leave at the end of your subscription
 The Customer Success Program addresses:
– Post-sale priorities, needs and requirements
– Focuses on adoption and defining business value
Success is available to ALL customers just like Basic Technical Support
Engagement levels will vary based upon current needs
Why Engage in the Customer Success Program?
Consider these questions during your 1st contract year
 What has been accomplished by using salesforce.com?
 Can we prove it if asked?
 Has the application been kept up-to-date with our changing
business objectives?
 Do we have a defined process to implement change?
 Do we utilize/ know about all features/ functionality salesforce.com
offers?
 Is our adoption of the application “healthy”?
 Do we have the skills to take the app to the next level?
What is the Customer Success Program?
Offers tools, resources and a structured methodology
 Assess adoption
 Interpret CRM priorities
 Define business objectives
 Design metrics to prove objectives
 Share best practices
 Map requirements to Salesforce product roadmap
Customer Success Resources
Success tools at your fingertips!
 Successforce.com – Best
 AppExchange.com
 User Groups
Practices Website
 Guides
 Success Tours
 Free Daily Webinars
 Dreamforce
 Community
 Premier and Basic Support
 Blogs
 Professional Services
 IdeaExchange
 Education Services
Not sure what you are looking for?
No time to explore?
Curious what other customers are doing?
Need immediate help?
Closing Comments:
Why We Feel Gallagher Benefit Services
Should Choose salesforce.com
Executives are Achieving These Business
Objectives with Salesforce.com…..
What business objectives lead you to evaluate a
CRM solution?
Improve sales pipeline visibility
Improve customer data quality and data mgt.
Increase sales revenue
Improve customer service/support
Acquire new customers
Increase marketing campaign effectiveness
Increase customer retention
Increase customer satisfaction
Reduce sales, service, marketing costs
Enhance cross-sell and up-sell opportunities
% of
Respondents
73%
73%
55%
52%
48%
45%
40%
38%
37%
35%
Has the SFDC service
helped you achieve any
of these objectives
89% say yes
90% say yes
70% say yes
87% say yes
77% say yes
71% say yes
71% say yes
78% say yes
78% say yes
71% say yes
= Revenue Enhancement
= Customer Loyalty & Satisfaction
Source: Salesforce.com Customer Relationship Survey July ’07 and Feb. ‘08 conducted by independent third-party CustomerSat Inc. Sample size for business
objectives leading to evaluate a CRM solution equals 1192 Business Executives/Sponsors from all size companies worldwide, randomly selected. Sample size
for sales pipeline visibility = 850, data quality = 848, sales revs. = 616, service/support = 603, new customers = 541, mkt campaigns = 502, retention = 434,
satisfaction = 418, cost reduction = 428, and up sell/cross sell = 394.
…..And are Realizing Significant Results
53% Increase in lead volume
43% Increase in sales productivity
41% Increase in sales revenues
29% Increase in customer retention
29% Increase in customer satisfaction
29% Increase in profit margin
26% Decrease in service/support costs
25% Increase in win rate
Source: Salesforce.com Customer Relationship Survey conducted Feb. 2008, by an independent third-party CustomerSat Inc. Survey respondents were
business executives/project sponsors and system administrators from all size companies worldwide, randomly selected. Sample size for lead vol. = 110;
sales productivity = 157, sales revs. = 115, retention = 88, satisfaction = 105, service costs = 91, win rate = 111, and profit margin = 69.
The Average Salesforce Customer . . . . .
 Implements in <50 days
 Achieves an ROI of 49% in 10 months
 Spends <28 hours a month on System
Admin.
Source Salesforce.com Customer Relationship Survey conducted July ’07 and Feb. 2008, by an independent third-party CustomerSat Inc. Sample size for
time to achieve ROI = 239, time to implement = 730, ROI achieved = 121, and hours per month spent on admin.= 1267. Respondents were business
executives/project sponsors and system administrators from all size companies worldwide, randomly selected.
Incredible Loyalty and Recommendation Rates
 94% Will Continue to Use
 94% Would Recommend to Others
 74% Have Already Recommended
Source: Salesforce.com Relationship survey conducted in July 2007 and Feb. 2008, by an independent supplier CustomerSat, Inc. Sample size for continue to
use = 4147, recommend to others = 4140, and already recommended = 4150, WW respondents, randomly selected. Success Rate reflects respondents
indicating “Definitely will” or “Probably will” continue to use salesforce.com. “Would recommend to a Colleague” reflects respondents indicating “Definitely will”
or “Probably will.”
Why Gallagher Benefit Services Should Choose Salesforce.com
1. We will help make your jobs easier:






Easy to use
Easy to access
Easy to customize
Easy to administer
Easy to implement
Easy to support
2. We have a proven track record of making companies – and individuals –
successful:





#1 CRM provider – 41,000 customers; 1,100,000 subscribers
Deep experience in Insurance
Low TCO; high ROI; higher W2
94% of our customers will continue to use us; 94% would recommend us to others
Customer Success Program
Thank You!