Salesforce.com 2012 Annual Report Download - page 10

partners are able to connect directly with customers through the same channels, thereby providing a
consistent customer user experience.
Our solution is comprised of cloud applications and cloud platforms, as well as professional services to
facilitate the adoption of our solution.
Our Cloud Applications for the Social Enterprise
We are a leading provider of enterprise cloud computing services, and are dedicated to helping customers
transform themselves into social enterprises with our applications. Our primary applications are within our Sales
Cloud and Service Cloud brands, but the combination of all the applications below allows our customers to
transform themselves by connecting, engaging, selling, servicing, and collaborating with customers as well as
improving internal automation and collaboration. Our primary applications are as follows:
•Sales Cloud. The sales force automation features of our CRM application services are marketed under
our Sales Cloud brand and focus on allowing our customers to better connect and sell to their
customers. Through the Sales Cloud, users are able to be more productive through the automation of
manual and repetitive tasks and access to better and more organized data about their current customers
and prospects. Our customers are also able to establish a system and process for recording, tracking,
and sharing information about sales opportunities, sales leads, sales forecasts, the sales process, and
closed business, as well as managing sales territories. Customers are able to create social profiles of
their customers, based on information from social networking services like Facebook, Twitter and
LinkedIn. Our customers are also better able to manage unstructured information such as sales
collateral, presentations, price lists, and video assets. In addition, the Sales Cloud encompasses partner
relationship management functionality (including channel management and partner portals) and
marketing automation (including campaigns, and return-on-investment tracking).
•Service Cloud. Our customer service and support automation features are marketed under our Service
Cloud brand and allow our customers to better service and engage with their customers. Through the
Service Cloud, companies are able to maintain better relationships with their existing customers and
more efficiently address a variety of service and support needs, such as advice about products and
services, requests for repairs, complaints about faulty goods, and the need for additional goods and
services. Using the Service Cloud, companies can access 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 community interactions within social networks. In
addition, built-in collaboration tools enable customer service agents to share information on how to
better service customers.
•Salesforce Chatter. Our Chatter application enables customers to create private employee social
networks for companies of all sizes in order to improve employee collaboration. For current customers
of our Sales and Service Cloud editions, Chatter is included free for all subscribers. In addition, we
offer Chatter Plus edition, designed to provide access to Chatter for employees in customers’
organizations who are not current subscribers of a Sales or Service Cloud edition. We recently
delivered new features, including Chatter Now for real-time collaboration, and Chatter Customer
Groups enabling users to invite people outside their organizations, such as customers and partners, into
their Chatter network to collaborate in a secure environment. Chatter is a core attribute of our
Force.com platform and its social capabilities are an integral part of each of our application offerings
and our Social Enterprise solution.
•Salesforce Radian6. Our Radian6 application provides our customers a tool for social media
monitoring and marketing. The application allows companies to listen, analyze, engage and measure
their brand’s presence within social media. As a result, companies can better service their customers by
listening to what their customers are saying about their brand online, and interacting and influencing
conversations in real-time. For example, companies are able to measure the effectiveness of marketing
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