Salesforce.com 2004 Annual Report Download - page 9

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Table of Contents
• Encourage the development of third-party applications on our sforce platform. Our sforce platform enables existing customers and third-party
developers to develop and deliver applications complementary to our core service offering. Sforce enhances the attractiveness of our service,
particularly to enterprise customers, by enabling them to accelerate the integration of our service with their existing applications. As we did with
the recent introduction of Customforce, we plan to continue to augment the sforce tools and services we provide to developers and foster their
development of new applications.
The salesforce.com Service
We provide a comprehensive array of on-demand CRM application services for businesses of all sizes and industries worldwide. These services enable
companies and individuals to systematically record, store and act upon customer data, helping businesses manage their customer accounts, track sales leads,
evaluate marketing campaigns and provide post-sales service. We also enable companies to generate reports and summaries of this data and share them with
authorized employees across functional areas. CRM includes sales, customer service and support and marketing automation:
• Sales force automation enables salespeople to be more productive by automating manual and repetitive tasks and providing them with better,
more organized data about their current and prospective customers. It permits companies to establish a system and a process for recording,
tracking and sharing information about sales opportunities, sales leads, sales forecasts, the sales process and closed business.
• Customer service and support automation, which is marketed under our brand Supportforce, allows companies to interact better and more
efficiently and professionally with their existing customers in a variety of areas, such as requests for repairs, advice about products and services,
complaints about faulty goods and the need for additional goods and services.
• Marketing automation enables companies to manage marketing campaigns from initiation through the development of leads that are passed to the
sales team and enables them to determine the effectiveness of each campaign by quantifying the revenue generated as a result of specific
marketing activities.
We offer for a fee three principal editions of our service: Enterprise Edition, Professional Edition and Team Edition.
Enterprise Edition. Enterprise Edition is our most fully featured service offering and is targeted primarily at large companies that have several different
divisions or departments. It includes many administrative features that are particularly useful to large companies, such as workflow, the ability to customize
views for different departments and a set of controls that allows a system administrator to designate which users have access and modification rights to the
different types of information within the system. It also includes a Web services-standard XML API that enables companies to readily integrate our CRM
service with ERP applications, Web services and other data sources and a weekly export service that permits a customer to download all data input by users
into the service in a machine-readable format. It also includes our offline and wireless features that permit users to access information through laptops, PDAs
and wireless devices.
Professional Edition. Professional Edition is targeted primarily at medium-sized and large businesses that need a robust CRM solution but do not need
some of the more advanced administrative features and integration capabilities of Enterprise Edition. The offline, wireless and selected other features of
Enterprise Edition that are not included in Professional Edition are available to Professional Edition customers for an additional charge.
Team Edition. Team Edition is targeted primarily at small businesses that seek a robust sales force automation and case management solutions without
the more sophisticated features that are required by larger companies, such as integration, analytics and workflow. Team Edition does not include full
customer service and support or marketing automation features.
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