Tracks for Every Role

Whether you're a new administrator beginning your implementation, a business executive with a unique challenge, or an IT developer wanting to "code in the cloud," Dreamforce has something for every role. This year's agenda includes more than 250 sessions led by more than 450 experts, including more than 300 fabulous customer speakers. To make it easier for you to navigate this vast menu, we've organized the sessions loosely by role. You can choose to stay completely in a track (and get to know many of your peers in sales marketing and so on). Or feel free to hop around the tracks to get the full exposure to the breadth of options our products, platform, or partner solutions have to offer.

If you get the impression that there's too much for just one person to cover, you're not alone. We recommend that you that bring your project team, your colleagues, and your boss. Dreamforce is a great way to get your company aligned on your SaaS objectives and priorities.

So go ahead, peruse the tracks below and circle your must-attend sessions.
Then come back to our Web site often as we bring you more updates on speakers and sessions.

Tour de Force: Mastering the Force.com Platform Tour de Force: Admin to App Builder Tour de Force: Platform Tech Talks Tour de Force: SaaS Entrepreneurs Tour de Force: Platform Fundamentals Industry Focus: Communications Hands-On Sessions Large Enterprises Channel Executives Administrators Service & Support Executives IT Executives Nonprofits, Education and Public Sector Organizations Google Marketing Executives Executive Insight Industry Focus: Media Industry Focus: High-Tech Industry Focus: Financial Services Sales/Sales Operations Executives

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Track

Tour de Force: Mastering the Force.com Platform

The Force Platform provides a powerful development environment in the cloud. If you already have experience developing on the Force Platform, the sessions in this track can show you how to extend your skills with the latest technologies, tools, code samples, and integration methods.

Key Takeaways
Prepare for the innovation event of the year! Tour de Force @ Dreamforce gives you practical sessions and inspiring demos of the latest Force Platform features and technologies. Get hands-on training on the latest-and-greatest features for both Visualforce and Apex, and get inside the newly minted Winter ’09 release! You’ll meet and learn directly from Force Platform experts, and leave with the know-how to build powerful apps using the Force Platform.

Sessions
Hands-On: New Force Platform Technology
Get hands-on with the latest Force Platform technology to be announced.
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Hands-On: New Force Platform Technology
Get hands-on with the latest Force Platform technology to be announced.
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

Hands-On: Introduction to Visualforce Pages
Visualforce is here! Are you ready to take full advantage of this new technology to build any user interface for any device? Then get your hands on Visualforce Pages and learn exciting things you can do to radically alter the user interface of your Salesforce and Force.com apps. All that’s needed is a little bit of familiarity with XML and/or HTML and a willingness to learn!
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

Hands-On: Creating Wizards with Visualforce
Enrich your app’s user experience with wizards. Combine your knowledge of Visualforce markup and controllers to create a user interface that allows for stepwise data entry. Learn how controllers are used to maintain state across Visualforce Pages. Some programming experience with Apex is recommended to get the full benefit of this hands-on training session.
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

Hands-On: Exercising the Force Platform API
Need to integrate your Salesforce CRM app with a Web service or legacy system? No problem. Get hands-on practice with the fundamentals of the Force Platform Web Services API and learn how to make any app or Web service talk to Salesforce CRM.
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

Elevate Your Force Platform Apps with the Google Visualization API
Looking to bring the power of the Google Visualization API to your Force.com apps? Attend this session to learn how to add rich charting and visualization capabilities to your Force.com apps in a session jointly presented by Google and Force.com experts.
Speaker: Jesse Lorenz, SALESFORCE.COM
Speaker: Nir Bar-Lev, Google Inc.
Speaker: Elizabeth Yin, Google Inc.
Speaker: Itai Raz, Google Inc.
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Visualforce Controllers & Components: Building Reusable UI Building Blocks
One of the newest features of Visualforce is the ability to customize and componentize common UI elements and easily add them to Visualforce Pages. Learn how to incorporate data and logic and add visual appeal to your Force.com apps via the power of Visualforce components and controllers.
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

Apex Test Coverage Best Practices
What is Apex test coverage and how does it impact how you deploy high-quality apps on the Force Platform? So glad you asked! Join this action-packed session to learn how to write production-ready Apex code via triggers and test classes. You'll hear directly from the Force Platform product management team that delivered Apex, so be sure to bring all your toughest questions!
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

Extend Force Platform Applications with Google Data APIs
With Google Apps integrated with the Force Platform, it's now easier than ever for developers to build innovative applications in the cloud. Come hear ideas on how to implement new applications that leverage both the Google and Force Platforms and meet with technical experts from both companies.
Speaker: Jochen Hartmann, Google Inc.
Speaker: Jason Ouellette, Appirio, Inc.*
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Force Platform API Deep Dive
Extend your knowledge of the Force Platform API and Web services capabilities. Come hear best (and worst) practices on how to integrate the Force Platform with external systems and get your toughest questions answered by the Force Platform API R&D team!
Speaker: James Rivera, SALESFORCE.COM
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

Building Killer Force Platform Apps for Mobile Devices
How do you build enterprise applications for the hottest mobile devices in the market? Join salesforce.com's Mobile team as they walk through the specifics of using Force Platform technologies like Visualforce and native customizations to develop compelling applications for a variety of mobile devices.
Speaker: Jeremy McDaniel, Shaw Industries Group, Inc.
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

Apex Deep Dive: Advanced Apex Techniques
Extend your knowledge of Apex and learn new tips and tricks to optimize your use of the latest Force.com features. Come hear best (and worst) practices on how to use the world's first on-demand programming language and get your toughest questions answered by the Apex R&D team!
Speaker: Taggart Matthiesen, SALESFORCE.COM
Speaker: Dave Carroll, SALESFORCE.COM
Speaker: Rasmus Mencke, SALESFORCE.COM
Date: Monday, November 3
Time: 2:15 p.m.- 3:15 p.m.

Force Platform Extreme UI: Using Adobe AIR and Flex to Make Your Apps *Bling*
Looking to build Force Platform apps with rich user experiences? Join us to learn how to use the Force Platform Toolkit for Flex and leave with the know-how you need to use Flash, Flex, and Adobe's AIR technologies to build interfaces that users will love.
Speaker: John Barnes, Model Metrics, LLC (MAIN)
Speaker: James Ward, Adobe Systems Incorporated / San Francisco Office
Speaker: Dave Carroll, SALESFORCE.COM
Speaker: Marlin Scott, Kailea Networks
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

New Force Platform Technology
Learn how to extend your applications with the latest Force Platform technology to be announced.
Speaker: Bulent Cinarkaya, SALESFORCE.COM
Speaker: Michael Wolverton, Cathedral Equity Partners, LLC Inc.
Speaker: clement wang, Zuora, Inc
Speaker: Tom Furtney, Jobscience Inc.
Speaker: Choi Ryan, Zuora, Inc
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

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Track

Tour de Force: Admin to App Builder

Wish you could build powerful applications for your organization—without programming? The Force Platform lets you create meaningful apps without traditional development skills. Join fellow admins and business analysts as you learn app-building techniques to help you—and your company—get more out of the Force Platform.

Key Takeaways
Prepare for the innovation event of the year! Tour de Force @ Dreamforce gives you practical sessions and inspiring demos of the latest Force Platform features and technologies. Get hands-on training on the latest-and-greatest features for both Visualforce and Apex, and get inside the newly minted Winter ’09 release! You’ll meet and learn directly from Force Platform experts, and leave with the know-how to build powerful apps using the Force Platform.

Sessions
Beyond S-Controls: Learn to Use Visualforce in Your Force Platform Apps
If you're familiar with S-controls and want to know why Visualforce is so much more compelling, then this session is for you! Join Force Platform experts as they review the typical uses for S-controls and explain why Visualforce is easier, faster, and more fun to use in your applications!
Speaker: Jesse Lorenz, SALESFORCE.COM
Speaker: Jon Mountjoy, SALESFORCE.COM
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

Hands-On: Building Your First Force Platform Application
You don't need to be a programmer to build applications! Join us to get hands-on training on how to develop full-featured business applications that extend your Salesforce CRM org using the building blocks of the Force Platform.
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

Look Ma! No Code! Build Powerful Force Platform Apps Without Programming
The Force Platform lets you build powerful apps without programming. This session covers essential Force Platform features you can use to build an app, including custom objects, workflow, formulas, and validation rules.
Speaker: Mary Scotton, SALESFORCE.COM
Speaker: Julie Trell, SALESFORCE.COM
Speaker: William Gradin, SALESFORCE.COM
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

Unlocking the Value from Your Data with Reporting and Analytics
Your data is your most precious resource, but are you taking full advantage of it? This session will go through some of the ways you and your users can aggregate your data to reveal higher truth through searching, the use of tags, and reporting and analytic tools on the Force.com platform.
Speaker: Thomas Tobin, SALESFORCE.COM
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

Making the Force Platform Work for You: Using Workflow to Add App Automation
Replace manual tasks with the automated capabilities of the Force Platform's workflow engine to support approval hierarchies and trigger notifications and alerts. This session will also cover advanced workflow features such as parallel and dynamic workflow.
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Building Smarter Apps Using Formulas
If you know how to use Excel, you'll be able to add logic to your Force Platform applications. This session will cover ways to add logic to your applications without programming through Force Platform features such as formulas, validation rules, and rollup summary fields.
Speaker: Jake Harris, Aisle7
Speaker: Eric Bezar, SALESFORCE.COM
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

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Track

Tour de Force: Platform Tech Talks

New to Dreamforce '08 are Platform Tech Talks, which will cover subjects of interest to developers: product roadmap updates, behind-the-scenes glimpses of how salesforce.com builds and delivers technologies, and the opportunity for Q&A with key architects and technologists on the Force Platform R&D team. You'll be amazed at how much information we can cram into a small window of time!

Key Takeaways
Prepare for the innovation event of the year! Tour de Force @ Dreamforce gives you practical sessions and inspiring demos of the latest Force Platform features and technologies. Get hands-on training on the latest-and-greatest features for both Visualforce and Apex, and get inside the newly minted Winter ’09 release! You’ll meet and learn directly from Force Platform experts, and leave with the know-how to build powerful apps using the Force Platform.

Sessions
Behind-the-Scenes at Salesforce.com R&D: How We Deliver 3 Major Releases a Year
What does it take to consistently deploy major releases to 1+ million users several times a year? Meet the salesforce.com R&D team responsible for the agile development programs and processes that delight end users by delivering hundreds of new features every year...all with amazing predictability.
Speaker: Steve Greene, Salesforce.com
Speaker: Chris Fry, SALESFORCE.COM
Speaker: Rajani Ramanathan, SALESFORCE.COM
Speaker: Peter Morelli, SALESFORCE.COM
Speaker: Catherine Courage, SALESFORCE.COM
Speaker: Eric Bezar, SALESFORCE.COM
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

Multitenant Magic: Under the Covers of the Force Platform Data Architecture
At the heart of all Force Platform applications is a multitenant SaaS architecture pioneered by salesforce.com. Come hear from the salesforce.com R&D architects who developed this innovative technical breakthrough that makes enterprise cloud computing possible.
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

Meet the Force Platform Development Team
Meet the core architects and development team behind the Force Platform. Hear directly from Steve Fisher, SVP Platform, as he covers future product directions for the Force Platform. Bring your toughest technical questions and see if you can stump the experts!
Speaker: Adam Gross, SALESFORCE.COM
Speaker: Chris Fry, SALESFORCE.COM
Speaker: Doug Chasman, SALESFORCE.COM
Speaker: Steve Fisher, SALESFORCE.COM
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Behind-the-Scenes at Salesforce.com R&D: Powering 150 Million Transactions a Day
Ever wonder how the Force.com platform runs 150+ million transactions per day? Get a behind-the-scenes peek at the underlying technologies, network architecture, and operations that power the Force.com platform and suite of Salesforce CRM applications.
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

Building for Better Usability: Best Practices from Salesforce.com's UE Team
What does it take to build highly usable Web applications? Hear directly from the salesforce.com User Experience team responsible for delivering the award-winning UI in Salesforce CRM applications and then leverage their best practices and design guidelines for your own Force.com apps!
Speaker: Catherine Courage, SALESFORCE.COM
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

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Track

Tour de Force: SaaS Entrepreneurs

There's never been a better time to be an entrepreneur building a SaaS company! The Force Platform lets anyone with the entrepreneurial spirit develop, deploy, and market SaaS applications quickly and profitably. This track shows you how to translate your innovation into a real revenue stream, covering key business concepts such as business planning, fund raising, distribution options, marketing, and more.

Key Takeaways
Prepare for the innovation event of the year! Tour de Force @ Dreamforce gives you practical sessions and inspiring demos of the latest Force Platform features and technologies. Get hands-on training on the latest-and-greatest features for both Visualforce and Apex, and get inside the newly minted Winter ’09 release! You’ll meet and learn directly from Force Platform experts, and leave with the know-how to build powerful apps using the Force Platform.

Sessions
Managing Application Licensing and Distribution on the Force Platform
Learn how the Force Platform can help you manage the commercial licensing and distribution of your SaaS applications. With these capabilities, you'll be able to manage trials, provisioning, and license enforcement for your customers. Join Force Platform product managers and learn best practices for using license management to convert leads to revenue!
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

The Fastest Path to SaaS Success: Become a Force Platform ISV Partner
Build your SaaS company on the same technologies that power salesforce.com's industry-leading applications: the Force Platform. Come hear an overview of the Force Platform ISV Partner Program, technology resources, and the go-to-market advantages of joining the world's largest on-demand ISV ecosystem.
Speaker: Bob Morrell, Riskonnect, Inc.
Speaker: Matthew Panning, SALESFORCE.COM
Speaker: Jodi Baskin, SunGard
Speaker: Priya Nallan, Dow Jones & Company, Inc.
Speaker: Srikanth Nandula, AMDOCS
Speaker: Farooq Muzaffar, Verizon Communications - Primary
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

Building a Business on the Force Platform and Google Apps
The integration of Google Apps and the Force Platform means new commercial opportunities for solution providers in the salesforce.com ecosystem. The Google Enterprise team will introduce programs that enable partners to take advantage of these opportunities through marketing assistance, sales tools, training materials, and technical support.
Speaker: Jeff Ragusa, Google Inc.
Speaker: Andrew Johnson, Acronym Technologies
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

SaaS Finance 101: Creating a Financial Plan for Your Force Platform Startup
Looking to build a business plan for your SaaS company, but don't know how to create the right financial model? Hear best practices and insider tips first-hand from SaaS finance experts and actual investors on what financial metrics matter and how they affect your business plan, ability to raise capital, and long-term profitability.
Speaker: Byron Deeter, Bessemer Venture Partners
Speaker: Mark Trang, salesforce.com
Speaker: Philippe Botteri, Bessemer Venture Partners
Speaker: John Ebner, KPMG
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

7 Secrets to SaaS Startup Success
So you want to start a SaaS company, but don't know how to begin? Running a SaaS company isn't like running a traditional software company. How do you take advantage of the SaaS model to effectively build your business? Join us to learn how salesforce.com successfully pioneered the SaaS business model and take home valuable tools and ideas to apply to your own company.
Speaker: Kirk Krappe, Apttus Inc.
Speaker: Mark Trang, salesforce.com
Speaker: Terry Elliott, Jobscience Inc.
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Building Force Platform Native Apps for Commercial Distribution
Learn how to accelerate the development and distribution of your SaaS applications to the world's largest ecosystem of SaaS customers via the Force Platform AppExchange and Force Platform Checkout. This session will cover best practices related to publishing an app on the AppExchange as well as new invoicing and billing capabilities.
Speaker: Randy Ehler, Glovia Services, Inc.
Speaker: Sati Hillyer, SALESFORCE.COM
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

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Track

Tour de Force: Platform Fundamentals

So you’re already a developer, but you aren't creating applications on the Force Platform yet? This track shows you exactly how to apply your existing technical skills to the Force Platform as you learn how to design, develop, and deploy complete and comprehensive applications in the cloud.

Key Takeaways
Prepare for the innovation event of the year! Tour de Force @ Dreamforce gives you practical sessions and inspiring demos of the latest Force Platform features and technologies. Get hands-on training on the latest-and-greatest features for both Visualforce and Apex, and get inside the newly minted Winter ’09 release! You’ll meet and learn directly from Force Platform experts, and leave with the know-how to build powerful apps using the Force Platform.

Sessions
Enhancing Your Force Platform Apps with Google Geo & Maps APIs
You've seen basic Google Maps mashups, but did you know there are new API capabilities that support Flash-based maps, Google Earth, geo-coding, and other advanced visualizations? Join experts from the Google Geo API team as they show you how to implement new types of geo-enabled Force Platform apps.
Speaker: Billy Rutledge, Google Inc.
Speaker: Scott Hemmeter, Arrowpointe Corp.
Speaker: Ossama Alami, Google Inc.
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Hands-On: New Force Platform Technology
Get hands-on with the latest Force Platform technology to be announced.
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

Hands-On: Building Your First Force Platform Application
You don't need to be a programmer to build applications! Join us to get hands-on training on how to develop full-featured business applications that extend your Salesforce CRM org using the building blocks of the Force Platform.
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

Hands-On: Apex Code
Ready to add more sophisticated logic and user interfaces to your Salesforce CRM and Force Platform apps? Then get hands-on access to Apex, the world’s first on-demand programming language. This session offers hands-on training to show you how to extend your apps with Apex triggers and classes that run right on salesforce.com servers.
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

Hands-On: Introduction to Visualforce Pages
Visualforce is here! Are you ready to take full advantage of this new technology to build any user interface for any device? Then get your hands on Visualforce Pages and learn the exciting things you can do to radically alter the user interface of your Salesforce CRM and Force.com apps. All that’s needed is a little knowledge of XML and/or HTML and a willingness to learn!
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Getting Started with the New Force Platform Technology
Learn how to get started with the latest Force Platform technology to be announced.
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

Build Any UI for Any App Using Visualforce
Learn how to use the latest Force Platform innovation, Visualforce, to build any UI for any application. This technical introduction will include code walkthroughs and cover topics including components and common use cases.
Speaker: Jotham Fisher-Smith, Surfwriter, Inc.
Speaker: Jesse Lorenz, SALESFORCE.COM
Speaker: Ron Hess, SALESFORCE.COM
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

Building Secure Applications on the Force Platform
Learn how to build secure applications that are developed or integrated using the Force Platform.
Speaker: Alex Stamos, iSEC Partners
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

Anatomy and Framework of a Force Platform App
The Force Platform features that allow you to build apps declaratively and without code are a key part of providing the productivity and power developers love. This session covers the core elements of the Force Platform, including custom objects, workflow, formulas, and validation rules that let you create sophisticated apps that are more functional and easy to build than ever before.
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Using the Force Platform API for Enterprise SOA and Integration
The Force Platform and popular Force Platform Web Services API make the concepts of SOA real by making it easy to create powerful, robust integrations with other systems. This session will showcase key Force Platform SOA features and tools for integrations as well as some of the popular APIs and techniques for connecting to application data and infrastructure.
Speaker: Markus Spohn, SALESFORCE.COM
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

Development as a Service: Building and Deploying Apps in the Cloud
The Force Platform makes it easy to develop and deploy powerful apps in the cloud. Learn how to use the latest set of tools and services that bring developer productivity and collaboration to the Force Platform-as-a-service (PaaS) model. Led by Force Platform experts, this session will cover the Force Platform Metadata API, Force Platform IDE, Force Platform Code Share, Force Platform Sandbox, and much more.
Speaker: Jon Plax, SALESFORCE.COM
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

Building and Deploying Production-Quality Applications Using the Force Platform
Making extensive changes to Salesforce CRM? Building new applications? You may not want to make changes directly in your live production environment. No problem! The Force Platform provides a number of tools and environments to help you implement more deliberate development processes for your customizations and new apps. This session covers the use of Force Platform Sandbox, Metadata API, and Force Platform Migration Tool to deliver the full develop -> test -> stage -> release application life cycle.
Speaker: Glen Martin, SALESFORCE.COM
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

Coding the Cloud: An Introduction to Apex
Learn to extend the logic of your Force Platform apps using Apex, the world's first programming language for cloud computing.
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

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Track

Industry Focus: Communications

This track features sessions, training, speakers, and events for professionals in the communciations industries (telecommunications, cable, etc). We’ve got the latest industry news, strategies, and ideas to get you thinking. Learn how to use Salesforce CRM, the Force Platform AppExchange marketplace, and the Force Platform to amaze yourself and your peers.

Key Takeaways
Learn how to use Salesforce CRM and the Force Platform to solve your most pressing business challenges: winning new customers, keeping them, and increasing their average spend. Hear powerful new ideas from industry thought leaders and Salesforce CRM experts—and then put your plans into action with hands-on training. You’ll also get a firsthand look at how the latest AppExchange innovations can help you achieve even more success on demand.

Sessions
Your Business in the Cloud with Mobile
In the communications business, it's always a mix of different products and services that need to be managed and run across many different business groups. Did you know Salesforce CRM and even Salesforce CRM Mobile can make this process a lot easier? It doesn't matter if you're selling mobile phones, advertisements, marketing activities, complete communication services, or even potato chips! From core applications to extensive customizations to making your mobile users the secret to success—learn how your communications business leaders are making business a success in the cloud with mobile.
Speaker: Kelly Jones, Boost Mobile LLC
Speaker: Matthew Chong, Boost Mobile LLC
Speaker: John Cleveland, Alltel Corporation
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

Get Connected: Integrating Salesforce CRM in a Telecom Environment
Integrationally challenged? Learn how telecom and cable companies can get more from Salesforce CRM through integration with typical back-office systems. We're talking about some of the challenges unique to a telecom environment, what typical integrations are, why they're important, and how to plan and execute the right integration solution. We'll also share a few case studies from actual customer rollouts. You don't want to miss it!
Speaker: Jim Bale, NTT America
Speaker: Ted Girdner, Comcast Cable Communications Management LLC
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Managing Channel Partners in the Communications Industry
Sales force automation is great for your sales team, but 10% to 20% of sales in the communications industry comes through channel partners. This session sheds glorious light on how partner relationship management (or PRM) can bring the power of CRM to you and your channel partners and increase your channel revenue.
Speaker: William Moxley, SALESFORCE.COM
Speaker: Daniel Sieff, Sprint Nextel Corporation
Speaker: Jim Bale, NTT America
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

The Customer Service Imperative in the Communications Industries
Telecom and cable companies are adopting our Salesforce CRM Customer Service & Support product to improve their customer service and retention. Join this session to learn why and how! We'll discuss service and support trends and challenges in the communications industries and how some of today's leading companies are rising to the challenge with Salesforce CRM.
Speaker: Pat Muller, Charter Communications Inc.*
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

Salesforce CRM in the Communications Industries
This is the Dreamforce kickoff for the communications industries (telecom and cable). Join us to learn about how our communications customers are addressing today's industry issues, why our new products matter to communications companies, and what the future holds for salesforce.com and the communications industries. You'll also get an overview of the "must-attend" sessions and events for communications customers at Dreamforce.
Speaker: John Higgins, Charter Communications Inc.*
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

Success Spotlight: Driving Organizational Productivity with Salesforce CRM
A successful Salesforce CRM deployment is more than just great technology-- it also requires a clearly defined vision, streamlined processes and much more! Come learn firsthand from industry pros about the programs and processes they have implemented at their organizations to increase productivity and send user adoption sky-rocketing! Increasing customer loyalty, decreasing churn and improving customer satisfaction are just a few of the topics covered. We guarantee you will walk away from this session with tangible solutions that can be applied within your organization to ensure your success with Salesforce CRM!
Speaker: Daniel Sieff, Sprint Nextel Corporation
Speaker: Tom Keefe, Charter Communications
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

A Tale of Three Teams: Industry veterans discuss their deployment success.
Deploying Salesforce CRM within a large communications organization requires careful attention to the implementation team you assemble. Complex requirements, disparate functional groups, and a large user base are some of the complexities the project team must overcome. Hear industry veterans from Alltel, Embarq, and Shaw Communications describe their challenges and how they succeeded by using a combination of internal resources, Salesforce.com Consulting, and service partners.
Speaker: Christian Morgan, SALESFORCE.COM
Speaker: Jason Enneking, Embarq*
Speaker: Jeremy Robinson, Shaw Cablesystems G.P.
Speaker: Mitchell Strack, Alltel Corporation
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

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Track

Hands-On Sessions

Looking to try out some of the ideas or new features and techniques you’ve heard about at the conference? Then come to a training session and get your hands on the latest Salesforce applications and Force.com platform features! Whether you’re a Salesforce novice, a seasoned expert, an admin, a developer, an executive, or an entrepreneur, we’ve got a hands-on training session for you.

Key Takeaways
Hands-on training gives you practice applying the latest and greatest Salesforce applications and Force.com platform features of Winter ’09. Receive expert instruction on a vast array of topics including Salesforce administration, application development, automating business processes with workflow, advanced reporting techniques, best practices for data trending, Visualforce, Apex, Google apps, and much more. Take your applications to new levels and improve your business. This is the number one way to make sure you retain and apply all your new knowledge.

Sessions
Hands-On: New Force Platform Technology
Get hands-on with the latest Force Platform technology to be announced.
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Hands-On: New Force Platform Technology
Get hands-on with the latest Force Platform technology to be announced.
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

Hands-On: Introduction to Visualforce Pages
Visualforce is here! Are you ready to take full advantage of this new technology to build any user interface for any device? Then get your hands on Visualforce Pages and learn exciting things you can do to radically alter the user interface of your Salesforce and Force.com apps. All that’s needed is a little bit of familiarity with XML and/or HTML and a willingness to learn!
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

Hands-On: Creating Wizards with Visualforce
Enrich your app’s user experience with wizards. Combine your knowledge of Visualforce markup and controllers to create a user interface that allows for stepwise data entry. Learn how controllers are used to maintain state across Visualforce Pages. Some programming experience with Apex is recommended to get the full benefit of this hands-on training session.
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

Hands-On: Exercising the Force Platform API
Need to integrate your Salesforce CRM app with a Web service or legacy system? No problem. Get hands-on practice with the fundamentals of the Force Platform Web Services API and learn how to make any app or Web service talk to Salesforce CRM.
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

Hands-On: Building Your First Force Platform Application
You don't need to be a programmer to build applications! Join us to get hands-on training on how to develop full-featured business applications that extend your Salesforce CRM org using the building blocks of the Force Platform.
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

Hands-On: New Force Platform Technology
Get hands-on with the latest Force Platform technology to be announced.
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

Hands-On: Building Your First Force Platform Application
You don't need to be a programmer to build applications! Join us to get hands-on training on how to develop full-featured business applications that extend your Salesforce CRM org using the building blocks of the Force Platform.
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

Hands-On: Apex Code
Ready to add more sophisticated logic and user interfaces to your Salesforce CRM and Force Platform apps? Then get hands-on access to Apex, the world’s first on-demand programming language. This session offers hands-on training to show you how to extend your apps with Apex triggers and classes that run right on salesforce.com servers.
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

Hands-On: Introduction to Visualforce Pages
Visualforce is here! Are you ready to take full advantage of this new technology to build any user interface for any device? Then get your hands on Visualforce Pages and learn the exciting things you can do to radically alter the user interface of your Salesforce CRM and Force.com apps. All that’s needed is a little knowledge of XML and/or HTML and a willingness to learn!
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Hands-On: Salesforce to Salesforce
Would you like to instantly connect and exchange data with partners via Salesforce? Learn how Salesforce to Salesforce can help you securely and easily share data with another company that is also using Salesforce. This hands-on session will show you how to use real-time collaboration to gain visibility into critical business data that spans multiple companies.
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

Hands-On: Partner Relationship Management
Get the most out of your indirect channels! Empower your partners with Salesforce CRM data and ensure their success. Get hands-on experience setting up Salesforce CRM Partner Networks so you can manage, track, and forecast direct and indirect business.
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

Hands-On: Introduction to Salesforce CRM Administration
New to Salesforce CRM administration? Join us for this fast-paced, hands-on introduction to Salesforce CRM setup fundamentals. You'll receive expert instruction on the basics of configuration and customization.
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Hands-On: Winter '09 for Administrators
Are you an administrator looking to get the most out of the latest, greatest that salesforce.com has to offer? Join us for hands-on training with the newest administration features from the Winter '09 release.
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

Hands-On: Advanced Reporting
Are you comfortable creating reports and dashboards, but struggle with more complex requests from your user base? Are you ready to take reporting to the next level? Learn how to leverage features like custom report types and custom formulas to build valuable insight into your data in this practical, hands-on training session.
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

Hands-On: That Was Then; This Is Now -- Practices in Data Trending
Creating historical views on data has never been easier. Learn how to make smart decisions about your business in real time. This hands-on session will give you practice applying powerful features such as custom report types, custom objects, formula fields, and analytic snapshots to view data trending.
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Hands-On: Getting a Handle on Dirty Data
Is dirty data getting in the way of your success? Learn how to promote quality data in your apps. This hands-on session will give you practice applying powerful capabilities such as validation rules and formula fields to help your users be more productive and efficient and to input higher-quality data from the start.
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

Hands-On: Automate Business Process with Approval Workflow
Learn how to build approval workflow to automate virtually any business process in your company, 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.
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

Hands-On: Salesforce CRM Mobile
Learn to deploy Salesforce CRM to wireless handhelds, using Salesforce CRM Mobile. This session includes hands-on experience with setup, deployment, and customization and provides tips to help you get the most from Salesforce CRM on your handheld. Some familiarity with Salesforce CRM functionality and administration is suggested to get the most out of this training.
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Hands-On: Introduction to Salesforce CRM Administration
New to Salesforce CRM administration? Join us for this fast-paced, hands-on introduction to Salesforce CRM setup fundamentals. You'll receive expert instruction on the basics of configuration and customization.
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

Hands-On: Winter '09 for Administrators
Are you an administrator looking to get the most out of the latest, greatest that salesforce.com has to offer? Join us for hands-on training with the newest administration features from the Winter '09 release.
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

Hands-On: Help Customers to Help Themselves with the Customer Portal
With the Salesforce CRM Customer Portal, your customers get to choose when and how they want to interact with your customer service center. And when they do, they get a rich Web 2.0 experience that makes them want to come back again and again. Find out how to quickly and easily set up your own customer portal so it's ready to deploy as an integral part of your Salesforce CRM application family.
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

Hands-On: Building Dashboards to Drive Agent Productivity
Looking to make your call center more efficient while achieving the highest levels of customer satisfaction? Dashboards are an easy way to gain visibility into critical target areas. In this session, you'll get hands-on practice building reports and dashboards to measure and communicate key metrics for agent productivity.
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

Hands-On: Automation for Social Change Organizations
Why spend precious time manually assigning tasks, sending emails, and updating your records when Salesforce CRM can do the work for you? Learn firsthand how Salesforce CRM workflow can help streamline processes in your organization.
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

Hands-On: Salesforce for Google AdWords
Salesforce for Google Adwords: Your ticket to ROI for Web campaigns! Get hands-on experience with Google Adwords to create, manage, and measure search engine marketing campaigns from within Salesforce. Learn how you can achieve complete visibility and control over your search engine marketing investments -- from keyword selection to closed deals.
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

Hands-On: Salesforce CRM for Google Apps
Salesforce CRM for Google Apps is a powerful suite of Web-based office productivity applications designed for your business. In this hands-on training session, learn how to set up and use Google Apps to make it incredibly easy for users to communicate, collaborate, and share business information. You'll be amazed how just a few simple changes can transform your outlook.
Speaker: Jackson Rose, SALESFORCE.COM
Date: Monday, November 3
Time: 2:15 p.m.- 3:15 p.m.

Hands-On: Building Dashboards to Drive ROI
Good marketing requires good measurements. Dashboards are an easy way to get the marketing intelligence you crave. This session includes hands-on training and valuable best practices for building reports and dashboards to capture popular marketing analytics.
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

Hands-On: Salesforce for Google AdWords
Salesforce for Google Adwords: Your ticket to ROI for Web campaigns! Get hands-on experience with Google Adwords to create, manage, and measure search engine marketing campaigns from within Salesforce. Learn how you can achieve complete visibility and control over your search engine marketing investments -- from keyword selection to closed deals.

Hands-On: Building Dashboards to Drive ROI
Good marketing requires good measurement. Dashboards are an easy way to get you the marketing intelligence you crave. This session includes hands-on training and valuable best practices for building reports and dashboards to capture popular marketing analytics.
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

Hands-On: Building Dashboards to Drive Revenue
Ready to boost the effectiveness and impact of your business metrics? Try real-time advanced reporting! Dashboards are an easy way to increase team and organizational visibility in critical target areas. This session includes hands-on training and valuable best practices for creating high-impact reports and dashboards for your sales team and organization.
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Hands-On: Building Dashboards to Drive Revenue
Ready to boost the effectiveness and impact of your business metrics? Try real-time advanced reporting! Dashboards are an easy way to increase team and organizational visibility in critical target areas. This session includes hands-on training and valuable best practices for creating high-impact reports and dashboards for your sales team and organization.
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

Back to Tracks List

Track

Large Enterprises

This track caters to the business and IT executives of those salesforce.com customers with complex requirements often associated with large, global enterprises. What will you find? How about exciting enterprise thought leaders, unheard-of implementation secrets, why-didn’t-I-think-of-that customizations, hands-on training, and—of course—plenty of networking.

Key Takeaways
Sit in on specialized case studies, panels, and presentations on a vast range of topics, all focused on helping large companies formulate and execute in-depth, scalable success strategies. Discuss best practices and strategies for managing enterprise deployments directly with leading salesforce.com customers, executives, and product experts.

Sessions
Seagate: Managing The Global Business With Salesforce CRM
Seagate is a global leader in advanced digital storage solutions for the on-demand world. To deliver on its brand promise to optimize innovation, the company chose salesforce.com as a key technology partner. Seagate has aggressively adopted Salesforce CRM to manage its global business operations, including everything from SFA to content and service and support applications. In this session, you'll hear both the business and IT perspective on the challenges and opportunities of managing thousands of users across a diverse business using almost everything in the Salesforce CRM portfolio and the Force Platform.
Speaker: Aaron Bagchee, Seagate Technology LLC
Speaker: Parijat Sharma, Seagate Technology LLC
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

SaaS Phase 2 in Enterprise Deployments
Hoorah! You've achieved it: an enterprise SaaS deployment! Phase 1 is over.... now what? This session will focus on Phase 2 strategies related to enterprise deployments and will contrast two industry-leading companies. One company is moving from a single business unit to a full enterprise rollout. The other company started with a global deployment and is now managing localized requests on a global platform.
Speaker: Robert Ketchum, Aon Corporation*
Speaker: Teodora Abbatine, Liberty Mutual Group Inc
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Enterprise IT Strategy for the Cloud
The promise of cloud computing provides huge opportunities for business, but there are many IT realities, especially for large enterprises. The opportunity to rapidly roll out thousands of users across divisions and regions provides the opportunity for tremendous value, but there are many challenges. How do you roll out in multiple languages? How do you bring multiple Salesforce orgs together? How do you deal with myriad international regulations and privacy concerns? This is the place to ask the experts and hear about best practices on global deployments ranging from San Francisco to Singapore to Switzerland.
Speaker: Jukka Valkonen, Kaiser Foundation Health Plan Inc (MAIN)
Speaker: Basil Fedynyshyn, Wells Fargo Bank NA
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

90 Day Global Roll Out - From Vision to Reality
Join us to learn how IMS Health implemented Salesforce CRM across its global sales, consulting and services organizations. Find out what structures they've put in place to accomplish this, and leave with innovative best practices to drive your deployment. Learn the importance of defining a vision, managing scope & expectations and how to execute a global deplyment that is integrated with several enterprise systems.
Speaker: Marie Sonde, IMS Health, Inc.
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

The Real ROI Story: Red Hat Sales Transformation
Red Hat embarked on a journey to leverage Salesforce by utilizing a unique ROI-driven approach. With market trends driving fundamental changes in behaviors for direct sales, and the way vendors and channel partners need to engage, the Red Hat story is a remarkable case study. Come see the specific metrics and business results that Red Hat were able to drive and how their lessons learned could apply to you.
Speaker: Nick Van Wyk, RedHat Inc.**
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

Software-as-a-Service: Liberty Mutuals Roadmap for CRM Success
Looking for more than mere implementation? Join Liberty Mutual business and technology leaders for a deep-dive look at how Liberty Mutual leveraged Fujitsu’s end-to-end consulting services to transform their business through an innovative Software-as-a-Service deployment. Learn how the US’s 6th largest Property & Casualty insurance provider efficiently deployed business processes on Salesforce CRM to optimize their sales organization.
Speaker: Dora Abbatine, Liberty Mutual Insurance Company
Speaker: John Argenziano, Fujitsu Consulting (Okere)
Speaker: Andrea Rissler, Liberty Mutual Insurance Company
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

Architecting for Success - A Global Perspective From Dell
How do you architect for success? And how do you take maximum advantage of the Force.com platform and execute on a global deployment? The key is to architect for success by structuring programs and program management thoughtfully. Join us for firsthand insights from industry leader, Dell.
Speaker: Ryan Worobel, Dell Inc. (Main)
Speaker: Robert Kraynak, SALESFORCE.COM
Speaker: Anand Srinivasan, Dell Inc. (Main)
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Sponsorship and Governance: Do You Have the Right Model?
How do you build a structure to manage a large multi-business-unit deployment? Often, the challenges center around addressing the requirement to deliver business value. Many times, the key is securing the right sponsorship and instituting a governance model that drives user adoption. Learn how this approach can result in a successful project -- and create a path to deliver continuious improvement.
Speaker: Katie Cole, Thomson Healthcare
Speaker: Cheryl O'Connor, Analog Devices, Inc.
Speaker: Peter Reis, Wyoming Business Council
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

Business Value: How Do You Measure Success?
Salesforce.com is all about customer success, but success should be measurable based on business drivers and metrics. How do you move from incremental improvement to business impact or transformation? The challenge for many organizations is how to translate their vision into actionable metrics and measureable improvement. Join us to learn more!
Speaker: Patrick Morrissey, SALESFORCE.COM
Speaker: Samantha Loveland, SALESFORCE.COM
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

Back to Tracks List

Track

Channel Executives

Designed for channel executives, operations staff, and administrators, this track gets down and dirty about the future of channels. Listen to your peers share their PRM best practices for using Salesforce CRM Partner Networks to achieve their channel revenue program objectives.

Key Takeaways
Channel strategy, lead optimization, and deal registration... Oh my! Channel experts will pass along strategies, tips, and tricks for increasing channel success across the board—and you’ll take home incredible use cases, valuable best practices, and hands-on experience to take your Salesforce CRM Partner Networks implementations to the next level.

Sessions
Dell's Channel: What A Difference A Year Makes
Want to learn firsthand what it takes to transform your channel? Attend this session and hear Greg Davis, Dell's VP & general manager, Americas Channel Group, describe how Dell listened to what its partners wanted and delivered the PartnerDirect program. Powered by Salesforce CRM Partner Networks, Dell's new program has dramatically changed the way it does business and helped create deeper relationships with solution providers.
Speaker: Tim Dickson, Dell Inc. (Main)
Speaker: Greg Davis, Dell Inc. (Main)
Speaker: Amy Regan Morehouse, SALESFORCE.COM
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

Launch a Channel Training & Certification Program that Builds Success & Revenue
Learn how Dell is using NetExam to rollout a global partner training program in 30 languages to over 100 countries in record time. We will discuss how Partner Training can be fully integrated with the Salesforce Lead Generation and Deal Registration programs and how you can launch a complete Partner Certification Ecosystem in just days. From SSO to the future of Partner Certification, we’ll show you how to get it done on time and under budget.
Speaker: Tim Dickson, Dell Inc. (Main)
Speaker: Elay Cohen, SALESFORCE.COM
Speaker: Himansu Karunadasa, Media Defined / NetExam
Speaker: Brett Strauss, Media Defined / NetExam
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

Hands-On: Salesforce to Salesforce
Would you like to instantly connect and exchange data with partners via Salesforce? Learn how Salesforce to Salesforce can help you securely and easily share data with another company that is also using Salesforce. This hands-on session will show you how to use real-time collaboration to gain visibility into critical business data that spans multiple companies.
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

Hands-On: Partner Relationship Management
Get the most out of your indirect channels! Empower your partners with Salesforce CRM data and ensure their success. Get hands-on experience setting up Salesforce CRM Partner Networks so you can manage, track, and forecast direct and indirect business.
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

Salesforce CRM Partner Networks Roadmap
What's new? What's next? This session reviews top customer feature requests for Salesforce CRM Partner Networkss. Talk to salesforce.com's Director of Product Management and the Chief Architect in this town hall format. Have your questions answered instantly -- and be among the first to see what's coming next for Salesforce CRM Partner Networks.
Speaker: Adi Kuruganti, SALESFORCE.COM
Speaker: William Moxley, SALESFORCE.COM
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Getting Your Message out with Salesforce CRM Content for Partners
Imagine how productive and effective your partners could be if the right product and sales tools were at their fingertips right when they needed them. What if you could easily see which materials were most used and most popular across all your channels? Come hear best practices and customer success stories about how Salesforce CRM Content in the Partner Portal provides increased value to partners and keeps them coming back for more.
Speaker: Girish Balakrishnan, IronPort Systems
Speaker: Will Chan, PGP Corporation
Speaker: Meghan Skinner, Rearden Commerce
Speaker: Gregg Johnson, SALESFORCE.COM
Speaker: Scott Holden, SALESFORCE.COM
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

How to Build Your Own Salesforce CRM Partner Network
Imagine if the companies you work with every day were also using Salesforce CRM and you were connected through the Salesforce to Salesforce service. Listen to Motorola describe how it launched the Salesforce CRM Network for Motorola with its top partners, changing the way companies work together, forever. And listen to one of the top partners, Decision Point, tell its inspiring story. Walk away with the vision and execution to build your own Salesforce CRM Partner Network.
Speaker: Tom Barber, Decisionpoint Systems, Inc.
Speaker: Mark Chellis, Motorola Inc.*
Speaker: Kate Courtois, MotorolaMotorola Info Systems Group
Speaker: John Chis, Decisionpoint Systems, Inc.
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Bringing Web 2.0 to the Channel
Is your channel Web 2.0 ready? The channel as we know it is changing, and new technologies are making new levels of collaboration and expectations possible. Join us to learn new ways to leverage consumer Web technologies to create better connections, collaboration, and community. Salesforce.com's Elay Cohen and Bobby Napiltonia will offer an insider's look into the inner workings and technology driving salesforce.com's successful Partner Program.
Speaker: Bobby Napiltonia, SALESFORCE.COM
Speaker: William Moxley, SALESFORCE.COM
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

Empowering Your Channel Through Partner-to-Partner Collaboration
Come hear how Avaya empowers its partners to be successful through partner-to-partner collaboration. Avaya leverages Visualforce, Apex code, and the latest features and functionality of the Partner Portal, including Salesforce CRM Content, Salesforce CRM Ideas, Partner Finder, and more!
Speaker: Zoe Peterson, Avaya Inc.
Speaker: Patty Peppito, Avaya Inc.
Speaker: Ryan Davis, SALESFORCE.COM
Speaker: Susan Gausch, SALESFORCE.COM
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

Joint Selling with Partners Using Salesforce CRM
Do your partners complain about double entry of information; once in their own CRM system and then again in your CRM system? Have partners been asking you for a better way to integrate with their CRM systems and do away with the need to manage data in multiple systems? If the answer is yes, then this session is a must attend! Hear Fishnet Security and Secure Computing share how Salesforce to Salesforce allowed them to integrate their two CRM systems, collaborate on deals and get real-time visibility into shared pipeline. You’ll learn best practices for rolling out a pilot with business partners that use Salesforce CRM. This is a must-attend session for vendors and partners looking to drive greater levels of collaboration and stronger relationships within their partner community.
Speaker: Michael Volk, Fishnet Security
Speaker: Ron Bohn, Secure Computing
Speaker: Adi Kuruganti, SALESFORCE.COM
Speaker: Michael Scatena, Secure Computing
Speaker: Andrew O'Driscoll, Apprivo
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

Best Practices in Channel Lead Distribution
Leads are only as good as their quality and timeliness. But how do you get the right ones into the hands of the right partners quickly? And how do you track everything to help measure campaign effectiveness? Attend this customer panel session to learn how to build a closed-loop lead management program that really works and delivers solid ROI for both large enterprises and smaller businesses.
Speaker: Ida Barrie, SurePayroll, Inc.
Speaker: Lennie Kwan, TELUS Communications Inc
Speaker: William Moxley, SALESFORCE.COM
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

Back to Tracks List

Track

Administrators

This track is designed for administrators of all levels who are interested in learning from expert customers and Salesforce CRM specialists to master functionality, discover new techniques, collect best practices, and pick up advanced wisdom.

Key Takeaways
Learn how to hit the ground running in key areas, expand into new arenas to solve business and technology issues, and pick up advanced knowledge from Salesforce CRM experts. Dive deep into demos and real-world examples to gain specific product knowledge that you can start using immediately. You’ll walk away with hundreds of best practices from customers who have taken the application to new levels to improve their business, technology, and results.

Sessions
How to Use the IdeaExchange to Influence Salesforce.com's Product Roadmap!
The IdeaExchange on the Salesforce.com Community continues to grow in popularity. As a result, it has become a key Web 2.0 tool for salesforce.com to quickly understand our community's needs. We have big plans for the IdeaExchange this year! Join us to see how we're applying the concept of Crowdsourcing combined with our Adaptive Delivery Methodology to help shape our product roadmap to better serve our most important asset: YOU.
Speaker: Melinda Gonzalez, SALESFORCE.COM
Speaker: Marilyn Lin, SALESFORCE.COM
Speaker: Andrew Smith, SALESFORCE.COM
Speaker: Alex Sutherland, CRM manager, LLC*
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Go Native! Build New Apps Using the Force Platform
Are there business processes you wish you could automate with the ease and the simplicity of Salesforce CRM? Have you thought about custom objects, but aren't sure how to leverage them? Come to this session and learn the power of drag-and-drop to build any form, create any relationship, produce any button, and much more! Hear how other companies are leveraging the Force Platform to extend the benefits of Salesforce CRM to parts of the business beyond CRM.
Speaker: Drew Alexander, SALESFORCE.COM
Speaker: Adam Torman, SALESFORCE.COM
Speaker: Susan Gingrich, Exclusive Resorts LLC
Speaker: John Snead, Qualcomm Incorporated
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

How to Build an ROI Model for Salesforce CRM
Looking to augment and enhance your existing Salesforce CRM implementation? How much will it cost -- and how much value will you gain in return? This session gives you everything you need to know about creating an accurate and convincing ROI model. Hear directly from customers how they successfully developed and presented their cost benefit analyses to obtain approval from senior management.
Speaker: Mary-Kay Olechny, MDS Analytical Technologies
Speaker: Greg Anderson, PIAB Usa, Inc.
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

Salesforce CRM Integration, Its not Just for IT Any Longer!
There is no one-size-fits-all solution to integrate Salesforce CRM with on-premise applications. Although IT is in charge in large enterprises, Salesforce CRM administrators often own the process is mid-market companies, and hybrid relationships exist in the middle. Hear three customers describe how they used Informatica to successfully address data integration and quality challenges.
Speaker: Ron Papas, Informatica Corporation* Primary
Speaker: Curtis Hodge, Dolby Laboratories, Inc. (MAIN)*
Speaker: Kathy Taves, Auto Club Group
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

Clean Your Database with CRMfusion Data Quality Tools
Come find out why DemandTools, PeopleImport, and DupeBlocker are the industry-standard data quality tools used by more than 2,000 Salesforce CRM administrators. Learn how to de-dupe and standardize your existing Salesforce CRM database plus how to use processes and tools to keep it clean over the long run. The event features demonstrations of both DemandTools and DupeBlocker.
Speaker: Mark Esdale, CRMFusion Inc
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

Hands-On: Introduction to Salesforce CRM Administration
New to Salesforce CRM administration? Join us for this fast-paced, hands-on introduction to Salesforce CRM setup fundamentals. You'll receive expert instruction on the basics of configuration and customization.
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Hands-On: Winter '09 for Administrators
Are you an administrator looking to get the most out of the latest, greatest that salesforce.com has to offer? Join us for hands-on training with the newest administration features from the Winter '09 release.
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

How Do You Measure Success?
What are the business objectives for your Salesforce implementation? Do you have a set of key business metrics your organization wants to achieve that support your vision? Hear how other customers defined their objectives and established metrics to successfully drive the right behaviors in their organizations.
Speaker: Scott Rames, Dimension Data Plc. (Licence Account)
Speaker: Greg Curgenven, SALESFORCE.COM
Speaker: Brian Makas, Thomas Industrial Network Advertising
Speaker: Cindy Anderson, HireRight, Inc.
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

Hands-On: Advanced Reporting
Are you comfortable creating reports and dashboards, but struggle with more complex requests from your user base? Are you ready to take reporting to the next level? Learn how to leverage features like custom report types and custom formulas to build valuable insight into your data in this practical, hands-on training session.
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

Hands-On: That Was Then; This Is Now -- Practices in Data Trending
Creating historical views on data has never been easier. Learn how to make smart decisions about your business in real time. This hands-on session will give you practice applying powerful features such as custom report types, custom objects, formula fields, and analytic snapshots to view data trending.
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Hands-On: Getting a Handle on Dirty Data
Is dirty data getting in the way of your success? Learn how to promote quality data in your apps. This hands-on session will give you practice applying powerful capabilities such as validation rules and formula fields to help your users be more productive and efficient and to input higher-quality data from the start.
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

Hands-On: Automate Business Process with Approval Workflow
Learn how to build approval workflow to automate virtually any business process in your company, 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.
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

Hands-On: Salesforce CRM Mobile
Learn to deploy Salesforce CRM to wireless handhelds, using Salesforce CRM Mobile. This session includes hands-on experience with setup, deployment, and customization and provides tips to help you get the most from Salesforce CRM on your handheld. Some familiarity with Salesforce CRM functionality and administration is suggested to get the most out of this training.
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Hands-On: Introduction to Salesforce CRM Administration
New to Salesforce CRM administration? Join us for this fast-paced, hands-on introduction to Salesforce CRM setup fundamentals. You'll receive expert instruction on the basics of configuration and customization.
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

Hands-On: Winter '09 for Administrators
Are you an administrator looking to get the most out of the latest, greatest that salesforce.com has to offer? Join us for hands-on training with the newest administration features from the Winter '09 release.
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

Gathering Feedback and Driving Innovation
Have you thought about surveying your user community, but just don't know where to begin? Have you asked yourself what you want to find out when you send surveys or what the best tools are? This session features content and speakers to help you gather meaningful feedback from your user community. You'll be coached on how to analyze feedback and leverage this valuable information to shape and define your roadmap. And you'll also walk away with best practices on how to effectively utilize your user community to drive innovation with Salesforce CRM Ideas.
Speaker: Rick Gary, Carestream Health Inc.
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

Security: There Is No Finish Line on Security
There is no finish line to building the right security, and we recognize that our customers' security is the foundation of success. Salesforce.com continues to implement, hands down, the best possible technologies in this area. Join this hard-hitting session to learn best practices for ensuring data enhancement and systems security in your organization.
Speaker: Peter Dapkus, SALESFORCE.COM
Speaker: John Maxey, SALESFORCE.COM
Speaker: Susan Perdew, SALESFORCE.COM
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

Platform Roadmap: Administrator Tools of the Future
The Force Platform is the engine that supports all your configuration, customization, and integration needs. Be the first to find out where the platform is headed in this sneak peek at future products and features. Get the inside scoop on salesforce.com's vision for advanced customization, app building, and administration capabilities that will help you automate your other business processes using the Force Platform. This session includes a mix of vision slides plus a healthy dose of live current and future product demons.
Speaker: Eric Bezar, SALESFORCE.COM
Speaker: Eric Wilson, SALESFORCE.COM
Speaker: Adam Torman, SALESFORCE.COM
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Make Your Life Easier with the Force Platform AppExchange
Why reinvent the wheel when a solution already exists? The AppExchange has more than 800 preintegrated applications to make you more productive and help solve your business challenges faster. Gather tips from Salesforce CRM experts and customers plus best practices on how you can keep up to date on the hottest solutions from the AppExchange. Find out how you can quickly and easily purchase apps directly from the site with Force Platform Checkout -- and get started right here!
Speaker: Holly Faulkner, ChoicePoint - Workplace Solutions
Speaker: Sara Varni, SALESFORCE.COM
Speaker: Ryan Ellis, SALESFORCE.COM
Speaker: Ed Park, SALESFORCE.COM
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

The Possibilities of Formulas!
Why use validation rules? What are the benefits of calculated fields and roll-up summary fields? Have you thought about cross-object formula fields? If you're interested in learning how these tools will help your users be more productive, efficient, and process-oriented, this session is for you. We'll answers these questions with examples, best practices, and firsthand knowledge!
Speaker: Kevin Edelmann, Delta Dental Plan Of Michigan
Speaker: Heather Logan, Saba Software Inc.
Speaker: Mary Scotton, SALESFORCE.COM
Speaker: Rafael Contreras, SALESFORCE.COM
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

The Power of the Force Platform in Action: Real Solutions to Business Challenges
This session will be a technical deep dive on how Force Platform tools such as validation rules, formula fields, custom Objects, and S-controls can help you solve real business problems. See how one customer dramatically improved lead management, data quality, and sales rep productivity with the power of the Force Platform. Learn the key steps and best practices for successfully executing advanced customization in salesforce.com applications.
Speaker: Gary Triassi, Mercado Software Inc.
Speaker: Oliver Demuth, SALESFORCE.COM
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

No More Bad Data
Is your data clean? Is it accurate? Do duplicate records give you a headache? Preventing and correcting bad data is no small task. Join us for a session dedicated to data cleansing and de-duplication and learn techniques for managing your data better. We'll discuss methods, tools, and best practices to help you improve and maintain your data quality. Best of all, we'll show you how to build in data safeguards to prevent data from getting dirty in the first place – and dashboards to help you spot it when it happens.
Speaker: Hayli Carpenter, Qualcomm Enterprise Services
Speaker: Doug Menefee, Schumacher Group
Speaker: Christoph Risch, SALESFORCE.COM
Speaker: Amelia Kwan, SALESFORCE.COM
Speaker: Vicky Romero, Schumacher Group
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

How to Make Salesforce CRM a Culture at Your Company
The stages of adoption are many and varied. Management must actively manage any change in an organization and clearly understand the process; they can’t just cross their fingers and hope that people will “get it.” Join us to learn how to addict management, sales, marketing, and other areas of your company to Salesforce CRM and make it part of your culture!
Speaker: Matt Williamson, Bronto Software Inc
Speaker: Kevin O'Hara, HealthStream, Inc.
Speaker: Nancye Michaelian, SALESFORCE.COM
Speaker: Steve Malony, Belkin Corporation
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

How to Roll Out Salesforce CRM Mobile Successfully
The world is going mobile! Mobile innovation has certainly improved the speed of business and life. As a result, customers are expecting higher levels of service and responsiveness from their customer-facing employees. Come learn the myriad benefits of going mobile. We'll have experts on hand to share their lessons learned and advise you how to best get started.
Speaker: Matt O'Connor, SALESFORCE.COM
Speaker: Suzette Godwin-Romer, ADP
Speaker: Paul Eide, Sprint Nextel Corporation
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

Change Management: Making It Happen
In business, change is constant. Executive sponsorship is sometimes sporadic, management shifts, new processes are implemented, territories are realigned, and new technology is introduced. It’s important that you have a process in place to incorporate user feedback and execute enhancements that drive value to your company. As the Salesforce CRM administrator, closing the loop on change management requests and ensuring documentation, communication, and training processes are incorporated are critical. Join us to learn change management strategies for proven results -- then make it happen in your organization!
Speaker: Jennifer Ross, Sabre Holdings Corporation*
Speaker: Jessica Adair, Sabre Holdings Corporation*
Speaker: Lisa Taylor Kieran, SALESFORCE.COM
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

Deep Dive: Reports and Dashboards
Reports and dashboards help organizations monitor business goals and performance. Hear from salesforce.com's Analytics Product Manager about the best way to structure and build dashboards, build a drill-down structure from a set of dashboards, schedule and email dashboards, and leverage drill-down URLs, color and formatting options, and mashups! This session includes a healthy dose of live demonstrations and a sneak peek into future enhancements.
Speaker: Ashley Landry, SunGard Data Systems Inc. PRIMARY
Speaker: Leahanne Merritt, SALESFORCE.COM
Speaker: Thomas Tobin, SALESFORCE.COM
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Seeing the Big Picture with Dashboards
A picture is worth a thousand words, and in today's busy business climate, saving time is critical. That means setting up a dashboard strategy is essential so you can visually measure and analyze key elements of your business. This session gives you everything you need to get started with Dashboards. Don't miss out!
Speaker: Kanwar Singh, Quark, Inc.
Speaker: Leahanne Merritt, SALESFORCE.COM
Speaker: Jeremy Silver, SALESFORCE.COM
Speaker: Amy Mildren, SALESFORCE.COM
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

Bringing Your Business Together: Merging Orgs
Are you consolidating business units, merging or acquiring companies, or feel that you're not collaborating as well as you could be? This session will show you how our customers are using various methodologies to combine Salesforce CRM orgs. What are the benefits? And what can you do to ensure success? Join us to find out!
Speaker: Holly Faulkner, ChoicePoint - Workplace Solutions
Speaker: Kevin Sherman, SALESFORCE.COM
Speaker: Darren Kemp, SALESFORCE.COM
Speaker: Paul Schmitter, RiskMetrics Group, Inc.*
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

Global Features and Localization
Think globally, but act locally. In today’s global economy, even the smallest companies need to do business worldwide. If you're ready to take your organization global, you can't afford to miss this session. Join us to learn about how easily Salesforce CRM can help you run your business in multiple countries, languages, and currencies.
Speaker: Alejandra Teran, Teleperformance Inc.
Speaker: James Stroka, SALESFORCE.COM
Speaker: Ilene Holterhoff, Automatic Data Processing*
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

Improving Your Outlook: Getting Started with Force Platform for Outlook & Notes
OK. You've rolled out Salesforce CRM, and it's clear you could drive greater adoption and value by integrating the service with your users' Outlook/Lotus contacts, tasks, and events. But there are several questions you should ask (and answer!) before diving right in. Join us to learn what you need to be thinking about to get started with your Outlook/Lotus Edition plans.
Speaker: Jeremy Silver, SALESFORCE.COM
Speaker: Patricia Orr, SALESFORCE.COM
Speaker: Adam Nicholson, Corning Cable Systems*
Speaker: Jeff Hoffmann, SALESFORCE.COM
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

On-Demand Release Management
Managing changes to your Salesforce CRM application is easier than ever with our tools for on-demand release management! Force.com Sandbox creates a snapshot of your production environment so you can develop, test, and train without interrupting daily business activities on your production system. Come learn more about Sandbox best practices, the stages from in-house development to production migration for IT, and monitoring changes in your production org
Speaker: Garrett Farwell, SALESFORCE.COM
Speaker: Glen Martin, SALESFORCE.COM
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

Wrangle Data & Pump up the Configuration
“I’m administering Salesforce. I’ve learned the ropes. Now I want to get great!” In this session, we’ll review the latest insights and subtlties that top Salesforce consultants have learned on the front lines. We’ll focus on data and configuration to help cut the time you spend massaging data. You'll also learn how to implement tricky config quirks you never thought possible.
Speaker: Ezra Kenigsberg, SALESFORCE.COM
Speaker: David Schach, X-Squared On Demand LLC
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

The Perfect Phase 1
Everyone always talks about Phase 1, but what does a perfect Phase 1 look like? There are rollout guides, professional services firms, and tips from Salesforce.com Community, but what is realistic to include in a flawless Phase 1: integration, forecasting, scopes? Perhaps training by role, territory management, or the Force.com AppExchange? Join us to pick up all the knowledge you need.
Speaker: Guy Duncan, GiftCertificates.com Corporation
Speaker: Rick Baron, Manhattan Associates, Inc.
Speaker: Ed Dischner, Salesforce.com
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Integration Made Easy: Faster, Easier & Less Risky Integration Best Practices
Why is integration so darn important? Most companies have tremendous amounts of data locked away inside legacy and siloed applications. The ability to make this data available to customer-facing employees can have a tremendous effect on the quality of a customer interaction. If you are not sure how to approach this, or what your options are for integration, this session is your golden ticket. Join us to learn what other customers have done, what the most common integration solutions are, and how you can successfully use both in your business.
Speaker: Sherry Christian, Environmental Systems Research Institute Inc.
Speaker: Srini Konakalla, SALESFORCE.COM
Speaker: Kathie Turner, Environmental Systems Research Institute Inc.
Speaker: Robert Moore, Dell Inc. (Main)
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

Get Prepared for Certification!
Do you consider yourself a Salesforce CRM expert? Are you preparing for your next Salesforce CRM career move? Do you want to enhance your resume? If so, become a Salesforce.com Certified Administrator! We want to help you get certified in the level that's right for you, so don't waste time studying the wrong things! This session helps prepare you for certification and provides the resources needed to ace the exam.
Speaker: Jennifer Wobser, FFF Enterprises Inc.
Speaker: Christina Major, SALESFORCE.COM
Speaker: Pete Fife, Mirapoint, Inc.
Speaker: Carolee Bender, Borland Software Corporation *
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

How to Use Workflow to Automate Business Processes
How many times have you lost business because someone forgot to do something in your sales process? Are you ready to boost your efficiency and productivity? In this session, several customers plus experts from salesforce.com share their workflow and approval experiences. Learn how to leverage various Salesforce CRM and AppExchange apps, and take home best practices for parallel workflow and complex rule triggering.
Speaker: Jonathan Keener, Ashland*
Speaker: Beth Kaplan, SALESFORCE.COM
Speaker: Varadarajan Rajaram, SALESFORCE.COM
Speaker: Maryann Najmola, CIGNA Corporation
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

Maximize Efficiency with Salesforce CRM Ideas & Content and Google Apps
Today's systems administrators have limited time and resources to address all the requirements needed to effectively run a business. This session provides useful examples of how Salesforce CRM Ideas, Salesforce CRM Content, and Google Apps can help you overcome common business challenges to deliver quick results -- easily! Join us to learn how to handle change management, capture and respond to end-user feedback, and collaborate more effectively across business divisions.
Speaker: Chris Luvara, Intacct Corp.
Speaker: Michelle Mere, SALESFORCE.COM
Speaker: Doug Landis, SALESFORCE.COM
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

What Is Your Training Strategy?
To drive adoption and to keep processes top of mind, you need a solid training strategy for your end users and executives. Come to this session to learn how other customers are incorporating ongoing training into their corporate culture and why. Learn simple steps and effective strategies you can use to improve your training strategy.
Speaker: Stephanie Clarke, Spherion Corporation
Speaker: Jennifer Olaru, SALESFORCE.COM
Speaker: Susan Schramm, Ashland*
Speaker: Catherine Lang, SALESFORCE.COM
Speaker: Brett Strauss, MediaDefined
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

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Track

Service & Support Executives

Strong customer service drives loyalty, customer satisfaction, and increased revenue streams. Ready to get there? This track is for customer service and support managers looking for strategic ways to increase response time, first-contact resolution, and overall customer satisfaction. Turn your customers into evangelists!

Key Takeaways
An array of service and support experts will pass along strategies, tips, and tricks for improving responsiveness, resilience, and satisfaction. Discover the innovative ways customers use Salesforce CRM to manage complex processes and learn how you can use Salesforce CRM Call Center and Salesforce CRM Customer Portal functionality for maximum success. What else? Use cases, valuable best practices, and hands-on training.

Sessions
Salesforce Knowledge: The Power of the Right Answer
Your agents and customers want answers fast. But it's not always easy to find the right one, especially if you have to search through thousands of potential answers, leaving customers frustrated in the process. That's why you need a new kind of knowledge base—one that delivers the right answer the first time, every time. Join this session to hear how customers have leveraged the power of Salesforce Knowledge to deliver dramatic improvements in first call resolution, call handing times, and customer satisfaction.
Speaker: Ty Patterson, Wachovia Corporation
Speaker: Frederic Ghirardi, ORANGE
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

One Year Later: The Benefits of Go-Live
There is no more exciting time for a company than finally going live with a new customer service and support solution. Listen to these customers define their experiences of go-live and share with you the benefits and lessons learned over the last year.
Speaker: Janelle Susuras, Medtronic Navigation Inc
Speaker: Steve Kemler, Medtronic Navigation Inc
Speaker: Daniel Kauppi, Caterpillar Inc.
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Roundtable with the Service and Support Pros
Come armed with your toughest questions for salesforce.com's in-house service and support experts. Learn best practices from Salesforce CRM professionals who know the application inside and out, and discuss solutions to the most frequently asked questions by the Salesforce CRM Customer Service & Support community.
Speaker: Marco Casalaina, SALESFORCE.COM
Speaker: Chet Chauhan, SALESFORCE.COM
Speaker: Robert Willcox, SALESFORCE.COM
Speaker: Michael Milburn, SALESFORCE.COM
Speaker: Michael Ramsey, SALESFORCE.COM
Speaker: Montu Mavi, SALESFORCE.COM
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

Get Your Head in the Mobile Cloud: Salesforce for Mobile Services
Today’s work force includes a variety of mobile workers, from sales executives to field service, all of whom require different devices and different applications. Join us to learn firsthand how Motorola deployed Salesforce Mobile across the enterprise, and can help do the same for any type of mobile worker. Learn how to leverage Force.com and ISVs to extend business specific applications to the Motorola Mobile Computing Portfolio. The easy combination of salesforce.com’s platform and Motorola’s mobile computing portfolio makes deploying a mobile enterprise a walk in the cloud.
Speaker: Michael Farrington, Motorola Inc.*
Speaker: Shaun McInerney, Symbology Enterprises Inc.
Speaker: Jerry McNerney, Motorola Enterprise Mobility
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

Hands-On: Help Customers to Help Themselves with the Customer Portal
With the Salesforce CRM Customer Portal, your customers get to choose when and how they want to interact with your customer service center. And when they do, they get a rich Web 2.0 experience that makes them want to come back again and again. Find out how to quickly and easily set up your own customer portal so it's ready to deploy as an integral part of your Salesforce CRM application family.
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

Hands-On: Building Dashboards to Drive Agent Productivity
Looking to make your call center more efficient while achieving the highest levels of customer satisfaction? Dashboards are an easy way to gain visibility into critical target areas. In this session, you'll get hands-on practice building reports and dashboards to measure and communicate key metrics for agent productivity.
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

Running a World-Class B2C Call Center with Salesforce CRM Customer Service & Sup
Join us to learn how great B2C companies are delivering world-class customer service to thousands of customers. They'll share hard-hitting metrics on agent productivity and customer satisfaction -- and give you the full scoop on how they achieved them using Salesforce CRM Customer Service & Support.
Speaker: Andy Hobbs, RSA Insurance Group plc
Speaker: Michael Butler, HP - Home & Home Office Store
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

Delivering SaaS to Field Service
Field service demands the same type of responsiveness that Saas solutions deliver to customer service organizations. Join us to learn how leading companies are redefining the future of field service on demand. Hear from other customers how to ensure success for field engineers in the new world of SaaS.
Speaker: Jonathan Schimmel, Bio-Rad Laboratories Inc
Speaker: Mike Tacconi, Pentair Water Pool and Spa
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Salesforce CRM Call Center for Outbound Telesales and Telemarketing
Many organizations are using Salesforce CRM Call Center for telesales and telemarketing agents. Join this session to hear their success stories as well as a discussion of their infrastructure and partner solutions.
Speaker: Joel Dubinsky, Intercall (now part of West Corp.)
Speaker: Michael ODonnell, American Republic Insurance Company
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

How Salesforce.com Uses Salesforce CRM Customer Service & Support
Ever wonder how salesforce.com uses our Salesforce CRM Customer Service & Support app for success? Join our premier support managers as they share tips on how to deliver outstanding customer success and leave with the very latest tricks and best practices.
Speaker: Nina Bankar, SALESFORCE.COM
Speaker: Brad Davis, SALESFORCE.COM
Date: Wednesday, November 5
Time: 9:00 a.m. - 10:00 a.m.

It's Time for a Chat
Every customer interaction is an opportunity to strengthen loyalty. Companies have long understood the benefits of integrating their service and support applications with their telephony system, but customers are now demanding more choice in communication methods. But the complexity and cost of managing multiple channels has always been a challenge. With Salesforce CRM Customer Service & Support, multi-channel delivery is a snap. Join this session to find out more about CTI and Chat. You'll leave with best practices, tips, and tricks to use immediately!
Speaker: Matt Brady, TransUnion LLC
Speaker: Brian Bartlett, Corporate Express Inc.
Speaker: Kristy Lillagore, Corporate Express Europe BV
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

Maximizing Agent Productivity
In complex service environments, agents must access critical information from multiple sources. Historically, agents have had to flip between multiple systems and screens to view this information. This session will focus on the Agent Console as a consolidated UI for multiple systems that provides agents with a complete 360-degree view not possible before. Customers will also discuss how to optimize agent productivity through the Agent Console.
Speaker: Michaela Quinzy, HireRight, Inc.
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

Self-Service as a Destination
There's no doubt that self-service provides a lower-cost option for service delivery. Companies have to look beyond simple call deflection, however, and make self-service a true destination. Join this session to hear how customers have leveraged the power and flexibility of the Salesforce CRM Customer Portal to deliver services beyond typical support that delight customers.
Speaker: Glenn Weinstein, Appirio, Inc.*
Speaker: Robert Taylor, CompassLearning Inc.
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

How Responsive can Customer Service Become?
Salesforce CRM lets you be more responsive in service delivery and innovate your service delivery processes faster than ever before. Come and hear how leading companies have adopted our SaaS solution to enable continuous improvement in customer service.
Speaker: Suzanne Stanton, Gevity HR, Inc.
Speaker: Robert Linz, TD Ameritrade Institutional (40)
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

Service & Support Roadmap, Session 2
In today's fast-moving world, providing world-class customer service and support is an evolving challenge for companies of all sizes. Your customers' service expectations explode -- while your budgets don't. Join us to learn how the direction of Salesforce CRM Call Center and Salesforce CRM Customer Portal will benefit your business by driving greater customer satisfaction through innovative solutions that are sensitive to your bottom line.
Speaker: Marco Casalaina, SALESFORCE.COM
Speaker: Michael Ramsey, SALESFORCE.COM
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Service & Support Roadmap
In today's fast-moving world, providing world-class customer service and support is an evolving challenge for companies of all sizes. Your customers' service expectations explode -- while your budgets don't. Join us to learn how the direction of Salesforce CRM Call Center and Salesforce CRM Customer Portal will benefit your business by driving greater customer satisfaction through innovative solutions that are sensitive to your bottom line.
Speaker: Michael Ramsey, SALESFORCE.COM
Speaker: Marco Casalaina, SALESFORCE.COM
Date: Tuesday, November 4
Time: 11:30 a.m. - 12:30 p.m.

Projecting Big at a Smaller Company
The Internet is providing an opportunity for companies to extend their reach and their relationship with customers. Now, any company can use the Salesforce CRM Customer Portal to project an image of great personalized service. Join our panel of successful small and midsize businesses to hear how they've used Salesforce CRM Customer Service & Support to deliver a destination for customer self-service.
Speaker: Rod Bell, Actuate Corporation
Speaker: Olivier Bouchard, Taleo Corporation
Speaker: Tim Hicks, Mystic Tan Inc.
Date: Tuesday, November 4
Time: 2:00 p.m. - 3:00 p.m.

Service and Support: As a Smaller Company, Where Do I Start?
Just starting out with Salesforce CRM Customer Service & Support? Want to know the killer features that most users overlook? Looking to make sure you start your service and support project on the best path for success? Join our service and support customers and experts as they focus on the insights and lessons learned from the implementation of a CSS solution in smaller companies.
Speaker: Andrew Williams, Penson Worldwide Inc.
Speaker: John Woods, eRx Network LLC
Date: Wednesday, November 5
Time: 10:15 a.m. - 11:15 a.m.

The SaaS Revolution in Customer Service and Support
Join Michael Maoz, proven Customer Service and Support industry thought leader, and Vice President with analyst firm Gartner, as he discusses the challenges and trends in delivering Customer service in today's economy.
Speaker: John Ball, SALESFORCE.COM
Speaker: Michael Maoz, Gartner, Inc.
Date: Monday, November 3
Time: 11:45 a.m. - 12:45 p.m.

Back to Tracks List

Track

IT Executives

Cloud computing is here to stay! This track is for IT managers and executives looking to understand the current shift in the world of technology now that software as a service (or SaaS) has fundamentally changed the landscape of enterprise computing by offering a new standard within the enterprise computing architecture.

Key Takeaways
Turn your IT department into a force for rapid innovation with in-depth sessions and discussions with top thought leaders. Security tips, compliance best practices, integration tricks: We’ve got all that and more. Hear from innovative IT experts and gain insight into how to use the Force Platform AppExchange and the Force Platform to both automate and integrate. You’ll also network with IT peers to take home even more spellbinding ideas.

Sessions
Gartner Group: Cloud Computing and Cloud Services
Cloud Computing has become the latest in a series of hot industry terms and as such, is used in many contradictory ways. Underneath the fog, there are very real trends such as global class architecture, web platforms, scalable and elastic processing, and the Internet itself that are converging to fuel this phenomenon. The impact will be felt in applications as well as platforms and services. This session will answer the following questions: How will cloud computing be defined and evolve? How will platforms be impacted by the cloud computing phenomenon? How can IT and business leverage cloud computing?
Date: Wednesday, November 5
Time: 11:30 a.m. - 12:30 p.m.

Real time SAPSalesforce.com Integration Is Here
Looking for a convenient point-and-click integration solution to provide real time integration with SAP? From synchronizing customers and contacts, to replicating products, to generating quotes and processing new orders, Informatica offers an ideal real-time solution for organizations using SAP and salesforce.com. This session will demonstrate an exciting new managed service that provides developers and administrators alike an easy to use ‘set and forget’ platform to integrate Salesforce with SAP.
Speaker: Ron Papas, Informatica Corporation* Primary
Date: Monday, November 3
Time: 2:15 p.m. - 3:15 p.m.

Chief Innovation Officer Roundtable
Join us for a discussion with top IT thought leaders on how to maximize the value of the Force Platform for your development organization. Hear insights and best practices on how to automate critical business processes, integrate with other systems, and improve your partnership with business users.
Speaker: Belinda Rodman, Advent Software Inc.
Speaker: Doug Menefee, Schumacher Group
Speaker: Doug Harr, Ingres
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

Demystifying Integration
On-premise and cloud computing integration is your business opportunity. This case study shows how in just 4 days Magic Software integrated Salesforce CRM with SAP, Web shop, credit-card authentication, and other core business applications to achieve substantial cost savings plus increased customer satisfaction and business agility.
Speaker: Regev Yativ, Magic Software Enterprises
Date: Tuesday, November 4
Time: 5:15 p.m. - 6:15 p.m.

Iteration Nation:A Revolutionary Approach for IT Success with SaaS Applications
It's a new world out there. The business demands innovation NOW. IT has jumped on the 'Cloud' but how do you manage and sustain the benefits of SaaS? How does IT keep up with the business demand? Join leading IT innovators and Bluewolf to hear true-stories about how IT executives have changed their approach to managing and supporting SaaS through Agile principles, based on a model of sustainability and continual evolution. Leave with a "How-To Guide" on how you can address the chasm between the demands of the business and the ability of IT to respond and deliver success rapidly.
Speaker: Lonnie Wills, Bluewolf (MAIN)
Speaker: Jim Haskin, Websense, Inc.
Speaker: Jim Fisher, Camp Dresser & McKee Inc.
Speaker: Bill McNee, Saugatuck Technology
Speaker: Len Couture, Bluewolf
Speaker: Len Couture, Bluewolf (MAIN)
Date: Monday, November 3
Time: 4:45 p.m. - 5:45 p.m.

SaaS Insider: Maximize the Value of Salesforce CRM with Rapid ERP Integration
How can your sales and support teams gain a real-time consolidated view of critical order, invoice, and shipment data? Piece of cake! Join us to hear how successful CIOs delivered rapid Salesforce CRM integration—either on premise or in the cloud—with their ERP, SaaS, custom applications, databases, and more, all using Cast Iron's seamless solution.
Speaker: Greg Glaser, Amerisource Bergen Specialty Group, Distribution
Speaker: Randy Berger, Siemens Power Transmission & Distribution Inc.
Speaker: Chandar Pattabhiram, Cast Iron Systems Inc.*
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Transforming IT Success with Agile Development Processes
Agile development methodologies are transforming the way that companies develop applications and deliver on projects. Learn how salesforce.com's SCRUM process allows us to deliver rapid innovation in record time and how to use this development methodology to accelerate your IT project success.
Speaker: Steve Greene, Salesforce.com
Speaker: Nicola Dourambeis, SALESFORCE.COM
Speaker: Kirsten Wolberg, SALESFORCE.COM
Date: Monday, November 3
Time: 3:30 p.m. - 4:30 p.m.

Security: There Is No Finish Line on Security
There is no finis