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#SFAPAC Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc could differ materially from the results expressed or implied by the forward-looking statements we make All statements other than statements of historical fact could be deemed forwardlooking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers Further information on potential factors that could affect the financial results of salesforce.com, inc is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all Customers who purchase our services should make the purchase decisions based upon features that are currently available Salesforce.com, inc assumes no obligation and does not intend to update these forward-looking statements SMB Keynote: Learning from Fast Growing Businesses Tom Karemacher
 Vice President, Small Business, ANZ tkaremacher@salesforce.com #SFAPAC Thank You #SFAPAC Small Businesses Have a Bigger Seat at the Table Transportation Finance Health Media Retail #SFAPAC Technology is Shifting Customer Expectations Mobile Cloud Data-driven Your Customer Customers Demanding a New Experience The New Customer Experience “Know precisely what I want” “Engage with me at exactly the right time” “Personalize everything” Your Customer Customer Experience is The New Battlefield Companies expecting to compete mostly on the basis of customer experience 36% 2011 89% 2016 #SFAPAC Putting customer experience at the heart of your business, how you it? #SFAPAC Create Your Amazing Customer Experience With a complete CRM solution Find Customers Faster Win More Customers Keep Customers Happier Be Ready to Grow Create Your Amazing Customer Experience With a complete CRM solution Find Customers Faster Win More Customers Keep Customers Happier Be Ready to Grow Find Customers Faster Win More Customers Matt Porta Principal Service Cloud Specialist, APAC Keep Customers Happier Be Ready to Grow #SFAPAC Customers Who Leave Don’t Tell You Why Retention is critical at every stage–from startup, through growth, and into maturity 4% of dissatisfied customers make complaints Source: Ruby Newell-Legner “Understanding Customers” 91% of customers simply never
 come back Today We Measure the Health of Everything Contextual data provides the insights to change behavior and take action Car Health Home Health Your Health How are you measuring the health of your customers? Smart Customer Service, Out-of-the-Box Customer Health Monitor Predict retention risks to keep customers happy and grow Agent Productivity Tools Resolve issues quickly, every time 360° Customer View Create consistency between sales and service teams Luxe Video Fall in love with parking 
 through on-demand valet service Transforming the city parking experience Driving 50% growth month-over-month Support provided 40% faster via email, text, phone, and Twitter www.luxe.com Create Your Amazing Customer Experience With a complete CRM solution Find Customers Faster Win More Customers Keep Customers Happier Be Ready to Grow Grant Ellison Founder & CEO #SFAPAC Grow Your Small Business We’re Committed to Your Success Talk to experts in the SMB Area Talk with your account teams Join our Success Communities Welcome to Time Agenda 9:00 a.m – 9:30 a.m Registration 9:30 a.m – 10:30 a.m Admin Keynote: Awesome Admins transforming business through innovation 10:30 a.m – 11:00 a.m Morning Tea in the Cloud Expo 11:00 a.m – 12:00 p.m SMB Keynote: Learning from Fast Growing Businesses 12:00 p.m – 12:45 p.m Lunch 12:45 a.m – 1:00 p.m Keynote Pre-Show 1:00 p.m – 2:30 p.m Main Keynote: Get Ready for a New Kind of Customer Success 2:30 p.m – 3:00 p.m Afternoon Tea in the Cloud Expo 3:00 p.m – 4:00 p.m Business Transformation: How To Stay Ahead of The Game in The Digital Age 4:15 p.m – 5:15 p.m Customer Experience Keynote 5:15 p.m – 6:45 p.m Cocktail Reception in the Cloud Expo #SFAPAC *Agenda subject to change thank y u ... Expo 11:00 a.m – 12:00 p.m SMB Keynote: Learning from Fast Growing Businesses 12:00 p.m – 12:45 p.m Lunch 12:45 a.m – 1:00 p.m Keynote Pre-Show 1:00 p.m – 2:30 p.m Main Keynote: Get Ready for a... Talk to experts in the SMB Area Talk with your account teams Join our Success Communities Welcome to Time Agenda 9:00 a.m – 9:30 a.m Registration 9:30 a.m – 10:30 a.m Admin Keynote: Awesome Admins... Salesforce.com, inc assumes no obligation and does not intend to update these forward-looking statements SMB Keynote: Learning from Fast Growing Businesses Tom Karemacher
 Vice President, Small Business,