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Customer Engagement Unveils the Social Enterprise

Social enterprises revolutionize their level of customer and employee engagement through the use of social, mobile and open cloud technologies

Salesforce is Social – Chatter Now, Chatter Customer Groups, Chatter Approvals, Chatter Service and will accelerate social app adoption across the entire enterprise

Salesforce is Mobile – taps into the power of HTML5 to optimize Salesforce apps for mobile devices including the iPad, iPhone, Android and more

Salesforce is Open – Heroku for Java, Chatter Connect and will provide the most open, flexible and social enterprise platform in the industry

SAN FRANCISCO — DREAMFORCE 2011 – Aug. 31, 2011 – [NYSE: CRM], the enterprise cloud computing ( company, today unveiled the social enterprise, leveraging social, mobile and open cloud technologies to revolutionize companies’ relationships with their customers. announced new innovations Chatter Now, Chatter Customer Groups, Chatter Approvals, Chatter Service and, which will accelerate social app adoption in the enterprise. Bringing mobile apps to the social enterprise, will leverage HTML5 to deliver an optimized experience on touch devices for all Salesforce and native apps. And finally, Heroku for Java, Chatter Connect and will deliver the most open, flexible and social enterprise platform in the industry. is helping companies transform themselves into social enterprises, all powered by’s trusted cloud platform.

Comments on the News:
? “Our social enterprise vision fundamentally changes how companies collaborate, share and manage information,” said Marc Benioff, chairman and CEO, “By creating social customer profiles, employee social networks, customer social networks and product social networks, companies can delight their customers in entirely new ways.”
? “Burberry is partnering with to build our social enterprise,” said Angela Ahrendts, CEO, Burberry. “Our vision is that every customer will have total access to the Burberry brand and culture, regardless of where, when and how they access the company. Every CEO has to create a social enterprise today. You have to be totally connected to anyone who touches your brand. If you don’t do that, I don’t know what your business model is in five years.”

Welcome to the Social Enterprise
A social revolution is taking place today. The number of social networking users has surpassed email users. Nearly a quarter of all time spent online is spent on social networks like Facebook. And people access the Internet more from mobile devices than from desktops. is helping companies meet the challenge of today’s social revolution with the social enterprise, all powered by’s trusted cloud platform. Today at Dreamforce, will introduce the social enterprise and demonstrate how companies can transform their relationships with customers. is the only company that can deliver the social enterprise because of its fast, easy and open cloud computing technologies. Any company can become a social enterprise with by:
? Developing Social Customer Profiles: Customers today expect that the companies they work with know what they “like” on Facebook, what they are saying on Twitter, who they are connected to on LinkedIn and more. The social customer profile captures all of this publicly available information, empowering every employee to delight customers by knowing who they are and delivering an entirely new level of service, only possible in today’s social world.
? Creating Employee Social Networks: Many companies struggle to connect their employees with the best information and experts within their own company. Similar to Facebook, employee social networks deliver information directly to users, rather than making them search for it themselves. The Salesforce Sales Cloud, Service Cloud, Chatter, and help companies build the private employee social networks that help people at work rapidly collaborate across their company so they can engage, sell and service their customers more effectively.
? Building Customer Social Networks and Product Social Networks: Customer and product social networks allow companies to build stronger relationships with their customers in an entirely new way on today’s most popular social channels like Facebook and Twitter. With Salesforce Radian6, Heroku and, companies can listen to, engage with and analyze what people are saying about them and create apps where customers can interact with their brand. These apps leverage cutting edge social and mobile technology, can be location-aware, and can be accessed on any device. And companies can also bring their products into social networks so they can be part of the conversation, allowing consumers to not just "fan" a product, but become its "friend.”

Unveiling New Social Innovations for the Social Enterprise is helping companies transform into social enterprises by introducing new social innovations across Salesforce’s apps and platform, including:
? Chatter Now: Chatter Now will deliver real-time collaboration by enabling users to see when their colleagues are online, instantly chat with them in context and share their screen without leaving Chatter.
? Chatter Customer Groups: For the first time, Chatter users will be able to invite people outside of their organization into their Chatter network to collaborate. Chatter users can invite customers and partners to collaborate in private, secure groups, which will extend enterprise collaboration beyond the four walls of a company.
? Chatter Approvals: With Chatter Approvals, users will be able to take action on any approval process from directly within their Chatter feed. Sales discounts, hiring decisions, vacation requests and more can all be approved without having to leave Chatter. Approval processes will now have context, including comments and documents, to help increase productivity and help users make informed decisions.
? Chatter Service: Salesforce Service Cloud is creating the ultimate self-service destination for the social enterprise with Chatter Service. With Chatter Service, customers will be able to ask their question once in a familiar social feed, and have the answer come to them in an instant–whether it’s from the knowledge base, the community of experts or a service agent. Chatter Service will also connect to public social networks, such as Facebook, extending the community far beyond the boundaries of a traditional self-service portal. Customers have gone social and the Service Cloud, with Chatter Service, is the way that companies can create a social, self-service community to delight their customers.
? Launching at Dreamforce, gives sales and marketing professionals the information they need to effectively plan, target and execute sales and marketing campaigns – all within Salesforce. will unify socially-crowd sourced contact information from Jigsaw and company information from Dun & Bradstreet (D&B) in one place to help customers build and maintain social customer profiles.

Bringing the Power of Mobile to the Social Enterprise with
The social enterprise is not just about connecting companies and employees with their customers through social technologies, but also through mobile devices. will deliver an optimized experience of Salesforce apps and customizations for touch devices. Leveraging the open standard HTML5 technology, will allow users to access from the most popular smart phones, tablet devices and operating systems. will also enhance the platform to become the destination for developing trusted, enterprise mobile apps. Not only will developers be able to mobilize existing apps, they will also be able to build new, secure mobile apps quickly and easily.

Delivering the Social Enterprise Platform with, Heroku and
With, Heroku and, developers now have the social enterprise platform to create social, mobile and open cloud apps that improve the way companies collaborate, communicate and share information with customers and employees.

At Dreamforce 2011, will unveil a number of new innovations including:
? Heroku for Java: Heroku now gives more than 6 million enterprise Java developers a clear path to build social, mobile and open cloud apps. Enterprises and developers have made significant investments in Java skills. Now, those skills and investments can be applied to creating the social enterprise by developing customer and product social networks. Java joins Ruby on Rails, Clojure and Node.js as the fourth language for the Heroku platform. For more information and technical details about Java on Heroku, visit
? Chatter Connect: Chatter Connect makes other applications social by extending Chatter to custom and third-party applications. The Chatter REST API makes it easy for developers to integrate Chatter into other applications, such as intranets and portals, custom mobile apps and other enterprise apps. In addition, Chatter for SharePoint allows companies to make SharePoint social – companies will be able to embed Chatter feeds in a Sharepoint MySite or TeamSite and share documents from Sharepoint to Chatter.
? is GA:, the underlying cloud database already serving the company’s 100,000+ customers, is now generally available to all enterprises. is a proven multi-tenant database, managing more than 36 billion transactions and 13 billion custom objects in the second quarter alone. It is open, massively scalable, automatically elastic and built from the ground up to power this new generation of social and mobile cloud applications.
? Data Residency Option: The new Data Residency Option will be for companies that want to take full advantage of the cloud, but have requirements, policies or perceptions that may prevent them from gaining the strategic benefits that cloud computing has to offer. With Data Residency Option, companies will have the option of keeping readable versions of sensitive data where they want, allowing them to take full use of’s trusted cloud computing model.

Making the Social Enterprise a Reality with the Social Enterprise License Agreement’s new Social Enterprise License Agreement includes enterprise-wide access to Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Chatter, Salesforce Radian6,, Heroku and– giving customers predictable pricing. With the Social Enterprise License Agreement customers get everything they need to transform themselves into a social enterprise.

Pricing and Availability
? Chatter Now: Chatter presence and chat are currently scheduled to be generally available in late 2011. Both features will be included for free across every edition of Chatter – including Chatter screen sharing is currently scheduled to be generally available in 2012. Chatter screen sharing will be generally available to users for an additional charge.
? Chatter Customer Groups: Chatter Customer Groups is currently scheduled to be generally available in late 2011. Chatter Customer Groups will be included for free across every edition of Chatter – including
? Chatter Approvals: Chatter Approvals is currently scheduled to be generally available in late 2011. Chatter Approvals will be included for free across every edition of Chatter.
? Chatter Service: Chatter Service is currently scheduled to be generally available in early 2012 along with pricing.
? is available today with contact information from Jigsaw. Company information from D&B is currently scheduled to be generally available later this fall with pricing and packaging announced at that time. is available to both companies and individuals who are looking for a proven solution with best-of-breed data capabilities.
? is currently scheduled to be generally available in early 2012.
? Heroku for Java: Heroku for Java is available in public beta today and free to get started. Visit Heroku for more information:
? Chatter Connect: Chatter Connect is generally available today free of charge. The Chatter REST API is available today in developer preview and is currently scheduled to be generally available in late 2011. Chatter Connect is available in every Chatter edition.
? Chatter for SharePoint: Chatter for SharePoint is currently scheduled to be generally available later in 2011. Chatter for SharePoint is a free, open-source component from Labs.
? is generally available today and is free to get started. Visit today to sign up for a free account, which includes 100,000 records, 50,000 transactions per month and support for three enterprise users. Additional capacity, transactions and users can be purchased a la carte.
? Data Residency Option: Data Residency Option is currently scheduled to be generally available in 2012. Pricing will be announced when it is generally available.
? Social Enterprise License Agreement: The Social Enterprise License Agreement is available today. Pricing varies by customer.

Additional Information
? Register for Dreamforce, including the free keynote and expo pass at
? Become a fan of Dreamforce on Facebook:
? Follow @dreamforce on Twitter and use the #df11 hashtag to join the conversation
? To watch the Dreamforce keynotes live, go to
? For more details on the news, please visit

About Salesforce

Salesforce, the global CRM leader, empowers companies of every size and industry to digitally transform and create a 360° view of their customers. For more information about Salesforce (NYSE: CRM), visit:

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