dreamforce conference guide - 2009

Welcome to Dreamforceour 7th annual user and developer conference.

It’s time to dream big again. It’s time to get closer to your customers than you ever thought possible. It’s time for your employees, partners, and customers to join the conversation and keep your business humming at the speed of the Web. It’s time for Dreamforce.

If there’s one lesson the last year has taught us, it’s that the high costs, high risk, and elusive returns of software just don’t make sense anymore. Salesforce.com and cloud computing have the answers that are right for your business today. And for the years ahead.

In the next few days, you’ll learn more about all our clouds and how they can help you manage your business: the Sales Cloud, the Service Cloud, and the Custom Cloud. Every year, you astonish us with your success stories, and our 300+ customer speakers are the real stars of this show. We hope you’ll take advantage of hearing as many of them as you can.

And, of course, because this is Dreamforce, we promise more than a few surprises that are guaranteed to inspire new ways to put cloud computing to work for your business.

But perhaps the greatest source of inspiration comes from your fellow customers—whether it’s in a breakout session or a casual conversation over coffee at the Cloud Café. Here’s to your continued success in the cloud.

As always, I invite you to join the conversation with us at the show or any time via email at [email protected].

Aloha,

Aloha,

Marc BenioffChairman & CEOsalesforce.com

2

Learn

The Cloud-Computing Event of the Year

My goals for DreamforceMust-attend sessions

Questions for the Experts

Winter '10 demos to experienceSales CloudService CloudCustom Cloud

Companies to seein the Cloud Expo

Cloud apps to check out

Goals for my 1:1 Success Clinic

3 ways to networkBirds-of-a-Feather lunchesEvening receptionsJoin a local user group

Can't leave without…Attending a hands-on workshopExploring the Salesforce.com CampgroundGetting my picture taken

3 big wins: things I can do

right away back at the o�ce

My Dreamforce Success Plan

Salesforce.com Campgroundcture taken

Complete the online Dreamforce Survey and help shape next year’s conference!Be eligible to win one of 42 Apple iPod nanos to be given away at Dreamforce.See the conference desk for details.

My goals for DreamforceMust-attend sessions

Questions for the Experts

Winter '10 demos to experienceSales CloudService CloudCustom Cloud

Companies to seein the Cloud Expo

Cloud apps to check out

Goals for my 1:1 Success Clinic

3 ways to networkBirds-of-a-Feather lunchesEvening receptionsJoin a local user group

Can't leave without…Attending a hands-on workshopExploring the Salesforce.com CampgroundGetting my picture taken

3 big wins: things I can do

right away back at the o�ce

My Dreamforce Success Plan

Salesforce.com Campgroundcture taken

Complete the online Dreamforce Survey and help shape next year’s conference!Be eligible to win one of 42 Apple iPod nanos to be given away at Dreamforce.See the conference desk for details.

Table of Contents

Welcome to Dreamforce ....... 1Table of Contents .............................................3

Agenda at a Glance .........................................4

Daily Highlights—Wednesday .......................8

Daily Highlights—Thursday ........................ 10

Daily Highlights—Friday ............................. 12

Learn ................................... 13Keynotes ........................................................ 14

Learn: Tracks & Sessions .............................. 18Sales....................................................................................19Service ...............................................................................26Marketing .........................................................................32Administrators ................................................................38Large Enterprises ...........................................................44Channels ...........................................................................47Executive Insight ............................................................49Small Business ................................................................51Admin to AppBuilder ...................................................53Beginning Developers .................................................54Advanced Developers ..................................................57IT Executives ....................................................................59Backstage Pass ................................................................63Partner Success ..............................................................64Financial Services ..........................................................66Healthcare & Life Sciences..........................................68Media & Communications ..........................................69High Tech ..........................................................................70Professional Services ....................................................71Manufacturing & Retail ................................................71Nonprofits, Public Sector & Education ...................73

Learn: Force.com Zone ................................. 77

Learn: Hands-On Training ........................... 78

Learn: Salesforce.com Certification ........... 79

Learn: Partner Success ................................. 80

Explore ............................... 83Explore: Salesforce.com Campground ...... 84

Explore: Take Your Cloud Mobile ................ 86

Explore: Cloud Expo Sponsors .................... 88Strategic Cloud Sponsors ...........................................88Platinum Sponsors ........................................................88Gold Sponsors.................................................................90Silver Sponsors ...............................................................96Bronze Sponsors ......................................................... 101Industry Solutions ...................................................... 103Exhibitors ....................................................................... 104

Connect............................. 107Connect: Special Events..............................108

Connect: Salesforce.com Foundation .......112

Earthforce Initiative at Dreamforce ..........114

Experience ........................ 119General Information....................................119

Moscone Center Maps ................................122

3

7:00 a.m 8:00 a.m. 9:00 a.m. 10:00 a.m. 11:00 a.m. noon 1:00 p.m. 2:00 p.m.

Tues

day,

Nov

embe

r 17

Re

gist

ratio

n 7:

00 a

.m. –

8:0

0 p.

m.

Foundation Event9:00 a.m. – 4:00 p.m.

Paid Hands-On Training8:00 a.m. – 5:00 p.m.

Thur

sday

, Nov

embe

r 19

Regi

stra

tion

7:00

a.m

. – 6

:00

p.m

.Fr

iday

, Nov

embe

r 20

Regi

stra

tion

7:30

a.m

. – n

oon

Breakout Sessions9:00 – 10:00 a.m.

Breakout Sessions10:15 –11:15 a.m.

Breakfast7:30 – 9:00 a.m.

Cloud ExpoNorth Hall D7:30 – 11:30 a.m.

Force.com ZoneEsplanade7:30 a.m. – 1:00 p.m.

Wed

nesd

ay, N

ovem

ber 1

8 Re

gist

ratio

n 7:

00 a

.m. –

8:3

0 p.

m.

Breakout Sessions7:30 – 8:30 a.m.

Breakout Sessions11:30 a.m. – 12:30 p.m.


Attendee LunchNorth Hall D, South Hall A 12:30 –1:30 p.m.

Birds-of-a-Feather Lunches by Vertical North Hall D 12:30 – 1:30 p.m.

General Session with Marc Benioff & Special GuestsSouth Hall B & C9:00 – 11 a.m.

Breakfast7:30 – 9:00 a.m.

Cloud ExpoNorth Hall D7:30– 9:00 a.m.

Cloud ExpoNorth Hall D11:00 a.m. – 4:15 p.m.


Breakout Sessions1:30 – 2:30 p.m.

Force.com ZoneEsplanade7:30 – 9:00 a.m.



Breakfast7:30– 9:00 a.m.

Birds-of-a-Feather Lunches by Role – North Hall D12:45 – 2:15 p.m.

Attendee LunchNorth Hall D, South Hall A12:45 – 2:15 p.m.

Cloud ExpoNorth Hall D7:30 – 9:00 a.m.

Force.com ZoneEsplanade7:30 – 9:00 a.m.

Opening Keynotewith Marc Benioff & Special GuestsSouth Hall B & C9:00 – 11:00 a.m.


State of the UnionEsplanade 303/30511:45 a.m. – 12:45 p.m.


Attendee Lunchsponsored bymeLLmo

Attendee Lunchsponsored by Aprimo

Agenda at a Glance

3:00 p.m 4:00 p.m. 5:00 p.m. 6:00 p.m. 7:00 p.m. 8:00 p.m. 9:00 p.m. 10:00 p.m.

Foundation Event9:00 a.m. – 4:00 p.m.

Paid Hands-On Training8:00 a.m. – 5:00 p.m.

Welcome ReceptionNorth Hall D6:00 – 8:00 p.m.

Force.com ZoneEsplanade6:00 – 8:00 p.m.

NonProfit Educator Welcome ReceptionNorth Hall 1355:00 – 6:00 p.m.

New Attendee OrientationNorth Hall 1345:00 – 6:00 p.m.

Cloud ExpoNorth Hall D6:00 – 8:00 p.m.

Cloud CrawlTemple Nightclub9:00 p.m. – 2:00 a.m.

Special General Sessionwith Gen. Colin L. Powell, Ret.South Hall B & C4:15 – 5:45 p.m.






Networking ReceptionNorth Hall D5:45 – 8:00 p.m.

Force.com Developer HackathonEsplanade5:45 – 8:00 p.m.

Global GalaSouth Halls B & C8:00 – 10:00 p.m.




Attendee Lunchsponsored bymeLLmo

To steer your company through these turbulent times, the cloud helps you reduce costs and increase sales. Our cloud apps help you manage your customer information and share any information in any application in your company—without a big up-front software investment that’s expensive to install and maintain.

With the Force.com cloud platform, you can mind your customers and your budget at the same time. You can use Force.com to customize your CRM applications or build new business applications and Web sites faster and easier than ever before.

Our cloud infrastructure has been fine-tuned over the past 10 years so it’s secure, reliable, and fast. It powers more than 63,000 businesses running 120,000+ applications that 1.5+ million users count on every day. In other words, it’s a proven service you can really trust. Honest.

Breakout Session ScheduleWednesday, November 18

Esplanade 300 Esplanade 304 Esplanade 306 Esplanade 308 Esplanade 310 Force.com Theatre Esplanade 303 Esplanade 305 Esplanade 307 Esplanade 309 South 102 South 103 South10411

:45

a.m

. –12

:45

p.m

.

IT Executives

Defining the Cloud: Gartner Explains What the Cloud Means for Enterprise IT

Administrators

Stay in Sync with Connectors for Outlook and Lotus Notes

Administrators

The Cardinal Rules of User Adoption

Partner Success

Consulting in the Cloud: Salesforce.com’s Consulting Partner Program

Channels

Partner Management 101: Rolling Out Salesforce CRM for Partners

Partner Success

The Fastest Path to the Cloud: Salesforce.com’s ISV Partner Program

Beginning Developers

Force.com: Platform State of the Union

Advanced Developers

Force.com: Platform State of the Union

Service

Extreme Makeover - Customer Care

Admin to AppBuilder

Build Your First Custom App Using Your CRM Skills with Clicks, Not Code

Marketing

Hands-On: Building Reports to Analyze ROI

Administrators

Hands-On: Have It Your Way-Customize Your Org to Fit Your Business

Sales

Hands-On: Managing Opportunities with Workflow

2:15

–3:1

5 p.

m. Large Enterprises

Establishing Innovation Management Governance and a Framework

Administrators

Analytic Basics: Reports and Dashboards

Administrators

360° Integration: “The Essentials” Session

Backstage Pass

A Look Inside the Force.com Infrastructure

Channels

Service Partners: Collaborating in Real Time on Service Issues

Partner Success

7 Secrets of Cloud Startup Success


Building Public Web Sites in the Cloud with Force.com Sites

Advanced Developers

Deep Dive with the New Force.com Platform Technology (Advanced)

IT Executives

Build Apps 5 Times Faster with Force.com

Advanced Developers

Got (lots of ) Data? New Bulk API for High-Volume Data Loading

Marketing

Hands-On: Building Dashboards to Drive ROI

Administrators

Hands-On: Giving the Right People the Right Information

Admin to AppBuilder

Hands-On: Building Your First Force.com Platform Application

3:30

–4:3

0 p.


Organizing and Executing to Match the Speed of Cloud Computing

Administrators

Top 10 Things Your Users Want (Though They Might Not Know It)

Administrators

Admin-Built Apps: How to Become a Hero

Administrators

Introduction to Force.com Pages and Force.com Code

Channels

Driving Adoption: Best Practices for Creating Partner Programs

Partner Success

From Garage to Glory: Insider Tips and Techniques from Top ISV Partners


Force.com in Action: Building an Application in Real Time

Advanced Developers

What’s New in Force.com Code

IT Executives

What Applications Are Right for the Cloud?

Advanced Developers

Release with Zero Impact

Sales

Hands-On: Building Reports to Analyze Revenue

Service

Hands-On: An Introduction to Managing Support in the Cloud

Administrators

Hands-On: Pulling It All Together with Custom Report Types

4:45

–5:4

5 p.

m. Small Business

A Conversation with Small Business Leaders

Administrators

If You Train Them, They Will Learn

Administrators

Jack Be Nimble: Master Process Automation with Salesforce CRM

Administrators

A Brave New World: Think & Act Globally

Administrators

The Self-Healing Database: Advanced Data Quality for Busy Administrators


Building Application User Interfaces with Visualforce

Advanced Developers

Architecting in the Cloud: Building Enterprise Apps That Scale

IT Executives

Build the Business Case for Force.com: Prove the ROI & TCO of the Cloud

Partner Success

Cloudonomics 101: Creating a Financial Plan for Your Force.com Business

Sales

Hands-On: Building Dashboards to Drive Revenue

Service

Hands-On: Automating Your Service Cloud


Hands-On: An Introduction to Force.com Code (Apex)

North 120 North 121/122 North 123 North 124 North 125 North 130 North 131 North 132 North 133 North 134 West Mezzanine 250 West Mezzanine 254 West Mezzanine 270

11:4

5 a.

m. –

12:4

5 p.

m.

IT Executives

Cloudsourcing: The Next Phase of Cloud Computing

Sales

Inside Sales Call Scripting Using Adobe Flex

Executive Insight

How to Boost User Adoption for Higher ROI

Sales

Accelerate and Streamline Sales Incentive Rollout and Management on Force.com

Sales

Sales Forecasting: New Ways to Forecast Your Existing and New Business

Marketing

Lead Management 101: Qualifying, Scoring, and Routing Your Leads for Success

Marketing

Search Engine Marketing Junkies

Sales

Arming Reps to Win: Introduction to the Integrated Content Library

Sales

Hear Gartner’s Seven Secrets of Sales Success

Service

The Future of the Customer-Centric Web and the Role of the Service Cloud

Healthcare & Life Sciences

Custom Cloud Innovation in Healthcare and Life Sciences

Financial Services

Breaking the Mold: Transform the Customer Service Experience in the Cloud

Media & Communications

Creating an Enterprise Cloud Strategy in Your Media Company

2:15

–3:1

5 p.

m. Sales

Measuring Your Organization’s Sales Intelligence: Getting More with Less

Service

Join the Social Conversation

Sales

Sell More, Sell Faster with Integrated On-Demand Sales Quoting Tools

Marketing

A Marketer’s Tale: Top Challenges Solved with Marketing Automation

Executive Insight

Accounting for Success! Streamlining Processes with the Platform

Service

Complex Integrations in Your Contact Center

Marketing

Master Your Content Library: Maximize Your Messaging Impact

Sales

How Salesforce.com Manages and Measures Sales Productivity Programs

Sales

Delivering Business Insight with Reports and Dashboards

Marketing

Delivering B2B Marketing Excellence in a Socially Connected World


Improve the Health of Your Business by Becoming Service-Oriented

Financial Services

Improving Carrier-Agency Interaction in the Cloud

High Tech

Getting It Right: The Keys for Successful High-Tech Deployments

3:30

–4:3

0 p.


Dispelling Cloud Integration Myths

Service

Maximizing Agent Productivity: It’s a Game Changer for Today’s Business

Administrators

Salesforce.com as the Company Portal: Incorporating Multiple Data Sources and BI

Executive Insight

CIO Insider: How to Leverage Cloud Integration to Turbocharge Salesforce CRM

Sales

Configuration & Pricing. A Quoting App and a Critical Part of Business Process

Service

Force.com Sites for the Service Cloud

Marketing

Getting Started with Salesforce CRM and Google AdWords

Channels

Increase Channel Revenue with a Partner Certification Program

Sales

Ready to Rock Your Productivity? Meet the New Salesforce CRM for Outlook

Sales

How Salesforce.com Uses Salesforce CRM for Pipeline Management

Marketing

Using Lead Nurturing and Scoring to Deliver More and Higher-Quality Sales Leads

Sales

How to Tap into Social Media to Drive Sales Results

Sales

Automatic Harmony: Empower Sales & Marketing with Webinar Data

4:45

–5:4

5 p.


Today’s Forecast: Enterprise Order Management through the Cloud

Service

Knowledge: It’s the Heart of the Service Cloud

Financial Services

Insurance User Group: Happy Birthday!

Large Enterprises

Thomson Reuters TRUSTs in Salesforce.com to Drive Enterprise Innovation

IT Executives

Developing an ERP System in the Cloud

Service

How Salesforce.com Uses the Service Cloud: Global Customer Service

Marketing

Advanced Campaign Management: Lead Nurturing and Campaign ROI

Sales

Mobile Sales Excellence: Success for the Road Warrior

Marketing

Getting Started Managing Multichannel Campaigns

Sales

The 7 Deadly Sins of Sales Force Automation

Financial Services

Transforming Capital Markets: How Force.com Is Changing the Game

Financial Services

Banking on the Power of the Cloud


Improving Bundling and Competitiveness in Media & Communications

daily highlightsnotes

Wednesday, N

ovember 18

Wednesday, November 18

BREAKFAST7:30.–9:00 a.m.

OPENING KEYNOTE WITH MARC BENIOFF & SPECIAL GUESTS9:00–11:00 a.m.

South Hall C

PLATFORM STATE OF THE UNION11:45 a.m.–12:45 p.m.Esplanade 303 & 305

BIRDS-OF-A-FEATHER ROUNDTABLE LUNCHES BY ROLE 12:45–2:15 p.m

North Hall D

NETWORKING RECEPTION5:45–8:00 p.m.

Cloud Expo

GLOBAL GALA FEATURING THE BLACK CROWES8:00–10:00 p.m.

South Halls B & C

The Cloud Expo is open from 7:30–9:00 a.m. and 11:00 a.m.–8:00 p.m.

FIND THE SESSIONS YOu WANT WITH THESE COLOR CODES:

8

Breakout Session ScheduleThursday, November 19

Esplanade 300 Esplanade 304 Esplanade 306 Esplanade 308 Esplanade 310 Force.com Theatre Esplanade 303 Esplanade 305 Esplanade 307 Esplanade 309 South 102 South 103 South1047:

30–8

:30

a.m

. Large Enterprises

Using the Service Cloud for the Enterprise

Administrators

Eureka: Data Nirvana

Administrators

Managing Change: How to Win Friends and Influence People

Administrators

Time-Savers: Tips for Enhancing Productivity and Efficiency in Salesforce CRM

Channels

Building Loyalty Through Community

Partner Success

Maximize Your Revenues: Market and Deliver Your Solutions on the AppExchange


One Force.com Platform: Two Tools for Developing Applications

IT Executives

Running IT in the Cloud

Service

Hands-On: Knockin’ Knowledge out of the Park

Service

Hands-On: Building Reports to Analyze Agent Productivity

Nonprofits & Public Sector

Hands-On: Getting the Most Out of the Salesforce CRM for Nonprofits Starter Pack

11:3

0 a.

m. -

12:

30 p

.m.


Social Innovation in the Cloud

Administrators

What’s in Your Tool Belt?

Administrators

Define Your Portal Strategy

Admin to App Builder

Boost Your Career and Add Value to Your Company with Custom Apps

Channels

Mixing Salesforce to Salesforce and Partner Portal Technologies for Success

Partner Success

Market Like Salesforce.com: Best Practices and Tools for Partners


Constructing the Database for Your Applications

Advanced Developers

Building Force.com Apps with Adobe Flex/AIR

IT Executives

Security in the Cloud: Protecting Your Business with the Cloud

Backstage Pass

Behind the Scenes: Salesforce.com Chief Technology Officer on Cloud Architecture

Sales

Hands-On: Automate Business Processes with Approval Workflow

Service

Hands-On: Building Dashboards to Drive Agent Productivity


Hands-On: Introduction to Force.com Sites

1:30

–2:3

0 p.


Best Practices and Approaches for Handling Large Data Volumes

Administrators

Free and Cheap: Finding Value in a Down Economy

Administrators

Formula Magic

Partner Success

Sell Like Salesforce.com: Tools and Best Practices for Partners

Channels

Road Map: What’s Next for Salesforce CRM for Partners

Backstage Pass

Behind the Scenes: Lessons Learned Building Our Own Force.com Sites


Getting Started with Workflows and Approvals

Advanced Developers

Best Practices for Force.com (Apex) Code: Lessons from the Trenches

IT Executives

Bring Your Application Projects to Life: Release Management with Force.com


Securing Your Data and Applications

Sales

Hands-On: Mobilize Your Field Sales Organization

Service

Hands-On: Knockin’ Knowledge out of the Park


Hands-On: Introduction to Programmable User Interfaces

2:45

–3:4

5 p.

m. Small Business

Developing Enterprise Solutions in the Cloud

Sales

Make Every Rep Sell Like Your Best Rep

Administrators

Engaging Effectively with Social Networks Using Salesforce.com

Administrators

Tips and Tricks for Release Management

Sales

The Behavioral Power of Incentives


Admin Custom App Showcase

Advanced Developers

Ready to Ride the Google Wave?

Advanced Developers

Designing Your Apps for Commercial Success

IT Executives

CIO Roundtable


Basic Integration on Force.com: Web Services and More

Marketing

Hands-On: Building an Automated Drip Campaign

Administrators

Hands-On: Preserving Data Quality with Data Validation and Formulas

Channels

Hands-On: Enabling Your Sales Channel with Salesforce CRM for Partners

North 120 North 121/122 North 123 North 124 North 125 North 130 North 131 North 132 North 133 North 134 West Mezzanine 250 West Mezzanine 254 West Mezzanine 270

7:30

–8:3

0 a.

m. Small Business

Connecting QuickBooks to Salesforce CRM

Service

The Service Cloud Road Map: What’s Next?

Financial Services

Unleash The Power of Integration: Data Aggregation Drives Value


Taking Your Cloud-Computing Implementation to Phase 2 and Beyond

High Tech

Achieving a Global Transformation: Yes, It’s Possible!

Service

Self-Service: Build a Community, Thrill Customers, and Drive Down Service Costs

Marketing

Capture Customer Insights Through Community Discussions

Sales

Salesforce CRM Admin Excellence: Setting Up Salesforce CRM for Sales Success

Sales

Product Road Map: Sneak Peek into the Future

Marketing

How Salesforce.com Uses Salesforce CRM for Marketing Excellence


No More Paper: Increase Profit and Innovation by Moving Processes to the Cloud

Professional Services

Run Your Professional Services Business in the Cloud, Part I

Manufacturing & Retail

Manufacturing Custom Clouds: Innovative Force.com Applications for Manufacturing

11:3

0 a.

m. -

12:

30 p

.m.

Financial Services

How the SaaS Revolution Is Improving Insurance Distribution

Service

Insight into Action: Optimize Service in Real Time for Winning Results

Executive Insight

Finding Your Way to Full Compliance - Automating Channel Compliance


Run Your Professional Services Business in the Cloud, Part II

IT Executives

Using the Cloud Delivery Factory to Improve Business Performance

Service

Show Me the Money! Driving Revenue from Your Contact Center

Marketing

The Secrets to Email Marketing Success: Marketing Panel

Sales

Your Enterprise Data Strategy

Sales

Secrets of the Big Guns: Sales Leadership Panel

Marketing

Setting Your Social Media Strategy

Marketing

Strategic Marketing Automation: Understanding and Managing B2B Buyer Dialogues

Large Enterprises

Single Org or Multi: What's Right for My Deployment?

Executive Insight

Building and Managing a Sustainable Cloud Service

1:30

–2:3

0 p.

m. IT Executives

The Integration Cloud: The Foundation for SaaS Success

Service

Running A World-Class B2C Call Center

Service

Run Your Entire Contact Center in the Cloud

Sales

Manage Commissions and Claims with Callidus Commissions Manager on Force.com

IT Executives

IT Management from the Cloud

Executive Insight

The Next Step in Customer Care – Customer Collaboration

Marketing

Getting Started with Reports and Dashboards

IT Executives

Cloud-Based E-commerce

Sales

Introducing Real-Time Quotes to Salesforce CRM

Marketing

Keeping Sales on Message with an Integrated Content Library

IT Executives

Building Your Global Cloud Strategy for Competitive Breakthroughs


Native Functionality: If You’re Not Using It, You’re Losing It

Service

Develop in the Cloud for Mobile Field Teams

2:45

–3:4

5 p.

m. Service

Combining Salesforce with inContact: the Leading SaaS Contact Center Platform

Service

Roundtable with the Service Cloud Pros

Large Enterprise

Learn from a Proven Model: 6 Steps to Guarantee Adoption

Large Enterprise

Salesforce Integration: Crossing the Business – IT Divide

IT Executives

Mobile Round Table: Success Stories from the Trenches

Sales

Close It In The Cloud!™ with DocuSign Electronic Signatures

Marketing

Online Community Powered by Salesforce.com

Sales

Increase Your User Adoption: Three Success Stories

Service

Why Collaboration Between Sales and Service Is Imperative in Today’s Economy

Marketing

Build Custom Landing Pages with Force.com Sites

Financial Services

Cloud Innovation: Build Custom Insurance Applications 5X Faster at Half the Cost


Donor and Member Management 2.0


Rethinking Customer Service in the Media & Communications Industry


Thursday, Novem

ber 19

Thursday, November 19

BREAKFAST7:30.–9:00 a.m.

GENERAL SESSION9:00–11:00 a.m.

South Hall C

BIRDS OF A FEATHER ROUNDTABLE LUNCH BY VERTICAL12:30–1:30 p.m.

North Hall D

SPECIAL GENERAL SESSION WITH COLIN POWELL4:15–5:45 p.m.

South Hall C

CLOUD CLUB CRAWL9:00 p.m.–2:00 a.m.

Temple Nightclub, 540 Howard Street

The Cloud Expo is open from 7:30–9:00 a.m. and 11:00 a.m.–4:15 p.m.


10

Breakout Session ScheduleFriday, November 20

Esplanade 300 Esplanade 304 Esplanade 306 Esplanade 308 Esplanade 310 Force.com Theatre Esplanade 303 Esplanade 305 Esplanade 307 Esplanade 309 South 102 South 103 South104

9:00

–10:

00

a.m

. Sales

Sales Process Excellence: New Levels of Productivity and Effectiveness

Administrators

Certification Station: Free Certification Prep

Administrators

Unlock Your Data with Advanced Analytics


Spice Up Your Apps with Logic and Custom User Interfaces

Channels

Transforming Vision into Reality: Make the Most of Your Partner Deployment

Backstage Pass

Behind the Scenes at Salesforce.com: Delivering 3 Major Releases a Year


Force.com Code for Business Logic, Triggers, and Controllers

Advanced Developers

Building Facebook Apps on the Force.com Platform

IT Executives

7 Steps to a Successful Enterprise Architecture with the Cloud

Partner Success

Salesforce.com’s Product Vision: A Sneak Peek for Commercial Partners

Administrators

Hands-On: Advanced Reports You Can Count On

Service

Hands-On: Get Your Service Cloud Ideas Up and Running in 60 Minutes

Advanced Developers

Hands-On: CombiningForce.com with the Adobe Flash Platform

10:1

5–11

:15

a.m

. Sales

Sales 2.0: Boosting Rep Productivity with the Best New Web Technologies

Administrators

How Salesforce.com Manages CRM and Platform Change

Administrators

Optimizing Salesforce CRM: Consultant for a Day

Administrators

Evolution of an Admin

Administrators

Platform Road Map: Administrator Tools of the Future


Turn Spreadsheets into Custom Apps


Creating Rich User Experiences Using Google Visualizations and Adobe Flex

Advanced Developers

Mobile CRM and Beyond: Building Mobile Apps on Force.com

IT Executives

IT Success with Agile Development Processes

Partner Success

From the Front Line: Secrets to Success from Top Consulting Partners

Administrators

Hands-On: What's New in Winter '10?

Service

Hands-On: Launch Your Customer Portal in 60 Minutes


Hands-On: Creating Wizards with Programmable User Interfaces

11:3

0 a.

m.–

12:3

0 p.

m.

Marketing

Using Twitter Effectively for Marketing and Sales

Administrators

Ready, Set, Go: Implementation Best Practices

Administrators

Analytics Road Map

Channels

How Salesforce.com Uses Salesforce CRM for Partners


How to Write Good Unit Tests in Force.com Code

Advanced Developers

Architecting in the Cloud: Choosing the Right Technologies for Your Solution

IT Executives

Integrate Force.com with the Rest of Your Environment: Integration Best Practices

Backstage Pass

Meet the Force.com Platform Development Team

Administrators

Hands-On: Have It Your Way—Customize Your Org to Fit Your Business

Channels

Hands-On: Connect with Your Partners Using Salesforce to Salesforce


Hands-On: Introduction to Programmable User Interfaces

North 120 North 121/122 North 123 North 124 North 125 North 130 North 131 North 132 North 133 North 134 West Mezzanine 250 West Mezzanine 254 West Mezzanine v270

9:00

–10:

00

a.m

. Large Enterprises

Electronic Contract Execution with Apttus & DocuSign for Salesforce

Service

One Year Later: The Benefits of Go-Live—What I Only Wish I Knew

!

Service

The Service Cloud for a Smaller Company: Where Do I Start?


The World Is Flat: Managing Your Manufacturing Business Across Multiple Sites

Financial Service

Best Practices from the Buy Side

Service

What’s Cooking in the Service Desk

Marketing

Moving Beyond Standard Reports and Dashboards

Sales

Delivering Business Insight with Reports and Dashboards (REPEAT)

Sales

There’s an App for That! How Sales Execs Boost Sales with the AppExchange

Sales

Bridging the Gap: VP Sales and VP Marketing

Financial Service

Quickly Deploy Web 2.0 Sites and Portals for Customers and Partners


Providing Transparency and Measuring Your Impact

High Tech

Salesforce for Semiconductors: Optimizing Design Wins and Maximizing Throughput

10:1

5–11

:15

a.m

. Media & Communications

Energizing Your Deployment with Integration

Service

Tips and Tricks: Getting Started with the Service Cloud

Small Business

Thinking Big: How Smart SMBs are Beating Enterprises

Financial Service

The Producer Revolution: How Insurance Intermediaries Leverage the Cloud


Beyond Sales: The Custom Cloud for Professional Services

Service

The Top 10 Critical Service Metrics You Need to Know

Marketing

Cleaner Data, Higher Adoption, Better Leads

Sales

Sales Reporting Excellence: How Salesforce.com Uses Analytics to Increase Sales

Sales

Sales Management Excellence: Being More Than a Control Freak

Sales

Managing Direct and Indirect Sales Seamlessly

High Tech

Got KCS? Delivering a Knowledge-Centered Support Model for High-Tech Customers


So Many Apps, So Little Time


Managing by the Metrics: Moving Your Organization from Art to Science

11:3

0 a.

m.–

12:3

0 p.

m.


Custom Cloud Apps for the Media & Communications Industry

Service

The Service Cloud Road Map: What’s Next? (Session 2)


The Doctor Will See You Now: Maximizing Influence with Physicians


Secrets for Building Brand Loyalty with Cloud Computing


Small Firms, Big Clients: Salesforce CRM As Your Competitive Advantage

Service

How Salesforce.com Uses the Service Cloud: Reinventing Self-Service

Marketing

Your Web Site: Mastering Your Domain

Sales

Listen & Steal: Successful Mobile Customers from a Range of Industries Share Tips

Sales

Product Road Map: Sneak Peek into the Future (REPEAT)

Marketing

How Salesforce.com Uses Salesforce CRM for Marketing Excellence (REPEAT)


Taking Education to a Higher Level


Friday, Novem

ber 20

Friday, November 20

BREAKFAST7:30–9:00 a.m.

The Cloud Expo is open from 7:30–11:30 a.m.


See you next year! Save the date for Dreamforce 2010December 6–9, 2010

12

lear

n Keynotes and breakout sessions

Brace yourself: Only Dreamforce packs so much inspiration and education into a single conference. From expert-led sessions to visionary keynotes, the learning experiences at Dreamforce spark new ideas and solutions—and fire you up to tackle them all.

You’ll walk away with the motivation and knowledge you need to achieve new levels of innovation—for you and your business.

The interactive learning opportunities at Dreamforce are unbeatable.

—Steve MaloneyDirector of Sales, Commercial ChannelBelkin Corporation

14 The Cloud-Computing Event of the Year

Real-Time Cloud: Join the ConversationWEDNESDAY, NOVEMBER 189:00–11:00 a.m.South Hall C

Business moves at the speed of the Web. But traditional business software can’t keep pace in a world when you’re only one missed message away from being out of the loop. Everyone in your business network is communicating in real time. Isn’t it time you joined the conversation? And how do you manage that conversation and put it to work for your business? Join Chairman and CEO Marc Benioff for salesforce.com’s vision of a whole new way to work, connect, and collaborate in real time.

The Force.com Cloud Platform: Your Business at Cloud ScaleTHURSDAY, NOVEMBER 199:00–11:00 a.m.South Hall C

The Force.com cloud platform is the fastest way to build apps in the cloud. In fact, it’s five times faster and half the cost of traditional platforms. But what about scale? How far can you go when you build apps in the cloud? Join Chairman and CEO Marc Benioff for new platform and infrastructure innovations that will change the way you think about the possibilities of platforms as a service.

Leadership in the New Era of CollaborationTHURSDAY, NOVEMBER 194:15–5:45 p.m.South Hall C

General Colin L. Powell, USA (Ret.) takes the stage for an encore appearance at Dreamforce. Join him as he discusses the challenges to leadership we all face in the new era of real-time collaboration. Discover how to apply his principles of leadership to make a difference in your world.

learn:keynotes

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Cloud computing promises great rewards to those who can successfully cut through the hype and confusion. If you're contemplating cloud computing as a way to cut costs, promote innovation or upgrade your infrastructure, look to Appirio—a pioneering Cloud Solution Provider who has helped thousands make it through the maze.

To learn how Appirio can help you make the most of Salesforce CRM and Force.com, visit www.appirio.com or our CIO blog at www.appirio.com/blog.

© 2009 Appirio Inc. All rights reserved.

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Custom Development on

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Global Deployments /Enterprise Implementations

Cloud Accelerators

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Cloud Computing Servicesfor Your Enterprise

Force.comSites & Portals

CustomDevelopment

Life Sciences& Healthcare

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Some areas of expertise...


learn:tracks &sessions

Looking to get the most out of your cloud-computing investment? We’ve got more than 300 sessions to help you learn more about salesforce.com—everything from increasing sales, to holding onto your customers, to building your own applications. And they’re all organized to help you quickly find what’s relevant to your role or your industry.

Today, it’s more important than ever to win every deal and keep every customer. Whenever you see the Sales Cloud image, you’ll know this session will help you boost sales rep productivity, improve sales cycles, and increase win rates.

The Service Cloud is the next generation of customer service applications from salesforce.com. These sessions will teach you how to drive up customer satisfaction, keep your service costs down, and better connect with your customers on the Web.

Ever wish all business apps could be as easy to use as the Sales Cloud and the Service Cloud? In Custom Cloud sessions, you’ll learn how to use the Force.com platform to customize your CRM apps, create extended functionality, or even build your own cloud applications.

With so much to choose from, you’re sure to find something right up your alley...but don’t be afraid to pop into something new or different and join the conversation!

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LearnTracks & Sessions | Sales


SALES

Track Description: Want to ensure you’re getting the most from salesforce.com, boosting productivity, and achieving true sales excellence? Whether you’re a sales executive or in sales operations, this track features mind-blowing ideas that deliver real results. See demonstrations of what other customers are doing, hear from top-level executives, and pick up the latest news about product direction. Plus, we have experts from both the business and product perspectives who can give you the information and inspiration you need to succeed with the Sales Cloud.

Key Take-aways: Interact with salesforce.com product experts, business executives, and customers to hear best practices for achieving sales success. Learn how they use the Sales Cloud for better pipeline management, process management, and team collaboration. Looking for operational help? We also have unique tips and tricks for dashboards, analytics, workflow, and forecasting. Expand your contact list as you network with customers and colleagues to share ideas, answer questions, and talk business.


11:45 A.M. – 12:45 P.M. NORTH 124Accelerate and Streamline Sales Incentive Rollout and Management on Force.com Level: All Learn how you can integrate CRM, incentive compensation management, and sales operations by using Force.com and the AppExchange. In this session, you’ll hear how Brocade, an industry leader in data center networking solutions and services, has done just that using solutions from Callidus. Plus, the company has better aligned its incentive programs to corporate objectives—resulting in increased business agility.Speakers: Laura Provenza, Brocade Communications Systems Inc.; Leslie Stretch, Callidus Software Inc.

11:45 A.M. – 12:45 P.M. NORTH 132Arming Reps to Win: Introduction to the Integrated Content LibraryLevel: Beginner Are you overwhelmed with all the sales and product documentation thrown at you? Do you feel as though you can’t keep up with what info is most relevant and current? Then join this session to learn how to bring the right information directly to your sales reps and partners. You’ll take home applicable tips for pushing the right up-to-date content to the right folks—right when they need it.Speakers: Jeff Davidson, GTSI Corp.; Grace Lawrence, Idearc Media LLC; Michael Chyzowych, Mars Chocolate

11:45 A.M. – 12:45 P.M. SOUTH 104Hands-On: Managing Opportunities with Workflow Level: Intermediate Automate the business processes that are common for your organization with workflow. Join us and learn how to configure workflow rules, and then set up the actions associated with those rules, including automated tasks, field updates, and email alerts.

11:45 A.M. – 12:45 P.M. NORTH 133Hear Gartner’s Seven Secrets of Sales Success Level: All Do you want to get even more out of your sales force automation system? Learn about a framework for creating a highly effective SFA system from Robert Desisto, vice president and distinguished analyst with Gartner and author of “The Top Seven Features Salespeople Want in Their SFA Systems.” You’ll gain valuable insight on how and where your peers are focusing their efforts to maximize their sales success.Speaker: Robert DeSisto, Gartner, Inc.

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Wednesday, November 18 (continued)

11:45 A.M. – 12:45 P.M. NORTH 121/122Inside Sales Call Scripting Using Adobe Flex Level: Intermediate Aetna Medicare uses Salesforce CRM for lead management and Medicare enrollment. Inside sales reps use a script to guide prospect enrollments over the phone. After researching options, Aetna chose Adobe Flex to build the call guides. Flex enables rapid development of a custom UI and seamless integration with Salesforce CRM using the available toolkit.Speakers: Michael Cohen, Aetna; Doug Hoover, Deloitte

11:45 A.M. – 12:45 P.M. NORTH 125Sales Forecasting: New Ways to Forecast Your Existing and New BusinessLevel: All Would you like to improve your sales forecast to include your run-rate and existing business? Do you need to forecast units? Price or revenue over time? Multiple plans? Account-based forecasting? You need more than opportunity management. In this session, you will learn how salesforce.com customers are using Right90 to obtain a sales forecast that helps close more business, reduce delivery times and inventories, drive profitability and get promoted from VP of sales to president!Speakers: Brian Fitzgerald, QuickLogic Corporation; Southard Jones, Right90; Brian Hartman, Trimble Mobile Resource Management

2:15 P.M. – 3:15 P.M. NORTH 133Delivering Business Insight with Reports and Dashboards Note: This session is also offered on Friday at 9:00 a.m.Level: Intermediate Dashboards can be the most powerful tool to help you run your sales organization. Join this session to find out how sales executives use dashboards to drive excellence in their organizations. We’ll walk through the finer points of dashboard creation and share firsthand insights on how to create and deploy dashboards for use in your organization.Speakers: Rick Gary, Carestream Health, Inc.; Kevin Sciolino, salesforce.com

2:15 P.M. – 3:15 P.M. NORTH 132How Salesforce.com Manages and Measures Sales Productivity Programs Level: Intermediate Join this session to learn how salesforce.com defines, executes, and measures its sales productivity programs around the world. Listen to salesforce.com executives explain how we run our sales organization. We’ll show you how we measure productivity, and we’ll demo the tools our sales teams use on a daily basis.Speakers: Elay Cohen, salesforce.com; Stephanie Gilmour, salesforce.com; Deborah Scherba, salesforce.com

2:15 P.M. – 3:15 P.M. NORTH 120Measuring Your Organization’s Sales Intelligence: Getting More with LessLevel: All Understanding what’s working and what isn’t is an important step to avoid wasting resources and time on sales intelligence endeavors that yield negligible returns. “Sales intelligence” refers to the sources of information a company can collect and use to improve the performance of a sales organization and enrich leads in the sales pipeline. Join us to hear infoUsa’s best practices for capturing popular integrated sales solutions.Speakers: Brook Hoy, infoUSA; Bridget Kelly, infoUSA; Tom McSweeney, infoUSA

2:15 P.M. – 3:15 P.M. NORTH 123Sell More, Sell Faster with Integrated On-Demand Sales Quoting ToolsLevel: All Sales reps and channel partners should spend their time engaging customers and capturing revenue opportunities. Instead, they typically spend too much time manually creating quotes, proposals, and orders, feeding incomplete and inaccurate information into company systems. The answer is to deploy on-demand quoting solutions that streamline the sales process and fully integrate with CRM. Hear from companies that have created powerful, Web-based selling engines, enabling their sales teams to sell more and sell faster—all using tools from BigMachines.Speaker: Godard Abel, BigMachines Inc.; Hendrick Fischer, Bowe Bell & Howell Company

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3:30 P.M. – 4:30 P.M. WEST MEZZANINE 270Automatic Harmony: Empower Sales & Marketing with Webinar Data Level: All What good are marketing campaigns, Webinars, and online sales demos if registration and attendance data don’t help sales increase pipeline and decrease the sales cycle? Learn how to automate data capture from your Web conferencing system. Then join iLinc to learn how to automate lead warming and better qualify leads from virtual events.Speakers: Frank Gartland, iLinc Communications, Inc.; Jason Walker, iLinc Communications, Inc.; Mark Silber, Qualcomm, Inc.

3:30 P.M. – 4:30 P.M. NORTH 125Configuration & Pricing: A Quoting App and a Critical Part of Business Process Level: Intermediate Find out why Gartner says configuration is one of six critical areas of a successful CRM process. Steve Paszkiewicz of Risk Management Solutions will address how the implementation of a quoting/configuration application has contributed to dramatic improvements in a variety of areas such as contract management and order fulfillment. Then interact with a panel from three companies that have successfully implemented configuration applications. You’ll leave this session with detailed information on project requirements, vendor evaluation, gaining executive support, business case and ROI summaries, implementation plans, and maintaining/growing the application after the initial release.Speakers: James Wilhoit, Bell Helicopter; Vinaya Nooguru, Commvault Systems; Steve Paszkiewicz, Risk Management Solutions Inc.

3:30 P.M. – 4:30 P.M. SOUTH 102Hands-On: Building Reports to Analyze Revenue Level: Beginner In the fast-paced world of sales, it’s often hard to stop and analyze results. Learn how to use the real-time reporting capabilities in Salesforce CRM to analyze your sales organization’s results. This hands-on training focuses on valuable best practices for creating high-impact reports for your sales team and organization.

3:30 P.M. – 4:30 P.M. NORTH 134How Salesforce.com Uses Salesforce CRM for Pipeline Management Level: All Want to get some new ideas for running your sales organization in the current economic climate? Join us to learn how salesforce.com’s sales and operations executives forecast and manage our pipeline using Salesforce CRM. Take home some new approaches you can implement for immediate impact.Speakers: Dan Dal Degan, salesforce.com; Robert Zimmermann, salesforce.com

3:30 P.M. – 4:30 P.M. WEST MEZZANINE 254How to Tap into Social Media to Drive Sales Results Level: All You can harness social intelligence natively within Salesforce CRM to increase your sales productivity and accelerate sales cycles. Learn how successful sales leaders from innovative cloud-computing companies such as IntraLinks and SuccessFactors are bringing social selling into their sales organizations to improve prospecting effectiveness and close rates—all with solutions from InsideView.Speakers: Umberto Milletti, InsideView; Phil Rowlinson, IntraLinks, Inc.; Alex Saleh, SuccessFactors, Inc.

3:30 P.M. – 4:30 P.M. NORTH 133Ready to Rock Your Productivity? Meet the New Salesforce CRM for Outlook Level: All Join us to learn about the seamless integration of Salesforce CRM and Microsoft Outlook—a powerful new productivity tool—and hear from a customer that’s including Outlook integration as a cornerstone of its strategy for success. This solution replaces our existing Force.com connect for Outlook solution.Speakers: Sean Wedige, Rackspace.; Blake Markham, salesforce.com

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4:45 P.M. – 5:45 P.M. SOUTH 102Hands-On: Building Dashboards to Drive RevenueLevel: Beginner Ready to boost the effectiveness and impact of your business metrics? Dashboards are an easy way to increase team and organizational visibility in critical target areas. This session includes hands-on training and proven best practices for creating dashboards your sales team and organization will love.

4:45 P.M. – 5:45 P.M. NORTH 132Mobile Sales Excellence: Success for the Road WarriorLevel: All Do you have everything in place to equip your field sales force for success? This session will show how to make your reps as successful from the field as they are in the office. Hear about the latest-and-greatest mobile devices, deployment strategies, and setup. You’ll walk away knowing how to maximize your use of Salesforce CRM from anywhere.Speakers: Alysia Smith, Cars.com; Herman Boyd, DuPont; Steve Mathews, R R Street & Co; Peter van Stralen, Sunshine Grounds Care; Ethan Alexander, salesforce.com

4:45 P.M. – 5:45 P.M. NORTH 134The 7 Deadly Sins of Sales Force AutomationLevel: Intermediate Are you a sinner? We can help you recover. Learn the common mistakes sales organizations make with salesforce.com—often without even knowing. Several customers will present real-world solutions to help you avoid these transgressions and make your sales organization even more successful. This session can save you time and money—and it might just save your sanity as well.Speakers: Heather Logan, Saba Software Inc.; David Gaines, The Toro Company; Marla Landa, Yelp, Inc.; Micah Joel, salesforce.com


7:30 A.M. – 8:30 A.M. NORTH 133Product Road Map: Sneak Peek into the Future Note: This session is also offered on Friday at 11:30 a.m.Level: All What’s in store for salesforce.com? Here’s your chance to find out! This session features insight into salesforce.com’s future Sales Cloud product plans—directly from salesforce.com’s product managers. Join us to learn exactly what’s on the product road map for the next few releases during a session that will focus on the application and platform features relevant to a sales audience.Speaker: Mark Abramowitz, salesforce.com

7:30 A.M. – 8:30 A.M. NORTH 132Salesforce CRM Admin Excellence: Setting Up Salesforce CRM for Sales SuccessLevel: Intermediate Get ready—we’ve got admin best practices galore! Hear from a panel of experts, including our own Salesforce CRM administrators and customer success managers. We’ll show you how we use Salesforce CRM internally to manage our business, and we’ll pass along the best ideas we’ve seen from other companies. Get answers to your questions and take home tips and tricks to improve your deployment.Speakers: Randy Edgar, salesforce.com; Michael Fullmore, salesforce.com; Sriram Iyer, salesforce.com; Heather Ramsdell, salesforce.com; Jenny Truong, salesforce.com

11:30 A.M. – 12:30 P.M. SOUTH 102Hands-On: Automate Business Processes with Approval WorkflowLevel: Intermediate Welcome to automation central! Learn how to build approval workflows to automate virtually any business process, from sales discount requests to opportunity close approvals. See how workflow actions such as email alerts, field updates, and outbound messages can combine with workflow rules and approval processes to save your company time and money.

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11:30 A.M. – 12:30 P.M. NORTH 133Secrets of the Big Guns: Sales Leadership PanelLevel: All Join successful sales leaders for an open discussion on how to drive top-line growth with Salesforce CRM. You’ll hear from key executives and thought leaders in the industry, which makes this session the perfect chance to get answers to any questions you may have.Speaker: Robert O’Byrne, CBIZ, Inc.; Dan Conway, SunGard Public Sector

11:30 A.M. – 12:30 P.M. NORTH 132Your Enterprise Data StrategyLevel: All Is the quality of your data affecting your organization’s ability to execute? Are you hampered by duplicate accounts or incomplete and inconsistent data? Learn how salesforce.com and others use simple permission controls, native Salesforce CRM features and partner applications to manage the complex enterprise data dilemma.Speakers: Tacy Parker, Symantec Corporation; William Schwidder, salesforce.com

1:30 P.M. – 2:30 P.M. SOUTH 102Hands-On: Mobilize Your Field Sales OrganizationLevel: Intermediate Learn to deploy Salesforce CRM to wireless handheld devices using its mobile capabilities. This session covers setup, deployment, and customization and provides tips to help you get the most from Salesforce CRM on your handheld. Some familiarity with Salesforce CRM functionality and administration is recommended.

1:30 P.M. – 2:30 P.M. NORTH 133Introducing Real-Time Quotes to Salesforce CRMLevel: Intermediate Beginning in the Winter ’10 release, Real-Time Quotes will be available as a new standard object in Salesforce CRM. This session provides an overview of Quotes and offers tips for getting the most out of the application. You’ll learn how to manage Quotes with workflow, use a custom Force.com page to create your Quote PDF, leverage integrated electronic signature

technology with smart eSignatures™ from DocuSign®, and Quote with product bundles using the combined power of Force.com and BigMachines.Speakers: Tim Handorf, BigMachines Inc.; Ken Cavallon, DocuSign; Tyler Ziemann, salesforce.com

1:30 P.M. – 2:30 P.M. NORTH 124Manage Commissions and Claims with Callidus Commissions Manager on Force.comLevel: All Learn how Callidus Commissions Manager—a salesforce.com Force.com solution—and Plan Communicator help companies communicate with and motivate sales professionals to deliver on their targets quarter after quarter. Sales professionals can review opportunity target earnings and identify accelerators on earnings, initiate claims for credit and payment on their opportunities, file disputes, and track the status and amounts of paid and pending commissions—all as part of their daily opportunity management.Speakers: Lorna Bennie Heynike, Callidus Software Inc.; Leslie Stretch, Callidus Software Inc.

2:45 P.M. – 3:45 P.M. NORTH 130Close It In The Cloud!SM with DocuSign Electronic SignaturesLevel: All Learn how Expedia, LinkedIn, and Yahama have transformed their businesses by using DocuSign for Salesforce CRM. Companies have eliminated paper and are sending contracts for electronic signatures, transforming slow, manual, expensive, paper-based contract processes into efficient 100% cloud-based processes. With integrated data management, your people will never need to rekey data again! Close more deals faster, eliminate errors, and increase efficiency by closing it in the cloud with DocuSign for Salesforce CRM.Speakers: Tom Gonser, DocuSign; Gene Harden, Expedia, Inc.; Brian Frank, LinkedIn; Mike Machado, Yamaha Corporation of America

2:45 P.M. – 3:45 P.M. NORTH 132Increase Your User Adoption: Three Success StoriesLevel: Intermediate The success of your Salesforce CRM initiative depends on people using and receiving value from the tool you’ve given them. In addition, the type and size of your organization will significantly impact your adoption strategy. This customer panel will feature

24




user perceptions, executive sponsorship, incentives, and effective training from the perspectives of three different customers. So whether you’re planning an initial deployment or looking for ideas to increase adoption, you’ll walk away with best practices you can apply to your own organization.Speakers: Matt Williamson, Bronto Software Inc; Daria Frankiewicz, Dell, Inc.; Dale Gordon, Millipore Corporation BioScience; Troy Lauer, salesforce.com

2:45 P.M. – 3:45 P.M. ESPLANADE 304Make Every Rep Sell Like Your Best RepLevel: All Getting into a deal is one thing, but effectively closing it is something different. How can you make each rep as effective as your top performers? Hear how companies successfully guide and control individual sales behavior for maximum success. Take home tips you can apply to embed sales methodologies and replicate sales success in your organization.Speakers: Burke Butler, BMC Software, Inc.; Steve Nugent, Tyco Fire & Security Plc; John Flanderhijn, TYCO Fire Europe; Brian Reynolds, salesforce.com

2:45 P.M. – 3:45 P.M. ESPLANADE 310The Behavioral Power of IncentivesLevel: All There is an important relationship between behaviors and incentives. Whatever your strategy to improve your sales objectives—increased profits, reduced discounts, higher top line—motivating your people to work in alignment makes a tremendous difference in how successfully your strategy plays out. Christopher Cabrera, CEO of Xactly, will highlight how breaking away from spreadsheets to manage incentive compensation can help you change the behavior of your sales teams. Salesforce.com will discuss how using Xactly for incentive compensation management has changed the behaviors of its sales teams, resulting in improved business performance.Speakers: Christopher Cabrera, Xactly Corporation; Marisa Massie, salesforce.com

Friday, November 20

9:00 A.M. – 10:00 A.M. NORTH 134Bridging the Gap: VP Sales and VP MarketingLevel: Beginner In many organizations, it’s the classic divide: sales in one corner and marketing in another. Join us to hear how companies have successfully bridged that gap and now benefit from greater alignment between these two departments. Leave with actionable ideas on how sales and marketing can better collaborate and establish mutual transparency for lead generation, campaign priorities, and success.Speakers: Matt Stodolnic, SpringSource; Tricia Reilly, Zuora, Inc.; Gabe Eisner, salesforce.com; Nancy Kamerer, salesforce.com

9:00 A.M. – 10:00 A.M. NORTH 132Delivering Business Insight with Reports and Dashboards (REPEAT) Note: This session is also offered on Wednesday at 2:15 p.m.Level: Intermediate Dashboards can be the most powerful tool to help you run your sales organization. Join this session to find out how sales executives use dashboards to drive excellence in their organizations. We’ll walk through the finer points of dashboard creation and share firsthand insights on how to create and deploy dashboards for use in your organization.Speakers: Rick Gary, Carestream Health, Inc.; John Ball, salesforce.com; Kevin Sciolino, salesforce.com

9:00 A.M. – 10: 00 A.M. ESPLANADE 300Sales Process Excellence: New Levels of Productivity and EffectivenessLevel: Advanced Want to make your sales processes even better? Join this session to see and hear real-life examples of how salesforce.com customers drive excellence in pipeline management, sales team management, performance measurement, and dashboards. You’ll make a big impression at home with all the tips, tricks, and best practices you bring back to make your deployment even better.Speakers: Jill Gehrhardt, RWD Technologies, LLC; Chris Banks, Sterling Commerce, Inc.; Neal Beeler, Sterling Commerce, Inc.; Frank Loiseaux-Purcell, salesforce.com

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10:15 A.M. – 11:15 A.M. NORTH 133Sales Management Excellence: Being More Than a Control FreakLevel: Intermediate Join this session to hear how successful companies have made Salesforce CRM part of the everyday life of a sales manager. You’ll learn that the real benefits go way beyond monitoring and controlling sales reps. Take home some applicable tips for empowering sales managers to be more effective and more successful.Speakers: Jim Rae, Compuware Corporation; Jim Duster, NetQoS Inc.; Scott Sherwood, NetQoS Inc.; Scott Williams, salesforce.com

10:15 A.M. – 11:15 A.M. NORTH 132Sales Reporting Excellence: How Salesforce.com Uses Analytics to Increase SalesLevel: Intermediate Ready to boost the effectiveness and impact of your business metrics? We’ll show you how we use Salesforce CRM analytics internally to manage our business and drive sales effectiveness. Join this session to see how salesforce.com sales executives use dashboards and reports to create excellence in their organizations. You’re sure to leave with tips and tools to wow your organization!Speaker: Marko Koosel, salesforce.com, Leo Tenenblat, salesforce.com

11:30 A.M. – 12:30 P.M. NORTH 132Listen & Steal: Successful Mobile Customers from a Range of Industries Share TipsLevel: All Listen to successful customers share stories about how they leveraged Salesforce CRM’s mobile capability to meet field sales challenges in industries such as pharmaceuticals, financial services, and consumer packaged goods.Speakers: Mike D’Adamo, HD Supply Facilities Maintenance; Richard Purdy, Kaiser Foundation Health Plan Inc.; Dora Abbatine, Liberty Mutual Insurance Company; Andrea Rissler, Liberty Mutual Insurance Company; Kevin Buttrey, Shaw Industries Group, Inc.; Ethan Alexander, salesforce.com

9:00 A.M. – 10: 00 A.M. NORTH 133There’s an App for That! How Sales Execs Boost Sales with the AppExchangeLevel: Intermediate Get even more value out of Salesforce CRM with hundreds of apps from the AppExchange! Hear how this panel of sales executives use solutions from the AppExchange to monitor their teams’ progress, eliminate manual processes, and close business quickly. You’ll walk away with real-world learnings and a list of top sales apps (both free and fee-based) that you can easily deploy with just a few clicks.Speakers: Jeff Grosse, Blue Cross and Blue Shield of MN; John McGuigan, Fiberlink Communications Corp.; Jim Malloy, Miyachi Unitek Corporation; Brian Vass, Sant Corporation

10:15 A.M. – 11:15 A.M. NORTH 134Managing Direct and Indirect Sales SeamlesslyLevel: All Want to make your channel a true part of your sales force? Have we got some ideas for you! Join us to hear from companies that have successfully integrated their indirect channels with their direct sales. Take home knowledge you can apply to quickly ramp-up partners and get complete visibility across all sales channels.Speakers: Jane Goh, Imperva Ltd.; Mike Thomas, Pitney Bowes Business Insight; Ryan Davis, salesforce.com

10:15 A.M. – 11:15 A.M. ESPLANADE 300Sales 2.0: Boosting Rep Productivity with the Best New Web TechnologiesLevel: All Do you wish you had a crystal ball so you could see how companies will sell successfully next year—or in 5 years? Then join us for a peek at the future of corporate sales and learn how salesforce.com can help you prepare for that brave new world. This lively session includes demos of Salesforce CRM and Genius, Jigsaw, Radian6, and Ribbit. Don’t miss it!Speakers: Scott Mersy, Genius.com, Inc.; Bob Memmer, Jigsaw; Chris Ramsey, Radian6 Technologies, Inc.; Greg Goldfarb, Ribbit

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LearnTracks & Sessions | Sales / Service


LearnTracks & Sessions | Sales / Service

11:30 A.M. – 12:30 P.M. NORTH 133Product Road Map: Sneak Peek into the Future (REPEAT) Note: This session is also offered on Thursday at 7:30 a.m.Level: All What’s in store for salesforce.com? Here’s your chance to find out! This session features insight into salesforce.com’s future Sales Cloud product plans—directly from salesforce.com’s product managers. Join us to learn exactly what’s on the product road map for the next few releases during a session that will focus on the application and platform features relevant to a sales audience.Speaker: William Moxley, salesforce.com

RELATED SESSIONS BY TRACKThis session will help you get everyone on the same page and boost your bottom line.Why Collaboration Between Sales and Service Is Imperative in Today’s EconomyTrack: Service Thursday, November 19

SERvICE

Track Description: If you’re a service and support executive, customer service manager, or a sales professional who wants to learn how salesforce.com can help you delight your customers, this is the track for you. Learn how the Service Cloud can help you join customer conversations everywhere—from your contact center, to your self-service Web site, to social networks like Facebook and Twitter. Hear from Salesforce CRM experts, industry gurus, and companies of all sizes who are successfully driving up customer satisfaction while reducing costs using the power of cloud computing.

Key Take-aways: The Service Cloud track will help you learn new technology and techniques for driving down customer service costs—and driving up customer satisfaction. Develop best practices for keeping your customer service employees productive and happy, and learn how to connect with your customers in new and emerging social media channels. You’ll even get hands-on support and education on the latest and greatest Service Cloud technology so you can get the most from your investment.

Service track brought to you by

Redefine the Customer Experience with Cisco and salesforce.com


11:45 A.M. – 12:45 P.M. ESPLANADE 307Extreme Makeover—Customer CareLevel: All From Twitter to self-service customer portals, transforming the customer experience is this year’s hot topic. But are organizations achieving true customer satisfaction? Join Bluewolf and two enterprise organizations that underwent an extreme makeover of their customer care processes and technology. Learn innovative strategies that are transforming call centers and turning

TIP: Attend the Wednesday Birds-of-a-Feather Lunch by RoleNorth Hall D, 12:45–2:15 p.m.

27

LearnTracks & Sessions | Service

customers into evangelists! This don’t-miss session features the steps and decision process these organizations used to provide total customer care.Speakers: Joe Harris, Beazer Homes; Niyati Desai, Bluewolf; Dave Deasy, MarketTools Inc.; David Post, Sunquest Information Systems Inc.

11:45 A.M. – 12:45 P.M. NORTH 134The Future of the Customer-Centric Web and the Role of the Service CloudLevel: All Join us as we kick off the Service Cloud track with a vision of the future of customer service. In this session, Michael Maoz, research vice president with analyst firm Gartner, author of the Gartner Contact Center Magic Quadrant, and a proven industry thought leader for customer service and customer-centric web strategies, will discuss the challenges and trends in delivering customer service in today’s economy.Speakers: Michael Maoz, Gartner, Inc.; Alexandre Dayon, salesforce.com

2:15 P.M. – 3:15 P.M. NORTH 130Complex Integrations in Your Contact CenterLevel: Advanced Service excellence depends on bringing together your existing IT investments (things like CTI and mission-critical business applications) to create one unified agent experience. In this session, we’ll walk you through a live demo using Force.com code (Apex) and Force.com pages (Visualforce) to create a unified agent desktop, followed by some real-life customer examples.

2:15 P.M. – 3:15 P.M. NORTH 121/122Join the Social ConversationLevel: All Tweet, tweet. Who’s making all the noise? Your customers are, everyday, in social forums like Twitter and Facebook. Join the conversation and let your agents respond in real time with customers in the cloud. After all, your brand deserves it. We’ll show you how with a live demonstration and a presentation from thought leading companies using social media to connect with their customers.Speaker: Mark DiMaurizio, Comcast-Spectacor

3:30 P.M. – 4:30 P.M. NORTH 130Force.com Sites for the Service CloudLevel: All Find out how you can take advantage of salesforce.com’s hottest new technology, Force.com sites, to expose critical support information like cases, solutions, and content—and instantly let your customers become part of your community. Hear how salesforce.com customers are taking advantage of the Service Cloud’s public portal, knowledge base, and Web-to-case features and see live sites in action.Speakers: Chris Ladd, Crocs, Inc.; John McCarvel, Crocs, Inc.; Douglas Porter, salesforce.com

3:30 P.M. – 4:30 P.M. SOUTH 103Hands-On: An Introduction to Managing Support in the CloudLevel: Beginner Attend this quick-start session to get your Service Cloud off the ground. Learn how to use cases, suggested solutions, email templates, and the console to help increase agent productivity. Plus, see how you can use dashboards and reports to track key metrics, so your support reports can stay in tune with your business.

3:30 P.M. – 4:30 P.M. NORTH 121/122Maximizing Agent Productivity: It’s a Game Changer for Today’s BusinessLevel: Beginner In today’s business climate, agent productivity is essential! Join this session to hear how other customers are using features like the agent console, CTI, email templates, and salesforce.com’s knowledge base to change the game for their agents with the tools they need to succeed.Speakers: Chris Spear, Extra Space Storage Inc.; Kevin Embree, HomeAway.com; Jim Kozej, Ventyx

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4:45 P.M. – 5:45 P.M. SOUTH 103Hands-On: Automating Your Service CloudLevel: Intermediate Learn advanced techniques for your Service Cloud implementation, so you can achieve the highest levels of customer satisfaction. Get hands-on experience with email templates, assignment rules, and escalation rules to process and monitor the lifecycle of cases.

4:45 P.M. – 5:45 P.M. NORTH 130How Salesforce.com Uses the Service Cloud: Global Customer ServiceLevel: All Get a behind-the-scenes look at salesforce.com’s global customer service organization. In this session, we’ll demonstrate how salesforce.com has used the Service Cloud to create a virtual contact center with agents across five continents. Join our support team as they share the Service Cloud best practices they use to deliver customer success.Speakers: Krista Anderson, salesforce.com; Laurie Jacobson Jones, salesforce.com

4:45 P.M. – 5:45 P.M. NORTH 121/122Knowledge: It’s the Heart of the Service CloudLevel: All Want to be the smartest person in the room? Now you can, with the hottest knowledge base around. Harness knowledge across every channel, and deliver the right answers anywhere and everywhere your customers want to do business. In this session, you’ll be among the first to see Salesforce CRM’s newly released knowledge base!


7:30 A.M. – 8:30 A.M. SOUTH 103Hands-On: Building Reports to Analyze Agent ProductivityLevel: Beginner Looking to make your call center more efficient while also achieving the highest levels of customer satisfaction? Reports are an easy way to gain visibility into critical target areas. In this session, you’ll get hands-on practice building reports to measure key metrics for agent productivity.

7:30 A.M. – 8:30 A.M. SOUTH 102Hands-On: Knockin’ Knowledge out of the Park Note: This session is also offered on Thursday at 1:30 p.m.Level: Intermediate Knowledge is the foundation of all support channels. In this hands-on training session, you’ll learn how to take advantage of all the latest Salesforce CRM knowledge base features to improve your organization from the ground up.

7:30 A.M. – 8:30 A.M. NORTH 130Self-Service: Build a Community, Thrill Customers, and Drive Down Service CostsLevel: Intermediate With the right online experience, everyone wins. Customers get real-time answers to their problems while you reduce your call volume. This fascinating session will showcase implementations of Salesforce CRM’s customer portal, ideas community, and knowledge base. Learn how you can make self-service a destination, and watch loyalty go up while your service costs go down.Speaker: Leslie Kleitman, BigMachines Inc.; Bob Oelschlager, Perceptive Software, Inc.

7:30 A.M. – 8:30 A.M. NORTH 121/122The Service Cloud Road Map: What’s Next? Note: This session is also offered on Friday at 11:30 a.m.Level: All Come hear our product management team outline what’s planned for upcoming releases of the Service Cloud. Get the insider’s view on cutting-edge features, so you can plan ways to make your contact center the hottest game in town.Speaker: Larry Robinson, salesforce.com, inc.

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11:30 A.M. – 12:30 P.M. SOUTH 103Hands-On: Building Dashboards to Drive Agent ProductivityLevel: Beginner Boost the effectiveness and impact of your critical business metrics. Learn to accurately measure and communicate how your agents are doing by creating dashboards. This hands-on training session offers practice in building dashboards to gain visibility into critical target areas and communicate key metrics for agent productivity.

11:30 A.M. – 12:30 P.M. NORTH 121/122Insight into Action: Optimize Service in Real Time for Winning ResultsLevel: Intermediate How important is customer service to brand impression and loyalty for your business? The answer is absolutely critical, with 85% of all customers basing customer loyalty on their agent interactions and 63% considering taking their business elsewhere after a single bad customer service experience. Come learn how companies are leveraging real-time analytics in the Service Cloud to understand their customers and take actionable insight that impacts their entire business.Speakers: David Corken, Cars.com; Vala Afshar, Enterasys Networks Inc.

11:30 A.M. – 12:30 P.M. NORTH 130Show Me the Money! Driving Revenue from Your Contact CenterLevel: All Is your telesales organization leaving money on the table? Are your frontline support agents missing golden opportunities to cross-sell and up-sell your customers? In this session, your peers will discuss the best practices they’re using in their contact centers to make dollars seemingly drop from the clouds.Speakers: Steve Smith, Saveology.com; Matt Hagey, TransUnion LLC

1:30 P.M. – 2:30 P.M. WEST MEZZANINE 270Develop in the Cloud for Mobile Field TeamsLevel: All Develop, deliver, and deploy mobile applications for sales, service, and maintenance staff to rapidly improve productivity and take advantage of every revenue-generating opportunity. Help mobile

teams access real-time business intelligence so they can focus on their customers, not their CRM app or connectivity. Learn about advances in mobile technology plus the best apps from the Motorola Cloud that increase mobile productivity.Speakers: John Eberly, IBM; John Pomerleau, Motorola Inc.; Shaun McInerney, Precisio Business Solutions; Dean Sanders, Zebra Technologies Corp.

1:30 P.M. – 2:30 P.M. SOUTH 103Hands-On: Knockin’ Knowledge out of the Park (REPEAT) Note: This session is also offered on Thursday at 7:30 a.m.Level: Intermediate Knowledge is the foundation of all support channels. In this hands-on training session, you’ll learn how to take advantage of all the latest Salesforce CRM knowledge base features to improve your organization from the ground up.

1:30 P.M. – 2:30 P.M. NORTH 123Run Your Entire Contact Center in the CloudLevel: All Cloud computing is dramatically changing the contact center industry while providing great agility and flexibility to business operations. Come find out how salesforce.com, AAA Ohio, and Expert Planet are running highly efficient contact centers with Contact Center in the Cloud platform from LiveOps and the Service Cloud from salesforce.com. And hear from leading analyst Sheila McGee-Smith about whether cloud computing is ready for the contact center.Speakers: Steven Sibulkin, Expert Planet; Sheila McGee-Smith, McGee-Smith Analytics, LLC; Jack Sands, Vforce

1:30 P.M. – 2:30 P.M. NORTH 121/122Running A World-Class B2C Call CenterLevel: Intermediate For B2C companies, delivering world-class customer service to thousands of customers is as important as ever in today’s economy. Salesforce.com customers will share hard-hitting metrics on agent productivity and customer satisfaction—and give you the full scoop on how they differentiate their brands through the ultimate customer experience.Speakers: Jane Hawn, Procter & Gamble; Roseamary Veazie, Procter & Gamble

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2:45 P.M. – 3:45 P.M. NORTH 120Combining Salesforce.com with inContact: the Leading SaaS Contact Center PlatformLevel: All The inContact solution is changing the way companies achieve contact center excellence by removing the barriers to let them measure, control, and improve each step of the customer experience. Join us to learn the benefits organizations are reaping by integrating salesforce.com’s Sales and Service Clouds with the inContact call center platform.Speakers: Matt Evans, Extra Space Storage Inc.; Chris Spear, Extra Space Storage Inc.; Paul Jarmin, inContact Inc

2:45 P.M. – 3:45 P.M. NORTH 121/122Roundtable with the Service Cloud ProsLevel: All Come armed with your toughest questions for salesforce.com’s in-house service and support experts. Learn best practices from salesforce.com employees who know the application inside and out, and discuss solutions to the most frequently asked questions by the Service Cloud community.Speakers: Peter Aubrey, salesforce.com; Chet Chauhan, salesforce.com; Marco Casalaina, salesforce.com; Jon Joseph, salesforce.com; Montu Mavi, salesforce.com; Mike Milburn, salesforce.com; Olivier Pin, salesforce.com

2:45 P.M. – 3:45 P.M. NORTH 133Why Collaboration Between Sales and Service Is Imperative in Today’s EconomyLevel: All Is poor internal communication leading to missed sales opportunities? Gain critical insight on how a 360-degree view of the customer can help you create a partnership between Sales and Service in your organization. This panel of sales and service leaders will share how a unified customer experience is helping their companies boost customer satisfaction, loyalty, and retention—and ultimately drive dollars to the top line.Speakers: Celia Heywood, First Data Merchant Services Corporation; Chris Jones, First Data Corporation Commercial Services; Jeremy Boiles, Stericycle, Inc.; Marshall Lager, Third Idea Consulting LLC; Peter Aubrey, salesforce.com

Friday, November 20

9:00 A.M. – 10: 00 A.M. SOUTH 103Hands-On: Get Your Service Cloud Ideas Up and Running in 60 MinutesLevel: Intermediate Change the game and make community a part of your name! Join this electrifying session to learn how to set up your own public ideas communities so that your customers feel they have a voice in the way you do business—all in 60 minutes or less!

9:00 A.M. – 10:00 A.M. NORTH 121/122One Year Later: The Benefits of Go-Live—What I Only Wish I Knew!Level: Beginner There’s no more exciting time for a company than finally going live with a new customer service solution. Listen to your peers define their experiences of go-live and share with you their lessons learned over the last year.Speakers: Karen Hollinger, AvalonBay Communities; Alnoor Ladak, Innovapost Inc.

9:00 A.M. – 10: 00 A.M. NORTH 123The Service Cloud for a Smaller Company: Where Do I Start?Level: Beginner Just starting out with the Service Cloud? Want to know the killer features that most users overlook? Need to make sure you start your service project on the best path for success? Join our Service Cloud customers and experts as they focus on the insights and lessons learned from the implementation of Salesforce CRM Service in small and mid sized companies.Speakers: Barry Sobel, Belnick Inc.; Elizabeth Marquardt, RealPage, Inc.; Andrea Miller, salesforce.com

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9:00 A.M. – 10: 00 A.M. NORTH 130What’s Cooking in the Service DeskLevel: All Attention IT top chefs: Join salesforce.com in an exploration of best practices and success recipes for your help desk. The alphabet soup du jour includes ITIL, KCS, and CMDB with a dash of partner solutions and a sprinkling of real-world testimonials. Prepare to dish out world-class service to your most valuable asset—your employees!Speakers: David Schild, Phoenix Technologies Ltd.; Amanda Roberts, Stone Cobra

10:15 A.M. – 11:15 A.M. SOUTH 103Hands-On: Launch Your Customer Portal in 60 MinutesLevel: Advanced Build your customer community and enable self-service with the Service Cloud customer portal. It’s as easy as 1-2-3. Learn firsthand how to create and brand your customer portal, set up a branded URL with Force.com sites, and provide your customers with timely answers using Salesforce CRM’s knowledge base.

10:15 A.M. – 11:15 A.M. NORTH 130The Top 10 Critical Service Metrics You Need to KnowLevel: All Drivers, start your engines! You’ve got your hands on the wheel, but the only way to get from 0 to 60 is to have your eyes on the dashboard. Visibility is as critical for your agents as it is for management. We’ll start this session with the top 10 service metrics you need to know, followed by real-life examples your peers are using today. We’ll help you cruise your way to the winner’s circle.Speakers: Michael Strasia, Maxwell Systems, Inc.; Andre Ramsarran, salesforce.com

10:15 A.M. – 11:15 A.M. NORTH 121/122Tips and Tricks: Getting Started with the Service CloudLevel: Beginner Successful service starts here. Join us to hear Salesforce.com Consulting share the top seven tips and the four pitfalls to avoid in making your Service Cloud deployment a success. Although it’s fun to learn on the job, this is your chance to sit back, relax, and enjoy a ride on our coattails!Speakers: Kimberly Jansen, Misys International Banking Systems; Mike Tacconi, Pentair Water Pool and Spa

11:30 A.M. – 12:30 P.M. NORTH 130How Salesforce.com Uses the Service Cloud: Reinventing Self-ServiceLevel: All Salesforce.com’s in-house customer support organization is taking advantage of the Service Cloud to reinvent the online customer experience. The secret to the sauce—personalized, consistent, and quick access to knowledge, help, training, and community. See how you can leverage our unique model to make self-service your customers’ preferred support channel.

11:30 A.M. – 12:30 P.M. NORTH 121/122The Service Cloud Road Map: What’s Next? (REPEAT) Note: This session is also offered on Thursday at 7:30 a.m.Level: All Come hear our product management team outline what’s planned for upcoming releases of the Service Cloud. Get the insider’s view on cutting-edge features, so you can plan ways to make your contact center the hottest game in town.Speaker: Larry Robinson, salesforce.com

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LearnTracks & Sessions | Service / Marketing


RELATED SESSIONS BY TRACKMove your service delivery to the cloud and capture the latest innovations to create customers for life.

Breaking the Mold: Transform the Customer Service Experience in the CloudTrack: Financial Services Wednesday, November 18

Establishing Innovation Management Governance and a FrameworkTrack: Large Enterprises Wednesday, November 18

Improve the Health of Your Business by Becoming Service-OrientedTrack: Healthcare & Life Sciences Wednesday, November 18

Capture Customer Insights Through Community DiscussionsTrack: Marketing Thursday, November 19

Online Community Powered by Salesforce.comTrack: Marketing Thursday, November 19

Rethinking Customer Service in the Media and Communications IndustryTrack: Media & Communications Thursday, November 19

Using the Service Cloud for the EnterpriseTrack: Large Enterprises Thursday, November 19

Got KCS? Delivering a Knowledge-Centered Support Model for High-Tech CustomersTrack: High Tech Friday, November 20

Quickly Deploy Web 2.0 Sites and Portals for Customers and PartnersTrack: Financial Services Friday, November 20

MARkETINg

Track Description: Are you a marketing manager or executive looking to master the Sales Cloud’s marketing capabilities to improve lead generation, campaign management, and overall marketing processes? From basic concepts to advanced implementations, this track will give you actionable tips and tricks to make your marketing more effective and more impactful.

Key Take-aways: Salesforce.com customers and experts will pass along best practices for lead generation, campaign management, Web site optimization, content development, community building, social marketing, and marketing analytics. Walk away with new ways to use the Sales Cloud for marketing automation, search engine marketing, and content management—to drive greater revenue for your company.


11:45 A.M. – 12:45 P.M. SOUTH 102Hands-On: Building Reports to Analyze ROILevel: Beginner Good marketing requires good measurement. And reports are an easy way to get the marketing intelligence you crave. This session includes hands-on training and sought-after best practices for building reports to capture popular marketing analytics.

11:45 A.M. – 12:45 P.M. NORTH 130Lead Management 101: Qualifying, Scoring, and Routing Your Leads for SuccessLevel: All Do you need to convert more leads to fill the sales funnel? Are you making the most of salesforce.com’s lead-management capabilities? Join us for a session that covers lead-management basics, including lead business processes, techniques for Web capture, lead routing, lead scoring, and conversion. Then hear how experts are using salesforce.com to generate better leads.Speakers: Sylvia Gudat, Citrix Systems Inc.; Stuart Robertson, ShareBuilder Corporation 401K; Tad Travis, salesforce.com

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LearnTracks & Sessions | Marketing

11:45 A.M. – 12:45 P.M. NORTH 131Search Engine Marketing JunkiesLevel: Intermediate You’re driving targeted traffic to your Web site. You’re turning those visitors into leads and customers and measuring what’s working with Salesforce CRM. So what’s next? Join us and learn from a panel of B2B search engine marketing junkies how to take your search marketing to the next level, including SEM tips and tricks, landing page strategies, Web site analytics, and more.Speakers: Terry Whalen, CPC Search; Jason Stewart, Demandbase Inc.; Howard Brown, Demand Results, LLC; Sean Whiteley, salesforce.com

2:15 P.M. – 3:15 P.M. NORTH 124A Marketer’s Tale: Top Challenges Solved with Marketing AutomationLevel: All The world of marketing has changed and now buyers are often in control. Innovative marketers must change their approach to understanding buyers and their digital body language via new technologies like marketing automation. Hear a panel of marketing innovators share best practices and techniques to increase marketing ROI, align marketing and sales, and accelerate lead generation. Every attendee receives a copy of “Digital Body Language” by Steven Woods, CTO of Eloqua.Speaker: Steve Woods, Eloqua Corporation

2:15 P.M. – 3:15 P.M. NORTH 134Delivering B2B Marketing Excellence in a Socially Connected WorldLevel: All Business marketers need better ways to reach their target audience and measure marketing results in a world where business decision-makers are turning to online communities and social networks for information, best practices, and professional interactions. Hear how top marketers succeed in this Web 2.0 world by understanding their target audience’s willingness to engage socially, formulating a social strategy based on business outcomes, and applying the right technology to achieve measurable results. Laura Ramos, vice president and research analyst at Forrester, will share her insights.Speakers: Laura Ramos, Forrester Research, Inc.; Chuck Ganapathi, salesforce.com

2:15 P.M. – 3:15 P.M. SOUTH 102Hands-On: Building Dashboards to Drive ROILevel: Beginner Great data is important. Natch! But communicating that data clearly is just as important. Join us to get hands on with dashboards and learn how to communicate marketing analytics to improve team performance, maintain clean data, and keep the entire organization up to date.

2:15 P.M. – 3:15 P.M. NORTH 131Master Your Content Library: Maximize Your Messaging ImpactLevel: Intermediate Join us to hear a panel of customers (including salesforce.com) share tips on using Salesforce CRM’s integrated content library to streamline content delivery, accelerate sales cycles, and leverage corporate wisdom by bringing the most valuable content to the top. We’ll have best practices galore to share along with a lively Q&A.Speakers: John Almeida, Fidelity Human Resources Services Company; Chris Luvara, Intacct Corp.; Alexis Jacobson, Seagate Technology LLC; Kyle McCauley, salesforce.com

3:30 P.M. – 4:30 P.M. NORTH 131Getting Started with Salesforce CRM and Google AdWordsLevel: Beginner Drive relevant traffic to your Web site using Google AdWords—then turn those visitors into leads and customers. See what’s working and what isn’t. In this session, we’ll cover how to get started, SEM basics, Web site basics, and tracking ROI with Salesforce CRM and Google AdWords.Speaker: Sean Whiteley, salesforce.com

3:30 P.M. – 4:30 P.M. WEST MEZZANINE 250Using Lead Nurturing and Scoring to Deliver More and Higher-Quality Sales LeadsLevel: All Join this session to learn how to use lead scoring to identify and prioritize sales-ready leads. And, learn how to use lead nurturing to establish a relationship with prospects that are not sales ready. Our panel of marketing experts will share hands-on techniques you can use immediately and advanced techniques that incorporate automation, behavioral tracking, and drip marketing

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campaigns to increase lead quality and volume. Plus, all attendees will receive a copy of “The Definitive Guide to Lead Nurturing,” a Marketo workbook.Speakers: Emily Salus, CollabNet, Inc.; Jon Miller, Marketo

4:45 P.M. – 5:45 P.M. NORTH 131Advanced Campaign Management: Lead Nurturing and Campaign ROILevel: Advanced Do you wish you could automatically follow up with leads on the basis of their behavior and track pipeline and revenue against your efforts? In this session, you’ll learn more about salesforce.com’s lead nurturing and campaign ROI functionality, and you’ll walk away with practical tips on how to build automation and measure results to improve your marketing effectiveness.Speakers: Jason Stewart, Demandbase Inc.; John Kucera, salesforce.com

4:45 P.M. – 5:45 P.M. NORTH 133Getting Started Managing Multichannel CampaignsLevel: Beginner Do you know what tactics and programs produce the highest-quality leads for your sales organization? Get ready to take your campaign creation and management skills to the next level. This session features the latest best practices and trends on structuring and creating campaigns along with tips on how to get the most out of your campaign reports.Speakers: Kirk Crenshaw, Appirio; Carlo Saggese, Vistage International; Pat Cameron, salesforce.com


7:30 A.M. – 8:30 A.M. NORTH 131Capture Customer Insights Through Community DiscussionsLevel: Intermediate Online communities shape brand perceptions and let you form deeper connections with customers. They can also be instrumental in increasing organic Web traffic, generating leads, and uncovering new sales opportunities. Hear how other customers are leveraging this exciting new app as a central part of their social media marketing strategy.Speakers: John Reagan, FICO; Nancy Richardson, Starbucks; Nori Yoshida, salesforce.com

7:30 A.M. – 8:30 A.M. NORTH 134How Salesforce.com Uses Salesforce CRM for Marketing Excellence Note: This session is also offered on Friday at 11:30 a.m.Level: All At salesforce.com, we’ve adopted an airtight set of best practices from thousands of marketing organizations around the world. Join us as we share these secrets to help boost your marketing efforts to support core branding and messaging.Speaker: Wendy Cismoski, salesforce.com

11:30 A.M. – 12:30 P.M. NORTH 134Setting Your Social Media StrategyLevel: Intermediate Many of the most forward looking companies are having phenomenal success marketing to customers through social media channels. By engaging in the conversation on Twitter, distributing video on YouTube, and forming groups on sites like Facebook, they are creating massive amounts of brand awareness and turning customers into evangelists. Come discover how you can use these new media to grow your business and what guidelines you need to put in place for your employees.Speakers: Vida Killian, Dell, Inc.; Jamie Grenney, salesforce.com

11:30 A.M. – 12:30 P.M. WEST MEZZANINE 250Strategic Marketing Automation: Understanding and Managing B2B Buyer DialoguesLevel: All Today’s B2B marketing organizations can act as the single point of contact for engaging with, managing, and providing continuity in pre-sale dialogues with buyers. In the process, marketing automation becomes a more strategic piece of an holistic CRM infrastructure. Join Silverpop to learn how B2B marketing must change to take advantage of this opportunity and find new levels of success with demand generation. Plus, learn more about the implications that will shape organizations’ approaches to marketing technology and corporate CRM infrastructure.Speakers: Carlos Hidalgo, The Annuitas Group; Adam Needles, Silverpop Systems Inc.

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11:30 A.M. – 12:30 P.M. NORTH 131The Secrets to Email Marketing Success: Marketing PanelLevel: Beginner Don’t waste your marketing dollars—or your credibility—on email campaigns that don’t produce results. Our panel of email marketing experts shares the secrets of success and answers your questions on list-building techniques and email marketing. Hear the latest trends, evolving opinions, and newest strategies—and take home tips for improving your email response rates today!Speakers: Terry Sydoryk, ActiveConversion; Brian Vass, Sant Corporation; Wouter Hoeberechts, WorldMedAssist LLC; Shinn Chen, salesforce.com; Robin Daniels, salesforce.com; Rasmus Mencke, salesforce.com

1:30 P.M. – 2:30 P.M. NORTH 131Getting Started with Reports and DashboardsLevel: Beginner What good is marketing without measurements? It’s easy to create reports and dashboards to get the marketing intelligence you crave. Join us to learn best practices for capturing popular marketing analytics in easy-to-use reports and dashboards.Speakers: Rebecca Sharpe, Salary.com Inc.; Ashley Landry, SunGard Data Systems Inc.; Leahanne Merritt, salesforce.com; Jeffry Mummert, salesforce.com

1:30 P.M. – 2:30 P.M. NORTH 134Keeping Sales on Message with an Integrated Content LibraryLevel: Beginner What if all your sales reps were always on message and using your latest sales presentations? Imagine never getting another phone call asking for the latest datasheet or price list. What if you knew exactly which of the sales tools you created were used most often and were most valuable to the field? Join us to learn how to make these dreams a reality with the Sales Cloud’s integrated content library.Speakers: Tim Jock, Ciena Corporation; Randy Klingner, Hollister Incorporated; Gary Vastola, Xerox Corporation; Gregg Johnson, salesforce.com

2:45 P.M. – 3:45 P.M. NORTH 134Build Custom Landing Pages with Force.com SitesLevel: All Using Force.com sites, you can now build your own microsites and landing pages on the Force.com platform. These new pages let you track Web traffic and capture leads more easily than ever. Join us to learn best practices from customers who have increased their Web-to-lead conversion using sites. We’ll also show you how to use Force.com Labs’ CMSForce to build Web sites and landing pages in minutes, so you can turn your Web site into an automated lead-capture machine.Speakers: Darren Murray, Promethean; Jeff Guthier, ServoTerra; David Van Puyvelde, salesforce.com

2:45 P.M. – 3:45 P.M. SOUTH 102Hands-On: Building an Automated Drip CampaignLevel: Intermediate Learn to create sophisticated and automated multiwave campaigns. In this hands-on session, we’ll show you how to send email alerts and track status based on prospect behavior or attribute, nurture leads with multiwave drip campaign logic, and manage marketing offers and events.

2:45 P.M. – 3:45 P.M. NORTH 131Online Community Powered by Salesforce.comLevel: Intermediate Today you use salesforce.com for sales, marketing, and customer support, but what if you could use it to power your online community? This session shows how we’ve built and evolved our community Web site to connect customers, provide self-service tools, and drive innovation. You’ll walk away with best practices for how to set up a community site plus the know-how to increase customer loyalty and measurable results.Speakers: Jamie Grenney, salesforce.com; Erica Kuhl, salesforce.com

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Friday, November 20

9:00 A.M. – 10: 00 A.M. NORTH 131Moving Beyond Standard Reports and DashboardsLevel: Intermediate Ready to go beyond basic reporting functionality? We have the tips and tools you need! In this session, we’ll cover custom report types, Query Amp, and the Excel connector. Join us to hear about real-life customer implementations, partnerships, and mashboards.Speakers: Keith Nichols, Shaw Industries Group, Inc.; Ingo Fochler, The New York Times Regional Newspaper Group; Tamer Farag, salesforce.com

10:15 A.M. – 11:15 A.M. NORTH 131Cleaner Data, Higher Adoption, Better LeadsLevel: Beginner How accurate is your business data? Do you have duplicate records? Keeping data clean and relevant for your users is no small task. Join us for a session dedicated to data cleansing and de-duplication, and learn techniques for better managing your data. We’ll focus on Excel and file import, Web-to-lead, de-duplication, and lead scoring with formula fields. Take home all the methods, tools, and best practices you need!Speakers: Paul Young, Commvault Systems; Deb Weller, Isilon Systems Inc.; Kirti Patel, salesforce.com

11:30 A.M. – 12:30 P.M. NORTH 134How Salesforce.com Uses Salesforce CRM for Marketing Excellence (REPEAT) Note: This session is also offered on Thursday at 7:30 a.m.Level: All At salesforce.com, we’ve adopted an airtight set of best practices from thousands of marketing organizations around the world. Join us as we share these secrets to help boost your marketing efforts to support core branding and messaging.Speaker: Wendy Cismoski, salesforce.com

11:30 A.M. – 12:30 P.M. ESPLANADE 300Using Twitter Effectively for Marketing and SalesLevel: Beginner There are more than 250,000 registered users of Twitter, but what does that mean for you? Can Twitter really help you achieve your marketing and sales goals, or is it just a distraction? Join us to learn how leading brands are using Twitter as part of their marketing mix and to see new tools from salesforce.com that can help you integrate Twitter with your sales and marketing efforts.Speakers: Porter Gale, Virgin America; Tricia Gellman, salesforce.com; Rasmus Mencke, salesforce.com

11:30 A.M. – 12:30 P.M. NORTH 131Your Web Site: Mastering Your DomainLevel: Intermediate Your Web site shapes how prospects and customers view your business and can be an outstanding lead-generation machine. Learn how to use your Web site and Force.com sites to convey your message, funnel visitor behavior, and convert anonymous visitors into leads. You’ll take home best practices for content, site analytics, and CRM integration that will improve your business.Speakers: Adam Greco, salesforce.com; Scott Jorgensen, salesforce.com; Chander Matrubhutam, salesforce.com

TIP: Don’t forget to schedule a free SuccessTeam1:1 Clinic in the Salesforce.com Campground

Presented by: Charlotte Liu Moody’s Analytics – Product Manager

Brian Marchand Fujitsu America SaaS Practice – Practice Director

Track: Partner Track Session

Enter to win a Fujitsu U820mini note-book at the booth!

Visit the Fujitsu booth for live demonstrations of• Integrated Service and Support Solutions• Vertical SFA Solutions• Business Process Discovery and Integration Solutions

“Today’s Forecast: Enterprise Order Management in the Cloud”

Moody’s and Fujitsu Present:

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LearnTracks & Sessions | Administrators


ADMINISTRAToRS

Track Description: Calling all administrators! Let Dreamforce be your playground. This action-packed track is designed for admins of all levels who are looking to bring value back to their companies by increasing their knowledge, learning best practices, and gathering new ideas on how to better leverage Salesforce CRM.

Key Take-aways: Admins in this track will leave with a clear understanding of the role of a system administrator and how to position themselves for success and growth. Pick up new skills and knowledge to apply immediately on the job to become more effective: best practices, pitfalls to avoid, and actionable ideas to improve how your company uses the Sales & Service Clouds.


11:45 A.M. – 12:45 P.M. SOUTH 103Hands-On: Have It Your Way—Customize Your Org to Fit Your Business Note: This session is also offered on Friday at 11:30 a.m.Level: Beginner When you sign on with Salesforce CRM, it’s ready to use as is. But you can also easily modify it so it’s a good fit for your users. Learn how to configure Salesforce CRM to suit your business needs, including how to customize fields, page layouts, and reports.

11:45 A.M. – 12:45 P.M. ESPLANADE 304Stay in Sync with Connectors for Outlook and Lotus NotesLevel: Beginner Want to make your users more productive and preserve data quality at the same time? The salesforce.com connectors for Microsoft Outlook and Lotus Notes are standard plug-ins that let users easily interact with salesforce.com from their familiar Outlook or Notes interfaces. Join us to learn connector best practices for planning, designing, and deploying to users;

recommendations for ongoing support and administration; and handy tricks to enhance your implementation. Plus, we’ll have a road-map update from the product manager.Speakers: Sheeky Kaulthar, Thomson Reuters Markets; Shelley Lapcevic, salesforce.com; Blake Markham, salesforce.com, Jeremy Silver, salesforce.com

11:45 A.M. – 12:45 P.M. ESPLANADE 306The Cardinal Rules of User AdoptionLevel: Intermediate The most successful Salesforce CRM implementations are those that people actually use. This session looks at how to identify the root causes of slow user adoption so you can proactively manage them. Learn how other customers have successfully addressed adoption issues by focusing on user perceptions, communications, tracking and managing usage, and incentives and penalties.Speakers: Matt Williamson, Bronto Software Inc.; John McGuigan, Fiberlink Communications Corp.

2:15 P.M. – 3:15 P.M. ESPLANADE 306360° Integration: “The Essentials” SessionLevel: Intermediate Want to know how and where to integrate—and why you should? Most companies have tons of data locked inside legacy and siloed applications. Making this data available to customer-facing employees can have a tremendous effect on the quality of customer interactions and user adoption. If you’re not sure how to approach integration or what your options are, this session is your golden ticket. Join us to learn what other customers have done, their lessons learned and most common integration solutions, and how to successfully use both in your business.Speakers: Larry Hall, Cars.com; Tom Fox, Global Futures & Forex LTD; Mark Litherland, Grizzard Communications Group, Inc.; Megan Chappell, Cars.com

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2:15 P.M. – 3:15 P.M. ESPLANADE 304Analytic Basics: Reports and DashboardsLevel: Beginner Being able to easily access useful, timely information is one of the most important values a centralized system can provide for you and your business. This session will cover the basics of reports and dashboards, including how to set up and manage them, tips and tricks, and admin best practices.Speakers: Matt Evans, Extra Space Storage Inc.; Julia Napolitano, Manpower Inc.

2:15 P.M. – 3:15 P.M. SOUTH 103Hands-On: Giving the Right People the Right InformationLevel: Beginner As a new administrator, your first job is making sure that users are entered into Salesforce CRM and have access to the right data. Learn how to set up and configure user access, assign a set of permissions to users, define basic access, and build the structure that determines what users can see and report on across the organization.

3:30 P.M. – 4:30 P.M. ESPLANADE 306Admin-Built Apps: How to Become a HeroLevel: Intermediate Learn how easy it is to become a hero to your organization. In this session, you’ll learn from customers that have built custom applications to address critical business needs. They’ll share lessons learned, tips and tricks, and how they took advantage of the Force.com platform to develop apps 5 times faster—without any development background.Speakers: Scott Rames, Dimension Data Plc.; Susan Gingrich, ReadyTalk; Nancye Michaelian, salesforce.com

3:30 P.M. – 4:30 P.M. SOUTH 104Hands-On: Pulling It All Together with Custom Report TypesLevel: Intermediate Get your hands on custom report types and learn how to define report criteria from which users can run and create custom reports. With custom report types, users can create reports from predefined standard and custom objects, object relationships, and standard and custom fields that you specify. Sound like just what you need? Join us to learn more!

3:30 P.M. – 4:30 P.M. ESPLANADE 308Introduction to Force.com Pages and Force.com CodeLevel: Advanced Join us for a fact-filled session and get the answers to these questions: What is it? How does it work? How can I use it? Who can do it? How do I learn more?Speakers: Shannon Schupbach, salesforce.com; Paul Underbrink, salesforce.com

3:30 P.M. – 4:30 P.M. NORTH 123Salesforce.com as the Company Portal: Incorporating Multiple Data Sources and BILevel: All What’s preventing you from establishing salesforce.com as your company sales portal? Is it because your sales reps need to find invoicing and A/R history in a separate application? Does your sales management team need to view analytics in a separate business intelligence (BI) tool? Join IBM to learn how Synarc has integrated its back-end data and BI into accounts and opportunities screens, establishing salesforce.com as the corporate sales portal.Speaker: Gordon Petrie, Synarc Inc.

3:30 P.M. – 4:30 P.M. ESPLANADE 304Top 10 Things Your Users Want (Though They Might Not Know It)Level: Beginner If you don’t listen to the needs of your end users during your initial system design, you can bet you’ll hear about them after you’ve deployed. How’s that for bad timing? Join us to learn the best ways to capture requirements from your end users and executives. Hear directly from our panel of customers and Salesforce CRM experts, and take home advice that will ensure you deliver what they need during either your initial deployment or a scheduled release.Speakers: Kim Stites, Amazon.com; Regan Leopold, Lincoln National Corporation; Mike Demko, Sterling Commerce, Inc.; Katherine Carignan, SunTrust Banks, Inc.

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4:45 P.M. – 5:45 P.M. ESPLANADE 308A Brave New World: Think and Act GloballyLevel: Advanced Technology has made the world smaller. In today’s economy, any business can compete on a global scale. That’s why Salesforce CRM comes equipped with sophisticated international and multilanguage functionality. Learn how to take on technical challenges like multiple currencies and languages as well as some less obvious dilemmas, including local application support, local laws and customs, and budgeting and politics.Speakers: Jeff Wiessler, Avaya Inc.; Ryan Worobel, Dell, Inc.

4:45 P.M. – 5:45 P.M. ESPLANADE 304If You Train Them, They Will LearnLevel: Beginner The greatest systems in the world are only as good as the people using them. Educating your users on how to use what you’ve deployed, what’s expected of them, and how to be proficient is one of the most important—and most overlooked—areas of an implementation. This session features in-depth content from hard-hitting experts on how to create a training plan that ensures you have the skills to be successful.Speakers: Mark Goodman, Citrix Systems Inc.; Britt Kopping, Genentech Inc.; Andi Michaels, salesforce.com; Bhavini Worah, salesforce.com

4:45 P.M. – 5:45 P.M. ESPLANADE 306Jack Be Nimble: Master Process Automation with Salesforce CRMLevel: Intermediate Automated processes take less time, ensure consistency, and ultimately save your company money. Learn how to use native features and functionality in Salesforce CRM to create, manage, and automate your key business processes. See a demo of an automated business process, and gain insight into tips and tricks for configuring and managing these tools.Speakers: Mark Silber, Qualcomm Inc.; Tiffany Caruthers, salesforce.com; Varadarajan Rajaram, salesforce.com

4:45 P.M. – 5:45 P.M. ESPLANADE 310The Self-Healing Database: Advanced Data Quality for Busy AdministratorsLevel: All By automating mundane data processes such as data de-duplication and data normalization, salesforce.com administrators can significantly increase data quality and reduce administrative time. Join this session to learn how a salesforce.com super-user maximized the real-time and batch capabilities of CRMfusion’s DemandTools, DupeBlocker, and PeopleImport. Plus, we’ll preview some upcoming real-time technologies.


7:30 A.M. – 8:30 A.M. ESPLANADE 304Eureka: Data NirvanaLevel: Beginner One of the most consistent challenges salesforce.com customers face is data quality, a problem for any system that has multiple people accessing and updating information. Fortunately, a number of tools, best practices, and lessons learned can help you successfully manage this area of your implementation. Join us to learn how.Speakers: Suzanne Serwe, Brady Corporation; Tracy Johnston, Freeman; Erik Karlberg, salesforce.com

7:30 A.M. – 8:30 A.M. ESPLANADE 306Managing Change: How to Win Friends and Influence PeopleLevel: Intermediate Change is constant, but it can create concerns and even fear in the individuals affected by it. In this session, learn how your peers have built support and momentum for implementations: managing up to ensure sponsorship and managing down and across to ensure buy-in from user communities—all while keeping the ship going full-steam ahead.Speakers: Joe Harris, Beazer Homes; Laura Hendrix, Freeman; Jennifer Olaru, salesforce.com

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7:30 A.M. – 8:30 A.M. ESPLANADE 308Time-Savers: Tips for Enhancing Productivity and Efficiency in Salesforce CRMLevel: Advanced Need new ideas for making your users more productive? This session will equip you with examples, tips and tricks, and a bunch of great ideas for taking your productivity to the next level.Speakers: Matt Dickerson, SIRVA Worldwide Inc.; Greg Curgenven, salesforce.com

11:30 A.M. – 12:30 P.M. ESPLANADE 306Define Your Portal StrategyLevel: Intermediate Companies implement portals to attract, engage, convert, and retain customers. Increasing top-line revenue is usually the primary driver; customer satisfaction and lowering the cost of support are other important goals. Attend this session and learn how to make your portal project a success with Salesforce CRM!Speakers: Denise Jackson, Medical Research Consultants LLC; Stephen Goldberg, Red Hat Inc.

11:30 A.M. – 12:30 P.M. ESPLANADE 304What’s in Your Tool Belt?Level: Beginner Managing Salesforce CRM is like being a handyman. Jobs can be large or small; visible or behind the scenes; and many require special equipment for detailed work. Learn from a panel of experienced admins what tools they use on a daily basis and how you can apply them effectively in your deployment.Speakers: John Johnson, ASCAP: The American Society of Composers, Authors and Publishers; Courtney House, Egencia; Geordie Hess, Sprint Nextel Corporation; Meg Sheridan, SunTrust Banks Inc.; Julie Myres Vistage International; Shelley Lapcevic, salesforce.com

1:30 P.M. – 2:30 P.M. ESPLANADE 306Formula MagicLevel: Intermediate Why use validation rules? What are the benefits of calculated fields and roll-up summary fields? Have you thought about cross-object formula fields? If you’re interested in learning how these tools will add some “magic” to your deployment and help

your users be more productive, efficient, and process-oriented, this session is for you. We’ll answer these questions with examples, best practices, and firsthand knowledge!Speakers: Jason Ogilvie, Alliant Technologies Incv; Darren Kemp, salesforce.com; Xabier Ormazabal, salesforce.com

1:30 P.M. – 2:30 P.M. ESPLANADE 304Free and Cheap: Finding Value in a Down EconomyLevel: Intermediate Times like these challenge us to find creative new ways to do more with less. Fortunately, a variety of inexpensive and free productivity tools and applications is available on the AppExchange. Join us to learn about some great value-add apps, best practices on finding and deploying them, and the value other customers have recognized.Speakers: Paul Young, Commvault Systems; Carol Sullivan, Elluminate Inc.; Steve Molis, Epsilon

2:45 P.M. – 3:45 P.M. ESPLANADE 306Engaging Effectively with Social Networks Using Salesforce.comLevel: Advanced Companies participate in social networking to generate brand awareness and create a viral effect when clients or prospects recommend their products. In this session, we’ll discuss social networking rules of engagement and look at how salesforce.com can help you embrace this new channel.Speakers: Fernando Obregon Almazan, salesforce.com; Jonathan Hersh, salesforce.com; Lorena Vales, salesforce.com

2:45 P.M. – 3:45 P.M. SOUTH 103Hands-On: Preserving Data Quality with Data Validation and FormulasLevel: Intermediate Don’t let dirty data get in the way of your success. This hands-on session will give you practice applying powerful capabilities such as validation rules and formula fields to help your users be more productive and efficient and to input higher-quality data from the start.

TIP: Got a great idea? Visit the IdeaExchange live in the Salesforce.com Campground.

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2:45 P.M. – 3:45 P.M. ESPLANADE 308Tips and Tricks for Release ManagementLevel: Advanced Developing and managing complex applications with highly customized logic and user interfaces requires more than a “configure on-the-fly” approach in a single environment. You need a designated development area, robust testing practices, and a release strategy to optimize your team’s performance and minimize the impact to end users. Join us to learn how to leverage sandbox environments, which tools can migrate changes, and best-of-the-best practices for release management.Speakers: Erica Bell, Dell Inc.; Chris Mendler, Red Hat Inc.

Friday, November 20

9:00 A.M. – 10: 00 A.M. ESPLANADE 304Certification Station: Free Certification PrepLevel: Beginner Thinking about getting salesforce.com certified? Already signed up for the exam and need help preparing? Then what would you say to a free training session? In this can’t-miss session, you’ll learn about the certification process, how to prepare for the exam, and get a chance to review key materials with our experts.Speakers: Christina Major, salesforce.com; Jay Mulder, salesforce.com

9:00 A.M. – 10:00 A.M. SOUTH 102Hands-On: Advanced Reports You Can Count OnLevel: Advanced Push your reporting to the limit as you learn to create mathematical formulas to aggregate and perform calculations on raw data within Salesforce CRM and avoid exporting to spreadsheets for detailed calculations. Quickly calculate win rates, coverage ratios, actual vs. goal comparisons, and more. It’s amazing!

9:00 A.M. – 10: 00 A.M. ESPLANADE 306Unlock Your Data with Advanced AnalyticsLevel: Intermediate Looking for ways to further unlock the data in your system or meet complex reporting requests? Then join us for this session where you’ll learn how best to leverage report formulas, analytic snapshots, and custom report types—plus when to use certain types of reports or dashboard elements.Speakers: Maria Santos, Sterling Commerce, Inc.; Leahanne Merritt, salesforce.com; Amy Mildren, salesforce.com

10:15 A.M. – 11:15 A.M. ESPLANADE 308Evolution of an AdminLevel: Beginner Being a system admin may be just part of your overall job—or maybe it requires 100% of your time. Either way, there are plenty of ways to use this role to develop your skill set and your career. Join us to learn from a panel of other admins how they’ve evolved their careers by leveraging their system admin responsibilities.Speakers: Jay Kilian, Granicus, Inc.; Kim Wallins, Hire On-Demand; Alex de Santiago, Informa plc; Katie Cole, Thomson Reuters Healthcare

10:15 A.M. – 11:15 A.M. SOUTH 102Hands-On: What is New in Winter ’10Level: Intermediate Are you an administrator looking to get the most out of the latest and greatest salesforce.com has to offer? Join us for hands-on training with the newest administration features from the Winter ’10 release. Get involved!

10:15 A.M. – 11:15 A.M. ESPLANADE 304How Salesforce.com Manages CRM and Platform ChangeLevel: All Managing an enterprise system—no matter the size of your deployment—is a significant undertaking. Good news: We’ve had time to perfect our use of the system because our entire business runs on Salesforce CRM! Let us share what we’ve learned by using best practices for change management and feature requests.Speakers: Drew Alexander, salesforce.com; John Beattie, salesforce.com; Randy Edgar, salesforce.com

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10:15 A.M. – 11:15 A.M. ESPLANADE 306Optimizing Salesforce CRM: Consultant for a DayLevel: Intermediate Ensuring that business processes are clearly defined, documented, and optimized is the first key step in a successful implementation. Whether you’re just getting started, looking to bring on a new team, or interested in reviewing an existing implementation, our services experts can help you understand how to run a successful business process review (BPR) session on which to base a successful implementation.Speakers: Chris Cuicani, Baxter Canada; Gina Marquez, Intellidot Corp.

10:15 A.M. – 11:15 A.M. ESPLANADE 310Platform Road Map: Administrator Tools of the FutureLevel: Advanced The Force.com platform is the engine that supports all your configuration, customization, and integration needs. Be the first to find out where the platform is headed in this sneak peek at future products and features. Get the scoop on salesforce.com’s vision for advanced customization, app building, and administration capabilities that will help you automate your other business processes using Force.com. This session includes a mix of vision slides plus a healthy dose of live current and future product demos.Speakers: Patricia Orr, salesforce.com; Mary Scotton, salesforce.com; Adam Torman, salesforce.com

11:30 A.M. – 12:30 P.M. ESPLANADE 306Analytics Road MapLevel: Intermediate What’s in store for Salesforce CRM analytics and reporting? Come hear our product management team outline what’s planned for upcoming releases of analytics in the cloud. Get the insider’s view to cutting-edge features, so you can plan how to get even more insight into your business using analytics and reporting.Speakers: Leo Tenenblat, salesforce.com; Thomas Tobin, salesforce.com

11:30 A.M. – 12:30 P.M. SOUTH 102Hands-On: Have It Your Way—Customize Your Org to Fit Your Business (REPEAT) Note: This session is also offered on Wednesday at 11:45 a.m.Level: Beginner When you sign on with Salesforce CRM, it’s ready to use as is. But you can also easily modify it so it’s a good fit for your users. Learn how to configure Salesforce CRM to suit your business needs, including how to customize fields, page layouts, and reports.

11:30 A.M. – 12:30 P.M. ESPLANADE 304Ready, Set, Go: Implementation Best PracticesLevel: Beginner Ready to implement Salesforce CRM, but not sure where to start? In the middle of an implementation and don’t want to miss anything? You’ll probably have a role in the setup and ongoing maintenance of your Salesforce CRM implementation. Join us to learn where to start, in what order you should execute, and best practices to use along the way.Speakers: Sarah Williamson, Avaya; Emily Kranz, Listingbook

RELATED SESSIONS BY TRACKIf you’re the person who keeps everything “force-related” humming along, these sessions will help take your skills to the next level.Build Apps 5 Times Faster with Force.comTrack: IT Executives Wednesday, November 18

A Look Inside the Force.com InfrastructureTrack: Backstage Pass Wednesday, November 18

Hands-On: Building Your First Force.com Platform ApplicationTrack: Admin to AppBuilder Wednesday, November 18

How Salesforce.com Manages and Measures Sales Productivity ProgramsTrack: Sales Wednesday, November 18

Maximizing Agent Productivity: It’s a Game Changer for Today’s BusinessTrack: Service Wednesday, November 18

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LearnTracks & Sessions | Administrators / Large Enterprises


Bring your Application Projects to Life: Release Management with Force.comTrack: IT Execuvites Thursday, November 19

Product Road Map: Sneak Peek into the FutureTrack: Sales Thursday, November 19 & Friday, November 20

The Service Cloud Road Map – What’s Next?Track: Service Thursday, November 19 & Friday, November 20

Salesforce CRM Admin Excellence: Setting Up Salesforce CRM for Sales SuccessTrack: Sales Thursday, November 19

Behind the Scenes at Salesforce.com: Delivering 3 Major Releases a YearTrack: Backstage Pass Friday, November 20

Sales Process Excellence: New Levels of Productivity and EffectivenessTrack: Sales Friday, November 20

LARgE ENTERPRISES

Track Description: Hello, enterprise? Meet the cloud. This track caters to those salesforce.com customers that have complex requirements often associated with large, global enterprises. Hear specialized case studies, panels, and presentations on a vast range of topics, all focused on helping large companies formulate and execute in-depth, scalable success strategies.

Key Take-aways: Each session in this track is jammed with content designed to speak to the challenges of operating a large, complex organization. You’ll learn about new approaches and best practices for using and delivering the Sales Cloud, Service Cloud, and Custom Cloud. These sessions feature customer speakers who’ll provide their perspectives, firsthand experiences, and tried-and-true best practices so you come away with great ideas, examples, and networking opportunities.

Large Enterprises track brought to you by

Innovation. Speed. Value. Global Delivery. Enterprise-wide.


2:15 P.M. – 3:15 P.M. ESPLANADE 300Establishing Innovation Management Governance and a Framework Level: All Implementing Salesforce CRM’s ideas community is easy, but how do you make it a lasting, vibrant, and impactful solution—both internally and externally? Join us to learn how salesforce.com and some of our key customers use ideas for incredible success. You’ll also pick up the associated processes and best practices for moderation, communication planning, and how to run the entire ideas management process.Speakers: Cory Cochran, American Century Services, LLC; Grégory Vandeputte, Areva T&D SA; Holly Tuccio, Dell, Inc.;Matt O’Connor, salesforce.com

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LearnTracks & Sessions | Large Enterprises

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3:30 P.M. – 4:30 P.M. NORTH 120Dispelling Cloud Integration MythsLevel: Beginner Cloud computing is changing the way companies develop and deploy their business systems, and large enterprises face special integration challenges with cloud-based projects. Join Cognizant in this workshop to see real-world examples of best practices for integration that lead to the successful development of cloud-based solutions.Speaker: Christopher Clegg, Cognizant

3:30 P.M. – 4:30 P.M. ESPLANADE 300Organizing and Executing to Match the Speed of Cloud ComputingLevel: Intermediate Large enterprises are continually challenged with executing cloud programs within the constraints of enterprise governance models and procedures. This session will review how to streamline and refine the methodologies so your organization can meet compliance and risk mitigation requirements while increasing the pace of delivery.Speaker: Shawn Jean, Avaya Inc.

4:45 P.M. – 5:45 P.M. NORTH 124Thomson Reuters TRUSTs in Salesforce.com to Drive Enterprise InnovationLevel: All Come learn from a team of Thomson Reuters executives how they leveraged Salesforce CRM and the Force.com platform to build a best-of-breed solution for pre-sales prospecting, collaboration, and pipeline management with the global launch of TRUST (Thomson Reuters Unified Sales Tool).Speakers: Richard Beaven, Thomson Reuters Markets; Anne Meskell, Thomson Reuters Markets; Jane Moran, Thomson Reuters Markets; Narendra Vyas, Thomson Reuters Markets; Dave Weller, Thomson Reuters Markets, Steve Mannel, salesforce.com

4:45 P.M. – 5:45 P.M. NORTH 120Today’s Forecast: Enterprise Order Management in the CloudLevel: All Discover how Moody’s Analytics modernized its Lead-to-Order process using salesforce.com, FPX, and on-premises ERP. Hear how Fujitsu America helped the sales organization streamline complex forecasts, pricing models, and sales processes. Then learn how you can leverage integrated cloud technologies to revitalize your business-critical processes.Speakers: Min Kang, Fujitsu America; Brian Marchand, Fujitsu America; Charlotte Liu, Moody’s Analytics Inc.


7:30 A.M. – 8:30 A.M. ESPLANADE 300Using the Service Cloud for the EnterpriseLevel: All Looking to improve complex and mature external call centers, internal IT help desks, customer portals, or other customer service centers? This session features tactical information on how the Service Cloud can transform your enterprise call centers and other service solutions. The Service Cloud is up and running in the enterprise, and you’ll hear from the folks who are making it happen!Speakers: John Snead, Qualcomm Inc.; Matt Brady, TransUnion LLC; Bhuvan Thakur, salesforce.com

11:30 A.M. – 12:30 P.M. WEST MEZZANINE 254Single Org or Multi: What’s Right for My Deployment?Level: All Enterprise-scale companies that have multiple business units often grapple with whether to use a single org for all users or multiple orgs for separate business units. This session reviews the key decision criteria as well as strategies for handling roll-up reporting approaches for merging, consolidating, and dividing orgs.Speakers: Scott Parker, American Express Services Europe Ltd; Jason Atwood, MSSB - SB; Brian Mitchell, salesforce.com

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1:30 P.M. – 2:30 P.M. ESPLANADE 300Best Practices and Approaches for Handling Large Data VolumesLevel: Advanced Adoption and usage is high, and users are demanding more integration and data. What steps should you take to ensure that performance and client satisfaction remain high? This session will explore how to handle your tens of millions of records in the most efficient manner possible.Speakers: Robert Pickeral, salesforce.com; Anshu Sharma, salesforce.com

2:45 P.M. – 3:45 P.M. ESPLANADE 300Developing Enterprise Solutions in the CloudLevel: All Force.com is the fastest platform for building and deploying enterprise business applications that run in the cloud. Learn the tools, methodologies, and procedures several customers have used to evaluate business requests and legacy applications to identify the best candidates to move through the cloud factory.Speakers: Manoj Govindan, Bank of America Corporation; Aaron Bagchee, Seagate Technology LLC; Thomas Divittorio, salesforce.com

2:45 P.M. – 3:45 P.M. NORTH 123Learn from a Proven Model: 6 Steps to Guarantee AdoptionLevel: All One thing all salesforce.com projects have in common: people. Salesforce.com can make each user more productive—if they adopt the system. Whether you’re new to the cloud or reinvigorating your cloud effort, you’re probably changing the way people work. Join us to learn the 6 steps that took 26,000+ people successfully into the salesforce.com cloud. Review the Adoption Playbook and take away real examples that work.Speaker: John Wurch, JPW Consulting, LLC

2:45 P.M. – 3:45 P.M. NORTH 124Salesforce Integration: Crossing the Business – IT DivideLevel: All There is no one-size-fits-all solution to integrate Salesforce CRM with on-premises applications. Alignment between Salesforce CRM administrators and IT is essential and the right integration strategy can dramatically improve adoption and success. Join this interactive presentation to learn how cloud integration can be the key to IT and line of business alignment. Hear how organizations have been able to get the most out of all of their application and platform investments with solutions from Informatica.Speakers: Paul Stevenson, AMERIGROUP Corporation; Darren Cunningham, Informatica; Dan Marionni, Morgan Stanley - Wealth Management; Matt Brady, TransUnion LLC

Friday, November 20

9:00 A.M. – 10:00 A.M. NORTH 120Electronic Contract Execution with Apttus & DocuSign for SalesforceLevel: All Using the power of end-to-end electronic contract management from Apttus and electronic signatures from DocuSign, successful companies can now speed up time to revenue, automate business processes, eliminate paper, and ensure compliance by using this amazing cloud-computing solution that delivers on the promise of the paperless enterprise. Join us to find out how your enterprise can Close it in the Cloud!SM with electronic contract execution from these two top AppExchange partners.Speakers: Kirk Krappe, Apttus Inc.; Tom Gonser, DocuSign

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LearnTracks & Sessions | Channels

2:15 P.M. – 3:15P.M. ESPLANADE 310Service Partners: Collaborating in Real Time on Service IssuesLevel: All Have a great partner you work with—on the other side of the world? Want to learn how to build your partner/vendor community and boost collaboration? Join us to hear from salesforce.com customers who are using the partner portal and Salesforce to Salesforce features of Salesforce CRM for Partners to share cases with their partners and vendors.Speakers: Drew Piston, Exponent Partners; Jimmie Gull, QlikTech UK Limited; Ryan Davis, salesforce.com; Leyla Seka, salesforce.com

3:30 P.M. – 4:30 P.M. ESPLANADE 310Driving Adoption: Best Practices for Creating Partner ProgramsLevel: All Your best channel programs are great only if your partners actually use them. Join us to learn how to drive adoption of the Salesforce to Salesforce and partner portal features of Salesforce CRM for Partners from customers who’ve already been down that road. They’ll share best practices and provide a road map for how to successfully roll out any new partner platform.Speakers: Joe Francis, QlikTech UK Limited; Dave Baker, Websense, Inc.; William Moxley, salesforce.com

3:30 P.M. – 4:30 P.M. NORTH 132Increase Channel Revenue with a Partner Certification ProgramLevel: All Learn how Dell got a 70% increase in yearly revenue growth for certified partners using integrated training and certification. MediaDefined will show how you can use integrated certifications to help drive more revenue, increase lead-closure rates, help better manage MDF, and manage entitlements in a multitiered partner program.Speakers: Teemu Kolehmainen, Dell, Inc.; Brett Strauss, Media Defined; Bob Biess, salesforce.com

CHANNELS

Track Description: Customers of all sizes across all industries have been leveraging the Salesforce CRM for Partners platform to build highly successful partner solutions. Come hear how customers such as Avaya, Dell, and plenty more have rolled out highly adopted partner solutions, resulting in stronger partner relationships and ultimately more money. This is a must-attend track for anyone looking to generate more revenue through an indirect channel, especially in this tough economic environment.

Key Take-aways: Join us to learn how customers are using the latest Web 2.0 features to build highly collaborative partner communities. Customers will share hard-hitting best practices for rolling out partner programs and solutions. And several in-depth case studies will demonstrate Salesforce CRM’s partner portal and Salesforce to Salesforce. See exactly how customers have provided choice to their partners—and how they’ve seen tremendous levels of adoption as a result.


11:45 A.M. – 12:45 P.M. ESPLANADE 310Partner Management 101: Rolling Out Salesforce CRM for PartnersLevel: Beginner Want some do’s and don’t’s to help make your partner solution a slam dunk? Learn best practices from salesforce.com customers who’ve rolled out both the partner portal and the Salesforce to Salesforce features of our Salesforce CRM for Partners solution.Speakers: Chris Luvara, Intacct Corp.; Alan Andrade, Lenovo; Ken Quast, Melexis N.V.; Susan Gausch, salesforce.com

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LearnTracks & Sessions | Channels



7:30 A.M. – 8:30 A.M. ESPLANADE 310Building Loyalty Through CommunityLevel: Intermediate Nothing sells like a loyal community. Join us to hear from salesforce.com customers who have deployed Web 2.0 community technologies such as Salesforce CRM’s content library and ideas community, Force.com sites, and the partner locator across their partner communities. Find out how they used these technologies to create effective, timely feedback mechanisms and build stronger relationships with their high-value partners.Speakers: Mary Catherine Wilson, Dell, Inc.; Elliot Fliesler, VMware, Inc.; Diana Tsao, VMware, Inc.; JC Whitfield, salesforce.com

11:30 A.M. – 12:30 P.M. ESPLANADE 310Mixing Salesforce to Salesforce and Partner Portal Technologies for SuccessLevel: Intermediate Have you been trying to determine the best way to mix and match your partner portal and Salesforce to Salesforce capabilities to achieve your channel goals? Then come hear how customers like Honeywell have been successful in using both technologies in parallel to create a robust channel strategy.Speakers: Terry Johnson, Honeywell International Inc.; Chris Luvara, Intacct Corp.

1:30 P.M. – 2:30 P.M. ESPLANADE 310Road Map: What’s Next for Salesforce CRM for PartnersLevel: All Love using Salesforce CRM for Partners? Ready to see what’s next? No problem! This session highlights the product road map, giving you a detailed view of what we’ve delivered over the past year—and what’s still to come.Speakers: Adi Kuruganti, salesforce.com; William Moxley, salesforce.com

2:45 P.M. – 3:45 P.M. SOUTH 104Hands-On: Enabling Your Sales Channel with Salesforce CRM for PartnersLevel: Intermediate Get the most out of your indirect channels! Empower your partners with Salesforce CRM data and ensure their success. Get hands-on experience setting up Salesforce CRM for Partners so you can manage, track, and forecast direct and indirect business.

Friday, November 20

9:00 A.M. – 10:00 A.M. ESPLANADE 310Transforming Vision into Reality: Make the Most of Your Partner DeploymentLevel: All Looking for efficiency and effectiveness? Join us to learn how Avaya implemented Salesforce CRM for Partners across its global enterprise. Find out what structures were put in place to accomplish this goal, and leave with innovative best practices to drive your deployment. Learn the importance of defining a vision, managing scope and expectations, and successfully executing a global high-touch, channel-centric deployment.Speakers: Zoe Peterson, Avaya Inc.; Susan Gausch, salesforce.com; Beth Kaplan, salesforce.com

11:30 A.M. – 12:30 P.M. SOUTH 103Hands-On: Connect with Your Partners Using Salesforce to SalesforceLevel: Intermediate Would you like to instantly connect and exchange data with partners via Salesforce CRM? Learn how Salesforce to Salesforce can help you securely and easily share data with another company that is also using Salesforce CRM. This hands-on session shows how to use real-time collaboration to gain visibility into critical business data that spans multiple companies.

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LearnTracks & Sessions | Executive Insight

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11:30 A.M. – 12:30 P. M. ESPLANADE 310How Salesforce.com Uses Salesforce CRM for PartnersLevel: All Join us to see all the bells and whistles of our new external partner Web site. Learn how we designed and rolled it out using Force.com sites and the partner portal. You’ll get a taste of what’s possible with Salesforce CRM for Partners and see a best practice real-life example in our own partner site.Speakers: Rob Wolf, LaunchDM; Reid Carlberg, Model Metrics LLC; Leyla Seka, salesforce.com

RELATED SESSIONS BY TRACKLearn how to make your partners as successful as your best reps with this session.Managing Direct and Indirect Sales SeamlesslyTrack: Sales Friday, November 20

ExECuTIvE INSIgHT

Track Description: This track is ideal for executives looking to gain insight into the future of Salesforce CRM and cloud computing. We’ve got experts and thought leaders ready to awe and inspire!

Key Take-aways: Think your business strategy is airtight? We’ll give you new ideas for operations, growth, and maintenance. Hear from the experts how to maximize your investment and get the most from every department using Salesforce CRM—then network with peers to get even more ideas. Go home with tools to implement these ideas right away to take your deployment to the next level.


11:45 A.M. – 12:45 P.M. NORTH 123How to Boost User Adoption for Higher ROILevel: All The possibilities for how cloud computing can transform your organization are profound. Achieving results in a complex, global environment requires a strategy for gaining executive sponsorship, sales management buy-in, and strong user adoption that goes beyond traditional change management. Don’t underestimate the impact user adoption can have on your business! Join Accenture to learn the newest techniques, proven metrics, and steps you can take to ensure your organization sees higher ROI from your CRM investment.Speakers: Bryan Berumen, Accenture; Steven McMann, Accenture

2:15 P.M. – 3:15 P.M. NORTH 125Accounting for Success: Streamlining Processes with the PlatformLevel: All Every company, however big or small, and in any vertical, needs to get the cash in as quickly as possible. To do that, processes between sales and finance need to be slick, information needs to be accurate, and data up to date. Debbie Ashton, product director of CODA, will show you how CODA 2go, the first enterprise

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accounting application built natively on the Force.com platform, can save your teams time, money, and hassle with complete, free, out-of-the box integration with the Salesforce CRM.Speaker: Debbie Ashton, CODA

3:30 P.M. – 4:30 P.M. NORTH 124CIO Insider: How to Leverage Cloud Integration to Turbocharge Salesforce CRMLevel: All Want to get more value from your existing Salesforce CRM investment and give your users instant access to all kinds of data currently locked away in other systems? Now, you can! Hear how CIOs use rapid cloud integration from Cast Iron Systems to deliver a complete view of customers by connecting Salesforce CRM with other critical cloud-based and on-premises applications in just days while cutting costs, increasing customer satisfaction, and building user adoption. Unleash Salesforce CRM’s full potential today!Speakers: Chandar Pattabhiram, Cast Iron Systems Inc.; Joe Cardenas, Employers Direct Insurance Co.; Paul Chemmanoor, The Corporate Executive Board; Paul Vine, salesforce.com


11:30 A.M. – 12:30 P.M. WEST MEZZANINE 270Building and Managing a Sustainable Cloud ServiceLevel: All Both startups and established technology companies are rolling out cloud services at a rapid pace. Join KPMG to gain important insight into the key business and operational issues cloud service providers need to consider to successfully deliver cloud services. We’ll look at customer management, pricing and operations, revenue recognition, cloud-computing tax issues, compliance, risk management, and more.Speakers: Lynne DeVaughn, KPMG L.L.P.; Tom Lamoureux, KPMG L.L.P.; Mark Lundin, KPMG L.L.P.; Gary Matuszak, KPMG L.L.P.

11:30 A.M. – 12:30 P.M. NORTH 123Finding Your Way to Full Compliance: Automating Channel ComplianceLevel: All Consistency in compliance is essential. Since the “Enron Era” of 2001, charting your way to compliance has been a daunting, costly, time intensive experience for organizations. From the Sarbanes-Oxley Act to FCPA, these well-intentioned regulations have come at a price. Welcome the cloud. Join representatives from Bluewolf as they provide insight on delivering integrated solutions to manage your company’s internal and channel compliance with various regulatory bodies. From deal registration to electronic signatures, hear real-life stories from enterprises that are finding their way to compliance, providing a robust defense against fraud and illegal transactions. Hear how to achieve full compliance and the approach you can take to keep your CFO safe and happy.Speakers: Alp Kabatepe, Bluewolf; Greg Kaplan, Bluewolf; Jason Lemkin, EchoSign, Inc.

1:30 P.M. – 2:30 P.M. NORTH 130The Next Step in Customer Care: Customer CollaborationLevel: All As leaders in their respective industries, Cisco and salesforce.com are pushing customer care to the next level by combining Unified Customer Contact solutions with the Service Cloud. Join this session to look at customer collaboration, the business drivers, and how social media can impact the way companies provide customer care.Speaker: Ross Daniels, Cisco Systems Inc.

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LearnTracks & Sessions | Small Business

SMALL BuSINESS

Track Description: Are you a rapidly growing business with under 100 employes? Would you like to scale your growth while remaining efficient and nimble? This track will focus on how salesforce.com can provide a foundation for growth.

Key Take-aways: Learn ways to use the cloud to market your products and services, integrate with external systems, and keep everything humming.


4:45 P.M. – 5:45 P.M. ESPLANADE 300A Conversation with Small Business LeadersLevel: Beginner Join us for a conversation with three business leaders who will share real-world examples of how they use Salesforce CRM to manage their business. We’ll share best practices and tips and tricks to get the most out of running your small business on Salesforce CRM. Moderated by Tony Rodoni, area vice president of our small business segment, this panel will provide insight into how other organizations are using the application to provide tangible benefits to their businesses.


7:30 A.M. – 8:30 A.M. NORTH 120Connecting QuickBooks to Salesforce CRMLevel: Beginner Why should you connect QuickBooks with salesforce.com, and what options are available to you? This session will highlight both product- and services-based businesses and will demonstrate the most common scenarios for integration. You’ll learn the benefits of integration between QuickBooks and salesforce.com, and see a demonstration of the linkage from a user’s perspective.

Friday, November 20

10:15 A.M. – 11:15 A.M. NORTH 123Thinking Big: How Smart SMBs Are Beating EnterprisesLevel: All Economies of scale have traditionally given large enterprises the edge in business. Today, with cloud solutions like salesforce.com and data-as-a-service solutions like Jigsaw, SMBs can use the same services/technologies as the Fortune 500—without the baggage. Learn how Jigsaw and salesforce.com have enabled SMBs to think big and compete on equal footing with enterprises.Speakers: Tim Eades, Everyone.net, Inc.; Kevin Akeroyd, Jigsaw

For more information on CA Solutions for managing your cloud visit Booth 902.

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CometoourboothandgettheinsighttohowCAispartneringwithSalesforce.comtodeliverITmanagementforthecloud.

Copyright©2009CA.Allrightsreserved. 200

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LearnTracks & Sessions | Admin to AppBuilder

ADMIN To APPBuILDER

Track Description: Did you know that as an admin, you already have the skills and platform to create useful custom apps to make your company more efficient? Join fellow admins as you learn app-building techniques to help you—and your company—get more out of Force.com and the Custom Cloud.


11:45 A.M. – 12:45 P.M. ESPLANADE 309Build Your First Custom App Using Your CRM Skills with Clicks, Not CodeLevel: Beginner Do you want to build custom apps, but aren’t sure where to start? Learn the basic concepts and find out how to build an app in 3 minutes. You’ll amaze yourself at how much you can build without any code. This session will help you understand how the same skills used to customize your CRM—including adding custom objects and fields—can be applied to building useful custom applications for your company.

2:15 P.M. – 3:15 P.M. SOUTH 104Hands-On: Building Your First Force.com Platform ApplicationLevel: Beginner You don’t need to be a programmer to build applications! Join us to learn how to develop full-featured business applications that extend your Salesforce CRM org using the building blocks of the Force.com platform.


11:30 A.M. – 12:30 P.M. ESPLANADE 308Boost Your Career and Add Value to Your Company with Custom AppsLevel: All Find out how one admin helped his company run its entire business in the cloud—and gave his career a boost! He built the unique apps his company needed: an account regionalization system, a proposal generator, an asset inventory tracker, a

recruitment app, and more. Join an expert from Granicus to learn how to use your existing skills and the Force.com platform to benefit your company—and your career.Speakers: Hank Thompson, Granicus Inc.; Sarah Franklin, salesforce.com

2:45 P.M. – 3:45 P.M. FORCE.COM THEATREAdmin Custom App ShowcaseLevel: All Want to leverage your existing CRM skills to build custom apps, but don’t know where to start? The Admin Custom App Showcase demonstrates applications built by fellow admins and gives you great ideas of apps to build—from HR to finance to inventory to project management.Speakers: Larry Hall, Cars.com; Shahin Moradian, Cars.com; Tom Holcomb, Renewable Choice Energy; Melissa Elliott, Schumacher Group; Sarah Franklin, salesforce.com

Friday, November 20

9:00 A.M. – 10: 00 A.M. ESPLANADE 308Spice Up Your Apps with Logic and Custom User InterfacesLevel: Beginner Want to take your apps to the next level? Adding business logic and custom user interfaces are great ways to do just that. Learn the basics of adding workflow, formulas, validations, and even Force.com pages (Visualforce) to your apps.Speaker: Sati Hillyer, salesforce.com

10:15 A.M. – 11:15 A.M. FORCE.COM THEATRETurn Spreadsheets into Custom AppsLevel: All Want to build a custom app on Force.com in minutes, with just a few clicks? If you have a spreadsheet with the data you need, we have the tool for you! The free Cloud Converter from Model Metrics turns spreadsheets for tasks such as project management, billing, and expense reporting into Force.com apps.Speakers: Reid Carlberg, Model Metrics; Sarah Franklin, salesforce.com; Eric Stahl, salesforce.com

TIP: Learn from the best and brightest! You’ll find Salesforce.com’s top engineers in the Force.com Zone.

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LearnTracks & Sessions | Beginning Developers


BEgINNINg DEvELoPERS

Track Description: Force.com is a complete platform for application development and deployment in the cloud. Ready to get involved? This track is for those new to the platform. Come learn about Force.com and how to get started implementing databases, business logic, user interfaces, Web services, and more. All sessions are practical in nature, which means you’ll walk away with tips, tricks, and tools you can put to immediate use.


11:45 A.M. – 12:45 P.M. ESPLANADE 303/305Force.com: Platform State of the UnionLevel: All The annual Platform State of the Union provides an essential update on the vision and direction of the Force.com platform. Feature overviews, demos, and special guest presenters highlight new Force.com technologies for developers. The session will also provide an overview of all the developer activities happening throughout Dreamforce.Speakers: Dave Carroll, salesforce.com; Bulent Cinarkaya, salesforce.com; Gregg Johnson, salesforce.com; Mary Scotton, salesforce.com

2:15 P.M. – 3:15 P.M. ESPLANADE 303Building Public Web Sites in the Cloud with Force.com SitesLevel: Beginner Force.com sites lets you build and deploy public Web sites and Web applications using Force.com. These Web sites can be assigned domain names so you can run your own Web sites on the platform. This session shows how to create a public Web site, building on Force.com pages (Visualforce) for the presentation layer. We’ll also look at page caching, security, and user authentication.Speaker: Bulent Cinarkaya, salesforce.com

3:30 P.M. – 4:30 P.M. ESPLANADE 303Force.com in Action: Building an Application in Real TimeLevel: Beginner Get ready to take action! In 40 minutes, we’ll build a Force.com application from scratch, live. Join us and experience the breadth of the platform—from the database model to the user interface and reporting. This session will give you a taste for the platform and a basis from which to explore other features. The rest of the time is reserved for questions and answers.Speakers: David Van Puyvelde, salesforce.com; Mark Woodward, salesforce.com

4:45 P.M. – 5:45 P.M. ESPLANADE 303Building Application User Interfaces with VisualforceLevel: Beginner Force.com can automatically generate user interfaces, but sometimes you want to go a bit further. This session explores Force.com pages (Visualforce), the component-based UI framework that lets you build attractive, dynamic, reusable user interfaces. It includes code walk-throughs, common use cases, a little about Force.com code, and lots of pretty graphics!Speaker: Andrew Waite, salesforce.com

4:45 P.M. – 5:45 P.M. SOUTH 104Hands-On: An Introduction to Force.com Code (Apex)Level: Intermediate Ready to add more sophisticated logic and user interfaces to your Salesforce CRM and Force.com platform apps? Then get hands-on access to Force.com code (Apex), the world’s first cloud-computing code. This session shows how to extend your apps with Apex triggers and classes that run on salesforce.com servers.


7:30 A.M. – 8:30 A.M. ESPLANADE 303One Force.com Platform: Two Tools for Developing ApplicationsLevel: Beginner You can develop applications for Force.com using the Force.com IDE, an integrated development environment, or using a Web-based configuration and coding environment

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known as builder. This session provides a practical introduction to the IDE and builder features of Force.com, showing you how to code, run queries, access debug logs, and more.Speaker: Ryan Brainard, salesforce.com

11:30 A.M. – 12:30 P.M. ESPLANADE 303Constructing the Database for Your ApplicationsLevel: Beginner Force.com provides a powerful data persistence layer. It lets you create database tables and adds a lot of features right out of the box, such as triggers, relationships, default values, validation rules, reporting, and search. This session covers how to create your first database and use these features to easily build a rich application.Speaker: Andrew Albert, salesforce.com

11:30 A.M. – 12:30 P.M. SOUTH 104Hands-On: Introduction to Force.com SitesLevel: Intermediate Learn how to extend your Salesforce CRM and Force.com platform apps to the rest of the world with real-time Web sites. Create a Web site using Force.com pages (Visualforce), and then publish it online using Force.com sites.

1:30 P.M. – 2:30 P.M. ESPLANADE 303Getting Started with Workflows and ApprovalsLevel: Beginner Not all logic needs to be coded programmatically. Force.com’s workflow and approvals engine lets you easily invoke tasks such as email alerts, database updates, or messaging based on a set of triggering events. This session demonstrates the platform’s basic workflow capabilities, including approvals.Speaker: Varadarajan Rajaram, salesforce.com

1:30 P.M. – 2:30 P.M. SOUTH 104Hands-On: Introduction to Programmable User Interfaces Note: This session is also offered on Friday at 11:30 a.m.Level: Beginner Are you ready to build any user interface for any device? Then get your hands on Force.com pages (Visualforce)! Join us to learn the exciting things you can do to radically alter the user interface of

your Salesforce CRM and Force.com platform apps. All that’s needed is a little knowledge of XML and/or HTML and a willingness to learn, learn, learn!

1:30 P.M. – 2:30 P.M. ESPLANADE 309Securing Your Data and ApplicationsLevel: Beginner Securing access to your applications, data, and logic is a key part of application development and systems configuration. This security should not only protect data and logic from unauthorized external access, but also from unauthorized internal access. Join us for an in-depth session covering many of the security features available to you, from IP restriction through database record sharing.Speaker: Peter Dapkus, salesforce.com

2:45 P.M. – 3:45 P.M. ESPLANADE 309Basic Integration on Force.com: Web Services and MoreLevel: Beginner When developing and deploying applications in the cloud, you often need to integrate with other applications and services. This session provides an overview and demonstration of the major forms of integration: Web services (setting one up and calling an existing service), HTTP-based interactions, Atom syndication feeds, and email.Speaker: Jesper Joergensen, salesforce.com

Friday, November 20

9:00 A.M. – 10: 00 A.M. ESPLANADE 303Force.com Code for Business Logic, Triggers, and ControllersLevel: Beginner Force.com code (Apex) is the Java-like code that executes on the Force.com platform. It’s used to add business logic to applications, write database triggers, and program controllers in the user interface layer. This session introduces the code, its syntax, and plenty of use cases.Speaker: Ryan Spraetz, salesforce.com

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10:15 A.M. – 11:15 A.M. ESPLANADE 303Creating Rich User Experiences Using Google Visualizations and Adobe FlexLevel: Beginner Imagine visualizing your own data using Google Maps or the Google Visualization API, or providing an enhanced user experience using the interactivity and visualization power of Adobe Flex. This session explores these options, shows you how to get started, and more. Fun!Speakers: Jesse Lorenz, salesforce.com; Nick Simha, salesforce.com

10:15 A.M. – 11:15 A.M. SOUTH 104Hands-On: Creating Wizards with Programmable User InterfacesLevel: Advanced Enrich your app’s user experience with wizards. Combine your knowledge of Force.com pages (Visualforce) markup and controllers to create a user interface that allows stepwise data entry. Learn how controllers are used to maintain state across Force.com pages. Some programming experience with Force.com code (Apex) is recommended.

11:30 A.M. – 12:30 P.M. SOUTH 104Hands-On: Introduction to Programmable User Interfaces (REPEAT) Note: This session is also offered Thursday at 1:30 p.m.Level: Beginner Are you ready to build any user interface for any device? Then get your hands on Force.com pages (Visualforce)! Join us to learn the exciting things you can do to radically alter the user interface of your Salesforce CRM and Force.com platform apps. All that’s needed is a little knowledge of XML and/or HTML and a willingness to learn, learn, learn!

11:30 A.M. – 12:30 P.M. ESPLANADE 303How to Write Good Unit Tests in Force.com CodeLevel: Beginner Crafting good unit tests is an art, and one that must be mastered before deploying to a production environment on Force.com. In this session, we’ll explore the structure of unit tests, the code scenarios that tests should cover, and properties and best practices of well-written unit test suites.Speaker: Jesse Lorenz, salesforce.com

TIP: Force.com “cheat sheets” make great gifts for your coder friends! Get a free pack in the Force.com Zone.

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LearnTracks & Sessions | Advanced Developers

ADvANCED DEvELoPERS

Track Description: Ready to polish your development skills? Force.com provides a powerful, real-time development environment in the cloud. If you already have experience developing on the Force.com platform, the sessions in this track can show you how to extend your skill set with the latest technologies, tools, code samples, and integration methods.


11:45 A.M. – 12:45 P.M. ESPLANADE 303/305Force.com: Platform State of the UnionLevel: All The annual Platform State of the Union provides an essential update on the vision and direction of the Force.com platform. Feature overviews, demos, and special guest presenters highlight new Force.com technologies for developers. The session will also provide an overview of all the developer activities happening throughout Dreamforce.Speakers: Dave Carroll, salesforce.com; Bulent Cinarkaya, salesforce.com; Gregg Johnson, salesforce.com; Mary Scotton, salesforce.com

2:15 P.M. – 3:15 P.M. ESPLANADE 305Deep Dive with the New Force.com Platform Technology (Advanced)Level: Advanced Take a deeper look into the new Force.com platform enhancements to be announced at Dreamforce.Speaker: Dave Carroll, salesforce.com

2:15 P.M. – 3:15 P.M. ESPLANADE 309Got (lots of ) Data? New Bulk API for High-Volume Data LoadingLevel: Advanced The Force.com Web services APIs have served as the cornerstone for integration with salesforce.com and for customizing CRM, service, and support. As with other aspects of the Force.com platform, the APIs are still evolving and being enhanced. If you need to move hundreds of thousands or millions of records, either for an initial load or as part of a regularly scheduled integration,

you’ll want to learn about the new bulk API. This session will focus on how to get the most data into or updated in the least amount of time with high-fidelity process management.Speaker: Jesper Joergensen, salesforce.com

3:30 P.M. – 4:30 P.M. ESPLANADE 309Release with Zero ImpactLevel: Advanced Ever wonder how salesforce.com performs seamless upgrades every release with zero impact to customers? Become the next salesforce.com by learning how to do the same with your managed package. We’ll also unveil an exciting new feature specifically for ISVs—you won’t want to miss it!Speaker: Andrew Smith, salesforce.com

3:30 P.M. – 4:30 P.M. ESPLANADE 305What’s New in Force.com CodeLevel: Advanced Learn how to use the newest features available in Force.com code (Apex). This session provides examples of how to use the latest features and gain insight into the best practices, common use cases, and practical use of each new feature. As a bonus, we’ll also highlight what you can expect to see in upcoming releases of Force.com code.Speaker: Taggart Matthiesen, salesforce.com

4:45 P.M. – 5:45 P.M. ESPLANADE 305Architecting in the Cloud: Building Enterprise Apps That ScaleLevel: Advanced The Force.com platform is the fastest way to build reliable, high-performance cloud applications. Enterprise applications require massive scale in the number of users, amount of data, and complexity of logic. In this session, you’ll learn what you need to build and deploy applications that can handle millions of records while keeping users from waiting around.Speakers: Anshu Sharma, salesforce.com; Lexi Viripaeff, salesforce.com

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11:30 A.M. – 12:30 P.M. ESPLANADE 305Building Force.com Apps with Adobe Flex/AIRLevel: Intermediate Building applications on the Force.com platform with Adobe Flex and AIR has evolved. If you’re a veteran Flex developer, considering developing with Flex, or have never seen the ease and power of developing amazing online and offline user experiences using Flex and Force.com, this session is a must. Ryan Marples will show how to take your Flex development to the next level with some exciting new capabilities and integration options.Speakers: James Ward, Adobe Systems; Nick Simha, salesforce.com; Markus Spohn, salesforce.com

1:30 P.M. – 2:30 P.M. ESPLANADE 305Best Practices for Force.com (Apex) Code: Lessons from the TrenchesLevel: Intermediate You can use the Java-like Force.com code (Apex) to write custom, robust business logic. Of course, there are key coding principles and best practices that can help you write efficient, scalable code. In this session, you’ll learn many of the best practices for writing and designing Force.com code. Plus, hear a practical discussion of the problems these practices address and see sample code that illustrates how to implement the practices in your solutions.Speaker: Andrew Albert, salesforce.com

2:45 P.M. – 3:45 P.M. ESPLANADE 305Designing Your Apps for Commercial SuccessLevel: Advanced Force.com provides a complete platform and infrastructure to develop, run, and commercialize a cloud-based app. To architect a great app, however, you need to create a great blueprint by answering key questions about functionality (What editions should it support? What features should it include?) and design (Should it be a native app? Should it extend Salesforce CRM?). Join us to learn how to answer these questions and how to apply best practices when architecting on Force.com.Speakers: Paul Deschenes, Advologix.com; Keith Nichols, Shaw Industries Group; Sati Hillyer, salesforce.com

2:45 P.M. – 3:45 P.M. ESPLANADE 303Ready to Ride the Google Wave?Level: Advanced Be prepared for the next big thing from Google. Google Wave aims to redefine how we collaborate and communicate on the Internet. This session explains how to embed Wave technology to implement collaboration in your Force.com applications. We’ll also look at how to leverage your business logic and data inside Wave using “Robots.” Join us and learn how to stay ahead of the innovation curve by connecting the two most successful and innovative cloud-computing companies on the planet.Speakers: Dave Carroll, salesforce.com; Quinton Wall, salesforce.com

Friday, November 20

9:00 A.M. – 10: 00 A.M. ESPLANADE 305Building Facebook Apps on the Force.com PlatformLevel: Advanced Social networking is an important part of the Internet landscape. As the largest social networking application in the world, Facebook is a great vehicle for communicating with existing customers, finding new customers, and gaining new audiences for your application. In this session, we’ll create a Facebook app from start to finish using the Force.com Toolkit for Facebook. Learn how to connect Facebook users to portal users, set up the “plumbing” to bring your app to the Facebook platform, and understand key data and security considerations.Speaker: Chris Hemphill, salesforce.com

9:00 A.M. – 10:00 A.M. SOUTH 104Hands-On: Combining Force.com with the Adobe Flash PlatformLevel: Intermediate Get hands-on with the latest Force.com platform technology. Learn how to bring the power of two development platforms—Force.com and Adobe Flash—to your projects!

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LearnTracks & Sessions | Advanced Developers / IT Executives

10:15 A.M. – 11:15 A.M. ESPLANADE 305Mobile CRM and Beyond: Building Mobile Apps on Force.comLevel: Intermediate Learn how to design, develop, and deploy mobile apps for Salesforce CRM and for custom apps built on the Force.com platform. This session will explain how to leverage salesforce.com’s mobile client by using the mobile administration and configuration screens in Salesforce CRM. Plus, you’ll gain insight about using Force.com pages (Visualforce) to develop custom apps that seamlessly interoperate with salesforce.com’s mobile client.Speakers: Pierpaolo Bergamo, salesforce.com; Michael Kreaden, salesforce.com; Jason McDowall, salesforce.com

11:30 A.M. – 12:30 P.M. ESPLANADE 305Architecting in the Cloud: Choosing the Right Technologies for Your SolutionLevel: Intermediate It’s been said that when the only tool you have is a hammer, the whole world looks like a nail. This session will compare and contrast different approaches to architecting and implementing a Force.com application. As the Force.com platform evolves, more features provide various ways to get the job done, some more appropriate than others based on use case. Don’t let your world become a nail—come and expand your toolbox of tips and skills.Speakers: Glenn Weinstein, Appirio, Inc.; Rick Cummings, Idearc Media LLC

TIP: Don’t miss the Force.com Developer Hackathon on Wednesday at 5:45 p.m. in the Force.com Zone.

IT ExECuTIvES

Track Description: Cloud computing provides a faster, less-expensive alternative for application development. This track is for IT managers and executives looking to understand how cloud computing has fundamentally changed enterprise computing by offering a new standard for speed of development, TCO, predictability, and flexibility. Learn how building and running business applications on the Force.com platform can supercharge your IT portfolio.

Key Take-aways: Turn your IT department into a force for rapid innovation with in-depth sessions and discussions with top IT thought leaders. Rapid application development, building the business case for projects, security tips, integration tricks, and effective change management: We’ve got all that and more. Hear from innovative IT experts and gain insight into how to use the Force.com platform to expand your IT capacity. You’ll also network with IT peers to learn how to make the cloud a game changer for your company.

IT Executives track brought to you by

Accelerating the adoption of the cloud


11:45 A.M. – 12:45 P.M. NORTH 120Cloudsourcing: The Next Phase of Cloud ComputingLevel: All Cloudsourcing combines traditional outsourcing with the tangible benefits of cloud computing, giving organizations a way to lower IT costs while establishing a better-integrated, more elastic foundation for their businesses. Join Appirio to learn how this next phase in cloud computing can (and will) affect your business and how forward-looking enterprises can use cloudsourcing today to drive better business results.Speaker: Chris Barbin, Appirio, Inc.

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LearnTracks & Sessions | IT Executives


11:45 A.M. – 12:45 P.M. ESPLANADE 300Defining the Cloud: Gartner Explains What the Cloud Means for Enterprise ITLevel: All The cloud is transforming enterprise IT by redefining enterprise strategy, architecture, and custom application development. Come hear Yefim Natis, vice president and Gartner distinguished analyst, explain these trends. Natis is the primary author of several relevant Gartner Magic Quadrants and the “Who’s Who in Application Platforms for Cloud Computing” as well as an expert in enterprise software infrastructure, application servers, platform suites, and integration middleware. In this session, Natis will highlight key platform vendors and how the cloud fits into their IT strategy.Speaker: Yefim Natis, Gartner, Inc.

2:15 P.M. – 3:15 P.M. ESPLANADE 307Build Apps 5 Times Faster with Force.comLevel: All App building at warp speed? Join us to learn how to easily build and deploy powerful applications using the Force.com platform for building, deploying, and managing cloud apps. And no, you don’t have to be a programmer or developer to join the revolution: Just point and click your way to this session.Speaker: Mark Warren, 20/20 Communication, Inc.

3:30 P.M. – 4:30 P.M. ESPLANADE 307What Applications Are Right for the Cloud?Level: All Choosing the right applications to build in the cloud is a critical first step in the building process. Join us to learn about the many types of applications other customers have built in the cloud and pick up best practices for selecting your first application project.Speaker: Lynette Hughes, British Columbia Lottery Corporation

4:45 P.M. – 5:45 P.M. ESPLANADE 307Build the Business Case for Force.com: Prove the ROI and TCO of the CloudLevel: All In today’s economy, no project can be approved without an airtight business case. Come hear the latest research from IDC on how to estimate the time and cost of building apps in the cloud versus on-premises environments. Hear real-world examples

from actual customers, review three-year total cost of ownership models, and see how the cloud can speed up development time across every stage of your application development project.Speakers: Stephen Hendrick, IDC Global; Ian Gotts, Nimbus Partners Ltd.

4:45 P.M. – 5:45 P.M. NORTH 125Developing an ERP System in the CloudLevel: All See how Vetrazzo, a leader in green building products, developed a fully functioning ERP system (including inventory and order management, production planning, and forecasting) on the Force.com platform in less than 6 months, with limited company resources and only a consulting developer and a project manager. This session covers the development process, demonstrates the capabilities implemented, and discusses lessons learned during the development.Speakers: David Claiborne, The Claiborne Company; Carrie Lande, Vetrazzo, LLC; James Sheppard, Vetrazzo, LLC


7:30 A.M. – 8:30 A.M. ESPLANADE 307Running IT in the CloudLevel: All We’ve been there, done that. Come learn about salesforce.com’s IT success in leveraging the Force.com platform, integrating the back office, supporting a global enterprise, and managing the IT portfolio and ecosystem in the cloud.Speakers: Russ Nelson, salesforce.com; Jeff Smits, salesforce.com; Kirsten Wolberg, salesforce.com

11:30 A.M. – 12:30 P.M. ESPLANADE 307Security in the Cloud: Protecting Your Business with the CloudLevel: Intermediate There is no finish line to building the right security, and our customers’ security is the foundation of success. Join this hard-hitting session to learn best practices for ensuring data integrity and systems security in your organization.Speaker: Jim Cavalieri, salesforce.com

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TIP: Attend Thursday’sBirds-of-a-Feather Lunch by VerticalNorth Hall D, 12:30–1:30 p.m.

11:30 A.M. – 12:30 P.M. NORTH 125Using the Cloud Delivery Factory to Improve Business PerformanceLevel: All Is your IT application backlog too backlogged? Does your application portfolio have more applications than you have employees? Do you need to lower your IT budget and still do more with less? Learn how Accenture’s industrialized cloud delivery factory can propel you into the cloud faster and more cost-effectively using four key steps. Find out how rationalizing, re-platforming, or migrating your applications or backlog to the Custom Cloud can make a enormous impact on your business today.Speakers: Brandi Rajski, Accenture; Luke von Schreiber, Accenture

1:30 P.M. – 2:30 P.M. ESPLANADE 307Bring Your Application Projects to Life: Release Management with Force.comLevel: Intermediate Learn how to automate the process of moving from development to production environments. We’ll focus on development lifecycle management, packaging and code promotion, and sandbox migration. Hear best practices for managing multiple development environments, packaging applications, and moving to production. Plus, learn how new Force.com technologies expedite and simplify the release management process.Speakers: David Brooks, salesforce.com; Mindy Lieberman, salesforce.com; Jon Plax, salesforce.com

1:30 P.M. – 2:30 P.M. WEST MEZZANINE 250Building Your Global Cloud Strategy for Competitive BreakthroughsLevel: All Is your organization evaluating a full-scale enterprise rollout of cloud computing? This session will walk through the elements needed for a robust cloud strategy—and the road map to get your organization there. You will learn best practice methodologies, approaches, and lessons learned from IBM’s global experience in implementing cloud strategies at some of the most complex organizations in the world. The session will also cover corporate governance and risk mitigation strategies that all companies need to consider before they begin.

1:30 P.M. – 2:30 P.M. NORTH 132Cloud-Based E-commerceLevel: All E-commerce based on the Force.com platform is now a reality. Hear how LI-COR Biosciences improved the e-commerce capabilities of its legacy Web site to capture increased market share for consumables and create a mechanism to up-sell and cross-sell. Then learn how EDL Consulting deployed CloudCraze, the first e-commerce app developed natively on Force.com, to create a flexible, infinitely scalable e-commerce solution for LI-COR.Speakers: Brian Gillespie, EDL Consulting, LLC; Sean Harrison, LI-COR, Inc.

1:30 P.M. – 2:30 P.M. NORTH 125IT Management from the CloudLevel: All Today’s cloud-based services address a wide range of IT development and management challenges. Everything, in fact, from managing the development of breakthrough apps or the rollout of salesforce.com across the enterprise to providing single sign-on for a panoply of cloud-based and on-premises systems. Join this session to hear how CA, the largest independent IT management software company, is partnering with salesforce.com to deliver IT management from the cloud.

1:30 P.M. – 2:30 P.M. NORTH 120The Integration Cloud: The Foundation for SaaS SuccessLevel: All Integration is often cited as the top challenge to adoption of cloud-based applications. Join Informatica for an interactive presentation with best practices from CIOs and system integrators who have turned integration into an opportunity for SaaS growth and success. Find out what to look for in a cloud integration solution and ensure you’re building your cloud strategy on the right foundation.Speakers: Tony Young, Informatica; Mark Silber, Qualcomm Inc.; Stephen Brown, Telegraph Media Group Limited; Jeff Kaplan, THINKStrategies

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2:45 P.M. – 3:45 P.M. ESPLANADE 307CIO RoundtableLevel: All Join us for a discussion with top IT thought leaders about maximizing the value of the Force.com platform for your development organization. Hear insights and best practices on how to automate critical business processes, integrate with other systems, and improve your partnership with business users.Speakers: Belinda Rodman, Advent Software Inc.; Daniel Flax, Cowen and Company, LLC.; Doug Menefee, Schumacher Group; Jane Moran, Thomom Reuters Markets; Kirsten Wolberg, salesforce.com

2:45 P.M. – 3:45 P.M. NORTH 125Mobile Roundtable: Success Stories from the TrenchesLevel: All Join us to hear invaluable lessons from highly successful customers who took their companies mobile using Salesforce CRM and AT&T’s mobility solutions. Find out what worked brilliantly (and not so brilliantly), and how you can experience the same productivity gains, reduced costs, and increased adoption. It’s real advice from real mobile customers you won’t want to miss!Speakers: Mandy Pearson, Ameritox LTD; Will Stacy, Santander Consumer USA; Kevin Buttrey, Shaw Hospitality Group; Jim Malloy, Unitek Miyachi Corporation; Ethan Alexander, salesforce.com; Timothy Finkbeiner, salesforce.com

Friday, November 20

9:00 A.M. – 10:00 A.M. ESPLANADE 3077 Steps to a Successful Enterprise Architecture with the CloudLevel: Intermediate How can you insert the cloud into your enterprise architecture to reduce costs while increasing strategic agility? Join us for practical lessons on how to effectively evolve your IT architecture to take advantage of key cloud design principles and see road maps from those who’ve successfully done it before.Speakers: Doug Menefee, Schumacher Group; Yeuk Yuan, salesforce.com

10:15 A.M. – 11:15 A.M. ESPLANADE 307IT Success with Agile Development ProcessesLevel: All Agility rules! This session shows you how salesforce.com’s SCRUM process lets us deliver rapid innovation in record time. Walk away with the know-how you need to use this development methodology to accelerate your IT project success.Speakers: Nicola Dourambeis, salesforce.com; Steve Greene, salesforce.com; Kirsten Wolberg, salesforce.com

11:30 A.M. – 12:30 P.M. ESPLANADE 307Integrate Force.com with the Rest of Your Environment: Integration Best PracticesLevel: Intermediate Integration should be the least of your implementation challenges. This session will explain how the Force.com platform lets you integrate with your back-office and ERP applications using Web services and repeatable design patterns. Hear real-life examples of IT success in integrating Force.com applications with ERP solutions such as Oracle and SAP.Speakers: Mike Bene, Advent Software Inc.; Luke Leonhard, Brady Corporation; Michael Venturelli, Thomson Reuters Markets

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LearnTracks & Sessions | Backstage Pass

BACkSTAgE PASS

Track Description: Tech folks unite! This track will provide unique insights into the Force.com platform—delivered by some of the top architects, engineers, and leaders in salesforce.com’s platform group. You’ll learn about the underlying infrastructure, the application architecture, and the complete development process.

Key Take-aways: Hold on to your hats! This track features nonstop best practices, tips, and techniques to give you the deepest insight into how the platform works behind the scenes. This is your chance to interact with salesforce.com’s development teams and pick up the latest-and-greatest best practices for enterprise development on Force.com.


2:15 P.M. – 3:15 P.M. ESPLANADE 308A Look Inside the Force.com InfrastructureLevel: All This session will provide a peek inside the technical operations team, processes, and technologies that run the Force.com global infrastructure. We’ll cover the architecture and best practices that ensure a highly available and scalable platform that delivers more than 200 million page views per day.Speaker: Claus Moldt, salesforce.com


11:30 A.M. – 12:30 P.M. ESPLANADE 309Behind the Scenes: Salesforce.com Chief Technology Officer on Cloud ArchitectureLevel: Intermediate For more than 10 years, salesforce.com has been innovating in multitenant cloud-computing architectures. In this session, our Chief Technology Officer will give you a behind-the-scenes look at how the Force.com platform represents a new standard for enterprise application development.Speaker: Craig Weissman, salesforce.com

1:30 P.M. – 2:30 P.M. FORCE.COM THEATREBehind the Scenes: Lessons Learned Building Our Own Force.com SitesLevel: Intermediate Learn about some of salesforce.com’s public sites built on top of Force.com, such as the partner portal, Developer Force, and the AppExchange. In this session, the app development teams will discuss how they constructed the apps and what challenges they encountered along the way, and then answer audience questions.Speakers: Bulent Cinarkaya, salesforce.com; Ryan Ellis, salesforce.com; Jon Mountjoy, salesforce.com; Ed Park, salesforce.com

Friday, November 20

9:00 A.M. – 10:00 A.M. FORCE.COM THEATREBehind the Scenes at Salesforce.com: Delivering 3 Major Releases a YearLevel: All What does it take to consistently deploy major releases to more than 1.5 million users several times a year? Back by popular demand, this session introduces the salesforce.com R&D team responsible for the internal agile development programs and processes that delight end users with hundreds of new features every year with amazing predictability. We’ll take a look at how salesforce.com applies the SCRUM, XP, and agile methodologies, principles, and tools to support their product development cycles.Speakers: Eric Bezar, salesforce.com; Chris Fry, salesforce.com; Steve Greene, salesforce.com; Rajani Ramanathan, salesforce.com; Jason Winters, salesforce.com; Brian Zotter, salesforce.com

11:30 A.M. – 12:30 P.M. ESPLANADE 309Meet the Force.com Platform Development TeamLevel: All This Q&A panel will give you the opportunity to meet the core architects and development engineers who built the Force.com platform. Come prepared with your toughest technical questions and see if you can stump the panel!Speakers: Doug Chasman, salesforce.com; Kedar Doshi, salesforce.com; Simon Fell, salesforce.com; Mark Fischer, salesforce.com; Chris Fry, salesforce.com; Steven Tamm, salesforce.com; Simon Wong, salesforce.com

64

LearnTracks & Sessions | Partner Success


PARTNER SuCCESS

Track Description: There’s never been a better time to build a business in the cloud! Salesforce.com helps partners develop, deploy, and market commercial applications quickly and profitably around technologies like Force.com. This track shows you how to translate your innovation into a real revenue stream, covering key building blocks such as business planning, fund-raising, distribution options, sales and marketing best practices, legal advice, and more.

Key Take-aways: This action-packed track gives you the inside scoop on program and product updates to accelerate your business. Learn about salesforce.com’s partner programs and benefits, then meet fellow entrepreneurs, VCs, industry leaders, and salesforce.com partner teams. You’ll leave with a briefcase full of best practices from experts including top partners and entrepreneurs.


11:45 A.M. – 12:45 P.M. ESPLANADE 308Consulting in the Cloud: Salesforce.com’s Consulting Partner ProgramLevel: All Cloud computing is transforming the way your customers think about IT investments and run their businesses. But what makes it different from traditional application development? And how can you take advantage of this huge market opportunity? Learn how partnering with salesforce.com will give you a proven path to success and a blueprint for delivering cloud solutions.Speakers: Adam Caplan, Model Metrics; Mark Trang, salesforce.com

11:45 A.M. – 12:45 P.M. FORCE.COM THEATREThe Fastest Path to the Cloud: Salesforce.com’s ISV Partner ProgramLevel: All Build your cloud company on the same technologies that power salesforce.com’s applications: the Force.com platform. Come hear an overview of the salesforce.com ISV Partner Program, including technology resources and the go-to-market advantages of joining the world’s largest cloud-computing ISV ecosystem.Speakers: Sam Mukherjee, ServiceMax, Inc.; Indrajit Sen, salesforce.com

2:15 P.M. – 3:15 P.M. FORCE.COM THEATRE7 Secrets of Cloud Startup SuccessLevel: All So you want to start a cloud company, but don’t know how to begin? Running a company in the cloud isn’t like running a traditional software company. How do you take advantage of the cloud model to effectively build your business? Join us to learn how salesforce.com successfully pioneered cloud computing, and take home valuable tools and ideas to apply to your own company.Speakers: Ted Elliott, Jobscience Inc.; Mark Trang, salesforce.com

3:30 P.M. – 4:30 P.M. FORCE.COM THEATREFrom Garage to Glory: Insider Tips and Techniques from Top ISV PartnersLevel: All Build a killer app around salesforce.com technologies. Market to customers on the AppExchange. Generate real revenues and grow your business. Intrigued? Join us to learn from a panel of top developers and partners who have done all three. They’ll share their stories and secrets of building a cloud company as a salesforce.com partner.Speakers: Kirk Krappe, Apttus; Glenn Wilson, CRMFusion Inc.; Jeremy Roche, FinancialForce.com; Bob Morrell, Riskonnect, Inc.; Christopher Cabrera, Xactly Corporation; Jaywant Rao, salesforce.com

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LearnTracks & Sessions | Partner Success

4:45 P.M. – 5:45 P.M. ESPLANADE 309Cloudonomics 101: Creating a Financial Plan for Your Force.com BusinessLevel: All Looking to build a business plan for your cloud company, but don’t know how to create the right financial model? This session features best practices and actionable tips from cloud finance experts and investors on what financial metrics matter—and how they affect your business plan, ability to raise capital, and long-term profitability.Speakers: Philippe Botteri, Bessemer Venture Partners; Byron Deeter, Bessemer Venture Partners; Mark Trang, salesforce.com


7:30 A.M. – 8:30 A.M. FORCE.COM THEATREMaximize Your Revenues: Market and Deliver Your Solutions on the AppExchangeLevel: All Plug into the largest marketplace for cloud-computing apps in the world! Join us to learn how to accelerate the distribution of your cloud applications and services to the world’s largest ecosystem of customers via the AppExchange. This session will cover best practices for publishing solutions and growing a business on the AppExchange.Speakers: Gretchen DeKnikker, Genius.com, Inc.; Pelin Wood, InsideView; David Dahlberg, Model Metrics Inc.

11:30 A.M. – 12:30 P.M. FORCE.COM THEATREMarket Like Salesforce.com: Best Practices and Tools for PartnersLevel: All Building a killer app or service isn’t enough to be successful in the cloud. You also need to build awareness and demand for your solutions. Hear directly from salesforce.com’s marketing teams as they share the latest tools and strategies to help you deliver the right message to the right audience to drive a fantastic pipeline.Speaker: Monica Norton, salesforce.com

1:30 P.M. – 2:30 P.M. ESPLANADE 308Sell Like Salesforce.com: Tools and Best Practices for PartnersLevel: All Building an innovative app or service isn’t enough to be successful in the cloud. You also need to sell. Hear directly from salesforce.com’s sales productivity teams as they share the latest tools and strategies to help you compete better, win more deals, and generate more revenue.

Friday, November 20

9:00 A.M. – 10: 00 A.M. ESPLANADE 309Salesforce.com’s Platform Vision: A Sneak Peek for Commercial PartnersLevel: All Understanding the changes and enhancements we’re making to Force.com is critical to your success as a partner and developer. Join salesforce.com’s platform product team as they cover major planned initiatives and the enhancements that lie ahead for Force.com.Speaker: David Brooks, salesforce.com

10:15 A.M. – 11:15 A.M. ESPLANADE 309From the Front Line: Secrets to Success from Top Consulting PartnersLevel: All Ready to deliver innovative solutions to customers while growing a services business using the cloud-computing model? No problem! Join us to learn from a panel of top consulting firms that have evolved from traditional systems integrators to leaders that are helping to transform our industry to cloud computing.Speakers: Josh Holtzmand, American Data Company; Mike Epner, Appirio, Inc.; Greg Kaplan, Bluewolf; Kim Peterson, Deloitte Consulting LLP; Martin Moran, salesforce.com

66

LearnTracks & Sessions | Financial Services


FINANCIAL SERvICES

Track Description: The financial services industry has never been more ripe for change. Dreamforce provides a forum to discuss how cloud-computing technologies will enable the innovation and transformation the industry needs.

Key Take-aways: Meet financial services colleagues who share similar challenges and are forging solutions with Salesforce CRM and Force.com. Discuss industry best practices, differentiation strategies, and fresh ideas about how to leverage your salesforce.com investment to win more deals, retain and delight customers, and streamline your business in the cloud.


11:45 A.M. – 12:45 P.M. WEST MEZZANINE 254Breaking the Mold: Transform the Customer Service Experience in the CloudLevel: All Innovative financial services companies of all sizes and stripes leverage cloud computing to improve service across channels. We’ll discuss how call center solutions, embedded CTI, Web sites and portals, a knowledge base, and social media integration are raising the bar for customer service.Speaker: Shreyas Shah, TD AMERITRADE Retail

2:15 P.M. – 3:15 P.M. WEST MEZZANINE 254Improving Carrier-Agency Interaction in the CloudLevel: All Insurance companies across P&C, life, annuity, and health are getting closer to their intermediaries with the real-time cloud. Join this session to hear how they’re leveraging salesforce.com to drive and measure channel success. Even if your distribution channel is captive, you’re bound to gain new insights about using CRM and PRM tools to better manage agencies and producers.Speakers: Lynn Faherty, Hartford P&C; Deborah Sternberg, Starmount Life Insurance Company, Inc.; Dan Hickey, salesforce.com

4:45 P.M. – 5:45 P.M. WEST MEZZANINE 254Banking on the Power of the CloudLevel: All Hear how commercial and retail banks of all sizes—from regional institutions to community banks—are using Salesforce CRM and the Force.com platform to improve customer service, reduce infrastructure costs, and improve cross- and up-sell capabilities.Speakers: Gary Pepera, Citizens Bank of Rhode Island; Rick Davis, SunTrust Banks Inc.; Chris Carlisle, TD Bank

4:45 P.M. – 5:45 P.M. NORTH 123Insurance User Group: Happy Birthday!Level: All We’re marking the first anniversary of the virtual user group launch with a live meeting! Even if you haven’t attended the quarterly virtual meetings, come network with your peers and discuss what you’d like to get out of the group as it enters its second year. Hear customer speakers from AIG, Delta Dental, and Liberty Mutual. Plus, learn how salesforce.com’s Peter Coffee thinks “platform as a service” is revolutionizing the design and deployment of enterprise software. Share salesforce.com’s vision for the Custom Cloud!Speakers: James Ryan, American International Underwriters Corp.; Kevin Edelmann, Delta Dental Plan Of Michigan; Dora Abbatine, Liberty Mutual Insurance Company; Peter Coffee, salesforce.com

4:45 P.M. – 5:45 P.M. WEST MEZZANINE 250Transforming Capital Markets: How Force.com Is Changing the GameLevel: All Innovation station! See examples of custom applications built in the cloud by capital markets customers: research distribution portals, fund-raising applications, and investor relationship portals. Even if you’re not in capital markets, this is a session to see!Speakers: Kent Larson, Macquarie BFS; Bill Santo, SMH Capital, LLC

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LearnTracks & Sessions | Financial Services


7:30 A.M. – 8:30 A.M. NORTH 123Unleash The Power of Integration: Data Aggregation Drives ValueLevel: All We all know that users want all the data they need at their fingertips. In this session, learn how integrating third-party and back-office systems to bring more data into your Salesforce CRM applications can improve workflows, business intelligence, and drive more informed and streamlined decision-making.Speakers: Julie Cataudella, Deutsche Bank Brokerage Corp.; Adam Sokolic, National Retirement Partners; Robert Linz, ThinkTech, Inc.

11:30 A.M. – 12:30 P.M. NORTH 120How the SaaS Revolution Is Improving Insurance DistributionLevel: Advanced Insurance companies are focused on transforming and improving their distribution channels. For those impatient for results, Salesforce CRM helps streamline sales processes and the delivery of new capabilities to captive, independent, and direct sales channels with a much lower up-front investment. Join Deloitte to learn how to create the “model” insurance company and support it with effective technology that the sales channels will embrace.Speaker: John Peto, Deloitte

2:45 P.M. – 3:45 P.M. WEST MEZZANINE 250Cloud Innovation: Build Custom Insurance Applications 5X Faster at Half the CostLevel: All Want to check out the insurance companies that have taken Force.com to a new level? Join this session to see examples of complex insurance-specific apps built on the platform, such as end-to-end claims management, and agency recruiting and communications. Hear about the business cases that drove the development of these apps. Anyone considering developing financial services custom cloud applications shouldn’t miss this session!Speakers: Scott Capurso, MassMutual; Gareth Bridge, Sovereign Ltd.; Deborah Kuklis, salesforce.com

Friday, November 20

9:00 A.M. – 10:00 A.M. WEST MEZZANINE 250Quickly Deploy Web 2.0 Sites and Portals for Customers and PartnersLevel: All Where are your prospects, customers, and partners? On the Internet. And we put you there. Learn how fully integrated, real-time portals and Force.com sites harness the power of your existing Salesforce CRM system to create a dynamic customer experience and unified view for partners.Speakers: Jonathan Snyder, Dreambuilder Investments LLC; John Reagan, FICO

9:00 A.M. – 10:00 A.M. NORTH 125Best Practices from the Buy SideLevel: All Learn how buy-side firms like institutional investors, asset managers, wholesalers, and funds of funds are leveraging cloud-based solutions to manage prospecting and investor relations. Join this session to hear buy-side tips for gaining real-time insight into fund activity and streamlining reporting. You won’t want to miss it! Speakers: Nancy Beusekom, RiverSource Investments, LLC

10:15 A.M. – 11:15 A.M. NORTH 124The Producer Revolution: How Insurance Intermediaries Leverage the CloudLevel: All Cloud computing has put the power of innovation into the hands of everyone! Learn how Salesforce CRM and Force.com give you purpose-built tools for your unique sales and service needs, and how marketing tools leverage your agility as a broker or agency to differentiate yourself.Speakers: Eji Maxilom, Independent Career Agency; Roper DeGarmo, Signature Personal Insurance; Erik Roll, Starr Marine Agency NY; Erik Yewell, salesforce.com

68

LearnTracks & Sessions | Healthcare & Life Sciences


HEALTHCARE & LIFE SCIENCES

Track Description: Want to know how your healthcare and life sciences colleagues are using Salesforce CRM? Learn best practices and see big ideas from customers that are using cloud computing to increase innovation, drive sales, and provide better care.

Key Take-aways: Hear how other customers have used the Sales Cloud, Service Cloud, and Custom Cloud to address challenges in the healthcare and life sciences industries. Network with others who are committed to improving health and wellness. Learn how to help your organization do more with less.


11:45 A.M. – 12:45 P.M. WEST MEZZANINE 250Custom Cloud Innovation in Healthcare and Life SciencesLevel: All Ready to broaden the scope of what you thought was possible with the Force.com platform? Join us to see how innovative healthcare and life sciences companies are building custom applications that help them become more productive without the high cost of traditional software development. Hear from the experts what it takes to build the applications, and take away valuable insights for your own development projects.Speakers: Pamela Bowen, Crescent Healthcare Inc.; Chris O’Connor, Genentech Inc.; Simon Church, salesforce.com

2:15 P.M. – 3:15 P.M. WEST MEZZANINE 250Improve the Health of Your Business by Becoming Service-OrientedLevel: All Think customer service in healthcare and life sciences is an oxymoron? Think again! Learn how our customer panel of service experts use the Service Cloud to make their organizations more customer-centric. Take away tips that will help you delight your customers, your compliance team, and your CFO.Speaker: Jonathan Stern, Inverness Medical Innovations, Inc.


7:30 A.M. – 8:30 A.M. WEST MEZZANINE 250No More Paper: Increase Profit and Innovation by Moving Processes to the CloudLevel: All Drowning in paper? You aren’t alone. Healthcare and life sciences organizations are notorious for saving lives and killing trees. Manual processes are costly, error-prone, and inefficient. This session shows how you can move those paper-based processes to the cloud.Speakers: Ryan Smith, Cigna Dental Companies; Vicky Romero, Schumacher Group; Michael Lopez, salesforce.com

Friday, November 20

10:15 A.M. – 11:15 A.M. WEST MEZZANINE 270Managing by the Metrics: Moving Your Organization from Art to ScienceLevel: All Your organization doesn’t guess when it comes to delivering life-saving products and treatments—so why does it guess when it comes to key performance indicators (KPIs)? Our panel of reporting and dashboarding scientists share best practices for using custom objects and analytics to measure all aspects of their businesses, including tough-to-track areas like outcomes, compliance, and satisfaction. Learn practical techniques and change management tips for taking the guesswork out of your business.Speakers: Paul Stevenson, AMERIGROUP Corporation; Robert Bennett, Family Service Agency of San Francisco; Don Lamping, Zimmer; Glenn Braunstein, salesforce.com

11:30 A.M. – 12:30 P.M. NORTH 123The Doctor Will See You Now: Maximizing Influence with PhysiciansLevel: All Do physicians influence your biopharma, medical device, or services business? Wouldn’t it be nice if your products and services were part of the doctor’s orders? Learn how healthcare and life sciences companies are using the Sales Cloud to manage physician relationships, track influence, and measure results.Speakers: Brian Borchardt, Scott and White Memorial Hospital and Scott, Sherwood, and Brindley Foundation; Tom Arena, Carilion Health System; Tara Condon, Genzyme Biosurgery; Paul Thole, salesforce.com

69

LearnTracks & Sessions | Media & Communications

MEDIA & CoMMuNICATIoNS

Track Description: This track features sessions, training, speakers, and events for attendees from the media and communications industries. We’ve got the latest industry news, strategies, and ideas to get you thinking. Learn how you can use cloud computing to win more business, keep more customers, and do more with less!

Key Take-aways: Learn how to use cloud computing to solve your most pressing business challenges. Hear powerful new ideas from industry thought leaders and salesforce.com experts—and then put your plans into action with hands-on training.

Media & Communications track brought to you by

Bluewolf - Success Guaranteed.


11:45 A.M. – 12:45 P.M. WEST MEZZANINE 270Creating an Enterprise Cloud Strategy in Your Media CompanyLevel: All Hear how salesforce.com customers have created an enterprise cloud-computing strategy for their companies. Some started on the whiteboard, others started when multiple deployments were consolidated. These customers have seen it all—and have lived to talk about it!Speakers: Eric A. Johnson, NBC Universal Inc.; Gregg Vivolo, The New York Times Regional Newspaper Group; Alice Dobrow, Time Inc.; Rob Innes, Time Inc.; Nick Riitano, salesforce.com

4:45 P.M. – 5:45 P.M. WEST MEZZANINE 270Improving Bundling and Competitiveness in Media & CommunicationsLevel: All Hear industry leaders discuss the strategies and technologies they use to tackle the fundamentals, innovate faster than the competition, use bundling effectively, and reduce subscriber churn. And don’t forget to bring your questions!Speakers: Mick Hegarty, BT Group PLC; Chad Rycenga, Charter Communications Inc.; Katrina Conn, Datrain Media; Tony Beller, salesforce.com


7:30 A.M. – 8:30 A.M. NORTH 124Taking Your Cloud-Computing Implementation to Phase 2 and BeyondLevel: Intermediate Your first salesforce.com application is up and running successfully. What’s next? Join this session to hear from companies with tons of experience running cloud applications in their businesses. You’ll hear how they built on their initial success, took advantage of the skills and experience gained from their investment of time and resources, and put governance in place to ensure controlled growth. If you want to know how to move forward with cloud computing in your company, this is a session you won’t want to miss!Speakers: Paul Eide, Sprint Nextel Corporation; Tara House Jaffe, The New York Times Company; Mike Flint, salesforce.com

2:45 P.M. – 3:45 P.M. WEST MEZZANINE 270Rethinking Customer Service in the Media & Communications IndustryLevel: All Some firms now handle traditional customer service in a new way. In this session, learn how firms are innovating their customer service programs and initiatives to better serve their customers and become more competitive.Speakers: Martin Marcinczyk, Comcast Cable Communications Management LLC; Chris Stening, Easynet Connect & UK Online; Arjen Berendsen, Easynet Global Services USA; Douglas Porter, salesforce.com

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LearnTracks & Sessions | Media & Communications / High Tech


Friday, November 20

10:15 A.M. – 11:15 A.M. NORTH 120Energizing Your Deployment with IntegrationLevel: Intermediate Salesforce.com is a game changer, but how do you link it to your other systems? Join this session to learn what top media and communications companies think is required for a phase 1 integration. You’ll also hear about their experiences in setting up and delivering multiple-phase integration plans. Get tips from the experts in your space!Speakers: Karen Lee, Standard & Poor’s; Dave Weller, Thomson Reuters Markets; Fred Kufner, salesforce.com

11:30 A.M. – 12:30 P.M. NORTH 120Custom Cloud Apps for the Media & Communications IndustryLevel: All Build media and communications apps 5 times faster at half the cost. Hear how custom cloud-computing apps are helping media and communications firms become more agile and rapidly solve critical business problems.Speakers: Adam Pricer, Time Warner Cable; Eric Kintzer, Yahoo!; Andrew Mastropietro, salesforce.com

HIgH TECH

Track Description: Salesforce.com is a global standard for high-tech companies, and in this track you’ll learn how leading hardware, software, and semiconductor companies are leveraging Salesforce CRM and the Force.com platform to achieve success in the cloud.

Key Take-aways: Network with your high-tech peers and share ideas: Gain insight to help you increase your momentum and revenues with the Sales Cloud. Hear tips about how to engage with and delight your customers in social media outlets or in your call center with the Service Cloud. And learn how to transform your organization by implementing best practices and using the Force.com platform.


2:15 P.M. – 3:15 P.M. WEST MEZZANINE 270Getting It Right: The Keys for Successful High-Tech DeploymentsLevel: All Are requirements, change requests, and competing priorities creating chaos for your team? High-tech companies know a lot about technology, but when it comes to cross-functional execution, sometimes they don’t know where to start. IT management software solutions provider, CA will share how it developed their best in class governance model. You will learn tangible steps for how to create a successful, scalable model for deployment and beyond.Speakers: Irene Von Toussaint, CA; Andre Pimentel, CA


7:30 A.M. – 8:30 A.M. NORTH 125Achieving a Global Transformation: Yes, It’s Possible!Level: Beginner Need to achieve global transformation in months, not years? Is your organization changing priorities and players midstream? If these scenarios sound familiar, this is your session. Join us to

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LearnTracks & Sessions | High Tech / Professional Services

learn how high-tech leaders from BMC Software and Seagate Technology have achieved global transformations like these. You’ll leave prepared to drive change in your company.Speakers: Burke Butler, BMC Software, Inc.; Parijat Sharma, Seagate Technology LLC; John Esposito, salesforce.com

Friday, November 20

9:00 A.M. – 10: 00 A.M. WEST MEZZANINE 270Salesforce for Semiconductors: Optimizing Design Wins and Maximizing ThroughputLevel: All The complex semiconductor world is wrought with challenges, but you can harness best practices to reap big rewards. In this session, you’ll hear from experts and customers as they share real-world experiences and provide recommendations, so you can start making dramatic changes in your organization today.Speakers: Cheryl O’Connor, Analog Devices, Inc.; Claudia Innes, Fairchild Semiconductor Corporation; William Yam, Maxim Integrated Products Inc.

10:15 A.M. – 11:15 A.M. WEST MEZZANINE 250Got KCS? Delivering a Knowledge-Centered Support Model for High-Tech CustomersLevel: All Knowledge-centered support (KCS) has quickly become the standard in high-tech service centers—but are you ready for it? What does that mean for your customers and agents? Come and learn how you can create and deliver a KCS-focused support process to the delight of your customers and service representatives.Speakers: Todd Hathhorn, ACI Worldwide, Inc.; Chris Chatfield, Qualcomm Inc.; Amanda Roberts, Stone Cobra; Russell Glover, salesforce.com; Kevin Knickrehm, salesforce.com

PRoFESSIoNAL SERvICES

Track Description: Want to know how your colleagues in professional services and business services firms are using Salesforce CRM and the Force.com platform? Learn best practices and see big ideas from customers that are using cloud computing to increase innovation, drive more business, and deliver world-class services.

Key Take-aways: Hear how other firms in consulting, research, staffing, business process outsourcing (BPO), and other business and professional services have used the Sales Cloud, Service Cloud, and Custom Cloud to transform their businesses. Network with others who face the same challenges you do. You’ll learn how to help your organization do more with less.


7:30 A.M. – 8:30 A.M. WEST MEZZANINE 254Run Your Professional Services Business in the Cloud, Part ILevel: All Now, you can run your entire professional services business in the cloud. See how a leading services firm uses salesforce.com and other cloud-computing solutions to nurture leads and drive business development; connect sales opportunities, projects, people, and financials; and support services functions with custom applications for recruiting, HR, and more.Speakers: Kirk Crenshaw, Appirio, Inc.; Mike Epner, Appirio, Inc.; Glenn Weinstein, Appirio, Inc.; Adam Nichols, salesforce.com

11:30 A.M. – 12:30 P.M. NORTH 124Run Your Professional Services Business in the Cloud, Part IILevel: All Traditional enterprise applications focus on inventory and transactions, not the people and projects at the heart of a services organization. In this session, a top-tier services organization will show how managing services resource planning with Appirio’s PS Enterprise product helped grow its business by getting the right people on the right projects for successful delivery to customers.Speaker: Narinder Singh, Appirio, Inc.

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LearnTracks & Sessions | Professional Services / Manufacturing & Retail


Friday, November 20

10:15 A.M. – 11:15 A.M. NORTH 125Beyond Sales: The Custom Cloud for Professional ServicesLevel: All Think outside the box. Look beyond business development and see how industry leaders are using custom Force.com applications for non-conventional uses to drive innovation and collaboration while lowering costs.Speaker: Jeff Christofis, Kelly Services Inc.

11:30 A.M. – 12:30 P.M. NORTH 125Small Firms, Big Clients: Salesforce CRM As Your Competitive AdvantageLevel: All Small businesses are using salesforce.com to beat competitors many times their size and take down big clients on a global scale. Come learn how savvy companies are leveraging Salesforce CRM and portals to get closer to their big clients, transform information-sharing and collaboration, and drive world-class customer satisfaction.Speakers: Russell Teague, Arsenal Security Group; Kenneth Lopez, LawProspector + Animators at Law; Phil Walker, Phil Neal Walker Law Corporation; David Ciccarelli, Voices.com

MANuFACTuRINg & RETAIL

Track Description: Interested in knowing how other manufacturers and retailers are managing their businesses with Salesforce CRM? Stop by these sessions to hear how other companies have addressed industry challenges with cloud computing.

Key Take-aways: Learn tips and tricks for using the Sales Cloud, Service Cloud, and Custom Cloud to drive efficiencies in your manufacturing business and keep every customer returning to your retail stores. Talk shop and network with people in your industry.


7:30 A.M. – 8:30 A.M. WEST MEZZANINE 270Manufacturing Custom Clouds: Innovative Force.com Applications for ManufacturingLevel: All You know what you can make with metal, plastic, and paper. But what about cloud? Join us to see how manufacturing companies are developing custom cloud applications to drive more business and improve profitability. Hear shop talk on how to get started manufacturing in the cloud. Oh, the possibilities!Speakers: Mike Murphy, Ashland; Valerie Roush, salesforce.com

Friday, November 20

9:00 A.M. – 10: 00 A.M. NORTH 124The World Is Flat: Managing Your Manufacturing Business Across Multiple SitesLevel: All Whether your company is a large international conglomerate or a small regional manufacturer, your operations aren’t under the same roof. Fortunately, all your data can be in the same cloud, letting you manage your R&D, sales, and service efficiently. Learn best practices for using cloud computing in a flat world.Speakers: Keith Overbay, American Water Heater Company; Herman Boyd, DuPont; Bryan Gross, Tyco Electronics; Kevin Sherman, salesforce.com

73

LearnTracks & Sessions | Manufacturing & Retail / Nonprofits, Public Sector & Education

11:30 A.M. – 12:30 P.M. NORTH 124Secrets for Building Brand Loyalty with Cloud ComputingLevel: All Want to learn the secret of building your brand without breaking the bank? Thinking about brand strategies that include sales, marketing, service, and social media? Hear tips and tricks from current customers about how they use cloud computing to polish their brands and delight their customers. But shhh, keep the insights to yourself!Speakers: Cecile Hudon, Starbucks; Graham Clarke, salesforce

NoNPRoFITS, PuBLIC SECToR & EDuCATIoN

Track Description: Calling all nonprofit, education, and government professionals! This track will give you the skills and knowledge you need for more effective constituent engagement, community management, program delivery, and organizational transparency. Learn how to harness the power of the Force.com platform and Salesforce CRM to achieve your social mission.

Key Take-aways: Meet and network with nonprofit, education, and public service professionals facing similar challenges to share ideas and solutions, so you can optimize working in the cloud. You’ll gain hands-on support and education on how to manage your programs and outcomes using the latest and greatest salesforce.com technologies.


7:30 A.M. – 8:30 A.M. SOUTH 104Hands-On: Getting the Most Out of the Salesforce CRM for Nonprofit Starter PackLevel: Beginner You’ve got the Salesforce CRM for Nonprofit Starter Pack. Now use it to make your organization more efficient and effective. In this hands-on session, you’ll learn how the Nonprofit Starter Pack works and how to extend it to meet your needs.Speaker: Steve Andersen, salesforce.com

11:30 A.M. – 12:30 P.M. ESPLANADE 300Social Innovation in the CloudLevel: All Whether you work with a nonprofit, education, or public service organization, today you’re being asked to do more with less. Hear how top social change heroes have taken the best of Salesforce CRM to increase constituent engagement while using the power of the Force.com platform to ensure program effectiveness and transparency. From improving fund-raising strategies to tracking stimulus funds to reporting on programs and impact, this is a session you won’t want to miss.Speakers: Chris Sarette, Invisible Children Inc.; James Bullard, TransFair USA; Steve Wright, salesforce.com

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LearnTracks & Sessions | Nonprofits, Public Sector & Education


1:30 P.M. – 2:30 P.M. WEST MEZZANINE 254Native Functionality: If You’re Not Using It, You’re Losing ItLevel: All Are you ready to use the power of cloud computing to show the strength of your less-than-enterprise-sized organization? Join us to learn how some of the smallest yet most innovative organizations are using native Force.com functionality to increase their reach and impact.Speakers: Joan Nowlin, Educational Testing Service; Anil Patel, Framework Foundation; George Schoemaker, State of Utah; Robert Lamb, salesforce.com; Kim Schefter, salesforce.com

2:45 P.M. – 3:45 P.M. WEST MEZZANINE 254Donor and Member Management 2.0Level: All Many nonprofits of various sizes and levels of sophistication have replaced their donor database products to take advantage of the benefits of cloud computing on the Force.com platform. Come see how innovative organizations have leapt to success using Force.com to manage advanced donor-cultivation strategies in a Web 2.0 world.Speakers: Keith Heller, Heller Consulting; John Barnes, Model Metrics Inc.; Jennifer Caddick, Save the River; John Nesbitt, Second Harvest Heartland; Meghan Nesbit, salesforce.com

Friday, November 20

9:00 A.M. – 10:00 A.M. WEST MEZZANINE 254Providing Transparency and Measuring Your ImpactLevel: All Today, public service organizations are increasingly scrutinized on the transparency of their programs and spending toward social impact. Transparency and accountability are values that, when strategically executed, lead to high levels of trust between an organization and its constituents. Learn how other companies are using Salesforce CRM and analytics to easily and scalably expose their commitment to transparency and accountability.Speakers: Brad Presner, Acumen Fund Inc.; Steve Hardgrave, Gray Ghost Ventures Management Company, LLC; Steven Saboe, U.S. Department of State - NDF; Michelle Best, salesforce.com

10:15 A.M. – 11:15 A.M. WEST MEZZANINE 254So Many Apps, So Little TimeLevel: All Get ready: We’re unlocking powerful ways for your nonprofit or institution to extend its use of the Force.com platform with the AppExchange and custom apps. Join us to see the essential apps every organization needs, and learn about the wide discounts available through our Power of Us partner offerings. Bring your questions—we’ve got answers!Speakers: Alicia Schmidt, Bay Area Video Coalition; Marc Baizman, Root Cause Institute; Lindsey Anderson, salesforce.com

11:30 A.M. – 12:30 P.M. WEST MEZZANINE 254Taking Education to a Higher LevelLevel: All The buzz is true: Cloud computing is revolutionizing the education industry. Why do many believe that “education on demand” is *vital* to the future success of our institutions and their students? Join us to learn how cloud applications such as salesforce.com and Google plus social networks like Twitter and Facebook are being used to reinvent our educational institutions. From recruiting and retention to student information tracking, to alumni development... all in the cloud!Speakers: Justin Edelstein, New Leaders for New Schools; Seamus Harreys, Northeastern University; Mark Dickey, salesforce.com

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learn:force.com

zoneThe Force.com Zone is the conference-within-a-conference for technical attendees and partners. Come to the Force.com Zone to meet experts and evangelists who can handle all your Force.com-related questions. You can also get hands-on experience in the Immersion Lab, building Force.com applications and learning from 50+ technical and partner sessions. Finally, participate in the second annual Force.com Developer Hackathon, apply your new skills, and win great prizes.

The Force.com Zone is in the Esplanade in Moscone South and is open during the following hours:

Tuesday, November 17 6:00 p.m. – 8:00 p.m.Wednesday, November 18 7:30 a.m. – 9:00 a.m. 11:00 a.m. – 8:00 p.m.Force.com Developer Hackathon 5:45 p.m. – 8:00 p.m.Thursday, November 19 7:30 a.m. – 9:00 a.m. 11:00 a.m. – 4:15 p.m.Friday, November 20 7:30 a.m. – 1:00 p.m.

Force.com ZoneWelcome to the Force.com Zone, a one-stop shop for all things technical and partner related. The Zone will have something for everyone, whether you’re an advanced developer or just starting out. Build an app with self-paced tutorials or get help from a Force.com expert. Attend technical sessions to expand your knowledge. Get your problems solved or do a code review with 1:1 consultations. Lounge and learn with a hot cup of coffee in the Stratus Café. It’s all here!

ALL THINGS TECHNICALTechnical SessionsLearn Force.com development, architecture, and best practices from the very best. An army of technical evangelists, product managers, and top developer community members will be presenting more than 50 technical sessions in 5 different tracks:

:: Admin to AppBuilder:: Beginning Developers:: Advanced Developers:: Backstage Pass:: IT Executives

Immersion LabRoll up your sleeves and dive right into Force.com with the newly updated Force.com tutorials in the Immersion Lab. Learn at your own pace. Work solo, work together with your peers, or work with a Force.com expert as you walk through the tutorials building an application in the cloud. Don’t forget to grab the cool and handy Force.com Cheat Sheets for Force.com code (Apex), Force.com pages (Visualforce), and the Force.com API.

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Learn Force.com Zone

Code ConsultationsNeed help architecting or coding your application? You can get deep technical help for building applications in the cloud by reserving a private 1:1 consultation with a Force.com expert. Book online and book early. Appointments are limited!

ALL THINGS PARTNERPartner SessionsBuild a business in the cloud! The Partner Success track consists of 10 sessions covering business planning, fundraising, distribution options, sales and marketing best practices, legal advice, and more.

Partner ConversationsWhether you’re a new or existing partner, you’ll want to stop by to learn the latest about our various partner programs and touch base with salesforce.com’s alliances team.

Force.com PartnersExperience the latest innovations and learn about the offerings from our partner community. Partners will be showing off their hottest applications and services and discussing how to make the most of the Force.com ecosystem.

ALL THINGS COOLForce.com Developer HackathonBack by popular demand, the Force.com Developer Hackathon is the don’t-miss event of the week, and it’s bigger and better than before! This exciting code competition will challenge developers to show us what they’re made of (and also what great cloud apps they can build). If that’s not enough, we’ll be giving away lots of goodies. All skill levels (including beginners) are welcome. Be there for the kick-off, which starts at 6:00 p.m. The full event is Wednesday night: 5:45 p.m. – 8:00 p.m.

Stratus CaféThe Stratus Café is where you go to chill, mingle, and grab some caffeine. Learn while you lounge—and not just about Force.com applications, either. Adobe, which is sponsoring the café, will also have its top technical experts on hand, so take this opportunity to learn more about RIA, Flex, and other synergies.

Developer Force Twitter VueStay on top of Force.com Zone happenings by tweeting and following the Developer Force Twitter Vue (aka DFTV). Besides announcing upcoming sessions and events, we’ll also be challenging attendees with Force.com trivia questions. Watch DFTV in the Force.com Zone or your browser at developer.force.com/dftv. Join the conversation using the Twitter tag #foretrivia. Prizes awarded daily.

Rolling Candy CartNeed a sugar fix? Catch the rolling candy cart for a free sweet!

“Force.com lets us dream big about results without having to dream big on how to code.”—Chris Sarette

VP of Business Operations, Invisible Children


learn:hands-on

trainingNo other conference teaches you so much—and then gives you the ability to roll up your sleeves and put your knowledge into immediate action. From role-based training and hands-on sessions to success clinics, don’t miss your chance to get down-and-dirty with all the new products, features, tips, tricks, and best practices right here at Dreamforce.

HANDS-ON TRAINING FOR EVERYONE We believe everyone should experience firsthand what you can do with Salesforce CRM applications and the Force.com platform. That’s why we offer free help-and-training sessions as part of your Dreamforce conference pass. We have hands-on classes for advanced reporting, dashboards, workflow, approvals, building custom apps, ideas communities, customer portals, mobile access, Salesforce to Salesforce, Salesforce CRM Partners, Force.com code (Apex), Force.com pages (Visualforce), Force.com sites, and more! There’s a hands-on session to give you the interactive instruction you need, right within your area of interest.

BECOME A SALESFORCE.COM STARWant to become a salesforce.com hero? Our training classes give you the skills you need to optimize our application and build killer apps that will translate to success for your organization. Find out why workshop alums say this is the best investment they’ve made all year!

Want to learn about our Dreamforce discounts and special offers or learn how to get all-you-can-eat training? Stop by the Training and Certification booth for details on how to receive your gift card, training classes for less, or to hear more about Premier Training.

With Premier Training, you can train as many users as you want as often as you need. Plus, you’ll get:

:: Self-paced online courses :: Instructor-led regional and virtual classes :: Certification exams :: A week-long private class for administrators or developers :: An annual training consultation to create a training plan that’s right for you

“Training and certification lets us use Salesforce to its full potential—and makes us more successful.”—Faun Clark

Global IT Application Manager, Intergraph

TIP: Stop by South 102, 103 & 104 to see a full list of all hands-on training.

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learn:salesforce.comcertification

In times like these, you need to get the most from every investment. Whether you’re new to Salesforce CRM and Force.com or have used them for years, training and certification ensures that everyone is realizing the full potential of the application and the platform.

Are you ready to begin the certification process? Did you become certified at Dreamforce ’08 and are now ready to move to the next level? We’re eager to help you certify your success at Dreamforce ’09!

The Salesforce.com Certification program is a potent combination of in-depth training and certification levels that add up to more value for your company plus credentials you can bank on as an individual.

Choose from five levels of certification::: Administrator:: Advanced Administrator:: Force.com Developer:: Advanced Force.com Developer:: Consultant

We’ve put together multiday, in-depth classroom training to give you the best opportunity to pass the certification tests with flying colors. Taking the certification test is not mandatory, but we highly recommend it. We promise you’ll walk away feeling energized and ready to go.

So go ahead… Certify your success and show how much you know!

“If you become Salesforce.com Certified, you can go anywhere in your career.”—Mike Simonds

Developer, Maxim Integrated Products Inc.


learn:partnersuccess

READY TO BuILD AND GROW YOuR BuSINESS AS A SALESFORCE.COM PARTNER? We have a complete experience planned for partners at Dreamforce ’09, including expert speakers, innovative new strategies, and the latest best practices on how your company can partner with us for shared success. These activities are designed for all existing partners attending Dreamforce ’09 or for anyone interested in becoming a salesforce.com partner.

PARTNER SuCCESS BREAKOuT SESSIONSJoin us in multiple breakout sessions designed for ISVs and consulting partners who are building their businesses in the salesforce.com partner ecosystem. Topics include new go-to-market programs, sales strategies, and technology overviews.

Sessions include::: Market Like Salesforce.com: Best Practices and Tools for Partners:: Maximize Your Revenues: Market and Deliver Your Solutions on the AppExchange:: Consulting in the Cloud: Salesforce.com’s Consulting Partner Program:: The Fastest Path to the Cloud: Salesforce.com’s ISV Partner Program:: Salesforce.com’s Product Vision: A Sneak Peek for Commercial Partners :: Sell Like Salesforce.com: Best Practices and Tools for Partners

:: Cloudnomics: Creating a Financial Plan for Your Force.com Business:: From the Front Line: Secrets to Success from Top Consulting Partners:: 7 Secrets of Cloud Startup Success:: From Garage to Glory: Insider Tips and Techniques from Top ISV Partners

See Page 64 for full session descriptions and daily schedule.

PARTNER CONVERSATIONSForce.com Zone (Moscone South Esplanade)Want to meet the salesforce.com alliances team and network with other partners? Come find answers to your questions and work on your partnership strategies in the Partner Board Room located in the Force.com Zone.

PARTNER RECEPTION (for Partner Sponsors only)Thursday, November 197:00 p.m.–9:00 p.m.Temple Nightclub, 540 Howard StreetCelebrate the last night of Dreamforce ’09 at our exclusive networking reception for our global partner community and the salesforce.com alliances team. Make sure to wear your Dreamforce badge to gain entry. It’s a great way to wind down after an action-packed couple of days. And who knows—maybe you’ll uncover your next key partnership.Sponsored by:

On a smarter planet,the question isn’t what can we do.The question is what will we do?Let’s build a smarter planet. Learn more. Visit IBM in Booth 501.

IBM, the IBM logo, ibm.com and the globe design are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml. © IBM Corporation 2009. All rights reserved. P23292

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expl

ore Cloud Expo

The Cloud Expo is the perfect place to launch your dreams into the clouds and maximize your investment in Salesforce CRM. Here, you can meet face-to-face with more than 250 of our partners who will showcase 1,000+ integrated solutions. Get inspired, get informed, and get connected.

The Cloud Expo and Salesforce.com Campground, located in Hall D on the Exhibit Level of Moscone North, are open during the following hours:

HouRSTuesday, November 17 6:00 p.m.–8:00 p.m.

Wednesday, November 18 7:30 a.m.–9:00 a.m. 11:00 a.m.–8:00 p.m.

Thursday, November 19 7:30 a.m.–9:00 a.m. 11:00 a.m.–4:15 p.m.

Friday, November 20 7:30 a.m.–11:30 a.m.

The innovation at the Dreamforce Expo was overwhelming.

—John BarnesCTOModel Metrics


salesforce.comcampground

explore:

Remember when you thought camp was the coolest place on the planet? At Dreamforce, it still is! Welcome to the salesforce.com Campground—your go-to destination to learn about our newest products, services, and community. The Campground lets you get hands-on with our products, so you can experience the power of cloud computing or get personalized help from our experts and cloud evangelists. We’ll help you make doing business in the cloud almost as fun as, well, camp. You’ll find the Campground in the back of the Cloud Expo.

SERVICE CLOuD 2—LIVE@DREAMFORCECome and see a live contact center—powered by the Service Cloud—in action! That’s right, we’ll have agents taking phone calls, Tweeting, emailing, and helping to create the ultimate Dreamforce experience.

Check it out from the sidelines and then jump right in with our self-service kiosks. Want to talk to someone face-to-face? Walk up to our help desk, concierge service, and success agents. Let us help you get the most out of Dreamforce.

ExPERIENCE THE CLOuDSalesforce.com Demos You know how they say “seeing is believing”? When you see our demos, you’ll not only understand cloud computing, you’ll be in the cloud! Want to learn about the latest sales and marketing features? Want to see how our Service Cloud helps you respond to customers wherever they are? Or maybe you want help figuring out how to start building an app on our Force.com platform?

Then step into the Campground to see how the latest innovations in the Sales Cloud, Service Cloud, and Custom Cloud help you build, run, and grow your business—in the cloud, of course. Plus, get up to speed on the Winter ’10 release features and check out the news that will have everyone talking.

Salesforce.com and Key Strategic Cloud PartnersCloud computing helps you reach new heights. Stop by our strategic partner area to see how salesforce.com has partnered with the leaders of cloud computing— Google, and Twitter— to provide unparalleled products and features for you and your organization.

RESOuRCES FOR SuCCESSSuccessTeam ExpertsHave a quick question? Talk to our experts who can help you with everything from general questions to technical problems.

SuccessTeam 1:1 ClinicsHave a longer question? Success clinics are the perfect venue to get them addressed. Whether you’re looking to increase your salesforce.com usage or wondering how to ensure your overall success, our staff of experts can help you. Reserve your private 30-minute consultation online or at the registration desk in the Expo, but be sure to book early—these slots fill up fast!

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ExploreSalesforce.com Campground

Meet Your SuccessTeamReady to do more with the cloud? Then stop by and meet certified experts from our Training, Support, and Consulting teams. Learn how these members of your “success team” can help you train new users and administrators, build new apps, optimize your current configurations, extend your team with expert support and much more. Plus, don’t forget to take advantage of special contests and promotions—available only at the campground!

JOIN THE COMMuNITYCustomer Hero Theater Want to see what customers like you have accomplished with salesforce.com? Come to the Customer Hero Theater to hear from ordinary individuals who have used salesforce.com to run and grow their business with ease. Enjoy product demos, short presentations, and interactive sessions that will leave you inspired to take your business to new heights, in the cloud.

Salesforce.com FoundationSalesforce.com employees have given more than 150,000 hours in volunteer time worldwide since the company’s founding in 1999. In addition, through the Salesforce.com Foundation’s programs, the company has donated more than $14 million in global grants to youth and technology programs and is supporting more than 7,000 nonprofits with our product. Visit the Salesforce.com Foundation booth for ideas on how you can make philanthropy part of your corporate culture—whether it’s volunteering time, finding a cause to support, or integrating an organizational 1% model.

Cloud CaféInformation overload? Need a break? Hang out in the Cloud Café, grab a cup of coffee, and take in the scene before heading to your next Dreamforce destination.


The world is going mobile. Dreamforce is your chance to learn everything you need, so you can put your company on the path to mobile freedom and productivity with Salesforce CRM’s mobile functionality. Visit the mobile area and:

:: Get your free Mobile Lite account:: Watch live product demos:: Talk to a mobile expert:: Check out the hottest smartphones and services from top vendors:: Charge your phone at our free charging stations

FREE! SIGN uP FOR MOBILE LITEDid you know salesforce.com has a free mobile application? It’s called Mobile Lite. All you need is a smartphone device and a Salesforce CRM Professional or Salesforce CRM Enterprise Edition license, and in minutes, you’ll be accessing your Salesforce CRM records like a mobile pro! And for Salesforce CRM Unlimited Edition customers, full mobile functionality is already included in your subscription. Let one of our mobile experts show you how to get started today.

ATTEND A MOBILE TRACK SESSIONDreamforce is all about learning, and this year is no exception. Listen and learn as customers and mobile experts share their secrets on the best practices for mobile access to Salesforce CRM that will drive your business to new heights. From hands-on sessions to real-life customer success stories, you’ll leave with the information you need to make your mobile deployment a stellar success.

VISIT OuR MOBILE SPONSORS AND SEE THE LATEST TECHNOLOGYWith more mobile sponsors than ever, the mobile area at Dreamforce is the place to be. Check out the latest smartphone devices, learn about wireless networks, see cutting-edge mobile technology at work, and watch live sponsor demos on the big screen.

CHARGE uPAt a trade show, your mobile device is your lifeline back to the office. But apps, emails, and calls can drain a battery fast. So if you find yourself staring at the dreaded red battery icon, drop by the mobile area anytime and grab a charge, on us. And while your phone is juicing up, take in a product demo, talk to a mobile expert, or visit one of our mobile sponsors.

WIN A DEVICE!Is your mobile device so old it’s missing all the latest bells and whistles? Then enter to win one of dozens of new devices that will have you looking like James Bond with a special edition supplied by “Q.” Come by the mobile area for your chance to win!

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patented technology is at the core of every FPX sales application including our popular,

multi-tenant CPQOnDemandTM application. Our newest innovation—CPaaS—gives companies

unlimited flexibility to integrate FPX’s powerful configuration engine and Product DataManager

into their own cloud-based applications.

There’s a reason FPX is considered the true leader in sales intelligence. We invented the space.

We’re shaping it and continually bringing new innovation to the market like the perfect cloud

formation of CPaaS and FORCE.com. Put our power for revenue behind your sales. To learnmore,

visit us at Booth 601 or at www.fpx.com.

LEARN MORE ABOUT THISPERFECT CLOUD FORMATIONAT BOOTH 601

CONFIGURE FAST. PRICE NOW. QUOTE PERFECT.

Rugged comes in many foRms. We offeR eveRy one of them.mot

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In harsh, unforgiving environments – particularly outside the four walls – you want mobile computers that can stand the heat (as well as the cold, windblown dust and moisture). Motorola Rugged Mobile Computers are more than up to the task. From size-optimized to ultra-rugged with modular keypads, they’re designed to work in extreme temperatures, sealed to keep out the elements, and tumble and drop-tested to withstand the jolts of real-world use. In other words, they’re built for the most demanding applications you can imagine. Best of all, these easily deployed Rugged Mobile Computers feature integrated wireless technology, enabling converged voice and data communication for your workforce, even when they’re out in the field. It’s the secret to unleashing maximum productivity across the enterprise. And it’s just another way Motorola puts Enterprise Mobility in the palm of your hand. HELLOMOTO™

MOTOROLA and the Stylized M Logo are registered in the U.S. Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2009. All rights reserved.

foRce.com Just Went RuggedDevelop and Deploy on force.com for any Mobile Sales and Service WorkerFind us in the Mobile Lounge! Track Session: Thursday November 19 • 1:30pm-2:30pm • West Mezzanine 270

Motorola, Inc.1303 East Algonquin Road

Schaumburg, IL 60196www.motorola.com

88

ExploreStrategic Cloud Partners / Platinum Sponsors


PLATINuM SPONSORS

www.accenture.com

Accenture is a global management consulting, technology services, and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. With approximately 177,000 people serving clients in more than 120 countries, the company generated net revenues of US$23.39 billion for the fiscal year ended August 31, 2008.

www.appirio.com

Appirio (www.appirio.com), a cloud solution provider, offers both products and professional services that help enterprises accelerate their adoption of the cloud. With over 2500 customers, Appirio has a proven track record of implementing mission-critical solutions and developing innovative products on cloud platforms such as salesforce.com, Google Apps, and Amazon Web Services. From offices in the U.S. and Japan, Appirio serves a wide range of companies including Avago, Hamilton Beach, Japan Post Network, Ltd, Pfizer and Qualcomm. Appirio was founded in 2006, is the fastest growing partner of salesforce.com and Google, and is backed by Sequoia Capital and GGV Capital.

www.astadia.com

Astadia is the global leader in technology-enabled business consulting, focused on Cloud Computing and SaaS technologies. They are the top Salesforce.com partner by projects delivered, certified consultants, and customer satisfaction. Astadia’s proven methodologies analyze business challenges and document effective solutions that lead to improved customer relations and tangible business results. The company’s four practice areas are: Sales acceleration, Marketing acceleration, Customer Service and Support, and Cloud transformation/Application Rationalization for IT. Astadia has delivered solutions in over 30 countries in the U.S., Europe and Asia. Their partners include salesforce.com, Google, and Eloqua. Astadia offers a new Cloud computing resource at www.astadia.com.

STRATEGIC CLOuD PARTNERS

www.google.com www.twitter.com

89

ExploreStrategic Cloud Partners / Platinum Sponsors

PLATINuM SPONSORS

www.bluewolf.com

Bluewolf is a global pack of experts committed to partnering with clients to attain agile business transformation. Only Bluewolf can bring 10 years of best practices to every project and guarantee its success. Our world class portfolio proves our ability to match our agile methodology with unparalleled vision. From demand generation to close, channel strategies to customer care, Bluewolf helps clients attain efficient business performance, gaining the label of tomorrow’s business standard. Bluewolf is committed to our client partnerships, including Time Warner Cable Inc., Adobe, Advance Publications Inc., Fox, CNN, BP Solar International Inc., Chevron Corporation, Hess Corporation, Unisource Worldwide, Inc., Beazer Homes, Nationwide Mutual Insurance Company, and the The Hartford Insurance.

www.ca.com

CA Inc. (NASDAQ: CA) is the world’s leading independent information technology (IT) management software company. We help companies manage IT to become more productive and better compete, innovate and grow their businesses. With our Enterprise IT Management (EITM) software and expertise, customers can achieve lean IT. They can get the most value from IT at the lowest costs in complex computing environments, whether distributed, mainframe, cloud or virtualized. Founded in 1976, CA serves customers in diverse industries in virtually every country in the world and reported fiscal year 2009 revenue of $4.3 billion.

www.callidussoftware.com

Callidus Software is the market and technology leader in Sales Performance Management (SPM) solutions, services and best practices. SPM combines incentive management solutions, to help businesses achieve maximum sales cost efficiencies, and performance management solutions, to drive continuous improvements in sales execution. Callidus will be featuring two Force.com solutions—Commissions Manager and Plan Communicator—and the Callidus Monaco Suite which incorporates the market leading incentive compensation management solution, sales objective management, quota management, sales communications and mobile platform, together with end-to-end sales performance reporting and analytics.

www.deloitte.com

Packaged software was fine in the 1990s, but this is a new time. A time when the power of ideas —not the power of software—helps companies accomplish great things. But salesforce.com’s alone won’t make the difference. It’s people—working towards a clear goal, based on a solid strategy, and understanding the potential of the Cloud. That’s where Deloitte comes in. We’re a leader in delivering technology services and understanding how to realize the power of Cloud Computing. We help you set that vision, rally the organization around it, and stay on the track to success. Learn more at www.deloitte.com

90

ExploreGold Sponsors


GOLD SPONSORS

www.aprimo.com

About Aprimo®: Aprimo® is excited to announce Aprimo Marketing Studio™, an on-demand marketing automation application, purpose-built for marketers to manage all aspects of integrated online marketing campaigns. Aprimo Marketing Studio™ connects to Salesforce CRM out of the box to automate lead management from inception, through nurturing and disposition to sales for B2B marketers. Take your online marketing to the next level with robust email marketing, lights-out campaigns, advanced segmentation, blogging and display advertising. Stop by booth #510 to see a demo and get a free online profile analysis.

www.att.com

AT&T’s wireless solutions give sales professionals the ability to stay informed, collaborate on opportunities, and update account information directly from the field, where sales information is fresh and actionable. With wireless access to Salesforce Mobile on a laptop or PDA, your sales team can connect seamlessly to their Salesforce CRM application – enhancing their productivity and driving efficiency by performing real-time searches and updates directly on their handheld device.

www.bigmachines.com

BigMachines is the global leader in on-demand sales configuration, quoting, and proposal software, helping you SELL MORE and SELL FASTER. Quickly and easily configure products, generate 100% accurate quotes, eliminate pricing errors, build proposals and contracts on the fly, and route approvals electronically. BigMachines streamlines processes for sales teams and resellers/channels and easily integrates with salesforce.com and ERP systems. BigMachines was named the “Best Quoting Tool” by customers on the AppExchange.

www.castiron.com

Cast Iron Systems is the #1 cloud integration provider. The Cast Iron Solution integrates Force.com and Salesforce CRM with other enterprise applications and can be deployed on-premises or delivered as a cloud-based integration service. With Cast Iron’s built-in simplicity and preconfigured process templates, you can easily integrate Force.com and Salesforce CRM with ERP, databases, home-grown, and other SaaS applications in just days.

www.cisco.com/go/cc

Cisco Systems is the world leader in IP-based contact center solutions for businesses of all sizes. Cisco Unified Contact Center solutions leverage the power of collaboration and Cisco Unified Communications to transform customer care from simple phone transactions into personalized, content-rich experiences that employ voice, video, speech, web, e-mail, IM, and the power of the network to create compelling, secure, resilient, and cost-effective customer interactions.

91


GOLD SPONSORS

www.edlconsulting.com

CloudCraze was created by EDL Consulting to help Salesforce.com enterprise CRM customers quickly and easily extend their CRM systems to perform eCommerce and order-entry transactions. CloudCraze-developed sites take advantage of the infinite scalability and reach of the Force.com platform, allowing companies to scale usage on-demand.

www.cognizant.com

Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process outsourcing services. With more than 50 global delivery centers and approximately 63,700 employees, Cognizant works together with clients to make their businesses stronger. Cognizant offers a wide range of services in salesforce.com and Force.com, leveraging the CoE model to assist with building effective solutions, involving complex integration. Cognizant is a salesforce.com Global Partner. To learn more, visit us at www.cognizant.com.

CRMfusion

www.crmfusion.com

CRMfusion Inc. specializes in data quality solutions specifically for hosted databases. For salesforce.com customers, CRMfusion develops DemandTools™, PeopleImport™, and DupeBlocker™, the leading data quality solutions used by more than 2,000 administrators in 15 countries. Based outside Toronto, Canada, CRMfusion has been developing data quality solutions since 2000.

www.docusign.com/salesforce/

DocuSign is the leading provider of on-demand software services for electronic signature. Our award winning platform empowers individuals, small businesses and enterprise organizations to quickly and securely get documents signed in minutes —not days, slash operating costs up to 90%, and dramatically improve customer satisfaction, and compliance. Using DocuSign for Salesforce, customers can truly Close it in the Cloud!SM and immediately get leaner, greener, faster and more profitable without additional investments in technology.

www.eloqua.com

Eloqua is the marketing automation leader and provider of best practices expertise for marketers around the world. Thousands of customers rely on Eloqua to execute, automate, and measure programs that generate revenue. Eloqua helps decode its buyers’ Digital Body Language™ by improving the quality and quantity of sales leads, increasing marketing effectiveness, and accelerating the selling process. Eloqua is headquartered in Vienna, Virginia, with offices in Toronto, London, Singapore, and throughout North America.

92



GOLD SPONSORS

www.financialforce.com

FinancialForce.com is the new name for CODA 2go! Cloud-based FinancialForce Accounting is here—and Accounting will never be the same again. Just like Salesforce CRM, FinancialForce is built on the proven Force.com platform. So it’s pre-integrated with the CRM, equally flexible and secure, and will delight you with the same legendary ease of use. FinancialForce Accounting gives you on-line, real-time financial information, always in balance and always up to date. For organizations of any size!

www.fpx.com

FPX, LLC provides Configure-Price-Quote® applications for companies with complex product configuration and pricing issues. Thousands of Perfect Quotes are produced every month in multiple languages and currencies with FPX’s Product Configuration Engine. It is at the core of our multi-tenant CPQ OnDemand and our newest innovation—CPaaS—which provides a development environment that leverages the Force.com platform. Both deliver rapid ROI with improved order accuracy, inventory forecasting and an overall improvement to the bottom line.

solutions.us.fujitsu.com

Fujitsu America provides a complete portfolio of business technology services, computing platforms, and industry solutions. Our platform products are based on scalable, reliable and high-performance server, storage, software, point-of-sale, and mobile technologies. We also offer a full suite of onshore, near shore and offshore system integration, outsourcing, and datacenter services covering applications, operations, infrastructure, customer service, and multi-vendor lifecycle services. Fujitsu has industry-specific solutions for retail, manufacturing, healthcare, government, education, financial services, and telecommunications sectors.

www.ibm.com

IBM has the software and services to help you get the most from your Salesforce.com investment. Cognos business intelligence and analytics. Lotus for integrated, online collaboration and messaging solutions. InfoSphere for a single data view across on-premise and cloud applications. IBM Global Services to help you to build a cloud strategy roadmap—and integrate your salesforce.com deployment to the rest of your organization. See what we have to offer in booth 501.

93


GOLD SPONSORS

TM

Web & Video Conferencing

www.ilinc.com/dreamforce09

iLinc Web and video conferencing solutions empower you to achieve your organizational goals easily and quickly, making it possible for you to accomplish more, travel less, achieve work-life balance, and preserve the environment. iLinc’s software-as-a-service (SaaS) delivery, industry-leading service, and integrations such as iLinc for Salesforce, which automatically synchronizes Web conferencing and CRM data, increase operational efficiency across the organization, letting you drive more revenue. For more, visit www.ilinc.com/dreamforce09.

www.incontact.com

At inContact, we provide end-to-end contact center services and network connectivity—in the cloud. We “Wow!” our customers by delivering the most proven solutions, quickly and with ease, helping them lower the cost and improve the quality of every customer interaction. Beyond connectivity our services include: call handling, agent optimization, workforce management and customer feedback solutions.

www.InformaticaOnDemand.com

Informatica Corporation is the world’s number one independent leader in data integration software. The Informatica Platform provides organizations with a comprehensive, unified, open and economical approach to lower IT costs and gain competitive advantage from their information assets. More than 3,700 enterprises worldwide rely on Informatica to access, integrate and trust their information assets held in the traditional enterprise and in the cloud. Informatica On Demand was named 2008 AppExchange integration application of the year.

www.insideview.com

InsideView’s pioneering Sales Intelligence application, SalesView, is the overall most popular and top-rated application available on the AppExchange. Leveraging the InsideView Smart Cloud, SalesView intelligently aggregates and analyzes relevant personal, professional, and corporate data in real time from traditional editorial sources and social media to uncover new sales opportunities. SalesView presents the resulting intelligence natively within salesforce.com to maximize sales team productivity and accelerate sales cycles.

RGB: 86, 138, 179CMYK: 69, 38, 15, 0HEX: #568ab3Pantone 646C

RGB: 153, 153, 153CMYK: 43, 35, 35, 1HEX: #999999 Pantone Cool Grey 9 C

www.liveops.com/on-demand-contact-center

LiveOps offers two innovative solutions for enterprises: Contact Center in the Cloud, a SaaS platform for managing contact centers, and Workforce in the Cloud, an on-demand workforce for outsourcing call center calls. LiveOps On-Demand Contact Center Platform brings the innovation of cloud computing to contact centers by enabling enterprises to rapidly deploy a mission critical and instantly scalable contact center platform in a pay-per-use model. Companies can achieve greater agility and operational efficiencies using the LiveOps platform.

94



GOLD SPONSORS

www.modelmetrics.com

Model Metrics delivers applications and services at the cutting edge of the fast-growing cloud computing industry. Since its founding in 2003, Model Metrics has become one of salesforce.com’s most diversified and respected partners. Headquartered in Chicago with offices in San Francisco, Los Angeles, New York, Detroit, Minneapolis, and Dallas, Model Metrics’ customer base spans all industries and includes enterprises such as Abbott, Allstate, Aon, Cars.com, CME Group, Honeywell, InfoUSA, MasterCard, Medtronic, and Orbitz.

www.motorola.com

Motorola is known around the world for innovation in communications and is focused on advancing the way the world connects. From broadband communications infrastructure, enterprise mobility and public safety solutions to high-definition video and mobile devices, Motorola is leading the next wave of innovations that enable people, enterprises and governments to be more connected and more mobile. Motorola (NYSE: MOT) had sales of US $30.1 billion in 2008. For more information, please visit www.motorola.com.

R

www.right90.com

Right90 provides on-demand software to easily capture, vet, and analyze the data necessary to create a real-time, trusted sales forecast. With immediate insight into sales forecast changes, Right90 delivers actionable information that companies can confidently act on to achieve business goals. Companies in manufacturing, professional services, consumer goods, and energy verticals have successfully deployed Right90 to deliver superior product pricing, availability, and features to their customers, while improving margins, cash flow, and revenue.

www.salesgenie.com/dreamforce

Salesgenie.com is the leading provider of targeted lead generation for sales professionals. Salesgenie offers targeted online access to the highest quality business and consumer sales leads in the industry. Advanced filtering, mapping, and scoring capabilities enable users to zero in on more prospects like their best customers. Salesgenie is available on demand from a laptop or a mobile device and is now integrated with salesforce.com. Get quality sales leads now; ask about our Dreamforce special!

95


GOLD SPONSORS

www.silverpop.com/b2b

Silverpop’s Web-based solutions enable companies worldwide to build relationships with customers and prospects through the creation, automation and delivery of relevant, online messaging. Companies rely on the Silverpop Engage platform to create and manage multi-channel marketing campaigns that reach millions of individuals—one at a time—enhancing lifetime customer value and brand loyalty. Silverpop’s Engage B2B platform seamlessly scores sales leads, nurtures them through the pipeline and measures campaign return-on-investment.

www.vetrazzo.com

Vetrazzo is the leading manufacturer of recycled glass surfacing for the countertop market; transforming waste glass from sources as diverse as building demolition windows to last night’s Heineken and Chardonnay bottles into stunning, focal point surfaces. To accommodate our growth as a leader in the Green Building movement, we’ve advanced far beyond CRM. Vetrazzo’s entire operations run on the Force.com platform; managing the complexity of national distribution, logistics, inventory, service and manufacturing while maintaining flexibility.

www.xactlycorp.com

Xactly Corporation is the market leader in on-demand sales performance management. The company’s flagship product, Xactly Incent, enables sales and finance executives to design, implement, manage, audit and optimize sales compensation management programs easily and affordably. Xactly helps companies improve operational performance, optimize sales effectiveness, proactively manage risk and compliance, and maximize profits. The Xactly family of products is used by sales and finance executives, compensation analysts, sales operations and sales professionals across a variety of industries, ranging from SMBs to large enterprises. For more information, visit www.xactlycorp.com or call 1-866-GO-XACTLY.

96

ExploreSilver Sponsors


SILVER SPONSORS

www.adobe.com

Adobe Systems Incorporated offers business, creative, and mobile software solutions that revolutionize how the world engages with ideas and information. With a reputation for excellence and a portfolio of many of the most respected and recognizable software brands, Adobe is one of the world’s largest and most diversified software companies.

www.apttus.com

Apttus offers award-winning contract and proposal management solutions that are built on Force.com and utilize salesforce.com’s certified cloud infrastructure. Apttus is used by many Fortune 500 organizations as well as by organizations that have only five users. Please visit Apttus to see the most progressive Force.com applications.

www.boomi.com

Boomi is the market-leading provider of on-demand integration technology and the creator of AtomSphere, the industry’s first integration platform as a service. AtomSphere connects providers and consumers of SaaS and on-premise applications via a pure SaaS integration platform that does not require software or appliances. For more information, please visit www.boomi.com.

www.cloud2mail.com

Cloud2MailTM puts the Relationship back into CRM. In today’s digital world, the printed letter is becoming less frequently used. Cloud2Mail is a powerful solution that enables communication via Real Mail, Easy as Email. With Cloud2Mail, companies of all sizes can now leverage the power of personalized mail directly from salesforce.com.

www.cloud9analytics.com

Cloud9 Analytics is the leader in on-demand operational performance management for line-of-business managers. Cloud9’s Pipeline Accelerator Suite for salesforce.com enables sales leaders to more effectively manage their opportunities and teams. The result: increased win rates, higher CRM adoption, and improved forecast accuracy. Customers include GENBAND, Data Domain, Thomson-Reuters, and Covad.

www.exacttarget.com

ExactTarget is a leading provider of on-demand email marketing software solutions. The company’s one-to-one marketing applications enable clients to send business-critical and event-triggered communications to increase sales, optimize marketing investments, and strengthen customer relationships. ExactTarget offers four editions of its on-demand software application along with integrated solutions such as ExactTarget for AppExchange. Learn more at www.exacttarget.com or call 1-866-EMAILET.

97


SILVER SPONSORS

www.genius.com

Genius.com on-demand solutions help B2B marketing and sales teams solve their biggest challenge—working together more effectively to identify and connect with their best prospects at the right time, with the right information. Genius solutions automate email marketing and lead nurturing, and they deliver campaign results in real time, without IT.

www.crm.hoovers.com/salesforce

Access Hoover’s adds value to your CRM system by enriching existing data and fuels your CRM with a rich source of quality leads. Utilize Hoover’s business insight to fill in the gaps in your customer information with +50 Hoover’s data points for more than 32 million companies and 37 million executives.

www.icontact.com

iContact, the Email Communication Experts, empowers businesses of all sizes to easily create, send, and track your email marketing campaigns and newsletters. Now you can use iContact as a seamlessly-integrated Salesforce application to Engage, Educate, and Retain your current customers, targeted prospects, and website visitors—and ultimately maximize your ROI.

www.informavores.com

Informavores helps sales, support and services teams deliver the right interactions with customers. Our business orchestration software ensures consistent quality and eliminates CRM administration, enabling faster, cheaper and more accurate calls. Delivered from the cloud and fully integrated with salesforce.com, processes are created by business users—with NO code.

www.jobscience.com

Jobscience is the premier Recruiting & Human Capital Management partner of salesforce.com. Delivering comprehensive solutions for recruiting, applicant tracking, onboarding and beyond, our applications deliver the power to succeed to Human Resources departments as well as third-party staffing agencies. Visit us at Booth 1109 for great giveaways and innovative Force.com technologies!

www.marketo.com

Marketo empowers the revenue cycle. Voted “Best Marketing Automation Application” on the AppExchange, Marketo Lead Management gives Marketing the power and flexibility to automate marketing campaigns and deliver more high-quality leads. Marketo Sales Insight helps Sales prioritize, understand, and interact with the hottest leads and opportunities to close more business faster.

98



SILVER SPONSORS

www.pervasiveintegration.com

Integrate in hours or days—not months! Pervasive integration delivers fast, easy, affordable solutions for organizations of all sizes across the widest variety of scenarios. It’s the most widely deployed integration platform for connecting salesforce.com with enterprise applications, databases, file formats, other SaaS applications, and legacy data. Call 1-888-296-5969 for more information.

www.pingidentity.com

Ping Identity is the leader in Internet identity security, delivering Internet single sign-on (SSO), identity-enabled Web services, and Internet user account management. More than 350 enterprises, SaaS vendors, and online service providers worldwide rely on Ping Identity to streamline application access, reduce administrative costs, generate additional revenue, and improve security. Visit www.pingidentity.com for more information.

www.qlikview.com

QlikView is a new kind of business intelligence tool that delivers rapid time to value. QlikView makes the powerful simple and enables users to slice and dice data without limits. For the first time, the power of real-time business answers is in the hands of all users, so they can make better decisions to take action now.

www.rim.com

Research In Motion is a leading designer, manufacturer and marketer of innovative wireless solutions for the worldwide mobile communications market. RIM’s portfolio of award-winning products, services and embedded technologies include the BlackBerry® wireless platform, the RIM Wireless Handheld™ product line, software development tools, radio-modems and software/hardware licensing agreements. For more information visit www.rim.com or www.blackberry.com.

www.ricoh-usa.com

Ricoh Americas Corporation, headquartered in West Caldwell, N.J., is a subsidiary of Ricoh Company Ltd., a 73-year-old document solutions provider. By offering advanced printing, copying, scanning and faxing products as well as document management software solutions, Ricoh helps businesses efficiently and effectively share and manage information in order to improve bottom-line results. For more information, visit www.ricoh-usa.com.

www.servicemax.com

ServiceMax is the first and only complete on-demand field service solution. A native Force.com cloud application, ServiceMax increases both revenue and customer satisfaction by streamlining and optimizing all field services activities. Customers include large enterprises such as DuPont, BioRad, and Pentair, and smaller companies such as Advanta Clean and Everyday Wireless.

99


SILVER SPONSORS

www.sesamesoftware.com

Sesame Software’s Relational Junction product suite is an established standard for salesforce.com integration and bi-directional data warehousing of all your salesforce.com data. Salesforce.com’s largest and smallest customers depend on Relational Junction for efficient, reliable data replication to and from any database platform, providing a SQL interface to their salesforce.com data.

www.strikeiron.com

Improve the quality of your data by easily verifying, enhancing, and standardizing contact, lead, and account records. Proactively communicate using automated voice and SMS campaigns. Access vital details about companies directly in salesforce.com. Seamless integration lets you focus on your business. StrikeIron provides accurate data. Right when you need it.

www.varicent.com

Varicent’s incentive compensation management solution improves sales productivity and drives down cost by automating commission calculations and compensation administration processes. With clear visibility into sales compensation metrics directly from salesforce.com, sales professionals gain more selling time through decreased payment inquiries while managers can reduce commission overpayment due to manual errors.

www.verizonwireless.com

Verizon Wireless operates the nation’s most reliable and largest wireless voice and data network, including the largest 3G broadband network. Verizon Wireless is the largest wireless carrier in the U.S. with 87.7 million customers and has the highest customer loyalty in the industry. For information on products and services, visit verizonwireless.com.

Marketing’s Vows

“You will have insight into marketing activities, get only qualified leads, and have lead history”

Sale’s Vows

“You will have visibility into lead progression, closed revenue, and I will not cherry pick leads”

SILVERPOP ENGAGE B2B AND SALESFORCE.COMSome things are just right together

Silverpop | 200 Galleria Parkway, Suite 750 | Atlanta, GA 30339 | 1-877-484-7704 | www.silverpop.com/b2b

Silverpop Engage B2B is the leading

marketing automation solution to:

Create: Email, Landing Pages, Surveys, Forms

Execute: Automated Campaigns

Manage: Lead Scoring, Routing & Nurturing, CRM Integration

Measure: ROI Reports, Dashboard ReportsTo learn more, visit us at Dreamforce booth #1217.

It could, since customers around the world are engaging with social media in addition to the traditional contact center to find answers. It’s part of something called Customer Collaboration, and Cisco can help you respond to your customers’ new habits. Learn how Cisco® Unified Contact Center solutions can incorporate social media to help you enable Customer Collaboration and serve your customers better.

Could your call centerbe missing calls for help?

www.cisco.com/go/cc

101

ExploreBronze Sponsors

BRONZE SPONSORS

www.actevarsvp.com AMC TECHNOLOGY

www.amctechnology.com www.salesoptimizer.com

www.apprivo.com www.AriaSystems.comwww.assuresign.com

www.birst.com www.boomerang.com www.brainshark.com

www.citrixonline.com www.clicktools.com www.appextremes.com

www.contactual.com www.cubetree.com www.datatrim.com

www.Echo-Lane.com www.echosign.com www.elance.com

www.engagementsystems.com www.eTrigue.com www.qas.com

www.forseva.com www.gooddata.com www.hcltech.com/enterprise-transformation-services/salesforce/

www.helpstream.com www.hireon-demand.com www.htc.com

www.iloverewards.comThe Sales Enablement CompanyTM

www.icentera.com www.insidesales.com

www.instantservice.com www.jigsaw.com www.myfaxbin.com

102

ExploreBronze Sponsors


BRONZE SPONSORS

www.kpmg.comwww.lattice-engines.com

www.LessSoftware.com

www.ManticoreTechnology.com www.marketbright.com www.onesource.com/dreamforce09

www.pardot.com www.partnerpedia.com www.perspecsys.com

P r i n t & M a i l f o r S a l e s f o r c eP rintSf.com

www.printsf.com www.radian6.com www.rainmakersystems.com

www.reachforce.com www.redskysolutions.com www.ribbit.com

www.ringlead.com www.riptideforce.com www.sendside.com

www.stantive.com www.stonecobra.com www.syntellect.com

www.terralign.com www.validar.comWEBCOMinc

SIMPLIFY

www.webcominc.com

www.xobni.comZenKraft

www.zenkraft.com www.zoominfo.com

www.zuora.com

103

ExploreIndustry Solutions

INDuSTRY SOLuTIONS

www.acumensolutions.com/salesforce.asp www.angoss.com www.AppCrown.com

www.convio.com

E T H E R I O S®

www.etherios.com www.exponentpartners.com

www.firstrain.com www.gryphonnetworks.com www.harvest-gold.com

www.jpwconsulting.comn e t w o r k sn e t w o r k s

www.kailea.com/appexchange.php www.mkpartners.com

Channel Training & Cer�fica�on

www.netexam.com

Spot

CMYK

Black

White

www.myinventorynow.com www.scoutsft.com

www.tier1crm.com www.voylanthealth.com

104

ExploreExhibitor


ExHIBITOR

www.access-commerce.comwww.mastermindsoftware.com www.aptaria.com

www.artesiansolutions.com www.avepoint.com www.bodhtree.com

www.box.net www.branchitcorp.comable

www.expandable.com

www.ineedsaleshelp.comwww.idaapps.com

www.iq2020.com

www.landslide.com www.launchdm.com!

by

™

www.roambi.com

www.netprospex.com www.reside.biz www.rumbleware.com

www.steelbrick.comwww.stream.com

• Zero dollars spent maintaining hardware or software• Unprecedented workforce unity, no matter how widespread• Customer satisfaction soaring to new heights• Integration with Salesforce.com on the front-end, back-end and all points in between

The inContact cloud means complete confidence in your contact center.

What the cloud means for your business.

inContact.com/dream

Your complete contact center solution – in the cloud.

conn

ect

Salesforce.com community

You can keep the Dreamforce chemistry going all year long by visiting the Salesforce.com Community section of our Web site. There, you’ll find blogs, the IdeaExchange, and LinkedIn and Facebook groups. Connect virtually through the Web site. Then reconnect in person at Dreamforce 2010.

We come here to refuel, meet partners and clients, and exchange ideas.

—Sara Mathijs Business Development ManagerFortis Investments

108 The Cloud Computing Event of the Year

special eventsconnect:

TUESDAY, NOVEMBER 17New to Dreamforce Attendee Orientation5:00 p.m.–6:00 p.m. North 134Are you a Dreamforce newbie? Then hold on tight. Dreamforce is amazing, but it can be overwhelming—and confusing—for a first-timer. With so much to do, sessions to choose from, and shiny new things to explore, how do you know where to start? Join conference chair and Salesforce for Dummies author Tom Wong, a bunch of experts, and a panel of customers who can help create a road map to maximize your experience.

Welcome Reception in the Cloud Expo6:00 p.m.–8:00 p.m. Cloud Expo: North Hall DKick off your Dreamforce conference experience with beverages and hors d’oeuvres in the Cloud Expo. Here, you can reconnect with old friends, network, share ideas, and meet salesforce.com experts, partners, and other customers in the Salesforce.com Campground.

WEDNESDAY, NOVEMBER 18Birds-of-a-Feather Roundtable Lunches by Role12:45 p.m.–2:15 p.m. North Hall DDreamforce is about meeting new people and sharing successes. Admins, developers, and execs in sales, marketing, service, and IT all face unique challenges when it comes to Salesforce CRM. Come to the Wednesday lunch and find your peers to discuss common issues, share best practices, and swap business cards. Tap into the power of the community with roundtable lunches by role.

Lunchtime Table Talks12:45 p.m.–2:15 p.m. North Hall D Get the low-down firsthand: Join one of our lunchtime table talks to hear how our partners can help you get the most out of Salesforce. Learn everything from customer life cycle best practices to managing your pipeline, integrating social media, and increasing your ROI. You won’t want to miss them! Sponsored by: Apttus, Boomi, Cloud2Mail. EchoLane,ExactTarget, Genius.com, Hoover’s Inc., Informavores, Marketo, Pervasive Software, Ping Identity, BlackBerry, Ricoh, Silverpop Engage B2B, StrikeIron

Force.com Developer Hackathon5:45 p.m. – 8:00 p.m Force.com ZoneBack by popular demand, the Force.com Developer Hackathon is the don’t-miss event of the week, and it’s bigger and better than before! This exciting code competition will challenge developers to show us what they’re made of (and also what great cloud apps they can build). If that’s not enough, we’ll be giving away lots of goodies. All skill levels (including beginners) are welcome.

Networking Reception in the Cloud Expo5:45 p.m.–8:00 p.m. Cloud Expo: North Hall D Before the music cranks up and the party kicks into gear, get yourself to the Networking Reception. This is a great chance to meet members of our fabulous Dreamforce community and build friendships that can help you succeed. You’ll find lots of food and a fun atmosphere—all you have to contribute is you!

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ConnectSpecial Events

Global Gala 8:00 p.m.–10:00 p.m. South Halls B and CYou can count on the Global Gala for the very best entertainment and a high-energy vibe—and this year’s Gala will deliver on all counts! This is where the Dreamforce community rocks out. Come to the Networking Reception before the Gala to connect with other Dreamforce fans. Then party into the evening with great music from the Black Crowes, food, and celebration with your fellow “dream heads.”

THURSDAY, NOVEMBER 19 Birds-of-a-Feather Roundtable Lunches by Vertical12:30 p.m.–1:30 p.m. North Hall DAre you facing a challenge that only those in your industry can help you solve? Here’s a chance to build success on your common experience—don’t miss our Birds-of-a-Feather Roundtables by vertical. You can share insights and questions with others in high tech, financial services, nonprofits, media, communications, manufacturing, and more. It’s a great chance to network with users just like you, solve challenges, share industry best practices, and swap business cards.

Lunchtime Table Talks12:30 p.m.–1:30 p.m. North Hall D Get the low-down firsthand: Join one of our lunchtime table talks to hear how our partners can help you get the most out of Salesforce. Learn everything from customer life cycle best practices to managing your pipeline, integrating social media, and increasing your ROI. You won’t want to miss them!Sponsored by: Cloud9 Analytics, iContact, Jobscience, PivotLink, QlikView, SAP, ServiceMax, Sesame Software, Simplicity Cloud, Varicent, Verizon Wireless

Cloud Crawl 9:00 p.m.–2:00 a.m. Temple Nightclub 540 Howard Street Last year’s Cloud Crawl was such a success, we’re doing it again! Earn access to this exclusive Force.com party by visiting the Cloud Crawl sponsors listed on the Cloud Crawl card in your badge holder. Collect stamps from these sponsors, and then trade your completed Cloud Crawl card for a wristband in the

Force.com Zone in the Moscone South Esplanade before 6:00 p.m. on Thursday. We look forward to celebrating with you!

ONGOING ACTIVITIESCloud Café in the CampgroundInformation overload? Need a break? Hang out in the Cloud Café, grab a cup of coffee, and take in the scene before heading to your next Dreamforce destination.

Stratus Café in the Force.com ZoneThe Stratus Café is where you go to chill, mingle, and grab some caffeine. Learn while you lounge—and not just about Force.com applications, either. Adobe, which is sponsoring the café, will also be on hand, so take this opportunity to learn more about RIA, Flex, and other synergies.

Customer heroesOur 300+ customer speakers are the rock stars of Dreamforce. Salesforce.com recognizes and celebrates each of them with a special “customer hero” pin for their conference badges. They’re happy to share their knowledge with you anytime, and the customer hero pin singles them out as a resource who’s pushing the boundaries of what’s possible with our products, our platform, and the AppExchange. These experts are here to show you the way to success in the cloud, so feel free to ask questions when you see the pin!

Force.com ZoneCome to the Force.com Zone, located in the South Esplanade, to find expert advice, explore the latest Force.com technologies, hear special presentations, view one-to-one demonstrations, or just relax. It’s the place to be for software developers, admins, IT managers, architects, partners, and entrepreneurs.

Close it in the Cloud!SM

Electronic Signatures with DocuSign for Salesforce

Close it in the Cloud!

©2009 DocuSign, Inc. All rights reserved. DocuSign, the DocuSign logo and Close it in the Cloud! are trademarks or registered trademarks of DocuSign, Inc. in the United States and or other countries.

• Quickly send contracts and quotes for e-signature

• Fully integrated with Salesforce Quotes Tab

• Complete real-time tracking of the sales process

• Real-time visibility into the Sales and HR process

See DocuSign in action at our track sessions on Thursday and Friday.

Visit DocuSignBooth #1118

Take control of your business with DocuSign for Salesforce. Call 866.219.4318 to learn more or visit us at booth #1118.

Visit DocuSign at #1118 and enter to win a Dell Netbook! Learn more about DocuSign for Salesforce and start closing it in the cloud.

Go green. Eliminate paper!www.docusign.com/salesforce

SALES & MARKETING ACTUALLY CAN BECOME BFFS

Visit Eloqua at Booth 909 to learn more and for your chance to win TWO AmazonKindles – one for you and one for your new BFF.

Eloqua proves, irrefutably, the impact of marketing on your sales pipeline - and your company’s bottom line.

With Eloqua, your marketing team consistently provides sales with vital insight on the behavior, interests, and intent of prospects. Together, you develop a “contract” on how sales opportunities are qualiied, distributed and cultivated.

As a result, sales reps thrive. Marketing is regarded not as a cost centeAs a result, sales reps thrive. Marketing is regarded not as a cost center, but a REVENUE GENERATOR. No wonder sales and marketing executives using Eloqua become BFFs.

112 The Cloud Computing Event of the Year

salesforce.comfoundation

connect:

Have you heard of the 1% model? Visit the Salesforce.com Foundation booth in the Campground and learn how we made community service a core corporate value, right from the start. The Salesforce.com Foundation uses salesforce.com’s people, technology, and relationships to improve our communities, inspire youth to be more successful, support the world during times of extreme need, and promote compassionate capitalism through a unique 1/1/1 model—1% time, 1% equity, and 1% product. We call it the Power of Us.

1% PRODuCTThe Foundation manages the donation of Salesforce CRM applications to nonprofits worldwide—and more than 7,000 nonprofits are finding innovative ways to use Salesforce CRM to increase their efficacy in the social sector. Interested in helping nonprofits gain access to these donated and discounted licenses? Get started at salesforcefoundation.org/product.

1% EquITYAt its inception, salesforce.com gifted 1% of its equity to the Foundation. The company’s 2004 IPO brought millions toward long-term funding, and the Foundation has given nearly $2 million in grants in 2009 alone.

1% TIMESalesforce.com employees are encouraged to volunteer 4 paid hours per month, amounting to 6 paid volunteer days each year. This year alone, salesforce.com employees will provide more than 50,000 hours of service to communities globally.

THE POWER OF uS: IS IT IN YOu?The 1% model is a powerful way for companies to support their communities. In 2007, we launched the Power of Us Partner Initiative to encourage others to join us in supporting our communities of success. To date, more than 100 companies have become Power of Us Partners. What can you offer? Drop by the Salesforce.com Foundation booth or visit www.salesforcefoundation.org/powerofus for more information. Share your strength—join the Power of Us.

DREAMFORCE VOLuNTEER EVENTOn Tuesday, November 17, our volunteers were instrumental in creating the first environmental education facility in southeast San Francisco. Led by Rebuilding Together San Francisco, Literacy for Environmental Justice, and the Salesforce.com Foundation, and sponsored by AMC Technologies, Exponent Partners, and Motorola, volunteers arrived at the EcoCenter at Heron’s Head Park in Hunters Point ready to “green” a neighborhood that once served as a dumping ground for toxic waste. Thanks to their efforts, the EcoCenter will open on time in 2009—turning Heron’s Head Park into a green beacon on the city’s southern shoreline. Hello “off-grid” living!

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ConnectSalesforce.com Foundation

The Salesforce.com Foundation would like to salute the business partners that share our vision of creating a better world by contributing back to our communities through the adoption of the 1% model. These partners have implemented at least two of the three 1%’s in their companies. We’d also like to thank the partners that, in their own way, are improving the operations of nonprofits globally. If you’d like to learn how you can share your strength to create a better world, please visit: www.salesforce.com/powerofus

AMC TECHNOLOGY

CRMfusion

E T H E R I O S®

DREAMFORCE GIVES FORWARDThe vision of the Salesforce.com Foundation is to use salesforce.com’s people, technology, and relationships to improve our communities, inspire youth to be more successful, support the world during times of extreme need, and promote compassionate capitalism. One of the ways we fulfill this vision is through our Pro Bono Service Program, where we match individuals who have specific salesforce.com technology skills with nonprofits that use the salesforce.com platform.

Dreamforce Gives Forward provides conference attendees with a meaningful, rewarding, and fun way to help a nonprofit increase its social impact. More than 1,000 salesforce.com employees, customers, and partners offered their skills to help a nonprofit organization and we made lots of successful matches.

You can learn more about Dreamforce Gives Forward and the Pro Bono Service Program at the Salesforce.com Foundation booth in the Campground.

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ConnectEarthforce Initiative at Dreamforce

The Cloud Computing Event of the Year

SuSTAINABILITY AT SALESFORCE.COMWe will strive to embrace sustainability as a guiding principle in all our business dealings by developing innovative solutions that make our customers, partners, and employees wildly successful, while reducing our impact on the planet.

Create value through innovation:: We will develop collaboration platforms where sustainability thought leaders and practitioners can develop and share paradigm-shifting sustainability solutions.

Reduce our environmental impact:: We will improve our operational efficiencies, reduce harm to the planet, and raise our environmental profile by considering the environment in all our operational practices.

Engage internal and external stakeholders:: We will educate our staff, actively engage partners, and seek external stakeholder input to incorporate sustainability across all our business strategies, identify new opportunities, and play a constructive role in environmental stewardship.

Give back to our communities:: We will improve lives and protect the planet by incorporating environmental stewardship as a main tenet of our social responsibility programs.

RESPONSIBILITY AT DREAMFORCEAt salesforce.com, we view our environmental responsibility as a core value. Our aim is to apply these principles to Dreamforce. Salesforce.com is working with The Moscone Center in the following areas to make Dreamforce more sustainable:

:: Recycling and composting: Look for on-site recycling stations for paper, plastic, glass, and metal. Separate organics for composting and recycle extra materials left behind by speakers, exhibitors, and other attendees. :: Food and beverage: We have water stations throughout the venue to discourage one-time-use soft plastic water bottles. We pledge to incorporate local food into conference meals and to donate leftover food to local food banks. As always, we’ll use biodegradable or recyclable serveware and utensils.

:: Energy efficiency: The Moscone Center uses alternative energy and energy-efficient lighting. In collaboration with The Moscone Center and our vendors, we pledge to power down computer and other electrical equipment at night to conserve energy.

We’ve also made a greater effort to offer more environmentally friendly products, such as biodegradable name badges, cotton tote bags, recycled paper pens, and compostable coffee cups.

ENVIRONMENTALPARTICIPATION:: Valet Bike Parking: Ride your bicycle to Dreamforce and take advantage of curbside parking for your trusty steed. Dreamforce and the San Francisco Bicycle Coalition have partnered for this event and will be located outside Moscone South’s upper lobby. :: Eco-Rewards Raffle for Public Transport: We encourage all of our Dreamforce participants to use public transportation or arrange a carpool with colleagues to and from the venue. Show your Muni or BART ticket and enter a drawing for cool prizes. We will hold a random drawing on November 20, 2009 at 9:30 a.m. in the Customer Hero Theater located in the Expo campground and during the “Sustainability as Innovation” session. All prizes will be awarded. One prize per person. You do not need to be present to win. Contest rules are available online.

ENVIRONMENTAL COMMuNITYAt the Dreamforce volunteer event, hundreds of conference attendees—plus salesforce.com employees, families, and friends—spent a day working at the EcoCenter at Heron’s Head Park, San Francisco’s first environmental education facility that is also a 100% off-the-grid building.

THE CLOuD IS GREENERAt salesforce.com, we recognize that environmental, social, and economic factors require a comprehensive, strategic approach. Our product offering is inherently more sustainable because all our services are accessed directly online. Our cloud-computing platform maximizes the use of hardware and electricity for data processing, storage, and performance, creating significant financial and environmental savings for our customers.

© Copyright 2009, Cognizant Technology Solutions. All Rights Reserved. *As of June 30, 2009.

Put the power of the Cloud into your business with Cognizant.

With Cognizant as your business partner, you get a technology and industry expert with the single passion

of making your business stronger. You have access to 64,000* plus professionals working from 50 delivery

centers, worldwide. All dedicated to delivering solutions quickly, cost effectively and with incredible

flexibility to meet your most pressing business requirements today -- and tomorrow.

As you migrate toward the Cloud, or extend your commitment to SaaS, Cognizant is there to help. With

our deep domain knowledge, technical knowhow and real-world business experience, we are the ideal

partner to help you evaluate, configure, deploy and manage new Cloud solutions and services, or

generate better ROI from your existing SaaS investment. Work with us, and build a more durable and

resilient business foundation.

C

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CM

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Dreamforce_SaaS_cloud_ad_9.09.pdf 9/23/09 12:01:35 PM

Dreamforce Special: 30-Day Free TrialStop by Salesgenie.com booth #916for details

Get one great saleslead after another

Salesgenie.com, the leader intargeted lead generation forsales professionals, is proudto announce that sales leadscan now be automaticallyloaded from Salesgenie intoyour Salesforce CRM, feedingnew prospects like your bestcustomers directly into yoursales funnel.

800.835.9664salesgenie.com/dreamforce15EV01

“You mean I candramatically reduce mycontract and proposal

cycle timeinside

Salesforce.com?”

Apttus sits inside Salesforce.com – nativelyintegrated on your database

Streamline, standardize and efficiently manage contracts and proposals inside salesforce

The only Contract and Proposal Management tool that is built inside salesforce

Visit Apttus at Booth 415

APTTUSNATIVE

Let Ping Identity help you become a

Salesforce Rock Star!

www.pingidentity.com

• Eliminate lost passwords

• Protect valuable data

• Increase user adoption

Stop by booth 318 and

let Ping transform you into

the Rock Star you are!

Fill in the gaps in your CrM.

integrate 50+ data points For over 32 Million CoMpanies into your CrM. visit crm.hoovers.com or Call 866-464-3207 today!

come visit us at booth 403 at dreamforce!

Relational Junction enables integration, reporting, data retention, and legacy data migration by creating and synchronizing a bi-directional local database that is a perfect mirror of your Salesforce data. This database includes all custom objects and fields, including long text and attachments, and is available for SQL Server, Oracle, MySQL, PostgreSQL, DB2, or Sybase.

Installation and creation of your warehouse take minutes, with no programming required. The database schema is always in sync with Salesforce. Relational Junction has no scalability limitations, and incremental replication can be as often as every five minutes.

Unique features make this the only effective compliance solution for Salesforce customers, with full change history and recoverability of deleted records. Meets SEC Rule 17a and HIPPA requirements.

In use at Fortune 500 companies since 2004, Relational Junction is the most scalable and reliable Salesforce.com integration solution.

The Definitive Guideto Lead Nurturing

Learn• Lead Nurturing Basics• Advanced Lead Nurturing• ROI Calculations

Got your copy?Visit us at booth #1010 or www.marketo.com/dreamforce09

3_75x5_125Ad_9_16:Layout 1 9/16/09 11:28 AM Page 1

Bring Sales Into the Picture

Callidus Monaco Suite is the performance management suite of choice for global leaders in key industries such as insurance, banking, high tech manufacturing, telecommunications, life sciences, and retail and distribution.

Callidus Monaco Suite provides an end-to-end performance management solution for sales, through a 100% multi-tenant SaaS architecture. The Callidus Monaco Suite optimizes the sales lifecycle with sales organization and on-boarding management, sales quota and plan deployment and communications, sales objective and feedback management, in addition to multi-dimensional, role-based sales performance reporting and analysis. Callidus Monaco Suite helps power the sales organization to selling success.

Callidus Force.com solutions are 100% native Force.com applications that help companies deliver on corporate sales targets, quarter over quarter. These self-service sales performance solutions deliver an easy on-ramp to sales performance management, immediately boosting sales productivity and saving precious selling time.

Leveraging these solutions, sales professionals can review up-to-date incentives, project in real-time target earnings across their opportunities, initiate claims for credit and payment on their opportunities, and track the status and amounts of paid and pending commissions, all as part of their day-to-day opportunity management. Callidus’ Force.com solutions help sales professionals accelerate their go-to-market strategies and close business.

See us in Booth 716

www.callidussoftware.com

About Callidus SoftwareCallidus Software is the market and technology leader in Sales Performance Management (SPM) solutions, services and best practices. SPM combines incentive compensation management solutions to help businesses achieve maximum sales cost efficiencies, and performance management solutions to drive continuous improvements in sales execution. Today, over 2 million sales professionals, employees and channel partners worldwide utilize Callidus solutions.

© 1998-2009 Callidus Software Inc. All rights reserved. Callidus Software, the Callidus Software logo, Callidus Commissions Manager, Plan Communicator, and Callidus Monaco Suite are trademarks, servicemarks, or registered trademarks of Callidus Software Inc. in the United States and other countries. All other brand, service or product names are trademarks or registered trademarks of their respective companies or owners.

Callidus Force.com Solutions

Callidus Monaco Suite

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ExperienceGeneral Information

GENERAL INFORMATION

AttireBusiness-casual attire is appropriate for all conference and evening functions.

Badge policyAttendees are required to wear their Dreamforce Global Gathering 2009 badges to all conference functions, including evening events. Please do not lend your badge to anyone. A US$50 replacement fee will be charged for a lost conference badge.

Banking servicesThe ATM in Moscone South is located on the Exhibit Level across from Room 103.

Business CenterThe Business Center in The Moscone Center offers general business services, including copying, faxing, shipping (UPS only), and computer access.

The Business Center in Moscone South is located on the Exhibit Level adjacent to the entrance of Hall C, and can be reached via phone at +1.415.974.4067 and via fax at +1.415.974.4052.

Business Center Hours:Tuesday, November 17 12:00 p.m.–5:00 p.m.Wednesday, November 18 8:00 a.m.–5:00 p.m.Thursday, November 19 8:00 a.m.–5:00 p.m.Friday, November 20 8:00 a.m.–1:00 p.m.

Electronic devicesAs a courtesy to all speakers and fellow attendees at Dreamforce ’09, please switch all electronic devices to silent mode. If you need to take a call, please make every attempt to exit the session rooms quietly and with as little disturbance as possible.

Environmental participationYou might find the following programs helpful:

:: Valet bike parking: Ride your bicycle to Dreamforce and take advantage of curbside parking for your trusty two-wheeler. Dreamforce and the San Francisco Bicycle Coalition have partnered for this event and will offer coffee and breakfast treats as soon as you arrive.

:: Rewards for public transport: We encourage all Dreamforce participants to use public transportation or arrange a carpool with colleagues to and from the venue. Show your Muni or BART ticket and enter a drawing for cool prizes.

:: Paperless resource center: Please use our paperless resource center and online surveys to help reduce unnecessary paper consumption.

:: Recycling and composting: By putting materials in the correct bins, you’ll support our goal to significantly reduce the trash that goes to landfills. Please take only what you need from exhibitors’ booths, such as collateral and giveaways.

:: Hotel and travel: Stay nearby. San Francisco has plenty of lodging options close to The Moscone Center as well as public transportation options to the event. What’s more, several hotels offer a tremendous amount of sustainable amenities and eco-options.

First aid and safetyEarthquakeIf you are inside the convention center and an earthquake occurs, please stay calm and seek shelter under a desk or sturdy piece of furniture. Do not go outside and do not run. Stay clear of windows, wall hangings, and mirrors. Duck, cover your head and neck to avoid injury, and hold until the shaking has stopped. After the shaking has stopped, you may use emergency exits to go outside if you desire.

Emergency evacuationIn the event of a necessary evacuation, The Moscone Center will announce via the public address system that an evacuation must occur. Please follow the direction of staff and proceed to the nearest exit in a calm and safe manner. Do not use elevators during an evacuation.

Emergency servicesFor emergency assistance, please call 511 from any house phone or installed phone. This action will alert all necessary parties.

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First Aid Locations and HoursMoscone South-Exhibit Level, opposite Room 106 in Alley 4Tuesday, November 17 7:00 a.m.–8:00 p.m.Wednesday, November 18 7:00 a.m.–10:00 p.m.Thursday, November 19 7:00 a.m.–6:00 p.m.Friday, November 20 7:00 a.m.–12:00 p.m.

Moscone North - Exhibit Level opposite room 124Tuesday, November 17 7:00 a.m.–8:00 p.m.Wednesday, November 18 7:00 a.m.–8:30 p.m.Thursday, November 19 7:00 a.m.–6:00 p.m.Friday, November 20 7:00 a.m.–12:00 p.m.

Esplanade–Next to Room 300Tuesday, November 17 7:00 a.m.–8:00 p.m.Wednesday, November 18 7:00 a.m.–8:30 p.m.Thursday, November 19 7:00 a.m.–6:00 p.m.Friday, November 20 7:00 a.m.–12:00 p.m.

Lost and foundShould you leave an item in a meeting room or in the Cloud Expo, please visit the information counters located in the South Lobby and North Lower Lobby for assistance.

Registration desk

The registration desk is located in the North Upper Lobby. Staff is available to assist you during the following hours:

Tuesday, November 17 7:00 a.m.–8:00 p.m.Wednesday, November 18 7:00 a.m.–8:30 p.m.Thursday, November 19 7:00 a.m.–6:00 p.m.Friday, November 20 7:00 a.m.–12:00 p.m.

Session presentationsFinal versions of all session presentations will be placed on a special conference page on the salesforce.com Web site shortly after the conference—for a limited time only. To access these presentations please visit www.salesforce.com.

Smoking policyAccording to California State Law, smoking is not permitted inside public places. Smoking is allowed only in designated smoking areas outside of Moscone North and South on the street level.

Transportation assistanceTaxisTaxis are readily available in downtown San Francisco, and no advance reservations are required.

:: Estimated one-way cost to/from San Francisco International Airport (SFO): US$45 per taxi

:: Estimated one-way cost to/from Oakland International Airport (OAK): US$60 per taxi

Airport shuttlesSeveral airport shuttles serve the conference hotels. Please speak to the doormen or concierge desk to make arrangements for your departure.

:: Estimated one-way cost to/from SFO: US$15 per person

:: Estimated one-way cost to/from OAK: US$25 per person

Travel time to SFO via taxi or shuttle is approximately 20 minutes. Travel time to OAK is approximately 30 minutes. Please allow extra travel time during peak traffic hours.

Special discounts have been arranged for attendees through SuperShuttle. Please visit www.supershuttle.com to book your discounted ride. Group discount code is DWGXN.

BARTBay Area Rapid Transit (BART) provides transfers from SFO and OAK to downtown San Francisco. The service is convenient, fast, and inexpensive. Trains depart four to five times an hour from each airport, and the downtown stations are a short walk to most downtown hotels. The closest BART station to The Moscone Center is the Montgomery Station.

:: Estimated one-way cost to/from SFO: US$8.10

:: Estimated one-way cost to/from OAK: US$3.80 plus US$3.00 for the AirBart Shuttle from the BART station to the airport.

Travel time to SFO via BART is approximately 35 minutes. Travel time to OAK is approximately 20 minutes. Please allow extra time for BART transfers at the airports. For more information, please visit www.bart.gov.

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Wi-Fi instructionsWi-Fi Internet access will be available throughout The Moscone Center in designated areas. To access the Internet, select “salesforce” as the SSID (network name).

Hotel Name WalkingDistance

Phone Number Fax Number URL Address

San Francisco Marriott Marquis 1 block 1-415-896-1600 1-415-486-8101 www.marriott.com 55 Fourth Street San Francisco, CA 94103

Courtyard by Marriott - Downtown 2 blocks 1-415-947-0700 1-415-947-0800 www.marriott.com 299 Second Street San Francisco, CA 94105

Four Seasons 2 blocks 1-415-633-3000 1-415-633-3001 www.fourseasons.com 757 Market Street San Francisco, CA 94103

Grand Hyatt San Francisco 6 blocks 1-415-398-1234 1-415-391-1780 www.grandsanfrancisco.hyatt.com 345 Stockton Street San Francisco, CA 94108

Hilton San Francisco 6 blocks 1-415-771-1400 1-415-771-6807 www.sanfranciscohiltonhotel.com 333 O’Farell Street San Francisco, CA 94102

Hotel Abri 4 blocks 1-415-392-8800 1-415-398-2650 www.hotel-abri.com 127 Ellis Street San Francisco, CA 94102

Hotel Monaco - Kimpton Hotel 6 blocks 1-415-292-0100 1-415-292-0111 www.monaco-sf.com 501 Geary Street San Francisco, CA 94102

Hotel Nikko 5 blocks 1-415-394-1111 1-415-394-1106 www.hotelnikkosf.com 222 Mason Street San Francisco, CA 94102

Hotel Vitale 1 mile 1-415-278-3700 1-415-278-3730 www.hotelvitale.com 8 Mission Street San Francisco, CA 94105

Hotel Palomar - Kimpton Hotel 1.5 blocks 1-415-348-1111 1-415-348-1529 www.hotelpalomar-sf.com 12 Fourth Street San Francisco, CA 94103

InterContinental San Francisco 1 block 1-415-616-6500 1-415-616-6581 www.intercontinentalsanfrancisco.com 888 Howard Street San Francisco, CA 94103

JW Marriott Union Square 7 blocks 1-415-771-8600 1-415-398-0267 www.marriott.com 500 Post Street San Francisco, CA 94102

Larkspur Hotel Union Square 7 blocks 1-415-421-2865 1-415-398-6345 www.larkspurhotelunionsquare.com 524 Sutter Street San Francisco, CA 94102

San Francisco Marriott Union Square 6 blocks 1-415-398-8900 1-415-989-8823 www.marriott.com 480 Sutter Street San Francisco, CA 94108

Omni Hotel San Francisco 10 blocks 1-415-677-9494 1-415-273-3038 www.omnihotels.com 500 California Street San Francisco, CA 94104

Palace Hotel - Starwood Luxury Collection

3 blocks 1-415-512-1111 1-415-543-0671 www.starwoodhotels.com 2 New Montgomery Street San Francisco, CA 94105

Parc 55 Union Square Hotel 5 blocks 1-415-392-8000 1-415-403-6602 www.parc55hotel.com 55 Cyril Magnin Street San Francisco, CA 94102

Prescott Hotel - Kimpton Hotel 5 blocks 1-415-563-0303 1-415-563-6831 www.prescotthotel.com 545 Post Street San Francisco, CA 94102

Serrano Hotel - Kimpton Hotel 6 blocks 1-415-885-2500 1-415-474-4879 www.serranohotel.com 405 Taylor Street San Francisco, CA 94102

Sir Francis Drake Hotel 6 blocks 1-415-392-7755 1-415-391-8719 www.sirfrancisdrake.com 450 Powell Street San Francisco, CA 94102

St Regis San Francisco 1 block 1-415-284-4000 1-415-284-4100 www.starwoodhotels.com 125 Third Street San Francisco, CA 94103

Triton Hotel - Kimpton Hotel 5 blocks 1-415-394-0500 1-415-394-0555 www.hoteltriton.com 342 Grant Street San Francisco, CA 94108

Villa Florence 5 blocks 1-415-397-7700 1-415-397-1006 www.villaflorence.com 225 Powell Street San Francisco, CA 94102

W San Francisco 1 block 1-415-777-5300 1-415-817-7823 www.starwoodhotels.com 181 Third Street San Francisco, CA 94103

The Westin San Francisco, Market Street 1.5 blocks 1-415-974-6400 1-415-543-8268 www.westin.com 50 Third Street San Francisco, CA 94103

The Westin St. Francis 5 blocks 1-415-397-7000 1-415-774-0124 www.westinstfrancis.com 335 Powell Street San Francisco, CA 94102

Hotel information

Encryption is 128-bit. Please be courteous to your fellow users. Avoid excessive bandwidth usage and take all appropriate network security precautions to keep your data safe.

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ExperienceMoscone Center Maps


MOSCONE SOUTH

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Cloud ExpoBirds-of-a-Feather Lunches/Campground/Meal Seating/

Welcome & Networking Reception

Hall B/C Hall A

Keynotes & Global GalaNetworking

Lounge &Meal Seating

Material Pick-Up

123

134

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104 103 102

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Hands-On Training & Certi�cation

New to Dreamforce

Attendee Orientation/

Breakout Sessions Breakout Sessions

Breakout Sessions

Howard StreetHoward Street

MOSCONE NORTH

MOSCONE ESPLANADE

Howard Street

MOSCONE CENTER STREET LEVEL

Escalator DOWN to Exhibit Level



Stairs UPto Esplanade

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New to Dreamforce



Breakout Sessions


MOSCONE NORTH

MOSCONE ESPLANADE

Howard Street






South Lobby

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123

ExperienceMoscone Center Maps

MOSCONE SOUTH

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lato

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HHalalll DD



Hall B/C Hall A



Material Pick-Up

123

134

133

104 103 102

132 131 130

124

120 121/122

125


New to Dreamforce



Breakout Sessions


MOSCONE NORTH

MOSCONE ESPLANADE

Howard Street






South Lobby

North Lobby

StratusCafé

Registration

303 304

300

305 306

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309 310

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The leader inSalesforce integration

– connect anythingto Salesforce!

Learn why thousands of salesforce.com customers choose Pervasive Integration.

Dreamforce Booth 417 • 1-888-287-4383 www.pervasiveintegration.com

• Flexible, reliable, affordable connectivity platform.

• 1000s of successful integrations for all types of business.

[email protected]

1-866-284-1892

Power to Succeed

The only complete Talent Management System built natively on the Force.com Platform

Demonstrations, great giveaways, and knowledgeable Force.com innovators

Visit Us at BOOTH 1109

The Only Marketing Automation Solution that "Gets" Sales!

“Genius Enterprise’s simple campaign creation makes cumbersome marketing automation solutions a thing of the past. The exclusive Genius Tracker alerts Sales in real-time when prospects are hottest.”

- Joanna Giannotti, Global Marketing Director, ClickSoftware

Demand Generationppe changeGet Genius

@ booth 1016

#1 RATED

A

© 2009 Adobe Systems Incorporated. All rights reserved. Adobe, the Adobe logo, the Adobe AIR logo, Flash, the Flash logo and Flex are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States and/or other countries. All other trademarks are the property of their respective owners.

AIM HIGH

A new atmosphere for building powerful Internet business applications.

Harness the power of the Adobe® Flash® Platform and Force.com to create engaging RIAs that run in the cloud and offline.

Develop and deploy in—and off—the cloud. Learn more at www.adobe.com/devnet/salesforce.

Simplify SaleSforce integrationNo Software. No Appliances. No Coding. No Hassles.

To learn more about Boomi Atomsphere and how on-demand integration can keep your Salesforce data clean,

visit booth #409 or www.boomi.com.

Innovative solutionsfor business start here.

We’re always thinking about new, smart solutions to help your business. And with the power of America’s Largest and Most Reliable Wireless Network, you’ll not only have a team of experts to help you do better business, you’ll have peace of mind.

Network details and coverage maps at verizonwireless.com. © 2009 Verizon Wireless. 94703

Call 1.800.VZW.4BIZ Click verizonwireless.com/business

Salesforce Mobile On BlackBerry Smartphones

• Automatically receive new, hot leads

while on the go

• Follow and easily review all opportunity

updates while in the field

• Capture emails and phone call notes

right when they happen

• Got a meeting at a new location?

Map the location right from Salesforce

Mobile and your GPS enabled

BlackBerry® smartphones

Visit BlackBerry at the Mobile Pavilion

©2009 Research In Motion Limited. All rights reserved. BlackBerry®, RIM®, Research In Motion®, SureType®, SurePress™ and related trademarks, names and logos are the property of Research In Motion Limited and are registered and/or used in the U.S. and countries around the world.

Territory Management I Quota Planning I Incentive Compensation I Sales Analytics

Get your sales people back to selling and eliminate wasteful hours of maintaining

and reconciling commission statements.

Varicent SPM for salesforce.com providestimely and accurate commission payouts giving

your sales teams more time to sell.

Let us show you how. Visit us at booth 316.

Want MORE Relationships out of your CRM?

Visit us at Booth #1111

real mail ...easy as email™

Get $25 Credit for your first Cloud2Mail™

order when you sign up by December 31th, 2009

FREE TRial!

The very fact that you’re at Dreamforce tells you

something — about you and your company. You don’t

subscribe to the traditional view that every business

application needs to come shrink-wrapped, on a CD

and take years to implement.

Packaged software may have been fine in the 1990s,

but this is a new time. A time when the power of

ideas — not the power of software — is what helps

companies accomplish great things.

But at the end of the day, Salesforce.com’s applications

alone aren’t what make the difference. It’s your people

— working together towards a clear goal, based on a

solid strategy and optimizing powerful processes. That’s

where Deloitte comes in.

We’re already well known as a leader in delivering

CRM services — recognized by external evaluators

for our experience in thousands of implementations

around the world, including those based on Salesforce.

com applications. We help you set that vision, rally the

organization around it, and stay on track for success.

We also have the widest array of services — everything

from technology and process consulting, to change

management, security & privacy and financial advisory

services. In short, no other consulting firm can give your

company such a 360° view of your business — and

how to achieve success.

We’d like to do the same for you. Please visit us in the

Dreamforce Expo to learn more about how we can help

you change your business.

Will the business change you?Or will you change the business?

As used in this document, “Deloitte” means Deloitte Consulting LLP, a subsidiary of

Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the

legal structure of Deloitte LLP and its subsidiaries.

Copyright © 2009 Deloitte Development LLC. All rights reserved.

Member of Deloitte Touche Tohmatsu

dreamforce conference guide - 2009

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