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					Introducing the AppExchange Platform
Leading the Charge to the Future of Software




        A Salesforce.com White Paper
                 June 2006
Table of Contents
Executive Summary ....................................................................................................................... 3
The Crucial Balance Between Business and IT ........................................................................... 3
Part 1: Key Business Features ...................................................................................................... 4
   Salesforce.com: a Leader in ―Software as a Service‖ ............................................................................... 4
   A True Multi-Tenant Architecture ............................................................................................................ 5
   ―Democratization‖ of Enterprise Applications ......................................................................................... 6
   Top-Notch Reliability and Performance ................................................................................................... 6
   Sharing Live Performance Information – We’ve Got Nothing to Hide!................................................... 6
   A Leader in Customization: Salesforce Works the Way Your Business Works ...................................... 6
   Run Multiple Applications Within the Salesforce Environment .............................................................. 7
   We’re the Innovator for On-Demand Software ........................................................................................ 7
   Secure Your Data While Making It Accessible to All Who Need It ........................................................ 8
   Easily Create Mash-Ups (Our Affectionate Term for Composite Applications) ...................................... 8
Part 2: Key IT Features ................................................................................................................. 9
   We Let You Focus IT Resources Where They’re Most Productive ......................................................... 9
   AppExchange: An Integrated On-Demand Platform .............................................................................. 10
   A Springboard for Innovation and Partnership ....................................................................................... 10
   A Dream Come True for IT: The Developer’s ―Sandbox‖ ..................................................................... 11
   Enjoy Free Integration With Mobile Devices ......................................................................................... 12
   Achieve a 360-Degree View of Customer Relationships ....................................................................... 12
   Conclusion: Advanced CRM Software at your Fingertips ..................................................................... 12
Additional Information and Resources ....................................................................................... 12




Introduction to the AppExchange Platform                                                                                     Page 2
Executive Summary

Historically, companies that needed access to enterprise software for applications such as Customer Relationship Management
(CRM) were required to make major investments to buy, build, and maintain their own computing infrastructures. On-demand
computing gives them a new alternative. Now companies both large and small can ―plug in‖ and subscribe to services delivered
via the Internet, yet still enjoy the advantages of enterprise software built on a world-class infrastructure.

Salesforce.com is leading the on-demand revolution, enabling companies to decrease total cost of ownership, saving up to 90
percent compared to traditional ―on premise‖ enterprise software solutions.

These savings are confirmed by enthusiastic salesforce.com customers the world over. ―Siebel would have cost us $30 million to
$40 million and taken a year to deploy,‖ notes an avid user at Kaiser Permanente. ―With salesforce.com, we did it in four months
at less than $1M.‖

Astaro Internet Security seconds this notion: ―Salesforce.com gives us an enterprise-class CRM solution at a fraction of the cost
of traditional software,‖ says an IT manager at the technology firm. ―We don‘t have to worry about hosting, scalability, or
maintenance.‖

Buoyed by these successes, Salesforce is extending its on-demand model beyond the world of CRM. Because AppExchange is a
complete platform, developers can use it not only to extend the capabilities of CRM, but also to create new applications that
address entirely different types of requirements, without tying up crucial IT resources. AppExchange is a true multi-tenant, Web
Services-based architecture, in which uniquely extensible functionality is combined with unparalleled ease of implementation and
integration.

And because Salesforce is based on standard Web technologies and supports all the major development environments, it can be
easily extended and readily integrated with other applications and systems, such as enterprise resource planning (ERP)
applications from Oracle or SAP. Salesforce environments are also easy to integrate with a wide variety of mobile computing
devices—a real boon to sales and service professionals in the field. Our Write Once, Run Anywhere development model makes
your applications accessible to personnel who use mobile technologies such as Blackberry, Palm, Windows Mobile, Symbian,
and others.

In short, AppExchange is much more than a major step forward in the world of CRM – it’s the key to what AMR Research calls
―the wave of the future‖ and what AMI Partners refers to as ―the next major ecosystem‖ in the world of software application
development and delivery. Thousands of companies use Salesforce as a hub for managing and sharing information to drive all
sorts of business processes — from product development and partner relationships to recruiting and expense tracking. The reason
is simple: with AppExchange, you can create, access, and share on-demand applications as easily as you can order a book online.

Nearly 400,000 subscribers at more than 20,000 companies depend on Salesforce to manage their sales, marketing, and customer
service activities—in companies of all sizes in just about every industry, worldwide. Salesforce.com is consistently recognized
for excellence in CRM technology, with 50 percent market share, as reported by IDC.

This paper describes the fundamental components of AppExchange, with an emphasis on how this industry-leading software
model helps you meet critical CRM requirements with minimal impact on IT resources.


The Crucial Balance Between Business and IT

At many companies, tradeoffs between business goals and IT requirements often lead to conflicting product decisions. Business
users want their applications to be customized to support their particular ways of doing things, while IT departments want a
standard, stable environment to simplify maintenance and avoid the time-consuming re-customization‖ that typically occurs
when a new version of an application is released. Salesforce.com makes this conflict a thing of the past, providing a solution that
addresses both business goals and IT realities.




Introduction to the AppExchange Platform                                                                         Page 3
ClearCube Technology believes salesforce.com’s proven on-demand model helps balance this corporate power struggle. As a
senior director at the company puts it: ―AppExchange further underscores why salesforce.com‘s on-demand applications remain
the unquestionable choice for driving sales and maximizing productivity while keeping IT costs to a minimum.‖

The sentiment is seconded by a CRM Program Manager at Enterasys, who reports, ―It‘s clear that ease of customization has been
one of the most important factors in the success of our CRM initiative.‖

Salesforce users can modify the way our software behaves, without modifying code and without affecting other customers. And
the Salesforce solution offers an additional benefit that goes way beyond ease of customization: When a new version of the
product is released, your existing customizations are automatically carried forward.


Part 1: Key Business Features

Salesforce implementations generally take less than one month and rarely exceed three months. As a result, most Salesforce
customers realize a return on their investments in about six months. Traditional on-premise CRM implementations usually take
12 months or more, and customers typically wait two years or more before their software generates a positive ROI. ―In just three
months, we‘ve been able to create, launch and gain complete user adoption of our eight AppExchange applications,‖ confirms
Wes Benwick, CEO of Bennet’s Business Systems. ―The efficiencies we‘ve gained by utilizing these new applications has
allowed my employees to spend at least 25 percent more time with our customers.‖

Robert Bois of AMR Research adds, ―Fast time-to-value for customer management deployments often outweigh the potential
benefits of a more complex traditional deployment… faster implementations and simpler user interfaces are behind the move
toward SaaS [software as a service]. Large enterprises are jumping on the bandwagon.‖

Salesforce.com: a Leader in “Software as a Service”

Salesforce is a prodigy of the times. As Summit Strategies has observed, two critical IT trends have begun to merge in a way that
greatly benefits both IT managers and business users. The first trend is the accelerating rise of on-demand software providers,
which offer applications designed from scratch to be delivered as hosted online services. The second trend is the emergence and
increasing acceptance of XML-based Web services—a series of specifications intended to standardize and simplify messaging
and other types of interaction among software systems. ―Perhaps the most aggressive Net-native vendor in this regard has been
salesforce.com, a leading provider of sales force automation, customer relationship management and other ‗on-demand‘
services,‖ declares one analyst at this venerable research firm (April 2004).


Introduction to the AppExchange Platform                                                                       Page 4
As Summit Strategies goes on to explain, the primary benefit of on-demand software is obvious: you don’t have to install,
manage or maintain enterprise software and its associated infrastructure. Instead, you simply subscribe to the capabilities you
need and select the desired number of seats. The price is extremely reasonable, and the software is immediately available. This
cost-effective software model is ideal for businesses of any size, allowing small and midsize companies to enjoy CRM
capabilities formerly only available to large enterprise organizations.

A True Multi-Tenant Architecture

Some software solutions are advertised as ―hosted services‖ or ―software as a service,‖ when in truth the vendor has merely
repackaged an enterprise software asset without retooling its basic deployment architecture. Because the software has not been
substantially modified, it still has to be uniquely configured for each customer. The vendor handles the installation at its own data
center, but a separate instance of the software must be installed, configured and maintained for each customer, leading to sky-
high implementation and consulting fees. Each time the vendor upgrades the software, it has to re-deploy it for each customer,
leading to another round of fees whenever a new release is introduced.

In contrast, Salesforce is a true multi-tenant architecture, meaning that all users and applications share a common infrastructure
and code base. This translates into major cost savings over the short and long terms. When salesforce.com releases new versions
of the software, you don‘t have to install any upgrades in your own environment, unlike the products offered by other CRM
vendors.

In the early days of the on-demand model, some critics contended that the cost advantages were negated after three or four years
of paying subscription fees. Today the pundits disagree with this assessment. A recent Gartner study revealed that the on-demand
model is actually more affordable than the on-premise model, owing primarily to savings that are realized whenever a new
version of a software product is released. With the on-demand model, new releases are deployed transparently and without
additional cost. With the on-premise model, customers face extremely high costs for consultation and customizations whenever
the vendor releases a new version of the software.




Multi-tenant applications are designed so that users share the same physical instance and version of the application. Individual
―deployments‖ of those applications occupy virtual partitions rather than separate physical stacks of hardware and software.
Multi-tenant applications, such as Salesforce, and platforms, such as AppExchange, are similar to consumer applications like
Google Mail and eBay, each of which runs a single code base and depends on an infrastructure shared by all users. This multi-
tenant design makes possible the quick deployment, low costs, and rapid innovation that salesforce.com has become known for.




Introduction to the AppExchange Platform                                                                          Page 5
Customizations that you make to your Salesforce environment are applied to a local ―blueprint‖ – not to the underlying code or
database structures. Best of all, any unique customizations are automatically carried forward when salesforce.com releases a new
version of its software. That means you don’t have to pay to re-apply your customizations to each new release.

Of course, while the code base and infrastructure are shared among multiple customers, your data is not. Salesforce has
developed one of the best data security models in the industry. More on that in a moment.

“Democratization” of Enterprise Applications

In the older software-delivery model, there was a big gap between the power and functionality of software designed for large
enterprises, compared to software that was affordable for small businesses. With Salesforce, all customers use the same code base
at all times. Both large and small organizations reap the rewards:

         Small companies can take advantage of insight from large companies like ADP, Merrill-Lynch and Cisco, who work
          with the Salesforce development organization to introduce new features and functionality.

         Large enterprises benefit from advances created by small, entrepreneurial companies who often reveal innovations that
          large IT organizations would be reluctant to develop.

         Organizations of all sizes reap the benefit of salesforce.com's tiered pricing structure, which offers a very affordable
          point of entry for small businesses while supporting full-scale deployment across departments and divisions for large
          enterprises.

In short, the Salesforce solution offers world-class performance and scalability for any-size business. Salesforce delivers more
than just a powerful, easy-to-use CRM product. Salesforce offers a complete architecture that empowers every business to enjoy
the benefits of on-demand software.

As Rob Bois of AMR Research sums up, ―Companies of all sizes are now using hosted applications as revenue generation
becomes a top priority. This, coupled with shorter implementation times, makes the hosted model very attractive.‖

Top-Notch Reliability and Performance

Salesforce provides world-class reliability and stability, with multiple data centers across the country constantly mirroring
important data in real time. When a customer modifies a record, multiple disk-based backup copies are created immediately, and
these are further protected by frequent back-ups to tape. This redundant protection of data does not impact the speed of
Salesforce functionality: 99.9% of Salesforce transactions are completed within 300 milliseconds or less!

All mirroring of data is done electronically, with data encrypted during transfer. Copies of data, whether on disk or tape, never
physically leave salesforce.com premises. There's no possibility of a tape being stolen on the road, because they never go on the
road.

If one of the main Salesforce facilities goes down – for example, because of a natural disaster – the applications will fail-over to
another site with little or no interruption in service.

Sharing Live Performance Information – We’ve Got Nothing to Hide!

Salesforce has created a genuine breakthrough in transparency for the on-demand industry. Furthering our commitment to
building and delivering the fastest, most secure and reliable on-demand service, salesforce.com is the only on-demand software
provider to keep customers informed of service availability in real time. The trust.salesforce.com website offers live performance
information — as well as historical performance metrics — something no other on-demand provider is willing to reveal. If
there’s a problem, you’ll be the first to know.

―Like some of our best ideas, trust.salesforce.com was inspired by conversations with our own customers,‖ says Marc Benioff,
salesforce.com Chairman and CEO. ―We have a tradition of leading the On-Demand Revolution with breakthrough innovations,
and trust.salesforce.com takes its place among some of our best new products.‖

A Leader in Customization: Salesforce Works the Way Your Business Works

Salesforce lets you deliver a customized subset of CRM data to each manager and executive—tailored to their individual needs—
without programming. This allows them to continually monitor those parts of your business that are pertinent to them, and refresh
the data with a single click.



Introduction to the AppExchange Platform                                                                           Page 6
Commonly called metadata-driven customization, or simply meta-customization for short, this unique characteristic of
salesforce.com’s on-demand software architecture allows users to modify the way our software behaves, without modifying code
and without affecting other customers. Best of all, the modifications survive upgrades, which means no more haggling between
business and IT to preserve pet features.




Within the confines of permissions assigned by your CRM administrator, even non-technical business users can customize the
Salesforce environment. Unlike other CRM products, these users can create custom dashboards, reports, and workflows with
little or no help from IT professionals.

Run Multiple Applications Within the Salesforce Environment

This same degree of flexibility extends to any application within the AppExchange family. You can run both packaged and
custom applications within our multi-application service, all through a consistent user interface. A point-and-click development
environment makes it easy to create and integrate these on-demand applications. Users can log in once and access numerous
functions, rather than having to log into and out of multiple environments.

Finally, creating applications that meet your unique business needs is second nature — not just an IT fantasy!

The experience of numerous Salesforce customers is reflected in this statement from Royleene Rhodes, a vice president at
American Medical Response: ―With salesforce.com‘s On-Demand model, we easily were able to consolidate multiple databases
and then turn on CRM functionality nationwide for all employees – at one time with no major IT investment. Salesforce.com gives
us the flexibility to create the fields we need to monitor and benchmark our business without the costs of traditional software.‖

We’re the Innovator for On-Demand Software

As a directory, AppExchange is a lot like consumer Web sites such as eBay and iTunes since it provides an open, community-
based approach to distributing, reviewing, and acquiring applications. As an on-demand platform, AppExchange is more like
traditional software-based tools, such as databases, operating systems, and application development environments. However,
AppExchange is unique in the specific technologies it employs and the way it is delivered. It features the world’s first on-demand
application-sharing service, with dozens of pre-built, pre-integrated business capabilities—from expense management to
purchasing to recruiting. These business capabilities have all been created by salesforce.com customers, developers, and partners
as part of an open, active community.

The AppExchange directory is accessible online, allowing you to browse and test drive applications and install them into your
Salesforce accounts with a single click. After that, they will run alongside your other on-demand applications, without impacting


Introduction to the AppExchange Platform                                                                         Page 7
your company’s IT infrastructure. Obtaining new software has never been this easy! AppExchange is built using Web services,
which mask the complexity of the underlying technology and simplify integration requirements. Even non-technical business
users can customize their CRM environments, and partners have an easy time integrating complementary technologies and
services.

Secure Your Data While Making It Accessible to All Who Need It

Salesforce data is maintained in a highly secure, fully redundant infrastructure, using the world’s most advanced hardware,
software, and networking technology. Authorized users always have access to up-to-the-minute data.

Processes and layouts can be easily tailored to meet the specific needs of departments and work groups. And with the Salesforce
secure sharing model, you can be sure that only the users you authorize have access to each discrete piece of data.




As illustrated here, there are two important components to data security:

              Protection against unauthorized access:

          Salesforce has been awarded the highly coveted SysTrust SAS 70 Type II certification. In addition, two of the world’s
          leading accounting firms have conducted independent audits of the Salesforce environment, confirming that Salesforce
          data security is well beyond what most companies can achieve for themselves. According to these auditors, 70 percent
          of large IT organizations do not attain higher than a 99.5 security rating. For over a year, Salesforce has maintained a
          rating of 99.82.

              Protection against loss of data:

          Salesforce maintains mirrored servers on the West Coast and East Coast of the United States. Data is written
          simultaneously to the mirrored data centers, and the server environments are identical, down to the individual machines
          that make up the configuration.

Easily Create Mash-Ups (Our Affectionate Term for Composite Applications)

Salesforce customers are taking advantage of the AppExchange to combine disparate Web Services and ―mash‖ them together to
make completely new applications. The integration is so seamless, users generally don’t even know that there are two or more
applications involved. Salesforce customers and partners are doing the kinds of things today that competitors still talk about
being able to do in the future. Thanks to our thorough support for Web services and many related integration technologies,
creating and combining applications within the AppExchange is typically a point-and-click affair.

For example, Property CRM is an on-demand application that was developed entirely on AppExchange. The application allows
real estate brokers to manage properties throughout the lifecycle of a sale, from initial inquiry to final calculation of sales
commissions.




Introduction to the AppExchange Platform                                                                        Page 8
All properties can be mapped with Google Maps via an interactive tab that allows search criteria to be applied before the
properties are displayed. Users can click on the map to see an image of the property, then click on the address to view pertinent
details. Property CRM also features intelligent search capabilities to hasten the process of finding properties that match a given
set of requirements. Users can decide which fields are used in a search depending on how they have configured the Salesforce
environment.

You can read more about this application, and even take it for a test drive, at the following address:
http://www.salesforce.com/appexchange/detail_overview.jsp?id=a0330000001DohmAAC


Part 2: Key IT Features

CRM technology doesn’t exist in a vacuum. That’s why Salesforce is built on industry standards so it is easy to integrate with
other information systems. In fact, Salesforce was the only product to receive a perfect 10 for integration in InfoWorld’s 2005
―CRM shootout.‖

AppExchange simplifies integration with enterprise applications from SAP, PeopleSoft and Oracle, as well as with third-party
solutions, homegrown applications, and portals. More than 1,000 companies have used the AppExchange API to integrate
Salesforce with their corporate information systems.

―It is easy to adapt salesforce.com to particular projects—we can do it ourselves!‖ claims an enthusiastic business user at
Innovex. ―We don‘t need an army of consultants every time we need to tailor the system or tweak it for a new customer.‖

Jean-Michel Berard at Esker Software focuses on the ease of integrating Salesforce with other enterprise software systems:
―After three years, integrating Siebel with SAP was still something we dreamed about – we just couldn‘t make it work. With
AppExchange, we managed to complete our integration project in 90 days.‖

As Berard quickly learned, Salesforce is browser-based, so there are no software-installation or maintenance tasks to consume the
time or resources of your IT team. What’s more, when Salesforce is upgraded or a new release is introduced, any customizations
that your organization has made are automatically carried forward.

We Let You Focus IT Resources Where They’re Most Productive

Salesforce.com’s AppExchange platform ―democratizes‖ application development, meaning that what was formerly a ―black art‖
practiced by highly experienced technology professionals is now available to everyone. Business users can personalize their use
of Salesforce applications without involving the IT department. The figure below illustrates how the AppExchange platform
makes it possible for IT resources to be focused where they’re most appropriate. Most Salesforce customers don’t need IT pros at
all for personalization, configuration and customization tasks.




Introduction to the AppExchange Platform                                                                          Page 9
AppExchange: An Integrated On-Demand Platform

The AppExchange OS, salesforce.com’s on-demand operating system, allows you to deliver all your business applications in a
single environment — with one data model, one integration model, and one user interface. Typically, about 80 percent of user-
requested customizations can be accomplished without any coding. For more advanced projects, where you do want to get your
developers involved, AppExchange provides a robust Web services interface known as the AppExchange API. Based on open
Internet standards—including XML, SOAP, and WS-I Basic Profile—this API allows developers to access AppExchange
applications using their favorite programming languages, development environments, and integration tools. Additionally, the
AppExchange API is based on a service-oriented architecture (SOA), which means it aligns with the product directions of other
leading software vendors including Microsoft, IBM, Oracle and BEA. This simplifies many types of enterprise integration
projects.

For example, Analog Devices, a leading manufacturer of integrated circuits for analog and digital signal processing applications,
implemented Salesforce SFA in April 2004, and since then has witnessed dramatic boosts in sales efficiency across its product
lines and geographies. The global deployment, completed in just 90 days, incorporates customer and product data from SAP R/3
applications into the Salesforce environment to provide crucial information pertaining to each sale, such as direct access to the
company’s 30,000-item product catalog from the SAP master product database.

A Springboard for Innovation and Partnership

Salesforce.com’s API isn’t just specifications, like the much lauded but little-used Web services implementations of other
enterprise software vendors. More than 20 million Salesforce transactions are routed through the AppExchange API each month,
making it one of the most successful Web services APIs in existence.

The AppExchange platform can be used to make simple modifications or create entirely new on-demand applications, such as a
new bug-tracking system or a recruiting management application. The platform has everything developers need to create,
package, share, and sell applications through the AppExchange directory.



Introduction to the AppExchange Platform                                                                      Page 10
As Computerworld puts it, ―AppExchange will offer partners a new level of integration… Customers can essentially ‗activate‘
the software and treat it as they would any other built-in functionality.‖




In a nutshell, the AppExchange platform extends and enhances your existing resources, rather than displacing them. According to
Paul Schmitter of Risk Metrics Group, ―Integrating salesforce.com with our other key business applications lets us have all the
benefits and success of the on-demand model without sacrificing rich connectivity to our existing systems.‖

At the same time, AppExchange helps minimize development chores when you need to extend or customize your solutions. As
the Marketing Manager of Drake International reports, ―AppExchange helped us build the customized solutions we needed. To
have one comprehensive system that houses all the systems we would otherwise need is powerful.‖

To become a part of the AppExchange community—which includes more than 8,000 developers, lots of sample code, and many
useful toolkits—simply visit www.salesforce.com/developer.

A Dream Come True for IT: The Developer’s “Sandbox”

In response to customer requests, we’ve created a simple, one-click process for cloning an entire Salesforce deployment — an
exact replica that includes all customizations and data. It’s the ideal solution for:

              Testing new customizations or features before rolling them out to users

              Installing, modifying, and testing applications from AppExchange

              Creating a development environment for building and testing integrations and internally built applications

              Providing a training environment for employees

Salesforce Sandbox combines the best of both worlds: a separate test environment plus all the benefits that the on-demand model
provides. Unlike traditional software test instances, deployment is a snap since there are no infrastructure investments required,
and maintenance headaches are non-existent. And it’s bulletproof: Salesforce Sandbox enjoys the same world-class security and
performance infrastructure as your live Salesforce deployments.

Salesforce Sandbox is a flexible environment for installing, enhancing, and testing internally developed applications as well as
external apps from the AppExchange community—without impacting live users.



Introduction to the AppExchange Platform                                                                       Page 11
According to Tomoko Prokai, sales operations manager for DoubleClick, ―With Salesforce Sandbox, we benefit from being able
to develop faster thanks to a safe and cost-effective environment. Salesforce Sandbox helps advance our CRM deployment with
speed and success.‖

Enjoy Free Integration With Mobile Devices

For many business travelers, being on the road means being offline. With traditional premise-based software solutions, it’s
extremely difficult to deliver in-house functionality to users located outside of the usual network infrastructure.

Salesforce breaks down these infrastructure barriers with a pervasive suite of options for mobile devices, disconnected laptops,
and Microsoft Outlook users. Our mobile and wireless solutions keep remote users fully connected, just about anywhere they go.
The Salesforce on-demand environment is accessible to devices running the Palm OS, Blackberry RIM OS, Windows Mobile,
Symbian, and others—and you don’t need any special IT resources to pull these systems into the fold.

Salesforce.com’s mobile CRM solutions put critical data within easy reach, whether the user is on a plane, in a taxi, or in a
customer’s lobby. These mobile options are hassle-free and easy to use, requiring no server installation and minimal user
training.

With AppExchange Mobile, field professionals can record information or alert colleagues of important events as soon as they
occur, so critical information stays in the system and is routed immediately to the people who need it.

Achieve a 360-Degree View of Customer Relationships

AppExchange builds on a long history of success in the CRM market. AMI-Partners takes it a step further, saying that
salesforce.com has ―successfully reshaped the CRM market‖ (November, 2005). The on-demand software platform is a big part
of that transformation.

Salesforce delivers fast and secure access to data — online, offline, and via mobile devices — and links easily to popular tools
like Microsoft Office and Outlook. Your 360-degree view of customer relationships stems from your ability to:

         Create targeted campaigns by segmenting customers according to demographics, product interest, and other pertinent
          factors.

         Measure the effectiveness of marketing campaigns by tying them to lead-generation and conversion.

         Track prospect inquiries and seamlessly route qualified leads to the right people, so sales reps stay in touch with the
          latest prospects.

         Determine precisely which products your customers have purchased, including serial number, quantity, purchase date,
          and replacement date.

         Gain insight into product renewal and up-sell opportunities

         Alert reps to issues customers may be having with a particular product.

         Broaden your view of sales opportunities by tracking which competing products your prospects are using.

Conclusion: Advanced CRM Software at your Fingertips

As noted by a senior executive at Ford, ―The 80s was the decade of quality, the 90s was the decade of the brand, and the 2000s is
the decade of customer experience.‖ Salesforce.com helps you combine customer information into a cohesive, highly manageable
entity, so that all of your customer-facing personnel can complement each other’s efforts. Because Salesforce is subscription-
based, you don’t have to invest in a massive software package that needs to be installed and maintained. You simply sign up for
the number of seats and the functionality you need, and we deliver the software—at a surprisingly low cost.


Additional Information and Resources

The salesforce.com web site has a wealth of information about CRM, the AppExchange on-demand platform, and the thriving
development community, with numerous sample applications that you can ―test drive‖ directly over the Web. For additional
information, please visit www.salesforce.com.



Introduction to the AppExchange Platform                                                                        Page 12

				
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