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Welcome to Dreamforce

our 7th annual user and developer conference.
It’s time to dream big again. It’s time to get closer to your customers than you ever thought possible. It’s time for
your employees, partners, and customers to join the conversation and keep your business humming at the speed of
the Web. It’s time for Dreamforce.

If there’s one lesson the last year has taught us, it’s that the high costs, high risk, and elusive returns of software just
don’t make sense anymore. Salesforce.com and cloud computing have the answers that are right for your business
today. And for the years ahead.

In the next few days, you’ll learn more about all our clouds and how they can help you manage your business: the
Sales Cloud, the Service Cloud, and the Custom Cloud. Every year, you astonish us with your success stories, and
our 300+ customer speakers are the real stars of this show. We hope you’ll take advantage of hearing as many of
them as you can.

And, of course, because this is Dreamforce, we promise more than a few surprises that are guaranteed to inspire new
ways to put cloud computing to work for your business.

But perhaps the greatest source of inspiration comes from your fellow customers—whether it’s in a breakout session
or a casual conversation over coffee at the Cloud Café. Here’s to your continued success in the cloud.

As always, I invite you to join the conversation with us at the show or any time via email at ceo@salesforce.com.

Aloha,

Aloha,

Marc Benioff
Chairman & CEO
salesforce.com
Learn

My Dreamforce
Success Plan
My goals for Dreamforce
Must-attend sessions

Companies to see
in the Cloud Expo
Questions for the Experts

Winter '10 demos to experience
Sales Cloud 3 big wins:
Service Cloud things I can do
Custom Cloud right away back at the office

Cloud apps to check out

Can't leave without…
Goals for my 1:1 Success Clinic Attending a hands-on workshop
Exploring the Salesforce.com Campground
Getting my picture
cture taken

3 ways to network
Birds-of-a-Feather lunches
Evening receptions
Join a local user group

Complete the online Dreamforce Survey and help shape next year’s conference!
Be eligible to win one of 42 Apple iPod nanos to be given away at Dreamforce.
See the conference desk for details.

2 The Cloud-Computing Event of the Year
Table of Contents
Welcome to Dreamforce........ 1 Explore................................ 83
Table of Contents..............................................3 Explore: Salesforce.com Campground....... 84
Agenda at a Glance..........................................4 Explore: Take Your Cloud Mobile................. 86
Daily Highlights—Wednesday........................8 Explore: Cloud Expo Sponsors..................... 88
Daily Highlights—Thursday......................... 10 Strategic Cloud Sponsors............................................88
Platinum Sponsors.........................................................88
Daily Highlights—Friday.............................. 12 Gold Sponsors.................................................................90
Silver Sponsors................................................................96
Bronze Sponsors.......................................................... 101
Learn.................................... 13 Industry Solutions....................................................... 103
Exhibitors........................................................................ 104
Keynotes......................................................... 14
Learn: Tracks & Sessions............................... 18
Sales....................................................................................19 Connect............................. 107
Service................................................................................26 Connect: Special Events..............................108
Marketing..........................................................................32
Administrators.................................................................38 Connect: Salesforce.com Foundation........112
Large Enterprises............................................................44
Earthforce Initiative at Dreamforce...........114
Channels............................................................................47
Executive Insight.............................................................49
Small Business.................................................................51
Admin to AppBuilder....................................................53 Experience......................... 119
Beginning Developers..................................................54 General Information....................................119
Advanced Developers...................................................57
IT Executives.....................................................................59 Moscone Center Maps.................................122
Backstage Pass.................................................................63
Partner Success...............................................................64
Financial Services...........................................................66
Healthcare & Life Sciences..........................................68
Media & Communications...........................................69
High Tech...........................................................................70
Professional Services.....................................................71
Manufacturing & Retail.................................................71
Nonprofits, Public Sector & Education....................73
Learn: Force.com Zone.................................. 77
Learn: Hands-On Training............................ 78
Learn: Salesforce.com Certification............ 79
Learn: Partner Success.................................. 80

3
7:00 a.m 8:00 a.m. 9:00 a.m. 10:00 a.m. 11:00 a.m. noon 1:00 p.m. 2:00 p.m.

Registration 7:00 a.m. – 8:00 p.m.
Tuesday, November 17

Foundation Event
9:00 a.m. – 4:00 p.m.

Paid Hands-On Training
8:00 a.m. – 5:00 p.m.

Birds-of-a-Feather Lunches by
Wednesday, November 18

Breakout Sessions Breakout Sessions
Role – North Hall D
Registration 7:00 a.m. – 8:30 p.m.

11:45 a.m. – 12:45 p.m. 2:15 – 3:15 p.m.
12:45 – 2:15 p.m.

State of the Union Attendee Lunch Attendee Lunch
Breakfast sponsored by
Esplanade 303/305 North Hall D, South Hall A
7:30– 9:00 a.m. Opening Keynote meLLmo
11:45 a.m. – 12:45 p.m. 12:45 – 2:15 p.m.
with Marc Benioff & Special Guests
South Hall B & C
Cloud Expo Cloud Expo
9:00 – 11:00 a.m.
North Hall D North Hall D
7:30 – 9:00 a.m. 11:00 a.m. – 8:00 p.m.

Force.com Zone Force.com Zone
Esplanade Esplanade
7:30 – 9:00 a.m. 11:00 a.m. – 8:00 p.m.

Birds-of-a-Feather
Breakout Sessions Breakout Sessions Lunches byVertical Breakout Sessions
11:30 a.m. – 12:30 p.m. North Hall D
Registration 7:00 a.m. – 6:00 p.m.

7:30 – 8:30 a.m. 1:30 – 2:30 p.m.
Thursday, November 19

12:30 – 1:30 p.m.
Attendee Lunch
Breakfast North Hall D, South Attendee Lunch
7:30 – 9:00 a.m. General Session Hall A sponsored by Aprimo
with Marc Benioff & Special Guests 12:30 –1:30 p.m.
South Hall B & C
Cloud Expo Cloud Expo
9:00 – 11 a.m.
North Hall D North Hall D
7:30– 9:00 a.m. 11:00 a.m. – 4:15 p.m.

Force.com Zone Force.com Zone
Esplanade Esplanade
7:30 – 9:00 a.m. 11:00 a.m. – 4:15 p.m.

Breakout Sessions Breakout Sessions Breakout Sessions
9:00 – 10:00 a.m. 10:15 –11:15 a.m. 11:30 a.m. – 12:30 p.m.
Registration 7:30 a.m. – noon
Friday, November 20

Breakfast
7:30 – 9:00 a.m.

Cloud Expo
North Hall D
7:30 – 11:30 a.m.

Force.com Zone
Esplanade
7:30 a.m. – 1:00 p.m.
Agenda at a Glance

3:00 p.m 4:00 p.m. 5:00 p.m. 6:00 p.m. 7:00 p.m. 8:00 p.m. 9:00 p.m. 10:00 p.m.

NonProfit Educator Cloud Expo
Welcome Reception
North Hall 135 North Hall D
5:00 – 6:00 p.m. 6:00 – 8:00 p.m.
New Attendee Welcome Reception
Orientation
North Hall 134 North Hall D
5:00 – 6:00 p.m. 6:00 – 8:00 p.m.

Force.com Zone
Esplanade
6:00 – 8:00 p.m.

Force.com Developer Hackathon
Breakout Sessions Breakout Sessions
Esplanade
3:30 – 4:30 p.m. 4:45 – 5:45 p.m.
5:45 – 8:00 p.m.

Networking Reception Global Gala
North Hall D South Halls B & C
5:45 – 8:00 p.m. 8:00 – 10:00 p.m.

Breakout
Sessions
2:45 – 3:45 p.m.

Cloud Crawl
Temple Nightclub
Special General Session
9:00 p.m. – 2:00 a.m.
with Gen. Colin L. Powell, Ret.
South Hall B & C
4:15 – 5:45 p.m.
To steer your company through these turbulent times, the cloud helps you
reduce costs and increase sales. Our cloud apps help you manage your
customer information and share any information in any application in your
company—without a big up-front software investment that’s expensive to
install and maintain.

With the Force.com cloud platform, you can mind your customers and your
budget at the same time. You can use Force.com to customize your CRM
applications or build new business applications and Web sites faster and easier
than ever before.

Our cloud infrastructure has been fine-tuned over the past 10 years so it’s
secure, reliable, and fast. It powers more than 63,000 businesses running
120,000+ applications that 1.5+ million users count on every day. In other
words, it’s a proven service you can really trust. Honest.
Breakout Session Schedule
Wednesday, November 18

11:45 a.m. –12:45 p.m. Esplanade 300 Esplanade 304 Esplanade 306 Esplanade 308 Esplanade 310 Force.com Theatre Esplanade 303 Esplanade 305 Esplanade 307 Esplanade 309 South 102 South 103 South104

IT Executives Administrators Administrators Partner Success Channels Partner Success Beginning Developers Advanced Developers Service Admin to AppBuilder Marketing Administrators Sales

Defining the Cloud: Stay in Sync with The Cardinal Rules of User Consulting in the Partner Management 101: The Fastest Path to the Force.com: Platform State Force.com: Platform State Extreme Makeover - Build Your First Custom Hands-On: Building Hands-On: Have It Your Hands-On: Managing
Gartner Explains What Connectors for Outlook Adoption Cloud: Salesforce.com’s Rolling Out Salesforce CRM Cloud: Salesforce.com’s ISV of the Union of the Union Customer Care App Using Your CRM Skills Reports to Analyze ROI Way-Customize Your Org Opportunities with
the Cloud Means for and Lotus Notes Consulting Partner for Partners Partner Program with Clicks, Not Code to Fit Your Business Workflow
Enterprise IT Program

Large Enterprises Administrators Administrators Backstage Pass Channels Partner Success Beginning Developers Advanced Developers IT Executives Advanced Developers Marketing Administrators Admin to AppBuilder
2:15–3:15 p.m.

Establishing Innovation Analytic Basics: Reports 360° Integration: A Look Inside the Service Partners: 7 Secrets of Cloud Building Public Web Deep Dive with the New Build Apps 5 Times Faster Got (lots of ) Data? New Hands-On: Building Hands-On: Giving the Hands-On: Building Your
Management Governance and Dashboards “The Essentials” Session Force.com Infrastructure Collaborating in Real Time Startup Success Sites in the Cloud with Force.com Platform with Force.com Bulk API for High-Volume Dashboards to Drive ROI Right People the Right First Force.com Platform
and a Framework on Service Issues Force.com Sites Technology (Advanced) Data Loading Information Application

Large Enterprises Administrators Administrators Administrators Channels Partner Success Beginning Developers Advanced Developers IT Executives Advanced Developers Sales Service Administrators
3:30–4:30 p.m.

Organizing and Executing Top 10 Things Your Users Admin-Built Apps: How to Introduction to Force.com Driving Adoption: Best From Garage to Glory: Force.com in Action: What’s New in What Applications Are Release with Zero Impact Hands-On: Building Reports Hands-On: An Introduction Hands-On: Pulling It All
to Match the Speed of Want (Though They Might Become a Hero Pages and Force.com Code Practices for Creating Insider Tips and Building an Application in Force.com Code Right for the Cloud? to Analyze Revenue to Managing Support in Together with Custom
Cloud Computing Not Know It) Partner Programs Techniques from Top Real Time the Cloud Report Types
ISV Partners

Small Business Administrators Administrators Administrators Administrators Beginning Developers Advanced Developers IT Executives Partner Success Sales Service Beginning Developers
4:45–5:45 p.m.

A Conversation with Small If You Train Them, They Jack Be Nimble: Master A Brave New World: Think The Self-Healing Database: Building Application User Architecting in the Cloud: Build the Business Case for Cloudonomics 101: Hands-On: Building Hands-On: Automating Hands-On: An Introduction
Business Leaders Will Learn Process Automation with & Act Globally Advanced Data Quality for Interfaces with Visualforce Building Enterprise Apps Force.com: Prove the ROI & Creating a Financial Dashboards to Drive Your Service Cloud to Force.com Code (Apex)
Salesforce CRM Busy Administrators That Scale TCO of the Cloud Plan for Your Force.com Revenue
Business

North 120 North 121/122 North 123 North 124 North 125 North 130 North 131 North 132 North 133 North 134 West Mezzanine 250 West Mezzanine 254 West Mezzanine 270
11:45 a.m. –12:45 p.m.

IT Executives Sales Executive Insight Sales Sales Marketing Marketing Sales Sales Service Healthcare & Life Financial Services Media &
Sciences Communications
Cloudsourcing: The Next Inside Sales Call Scripting How to Boost User Accelerate and Streamline Sales Forecasting: New Lead Management 101: Search Engine Marketing Arming Reps to Win: Hear Gartner’s Seven The Future of the Breaking the Mold:
Phase of Cloud Computing Using Adobe Flex Adoption for Higher ROI Sales Incentive Rollout Ways to Forecast Your Qualifying, Scoring, and Junkies Introduction to the Secrets of Sales Success Customer-Centric Web Custom Cloud Innovation Transform the Customer Creating an Enterprise
and Management on Existing and New Business Routing Your Leads for Integrated Content Library and the Role of the in Healthcare and Life Service Experience in Cloud Strategy in Your
Force.com Success Service Cloud Sciences the Cloud Media Company

Sales Service Sales Marketing Executive Insight Service Marketing Sales Sales Marketing Healthcare & Life Financial Services High Tech
Sciences
2:15–3:15 p.m.

Measuring Your Join the Social Sell More, Sell Faster with A Marketer’s Tale: Top Accounting for Success! Complex Integrations in Master Your Content How Salesforce.com Delivering Business Delivering B2B Marketing Improving Carrier-Agency Getting It Right: The Keys
Organization’s Sales Conversation Integrated On-Demand Challenges Solved with Streamlining Processes Your Contact Center Library: Maximize Your Manages and Measures Insight with Reports and Excellence in a Socially Improve the Health of Your Interaction in the Cloud for Successful High-Tech
Intelligence: Getting More Sales Quoting Tools Marketing Automation with the Platform Messaging Impact Sales Productivity Dashboards Connected World Business by Becoming Deployments
with Less Programs Service-Oriented

Large Enterprises Service Administrators Executive Insight Sales Service Marketing Channels Sales Sales Marketing Sales Sales
3:30–4:30 p.m.

Dispelling Cloud Maximizing Agent Salesforce.com as CIO Insider: How Configuration & Pricing. A Force.com Sites for the Getting Started with Increase Channel Ready to Rock Your How Salesforce.com Uses Using Lead Nurturing How to Tap into Social Media Automatic Harmony:
Integration Myths Productivity: It’s a Game the Company Portal: to Leverage Cloud Quoting App and a Critical Service Cloud Salesforce CRM and Revenue with a Partner Productivity? Meet the Salesforce CRM for Pipeline and Scoring to Deliver to Drive Sales Results Empower Sales & Marketing
Changer for Today’s Incorporating Multiple Integration to Turbocharge Part of Business Process Google AdWords Certification Program New Salesforce CRM Management More and Higher-Quality with Webinar Data
Business Data Sources and BI Salesforce CRM for Outlook Sales Leads

Large Enterprises Service Financial Services Large Enterprises IT Executives Service Marketing Sales Marketing Sales Financial Services Financial Services Media &
Communications
4:45–5:45 p.m.

Today’s Forecast: Knowledge: It’s the Heart Insurance User Group: Thomson Reuters TRUSTs Developing an ERP System How Salesforce.com Uses Advanced Campaign Mobile Sales Excellence: Getting Started Managing The 7 Deadly Sins of Sales Transforming Capital Banking on the Power of
Enterprise Order of the Service Cloud Happy Birthday! in Salesforce.com to Drive in the Cloud the Service Cloud: Global Management: Lead Success for the Road Multichannel Campaigns Force Automation Markets: How Force.com the Cloud Improving Bundling and
Management through Enterprise Innovation Customer Service Nurturing and Warrior Is Changing the Game Competitiveness in Media
the Cloud Campaign ROI & Communications
Wednesday, November 18
notes
daily highlights
Wednesday, November 18

Breakfast
7:30.–9:00 a.m.

Opening Keynote with Marc Benioff & Special Guests
9:00–11:00 a.m.
South Hall C

Platform State of the Union
11:45 a.m.–12:45 p.m.
Esplanade 303 & 305

Birds-of-a-Feather Roundtable Lunches by Role
12:45–2:15 p.m
North Hall D

Networking Reception
5:45–8:00 p.m.
Cloud Expo

Global Gala featuring the Black Crowes
8:00–10:00 p.m.
South Halls B & C

The Cloud Expo is open from 7:30–9:00 a.m.
and 11:00 a.m.–8:00 p.m.

Find the sessions you want
with these color codes:

8
Breakout Session Schedule
Thursday, November 19

Esplanade 300 Esplanade 304 Esplanade 306 Esplanade 308 Esplanade 310 Force.com Theatre Esplanade 303 Esplanade 305 Esplanade 307 Esplanade 309 South 102 South 103 South104

Large Enterprises Administrators Administrators Administrators Channels Partner Success Beginning Developers IT Executives Service Service Nonprofits & Public Sector
7:30–8:30 a.m.

Using the Service Cloud for Eureka: Data Nirvana Managing Change: How Time-Savers: Tips for Building Loyalty Through Maximize Your Revenues: One Force.com Platform: Running IT in the Cloud Hands-On: Knockin’ Hands-On: Building Reports Hands-On: Getting the Most
the Enterprise to Win Friends and Enhancing Productivity and Community Market and Deliver Two Tools for Developing Knowledge out of the Park to Analyze Out of the Salesforce CRM
Influence People Efficiency in Salesforce CRM Your Solutions on the Applications Agent Productivity for Nonprofits Starter Pack
AppExchange
11:30 a.m. - 12:30 p.m.

Nonprofits & Public Sector Administrators Administrators Admin to App Builder Channels Partner Success Beginning Developers Advanced Developers IT Executives Backstage Pass Sales Service Beginning Developers

Social Innovation in the What’s in Your Tool Belt? Define Your Portal Strategy Boost Your Career and Add Mixing Salesforce to Market Like Salesforce.com: Constructing the Database Building Force.com Apps Security in the Cloud: Behind the Scenes: Hands-On: Automate Hands-On: Building Hands-On: Introduction to
Cloud Value to Your Company with Salesforce and Partner Portal Best Practices and Tools for for Your Applications with Adobe Flex/AIR Protecting Your Business Salesforce.com Chief Business Processes with Dashboards to Drive Force.com Sites
Custom Apps Technologies for Success Partners with the Cloud Technology Officer on Cloud Approval Workflow Agent Productivity
Architecture

Large Enterprises Administrators Administrators Partner Success Channels Backstage Pass Beginning Developers Advanced Developers IT Executives Beginning Developers Sales Service Beginning Developers
1:30–2:30 p.m.

Best Practices and Free and Cheap: Finding Formula Magic Sell Like Salesforce.com: Road Map: What’s Next for Behind the Scenes: Lessons Getting Started with Best Practices for Force.com Bring Your Application Securing Your Data and Hands-On: Mobilize Your Hands-On: Knockin’ Hands-On: Introduction
Approaches for Handling Value in a Down Economy Tools and Best Practices for Salesforce CRM for Partners Learned Building Our Own Workflows and Approvals (Apex) Code: Lessons from Projects to Life: Release Applications Field Sales Organization Knowledge out of the Park to Programmable User
Large Data Volumes Partners Force.com Sites the Trenches Management with Interfaces
Force.com

Small Business Sales Administrators Administrators Sales Admin to App Builder Advanced Developers Advanced Developers IT Executives Beginning Developers Marketing Administrators Channels
2:45–3:45 p.m.

Developing Enterprise Make Every Rep Sell Like Engaging Effectively with Tips and Tricks for Release The Behavioral Power Admin Custom App Ready to Ride the Designing Your Apps for CIO Roundtable Basic Integration on Hands-On: Building an Hands-On: Preserving Data Hands-On: Enabling
Solutions in the Cloud Your Best Rep Social Networks Using Management of Incentives Showcase Google Wave? Commercial Success Force.com: Web Services Automated Drip Campaign Quality with Data Validation Your Sales Channel with
Salesforce.com and More and Formulas Salesforce CRM for Partners

North 120 North 121/122 North 123 North 124 North 125 North 130 North 131 North 132 North 133 North 134 West Mezzanine 250 West Mezzanine 254 West Mezzanine 270

Small Business Service Financial Services Media & Communications High Tech Service Marketing Sales Sales Marketing Healthcare & Life Sciences Professional Services Manufacturing & Retail
7:30–8:30 a.m.

Connecting QuickBooks to The Service Cloud Road Map: Unleash The Power Taking Your Cloud- Achieving a Global Self-Service: Build Capture Customer Insights Salesforce CRM Admin Product Road Map: Sneak How Salesforce.com No More Paper: Increase Run Your Professional Manufacturing Custom
Salesforce CRM What’s Next? of Integration: Data Computing Implementation Transformation: Yes, It’s a Community, Thrill Through Community Excellence: Setting Up Peek into the Future Uses Salesforce CRM for Profit and Innovation by Services Business in the Clouds: Innovative
Aggregation Drives Value to Phase 2 and Beyond Possible! Customers, and Drive Down Discussions Salesforce CRM for Sales Marketing Excellence Moving Processes to Cloud, Part I Force.com Applications
Service Costs Success the Cloud for Manufacturing
11:30 a.m. - 12:30 p.m.

Financial Services Service Executive Insight Professional Services IT Executives Service Marketing Sales Sales Marketing Marketing Large Enterprises Executive Insight

How the SaaS Revolution Insight into Action: Optimize Finding Your Way to Full Run Your Professional Using the Cloud Delivery Show Me the Money! The Secrets to Email Your Enterprise Data Strategy Secrets of the Big Guns: Sales Setting Your Social Strategic Marketing Single Org or Multi: What's Building and Managing a
Is Improving Insurance Service in Real Time for Compliance - Automating Services Business in the Factory to Improve Business Driving Revenue from Marketing Success: Leadership Panel Media Strategy Automation: Understanding Right for My Deployment? Sustainable Cloud Service
Distribution Winning Results Channel Compliance Cloud, Part II Performance Your Contact Center Marketing Panel and Managing B2B
Buyer Dialogues

IT Executives Service Service Sales IT Executives Executive Insight Marketing IT Executives Sales Marketing IT Executives Nonprofits & Public Sector Service
1:30–2:30 p.m.

The Integration Cloud: The Running A World-Class B2C Run Your Entire Contact Manage Commissions IT Management from the The Next Step in Customer Getting Started with Reports Cloud-Based E-commerce Introducing Real-Time Keeping Sales on Message Building Your Global Cloud Native Functionality: If You’re Develop in the Cloud for
Foundation for SaaS Success Call Center Center in the Cloud and Claims with Callidus Cloud Care – Customer and Dashboards Quotes to Salesforce CRM with an Integrated Strategy for Competitive Not Using It, You’re Losing It Mobile Field Teams
Commissions Manager on Collaboration Content Library Breakthroughs
Force.com

Service Service Large Enterprise Large Enterprise IT Executives Sales Marketing Sales Service Marketing Financial Services Nonprofits & Public Sector Media & Communications
2:45–3:45 p.m.

Combining Salesforce with Roundtable with the Service Learn from a Proven Model: Salesforce Integration: Mobile Round Table: Success Close It In The Cloud!™ Online Community Powered Increase Your User Adoption: Why Collaboration Between Build Custom Landing Pages Cloud Innovation: Build Donor and Member Rethinking Customer
inContact: the Leading SaaS Cloud Pros 6 Steps to Guarantee Crossing the Business – IT Stories from the Trenches with DocuSign Electronic by Salesforce.com Three Success Stories Sales and Service Is Imperative with Force.com Sites Custom Insurance Management 2.0 Service in the Media &
Contact Center Platform Adoption Divide Signatures in Today’s Economy Applications 5X Faster Communications Industry
at Half the Cost
Thursday, November 19
notes
daily highlights
Thursday, November 19

Breakfast
7:30.–9:00 a.m.

general session
9:00–11:00 a.m.
South Hall C

BIRDS OF A FEATHER ROUNDTABLE LUNCH BY VERTICAL
12:30–1:30 p.m.
North Hall D

SPECIAL general session with colin powell
4:15–5:45 p.m.
South Hall C

cloud club crawl
9:00 p.m.–2:00 a.m.
Temple Nightclub, 540 Howard Street

The Cloud Expo is open from 7:30–9:00 a.m.
and 11:00 a.m.–4:15 p.m.

Find the sessions you want
with these color codes:

10
Breakout Session Schedule
Friday, November 20

Esplanade 300 Esplanade 304 Esplanade 306 Esplanade 308 Esplanade 310 Force.com Theatre Esplanade 303 Esplanade 305 Esplanade 307 Esplanade 309 South 102 South 103 South104

Sales Administrators Administrators Admin to App Builder Channels Backstage Pass Beginning Developers Advanced Developers IT Executives Partner Success Administrators Service Advanced Developers
9:00–10: 00 a.m.

Sales Process Excellence: Certification Station: Free Unlock Your Data with Spice Up Your Apps with Transforming Vision into Behind the Scenes at Force.com Code for Building Facebook Apps on 7 Steps to a Successful Salesforce.com’s Product Hands-On: Advanced Hands-On: Get Your Service Hands-On: Combining
New Levels of Productivity Certification Prep Advanced Analytics Logic and Custom User Reality: Make the Most of Salesforce.com: Delivering Business Logic, Triggers, and the Force.com Platform Enterprise Architecture with Vision: A Sneak Peek for Reports You Can Count On Cloud Ideas Up and Running Force.com with the Adobe
and Effectiveness Interfaces Your Partner Deployment 3 Major Releases a Year Controllers the Cloud Commercial Partners in 60 Minutes Flash Platform

Sales Administrators Administrators Administrators Administrators Admin to App Builder Beginning Developers Advanced Developers IT Executives Partner Success Administrators Service Beginning Developers
10:15–11:15 a.m.

Sales 2.0: Boosting Rep How Salesforce.com Optimizing Salesforce CRM: Evolution of an Admin Platform Road Map: Turn Spreadsheets into Creating Rich User Mobile CRM and Beyond: IT Success with Agile From the Front Line: Hands-On: What's New in Hands-On: Launch Your Hands-On: Creating Wizards
Productivity with the Best Manages CRM and Consultant for a Day Administrator Tools of Custom Apps Experiences Using Building Mobile Apps on Development Processes Secrets to Success from Top Winter '10? Customer Portal in 60 Minutes with Programmable User
New Web Technologies Platform Change the Future Google Visualizations Force.com Consulting Partners Interfaces
and Adobe Flex
11:30 a.m.–12:30 p.m.

Marketing Administrators Administrators Channels Beginning Developers Advanced Developers IT Executives Backstage Pass Administrators Channels Beginning Developers

Using Twitter Effectively for Ready, Set, Go: Analytics Road Map How Salesforce.com Uses How to Write Good Unit Architecting in the Cloud: Integrate Force.com with the Meet the Force.com Platform Hands-On: Have It Your Hands-On: Connect with Hands-On: Introduction to
Marketing and Sales Implementation Best Practices Salesforce CRM for Partners Tests in Force.com Code Choosing the Right Rest of Your Environment: Development Team Way—Customize Your Org Your Partners Using Programmable User Interfaces
Technologies for Integration Best Practices to Fit Your Business Salesforce to Salesforce
Your Solution

North 120 North 121/122 North 123 North 124 North 125 North 130 North 131 North 132 North 133 North 134 West Mezzanine 250 West Mezzanine 254 West Mezzanine v270

Large Enterprises Service Service Manufacturing & Retail Financial Service Service Marketing Sales Sales Sales Financial Service Nonprofits & Public Sector High Tech
9:00–10: 00 a.m.

Electronic Contract One Year Later: The Benefits The Service Cloud for a The World Is Flat: Managing Best Practices from the What’s Cooking in the Moving Beyond Standard Delivering Business There’s an App for That! How Bridging the Gap: VP Sales Quickly Deploy Web 2.0 Sites Providing Transparency and Salesforce for Semiconductors:
Execution with Apttus & of Go-Live—What I Only Smaller Company: Where Your Manufacturing Business Buy Side Service Desk Reports and Dashboards Insight with Reports and Sales Execs Boost Sales with and VP Marketing and Portals for Customers Measuring Your Impact Optimizing Design Wins and
DocuSign for Salesforce Wish I Knew Do I Start? Across Multiple Sites Dashboards (REPEAT) the AppExchange and Partners Maximizing Throughput
!

Media & Communications Service Small Business Financial Service Professional Services Service Marketing Sales Sales Sales High Tech Nonprofits & Public Sector Healthcare & Life Sciences
10:15–11:15 a.m.

Energizing Your Deployment Tips and Tricks: Thinking Big: How Smart The Producer Revolution: Beyond Sales: The Custom The Top 10 Critical Service Cleaner Data, Higher Sales Reporting Excellence: Sales Management Managing Direct and Got KCS? Delivering a So Many Apps, So Little Time Managing by the Metrics:
with Integration Getting Started with SMBs are Beating Enterprises How Insurance Cloud for Professional Metrics You Need to Know Adoption, Better Leads How Salesforce.com Uses Excellence: Being More Than Indirect Sales Seamlessly Knowledge-Centered Moving Your Organization
the Service Cloud Intermediaries Leverage Services Analytics to Increase Sales a Control Freak Support Model for High-Tech from Art to Science
the Cloud Customers
11:30 a.m.–12:30 p.m.

Media & Communications Service Healthcare & Life Sciences Manufacturing & Retail Professional Services Service Marketing Sales Sales Marketing Nonprofits & Public Sector

Custom Cloud Apps for the The Service Cloud Road Map: The Doctor Will See You Secrets for Building Small Firms, Big Clients: How Salesforce.com Uses the Your Web Site: Mastering Listen & Steal: Successful Product Road Map: Sneak How Salesforce.com Uses Taking Education to a
Media & Communications What’s Next? (Session 2) Now: Maximizing Influence Brand Loyalty with Cloud Salesforce CRM As Your Service Cloud: Reinventing Your Domain Mobile Customers from a Peek into the Future Salesforce CRM for Marketing Higher Level
Industry with Physicians Computing Competitive Advantage Self-Service Range of Industries Share Tips (REPEAT) Excellence (REPEAT)
Friday, November 20
notes
daily highlights
Friday, November 20

Breakfast
7:30–9:00 a.m.

The Cloud Expo is open from 7:30–11:30 a.m.

Find THe sessions you want
with these color codes:

See you next year!
Save the date for Dreamforce 2010
December 6–9, 2010

12
learn Keynotes and breakout sessions

Brace yourself: Only Dreamforce packs so much inspiration and education
into a single conference. From expert-led sessions to visionary keynotes,
the learning experiences at Dreamforce spark new ideas and solutions—
and fire you up to tackle them all.

You’ll walk away with the motivation and knowledge you need to achieve
new levels of innovation—for you and your business.

The interactive learning
opportunities at Dreamforce
are unbeatable.
—Steve Maloney
Director of Sales, Commercial Channel
Belkin Corporation
learn:
keynotes
Real-Time Cloud: Join the Conversation
Wednesday, November 18
9:00–11:00 a.m.
South Hall C

Business moves at the speed of the Web. But traditional business software can’t keep pace in a world when you’re only one missed message
away from being out of the loop. Everyone in your business network is communicating in real time. Isn’t it time you joined the conversation?
And how do you manage that conversation and put it to work for your business? Join Chairman and CEO Marc Benioff for salesforce.com’s
vision of a whole new way to work, connect, and collaborate in real time.

The Force.com Cloud Platform: Your Business at Cloud Scale
Thursday, November 19
9:00–11:00 a.m.
South Hall C

The Force.com cloud platform is the fastest way to build apps in the cloud. In fact, it’s five times faster and half the cost of traditional
platforms. But what about scale? How far can you go when you build apps in the cloud? Join Chairman and CEO Marc Benioff for new
platform and infrastructure innovations that will change the way you think about the possibilities of platforms as a service.

Leadership in the New Era of Collaboration
Thursday, November 19
4:15–5:45 p.m.
South Hall C

General Colin L. Powell, USA (Ret.) takes the stage for an encore appearance at Dreamforce. Join him as he discusses the challenges to
leadership we all face in the new era of real-time collaboration. Discover how to apply his principles of leadership to make a difference
in your world.

14 The Cloud-Computing Event of the Year
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Today, it’s more important than ever to The Service Cloud is the next generation Ever wish all business apps could be as easy
win every deal and keep every customer. of customer service applications from to use as the Sales Cloud and the Service
Whenever you see the Sales Cloud image, salesforce.com. These sessions will teach you Cloud? In Custom Cloud sessions, you’ll
you’ll know this session will help you boost how to drive up customer satisfaction, keep learn how to use the Force.com platform to
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18 The Cloud-Computing Event of the Year
Learn
Tracks & Sessions | Sales

Sales 11:45 a.m. – 12:45 p.m. North 132
Arming Reps to Win: Introduction to the Integrated
Track Description: Want to ensure you’re getting the most from Content Library
salesforce.com, boosting productivity, and achieving true sales Level: Beginner
excellence? Whether you’re a sales executive or in sales operations, Are you overwhelmed with all the sales and product
this track features mind-blowing ideas that deliver real results. documentation thrown at you? Do you feel as though you can’t
See demonstrations of what other customers are doing, hear keep up with what info is most relevant and current? Then join
from top-level executives, and pick up the latest news about this session to learn how to bring the right information directly
product direction. Plus, we have experts from both the business to your sales reps and partners. You’ll take home applicable tips
and product perspectives who can give you the information and for pushing the right up-to-date content to the right folks—right
inspiration you need to succeed with the Sales Cloud. when they need it.
Speakers: Jeff Davidson, GTSI Corp.; Grace Lawrence, Idearc
Media LLC; Michael Chyzowych, Mars Chocolate
Key Take-aways: Interact with salesforce.com product experts,
business executives, and customers to hear best practices for
11:45 a.m. – 12:45 p.m. South 104
achieving sales success. Learn how they use the Sales Cloud
Hands-On: Managing Opportunities with Workflow
for better pipeline management, process management, and Level: Intermediate
team collaboration. Looking for operational help? We also Automate the business processes that are common for your
have unique tips and tricks for dashboards, analytics, workflow, organization with workflow. Join us and learn how to configure
and forecasting. Expand your contact list as you network with workflow rules, and then set up the actions associated with those
customers and colleagues to share ideas, answer questions, and rules, including automated tasks, field updates, and email alerts.
talk business.

11:45 a.m. – 12:45 p.m. North 133
Wednesday, November 18 Hear Gartner’s Seven Secrets of Sales Success
Level: All
11:45 a.m. – 12:45 p.m. North 124 Do you want to get even more out of your sales force automation
Accelerate and Streamline Sales Incentive Rollout and system? Learn about a framework for creating a highly
Management on Force.com effective SFA system from Robert Desisto, vice president and
Level: All distinguished analyst with Gartner and author of “The Top Seven
Learn how you can integrate CRM, incentive compensation Features Salespeople Want in Their SFA Systems.” You’ll gain
management, and sales operations by using Force.com and valuable insight on how and where your peers are focusing their
the AppExchange. In this session, you’ll hear how Brocade, an efforts to maximize their sales success.
industry leader in data center networking solutions and services, Speaker: Robert DeSisto, Gartner, Inc.
has done just that using solutions from Callidus. Plus, the
company has better aligned its incentive programs to corporate
objectives—resulting in increased business agility.
Speakers: Laura Provenza, Brocade Communications Systems Inc.;
Leslie Stretch, Callidus Software Inc.

19
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Tracks & Sessions | Sales

Wednesday, November 18 (continued) 2:15 p.m. – 3:15 p.m. North 132
How Salesforce.com Manages and Measures Sales
11:45 a.m. – 12:45 p.m. North 121/122 Productivity Programs
Inside Sales Call Scripting Using Adobe Flex Level: Intermediate
Level: Intermediate Join this session to learn how salesforce.com defines, executes,
Aetna Medicare uses Salesforce CRM for lead management and measures its sales productivity programs around the world.
and Medicare enrollment. Inside sales reps use a script to guide Listen to salesforce.com executives explain how we run our sales
prospect enrollments over the phone. After researching options, organization. We’ll show you how we measure productivity, and
Aetna chose Adobe Flex to build the call guides. Flex enables we’ll demo the tools our sales teams use on a daily basis.
rapid development of a custom UI and seamless integration with Speakers: Elay Cohen, salesforce.com; Stephanie Gilmour,
Salesforce CRM using the available toolkit. salesforce.com; Deborah Scherba, salesforce.com
Speakers: Michael Cohen, Aetna; Doug Hoover, Deloitte
2:15 p.m. – 3:15 p.m. North 120
11:45 a.m. – 12:45 p.m. North 125 Measuring Your Organization’s Sales Intelligence: Getting
Sales Forecasting: New Ways to Forecast Your Existing and More with Less
New Business Level: All
Level: All Understanding what’s working and what isn’t is an important
Would you like to improve your sales forecast to include your step to avoid wasting resources and time on sales intelligence
run-rate and existing business? Do you need to forecast units? endeavors that yield negligible returns. “Sales intelligence” refers
Price or revenue over time? Multiple plans? Account-based to the sources of information a company can collect and use to
forecasting? You need more than opportunity management. In improve the performance of a sales organization and enrich leads
this session, you will learn how salesforce.com customers are in the sales pipeline. Join us to hear infoUsa’s best practices for
using Right90 to obtain a sales forecast that helps close more capturing popular integrated sales solutions.
business, reduce delivery times and inventories, drive profitability Speakers: Brook Hoy, infoUSA; Bridget Kelly, infoUSA;
and get promoted from VP of sales to president! Tom McSweeney, infoUSA
Speakers: Brian Fitzgerald, QuickLogic Corporation; Southard
Jones, Right90; Brian Hartman, Trimble Mobile Resource 2:15 p.m. – 3:15 p.m. North 123
Management Sell More, Sell Faster with Integrated On-Demand Sales
Quoting Tools
2:15 p.m. – 3:15 p.m. North 133 Level: All
Delivering Business Insight with Reports and Dashboards Sales reps and channel partners should spend their time
Note: This session is also offered on Friday at 9:00 a.m. engaging customers and capturing revenue opportunities.
Level: Intermediate Instead, they typically spend too much time manually creating
Dashboards can be the most powerful tool to help you run quotes, proposals, and orders, feeding incomplete and inaccurate
your sales organization. Join this session to find out how information into company systems. The answer is to deploy
sales executives use dashboards to drive excellence in their on-demand quoting solutions that streamline the sales process
organizations. We’ll walk through the finer points of dashboard and fully integrate with CRM. Hear from companies that have
creation and share firsthand insights on how to create and deploy created powerful, Web-based selling engines, enabling their
dashboards for use in your organization. sales teams to sell more and sell faster—all using tools from
Speakers: Rick Gary, Carestream Health, Inc.; Kevin Sciolino, BigMachines.
salesforce.com
Speaker: Godard Abel, BigMachines Inc.; Hendrick Fischer, Bowe
Bell & Howell Company

20 The Cloud-Computing Event of the Year
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Tracks & Sessions | Sales

3:30 p.m. – 4:30 p.m. West Mezzanine 270 3:30 p.m. – 4:30 p.m. North 134
Automatic Harmony: Empower Sales & Marketing with How Salesforce.com Uses Salesforce CRM for
Webinar Data Pipeline Management
Level: All Level: All
What good are marketing campaigns, Webinars, and online sales Want to get some new ideas for running your sales organization
demos if registration and attendance data don’t help sales increase in the current economic climate? Join us to learn how
pipeline and decrease the sales cycle? Learn how to automate salesforce.com’s sales and operations executives forecast and
data capture from your Web conferencing system. Then join iLinc manage our pipeline using Salesforce CRM. Take home some
to learn how to automate lead warming and better qualify leads new approaches you can implement for immediate impact.
from virtual events. Speakers: Dan Dal Degan, salesforce.com; Robert Zimmermann,
Speakers: Frank Gartland, iLinc Communications, Inc.; Jason salesforce.com
Walker, iLinc Communications, Inc.; Mark Silber, Qualcomm, Inc.
3:30 p.m. – 4:30 p.m. West Mezzanine 254
3:30 p.m. – 4:30 p.m. North 125 How to Tap into Social Media to Drive Sales Results
Configuration & Pricing: A Quoting App and a Critical Part Level: All
of Business Process You can harness social intelligence natively within Salesforce
Level: Intermediate CRM to increase your sales productivity and accelerate sales
Find out why Gartner says configuration is one of six critical cycles. Learn how successful sales leaders from innovative cloud-
areas of a successful CRM process. Steve Paszkiewicz of Risk computing companies such as IntraLinks and SuccessFactors are
Management Solutions will address how the implementation of bringing social selling into their sales organizations to improve
a quoting/configuration application has contributed to dramatic prospecting effectiveness and close rates—all with solutions from
improvements in a variety of areas such as contract management InsideView.
and order fulfillment. Then interact with a panel from three Speakers: Umberto Milletti, InsideView; Phil Rowlinson,
companies that have successfully implemented configuration IntraLinks, Inc.; Alex Saleh, SuccessFactors, Inc.
applications. You’ll leave this session with detailed information
on project requirements, vendor evaluation, gaining executive 3:30 p.m. – 4:30 p.m. North 133
support, business case and ROI summaries, implementation Ready to Rock Your Productivity? Meet the New
plans, and maintaining/growing the application after the Salesforce CRM for Outlook
initial release. Level: All
Speakers: James Wilhoit, Bell Helicopter; Vinaya Nooguru, Join us to learn about the seamless integration of Salesforce
Commvault Systems; Steve Paszkiewicz, Risk Management CRM and Microsoft Outlook—a powerful new productivity
Solutions Inc. tool—and hear from a customer that’s including Outlook
integration as a cornerstone of its strategy for success. This
3:30 p.m. – 4:30 p.m. South 102 solution replaces our existing Force.com connect for Outlook
Hands-On: Building Reports to Analyze Revenue solution.
Level: Beginner Speakers: Sean Wedige, Rackspace.;
In the fast-paced world of sales, it’s often hard to stop and analyze Blake Markham, salesforce.com
results. Learn how to use the real-time reporting capabilities in
Salesforce CRM to analyze your sales organization’s results. This
hands-on training focuses on valuable best practices for creating
high-impact reports for your sales team and organization.

21
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Tracks & Sessions | Sales

4:45 p.m. – 5:45 p.m. South 102 Thursday, November 19
Hands-On: Building Dashboards to Drive Revenue
Level: Beginner 7:30 a.m. – 8:30 a.m. North 133
Ready to boost the effectiveness and impact of your business Product Road Map: Sneak Peek into the Future
metrics? Dashboards are an easy way to increase team and Note: This session is also offered on Friday at 11:30 a.m.
organizational visibility in critical target areas. This session Level: All
includes hands-on training and proven best practices for creating What’s in store for salesforce.com? Here’s your chance to find
dashboards your sales team and organization will love. out! This session features insight into salesforce.com’s future Sales
Cloud product plans—directly from salesforce.com’s product
managers. Join us to learn exactly what’s on the product road map
4:45 p.m. – 5:45 p.m. North 132 for the next few releases during a session that will focus on the
Mobile Sales Excellence: Success for the Road Warrior application and platform features relevant to a sales audience.
Level: All Speaker: Mark Abramowitz, salesforce.com
Do you have everything in place to equip your field sales force
for success? This session will show how to make your reps as 7:30 a.m. – 8:30 a.m. North 132
successful from the field as they are in the office. Hear about the Salesforce CRM Admin Excellence: Setting Up Salesforce
latest-and-greatest mobile devices, deployment strategies, and CRM for Sales Success
setup. You’ll walk away knowing how to maximize your use of Level: Intermediate
Salesforce CRM from anywhere. Get ready—we’ve got admin best practices galore! Hear
Speakers: Alysia Smith, Cars.com; Herman Boyd, DuPont; Steve from a panel of experts, including our own Salesforce CRM
Mathews, R R Street & Co; Peter van Stralen, Sunshine Grounds administrators and customer success managers. We’ll show
Care; Ethan Alexander, salesforce.com you how we use Salesforce CRM internally to manage our
business, and we’ll pass along the best ideas we’ve seen from other
4:45 p.m. – 5:45 p.m. North 134
companies. Get answers to your questions and take home tips
The 7 Deadly Sins of Sales Force Automation
and tricks to improve your deployment.
Level: Intermediate
Speakers: Randy Edgar, salesforce.com; Michael Fullmore,
Are you a sinner? We can help you recover. Learn the common salesforce.com; Sriram Iyer, salesforce.com; Heather Ramsdell,
mistakes sales organizations make with salesforce.com—often salesforce.com; Jenny Truong, salesforce.com
without even knowing. Several customers will present real-world
solutions to help you avoid these transgressions and make your 11:30 a.m. – 12:30 p.m. South 102
sales organization even more successful. This session can save you Hands-On: Automate Business Processes with
time and money—and it might just save your sanity as well. Approval Workflow
Speakers: Heather Logan, Saba Software Inc.; David Gaines, The Level: Intermediate
Toro Company; Marla Landa, Yelp, Inc.; Micah Joel, salesforce.com Welcome to automation central! Learn how to build approval
workflows to automate virtually any business process, from
sales discount requests to opportunity close approvals. See how
workflow actions such as email alerts, field updates, and outbound
messages can combine with workflow rules and approval
processes to save your company time and money.

22 The Cloud-Computing Event of the Year
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Tracks & Sessions | Sales

11:30 a.m. – 12:30 p.m. North 133 technology with smart eSignatures™ from DocuSign®, and
Secrets of the Big Guns: Sales Leadership Panel Quote with product bundles using the combined power of
Level: All Force.com and BigMachines.
Join successful sales leaders for an open discussion on how to Speakers: Tim Handorf, BigMachines Inc.; Ken Cavallon,
drive top-line growth with Salesforce CRM. You’ll hear from key DocuSign; Tyler Ziemann, salesforce.com
executives and thought leaders in the industry, which makes this
session the perfect chance to get answers to any questions you 1:30 p.m. – 2:30 p.m. North 124
may have. Manage Commissions and Claims with Callidus Commissions
Speaker: Robert O’Byrne, CBIZ, Inc.; Dan Conway, SunGard Manager on Force.com
Public Sector Level: All
Learn how Callidus Commissions Manager—a salesforce.com
11:30 a.m. – 12:30 p.m. North 132 Force.com solution—and Plan Communicator help companies
Your Enterprise Data Strategy communicate with and motivate sales professionals to deliver on
Level: All their targets quarter after quarter. Sales professionals can review
Is the quality of your data affecting your organization’s ability to opportunity target earnings and identify accelerators on earnings,
execute? Are you hampered by duplicate accounts or incomplete initiate claims for credit and payment on their opportunities, file
and inconsistent data? Learn how salesforce.com and others use disputes, and track the status and amounts of paid and pending
simple permission controls, native Salesforce CRM features and commissions—all as part of their daily opportunity management.
partner applications to manage the complex enterprise Speakers: Lorna Bennie Heynike, Callidus Software Inc.; Leslie
data dilemma. Stretch, Callidus Software Inc.
Speakers: Tacy Parker, Symantec Corporation; William Schwidder,
salesforce.com 2:45 p.m. – 3:45 p.m. North 130
Close It In The Cloud!SM with DocuSign Electronic Signatures
1:30 p.m. – 2:30 p.m. South 102 Level: All
Hands-On: Mobilize Your Field Sales Organization Learn how Expedia, LinkedIn, and Yahama have transformed
Level: Intermediate their businesses by using DocuSign for Salesforce CRM.
Learn to deploy Salesforce CRM to wireless handheld Companies have eliminated paper and are sending contracts
devices using its mobile capabilities. This session covers setup, for electronic signatures, transforming slow, manual, expensive,
deployment, and customization and provides tips to help you paper-based contract processes into efficient 100% cloud-based
get the most from Salesforce CRM on your handheld. Some processes. With integrated data management, your people will
familiarity with Salesforce CRM functionality and administration never need to rekey data again! Close more deals faster, eliminate
is recommended. errors, and increase efficiency by closing it in the cloud with
DocuSign for Salesforce CRM.
Speakers: Tom Gonser, DocuSign; Gene Harden, Expedia, Inc.;
1:30 p.m. – 2:30 p.m. North 133
Brian Frank, LinkedIn; Mike Machado, Yamaha Corporation of
Introducing Real-Time Quotes to Salesforce CRM
America
Level: Intermediate
Beginning in the Winter ’10 release, Real-Time Quotes will
2:45 p.m. – 3:45 p.m. North 132
be available as a new standard object in Salesforce CRM. This
Increase Your User Adoption: Three Success Stories
session provides an overview of Quotes and offers tips for Level: Intermediate
getting the most out of the application. You’ll learn how to
The success of your Salesforce CRM initiative depends on people
manage Quotes with workflow, use a custom Force.com page to
using and receiving value from the tool you’ve given them. In
create your Quote PDF, leverage integrated electronic signature
addition, the type and size of your organization will significantly
impact your adoption strategy. This customer panel will feature

23
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Tracks & Sessions | Sales

user perceptions, executive sponsorship, incentives, and effective Friday, November 20
training from the perspectives of three different customers. So
whether you’re planning an initial deployment or looking for 9:00 a.m. – 10:00 a.m. North 134
ideas to increase adoption, you’ll walk away with best practices Bridging the Gap: VP Sales and VP Marketing
you can apply to your own organization. Level: Beginner
Speakers: Matt Williamson, Bronto Software Inc; Daria In many organizations, it’s the classic divide: sales in one corner
Frankiewicz, Dell, Inc.; Dale Gordon, Millipore Corporation and marketing in another. Join us to hear how companies have
BioScience; Troy Lauer, salesforce.com successfully bridged that gap and now benefit from greater
alignment between these two departments. Leave with actionable
2:45 p.m. – 3:45 p.m. Esplanade 304 ideas on how sales and marketing can better collaborate and
Make Every Rep Sell Like Your Best Rep establish mutual transparency for lead generation, campaign
Level: All priorities, and success.
Getting into a deal is one thing, but effectively closing it is Speakers: Matt Stodolnic, SpringSource; Tricia Reilly, Zuora, Inc.;
something different. How can you make each rep as effective as Gabe Eisner, salesforce.com; Nancy Kamerer, salesforce.com
your top performers? Hear how companies successfully guide
and control individual sales behavior for maximum success. Take 9:00 a.m. – 10:00 a.m. North 132
home tips you can apply to embed sales methodologies and Delivering Business Insight with Reports and Dashboards
replicate sales success in your organization. (REPEAT)
Speakers: Burke Butler, BMC Software, Inc.; Steve Nugent, Tyco Note: This session is also offered on Wednesday at 2:15 p.m.
Fire & Security Plc; John Flanderhijn, TYCO Fire Europe; Brian Level: Intermediate
Reynolds, salesforce.com Dashboards can be the most powerful tool to help you run
your sales organization. Join this session to find out how
2:45 p.m. – 3:45 p.m. Esplanade 310 sales executives use dashboards to drive excellence in their
The Behavioral Power of Incentives organizations. We’ll walk through the finer points of dashboard
Level: All creation and share firsthand insights on how to create and deploy
There is an important relationship between behaviors and dashboards for use in your organization.
incentives. Whatever your strategy to improve your sales Speakers: Rick Gary, Carestream Health, Inc.; John Ball,
objectives—increased profits, reduced discounts, higher top salesforce.com; Kevin Sciolino, salesforce.com
line—motivating your people to work in alignment makes
a tremendous difference in how successfully your strategy 9:00 a.m. – 10: 00 a.m. Esplanade 300
plays out. Christopher Cabrera, CEO of Xactly, will highlight Sales Process Excellence: New Levels of Productivity
how breaking away from spreadsheets to manage incentive and Effectiveness
compensation can help you change the behavior of your sales Level: Advanced
teams. Salesforce.com will discuss how using Xactly for incentive Want to make your sales processes even better? Join this
compensation management has changed the behaviors of its sales session to see and hear real-life examples of how salesforce.com
teams, resulting in improved business performance. customers drive excellence in pipeline management, sales team
Speakers: Christopher Cabrera, Xactly Corporation; Marisa management, performance measurement, and dashboards. You’ll
Massie, salesforce.com make a big impression at home with all the tips, tricks, and best
practices you bring back to make your deployment even better.
Speakers: Jill Gehrhardt, RWD Technologies, LLC; Chris Banks,
Sterling Commerce, Inc.; Neal Beeler, Sterling Commerce, Inc.; Frank
Loiseaux-Purcell, salesforce.com

24 The Cloud-Computing Event of the Year
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Tracks & Sessions | Sales

9:00 a.m. – 10: 00 a.m. North 133 10:15 a.m. – 11:15 a.m. North 133
There’s an App for That! How Sales Execs Boost Sales Sales Management Excellence: Being More Than a
with the AppExchange Control Freak
Level: Intermediate Level: Intermediate
Get even more value out of Salesforce CRM with hundreds Join this session to hear how successful companies have made
of apps from the AppExchange! Hear how this panel of sales Salesforce CRM part of the everyday life of a sales manager.
executives use solutions from the AppExchange to monitor their You’ll learn that the real benefits go way beyond monitoring
teams’ progress, eliminate manual processes, and close business and controlling sales reps. Take home some applicable tips for
quickly. You’ll walk away with real-world learnings and a list of empowering sales managers to be more effective and more
top sales apps (both free and fee-based) that you can easily deploy successful.
with just a few clicks. Speakers: Jim Rae, Compuware Corporation; Jim Duster, NetQoS
Speakers: Jeff Grosse, Blue Cross and Blue Shield of MN; John Inc.; Scott Sherwood, NetQoS Inc.; Scott Williams, salesforce.com
McGuigan, Fiberlink Communications Corp.; Jim Malloy, Miyachi
Unitek Corporation; Brian Vass, Sant Corporation 10:15 a.m. – 11:15 a.m. North 132
Sales Reporting Excellence: How Salesforce.com Uses
10:15 a.m. – 11:15 a.m. North 134 Analytics to Increase Sales
Managing Direct and Indirect Sales Seamlessly Level: Intermediate
Level: All Ready to boost the effectiveness and impact of your business
Want to make your channel a true part of your sales force? Have metrics? We’ll show you how we use Salesforce CRM analytics
we got some ideas for you! Join us to hear from companies that internally to manage our business and drive sales effectiveness.
have successfully integrated their indirect channels with their Join this session to see how salesforce.com sales executives
direct sales. Take home knowledge you can apply to quickly use dashboards and reports to create excellence in their
ramp-up partners and get complete visibility across all sales organizations. You’re sure to leave with tips and tools to wow
channels. your organization!
Speakers: Jane Goh, Imperva Ltd.; Mike Thomas, Pitney Bowes Speaker: Marko Koosel, salesforce.com, Leo Tenenblat,
Business Insight; Ryan Davis, salesforce.com salesforce.com

10:15 a.m. – 11:15 a.m. Esplanade 300 11:30 a.m. – 12:30 p.m. North 132
Sales 2.0: Boosting Rep Productivity with the Best Listen & Steal: Successful Mobile Customers from a
New Web Technologies Range of Industries Share Tips
Level: All Level: All
Do you wish you had a crystal ball so you could see how Listen to successful customers share stories about how they
companies will sell successfully next year—or in 5 years? Then leveraged Salesforce CRM’s mobile capability to meet field
join us for a peek at the future of corporate sales and learn how sales challenges in industries such as pharmaceuticals, financial
salesforce.com can help you prepare for that brave new world. services, and consumer packaged goods.
This lively session includes demos of Salesforce CRM and Speakers: Mike D’Adamo, HD Supply Facilities Maintenance;
Genius, Jigsaw, Radian6, and Ribbit. Don’t miss it! Richard Purdy, Kaiser Foundation Health Plan Inc.; Dora
Speakers: Scott Mersy, Genius.com, Inc.; Bob Memmer, Jigsaw; Abbatine, Liberty Mutual Insurance Company; Andrea Rissler,
Chris Ramsey, Radian6 Technologies, Inc.; Greg Goldfarb, Ribbit Liberty Mutual Insurance Company; Kevin Buttrey, Shaw
Industries Group, Inc.; Ethan Alexander, salesforce.com

25
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Tracks & Sessions | Sales / Service

TIP: Attend the Wednesday
Birds-of-a-Feather Lunch by Role
North Hall D, 12:45–2:15 p.m.

11:30 a.m. – 12:30 p.m. North 133 Service
Product Road Map: Sneak Peek into the Future (REPEAT)
Note: This session is also offered on Thursday at 7:30 a.m. Track Description: If you’re a service and support executive,
Level: All customer service manager, or a sales professional who wants to
What’s in store for salesforce.com? Here’s your chance to find learn how salesforce.com can help you delight your customers,
out! This session features insight into salesforce.com’s future Sales this is the track for you. Learn how the Service Cloud can
Cloud product plans—directly from salesforce.com’s product help you join customer conversations everywhere—from your
managers. Join us to learn exactly what’s on the product road map contact center, to your self-service Web site, to social networks
for the next few releases during a session that will focus on the like Facebook and Twitter. Hear from Salesforce CRM experts,
application and platform features relevant to a sales audience. industry gurus, and companies of all sizes who are successfully
Speaker: William Moxley, salesforce.com driving up customer satisfaction while reducing costs using the
power of cloud computing.
Related Sessions by Track
This session will help you get everyone on the same page and
Key Take-aways: The Service Cloud track will help you learn
boost your bottom line.
new technology and techniques for driving down customer
Why Collaboration Between Sales and Service Is Imperative in
service costs—and driving up customer satisfaction. Develop best
Today’s Economy
practices for keeping your customer service employees productive
Track: Service Thursday, November 19
and happy, and learn how to connect with your customers in new
and emerging social media channels. You’ll even get hands-on
support and education on the latest and greatest Service Cloud
technology so you can get the most from your investment.

Service track brought to you by

Redefine the Customer Experience with
Cisco and salesforce.com

Wednesday, November 18
11:45 a.m. – 12:45 p.m. Esplanade 307
Extreme Makeover—Customer Care
Level: All
From Twitter to self-service customer portals, transforming the
customer experience is this year’s hot topic. But are organizations
achieving true customer satisfaction? Join Bluewolf and two
enterprise organizations that underwent an extreme makeover of
their customer care processes and technology. Learn innovative
strategies that are transforming call centers and turning

26 The Cloud-Computing Event of the Year
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Tracks & Sessions | Service

customers into evangelists! This don’t-miss session features the 3:30 p.m. – 4:30 p.m. North 130
steps and decision process these organizations used to provide Force.com Sites for the Service Cloud
total customer care. Level: All
Speakers: Joe Harris, Beazer Homes; Niyati Desai, Bluewolf; Find out how you can take advantage of salesforce.com’s hottest
Dave Deasy, MarketTools Inc.; David Post, Sunquest Information new technology, Force.com sites, to expose critical support
Systems Inc. information like cases, solutions, and content—and instantly
let your customers become part of your community. Hear how
11:45 a.m. – 12:45 p.m. North 134 salesforce.com customers are taking advantage of the Service
The Future of the Customer-Centric Web and the Role of the Cloud’s public portal, knowledge base, and Web-to-case features
Service Cloud and see live sites in action.
Level: All Speakers: Chris Ladd, Crocs, Inc.; John McCarvel, Crocs, Inc.;
Join us as we kick off the Service Cloud track with a vision of Douglas Porter, salesforce.com
the future of customer service. In this session, Michael Maoz,
research vice president with analyst firm Gartner, author of the 3:30 p.m. – 4:30 p.m. South 103
Gartner Contact Center Magic Quadrant, and a proven industry Hands-On: An Introduction to Managing Support in
thought leader for customer service and customer-centric web the Cloud
strategies, will discuss the challenges and trends in delivering Level: Beginner
customer service in today’s economy. Attend this quick-start session to get your Service Cloud off
Speakers: Michael Maoz, Gartner, Inc.; Alexandre Dayon, the ground. Learn how to use cases, suggested solutions, email
salesforce.com templates, and the console to help increase agent productivity.
Plus, see how you can use dashboards and reports to track key
2:15 p.m. – 3:15 p.m. North 130 metrics, so your support reports can stay in tune with your
Complex Integrations in Your Contact Center business.
Level: Advanced
Service excellence depends on bringing together your existing
3:30 p.m. – 4:30 p.m. North 121/122
IT investments (things like CTI and mission-critical business
Maximizing Agent Productivity: It’s a Game Changer for
applications) to create one unified agent experience. In this
Today’s Business
session, we’ll walk you through a live demo using Force.com code
Level: Beginner
(Apex) and Force.com pages (Visualforce) to create a unified
In today’s business climate, agent productivity is essential! Join
agent desktop, followed by some real-life customer examples.
this session to hear how other customers are using features like
the agent console, CTI, email templates, and salesforce.com’s
2:15 p.m. – 3:15 p.m. North 121/122 knowledge base to change the game for their agents with the
Join the Social Conversation tools they need to succeed.
Level: All Speakers: Chris Spear, Extra Space Storage Inc.; Kevin Embree,
Tweet, tweet. Who’s making all the noise? Your customers HomeAway.com; Jim Kozej, Ventyx
are, everyday, in social forums like Twitter and Facebook. Join
the conversation and let your agents respond in real time with
customers in the cloud. After all, your brand deserves it. We’ll
show you how with a live demonstration and a presentation from
thought leading companies using social media to connect with
their customers.
Speaker: Mark DiMaurizio, Comcast-Spectacor

27
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Tracks & Sessions | Service

4:45 p.m. – 5:45 p.m. South 103 Thursday, November 19
Hands-On: Automating Your Service Cloud
Level: Intermediate 7:30 a.m. – 8:30 a.m. South 103
Learn advanced techniques for your Service Cloud Hands-On: Building Reports to Analyze Agent Productivity
implementation, so you can achieve the highest levels of customer Level: Beginner
satisfaction. Get hands-on experience with email templates, Looking to make your call center more efficient while also
assignment rules, and escalation rules to process and monitor the achieving the highest levels of customer satisfaction? Reports
lifecycle of cases. are an easy way to gain visibility into critical target areas. In this
session, you’ll get hands-on practice building reports to measure
key metrics for agent productivity.
4:45 p.m. – 5:45 p.m. North 130
How Salesforce.com Uses the Service Cloud: Global 7:30 a.m. – 8:30 a.m. South 102
Customer Service Hands-On: Knockin’ Knowledge out of the Park
Level: All Note: This session is also offered on Thursday at 1:30 p.m.
Get a behind-the-scenes look at salesforce.com’s global customer Level: Intermediate
service organization. In this session, we’ll demonstrate how Knowledge is the foundation of all support channels. In this
salesforce.com has used the Service Cloud to create a virtual hands-on training session, you’ll learn how to take advantage of
contact center with agents across five continents. Join our support all the latest Salesforce CRM knowledge base features to improve
team as they share the Service Cloud best practices they use to your organization from the ground up.
deliver customer success.
Speakers: Krista Anderson, salesforce.com; Laurie Jacobson Jones,
salesforce.com 7:30 a.m. – 8:30 a.m. North 130
Self-Service: Build a Community, Thrill Customers, and Drive
4:45 p.m. – 5:45 p.m. North 121/122 Down Service Costs
Knowledge: It’s the Heart of the Service Cloud Level: Intermediate
Level: All With the right online experience, everyone wins. Customers get
Want to be the smartest person in the room? Now you can, real-time answers to their problems while you reduce your call
with the hottest knowledge base around. Harness knowledge volume. This fascinating session will showcase implementations
across every channel, and deliver the right answers anywhere and of Salesforce CRM’s customer portal, ideas community, and
everywhere your customers want to do business. In this session, knowledge base. Learn how you can make self-service a
you’ll be among the first to see Salesforce CRM’s newly released destination, and watch loyalty go up while your service costs
knowledge base! go down.
Speaker: Leslie Kleitman, BigMachines Inc.; Bob Oelschlager,
Perceptive Software, Inc.

7:30 a.m. – 8:30 a.m. North 121/122
The Service Cloud Road Map: What’s Next?
Note: This session is also offered on Friday at 11:30 a.m.
Level: All
Come hear our product management team outline what’s
planned for upcoming releases of the Service Cloud. Get the
insider’s view on cutting-edge features, so you can plan ways to
make your contact center the hottest game in town.
Speaker: Larry Robinson, salesforce.com, inc.

28 The Cloud-Computing Event of the Year
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Tracks & Sessions | Service

11:30 a.m. – 12:30 p.m. South 103 teams access real-time business intelligence so they can focus
Hands-On: Building Dashboards to Drive Agent Productivity on their customers, not their CRM app or connectivity. Learn
Level: Beginner about advances in mobile technology plus the best apps from the
Boost the effectiveness and impact of your critical business Motorola Cloud that increase mobile productivity.
metrics. Learn to accurately measure and communicate how your Speakers: John Eberly, IBM; John Pomerleau, Motorola Inc.;
agents are doing by creating dashboards. This hands-on training Shaun McInerney, Precisio Business Solutions; Dean Sanders,
session offers practice in building dashboards to gain visibility Zebra Technologies Corp.
into critical target areas and communicate key metrics for agent
productivity. 1:30 p.m. – 2:30 p.m. South 103
Hands-On: Knockin’ Knowledge out of the Park (REPEAT)
Note: This session is also offered on Thursday at 7:30 a.m.
11:30 a.m. – 12:30 p.m. North 121/122 Level: Intermediate
Insight into Action: Optimize Service in Real Time for Knowledge is the foundation of all support channels. In this
Winning Results hands-on training session, you’ll learn how to take advantage of
Level: Intermediate all the latest Salesforce CRM knowledge base features to improve
How important is customer service to brand impression and your organization from the ground up.
loyalty for your business? The answer is absolutely critical, with
85% of all customers basing customer loyalty on their agent
interactions and 63% considering taking their business elsewhere 1:30 p.m. – 2:30 p.m. North 123
after a single bad customer service experience. Come learn how Run Your Entire Contact Center in the Cloud
companies are leveraging real-time analytics in the Service Cloud Level: All
to understand their customers and take actionable insight that Cloud computing is dramatically changing the contact center
impacts their entire business. industry while providing great agility and flexibility to business
Speakers: David Corken, Cars.com; Vala Afshar, Enterasys operations. Come find out how salesforce.com, AAA Ohio,
Networks Inc. and Expert Planet are running highly efficient contact centers
with Contact Center in the Cloud platform from LiveOps and
11:30 a.m. – 12:30 p.m. North 130 the Service Cloud from salesforce.com. And hear from leading
Show Me the Money! Driving Revenue from Your analyst Sheila McGee-Smith about whether cloud computing is
Contact Center ready for the contact center.
Level: All Speakers: Steven Sibulkin, Expert Planet; Sheila McGee-Smith,
Is your telesales organization leaving money on the table? Are McGee-Smith Analytics, LLC; Jack Sands, Vforce
your frontline support agents missing golden opportunities to
cross-sell and up-sell your customers? In this session, your peers 1:30 p.m. – 2:30 p.m. North 121/122
will discuss the best practices they’re using in their contact centers Running A World-Class B2C Call Center
to make dollars seemingly drop from the clouds. Level: Intermediate
Speakers: Steve Smith, Saveology.com; Matt Hagey, For B2C companies, delivering world-class customer service
TransUnion LLC to thousands of customers is as important as ever in today’s
economy. Salesforce.com customers will share hard-hitting
1:30 p.m. – 2:30 p.m. West Mezzanine 270 metrics on agent productivity and customer satisfaction—and
Develop in the Cloud for Mobile Field Teams give you the full scoop on how they differentiate their brands
Level: All through the ultimate customer experience.
Develop, deliver, and deploy mobile applications for sales, service, Speakers: Jane Hawn, Procter & Gamble; Roseamary Veazie,
and maintenance staff to rapidly improve productivity and take Procter & Gamble
advantage of every revenue-generating opportunity. Help mobile

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2:45 p.m. – 3:45 p.m. North 120 Friday, November 20
Combining Salesforce.com with inContact: the Leading SaaS
Contact Center Platform 9:00 a.m. – 10: 00 a.m. South 103
Level: All Hands-On: Get Your Service Cloud Ideas Up and
The inContact solution is changing the way companies achieve Running in 60 Minutes
contact center excellence by removing the barriers to let them Level: Intermediate
measure, control, and improve each step of the customer Change the game and make community a part of your name!
experience. Join us to learn the benefits organizations are reaping Join this electrifying session to learn how to set up your own
by integrating salesforce.com’s Sales and Service Clouds with the public ideas communities so that your customers feel they have a
inContact call center platform. voice in the way you do business—all in 60 minutes or less!
Speakers: Matt Evans, Extra Space Storage Inc.; Chris Spear,
Extra Space Storage Inc.; Paul Jarmin, inContact Inc 9:00 a.m. – 10:00 a.m. North 121/122
One Year Later: The Benefits of Go-Live—What I Only
2:45 p.m. – 3:45 p.m. North 121/122 Wish I Knew!
Roundtable with the Service Cloud Pros Level: Beginner
Level: All There’s no more exciting time for a company than finally going
Come armed with your toughest questions for salesforce.com’s live with a new customer service solution. Listen to your peers
in-house service and support experts. Learn best practices from define their experiences of go-live and share with you their
salesforce.com employees who know the application inside and lessons learned over the last year.
out, and discuss solutions to the most frequently asked questions Speakers: Karen Hollinger, AvalonBay Communities; Alnoor
by the Service Cloud community. Ladak, Innovapost Inc.
Speakers: Peter Aubrey, salesforce.com; Chet Chauhan, salesforce.com;
Marco Casalaina, salesforce.com; Jon Joseph, salesforce.com; Montu 9:00 a.m. – 10: 00 a.m. North 123
Mavi, salesforce.com; Mike Milburn, salesforce.com; Olivier Pin, The Service Cloud for a Smaller Company: Where Do I Start?
salesforce.com
Level: Beginner
Just starting out with the Service Cloud? Want to know the killer
2:45 p.m. – 3:45 p.m. North 133
features that most users overlook? Need to make sure you start
Why Collaboration Between Sales and Service Is Imperative
your service project on the best path for success? Join our Service
in Today’s Economy
Cloud customers and experts as they focus on the insights and
Level: All
lessons learned from the implementation of Salesforce CRM
Is poor internal communication leading to missed sales
Service in small and mid sized companies.
opportunities? Gain critical insight on how a 360-degree view
Speakers: Barry Sobel, Belnick Inc.; Elizabeth Marquardt,
of the customer can help you create a partnership between
RealPage, Inc.; Andrea Miller, salesforce.com
Sales and Service in your organization. This panel of sales and
service leaders will share how a unified customer experience is
helping their companies boost customer satisfaction, loyalty, and
retention—and ultimately drive dollars to the top line.
Speakers: Celia Heywood, First Data Merchant Services
Corporation; Chris Jones, First Data Corporation Commercial
Services; Jeremy Boiles, Stericycle, Inc.; Marshall Lager, Third Idea
Consulting LLC; Peter Aubrey, salesforce.com

30 The Cloud-Computing Event of the Year
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Tracks & Sessions | Service

9:00 a.m. – 10: 00 a.m. North 130 10:15 a.m. – 11:15 a.m. North 121/122
What’s Cooking in the Service Desk Tips and Tricks: Getting Started with the Service Cloud
Level: All Level: Beginner
Attention IT top chefs: Join salesforce.com in an exploration of Successful service starts here. Join us to hear Salesforce.com
best practices and success recipes for your help desk. The alphabet Consulting share the top seven tips and the four pitfalls to avoid
soup du jour includes ITIL, KCS, and CMDB with a dash of in making your Service Cloud deployment a success. Although
partner solutions and a sprinkling of real-world testimonials. it’s fun to learn on the job, this is your chance to sit back, relax,
Prepare to dish out world-class service to your most valuable and enjoy a ride on our coattails!
asset—your employees! Speakers: Kimberly Jansen, Misys International Banking Systems;
Speakers: David Schild, Phoenix Technologies Ltd.; Amanda Mike Tacconi, Pentair Water Pool and Spa
Roberts, Stone Cobra
11:30 a.m. – 12:30 p.m. North 130
10:15 a.m. – 11:15 a.m. South 103 How Salesforce.com Uses the Service Cloud:
Hands-On: Launch Your Customer Portal in 60 Minutes Reinventing Self-Service
Level: Advanced Level: All
Build your customer community and enable self-service with Salesforce.com’s in-house customer support organization is taking
the Service Cloud customer portal. It’s as easy as 1-2-3. Learn advantage of the Service Cloud to reinvent the online customer
firsthand how to create and brand your customer portal, set up a experience. The secret to the sauce—personalized, consistent, and
branded URL with Force.com sites, and provide your customers quick access to knowledge, help, training, and community. See
with timely answers using Salesforce CRM’s knowledge base. how you can leverage our unique model to make self-service your
customers’ preferred support channel.

10:15 a.m. – 11:15 a.m. North 130
The Top 10 Critical Service Metrics You Need to Know 11:30 a.m. – 12:30 p.m. North 121/122
Level: All The Service Cloud Road Map: What’s Next? (REPEAT)
Drivers, start your engines! You’ve got your hands on the wheel, Note: This session is also offered on Thursday at 7:30 a.m.
but the only way to get from 0 to 60 is to have your eyes on Level: All
the dashboard. Visibility is as critical for your agents as it is for Come hear our product management team outline what’s
management. We’ll start this session with the top 10 service planned for upcoming releases of the Service Cloud. Get the
metrics you need to know, followed by real-life examples your insider’s view on cutting-edge features, so you can plan ways to
peers are using today. We’ll help you cruise your way to the make your contact center the hottest game in town.
winner’s circle. Speaker: Larry Robinson, salesforce.com
Speakers: Michael Strasia, Maxwell Systems, Inc.; Andre
Ramsarran, salesforce.com

31
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Tracks & Sessions | Service / Marketing

Related Sessions by Track Marketing
Move your service delivery to the cloud and capture the latest
innovations to create customers for life. Track Description: Are you a marketing manager or executive
looking to master the Sales Cloud’s marketing capabilities
Breaking the Mold: Transform the Customer Service Experience to improve lead generation, campaign management, and
in the Cloud overall marketing processes? From basic concepts to advanced
Track: Financial Services Wednesday, November 18 implementations, this track will give you actionable tips and tricks
Establishing Innovation Management Governance and a to make your marketing more effective and more impactful.
Framework
Track: Large Enterprises Wednesday, November 18 Key Take-aways: Salesforce.com customers and experts will pass
along best practices for lead generation, campaign management,
Improve the Health of Your Business by Becoming Service- Web site optimization, content development, community
Oriented building, social marketing, and marketing analytics. Walk away
Track: Healthcare & Life Sciences Wednesday, November 18 with new ways to use the Sales Cloud for marketing automation,
Capture Customer Insights Through Community Discussions search engine marketing, and content management—to drive
Track: Marketing Thursday, November 19 greater revenue for your company.

Online Community Powered by Salesforce.com
Track: Marketing Thursday, November 19 Wednesday, November 18
Rethinking Customer Service in the Media and 11:45 a.m. – 12:45 p.m. South 102
Communications Industry Hands-On: Building Reports to Analyze ROI
Track: Media & Communications Thursday, November 19 Level: Beginner
Good marketing requires good measurement. And reports are an
Using the Service Cloud for the Enterprise
easy way to get the marketing intelligence you crave. This session
Track: Large Enterprises Thursday, November 19 includes hands-on training and sought-after best practices for
Got KCS? Delivering a Knowledge-Centered Support Model for building reports to capture popular marketing analytics.
High-Tech Customers
Track: High Tech Friday, November 20 11:45 a.m. – 12:45 p.m. North 130
Lead Management 101: Qualifying, Scoring, and Routing
Quickly Deploy Web 2.0 Sites and Portals for Customers
Your Leads for Success
and Partners
Level: All
Track: Financial Services Friday, November 20
Do you need to convert more leads to fill the sales funnel? Are
you making the most of salesforce.com’s lead-management
capabilities? Join us for a session that covers lead-management
basics, including lead business processes, techniques for Web
capture, lead routing, lead scoring, and conversion. Then hear how
experts are using salesforce.com to generate better leads.
Speakers: Sylvia Gudat, Citrix Systems Inc.; Stuart Robertson,
ShareBuilder Corporation 401K; Tad Travis, salesforce.com

32 The Cloud-Computing Event of the Year
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Tracks & Sessions | Marketing

11:45 a.m. – 12:45 p.m. North 131 2:15 p.m. – 3:15 p.m. South 102
Search Engine Marketing Junkies Hands-On: Building Dashboards to Drive ROI
Level: Intermediate Level: Beginner
You’re driving targeted traffic to your Web site. You’re turning Great data is important. Natch! But communicating that
those visitors into leads and customers and measuring what’s data clearly is just as important. Join us to get hands on with
working with Salesforce CRM. So what’s next? Join us and learn dashboards and learn how to communicate marketing analytics
from a panel of B2B search engine marketing junkies how to take to improve team performance, maintain clean data, and keep the
your search marketing to the next level, including SEM tips and entire organization up to date.
tricks, landing page strategies, Web site analytics, and more.
Speakers: Terry Whalen, CPC Search; Jason Stewart, Demandbase
2:15 p.m. – 3:15 p.m. North 131
Inc.; Howard Brown, Demand Results, LLC; Sean Whiteley,
Master Your Content Library: Maximize Your
salesforce.com
Messaging Impact
Level: Intermediate
2:15 p.m. – 3:15 p.m. North 124
Join us to hear a panel of customers (including salesforce.com)
A Marketer’s Tale: Top Challenges Solved with
share tips on using Salesforce CRM’s integrated content library
Marketing Automation
to streamline content delivery, accelerate sales cycles, and leverage
Level: All
corporate wisdom by bringing the most valuable content to the
The world of marketing has changed and now buyers are often
top. We’ll have best practices galore to share along with a lively
in control. Innovative marketers must change their approach
Q&A.
to understanding buyers and their digital body language via
new technologies like marketing automation. Hear a panel of Speakers: John Almeida, Fidelity Human Resources Services
Company; Chris Luvara, Intacct Corp.; Alexis Jacobson, Seagate
marketing innovators share best practices and techniques to
Technology LLC; Kyle McCauley, salesforce.com
increase marketing ROI, align marketing and sales, and accelerate
lead generation. Every attendee receives a copy of “Digital Body
3:30 p.m. – 4:30 p.m. North 131
Language” by Steven Woods, CTO of Eloqua.
Getting Started with Salesforce CRM and Google AdWords
Speaker: Steve Woods, Eloqua Corporation
Level: Beginner
Drive relevant traffic to your Web site using Google
2:15 p.m. – 3:15 p.m. North 134
AdWords—then turn those visitors into leads and customers. See
Delivering B2B Marketing Excellence in a Socially
what’s working and what isn’t. In this session, we’ll cover how to
Connected World
get started, SEM basics, Web site basics, and tracking ROI with
Level: All
Salesforce CRM and Google AdWords.
Business marketers need better ways to reach their target
Speaker: Sean Whiteley, salesforce.com
audience and measure marketing results in a world where
business decision-makers are turning to online communities and
3:30 p.m. – 4:30 p.m. West Mezzanine 250
social networks for information, best practices, and professional
Using Lead Nurturing and Scoring to Deliver More and
interactions. Hear how top marketers succeed in this Web 2.0
Higher-Quality Sales Leads
world by understanding their target audience’s willingness to
Level: All
engage socially, formulating a social strategy based on business
Join this session to learn how to use lead scoring to identify and
outcomes, and applying the right technology to achieve
prioritize sales-ready leads. And, learn how to use lead nurturing
measurable results. Laura Ramos, vice president and research
to establish a relationship with prospects that are not sales ready.
analyst at Forrester, will share her insights.
Our panel of marketing experts will share hands-on techniques
Speakers: Laura Ramos, Forrester Research, Inc.; Chuck
you can use immediately and advanced techniques that
Ganapathi, salesforce.com
incorporate automation, behavioral tracking, and drip marketing

33
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Tracks & Sessions | Marketing

campaigns to increase lead quality and volume. Plus, all attendees 7:30 a.m. – 8:30 a.m. North 134
will receive a copy of “The Definitive Guide to Lead Nurturing,” How Salesforce.com Uses Salesforce CRM for
a Marketo workbook. Marketing Excellence
Speakers: Emily Salus, CollabNet, Inc.; Jon Miller, Marketo Note: This session is also offered on Friday at 11:30 a.m.
Level: All
4:45 p.m. – 5:45 p.m. North 131 At salesforce.com, we’ve adopted an airtight set of best practices
Advanced Campaign Management: Lead Nurturing and from thousands of marketing organizations around the world.
Campaign ROI Join us as we share these secrets to help boost your marketing
Level: Advanced efforts to support core branding and messaging.
Do you wish you could automatically follow up with leads on the Speaker: Wendy Cismoski, salesforce.com
basis of their behavior and track pipeline and revenue against your
efforts? In this session, you’ll learn more about salesforce.com’s 11:30 a.m. – 12:30 p.m. North 134
lead nurturing and campaign ROI functionality, and you’ll walk Setting Your Social Media Strategy
away with practical tips on how to build automation and measure Level: Intermediate
results to improve your marketing effectiveness. Many of the most forward looking companies are having
Speakers: Jason Stewart, Demandbase Inc.; John Kucera, phenomenal success marketing to customers through social
salesforce.com media channels. By engaging in the conversation on Twitter,
distributing video on YouTube, and forming groups on sites like
4:45 p.m. – 5:45 p.m. North 133 Facebook, they are creating massive amounts of brand awareness
Getting Started Managing Multichannel Campaigns and turning customers into evangelists. Come discover how
Level: Beginner you can use these new media to grow your business and what
Do you know what tactics and programs produce the guidelines you need to put in place for your employees.
highest-quality leads for your sales organization? Get ready to Speakers: Vida Killian, Dell, Inc.; Jamie Grenney, salesforce.com
take your campaign creation and management skills to the next
level. This session features the latest best practices and trends on 11:30 a.m. – 12:30 p.m. West Mezzanine 250
structuring and creating campaigns along with tips on how to get Strategic Marketing Automation: Understanding and
the most out of your campaign reports. Managing B2B Buyer Dialogues
Speakers: Kirk Crenshaw, Appirio; Carlo Saggese, Vistage Level: All
International; Pat Cameron, salesforce.com Today’s B2B marketing organizations can act as the single point
of contact for engaging with, managing, and providing continuity
Thursday, November 19 in pre-sale dialogues with buyers. In the process, marketing
automation becomes a more strategic piece of an holistic CRM
7:30 a.m. – 8:30 a.m. North 131 infrastructure. Join Silverpop to learn how B2B marketing must
Capture Customer Insights Through Community Discussions change to take advantage of this opportunity and find new
Level: Intermediate levels of success with demand generation. Plus, learn more about
Online communities shape brand perceptions and let you form the implications that will shape organizations’ approaches to
deeper connections with customers. They can also be instrumental marketing technology and corporate CRM infrastructure.
in increasing organic Web traffic, generating leads, and Speakers: Carlos Hidalgo, The Annuitas Group; Adam Needles,
uncovering new sales opportunities. Hear how other customers Silverpop Systems Inc.
are leveraging this exciting new app as a central part of their
social media marketing strategy.
Speakers: John Reagan, FICO; Nancy Richardson, Starbucks;
Nori Yoshida, salesforce.com

34 The Cloud-Computing Event of the Year
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11:30 a.m. – 12:30 p.m. North 131 2:45 p.m. – 3:45 p.m. North 134
The Secrets to Email Marketing Success: Marketing Panel Build Custom Landing Pages with Force.com Sites
Level: Beginner Level: All
Don’t waste your marketing dollars—or your credibility—on Using Force.com sites, you can now build your own microsites
email campaigns that don’t produce results. Our panel of email and landing pages on the Force.com platform. These new pages
marketing experts shares the secrets of success and answers your let you track Web traffic and capture leads more easily than ever.
questions on list-building techniques and email marketing. Hear Join us to learn best practices from customers who have increased
the latest trends, evolving opinions, and newest strategies—and their Web-to-lead conversion using sites. We’ll also show you
take home tips for improving your email response rates today! how to use Force.com Labs’ CMSForce to build Web sites and
Speakers: Terry Sydoryk, ActiveConversion; Brian Vass, Sant landing pages in minutes, so you can turn your Web site into an
Corporation; Wouter Hoeberechts, WorldMedAssist LLC; Shinn automated lead-capture machine.
Chen, salesforce.com; Robin Daniels, salesforce.com; Rasmus Speakers: Darren Murray, Promethean; Jeff Guthier, ServoTerra;
Mencke, salesforce.com David Van Puyvelde, salesforce.com

1:30 p.m. – 2:30 p.m. North 131 2:45 p.m. – 3:45 p.m. South 102
Getting Started with Reports and Dashboards Hands-On: Building an Automated Drip Campaign
Level: Beginner Level: Intermediate
What good is marketing without measurements? It’s easy to Learn to create sophisticated and automated multiwave
create reports and dashboards to get the marketing intelligence campaigns. In this hands-on session, we’ll show you how to
you crave. Join us to learn best practices for capturing popular send email alerts and track status based on prospect behavior or
marketing analytics in easy-to-use reports and dashboards. attribute, nurture leads with multiwave drip campaign logic, and
Speakers: Rebecca Sharpe, Salary.com Inc.; Ashley Landry, manage marketing offers and events.
SunGard Data Systems Inc.; Leahanne Merritt, salesforce.com; Jeffry
Mummert, salesforce.com
2:45 p.m. – 3:45 p.m. North 131
1:30 p.m. – 2:30 p.m. North 134 Online Community Powered by Salesforce.com
Keeping Sales on Message with an Integrated Content Library Level: Intermediate
Level: Beginner Today you use salesforce.com for sales, marketing, and customer
What if all your sales reps were always on message and using your support, but what if you could use it to power your online
latest sales presentations? Imagine never getting another phone community? This session shows how we’ve built and evolved our
call asking for the latest datasheet or price list. What if you knew community Web site to connect customers, provide self-service
exactly which of the sales tools you created were used most often tools, and drive innovation. You’ll walk away with best practices
and were most valuable to the field? Join us to learn how to make for how to set up a community site plus the know-how to
these dreams a reality with the Sales Cloud’s integrated content increase customer loyalty and measurable results.
library. Speakers: Jamie Grenney, salesforce.com; Erica Kuhl, salesforce.com
Speakers: Tim Jock, Ciena Corporation; Randy Klingner, Hollister
Incorporated; Gary Vastola, Xerox Corporation; Gregg Johnson,
salesforce.com

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Tracks & Sessions | Marketing

TIP: Don’t forget to schedule a
free SuccessTeam1:1 Clinic in the
Salesforce.com Campground

Friday, November 20 11:30 a.m. – 12:30 p.m. Esplanade 300
Using Twitter Effectively for Marketing and Sales
9:00 a.m. – 10: 00 a.m. North 131 Level: Beginner
Moving Beyond Standard Reports and Dashboards There are more than 250,000 registered users of Twitter, but what
Level: Intermediate does that mean for you? Can Twitter really help you achieve
Ready to go beyond basic reporting functionality? We have your marketing and sales goals, or is it just a distraction? Join us
the tips and tools you need! In this session, we’ll cover custom to learn how leading brands are using Twitter as part of their
report types, Query Amp, and the Excel connector. Join us to marketing mix and to see new tools from salesforce.com that can
hear about real-life customer implementations, partnerships, and help you integrate Twitter with your sales and marketing efforts.
mashboards. Speakers: Porter Gale, Virgin America; Tricia Gellman,
Speakers: Keith Nichols, Shaw Industries Group, Inc.; Ingo salesforce.com; Rasmus Mencke, salesforce.com
Fochler, The New York Times Regional Newspaper Group; Tamer
Farag, salesforce.com 11:30 a.m. – 12:30 p.m. North 131
Your Web Site: Mastering Your Domain
10:15 a.m. – 11:15 a.m. North 131 Level: Intermediate
Cleaner Data, Higher Adoption, Better Leads Your Web site shapes how prospects and customers view your
Level: Beginner business and can be an outstanding lead-generation machine.
How accurate is your business data? Do you have duplicate Learn how to use your Web site and Force.com sites to convey
records? Keeping data clean and relevant for your users is no your message, funnel visitor behavior, and convert anonymous
small task. Join us for a session dedicated to data cleansing and visitors into leads. You’ll take home best practices for content, site
de-duplication, and learn techniques for better managing your analytics, and CRM integration that will improve your business.
data. We’ll focus on Excel and file import, Web-to-lead,
Speakers: Adam Greco, salesforce.com; Scott Jorgensen,
de-duplication, and lead scoring with formula fields. Take home
salesforce.com; Chander Matrubhutam, salesforce.com
all the methods, tools, and best practices you need!
Speakers: Paul Young, Commvault Systems; Deb Weller, Isilon
Systems Inc.; Kirti Patel, salesforce.com

11:30 a.m. – 12:30 p.m. North 134
How Salesforce.com Uses Salesforce CRM for Marketing
Excellence (REPEAT)
Note: This session is also offered on Thursday at 7:30 a.m.
Level: All
At salesforce.com, we’ve adopted an airtight set of best practices
from thousands of marketing organizations around the world.
Join us as we share these secrets to help boost your marketing
efforts to support core branding and messaging.
Speaker: Wendy Cismoski, salesforce.com

36 The Cloud-Computing Event of the Year
Moody’s and Fujitsu Present:

“Today’s Forecast:
Enterprise Order Management
in the Cloud”
Presented by: Charlotte Liu Visit the Fujitsu booth Enter to win a Fujitsu U820
Moody’s Analytics – Product Manager for live demonstrations of mini note-book at the booth!
Brian Marchand • Integrated Service and Support
Fujitsu America SaaS Practice – Solutions
Practice Director • Vertical SFA Solutions
Track: Partner Track Session • Business Process Discovery and
Integration Solutions
Learn
Tracks & Sessions | Administrators

ADMINIsTrators recommendations for ongoing support and administration; and
handy tricks to enhance your implementation. Plus, we’ll have a
Track Description: Calling all administrators! Let Dreamforce road-map update from the product manager.
be your playground. This action-packed track is designed for Speakers: Sheeky Kaulthar, Thomson Reuters Markets; Shelley
admins of all levels who are looking to bring value back to their Lapcevic, salesforce.com; Blake Markham, salesforce.com, Jeremy
companies by increasing their knowledge, learning best practices, Silver, salesforce.com
and gathering new ideas on how to better leverage Salesforce
CRM. 11:45 a.m. – 12:45 p.m. Esplanade 306
The Cardinal Rules of User Adoption
Key Take-aways: Admins in this track will leave with a clear Level: Intermediate
The most successful Salesforce CRM implementations are those
understanding of the role of a system administrator and how to
that people actually use. This session looks at how to identify the
position themselves for success and growth. Pick up new skills
root causes of slow user adoption so you can proactively manage
and knowledge to apply immediately on the job to become more
them. Learn how other customers have successfully addressed
effective: best practices, pitfalls to avoid, and actionable ideas to
adoption issues by focusing on user perceptions, communications,
improve how your company uses the Sales & Service Clouds. tracking and managing usage, and incentives and penalties.
Speakers: Matt Williamson, Bronto Software Inc.; John
McGuigan, Fiberlink Communications Corp.
Wednesday, November 18
11:45 a.m. – 12:45 p.m. South 103 2:15 p.m. – 3:15 p.m. Esplanade 306
Hands-On: Have It Your Way—Customize Your Org to Fit 360° Integration: “The Essentials” Session
Your Business Level: Intermediate
Note: This session is also offered on Friday at 11:30 a.m. Want to know how and where to integrate—and why you
Level: Beginner should? Most companies have tons of data locked inside legacy
When you sign on with Salesforce CRM, it’s ready to use as is. and siloed applications. Making this data available to customer-
But you can also easily modify it so it’s a good fit for your users. facing employees can have a tremendous effect on the quality of
Learn how to configure Salesforce CRM to suit your business customer interactions and user adoption. If you’re not sure how to
needs, including how to customize fields, page layouts, and approach integration or what your options are, this session is your
reports. golden ticket. Join us to learn what other customers have done,
their lessons learned and most common integration solutions, and
how to successfully use both in your business.
11:45 a.m. – 12:45 p.m. Esplanade 304 Speakers: Larry Hall, Cars.com; Tom Fox, Global Futures & Forex
Stay in Sync with Connectors for Outlook and Lotus Notes LTD; Mark Litherland, Grizzard Communications Group, Inc.;
Level: Beginner Megan Chappell, Cars.com
Want to make your users more productive and preserve data
quality at the same time? The salesforce.com connectors for
Microsoft Outlook and Lotus Notes are standard plug-ins
that let users easily interact with salesforce.com from their
familiar Outlook or Notes interfaces. Join us to learn connector
best practices for planning, designing, and deploying to users;

38 The Cloud-Computing Event of the Year
Learn
Tracks & Sessions | Administrators

2:15 p.m. – 3:15 p.m. Esplanade 304 3:30 p.m. – 4:30 p.m. Esplanade 308
Analytic Basics: Reports and Dashboards Introduction to Force.com Pages and Force.com Code
Level: Beginner Level: Advanced
Being able to easily access useful, timely information is one of the Join us for a fact-filled session and get the answers to these
most important values a centralized system can provide for you questions: What is it? How does it work? How can I use it? Who
and your business. This session will cover the basics of reports and can do it? How do I learn more?
dashboards, including how to set up and manage them, tips and Speakers: Shannon Schupbach, salesforce.com; Paul Underbrink,
tricks, and admin best practices. salesforce.com
Speakers: Matt Evans, Extra Space Storage Inc.; Julia Napolitano,
Manpower Inc. 3:30 p.m. – 4:30 p.m. North 123
Salesforce.com as the Company Portal: Incorporating
2:15 p.m. – 3:15 p.m. South 103 Multiple Data Sources and BI
Hands-On: Giving the Right People the Right Information Level: All
Level: Beginner What’s preventing you from establishing salesforce.com as your
As a new administrator, your first job is making sure that users company sales portal? Is it because your sales reps need to find
are entered into Salesforce CRM and have access to the right invoicing and A/R history in a separate application? Does your
data. Learn how to set up and configure user access, assign a set sales management team need to view analytics in a separate
of permissions to users, define basic access, and build the structure business intelligence (BI) tool? Join IBM to learn how Synarc
that determines what users can see and report on across the has integrated its back-end data and BI into accounts and
organization. opportunities screens, establishing salesforce.com as the corporate
sales portal.
3:30 p.m. – 4:30 p.m. Esplanade 306 Speaker: Gordon Petrie, Synarc Inc.
Admin-Built Apps: How to Become a Hero
Level: Intermediate 3:30 p.m. – 4:30 p.m. Esplanade 304
Learn how easy it is to become a hero to your organization. In Top 10 Things Your Users Want (Though They Might Not
this session, you’ll learn from customers that have built custom Know It)
applications to address critical business needs. They’ll share Level: Beginner
lessons learned, tips and tricks, and how they took advantage of If you don’t listen to the needs of your end users during your
the Force.com platform to develop apps 5 times faster—without initial system design, you can bet you’ll hear about them after
any development background. you’ve deployed. How’s that for bad timing? Join us to learn
the best ways to capture requirements from your end users
Speakers: Scott Rames, Dimension Data Plc.; Susan Gingrich,
ReadyTalk; Nancye Michaelian, salesforce.com and executives. Hear directly from our panel of customers and
Salesforce CRM experts, and take home advice that will ensure
3:30 p.m. – 4:30 p.m. South 104 you deliver what they need during either your initial deployment
Hands-On: Pulling It All Together with Custom Report Types or a scheduled release.
Level: Intermediate Speakers: Kim Stites, Amazon.com; Regan Leopold, Lincoln
Get your hands on custom report types and learn how to define National Corporation; Mike Demko, Sterling Commerce, Inc.;
Katherine Carignan, SunTrust Banks, Inc.
report criteria from which users can run and create custom
reports. With custom report types, users can create reports from
predefined standard and custom objects, object relationships, and
standard and custom fields that you specify. Sound like just what
you need? Join us to learn more!

39
Learn
Tracks & Sessions | Administrators

4:45 p.m. – 5:45 p.m. Esplanade 308 4:45 p.m. – 5:45 p.m. Esplanade 310
A Brave New World: Think and Act Globally The Self-Healing Database: Advanced Data Quality
Level: Advanced for Busy Administrators
Technology has made the world smaller. In today’s economy, any Level: All
business can compete on a global scale. That’s why Salesforce By automating mundane data processes such as data
CRM comes equipped with sophisticated international and de-duplication and data normalization, salesforce.com
multilanguage functionality. Learn how to take on technical administrators can significantly increase data quality and reduce
challenges like multiple currencies and languages as well as some administrative time. Join this session to learn how a salesforce.
less obvious dilemmas, including local application support, local com super-user maximized the real-time and batch capabilities of
laws and customs, and budgeting and politics. CRMfusion’s DemandTools, DupeBlocker, and PeopleImport.
Speakers: Jeff Wiessler, Avaya Inc.; Ryan Worobel, Dell, Inc. Plus, we’ll preview some upcoming real-time technologies.

4:45 p.m. – 5:45 p.m. Esplanade 304
If You Train Them, They Will Learn
Thursday, November 19
Level: Beginner 7:30 a.m. – 8:30 a.m. Esplanade 304
The greatest systems in the world are only as good as the people Eureka: Data Nirvana
using them. Educating your users on how to use what you’ve Level: Beginner
deployed, what’s expected of them, and how to be proficient is One of the most consistent challenges salesforce.com customers
one of the most important—and most overlooked—areas of an face is data quality, a problem for any system that has multiple
implementation. This session features in-depth content from people accessing and updating information. Fortunately, a
hard-hitting experts on how to create a training plan that ensures number of tools, best practices, and lessons learned can help you
you have the skills to be successful. successfully manage this area of your implementation. Join us to
Speakers: Mark Goodman, Citrix Systems Inc.; Britt Kopping, learn how.
Genentech Inc.; Andi Michaels, salesforce.com; Bhavini Worah, Speakers: Suzanne Serwe, Brady Corporation; Tracy Johnston,
salesforce.com Freeman; Erik Karlberg, salesforce.com

4:45 p.m. – 5:45 p.m. Esplanade 306 7:30 a.m. – 8:30 a.m. Esplanade 306
Jack Be Nimble: Master Process Automation with Managing Change: How to Win Friends and Influence People
Salesforce CRM Level: Intermediate
Level: Intermediate Change is constant, but it can create concerns and even fear
Automated processes take less time, ensure consistency, and in the individuals affected by it. In this session, learn how your
ultimately save your company money. Learn how to use native peers have built support and momentum for implementations:
features and functionality in Salesforce CRM to create, manage, managing up to ensure sponsorship and managing down and
and automate your key business processes. See a demo of an across to ensure buy-in from user communities—all while
automated business process, and gain insight into tips and tricks keeping the ship going full-steam ahead.
for configuring and managing these tools. Speakers: Joe Harris, Beazer Homes; Laura Hendrix, Freeman;
Speakers: Mark Silber, Qualcomm Inc.; Tiffany Caruthers, Jennifer Olaru, salesforce.com
salesforce.com; Varadarajan Rajaram, salesforce.com

40 The Cloud-Computing Event of the Year
Learn
Tracks & Sessions | Administrators

TIP: Got a great idea? Visit the IdeaExchange
live in the Salesforce.com Campground.

7:30 a.m. – 8:30 a.m. Esplanade 308 your users be more productive, efficient, and process-oriented, this
Time-Savers: Tips for Enhancing Productivity and Efficiency session is for you. We’ll answer these questions with examples,
in Salesforce CRM best practices, and firsthand knowledge!
Level: Advanced Speakers: Jason Ogilvie, Alliant Technologies Incv; Darren Kemp,
Need new ideas for making your users more productive? This salesforce.com; Xabier Ormazabal, salesforce.com
session will equip you with examples, tips and tricks, and a bunch
of great ideas for taking your productivity to the next level. 1:30 p.m. – 2:30 p.m. Esplanade 304
Speakers: Matt Dickerson, SIRVA Worldwide Inc.; Greg Free and Cheap: Finding Value in a Down Economy
Curgenven, salesforce.com Level: Intermediate
Times like these challenge us to find creative new ways to
11:30 a.m. – 12:30 p.m. Esplanade 306 do more with less. Fortunately, a variety of inexpensive and
Define Your Portal Strategy free productivity tools and applications is available on the
Level: Intermediate AppExchange. Join us to learn about some great value-add apps,
Companies implement portals to attract, engage, convert, and best practices on finding and deploying them, and the value other
retain customers. Increasing top-line revenue is usually the customers have recognized.
primary driver; customer satisfaction and lowering the cost of Speakers: Paul Young, Commvault Systems; Carol Sullivan,
support are other important goals. Attend this session and learn Elluminate Inc.; Steve Molis, Epsilon
how to make your portal project a success with Salesforce CRM!
Speakers: Denise Jackson, Medical Research Consultants LLC; 2:45 p.m. – 3:45 p.m. Esplanade 306
Stephen Goldberg, Red Hat Inc. Engaging Effectively with Social Networks Using
Salesforce.com
11:30 a.m. – 12:30 p.m. Esplanade 304 Level: Advanced
What’s in Your Tool Belt? Companies participate in social networking to generate brand
Level: Beginner awareness and create a viral effect when clients or prospects
Managing Salesforce CRM is like being a handyman. Jobs can recommend their products. In this session, we’ll discuss social
be large or small; visible or behind the scenes; and many require networking rules of engagement and look at how salesforce.com
special equipment for detailed work. Learn from a panel of can help you embrace this new channel.
experienced admins what tools they use on a daily basis and how Speakers: Fernando Obregon Almazan, salesforce.com; Jonathan
you can apply them effectively in your deployment. Hersh, salesforce.com; Lorena Vales, salesforce.com
Speakers: John Johnson, ASCAP: The American Society of
Composers, Authors and Publishers; Courtney House, Egencia; 2:45 p.m. – 3:45 p.m. South 103
Geordie Hess, Sprint Nextel Corporation; Meg Sheridan, SunTrust Hands-On: Preserving Data Quality with Data Validation
Banks Inc.; Julie Myres Vistage International; Shelley Lapcevic, and Formulas
salesforce.com Level: Intermediate
Don’t let dirty data get in the way of your success. This hands-on
1:30 p.m. – 2:30 p.m. Esplanade 306 session will give you practice applying powerful capabilities such
Formula Magic as validation rules and formula fields to help your users be more
Level: Intermediate productive and efficient and to input higher-quality data from the
Why use validation rules? What are the benefits of calculated start.
fields and roll-up summary fields? Have you thought about
cross-object formula fields? If you’re interested in learning how
these tools will add some “magic” to your deployment and help

41
Learn
Tracks & Sessions | Administrators

2:45 p.m. – 3:45 p.m. Esplanade 308 9:00 a.m. – 10: 00 a.m. Esplanade 306
Tips and Tricks for Release Management Unlock Your Data with Advanced Analytics
Level: Advanced Level: Intermediate
Developing and managing complex applications with highly Looking for ways to further unlock the data in your system or
customized logic and user interfaces requires more than a meet complex reporting requests? Then join us for this session
“configure on-the-fly” approach in a single environment. You where you’ll learn how best to leverage report formulas, analytic
need a designated development area, robust testing practices, snapshots, and custom report types—plus when to use certain
and a release strategy to optimize your team’s performance types of reports or dashboard elements.
and minimize the impact to end users. Join us to learn how to Speakers: Maria Santos, Sterling Commerce, Inc.; Leahanne
leverage sandbox environments, which tools can migrate changes, Merritt, salesforce.com; Amy Mildren, salesforce.com
and best-of-the-best practices for release management.
Speakers: Erica Bell, Dell Inc.; Chris Mendler, Red Hat Inc. 10:15 a.m. – 11:15 a.m. Esplanade 308
Evolution of an Admin
Level: Beginner
Friday, November 20
Being a system admin may be just part of your overall job—or
9:00 a.m. – 10: 00 a.m. Esplanade 304 maybe it requires 100% of your time. Either way, there are plenty
Certification Station: Free Certification Prep of ways to use this role to develop your skill set and your career.
Level: Beginner Join us to learn from a panel of other admins how they’ve evolved
Thinking about getting salesforce.com certified? Already signed their careers by leveraging their system admin responsibilities.
up for the exam and need help preparing? Then what would you Speakers: Jay Kilian, Granicus, Inc.; Kim Wallins, Hire On-
say to a free training session? In this can’t-miss session, you’ll Demand; Alex de Santiago, Informa plc; Katie Cole, Thomson
learn about the certification process, how to prepare for the exam, Reuters Healthcare
and get a chance to review key materials with our experts.
Speakers: Christina Major, salesforce.com; Jay Mulder, 10:15 a.m. – 11:15 a.m. South 102
salesforce.com Hands-On: What is New in Winter ’10
Level: Intermediate
9:00 a.m. – 10:00 a.m. South 102 Are you an administrator looking to get the most out of the latest
Hands-On: Advanced Reports You Can Count On and greatest salesforce.com has to offer? Join us for hands-on
Level: Advanced training with the newest administration features from the
Push your reporting to the limit as you learn to create mathematical Winter ’10 release. Get involved!
formulas to aggregate and perform calculations on raw data within
Salesforce CRM and avoid exporting to spreadsheets for detailed 10:15 a.m. – 11:15 a.m. Esplanade 304
calculations. Quickly calculate win rates, coverage ratios, actual vs. How Salesforce.com Manages CRM and Platform Change
goal comparisons, and more. It’s amazing! Level: All
Managing an enterprise system—no matter the size of your
deployment—is a significant undertaking. Good news: We’ve had
time to perfect our use of the system because our entire business
runs on Salesforce CRM! Let us share what we’ve learned by
using best practices for change management and feature requests.
Speakers: Drew Alexander, salesforce.com; John Beattie,
salesforce.com; Randy Edgar, salesforce.com

42 The Cloud-Computing Event of the Year
Learn
Tracks & Sessions | Administrators

10:15 a.m. – 11:15 a.m. Esplanade 306 11:30 a.m. – 12:30 p.m. South 102
Optimizing Salesforce CRM: Consultant for a Day Hands-On: Have It Your Way—Customize Your Org to Fit
Level: Intermediate Your Business (REPEAT)
Ensuring that business processes are clearly defined, documented, Note: This session is also offered on Wednesday at 11:45 a.m.
and optimized is the first key step in a successful implementation. Level: Beginner
Whether you’re just getting started, looking to bring on a new When you sign on with Salesforce CRM, it’s ready to use as is. But
team, or interested in reviewing an existing implementation, our you can also easily modify it so it’s a good fit for your users. Learn
services experts can help you understand how to run a successful how to configure Salesforce CRM to suit your business needs,
business process review (BPR) session on which to base a including how to customize fields, page layouts, and reports.
successful implementation.
Speakers: Chris Cuicani, Baxter Canada; Gina Marquez,
11:30 a.m. – 12:30 p.m. Esplanade 304
Intellidot Corp.
Ready, Set, Go: Implementation Best Practices
Level: Beginner
10:15 a.m. – 11:15 a.m. Esplanade 310
Ready to implement Salesforce CRM, but not sure where to
Platform Road Map: Administrator Tools of the Future
start? In the middle of an implementation and don’t want to miss
Level: Advanced
anything? You’ll probably have a role in the setup and ongoing
The Force.com platform is the engine that supports all your
maintenance of your Salesforce CRM implementation. Join us to
configuration, customization, and integration needs. Be the first to
learn where to start, in what order you should execute, and best
find out where the platform is headed in this sneak peek at future
practices to use along the way.
products and features. Get the scoop on salesforce.com’s vision
Speakers: Sarah Williamson, Avaya; Emily Kranz, Listingbook
for advanced customization, app building, and administration
capabilities that will help you automate your other business
Related Sessions by Track
processes using Force.com. This session includes a mix of vision
If you’re the person who keeps everything “force-related” humming
slides plus a healthy dose of live current and future product demos.
along, these sessions will help take your skills to the next level.
Speakers: Patricia Orr, salesforce.com; Mary Scotton, salesforce.com;
Build Apps 5 Times Faster with Force.com
Adam Torman, salesforce.com
Track: IT Executives Wednesday, November 18
11:30 a.m. – 12:30 p.m. Esplanade 306 A Look Inside the Force.com Infrastructure
Analytics Road Map Track: Backstage Pass Wednesday, November 18
Level: Intermediate
What’s in store for Salesforce CRM analytics and reporting? Hands-On: Building Your First Force.com Platform Application
Come hear our product management team outline what’s planned Track: Admin to AppBuilder Wednesday, November 18
for upcoming releases of analytics in the cloud. Get the insider’s
view to cutting-edge features, so you can plan how to get even How Salesforce.com Manages and Measures Sales Productivity
Programs
more insight into your business using analytics and reporting.
Speakers: Leo Tenenblat, salesforce.com; Thomas Tobin, Track: Sales Wednesday, November 18
salesforce.com Maximizing Agent Productivity: It’s a Game Changer for Today’s
Business
Track: Service Wednesday, November 18

43
Learn
Tracks & Sessions | Administrators / Large Enterprises

Bring your Application Projects to Life: Release Management with large enterprises
Force.com
Track Description: Hello, enterprise? Meet the cloud. This
Track: IT Execuvites Thursday, November 19
track caters to those salesforce.com customers that have complex
Product Road Map: Sneak Peek into the Future requirements often associated with large, global enterprises. Hear
Track: Sales Thursday, November 19 & Friday, November 20 specialized case studies, panels, and presentations on a vast range
The Service Cloud Road Map – What’s Next? of topics, all focused on helping large companies formulate and
Track: Service Thursday, November 19 & Friday, November 20 execute in-depth, scalable success strategies.

Salesforce CRM Admin Excellence: Setting Up Salesforce CRM for Key Take-aways: Each session in this track is jammed with
Sales Success
content designed to speak to the challenges of operating a large,
Track: Sales Thursday, November 19
complex organization. You’ll learn about new approaches and best
Behind the Scenes at Salesforce.com: Delivering 3 Major Releases practices for using and delivering the Sales Cloud, Service Cloud,
a Year and Custom Cloud. These sessions feature customer speakers
Track: Backstage Pass Friday, November 20 who’ll provide their perspectives, firsthand experiences, and
tried-and-true best practices so you come away with great ideas,
Sales Process Excellence: New Levels of Productivity and
examples, and networking opportunities.
Effectiveness
Track: Sales Friday, November 20
Large Enterprises track brought to you by

Innovation. Speed. Value. Global
Delivery. Enterprise-wide.

Wednesday, November 18
2:15 p.m. – 3:15 p.m. Esplanade 300
Establishing Innovation Management Governance
and a Framework
Level: All
Implementing Salesforce CRM’s ideas community is easy,
but how do you make it a lasting, vibrant, and impactful
solution—both internally and externally? Join us to learn how
salesforce.com and some of our key customers use ideas for
incredible success. You’ll also pick up the associated processes
and best practices for moderation, communication planning,
and how to run the entire ideas management process.
Speakers: Cory Cochran, American Century Services, LLC;
Grégory Vandeputte, Areva T&D SA; Holly Tuccio, Dell,
Inc.;Matt O’Connor, salesforce.com

44 The Cloud-Computing Event of the Year
Learn
Tracks & Sessions | Large Enterprises

3:30 p.m. – 4:30 p.m. North 120 4:45 p.m. – 5:45 p.m. North 120
Dispelling Cloud Integration Myths Today’s Forecast: Enterprise Order Management in the Cloud
Level: Beginner Level: All
Cloud computing is changing the way companies develop and Discover how Moody’s Analytics modernized its Lead-to-Order
deploy their business systems, and large enterprises face special process using salesforce.com, FPX, and on-premises ERP. Hear
integration challenges with cloud-based projects. Join Cognizant how Fujitsu America helped the sales organization streamline
in this workshop to see real-world examples of best practices for complex forecasts, pricing models, and sales processes. Then learn
integration that lead to the successful development of how you can leverage integrated cloud technologies to revitalize
cloud-based solutions. your business-critical processes.
Speaker: Christopher Clegg, Cognizant Speakers: Min Kang, Fujitsu America; Brian Marchand, Fujitsu
America; Charlotte Liu, Moody’s Analytics Inc.
3:30 p.m. – 4:30 p.m. Esplanade 300
Organizing and Executing to Match the Speed of
Thursday, November 19
Cloud Computing
Level: Intermediate 7:30 a.m. – 8:30 a.m. Esplanade 300
Large enterprises are continually challenged with executing Using the Service Cloud for the Enterprise
cloud programs within the constraints of enterprise governance Level: All
models and procedures. This session will review how to streamline Looking to improve complex and mature external call centers,
and refine the methodologies so your organization can meet internal IT help desks, customer portals, or other customer
compliance and risk mitigation requirements while increasing the service centers? This session features tactical information on how
pace of delivery. the Service Cloud can transform your enterprise call centers and
Speaker: Shawn Jean, Avaya Inc. other service solutions. The Service Cloud is up and running in
the enterprise, and you’ll hear from the folks who are making it
4:45 p.m. – 5:45 p.m. North 124 happen!
Thomson Reuters TRUSTs in Salesforce.com to Drive Speakers: John Snead, Qualcomm Inc.; Matt Brady, TransUnion
Enterprise Innovation LLC; Bhuvan Thakur, salesforce.com
Level: All
Come learn from a team of Thomson Reuters executives how 11:30 a.m. – 12:30 p.m. West Mezzanine 254
they leveraged Salesforce CRM and the Force.com platform Single Org or Multi: What’s Right for My Deployment?
to build a best-of-breed solution for pre-sales prospecting, Level: All
collaboration, and pipeline management with the global launch of Enterprise-scale companies that have multiple business units
TRUST (Thomson Reuters Unified Sales Tool). often grapple with whether to use a single org for all users or
Speakers: Richard Beaven, Thomson Reuters Markets; Anne multiple orgs for separate business units. This session reviews
Meskell, Thomson Reuters Markets; Jane Moran, Thomson Reuters the key decision criteria as well as strategies for handling roll-up
Markets; Narendra Vyas, Thomson Reuters Markets; Dave Weller, reporting approaches for merging, consolidating, and dividing
Thomson Reuters Markets, Steve Mannel, salesforce.com orgs.
Speakers: Scott Parker, American Express Services Europe Ltd;
Jason Atwood, MSSB - SB; Brian Mitchell, salesforce.com

45
Learn
Tracks & Sessions | Large Enterprises

1:30 p.m. – 2:30 p.m. Esplanade 300 2:45 p.m. – 3:45 p.m. North 124
Best Practices and Approaches for Handling Large Salesforce Integration: Crossing the Business – IT Divide
Data Volumes Level: All
Level: Advanced There is no one-size-fits-all solution to integrate Salesforce CRM
Adoption and usage is high, and users are demanding more with on-premises applications. Alignment between Salesforce
integration and data. What steps should you take to ensure that CRM administrators and IT is essential and the right integration
performance and client satisfaction remain high? This session will strategy can dramatically improve adoption and success. Join this
explore how to handle your tens of millions of records in the most interactive presentation to learn how cloud integration can be the
efficient manner possible. key to IT and line of business alignment. Hear how organizations
Speakers: Robert Pickeral, salesforce.com; Anshu Sharma, have been able to get the most out of all of their application and
salesforce.com platform investments with solutions from Informatica.
Speakers: Paul Stevenson, AMERIGROUP Corporation; Darren
2:45 p.m. – 3:45 p.m. Esplanade 300 Cunningham, Informatica; Dan Marionni, Morgan Stanley -
Developing Enterprise Solutions in the Cloud Wealth Management; Matt Brady, TransUnion LLC
Level: All
Force.com is the fastest platform for building and deploying Friday, November 20
enterprise business applications that run in the cloud. Learn the
tools, methodologies, and procedures several customers have used 9:00 a.m. – 10:00 a.m. North 120
to evaluate business requests and legacy applications to identify Electronic Contract Execution with Apttus & DocuSign
the best candidates to move through the cloud factory. for Salesforce
Speakers: Manoj Govindan, Bank of America Corporation; Aaron Level: All
Bagchee, Seagate Technology LLC; Thomas Divittorio, Using the power of end-to-end electronic contract management
salesforce.com from Apttus and electronic signatures from DocuSign, successful
companies can now speed up time to revenue, automate business
2:45 p.m. – 3:45 p.m. North 123 processes, eliminate paper, and ensure compliance by using this
Learn from a Proven Model: 6 Steps to Guarantee Adoption amazing cloud-computing solution that delivers on the promise
Level: All of the paperless enterprise. Join us to find out how your enterprise
One thing all salesforce.com projects have in common: people. can Close it in the Cloud!SM with electronic contract execution
Salesforce.com can make each user more productive—if from these two top AppExchange partners.
they adopt the system. Whether you’re new to the cloud or Speakers: Kirk Krappe, Apttus Inc.; Tom Gonser, DocuSign
reinvigorating your cloud effort, you’re probably changing the way
people work. Join us to learn the 6 steps that took 26,000+ people
successfully into the salesforce.com cloud. Review the Adoption
Playbook and take away real examples that work.
Speaker: John Wurch, JPW Consulting, LLC

46 The Cloud-Computing Event of the Year
Learn
Tracks & Sessions | Channels

Channels 2:15 p.m. – 3:15p.m. Esplanade 310
Service Partners: Collaborating in Real Time on Service Issues
Track Description: Customers of all sizes across all industries Level: All
Have a great partner you work with—on the other side of
have been leveraging the Salesforce CRM for Partners platform
the world? Want to learn how to build your partner/vendor
to build highly successful partner solutions. Come hear how
community and boost collaboration? Join us to hear from
customers such as Avaya, Dell, and plenty more have rolled out
salesforce.com customers who are using the partner portal and
highly adopted partner solutions, resulting in stronger partner
Salesforce to Salesforce features of Salesforce CRM for Partners
relationships and ultimately more money. This is a must-attend to share cases with their partners and vendors.
track for anyone looking to generate more revenue through an Speakers: Drew Piston, Exponent Partners; Jimmie Gull, QlikTech
indirect channel, especially in this tough economic environment. UK Limited; Ryan Davis, salesforce.com; Leyla Seka, salesforce.com

Key Take-aways: Join us to learn how customers are using the 3:30 p.m. – 4:30 p.m. Esplanade 310
latest Web 2.0 features to build highly collaborative partner Driving Adoption: Best Practices for Creating
communities. Customers will share hard-hitting best practices Partner Programs
for rolling out partner programs and solutions. And several in- Level: All
depth case studies will demonstrate Salesforce CRM’s partner Your best channel programs are great only if your partners
actually use them. Join us to learn how to drive adoption of the
portal and Salesforce to Salesforce. See exactly how customers
Salesforce to Salesforce and partner portal features of Salesforce
have provided choice to their partners—and how they’ve seen
CRM for Partners from customers who’ve already been down
tremendous levels of adoption as a result.
that road. They’ll share best practices and provide a road map for
how to successfully roll out any new partner platform.
Wednesday, November 18 Speakers: Joe Francis, QlikTech UK Limited; Dave Baker,
Websense, Inc.; William Moxley, salesforce.com
11:45 a.m. – 12:45 p.m. Esplanade 310
Partner Management 101: Rolling Out Salesforce CRM for 3:30 p.m. – 4:30 p.m. North 132
Partners Increase Channel Revenue with a Partner Certification Program
Level: Beginner Level: All
Want some do’s and don’t’s to help make your partner solution a Learn how Dell got a 70% increase in yearly revenue growth
slam dunk? Learn best practices from salesforce.com customers for certified partners using integrated training and certification.
who’ve rolled out both the partner portal and the Salesforce to MediaDefined will show how you can use integrated
Salesforce features of our Salesforce CRM for Partners solution. certifications to help drive more revenue, increase lead-closure
Speakers: Chris Luvara, Intacct Corp.; Alan Andrade, Lenovo; rates, help better manage MDF, and manage entitlements in a
Ken Quast, Melexis N.V.; Susan Gausch, salesforce.com multitiered partner program.
Speakers: Teemu Kolehmainen, Dell, Inc.; Brett Strauss, Media
Defined; Bob Biess, salesforce.com

47
Learn
Tracks & Sessions | Channels

Thursday, November 19 2:45 p.m. – 3:45 p.m. South 104
Hands-On: Enabling Your Sales Channel with Salesforce
7:30 a.m. – 8:30 a.m. Esplanade 310 CRM for Partners
Building Loyalty Through Community Level: Intermediate
Level: Intermediate Get the most out of your indirect channels! Empower your
Nothing sells like a loyal community. Join us to hear from partners with Salesforce CRM data and ensure their success. Get
salesforce.com customers who have deployed Web 2.0 community hands-on experience setting up Salesforce CRM for Partners so
technologies such as Salesforce CRM’s content library and ideas you can manage, track, and forecast direct and indirect business.
community, Force.com sites, and the partner locator across their
partner communities. Find out how they used these technologies
to create effective, timely feedback mechanisms and build stronger Friday, November 20
relationships with their high-value partners.
Speakers: Mary Catherine Wilson, Dell, Inc.; Elliot Fliesler, 9:00 a.m. – 10:00 a.m. Esplanade 310
VMware, Inc.; Diana Tsao, VMware, Inc.; JC Whitfield, salesforce.com Transforming Vision into Reality: Make the Most of Your
Partner Deployment
11:30 a.m. – 12:30 p.m. Esplanade 310 Level: All
Mixing Salesforce to Salesforce and Partner Portal Looking for efficiency and effectiveness? Join us to learn how
Technologies for Success Avaya implemented Salesforce CRM for Partners across its
Level: Intermediate global enterprise. Find out what structures were put in place to
Have you been trying to determine the best way to mix and accomplish this goal, and leave with innovative best practices to
match your partner portal and Salesforce to Salesforce capabilities drive your deployment. Learn the importance of defining a vision,
to achieve your channel goals? Then come hear how customers managing scope and expectations, and successfully executing a
like Honeywell have been successful in using both technologies in global high-touch, channel-centric deployment.
parallel to create a robust channel strategy. Speakers: Zoe Peterson, Avaya Inc.; Susan Gausch, salesforce.com;
Speakers: Terry Johnson, Honeywell International Inc.; Chris Beth Kaplan, salesforce.com
Luvara, Intacct Corp.
11:30 a.m. – 12:30 p.m. South 103
1:30 p.m. – 2:30 p.m. Esplanade 310 Hands-On: Connect with Your Partners Using Salesforce
Road Map: What’s Next for Salesforce CRM for Partners to Salesforce
Level: All Level: Intermediate
Love using Salesforce CRM for Partners? Ready to see what’s Would you like to instantly connect and exchange data with
next? No problem! This session highlights the product road map, partners via Salesforce CRM? Learn how Salesforce to Salesforce
giving you a detailed view of what we’ve delivered over the past can help you securely and easily share data with another company
year—and what’s still to come. that is also using Salesforce CRM. This hands-on session shows
Speakers: Adi Kuruganti, salesforce.com; William Moxley, salesforce.com how to use real-time collaboration to gain visibility into critical
business data that spans multiple companies.

48 The Cloud-Computing Event of the Year
Learn
Tracks & Sessions | Executive Insight

11:30 a.m. – 12:30 p. m. Esplanade 310 executive Insight
How Salesforce.com Uses Salesforce CRM for Partners
Level: All Track Description: This track is ideal for executives looking
Join us to see all the bells and whistles of our new external partner to gain insight into the future of Salesforce CRM and cloud
Web site. Learn how we designed and rolled it out using Force. computing. We’ve got experts and thought leaders ready to awe
com sites and the partner portal. You’ll get a taste of what’s and inspire!
possible with Salesforce CRM for Partners and see a best practice
real-life example in our own partner site. Key Take-aways: Think your business strategy is airtight? We’ll
Speakers: Rob Wolf, LaunchDM; Reid Carlberg, Model Metrics give you new ideas for operations, growth, and maintenance.
LLC; Leyla Seka, salesforce.com Hear from the experts how to maximize your investment and get
the most from every department using Salesforce CRM—then
Related Sessions by Track network with peers to get even more ideas. Go home with tools
Learn how to make your partners as successful as your best to implement these ideas right away to take your deployment to
reps with this session. the next level.
Managing Direct and Indirect Sales Seamlessly
Track: Sales Friday, November 20
Wednesday, November 18
11:45 a.m. – 12:45 p.m. North 123
How to Boost User Adoption for Higher ROI
Level: All
The possibilities for how cloud computing can transform your
organization are profound. Achieving results in a complex, global
environment requires a strategy for gaining executive sponsorship,
sales management buy-in, and strong user adoption that goes
beyond traditional change management. Don’t underestimate the
impact user adoption can have on your business! Join Accenture
to learn the newest techniques, proven metrics, and steps you
can take to ensure your organization sees higher ROI from your
CRM investment.
Speakers: Bryan Berumen, Accenture; Steven McMann, Accenture

2:15 p.m. – 3:15 p.m. North 125
Accounting for Success: Streamlining Processes
with the Platform
Level: All
Every company, however big or small, and in any vertical, needs
to get the cash in as quickly as possible. To do that, processes
between sales and finance need to be slick, information needs to
be accurate, and data up to date. Debbie Ashton, product director
of CODA, will show you how CODA 2go, the first enterprise

49
Learn
Tracks & Sessions | Executive Insight

accounting application built natively on the Force.com platform, 11:30 a.m. – 12:30 p.m. North 123
can save your teams time, money, and hassle with complete, free, Finding Your Way to Full Compliance: Automating
out-of-the box integration with the Salesforce CRM. Channel Compliance
Speaker: Debbie Ashton, CODA Level: All
Consistency in compliance is essential. Since the “Enron Era”
3:30 p.m. – 4:30 p.m. North 124 of 2001, charting your way to compliance has been a daunting,
CIO Insider: How to Leverage Cloud Integration to costly, time intensive experience for organizations. From the
Turbocharge Salesforce CRM Sarbanes-Oxley Act to FCPA, these well-intentioned regulations
Level: All have come at a price. Welcome the cloud. Join representatives
Want to get more value from your existing Salesforce CRM from Bluewolf as they provide insight on delivering integrated
investment and give your users instant access to all kinds of solutions to manage your company’s internal and channel
data currently locked away in other systems? Now, you can! compliance with various regulatory bodies. From deal registration
Hear how CIOs use rapid cloud integration from Cast Iron to electronic signatures, hear real-life stories from enterprises that
Systems to deliver a complete view of customers by connecting are finding their way to compliance, providing a robust defense
Salesforce CRM with other critical cloud-based and on-premises against fraud and illegal transactions. Hear how to achieve full
applications in just days while cutting costs, increasing customer compliance and the approach you can take to keep your CFO
satisfaction, and building user adoption. Unleash Salesforce safe and happy.
CRM’s full potential today! Speakers: Alp Kabatepe, Bluewolf; Greg Kaplan, Bluewolf; Jason
Speakers: Chandar Pattabhiram, Cast Iron Systems Inc.; Joe Lemkin, EchoSign, Inc.
Cardenas, Employers Direct Insurance Co.; Paul Chemmanoor, The
Corporate Executive Board; Paul Vine, salesforce.com 1:30 p.m. – 2:30 p.m. North 130
The Next Step in Customer Care: Customer Collaboration
Thursday, November 19 Level: All
As leaders in their respective industries, Cisco and salesforce.com
11:30 a.m. – 12:30 p.m. West Mezzanine 270 are pushing customer care to the next level by combining Unified
Building and Managing a Sustainable Cloud Service Customer Contact solutions with the Service Cloud. Join this
Level: All session to look at customer collaboration, the business drivers,
Both startups and established technology companies are rolling and how social media can impact the way companies provide
out cloud services at a rapid pace. Join KPMG to gain important customer care.
insight into the key business and operational issues cloud service Speaker: Ross Daniels, Cisco Systems Inc.
providers need to consider to successfully deliver cloud services.
We’ll look at customer management, pricing and operations,
revenue recognition, cloud-computing tax issues, compliance, risk
management, and more.
Speakers: Lynne DeVaughn, KPMG L.L.P.; Tom Lamoureux,
KPMG L.L.P.; Mark Lundin, KPMG L.L.P.; Gary Matuszak,
KPMG L.L.P.

50 The Cloud-Computing Event of the Year
Learn
Tracks & Sessions | Small Business

small Business Friday, November 20
10:15 a.m. – 11:15 a.m. North 123
Track Description: Are you a rapidly growing business with
Thinking Big: How Smart SMBs Are Beating Enterprises
under 100 employes? Would you like to scale your growth while Level: All
remaining efficient and nimble? This track will focus on how Economies of scale have traditionally given large enterprises the
salesforce.com can provide a foundation for growth. edge in business. Today, with cloud solutions like
salesforce.com and data-as-a-service solutions like Jigsaw,
Key Take-aways: Learn ways to use the cloud to market your SMBs can use the same services/technologies as the Fortune
products and services, integrate with external systems, and keep 500—without the baggage. Learn how Jigsaw and salesforce.com
everything humming. have enabled SMBs to think big and compete on equal footing
with enterprises.
Speakers: Tim Eades, Everyone.net, Inc.; Kevin Akeroyd, Jigsaw
Wednesday, November 18
4:45 p.m. – 5:45 p.m. Esplanade 300
A Conversation with Small Business Leaders
Level: Beginner
Join us for a conversation with three business leaders who will
share real-world examples of how they use Salesforce CRM to
manage their business. We’ll share best practices and tips and
tricks to get the most out of running your small business on
Salesforce CRM. Moderated by Tony Rodoni, area vice president
of our small business segment, this panel will provide insight
into how other organizations are using the application to provide
tangible benefits to their businesses.

Thursday, November 19
7:30 a.m. – 8:30 a.m. North 120
Connecting QuickBooks to Salesforce CRM
Level: Beginner
Why should you connect QuickBooks with salesforce.com, and
what options are available to you? This session will highlight both
product- and services-based businesses and will demonstrate the
most common scenarios for integration. You’ll learn the benefits
of integration between QuickBooks and salesforce.com, and see a
demonstration of the linkage from a user’s perspective.

51
For more
information on IT Management for the Cloud
CA Solutions
• Manage the development of breakthrough applications
for managing
• Manage the rollout of Salesforce.com across the enterprise
your cloud visit
Booth 902. • Create a seamless user experience across SaaS and
on-premises systems

Today’s cloud-based services can create IT development and
management challenges, but CA, the largest independent IT
management software company, can help you.

Come to our booth and get the insight to how CA is partnering
with Salesforce.com to deliver IT management for the cloud.

Copyright © 2009 CA. All rights reserved. 200
Learn
Tracks & Sessions | Admin to AppBuilder

TIP: Learn from the best and brightest! You’ll find
Salesforce.com’s top engineers in the Force.com Zone.

admin to appbuilder recruitment app, and more. Join an expert from Granicus to learn
how to use your existing skills and the Force.com platform to
Track Description: Did you know that as an admin, you already benefit your company—and your career.
have the skills and platform to create useful custom apps to make Speakers: Hank Thompson, Granicus Inc.; Sarah Franklin,
your company more efficient? Join fellow admins as you learn salesforce.com
app-building techniques to help you—and your company—get
more out of Force.com and the Custom Cloud. 2:45 p.m. – 3:45 p.m. Force.com Theatre
Admin Custom App Showcase
Level: All
Wednesday, November 18 Want to leverage your existing CRM skills to build custom
apps, but don’t know where to start? The Admin Custom App
11:45 a.m. – 12:45 p.m. esplanade 309 Showcase demonstrates applications built by fellow admins and
Build Your First Custom App Using Your CRM Skills with gives you great ideas of apps to build—from HR to finance to
Clicks, Not Code inventory to project management.
Level: Beginner
Speakers: Larry Hall, Cars.com; Shahin Moradian, Cars.com; Tom
Do you want to build custom apps, but aren’t sure where to start? Holcomb, Renewable Choice Energy; Melissa Elliott, Schumacher
Learn the basic concepts and find out how to build an app in Group; Sarah Franklin, salesforce.com
3 minutes. You’ll amaze yourself at how much you can build
without any code. This session will help you understand how the
same skills used to customize your CRM—including adding
Friday, November 20
custom objects and fields—can be applied to building useful 9:00 a.m. – 10: 00 a.m. Esplanade 308
custom applications for your company. Spice Up Your Apps with Logic and Custom User Interfaces
Level: Beginner
2:15 p.m. – 3:15 p.m. South 104 Want to take your apps to the next level? Adding business logic
Hands-On: Building Your First Force.com Platform and custom user interfaces are great ways to do just that. Learn
Application the basics of adding workflow, formulas, validations, and even
Level: Beginner Force.com pages (Visualforce) to your apps.
You don’t need to be a programmer to build applications! Join us Speaker: Sati Hillyer, salesforce.com
to learn how to develop full-featured business applications that
extend your Salesforce CRM org using the building blocks of the 10:15 a.m. – 11:15 a.m. Force.com Theatre
Force.com platform. Turn Spreadsheets into Custom Apps
Level: All
Want to build a custom app on Force.com in minutes, with just
Thursday, November 19 a few clicks? If you have a spreadsheet with the data you need,
we have the tool for you! The free Cloud Converter from Model
11:30 a.m. – 12:30 p.m. Esplanade 308 Metrics turns spreadsheets for tasks such as project management,
Boost Your Career and Add Value to Your Company with billing, and expense reporting into Force.com apps.
Custom Apps Speakers: Reid Carlberg, Model Metrics; Sarah Franklin,
Level: All salesforce.com; Eric Stahl, salesforce.com
Find out how one admin helped his company run its entire
business in the cloud—and gave his career a boost! He built the
unique apps his company needed: an account regionalization
system, a proposal generator, an asset inventory tracker, a

53
Learn
Tracks & Sessions | Beginning Developers

beginning Developers 3:30 p.m. – 4:30 p.m. Esplanade 303
Force.com in Action: Building an Application in Real Time
Track Description: Force.com is a complete platform for Level: Beginner
application development and deployment in the cloud. Ready to Get ready to take action! In 40 minutes, we’ll build a Force.com
get involved? This track is for those new to the platform. Come application from scratch, live. Join us and experience the breadth
learn about Force.com and how to get started implementing of the platform—from the database model to the user interface
databases, business logic, user interfaces, Web services, and more. and reporting. This session will give you a taste for the platform
All sessions are practical in nature, which means you’ll walk away and a basis from which to explore other features. The rest of the
with tips, tricks, and tools you can put to immediate use. time is reserved for questions and answers.
Speakers: David Van Puyvelde, salesforce.com; Mark Woodward,
salesforce.com
Wednesday, November 18
4:45 p.m. – 5:45 p.m. Esplanade 303
11:45 a.m. – 12:45 p.m. Esplanade 303/305 Building Application User Interfaces with Visualforce
Force.com: Platform State of the Union Level: Beginner
Level: All Force.com can automatically generate user interfaces, but
The annual Platform State of the Union provides an essential sometimes you want to go a bit further. This session explores
update on the vision and direction of the Force.com platform. Force.com pages (Visualforce), the component-based UI
Feature overviews, demos, and special guest presenters highlight framework that lets you build attractive, dynamic, reusable user
new Force.com technologies for developers. The session will also interfaces. It includes code walk-throughs, common use cases, a
provide an overview of all the developer activities happening little about Force.com code, and lots of pretty graphics!
throughout Dreamforce. Speaker: Andrew Waite, salesforce.com
Speakers: Dave Carroll, salesforce.com; Bulent Cinarkaya,
salesforce.com; Gregg Johnson, salesforce.com; Mary Scotton, 4:45 p.m. – 5:45 p.m. South 104
salesforce.com Hands-On: An Introduction to Force.com Code (Apex)
Level: Intermediate
Ready to add more sophisticated logic and user interfaces to your
2:15 p.m. – 3:15 p.m. Esplanade 303 Salesforce CRM and Force.com platform apps? Then get hands-
Building Public Web Sites in the Cloud with Force.com Sites on access to Force.com code (Apex), the world’s first cloud-
Level: Beginner computing code. This session shows how to extend your apps
Force.com sites lets you build and deploy public Web sites and with Apex triggers and classes that run on salesforce.com servers.
Web applications using Force.com. These Web sites can be
assigned domain names so you can run your own Web sites
on the platform. This session shows how to create a public
Web site, building on Force.com pages (Visualforce) for the
Thursday, November 19
presentation layer. We’ll also look at page caching, security, and 7:30 a.m. – 8:30 a.m. Esplanade 303
user authentication. One Force.com Platform: Two Tools for Developing
Speaker: Bulent Cinarkaya, salesforce.com Applications
Level: Beginner
You can develop applications for Force.com using the
Force.com IDE, an integrated development environment, or
using a Web-based configuration and coding environment

54 The Cloud-Computing Event of the Year
Learn
Tracks & Sessions | Beginning Developers

known as builder. This session provides a practical introduction to your Salesforce CRM and Force.com platform apps. All that’s
the IDE and builder features of Force.com, showing you how to needed is a little knowledge of XML and/or HTML and a
code, run queries, access debug logs, and more. willingness to learn, learn, learn!
Speaker: Ryan Brainard, salesforce.com

11:30 a.m. – 12:30 p.m. Esplanade 303 1:30 p.m. – 2:30 p.m. Esplanade 309
Constructing the Database for Your Applications Securing Your Data and Applications
Level: Beginner Level: Beginner
Force.com provides a powerful data persistence layer. It lets you Securing access to your applications, data, and logic is a key part
create database tables and adds a lot of features right out of the of application development and systems configuration. This
box, such as triggers, relationships, default values, validation rules, security should not only protect data and logic from unauthorized
reporting, and search. This session covers how to create your first external access, but also from unauthorized internal access. Join
database and use these features to easily build a rich application. us for an in-depth session covering many of the security features
Speaker: Andrew Albert, salesforce.com available to you, from IP restriction through database record
sharing.
11:30 a.m. – 12:30 p.m. South 104 Speaker: Peter Dapkus, salesforce.com
Hands-On: Introduction to Force.com Sites
Level: Intermediate 2:45 p.m. – 3:45 p.m. Esplanade 309
Learn how to extend your Salesforce CRM and Force.com Basic Integration on Force.com: Web Services and More
platform apps to the rest of the world with real-time Web sites. Level: Beginner
Create a Web site using Force.com pages (Visualforce), and then When developing and deploying applications in the cloud, you
publish it online using Force.com sites. often need to integrate with other applications and services. This
session provides an overview and demonstration of the major
forms of integration: Web services (setting one up and calling an
1:30 p.m. – 2:30 p.m. Esplanade 303
existing service), HTTP-based interactions, Atom syndication
Getting Started with Workflows and Approvals
feeds, and email.
Level: Beginner
Speaker: Jesper Joergensen, salesforce.com
Not all logic needs to be coded programmatically. Force.com’s
workflow and approvals engine lets you easily invoke tasks such
as email alerts, database updates, or messaging based on a set of
triggering events. This session demonstrates the platform’s basic
workflow capabilities, including approvals.
Friday, November 20
Speaker: Varadarajan Rajaram, salesforce.com 9:00 a.m. – 10: 00 a.m. Esplanade 303
Force.com Code for Business Logic, Triggers, and Controllers
1:30 p.m. – 2:30 p.m. South 104 Level: Beginner
Hands-On: Introduction to Programmable User Interfaces Force.com code (Apex) is the Java-like code that executes
Note: This session is also offered on Friday at 11:30 a.m. on the Force.com platform. It’s used to add business logic to
Level: Beginner applications, write database triggers, and program controllers in
Are you ready to build any user interface for any device? Then get the user interface layer. This session introduces the code, its syntax,
your hands on Force.com pages (Visualforce)! Join us to learn the and plenty of use cases.
exciting things you can do to radically alter the user interface of Speaker: Ryan Spraetz, salesforce.com

55
Learn
Tracks & Sessions | Beginning Developers

10:15 a.m. – 11:15 a.m. Esplanade 303 11:30 a.m. – 12:30 p.m. Esplanade 303
Creating Rich User Experiences Using Google Visualizations How to Write Good Unit Tests in Force.com Code
and Adobe Flex Level: Beginner
Level: Beginner Crafting good unit tests is an art, and one that must be mastered
Imagine visualizing your own data using Google Maps or the before deploying to a production environment on Force.com.
Google Visualization API, or providing an enhanced user In this session, we’ll explore the structure of unit tests, the code
experience using the interactivity and visualization power of scenarios that tests should cover, and properties and best practices
Adobe Flex. This session explores these options, shows you how of well-written unit test suites.
to get started, and more. Fun! Speaker: Jesse Lorenz, salesforce.com
Speakers: Jesse Lorenz, salesforce.com; Nick Simha, salesforce.com

10:15 a.m. – 11:15 a.m. South 104
Hands-On: Creating Wizards with Programmable TIP: Force.com “cheat sheets” make great gifts
for your coder friends! Get a free pack in the
User Interfaces Force.com Zone.
Level: Advanced
Enrich your app’s user experience with wizards. Combine
your knowledge of Force.com pages (Visualforce) markup and
controllers to create a user interface that allows stepwise data
entry. Learn how controllers are used to maintain state across
Force.com pages. Some programming experience with Force.com
code (Apex) is recommended.

11:30 a.m. – 12:30 p.m. South 104
Hands-On: Introduction to Programmable User Interfaces
(REPEAT)
Note: This session is also offered Thursday at 1:30 p.m.
Level: Beginner
Are you ready to build any user interface for any device? Then get
your hands on Force.com pages (Visualforce)! Join us to learn the
exciting things you can do to radically alter the user interface of
your Salesforce CRM and Force.com platform apps. All that’s
needed is a little knowledge of XML and/or HTML and a
willingness to learn, learn, learn!

56 The Cloud-Computing Event of the Year
Learn
Tracks & Sessions | Advanced Developers

advanced developers you’ll want to learn about the new bulk API. This session will
focus on how to get the most data into or updated in the least
Track Description: Ready to polish your development amount of time with high-fidelity process management.
skills? Force.com provides a powerful, real-time development Speaker: Jesper Joergensen, salesforce.com
environment in the cloud. If you already have experience
developing on the Force.com platform, the sessions in this 3:30 p.m. – 4:30 p.m. Esplanade 309
track can show you how to extend your skill set with the latest Release with Zero Impact
technologies, tools, code samples, and integration methods. Level: Advanced
Ever wonder how salesforce.com performs seamless upgrades
every release with zero impact to customers? Become the
Wednesday, November 18 next salesforce.com by learning how to do the same with your
managed package. We’ll also unveil an exciting new feature
11:45 a.m. – 12:45 p.m. Esplanade 303/305
specifically for ISVs—you won’t want to miss it!
Force.com: Platform State of the Union
Speaker: Andrew Smith, salesforce.com
Level: All
The annual Platform State of the Union provides an essential
3:30 p.m. – 4:30 p.m. Esplanade 305
update on the vision and direction of the Force.com platform.
What’s New in Force.com Code
Feature overviews, demos, and special guest presenters highlight
Level: Advanced
new Force.com technologies for developers. The session will also
Learn how to use the newest features available in Force.com
provide an overview of all the developer activities happening
code (Apex). This session provides examples of how to use the
throughout Dreamforce.
latest features and gain insight into the best practices, common
Speakers: Dave Carroll, salesforce.com; Bulent Cinarkaya,
use cases, and practical use of each new feature. As a bonus, we’ll
salesforce.com; Gregg Johnson, salesforce.com; Mary Scotton,
also highlight what you can expect to see in upcoming releases of
salesforce.com
Force.com code.
2:15 p.m. – 3:15 p.m. Esplanade 305 Speaker: Taggart Matthiesen, salesforce.com
Deep Dive with the New Force.com Platform Technology
4:45 p.m. – 5:45 p.m. Esplanade 305
(Advanced)
Architecting in the Cloud: Building Enterprise Apps
Level: Advanced
That Scale
Take a deeper look into the new Force.com platform
Level: Advanced
enhancements to be announced at Dreamforce.
The Force.com platform is the fastest way to build reliable,
Speaker: Dave Carroll, salesforce.com
high-performance cloud applications. Enterprise applications
require massive scale in the number of users, amount of data, and
2:15 p.m. – 3:15 p.m. Esplanade 309
complexity of logic. In this session, you’ll learn what you need to
Got (lots of ) Data? New Bulk API for High-Volume
build and deploy applications that can handle millions of records
Data Loading
while keeping users from waiting around.
Level: Advanced
The Force.com Web services APIs have served as the cornerstone Speakers: Anshu Sharma, salesforce.com; Lexi Viripaeff,
salesforce.com
for integration with salesforce.com and for customizing CRM,
service, and support. As with other aspects of the Force.com
platform, the APIs are still evolving and being enhanced. If you
need to move hundreds of thousands or millions of records, either
for an initial load or as part of a regularly scheduled integration,

57
Learn
Tracks & Sessions | Advanced Developers

Thursday, November 19 2:45 p.m. – 3:45 p.m. Esplanade 303
Ready to Ride the Google Wave?
11:30 a.m. – 12:30 p.m. Esplanade 305 Level: Advanced
Building Force.com Apps with Adobe Flex/AIR Be prepared for the next big thing from Google. Google Wave
Level: Intermediate aims to redefine how we collaborate and communicate on the
Building applications on the Force.com platform with Adobe Internet. This session explains how to embed Wave technology
Flex and AIR has evolved. If you’re a veteran Flex developer, to implement collaboration in your Force.com applications. We’ll
considering developing with Flex, or have never seen the ease and also look at how to leverage your business logic and data inside
power of developing amazing online and offline user experiences Wave using “Robots.” Join us and learn how to stay ahead of
using Flex and Force.com, this session is a must. Ryan Marples the innovation curve by connecting the two most successful and
will show how to take your Flex development to the next level innovative cloud-computing companies on the planet.
with some exciting new capabilities and integration options. Speakers: Dave Carroll, salesforce.com; Quinton Wall, salesforce.com
Speakers: James Ward, Adobe Systems; Nick Simha,
salesforce.com; Markus Spohn, salesforce.com

1:30 p.m. – 2:30 p.m. Esplanade 305 Friday, November 20
Best Practices for Force.com (Apex) Code: Lessons
from the Trenches 9:00 a.m. – 10: 00 a.m. Esplanade 305
Level: Intermediate Building Facebook Apps on the Force.com Platform
You can use the Java-like Force.com code (Apex) to write custom, Level: Advanced
robust business logic. Of course, there are key coding principles Social networking is an important part of the Internet landscape.
and best practices that can help you write efficient, scalable code. As the largest social networking application in the world,
In this session, you’ll learn many of the best practices for writing Facebook is a great vehicle for communicating with existing
and designing Force.com code. Plus, hear a practical discussion customers, finding new customers, and gaining new audiences
of the problems these practices address and see sample code that for your application. In this session, we’ll create a Facebook app
illustrates how to implement the practices in your solutions. from start to finish using the Force.com Toolkit for Facebook.
Speaker: Andrew Albert, salesforce.com Learn how to connect Facebook users to portal users, set up the
“plumbing” to bring your app to the Facebook platform, and
2:45 p.m. – 3:45 p.m. Esplanade 305 understand key data and security considerations.
Designing Your Apps for Commercial Success Speaker: Chris Hemphill, salesforce.com
Level: Advanced
Force.com provides a complete platform and infrastructure to 9:00 a.m. – 10:00 a.m. South 104
develop, run, and commercialize a cloud-based app. To architect Hands-On: Combining Force.com with the Adobe Flash
a great app, however, you need to create a great blueprint by Platform
answering key questions about functionality (What editions Level: Intermediate
should it support? What features should it include?) and design Get hands-on with the latest Force.com platform technology.
(Should it be a native app? Should it extend Salesforce CRM?). Learn how to bring the power of two development platforms—
Join us to learn how to answer these questions and how to apply Force.com and Adobe Flash—to your projects!
best practices when architecting on Force.com.
Speakers: Paul Deschenes, Advologix.com; Keith Nichols, Shaw
Industries Group; Sati Hillyer, salesforce.com

58 The Cloud-Computing Event of the Year
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Tracks & Sessions | Advanced Developers / IT Executives

10:15 a.m. – 11:15 a.m. Esplanade 305 it executives
Mobile CRM and Beyond: Building Mobile Apps on
Force.com Track Description: Cloud computing provides a faster, less-
Level: Intermediate expensive alternative for application development. This track is
Learn how to design, develop, and deploy mobile apps for IT managers and executives looking to understand how cloud
for Salesforce CRM and for custom apps built on the computing has fundamentally changed enterprise computing
Force.com platform. This session will explain how to leverage by offering a new standard for speed of development, TCO,
salesforce.com’s mobile client by using the mobile administration predictability, and flexibility. Learn how building and running
and configuration screens in Salesforce CRM. Plus, you’ll gain business applications on the Force.com platform can supercharge
insight about using Force.com pages (Visualforce) to develop your IT portfolio.
custom apps that seamlessly interoperate with salesforce.com’s
mobile client. Key Take-aways: Turn your IT department into a force for rapid
Speakers: Pierpaolo Bergamo, salesforce.com; Michael Kreaden,
innovation with in-depth sessions and discussions with top IT
salesforce.com; Jason McDowall, salesforce.com
thought leaders. Rapid application development, building the
business case for projects, security tips, integration tricks, and
11:30 a.m. – 12:30 p.m. Esplanade 305
Architecting in the Cloud: Choosing the Right Technologies effective change management: We’ve got all that and more. Hear
for Your Solution from innovative IT experts and gain insight into how to use
Level: Intermediate the Force.com platform to expand your IT capacity. You’ll also
It’s been said that when the only tool you have is a hammer, network with IT peers to learn how to make the cloud a game
the whole world looks like a nail. This session will compare and changer for your company.
contrast different approaches to architecting and implementing a
Force.com application. As the Force.com platform evolves, more IT Executives track brought to you by
features provide various ways to get the job done, some more
appropriate than others based on use case. Don’t let your world
Accelerating the adoption of
become a nail—come and expand your toolbox of tips and skills.
the cloud
Speakers: Glenn Weinstein, Appirio, Inc.; Rick Cummings, Idearc
Media LLC

Wednesday, November 18
11:45 a.m. – 12:45 p.m. North 120
Cloudsourcing: The Next Phase of Cloud Computing
TIP: Don’t miss the Force.com Developer
Hackathon on Wednesday at 5:45 p.m. in Level: All
the Force.com Zone. Cloudsourcing combines traditional outsourcing with the
tangible benefits of cloud computing, giving organizations a way
to lower IT costs while establishing a better-integrated, more
elastic foundation for their businesses. Join Appirio to learn
how this next phase in cloud computing can (and will) affect
your business and how forward-looking enterprises can use
cloudsourcing today to drive better business results.
Speaker: Chris Barbin, Appirio, Inc.

59
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11:45 a.m. – 12:45 p.m. Esplanade 300 from actual customers, review three-year total cost of ownership
Defining the Cloud: Gartner Explains What the Cloud Means models, and see how the cloud can speed up development time
for Enterprise IT across every stage of your application development project.
Level: All Speakers: Stephen Hendrick, IDC Global; Ian Gotts, Nimbus
The cloud is transforming enterprise IT by redefining enterprise Partners Ltd.
strategy, architecture, and custom application development. Come
hear Yefim Natis, vice president and Gartner distinguished analyst, 4:45 p.m. – 5:45 p.m. North 125
explain these trends. Natis is the primary author of several relevant Developing an ERP System in the Cloud
Gartner Magic Quadrants and the “Who’s Who in Application Level: All
Platforms for Cloud Computing” as well as an expert in enterprise See how Vetrazzo, a leader in green building products, developed
software infrastructure, application servers, platform suites, and a fully functioning ERP system (including inventory and order
integration middleware. In this session, Natis will highlight key management, production planning, and forecasting) on the
platform vendors and how the cloud fits into their IT strategy. Force.com platform in less than 6 months, with limited company
Speaker: Yefim Natis, Gartner, Inc. resources and only a consulting developer and a project manager.
This session covers the development process, demonstrates the
2:15 p.m. – 3:15 p.m. Esplanade 307 capabilities implemented, and discusses lessons learned during
Build Apps 5 Times Faster with Force.com the development.
Level: All Speakers: David Claiborne, The Claiborne Company; Carrie
App building at warp speed? Join us to learn how to easily build Lande, Vetrazzo, LLC; James Sheppard, Vetrazzo, LLC
and deploy powerful applications using the Force.com platform
for building, deploying, and managing cloud apps. And no, you Thursday, November 19
don’t have to be a programmer or developer to join the revolution:
Just point and click your way to this session. 7:30 a.m. – 8:30 a.m. Esplanade 307
Speaker: Mark Warren, 20/20 Communication, Inc. Running IT in the Cloud
Level: All
3:30 p.m. – 4:30 p.m. Esplanade 307 We’ve been there, done that. Come learn about salesforce.com’s
What Applications Are Right for the Cloud? IT success in leveraging the Force.com platform, integrating the
Level: All back office, supporting a global enterprise, and managing the IT
Choosing the right applications to build in the cloud is a critical portfolio and ecosystem in the cloud.
first step in the building process. Join us to learn about the many Speakers: Russ Nelson, salesforce.com; Jeff Smits, salesforce.com;
types of applications other customers have built in the cloud and Kirsten Wolberg, salesforce.com
pick up best practices for selecting your first application project.
Speaker: Lynette Hughes, British Columbia Lottery Corporation 11:30 a.m. – 12:30 p.m. Esplanade 307
Security in the Cloud: Protecting Your Business
4:45 p.m. – 5:45 p.m. Esplanade 307 with the Cloud
Build the Business Case for Force.com: Prove the ROI and Level: Intermediate
TCO of the Cloud There is no finish line to building the right security, and our
Level: All customers’ security is the foundation of success. Join this hard-
In today’s economy, no project can be approved without an hitting session to learn best practices for ensuring data integrity
airtight business case. Come hear the latest research from IDC on and systems security in your organization.
how to estimate the time and cost of building apps in the cloud Speaker: Jim Cavalieri, salesforce.com
versus on-premises environments. Hear real-world examples

60 The Cloud-Computing Event of the Year
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Tracks & Sessions | IT Executives

TIP: Attend Thursday’s
Birds-of-a-Feather Lunch by Vertical
North Hall D, 12:30–1:30 p.m.

11:30 a.m. – 12:30 p.m. North 125 1:30 p.m. – 2:30 p.m. North 132
Using the Cloud Delivery Factory to Improve Cloud-Based E-commerce
Business Performance Level: All
Level: All E-commerce based on the Force.com platform is now a reality.
Is your IT application backlog too backlogged? Does your Hear how LI-COR Biosciences improved the e-commerce
application portfolio have more applications than you have capabilities of its legacy Web site to capture increased market
employees? Do you need to lower your IT budget and still do more share for consumables and create a mechanism to up-sell
with less? Learn how Accenture’s industrialized cloud delivery and cross-sell. Then learn how EDL Consulting deployed
factory can propel you into the cloud faster and more cost-effectively CloudCraze, the first e-commerce app developed natively on
using four key steps. Find out how rationalizing, re-platforming, or Force.com, to create a flexible, infinitely scalable e-commerce
migrating your applications or backlog to the Custom Cloud can solution for LI-COR.
make a enormous impact on your business today. Speakers: Brian Gillespie, EDL Consulting, LLC; Sean Harrison,
Speakers: Brandi Rajski, Accenture; Luke von Schreiber, Accenture LI-COR, Inc.

1:30 p.m. – 2:30 p.m. Esplanade 307 1:30 p.m. – 2:30 p.m. North 125
Bring Your Application Projects to Life: Release Management IT Management from the Cloud
with Force.com Level: All
Level: Intermediate Today’s cloud-based services address a wide range of IT
Learn how to automate the process of moving from development development and management challenges. Everything, in fact,
to production environments. We’ll focus on development from managing the development of breakthrough apps or the
lifecycle management, packaging and code promotion, and rollout of salesforce.com across the enterprise to providing single
sandbox migration. Hear best practices for managing multiple sign-on for a panoply of cloud-based and on-premises systems.
development environments, packaging applications, and moving Join this session to hear how CA, the largest independent IT
to production. Plus, learn how new Force.com technologies management software company, is partnering with salesforce.com
expedite and simplify the release management process. to deliver IT management from the cloud.
Speakers: David Brooks, salesforce.com; Mindy Lieberman,
salesforce.com; Jon Plax, salesforce.com
1:30 p.m. – 2:30 p.m. North 120
The Integration Cloud: The Foundation for SaaS Success
1:30 p.m. – 2:30 p.m. West Mezzanine 250
Level: All
Building Your Global Cloud Strategy for Competitive
Integration is often cited as the top challenge to adoption of
Breakthroughs
cloud-based applications. Join Informatica for an interactive
Level: All
presentation with best practices from CIOs and system
Is your organization evaluating a full-scale enterprise rollout of
integrators who have turned integration into an opportunity
cloud computing? This session will walk through the elements
for SaaS growth and success. Find out what to look for in a
needed for a robust cloud strategy—and the road map to get your
cloud integration solution and ensure you’re building your cloud
organization there. You will learn best practice methodologies,
strategy on the right foundation.
approaches, and lessons learned from IBM’s global experience
Speakers: Tony Young, Informatica; Mark Silber, Qualcomm Inc.;
in implementing cloud strategies at some of the most complex
Stephen Brown, Telegraph Media Group Limited; Jeff Kaplan,
organizations in the world. The session will also cover corporate
THINKStrategies
governance and risk mitigation strategies that all companies need
to consider before they begin.

61
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Tracks & Sessions | IT Executives

2:45 p.m. – 3:45 p.m. Esplanade 307 10:15 a.m. – 11:15 a.m. Esplanade 307
CIO Roundtable IT Success with Agile Development Processes
Level: All Level: All
Join us for a discussion with top IT thought leaders about Agility rules! This session shows you how salesforce.com’s
maximizing the value of the Force.com platform for your SCRUM process lets us deliver rapid innovation in record time.
development organization. Hear insights and best practices on Walk away with the know-how you need to use this development
how to automate critical business processes, integrate with other methodology to accelerate your IT project success.
systems, and improve your partnership with business users. Speakers: Nicola Dourambeis, salesforce.com; Steve Greene,
Speakers: Belinda Rodman, Advent Software Inc.; Daniel Flax, salesforce.com; Kirsten Wolberg, salesforce.com
Cowen and Company, LLC.; Doug Menefee, Schumacher Group;
Jane Moran, Thomom Reuters Markets; Kirsten Wolberg, 11:30 a.m. – 12:30 p.m. Esplanade 307
salesforce.com Integrate Force.com with the Rest of Your Environment:
Integration Best Practices
2:45 p.m. – 3:45 p.m. North 125 Level: Intermediate
Mobile Roundtable: Success Stories from the Trenches Integration should be the least of your implementation
Level: All challenges. This session will explain how the Force.com platform
Join us to hear invaluable lessons from highly successful customers lets you integrate with your back-office and ERP applications
who took their companies mobile using Salesforce CRM and using Web services and repeatable design patterns. Hear real-life
AT&T’s mobility solutions. Find out what worked brilliantly examples of IT success in integrating Force.com applications
(and not so brilliantly), and how you can experience the same with ERP solutions such as Oracle and SAP.
productivity gains, reduced costs, and increased adoption. It’s real Speakers: Mike Bene, Advent Software Inc.; Luke Leonhard,
advice from real mobile customers you won’t want to miss! Brady Corporation; Michael Venturelli, Thomson Reuters Markets
Speakers: Mandy Pearson, Ameritox LTD; Will Stacy, Santander
Consumer USA; Kevin Buttrey, Shaw Hospitality Group; Jim
Malloy, Unitek Miyachi Corporation; Ethan Alexander,
salesforce.com; Timothy Finkbeiner, salesforce.com

Friday, November 20
9:00 a.m. – 10:00 a.m. Esplanade 307
7 Steps to a Successful Enterprise Architecture with the Cloud
Level: Intermediate
How can you insert the cloud into your enterprise architecture to
reduce costs while increasing strategic agility? Join us for practical
lessons on how to effectively evolve your IT architecture to take
advantage of key cloud design principles and see road maps from
those who’ve successfully done it before.
Speakers: Doug Menefee, Schumacher Group; Yeuk Yuan,
salesforce.com

62 The Cloud-Computing Event of the Year
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Tracks & Sessions | Backstage Pass

Backstage Pass 1:30 p.m. – 2:30 p.m. Force.com Theatre
Behind the Scenes: Lessons Learned Building Our Own
Track Description: Tech folks unite! This track will provide Force.com Sites
unique insights into the Force.com platform—delivered by some Level: Intermediate
of the top architects, engineers, and leaders in salesforce.com’s Learn about some of salesforce.com’s public sites built on top of
platform group. You’ll learn about the underlying infrastructure, Force.com, such as the partner portal, Developer Force, and the
the application architecture, and the complete development AppExchange. In this session, the app development teams will
process. discuss how they constructed the apps and what challenges they
encountered along the way, and then answer audience questions.
Key Take-aways: Hold on to your hats! This track features Speakers: Bulent Cinarkaya, salesforce.com; Ryan Ellis,
nonstop best practices, tips, and techniques to give you the salesforce.com; Jon Mountjoy, salesforce.com; Ed Park, salesforce.com
deepest insight into how the platform works behind the scenes.
This is your chance to interact with salesforce.com’s development Friday, November 20
teams and pick up the latest-and-greatest best practices for
9:00 a.m. – 10:00 a.m. Force.com Theatre
enterprise development on Force.com.
Behind the Scenes at Salesforce.com: Delivering 3 Major
Releases a Year
Level: All
Wednesday, November 18
What does it take to consistently deploy major releases to more
2:15 p.m. – 3:15 p.m. Esplanade 308 than 1.5 million users several times a year? Back by popular
A Look Inside the Force.com Infrastructure demand, this session introduces the salesforce.com R&D team
Level: All responsible for the internal agile development programs and
This session will provide a peek inside the technical operations processes that delight end users with hundreds of new features
team, processes, and technologies that run the Force.com global every year with amazing predictability. We’ll take a look at how
infrastructure. We’ll cover the architecture and best practices that salesforce.com applies the SCRUM, XP, and agile methodologies,
ensure a highly available and scalable platform that delivers more principles, and tools to support their product development cycles.
than 200 million page views per day. Speakers: Eric Bezar, salesforce.com; Chris Fry, salesforce.com; Steve
Speaker: Claus Moldt, salesforce.com Greene, salesforce.com; Rajani Ramanathan, salesforce.com; Jason
Winters, salesforce.com; Brian Zotter, salesforce.com

Thursday, November 19 11:30 a.m. – 12:30 p.m. Esplanade 309
11:30 a.m. – 12:30 p.m. Esplanade 309 Meet the Force.com Platform Development Team
Behind the Scenes: Salesforce.com Chief Technology Officer Level: All
on Cloud Architecture This Q&A panel will give you the opportunity to meet the core
Level: Intermediate architects and development engineers who built the Force.com
For more than 10 years, salesforce.com has been innovating in platform. Come prepared with your toughest technical questions
multitenant cloud-computing architectures. In this session, our and see if you can stump the panel!
Chief Technology Officer will give you a behind-the-scenes look Speakers: Doug Chasman, salesforce.com; Kedar Doshi,
at how the Force.com platform represents a new standard for salesforce.com; Simon Fell, salesforce.com; Mark Fischer,
enterprise application development. salesforce.com; Chris Fry, salesforce.com; Steven Tamm,
salesforce.com; Simon Wong, salesforce.com
Speaker: Craig Weissman, salesforce.com

63
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Tracks & Sessions | Partner Success

partner success 11:45 a.m. – 12:45 p.m. Force.com Theatre
The Fastest Path to the Cloud: Salesforce.com’s ISV
Track Description: There’s never been a better time to build Partner Program
a business in the cloud! Salesforce.com helps partners develop, Level: All
deploy, and market commercial applications quickly and Build your cloud company on the same technologies that power
profitably around technologies like Force.com. This track shows salesforce.com’s applications: the Force.com platform. Come
you how to translate your innovation into a real revenue stream, hear an overview of the salesforce.com ISV Partner Program,
covering key building blocks such as business planning, fund- including technology resources and the go-to-market advantages
raising, distribution options, sales and marketing best practices, of joining the world’s largest cloud-computing ISV ecosystem.
legal advice, and more. Speakers: Sam Mukherjee, ServiceMax, Inc.; Indrajit Sen,
salesforce.com
Key Take-aways: This action-packed track gives you the inside
2:15 p.m. – 3:15 p.m. Force.com Theatre
scoop on program and product updates to accelerate your
7 Secrets of Cloud Startup Success
business. Learn about salesforce.com’s partner programs and
Level: All
benefits, then meet fellow entrepreneurs, VCs, industry leaders,
So you want to start a cloud company, but don’t know how to
and salesforce.com partner teams. You’ll leave with a briefcase begin? Running a company in the cloud isn’t like running a
full of best practices from experts including top partners and traditional software company. How do you take advantage of the
entrepreneurs. cloud model to effectively build your business? Join us to learn
how salesforce.com successfully pioneered cloud computing, and
take home valuable tools and ideas to apply to your own company.
Wednesday, November 18 Speakers: Ted Elliott, Jobscience Inc.; Mark Trang, salesforce.com
11:45 a.m. – 12:45 p.m. Esplanade 308
Consulting in the Cloud: Salesforce.com’s Consulting 3:30 p.m. – 4:30 p.m. Force.com Theatre
Partner Program From Garage to Glory: Insider Tips and Techniques
Level: All from Top ISV Partners
Cloud computing is transforming the way your customers think Level: All
about IT investments and run their businesses. But what makes Build a killer app around salesforce.com technologies. Market
it different from traditional application development? And how to customers on the AppExchange. Generate real revenues and
can you take advantage of this huge market opportunity? Learn grow your business. Intrigued? Join us to learn from a panel of
how partnering with salesforce.com will give you a proven path to top developers and partners who have done all three. They’ll
success and a blueprint for delivering cloud solutions. share their stories and secrets of building a cloud company as a
Speakers: Adam Caplan, Model Metrics; Mark Trang, salesforce.com salesforce.com partner.
Speakers: Kirk Krappe, Apttus; Glenn Wilson, CRMFusion Inc.;
Jeremy Roche, FinancialForce.com; Bob Morrell, Riskonnect, Inc.;
Christopher Cabrera, Xactly Corporation; Jaywant Rao,
salesforce.com

64 The Cloud-Computing Event of the Year
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Tracks & Sessions | Partner Success

4:45 p.m. – 5:45 p.m. Esplanade 309 1:30 p.m. – 2:30 p.m. Esplanade 308
Cloudonomics 101: Creating a Financial Plan for Your Sell Like Salesforce.com: Tools and Best Practices for Partners
Force.com Business Level: All
Level: All Building an innovative app or service isn’t enough to be
Looking to build a business plan for your cloud company, but successful in the cloud. You also need to sell. Hear directly from
don’t know how to create the right financial model? This session salesforce.com’s sales productivity teams as they share the latest
features best practices and actionable tips from cloud finance tools and strategies to help you compete better, win more deals,
experts and investors on what financial metrics matter—and and generate more revenue.
how they affect your business plan, ability to raise capital, and
long-term profitability. Friday, November 20
Speakers: Philippe Botteri, Bessemer Venture Partners; Byron
Deeter, Bessemer Venture Partners; Mark Trang, salesforce.com 9:00 a.m. – 10: 00 a.m. Esplanade 309
Salesforce.com’s Platform Vision: A Sneak Peek for
Thursday, November 19 Commercial Partners
Level: All
7:30 a.m. – 8:30 a.m. Force.com Theatre Understanding the changes and enhancements we’re making to
Maximize Your Revenues: Market and Deliver Your Solutions Force.com is critical to your success as a partner and developer. Join
on the AppExchange salesforce.com’s platform product team as they cover major planned
Level: All initiatives and the enhancements that lie ahead for Force.com.
Plug into the largest marketplace for cloud-computing apps in Speaker: David Brooks, salesforce.com
the world! Join us to learn how to accelerate the distribution
of your cloud applications and services to the world’s largest 10:15 a.m. – 11:15 a.m. Esplanade 309
ecosystem of customers via the AppExchange. This session From the Front Line: Secrets to Success from Top
will cover best practices for publishing solutions and growing a Consulting Partners
business on the AppExchange. Level: All
Speakers: Gretchen DeKnikker, Genius.com, Inc.; Pelin Wood, Ready to deliver innovative solutions to customers while growing
InsideView; David Dahlberg, Model Metrics Inc. a services business using the cloud-computing model? No
problem! Join us to learn from a panel of top consulting firms
11:30 a.m. – 12:30 p.m. Force.com Theatre that have evolved from traditional systems integrators to leaders
Market Like Salesforce.com: Best Practices and Tools that are helping to transform our industry to cloud computing.
for Partners Speakers: Josh Holtzmand, American Data Company; Mike
Level: All Epner, Appirio, Inc.; Greg Kaplan, Bluewolf; Kim Peterson,
Building a killer app or service isn’t enough to be successful in Deloitte Consulting LLP; Martin Moran, salesforce.com
the cloud. You also need to build awareness and demand for your
solutions. Hear directly from salesforce.com’s marketing teams as
they share the latest tools and strategies to help you deliver the
right message to the right audience to drive a fantastic pipeline.
Speaker: Monica Norton, salesforce.com

65
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Tracks & Sessions | Financial Services

financial Services 4:45 p.m. – 5:45 p.m. West Mezzanine 254
Banking on the Power of the Cloud
Track Description: The financial services industry has never been Level: All
more ripe for change. Dreamforce provides a forum to discuss Hear how commercial and retail banks of all sizes—from regional
how cloud-computing technologies will enable the innovation institutions to community banks—are using Salesforce CRM
and transformation the industry needs. and the Force.com platform to improve customer service, reduce
infrastructure costs, and improve cross- and up-sell capabilities.
Key Take-aways: Meet financial services colleagues who share Speakers: Gary Pepera, Citizens Bank of Rhode Island; Rick Davis,
similar challenges and are forging solutions with Salesforce SunTrust Banks Inc.; Chris Carlisle, TD Bank
CRM and Force.com. Discuss industry best practices,
differentiation strategies, and fresh ideas about how to leverage 4:45 p.m. – 5:45 p.m. North 123
Insurance User Group: Happy Birthday!
your salesforce.com investment to win more deals, retain and
Level: All
delight customers, and streamline your business in the cloud.
We’re marking the first anniversary of the virtual user group
launch with a live meeting! Even if you haven’t attended the
Wednesday, November 18 quarterly virtual meetings, come network with your peers and
discuss what you’d like to get out of the group as it enters its
11:45 a.m. – 12:45 p.m. West Mezzanine 254 second year. Hear customer speakers from AIG, Delta Dental,
Breaking the Mold: Transform the Customer Service and Liberty Mutual. Plus, learn how salesforce.com’s Peter Coffee
Experience in the Cloud thinks “platform as a service” is revolutionizing the design and
Level: All deployment of enterprise software. Share salesforce.com’s vision
Innovative financial services companies of all sizes and stripes for the Custom Cloud!
leverage cloud computing to improve service across channels. Speakers: James Ryan, American International Underwriters Corp.;
We’ll discuss how call center solutions, embedded CTI, Web sites Kevin Edelmann, Delta Dental Plan Of Michigan; Dora Abbatine,
and portals, a knowledge base, and social media integration are Liberty Mutual Insurance Company; Peter Coffee, salesforce.com
raising the bar for customer service.
Speaker: Shreyas Shah, TD AMERITRADE Retail 4:45 p.m. – 5:45 p.m. West Mezzanine 250
Transforming Capital Markets: How Force.com Is Changing
2:15 p.m. – 3:15 p.m. West Mezzanine 254 the Game
Improving Carrier-Agency Interaction in the Cloud Level: All
Level: All Innovation station! See examples of custom applications built
Insurance companies across P&C, life, annuity, and health are in the cloud by capital markets customers: research distribution
getting closer to their intermediaries with the real-time cloud. portals, fund-raising applications, and investor relationship
Join this session to hear how they’re leveraging salesforce.com portals. Even if you’re not in capital markets, this is a session to
to drive and measure channel success. Even if your distribution see!
channel is captive, you’re bound to gain new insights about using Speakers: Kent Larson, Macquarie BFS; Bill Santo, SMH Capital,
CRM and PRM tools to better manage agencies and producers. LLC
Speakers: Lynn Faherty, Hartford P&C; Deborah Sternberg,
Starmount Life Insurance Company, Inc.; Dan Hickey, salesforce.com

66 The Cloud-Computing Event of the Year
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Thursday, November 19 Friday, November 20
7:30 a.m. – 8:30 a.m. North 123 9:00 a.m. – 10:00 a.m. West Mezzanine 250
Unleash The Power of Integration: Data Aggregation Quickly Deploy Web 2.0 Sites and Portals for Customers
Drives Value and Partners
Level: All Level: All
We all know that users want all the data they need at their Where are your prospects, customers, and partners? On the
fingertips. In this session, learn how integrating third-party and Internet. And we put you there. Learn how fully integrated,
back-office systems to bring more data into your Salesforce real-time portals and Force.com sites harness the power of your
CRM applications can improve workflows, business intelligence, existing Salesforce CRM system to create a dynamic customer
and drive more informed and streamlined decision-making. experience and unified view for partners.
Speakers: Julie Cataudella, Deutsche Bank Brokerage Corp.; Adam Speakers: Jonathan Snyder, Dreambuilder Investments LLC; John
Sokolic, National Retirement Partners; Robert Linz, ThinkTech, Inc. Reagan, FICO

11:30 a.m. – 12:30 p.m. North 120 9:00 a.m. – 10:00 a.m. NORTH 125
How the SaaS Revolution Is Improving Insurance Best Practices from the Buy Side
Distribution Level: All
Level: Advanced Learn how buy-side firms like institutional investors, asset
Insurance companies are focused on transforming and improving managers, wholesalers, and funds of funds are leveraging cloud-
their distribution channels. For those impatient for results, based solutions to manage prospecting and investor relations. Join
Salesforce CRM helps streamline sales processes and the delivery this session to hear buy-side tips for gaining real-time insight into
of new capabilities to captive, independent, and direct sales fund activity and streamlining reporting. You won’t want to
channels with a much lower up-front investment. Join Deloitte to miss it!
learn how to create the “model” insurance company and support it Speakers: Nancy Beusekom, RiverSource Investments, LLC
with effective technology that the sales channels will embrace.
Speaker: John Peto, Deloitte 10:15 a.m. – 11:15 a.m. North 124
The Producer Revolution: How Insurance Intermediaries
2:45 p.m. – 3:45 p.m. West Mezzanine 250 Leverage the Cloud
Cloud Innovation: Build Custom Insurance Applications Level: All
5X Faster at Half the Cost Cloud computing has put the power of innovation into the hands
Level: All of everyone! Learn how Salesforce CRM and Force.com give you
Want to check out the insurance companies that have taken purpose-built tools for your unique sales and service needs, and
Force.com to a new level? Join this session to see examples of how marketing tools leverage your agility as a broker or agency to
complex insurance-specific apps built on the platform, such differentiate yourself.
as end-to-end claims management, and agency recruiting and Speakers: Eji Maxilom, Independent Career Agency; Roper
communications. Hear about the business cases that drove the DeGarmo, Signature Personal Insurance; Erik Roll, Starr Marine
development of these apps. Anyone considering developing Agency NY; Erik Yewell, salesforce.com
financial services custom cloud applications shouldn’t miss this
session!
Speakers: Scott Capurso, MassMutual; Gareth Bridge, Sovereign
Ltd.; Deborah Kuklis, salesforce.com

67
Learn
Tracks & Sessions | Healthcare & Life Sciences

healthcare & Life Sciences Thursday, November 19
Track Description: Want to know how your healthcare and life 7:30 a.m. – 8:30 a.m. West Mezzanine 250
sciences colleagues are using Salesforce CRM? Learn best practices No More Paper: Increase Profit and Innovation by Moving
and see big ideas from customers that are using cloud computing Processes to the Cloud
to increase innovation, drive sales, and provide better care. Level: All
Drowning in paper? You aren’t alone. Healthcare and life sciences
Key Take-aways: Hear how other customers have used the Sales organizations are notorious for saving lives and killing trees.
Manual processes are costly, error-prone, and inefficient. This
Cloud, Service Cloud, and Custom Cloud to address challenges
session shows how you can move those paper-based processes to
in the healthcare and life sciences industries. Network with others
the cloud.
who are committed to improving health and wellness. Learn how
Speakers: Ryan Smith, Cigna Dental Companies; Vicky Romero,
to help your organization do more with less.
Schumacher Group; Michael Lopez, salesforce.com

Wednesday, November 18 Friday, November 20
11:45 a.m. – 12:45 p.m. West Mezzanine 250 10:15 a.m. – 11:15 a.m. West Mezzanine 270
Custom Cloud Innovation in Healthcare and Life Sciences Managing by the Metrics: Moving Your Organization from
Level: All Art to Science
Ready to broaden the scope of what you thought was possible Level: All
with the Force.com platform? Join us to see how innovative Your organization doesn’t guess when it comes to delivering
healthcare and life sciences companies are building custom life-saving products and treatments—so why does it guess when
applications that help them become more productive without it comes to key performance indicators (KPIs)? Our panel of
the high cost of traditional software development. Hear from reporting and dashboarding scientists share best practices for
the experts what it takes to build the applications, and take away using custom objects and analytics to measure all aspects of
valuable insights for your own development projects. their businesses, including tough-to-track areas like outcomes,
Speakers: Pamela Bowen, Crescent Healthcare Inc.; Chris compliance, and satisfaction. Learn practical techniques and change
O’Connor, Genentech Inc.; Simon Church, salesforce.com management tips for taking the guesswork out of your business.
Speakers: Paul Stevenson, AMERIGROUP Corporation; Robert
2:15 p.m. – 3:15 p.m. West Mezzanine 250 Bennett, Family Service Agency of San Francisco; Don Lamping,
Improve the Health of Your Business by Becoming Zimmer; Glenn Braunstein, salesforce.com
Service-Oriented
Level: All 11:30 a.m. – 12:30 p.m. North 123
Think customer service in healthcare and life sciences is an The Doctor Will See You Now: Maximizing Influence
oxymoron? Think again! Learn how our customer panel of service with Physicians
experts use the Service Cloud to make their organizations more Level: All
customer-centric. Take away tips that will help you delight your Do physicians influence your biopharma, medical device, or
customers, your compliance team, and your CFO. services business? Wouldn’t it be nice if your products and
Speaker: Jonathan Stern, Inverness Medical Innovations, Inc. services were part of the doctor’s orders? Learn how healthcare
and life sciences companies are using the Sales Cloud to manage
physician relationships, track influence, and measure results.
Speakers: Brian Borchardt, Scott and White Memorial Hospital and
Scott, Sherwood, and Brindley Foundation; Tom Arena, Carilion Health
System; Tara Condon, Genzyme Biosurgery; Paul Thole, salesforce.com

68 The Cloud-Computing Event of the Year
Learn
Tracks & Sessions | Media & Communications

media & communications 4:45 p.m. – 5:45 p.m. West Mezzanine 270
Improving Bundling and Competitiveness in
Track Description: This track features sessions, training, speakers, Media & Communications
and events for attendees from the media and communications Level: All
industries. We’ve got the latest industry news, strategies, and ideas Hear industry leaders discuss the strategies and technologies
to get you thinking. Learn how you can use cloud computing to they use to tackle the fundamentals, innovate faster than the
win more business, keep more customers, and do more with less! competition, use bundling effectively, and reduce subscriber
churn. And don’t forget to bring your questions!
Key Take-aways: Learn how to use cloud computing to solve Speakers: Mick Hegarty, BT Group PLC; Chad Rycenga, Charter
your most pressing business challenges. Hear powerful new ideas Communications Inc.; Katrina Conn, Datrain Media; Tony Beller,
salesforce.com
from industry thought leaders and salesforce.com experts—and
then put your plans into action with hands-on training.
Thursday, November 19
Media & Communications track brought to you by
7:30 a.m. – 8:30 a.m. North 124
Taking Your Cloud-Computing Implementation to
Bluewolf - Success Guaranteed. Phase 2 and Beyond
Level: Intermediate
Your first salesforce.com application is up and running
Wednesday, November 18 successfully. What’s next? Join this session to hear from
companies with tons of experience running cloud applications in
11:45 a.m. – 12:45 p.m. West Mezzanine 270
their businesses. You’ll hear how they built on their initial success,
Creating an Enterprise Cloud Strategy in Your
took advantage of the skills and experience gained from their
Media Company
investment of time and resources, and put governance in place
Level: All
to ensure controlled growth. If you want to know how to move
Hear how salesforce.com customers have created an enterprise
forward with cloud computing in your company, this is a session
cloud-computing strategy for their companies. Some started on
you won’t want to miss!
the whiteboard, others started when multiple deployments were
consolidated. These customers have seen it all—and have lived to Speakers: Paul Eide, Sprint Nextel Corporation; Tara House Jaffe,
The New York Times Company; Mike Flint, salesforce.com
talk about it!
Speakers: Eric A. Johnson, NBC Universal Inc.; Gregg Vivolo,
2:45 p.m. – 3:45 p.m. West Mezzanine 270
The New York Times Regional Newspaper Group; Alice Dobrow,
Time Inc.; Rob Innes, Time Inc.; Nick Riitano, salesforce.com Rethinking Customer Service in the Media &
Communications Industry
Level: All
Some firms now handle traditional customer service in a new
way. In this session, learn how firms are innovating their customer
service programs and initiatives to better serve their customers
and become more competitive.
Speakers: Martin Marcinczyk, Comcast Cable Communications
Management LLC; Chris Stening, Easynet Connect & UK Online;
Arjen Berendsen, Easynet Global Services USA; Douglas Porter,
salesforce.com

69
Learn
Tracks & Sessions | Media & Communications / High Tech

Friday, November 20 High Tech
10:15 a.m. – 11:15 a.m. North 120 Track Description: Salesforce.com is a global standard for
Energizing Your Deployment with Integration high-tech companies, and in this track you’ll learn how leading
Level: Intermediate hardware, software, and semiconductor companies are leveraging
Salesforce.com is a game changer, but how do you link it to Salesforce CRM and the Force.com platform to achieve success
your other systems? Join this session to learn what top media in the cloud.
and communications companies think is required for a phase 1
integration. You’ll also hear about their experiences in setting up
Key Take-aways: Network with your high-tech peers and share
and delivering multiple-phase integration plans. Get tips from
ideas: Gain insight to help you increase your momentum and
the experts in your space!
revenues with the Sales Cloud. Hear tips about how to engage
Speakers: Karen Lee, Standard & Poor’s; Dave Weller, Thomson
Reuters Markets; Fred Kufner, salesforce.com with and delight your customers in social media outlets or in your
call center with the Service Cloud. And learn how to transform
11:30 a.m. – 12:30 p.m. North 120 your organization by implementing best practices and using the
Custom Cloud Apps for the Media & Force.com platform.
Communications Industry
Level: All
Build media and communications apps 5 times faster at half the Wednesday, November 18
cost. Hear how custom cloud-computing apps are helping media 2:15 p.m. – 3:15 p.m. West Mezzanine 270
and communications firms become more agile and rapidly solve Getting It Right: The Keys for Successful
critical business problems. High-Tech Deployments
Speakers: Adam Pricer, Time Warner Cable; Eric Kintzer, Yahoo!; Level: All
Andrew Mastropietro, salesforce.com Are requirements, change requests, and competing priorities
creating chaos for your team? High-tech companies know a
lot about technology, but when it comes to cross-functional
execution, sometimes they don’t know where to start. IT
management software solutions provider, CA will share how it
developed their best in class governance model. You will learn
tangible steps for how to create a successful, scalable model for
deployment and beyond.
Speakers: Irene Von Toussaint, CA; Andre Pimentel, CA

Thursday, November 19
7:30 a.m. – 8:30 a.m. North 125
Achieving a Global Transformation: Yes, It’s Possible!
Level: Beginner
Need to achieve global transformation in months, not years? Is
your organization changing priorities and players midstream?
If these scenarios sound familiar, this is your session. Join us to

70 The Cloud-Computing Event of the Year
Learn
Tracks & Sessions | High Tech / Professional Services

learn how high-tech leaders from BMC Software and Seagate professional Services
Technology have achieved global transformations like these.
You’ll leave prepared to drive change in your company. Track Description: Want to know how your colleagues in
Speakers: Burke Butler, BMC Software, Inc.; Parijat Sharma, professional services and business services firms are using
Seagate Technology LLC; John Esposito, salesforce.com Salesforce CRM and the Force.com platform? Learn best
practices and see big ideas from customers that are using cloud
Friday, November 20 computing to increase innovation, drive more business, and
deliver world-class services.
9:00 a.m. – 10: 00 a.m. West Mezzanine 270
Salesforce for Semiconductors: Optimizing Design Wins Key Take-aways: Hear how other firms in consulting, research,
and Maximizing Throughput staffing, business process outsourcing (BPO), and other business
Level: All
and professional services have used the Sales Cloud, Service
The complex semiconductor world is wrought with challenges,
Cloud, and Custom Cloud to transform their businesses.
but you can harness best practices to reap big rewards. In this
Network with others who face the same challenges you do. You’ll
session, you’ll hear from experts and customers as they share real-
learn how to help your organization do more with less.
world experiences and provide recommendations, so you can start
making dramatic changes in your organization today.
Speakers: Cheryl O’Connor, Analog Devices, Inc.; Claudia Thursday, November 19
Innes, Fairchild Semiconductor Corporation; William Yam, Maxim
Integrated Products Inc. 7:30 a.m. – 8:30 a.m. West Mezzanine 254
Run Your Professional Services Business in the Cloud, Part I
10:15 a.m. – 11:15 a.m. West Mezzanine 250 Level: All
Got KCS? Delivering a Knowledge-Centered Support Model Now, you can run your entire professional services business in
for High-Tech Customers the cloud. See how a leading services firm uses salesforce.com
Level: All and other cloud-computing solutions to nurture leads and drive
Knowledge-centered support (KCS) has quickly become the business development; connect sales opportunities, projects,
standard in high-tech service centers—but are you ready for it? people, and financials; and support services functions with custom
What does that mean for your customers and agents? Come applications for recruiting, HR, and more.
and learn how you can create and deliver a KCS-focused Speakers: Kirk Crenshaw, Appirio, Inc.; Mike Epner, Appirio,
support process to the delight of your customers and service Inc.; Glenn Weinstein, Appirio, Inc.; Adam Nichols, salesforce.com
representatives.
Speakers: Todd Hathhorn, ACI Worldwide, Inc.; Chris Chatfield, 11:30 a.m. – 12:30 p.m. North 124
Qualcomm Inc.; Amanda Roberts, Stone Cobra; Russell Glover, Run Your Professional Services Business in the Cloud, Part II
salesforce.com; Kevin Knickrehm, salesforce.com Level: All
Traditional enterprise applications focus on inventory and
transactions, not the people and projects at the heart of a services
organization. In this session, a top-tier services organization will
show how managing services resource planning with Appirio’s PS
Enterprise product helped grow its business by getting the right
people on the right projects for successful delivery to customers.
Speaker: Narinder Singh, Appirio, Inc.

71
Learn
Tracks & Sessions | Professional Services / Manufacturing & Retail

Friday, November 20 manufacturing & Retail
10:15 a.m. – 11:15 a.m. North 125 Track Description: Interested in knowing how other
Beyond Sales: The Custom Cloud for Professional Services manufacturers and retailers are managing their businesses
Level: All with Salesforce CRM? Stop by these sessions to hear how
Think outside the box. Look beyond business development and other companies have addressed industry challenges with
see how industry leaders are using custom Force.com applications cloud computing.
for non-conventional uses to drive innovation and collaboration
while lowering costs.
Key Take-aways: Learn tips and tricks for using the Sales Cloud,
Speaker: Jeff Christofis, Kelly Services Inc.
Service Cloud, and Custom Cloud to drive efficiencies in your
manufacturing business and keep every customer returning to your
11:30 a.m. – 12:30 p.m. North 125
retail stores. Talk shop and network with people in your industry.
Small Firms, Big Clients: Salesforce CRM As Your
Competitive Advantage
Level: All
Thursday, November 19
Small businesses are using salesforce.com to beat competitors
many times their size and take down big clients on a global 7:30 a.m. – 8:30 a.m. West Mezzanine 270
scale. Come learn how savvy companies are leveraging Salesforce Manufacturing Custom Clouds: Innovative Force.com
CRM and portals to get closer to their big clients, transform Applications for Manufacturing
information-sharing and collaboration, and drive world-class Level: All
customer satisfaction. You know what you can make with metal, plastic, and paper. But
Speakers: Russell Teague, Arsenal Security Group; Kenneth what about cloud? Join us to see how manufacturing companies
Lopez, LawProspector + Animators at Law; Phil Walker, Phil Neal are developing custom cloud applications to drive more business
Walker Law Corporation; David Ciccarelli, Voices.com and improve profitability. Hear shop talk on how to get started
manufacturing in the cloud. Oh, the possibilities!
Speakers: Mike Murphy, Ashland; Valerie Roush, salesforce.com

Friday, November 20
9:00 a.m. – 10: 00 a.m. North 124
The World Is Flat: Managing Your Manufacturing Business
Across Multiple Sites
Level: All
Whether your company is a large international conglomerate or
a small regional manufacturer, your operations aren’t under the
same roof. Fortunately, all your data can be in the same cloud,
letting you manage your R&D, sales, and service efficiently. Learn
best practices for using cloud computing in a flat world.
Speakers: Keith Overbay, American Water Heater Company;
Herman Boyd, DuPont; Bryan Gross, Tyco Electronics; Kevin
Sherman, salesforce.com

72 The Cloud-Computing Event of the Year
Learn
Tracks & Sessions | Manufacturing & Retail / Nonprofits, Public Sector & Education

11:30 a.m. – 12:30 p.m. North 124 Nonprofits, Public Sector &
Secrets for Building Brand Loyalty with Cloud Computing Education
Level: All
Want to learn the secret of building your brand without breaking Track Description: Calling all nonprofit, education, and
the bank? Thinking about brand strategies that include sales, government professionals! This track will give you the skills and
marketing, service, and social media? Hear tips and tricks from knowledge you need for more effective constituent engagement,
current customers about how they use cloud computing to polish community management, program delivery, and organizational
their brands and delight their customers. But shhh, keep the transparency. Learn how to harness the power of the Force.com
insights to yourself! platform and Salesforce CRM to achieve your social mission.
Speakers: Cecile Hudon, Starbucks; Graham Clarke, salesforce
Key Take-aways: Meet and network with nonprofit, education,
and public service professionals facing similar challenges to share
ideas and solutions, so you can optimize working in the cloud.
You’ll gain hands-on support and education on how to manage
your programs and outcomes using the latest and greatest
salesforce.com technologies.

Thursday, November 19
7:30 a.m. – 8:30 a.m. South 104
Hands-On: Getting the Most Out of the Salesforce CRM for
Nonprofit Starter Pack
Level: Beginner
You’ve got the Salesforce CRM for Nonprofit Starter Pack. Now
use it to make your organization more efficient and effective. In
this hands-on session, you’ll learn how the Nonprofit Starter
Pack works and how to extend it to meet your needs.
Speaker: Steve Andersen, salesforce.com

11:30 a.m. – 12:30 p.m. Esplanade 300
Social Innovation in the Cloud
Level: All
Whether you work with a nonprofit, education, or public service
organization, today you’re being asked to do more with less. Hear
how top social change heroes have taken the best of Salesforce
CRM to increase constituent engagement while using the power
of the Force.com platform to ensure program effectiveness and
transparency. From improving fund-raising strategies to tracking
stimulus funds to reporting on programs and impact, this is a
session you won’t want to miss.
Speakers: Chris Sarette, Invisible Children Inc.; James Bullard,
TransFair USA; Steve Wright, salesforce.com

73
Learn
Tracks & Sessions | Nonprofits, Public Sector & Education

1:30 p.m. – 2:30 p.m. West Mezzanine 254 10:15 a.m. – 11:15 a.m. West Mezzanine 254
Native Functionality: If You’re Not Using It, You’re Losing It So Many Apps, So Little Time
Level: All Level: All
Are you ready to use the power of cloud computing to show Get ready: We’re unlocking powerful ways for your nonprofit or
the strength of your less-than-enterprise-sized organization? institution to extend its use of the Force.com platform with the
Join us to learn how some of the smallest yet most innovative AppExchange and custom apps. Join us to see the essential apps
organizations are using native Force.com functionality to increase every organization needs, and learn about the wide discounts
their reach and impact. available through our Power of Us partner offerings. Bring your
Speakers: Joan Nowlin, Educational Testing Service; Anil Patel, questions—we’ve got answers!
Framework Foundation; George Schoemaker, State of Utah; Speakers: Alicia Schmidt, Bay Area Video Coalition; Marc
Robert Lamb, salesforce.com; Kim Schefter, salesforce.com Baizman, Root Cause Institute; Lindsey Anderson, salesforce.com

2:45 p.m. – 3:45 p.m. West Mezzanine 254 11:30 a.m. – 12:30 p.m. West Mezzanine 254
Donor and Member Management 2.0 Taking Education to a Higher Level
Level: All Level: All
Many nonprofits of various sizes and levels of sophistication have The buzz is true: Cloud computing is revolutionizing the
replaced their donor database products to take advantage of the education industry. Why do many believe that “education on
benefits of cloud computing on the Force.com platform. Come demand” is *vital* to the future success of our institutions and
see how innovative organizations have leapt to success using their students? Join us to learn how cloud applications such as
Force.com to manage advanced donor-cultivation strategies in a salesforce.com and Google plus social networks like Twitter and
Web 2.0 world. Facebook are being used to reinvent our educational institutions.
Speakers: Keith Heller, Heller Consulting; John Barnes, Model From recruiting and retention to student information tracking, to
Metrics Inc.; Jennifer Caddick, Save the River; John Nesbitt, Second alumni development... all in the cloud!
Harvest Heartland; Meghan Nesbit, salesforce.com Speakers: Justin Edelstein, New Leaders for New Schools; Seamus
Harreys, Northeastern University; Mark Dickey, salesforce.com
Friday, November 20
9:00 a.m. – 10:00 a.m. West Mezzanine 254
Providing Transparency and Measuring Your Impact
Level: All
Today, public service organizations are increasingly scrutinized on
the transparency of their programs and spending toward social
impact. Transparency and accountability are values that, when
strategically executed, lead to high levels of trust between an
organization and its constituents. Learn how other companies are
using Salesforce CRM and analytics to easily and scalably expose
their commitment to transparency and accountability.
Speakers: Brad Presner, Acumen Fund Inc.; Steve Hardgrave, Gray
Ghost Ventures Management Company, LLC; Steven Saboe, U.S.
Department of State - NDF; Michelle Best, salesforce.com

74 The Cloud-Computing Event of the Year
Cloud The only
accounting 100% Force.com
and billing Native Accounting
Solution

The new
name for

CODA

Booth 416
learn:
force.com
zone
The Force.com Zone is the conference-within-a-conference for ALL THINGS TECHNICAL
technical attendees and partners. Come to the Force.com Technical Sessions
Zone to meet experts and evangelists who can handle all Learn Force.com development, architecture, and best practices
your Force.com-related questions. You can also get hands- from the very best. An army of technical evangelists, product
on experience in the Immersion Lab, building Force.com managers, and top developer community members will be
applications and learning from 50+ technical and partner sessions. presenting more than 50 technical sessions in 5 different tracks:
Finally, participate in the second annual Force.com Developer :: Admin to AppBuilder
Hackathon, apply your new skills, and win great prizes. :: Beginning Developers
:: Advanced Developers
The Force.com Zone is in the Esplanade in Moscone South and :: Backstage Pass
is open during the following hours: :: IT Executives

Tuesday, November 17 6:00 p.m. – 8:00 p.m. Immersion Lab
Wednesday, November 18 7:30 a.m. – 9:00 a.m. Roll up your sleeves and dive right into Force.com with the newly
11:00 a.m. – 8:00 p.m. updated Force.com tutorials in the Immersion Lab. Learn at your
Force.com Developer Hackathon 5:45 p.m. – 8:00 p.m. own pace. Work solo, work together with your peers, or work with
Thursday, November 19 7:30 a.m. – 9:00 a.m. a Force.com expert as you walk through the tutorials building an
11:00 a.m. – 4:15 p.m. application in the cloud. Don’t forget to grab the cool and handy
Friday, November 20 7:30 a.m. – 1:00 p.m. Force.com Cheat Sheets for Force.com code (Apex), Force.com
pages (Visualforce), and the Force.com API.
Force.com Zone
Welcome to the Force.com Zone, a one-stop shop for all things
technical and partner related. The Zone will have something for
everyone, whether you’re an advanced developer or just starting
out. Build an app with self-paced tutorials or get help from a
Force.com expert. Attend technical sessions to expand your
knowledge. Get your problems solved or do a code review with
1:1 consultations. Lounge and learn with a hot cup of coffee in
the Stratus Café. It’s all here!

76 The Cloud-Computing Event of the Year
Learn
Force.com Zone

Code Consultations Developer Force Twitter Vue
Need help architecting or coding your application? You can get Stay on top of Force.com Zone happenings by tweeting and
deep technical help for building applications in the cloud by following the Developer Force Twitter Vue (aka DFTV).
reserving a private 1:1 consultation with a Force.com expert. Besides announcing upcoming sessions and events, we’ll also
Book online and book early. Appointments are limited! be challenging attendees with Force.com trivia questions.
Watch DFTV in the Force.com Zone or your browser at
ALL THINGS PARTNER developer.force.com/dftv. Join the conversation using the
Partner Sessions Twitter tag #foretrivia. Prizes awarded daily.
Build a business in the cloud! The Partner Success track consists
of 10 sessions covering business planning, fundraising, distribution Rolling Candy Cart
options, sales and marketing best practices, legal advice, and more. Need a sugar fix? Catch the rolling candy cart for a free sweet!

Partner Conversations
Whether you’re a new or existing partner, you’ll want to stop by
to learn the latest about our various partner programs and touch
base with salesforce.com’s alliances team.

Force.com Partners
Experience the latest innovations and learn about the offerings
from our partner community. Partners will be showing off their
hottest applications and services and discussing how to make the
most of the Force.com ecosystem.

ALL THINGS COOL
Force.com Developer Hackathon
Back by popular demand, the Force.com Developer Hackathon
“ Force.com lets us dream
big about results without
having to dream big on how


is the don’t-miss event of the week, and it’s bigger and better than
before! This exciting code competition will challenge developers to code.
to show us what they’re made of (and also what great cloud apps
they can build). If that’s not enough, we’ll be giving away lots of —Chris Sarette
goodies. All skill levels (including beginners) are welcome. Be VP of Business Operations, Invisible Children
there for the kick-off, which starts at 6:00 p.m. The full event is
Wednesday night: 5:45 p.m. – 8:00 p.m.

Stratus Café
The Stratus Café is where you go to chill, mingle, and grab some
caffeine. Learn while you lounge—and not just about Force.com
applications, either. Adobe, which is sponsoring the café, will also
have its top technical experts on hand, so take this opportunity to
learn more about RIA, Flex, and other synergies.

77
learn:
hands-on
training
No other conference teaches you so much—and then gives Want to learn about our Dreamforce discounts and special offers
you the ability to roll up your sleeves and put your knowledge or learn how to get all-you-can-eat training? Stop by the Training
into immediate action. From role-based training and hands-on and Certification booth for details on how to receive your gift
sessions to success clinics, don’t miss your chance to get down- card, training classes for less, or to hear more about Premier
and-dirty with all the new products, features, tips, tricks, and best Training.
practices right here at Dreamforce.
With Premier Training, you can train as many users as you want
Hands-on training for everyone as often as you need. Plus, you’ll get:
We believe everyone should experience firsthand what you can do :: Self-paced online courses
with Salesforce CRM applications and the Force.com platform. :: Instructor-led regional and virtual classes
That’s why we offer free help-and-training sessions as part of :: Certification exams
your Dreamforce conference pass. We have hands-on classes for :: A week-long private class for administrators or developers
advanced reporting, dashboards, workflow, approvals, building :: An annual training consultation to create a training plan
custom apps, ideas communities, customer portals, mobile access, that’s right for you


Salesforce to Salesforce, Salesforce CRM Partners, Force.com
code (Apex), Force.com pages (Visualforce), Force.com sites, Training and certification
and more! There’s a hands-on session to give you the interactive
instruction you need, right within your area of interest. lets us use Salesforce to its
full potential—and makes us
more successful.

Become a salesforce.com star
Want to become a salesforce.com hero? Our training classes give
you the skills you need to optimize our application and build —Faun Clark
killer apps that will translate to success for your organization. Global IT Application Manager, Intergraph
Find out why workshop alums say this is the best investment
they’ve made all year!

TIP: Stop by South 102, 103 & 104 to
see a full list of all hands-on training.

78 The Cloud-Computing Event of the Year
learn:
salesforce.com
certification
In times like these, you need to get the most from every We’ve put together multiday, in-depth classroom training to give
investment. Whether you’re new to Salesforce CRM and you the best opportunity to pass the certification tests with flying
Force.com or have used them for years, training and certification colors. Taking the certification test is not mandatory, but we highly
ensures that everyone is realizing the full potential of the recommend it. We promise you’ll walk away feeling energized and
application and the platform. ready to go.

Are you ready to begin the certification process? Did you become So go ahead… Certify your success and show how much you know!
certified at Dreamforce ’08 and are now ready to move to the next
level? We’re eager to help you certify your success at Dreamforce ’09!

The Salesforce.com Certification program is a potent combination
of in-depth training and certification levels that add up to more
value for your company plus credentials you can bank on as an
“ If you become
Salesforce.com Certified,
you can go anywhere


individual.

in your career.
Choose from five levels of certification:
:: Administrator —Mike Simonds
Developer, Maxim Integrated Products Inc.
:: Advanced Administrator
:: Force.com Developer
:: Advanced Force.com Developer
:: Consultant

79
learn:
partner
success
Ready to build and grow your business as a :: Cloudnomics: Creating a Financial Plan for Your
salesforce.com partner? Force.com Business
We have a complete experience planned for partners at :: From the Front Line: Secrets to Success from Top
Dreamforce ’09, including expert speakers, innovative new Consulting Partners
strategies, and the latest best practices on how your company can :: 7 Secrets of Cloud Startup Success
partner with us for shared success. These activities are designed :: From Garage to Glory: Insider Tips and Techniques
for all existing partners attending Dreamforce ’09 or for anyone from Top ISV Partners
interested in becoming a salesforce.com partner. See Page 64 for full session descriptions and daily schedule.

Partner success breakout sessions Partner conversations
Join us in multiple breakout sessions designed for ISVs and Force.com Zone (Moscone South Esplanade)
consulting partners who are building their businesses in the Want to meet the salesforce.com alliances team and network with
salesforce.com partner ecosystem. Topics include new go-to- other partners? Come find answers to your questions and work
market programs, sales strategies, and technology overviews. on your partnership strategies in the Partner Board Room located
in the Force.com Zone.
Sessions include:
:: Market Like Salesforce.com: Best Practices and Tools Partner Reception (for Partner Sponsors only)
for Partners Thursday, November 19
:: Maximize Your Revenues: Market and Deliver Your 7:00 p.m.–9:00 p.m.
Solutions on the AppExchange Temple Nightclub, 540 Howard Street
:: Consulting in the Cloud: Salesforce.com’s Consulting Celebrate the last night of Dreamforce ’09 at our exclusive
Partner Program networking reception for our global partner community and
:: The Fastest Path to the Cloud: Salesforce.com’s ISV the salesforce.com alliances team. Make sure to wear your
Partner Program Dreamforce badge to gain entry. It’s a great way to wind down
:: Salesforce.com’s Product Vision: A Sneak Peek for after an action-packed couple of days. And who knows—maybe
Commercial Partners you’ll uncover your next key partnership.
:: Sell Like Salesforce.com: Best Practices and Tools for Sponsored by:
Partners

80 The Cloud-Computing Event of the Year
On a smarter planet,
the question isn’t what can we do.
The question is what will we do?
Let’s build a smarter planet.
Learn more. Visit IBM in Booth 501.

IBM, the IBM logo, ibm.com and the globe design are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide.
A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml. © IBM Corporation 2009. All rights reserved. P23292

www.ilinc.com/dreamforce

LAUNCH
Face-to-Face Meetings
in a Single Bound!
( When iLinc meets Salesforce CRM )

w Get new qualified leads…free

w Give reps more intelligence about each lead

2009 1969 w Grow your pipeline, provide better forecasts
Scott Forrester “Scottie the Transporter”
Director of Sales Neighborhood Superhero

Join the iLinc League of Greatness at Booth #910
AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
©2009 AT&T Intellectual Property. All rights reserved.

Have the corner office on every corner.
Real-time access to important resources. It’s why AT&T is
bringing mobility applications to fields as varied as healthcare
and construction. Leverage a comprehensive platform that
mobilizes multiple back-end systems, putting your business
essentials within reach of your people. So they can collaborate
virtually any time. And make an impact from virtually anywhere.
Stay on the move. Remain up to speed. S t r e t c h .

Find mobile solutions to drive your business further by
visiting AT&T in the Mobile Lounge at Dreamforce.
explore
Cloud Expo
The Cloud Expo is the perfect place to launch your dreams into the clouds
and maximize your investment in Salesforce CRM. Here, you can meet
face-to-face with more than 250 of our partners who will showcase 1,000+
integrated solutions. Get inspired, get informed, and get connected.

The Cloud Expo and Salesforce.com Campground, located in Hall D on the
Exhibit Level of Moscone North, are open during the following hours:

HOURS
Tuesday, November 17 6:00 p.m.–8:00 p.m.
Wednesday, November 18 7:30 a.m.–9:00 a.m.
11:00 a.m.–8:00 p.m.
Thursday, November 19 7:30 a.m.–9:00 a.m.
11:00 a.m.–4:15 p.m.
Friday, November 20 7:30 a.m.–11:30 a.m.

The innovation at the
Dreamforce Expo was
overwhelming.
—John Barnes
CTO
Model Metrics
explore:
salesforce.com
campground
Remember when you thought camp was the coolest place on the Then step into the Campground to see how the latest innovations
planet? At Dreamforce, it still is! Welcome to the salesforce.com in the Sales Cloud, Service Cloud, and Custom Cloud help you
Campground—your go-to destination to learn about our newest build, run, and grow your business—in the cloud, of course. Plus,
products, services, and community. The Campground lets you get get up to speed on the Winter ’10 release features and check out
hands-on with our products, so you can experience the power the news that will have everyone talking.
of cloud computing or get personalized help from our experts
and cloud evangelists. We’ll help you make doing business in the Salesforce.com and Key Strategic Cloud Partners
cloud almost as fun as, well, camp. You’ll find the Campground in Cloud computing helps you reach new heights. Stop by our
the back of the Cloud Expo. strategic partner area to see how salesforce.com has partnered
with the leaders of cloud computing— Google, and Twitter—
service cloud 2—live@dreamforce to provide unparalleled products and features for you and
Come and see a live contact center—powered by the Service your organization.
Cloud—in action! That’s right, we’ll have agents taking phone
calls, Tweeting, emailing, and helping to create the ultimate
Dreamforce experience.
resources for Success
Check it out from the sidelines and then jump right in with our SuccessTeam Experts
self-service kiosks. Want to talk to someone face-to-face? Walk Have a quick question? Talk to our experts who can help you
up to our help desk, concierge service, and success agents. Let us with everything from general questions to technical problems.
help you get the most out of Dreamforce.
SuccessTeam 1:1 Clinics
Experience the Cloud Have a longer question? Success clinics are the perfect venue
Salesforce.com Demos to get them addressed. Whether you’re looking to increase your
You know how they say “seeing is believing”? When you see our salesforce.com usage or wondering how to ensure your overall
demos, you’ll not only understand cloud computing, you’ll be success, our staff of experts can help you. Reserve your private
in the cloud! Want to learn about the latest sales and marketing 30-minute consultation online or at the registration desk in the
features? Want to see how our Service Cloud helps you respond to Expo, but be sure to book early—these slots fill up fast! 
customers wherever they are? Or maybe you want help figuring out
how to start building an app on our Force.com platform?

84 The Cloud-Computing Event of the Year
Explore
Salesforce.com Campground

Meet Your SuccessTeam
Ready to do more with the cloud? Then stop by and meet
certified experts from our Training, Support, and Consulting
teams. Learn how these members of your “success team” can help
you train new users and administrators, build new apps, optimize
your current configurations, extend your team with expert support
and much more. Plus, don’t forget to take advantage of special
contests and promotions—available only at the campground!

Join the community
Customer Hero Theater
Want to see what customers like you have accomplished with
salesforce.com? Come to the Customer Hero Theater to hear
from ordinary individuals who have used salesforce.com to run
and grow their business with ease. Enjoy product demos, short
presentations, and interactive sessions that will leave you inspired
to take your business to new heights, in the cloud.

Salesforce.com Foundation
Salesforce.com employees have given more than 150,000 hours in
volunteer time worldwide since the company’s founding in 1999.
In addition, through the Salesforce.com Foundation’s programs,
the company has donated more than $14 million in global grants
to youth and technology programs and is supporting more than
7,000 nonprofits with our product. Visit the Salesforce.com
Foundation booth for ideas on how you can make philanthropy
part of your corporate culture—whether it’s volunteering time,
finding a cause to support, or integrating an organizational
1% model.

Cloud Café
Information overload? Need a break? Hang out in the Cloud
Café, grab a cup of coffee, and take in the scene before heading to
your next Dreamforce destination.

85
explore:
take your
cloud mobile
The world is going mobile. Dreamforce is your chance to learn Visit our mobile sponsors and see the
everything you need, so you can put your company on the path to latest technology
mobile freedom and productivity with Salesforce CRM’s mobile With more mobile sponsors than ever, the mobile area at
functionality. Visit the mobile area and: Dreamforce is the place to be. Check out the latest smartphone
:: Get your free Mobile Lite account devices, learn about wireless networks, see cutting-edge mobile
:: Watch live product demos technology at work, and watch live sponsor demos on the
:: Talk to a mobile expert big screen.
:: Check out the hottest smartphones and services from
top vendors Charge up
:: Charge your phone at our free charging stations At a trade show, your mobile device is your lifeline back to the
office. But apps, emails, and calls can drain a battery fast. So if
Free! Sign up for Mobile Lite you find yourself staring at the dreaded red battery icon, drop
Did you know salesforce.com has a free mobile application? It’s by the mobile area anytime and grab a charge, on us. And while
called Mobile Lite. All you need is a smartphone device and a your phone is juicing up, take in a product demo, talk to a mobile
Salesforce CRM Professional or Salesforce CRM Enterprise expert, or visit one of our mobile sponsors.
Edition license, and in minutes, you’ll be accessing your Salesforce
CRM records like a mobile pro! And for Salesforce CRM Win a device!
Unlimited Edition customers, full mobile functionality is already Is your mobile device so old it’s missing all the latest bells and
included in your subscription. Let one of our mobile experts show whistles? Then enter to win one of dozens of new devices that
you how to get started today. will have you looking like James Bond with a special edition
supplied by “Q.” Come by the mobile area for your chance to win!
Attend a mobile track session
Dreamforce is all about learning, and this year is no exception.
Listen and learn as customers and mobile experts share their
secrets on the best practices for mobile access to Salesforce CRM
that will drive your business to new heights. From hands-on
sessions to real-life customer success stories, you’ll leave with
the information you need to make your mobile deployment a
stellar success.

86 The Cloud-Computing Event of the Year
CPaaS
& FORCE.COM

THE PERFECT CLOUD FORMATION.
FPX has spent the past 25 years perfecting the most powerful, proven Product Configuration
Engine available in the SaaS market. This globally-tested engine has never been confronted with LEARN MORE ABOUT THIS
a configuration it could not handle. That’s why leading companies with complex product PERFECT CLOUD FORMATION
AT BOOTH 601
configuration and pricing issues are choosing FPX to power their sales intelligence. This
patented technology is at the core of every FPX sales application including our popular,
multi-tenant CPQ OnDemandTM application. Our newest innovation—CPaaS—gives companies
unlimited flexibility to integrate FPX’s powerful configuration engine and Product Data Manager
into their own cloud-based applications.

There’s a reason FPX is considered the true leader in sales intelligence. We invented the space.
We’re shaping it and continually bringing new innovation to the market like the perfect cloud
formation of CPaaS and FORCE.com. Put our power for revenue behind your sales. To learn more, >> 1-866.826.6344
visit us at Booth 601 or at www.fpx.com. >> WWW.FPX.COM

CONFIGURE FAST. PRICE NOW. QUOTE PERFECT.
motorola Rugged mobile computers

Rugged comes in many foRms. We offeR eveRy one of them.
In harsh, unforgiving environments – particularly outside the four walls – you want mobile computers that can stand the heat (as well as the cold,
windblown dust and moisture). Motorola Rugged Mobile Computers are more than up to the task. From size-optimized to ultra-rugged with modular
keypads, they’re designed to work in extreme temperatures, sealed to keep out the elements, and tumble and drop-tested to withstand the jolts of
real-world use. In other words, they’re built for the most demanding applications you can imagine. Best of all, these easily deployed Rugged Mobile
Computers feature integrated wireless technology, enabling converged voice and data communication for your workforce, even when they’re out in
the field. It’s the secret to unleashing maximum productivity across the enterprise. And it’s just another way Motorola puts Enterprise Mobility in the
palm of your hand. HELLOMOTO™
MOTOROLA and the Stylized M Logo are registered in the U.S. Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2009. All rights reserved.

Motorola, Inc.
foRce.com Just Went Rugged 1303 East Algonquin Road
Develop and Deploy on force.com for any Mobile Sales and Service Worker Schaumburg, IL 60196
Find us in the Mobile Lounge! Track Session: Thursday November 19 • 1:30pm-2:30pm • West Mezzanine 270 www.motorola.com
Explore
Strategic Cloud Partners / Platinum Sponsors

strategic cloud partners

www.twitter.com
www.google.com

Platinum Sponsors
Accenture is a global management consulting, technology services, and outsourcing
company. Combining unparalleled experience, comprehensive capabilities across all
industries and business functions, and extensive research on the world’s most successful
companies, Accenture collaborates with clients to help them become high-performance
businesses and governments. With approximately 177,000 people serving clients in more
than 120 countries, the company generated net revenues of US$23.39 billion for the
www.accenture.com
fiscal year ended August 31, 2008.

Appirio (www.appirio.com), a cloud solution provider, offers both products and
professional services that help enterprises accelerate their adoption of the cloud.  With
over 2500 customers, Appirio has a proven track record of implementing mission-critical
solutions and developing innovative products on cloud platforms such as salesforce.
com, Google Apps, and Amazon Web Services. From offices in the U.S. and Japan,
Appirio serves a wide range of companies including Avago, Hamilton Beach, Japan
www.appirio.com Post Network, Ltd, Pfizer and Qualcomm.  Appirio was founded in 2006, is the fastest
growing partner of salesforce.com and Google, and is backed by Sequoia Capital and
GGV Capital.

Astadia is the global leader in technology-enabled business consulting, focused on
Cloud Computing and SaaS technologies. They are the top Salesforce.com partner
by projects delivered, certified consultants, and customer satisfaction. Astadia’s proven
methodologies analyze business challenges and document effective solutions that lead to
improved customer relations and tangible business results. The company’s four practice
areas are: Sales acceleration, Marketing acceleration, Customer Service and Support,
www.astadia.com and Cloud transformation/Application Rationalization for IT. Astadia has delivered
solutions in over 30 countries in the U.S., Europe and Asia. Their partners include
salesforce.com, Google, and Eloqua. Astadia offers a new Cloud computing resource at
www.astadia.com.

88 The Cloud-Computing Event of the Year
Explore
Strategic Cloud Partners / Platinum Sponsors

Platinum Sponsors
Bluewolf is a global pack of experts committed to partnering with clients to attain
agile business transformation. Only Bluewolf can bring 10 years of best practices to
every project and guarantee its success. Our world class portfolio proves our ability to
match our agile methodology with unparalleled vision. From demand generation to
close, channel strategies to customer care, Bluewolf helps clients attain efficient business
performance, gaining the label of tomorrow’s business standard. Bluewolf is committed
www.bluewolf.com to our client partnerships, including Time Warner Cable Inc., Adobe, Advance
Publications Inc., Fox, CNN, BP Solar International Inc., Chevron Corporation, Hess
Corporation, Unisource Worldwide, Inc., Beazer Homes, Nationwide Mutual Insurance
Company, and the The Hartford Insurance.

CA Inc. (NASDAQ: CA) is the world’s leading independent information technology
(IT) management software company. We help companies manage IT to become more
productive and better compete, innovate and grow their businesses. With our Enterprise
IT Management (EITM) software and expertise, customers can achieve lean IT. They
can get the most value from IT at the lowest costs in complex computing environments,
whether distributed, mainframe, cloud or virtualized. Founded in 1976, CA serves
www.ca.com customers in diverse industries in virtually every country in the world and reported fiscal
year 2009 revenue of $4.3 billion.

Callidus Software is the market and technology leader in Sales Performance
Management (SPM) solutions, services and best practices.  SPM combines incentive
management solutions, to help businesses achieve maximum sales cost efficiencies,
and performance management solutions, to drive continuous improvements in sales
execution. Callidus will be featuring two Force.com solutions—Commissions Manager
and Plan Communicator—and the Callidus Monaco Suite which incorporates
the market leading incentive compensation management solution, sales objective
www.callidussoftware.com
management, quota management, sales communications and mobile platform, together
with end-to-end sales performance reporting and analytics.

Packaged software was fine in the 1990s, but this is a new time. A time when the
power of ideas ­—not the power of software—helps companies accomplish great things.
But salesforce.com’s alone won’t make the difference. It’s people—working towards
a clear goal, based on a solid strategy, and understanding the potential of the Cloud.
That’s where Deloitte comes in. We’re a leader in delivering technology services and
www.deloitte.com understanding how to realize the power of Cloud Computing. We help you set that
vision, rally the organization around it, and stay on the track to success. Learn more at
www.deloitte.com

89
Explore
Gold Sponsors

Gold Sponsors
About Aprimo®: Aprimo® is excited to announce Aprimo Marketing Studio™, an
on-demand marketing automation application, purpose-built for marketers to manage
all aspects of integrated online marketing campaigns. Aprimo Marketing Studio™
connects to Salesforce CRM out of the box to automate lead management from
inception, through nurturing and disposition to sales for B2B marketers. Take your
www.aprimo.com online marketing to the next level with robust email marketing, lights-out campaigns,
advanced segmentation, blogging and display advertising. Stop by booth #510 to see a
demo and get a free online profile analysis.

AT&T’s wireless solutions give sales professionals the ability to stay informed, collaborate
on opportunities, and update account information directly from the field, where sales
information is fresh and actionable. With wireless access to Salesforce Mobile on
a laptop or PDA, your sales team can connect seamlessly to their Salesforce CRM
application – enhancing their productivity and driving efficiency by performing real-time
www.att.com
searches and updates directly on their handheld device.

BigMachines is the global leader in on-demand sales configuration, quoting, and
proposal software, helping you SELL MORE and SELL FASTER. Quickly and
easily configure products, generate 100% accurate quotes, eliminate pricing errors, build
proposals and contracts on the fly, and route approvals electronically. BigMachines
streamlines processes for sales teams and resellers/channels and easily integrates with
www.bigmachines.com salesforce.com and ERP systems. BigMachines was named the “Best Quoting Tool” by
customers on the AppExchange.

Cast Iron Systems is the #1 cloud integration provider. The Cast Iron Solution integrates
Force.com and Salesforce CRM with other enterprise applications and can be deployed
on-premises or delivered as a cloud-based integration service. With Cast Iron’s built-in
simplicity and preconfigured process templates, you can easily integrate Force.com and
www.castiron.com Salesforce CRM with ERP, databases, home-grown, and other SaaS applications in just
days.

Cisco Systems is the world leader in IP-based contact center solutions for businesses
of all sizes. Cisco Unified Contact Center solutions leverage the power of collaboration
and Cisco Unified Communications to transform customer care from simple phone
transactions into personalized, content-rich experiences that employ voice, video, speech,
web, e-mail, IM, and the power of the network to create compelling, secure, resilient, and
www.cisco.com/go/cc
cost-effective customer interactions.

90 The Cloud-Computing Event of the Year
Explore
Gold Sponsors

Gold Sponsors
CloudCraze was created by EDL Consulting to help Salesforce.com enterprise CRM
customers quickly and easily extend their CRM systems to perform eCommerce and
order-entry transactions. CloudCraze-developed sites take advantage of the infinite
scalability and reach of the Force.com platform, allowing companies to scale usage
on-demand.
www.edlconsulting.com

Cognizant (NASDAQ: CTSH) is a leading provider of information technology,
consulting, and business process outsourcing services. With more than 50 global
delivery centers and approximately 63,700 employees, Cognizant works together with
clients to make their businesses stronger. Cognizant offers a wide range of services in
salesforce.com and Force.com, leveraging the CoE model to assist with building effective
www.cognizant.com
solutions, involving complex integration. Cognizant is a salesforce.com Global Partner.
To learn more, visit us at www.cognizant.com.

CRMfusion Inc. specializes in data quality solutions specifically for hosted databases.
CRMfusion For salesforce.com customers, CRMfusion develops DemandTools™, PeopleImport™,
and DupeBlocker™, the leading data quality solutions used by more than 2,000
administrators in 15 countries. Based outside Toronto, Canada, CRMfusion has been
www.crmfusion.com
developing data quality solutions since 2000.

DocuSign is the leading provider of on-demand software services for electronic
signature. Our award winning platform empowers individuals, small businesses and
enterprise organizations to quickly and securely get documents signed in minutes­­—not
days, slash operating costs up to 90%, and dramatically improve customer satisfaction,
and compliance. Using DocuSign for Salesforce, customers can truly Close it in the
Cloud!SM and immediately get leaner, greener, faster and more profitable without
www.docusign.com/salesforce/
additional investments in technology.

Eloqua is the marketing automation leader and provider of best practices expertise for
marketers around the world. Thousands of customers rely on Eloqua to execute, automate,
and measure programs that generate revenue. Eloqua helps decode its buyers’ Digital Body
Language™ by improving the quality and quantity of sales leads, increasing marketing
www.eloqua.com effectiveness, and accelerating the selling process. Eloqua is headquartered in Vienna,
Virginia, with offices in Toronto, London, Singapore, and throughout North America.

91
Explore
Gold Sponsors

Gold Sponsors
FinancialForce.com is the new name for CODA 2go! Cloud-based FinancialForce
Accounting is here—and Accounting will never be the same again. Just like Salesforce
CRM, FinancialForce is built on the proven Force.com platform. So it’s pre-integrated
with the CRM, equally flexible and secure, and will delight you with the same legendary
www.financialforce.com ease of use. FinancialForce Accounting gives you on-line, real-time financial information,
always in balance and always up to date. For organizations of any size!

FPX, LLC provides Configure-Price-Quote® applications for companies with complex
product configuration and pricing issues. Thousands of Perfect Quotes are produced
every month in multiple languages and currencies with FPX’s Product Configuration
Engine. It is at the core of our multi-tenant CPQ OnDemand and our newest
innovation—CPaaS—which provides a development environment that leverages the
www.fpx.com
Force.com platform. Both deliver rapid ROI with improved order accuracy, inventory
forecasting and an overall improvement to the bottom line.

Fujitsu America provides a complete portfolio of business technology services,
computing platforms, and industry solutions. Our platform products are based on
scalable, reliable and high-performance server, storage, software, point-of-sale, and
mobile technologies. We also offer a full suite of onshore, near shore and offshore system
integration, outsourcing, and datacenter services covering applications, operations,
solutions.us.fujitsu.com infrastructure, customer service, and multi-vendor lifecycle services. Fujitsu has industry-
specific solutions for retail, manufacturing, healthcare, government, education, financial
services, and telecommunications sectors.

IBM has the software and services to help you get the most from your Salesforce.com
investment. Cognos business intelligence and analytics. Lotus for integrated, online
collaboration and messaging solutions. InfoSphere for a single data view across on-
premise and cloud applications. IBM Global Services to help you to build a cloud
www.ibm.com strategy roadmap—and integrate your salesforce.com deployment to the rest of your
organization. See what we have to offer in booth 501.

92 The Cloud-Computing Event of the Year
Explore
Gold Sponsors

Gold Sponsors
iLinc Web and video conferencing solutions empower you to achieve your organizational
goals easily and quickly, making it possible for you to accomplish more, travel less, achieve
TM

work-life balance, and preserve the environment. iLinc’s software-as-a-service (SaaS)
delivery, industry-leading service, and integrations such as iLinc for Salesforce, which
Web & Video Conferencing

automatically synchronizes Web conferencing and CRM data, increase operational
www.ilinc.com/dreamforce09
efficiency across the organization, letting you drive more revenue. For more,
visit www.ilinc.com/dreamforce09.

At inContact, we provide end-to-end contact center services and network connectivity—
in the cloud. We “Wow!” our customers by delivering the most proven solutions, quickly
and with ease, helping them lower the cost and improve the quality of every customer
interaction. Beyond connectivity our services include: call handling, agent optimization,
www.incontact.com
workforce management and customer feedback solutions.

Informatica Corporation is the world’s number one independent leader in data
integration software. The Informatica Platform provides organizations with a
comprehensive, unified, open and economical approach to lower IT costs and gain
competitive advantage from their information assets. More than 3,700 enterprises
worldwide rely on Informatica to access, integrate and trust their information assets held
www.InformaticaOnDemand.com
in the traditional enterprise and in the cloud. Informatica On Demand was named 2008
AppExchange integration application of the year.

InsideView’s pioneering Sales Intelligence application, SalesView, is the overall most
popular and top-rated application available on the AppExchange. Leveraging the
InsideView Smart Cloud, SalesView intelligently aggregates and analyzes relevant
personal, professional, and corporate data in real time from traditional editorial sources
and social media to uncover new sales opportunities. SalesView presents the resulting
www.insideview.com
intelligence natively within salesforce.com to maximize sales team productivity and
accelerate sales cycles.

LiveOps offers two innovative solutions for enterprises: Contact Center in the Cloud,
a SaaS platform for managing contact centers, and Workforce in the Cloud, an on-
demand workforce for outsourcing call center calls. LiveOps On-Demand Contact
Center Platform brings the innovation of cloud computing to contact centers by
enabling enterprises to rapidly deploy a mission critical and instantly scalable contact
www.liveops.com/on-demand-contact-center
center platform in a pay-per-use model. Companies can achieve greater agility and
operational efficiencies using the LiveOps platform.

RGB: 86, 138, 179 RGB: 153, 153, 153
CMYK: 69, 38, 15, 0 CMYK: 43, 35, 35, 1
HEX: #568ab3 HEX: #999999
Pantone 646C Pantone Cool Grey 9 C

93
Explore
Gold Sponsors

Gold Sponsors
Model Metrics delivers applications and services at the cutting edge of the fast-growing
cloud computing industry. Since its founding in 2003, Model Metrics has become one
of salesforce.com’s most diversified and respected partners. Headquartered in Chicago
with offices in San Francisco, Los Angeles, New York, Detroit, Minneapolis, and Dallas,
Model Metrics’ customer base spans all industries and includes enterprises such as
www.modelmetrics.com
Abbott, Allstate, Aon, Cars.com, CME Group, Honeywell, InfoUSA, MasterCard,
Medtronic, and Orbitz.

Motorola is known around the world for innovation in communications and is
focused on advancing the way the world connects. From broadband communications
infrastructure, enterprise mobility and public safety solutions to high-definition video
and mobile devices, Motorola is leading the next wave of innovations that enable people,
enterprises and governments to be more connected and more mobile. Motorola (NYSE:
www.motorola.com
MOT) had sales of US $30.1 billion in 2008. For more information, please visit www.
motorola.com.

Right90 provides on-demand software to easily capture, vet, and analyze the data
necessary to create a real-time, trusted sales forecast. With immediate insight into sales
R

forecast changes, Right90 delivers actionable information that companies can confidently
act on to achieve business goals. Companies in manufacturing, professional services,
consumer goods, and energy verticals have successfully deployed Right90 to deliver
www.right90.com
superior product pricing, availability, and features to their customers, while improving
margins, cash flow, and revenue.

Salesgenie.com is the leading provider of targeted lead generation for sales professionals.
Salesgenie offers targeted online access to the highest quality business and consumer
sales leads in the industry. Advanced filtering, mapping, and scoring capabilities enable
users to zero in on more prospects like their best customers. Salesgenie is available on
www.salesgenie.com/dreamforce
demand from a laptop or a mobile device and is now integrated with salesforce.com. Get
quality sales leads now; ask about our Dreamforce special!

94 The Cloud-Computing Event of the Year
Explore
Gold Sponsors

Gold Sponsors
Silverpop’s Web-based solutions enable companies worldwide to build relationships
with customers and prospects through the creation, automation and delivery of relevant,
online messaging. Companies rely on the Silverpop Engage platform to create and
manage multi-channel marketing campaigns that reach millions of individuals—one at
a time—enhancing lifetime customer value and brand loyalty. Silverpop’s Engage B2B
www.silverpop.com/b2b
platform seamlessly scores sales leads, nurtures them through the pipeline and measures
campaign return-on-investment.

Vetrazzo is the leading manufacturer of recycled glass surfacing for the countertop
market; transforming waste glass from sources as diverse as building demolition windows
to last night’s Heineken and Chardonnay bottles into stunning, focal point surfaces. To
accommodate our growth as a leader in the Green Building movement, we’ve advanced
far beyond CRM. Vetrazzo’s entire operations run on the Force.com platform; managing
www.vetrazzo.com the complexity of national distribution, logistics, inventory, service and manufacturing
while maintaining flexibility.

Xactly Corporation is the market leader in on-demand sales performance management.
The company’s flagship product, Xactly Incent, enables sales and finance executives
to design, implement, manage, audit and optimize sales compensation management
programs easily and affordably. Xactly helps companies improve operational
performance, optimize sales effectiveness, proactively manage risk and compliance, and
maximize profits. The Xactly family of products is used by sales and finance executives,
www.xactlycorp.com
compensation analysts, sales operations and sales professionals across a variety of
industries, ranging from SMBs to large enterprises. For more information, visit www.
xactlycorp.com or call 1-866-GO-XACTLY.

95
Explore
Silver Sponsors

Silver Sponsors
Adobe Systems Incorporated offers business, creative, and mobile software solutions
that revolutionize how the world engages with ideas and information. With a reputation
for excellence and a portfolio of many of the most respected and recognizable software
brands, Adobe is one of the world’s largest and most diversified software companies.
www.adobe.com

Apttus offers award-winning contract and proposal management solutions that are built
on Force.com and utilize salesforce.com’s certified cloud infrastructure. Apttus is used
by many Fortune 500 organizations as well as by organizations that have only five users.
www.apttus.com
Please visit Apttus to see the most progressive Force.com applications.

Boomi is the market-leading provider of on-demand integration technology and the
creator of AtomSphere, the industry’s first integration platform as a service. AtomSphere
connects providers and consumers of SaaS and on-premise applications via a pure SaaS
www.boomi.com integration platform that does not require software or appliances. For more information,
please visit www.boomi.com.

Cloud2MailTM puts the Relationship back into CRM. In today’s digital world, the printed
letter is becoming less frequently used. Cloud2Mail is a powerful solution that enables
communication via Real Mail, Easy as Email.  With Cloud2Mail, companies of all sizes
www.cloud2mail.com can now leverage the power of personalized mail directly from salesforce.com.

Cloud9 Analytics is the leader in on-demand operational performance management
for line-of-business managers. Cloud9’s Pipeline Accelerator Suite for salesforce.com
enables sales leaders to more effectively manage their opportunities and teams. The result:
increased win rates, higher CRM adoption, and improved forecast accuracy. Customers
www.cloud9analytics.com
include GENBAND, Data Domain, Thomson-Reuters, and Covad.

ExactTarget is a leading provider of on-demand email marketing software solutions. The
company’s one-to-one marketing applications enable clients to send business-critical
and event-triggered communications to increase sales, optimize marketing investments,
and strengthen customer relationships. ExactTarget offers four editions of its on-
www.exacttarget.com
demand software application along with integrated solutions such as ExactTarget for
AppExchange. Learn more at www.exacttarget.com or call 1-866-EMAILET.

96 The Cloud-Computing Event of the Year
Explore
Silver Sponsors

Silver Sponsors
Genius.com on-demand solutions help B2B marketing and sales teams solve their
biggest challenge—working together more effectively to identify and connect with their
best prospects at the right time, with the right information. Genius solutions automate
www.genius.com email marketing and lead nurturing, and they deliver campaign results in real time,
without IT.

Access Hoover’s adds value to your CRM system by enriching existing data and fuels
your CRM with a rich source of quality leads. Utilize Hoover’s business insight to fill in
the gaps in your customer information with +50 Hoover’s data points for more than 32
www.crm.hoovers.com/salesforce million companies and 37 million executives.

iContact, the Email Communication Experts, empowers businesses of all sizes to easily
create, send, and track your email marketing campaigns and newsletters. Now you can
use iContact as a seamlessly-integrated Salesforce application to Engage, Educate, and
Retain your current customers, targeted prospects, and website visitors—and ultimately
www.icontact.com
maximize your ROI.

Informavores helps sales, support and services teams deliver the right interactions with
customers. Our business orchestration software ensures consistent quality and eliminates
CRM administration, enabling faster, cheaper and more accurate calls. Delivered from
the cloud and fully integrated with salesforce.com, processes are created by business
www.informavores.com
users—with NO code.

Jobscience is the premier Recruiting & Human Capital Management partner of
salesforce.com. Delivering comprehensive solutions for recruiting, applicant tracking,
onboarding and beyond, our applications deliver the power to succeed to Human
Resources departments as well as third-party staffing agencies. Visit us at Booth 1109 for
www.jobscience.com great giveaways and innovative Force.com technologies!

Marketo empowers the revenue cycle. Voted “Best Marketing Automation Application”
on the AppExchange, Marketo Lead Management gives Marketing the power and
flexibility to automate marketing campaigns and deliver more high-quality leads.
Marketo Sales Insight helps Sales prioritize, understand, and interact with the hottest
www.marketo.com
leads and opportunities to close more business faster.

97
Explore
Silver Sponsors

Silver Sponsors
Integrate in hours or days—not months! Pervasive integration delivers fast, easy,
affordable solutions for organizations of all sizes across the widest variety of scenarios.
It’s the most widely deployed integration platform for connecting salesforce.com with
www.pervasiveintegration.com enterprise applications, databases, file formats, other SaaS applications, and legacy data.
Call 1-888-296-5969 for more information.

Ping Identity is the leader in Internet identity security, delivering Internet single sign-on
(SSO), identity-enabled Web services, and Internet user account management. More
than 350 enterprises, SaaS vendors, and online service providers worldwide rely on Ping
www.pingidentity.com Identity to streamline application access, reduce administrative costs, generate additional
revenue, and improve security. Visit www.pingidentity.com for more information.

QlikView is a new kind of business intelligence tool that delivers rapid time to value.
QlikView makes the powerful simple and enables users to slice and dice data without
limits. For the first time, the power of real-time business answers is in the hands of all
www.qlikview.com users, so they can make better decisions to take action now.

Research In Motion is a leading designer, manufacturer and marketer of innovative
wireless solutions for the worldwide mobile communications market. RIM’s portfolio of
award-winning products, services and embedded technologies include the BlackBerry®
wireless platform, the RIM Wireless Handheld™ product line, software development
www.rim.com
tools, radio-modems and software/hardware licensing agreements. For more information
visit www.rim.com or www.blackberry.com.

Ricoh Americas Corporation, headquartered in West Caldwell, N.J., is a subsidiary of
Ricoh Company Ltd., a 73-year-old document solutions provider. By offering advanced
printing, copying, scanning and faxing products as well as document management
www.ricoh-usa.com software solutions, Ricoh helps businesses efficiently and effectively share and manage
information in order to improve bottom-line results. For more information, visit www.
ricoh-usa.com.

ServiceMax is the first and only complete on-demand field service solution. A native
Force.com cloud application, ServiceMax increases both revenue and customer
satisfaction by streamlining and optimizing all field services activities. Customers include
www.servicemax.com large enterprises such as DuPont, BioRad, and Pentair, and smaller companies such as
Advanta Clean and Everyday Wireless.

98 The Cloud-Computing Event of the Year
Explore
Silver Sponsors

Silver Sponsors
Sesame Software’s Relational Junction product suite is an established standard for
salesforce.com integration and bi-directional data warehousing of all your salesforce.com
data. Salesforce.com’s largest and smallest customers depend on Relational Junction for
efficient, reliable data replication to and from any database platform, providing a SQL
www.sesamesoftware.com interface to their salesforce.com data.

Improve the quality of your data by easily verifying, enhancing, and standardizing
contact, lead, and account records. Proactively communicate using automated voice
and SMS campaigns. Access vital details about companies directly in salesforce.com.
Seamless integration lets you focus on your business. StrikeIron provides accurate data.
www.strikeiron.com
Right when you need it.

Varicent’s incentive compensation management solution improves sales productivity
and drives down cost by automating commission calculations and compensation
administration processes. With clear visibility into sales compensation metrics directly
from salesforce.com, sales professionals gain more selling time through decreased
www.varicent.com payment inquiries while managers can reduce commission overpayment due to
manual errors.

Verizon Wireless operates the nation’s most reliable and largest wireless voice and data
network, including the largest 3G broadband network. Verizon Wireless is the largest
wireless carrier in the U.S. with 87.7 million customers and has the highest customer
www.verizonwireless.com
loyalty in the industry. For information on products and services, visit verizonwireless.com.

99
SILVERPOP ENGAGE B2B
AND SALESFORCE.COM Marketing’s Vows
Some things are just “You will have insight
into marketing
right together activities, get only
qualified leads, and
have lead history”

Sale’s Vows
“You will have visibility Silverpop Engage B2B is the leading
into lead progression,
closed revenue, and
marketing automation solution to:
I will not cherry pick Create: Email, Landing Pages, Surveys, Forms
leads”
Execute: Automated Campaigns
Manage: Lead Scoring, Routing & Nurturing, CRM Integration

To learn more, visit Measure: ROI Reports, Dashboard Reports
us at Dreamforce
booth #1217.

Silverpop | 200 Galleria Parkway, Suite 750 | Atlanta, GA 30339 | 1-877-484-7704 | www.silverpop.com/b2b

Could your call center
be missing calls for help?
It could, since customers around the world are
engaging with social media in addition to the
traditional contact center to find answers. It’s
part of something called Customer
Collaboration, and Cisco can help you respond
to your customers’ new habits. Learn how
Cisco® Unified Contact Center solutions can
incorporate social media to help you enable
Customer Collaboration and serve your
customers better.

www.cisco.com/go/cc
Explore
Bronze Sponsors

Bronze Sponsors

AMC TECHNOLOGY

www.actevarsvp.com www.amctechnology.com www.salesoptimizer.com

www.apprivo.com www.AriaSystems.com
www.assuresign.com

www.birst.com www.boomerang.com www.brainshark.com

www.citrixonline.com www.clicktools.com www.appextremes.com

www.contactual.com www.cubetree.com
www.datatrim.com

www.Echo-Lane.com www.echosign.com www.elance.com

www.engagementsystems.com www.eTrigue.com www.qas.com

www.forseva.com www.hcltech.com/enterprise-
www.gooddata.com transformation-services/salesforce/

www.helpstream.com
www.hireon-demand.com www.htc.com

The Sales Enablement Company
TM

www.iloverewards.com www.icentera.com www.insidesales.com

www.instantservice.com www.jigsaw.com www.myfaxbin.com

101
Explore
Bronze Sponsors

Bronze Sponsors

www.kpmg.com www.LessSoftware.com
www.lattice-engines.com

www.ManticoreTechnology.com www.marketbright.com www.onesource.com/dreamforce09

www.pardot.com www.partnerpedia.com www.perspecsys.com

P rintSf.com
Print & Mail for Salesforce

www.printsf.com www.radian6.com www.rainmakersystems.com

www.reachforce.com www.redskysolutions.com www.ribbit.com

www.ringlead.com www.riptideforce.com www.sendside.com

www.stantive.com www.stonecobra.com www.syntellect.com

WEBCOM inc
SIMPLIFY

www.terralign.com www.validar.com www.webcominc.com

ZenKraft
www.xobni.com www.zenkraft.com www.zoominfo.com

www.zuora.com

102 The Cloud-Computing Event of the Year
Explore
Industry Solutions

Industry Solutions

www.acumensolutions.com/salesforce.asp www.angoss.com www.AppCrown.com

E T H E R I O S®

www.convio.com www.etherios.com www.exponentpartners.com

www.firstrain.com www.gryphonnetworks.com www.harvest-gold.com

www.mkpartners.com
n e t w o r k s

www.kailea.com/appexchange.php
www.jpwconsulting.com

Spot

Channel Training & Cerficaon

www.netexam.com
www.myinventorynow.com
CMYK

www.scoutsft.com
Black

White

www.tier1crm.com www.voylanthealth.com

103
Explore
Exhibitor

Exhibitor

www.mastermindsoftware.com www.aptaria.com
www.access-commerce.com

www.artesiansolutions.com www.avepoint.com www.bodhtree.com

able
www.box.net www.branchitcorp.com www.expandable.com

www.ineedsaleshelp.com www.iq2020.com
www.idaapps.com

!
by

www.landslide.com www.launchdm.com www.roambi.com

www.netprospex.com www.reside.biz www.rumbleware.com

www.stream.com
www.steelbrick.com

104 The Cloud-Computing Event of the Year
Your complete contact center solution – in the cloud.

What the cloud means for your business.
• Zero dollars spent maintaining hardware or software
• Unprecedented workforce unity, no matter how widespread
• Customer satisfaction soaring to new heights
• Integration with Salesforce.com on the front-end, back-end and
all points in between
inContact.com/dream
The inContact cloud means complete confidence in your contact center.
connect
Salesforce.com community
You can keep the Dreamforce chemistry going all year long by visiting the
Salesforce.com Community section of our Web site. There, you’ll find blogs,
the IdeaExchange, and LinkedIn and Facebook groups. Connect virtually
through the Web site. Then reconnect in person at Dreamforce 2010.

We come here to refuel,
meet partners and clients,
and exchange ideas.
—Sara Mathijs
Business Development Manager
Fortis Investments
connect:
special events
Tuesday, November 17 Lunchtime Table Talks
New to Dreamforce Attendee Orientation 12:45 p.m.–2:15 p.m. North Hall D
5:00 p.m.–6:00 p.m. North 134 Get the low-down firsthand: Join one of our lunchtime table
Are you a Dreamforce newbie? Then hold on tight. Dreamforce talks to hear how our partners can help you get the most out
is amazing, but it can be overwhelming—and confusing—for of Salesforce. Learn everything from customer life cycle best
a first-timer. With so much to do, sessions to choose from, and practices to managing your pipeline, integrating social media,
shiny new things to explore, how do you know where to start? and increasing your ROI. You won’t want to miss them!
Join conference chair and Salesforce for Dummies author Tom Sponsored by: Apttus, Boomi, Cloud2Mail. EchoLane,
Wong, a bunch of experts, and a panel of customers who can help ExactTarget, Genius.com, Hoover’s Inc., Informavores, Marketo,
create a road map to maximize your experience. Pervasive Software, Ping Identity, BlackBerry, Ricoh, Silverpop
Engage B2B, StrikeIron
Welcome Reception in the Cloud Expo
6:00 p.m.–8:00 p.m. Cloud Expo: North Hall D Force.com Developer Hackathon
Kick off your Dreamforce conference experience with beverages 5:45 p.m. – 8:00 p.m Force.com Zone
and hors d’oeuvres in the Cloud Expo. Here, you can reconnect Back by popular demand, the Force.com Developer Hackathon
with old friends, network, share ideas, and meet salesforce.com is the don’t-miss event of the week, and it’s bigger and better than
experts, partners, and other customers in the Salesforce.com before! This exciting code competition will challenge developers
Campground. to show us what they’re made of (and also what great cloud apps
they can build). If that’s not enough, we’ll be giving away lots of
Wednesday, November 18 goodies. All skill levels (including beginners) are welcome.
Birds-of-a-Feather Roundtable Lunches by Role
12:45 p.m.–2:15 p.m. North Hall D Networking Reception in the Cloud Expo
Dreamforce is about meeting new people and sharing successes. 5:45 p.m.–8:00 p.m. Cloud Expo: North Hall D
Admins, developers, and execs in sales, marketing, service, and Before the music cranks up and the party kicks into gear, get
IT all face unique challenges when it comes to Salesforce CRM. yourself to the Networking Reception. This is a great chance to
Come to the Wednesday lunch and find your peers to discuss meet members of our fabulous Dreamforce community and build
common issues, share best practices, and swap business cards. Tap friendships that can help you succeed. You’ll find lots of food and
into the power of the community with roundtable lunches by role.
 a fun atmosphere—all you have to contribute is you!

108 The Cloud Computing Event of the Year
Connect
Special Events

Global Gala Force.com Zone in the Moscone South Esplanade before
8:00 p.m.–10:00 p.m. South Halls B and C 6:00 p.m. on Thursday. We look forward to celebrating with you!
You can count on the Global Gala for the very best entertainment
and a high-energy vibe—and this year’s Gala will deliver on all Ongoing activities
counts! This is where the Dreamforce community rocks out. Come Cloud Café in the Campground
to the Networking Reception before the Gala to connect with Information overload? Need a break? Hang out in the Cloud
other Dreamforce fans. Then party into the evening with great Café, grab a cup of coffee, and take in the scene before heading to
music from the Black Crowes, food, and celebration with your your next Dreamforce destination.
fellow “dream heads.”
Stratus Café in the Force.com Zone
Thursday, November 19 The Stratus Café is where you go to chill, mingle, and grab some
Birds-of-a-Feather Roundtable Lunches by Vertical caffeine. Learn while you lounge—and not just about Force.com
12:30 p.m.–1:30 p.m. North Hall D applications, either. Adobe, which is sponsoring the café, will also
Are you facing a challenge that only those in your industry can be on hand, so take this opportunity to learn more about RIA,
help you solve? Here’s a chance to build success on your common Flex, and other synergies.
experience—don’t miss our Birds-of-a-Feather Roundtables
by vertical. You can share insights and questions with others in Customer heroes
high tech, financial services, nonprofits, media, communications, Our 300+ customer speakers are the rock stars of Dreamforce.
manufacturing, and more. It’s a great chance to network with Salesforce.com recognizes and celebrates each of them with a
users just like you, solve challenges, share industry best practices, special “customer hero” pin for their conference badges. They’re
and swap business cards. happy to share their knowledge with you anytime, and the
customer hero pin singles them out as a resource who’s pushing
Lunchtime Table Talks the boundaries of what’s possible with our products, our platform,
12:30 p.m.–1:30 p.m. North Hall D and the AppExchange. These experts are here to show you the
Get the low-down firsthand: Join one of our lunchtime table way to success in the cloud, so feel free to ask questions when you
talks to hear how our partners can help you get the most out see the pin!
of Salesforce. Learn everything from customer life cycle best
practices to managing your pipeline, integrating social media, Force.com Zone
and increasing your ROI. You won’t want to miss them! Come to the Force.com Zone, located in the South Esplanade,
Sponsored by: Cloud9 Analytics, iContact, Jobscience, to find expert advice, explore the latest Force.com technologies,
PivotLink, QlikView, SAP, ServiceMax, Sesame Software, hear special presentations, view one-to-one demonstrations, or
Simplicity Cloud, Varicent, Verizon Wireless just relax. It’s the place to be for software developers, admins, IT
managers, architects, partners, and entrepreneurs.
Cloud Crawl
9:00 p.m.–2:00 a.m. Temple Nightclub
540 Howard Street
Last year’s Cloud Crawl was such a success, we’re doing it again!
Earn access to this exclusive Force.com party by visiting the
Cloud Crawl sponsors listed on the Cloud Crawl card in your
badge holder. Collect stamps from these sponsors, and then trade
your completed Cloud Crawl card for a wristband in the

109
Visit DocuSign
Close it in the Cloud! Booth #1118
SM

Electronic Signatures with DocuSign for Salesforce
• Quickly send contracts and quotes for Take control of your business with DocuSign
e-signature for Salesforce. Call 866.219.4318 to learn more
• Fully integrated with Salesforce Quotes Tab or visit us at booth #1118.
• Complete real-time tracking of the sales process
Visit DocuSign at #1118 and
• Real-time visibility into the Sales and HR process enter to win a Dell Netbook!
See DocuSign in action at our track sessions Learn more about DocuSign
on Thursday and Friday. for Salesforce and start closing
it in the cloud.

Go green. Eliminate paper!
www.docusign.com/salesforce

©2009 DocuSign, Inc. All rights reserved. DocuSign, the DocuSign logo and Close it in the Cloud! are trademarks or registered trademarks of DocuSign, Inc. in the United States and or other countries.
SALES & MARKETING ACTUALLY CAN BECOME BFFS
Eloqua proves, irrefutably, the impact of marketing on your sales
pipeline - and your company’s bottom line.
With Eloqua, your marketing team consistently provides sales with vital insight on
the behavior, interests, and intent of prospects. Together, you develop a “contract”
on how sales opportunities are qualiied, distributed and cultivated.

cente but a
As a result, sales reps thrive. Marketing is regarded not as a cost center,
REVENUE GENERATOR. No wonder sales and marketing executives using Eloqua
become BFFs.

Visit Eloqua at Booth 909 to learn
more and for your chance to win
TWO AmazonKindles – one for you
and one for your new BFF.
connect:
salesforce.com
foundation
Have you heard of the 1% model? Visit the Salesforce.com The Power of Us: Is It in You?
Foundation booth in the Campground and learn how we made The 1% model is a powerful way for companies to support their
community service a core corporate value, right from the start. communities. In 2007, we launched the Power of Us Partner
The Salesforce.com Foundation uses salesforce.com’s people, Initiative to encourage others to join us in supporting our
technology, and relationships to improve our communities, inspire communities of success. To date, more than 100 companies
youth to be more successful, support the world during times of have become Power of Us Partners. What can you offer?
extreme need, and promote compassionate capitalism through a Drop by the Salesforce.com Foundation booth or visit
unique 1/1/1 model—1% time, 1% equity, and 1% product. We www.salesforcefoundation.org/powerofus for more information.
call it the Power of Us. Share your strength—join the Power of Us.

1% Product Dreamforce Volunteer Event
The Foundation manages the donation of Salesforce CRM On Tuesday, November 17, our volunteers were instrumental in
applications to nonprofits worldwide—and more than 7,000 creating the first environmental education facility in southeast
nonprofits are finding innovative ways to use Salesforce CRM San Francisco. Led by Rebuilding Together San Francisco,
to increase their efficacy in the social sector. Interested in helping Literacy for Environmental Justice, and the Salesforce.com
nonprofits gain access to these donated and discounted licenses? Foundation, and sponsored by AMC Technologies, Exponent
Get started at salesforcefoundation.org/product. Partners, and Motorola, volunteers arrived at the EcoCenter
at Heron’s Head Park in Hunters Point ready to “green” a
1% Equity neighborhood that once served as a dumping ground for toxic
At its inception, salesforce.com gifted 1% of its equity to the waste. Thanks to their efforts, the EcoCenter will open on time
Foundation. The company’s 2004 IPO brought millions toward in 2009—turning Heron’s Head Park into a green beacon on the
long-term funding, and the Foundation has given nearly $2 city’s southern shoreline. Hello “off-grid” living!
million in grants in 2009 alone.

1% Time
Salesforce.com employees are encouraged to volunteer 4 paid
hours per month, amounting to 6 paid volunteer days each year.
This year alone, salesforce.com employees will provide more than
50,000 hours of service to communities globally.

112 The Cloud Computing Event of the Year
Connect
Salesforce.com Foundation

The Salesforce.com Foundation would like to salute the business partners that share our vision of creating a better world by contributing
back to our communities through the adoption of the 1% model. These partners have implemented at least two of the three 1%’s in their
companies. We’d also like to thank the partners that, in their own way, are improving the operations of nonprofits globally. If you’d like to
learn how you can share your strength to create a better world, please visit: www.salesforce.com/powerofus

AMC TECHNOLOGY

CRMfusion

E T H E R I O S®

Dreamforce Gives Forward
The vision of the Salesforce.com Foundation is to use salesforce.com’s people, technology, and relationships to improve our communities,
inspire youth to be more successful, support the world during times of extreme need, and promote compassionate capitalism. One of the
ways we fulfill this vision is through our Pro Bono Service Program, where we match individuals who have specific salesforce.com
technology skills with nonprofits that use the salesforce.com platform.

Dreamforce Gives Forward provides conference attendees with a meaningful, rewarding, and fun way to help a nonprofit increase its
social impact. More than 1,000 salesforce.com employees, customers, and partners offered their skills to help a nonprofit organization
and we made lots of successful matches.

You can learn more about Dreamforce Gives Forward and the Pro Bono Service Program at the Salesforce.com Foundation booth in
the Campground.

113
Connect
Earthforce Initiative at Dreamforce

Sustainability at salesforce.com :: Energy efficiency: The Moscone Center uses alternative
We will strive to embrace sustainability as a guiding principle in all energy and energy-efficient lighting. In collaboration with
our business dealings by developing innovative solutions that make The Moscone Center and our vendors, we pledge to
our customers, partners, and employees wildly successful, while power down computer and other electrical equipment at
reducing our impact on the planet. night to conserve energy.
We’ve also made a greater effort to offer more environmentally
Create value through innovation friendly products, such as biodegradable name badges, cotton tote
:: We will develop collaboration platforms where bags, recycled paper pens, and compostable coffee cups.
sustainability thought leaders and practitioners can
develop and share paradigm-shifting sustainability solutions. Environmentalparticipation
Reduce our environmental impact :: Valet Bike Parking: Ride your bicycle to Dreamforce and
:: We will improve our operational efficiencies, reduce take advantage of curbside parking for your trusty steed.
harm to the planet, and raise our environmental profile by Dreamforce and the San Francisco Bicycle Coalition have
considering the environment in all our operational practices. partnered for this event and will be located outside
Engage internal and external stakeholders Moscone South’s upper lobby.
:: We will educate our staff, actively engage partners, and :: Eco-Rewards Raffle for Public Transport: We
seek external stakeholder input to incorporate encourage all of our Dreamforce participants to use public
sustainability across all our business strategies, identify new transportation or arrange a carpool with colleagues to and
opportunities, and play a constructive role in from the venue. Show your Muni or BART ticket and
environmental stewardship. enter a drawing for cool prizes. We will hold a random
Give back to our communities drawing on November 20, 2009 at 9:30 a.m. in the
:: We will improve lives and protect the planet by Customer Hero Theater located in the Expo campground
incorporating environmental stewardship as a main tenet and during the “Sustainability as Innovation” session. All
of our social responsibility programs. prizes will be awarded. One prize per person. You do not
need to be present to win. Contest rules are available online.
Responsibility at Dreamforce
At salesforce.com, we view our environmental responsibility as Environmental community
a core value. Our aim is to apply these principles to Dreamforce. At the Dreamforce volunteer event, hundreds of conference
Salesforce.com is working with The Moscone Center in the attendees—plus salesforce.com employees, families, and friends—
following areas to make Dreamforce more sustainable: spent a day working at the EcoCenter at Heron’s Head Park, San
:: Recycling and composting: Look for on-site recycling Francisco’s first environmental education facility that is also a 100%
stations for paper, plastic, glass, and metal. Separate off-the-grid building.
organics for composting and recycle extra materials left
behind by speakers, exhibitors, and other attendees. The cloud is greener
:: Food and beverage: We have water stations throughout the At salesforce.com, we recognize that environmental, social, and
venue to discourage one-time-use soft plastic water economic factors require a comprehensive, strategic approach.
bottles. We pledge to incorporate local food into Our product offering is inherently more sustainable because all
conference meals and to donate leftover food to local our services are accessed directly online. Our cloud-computing
food banks. As always, we’ll use biodegradable or platform maximizes the use of hardware and electricity for data
recyclable serveware and utensils. processing, storage, and performance, creating significant financial
and environmental savings for our customers.

114 The Cloud Computing Event of the Year
Dreamforce_SaaS_cloud_ad_9.09.pdf 9/23/09 12:01:35 PM

Put the power of the Cloud into your business with Cognizant.
With Cognizant as your business partner, you get a technology and industry expert with the single passion
of making your business stronger. You have access to 64,000* plus professionals working from 50 delivery
centers, worldwide. All dedicated to delivering solutions quickly, cost effectively and with incredible
flexibility to meet your most pressing business requirements today -- and tomorrow.

As you migrate toward the Cloud, or extend your commitment to SaaS, Cognizant is there to help. With
our deep domain knowledge, technical knowhow and real-world business experience, we are the ideal
C partner to help you evaluate, configure, deploy and manage new Cloud solutions and services, or
M generate better ROI from your existing SaaS investment. Work with us, and build a more durable and
Y resilient business foundation.
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© Copyright 2009, Cognizant Technology Solutions.
All Rights Reserved. *As of June 30, 2009.

Salesgenie.com, the leader in
targeted lead generation for
sales professionals, is proud
to announce that sales leads
can now be automatically
loaded from Salesgenie into
your Salesforce CRM, feeding
new prospects like your best
customers directly into your
sales funnel.

Dreamforce Special: 30-Day Free Trial
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Get one great sales
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The Definitive Guide
to Lead Nurturing
Learn
• Lead Nurturing Basics
• Advanced Lead Nurturing
• ROI Calculations

Got your copy?
Visit us at booth #1010 or
www.marketo.com/dreamforce09

Relational Junction enables integration, reporting, data retention,
and legacy data migration by creating and synchronizing a bi-
directional local database that is a perfect mirror of your Salesforce
data. This database includes all custom objects and fields, including
long text and attachments, and is available for SQL Server, Oracle,
MySQL, PostgreSQL, DB2, or Sybase.

Installation and creation of your warehouse take minutes, with no
programming required. The database schema is always in sync with
Salesforce. Relational Junction has no scalability limitations, and
incremental replication can be as often as every five minutes.

Unique features make this the only effective compliance solution for
Salesforce customers, with full change history and recoverability of
deleted records. Meets SEC Rule 17a and HIPPA requirements.

In use at Fortune 500 companies since 2004, Relational Junction is
the most scalable and reliable Salesforce.com integration solution.
Bring Sales Into the Picture
Callidus Force.com Callidus Monaco Suite
Solutions
Callidus Force.com solutions are 100% native Callidus Monaco Suite is the performance
Force.com applications that help companies management suite of choice for global leaders
deliver on corporate sales targets, quarter over in key industries such as insurance, banking,
quarter. These self-service sales performance high tech manufacturing, telecommunications,
solutions deliver an easy on-ramp to sales life sciences, and retail and distribution.
performance management, immediately
boosting sales productivity and saving Callidus Monaco Suite provides an end-to-end
precious selling time. performance management solution for sales,
through a 100% multi-tenant SaaS architecture.
Leveraging these solutions, sales professionals The Callidus Monaco Suite optimizes the
can review up-to-date incentives, project sales lifecycle with sales organization and
in real-time target earnings across their on-boarding management, sales quota and
opportunities, initiate claims for credit and plan deployment and communications, sales
payment on their opportunities, and track objective and feedback management, in
the status and amounts of paid and pending addition to multi-dimensional, role-based sales
commissions, all as part of their day-to-day performance reporting and analysis. Callidus
opportunity management. Callidus’ Force.com Monaco Suite helps power the sales
solutions help sales professionals accelerate organization to selling success.
their go-to-market strategies and close business.

See us in
Booth 716

www.callidussoftware.com

About Callidus Software
Callidus Software is the market and technology leader in Sales Performance Management (SPM) solutions, services and
best practices. SPM combines incentive compensation management solutions to help businesses achieve maximum sales
cost efficiencies, and performance management solutions to drive continuous improvements in sales execution. Today,
over 2 million sales professionals, employees and channel partners worldwide utilize Callidus solutions.
© 1998-2009 Callidus Software Inc. All rights reserved. Callidus Software, the Callidus Software logo, Callidus Commissions Manager, Plan Communicator, and Callidus Monaco Suite are trademarks, servicemarks,
or registered trademarks of Callidus Software Inc. in the United States and other countries. All other brand, service or product names are trademarks or registered trademarks of their respective companies or owners.
Experience
General Information

General information :: Rewards for public transport: We encourage all Dreamforce
participants to use public transportation or arrange a
Attire
carpool with colleagues to and from the venue. Show your
Business-casual attire is appropriate for all conference and
Muni or BART ticket and enter a drawing for cool prizes.
evening functions.
:: Paperless resource center: Please use our paperless resource
Badge policy center and online surveys to help reduce unnecessary paper
Attendees are required to wear their Dreamforce Global consumption.
Gathering 2009 badges to all conference functions, including
:: Recycling and composting: By putting materials in the
evening events. Please do not lend your badge to anyone. A
correct bins, you’ll support our goal to significantly reduce
US$50 replacement fee will be charged for a lost conference
the trash that goes to landfills. Please take only what
badge.
you need from exhibitors’ booths, such as collateral and
Banking services giveaways.
The ATM in Moscone South is located on the Exhibit Level :: Hotel and travel: Stay nearby. San Francisco has plenty of
across from Room 103. lodging options close to The Moscone Center as well as
public transportation options to the event. What’s more,
Business Center
several hotels offer a tremendous amount of sustainable
The Business Center in The Moscone Center offers general
amenities and eco-options.
business services, including copying, faxing, shipping (UPS only),
and computer access. First aid and safety
The Business Center in Moscone South is located on the Exhibit Earthquake
Level adjacent to the entrance of Hall C, and can be reached via If you are inside the convention center and an earthquake occurs,
phone at +1.415.974.4067 and via fax at +1.415.974.4052. please stay calm and seek shelter under a desk or sturdy piece
of furniture. Do not go outside and do not run. Stay clear of
Business Center Hours:
windows, wall hangings, and mirrors. Duck, cover your head
Tuesday, November 17 12:00 p.m.–5:00 p.m.
and neck to avoid injury, and hold until the shaking has stopped.
Wednesday, November 18 8:00 a.m.–5:00 p.m.
After the shaking has stopped, you may use emergency exits to go
Thursday, November 19 8:00 a.m.–5:00 p.m.
outside if you desire.
Friday, November 20 8:00 a.m.–1:00 p.m.
Electronic devices Emergency evacuation
As a courtesy to all speakers and fellow attendees at Dreamforce In the event of a necessary evacuation, The Moscone Center
’09, please switch all electronic devices to silent mode. If you need will announce via the public address system that an evacuation
to take a call, please make every attempt to exit the session rooms must occur. Please follow the direction of staff and proceed to
quietly and with as little disturbance as possible. the nearest exit in a calm and safe manner. Do not use elevators
during an evacuation.
Environmental participation
You might find the following programs helpful: Emergency services
For emergency assistance, please call 511 from any house phone
:: Valet bike parking: Ride your bicycle to Dreamforce
or installed phone. This action will alert all necessary parties.
and take advantage of curbside parking for your trusty
two-wheeler. Dreamforce and the San Francisco Bicycle
Coalition have partnered for this event and will offer coffee
and breakfast treats as soon as you arrive.

119
Experience
General Information

First Aid Locations and Hours Transportation assistance
Moscone South-Exhibit Level, opposite Room 106 in Alley 4 Taxis
Tuesday, November 17 7:00 a.m.–8:00 p.m. Taxis are readily available in downtown San Francisco, and no
Wednesday, November 18 7:00 a.m.–10:00 p.m. advance reservations are required.
Thursday, November 19 7:00 a.m.–6:00 p.m. :: Estimated one-way cost to/from San Francisco International
Friday, November 20 7:00 a.m.–12:00 p.m. Airport (SFO): US$45 per taxi
Moscone North - Exhibit Level opposite room 124 :: Estimated one-way cost to/from Oakland International
Tuesday, November 17 7:00 a.m.–8:00 p.m. Airport (OAK): US$60 per taxi
Wednesday, November 18 7:00 a.m.–8:30 p.m.
Thursday, November 19 7:00 a.m.–6:00 p.m. Airport shuttles
Friday, November 20 7:00 a.m.–12:00 p.m. Several airport shuttles serve the conference hotels. Please speak
Esplanade–Next to Room 300 to the doormen or concierge desk to make arrangements for your
Tuesday, November 17 7:00 a.m.–8:00 p.m. departure.
Wednesday, November 18 7:00 a.m.–8:30 p.m. :: Estimated one-way cost to/from SFO: US$15 per person
Thursday, November 19 7:00 a.m.–6:00 p.m. :: Estimated one-way cost to/from OAK: US$25 per person
Friday, November 20 7:00 a.m.–12:00 p.m.
Travel time to SFO via taxi or shuttle is approximately 20 minutes.
Lost and found Travel time to OAK is approximately 30 minutes. Please allow
Should you leave an item in a meeting room or in the Cloud extra travel time during peak traffic hours.
Expo, please visit the information counters located in the South Special discounts have been arranged for attendees through
Lobby and North Lower Lobby for assistance. SuperShuttle. Please visit www.supershuttle.com to book your
Registration desk discounted ride. Group discount code is DWGXN.

The registration desk is located in the North Upper Lobby. Staff BART
is available to assist you during the following hours: Bay Area Rapid Transit (BART) provides transfers from SFO
and OAK to downtown San Francisco. The service is convenient,
Tuesday, November 17 7:00 a.m.–8:00 p.m.
fast, and inexpensive. Trains depart four to five times an hour from
Wednesday, November 18 7:00 a.m.–8:30 p.m.
each airport, and the downtown stations are a short walk to most
Thursday, November 19 7:00 a.m.–6:00 p.m.
downtown hotels. The closest BART station to The Moscone
Friday, November 20 7:00 a.m.–12:00 p.m.
Center is the Montgomery Station.
Session presentations :: Estimated one-way cost to/from SFO: US$8.10
Final versions of all session presentations will be placed on a
:: Estimated one-way cost to/from OAK: US$3.80 plus
special conference page on the salesforce.com Web site shortly
US$3.00 for the AirBart Shuttle from the BART station to
after the conference—for a limited time only. To access these
the airport.
presentations please visit www.salesforce.com.
Travel time to SFO via BART is approximately 35 minutes. Travel
Smoking policy time to OAK is approximately 20 minutes. Please allow extra time
According to California State Law, smoking is not permitted for BART transfers at the airports. For more information, please
inside public places. Smoking is allowed only in designated visit www.bart.gov.
smoking areas outside of Moscone North and South on the
street level.

120 The Cloud-Computing Event of the Year
Experience
General Information

Wi-Fi instructions
Wi-Fi Internet access will be available throughout The Moscone Encryption is 128-bit. Please be courteous to your fellow users.
Center in designated areas. To access the Internet, select Avoid excessive bandwidth usage and take all appropriate
“salesforce” as the SSID (network name). network security precautions to keep your data safe.

Hotel information

Hotel Name Walking Phone Number Fax Number URL Address
Distance
San Francisco Marriott Marquis 1 block 1-415-896-1600 1-415-486-8101 www.marriott.com 55 Fourth Street
San Francisco, CA 94103
Courtyard by Marriott - Downtown 2 blocks 1-415-947-0700 1-415-947-0800 www.marriott.com 299 Second Street
San Francisco, CA 94105
Four Seasons 2 blocks 1-415-633-3000 1-415-633-3001 www.fourseasons.com 757 Market Street
San Francisco, CA 94103
Grand Hyatt San Francisco 6 blocks 1-415-398-1234 1-415-391-1780 www.grandsanfrancisco.hyatt.com 345 Stockton Street
San Francisco, CA 94108
Hilton San Francisco 6 blocks 1-415-771-1400 1-415-771-6807 www.sanfranciscohiltonhotel.com 333 O’Farell Street
San Francisco, CA 94102
Hotel Abri 4 blocks 1-415-392-8800 1-415-398-2650 www.hotel-abri.com 127 Ellis Street
San Francisco, CA 94102
Hotel Monaco - Kimpton Hotel 6 blocks 1-415-292-0100 1-415-292-0111 www.monaco-sf.com 501 Geary Street
San Francisco, CA 94102
Hotel Nikko 5 blocks 1-415-394-1111 1-415-394-1106 www.hotelnikkosf.com 222 Mason Street
San Francisco, CA 94102
Hotel Vitale 1 mile 1-415-278-3700 1-415-278-3730 www.hotelvitale.com 8 Mission Street
San Francisco, CA 94105
Hotel Palomar - Kimpton Hotel 1.5 blocks 1-415-348-1111 1-415-348-1529 www.hotelpalomar-sf.com 12 Fourth Street
San Francisco, CA 94103
InterContinental San Francisco 1 block 1-415-616-6500 1-415-616-6581 www.intercontinentalsanfrancisco.com 888 Howard Street
San Francisco, CA 94103
JW Marriott Union Square 7 blocks 1-415-771-8600 1-415-398-0267 www.marriott.com 500 Post Street
San Francisco, CA 94102
Larkspur Hotel Union Square 7 blocks 1-415-421-2865 1-415-398-6345 www.larkspurhotelunionsquare.com 524 Sutter Street
San Francisco, CA 94102
San Francisco Marriott Union Square 6 blocks 1-415-398-8900 1-415-989-8823 www.marriott.com 480 Sutter Street
San Francisco, CA 94108
Omni Hotel San Francisco 10 blocks 1-415-677-9494 1-415-273-3038 www.omnihotels.com 500 California Street
San Francisco, CA 94104
Palace Hotel - Starwood Luxury 3 blocks 1-415-512-1111 1-415-543-0671 www.starwoodhotels.com 2 New Montgomery Street
Collection San Francisco, CA 94105

Parc 55 Union Square Hotel 5 blocks 1-415-392-8000 1-415-403-6602 www.parc55hotel.com 55 Cyril Magnin Street
San Francisco, CA 94102
Prescott Hotel - Kimpton Hotel 5 blocks 1-415-563-0303 1-415-563-6831 www.prescotthotel.com 545 Post Street
San Francisco, CA 94102
Serrano Hotel - Kimpton Hotel 6 blocks 1-415-885-2500 1-415-474-4879 www.serranohotel.com 405 Taylor Street
San Francisco, CA 94102
Sir Francis Drake Hotel 6 blocks 1-415-392-7755 1-415-391-8719 www.sirfrancisdrake.com 450 Powell Street
San Francisco, CA 94102
St Regis San Francisco 1 block 1-415-284-4000 1-415-284-4100 www.starwoodhotels.com 125 Third Street
San Francisco, CA 94103
Triton Hotel - Kimpton Hotel 5 blocks 1-415-394-0500 1-415-394-0555 www.hoteltriton.com 342 Grant Street
San Francisco, CA 94108
Villa Florence 5 blocks 1-415-397-7700 1-415-397-1006 www.villaflorence.com 225 Powell Street
San Francisco, CA 94102
W San Francisco 1 block 1-415-777-5300 1-415-817-7823 www.starwoodhotels.com 181 Third Street
San Francisco, CA 94103
The Westin San Francisco, Market Street 1.5 blocks 1-415-974-6400 1-415-543-8268 www.westin.com 50 Third Street
San Francisco, CA 94103
The Westin St. Francis 5 blocks 1-415-397-7000 1-415-774-0124 www.westinstfrancis.com 335 Powell Street
San Francisco, CA 94102

121
Experience
Moscone Center Maps

South Lobby
Stairs DOWN Stairs DOWN Stairs UP
to Esplanade Stairs UP
to Mezzanine Level to Mezzanine Level to Esplanade

MOSCONE CENTER
Escalator DOWN
STREET LEVEL
Escalator DOWN Escalator DOWN Howa
to Exhibit Level to Exhibit Level to Exhibit Level
MOSCONE NORTH 300

Escalator DOWN
Registration

to Exhibit Level
Force.com Force.com
Zone Theater
North Lobby

Esplanade Breakout Sessions
303 304

N
Howard Street
305 306
Keyn
307 308

South Lobby
Stairs DOWN Stairs DOWN Stairs UP
to Esplanade Stairs UP
to Mezzanine Level to Mezzanine Level to Esplanade
309 310

Escalator DOWN Escalator DOWN Escalator DOWN Stratus Howa
to Exhibit Level to Exhibit Level to Exhibit Level Café
300

MOSCONE ESPLANADE

Force.com Force.com EAST MEZZAN
Zone Theater
203 228 230
WEST MEZZANINE
Esplanade Breakout Sessions

303 304 208 220 222 224 2
204
270 254 206
202 210
Breakout
Sessions
214 216 218
250 305 306 200 212
Keyn
307 308

309 310

Stratus
Café

MOSCONE ESPLANADE

EAST MEZZANI
203 228 230
122 The Cloud-Computing Event of the Year
WEST MEZZANINE

220 222 224 2
Experience
Moscone Center Maps

MOSCONE CENTER EXHIBIT LEVEL
MOSCONE NORTH

Cloud Expo
Birds-of-a-Feather Lunches/
Campground/Meal Seating/
Welcome & Networking Reception
N Hal
alll D

New to
Dreamforce

Escalator UP to
Attendee

North Lobby
Orientation/ 123 124 125
Breakout
Sessions Breakout Sessions
134 120 121/122

133 132 131 130
P
de Breakout Sessions

Howard Street Howard Street
300

Hands-On Training
& Certification

104 103 102
Force.com
Theater Material
Pick-Up

304

Networking
306
Keynotes & Global Gala Lounge &
Meal Seating
308

Hall B/C Hall A

310
MOSCONE SOUTH
us
é

NADE

EAST MEZZANINE
203 228 230 232 234
123
208 220 222 224 226 236
204
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The only complete
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Demonstrations, Harness the power of the Adobe® Flash® Platform and Force.com
great giveaways, and to create engaging RIAs that run in the cloud and offline.
knowledgeable
Develop and deploy in—and off—the cloud.
Force.com innovators Learn more at www.adobe.com/devnet/salesforce.

© 2009 Adobe Systems Incorporated. All rights reserved. Adobe, the Adobe logo, the Adobe AIR logo, Flash,
sales_info@jobscience.com the Flash logo and Flex are either registered trademarks or trademarks of Adobe Systems Incorporated in the
United States and/or other countries. All other trademarks are the property of their respective owners.
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No Software. No Appliances. No Coding. No Hassles.
To learn more about Boomi Atomsphere and how on-demand
integration can keep your Salesforce data clean,
visit booth #409 or www.boomi.com.

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for business start here.
We’re always thinking about
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business. And with the power
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Reliable Wireless Network, you’ll
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to help you do better business,
you’ll have peace of mind.

Call 1.800.VZW.4BIZ Click verizonwireless.com/business

Network details and coverage maps at verizonwireless.com. © 2009 Verizon Wireless. 94703
Salesforce Mobile
On BlackBerry Smartphones

• Automatically receive new, hot leads
while on the go
• Follow and easily review all opportunity
updates while in the field
• Capture emails and phone call notes
right when they happen
• Got a meeting at a new location?
Map the location right from Salesforce
Mobile and your GPS enabled
BlackBerry® smartphones

Visit BlackBerry at the Mobile Pavilion

©2009 Research In Motion Limited. All rights reserved. BlackBerry®, RIM®, Research In Motion®,
SureType®, SurePress™ and related trademarks, names and logos are the property of Research In Motion
Limited and are registered and/or used in the U.S. and countries around the world.

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Territory Management I Quota Planning I Incentive Compensation I Sales Analytics
The Cloud-Computing Event of the Year
The Cloud-Computing Event of the Year
The Cloud-Computing Event of the Year
The Cloud-Computing Event of the Year
Will the business
change you?
Or will you
change the
business?
The very fact that you’re at Dreamforce tells you We’re already well known as a leader in delivering
something — about you and your company. You don’t CRM services — recognized by external evaluators
subscribe to the traditional view that every business for our experience in thousands of implementations
application needs to come shrink-wrapped, on a CD around the world, including those based on Salesforce.
and take years to implement. com applications. We help you set that vision, rally the
organization around it, and stay on track for success.
Packaged software may have been fine in the 1990s,
but this is a new time. A time when the power of We also have the widest array of services — everything
ideas — not the power of software — is what helps from technology and process consulting, to change
companies accomplish great things. management, security & privacy and financial advisory
services. In short, no other consulting firm can give your
But at the end of the day, Salesforce.com’s applications
company such a 360° view of your business — and
alone aren’t what make the difference. It’s your people
how to achieve success.
— working together towards a clear goal, based on a
solid strategy and optimizing powerful processes. That’s We’d like to do the same for you. Please visit us in the
where Deloitte comes in. Dreamforce Expo to learn more about how we can help
you change your business.

As used in this document, “Deloitte” means Deloitte Consulting LLP, a subsidiary of
Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the
legal structure of Deloitte LLP and its subsidiaries.
Copyright © 2009 Deloitte Development LLC. All rights reserved.
Member of Deloitte Touche Tohmatsu