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1. Your Name Title DATE This presentation is designed to highlight some of the great capabilities of the recently released Salesforce Customer Portal. This presentation is designed to highlight some of the great capabilities of the recently released Salesforce Customer Portal.

2. According to Gartner, overall contact volume is increasing at a rate of 8% a year and Self-Service is the fastest growing channel.According to Gartner, overall contact volume is increasing at a rate of 8% a year and Self-Service is the fastest growing channel.

3. Challenges to Providing Customer Self-Service VP of Customer Service will respond to at least 1 of these 4 issues, and likely all.VP of Customer Service will respond to at least 1 of these 4 issues, and likely all.

4. The Salesforce Solution for Customer Service Management includes Call Center and Customer PortalThe Salesforce Solution for Customer Service Management includes Call Center and Customer Portal

5. Some Customer Service Management Deployments We�re adding new customer service management customers every day.We�re adding new customer service management customers every day.

6. Turn Customers into Evangelists 24/7 service at lower cost � Let customers find their own solutions and resolve their own cases anytime, anywhere Web 2.0 self-service experience � integrate all kinds of rich content, including custom applications and mash-ups Build a loyal online community � show customers only what they want to see, let them manage their relationship with you Adapt quickly to customer needs � by having an integrated system that is completely synchronized with the Call Center application, there is much less complexity to build and manage 24/7 service at lower cost � Let customers find their own solutions and resolve their own cases anytime, anywhere Web 2.0 self-service experience � integrate all kinds of rich content, including custom applications and mash-ups Build a loyal online community � show customers only what they want to see, let them manage their relationship with you Adapt quickly to customer needs � by having an integrated system that is completely synchronized with the Call Center application, there is much less complexity to build and manage

7. Deliver 24x7 Service at Lower Cost Delivering 24/7 service at a lower cost depends on lowering the call volume (through self-service), increasing 1st contact resolution, and lowering the cost of servicing each customer. We help this through: Searchable knowledgebase � customers can look through public information stored in the knowledgebase and resolve their own questions Suggested solutions � customers can look at solutions that have been ranked based on effectiveness for given situations Self-service case management � customers can manage their own cases, open, close, add comments, look for solutions, etc. Proactive status updates � customers can determine their case status by checking for themselves � this deflects many low-value callsDelivering 24/7 service at a lower cost depends on lowering the call volume (through self-service), increasing 1st contact resolution, and lowering the cost of servicing each customer. We help this through: Searchable knowledgebase � customers can look through public information stored in the knowledgebase and resolve their own questions Suggested solutions � customers can look at solutions that have been ranked based on effectiveness for given situations Self-service case management � customers can manage their own cases, open, close, add comments, look for solutions, etc. Proactive status updates � customers can determine their case status by checking for themselves � this deflects many low-value calls

8. Searchable Knowledgebase Helps Customers Self-Serve Empower customers to answer their own questions Expose product documentation, files and other resources Deliver rich, HTML content Mark entries as public or private Deflect calls from your call center by allowing customers to answer their own questions. Deflect calls from your call center by allowing customers to answer their own questions.

9. Self-Service Case Management Deflects Calls Provide customers with advanced case management capabilities Open cases Edit cases Research cases Close cases Suggested Solutions provide customers with immediate answers Offer ranked, matching suggested solutions Allow customers to manage their own cases on their own time, without having to call a call center. Offer proven solutions through Suggested Solutions that fit the issues the customer is experiencing.Allow customers to manage their own cases on their own time, without having to call a call center. Offer proven solutions through Suggested Solutions that fit the issues the customer is experiencing.

10. Deliver a Web 2.0 Self-Service Experience A Web 2.0 self-service experience leads to greater self-service adoption and therefore a larger number of automated transactions. We help this through: Single-click registration � easy access for customers Web 2.0 experience � include rich content, custom apps, AppExchange apps, mashups, etc. Guided navigation � include only the content customer care about, including information from outside systems e.g., legacy billing, project management, etc. A Web 2.0 self-service experience leads to greater self-service adoption and therefore a larger number of automated transactions. We help this through: Single-click registration � easy access for customers Web 2.0 experience � include rich content, custom apps, AppExchange apps, mashups, etc. Guided navigation � include only the content customer care about, including information from outside systems e.g., legacy billing, project management, etc.

11. Single-Click Registration Eases Adoption Provide no-hassle sign-ups for customers Identified customers need only enter their email address Instant access to the appropriate portal view Users can then manage their profile, change preferences, etc. Simplified new user administration Batch customer approvals enable proactive portal setup � for thousands at a time Customers can sign on to their custom portal for the first time with a single click. Administrators can batch together portal approvals for streamlined setup.Customers can sign on to their custom portal for the first time with a single click. Administrators can batch together portal approvals for streamlined setup.

12. Web 2.0 User Experience Builds Loyalty As easy to use as Google or Yahoo! Award-winning web usability Support idea generation Include videos Create mashups Leverage AppExchange for Community forums Blogs, Wikis Chat The portal content and appearance can be tailored to meet the needs of portal customers and offer a more rewarding experience.The portal content and appearance can be tailored to meet the needs of portal customers and offer a more rewarding experience.

13. Guided Navigation Improves Customer Experience Show your customers only what they care about Based on user profiles Task-oriented user interface Users can accomplish business processes Supports �get in/get out� or browse around Portal users can be presented with task-specific applications and UI to adapt to their needs.Portal users can be presented with task-specific applications and UI to adapt to their needs.

14. Build a loyal online community which in turn drives higher customer satisfaction and creates more customer evangelists. We help this through: 1-Stop relationship management � regardless of what systems they need access to, CP provides customers a flexible window (even if the legacy system itself is not flexible enough to be adapted to customer usage) Personalized experience � each customer feels like we are serving content directly for them without having to interact with an agent. Community-driven service � customers who speak highly of your products and services are often the best form of marketing. Create more evangelists by allowing them to interact with your company more productively.Build a loyal online community which in turn drives higher customer satisfaction and creates more customer evangelists. We help this through: 1-Stop relationship management � regardless of what systems they need access to, CP provides customers a flexible window (even if the legacy system itself is not flexible enough to be adapted to customer usage) Personalized experience � each customer feels like we are serving content directly for them without having to interact with an agent. Community-driven service � customers who speak highly of your products and services are often the best form of marketing. Create more evangelists by allowing them to interact with your company more productively.

15. One-Stop Relationship Management Give customers a flexible window into your company Develop custom objects or applications for new business processes Training registration Warranty tracking Project management etc. Easily display relevant customer information from other systems: ERP Legacy etc. Back-office systems (accounting, ERP, contracts, billing, etc.) are inherently inflexible and not designed for interaction with customers. Instead, the Salesforce Customer Portal can provide a flexible window into these applications that can simplify navigation, and even editing and updating these systems.Back-office systems (accounting, ERP, contracts, billing, etc.) are inherently inflexible and not designed for interaction with customers. Instead, the Salesforce Customer Portal can provide a flexible window into these applications that can simplify navigation, and even editing and updating these systems.

16. Personalized Experience Drives Adoption Multiple portals deliver 1-to-1 service that scales as you grow Provide a unique portal experience based on Business units, product lines, service levels, etc. All while maintaining a single customer database Tailor information presented based on customer roles and hierarchies Enable users to manage their own contact information Customer Portal can offer a unique experience based on a variety of attributes. You may want to have a different portal for each business unit, or product line, or even customer type.Customer Portal can offer a unique experience based on a variety of attributes. You may want to have a different portal for each business unit, or product line, or even customer type.

17. Community-Driven Service Builds Relationships Create and connect customer evangelists Quickly build custom self-service applications using platform tools Support idea generation Choose from hundreds of ready-to-run applications from the AppExchange Surveys Community Forums Chat Offer a rich, Web 2.0 like experience to customers. Salesforce Ideas is a Digg-like idea exchange forum that allows ranking. Through our AppExchange partners, you can offer customers many useful tools such as surveys, forums, and live chat.Offer a rich, Web 2.0 like experience to customers. Salesforce Ideas is a Digg-like idea exchange forum that allows ranking. Through our AppExchange partners, you can offer customers many useful tools such as surveys, forums, and live chat.

18. Adapt Quickly to Customer Needs Flexibility means faster time to market. This can translate to more responsiveness to crisis situations (e.g., product recalls), regulatory changes, opening new markets (e.g., China), new product introductions, new service levels (e.g., new premium support) or any other business driver. Many industries will have their own responsiveness challenges. For example, Pharmaceutical companies do new product launches that require comprehensive changes to support processes. Some industries have seasonal changes, others have changes based on where they are in a given reporting period. Regardless of the driver, we help customers become more responsive through: Unified administration � changes in the call center are reflect in the customer portal and vice versa. Other SF areas (SFA, Marketing, etc.) are also reflected in the customer portal Point-and-click customization � changes to screens and processes can be made in hours or days, rather than weeks or quarters. OnDemand delivery � no infrastructure to worry about, no upgrade cycles to worry about. Rather, focus the organization on innovation to achieve business objectives. Flexibility means faster time to market. This can translate to more responsiveness to crisis situations (e.g., product recalls), regulatory changes, opening new markets (e.g., China), new product introductions, new service levels (e.g., new premium support) or any other business driver. Many industries will have their own responsiveness challenges. For example, Pharmaceutical companies do new product launches that require comprehensive changes to support processes. Some industries have seasonal changes, others have changes based on where they are in a given reporting period. Regardless of the driver, we help customers become more responsive through: Unified administration � changes in the call center are reflect in the customer portal and vice versa. Other SF areas (SFA, Marketing, etc.) are also reflected in the customer portal Point-and-click customization � changes to screens and processes can be made in hours or days, rather than weeks or quarters. OnDemand delivery � no infrastructure to worry about, no upgrade cycles to worry about. Rather, focus the organization on innovation to achieve business objectives.

19. Point-and-Click Customization Tailors the Experience Improve responsiveness with short development cycles Enhance user experience with easily executed improvements Flexibility to include sophisticated applications Changes to the portal can often be made in hours, rather than days or weeks like other solutions. Access the entire array of salesforce customization capabilities that span from simple changes all the way to comprehensive application development.Changes to the portal can often be made in hours, rather than days or weeks like other solutions. Access the entire array of salesforce customization capabilities that span from simple changes all the way to comprehensive application development.

20. Unified Administration Simplifies Management Make real-time changes across all channels Updates in the portal are immediately reflected in the call center Never be out of sync Since the underlying database is the same, changes are reflected everywhere simultaneously. This means that administration is streamlined and you�ll never be out of sync between the customer portal and the call center, for instance.Since the underlying database is the same, changes are reflected everywhere simultaneously. This means that administration is streamlined and you�ll never be out of sync between the customer portal and the call center, for instance.

21. On Demand Delivery Drives a Focus on Value True multi-tenant architecture Focus on innovation, not infrastructure No Hardware, No Software Automatic upgrades No maintenance costs Rapid time to value What makes all of this possible is our multi-tenant architecture. Every customer runs the same instance of Salesforce. Upgrades happen automatically. Customization can be done rapidly. And deployments happen in days and weeks, not months and years.What makes all of this possible is our multi-tenant architecture. Every customer runs the same instance of Salesforce. Upgrades happen automatically. Customization can be done rapidly. And deployments happen in days and weeks, not months and years.

22. Qualcomm Delivers Personalized Self-Service

23. Borland Customer Service gets More Responsive

24. CompassLearning Delivers Personalized Self-Service

25. Turn Customers into Evangelists 24/7 service at lower cost � Let customers find their own solutions and resolve their own cases anytime, anywhere Web 2.0 self-service experience � integrate all kinds of rich content, including custom applications and mashups Build a loyal online community � show customers only what they want to see, let them manage their relationship with you Adapt quickly to customer needs � by having an integrated system that is completely synchronized with the Call Center application, there is much less complexity to build and manage 24/7 service at lower cost � Let customers find their own solutions and resolve their own cases anytime, anywhere Web 2.0 self-service experience � integrate all kinds of rich content, including custom applications and mashups Build a loyal online community � show customers only what they want to see, let them manage their relationship with you Adapt quickly to customer needs � by having an integrated system that is completely synchronized with the Call Center application, there is much less complexity to build and manage

26. Portal Feature Comparison OPTIONAL SLIDEOPTIONAL SLIDE