GMAC Mortgage Finds Success with Salesforce.com

Multiple business units use salesforce.com to coordinate service and increase sales and lending volume

SAN FRANCISCO, Calif. — September 13, 2004 — Salesforce.com (NYSE: CRM), the market and technology leader in on-demand customer relationship management (CRM), today announced that GMAC Mortgage, a subsidiary of GMAC Financial Services, a wholly owned subsidiary of General Motors (NYSE: GM), is using salesforce.com to drive growth of the GM Supplier Discount program — vehicle and home, as well as the successful GM Family First program.

GMAC Mortgage is one of the 11,100 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of July 31, 2004.

"Salesforce.com has been instrumental in helping us grow GMAC's participation in General Motors Supplier Discount Program," said Randy Rodriguez, vice president, GMAC Mortgage. "Securely housing GM's supplier information, as well as our business development activities, salesforce.com provides us a centralized point for our business channels to work together around these common customers, while maintaining the trust and confidence of our parent organization."

GMAC Mortgage turned to CRM to develop two substantial customer opportunities, the GM Family First and GM Supplier Discount programs. The GM Family First world consists of salaried and hourly employees, retirees and their immediate family members, as well as the employees of GM dealership and other GM subsidiaries. Through the GM Supplier Discount program — vehicle and home, GMAC Mortgage provides varied offerings through its' many business units. These offerings combine with GM's discounts on a wide range of vehicles and other products and services, which are available to eligible employees of select GM Suppliers and key business associates.

GMAC Mortgage selected salesforce.com in February 2002 to coordinate and drive expansion of the Supplier Discount Program. The on-demand model made it easy to get up and running with CRM customized to meet specific business-level requirements. Rodriguez explained: "I wanted a CRM tool that a business sponsor could implement and support and, for the money spent, gain entry into a large market. I needed to demonstrate due diligence and control without being an IT person. Salesforce.com was the only solution that came close to delivering what I needed."

With salesforce.com, GMAC Mortgage business channels can collaborate in real time and deliver the best possible service to a customer base that now totals in the millions. Even when they are not connected to the network, mobile users have access to customer information and data via salesforce.com's offline capability.

GMAC Mortgage sales teams must exercise the utmost caution and professionalism in handling GM's valued relationships. GMAC Mortgage has extensively customized salesforce.com by role and view for maximum data security, and it is using the market-leading on-demand CRM service to drive standards and codes of conduct across the organization as it effectively markets and sells home services to GM's valued employee and supplier networks.

"Salesforce.com helps us deliver consistent service, messaging, and value to our customers. It also helps build synergies within our own organization, delivering maximum benefit from each relationship that is built." Rodriguez continued. "The GM Family First and GM Supplier Discount programs account for over 10% of our total lending volume, measured in billions, and is recognized as one of the foundations of our lending strategies. We are extremely happy with the results salesforce.com has given us."

About salesforce.com

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