Salesforce.com 2011 Annual Report Download - page 14

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summaries of this data and share them with authorized individuals across functional areas. Most of the features of
our service can be accessed through a variety of devices, including laptop computers, tablets and mobile devices.
Additionally, our service is highly configurable in a short amount of time, enabling our customers to tailor its
appearance, policy settings, language, workflow, reports, and other characteristics without the use of significant
IT resources or consultants.
Our CRM services are primarily marketed under two brands, the Sales Cloud and the Service Cloud:
•Sales Cloud. The sales force automation features of our application services are marketed under our
Sales Cloud brand. 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. 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,
ROI tracking, and Google AdWords integration).
•Service Cloud. Our customer service and support automation features are marketed under our Service
Cloud brand. 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, 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 community interactions within social networks.
As of January 31, 2011, we offered five principal service editions: Contact Manager Edition, Group Edition,
Professional Edition, Enterprise Edition, and Unlimited Edition. Chatter is included in each Edition. We derived
over 90 percent of our revenues from subscriptions to, and support for, our service in fiscal 2011.
•Contact Manager Edition. Contact Manager Edition, which is limited to five subscribers, is targeted
primarily at individuals and small businesses that seek basic contact and customer management. Users
can track customer contacts and manage tasks and activities.
•Group Edition. Group Edition, which is also limited to five subscribers, is targeted primarily at small
businesses and workgroups that seek a basic sales force automation solution. Users can 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. In addition to everything available in Contact Manager Edition,
Group Edition offers access to opportunities, accounts, contacts, tasks and basic reports. 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.
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