Dreamforce Europe hosted 50+ sessions lead by salesforce.com employees, customers and partners,
demonstrating best practices and sharing knowledge on a vast array of topics. Listen back and hear
from expert users at leading companies from a variety of industries, and pick up strategies for
handling your most critical business issues.
Wednesday Sessions
Time
Session
Media
9:00 - 10:00
Best Practice: Measure Performance of Your Customer Service Centre
What are the key indicators that define the success of your service organisation? How do you
measure the health of your operations? And are you measuring the right parameters to achieve your
business objectives? Attend this session to learn best practices for defining and measuring the
correct support metrics.
Session Speakers
Kimberly Jansen, Head of Global Application Services - CRM, Misys plc
Martin Cassidy, Programme Manager, Misys plc
Phil Rogers, Director of Strategic Accounts EMEA, SALESFORCE.COM
The Force.com platform features that allow you to build apps declaratively and without code
are a key part of providing the productivity and power developers love about the platform. This
session covers the core elements of the Force.com platform that enable sophisticated apps that are
more functional and easy to build than ever before.
Session Speakers
Lucy Mills, Business Excellence Manager, Nimbus Partners Ltd
Eric Bezar, Vice President, Product Management, SALESFORCE.COM
Ever wonder how the Salesforce platform powers over one million subscribers and delivers
over 100 million transactions per day every day 24*7*365? Get a behind-the-scenes peek at the
underlying technologies, network architecture and operations that power salesforce.com's platform
and applications.
Session Speakers
Claus Moldt, Vice President of Service Delivery, SALESFORCE.COM
Do you understand your entire lead lifecycle? The experts at salesforce.com are here to
help! This session features best practices for lead management, like how to route leads to the
right sales teams, building effective qualification and conversion processes, workflow automation,
and plenty more.
Looking to tie information that lives in Salesforce with data that lives somewhere else in
your business? Not sure how to approach this... or what your options are for integration? 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.
Session Speakers
Bernd Jung, MD, On Demand Business Group
Günther Frenzel, Business Process Architect SAP SD, Tecan Trading AG
Sandra Kolb, CRM Competence Center Manager, Tecan Trading AG
Simon Peel, SVP Strategy, Cast Iron Systems Inc.
Raj Mistry, Director, Professional Services, SALESFORCE.COM
Join us for a presentation on channel management best practices featuring details on what
partners really need and how to work with them to drive channel success.
Session Speakers
Fred Wilkinson, Head of Sales Operations/ Global PRM, Dell Corporation Ltd.
Leon Mangan, Sales Director for Indirect Channels, Siemens Enterprise Communications GmbH
& Co KG
Why spend precious time manually assigning tasks, sending emails, and updating your records
when Salesforce can do the work for you? Learn first-hand how salesforce workflow can help
streamline processes in your organisation.
Session Speakers
Mike Dannenfeldt, President, Etherios
Chris Atwood, Non-Profit Account Manager, SALESFORCE.COM
The biggest challenge faced by most customer service organisations is the ability to
continually innovate in their business. The expectations of customers are constantly rising, and
there is a pressure for service organisations to improve their service delivery. Blogging, YouTube,
and Web 2.0 technologies have given every customer a voice to express their emotions. The
technology used in these organisations has restricted improvements, sometimes taking up to 15
months for a small incremental change to address a business requirement. This presentation will
discuss how Salesforce service and support allows companies to innovate at the pace of their
customers, with both the Salesforce Call Center and the Salesforce Customer Portal.
Session Speakers
Ken Osborn, Director of Product Marketing, SALESFORCE.COM
Do you want to learn how to build dashboards that enable your management team to leverage
all the information within Salesforce to drive revenue generation and grow your business? In this
session, you will learn how to design a scalable strategy to implementing dashboards across your
organisation as well as diving into the specifics of how to create dashboards with gauges, charts
and tables, quickly and simply using clicks not code.
Adoption has to be built right into your implementation plan – and it’s *much* easier to
achieve with the right business owners, executive communications, user training, process design,
and ongoing improvements. How can you get all systems aligned and ready? We’ll get you on the fast
track to success, whether you’re in initial implementation or revisiting this critical stage!
Session Speakers
Charmaine Fritz*, Sales Operations, O2 UK
Ubbo Neisingh, Sales Operations Manager, Acision Ipr Nederland B V
Elaine Noone, Sales Projects, O2 UK
Stephen Bestbier, Head of CRM, Rolls-Royce Motor Cars Limited UK
Are you tracking marketing program effectiveness as well as you could? This session features
the latest tips and best practices on structuring and creating campaigns, managing leads through
the sales cycle and delivering ROI to the business.
Session Speakers
Joe Demmler, Managing Director, Sales and Marketing, Aon Corporation*
Lisa Hutt, Director, Marketing, Northern Europe, SALESFORCE.COM
During this session we will discuss two typical examples of non-profit business processes
and how Salesforce can be used to provide the solution. In an interactive forum, our partners will
present solutions and invite the audience to comment on the results!
Session Speakers
David Woodhead, Managing Consultant, Astadia UK
Kay O'Brynne, IT Director, Business In The Community UK
Chris Atwood, Non-Profit Account Manager, SALESFORCE.COM
The Force.com platform makes it easy to develop and deploy powerful on-demand apps. Learn
how to use the latest set of tools and services that bring developer productivity and collaboration
to the Force.com platform-as-a-service model. Led by Force.com experts, this session will cover the
Metadata API, Force.com IDE, Force.com Code Share, Sandbox and much more.
Integration in a Web 2.0 world should be the least of your challenges. Let us explain Web
Services and integration techniques in terms that will help you develop an efficient and effective
integration strategy using repeatable design patterns. Hear real-life examples of how to integrate
Salesforce with front and back office solutions using native Salesforce and complementary partner
technologies.
Session Speakers
Ami Gal, Director of Business Development, Magic Software Enterprises Ltd.
Vikaram Gupta, Engineering Manager, Google Inc.
Darren Smith, Principal Sales Engineer, SALESFORCE.COM
Elevate the self-service experience with the next generation Salesforce Customer Portal. In
this session, learn how the Customer Portal revolutionises self-service by offering a personalised
online experience using multiple portals and profiles, enables entirely new self-service processes
with custom objects and mashups and allows unlimited customisation using the salesforce platform.
Session Speakers
Mark Boomer, Manager, Borland Software Corporation
Peter Aubrey, Principal Sales Engineer, SALESFORCE.COM
Chet Chauhan, Senior Product Manager, SALESFORCE.COM
Do you have a clear vision and strategy for your international programme? Are your key
regional executive stakeholders behind the vision? How do you make sure that this vision is
communicated to local and regional teams? Join us to learn how others have laid a solid foundation
and maintained excellent user adoption through communicating the value, securing stakeholder
buy-in, getting the resource model right, training the users, and establishing an effective
programme steering team. It's a valuable session you won't want to miss!
Session Speakers
Veronique Marimon, Market Intelligence & CRM Manager, Automatic Data Processing
Simon Franklin, Director of Business Architecture, Symantec EMEA
James McGill, Senior CSM/Team Leader Northern Europe, SALESFORCE.COM
How do you use standard functionality within Salesforce that you are not using today? We
will show you some nonprofits that are using great standard functionality within Salesforce that
you may not be using. We will help you decide when to turn it on and how you might use it. We
promise not to show you anything not "in the box"!
Session Speakers
Ciaran Rogers, Marketing Manager, UKSA the maritime academy
Join us for a discussion with top IT thought leaders on how to maximize the value of the
Salesforce Platform for your organisation. Hear insights and best practices on how to automate
critical business processes, integrate with other systems, and improve the partnership with the
business.
Session Speakers
Juho Malmberg, Executive Vice President, Development, KONE Oyj
Howard Lamb, CIO, Celerant Consulting Ltd.
Carl Bate, CTO, Cap Gemini UK Plc
Peter Coffee, Director, Platform Research, SALESFORCE.COM
Join us to learn how you can build powerful application logic using Apex Code, the world's
first on-demand programming language! See Apex firsthand through demos and code samples in a
session led by Force.com technical experts. You'll leave with all the new tips, tricks, and best
(and worst) practices you can handle!
Session Speakers
Dave Carroll, Principal Developer Evangelist, SALESFORCE.COM
Are you advertising online with Google AdWords as a mechanism to generate leads? Want to
know more? In this session you will learn how to use Salesforce for Google AdWords to connect
Salesforce with Google AdWords, allowing you to track the effectiveness of your online advertising
investments and take advantage of Google AdWords as a lead generation tool.
Session Speakers
Kate Harvey, Senior Instructor, Salesforce.com Internal - Deactive
An interactive presentation that will walk through how to manage your business process from
enquiry, to close, to cash within one integrated product. Discover CODA 2go, the first accounting
application built entirely on the Force.com platform, fully integrated with the Salesforce suite.
Learn how CODA 2go can help organisations that need flexible, scaleable functionality in a
regional, national or global environment. The first release will include powerful reporting
facilities including both performance analytics (such as sales by product/period/region) and
control reporting such as aged debt.
The salesforce.com customer community is all about success. Local User Groups are the
perfect opportunity to help you experience more of it.Tap into the energy and expertise of
salesforce.com's user groups! Join colleagues from your industry to share ideas and hear about best
practices.
Session Speakers
Kamaljit Healy, Head of Marketing, CRM, Schroders Investment Management Limited
Wayne Foncette, Sales Director, Finance, SALESFORCE.COM
Jonathan Sol, Senior Customer Success Manager, SALESFORCE.COM
17:15 - 18:15
Force.com Platform: Expanding Distribution & Market Reach -
Networking Session
Customer and partners of all sizes have a unique opportunity to capitalise on the Force.com
platform to create commercial applications. Join your peers to share ideas and learn best
practices. If you are a customer that provides software or services, find out how to create new
revenue streams for your company. If you are a software or consulting partner, the Force.com
platform OEM program enables you to rapidly create commercial on-demand products that are
significantly easier to operate and maintain than your existing products.
Session Speakers
Elizabeth Schofield, Group marketing manager, CODA
The salesforce.com customer community is all about success. Local User Groups are the
perfect opportunity to help you experience more of it.Tap into the energy and expertise of
salesforce.com's user groups! Join colleagues from your industry to share ideas and hear about best
practices.
Session Speakers
Jonathan Bainbridge, Account Executive, SALESFORCE.COM
James McGill, Senior CSM/Team Leader Northern Europe, SALESFORCE.COM
Alan Gill, Account Executive, SALESFORCE.COM
Phil Rogers, Director of Strategic Accounts EMEA, SALESFORCE.COM
Thursday Sessions
Time
Session
Media
11:30 - 12:30
Best Practices for Implementing the Customer Service Department
How would you like to jumpstart your Salesforce Service & Support implementation? Join
our customers and experts as they talk about how they rolled Service & Support out in record
time, how they integrated with other enterprise systems, how they trained their agents and how they
supported international requirements including multiple languages.
Session Speakers
Måns Johnsson, Sales Manager, AAA Soliditet AB
Catharina Amandusson, Manager Customer Service Systems, International Air Transport
Association (IATA)
Lucy Mills, Business Excellence Manager, Nimbus Partners Ltd
Join this session to discover what you need for an efficient and productive mobile
deployment. Learn from the experts what you need to be successful from the field to the home
office. We'll show you exactly how to maximize your use of Salesforce -- from anywhere.
How many times have you lost business because work didn’t get done or didn’t get signed off
when it was required? Join us to learn how to apply workflow rules to your business processes using
automated tasks and alerts and how to incorporate Workflow Approval in your application to manage
and track the approval, rejection and comment elements of business procedures involving
authorisation.
In the competitive, fast-changing global media industry, managing client relationships has
never been more important. Join this session to hear first-hand how industry-leading media
companies are using Salesforce to drive success in advertising sales and to take a more
sophisticated approach to win their share of advertising spend. See a live demonstration of
Salesforce for Ad Sales and learn how you can empower your sales team to collaborate and sell more
effectively across various media types – including print, digital/online, broadcast and outdoor.
Session Speakers
Jolene Chan, VP of Services, Bluewolf
Barry John, Head of Traffic, Virgin Media Limited
Audra Martin, Project Manager/Business Analyst, Economist Newspaper Group
Andrew Savitz, Senior Director of Product Marketing, Media and Communications,
SALESFORCE.COM
The Web operating system for IT is here! Join us to learn how IT organisations everywhere
are using Force.com and the AppExchange Directory of business applications to run more and more of
their companies' critical applications on demand. Discover the new IT standard for rapidly finding
and deploying certified, pre-integrated solutions from marketing automation to HR developed by the
hundreds of partners on the AppExchange.
Session Speakers
Gordon Anderson, SVP Governance, Servista Ltd
David Woodhead, Managing Consultant, Astadia UK
Simon Wheeldon, Director, Apex Platform Sales, EMEA, SALESFORCE.COM
Clara Shih, Director, AppExchange Product Line, SALESFORCE.COM
Don’t waste your marketing dollars -- or your credibility -- on email campaigns that don’t
produce results. Our panel of email marketing experts shares the secrets of success and answers
your questions on list building techniques and email marketing. Hear the latest trends, evolving
opinions, and newest strategies, and take home tips for improving your email response rates.
Learn how to use the latest Force.com platform innovation, Visualforce, to build any UI for
any application for any device. This technical session will cover multiple code walkthroughs and
topics including component libraries, controllers and debugging. Come get your hardest questions
answered by Visualforce experts!
Session Speakers
Andrew Fawcett, CODA Common Infrastructure & Benchmarking Manager/Technical Architect,
CODA
Ron Hess, Principal Developer Evangelist, SALESFORCE.COM
Andrew Waite, Director, Product Management, SALESFORCE.COM
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 better managing your data. 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.
Session Speakers
Jeffrey Brown, Sales Administration Manager, Genesys Conferencing, Inc.
Christian Lan Pin Wing, CRM Project Manager, Genesys Conferencing, Inc.
Learn how you can reduce costs and increase the delivery of innovation to your business
using the revolutionary salesforce.com on-demand application development platform. Join us to see
how easy it is to rapidly build, deploy and manage sophisticated applications. Learn why you don’t
have to be a programmer or developer to join the revolution: Just point-and-click your way to this
session.
Session Speakers
Danny Teare, Business Systems Analyst Manager, Sesame Services Limited
Stephen Whitehead, Business Analyst, Sesame Services Limited
Mark Woodward, Principal Sales Engineer, Alliances, SALESFORCE.COM
Simon Wheeldon, Director, Apex Platform Sales, EMEA, SALESFORCE.COM
Attend this session to hear from two financial institutions that have used Salesforce to
dramatically improve sales coverage with their clients. You will also learn how Salesforce can be
used to integrate the different business processes, cultures and information that result from a
business merger.
Session Speakers
Sara Mathijs, Business Development Manager, Fortis Investments
This session will provide an essential update on the vision and direction of the Force.com
platform. Come hear Steve Fisher, salesforce.com's SVP of Platform Division, give developers a
rare, behind-the-scenes look at the future of the Force.com Platform. The session will also provide
an opportunity to get your toughest technical questions answered by a panel of Force.com product
managers and R&D experts.
Session Speakers
Steve Fisher, Senior Vice President, Platform Division, SALESFORCE.COM
Chris Fry, VP, Platform Development, SALESFORCE.COM
Steven Tamm, Lead Member of Technical Staff, SALESFORCE.COM
Rob Woollen, Principal Architect, SALESFORCE.COM
Doug Chasman, Principal Member of Technical Staff, SALESFORCE.COM
With the salesforce 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
making them want to come back. Find out how to quickly and easily set up your own customer portal
so it is ready to deploy as an integral part of your Salesforce application family.
Session Speakers
Kate Harvey, Senior Instructor, Salesforce.com Internal - Deactive
Jon Oatham, Application Instructor, SALESFORCE.COM
Sales Performance Management (SPM) solutions automate all aspects of administering,
tracking, reporting and analysing sales performance. SPM solutions include functionality for
incentive compensation management, quota & territory management and analytics & modeling.
This breakout session will explore strategies to deliver a ‘SPM Center of Excellence’, a
best-practices approach to implementing a centralised SPM model—from assigning the right people, to
determining processes, and selecting the best technology. Learn how Salesforce.com and Acision are
using Xactly sales performance management solutions to align sales to corporate goals, promote
confidence in the accuracy of sales compensation programs, ensure consistent sales execution, and
provide unprecedented visibility.
Session Speakers
Christopher Cabrera, Founder and CEO, Xactly Corporation
Hugh Palmer, Head of Sales Operations, Acision Ipr Nederland B V
Simon Corley, VP, Field Operations, EMEA, SALESFORCE.COM
Innovation is the lifeblood of every organisation. Do you have a scaleable way to capture
and prioritise the Ideas generated by your customers and employees ? Join us in this session to
understand how to engage all of your communities online, spark conversations around ideas and watch
as the best innovations bubbles to the top!
Join this session to see and hear real-life examples of how salesforce.com executives and
our customers drive excellence in the areas of pipeline management, forecasting, performance
measurement and dashboards. You'll walk away with the know-how to impress in your organisation!
Session Speakers
Scott Fletcher, Business Forecasting Analyst, Misys International Banking Systems
Looking to extend the ‘look and feel’ of your Force.com application or need to create an
entirely new interface to make your application visually distinct? In this introductory session,
find out how Visualforce provides you with a framework for building and deploying any kind of user
interface design. Learn how easy it is to configure our standard user interface and even replace it
altogether with a suitable style and set of interactions to enhance the whole user experience.
Session Speakers
Marc Kuster, Application Instructor, SALESFORCE.COM
Stephen O'Halloran, Senior Consultant, SALESFORCE.COM
Agility and innovation are key to driving a successful business in an increasingly
competitive global economy. Join us in this session to hear first hand from customers that have
used the force.com platform to drive innovation and change to deliver rapid results to the
business. Learn how as a result these innovators have elevated IT to a proactive and critical
function in their respective companies.
Session Speakers
Paul Turner, VP of Global Operations, Arieso Ltd
Howard Lamb, CIO, Celerant Consulting Ltd.
Stuart Mills, European Channel Manager, Celerant Consulting Ltd.
Simon Wheeldon, Director, Apex Platform Sales, EMEA, SALESFORCE.COM
14:45 - 15:45
Industry Focus: Financial Services. Managing Indirect Sales.
Learn how two different organisations have used Salesforce to dramatically improve sales
coverage and drive new business from their intermediated sales teams.
Session Speakers
Phill Spalding, Broker Development Manager, Allianz Insurance plc
Lawrence Cook, National Sales Manager, Standard Life Assurance Limited
There is no finish line to building the right security, and we recognise that our own
customers' security is the foundation of success. Salesforce.com continues to implement, hands
down, the best possible technologies in this area. Join in on this hard-hitting session to learn
best practices for ensuring data and systems security in your organisation.
Session Speakers
Peter Dapkus, Senior Product Manager, SALESFORCE.COM
Thomas Adelgren, Principal CSM/Team Leader, SALESFORCE.COM
Salesforce.com has turned Search Engine Markting (SEM) into a cost-effective lead-gen
machine, thanks to best practices gleaned from our work with leading vendors and practitioners.
Join us to hear the latest tricks for optimising SEM performance, using Salesforce for Google
AdWords, honing lead flow with organic and paid search techniques, and measuring ROI from keyword
to close.
Session Speakers
Richard Robinson, Industry Head, Technology, Google EMEA
Marcus Kowollick, Account Executive (SBG), SALESFORCE.COM
Every phone call is an opportunity to strengthen customer loyalty. People have long
understood the benefits of integrating their service and support applications to their telephony
system: customer information instantaneously delivered to them, automatic logging, and faster call
handling times. But the complexity and cost have always been a challenge. With Salesforce Service
& Support, CTI is a snap. Join us in this session to find out more. You'll leave with best
practices, tips, and tricks to use immediately!
Session Speakers
Pat Muller, eCare Outsource Director, Charter Communications-- Charter Residential
Stacy Hebert, Contractor, Charter Communications Inc.*
Jonathan Sides, Product Manager, Envox Worldwide
Marco Casalaina, Senior Product Manager, SALESFORCE.COM
Do you want to see just how easy it really is to build on-demand applications on the
force.com platform? Join this hands-on training session for a live walk-through of how to build an
example application. Feel free to take your shiny new application home to show-off to your
colleagues!
Session Speakers
Matthew Friend, Senior Technical Sales Engineer, SALESFORCE.COM
The Force.com platform and popular Web Services API make the concepts of SOA (Service
Oriented Architectures) real by making it easy to create powerful and robust integrations with
other systems. This session will review Force.com SOA features and tools for integrations, as well
as some of the popular APIs and techniques for connecting to application data and infrastructure.
Session Speakers
Martin Clark, Business Intelligence Manager, The Miller Group Ltd.
Sarah Legge, MIS Analyst, The Miller Group Ltd.
Markus Spohn, Director, Product Management, Integration, SALESFORCE.COM
Are your sales teams inundated with so much information on products, competitors,
propositions and market trends that they can’t keep up? Come and listen to customers that are using
Salesforce Content to provide sales reps with the timely, accurate information that makes the
difference between landing big deals and missing their quota.
Session Speakers
Phil Robinson, CEO, Velocix Ltd
David Norris*, COO, Livebookings Network
Tim Barker, Senior Director, Product Management, SALESFORCE.COM
16:15 - 17:15
Measuring your Marketing: Get the Most Out of Reports & Dashboards
What good is marketing without measurement? It's easy to create reports and dashboards to
get the marketing intelligence you crave. Join us to learn best practices for capturing popular
marketing analytics in easy-to-use reports and dashboards.
Session Speakers
Manuel García Gonzalo, Sub-Director General, Alava Ingenieros
Rob Tersteeg, Marketing Manager, Quintiq
Xabier Ormazabal, Principal Sales Engineer, SALESFORCE.COM
The Salesforce platform is the powerful engine that supports all of your configuration,
customisation, 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 customisation, app building, and administration capabilities that will enable you to
automate all of your business processes on the Salesforce platform!
Session Speakers
Eric Bezar, Vice President, Product Management, SALESFORCE.COM
In the competitive, fast-changing global communications industry, sales excellence and the
ultimate customer experience have never been more important. Join this session to hear firsthand
from industry-leading communications carriers how they are using Salesforce to drive success in
their business. See a live demonstration of Salesforce tailored to the communications industry and
learn how you can empower your organization with on-demand.
