Transformational Customer Service for the Social, Mobile Era

Paul ApplebyEVP, Service Cloud

Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for our most recent fiscal quarter. This document and others are available on the SEC Filings section of the Investor Information section of our Web site.

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

*30% revenue growth year-over-year in constant currency.

30%+ Growth Driven by Customer Success

$893MQ1 Revenue

1%

Time Equity Product

500,000+Hours Service

18,000Non-profit

organizations

$50 M+Grants

Third Wave of Computing: “Internet of Things”

1,000s 1,000,000s

Mainframe

Server

Cloud

1,000,000,000s

Terminal Client

Devices

Products

SNA

LAN/WAN

LTE

Your Friends

Your Schedule

Your BankYour Car

Your Company

Your Concierge

Your Activity

Your Files

Your Camera

Your News

Your Bookstore

Your Map

Your Notes

Your Wallet

Your Music

Your Utilities* Source : Qualcomm, IBM

Every ConsumerIs Now A Customer.

5 Billion Smartphones

How Do You Connect with Customers When They Are Everywhere?

Email Apps Social Web SMS StoreProducts TV

A Customer Company is...

Social

Open

1:1

Cloud

Mobile

Dr. Catriona Wallace

Larry RobinsonVice President, Product ManagementService Cloud

The Evolution of Customer Service

100x1x 1,000x10x

1980s

Phone

TodayMobile1990s

Multi-Channel

2000sSocial

Your Customers Are More Mobile Than Ever

Tablets

Smartphone

s

Laptops

Desktop

1.8 BillionMobile Devices by 2014

Source: IDC, Gartner company filings, salesforce.com estimates.

20062010

2014E

2007 2008 20092011 2012 2013E

Conversations Are Exploding

340 million tweets/day

2.7 billionFacebook posts/day

Billionsof blogs &

communities

Unfortunately, Most Companies Not Responding

Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter”

Twitter Complaints Not Answered

71%

Facebook Brand Posts Not Answered

95% 88 percent of people unlikely

to buy from brands that ignore their complaints

online.

“ “

Surveys Confirm CSAT Is More Important Than Ever

Source: “The Future of Customer Service.” Forrester Consulting commissioned by salesforce.com, July 2012.

VP Customer Service

CMOCIO 92

%64%

52%

43%

40%

Customer Satisfaction

First Contact Resolution

Average Speed of Answer

Service Level Adherence

Agent Handle Time

Legacy Software is Disconnected from CustomersYour customers are social

and mobile……. …but legacy software isn’t

Deliver Amazing Service Everywhere

AgentConsole

KnowledgeBase Analytics

AgentCollaboratio

n

Social ChatterMobile

MobileChat

Service Cloud

Communities

MobileCo-

Browsing

Salesforce Platform

The Service Cloud for Small Business

Simple ∙ Social ∙ Mobile

Salesforce Platform

SocialSupport

BusinessInsights

MobileAccess

SimpleSetup

CaseManagement

Self-Service

Market Leaders

Market Leadership Product LeadershipCustomer

LeadershipLeader Customer

Engagement CenterLeader Social CRM

Leader Customer Service

Champion Customer Service Management

Market Leader

#1 Case Management#1 Web Support

Helping Customers Succeed Across All Metrics

+37%

Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.

Decrease in Support Costs

+35% Agent

Productivity

+40% +41%

CustomerRetention

+34%First Call

Resolution

Increased customer

satisfaction

Paul BaptistLead Sales Engineer

Micah JoelPrincipal Sales Engineer

Paul ApplebyEVP, Service Cloud

Kate LeightonDirector, Customer Service

Be in the Running to Win a FitBit

Complete the survey for a chance to win your very

own FitBit

http://bit.ly/fibit_sc

24

Copyright 2013 Duarte Inc. Confidential.

Thank You to Our Partner

24

25

Copyright 2013 Duarte Inc. Confidential.

Thank You

25