Salesforce.com 2008 Annual Report Download - page 10

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Table of Contents
goods and services. Using Salesforce CRM Customer Service & Support, customers can leverage our complete cloud-computing platform to
deliver a comprehensive solution for their customer service interactions across every service channel: call centers with phone, email and chat,
web portals for self-service and customer collaboration, and within social networks for community interactions.
• Marketing automation, which is marketed under our brand Salesforce CRM Marketing, enables companies to attract new customers and
manage marketing campaigns from initiation through the development of leads that are passed to the sales team. Marketers are able to determine
the effectiveness of each campaign by quantifying the revenue generated as a result of specific marketing activities. The application includes
integration with Google Adwords, which enables marketers to measure the return on their Google Adwords spend by providing full visibility into
which clicked ads result in actual closed business. Salesforce CRM Marketing also provides content management functionality to manage
marketing and brand collateral. The technology includes ratings, comments, filters, and tagging, which help marketers ensure the best and most
up-to-date materials are consistently being used throughout their companies.
As of January 31, 2009, we offer five principal editions of our service for a fee: Group Edition, Professional Edition, Enterprise Edition, Unlimited
Edition, and Partner Edition. We derived over 90 percent of our revenues from subscriptions to, and support for, our service in fiscal 2009.
• Group Edition. Group Edition, which is limited to five subscribers, is targeted primarily at small businesses and workgroups that seek a basic
sales force automation solution without the sophisticated features required by larger companies. Users can use Group Edition to share important
customer data and manage their customer relations—from the start of the sales cycle to closing the deal to providing basic customer service.
Group Edition primarily offers access to accounts, contacts, opportunities, and reports. It does not include the more advanced customer service
and support or marketing automation features such as: campaigns, forecasts, solutions, online case capture, self-service portal, notes and
attachments, Offline Edition, and mass email capabilities. Using the Force.com platform, customers can further extend and customize Group
Edition by adding additional custom tabs and/or a custom application.
• Professional Edition. Professional Edition is targeted primarily at medium-sized and large businesses that need a robust and complete CRM
solution but do not need some of the more advanced administrative features and integration capabilities. Professional Edition offers companies a
comprehensive CRM suite that business users can use to manage every aspect of the customer lifecycle. In addition to everything available in
Group Edition, it provides users more advanced CRM functionality such as: forecasts, lead management, contract management, solutions, and
online case capture. Professional Edition also comes with standard, easy-to-use customization, security and sharing, integration, and
administration tools to facilitate any small to mid-sized deployment. Using the Force.com platform, Professional Edition customers have more
flexibility than Group Edition customers to further extend and customize their service by adding more custom applications, custom tabs, and/or
custom objects.
• Enterprise Edition. Enterprise Edition is designed to meet the complex business needs of large organizations with many divisions or
departments. In addition to all of the functionality available in Professional Edition, Enterprise Edition offers customers:
• Advanced CRM functionality, such as territory management that uses a rule-based territory assignment engine to categorize accounts and
users into territories, products, and schedules that track revenue and quantity by opportunities
• Multi-divisional sharing and permissions such as profile-based departmental security and sharing
• Workflow and business process control such as workflow automation tasks
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