CRM in Higher Education - April 6th 2011 Mark Peplow – Fujitsu SaaS Practice Chris Atwood – Salesforce.com Simon Parker – KTC Director, Cardiff University © Copyright Fujitsu Services Limited 2010 Copyright Fujitsu Services Limited 2010

Introduction to Salesforce.com Chris Atwood Introduction to Salesforce.com FUJITSU EYES ONLY

2000 2011 ? Why isn’t all enterprise software like Amazon.com? In 1999, we asked a simple question: why isn’t all enterprise software like Amazon.com? I don’t install anything, I don’t upgrade anything, it scales. It was amazing. It was a killer app. But now, in 2011 we ask a different question: why isn’t all enterprise software like Facebook? It’s easy. It’s fun. It’s entertaining. It’s informational. We learn all these things about the people we care about. What if we could share and collaborate like this within our company? What if you knew about all of your employees, your customers or your systems as well as you new your friends and family on Facebook?

“The Facebook Imperative”: The World Has Changed Amazon.com Facebook Tabs Feeds Pull Push Click Touch Desktop Smartphone/Tablet Location Unknown Location Aware The world is changing to a new paradigm for computing that looks much like Facebook. Where Cloud 1 was all about Amazon.com, Cloud 2 is about making applications more like Facebook. In Cloud 1, we used tabs to navigate, we pulled information as we needed, and we clicked our way through these apps on a desktop. But in Cloud 2, it’s all about Facebook, where feeds push information to you. And now, with new devices like the iPad and many more sure to come, we are touching instead of clicking. Facebook has trained people on how to use these new social services. People expect status updates, profiles, and feeds in their applications today. In fact, people now expect these features in their enterprise applications. Windows/Mac Android/iOS/Java/Ruby Self-integrated Marketplace 2000 2011

Our Mission: Cloud Computing Driver, Catalyst & Evangelist Mainframe 1980s On-Premise Client/server Today Enterprise Cloud Computing Industry shifting to enterprise cloud computing and salesforce.com has been leading this shift for over ten years. With the cloud (the internet) companies can build and run applications with just a browser With the cloud you don’t need servers or software today

First Cloud Company to Exceed $1 First Cloud Company to Exceed $1.8 Billion Annual Run Rate 29% Revenue Growth Y/Y in Q4 FY11 $1.8 Billion+ #4 Fastest Growing Company 2010 Annual Revenue Run Rate You can see the growth of our company and of cloud computing evidenced by the growth of our revenue. Salesforce.com currently has an annual revenue run rate of over $1.7Billion and is grew at 30% year over year in our latest fiscal quarter. Quarterly Revenue ($M) FY2005 FY2006 FY2007 FY2008 FY2009 FY2010 FY2011 Revenue through fiscal quarter ended 01/31/11

Strong Growth in New Customers 92,300+ Paying Customers Our customer base is growing just as fast. With over 87,000 customers, we’re the largest enterprise cloud computing vendor. FY2003 FY2004 FY2005 FY2006 FY2007 FY2008 FY2009 FY2010 FY2011

The Cloud Computing Model Multi-tenant Automatic Upgrades Pay-as-you-go Real-time 5x Faster Never been a better time for Cloud Computing Core to cloud computing is multi-tenancy. Multi-tenancy means that all of our customers share a common technology infrastructure. Much like with a multi-tenant office space, companies might share security, internet, and other services. The benefit is that one vendor manages those services and removes the hassle for you. In cloud computing, the benefits of multi-tenancy are that all of our customers get automatic upgrades that preserves their customizations and integrations. With our annual, 3-release upgrade cycle, you can literally come into the office on a Monday morning and have access to new features after a release goes live. Multi-tenancy also enables a new business model based on a pay-as-you- go or subscription model. With this model customers don’t have to pay large up-front capital costs for hardware and software. And you can scale up instantly when you need to add more users or applications. The cloud computing model makes it faster to get up and running and less expensive to run. Without the need to expensive hardware and software, you can point your browser to salesforce.com and start using applications immediately. IDC White Paper sponsored by Salesforce.com: “Force.com Cloud Platform Drives Huge Time to Market and Cost Savings”, Doc # 219965, September, 2009

The Cloud Computing Test Other vendors Hardware/Software Costs ? £0 Automatic Upgrades 3 per year Scalability Instant Democratic 1/3 small business 1/3 midsize business 1/3 large business Apps Marketplace 1000+ apps Energy Efficiency .09 grams CO2/transaction With so many definitions of Cloud Computing floating around, how do you tell if an application is really built for the cloud? We made a test to define “What is cloud computing?” Compare other vendors to salesforce.com and what they offer using this chart.

1% Time Equity Product 228,000+ hours community service 9,500+ non-profit organizations $21 million + grants Salesforce has also received recognition as being a leader for strategic corporate philanthropy Our 1/1/1 program means we donate 1% of equity, time, and product to philanthropic causes - [tell a personal story]

CRM in Higher Education Mark Peplow CRM in Higher Education

CRM Aims Single 360 View of…students, corporations, Schools, faculty staff, parents… improve the quality of communications improve the value of those touch points allow new opportunities to be pursued reduce the cost of maintaining the contact information. provide accurate information allow cross-functional views of information facilitate cross-functional activities ensure that all information is secure and recoverable

IT Challenge Admissions Student Records Accommodation Finance Campaign Management Contact Databases Student Portal Pre-Application Admissions Student Records Accommodation Finance Web sites Events/ Conference Placements Short Course Shared Services Project Management Business Development

Constituent Relationships and growing channels Phone Email Web Chat Social Media Parents Faculty & Staff KTC, Innovation Centre Corporations Students Recruit Retain Engage Other Supporters Admissions, Student Records, Accommodation, Finance

Over 1,700 Education Customers Universities, colleges and Education sector NFP institutions

Simon Parker Cardiff University