Welcome to Dreamforce

our 7th annual user and developer conference.

It’s time to dream big again. It’s time to get closer to your customers than you ever thought possible. It’s time for
your employees, partners, and customers to join the conversation and keep your business humming at the speed of
the Web. It’s time for Dreamforce.

If there’s one lesson the last year has taught us, it’s that the high costs, high risk, and elusive returns of software just
don’t make sense anymore. Salesforce.com and cloud computing have the answers that are right for your business
today. And for the years ahead.

In the next few days, you’ll learn more about all our clouds and how they can help you manage your business: the
Sales Cloud, the Service Cloud, and the Custom Cloud. Every year, you astonish us with your success stories, and
our 300+ customer speakers are the real stars of this show. We hope you’ll take advantage of hearing as many of
them as you can.

And, of course, because this is Dreamforce, we promise more than a few surprises that are guaranteed to inspire new
ways to put cloud computing to work for your business.

But perhaps the greatest source of inspiration comes from your fellow customers—whether it’s in a breakout session
or a casual conversation over coffee at the Cloud Café. Here’s to your continued success in the cloud.

As always, I invite you to join the conversation with us at the show or any time via email at ceo@salesforce.com.

Aloha,

Aloha,

Marc Benioff
Chairman & CEO
salesforce.com
 Learn

My Dreamforce
Success Plan
My goals for Dreamforce
Must-attend sessions

Companies to see
in the Cloud Expo
Questions for the Experts

Winter '10 demos to experience

Sales Cloud 3 big wins:
Service Cloud things I can do
Custom Cloud right away back at the office

Cloud apps to check out

Can't leave without…

Goals for my 1:1 Success Clinic Attending a hands-on workshop
Exploring the Salesforce.com Campground
Getting my picture
cture taken

3 ways to network
Birds-of-a-Feather lunches
Evening receptions
Join a local user group

Complete the online Dreamforce Survey and help shape next year’s conference!
Be eligible to win one of 42 Apple iPod nanos to be given away at Dreamforce.
See the conference desk for details.

2 The Cloud-Computing Event of the Year

Table of Contents
Welcome to Dreamforce........ 1 Explore................................ 83
Table of Contents..............................................3 Explore: Salesforce.com Campground....... 84
Agenda at a Glance..........................................4 Explore: Take Your Cloud Mobile................. 86
Daily Highlights—Wednesday........................8 Explore: Cloud Expo Sponsors..................... 88
Daily Highlights—Thursday......................... 10 Strategic Cloud Sponsors............................................88
Platinum Sponsors.........................................................88
Daily Highlights—Friday.............................. 12 Gold Sponsors.................................................................90
Silver Sponsors................................................................96
Bronze Sponsors.......................................................... 101
Learn.................................... 13 Industry Solutions....................................................... 103
Exhibitors........................................................................ 104
Keynotes......................................................... 14
Learn: Tracks & Sessions............................... 18
Sales....................................................................................19 Connect............................. 107
Service................................................................................26 Connect: Special Events..............................108
Marketing..........................................................................32
Administrators.................................................................38 Connect: Salesforce.com Foundation........112
Large Enterprises............................................................44
Earthforce Initiative at Dreamforce...........114
Channels............................................................................47
Executive Insight.............................................................49
Small Business.................................................................51
Admin to AppBuilder....................................................53 Experience......................... 119
Beginning Developers..................................................54 General Information....................................119
Advanced Developers...................................................57
IT Executives.....................................................................59 Moscone Center Maps.................................122
Backstage Pass.................................................................63
Partner Success...............................................................64
Financial Services...........................................................66
Healthcare & Life Sciences..........................................68
Media & Communications...........................................69
High Tech...........................................................................70
Professional Services.....................................................71
Manufacturing & Retail.................................................71
Nonprofits, Public Sector & Education....................73
Learn: Force.com Zone.................................. 77
Learn: Hands-On Training............................ 78
Learn: Salesforce.com Certification............ 79
Learn: Partner Success.................................. 80

3
7:00 a.m 8:00 a.m. 9:00 a.m. 10:00 a.m. 11:00 a.m. noon 1:00 p.m. 2:00 p.m.

Registration 7:00 a.m. – 8:00 p.m.
Tuesday, November 17

Foundation Event
9:00 a.m. – 4:00 p.m.

Paid Hands-On Training

8:00 a.m. – 5:00 p.m.

Birds-of-a-Feather Lunches by
Wednesday, November 18

Breakout Sessions Breakout Sessions

Role – North Hall D
Registration 7:00 a.m. – 8:30 p.m.

11:45 a.m. – 12:45 p.m. 2:15 – 3:15 p.m.

12:45 – 2:15 p.m.

State of the Union Attendee Lunch Attendee Lunch

Breakfast sponsored by
Esplanade 303/305 North Hall D, South Hall A
7:30– 9:00 a.m. Opening Keynote meLLmo
11:45 a.m. – 12:45 p.m. 12:45 – 2:15 p.m.
with Marc Benioff & Special Guests
South Hall B & C
Cloud Expo Cloud Expo
9:00 – 11:00 a.m.
North Hall D North Hall D
7:30 – 9:00 a.m. 11:00 a.m. – 8:00 p.m.

Force.com Zone Force.com Zone

Esplanade Esplanade
7:30 – 9:00 a.m. 11:00 a.m. – 8:00 p.m.

Birds-of-a-Feather
Breakout Sessions Breakout Sessions Lunches byVertical Breakout Sessions
11:30 a.m. – 12:30 p.m. North Hall D
Registration 7:00 a.m. – 6:00 p.m.

7:30 – 8:30 a.m. 1:30 – 2:30 p.m.

Thursday, November 19

12:30 – 1:30 p.m.

Attendee Lunch
Breakfast North Hall D, South Attendee Lunch
7:30 – 9:00 a.m. General Session Hall A sponsored by Aprimo
with Marc Benioff & Special Guests 12:30 –1:30 p.m.
South Hall B & C
Cloud Expo Cloud Expo
9:00 – 11 a.m.
North Hall D North Hall D
7:30– 9:00 a.m. 11:00 a.m. – 4:15 p.m.

Force.com Zone Force.com Zone

Esplanade Esplanade
7:30 – 9:00 a.m. 11:00 a.m. – 4:15 p.m.

Breakout Sessions Breakout Sessions Breakout Sessions

9:00 – 10:00 a.m. 10:15 –11:15 a.m. 11:30 a.m. – 12:30 p.m.
Registration 7:30 a.m. – noon
Friday, November 20

Breakfast
7:30 – 9:00 a.m.

Cloud Expo
North Hall D
7:30 – 11:30 a.m.

Force.com Zone
Esplanade
7:30 a.m. – 1:00 p.m.
 Agenda at a Glance

3:00 p.m 4:00 p.m. 5:00 p.m. 6:00 p.m. 7:00 p.m. 8:00 p.m. 9:00 p.m. 10:00 p.m.

NonProfit Educator Cloud Expo

Welcome Reception
North Hall 135 North Hall D
5:00 – 6:00 p.m. 6:00 – 8:00 p.m.
New Attendee Welcome Reception
Orientation
North Hall 134 North Hall D
5:00 – 6:00 p.m. 6:00 – 8:00 p.m.

Force.com Zone
Esplanade
6:00 – 8:00 p.m.

Force.com Developer Hackathon

Breakout Sessions Breakout Sessions
Esplanade
3:30 – 4:30 p.m. 4:45 – 5:45 p.m.
5:45 – 8:00 p.m.

Networking Reception Global Gala

North Hall D South Halls B & C
5:45 – 8:00 p.m. 8:00 – 10:00 p.m.

Breakout
Sessions
2:45 – 3:45 p.m.

Cloud Crawl
Temple Nightclub
Special General Session
9:00 p.m. – 2:00 a.m.
with Gen. Colin L. Powell, Ret.
South Hall B & C
4:15 – 5:45 p.m.
To steer your company through these turbulent times, the cloud helps you
reduce costs and increase sales. Our cloud apps help you manage your
customer information and share any information in any application in your
company—without a big up-front software investment that’s expensive to
install and maintain.

With the Force.com cloud platform, you can mind your customers and your
budget at the same time. You can use Force.com to customize your CRM
applications or build new business applications and Web sites faster and easier
than ever before.

Our cloud infrastructure has been fine-tuned over the past 10 years so it’s
secure, reliable, and fast. It powers more than 63,000 businesses running
120,000+ applications that 1.5+ million users count on every day. In other
words, it’s a proven service you can really trust. Honest.
 Breakout Session Schedule
Wednesday, November 18

11:45 a.m. –12:45 p.m. Esplanade 300 Esplanade 304 Esplanade 306 Esplanade 308 Esplanade 310 Force.com Theatre Esplanade 303 Esplanade 305 Esplanade 307 Esplanade 309 South 102 South 103 South104

IT Executives Administrators Administrators Partner Success Channels Partner Success Beginning Developers Advanced Developers Service Admin to AppBuilder Marketing Administrators Sales

Defining the Cloud: Stay in Sync with The Cardinal Rules of User Consulting in the Partner Management 101: The Fastest Path to the Force.com: Platform State Force.com: Platform State Extreme Makeover - Build Your First Custom Hands-On: Building Hands-On: Have It Your Hands-On: Managing
Gartner Explains What Connectors for Outlook Adoption Cloud: Salesforce.com’s Rolling Out Salesforce CRM Cloud: Salesforce.com’s ISV of the Union of the Union Customer Care App Using Your CRM Skills Reports to Analyze ROI Way-Customize Your Org Opportunities with
the Cloud Means for and Lotus Notes Consulting Partner for Partners Partner Program with Clicks, Not Code to Fit Your Business Workflow
Enterprise IT Program

Large Enterprises Administrators Administrators Backstage Pass Channels Partner Success Beginning Developers Advanced Developers IT Executives Advanced Developers Marketing Administrators Admin to AppBuilder
2:15–3:15 p.m.

Establishing Innovation Analytic Basics: Reports 360° Integration: A Look Inside the Service Partners: 7 Secrets of Cloud Building Public Web Deep Dive with the New Build Apps 5 Times Faster Got (lots of ) Data? New Hands-On: Building Hands-On: Giving the Hands-On: Building Your
Management Governance and Dashboards “The Essentials” Session Force.com Infrastructure Collaborating in Real Time Startup Success Sites in the Cloud with Force.com Platform with Force.com Bulk API for High-Volume Dashboards to Drive ROI Right People the Right First Force.com Platform
and a Framework on Service Issues Force.com Sites Technology (Advanced) Data Loading Information Application

Large Enterprises Administrators Administrators Administrators Channels Partner Success Beginning Developers Advanced Developers IT Executives Advanced Developers Sales Service Administrators
3:30–4:30 p.m.

Organizing and Executing Top 10 Things Your Users Admin-Built Apps: How to Introduction to Force.com Driving Adoption: Best From Garage to Glory: Force.com in Action: What’s New in What Applications Are Release with Zero Impact Hands-On: Building Reports Hands-On: An Introduction Hands-On: Pulling It All
to Match the Speed of Want (Though They Might Become a Hero Pages and Force.com Code Practices for Creating Insider Tips and Building an Application in Force.com Code Right for the Cloud? to Analyze Revenue to Managing Support in Together with Custom
Cloud Computing Not Know It) Partner Programs Techniques from Top Real Time the Cloud Report Types
ISV Partners

Small Business Administrators Administrators Administrators Administrators Beginning Developers Advanced Developers IT Executives Partner Success Sales Service Beginning Developers
4:45–5:45 p.m.

A Conversation with Small If You Train Them, They Jack Be Nimble: Master A Brave New World: Think The Self-Healing Database: Building Application User Architecting in the Cloud: Build the Business Case for Cloudonomics 101: Hands-On: Building Hands-On: Automating Hands-On: An Introduction
Business Leaders Will Learn Process Automation with & Act Globally Advanced Data Quality for Interfaces with Visualforce Building Enterprise Apps Force.com: Prove the ROI & Creating a Financial Dashboards to Drive Your Service Cloud to Force.com Code (Apex)
Salesforce CRM Busy Administrators That Scale TCO of the Cloud Plan for Your Force.com Revenue
Business

North 120 North 121/122 North 123 North 124 North 125 North 130 North 131 North 132 North 133 North 134 West Mezzanine 250 West Mezzanine 254 West Mezzanine 270
11:45 a.m. –12:45 p.m.

IT Executives Sales Executive Insight Sales Sales Marketing Marketing Sales Sales Service Healthcare & Life Financial Services Media &
Sciences Communications
Cloudsourcing: The Next Inside Sales Call Scripting How to Boost User Accelerate and Streamline Sales Forecasting: New Lead Management 101: Search Engine Marketing Arming Reps to Win: Hear Gartner’s Seven The Future of the Breaking the Mold:
Phase of Cloud Computing Using Adobe Flex Adoption for Higher ROI Sales Incentive Rollout Ways to Forecast Your Qualifying, Scoring, and Junkies Introduction to the Secrets of Sales Success Customer-Centric Web Custom Cloud Innovation Transform the Customer Creating an Enterprise
and Management on Existing and New Business Routing Your Leads for Integrated Content Library and the Role of the in Healthcare and Life Service Experience in Cloud Strategy in Your
Force.com Success Service Cloud Sciences the Cloud Media Company

Sales Service Sales Marketing Executive Insight Service Marketing Sales Sales Marketing Healthcare & Life Financial Services High Tech
Sciences
2:15–3:15 p.m.

Measuring Your Join the Social Sell More, Sell Faster with A Marketer’s Tale: Top Accounting for Success! Complex Integrations in Master Your Content How Salesforce.com Delivering Business Delivering B2B Marketing Improving Carrier-Agency Getting It Right: The Keys
Organization’s Sales Conversation Integrated On-Demand Challenges Solved with Streamlining Processes Your Contact Center Library: Maximize Your Manages and Measures Insight with Reports and Excellence in a Socially Improve the Health of Your Interaction in the Cloud for Successful High-Tech
Intelligence: Getting More Sales Quoting Tools Marketing Automation with the Platform Messaging Impact Sales Productivity Dashboards Connected World Business by Becoming Deployments
with Less Programs Service-Oriented

Large Enterprises Service Administrators Executive Insight Sales Service Marketing Channels Sales Sales Marketing Sales Sales
3:30–4:30 p.m.

Dispelling Cloud Maximizing Agent Salesforce.com as CIO Insider: How Configuration & Pricing. A Force.com Sites for the Getting Started with Increase Channel Ready to Rock Your How Salesforce.com Uses Using Lead Nurturing How to Tap into Social Media Automatic Harmony:
Integration Myths Productivity: It’s a Game the Company Portal: to Leverage Cloud Quoting App and a Critical Service Cloud Salesforce CRM and Revenue with a Partner Productivity? Meet the Salesforce CRM for Pipeline and Scoring to Deliver to Drive Sales Results Empower Sales & Marketing
Changer for Today’s Incorporating Multiple Integration to Turbocharge Part of Business Process Google AdWords Certification Program New Salesforce CRM Management More and Higher-Quality with Webinar Data
Business Data Sources and BI Salesforce CRM for Outlook Sales Leads

Large Enterprises Service Financial Services Large Enterprises IT Executives Service Marketing Sales Marketing Sales Financial Services Financial Services Media &
Communications
4:45–5:45 p.m.

Today’s Forecast: Knowledge: It’s the Heart Insurance User Group: Thomson Reuters TRUSTs Developing an ERP System How Salesforce.com Uses Advanced Campaign Mobile Sales Excellence: Getting Started Managing The 7 Deadly Sins of Sales Transforming Capital Banking on the Power of
Enterprise Order of the Service Cloud Happy Birthday! in Salesforce.com to Drive in the Cloud the Service Cloud: Global Management: Lead Success for the Road Multichannel Campaigns Force Automation Markets: How Force.com the Cloud Improving Bundling and
Management through Enterprise Innovation Customer Service Nurturing and Warrior Is Changing the Game Competitiveness in Media
the Cloud Campaign ROI & Communications
 Wednesday, November 18
notes
daily highlights
Wednesday, November 18

Breakfast
7:30.–9:00 a.m.

Opening Keynote with Marc Benioff & Special Guests

9:00–11:00 a.m.
South Hall C

Platform State of the Union

11:45 a.m.–12:45 p.m.
Esplanade 303 & 305

Birds-of-a-Feather Roundtable Lunches by Role

12:45–2:15 p.m
North Hall D

Networking Reception
5:45–8:00 p.m.
Cloud Expo

Global Gala featuring the Black Crowes

8:00–10:00 p.m.
South Halls B & C

The Cloud Expo is open from 7:30–9:00 a.m.

and 11:00 a.m.–8:00 p.m.

Find the sessions you want

with these color codes:

8

Esplanade 300
Large Enterprises
7:30–8:30 a.m.
Using the Service Cloud for
the Enterprise
11:30 a.m. - 12:30 p.m.
Nonprofits & Public Sector
Social Innovation in the
Cloud
Large Enterprises
1:30–2:30 p.m.
Best Practices and
Approaches for Handling
Large Data Volumes
Small Business
2:45–3:45 p.m.
Developing Enterprise
Solutions in the Cloud
North 120
Small Business
7:30–8:30 a.m.
Connecting QuickBooks to
Salesforce CRM
11:30 a.m. - 12:30 p.m.
Financial Services
How the SaaS Revolution
Is Improving Insurance
Distribution
IT Executives
1:30–2:30 p.m.
The Integration Cloud: The
Foundation for SaaS Success
Service
2:45–3:45 p.m.
Combining Salesforce with
inContact: the Leading SaaS
Contact Center Platform
Esplanade 304 Esplanade 306
Administrators Administrators
Eureka: Data Nirvana Managing Change: How
to Win Friends and
Influence People
Administrators Administrators
What’s in Your Tool Belt? Define Your Portal Strategy
Administrators Administrators
Free and Cheap: Finding Formula Magic
Value in a Down Economy
Sales Administrators
Make Every Rep Sell Like Engaging Effectively with
Your Best Rep Social Networks Using
Salesforce.com
North 121/122 North 123
Service Financial Services
The Service Cloud Road Map: Unleash The Power
What’s Next? of Integration: Data
Aggregation Drives Value
Service Executive Insight
Insight into Action: Optimize Finding Your Way to Full
Service in Real Time for Compliance - Automating
Winning Results Channel Compliance
Service Service
Running A World-Class B2C Run Your Entire Contact
Call Center Center in the Cloud
Service Large Enterprise
Roundtable with the Service Learn from a Proven Model:
Cloud Pros 6 Steps to Guarantee
Adoption
Esplanade 308
Administrators
Time-Savers: Tips for
Enhancing Productivity and
Efficiency in Salesforce CRM
Admin to App Builder
Boost Your Career and Add
Value to Your Company with
Custom Apps
Partner Success
Sell Like Salesforce.com:
Tools and Best Practices for
Partners
Administrators
Tips and Tricks for Release
Management
North 124
Media & Communications
Taking Your Cloud-
Computing Implementation
to Phase 2 and Beyond
Professional Services
Run Your Professional
Services Business in the
Cloud, Part II
Sales
Manage Commissions
and Claims with Callidus
Commissions Manager on
Force.com
Large Enterprise
Salesforce Integration:
Crossing the Business – IT
Divide
Esplanade 310 Force.com Theatre
Channels Partner Success
Building Loyalty Through Maximize Your Revenues:
Community Market and Deliver
Your Solutions on the
AppExchange
Channels Partner Success
Mixing Salesforce to Market Like Salesforce.com:
Salesforce and Partner Portal Best Practices and Tools for
Technologies for Success Partners
Channels Backstage Pass
Road Map: What’s Next for Behind the Scenes: Lessons
Salesforce CRM for Partners Learned Building Our Own
Force.com Sites
Sales Admin to App Builder
The Behavioral Power Admin Custom App
of Incentives Showcase
North 125 North 130
High Tech Service
Achieving a Global Self-Service: Build
Transformation: Yes, It’s a Community, Thrill
Possible! Customers, and Drive Down
Service Costs
IT Executives Service
Using the Cloud Delivery Show Me the Money!
Factory to Improve Business Driving Revenue from
Performance Your Contact Center
IT Executives Executive Insight
IT Management from the The Next Step in Customer
Cloud Care – Customer
Collaboration
IT Executives Sales
Mobile Round Table: Success Close It In The Cloud!™
Stories from the Trenches with DocuSign Electronic
Signatures
Esplanade 303
Beginning Developers
One Force.com Platform:
Two Tools for Developing
Applications
Beginning Developers
Constructing the Database
for Your Applications
Beginning Developers
Getting Started with
Workflows and Approvals
Advanced Developers
Ready to Ride the
Google Wave?
North 131
Marketing
Capture Customer Insights
Through Community
Discussions
Marketing
The Secrets to Email
Marketing Success:
Marketing Panel
Marketing
Getting Started with Reports
and Dashboards
Marketing
Online Community Powered
by Salesforce.com
Esplanade 305
Advanced Developers
Building Force.com Apps
with Adobe Flex/AIR
Advanced Developers
Best Practices for Force.com
(Apex) Code: Lessons from
the Trenches
Advanced Developers
Designing Your Apps for
Commercial Success
North 132
Sales
Salesforce CRM Admin
Excellence: Setting Up
Salesforce CRM for Sales
Success
Sales
Your Enterprise Data Strategy
IT Executives
Cloud-Based E-commerce
Sales
Increase Your User Adoption:
Three Success Stories
Breakout Session Schedule
Thursday, November 19
Esplanade 307 Esplanade 309 South 102 South 103 South104
IT Executives Service Service Nonprofits & Public Sector
Running IT in the Cloud Hands-On: Knockin’ Hands-On: Building Reports Hands-On: Getting the Most
Knowledge out of the Park to Analyze Out of the Salesforce CRM
Agent Productivity for Nonprofits Starter Pack
IT Executives Backstage Pass Sales Service Beginning Developers
Security in the Cloud: Behind the Scenes: Hands-On: Automate Hands-On: Building Hands-On: Introduction to
Protecting Your Business Salesforce.com Chief Business Processes with Dashboards to Drive Force.com Sites
with the Cloud Technology Officer on Cloud Approval Workflow Agent Productivity
Architecture
IT Executives Beginning Developers Sales Service Beginning Developers
Bring Your Application Securing Your Data and Hands-On: Mobilize Your Hands-On: Knockin’ Hands-On: Introduction
Projects to Life: Release Applications Field Sales Organization Knowledge out of the Park to Programmable User
Management with Interfaces
Force.com
IT Executives Beginning Developers Marketing Administrators Channels
CIO Roundtable Basic Integration on Hands-On: Building an Hands-On: Preserving Data Hands-On: Enabling
Force.com: Web Services Automated Drip Campaign Quality with Data Validation Your Sales Channel with
and More and Formulas Salesforce CRM for Partners
North 133 North 134 West Mezzanine 250 West Mezzanine 254 West Mezzanine 270
Sales Marketing Healthcare & Life Sciences Professional Services Manufacturing & Retail
Product Road Map: Sneak How Salesforce.com No More Paper: Increase Run Your Professional Manufacturing Custom
Peek into the Future Uses Salesforce CRM for Profit and Innovation by Services Business in the Clouds: Innovative
Marketing Excellence Moving Processes to Cloud, Part I Force.com Applications
the Cloud for Manufacturing
Sales Marketing Marketing Large Enterprises Executive Insight
Secrets of the Big Guns: Sales Setting Your Social Strategic Marketing Single Org or Multi: What's Building and Managing a
Leadership Panel Media Strategy Automation: Understanding Right for My Deployment? Sustainable Cloud Service
and Managing B2B
Buyer Dialogues
Sales Marketing IT Executives Nonprofits & Public Sector Service
Introducing Real-Time Keeping Sales on Message Building Your Global Cloud Native Functionality: If You’re Develop in the Cloud for
Quotes to Salesforce CRM with an Integrated Strategy for Competitive Not Using It, You’re Losing It Mobile Field Teams
Content Library Breakthroughs
Service Marketing Financial Services Nonprofits & Public Sector Media & Communications
Why Collaboration Between Build Custom Landing Pages Cloud Innovation: Build Donor and Member Rethinking Customer
Sales and Service Is Imperative with Force.com Sites Custom Insurance Management 2.0 Service in the Media &
in Today’s Economy Applications 5X Faster Communications Industry
at Half the Cost
 Thursday, November 19
notes
daily highlights
Thursday, November 19

Breakfast
7:30.–9:00 a.m.

general session
9:00–11:00 a.m.
South Hall C

BIRDS OF A FEATHER ROUNDTABLE LUNCH BY VERTICAL

12:30–1:30 p.m.
North Hall D

SPECIAL general session with colin powell

4:15–5:45 p.m.
South Hall C

cloud club crawl

9:00 p.m.–2:00 a.m.
Temple Nightclub, 540 Howard Street

The Cloud Expo is open from 7:30–9:00 a.m.

and 11:00 a.m.–4:15 p.m.

Find the sessions you want

with these color codes:

10

Esplanade 300
Sales
9:00–10: 00 a.m.
Sales Process Excellence:
New Levels of Productivity
and Effectiveness
Sales
10:15–11:15 a.m.
Sales 2.0: Boosting Rep
Productivity with the Best
New Web Technologies
11:30 a.m.–12:30 p.m.
Marketing
Using Twitter Effectively for
Marketing and Sales
North 120
Large Enterprises
9:00–10: 00 a.m.
Electronic Contract
Execution with Apttus &
DocuSign for Salesforce
Media & Communications
10:15–11:15 a.m.
Energizing Your Deployment
with Integration
11:30 a.m.–12:30 p.m.
Media & Communications
Custom Cloud Apps for the
Media & Communications
Industry
Breakout Session Schedule
Friday, November 20
Esplanade 304 Esplanade 306 Esplanade 308 Esplanade 310 Force.com Theatre Esplanade 303 Esplanade 305 Esplanade 307 Esplanade 309 South 102 South 103 South104
Administrators Administrators Admin to App Builder Channels Backstage Pass Beginning Developers Advanced Developers IT Executives Partner Success Administrators Service Advanced Developers
Certification Station: Free Unlock Your Data with Spice Up Your Apps with Transforming Vision into Behind the Scenes at Force.com Code for Building Facebook Apps on 7 Steps to a Successful Salesforce.com’s Product Hands-On: Advanced Hands-On: Get Your Service Hands-On: Combining
Certification Prep Advanced Analytics Logic and Custom User Reality: Make the Most of Salesforce.com: Delivering Business Logic, Triggers, and the Force.com Platform Enterprise Architecture with Vision: A Sneak Peek for Reports You Can Count On Cloud Ideas Up and Running Force.com with the Adobe
Interfaces Your Partner Deployment 3 Major Releases a Year Controllers the Cloud Commercial Partners in 60 Minutes Flash Platform
Administrators Administrators Administrators Administrators Admin to App Builder Beginning Developers Advanced Developers IT Executives Partner Success Administrators Service Beginning Developers
How Salesforce.com Optimizing Salesforce CRM: Evolution of an Admin Platform Road Map: Turn Spreadsheets into Creating Rich User Mobile CRM and Beyond: IT Success with Agile From the Front Line: Hands-On: What's New in Hands-On: Launch Your Hands-On: Creating Wizards
Manages CRM and Consultant for a Day Administrator Tools of Custom Apps Experiences Using Building Mobile Apps on Development Processes Secrets to Success from Top Winter '10? Customer Portal in 60 Minutes with Programmable User
Platform Change the Future Google Visualizations Force.com Consulting Partners Interfaces
and Adobe Flex
Administrators Administrators Channels Beginning Developers Advanced Developers IT Executives Backstage Pass Administrators Channels Beginning Developers
Ready, Set, Go: Analytics Road Map How Salesforce.com Uses How to Write Good Unit Architecting in the Cloud: Integrate Force.com with the Meet the Force.com Platform Hands-On: Have It Your Hands-On: Connect with Hands-On: Introduction to
Implementation Best Practices Salesforce CRM for Partners Tests in Force.com Code Choosing the Right Rest of Your Environment: Development Team Way—Customize Your Org Your Partners Using Programmable User Interfaces
Technologies for Integration Best Practices to Fit Your Business Salesforce to Salesforce
Your Solution
North 121/122 North 123 North 124 North 125 North 130 North 131 North 132 North 133 North 134 West Mezzanine 250 West Mezzanine 254 West Mezzanine v270
Service Service Manufacturing & Retail Financial Service Service Marketing Sales Sales Sales Financial Service Nonprofits & Public Sector High Tech
One Year Later: The Benefits The Service Cloud for a The World Is Flat: Managing Best Practices from the What’s Cooking in the Moving Beyond Standard Delivering Business There’s an App for That! How Bridging the Gap: VP Sales Quickly Deploy Web 2.0 Sites Providing Transparency and Salesforce for Semiconductors:
of Go-Live—What I Only Smaller Company: Where Your Manufacturing Business Buy Side Service Desk Reports and Dashboards Insight with Reports and Sales Execs Boost Sales with and VP Marketing and Portals for Customers Measuring Your Impact Optimizing Design Wins and
Wish I Knew Do I Start? Across Multiple Sites Dashboards (REPEAT) the AppExchange and Partners Maximizing Throughput
!
Service Small Business Financial Service Professional Services Service Marketing Sales Sales Sales High Tech Nonprofits & Public Sector Healthcare & Life Sciences
Tips and Tricks: Thinking Big: How Smart The Producer Revolution: Beyond Sales: The Custom The Top 10 Critical Service Cleaner Data, Higher Sales Reporting Excellence: Sales Management Managing Direct and Got KCS? Delivering a So Many Apps, So Little Time Managing by the Metrics:
Getting Started with SMBs are Beating Enterprises How Insurance Cloud for Professional Metrics You Need to Know Adoption, Better Leads How Salesforce.com Uses Excellence: Being More Than Indirect Sales Seamlessly Knowledge-Centered Moving Your Organization
the Service Cloud Intermediaries Leverage Services Analytics to Increase Sales a Control Freak Support Model for High-Tech from Art to Science
the Cloud Customers
Service Healthcare & Life Sciences Manufacturing & Retail Professional Services Service Marketing Sales Sales Marketing Nonprofits & Public Sector
The Service Cloud Road Map: The Doctor Will See You Secrets for Building Small Firms, Big Clients: How Salesforce.com Uses the Your Web Site: Mastering Listen & Steal: Successful Product Road Map: Sneak How Salesforce.com Uses Taking Education to a
What’s Next? (Session 2) Now: Maximizing Influence Brand Loyalty with Cloud Salesforce CRM As Your Service Cloud: Reinventing Your Domain Mobile Customers from a Peek into the Future Salesforce CRM for Marketing Higher Level
with Physicians Computing Competitive Advantage Self-Service Range of Industries Share Tips (REPEAT) Excellence (REPEAT)
 Friday, November 20
notes
daily highlights
Friday, November 20

Breakfast
7:30–9:00 a.m.

The Cloud Expo is open from 7:30–11:30 a.m.

Find THe sessions you want

with these color codes:

See you next year!

Save the date for Dreamforce 2010
December 6–9, 2010

12
learn Keynotes and breakout sessions

Brace yourself: Only Dreamforce packs so much inspiration and education

into a single conference. From expert-led sessions to visionary keynotes,
the learning experiences at Dreamforce spark new ideas and solutions—
and fire you up to tackle them all.

You’ll walk away with the motivation and knowledge you need to achieve
new levels of innovation—for you and your business.

The interactive learning

opportunities at Dreamforce
are unbeatable.
—Steve Maloney
Director of Sales, Commercial Channel
Belkin Corporation
 learn:
keynotes
Real-Time Cloud: Join the Conversation
Wednesday, November 18
9:00–11:00 a.m.
South Hall C

Business moves at the speed of the Web. But traditional business software can’t keep pace in a world when you’re only one missed message
away from being out of the loop. Everyone in your business network is communicating in real time. Isn’t it time you joined the conversation?
And how do you manage that conversation and put it to work for your business? Join Chairman and CEO Marc Benioff for salesforce.com’s
vision of a whole new way to work, connect, and collaborate in real time.

The Force.com Cloud Platform: Your Business at Cloud Scale

Thursday, November 19
9:00–11:00 a.m.
South Hall C

The Force.com cloud platform is the fastest way to build apps in the cloud. In fact, it’s five times faster and half the cost of traditional
platforms. But what about scale? How far can you go when you build apps in the cloud? Join Chairman and CEO Marc Benioff for new
platform and infrastructure innovations that will change the way you think about the possibilities of platforms as a service.

Leadership in the New Era of Collaboration

Thursday, November 19
4:15–5:45 p.m.
South Hall C

General Colin L. Powell, USA (Ret.) takes the stage for an encore appearance at Dreamforce. Join him as he discusses the challenges to
leadership we all face in the new era of real-time collaboration. Discover how to apply his principles of leadership to make a difference
in your world.

14 The Cloud-Computing Event of the Year

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confusion. If you're contemplating cloud computing as a way to cut costs, promote innovation or
upgrade your infrastructure, look to Appirio—a pioneering Cloud Solution Provider who has
helped thousands make it through the maze.

To learn how Appirio can help you make the most of Salesforce CRM and Force.com, visit
www.appirio.com or our CIO blog at www.appirio.com/blog.

© 2009 Appirio Inc. All rights reserved.

Visit Us
At Booth

#609
Cloud Computing Services
for Your Enterprise
Custom Development on
the Force.com Platform Some areas of expertise...

Global Deployments / Force.com Custom Contact

Sites & Portals Development Centers
Enterprise Implementations
Cloud Strategy Services Life Sciences Mobile for
& Healthcare Salesforce
Cloud Accelerators

www.modelmetrics.com
 learn:
tracks &
sessions
Looking to get the most out of your cloud-computing investment? We’ve got more than 300 sessions to help you learn more about
salesforce.com—everything from increasing sales, to holding onto your customers, to building your own applications. And they’re all
organized to help you quickly find what’s relevant to your role or your industry.

Today, it’s more important than ever to
win every deal and keep every customer.
Whenever you see the Sales Cloud image,
you’ll know this session will help you boost
sales rep productivity, improve sales cycles,
and increase win rates.
The Service Cloud is the next generation
of customer service applications from
salesforce.com. These sessions will teach you
how to drive up customer satisfaction, keep
your service costs down, and better connect
with your customers on the Web.
Ever wish all business apps could be as easy
to use as the Sales Cloud and the Service
Cloud? In Custom Cloud sessions, you’ll
learn how to use the Force.com platform to
customize your CRM apps, create extended
functionality, or even build your own cloud
applications.

With so much to choose from, you’re sure to find something right up your alley...but don’t be afraid to pop into something new or different
and join the conversation!

18 The Cloud-Computing Event of the Year


Sales
Track Description: Want to ensure you’re getting the most from
salesforce.com, boosting productivity, and achieving true sales
excellence? Whether you’re a sales executive or in sales operations,
this track features mind-blowing ideas that deliver real results.
See demonstrations of what other customers are doing, hear
from top-level executives, and pick up the latest news about
product direction. Plus, we have experts from both the business
and product perspectives who can give you the information and
inspiration you need to succeed with the Sales Cloud.
Key Take-aways: Interact with salesforce.com product experts,
business executives, and customers to hear best practices for
achieving sales success. Learn how they use the Sales Cloud
for better pipeline management, process management, and
team collaboration. Looking for operational help? We also
have unique tips and tricks for dashboards, analytics, workflow,
and forecasting. Expand your contact list as you network with
customers and colleagues to share ideas, answer questions, and
talk business.
Wednesday, November 18
11:45 a.m. – 12:45 p.m. North 124
Accelerate and Streamline Sales Incentive Rollout and
Management on Force.com
Level: All
Learn how you can integrate CRM, incentive compensation
management, and sales operations by using Force.com and
the AppExchange. In this session, you’ll hear how Brocade, an
industry leader in data center networking solutions and services,
has done just that using solutions from Callidus. Plus, the
company has better aligned its incentive programs to corporate
objectives—resulting in increased business agility.
Speakers: Laura Provenza, Brocade Communications Systems Inc.;
Leslie Stretch, Callidus Software Inc.
Learn
Tracks & Sessions | Sales
11:45 a.m. – 12:45 p.m. North 132
Arming Reps to Win: Introduction to the Integrated
Content Library
Level: Beginner
Are you overwhelmed with all the sales and product
documentation thrown at you? Do you feel as though you can’t
keep up with what info is most relevant and current? Then join
this session to learn how to bring the right information directly
to your sales reps and partners. You’ll take home applicable tips
for pushing the right up-to-date content to the right folks—right
when they need it.
Speakers: Jeff Davidson, GTSI Corp.; Grace Lawrence, Idearc
Media LLC; Michael Chyzowych, Mars Chocolate
11:45 a.m. – 12:45 p.m. South 104
Hands-On: Managing Opportunities with Workflow
Level: Intermediate
Automate the business processes that are common for your
organization with workflow. Join us and learn how to configure
workflow rules, and then set up the actions associated with those
rules, including automated tasks, field updates, and email alerts.
11:45 a.m. – 12:45 p.m. North 133
Hear Gartner’s Seven Secrets of Sales Success
Level: All
Do you want to get even more out of your sales force automation
system? Learn about a framework for creating a highly
effective SFA system from Robert Desisto, vice president and
distinguished analyst with Gartner and author of “The Top Seven
Features Salespeople Want in Their SFA Systems.” You’ll gain
valuable insight on how and where your peers are focusing their
efforts to maximize their sales success.
Speaker: Robert DeSisto, Gartner, Inc.
19
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Tracks & Sessions | Sales
Wednesday, November 18 (continued)
11:45 a.m. – 12:45 p.m. North 121/122
Inside Sales Call Scripting Using Adobe Flex
Level: Intermediate
Aetna Medicare uses Salesforce CRM for lead management
and Medicare enrollment. Inside sales reps use a script to guide
prospect enrollments over the phone. After researching options,
Aetna chose Adobe Flex to build the call guides. Flex enables
rapid development of a custom UI and seamless integration with
Salesforce CRM using the available toolkit.
Speakers: Michael Cohen, Aetna; Doug Hoover, Deloitte
11:45 a.m. – 12:45 p.m. North 125
Sales Forecasting: New Ways to Forecast Your Existing and
New Business
Level: All
Would you like to improve your sales forecast to include your
run-rate and existing business? Do you need to forecast units?
Price or revenue over time? Multiple plans? Account-based
forecasting? You need more than opportunity management. In
this session, you will learn how salesforce.com customers are
using Right90 to obtain a sales forecast that helps close more
business, reduce delivery times and inventories, drive profitability
and get promoted from VP of sales to president!
Speakers: Brian Fitzgerald, QuickLogic Corporation; Southard
Jones, Right90; Brian Hartman, Trimble Mobile Resource
Management
2:15 p.m. – 3:15 p.m. North 133
Delivering Business Insight with Reports and Dashboards
Note: This session is also offered on Friday at 9:00 a.m.
Level: Intermediate
Dashboards can be the most powerful tool to help you run
your sales organization. Join this session to find out how
sales executives use dashboards to drive excellence in their
organizations. We’ll walk through the finer points of dashboard
creation and share firsthand insights on how to create and deploy
dashboards for use in your organization.
Speakers: Rick Gary, Carestream Health, Inc.; Kevin Sciolino,
salesforce.com
20 The Cloud-Computing Event of the Year
2:15 p.m. – 3:15 p.m. North 132
How Salesforce.com Manages and Measures Sales
Productivity Programs
Level: Intermediate
Join this session to learn how salesforce.com defines, executes,
and measures its sales productivity programs around the world.
Listen to salesforce.com executives explain how we run our sales
organization. We’ll show you how we measure productivity, and
we’ll demo the tools our sales teams use on a daily basis.
Speakers: Elay Cohen, salesforce.com; Stephanie Gilmour,
salesforce.com; Deborah Scherba, salesforce.com
2:15 p.m. – 3:15 p.m. North 120
Measuring Your Organization’s Sales Intelligence: Getting
More with Less
Level: All
Understanding what’s working and what isn’t is an important
step to avoid wasting resources and time on sales intelligence
endeavors that yield negligible returns. “Sales intelligence” refers
to the sources of information a company can collect and use to
improve the performance of a sales organization and enrich leads
in the sales pipeline. Join us to hear infoUsa’s best practices for
capturing popular integrated sales solutions.
Speakers: Brook Hoy, infoUSA; Bridget Kelly, infoUSA;
Tom McSweeney, infoUSA
2:15 p.m. – 3:15 p.m. North 123
Sell More, Sell Faster with Integrated On-Demand Sales
Quoting Tools
Level: All
Sales reps and channel partners should spend their time
engaging customers and capturing revenue opportunities.
Instead, they typically spend too much time manually creating
quotes, proposals, and orders, feeding incomplete and inaccurate
information into company systems. The answer is to deploy
on-demand quoting solutions that streamline the sales process
and fully integrate with CRM. Hear from companies that have
created powerful, Web-based selling engines, enabling their
sales teams to sell more and sell faster—all using tools from
BigMachines.
Speaker: Godard Abel, BigMachines Inc.; Hendrick Fischer, Bowe
Bell & Howell Company

3:30 p.m. – 4:30 p.m. West Mezzanine 270
Automatic Harmony: Empower Sales & Marketing with
Webinar Data
Level: All
What good are marketing campaigns, Webinars, and online sales
demos if registration and attendance data don’t help sales increase
pipeline and decrease the sales cycle? Learn how to automate
data capture from your Web conferencing system. Then join iLinc
to learn how to automate lead warming and better qualify leads
from virtual events.
Speakers: Frank Gartland, iLinc Communications, Inc.; Jason
Walker, iLinc Communications, Inc.; Mark Silber, Qualcomm, Inc.
3:30 p.m. – 4:30 p.m. North 125
Configuration & Pricing: A Quoting App and a Critical Part
of Business Process
Level: Intermediate
Find out why Gartner says configuration is one of six critical
areas of a successful CRM process. Steve Paszkiewicz of Risk
Management Solutions will address how the implementation of
a quoting/configuration application has contributed to dramatic
improvements in a variety of areas such as contract management
and order fulfillment. Then interact with a panel from three
companies that have successfully implemented configuration
applications. You’ll leave this session with detailed information
on project requirements, vendor evaluation, gaining executive
support, business case and ROI summaries, implementation
plans, and maintaining/growing the application after the
initial release.
Speakers: James Wilhoit, Bell Helicopter; Vinaya Nooguru,
Commvault Systems; Steve Paszkiewicz, Risk Management
Solutions Inc.
3:30 p.m. – 4:30 p.m. South 102
Hands-On: Building Reports to Analyze Revenue
Level: Beginner
In the fast-paced world of sales, it’s often hard to stop and analyze
results. Learn how to use the real-time reporting capabilities in
Salesforce CRM to analyze your sales organization’s results. This
hands-on training focuses on valuable best practices for creating
high-impact reports for your sales team and organization.
Learn
Tracks & Sessions | Sales
3:30 p.m. – 4:30 p.m. North 134
How Salesforce.com Uses Salesforce CRM for
Pipeline Management
Level: All
Want to get some new ideas for running your sales organization
in the current economic climate? Join us to learn how
salesforce.com’s sales and operations executives forecast and
manage our pipeline using Salesforce CRM. Take home some
new approaches you can implement for immediate impact.
Speakers: Dan Dal Degan, salesforce.com; Robert Zimmermann,
salesforce.com
3:30 p.m. – 4:30 p.m. West Mezzanine 254
How to Tap into Social Media to Drive Sales Results
Level: All
You can harness social intelligence natively within Salesforce
CRM to increase your sales productivity and accelerate sales
cycles. Learn how successful sales leaders from innovative cloud-
computing companies such as IntraLinks and SuccessFactors are
bringing social selling into their sales organizations to improve
prospecting effectiveness and close rates—all with solutions from
InsideView.
Speakers: Umberto Milletti, InsideView; Phil Rowlinson,
IntraLinks, Inc.; Alex Saleh, SuccessFactors, Inc.
3:30 p.m. – 4:30 p.m. North 133
Ready to Rock Your Productivity? Meet the New
Salesforce CRM for Outlook
Level: All
Join us to learn about the seamless integration of Salesforce
CRM and Microsoft Outlook—a powerful new productivity
tool—and hear from a customer that’s including Outlook
integration as a cornerstone of its strategy for success. This
solution replaces our existing Force.com connect for Outlook
solution.
Speakers: Sean Wedige, Rackspace.;
Blake Markham, salesforce.com
21
 Learn
Tracks & Sessions | Sales
4:45 p.m. – 5:45 p.m. South 102
Hands-On: Building Dashboards to Drive Revenue
Level: Beginner
Ready to boost the effectiveness and impact of your business
metrics? Dashboards are an easy way to increase team and
organizational visibility in critical target areas. This session
includes hands-on training and proven best practices for creating
dashboards your sales team and organization will love.
4:45 p.m. – 5:45 p.m. North 132
Mobile Sales Excellence: Success for the Road Warrior
Level: All
Do you have everything in place to equip your field sales force
for success? This session will show how to make your reps as
successful from the field as they are in the office. Hear about the
latest-and-greatest mobile devices, deployment strategies, and
setup. You’ll walk away knowing how to maximize your use of
Salesforce CRM from anywhere.
Speakers: Alysia Smith, Cars.com; Herman Boyd, DuPont; Steve
Mathews, R R Street & Co; Peter van Stralen, Sunshine Grounds
Care; Ethan Alexander, salesforce.com
4:45 p.m. – 5:45 p.m. North 134
The 7 Deadly Sins of Sales Force Automation
Level: Intermediate
Are you a sinner? We can help you recover. Learn the common
mistakes sales organizations make with salesforce.com—often
without even knowing. Several customers will present real-world
solutions to help you avoid these transgressions and make your
sales organization even more successful. This session can save you
time and money—and it might just save your sanity as well.
Speakers: Heather Logan, Saba Software Inc.; David Gaines, The
Toro Company; Marla Landa, Yelp, Inc.; Micah Joel, salesforce.com
22 The Cloud-Computing Event of the Year
Thursday, November 19
7:30 a.m. – 8:30 a.m. North 133
Product Road Map: Sneak Peek into the Future
Note: This session is also offered on Friday at 11:30 a.m.
Level: All
What’s in store for salesforce.com? Here’s your chance to find
out! This session features insight into salesforce.com’s future Sales
Cloud product plans—directly from salesforce.com’s product
managers. Join us to learn exactly what’s on the product road map
for the next few releases during a session that will focus on the
application and platform features relevant to a sales audience.
Speaker: Mark Abramowitz, salesforce.com
7:30 a.m. – 8:30 a.m. North 132
Salesforce CRM Admin Excellence: Setting Up Salesforce
CRM for Sales Success
Level: Intermediate
Get ready—we’ve got admin best practices galore! Hear
from a panel of experts, including our own Salesforce CRM
administrators and customer success managers. We’ll show
you how we use Salesforce CRM internally to manage our
business, and we’ll pass along the best ideas we’ve seen from other
companies. Get answers to your questions and take home tips
and tricks to improve your deployment.
Speakers: Randy Edgar, salesforce.com; Michael Fullmore,
salesforce.com; Sriram Iyer, salesforce.com; Heather Ramsdell,
salesforce.com; Jenny Truong, salesforce.com
11:30 a.m. – 12:30 p.m. South 102
Hands-On: Automate Business Processes with
Approval Workflow
Level: Intermediate
Welcome to automation central! Learn how to build approval
workflows to automate virtually any business process, 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.

11:30 a.m. – 12:30 p.m. North 133
Secrets of the Big Guns: Sales Leadership Panel
Level: All
Join successful sales leaders for an open discussion on how to
drive top-line growth with Salesforce CRM. You’ll hear from key
executives and thought leaders in the industry, which makes this
session the perfect chance to get answers to any questions you
may have.
Speaker: Robert O’Byrne, CBIZ, Inc.; Dan Conway, SunGard
Public Sector
11:30 a.m. – 12:30 p.m. North 132
Your Enterprise Data Strategy
Level: All
Is the quality of your data affecting your organization’s ability to
execute? Are you hampered by duplicate accounts or incomplete
and inconsistent data? Learn how salesforce.com and others use
simple permission controls, native Salesforce CRM features and
partner applications to manage the complex enterprise
data dilemma.
Speakers: Tacy Parker, Symantec Corporation; William Schwidder,
salesforce.com
1:30 p.m. – 2:30 p.m. South 102
Hands-On: Mobilize Your Field Sales Organization
Level: Intermediate
Learn to deploy Salesforce CRM to wireless handheld
devices using its mobile capabilities. This session covers 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 recommended.
1:30 p.m. – 2:30 p.m. North 133
Introducing Real-Time Quotes to Salesforce CRM
Level: Intermediate
Beginning in the Winter ’10 release, Real-Time Quotes will
be available as a new standard object in Salesforce CRM. This
session provides an overview of Quotes and offers tips for
getting the most out of the application. You’ll learn how to
manage Quotes with workflow, use a custom Force.com page to
create your Quote PDF, leverage integrated electronic signature
Learn
Tracks & Sessions | Sales
technology with smart eSignatures™ from DocuSign®, and
Quote with product bundles using the combined power of
Force.com and BigMachines.
Speakers: Tim Handorf, BigMachines Inc.; Ken Cavallon,
DocuSign; Tyler Ziemann, salesforce.com
1:30 p.m. – 2:30 p.m. North 124
Manage Commissions and Claims with Callidus Commissions
Manager on Force.com
Level: All
Learn how Callidus Commissions Manager—a salesforce.com
Force.com solution—and Plan Communicator help companies
communicate with and motivate sales professionals to deliver on
their targets quarter after quarter. Sales professionals can review
opportunity target earnings and identify accelerators on earnings,
initiate claims for credit and payment on their opportunities, file
disputes, and track the status and amounts of paid and pending
commissions—all as part of their daily opportunity management.
Speakers: Lorna Bennie Heynike, Callidus Software Inc.; Leslie
Stretch, Callidus Software Inc.
2:45 p.m. – 3:45 p.m. North 130
Close It In The Cloud!SM with DocuSign Electronic Signatures
Level: All
Learn how Expedia, LinkedIn, and Yahama have transformed
their businesses by using DocuSign for Salesforce CRM.
Companies have eliminated paper and are sending contracts
for electronic signatures, transforming slow, manual, expensive,
paper-based contract processes into efficient 100% cloud-based
processes. With integrated data management, your people will
never need to rekey data again! Close more deals faster, eliminate
errors, and increase efficiency by closing it in the cloud with
DocuSign for Salesforce CRM.
Speakers: Tom Gonser, DocuSign; Gene Harden, Expedia, Inc.;
Brian Frank, LinkedIn; Mike Machado, Yamaha Corporation of
America
2:45 p.m. – 3:45 p.m. North 132
Increase Your User Adoption: Three Success Stories
Level: Intermediate
The success of your Salesforce CRM initiative depends on people
using and receiving value from the tool you’ve given them. In
addition, the type and size of your organization will significantly
impact your adoption strategy. This customer panel will feature
23
 Learn
Tracks & Sessions | Sales
user perceptions, executive sponsorship, incentives, and effective
training from the perspectives of three different customers. So
whether you’re planning an initial deployment or looking for
ideas to increase adoption, you’ll walk away with best practices
you can apply to your own organization.
Speakers: Matt Williamson, Bronto Software Inc; Daria
Frankiewicz, Dell, Inc.; Dale Gordon, Millipore Corporation
BioScience; Troy Lauer, salesforce.com
2:45 p.m. – 3:45 p.m. Esplanade 304
Make Every Rep Sell Like Your Best Rep
Level: All
Getting into a deal is one thing, but effectively closing it is
something different. How can you make each rep as effective as
your top performers? Hear how companies successfully guide
and control individual sales behavior for maximum success. Take
home tips you can apply to embed sales methodologies and
replicate sales success in your organization.
Speakers: Burke Butler, BMC Software, Inc.; Steve Nugent, Tyco
Fire & Security Plc; John Flanderhijn, TYCO Fire Europe; Brian
Reynolds, salesforce.com
2:45 p.m. – 3:45 p.m. Esplanade 310
The Behavioral Power of Incentives
Level: All
There is an important relationship between behaviors and
incentives. Whatever your strategy to improve your sales
objectives—increased profits, reduced discounts, higher top
line—motivating your people to work in alignment makes
a tremendous difference in how successfully your strategy
plays out. Christopher Cabrera, CEO of Xactly, will highlight
how breaking away from spreadsheets to manage incentive
compensation can help you change the behavior of your sales
teams. Salesforce.com will discuss how using Xactly for incentive
compensation management has changed the behaviors of its sales
teams, resulting in improved business performance.
Speakers: Christopher Cabrera, Xactly Corporation; Marisa
Massie, salesforce.com
24 The Cloud-Computing Event of the Year
Friday, November 20
9:00 a.m. – 10:00 a.m. North 134
Bridging the Gap: VP Sales and VP Marketing
Level: Beginner
In many organizations, it’s the classic divide: sales in one corner
and marketing in another. Join us to hear how companies have
successfully bridged that gap and now benefit from greater
alignment between these two departments. Leave with actionable
ideas on how sales and marketing can better collaborate and
establish mutual transparency for lead generation, campaign
priorities, and success.
Speakers: Matt Stodolnic, SpringSource; Tricia Reilly, Zuora, Inc.;
Gabe Eisner, salesforce.com; Nancy Kamerer, salesforce.com
9:00 a.m. – 10:00 a.m. North 132
Delivering Business Insight with Reports and Dashboards
(REPEAT)
Note: This session is also offered on Wednesday at 2:15 p.m.
Level: Intermediate
Dashboards can be the most powerful tool to help you run
your sales organization. Join this session to find out how
sales executives use dashboards to drive excellence in their
organizations. We’ll walk through the finer points of dashboard
creation and share firsthand insights on how to create and deploy
dashboards for use in your organization.
Speakers: Rick Gary, Carestream Health, Inc.; John Ball,
salesforce.com; Kevin Sciolino, salesforce.com
9:00 a.m. – 10: 00 a.m. Esplanade 300
Sales Process Excellence: New Levels of Productivity
and Effectiveness
Level: Advanced
Want to make your sales processes even better? Join this
session to see and hear real-life examples of how salesforce.com
customers drive excellence in pipeline management, sales team
management, performance measurement, and dashboards. You’ll
make a big impression at home with all the tips, tricks, and best
practices you bring back to make your deployment even better.
Speakers: Jill Gehrhardt, RWD Technologies, LLC; Chris Banks,
Sterling Commerce, Inc.; Neal Beeler, Sterling Commerce, Inc.; Frank
Loiseaux-Purcell, salesforce.com

9:00 a.m. – 10: 00 a.m. North 133
There’s an App for That! How Sales Execs Boost Sales
with the AppExchange
Level: Intermediate
Get even more value out of Salesforce CRM with hundreds
of apps from the AppExchange! Hear how this panel of sales
executives use solutions from the AppExchange to monitor their
teams’ progress, eliminate manual processes, and close business
quickly. You’ll walk away with real-world learnings and a list of
top sales apps (both free and fee-based) that you can easily deploy
with just a few clicks.
Speakers: Jeff Grosse, Blue Cross and Blue Shield of MN; John
McGuigan, Fiberlink Communications Corp.; Jim Malloy, Miyachi
Unitek Corporation; Brian Vass, Sant Corporation
10:15 a.m. – 11:15 a.m. North 134
Managing Direct and Indirect Sales Seamlessly
Level: All
Want to make your channel a true part of your sales force? Have
we got some ideas for you! Join us to hear from companies that
have successfully integrated their indirect channels with their
direct sales. Take home knowledge you can apply to quickly
ramp-up partners and get complete visibility across all sales
channels.
Speakers: Jane Goh, Imperva Ltd.; Mike Thomas, Pitney Bowes
Business Insight; Ryan Davis, salesforce.com
10:15 a.m. – 11:15 a.m. Esplanade 300
Sales 2.0: Boosting Rep Productivity with the Best
New Web Technologies
Level: All
Do you wish you had a crystal ball so you could see how
companies will sell successfully next year—or in 5 years? Then
join us for a peek at the future of corporate sales and learn how
salesforce.com can help you prepare for that brave new world.
This lively session includes demos of Salesforce CRM and
Genius, Jigsaw, Radian6, and Ribbit. Don’t miss it!
Speakers: Scott Mersy, Genius.com, Inc.; Bob Memmer, Jigsaw;
Chris Ramsey, Radian6 Technologies, Inc.; Greg Goldfarb, Ribbit
Learn
Tracks & Sessions | Sales
10:15 a.m. – 11:15 a.m. North 133
Sales Management Excellence: Being More Than a
Control Freak
Level: Intermediate
Join this session to hear how successful companies have made
Salesforce CRM part of the everyday life of a sales manager.
You’ll learn that the real benefits go way beyond monitoring
and controlling sales reps. Take home some applicable tips for
empowering sales managers to be more effective and more
successful.
Speakers: Jim Rae, Compuware Corporation; Jim Duster, NetQoS
Inc.; Scott Sherwood, NetQoS Inc.; Scott Williams, salesforce.com
10:15 a.m. – 11:15 a.m. North 132
Sales Reporting Excellence: How Salesforce.com Uses
Analytics to Increase Sales
Level: Intermediate
Ready to boost the effectiveness and impact of your business
metrics? We’ll show you how we use Salesforce CRM analytics
internally to manage our business and drive sales effectiveness.
Join this session to see how salesforce.com sales executives
use dashboards and reports to create excellence in their
organizations. You’re sure to leave with tips and tools to wow
your organization!
Speaker: Marko Koosel, salesforce.com, Leo Tenenblat,
salesforce.com
11:30 a.m. – 12:30 p.m. North 132
Listen & Steal: Successful Mobile Customers from a
Range of Industries Share Tips
Level: All
Listen to successful customers share stories about how they
leveraged Salesforce CRM’s mobile capability to meet field
sales challenges in industries such as pharmaceuticals, financial
services, and consumer packaged goods.
Speakers: Mike D’Adamo, HD Supply Facilities Maintenance;
Richard Purdy, Kaiser Foundation Health Plan Inc.; Dora
Abbatine, Liberty Mutual Insurance Company; Andrea Rissler,
Liberty Mutual Insurance Company; Kevin Buttrey, Shaw
Industries Group, Inc.; Ethan Alexander, salesforce.com
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Tracks & Sessions | Sales / Service
TIP: Attend the Wednesday
Birds-of-a-Feather Lunch by Role
North Hall D, 12:45–2:15 p.m.
11:30 a.m. – 12:30 p.m. North 133
Product Road Map: Sneak Peek into the Future (REPEAT)
Note: This session is also offered on Thursday at 7:30 a.m.
Level: All
What’s in store for salesforce.com? Here’s your chance to find
out! This session features insight into salesforce.com’s future Sales
Cloud product plans—directly from salesforce.com’s product
managers. Join us to learn exactly what’s on the product road map
for the next few releases during a session that will focus on the
application and platform features relevant to a sales audience.
Speaker: William Moxley, salesforce.com
Related Sessions by Track
This session will help you get everyone on the same page and
boost your bottom line.
Why Collaboration Between Sales and Service Is Imperative in
Today’s Economy
Track: Service Thursday, November 19
26 The Cloud-Computing Event of the Year
Service
Track Description: If you’re a service and support executive,
customer service manager, or a sales professional who wants to
learn how salesforce.com can help you delight your customers,
this is the track for you. Learn how the Service Cloud can
help you join customer conversations everywhere—from your
contact center, to your self-service Web site, to social networks
like Facebook and Twitter. Hear from Salesforce CRM experts,
industry gurus, and companies of all sizes who are successfully
driving up customer satisfaction while reducing costs using the
power of cloud computing.
Key Take-aways: The Service Cloud track will help you learn
new technology and techniques for driving down customer
service costs—and driving up customer satisfaction. Develop best
practices for keeping your customer service employees productive
and happy, and learn how to connect with your customers in new
and emerging social media channels. You’ll even get hands-on
support and education on the latest and greatest Service Cloud
technology so you can get the most from your investment.
Service track brought to you by
Redefine the Customer Experience with
Cisco and salesforce.com
Wednesday, November 18
11:45 a.m. – 12:45 p.m. Esplanade 307
Extreme Makeover—Customer Care
Level: All
From Twitter to self-service customer portals, transforming the
customer experience is this year’s hot topic. But are organizations
achieving true customer satisfaction? Join Bluewolf and two
enterprise organizations that underwent an extreme makeover of
their customer care processes and technology. Learn innovative
strategies that are transforming call centers and turning

customers into evangelists! This don’t-miss session features the
steps and decision process these organizations used to provide
total customer care.
Speakers: Joe Harris, Beazer Homes; Niyati Desai, Bluewolf;
Dave Deasy, MarketTools Inc.; David Post, Sunquest Information
Systems Inc.
11:45 a.m. – 12:45 p.m. North 134
The Future of the Customer-Centric Web and the Role of the
Service Cloud
Level: All
Join us as we kick off the Service Cloud track with a vision of
the future of customer service. In this session, Michael Maoz,
research vice president with analyst firm Gartner, author of the
Gartner Contact Center Magic Quadrant, and a proven industry
thought leader for customer service and customer-centric web
strategies, will discuss the challenges and trends in delivering
customer service in today’s economy.
Speakers: Michael Maoz, Gartner, Inc.; Alexandre Dayon,
salesforce.com
2:15 p.m. – 3:15 p.m. North 130
Complex Integrations in Your Contact Center
Level: Advanced
Service excellence depends on bringing together your existing
IT investments (things like CTI and mission-critical business
applications) to create one unified agent experience. In this
session, we’ll walk you through a live demo using Force.com code
(Apex) and Force.com pages (Visualforce) to create a unified
agent desktop, followed by some real-life customer examples.
2:15 p.m. – 3:15 p.m. North 121/122
Join the Social Conversation
Level: All
Tweet, tweet. Who’s making all the noise? Your customers
are, everyday, in social forums like Twitter and Facebook. Join
the conversation and let your agents respond in real time with
customers in the cloud. After all, your brand deserves it. We’ll
show you how with a live demonstration and a presentation from
thought leading companies using social media to connect with
their customers.
Speaker: Mark DiMaurizio, Comcast-Spectacor
Learn
Tracks & Sessions | Service
3:30 p.m. – 4:30 p.m. North 130
Force.com Sites for the Service Cloud
Level: All
Find out how you can take advantage of salesforce.com’s hottest
new technology, Force.com sites, to expose critical support
information like cases, solutions, and content—and instantly
let your customers become part of your community. Hear how
salesforce.com customers are taking advantage of the Service
Cloud’s public portal, knowledge base, and Web-to-case features
and see live sites in action.
Speakers: Chris Ladd, Crocs, Inc.; John McCarvel, Crocs, Inc.;
Douglas Porter, salesforce.com
3:30 p.m. – 4:30 p.m. South 103
Hands-On: An Introduction to Managing Support in
the Cloud
Level: Beginner
Attend this quick-start session to get your Service Cloud off
the ground. Learn how to use cases, suggested solutions, email
templates, and the console to help increase agent productivity.
Plus, see how you can use dashboards and reports to track key
metrics, so your support reports can stay in tune with your
business.
3:30 p.m. – 4:30 p.m. North 121/122
Maximizing Agent Productivity: It’s a Game Changer for
Today’s Business
Level: Beginner
In today’s business climate, agent productivity is essential! Join
this session to hear how other customers are using features like
the agent console, CTI, email templates, and salesforce.com’s
knowledge base to change the game for their agents with the
tools they need to succeed.
Speakers: Chris Spear, Extra Space Storage Inc.; Kevin Embree,
HomeAway.com; Jim Kozej, Ventyx
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4:45 p.m. – 5:45 p.m. South 103
Hands-On: Automating Your Service Cloud
Level: Intermediate
Learn advanced techniques for your Service Cloud
implementation, so you can achieve the highest levels of customer
satisfaction. Get hands-on experience with email templates,
assignment rules, and escalation rules to process and monitor the
lifecycle of cases.
4:45 p.m. – 5:45 p.m. North 130
How Salesforce.com Uses the Service Cloud: Global
Customer Service
Level: All
Get a behind-the-scenes look at salesforce.com’s global customer
service organization. In this session, we’ll demonstrate how
salesforce.com has used the Service Cloud to create a virtual
contact center with agents across five continents. Join our support
team as they share the Service Cloud best practices they use to
deliver customer success.
Speakers: Krista Anderson, salesforce.com; Laurie Jacobson Jones,
salesforce.com
4:45 p.m. – 5:45 p.m. North 121/122
Knowledge: It’s the Heart of the Service Cloud
Level: All
Want to be the smartest person in the room? Now you can,
with the hottest knowledge base around. Harness knowledge
across every channel, and deliver the right answers anywhere and
everywhere your customers want to do business. In this session,
you’ll be among the first to see Salesforce CRM’s newly released
knowledge base!
28 The Cloud-Computing Event of the Year
Thursday, November 19
7:30 a.m. – 8:30 a.m. South 103
Hands-On: Building Reports to Analyze Agent Productivity
Level: Beginner
Looking to make your call center more efficient while also
achieving the highest levels of customer satisfaction? Reports
are an easy way to gain visibility into critical target areas. In this
session, you’ll get hands-on practice building reports to measure
key metrics for agent productivity.
7:30 a.m. – 8:30 a.m. South 102
Hands-On: Knockin’ Knowledge out of the Park
Note: This session is also offered on Thursday at 1:30 p.m.
Level: Intermediate
Knowledge is the foundation of all support channels. In this
hands-on training session, you’ll learn how to take advantage of
all the latest Salesforce CRM knowledge base features to improve
your organization from the ground up.
7:30 a.m. – 8:30 a.m. North 130
Self-Service: Build a Community, Thrill Customers, and Drive
Down Service Costs
Level: Intermediate
With the right online experience, everyone wins. Customers get
real-time answers to their problems while you reduce your call
volume. This fascinating session will showcase implementations
of Salesforce CRM’s customer portal, ideas community, and
knowledge base. Learn how you can make self-service a
destination, and watch loyalty go up while your service costs
go down.
Speaker: Leslie Kleitman, BigMachines Inc.; Bob Oelschlager,
Perceptive Software, Inc.
7:30 a.m. – 8:30 a.m. North 121/122
The Service Cloud Road Map: What’s Next?
Note: This session is also offered on Friday at 11:30 a.m.
Level: All
Come hear our product management team outline what’s
planned for upcoming releases of the Service Cloud. Get the
insider’s view on cutting-edge features, so you can plan ways to
make your contact center the hottest game in town.
Speaker: Larry Robinson, salesforce.com, inc.

11:30 a.m. – 12:30 p.m. South 103
Hands-On: Building Dashboards to Drive Agent Productivity
Level: Beginner
Boost the effectiveness and impact of your critical business
metrics. Learn to accurately measure and communicate how your
agents are doing by creating dashboards. This hands-on training
session offers practice in building dashboards to gain visibility
into critical target areas and communicate key metrics for agent
productivity.
11:30 a.m. – 12:30 p.m. North 121/122
Insight into Action: Optimize Service in Real Time for
Winning Results
Level: Intermediate
How important is customer service to brand impression and
loyalty for your business? The answer is absolutely critical, with
85% of all customers basing customer loyalty on their agent
interactions and 63% considering taking their business elsewhere
after a single bad customer service experience. Come learn how
companies are leveraging real-time analytics in the Service Cloud
to understand their customers and take actionable insight that
impacts their entire business.
Speakers: David Corken, Cars.com; Vala Afshar, Enterasys
Networks Inc.
11:30 a.m. – 12:30 p.m. North 130
Show Me the Money! Driving Revenue from Your
Contact Center
Level: All
Is your telesales organization leaving money on the table? Are
your frontline support agents missing golden opportunities to
cross-sell and up-sell your customers? In this session, your peers
will discuss the best practices they’re using in their contact centers
to make dollars seemingly drop from the clouds.
Speakers: Steve Smith, Saveology.com; Matt Hagey,
TransUnion LLC
1:30 p.m. – 2:30 p.m. West Mezzanine 270
Develop in the Cloud for Mobile Field Teams
Level: All
Develop, deliver, and deploy mobile applications for sales, service,
and maintenance staff to rapidly improve productivity and take
advantage of every revenue-generating opportunity. Help mobile
Learn
Tracks & Sessions | Service
teams access real-time business intelligence so they can focus
on their customers, not their CRM app or connectivity. Learn
about advances in mobile technology plus the best apps from the
Motorola Cloud that increase mobile productivity.
Speakers: John Eberly, IBM; John Pomerleau, Motorola Inc.;
Shaun McInerney, Precisio Business Solutions; Dean Sanders,
Zebra Technologies Corp.
1:30 p.m. – 2:30 p.m. South 103
Hands-On: Knockin’ Knowledge out of the Park (REPEAT)
Note: This session is also offered on Thursday at 7:30 a.m.
Level: Intermediate
Knowledge is the foundation of all support channels. In this
hands-on training session, you’ll learn how to take advantage of
all the latest Salesforce CRM knowledge base features to improve
your organization from the ground up.
1:30 p.m. – 2:30 p.m. North 123
Run Your Entire Contact Center in the Cloud
Level: All
Cloud computing is dramatically changing the contact center
industry while providing great agility and flexibility to business
operations. Come find out how salesforce.com, AAA Ohio,
and Expert Planet are running highly efficient contact centers
with Contact Center in the Cloud platform from LiveOps and
the Service Cloud from salesforce.com. And hear from leading
analyst Sheila McGee-Smith about whether cloud computing is
ready for the contact center.
Speakers: Steven Sibulkin, Expert Planet; Sheila McGee-Smith,
McGee-Smith Analytics, LLC; Jack Sands, Vforce
1:30 p.m. – 2:30 p.m. North 121/122
Running A World-Class B2C Call Center
Level: Intermediate
For B2C companies, delivering world-class customer service
to thousands of customers is as important as ever in today’s
economy. Salesforce.com customers will share hard-hitting
metrics on agent productivity and customer satisfaction—and
give you the full scoop on how they differentiate their brands
through the ultimate customer experience.
Speakers: Jane Hawn, Procter & Gamble; Roseamary Veazie,
Procter & Gamble
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2:45 p.m. – 3:45 p.m. North 120 Friday, November 20

Combining Salesforce.com with inContact: the Leading SaaS
Contact Center Platform
Level: All
The inContact solution is changing the way companies achieve
contact center excellence by removing the barriers to let them
measure, control, and improve each step of the customer
experience. Join us to learn the benefits organizations are reaping
by integrating salesforce.com’s Sales and Service Clouds with the
inContact call center platform.
Speakers: Matt Evans, Extra Space Storage Inc.; Chris Spear,
Extra Space Storage Inc.; Paul Jarmin, inContact Inc
2:45 p.m. – 3:45 p.m. North 121/122
Roundtable with the Service Cloud Pros
Level: All
Come armed with your toughest questions for salesforce.com’s
in-house service and support experts. Learn best practices from
salesforce.com employees who know the application inside and
out, and discuss solutions to the most frequently asked questions
by the Service Cloud community.
Speakers: Peter Aubrey, salesforce.com; Chet Chauhan, salesforce.com;
Marco Casalaina, salesforce.com; Jon Joseph, salesforce.com; Montu
Mavi, salesforce.com; Mike Milburn, salesforce.com; Olivier Pin,
salesforce.com
2:45 p.m. – 3:45 p.m. North 133
Why Collaboration Between Sales and Service Is Imperative
in Today’s Economy
Level: All
Is poor internal communication leading to missed sales
opportunities? Gain critical insight on how a 360-degree view
of the customer can help you create a partnership between
Sales and Service in your organization. This panel of sales and
service leaders will share how a unified customer experience is
helping their companies boost customer satisfaction, loyalty, and
retention—and ultimately drive dollars to the top line.
Speakers: Celia Heywood, First Data Merchant Services
Corporation; Chris Jones, First Data Corporation Commercial
Services; Jeremy Boiles, Stericycle, Inc.; Marshall Lager, Third Idea
Consulting LLC; Peter Aubrey, salesforce.com
9:00 a.m. – 10: 00 a.m. South 103
Hands-On: Get Your Service Cloud Ideas Up and
Running in 60 Minutes
Level: Intermediate
Change the game and make community a part of your name!
Join this electrifying session to learn how to set up your own
public ideas communities so that your customers feel they have a
voice in the way you do business—all in 60 minutes or less!
9:00 a.m. – 10:00 a.m. North 121/122
One Year Later: The Benefits of Go-Live—What I Only
Wish I Knew!
Level: Beginner
There’s no more exciting time for a company than finally going
live with a new customer service solution. Listen to your peers
define their experiences of go-live and share with you their
lessons learned over the last year.
Speakers: Karen Hollinger, AvalonBay Communities; Alnoor
Ladak, Innovapost Inc.
9:00 a.m. – 10: 00 a.m. North 123
The Service Cloud for a Smaller Company: Where Do I Start?
Level: Beginner
Just starting out with the Service Cloud? Want to know the killer
features that most users overlook? Need to make sure you start
your service project on the best path for success? Join our Service
Cloud customers and experts as they focus on the insights and
lessons learned from the implementation of Salesforce CRM
Service in small and mid sized companies.
Speakers: Barry Sobel, Belnick Inc.; Elizabeth Marquardt,
RealPage, Inc.; Andrea Miller, salesforce.com

30 The Cloud-Computing Event of the Year


9:00 a.m. – 10: 00 a.m. North 130
What’s Cooking in the Service Desk
Level: All
Attention IT top chefs: Join salesforce.com in an exploration of
best practices and success recipes for your help desk. The alphabet
soup du jour includes ITIL, KCS, and CMDB with a dash of
partner solutions and a sprinkling of real-world testimonials.
Prepare to dish out world-class service to your most valuable
asset—your employees!
Speakers: David Schild, Phoenix Technologies Ltd.; Amanda
Roberts, Stone Cobra
10:15 a.m. – 11:15 a.m. South 103
Hands-On: Launch Your Customer Portal in 60 Minutes
Level: Advanced
Build your customer community and enable self-service with
the Service Cloud customer portal. It’s as easy as 1-2-3. Learn
firsthand how to create and brand your customer portal, set up a
branded URL with Force.com sites, and provide your customers
with timely answers using Salesforce CRM’s knowledge base.
10:15 a.m. – 11:15 a.m. North 130
The Top 10 Critical Service Metrics You Need to Know
Level: All
Drivers, start your engines! You’ve got your hands on the wheel,
but the only way to get from 0 to 60 is to have your eyes on
the dashboard. Visibility is as critical for your agents as it is for
management. We’ll start this session with the top 10 service
metrics you need to know, followed by real-life examples your
peers are using today. We’ll help you cruise your way to the
winner’s circle.
Speakers: Michael Strasia, Maxwell Systems, Inc.; Andre
Ramsarran, salesforce.com
Learn
Tracks & Sessions | Service
10:15 a.m. – 11:15 a.m. North 121/122
Tips and Tricks: Getting Started with the Service Cloud
Level: Beginner
Successful service starts here. Join us to hear Salesforce.com
Consulting share the top seven tips and the four pitfalls to avoid
in making your Service Cloud deployment a success. Although
it’s fun to learn on the job, this is your chance to sit back, relax,
and enjoy a ride on our coattails!
Speakers: Kimberly Jansen, Misys International Banking Systems;
Mike Tacconi, Pentair Water Pool and Spa
11:30 a.m. – 12:30 p.m. North 130
How Salesforce.com Uses the Service Cloud:
Reinventing Self-Service
Level: All
Salesforce.com’s in-house customer support organization is taking
advantage of the Service Cloud to reinvent the online customer
experience. The secret to the sauce—personalized, consistent, and
quick access to knowledge, help, training, and community. See
how you can leverage our unique model to make self-service your
customers’ preferred support channel.
11:30 a.m. – 12:30 p.m. North 121/122
The Service Cloud Road Map: What’s Next? (REPEAT)
Note: This session is also offered on Thursday at 7:30 a.m.
Level: All
Come hear our product management team outline what’s
planned for upcoming releases of the Service Cloud. Get the
insider’s view on cutting-edge features, so you can plan ways to
make your contact center the hottest game in town.
Speaker: Larry Robinson, salesforce.com
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Tracks & Sessions | Service / Marketing
Related Sessions by Track
Move your service delivery to the cloud and capture the latest
innovations to create customers for life.
Breaking the Mold: Transform the Customer Service Experience
in the Cloud
Track: Financial Services Wednesday, November 18
Establishing Innovation Management Governance and a
Framework
Track: Large Enterprises Wednesday, November 18
Improve the Health of Your Business by Becoming Service-
Oriented
Track: Healthcare & Life Sciences Wednesday, November 18
Capture Customer Insights Through Community Discussions
Track: Marketing Thursday, November 19
Online Community Powered by Salesforce.com
Track: Marketing Thursday, November 19
Rethinking Customer Service in the Media and
Communications Industry
Track: Media & Communications Thursday, November 19
Using the Service Cloud for the Enterprise
Track: Large Enterprises Thursday, November 19
Got KCS? Delivering a Knowledge-Centered Support Model for
High-Tech Customers
Track: High Tech Friday, November 20
Quickly Deploy Web 2.0 Sites and Portals for Customers
and Partners
Track: Financial Services Friday, November 20
32 The Cloud-Computing Event of the Year
Marketing
Track Description: Are you a marketing manager or executive
looking to master the Sales Cloud’s marketing capabilities
to improve lead generation, campaign management, and
overall marketing processes? From basic concepts to advanced
implementations, this track will give you actionable tips and tricks
to make your marketing more effective and more impactful.
Key Take-aways: Salesforce.com customers and experts will pass
along best practices for lead generation, campaign management,
Web site optimization, content development, community
building, social marketing, and marketing analytics. Walk away
with new ways to use the Sales Cloud for marketing automation,
search engine marketing, and content management—to drive
greater revenue for your company.
Wednesday, November 18
11:45 a.m. – 12:45 p.m. South 102
Hands-On: Building Reports to Analyze ROI
Level: Beginner
Good marketing requires good measurement. And reports are an
easy way to get the marketing intelligence you crave. This session
includes hands-on training and sought-after best practices for
building reports to capture popular marketing analytics.
11:45 a.m. – 12:45 p.m. North 130
Lead Management 101: Qualifying, Scoring, and Routing
Your Leads for Success
Level: All
Do you need to convert more leads to fill the sales funnel? Are
you making the most of salesforce.com’s lead-management
capabilities? Join us for a session that covers lead-management
basics, including lead business processes, techniques for Web
capture, lead routing, lead scoring, and conversion. Then hear how
experts are using salesforce.com to generate better leads.
Speakers: Sylvia Gudat, Citrix Systems Inc.; Stuart Robertson,
ShareBuilder Corporation 401K; Tad Travis, salesforce.com
 Learn
Tracks & Sessions | Marketing

11:45 a.m. – 12:45 p.m. North 131 2:15 p.m. – 3:15 p.m. South 102
Search Engine Marketing Junkies Hands-On: Building Dashboards to Drive ROI
Level: Intermediate Level: Beginner
You’re driving targeted traffic to your Web site. You’re turning Great data is important. Natch! But communicating that
those visitors into leads and customers and measuring what’s data clearly is just as important. Join us to get hands on with
working with Salesforce CRM. So what’s next? Join us and learn dashboards and learn how to communicate marketing analytics
from a panel of B2B search engine marketing junkies how to take to improve team performance, maintain clean data, and keep the
your search marketing to the next level, including SEM tips and entire organization up to date.
tricks, landing page strategies, Web site analytics, and more.
Speakers: Terry Whalen, CPC Search; Jason Stewart, Demandbase
2:15 p.m. – 3:15 p.m. North 131
Inc.; Howard Brown, Demand Results, LLC; Sean Whiteley,
Master Your Content Library: Maximize Your
salesforce.com
Messaging Impact
Level: Intermediate
2:15 p.m. – 3:15 p.m. North 124
Join us to hear a panel of customers (including salesforce.com)
A Marketer’s Tale: Top Challenges Solved with
share tips on using Salesforce CRM’s integrated content library
Marketing Automation
to streamline content delivery, accelerate sales cycles, and leverage
Level: All
corporate wisdom by bringing the most valuable content to the
The world of marketing has changed and now buyers are often
top. We’ll have best practices galore to share along with a lively
in control. Innovative marketers must change their approach
Q&A.
to understanding buyers and their digital body language via
new technologies like marketing automation. Hear a panel of Speakers: John Almeida, Fidelity Human Resources Services
Company; Chris Luvara, Intacct Corp.; Alexis Jacobson, Seagate
marketing innovators share best practices and techniques to
Technology LLC; Kyle McCauley, salesforce.com
increase marketing ROI, align marketing and sales, and accelerate
lead generation. Every attendee receives a copy of “Digital Body
3:30 p.m. – 4:30 p.m. North 131
Language” by Steven Woods, CTO of Eloqua.
Getting Started with Salesforce CRM and Google AdWords
Speaker: Steve Woods, Eloqua Corporation
Level: Beginner
Drive relevant traffic to your Web site using Google
2:15 p.m. – 3:15 p.m. North 134
AdWords—then turn those visitors into leads and customers. See
Delivering B2B Marketing Excellence in a Socially
what’s working and what isn’t. In this session, we’ll cover how to
Connected World
get started, SEM basics, Web site basics, and tracking ROI with
Level: All
Salesforce CRM and Google AdWords.
Business marketers need better ways to reach their target
Speaker: Sean Whiteley, salesforce.com
audience and measure marketing results in a world where
business decision-makers are turning to online communities and
3:30 p.m. – 4:30 p.m. West Mezzanine 250
social networks for information, best practices, and professional
Using Lead Nurturing and Scoring to Deliver More and
interactions. Hear how top marketers succeed in this Web 2.0
Higher-Quality Sales Leads
world by understanding their target audience’s willingness to
Level: All
engage socially, formulating a social strategy based on business
Join this session to learn how to use lead scoring to identify and
outcomes, and applying the right technology to achieve
prioritize sales-ready leads. And, learn how to use lead nurturing
measurable results. Laura Ramos, vice president and research
to establish a relationship with prospects that are not sales ready.
analyst at Forrester, will share her insights.
Our panel of marketing experts will share hands-on techniques
Speakers: Laura Ramos, Forrester Research, Inc.; Chuck
you can use immediately and advanced techniques that
Ganapathi, salesforce.com
incorporate automation, behavioral tracking, and drip marketing

33
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campaigns to increase lead quality and volume. Plus, all attendees
will receive a copy of “The Definitive Guide to Lead Nurturing,”
a Marketo workbook.
Speakers: Emily Salus, CollabNet, Inc.; Jon Miller, Marketo
4:45 p.m. – 5:45 p.m. North 131
Advanced Campaign Management: Lead Nurturing and
Campaign ROI
Level: Advanced
Do you wish you could automatically follow up with leads on the
basis of their behavior and track pipeline and revenue against your
efforts? In this session, you’ll learn more about salesforce.com’s
lead nurturing and campaign ROI functionality, and you’ll walk
away with practical tips on how to build automation and measure
results to improve your marketing effectiveness.
Speakers: Jason Stewart, Demandbase Inc.; John Kucera,
salesforce.com
4:45 p.m. – 5:45 p.m. North 133
Getting Started Managing Multichannel Campaigns
Level: Beginner
Do you know what tactics and programs produce the
highest-quality leads for your sales organization? Get ready to
take your campaign creation and management skills to the next
level. This session features the latest best practices and trends on
structuring and creating campaigns along with tips on how to get
the most out of your campaign reports.
Speakers: Kirk Crenshaw, Appirio; Carlo Saggese, Vistage
International; Pat Cameron, salesforce.com
Thursday, November 19
7:30 a.m. – 8:30 a.m. North 131
Capture Customer Insights Through Community Discussions
Level: Intermediate
Online communities shape brand perceptions and let you form
deeper connections with customers. They can also be instrumental
in increasing organic Web traffic, generating leads, and
uncovering new sales opportunities. Hear how other customers
are leveraging this exciting new app as a central part of their
social media marketing strategy.
Speakers: John Reagan, FICO; Nancy Richardson, Starbucks;
Nori Yoshida, salesforce.com
34 The Cloud-Computing Event of the Year
7:30 a.m. – 8:30 a.m. North 134
How Salesforce.com Uses Salesforce CRM for
Marketing Excellence
Note: This session is also offered on Friday at 11:30 a.m.
Level: All
At salesforce.com, we’ve adopted an airtight set of best practices
from thousands of marketing organizations around the world.
Join us as we share these secrets to help boost your marketing
efforts to support core branding and messaging.
Speaker: Wendy Cismoski, salesforce.com
11:30 a.m. – 12:30 p.m. North 134
Setting Your Social Media Strategy
Level: Intermediate
Many of the most forward looking companies are having
phenomenal success marketing to customers through social
media channels. By engaging in the conversation on Twitter,
distributing video on YouTube, and forming groups on sites like
Facebook, they are creating massive amounts of brand awareness
and turning customers into evangelists. Come discover how
you can use these new media to grow your business and what
guidelines you need to put in place for your employees.
Speakers: Vida Killian, Dell, Inc.; Jamie Grenney, salesforce.com
11:30 a.m. – 12:30 p.m. West Mezzanine 250
Strategic Marketing Automation: Understanding and
Managing B2B Buyer Dialogues
Level: All
Today’s B2B marketing organizations can act as the single point
of contact for engaging with, managing, and providing continuity
in pre-sale dialogues with buyers. In the process, marketing
automation becomes a more strategic piece of an holistic CRM
infrastructure. Join Silverpop to learn how B2B marketing must
change to take advantage of this opportunity and find new
levels of success with demand generation. Plus, learn more about
the implications that will shape organizations’ approaches to
marketing technology and corporate CRM infrastructure.
Speakers: Carlos Hidalgo, The Annuitas Group; Adam Needles,
Silverpop Systems Inc.

11:30 a.m. – 12:30 p.m. North 131
The Secrets to Email Marketing Success: Marketing Panel
Level: Beginner
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 today!
Speakers: Terry Sydoryk, ActiveConversion; Brian Vass, Sant
Corporation; Wouter Hoeberechts, WorldMedAssist LLC; Shinn
Chen, salesforce.com; Robin Daniels, salesforce.com; Rasmus
Mencke, salesforce.com
1:30 p.m. – 2:30 p.m. North 131
Getting Started with Reports and Dashboards
Level: Beginner
What good is marketing without measurements? 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.
Speakers: Rebecca Sharpe, Salary.com Inc.; Ashley Landry,
SunGard Data Systems Inc.; Leahanne Merritt, salesforce.com; Jeffry
Mummert, salesforce.com
1:30 p.m. – 2:30 p.m. North 134
Keeping Sales on Message with an Integrated Content Library
Level: Beginner
What if all your sales reps were always on message and using your
latest sales presentations? Imagine never getting another phone
call asking for the latest datasheet or price list. What if you knew
exactly which of the sales tools you created were used most often
and were most valuable to the field? Join us to learn how to make
these dreams a reality with the Sales Cloud’s integrated content
library.
Speakers: Tim Jock, Ciena Corporation; Randy Klingner, Hollister
Incorporated; Gary Vastola, Xerox Corporation; Gregg Johnson,
salesforce.com
Learn
Tracks & Sessions | Marketing
2:45 p.m. – 3:45 p.m. North 134
Build Custom Landing Pages with Force.com Sites
Level: All
Using Force.com sites, you can now build your own microsites
and landing pages on the Force.com platform. These new pages
let you track Web traffic and capture leads more easily than ever.
Join us to learn best practices from customers who have increased
their Web-to-lead conversion using sites. We’ll also show you
how to use Force.com Labs’ CMSForce to build Web sites and
landing pages in minutes, so you can turn your Web site into an
automated lead-capture machine.
Speakers: Darren Murray, Promethean; Jeff Guthier, ServoTerra;
David Van Puyvelde, salesforce.com
2:45 p.m. – 3:45 p.m. South 102
Hands-On: Building an Automated Drip Campaign
Level: Intermediate
Learn to create sophisticated and automated multiwave
campaigns. In this hands-on session, we’ll show you how to
send email alerts and track status based on prospect behavior or
attribute, nurture leads with multiwave drip campaign logic, and
manage marketing offers and events.
2:45 p.m. – 3:45 p.m. North 131
Online Community Powered by Salesforce.com
Level: Intermediate
Today you use salesforce.com for sales, marketing, and customer
support, but what if you could use it to power your online
community? This session shows how we’ve built and evolved our
community Web site to connect customers, provide self-service
tools, and drive innovation. You’ll walk away with best practices
for how to set up a community site plus the know-how to
increase customer loyalty and measurable results.
Speakers: Jamie Grenney, salesforce.com; Erica Kuhl, salesforce.com
35
 Learn
Tracks & Sessions | Marketing

TIP: Don’t forget to schedule a

free SuccessTeam1:1 Clinic in the
Salesforce.com Campground

Friday, November 20 11:30 a.m. – 12:30 p.m. Esplanade 300

9:00 a.m. – 10: 00 a.m. North 131
Moving Beyond Standard Reports and Dashboards
Level: Intermediate
Ready to go beyond basic reporting functionality? We have
the tips and tools you need! In this session, we’ll cover custom
report types, Query Amp, and the Excel connector. Join us to
hear about real-life customer implementations, partnerships, and
mashboards.
Speakers: Keith Nichols, Shaw Industries Group, Inc.; Ingo
Fochler, The New York Times Regional Newspaper Group; Tamer
Farag, salesforce.com
10:15 a.m. – 11:15 a.m. North 131
Cleaner Data, Higher Adoption, Better Leads
Level: Beginner
How accurate is your business data? Do you have duplicate
records? Keeping data clean and relevant for your users 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 focus on Excel and file import, Web-to-lead,
de-duplication, and lead scoring with formula fields. Take home
all the methods, tools, and best practices you need!
Speakers: Paul Young, Commvault Systems; Deb Weller, Isilon
Systems Inc.; Kirti Patel, salesforce.com
Using Twitter Effectively for Marketing and Sales
Level: Beginner
There are more than 250,000 registered users of Twitter, but what
does that mean for you? Can Twitter really help you achieve
your marketing and sales goals, or is it just a distraction? Join us
to learn how leading brands are using Twitter as part of their
marketing mix and to see new tools from salesforce.com that can
help you integrate Twitter with your sales and marketing efforts.
Speakers: Porter Gale, Virgin America; Tricia Gellman,
salesforce.com; Rasmus Mencke, salesforce.com
11:30 a.m. – 12:30 p.m. North 131
Your Web Site: Mastering Your Domain
Level: Intermediate
Your Web site shapes how prospects and customers view your
business and can be an outstanding lead-generation machine.
Learn how to use your Web site and Force.com sites to convey
your message, funnel visitor behavior, and convert anonymous
visitors into leads. You’ll take home best practices for content, site
analytics, and CRM integration that will improve your business.
Speakers: Adam Greco, salesforce.com; Scott Jorgensen,
salesforce.com; Chander Matrubhutam, salesforce.com

11:30 a.m. – 12:30 p.m. North 134

How Salesforce.com Uses Salesforce CRM for Marketing
Excellence (REPEAT)
Note: This session is also offered on Thursday at 7:30 a.m.
Level: All
At salesforce.com, we’ve adopted an airtight set of best practices
from thousands of marketing organizations around the world.
Join us as we share these secrets to help boost your marketing
efforts to support core branding and messaging.
Speaker: Wendy Cismoski, salesforce.com

36 The Cloud-Computing Event of the Year

Moody’s and Fujitsu Present:

“Today’s Forecast:
Enterprise Order Management
in the Cloud”
Presented by: Charlotte Liu Visit the Fujitsu booth Enter to win a Fujitsu U820
Moody’s Analytics – Product Manager for live demonstrations of mini note-book at the booth!
Brian Marchand • Integrated Service and Support
Fujitsu America SaaS Practice – Solutions
Practice Director • Vertical SFA Solutions
Track: Partner Track Session • Business Process Discovery and
Integration Solutions
 Learn
Tracks & Sessions | Administrators
ADMINIsTrators
Track Description: Calling all administrators! Let Dreamforce
be your playground. This action-packed track is designed for
admins of all levels who are looking to bring value back to their
companies by increasing their knowledge, learning best practices,
and gathering new ideas on how to better leverage Salesforce
CRM.
Key Take-aways: Admins in this track will leave with a clear
understanding of the role of a system administrator and how to
position themselves for success and growth. Pick up new skills
and knowledge to apply immediately on the job to become more
effective: best practices, pitfalls to avoid, and actionable ideas to
improve how your company uses the Sales & Service Clouds.
Wednesday, November 18
11:45 a.m. – 12:45 p.m. South 103
Hands-On: Have It Your Way—Customize Your Org to Fit
Your Business
Note: This session is also offered on Friday at 11:30 a.m.
Level: Beginner
When you sign on with Salesforce CRM, it’s ready to use as is.
But you can also easily modify it so it’s a good fit for your users.
Learn how to configure Salesforce CRM to suit your business
needs, including how to customize fields, page layouts, and
reports.
11:45 a.m. – 12:45 p.m. Esplanade 304
Stay in Sync with Connectors for Outlook and Lotus Notes
Level: Beginner
Want to make your users more productive and preserve data
quality at the same time? The salesforce.com connectors for
Microsoft Outlook and Lotus Notes are standard plug-ins
that let users easily interact with salesforce.com from their
familiar Outlook or Notes interfaces. Join us to learn connector
best practices for planning, designing, and deploying to users;
38 The Cloud-Computing Event of the Year
recommendations for ongoing support and administration; and
handy tricks to enhance your implementation. Plus, we’ll have a
road-map update from the product manager.
Speakers: Sheeky Kaulthar, Thomson Reuters Markets; Shelley
Lapcevic, salesforce.com; Blake Markham, salesforce.com, Jeremy
Silver, salesforce.com
11:45 a.m. – 12:45 p.m. Esplanade 306
The Cardinal Rules of User Adoption
Level: Intermediate
The most successful Salesforce CRM implementations are those
that people actually use. This session looks at how to identify the
root causes of slow user adoption so you can proactively manage
them. Learn how other customers have successfully addressed
adoption issues by focusing on user perceptions, communications,
tracking and managing usage, and incentives and penalties.
Speakers: Matt Williamson, Bronto Software Inc.; John
McGuigan, Fiberlink Communications Corp.
2:15 p.m. – 3:15 p.m. Esplanade 306
360° Integration: “The Essentials” Session
Level: Intermediate
Want to know how and where to integrate—and why you
should? Most companies have tons of data locked inside legacy
and siloed applications. Making this data available to customer-
facing employees can have a tremendous effect on the quality of
customer interactions and user adoption. If you’re not sure how to
approach integration or what your options are, this session is your
golden ticket. Join us to learn what other customers have done,
their lessons learned and most common integration solutions, and
how to successfully use both in your business.
Speakers: Larry Hall, Cars.com; Tom Fox, Global Futures & Forex
LTD; Mark Litherland, Grizzard Communications Group, Inc.;
Megan Chappell, Cars.com

2:15 p.m. – 3:15 p.m. Esplanade 304
Analytic Basics: Reports and Dashboards
Level: Beginner
Being able to easily access useful, timely information is one of the
most important values a centralized system can provide for you
and your business. This session will cover the basics of reports and
dashboards, including how to set up and manage them, tips and
tricks, and admin best practices.
Speakers: Matt Evans, Extra Space Storage Inc.; Julia Napolitano,
Manpower Inc.
2:15 p.m. – 3:15 p.m. South 103
Hands-On: Giving the Right People the Right Information
Level: Beginner
As a new administrator, your first job is making sure that users
are entered into Salesforce CRM and have access to the right
data. Learn how to set up and configure user access, assign a set
of permissions to users, define basic access, and build the structure
that determines what users can see and report on across the
organization.
3:30 p.m. – 4:30 p.m. Esplanade 306
Admin-Built Apps: How to Become a Hero
Level: Intermediate
Learn how easy it is to become a hero to your organization. In
this session, you’ll learn from customers that have built custom
applications to address critical business needs. They’ll share
lessons learned, tips and tricks, and how they took advantage of
the Force.com platform to develop apps 5 times faster—without
any development background.
Speakers: Scott Rames, Dimension Data Plc.; Susan Gingrich,
ReadyTalk; Nancye Michaelian, salesforce.com
3:30 p.m. – 4:30 p.m. South 104
Hands-On: Pulling It All Together with Custom Report Types
Level: Intermediate
Get your hands on custom report types and learn how to define
report criteria from which users can run and create custom
reports. With custom report types, users can create reports from
predefined standard and custom objects, object relationships, and
standard and custom fields that you specify. Sound like just what
you need? Join us to learn more!
Learn
Tracks & Sessions | Administrators
3:30 p.m. – 4:30 p.m. Esplanade 308
Introduction to Force.com Pages and Force.com Code
Level: Advanced
Join us for a fact-filled session and get the answers to these
questions: What is it? How does it work? How can I use it? Who
can do it? How do I learn more?
Speakers: Shannon Schupbach, salesforce.com; Paul Underbrink,
salesforce.com
3:30 p.m. – 4:30 p.m. North 123
Salesforce.com as the Company Portal: Incorporating
Multiple Data Sources and BI
Level: All
What’s preventing you from establishing salesforce.com as your
company sales portal? Is it because your sales reps need to find
invoicing and A/R history in a separate application? Does your
sales management team need to view analytics in a separate
business intelligence (BI) tool? Join IBM to learn how Synarc
has integrated its back-end data and BI into accounts and
opportunities screens, establishing salesforce.com as the corporate
sales portal.
Speaker: Gordon Petrie, Synarc Inc.
3:30 p.m. – 4:30 p.m. Esplanade 304
Top 10 Things Your Users Want (Though They Might Not
Know It)
Level: Beginner
If you don’t listen to the needs of your end users during your
initial system design, you can bet you’ll hear about them after
you’ve deployed. How’s that for bad timing? Join us to learn
the best ways to capture requirements from your end users
and executives. Hear directly from our panel of customers and
Salesforce CRM experts, and take home advice that will ensure
you deliver what they need during either your initial deployment
or a scheduled release.
Speakers: Kim Stites, Amazon.com; Regan Leopold, Lincoln
National Corporation; Mike Demko, Sterling Commerce, Inc.;
Katherine Carignan, SunTrust Banks, Inc.
39
 Learn
Tracks & Sessions | Administrators
4:45 p.m. – 5:45 p.m. Esplanade 308
A Brave New World: Think and Act Globally
Level: Advanced
Technology has made the world smaller. In today’s economy, any
business can compete on a global scale. That’s why Salesforce
CRM comes equipped with sophisticated international and
multilanguage functionality. Learn how to take on technical
challenges like multiple currencies and languages as well as some
less obvious dilemmas, including local application support, local
laws and customs, and budgeting and politics.
Speakers: Jeff Wiessler, Avaya Inc.; Ryan Worobel, Dell, Inc.
4:45 p.m. – 5:45 p.m. Esplanade 304
If You Train Them, They Will Learn
Level: Beginner
The greatest systems in the world are only as good as the people
using them. Educating your users on how to use what you’ve
deployed, what’s expected of them, and how to be proficient is
one of the most important—and most overlooked—areas of an
implementation. This session features in-depth content from
hard-hitting experts on how to create a training plan that ensures
you have the skills to be successful.
Speakers: Mark Goodman, Citrix Systems Inc.; Britt Kopping,
Genentech Inc.; Andi Michaels, salesforce.com; Bhavini Worah,
salesforce.com
4:45 p.m. – 5:45 p.m. Esplanade 306
Jack Be Nimble: Master Process Automation with
Salesforce CRM
Level: Intermediate
Automated processes take less time, ensure consistency, and
ultimately save your company money. Learn how to use native
features and functionality in Salesforce CRM to create, manage,
and automate your key business processes. See a demo of an
automated business process, and gain insight into tips and tricks
for configuring and managing these tools.
Speakers: Mark Silber, Qualcomm Inc.; Tiffany Caruthers,
salesforce.com; Varadarajan Rajaram, salesforce.com
40 The Cloud-Computing Event of the Year
4:45 p.m. – 5:45 p.m. Esplanade 310
The Self-Healing Database: Advanced Data Quality
for Busy Administrators
Level: All
By automating mundane data processes such as data
de-duplication and data normalization, salesforce.com
administrators can significantly increase data quality and reduce
administrative time. Join this session to learn how a salesforce.
com super-user maximized the real-time and batch capabilities of
CRMfusion’s DemandTools, DupeBlocker, and PeopleImport.
Plus, we’ll preview some upcoming real-time technologies.
Thursday, November 19
7:30 a.m. – 8:30 a.m. Esplanade 304
Eureka: Data Nirvana
Level: Beginner
One of the most consistent challenges salesforce.com customers
face is data quality, a problem for any system that has multiple
people accessing and updating information. Fortunately, a
number of tools, best practices, and lessons learned can help you
successfully manage this area of your implementation. Join us to
learn how.
Speakers: Suzanne Serwe, Brady Corporation; Tracy Johnston,
Freeman; Erik Karlberg, salesforce.com
7:30 a.m. – 8:30 a.m. Esplanade 306
Managing Change: How to Win Friends and Influence People
Level: Intermediate
Change is constant, but it can create concerns and even fear
in the individuals affected by it. In this session, learn how your
peers have built support and momentum for implementations:
managing up to ensure sponsorship and managing down and
across to ensure buy-in from user communities—all while
keeping the ship going full-steam ahead.
Speakers: Joe Harris, Beazer Homes; Laura Hendrix, Freeman;
Jennifer Olaru, salesforce.com

TIP: Got a great idea? Visit the IdeaExchange
live in the Salesforce.com Campground.
7:30 a.m. – 8:30 a.m. Esplanade 308
Time-Savers: Tips for Enhancing Productivity and Efficiency
in Salesforce CRM
Level: Advanced
Need new ideas for making your users more productive? This
session will equip you with examples, tips and tricks, and a bunch
of great ideas for taking your productivity to the next level.
Speakers: Matt Dickerson, SIRVA Worldwide Inc.; Greg
Curgenven, salesforce.com
11:30 a.m. – 12:30 p.m. Esplanade 306
Define Your Portal Strategy
Level: Intermediate
Companies implement portals to attract, engage, convert, and
retain customers. Increasing top-line revenue is usually the
primary driver; customer satisfaction and lowering the cost of
support are other important goals. Attend this session and learn
how to make your portal project a success with Salesforce CRM!
Speakers: Denise Jackson, Medical Research Consultants LLC;
Stephen Goldberg, Red Hat Inc.
11:30 a.m. – 12:30 p.m. Esplanade 304
What’s in Your Tool Belt?
Level: Beginner
Managing Salesforce CRM is like being a handyman. Jobs can
be large or small; visible or behind the scenes; and many require
special equipment for detailed work. Learn from a panel of
experienced admins what tools they use on a daily basis and how
you can apply them effectively in your deployment.
Speakers: John Johnson, ASCAP: The American Society of
Composers, Authors and Publishers; Courtney House, Egencia;
Geordie Hess, Sprint Nextel Corporation; Meg Sheridan, SunTrust
Banks Inc.; Julie Myres Vistage International; Shelley Lapcevic,
salesforce.com
1:30 p.m. – 2:30 p.m. Esplanade 306
Formula Magic
Level: Intermediate
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 add some “magic” to your deployment and help
Learn
Tracks & Sessions | Administrators
your users be more productive, efficient, and process-oriented, this
session is for you. We’ll answer these questions with examples,
best practices, and firsthand knowledge!
Speakers: Jason Ogilvie, Alliant Technologies Incv; Darren Kemp,
salesforce.com; Xabier Ormazabal, salesforce.com
1:30 p.m. – 2:30 p.m. Esplanade 304
Free and Cheap: Finding Value in a Down Economy
Level: Intermediate
Times like these challenge us to find creative new ways to
do more with less. Fortunately, a variety of inexpensive and
free productivity tools and applications is available on the
AppExchange. Join us to learn about some great value-add apps,
best practices on finding and deploying them, and the value other
customers have recognized.
Speakers: Paul Young, Commvault Systems; Carol Sullivan,
Elluminate Inc.; Steve Molis, Epsilon
2:45 p.m. – 3:45 p.m. Esplanade 306
Engaging Effectively with Social Networks Using
Salesforce.com
Level: Advanced
Companies participate in social networking to generate brand
awareness and create a viral effect when clients or prospects
recommend their products. In this session, we’ll discuss social
networking rules of engagement and look at how salesforce.com
can help you embrace this new channel.
Speakers: Fernando Obregon Almazan, salesforce.com; Jonathan
Hersh, salesforce.com; Lorena Vales, salesforce.com
2:45 p.m. – 3:45 p.m. South 103
Hands-On: Preserving Data Quality with Data Validation
and Formulas
Level: Intermediate
Don’t let dirty data get in the way of your success. 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.
41
 Learn
Tracks & Sessions | Administrators
2:45 p.m. – 3:45 p.m. Esplanade 308
Tips and Tricks for Release Management
Level: Advanced
Developing and managing complex applications with highly
customized logic and user interfaces requires more than a
“configure on-the-fly” approach in a single environment. You
need a designated development area, robust testing practices,
and a release strategy to optimize your team’s performance
and minimize the impact to end users. Join us to learn how to
leverage sandbox environments, which tools can migrate changes,
and best-of-the-best practices for release management.
Speakers: Erica Bell, Dell Inc.; Chris Mendler, Red Hat Inc.
Friday, November 20
9:00 a.m. – 10: 00 a.m. Esplanade 304
Certification Station: Free Certification Prep
Level: Beginner
Thinking about getting salesforce.com certified? Already signed
up for the exam and need help preparing? Then what would you
say to a free training session? In this can’t-miss session, you’ll
learn about the certification process, how to prepare for the exam,
and get a chance to review key materials with our experts.
Speakers: Christina Major, salesforce.com; Jay Mulder,
salesforce.com
9:00 a.m. – 10:00 a.m. South 102
Hands-On: Advanced Reports You Can Count On
Level: Advanced
Push your reporting to the limit as you learn to create mathematical
formulas to aggregate and perform calculations on raw data within
Salesforce CRM and avoid exporting to spreadsheets for detailed
calculations. Quickly calculate win rates, coverage ratios, actual vs.
goal comparisons, and more. It’s amazing!
42 The Cloud-Computing Event of the Year
9:00 a.m. – 10: 00 a.m. Esplanade 306
Unlock Your Data with Advanced Analytics
Level: Intermediate
Looking for ways to further unlock the data in your system or
meet complex reporting requests? Then join us for this session
where you’ll learn how best to leverage report formulas, analytic
snapshots, and custom report types—plus when to use certain
types of reports or dashboard elements.
Speakers: Maria Santos, Sterling Commerce, Inc.; Leahanne
Merritt, salesforce.com; Amy Mildren, salesforce.com
10:15 a.m. – 11:15 a.m. Esplanade 308
Evolution of an Admin
Level: Beginner
Being a system admin may be just part of your overall job—or
maybe it requires 100% of your time. Either way, there are plenty
of ways to use this role to develop your skill set and your career.
Join us to learn from a panel of other admins how they’ve evolved
their careers by leveraging their system admin responsibilities.
Speakers: Jay Kilian, Granicus, Inc.; Kim Wallins, Hire On-
Demand; Alex de Santiago, Informa plc; Katie Cole, Thomson
Reuters Healthcare
10:15 a.m. – 11:15 a.m. South 102
Hands-On: What is New in Winter ’10
Level: Intermediate
Are you an administrator looking to get the most out of the latest
and greatest salesforce.com has to offer? Join us for hands-on
training with the newest administration features from the
Winter ’10 release. Get involved!
10:15 a.m. – 11:15 a.m. Esplanade 304
How Salesforce.com Manages CRM and Platform Change
Level: All
Managing an enterprise system—no matter the size of your
deployment—is a significant undertaking. Good news: We’ve had
time to perfect our use of the system because our entire business
runs on Salesforce CRM! Let us share what we’ve learned by
using best practices for change management and feature requests.
Speakers: Drew Alexander, salesforce.com; John Beattie,
salesforce.com; Randy Edgar, salesforce.com

10:15 a.m. – 11:15 a.m. Esplanade 306
Optimizing Salesforce CRM: Consultant for a Day
Level: Intermediate
Ensuring that business processes are clearly defined, documented,
and optimized is the first key step in a successful implementation.
Whether you’re just getting started, looking to bring on a new
team, or interested in reviewing an existing implementation, our
services experts can help you understand how to run a successful
business process review (BPR) session on which to base a
successful implementation.
Speakers: Chris Cuicani, Baxter Canada; Gina Marquez,
Intellidot Corp.
10:15 a.m. – 11:15 a.m. Esplanade 310
Platform Road Map: Administrator Tools of the Future
Level: Advanced
The Force.com 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 scoop on salesforce.com’s vision
for advanced customization, app building, and administration
capabilities that will help you automate your other business
processes using Force.com. This session includes a mix of vision
slides plus a healthy dose of live current and future product demos.
Speakers: Patricia Orr, salesforce.com; Mary Scotton, salesforce.com;
Adam Torman, salesforce.com
11:30 a.m. – 12:30 p.m. Esplanade 306
Analytics Road Map
Level: Intermediate
What’s in store for Salesforce CRM analytics and reporting?
Come hear our product management team outline what’s planned
for upcoming releases of analytics in the cloud. Get the insider’s
view to cutting-edge features, so you can plan how to get even
more insight into your business using analytics and reporting.
Speakers: Leo Tenenblat, salesforce.com; Thomas Tobin,
salesforce.com
Learn
Tracks & Sessions | Administrators
11:30 a.m. – 12:30 p.m. South 102
Hands-On: Have It Your Way—Customize Your Org to Fit
Your Business (REPEAT)
Note: This session is also offered on Wednesday at 11:45 a.m.
Level: Beginner
When you sign on with Salesforce CRM, it’s ready to use as is. But
you can also easily modify it so it’s a good fit for your users. Learn
how to configure Salesforce CRM to suit your business needs,
including how to customize fields, page layouts, and reports.
11:30 a.m. – 12:30 p.m. Esplanade 304
Ready, Set, Go: Implementation Best Practices
Level: Beginner
Ready to implement Salesforce CRM, but not sure where to
start? In the middle of an implementation and don’t want to miss
anything? You’ll probably have a role in the setup and ongoing
maintenance of your Salesforce CRM implementation. Join us to
learn where to start, in what order you should execute, and best
practices to use along the way.
Speakers: Sarah Williamson, Avaya; Emily Kranz, Listingbook
Related Sessions by Track
If you’re the person who keeps everything “force-related” humming
along, these sessions will help take your skills to the next level.
Build Apps 5 Times Faster with Force.com
Track: IT Executives Wednesday, November 18
A Look Inside the Force.com Infrastructure
Track: Backstage Pass Wednesday, November 18
Hands-On: Building Your First Force.com Platform Application
Track: Admin to AppBuilder Wednesday, November 18
How Salesforce.com Manages and Measures Sales Productivity
Programs
Track: Sales Wednesday, November 18
Maximizing Agent Productivity: It’s a Game Changer for Today’s
Business
Track: Service Wednesday, November 18
43
 Learn
Tracks & Sessions | Administrators / Large Enterprises
Bring your Application Projects to Life: Release Management with
Force.com
Track: IT Execuvites Thursday, November 19
Product Road Map: Sneak Peek into the Future
Track: Sales Thursday, November 19 & Friday, November 20
The Service Cloud Road Map – What’s Next?
Track: Service Thursday, November 19 & Friday, November 20
Salesforce CRM Admin Excellence: Setting Up Salesforce CRM for
Sales Success
Track: Sales Thursday, November 19
Behind the Scenes at Salesforce.com: Delivering 3 Major Releases
a Year
Track: Backstage Pass Friday, November 20
Sales Process Excellence: New Levels of Productivity and
Effectiveness
Track: Sales Friday, November 20
44 The Cloud-Computing Event of the Year
large enterprises
Track Description: Hello, enterprise? Meet the cloud. This
track caters to those salesforce.com customers that have complex
requirements often associated with large, global enterprises. Hear
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.
Key Take-aways: Each session in this track is jammed with
content designed to speak to the challenges of operating a large,
complex organization. You’ll learn about new approaches and best
practices for using and delivering the Sales Cloud, Service Cloud,
and Custom Cloud. These sessions feature customer speakers
who’ll provide their perspectives, firsthand experiences, and
tried-and-true best practices so you come away with great ideas,
examples, and networking opportunities.
Large Enterprises track brought to you by
Innovation. Speed. Value. Global
Delivery. Enterprise-wide.
Wednesday, November 18
2:15 p.m. – 3:15 p.m. Esplanade 300
Establishing Innovation Management Governance
and a Framework
Level: All
Implementing Salesforce CRM’s ideas community is easy,
but how do you make it a lasting, vibrant, and impactful
solution—both internally and externally? Join us to learn how
salesforce.com and some of our key customers use ideas for
incredible success. You’ll also pick up the associated processes
and best practices for moderation, communication planning,
and how to run the entire ideas management process.
Speakers: Cory Cochran, American Century Services, LLC;
Grégory Vandeputte, Areva T&D SA; Holly Tuccio, Dell,
Inc.;Matt O’Connor, salesforce.com

3:30 p.m. – 4:30 p.m. North 120
Dispelling Cloud Integration Myths
Level: Beginner
Cloud computing is changing the way companies develop and
deploy their business systems, and large enterprises face special
integration challenges with cloud-based projects. Join Cognizant
in this workshop to see real-world examples of best practices for
integration that lead to the successful development of
cloud-based solutions.
Speaker: Christopher Clegg, Cognizant
3:30 p.m. – 4:30 p.m. Esplanade 300
Organizing and Executing to Match the Speed of
Cloud Computing
Level: Intermediate
Large enterprises are continually challenged with executing
cloud programs within the constraints of enterprise governance
models and procedures. This session will review how to streamline
and refine the methodologies so your organization can meet
compliance and risk mitigation requirements while increasing the
pace of delivery.
Speaker: Shawn Jean, Avaya Inc.
4:45 p.m. – 5:45 p.m. North 124
Thomson Reuters TRUSTs in Salesforce.com to Drive
Enterprise Innovation
Level: All
Come learn from a team of Thomson Reuters executives how
they leveraged Salesforce CRM and the Force.com platform
to build a best-of-breed solution for pre-sales prospecting,
collaboration, and pipeline management with the global launch of
TRUST (Thomson Reuters Unified Sales Tool).
Speakers: Richard Beaven, Thomson Reuters Markets; Anne
Meskell, Thomson Reuters Markets; Jane Moran, Thomson Reuters
Markets; Narendra Vyas, Thomson Reuters Markets; Dave Weller,
Thomson Reuters Markets, Steve Mannel, salesforce.com
Learn
Tracks & Sessions | Large Enterprises
4:45 p.m. – 5:45 p.m. North 120
Today’s Forecast: Enterprise Order Management in the Cloud
Level: All
Discover how Moody’s Analytics modernized its Lead-to-Order
process using salesforce.com, FPX, and on-premises ERP. Hear
how Fujitsu America helped the sales organization streamline
complex forecasts, pricing models, and sales processes. Then learn
how you can leverage integrated cloud technologies to revitalize
your business-critical processes.
Speakers: Min Kang, Fujitsu America; Brian Marchand, Fujitsu
America; Charlotte Liu, Moody’s Analytics Inc.
Thursday, November 19
7:30 a.m. – 8:30 a.m. Esplanade 300
Using the Service Cloud for the Enterprise
Level: All
Looking to improve complex and mature external call centers,
internal IT help desks, customer portals, or other customer
service centers? This session features tactical information on how
the Service Cloud can transform your enterprise call centers and
other service solutions. The Service Cloud is up and running in
the enterprise, and you’ll hear from the folks who are making it
happen!
Speakers: John Snead, Qualcomm Inc.; Matt Brady, TransUnion
LLC; Bhuvan Thakur, salesforce.com
11:30 a.m. – 12:30 p.m. West Mezzanine 254
Single Org or Multi: What’s Right for My Deployment?
Level: All
Enterprise-scale companies that have multiple business units
often grapple with whether to use a single org for all users or
multiple orgs for separate business units. This session reviews
the key decision criteria as well as strategies for handling roll-up
reporting approaches for merging, consolidating, and dividing
orgs.
Speakers: Scott Parker, American Express Services Europe Ltd;
Jason Atwood, MSSB - SB; Brian Mitchell, salesforce.com
45
 Learn
Tracks & Sessions | Large Enterprises
1:30 p.m. – 2:30 p.m. Esplanade 300
Best Practices and Approaches for Handling Large
Data Volumes
Level: Advanced
Adoption and usage is high, and users are demanding more
integration and data. What steps should you take to ensure that
performance and client satisfaction remain high? This session will
explore how to handle your tens of millions of records in the most
efficient manner possible.
Speakers: Robert Pickeral, salesforce.com; Anshu Sharma,
salesforce.com
2:45 p.m. – 3:45 p.m. Esplanade 300
Developing Enterprise Solutions in the Cloud
Level: All
Force.com is the fastest platform for building and deploying
enterprise business applications that run in the cloud. Learn the
tools, methodologies, and procedures several customers have used
to evaluate business requests and legacy applications to identify
the best candidates to move through the cloud factory.
Speakers: Manoj Govindan, Bank of America Corporation; Aaron
Bagchee, Seagate Technology LLC; Thomas Divittorio,
salesforce.com
2:45 p.m. – 3:45 p.m. North 123
Learn from a Proven Model: 6 Steps to Guarantee Adoption
Level: All
One thing all salesforce.com projects have in common: people.
Salesforce.com can make each user more productive—if
they adopt the system. Whether you’re new to the cloud or
reinvigorating your cloud effort, you’re probably changing the way
people work. Join us to learn the 6 steps that took 26,000+ people
successfully into the salesforce.com cloud. Review the Adoption
Playbook and take away real examples that work.
Speaker: John Wurch, JPW Consulting, LLC
46 The Cloud-Computing Event of the Year
2:45 p.m. – 3:45 p.m. North 124
Salesforce Integration: Crossing the Business – IT Divide
Level: All
There is no one-size-fits-all solution to integrate Salesforce CRM
with on-premises applications. Alignment between Salesforce
CRM administrators and IT is essential and the right integration
strategy can dramatically improve adoption and success. Join this
interactive presentation to learn how cloud integration can be the
key to IT and line of business alignment. Hear how organizations
have been able to get the most out of all of their application and
platform investments with solutions from Informatica.
Speakers: Paul Stevenson, AMERIGROUP Corporation; Darren
Cunningham, Informatica; Dan Marionni, Morgan Stanley -
Wealth Management; Matt Brady, TransUnion LLC
Friday, November 20
9:00 a.m. – 10:00 a.m. North 120
Electronic Contract Execution with Apttus & DocuSign
for Salesforce
Level: All
Using the power of end-to-end electronic contract management
from Apttus and electronic signatures from DocuSign, successful
companies can now speed up time to revenue, automate business
processes, eliminate paper, and ensure compliance by using this
amazing cloud-computing solution that delivers on the promise
of the paperless enterprise. Join us to find out how your enterprise
can Close it in the Cloud!SM with electronic contract execution
from these two top AppExchange partners.
Speakers: Kirk Krappe, Apttus Inc.; Tom Gonser, DocuSign

Channels
Track Description: Customers of all sizes across all industries
have been leveraging the Salesforce CRM for Partners platform
to build highly successful partner solutions. Come hear how
customers such as Avaya, Dell, and plenty more have rolled out
highly adopted partner solutions, resulting in stronger partner
relationships and ultimately more money. This is a must-attend
track for anyone looking to generate more revenue through an
indirect channel, especially in this tough economic environment.
Key Take-aways: Join us to learn how customers are using the
latest Web 2.0 features to build highly collaborative partner
communities. Customers will share hard-hitting best practices
for rolling out partner programs and solutions. And several in-
depth case studies will demonstrate Salesforce CRM’s partner
portal and Salesforce to Salesforce. See exactly how customers
have provided choice to their partners—and how they’ve seen
tremendous levels of adoption as a result.
Wednesday, November 18
11:45 a.m. – 12:45 p.m. Esplanade 310
Partner Management 101: Rolling Out Salesforce CRM for
Partners
Level: Beginner
Want some do’s and don’t’s to help make your partner solution a
slam dunk? Learn best practices from salesforce.com customers
who’ve rolled out both the partner portal and the Salesforce to
Salesforce features of our Salesforce CRM for Partners solution.
Speakers: Chris Luvara, Intacct Corp.; Alan Andrade, Lenovo;
Ken Quast, Melexis N.V.; Susan Gausch, salesforce.com
Learn
Tracks & Sessions | Channels
2:15 p.m. – 3:15p.m. Esplanade 310
Service Partners: Collaborating in Real Time on Service Issues
Level: All
Have a great partner you work with—on the other side of
the world? Want to learn how to build your partner/vendor
community and boost collaboration? Join us to hear from
salesforce.com customers who are using the partner portal and
Salesforce to Salesforce features of Salesforce CRM for Partners
to share cases with their partners and vendors.
Speakers: Drew Piston, Exponent Partners; Jimmie Gull, QlikTech
UK Limited; Ryan Davis, salesforce.com; Leyla Seka, salesforce.com
3:30 p.m. – 4:30 p.m. Esplanade 310
Driving Adoption: Best Practices for Creating
Partner Programs
Level: All
Your best channel programs are great only if your partners
actually use them. Join us to learn how to drive adoption of the
Salesforce to Salesforce and partner portal features of Salesforce
CRM for Partners from customers who’ve already been down
that road. They’ll share best practices and provide a road map for
how to successfully roll out any new partner platform.
Speakers: Joe Francis, QlikTech UK Limited; Dave Baker,
Websense, Inc.; William Moxley, salesforce.com
3:30 p.m. – 4:30 p.m. North 132
Increase Channel Revenue with a Partner Certification Program
Level: All
Learn how Dell got a 70% increase in yearly revenue growth
for certified partners using integrated training and certification.
MediaDefined will show how you can use integrated
certifications to help drive more revenue, increase lead-closure
rates, help better manage MDF, and manage entitlements in a
multitiered partner program.
Speakers: Teemu Kolehmainen, Dell, Inc.; Brett Strauss, Media
Defined; Bob Biess, salesforce.com
47
 Learn
Tracks & Sessions | Channels
Thursday, November 19
7:30 a.m. – 8:30 a.m. Esplanade 310
Building Loyalty Through Community
Level: Intermediate
Nothing sells like a loyal community. Join us to hear from
salesforce.com customers who have deployed Web 2.0 community
technologies such as Salesforce CRM’s content library and ideas
community, Force.com sites, and the partner locator across their
partner communities. Find out how they used these technologies
to create effective, timely feedback mechanisms and build stronger
relationships with their high-value partners.
Speakers: Mary Catherine Wilson, Dell, Inc.; Elliot Fliesler,
VMware, Inc.; Diana Tsao, VMware, Inc.; JC Whitfield, salesforce.com
11:30 a.m. – 12:30 p.m. Esplanade 310
Mixing Salesforce to Salesforce and Partner Portal
Technologies for Success
Level: Intermediate
Have you been trying to determine the best way to mix and
match your partner portal and Salesforce to Salesforce capabilities
to achieve your channel goals? Then come hear how customers
like Honeywell have been successful in using both technologies in
parallel to create a robust channel strategy.
Speakers: Terry Johnson, Honeywell International Inc.; Chris
Luvara, Intacct Corp.
1:30 p.m. – 2:30 p.m. Esplanade 310
Road Map: What’s Next for Salesforce CRM for Partners
Level: All
Love using Salesforce CRM for Partners? Ready to see what’s
next? No problem! This session highlights the product road map,
giving you a detailed view of what we’ve delivered over the past
year—and what’s still to come.
Speakers: Adi Kuruganti, salesforce.com; William Moxley, salesforce.com
48 The Cloud-Computing Event of the Year
2:45 p.m. – 3:45 p.m. South 104
Hands-On: Enabling Your Sales Channel with Salesforce
CRM for Partners
Level: Intermediate
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 for Partners so
you can manage, track, and forecast direct and indirect business.
Friday, November 20
9:00 a.m. – 10:00 a.m. Esplanade 310
Transforming Vision into Reality: Make the Most of Your
Partner Deployment
Level: All
Looking for efficiency and effectiveness? Join us to learn how
Avaya implemented Salesforce CRM for Partners across its
global enterprise. Find out what structures were put in place to
accomplish this goal, and leave with innovative best practices to
drive your deployment. Learn the importance of defining a vision,
managing scope and expectations, and successfully executing a
global high-touch, channel-centric deployment.
Speakers: Zoe Peterson, Avaya Inc.; Susan Gausch, salesforce.com;
Beth Kaplan, salesforce.com
11:30 a.m. – 12:30 p.m. South 103
Hands-On: Connect with Your Partners Using Salesforce
to Salesforce
Level: Intermediate
Would you like to instantly connect and exchange data with
partners via Salesforce CRM? Learn how Salesforce to Salesforce
can help you securely and easily share data with another company
that is also using Salesforce CRM. This hands-on session shows
how to use real-time collaboration to gain visibility into critical
business data that spans multiple companies.

11:30 a.m. – 12:30 p. m. Esplanade 310
How Salesforce.com Uses Salesforce CRM for Partners
Level: All
Join us to see all the bells and whistles of our new external partner
Web site. Learn how we designed and rolled it out using Force.
com sites and the partner portal. You’ll get a taste of what’s
possible with Salesforce CRM for Partners and see a best practice
real-life example in our own partner site.
Speakers: Rob Wolf, LaunchDM; Reid Carlberg, Model Metrics
LLC; Leyla Seka, salesforce.com
Related Sessions by Track
Learn how to make your partners as successful as your best
reps with this session.
Managing Direct and Indirect Sales Seamlessly
Track: Sales Friday, November 20
Learn
Tracks & Sessions | Executive Insight
executive Insight
Track Description: This track is ideal for executives looking
to gain insight into the future of Salesforce CRM and cloud
computing. We’ve got experts and thought leaders ready to awe
and inspire!
Key Take-aways: Think your business strategy is airtight? We’ll
give you new ideas for operations, growth, and maintenance.
Hear from the experts how to maximize your investment and get
the most from every department using Salesforce CRM—then
network with peers to get even more ideas. Go home with tools
to implement these ideas right away to take your deployment to
the next level.
Wednesday, November 18
11:45 a.m. – 12:45 p.m. North 123
How to Boost User Adoption for Higher ROI
Level: All
The possibilities for how cloud computing can transform your
organization are profound. Achieving results in a complex, global
environment requires a strategy for gaining executive sponsorship,
sales management buy-in, and strong user adoption that goes
beyond traditional change management. Don’t underestimate the
impact user adoption can have on your business! Join Accenture
to learn the newest techniques, proven metrics, and steps you
can take to ensure your organization sees higher ROI from your
CRM investment.
Speakers: Bryan Berumen, Accenture; Steven McMann, Accenture
2:15 p.m. – 3:15 p.m. North 125
Accounting for Success: Streamlining Processes
with the Platform
Level: All
Every company, however big or small, and in any vertical, needs
to get the cash in as quickly as possible. To do that, processes
between sales and finance need to be slick, information needs to
be accurate, and data up to date. Debbie Ashton, product director
of CODA, will show you how CODA 2go, the first enterprise
49
 Learn
Tracks & Sessions | Executive Insight
accounting application built natively on the Force.com platform,
can save your teams time, money, and hassle with complete, free,
out-of-the box integration with the Salesforce CRM.
Speaker: Debbie Ashton, CODA
3:30 p.m. – 4:30 p.m. North 124
CIO Insider: How to Leverage Cloud Integration to
Turbocharge Salesforce CRM
Level: All
Want to get more value from your existing Salesforce CRM
investment and give your users instant access to all kinds of
data currently locked away in other systems? Now, you can!
Hear how CIOs use rapid cloud integration from Cast Iron
Systems to deliver a complete view of customers by connecting
Salesforce CRM with other critical cloud-based and on-premises
applications in just days while cutting costs, increasing customer
satisfaction, and building user adoption. Unleash Salesforce
CRM’s full potential today!
Speakers: Chandar Pattabhiram, Cast Iron Systems Inc.; Joe
Cardenas, Employers Direct Insurance Co.; Paul Chemmanoor, The
Corporate Executive Board; Paul Vine, salesforce.com
Thursday, November 19
11:30 a.m. – 12:30 p.m. West Mezzanine 270
Building and Managing a Sustainable Cloud Service
Level: All
Both startups and established technology companies are rolling
out cloud services at a rapid pace. Join KPMG to gain important
insight into the key business and operational issues cloud service
providers need to consider to successfully deliver cloud services.
We’ll look at customer management, pricing and operations,
revenue recognition, cloud-computing tax issues, compliance, risk
management, and more.
Speakers: Lynne DeVaughn, KPMG L.L.P.; Tom Lamoureux,
KPMG L.L.P.; Mark Lundin, KPMG L.L.P.; Gary Matuszak,
KPMG L.L.P.
50 The Cloud-Computing Event of the Year
11:30 a.m. – 12:30 p.m. North 123
Finding Your Way to Full Compliance: Automating
Channel Compliance
Level: All
Consistency in compliance is essential. Since the “Enron Era”
of 2001, charting your way to compliance has been a daunting,
costly, time intensive experience for organizations. From the
Sarbanes-Oxley Act to FCPA, these well-intentioned regulations
have come at a price. Welcome the cloud. Join representatives
from Bluewolf as they provide insight on delivering integrated
solutions to manage your company’s internal and channel
compliance with various regulatory bodies. From deal registration
to electronic signatures, hear real-life stories from enterprises that
are finding their way to compliance, providing a robust defense
against fraud and illegal transactions. Hear how to achieve full
compliance and the approach you can take to keep your CFO
safe and happy.
Speakers: Alp Kabatepe, Bluewolf; Greg Kaplan, Bluewolf; Jason
Lemkin, EchoSign, Inc.
1:30 p.m. – 2:30 p.m. North 130
The Next Step in Customer Care: Customer Collaboration
Level: All
As leaders in their respective industries, Cisco and salesforce.com
are pushing customer care to the next level by combining Unified
Customer Contact solutions with the Service Cloud. Join this
session to look at customer collaboration, the business drivers,
and how social media can impact the way companies provide
customer care.
Speaker: Ross Daniels, Cisco Systems Inc.
 Learn
Tracks & Sessions | Small Business

small Business Friday, November 20

10:15 a.m. – 11:15 a.m. North 123
Track Description: Are you a rapidly growing business with
Thinking Big: How Smart SMBs Are Beating Enterprises
under 100 employes? Would you like to scale your growth while Level: All
remaining efficient and nimble? This track will focus on how Economies of scale have traditionally given large enterprises the
salesforce.com can provide a foundation for growth. edge in business. Today, with cloud solutions like
salesforce.com and data-as-a-service solutions like Jigsaw,
Key Take-aways: Learn ways to use the cloud to market your SMBs can use the same services/technologies as the Fortune
products and services, integrate with external systems, and keep 500—without the baggage. Learn how Jigsaw and salesforce.com
everything humming. have enabled SMBs to think big and compete on equal footing
with enterprises.
Speakers: Tim Eades, Everyone.net, Inc.; Kevin Akeroyd, Jigsaw
Wednesday, November 18
4:45 p.m. – 5:45 p.m. Esplanade 300
A Conversation with Small Business Leaders
Level: Beginner
Join us for a conversation with three business leaders who will
share real-world examples of how they use Salesforce CRM to
manage their business. We’ll share best practices and tips and
tricks to get the most out of running your small business on
Salesforce CRM. Moderated by Tony Rodoni, area vice president
of our small business segment, this panel will provide insight
into how other organizations are using the application to provide
tangible benefits to their businesses.

Thursday, November 19
7:30 a.m. – 8:30 a.m. North 120
Connecting QuickBooks to Salesforce CRM
Level: Beginner
Why should you connect QuickBooks with salesforce.com, and
what options are available to you? This session will highlight both
product- and services-based businesses and will demonstrate the
most common scenarios for integration. You’ll learn the benefits
of integration between QuickBooks and salesforce.com, and see a
demonstration of the linkage from a user’s perspective.

51
 For more
information on IT Management for the Cloud
CA Solutions
• Manage the development of breakthrough applications
for managing
• Manage the rollout of Salesforce.com across the enterprise
your cloud visit
Booth 902. • Create a seamless user experience across SaaS and
on-premises systems

Today’s cloud-based services can create IT development and

management challenges, but CA, the largest independent IT
management software company, can help you.

Come to our booth and get the insight to how CA is partnering

with Salesforce.com to deliver IT management for the cloud.

Copyright © 2009 CA. All rights reserved. 200


TIP: Learn from the best and brightest! You’ll find
Salesforce.com’s top engineers in the Force.com Zone.
admin to appbuilder
Track Description: Did you know that as an admin, you already
have the skills and platform to create useful custom apps to make
your company more efficient? Join fellow admins as you learn
app-building techniques to help you—and your company—get
more out of Force.com and the Custom Cloud.
Wednesday, November 18
11:45 a.m. – 12:45 p.m. esplanade 309
Build Your First Custom App Using Your CRM Skills with
Clicks, Not Code
Level: Beginner
Do you want to build custom apps, but aren’t sure where to start?
Learn the basic concepts and find out how to build an app in
3 minutes. You’ll amaze yourself at how much you can build
without any code. This session will help you understand how the
same skills used to customize your CRM—including adding
custom objects and fields—can be applied to building useful
custom applications for your company.
2:15 p.m. – 3:15 p.m. South 104
Hands-On: Building Your First Force.com Platform
Application
Level: Beginner
You don’t need to be a programmer to build applications! Join us
to learn how to develop full-featured business applications that
extend your Salesforce CRM org using the building blocks of the
Force.com platform.
Thursday, November 19
11:30 a.m. – 12:30 p.m. Esplanade 308
Boost Your Career and Add Value to Your Company with
Custom Apps
Level: All
Find out how one admin helped his company run its entire
business in the cloud—and gave his career a boost! He built the
unique apps his company needed: an account regionalization
system, a proposal generator, an asset inventory tracker, a
Learn
Tracks & Sessions | Admin to AppBuilder
recruitment app, and more. Join an expert from Granicus to learn
how to use your existing skills and the Force.com platform to
benefit your company—and your career.
Speakers: Hank Thompson, Granicus Inc.; Sarah Franklin,
salesforce.com
2:45 p.m. – 3:45 p.m. Force.com Theatre
Admin Custom App Showcase
Level: All
Want to leverage your existing CRM skills to build custom
apps, but don’t know where to start? The Admin Custom App
Showcase demonstrates applications built by fellow admins and
gives you great ideas of apps to build—from HR to finance to
inventory to project management.
Speakers: Larry Hall, Cars.com; Shahin Moradian, Cars.com; Tom
Holcomb, Renewable Choice Energy; Melissa Elliott, Schumacher
Group; Sarah Franklin, salesforce.com
Friday, November 20
9:00 a.m. – 10: 00 a.m. Esplanade 308
Spice Up Your Apps with Logic and Custom User Interfaces
Level: Beginner
Want to take your apps to the next level? Adding business logic
and custom user interfaces are great ways to do just that. Learn
the basics of adding workflow, formulas, validations, and even
Force.com pages (Visualforce) to your apps.
Speaker: Sati Hillyer, salesforce.com
10:15 a.m. – 11:15 a.m. Force.com Theatre
Turn Spreadsheets into Custom Apps
Level: All
Want to build a custom app on Force.com in minutes, with just
a few clicks? If you have a spreadsheet with the data you need,
we have the tool for you! The free Cloud Converter from Model
Metrics turns spreadsheets for tasks such as project management,
billing, and expense reporting into Force.com apps.
Speakers: Reid Carlberg, Model Metrics; Sarah Franklin,
salesforce.com; Eric Stahl, salesforce.com
53
 Learn
Tracks & Sessions | Beginning Developers
beginning Developers
Track Description: Force.com is a complete platform for
application development and deployment in the cloud. Ready to
get involved? This track is for those new to the platform. Come
learn about Force.com and how to get started implementing
databases, business logic, user interfaces, Web services, and more.
All sessions are practical in nature, which means you’ll walk away
with tips, tricks, and tools you can put to immediate use.
Wednesday, November 18
11:45 a.m. – 12:45 p.m. Esplanade 303/305
Force.com: Platform State of the Union
Level: All
The annual Platform State of the Union provides an essential
update on the vision and direction of the Force.com platform.
Feature overviews, demos, and special guest presenters highlight
new Force.com technologies for developers. The session will also
provide an overview of all the developer activities happening
throughout Dreamforce.
Speakers: Dave Carroll, salesforce.com; Bulent Cinarkaya,
salesforce.com; Gregg Johnson, salesforce.com; Mary Scotton,
salesforce.com
2:15 p.m. – 3:15 p.m. Esplanade 303
Building Public Web Sites in the Cloud with Force.com Sites
Level: Beginner
Force.com sites lets you build and deploy public Web sites and
Web applications using Force.com. These Web sites can be
assigned domain names so you can run your own Web sites
on the platform. This session shows how to create a public
Web site, building on Force.com pages (Visualforce) for the
presentation layer. We’ll also look at page caching, security, and
user authentication.
Speaker: Bulent Cinarkaya, salesforce.com
54 The Cloud-Computing Event of the Year
3:30 p.m. – 4:30 p.m. Esplanade 303
Force.com in Action: Building an Application in Real Time
Level: Beginner
Get ready to take action! In 40 minutes, we’ll build a Force.com
application from scratch, live. Join us and experience the breadth
of the platform—from the database model to the user interface
and reporting. This session will give you a taste for the platform
and a basis from which to explore other features. The rest of the
time is reserved for questions and answers.
Speakers: David Van Puyvelde, salesforce.com; Mark Woodward,
salesforce.com
4:45 p.m. – 5:45 p.m. Esplanade 303
Building Application User Interfaces with Visualforce
Level: Beginner
Force.com can automatically generate user interfaces, but
sometimes you want to go a bit further. This session explores
Force.com pages (Visualforce), the component-based UI
framework that lets you build attractive, dynamic, reusable user
interfaces. It includes code walk-throughs, common use cases, a
little about Force.com code, and lots of pretty graphics!
Speaker: Andrew Waite, salesforce.com
4:45 p.m. – 5:45 p.m. South 104
Hands-On: An Introduction to Force.com Code (Apex)
Level: Intermediate
Ready to add more sophisticated logic and user interfaces to your
Salesforce CRM and Force.com platform apps? Then get hands-
on access to Force.com code (Apex), the world’s first cloud-
computing code. This session shows how to extend your apps
with Apex triggers and classes that run on salesforce.com servers.
Thursday, November 19
7:30 a.m. – 8:30 a.m. Esplanade 303
One Force.com Platform: Two Tools for Developing
Applications
Level: Beginner
You can develop applications for Force.com using the
Force.com IDE, an integrated development environment, or
using a Web-based configuration and coding environment

known as builder. This session provides a practical introduction to
the IDE and builder features of Force.com, showing you how to
code, run queries, access debug logs, and more.
Speaker: Ryan Brainard, salesforce.com
11:30 a.m. – 12:30 p.m. Esplanade 303
Constructing the Database for Your Applications
Level: Beginner
Force.com provides a powerful data persistence layer. It lets you
create database tables and adds a lot of features right out of the
box, such as triggers, relationships, default values, validation rules,
reporting, and search. This session covers how to create your first
database and use these features to easily build a rich application.
Speaker: Andrew Albert, salesforce.com
11:30 a.m. – 12:30 p.m. South 104
Hands-On: Introduction to Force.com Sites
Level: Intermediate
Learn how to extend your Salesforce CRM and Force.com
platform apps to the rest of the world with real-time Web sites.
Create a Web site using Force.com pages (Visualforce), and then
publish it online using Force.com sites.
1:30 p.m. – 2:30 p.m. Esplanade 303
Getting Started with Workflows and Approvals
Level: Beginner
Not all logic needs to be coded programmatically. Force.com’s
workflow and approvals engine lets you easily invoke tasks such
as email alerts, database updates, or messaging based on a set of
triggering events. This session demonstrates the platform’s basic
workflow capabilities, including approvals.
Speaker: Varadarajan Rajaram, salesforce.com
1:30 p.m. – 2:30 p.m. South 104
Hands-On: Introduction to Programmable User Interfaces
Note: This session is also offered on Friday at 11:30 a.m.
Level: Beginner
Are you ready to build any user interface for any device? Then get
your hands on Force.com pages (Visualforce)! Join us to learn the
exciting things you can do to radically alter the user interface of
Learn
Tracks & Sessions | Beginning Developers
your Salesforce CRM and Force.com platform apps. All that’s
needed is a little knowledge of XML and/or HTML and a
willingness to learn, learn, learn!
1:30 p.m. – 2:30 p.m. Esplanade 309
Securing Your Data and Applications
Level: Beginner
Securing access to your applications, data, and logic is a key part
of application development and systems configuration. This
security should not only protect data and logic from unauthorized
external access, but also from unauthorized internal access. Join
us for an in-depth session covering many of the security features
available to you, from IP restriction through database record
sharing.
Speaker: Peter Dapkus, salesforce.com
2:45 p.m. – 3:45 p.m. Esplanade 309
Basic Integration on Force.com: Web Services and More
Level: Beginner
When developing and deploying applications in the cloud, you
often need to integrate with other applications and services. This
session provides an overview and demonstration of the major
forms of integration: Web services (setting one up and calling an
existing service), HTTP-based interactions, Atom syndication
feeds, and email.
Speaker: Jesper Joergensen, salesforce.com
Friday, November 20
9:00 a.m. – 10: 00 a.m. Esplanade 303
Force.com Code for Business Logic, Triggers, and Controllers
Level: Beginner
Force.com code (Apex) is the Java-like code that executes
on the Force.com platform. It’s used to add business logic to
applications, write database triggers, and program controllers in
the user interface layer. This session introduces the code, its syntax,
and plenty of use cases.
Speaker: Ryan Spraetz, salesforce.com
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Tracks & Sessions | Beginning Developers

10:15 a.m. – 11:15 a.m. Esplanade 303
Creating Rich User Experiences Using Google Visualizations
and Adobe Flex
Level: Beginner
Imagine visualizing your own data using Google Maps or the
Google Visualization API, or providing an enhanced user
experience using the interactivity and visualization power of
Adobe Flex. This session explores these options, shows you how
to get started, and more. Fun!
Speakers: Jesse Lorenz, salesforce.com; Nick Simha, salesforce.com
11:30 a.m. – 12:30 p.m. Esplanade 303
How to Write Good Unit Tests in Force.com Code
Level: Beginner
Crafting good unit tests is an art, and one that must be mastered
before deploying to a production environment on Force.com.
In this session, we’ll explore the structure of unit tests, the code
scenarios that tests should cover, and properties and best practices
of well-written unit test suites.
Speaker: Jesse Lorenz, salesforce.com

10:15 a.m. – 11:15 a.m. South 104

Hands-On: Creating Wizards with Programmable TIP: Force.com “cheat sheets” make great gifts
for your coder friends! Get a free pack in the
User Interfaces Force.com Zone.
Level: Advanced
Enrich your app’s user experience with wizards. Combine
your knowledge of Force.com pages (Visualforce) markup and
controllers to create a user interface that allows stepwise data
entry. Learn how controllers are used to maintain state across
Force.com pages. Some programming experience with Force.com
code (Apex) is recommended.

11:30 a.m. – 12:30 p.m. South 104

Hands-On: Introduction to Programmable User Interfaces
(REPEAT)
Note: This session is also offered Thursday at 1:30 p.m.
Level: Beginner
Are you ready to build any user interface for any device? Then get
your hands on Force.com pages (Visualforce)! Join us to learn the
exciting things you can do to radically alter the user interface of
your Salesforce CRM and Force.com platform apps. All that’s
needed is a little knowledge of XML and/or HTML and a
willingness to learn, learn, learn!

56 The Cloud-Computing Event of the Year

 Learn
Tracks & Sessions | Advanced Developers

advanced developers you’ll want to learn about the new bulk API. This session will
focus on how to get the most data into or updated in the least
Track Description: Ready to polish your development amount of time with high-fidelity process management.
skills? Force.com provides a powerful, real-time development Speaker: Jesper Joergensen, salesforce.com
environment in the cloud. If you already have experience
developing on the Force.com platform, the sessions in this 3:30 p.m. – 4:30 p.m. Esplanade 309
track can show you how to extend your skill set with the latest Release with Zero Impact
technologies, tools, code samples, and integration methods. Level: Advanced
Ever wonder how salesforce.com performs seamless upgrades
every release with zero impact to customers? Become the
Wednesday, November 18 next salesforce.com by learning how to do the same with your
managed package. We’ll also unveil an exciting new feature
11:45 a.m. – 12:45 p.m. Esplanade 303/305
specifically for ISVs—you won’t want to miss it!
Force.com: Platform State of the Union
Speaker: Andrew Smith, salesforce.com
Level: All
The annual Platform State of the Union provides an essential
3:30 p.m. – 4:30 p.m. Esplanade 305
update on the vision and direction of the Force.com platform.
What’s New in Force.com Code
Feature overviews, demos, and special guest presenters highlight
Level: Advanced
new Force.com technologies for developers. The session will also
Learn how to use the newest features available in Force.com
provide an overview of all the developer activities happening
code (Apex). This session provides examples of how to use the
throughout Dreamforce.
latest features and gain insight into the best practices, common
Speakers: Dave Carroll, salesforce.com; Bulent Cinarkaya,
use cases, and practical use of each new feature. As a bonus, we’ll
salesforce.com; Gregg Johnson, salesforce.com; Mary Scotton,
also highlight what you can expect to see in upcoming releases of
salesforce.com
Force.com code.
2:15 p.m. – 3:15 p.m. Esplanade 305 Speaker: Taggart Matthiesen, salesforce.com
Deep Dive with the New Force.com Platform Technology
4:45 p.m. – 5:45 p.m. Esplanade 305
(Advanced)
Architecting in the Cloud: Building Enterprise Apps
Level: Advanced
That Scale
Take a deeper look into the new Force.com platform
Level: Advanced
enhancements to be announced at Dreamforce.
The Force.com platform is the fastest way to build reliable,
Speaker: Dave Carroll, salesforce.com
high-performance cloud applications. Enterprise applications
require massive scale in the number of users, amount of data, and
2:15 p.m. – 3:15 p.m. Esplanade 309
complexity of logic. In this session, you’ll learn what you need to
Got (lots of ) Data? New Bulk API for High-Volume
build and deploy applications that can handle millions of records
Data Loading
while keeping users from waiting around.
Level: Advanced
The Force.com Web services APIs have served as the cornerstone Speakers: Anshu Sharma, salesforce.com; Lexi Viripaeff,
salesforce.com
for integration with salesforce.com and for customizing CRM,
service, and support. As with other aspects of the Force.com
platform, the APIs are still evolving and being enhanced. If you
need to move hundreds of thousands or millions of records, either
for an initial load or as part of a regularly scheduled integration,

57
 Learn
Tracks & Sessions | Advanced Developers
Thursday, November 19
11:30 a.m. – 12:30 p.m. Esplanade 305
Building Force.com Apps with Adobe Flex/AIR
Level: Intermediate
Building applications on the Force.com platform with Adobe
Flex and AIR has evolved. If you’re a veteran Flex developer,
considering developing with Flex, or have never seen the ease and
power of developing amazing online and offline user experiences
using Flex and Force.com, this session is a must. Ryan Marples
will show how to take your Flex development to the next level
with some exciting new capabilities and integration options.
Speakers: James Ward, Adobe Systems; Nick Simha,
salesforce.com; Markus Spohn, salesforce.com
1:30 p.m. – 2:30 p.m. Esplanade 305
Best Practices for Force.com (Apex) Code: Lessons
from the Trenches
Level: Intermediate
You can use the Java-like Force.com code (Apex) to write custom,
robust business logic. Of course, there are key coding principles
and best practices that can help you write efficient, scalable code.
In this session, you’ll learn many of the best practices for writing
and designing Force.com code. Plus, hear a practical discussion
of the problems these practices address and see sample code that
illustrates how to implement the practices in your solutions.
Speaker: Andrew Albert, salesforce.com
2:45 p.m. – 3:45 p.m. Esplanade 305
Designing Your Apps for Commercial Success
Level: Advanced
Force.com provides a complete platform and infrastructure to
develop, run, and commercialize a cloud-based app. To architect
a great app, however, you need to create a great blueprint by
answering key questions about functionality (What editions
should it support? What features should it include?) and design
(Should it be a native app? Should it extend Salesforce CRM?).
Join us to learn how to answer these questions and how to apply
best practices when architecting on Force.com.
Speakers: Paul Deschenes, Advologix.com; Keith Nichols, Shaw
Industries Group; Sati Hillyer, salesforce.com
58 The Cloud-Computing Event of the Year
2:45 p.m. – 3:45 p.m. Esplanade 303
Ready to Ride the Google Wave?
Level: Advanced
Be prepared for the next big thing from Google. Google Wave
aims to redefine how we collaborate and communicate on the
Internet. This session explains how to embed Wave technology
to implement collaboration in your Force.com applications. We’ll
also look at how to leverage your business logic and data inside
Wave using “Robots.” Join us and learn how to stay ahead of
the innovation curve by connecting the two most successful and
innovative cloud-computing companies on the planet.
Speakers: Dave Carroll, salesforce.com; Quinton Wall, salesforce.com
Friday, November 20
9:00 a.m. – 10: 00 a.m. Esplanade 305
Building Facebook Apps on the Force.com Platform
Level: Advanced
Social networking is an important part of the Internet landscape.
As the largest social networking application in the world,
Facebook is a great vehicle for communicating with existing
customers, finding new customers, and gaining new audiences
for your application. In this session, we’ll create a Facebook app
from start to finish using the Force.com Toolkit for Facebook.
Learn how to connect Facebook users to portal users, set up the
“plumbing” to bring your app to the Facebook platform, and
understand key data and security considerations.
Speaker: Chris Hemphill, salesforce.com
9:00 a.m. – 10:00 a.m. South 104
Hands-On: Combining Force.com with the Adobe Flash
Platform
Level: Intermediate
Get hands-on with the latest Force.com platform technology.
Learn how to bring the power of two development platforms—
Force.com and Adobe Flash—to your projects!

10:15 a.m. – 11:15 a.m. Esplanade 305
Mobile CRM and Beyond: Building Mobile Apps on
Force.com
Level: Intermediate
Learn how to design, develop, and deploy mobile apps
for Salesforce CRM and for custom apps built on the
Force.com platform. This session will explain how to leverage
salesforce.com’s mobile client by using the mobile administration
and configuration screens in Salesforce CRM. Plus, you’ll gain
insight about using Force.com pages (Visualforce) to develop
custom apps that seamlessly interoperate with salesforce.com’s
mobile client.
Speakers: Pierpaolo Bergamo, salesforce.com; Michael Kreaden,
salesforce.com; Jason McDowall, salesforce.com
11:30 a.m. – 12:30 p.m. Esplanade 305
Architecting in the Cloud: Choosing the Right Technologies
for Your Solution
Level: Intermediate
It’s been said that when the only tool you have is a hammer,
the whole world looks like a nail. This session will compare and
contrast different approaches to architecting and implementing a
Force.com application. As the Force.com platform evolves, more
features provide various ways to get the job done, some more
appropriate than others based on use case. Don’t let your world
become a nail—come and expand your toolbox of tips and skills.
Speakers: Glenn Weinstein, Appirio, Inc.; Rick Cummings, Idearc
Media LLC
TIP: Don’t miss the Force.com Developer
Hackathon on Wednesday at 5:45 p.m. in
the Force.com Zone.
Learn
Tracks & Sessions | Advanced Developers / IT Executives
it executives
Track Description: Cloud computing provides a faster, less-
expensive alternative for application development. This track is
for IT managers and executives looking to understand how cloud
computing has fundamentally changed enterprise computing
by offering a new standard for speed of development, TCO,
predictability, and flexibility. Learn how building and running
business applications on the Force.com platform can supercharge
your IT portfolio.
Key Take-aways: Turn your IT department into a force for rapid
innovation with in-depth sessions and discussions with top IT
thought leaders. Rapid application development, building the
business case for projects, security tips, integration tricks, and
effective change management: We’ve got all that and more. Hear
from innovative IT experts and gain insight into how to use
the Force.com platform to expand your IT capacity. You’ll also
network with IT peers to learn how to make the cloud a game
changer for your company.
IT Executives track brought to you by
Accelerating the adoption of
the cloud
Wednesday, November 18
11:45 a.m. – 12:45 p.m. North 120
Cloudsourcing: The Next Phase of Cloud Computing
Level: All
Cloudsourcing combines traditional outsourcing with the
tangible benefits of cloud computing, giving organizations a way
to lower IT costs while establishing a better-integrated, more
elastic foundation for their businesses. Join Appirio to learn
how this next phase in cloud computing can (and will) affect
your business and how forward-looking enterprises can use
cloudsourcing today to drive better business results.
Speaker: Chris Barbin, Appirio, Inc.
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Tracks & Sessions | IT Executives
11:45 a.m. – 12:45 p.m. Esplanade 300
Defining the Cloud: Gartner Explains What the Cloud Means
for Enterprise IT
Level: All
The cloud is transforming enterprise IT by redefining enterprise
strategy, architecture, and custom application development. Come
hear Yefim Natis, vice president and Gartner distinguished analyst,
explain these trends. Natis is the primary author of several relevant
Gartner Magic Quadrants and the “Who’s Who in Application
Platforms for Cloud Computing” as well as an expert in enterprise
software infrastructure, application servers, platform suites, and
integration middleware. In this session, Natis will highlight key
platform vendors and how the cloud fits into their IT strategy.
Speaker: Yefim Natis, Gartner, Inc.
2:15 p.m. – 3:15 p.m. Esplanade 307
Build Apps 5 Times Faster with Force.com
Level: All
App building at warp speed? Join us to learn how to easily build
and deploy powerful applications using the Force.com platform
for building, deploying, and managing cloud apps. And no, you
don’t have to be a programmer or developer to join the revolution:
Just point and click your way to this session.
Speaker: Mark Warren, 20/20 Communication, Inc.
3:30 p.m. – 4:30 p.m. Esplanade 307
What Applications Are Right for the Cloud?
Level: All
Choosing the right applications to build in the cloud is a critical
first step in the building process. Join us to learn about the many
types of applications other customers have built in the cloud and
pick up best practices for selecting your first application project.
Speaker: Lynette Hughes, British Columbia Lottery Corporation
4:45 p.m. – 5:45 p.m. Esplanade 307
Build the Business Case for Force.com: Prove the ROI and
TCO of the Cloud
Level: All
In today’s economy, no project can be approved without an
airtight business case. Come hear the latest research from IDC on
how to estimate the time and cost of building apps in the cloud
versus on-premises environments. Hear real-world examples
60 The Cloud-Computing Event of the Year
from actual customers, review three-year total cost of ownership
models, and see how the cloud can speed up development time
across every stage of your application development project.
Speakers: Stephen Hendrick, IDC Global; Ian Gotts, Nimbus
Partners Ltd.
4:45 p.m. – 5:45 p.m. North 125
Developing an ERP System in the Cloud
Level: All
See how Vetrazzo, a leader in green building products, developed
a fully functioning ERP system (including inventory and order
management, production planning, and forecasting) on the
Force.com platform in less than 6 months, with limited company
resources and only a consulting developer and a project manager.
This session covers the development process, demonstrates the
capabilities implemented, and discusses lessons learned during
the development.
Speakers: David Claiborne, The Claiborne Company; Carrie
Lande, Vetrazzo, LLC; James Sheppard, Vetrazzo, LLC
Thursday, November 19
7:30 a.m. – 8:30 a.m. Esplanade 307
Running IT in the Cloud
Level: All
We’ve been there, done that. Come learn about salesforce.com’s
IT success in leveraging the Force.com platform, integrating the
back office, supporting a global enterprise, and managing the IT
portfolio and ecosystem in the cloud.
Speakers: Russ Nelson, salesforce.com; Jeff Smits, salesforce.com;
Kirsten Wolberg, salesforce.com
11:30 a.m. – 12:30 p.m. Esplanade 307
Security in the Cloud: Protecting Your Business
with the Cloud
Level: Intermediate
There is no finish line to building the right security, and our
customers’ security is the foundation of success. Join this hard-
hitting session to learn best practices for ensuring data integrity
and systems security in your organization.
Speaker: Jim Cavalieri, salesforce.com

TIP: Attend Thursday’s
Birds-of-a-Feather Lunch by Vertical
North Hall D, 12:30–1:30 p.m.
11:30 a.m. – 12:30 p.m. North 125
Using the Cloud Delivery Factory to Improve
Business Performance
Level: All
Is your IT application backlog too backlogged? Does your
application portfolio have more applications than you have
employees? Do you need to lower your IT budget and still do more
with less? Learn how Accenture’s industrialized cloud delivery
factory can propel you into the cloud faster and more cost-effectively
using four key steps. Find out how rationalizing, re-platforming, or
migrating your applications or backlog to the Custom Cloud can
make a enormous impact on your business today.
Speakers: Brandi Rajski, Accenture; Luke von Schreiber, Accenture
1:30 p.m. – 2:30 p.m. Esplanade 307
Bring Your Application Projects to Life: Release Management
with Force.com
Level: Intermediate
Learn how to automate the process of moving from development
to production environments. We’ll focus on development
lifecycle management, packaging and code promotion, and
sandbox migration. Hear best practices for managing multiple
development environments, packaging applications, and moving
to production. Plus, learn how new Force.com technologies
expedite and simplify the release management process.
Speakers: David Brooks, salesforce.com; Mindy Lieberman,
salesforce.com; Jon Plax, salesforce.com
1:30 p.m. – 2:30 p.m. West Mezzanine 250
Building Your Global Cloud Strategy for Competitive
Breakthroughs
Level: All
Is your organization evaluating a full-scale enterprise rollout of
cloud computing? This session will walk through the elements
needed for a robust cloud strategy—and the road map to get your
organization there. You will learn best practice methodologies,
approaches, and lessons learned from IBM’s global experience
in implementing cloud strategies at some of the most complex
organizations in the world. The session will also cover corporate
governance and risk mitigation strategies that all companies need
to consider before they begin.
Learn
Tracks & Sessions | IT Executives
1:30 p.m. – 2:30 p.m. North 132
Cloud-Based E-commerce
Level: All
E-commerce based on the Force.com platform is now a reality.
Hear how LI-COR Biosciences improved the e-commerce
capabilities of its legacy Web site to capture increased market
share for consumables and create a mechanism to up-sell
and cross-sell. Then learn how EDL Consulting deployed
CloudCraze, the first e-commerce app developed natively on
Force.com, to create a flexible, infinitely scalable e-commerce
solution for LI-COR.
Speakers: Brian Gillespie, EDL Consulting, LLC; Sean Harrison,
LI-COR, Inc.
1:30 p.m. – 2:30 p.m. North 125
IT Management from the Cloud
Level: All
Today’s cloud-based services address a wide range of IT
development and management challenges. Everything, in fact,
from managing the development of breakthrough apps or the
rollout of salesforce.com across the enterprise to providing single
sign-on for a panoply of cloud-based and on-premises systems.
Join this session to hear how CA, the largest independent IT
management software company, is partnering with salesforce.com
to deliver IT management from the cloud.
1:30 p.m. – 2:30 p.m. North 120
The Integration Cloud: The Foundation for SaaS Success
Level: All
Integration is often cited as the top challenge to adoption of
cloud-based applications. Join Informatica for an interactive
presentation with best practices from CIOs and system
integrators who have turned integration into an opportunity
for SaaS growth and success. Find out what to look for in a
cloud integration solution and ensure you’re building your cloud
strategy on the right foundation.
Speakers: Tony Young, Informatica; Mark Silber, Qualcomm Inc.;
Stephen Brown, Telegraph Media Group Limited; Jeff Kaplan,
THINKStrategies
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Tracks & Sessions | IT Executives

2:45 p.m. – 3:45 p.m. Esplanade 307
CIO Roundtable
Level: All
Join us for a discussion with top IT thought leaders about
maximizing the value of the Force.com 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.
Speakers: Belinda Rodman, Advent Software Inc.; Daniel Flax,
Cowen and Company, LLC.; Doug Menefee, Schumacher Group;
Jane Moran, Thomom Reuters Markets; Kirsten Wolberg,
salesforce.com
2:45 p.m. – 3:45 p.m. North 125
Mobile Roundtable: Success Stories from the Trenches
Level: All
Join us to hear invaluable lessons from highly successful customers
who took their companies mobile using Salesforce CRM and
AT&T’s mobility solutions. Find out what worked brilliantly
(and not so brilliantly), and how you can experience the same
productivity gains, reduced costs, and increased adoption. It’s real
advice from real mobile customers you won’t want to miss!
Speakers: Mandy Pearson, Ameritox LTD; Will Stacy, Santander
Consumer USA; Kevin Buttrey, Shaw Hospitality Group; Jim
Malloy, Unitek Miyachi Corporation; Ethan Alexander,
salesforce.com; Timothy Finkbeiner, salesforce.com
10:15 a.m. – 11:15 a.m. Esplanade 307
IT Success with Agile Development Processes
Level: All
Agility rules! This session shows you how salesforce.com’s
SCRUM process lets us deliver rapid innovation in record time.
Walk away with the know-how you need to use this development
methodology to accelerate your IT project success.
Speakers: Nicola Dourambeis, salesforce.com; Steve Greene,
salesforce.com; Kirsten Wolberg, salesforce.com
11:30 a.m. – 12:30 p.m. Esplanade 307
Integrate Force.com with the Rest of Your Environment:
Integration Best Practices
Level: Intermediate
Integration should be the least of your implementation
challenges. This session will explain how the Force.com platform
lets you integrate with your back-office and ERP applications
using Web services and repeatable design patterns. Hear real-life
examples of IT success in integrating Force.com applications
with ERP solutions such as Oracle and SAP.
Speakers: Mike Bene, Advent Software Inc.; Luke Leonhard,
Brady Corporation; Michael Venturelli, Thomson Reuters Markets

Friday, November 20
9:00 a.m. – 10:00 a.m. Esplanade 307
7 Steps to a Successful Enterprise Architecture with the Cloud
Level: Intermediate
How can you insert the cloud into your enterprise architecture to
reduce costs while increasing strategic agility? Join us for practical
lessons on how to effectively evolve your IT architecture to take
advantage of key cloud design principles and see road maps from
those who’ve successfully done it before.
Speakers: Doug Menefee, Schumacher Group; Yeuk Yuan,
salesforce.com

62 The Cloud-Computing Event of the Year


Backstage Pass
Track Description: Tech folks unite! This track will provide
unique insights into the Force.com platform—delivered by some
of the top architects, engineers, and leaders in salesforce.com’s
platform group. You’ll learn about the underlying infrastructure,
the application architecture, and the complete development
process.
Key Take-aways: Hold on to your hats! This track features
nonstop best practices, tips, and techniques to give you the
deepest insight into how the platform works behind the scenes.
This is your chance to interact with salesforce.com’s development
teams and pick up the latest-and-greatest best practices for
enterprise development on Force.com.
Wednesday, November 18
2:15 p.m. – 3:15 p.m. Esplanade 308
A Look Inside the Force.com Infrastructure
Level: All
This session will provide a peek inside the technical operations
team, processes, and technologies that run the Force.com global
infrastructure. We’ll cover the architecture and best practices that
ensure a highly available and scalable platform that delivers more
than 200 million page views per day.
Speaker: Claus Moldt, salesforce.com
Thursday, November 19
11:30 a.m. – 12:30 p.m. Esplanade 309
Behind the Scenes: Salesforce.com Chief Technology Officer
on Cloud Architecture
Level: Intermediate
For more than 10 years, salesforce.com has been innovating in
multitenant cloud-computing architectures. In this session, our
Chief Technology Officer will give you a behind-the-scenes look
at how the Force.com platform represents a new standard for
enterprise application development.
Speaker: Craig Weissman, salesforce.com
Learn
Tracks & Sessions | Backstage Pass
1:30 p.m. – 2:30 p.m. Force.com Theatre
Behind the Scenes: Lessons Learned Building Our Own
Force.com Sites
Level: Intermediate
Learn about some of salesforce.com’s public sites built on top of
Force.com, such as the partner portal, Developer Force, and the
AppExchange. In this session, the app development teams will
discuss how they constructed the apps and what challenges they
encountered along the way, and then answer audience questions.
Speakers: Bulent Cinarkaya, salesforce.com; Ryan Ellis,
salesforce.com; Jon Mountjoy, salesforce.com; Ed Park, salesforce.com
Friday, November 20
9:00 a.m. – 10:00 a.m. Force.com Theatre
Behind the Scenes at Salesforce.com: Delivering 3 Major
Releases a Year
Level: All
What does it take to consistently deploy major releases to more
than 1.5 million users several times a year? Back by popular
demand, this session introduces the salesforce.com R&D team
responsible for the internal agile development programs and
processes that delight end users with hundreds of new features
every year with amazing predictability. We’ll take a look at how
salesforce.com applies the SCRUM, XP, and agile methodologies,
principles, and tools to support their product development cycles.
Speakers: Eric Bezar, salesforce.com; Chris Fry, salesforce.com; Steve
Greene, salesforce.com; Rajani Ramanathan, salesforce.com; Jason
Winters, salesforce.com; Brian Zotter, salesforce.com
11:30 a.m. – 12:30 p.m. Esplanade 309
Meet the Force.com Platform Development Team
Level: All
This Q&A panel will give you the opportunity to meet the core
architects and development engineers who built the Force.com
platform. Come prepared with your toughest technical questions
and see if you can stump the panel!
Speakers: Doug Chasman, salesforce.com; Kedar Doshi,
salesforce.com; Simon Fell, salesforce.com; Mark Fischer,
salesforce.com; Chris Fry, salesforce.com; Steven Tamm,
salesforce.com; Simon Wong, salesforce.com
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Tracks & Sessions | Partner Success
partner success
Track Description: There’s never been a better time to build
a business in the cloud! Salesforce.com helps partners develop,
deploy, and market commercial applications quickly and
profitably around technologies like Force.com. This track shows
you how to translate your innovation into a real revenue stream,
covering key building blocks such as business planning, fund-
raising, distribution options, sales and marketing best practices,
legal advice, and more.
Key Take-aways: This action-packed track gives you the inside
scoop on program and product updates to accelerate your
business. Learn about salesforce.com’s partner programs and
benefits, then meet fellow entrepreneurs, VCs, industry leaders,
and salesforce.com partner teams. You’ll leave with a briefcase
full of best practices from experts including top partners and
entrepreneurs.
Wednesday, November 18
11:45 a.m. – 12:45 p.m. Esplanade 308
Consulting in the Cloud: Salesforce.com’s Consulting
Partner Program
Level: All
Cloud computing is transforming the way your customers think
about IT investments and run their businesses. But what makes
it different from traditional application development? And how
can you take advantage of this huge market opportunity? Learn
how partnering with salesforce.com will give you a proven path to
success and a blueprint for delivering cloud solutions.
Speakers: Adam Caplan, Model Metrics; Mark Trang, salesforce.com
64 The Cloud-Computing Event of the Year
11:45 a.m. – 12:45 p.m. Force.com Theatre
The Fastest Path to the Cloud: Salesforce.com’s ISV
Partner Program
Level: All
Build your cloud company on the same technologies that power
salesforce.com’s applications: the Force.com platform. Come
hear an overview of the salesforce.com ISV Partner Program,
including technology resources and the go-to-market advantages
of joining the world’s largest cloud-computing ISV ecosystem.
Speakers: Sam Mukherjee, ServiceMax, Inc.; Indrajit Sen,
salesforce.com
2:15 p.m. – 3:15 p.m. Force.com Theatre
7 Secrets of Cloud Startup Success
Level: All
So you want to start a cloud company, but don’t know how to
begin? Running a company in the cloud isn’t like running a
traditional software company. How do you take advantage of the
cloud model to effectively build your business? Join us to learn
how salesforce.com successfully pioneered cloud computing, and
take home valuable tools and ideas to apply to your own company.
Speakers: Ted Elliott, Jobscience Inc.; Mark Trang, salesforce.com
3:30 p.m. – 4:30 p.m. Force.com Theatre
From Garage to Glory: Insider Tips and Techniques
from Top ISV Partners
Level: All
Build a killer app around salesforce.com technologies. Market
to customers on the AppExchange. Generate real revenues and
grow your business. Intrigued? Join us to learn from a panel of
top developers and partners who have done all three. They’ll
share their stories and secrets of building a cloud company as a
salesforce.com partner.
Speakers: Kirk Krappe, Apttus; Glenn Wilson, CRMFusion Inc.;
Jeremy Roche, FinancialForce.com; Bob Morrell, Riskonnect, Inc.;
Christopher Cabrera, Xactly Corporation; Jaywant Rao,
salesforce.com

4:45 p.m. – 5:45 p.m. Esplanade 309
Cloudonomics 101: Creating a Financial Plan for Your
Force.com Business
Level: All
Looking to build a business plan for your cloud company, but
don’t know how to create the right financial model? This session
features best practices and actionable tips from cloud finance
experts and investors on what financial metrics matter—and
how they affect your business plan, ability to raise capital, and
long-term profitability.
Speakers: Philippe Botteri, Bessemer Venture Partners; Byron
Deeter, Bessemer Venture Partners; Mark Trang, salesforce.com
Thursday, November 19
7:30 a.m. – 8:30 a.m. Force.com Theatre
Maximize Your Revenues: Market and Deliver Your Solutions
on the AppExchange
Level: All
Plug into the largest marketplace for cloud-computing apps in
the world! Join us to learn how to accelerate the distribution
of your cloud applications and services to the world’s largest
ecosystem of customers via the AppExchange. This session
will cover best practices for publishing solutions and growing a
business on the AppExchange.
Speakers: Gretchen DeKnikker, Genius.com, Inc.; Pelin Wood,
InsideView; David Dahlberg, Model Metrics Inc.
11:30 a.m. – 12:30 p.m. Force.com Theatre
Market Like Salesforce.com: Best Practices and Tools
for Partners
Level: All
Building a killer app or service isn’t enough to be successful in
the cloud. You also need to build awareness and demand for your
solutions. Hear directly from salesforce.com’s marketing teams as
they share the latest tools and strategies to help you deliver the
right message to the right audience to drive a fantastic pipeline.
Speaker: Monica Norton, salesforce.com
Learn
Tracks & Sessions | Partner Success
1:30 p.m. – 2:30 p.m. Esplanade 308
Sell Like Salesforce.com: Tools and Best Practices for Partners
Level: All
Building an innovative app or service isn’t enough to be
successful in the cloud. You also need to sell. Hear directly from
salesforce.com’s sales productivity teams as they share the latest
tools and strategies to help you compete better, win more deals,
and generate more revenue.
Friday, November 20
9:00 a.m. – 10: 00 a.m. Esplanade 309
Salesforce.com’s Platform Vision: A Sneak Peek for
Commercial Partners
Level: All
Understanding the changes and enhancements we’re making to
Force.com is critical to your success as a partner and developer. Join
salesforce.com’s platform product team as they cover major planned
initiatives and the enhancements that lie ahead for Force.com.
Speaker: David Brooks, salesforce.com
10:15 a.m. – 11:15 a.m. Esplanade 309
From the Front Line: Secrets to Success from Top
Consulting Partners
Level: All
Ready to deliver innovative solutions to customers while growing
a services business using the cloud-computing model? No
problem! Join us to learn from a panel of top consulting firms
that have evolved from traditional systems integrators to leaders
that are helping to transform our industry to cloud computing.
Speakers: Josh Holtzmand, American Data Company; Mike
Epner, Appirio, Inc.; Greg Kaplan, Bluewolf; Kim Peterson,
Deloitte Consulting LLP; Martin Moran, salesforce.com
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Tracks & Sessions | Financial Services
financial Services
Track Description: The financial services industry has never been
more ripe for change. Dreamforce provides a forum to discuss
how cloud-computing technologies will enable the innovation
and transformation the industry needs.
Key Take-aways: Meet financial services colleagues who share
similar challenges and are forging solutions with Salesforce
CRM and Force.com. Discuss industry best practices,
differentiation strategies, and fresh ideas about how to leverage
your salesforce.com investment to win more deals, retain and
delight customers, and streamline your business in the cloud.
Wednesday, November 18
11:45 a.m. – 12:45 p.m. West Mezzanine 254
Breaking the Mold: Transform the Customer Service
Experience in the Cloud
Level: All
Innovative financial services companies of all sizes and stripes
leverage cloud computing to improve service across channels.
We’ll discuss how call center solutions, embedded CTI, Web sites
and portals, a knowledge base, and social media integration are
raising the bar for customer service.
Speaker: Shreyas Shah, TD AMERITRADE Retail
2:15 p.m. – 3:15 p.m. West Mezzanine 254
Improving Carrier-Agency Interaction in the Cloud
Level: All
Insurance companies across P&C, life, annuity, and health are
getting closer to their intermediaries with the real-time cloud.
Join this session to hear how they’re leveraging salesforce.com
to drive and measure channel success. Even if your distribution
channel is captive, you’re bound to gain new insights about using
CRM and PRM tools to better manage agencies and producers.
Speakers: Lynn Faherty, Hartford P&C; Deborah Sternberg,
Starmount Life Insurance Company, Inc.; Dan Hickey, salesforce.com
66 The Cloud-Computing Event of the Year
4:45 p.m. – 5:45 p.m. West Mezzanine 254
Banking on the Power of the Cloud
Level: All
Hear how commercial and retail banks of all sizes—from regional
institutions to community banks—are using Salesforce CRM
and the Force.com platform to improve customer service, reduce
infrastructure costs, and improve cross- and up-sell capabilities.
Speakers: Gary Pepera, Citizens Bank of Rhode Island; Rick Davis,
SunTrust Banks Inc.; Chris Carlisle, TD Bank
4:45 p.m. – 5:45 p.m. North 123
Insurance User Group: Happy Birthday!
Level: All
We’re marking the first anniversary of the virtual user group
launch with a live meeting! Even if you haven’t attended the
quarterly virtual meetings, come network with your peers and
discuss what you’d like to get out of the group as it enters its
second year. Hear customer speakers from AIG, Delta Dental,
and Liberty Mutual. Plus, learn how salesforce.com’s Peter Coffee
thinks “platform as a service” is revolutionizing the design and
deployment of enterprise software. Share salesforce.com’s vision
for the Custom Cloud!
Speakers: James Ryan, American International Underwriters Corp.;
Kevin Edelmann, Delta Dental Plan Of Michigan; Dora Abbatine,
Liberty Mutual Insurance Company; Peter Coffee, salesforce.com
4:45 p.m. – 5:45 p.m. West Mezzanine 250
Transforming Capital Markets: How Force.com Is Changing
the Game
Level: All
Innovation station! See examples of custom applications built
in the cloud by capital markets customers: research distribution
portals, fund-raising applications, and investor relationship
portals. Even if you’re not in capital markets, this is a session to
see!
Speakers: Kent Larson, Macquarie BFS; Bill Santo, SMH Capital,
LLC

Thursday, November 19
7:30 a.m. – 8:30 a.m. North 123
Unleash The Power of Integration: Data Aggregation
Drives Value
Level: All
We all know that users want all the data they need at their
fingertips. In this session, learn how integrating third-party and
back-office systems to bring more data into your Salesforce
CRM applications can improve workflows, business intelligence,
and drive more informed and streamlined decision-making.
Speakers: Julie Cataudella, Deutsche Bank Brokerage Corp.; Adam
Sokolic, National Retirement Partners; Robert Linz, ThinkTech, Inc.
11:30 a.m. – 12:30 p.m. North 120
How the SaaS Revolution Is Improving Insurance
Distribution
Level: Advanced
Insurance companies are focused on transforming and improving
their distribution channels. For those impatient for results,
Salesforce CRM helps streamline sales processes and the delivery
of new capabilities to captive, independent, and direct sales
channels with a much lower up-front investment. Join Deloitte to
learn how to create the “model” insurance company and support it
with effective technology that the sales channels will embrace.
Speaker: John Peto, Deloitte
2:45 p.m. – 3:45 p.m. West Mezzanine 250
Cloud Innovation: Build Custom Insurance Applications
5X Faster at Half the Cost
Level: All
Want to check out the insurance companies that have taken
Force.com to a new level? Join this session to see examples of
complex insurance-specific apps built on the platform, such
as end-to-end claims management, and agency recruiting and
communications. Hear about the business cases that drove the
development of these apps. Anyone considering developing
financial services custom cloud applications shouldn’t miss this
session!
Speakers: Scott Capurso, MassMutual; Gareth Bridge, Sovereign
Ltd.; Deborah Kuklis, salesforce.com
Learn
Tracks & Sessions | Financial Services
Friday, November 20
9:00 a.m. – 10:00 a.m. West Mezzanine 250
Quickly Deploy Web 2.0 Sites and Portals for Customers
and Partners
Level: All
Where are your prospects, customers, and partners? On the
Internet. And we put you there. Learn how fully integrated,
real-time portals and Force.com sites harness the power of your
existing Salesforce CRM system to create a dynamic customer
experience and unified view for partners.
Speakers: Jonathan Snyder, Dreambuilder Investments LLC; John
Reagan, FICO
9:00 a.m. – 10:00 a.m. NORTH 125
Best Practices from the Buy Side
Level: All
Learn how buy-side firms like institutional investors, asset
managers, wholesalers, and funds of funds are leveraging cloud-
based solutions to manage prospecting and investor relations. Join
this session to hear buy-side tips for gaining real-time insight into
fund activity and streamlining reporting. You won’t want to
miss it!
Speakers: Nancy Beusekom, RiverSource Investments, LLC
10:15 a.m. – 11:15 a.m. North 124
The Producer Revolution: How Insurance Intermediaries
Leverage the Cloud
Level: All
Cloud computing has put the power of innovation into the hands
of everyone! Learn how Salesforce CRM and Force.com give you
purpose-built tools for your unique sales and service needs, and
how marketing tools leverage your agility as a broker or agency to
differentiate yourself.
Speakers: Eji Maxilom, Independent Career Agency; Roper
DeGarmo, Signature Personal Insurance; Erik Roll, Starr Marine
Agency NY; Erik Yewell, salesforce.com
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Tracks & Sessions | Healthcare & Life Sciences
healthcare & Life Sciences
Track Description: Want to know how your healthcare and life
sciences colleagues are using Salesforce CRM? Learn best practices
and see big ideas from customers that are using cloud computing
to increase innovation, drive sales, and provide better care.
Key Take-aways: Hear how other customers have used the Sales
Cloud, Service Cloud, and Custom Cloud to address challenges
in the healthcare and life sciences industries. Network with others
who are committed to improving health and wellness. Learn how
to help your organization do more with less.
Wednesday, November 18
11:45 a.m. – 12:45 p.m. West Mezzanine 250
Custom Cloud Innovation in Healthcare and Life Sciences
Level: All
Ready to broaden the scope of what you thought was possible
with the Force.com platform? Join us to see how innovative
healthcare and life sciences companies are building custom
applications that help them become more productive without
the high cost of traditional software development. Hear from
the experts what it takes to build the applications, and take away
valuable insights for your own development projects.
Speakers: Pamela Bowen, Crescent Healthcare Inc.; Chris
O’Connor, Genentech Inc.; Simon Church, salesforce.com
2:15 p.m. – 3:15 p.m. West Mezzanine 250
Improve the Health of Your Business by Becoming
Service-Oriented
Level: All
Think customer service in healthcare and life sciences is an
oxymoron? Think again! Learn how our customer panel of service
experts use the Service Cloud to make their organizations more
customer-centric. Take away tips that will help you delight your
customers, your compliance team, and your CFO.
Speaker: Jonathan Stern, Inverness Medical Innovations, Inc.
68 The Cloud-Computing Event of the Year
Thursday, November 19
7:30 a.m. – 8:30 a.m. West Mezzanine 250
No More Paper: Increase Profit and Innovation by Moving
Processes to the Cloud
Level: All
Drowning in paper? You aren’t alone. Healthcare and life sciences
organizations are notorious for saving lives and killing trees.
Manual processes are costly, error-prone, and inefficient. This
session shows how you can move those paper-based processes to
the cloud.
Speakers: Ryan Smith, Cigna Dental Companies; Vicky Romero,
Schumacher Group; Michael Lopez, salesforce.com
Friday, November 20
10:15 a.m. – 11:15 a.m. West Mezzanine 270
Managing by the Metrics: Moving Your Organization from
Art to Science
Level: All
Your organization doesn’t guess when it comes to delivering
life-saving products and treatments—so why does it guess when
it comes to key performance indicators (KPIs)? Our panel of
reporting and dashboarding scientists share best practices for
using custom objects and analytics to measure all aspects of
their businesses, including tough-to-track areas like outcomes,
compliance, and satisfaction. Learn practical techniques and change
management tips for taking the guesswork out of your business.
Speakers: Paul Stevenson, AMERIGROUP Corporation; Robert
Bennett, Family Service Agency of San Francisco; Don Lamping,
Zimmer; Glenn Braunstein, salesforce.com
11:30 a.m. – 12:30 p.m. North 123
The Doctor Will See You Now: Maximizing Influence
with Physicians
Level: All
Do physicians influence your biopharma, medical device, or
services business? Wouldn’t it be nice if your products and
services were part of the doctor’s orders? Learn how healthcare
and life sciences companies are using the Sales Cloud to manage
physician relationships, track influence, and measure results.
Speakers: Brian Borchardt, Scott and White Memorial Hospital and
Scott, Sherwood, and Brindley Foundation; Tom Arena, Carilion Health
System; Tara Condon, Genzyme Biosurgery; Paul Thole, salesforce.com

media & communications
Track Description: This track features sessions, training, speakers,
and events for attendees from the media and communications
industries. We’ve got the latest industry news, strategies, and ideas
to get you thinking. Learn how you can use cloud computing to
win more business, keep more customers, and do more with less!
Key Take-aways: Learn how to use cloud computing to solve
your most pressing business challenges. Hear powerful new ideas
from industry thought leaders and salesforce.com experts—and
then put your plans into action with hands-on training.
Media & Communications track brought to you by
Bluewolf - Success Guaranteed.
Wednesday, November 18
11:45 a.m. – 12:45 p.m. West Mezzanine 270
Creating an Enterprise Cloud Strategy in Your
Media Company
Level: All
Hear how salesforce.com customers have created an enterprise
cloud-computing strategy for their companies. Some started on
the whiteboard, others started when multiple deployments were
consolidated. These customers have seen it all—and have lived to
talk about it!
Speakers: Eric A. Johnson, NBC Universal Inc.; Gregg Vivolo,
The New York Times Regional Newspaper Group; Alice Dobrow,
Time Inc.; Rob Innes, Time Inc.; Nick Riitano, salesforce.com
Learn
Tracks & Sessions | Media & Communications
4:45 p.m. – 5:45 p.m. West Mezzanine 270
Improving Bundling and Competitiveness in
Media & Communications
Level: All
Hear industry leaders discuss the strategies and technologies
they use to tackle the fundamentals, innovate faster than the
competition, use bundling effectively, and reduce subscriber
churn. And don’t forget to bring your questions!
Speakers: Mick Hegarty, BT Group PLC; Chad Rycenga, Charter
Communications Inc.; Katrina Conn, Datrain Media; Tony Beller,
salesforce.com
Thursday, November 19
7:30 a.m. – 8:30 a.m. North 124
Taking Your Cloud-Computing Implementation to
Phase 2 and Beyond
Level: Intermediate
Your first salesforce.com application is up and running
successfully. What’s next? Join this session to hear from
companies with tons of experience running cloud applications in
their businesses. You’ll hear how they built on their initial success,
took advantage of the skills and experience gained from their
investment of time and resources, and put governance in place
to ensure controlled growth. If you want to know how to move
forward with cloud computing in your company, this is a session
you won’t want to miss!
Speakers: Paul Eide, Sprint Nextel Corporation; Tara House Jaffe,
The New York Times Company; Mike Flint, salesforce.com
2:45 p.m. – 3:45 p.m. West Mezzanine 270
Rethinking Customer Service in the Media &
Communications Industry
Level: All
Some firms now handle traditional customer service in a new
way. In this session, learn how firms are innovating their customer
service programs and initiatives to better serve their customers
and become more competitive.
Speakers: Martin Marcinczyk, Comcast Cable Communications
Management LLC; Chris Stening, Easynet Connect & UK Online;
Arjen Berendsen, Easynet Global Services USA; Douglas Porter,
salesforce.com
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Tracks & Sessions | Media & Communications / High Tech
Friday, November 20
10:15 a.m. – 11:15 a.m. North 120
Energizing Your Deployment with Integration
Level: Intermediate
Salesforce.com is a game changer, but how do you link it to
your other systems? Join this session to learn what top media
and communications companies think is required for a phase 1
integration. You’ll also hear about their experiences in setting up
and delivering multiple-phase integration plans. Get tips from
the experts in your space!
Speakers: Karen Lee, Standard & Poor’s; Dave Weller, Thomson
Reuters Markets; Fred Kufner, salesforce.com
11:30 a.m. – 12:30 p.m. North 120
Custom Cloud Apps for the Media &
Communications Industry
Level: All
Build media and communications apps 5 times faster at half the
cost. Hear how custom cloud-computing apps are helping media
and communications firms become more agile and rapidly solve
critical business problems.
Speakers: Adam Pricer, Time Warner Cable; Eric Kintzer, Yahoo!;
Andrew Mastropietro, salesforce.com
70 The Cloud-Computing Event of the Year
High Tech
Track Description: Salesforce.com is a global standard for
high-tech companies, and in this track you’ll learn how leading
hardware, software, and semiconductor companies are leveraging
Salesforce CRM and the Force.com platform to achieve success
in the cloud.
Key Take-aways: Network with your high-tech peers and share
ideas: Gain insight to help you increase your momentum and
revenues with the Sales Cloud. Hear tips about how to engage
with and delight your customers in social media outlets or in your
call center with the Service Cloud. And learn how to transform
your organization by implementing best practices and using the
Force.com platform.
Wednesday, November 18
2:15 p.m. – 3:15 p.m. West Mezzanine 270
Getting It Right: The Keys for Successful
High-Tech Deployments
Level: All
Are requirements, change requests, and competing priorities
creating chaos for your team? High-tech companies know a
lot about technology, but when it comes to cross-functional
execution, sometimes they don’t know where to start. IT
management software solutions provider, CA will share how it
developed their best in class governance model. You will learn
tangible steps for how to create a successful, scalable model for
deployment and beyond.
Speakers: Irene Von Toussaint, CA; Andre Pimentel, CA
Thursday, November 19
7:30 a.m. – 8:30 a.m. North 125
Achieving a Global Transformation: Yes, It’s Possible!
Level: Beginner
Need to achieve global transformation in months, not years? Is
your organization changing priorities and players midstream?
If these scenarios sound familiar, this is your session. Join us to

learn how high-tech leaders from BMC Software and Seagate
Technology have achieved global transformations like these.
You’ll leave prepared to drive change in your company.
Speakers: Burke Butler, BMC Software, Inc.; Parijat Sharma,
Seagate Technology LLC; John Esposito, salesforce.com
Friday, November 20
9:00 a.m. – 10: 00 a.m. West Mezzanine 270
Salesforce for Semiconductors: Optimizing Design Wins
and Maximizing Throughput
Level: All
The complex semiconductor world is wrought with challenges,
but you can harness best practices to reap big rewards. In this
session, you’ll hear from experts and customers as they share real-
world experiences and provide recommendations, so you can start
making dramatic changes in your organization today.
Speakers: Cheryl O’Connor, Analog Devices, Inc.; Claudia
Innes, Fairchild Semiconductor Corporation; William Yam, Maxim
Integrated Products Inc.
10:15 a.m. – 11:15 a.m. West Mezzanine 250
Got KCS? Delivering a Knowledge-Centered Support Model
for High-Tech Customers
Level: All
Knowledge-centered support (KCS) has quickly become the
standard in high-tech service centers—but are you ready for it?
What does that mean for your customers and agents? Come
and learn how you can create and deliver a KCS-focused
support process to the delight of your customers and service
representatives.
Speakers: Todd Hathhorn, ACI Worldwide, Inc.; Chris Chatfield,
Qualcomm Inc.; Amanda Roberts, Stone Cobra; Russell Glover,
salesforce.com; Kevin Knickrehm, salesforce.com
Learn
Tracks & Sessions | High Tech / Professional Services
professional Services
Track Description: Want to know how your colleagues in
professional services and business services firms are using
Salesforce CRM and the Force.com platform? Learn best
practices and see big ideas from customers that are using cloud
computing to increase innovation, drive more business, and
deliver world-class services.
Key Take-aways: Hear how other firms in consulting, research,
staffing, business process outsourcing (BPO), and other business
and professional services have used the Sales Cloud, Service
Cloud, and Custom Cloud to transform their businesses.
Network with others who face the same challenges you do. You’ll
learn how to help your organization do more with less.
Thursday, November 19
7:30 a.m. – 8:30 a.m. West Mezzanine 254
Run Your Professional Services Business in the Cloud, Part I
Level: All
Now, you can run your entire professional services business in
the cloud. See how a leading services firm uses salesforce.com
and other cloud-computing solutions to nurture leads and drive
business development; connect sales opportunities, projects,
people, and financials; and support services functions with custom
applications for recruiting, HR, and more.
Speakers: Kirk Crenshaw, Appirio, Inc.; Mike Epner, Appirio,
Inc.; Glenn Weinstein, Appirio, Inc.; Adam Nichols, salesforce.com
11:30 a.m. – 12:30 p.m. North 124
Run Your Professional Services Business in the Cloud, Part II
Level: All
Traditional enterprise applications focus on inventory and
transactions, not the people and projects at the heart of a services
organization. In this session, a top-tier services organization will
show how managing services resource planning with Appirio’s PS
Enterprise product helped grow its business by getting the right
people on the right projects for successful delivery to customers.
Speaker: Narinder Singh, Appirio, Inc.
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Tracks & Sessions | Professional Services / Manufacturing & Retail
Friday, November 20
10:15 a.m. – 11:15 a.m. North 125
Beyond Sales: The Custom Cloud for Professional Services
Level: All
Think outside the box. Look beyond business development and
see how industry leaders are using custom Force.com applications
for non-conventional uses to drive innovation and collaboration
while lowering costs.
Speaker: Jeff Christofis, Kelly Services Inc.
11:30 a.m. – 12:30 p.m. North 125
Small Firms, Big Clients: Salesforce CRM As Your
Competitive Advantage
Level: All
Small businesses are using salesforce.com to beat competitors
many times their size and take down big clients on a global
scale. Come learn how savvy companies are leveraging Salesforce
CRM and portals to get closer to their big clients, transform
information-sharing and collaboration, and drive world-class
customer satisfaction.
Speakers: Russell Teague, Arsenal Security Group; Kenneth
Lopez, LawProspector + Animators at Law; Phil Walker, Phil Neal
Walker Law Corporation; David Ciccarelli, Voices.com
72 The Cloud-Computing Event of the Year
manufacturing & Retail
Track Description: Interested in knowing how other
manufacturers and retailers are managing their businesses
with Salesforce CRM? Stop by these sessions to hear how
other companies have addressed industry challenges with
cloud computing.
Key Take-aways: Learn tips and tricks for using the Sales Cloud,
Service Cloud, and Custom Cloud to drive efficiencies in your
manufacturing business and keep every customer returning to your
retail stores. Talk shop and network with people in your industry.
Thursday, November 19
7:30 a.m. – 8:30 a.m. West Mezzanine 270
Manufacturing Custom Clouds: Innovative Force.com
Applications for Manufacturing
Level: All
You know what you can make with metal, plastic, and paper. But
what about cloud? Join us to see how manufacturing companies
are developing custom cloud applications to drive more business
and improve profitability. Hear shop talk on how to get started
manufacturing in the cloud. Oh, the possibilities!
Speakers: Mike Murphy, Ashland; Valerie Roush, salesforce.com
Friday, November 20
9:00 a.m. – 10: 00 a.m. North 124
The World Is Flat: Managing Your Manufacturing Business
Across Multiple Sites
Level: All
Whether your company is a large international conglomerate or
a small regional manufacturer, your operations aren’t under the
same roof. Fortunately, all your data can be in the same cloud,
letting you manage your R&D, sales, and service efficiently. Learn
best practices for using cloud computing in a flat world.
Speakers: Keith Overbay, American Water Heater Company;
Herman Boyd, DuPont; Bryan Gross, Tyco Electronics; Kevin
Sherman, salesforce.com

Tracks & Sessions | Manufacturing & Retail / Nonprofits, Public Sector & Education
11:30 a.m. – 12:30 p.m. North 124
Secrets for Building Brand Loyalty with Cloud Computing
Level: All
Want to learn the secret of building your brand without breaking
the bank? Thinking about brand strategies that include sales,
marketing, service, and social media? Hear tips and tricks from
current customers about how they use cloud computing to polish
their brands and delight their customers. But shhh, keep the
insights to yourself!
Speakers: Cecile Hudon, Starbucks; Graham Clarke, salesforce
Learn
Nonprofits, Public Sector &
Education
Track Description: Calling all nonprofit, education, and
government professionals! This track will give you the skills and
knowledge you need for more effective constituent engagement,
community management, program delivery, and organizational
transparency. Learn how to harness the power of the Force.com
platform and Salesforce CRM to achieve your social mission.
Key Take-aways: Meet and network with nonprofit, education,
and public service professionals facing similar challenges to share
ideas and solutions, so you can optimize working in the cloud.
You’ll gain hands-on support and education on how to manage
your programs and outcomes using the latest and greatest
salesforce.com technologies.
Thursday, November 19
7:30 a.m. – 8:30 a.m. South 104
Hands-On: Getting the Most Out of the Salesforce CRM for
Nonprofit Starter Pack
Level: Beginner
You’ve got the Salesforce CRM for Nonprofit Starter Pack. Now
use it to make your organization more efficient and effective. In
this hands-on session, you’ll learn how the Nonprofit Starter
Pack works and how to extend it to meet your needs.
Speaker: Steve Andersen, salesforce.com
11:30 a.m. – 12:30 p.m. Esplanade 300
Social Innovation in the Cloud
Level: All
Whether you work with a nonprofit, education, or public service
organization, today you’re being asked to do more with less. Hear
how top social change heroes have taken the best of Salesforce
CRM to increase constituent engagement while using the power
of the Force.com platform to ensure program effectiveness and
transparency. From improving fund-raising strategies to tracking
stimulus funds to reporting on programs and impact, this is a
session you won’t want to miss.
Speakers: Chris Sarette, Invisible Children Inc.; James Bullard,
TransFair USA; Steve Wright, salesforce.com
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Tracks & Sessions | Nonprofits, Public Sector & Education

1:30 p.m. – 2:30 p.m. West Mezzanine 254
Native Functionality: If You’re Not Using It, You’re Losing It
Level: All
Are you ready to use the power of cloud computing to show
the strength of your less-than-enterprise-sized organization?
Join us to learn how some of the smallest yet most innovative
organizations are using native Force.com functionality to increase
their reach and impact.
Speakers: Joan Nowlin, Educational Testing Service; Anil Patel,
Framework Foundation; George Schoemaker, State of Utah;
Robert Lamb, salesforce.com; Kim Schefter, salesforce.com
10:15 a.m. – 11:15 a.m. West Mezzanine 254
So Many Apps, So Little Time
Level: All
Get ready: We’re unlocking powerful ways for your nonprofit or
institution to extend its use of the Force.com platform with the
AppExchange and custom apps. Join us to see the essential apps
every organization needs, and learn about the wide discounts
available through our Power of Us partner offerings. Bring your
questions—we’ve got answers!
Speakers: Alicia Schmidt, Bay Area Video Coalition; Marc
Baizman, Root Cause Institute; Lindsey Anderson, salesforce.com

2:45 p.m. – 3:45 p.m. West Mezzanine 254 11:30 a.m. – 12:30 p.m. West Mezzanine 254
Donor and Member Management 2.0 Taking Education to a Higher Level
Level: All Level: All
Many nonprofits of various sizes and levels of sophistication have The buzz is true: Cloud computing is revolutionizing the
replaced their donor database products to take advantage of the education industry. Why do many believe that “education on
benefits of cloud computing on the Force.com platform. Come demand” is *vital* to the future success of our institutions and
see how innovative organizations have leapt to success using their students? Join us to learn how cloud applications such as
Force.com to manage advanced donor-cultivation strategies in a salesforce.com and Google plus social networks like Twitter and
Web 2.0 world. Facebook are being used to reinvent our educational institutions.
Speakers: Keith Heller, Heller Consulting; John Barnes, Model From recruiting and retention to student information tracking, to
Metrics Inc.; Jennifer Caddick, Save the River; John Nesbitt, Second alumni development... all in the cloud!
Harvest Heartland; Meghan Nesbit, salesforce.com Speakers: Justin Edelstein, New Leaders for New Schools; Seamus
Harreys, Northeastern University; Mark Dickey, salesforce.com
Friday, November 20
9:00 a.m. – 10:00 a.m. West Mezzanine 254
Providing Transparency and Measuring Your Impact
Level: All
Today, public service organizations are increasingly scrutinized on
the transparency of their programs and spending toward social
impact. Transparency and accountability are values that, when
strategically executed, lead to high levels of trust between an
organization and its constituents. Learn how other companies are
using Salesforce CRM and analytics to easily and scalably expose
their commitment to transparency and accountability.
Speakers: Brad Presner, Acumen Fund Inc.; Steve Hardgrave, Gray
Ghost Ventures Management Company, LLC; Steven Saboe, U.S.
Department of State - NDF; Michelle Best, salesforce.com

74 The Cloud-Computing Event of the Year

 Cloud The only
accounting 100% Force.com
and billing Native Accounting
Solution

The new
name for

CODA

Booth 416
 learn:
force.com
zone
The Force.com Zone is the conference-within-a-conference for ALL THINGS TECHNICAL
technical attendees and partners. Come to the Force.com Technical Sessions
Zone to meet experts and evangelists who can handle all Learn Force.com development, architecture, and best practices
your Force.com-related questions. You can also get hands- from the very best. An army of technical evangelists, product
on experience in the Immersion Lab, building Force.com managers, and top developer community members will be
applications and learning from 50+ technical and partner sessions. presenting more than 50 technical sessions in 5 different tracks:
Finally, participate in the second annual Force.com Developer :: Admin to AppBuilder
Hackathon, apply your new skills, and win great prizes. :: Beginning Developers
:: Advanced Developers
The Force.com Zone is in the Esplanade in Moscone South and :: Backstage Pass
is open during the following hours: :: IT Executives

Tuesday, November 17 6:00 p.m. – 8:00 p.m. Immersion Lab

Wednesday, November 18 7:30 a.m. – 9:00 a.m. Roll up your sleeves and dive right into Force.com with the newly
11:00 a.m. – 8:00 p.m. updated Force.com tutorials in the Immersion Lab. Learn at your
Force.com Developer Hackathon 5:45 p.m. – 8:00 p.m. own pace. Work solo, work together with your peers, or work with
Thursday, November 19 7:30 a.m. – 9:00 a.m. a Force.com expert as you walk through the tutorials building an
11:00 a.m. – 4:15 p.m. application in the cloud. Don’t forget to grab the cool and handy
Friday, November 20 7:30 a.m. – 1:00 p.m. Force.com Cheat Sheets for Force.com code (Apex), Force.com
pages (Visualforce), and the Force.com API.
Force.com Zone
Welcome to the Force.com Zone, a one-stop shop for all things
technical and partner related. The Zone will have something for
everyone, whether you’re an advanced developer or just starting
out. Build an app with self-paced tutorials or get help from a
Force.com expert. Attend technical sessions to expand your
knowledge. Get your problems solved or do a code review with
1:1 consultations. Lounge and learn with a hot cup of coffee in
the Stratus Café. It’s all here!

76 The Cloud-Computing Event of the Year

 Learn
Force.com Zone

Code Consultations Developer Force Twitter Vue

Need help architecting or coding your application? You can get
deep technical help for building applications in the cloud by
reserving a private 1:1 consultation with a Force.com expert.
Book online and book early. Appointments are limited!
ALL THINGS PARTNER
Partner Sessions
Build a business in the cloud! The Partner Success track consists
of 10 sessions covering business planning, fundraising, distribution
options, sales and marketing best practices, legal advice, and more.
Partner Conversations
Whether you’re a new or existing partner, you’ll want to stop by
to learn the latest about our various partner programs and touch
base with salesforce.com’s alliances team.
Stay on top of Force.com Zone happenings by tweeting and
following the Developer Force Twitter Vue (aka DFTV).
Besides announcing upcoming sessions and events, we’ll also
be challenging attendees with Force.com trivia questions.
Watch DFTV in the Force.com Zone or your browser at
developer.force.com/dftv. Join the conversation using the
Twitter tag #foretrivia. Prizes awarded daily.
Rolling Candy Cart
Need a sugar fix? Catch the rolling candy cart for a free sweet!

Force.com Partners
Experience the latest innovations and learn about the offerings
from our partner community. Partners will be showing off their
hottest applications and services and discussing how to make the
most of the Force.com ecosystem.

ALL THINGS COOL

Force.com Developer Hackathon
Back by popular demand, the Force.com Developer Hackathon
“ Force.com lets us dream
big about results without
having to dream big on how

”
is the don’t-miss event of the week, and it’s bigger and better than
before! This exciting code competition will challenge developers to code.
to show us what they’re made of (and also what great cloud apps
they can build). If that’s not enough, we’ll be giving away lots of —Chris Sarette
goodies. All skill levels (including beginners) are welcome. Be VP of Business Operations, Invisible Children
there for the kick-off, which starts at 6:00 p.m. The full event is
Wednesday night: 5:45 p.m. – 8:00 p.m.

Stratus Café
The Stratus Café is where you go to chill, mingle, and grab some
caffeine. Learn while you lounge—and not just about Force.com
applications, either. Adobe, which is sponsoring the café, will also
have its top technical experts on hand, so take this opportunity to
learn more about RIA, Flex, and other synergies.

77
 learn:
hands-on
training
No other conference teaches you so much—and then gives
you the ability to roll up your sleeves and put your knowledge
into immediate action. From role-based training and hands-on
sessions to success clinics, don’t miss your chance to get down-
and-dirty with all the new products, features, tips, tricks, and best
practices right here at Dreamforce.
Hands-on training for everyone
We believe everyone should experience firsthand what you can do
with Salesforce CRM applications and the Force.com platform.
That’s why we offer free help-and-training sessions as part of
your Dreamforce conference pass. We have hands-on classes for
advanced reporting, dashboards, workflow, approvals, building
custom apps, ideas communities, customer portals, mobile access,
Salesforce to Salesforce, Salesforce CRM Partners, Force.com
code (Apex), Force.com pages (Visualforce), Force.com sites,
and more! There’s a hands-on session to give you the interactive
instruction you need, right within your area of interest.
Become a salesforce.com star
Want to become a salesforce.com hero? Our training classes give
you the skills you need to optimize our application and build
killer apps that will translate to success for your organization.
Find out why workshop alums say this is the best investment
they’ve made all year!
78 The Cloud-Computing Event of the Year
Want to learn about our Dreamforce discounts and special offers
or learn how to get all-you-can-eat training? Stop by the Training
and Certification booth for details on how to receive your gift
card, training classes for less, or to hear more about Premier
Training.
With Premier Training, you can train as many users as you want
as often as you need. Plus, you’ll get:
:: Self-paced online courses
:: Instructor-led regional and virtual classes
:: Certification exams
:: A week-long private class for administrators or developers
:: An annual training consultation to create a training plan
that’s right for you
“
Training and certification
lets us use Salesforce to its
full potential—and makes us
more successful.
”
—Faun Clark
Global IT Application Manager, Intergraph
TIP: Stop by South 102, 103 & 104 to
see a full list of all hands-on training.

In times like these, you need to get the most from every
investment. Whether you’re new to Salesforce CRM and
Force.com or have used them for years, training and certification
ensures that everyone is realizing the full potential of the
application and the platform.
learn:
salesforce.com
certification
We’ve put together multiday, in-depth classroom training to give
you the best opportunity to pass the certification tests with flying
colors. Taking the certification test is not mandatory, but we highly
recommend it. We promise you’ll walk away feeling energized and
ready to go.

Are you ready to begin the certification process? Did you become So go ahead… Certify your success and show how much you know!
certified at Dreamforce ’08 and are now ready to move to the next
level? We’re eager to help you certify your success at Dreamforce ’09!

The Salesforce.com Certification program is a potent combination

of in-depth training and certification levels that add up to more
value for your company plus credentials you can bank on as an
“ If you become
Salesforce.com Certified,
you can go anywhere

”
individual.

in your career.
Choose from five levels of certification:
:: Administrator —Mike Simonds
Developer, Maxim Integrated Products Inc.
:: Advanced Administrator
:: Force.com Developer
:: Advanced Force.com Developer
:: Consultant

79
 learn:
partner
success
Ready to build and grow your business as a
salesforce.com partner?
We have a complete experience planned for partners at
Dreamforce ’09, including expert speakers, innovative new
strategies, and the latest best practices on how your company can
partner with us for shared success. These activities are designed
for all existing partners attending Dreamforce ’09 or for anyone
interested in becoming a salesforce.com partner.
Partner success breakout sessions
Join us in multiple breakout sessions designed for ISVs and
consulting partners who are building their businesses in the
salesforce.com partner ecosystem. Topics include new go-to-
market programs, sales strategies, and technology overviews.
Sessions include:
:: Market Like Salesforce.com: Best Practices and Tools
for Partners
:: Maximize Your Revenues: Market and Deliver Your
Solutions on the AppExchange
:: Consulting in the Cloud: Salesforce.com’s Consulting
Partner Program
:: The Fastest Path to the Cloud: Salesforce.com’s ISV
Partner Program
:: Salesforce.com’s Product Vision: A Sneak Peek for
Commercial Partners
:: Sell Like Salesforce.com: Best Practices and Tools for
Partners
80 The Cloud-Computing Event of the Year
:: Cloudnomics: Creating a Financial Plan for Your
Force.com Business
:: From the Front Line: Secrets to Success from Top
Consulting Partners
:: 7 Secrets of Cloud Startup Success
:: From Garage to Glory: Insider Tips and Techniques
from Top ISV Partners
See Page 64 for full session descriptions and daily schedule.
Partner conversations
Force.com Zone (Moscone South Esplanade)
Want to meet the salesforce.com alliances team and network with
other partners? Come find answers to your questions and work
on your partnership strategies in the Partner Board Room located
in the Force.com Zone.
Partner Reception (for Partner Sponsors only)
Thursday, November 19
7:00 p.m.–9:00 p.m.
Temple Nightclub, 540 Howard Street
Celebrate the last night of Dreamforce ’09 at our exclusive
networking reception for our global partner community and
the salesforce.com alliances team. Make sure to wear your
Dreamforce badge to gain entry. It’s a great way to wind down
after an action-packed couple of days. And who knows—maybe
you’ll uncover your next key partnership.
Sponsored by:
On a smarter planet,
the question isn’t what can we do.
The question is what will we do?
Let’s build a smarter planet.
Learn more. Visit IBM in Booth 501.

IBM, the IBM logo, ibm.com and the globe design are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide.
A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml. © IBM Corporation 2009. All rights reserved. P23292

www.ilinc.com/dreamforce

LAUNCH
Face-to-Face Meetings
in a Single Bound!
( When iLinc meets Salesforce CRM )

w Get new qualified leads…free

w Give reps more intelligence about each lead

2009 1969 w Grow your pipeline, provide better forecasts

Scott Forrester “Scottie the Transporter”
Director of Sales Neighborhood Superhero

Join the iLinc League of Greatness at Booth #910

 AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
©2009 AT&T Intellectual Property. All rights reserved.

Have the corner office on every corner.

Real-time access to important resources. It’s why AT&T is
bringing mobility applications to fields as varied as healthcare
and construction. Leverage a comprehensive platform that
mobilizes multiple back-end systems, putting your business
essentials within reach of your people. So they can collaborate
virtually any time. And make an impact from virtually anywhere.
Stay on the move. Remain up to speed. S t r e t c h .

Find mobile solutions to drive your business further by

visiting AT&T in the Mobile Lounge at Dreamforce.
explore
Cloud Expo
The Cloud Expo is the perfect place to launch your dreams into the clouds
and maximize your investment in Salesforce CRM. Here, you can meet
face-to-face with more than 250 of our partners who will showcase 1,000+
integrated solutions. Get inspired, get informed, and get connected.

The Cloud Expo and Salesforce.com Campground, located in Hall D on the

Exhibit Level of Moscone North, are open during the following hours:

HOURS
Tuesday, November 17 6:00 p.m.–8:00 p.m.
Wednesday, November 18 7:30 a.m.–9:00 a.m.
11:00 a.m.–8:00 p.m.
Thursday, November 19 7:30 a.m.–9:00 a.m.
11:00 a.m.–4:15 p.m.
Friday, November 20 7:30 a.m.–11:30 a.m.

The innovation at the

Dreamforce Expo was
overwhelming.
—John Barnes
CTO
Model Metrics
 explore:
salesforce.com
campground
Remember when you thought camp was the coolest place on the
planet? At Dreamforce, it still is! Welcome to the salesforce.com
Campground—your go-to destination to learn about our newest
products, services, and community. The Campground lets you get
hands-on with our products, so you can experience the power
of cloud computing or get personalized help from our experts
and cloud evangelists. We’ll help you make doing business in the
cloud almost as fun as, well, camp. You’ll find the Campground in
the back of the Cloud Expo.
service cloud 2—live@dreamforce
Come and see a live contact center—powered by the Service
Cloud—in action! That’s right, we’ll have agents taking phone
calls, Tweeting, emailing, and helping to create the ultimate
Dreamforce experience.
Check it out from the sidelines and then jump right in with our
self-service kiosks. Want to talk to someone face-to-face? Walk
up to our help desk, concierge service, and success agents. Let us
help you get the most out of Dreamforce.
Experience the Cloud
Salesforce.com Demos
You know how they say “seeing is believing”? When you see our
demos, you’ll not only understand cloud computing, you’ll be
in the cloud! Want to learn about the latest sales and marketing
features? Want to see how our Service Cloud helps you respond to
customers wherever they are? Or maybe you want help figuring out
how to start building an app on our Force.com platform?
84 The Cloud-Computing Event of the Year
Then step into the Campground to see how the latest innovations
in the Sales Cloud, Service Cloud, and Custom Cloud help you
build, run, and grow your business—in the cloud, of course. Plus,
get up to speed on the Winter ’10 release features and check out
the news that will have everyone talking.
Salesforce.com and Key Strategic Cloud Partners
Cloud computing helps you reach new heights. Stop by our
strategic partner area to see how salesforce.com has partnered
with the leaders of cloud computing— Google, and Twitter—
to provide unparalleled products and features for you and
your organization.
resources for Success
SuccessTeam Experts
Have a quick question? Talk to our experts who can help you
with everything from general questions to technical problems.
SuccessTeam 1:1 Clinics
Have a longer question? Success clinics are the perfect venue
to get them addressed. Whether you’re looking to increase your
salesforce.com usage or wondering how to ensure your overall
success, our staff of experts can help you. Reserve your private
30-minute consultation online or at the registration desk in the
Expo, but be sure to book early—these slots fill up fast! 
 Explore
Salesforce.com Campground

Meet Your SuccessTeam

Ready to do more with the cloud? Then stop by and meet
certified experts from our Training, Support, and Consulting
teams. Learn how these members of your “success team” can help
you train new users and administrators, build new apps, optimize
your current configurations, extend your team with expert support
and much more. Plus, don’t forget to take advantage of special
contests and promotions—available only at the campground!

Join the community

Customer Hero Theater
Want to see what customers like you have accomplished with
salesforce.com? Come to the Customer Hero Theater to hear
from ordinary individuals who have used salesforce.com to run
and grow their business with ease. Enjoy product demos, short
presentations, and interactive sessions that will leave you inspired
to take your business to new heights, in the cloud.

Salesforce.com Foundation
Salesforce.com employees have given more than 150,000 hours in
volunteer time worldwide since the company’s founding in 1999.
In addition, through the Salesforce.com Foundation’s programs,
the company has donated more than $14 million in global grants
to youth and technology programs and is supporting more than
7,000 nonprofits with our product. Visit the Salesforce.com
Foundation booth for ideas on how you can make philanthropy
part of your corporate culture—whether it’s volunteering time,
finding a cause to support, or integrating an organizational
1% model.

Cloud Café
Information overload? Need a break? Hang out in the Cloud
Café, grab a cup of coffee, and take in the scene before heading to
your next Dreamforce destination.

85
 explore:
take your
cloud mobile
The world is going mobile. Dreamforce is your chance to learn Visit our mobile sponsors and see the
everything you need, so you can put your company on the path to latest technology
mobile freedom and productivity with Salesforce CRM’s mobile With more mobile sponsors than ever, the mobile area at
functionality. Visit the mobile area and: Dreamforce is the place to be. Check out the latest smartphone
:: Get your free Mobile Lite account devices, learn about wireless networks, see cutting-edge mobile
:: Watch live product demos technology at work, and watch live sponsor demos on the
:: Talk to a mobile expert big screen.
:: Check out the hottest smartphones and services from
top vendors Charge up
:: Charge your phone at our free charging stations At a trade show, your mobile device is your lifeline back to the
office. But apps, emails, and calls can drain a battery fast. So if
Free! Sign up for Mobile Lite you find yourself staring at the dreaded red battery icon, drop
Did you know salesforce.com has a free mobile application? It’s by the mobile area anytime and grab a charge, on us. And while
called Mobile Lite. All you need is a smartphone device and a your phone is juicing up, take in a product demo, talk to a mobile
Salesforce CRM Professional or Salesforce CRM Enterprise expert, or visit one of our mobile sponsors.
Edition license, and in minutes, you’ll be accessing your Salesforce
CRM records like a mobile pro! And for Salesforce CRM Win a device!
Unlimited Edition customers, full mobile functionality is already Is your mobile device so old it’s missing all the latest bells and
included in your subscription. Let one of our mobile experts show whistles? Then enter to win one of dozens of new devices that
you how to get started today. will have you looking like James Bond with a special edition
supplied by “Q.” Come by the mobile area for your chance to win!
Attend a mobile track session
Dreamforce is all about learning, and this year is no exception.
Listen and learn as customers and mobile experts share their
secrets on the best practices for mobile access to Salesforce CRM
that will drive your business to new heights. From hands-on
sessions to real-life customer success stories, you’ll leave with
the information you need to make your mobile deployment a
stellar success.

86 The Cloud-Computing Event of the Year

 CPaaS
& FORCE.COM

THE PERFECT CLOUD FORMATION.

FPX has spent the past 25 years perfecting the most powerful, proven Product Configuration
Engine available in the SaaS market. This globally-tested engine has never been confronted with LEARN MORE ABOUT THIS
a configuration it could not handle. That’s why leading companies with complex product PERFECT CLOUD FORMATION
AT BOOTH 601
configuration and pricing issues are choosing FPX to power their sales intelligence. This
patented technology is at the core of every FPX sales application including our popular,
multi-tenant CPQ OnDemandTM application. Our newest innovation—CPaaS—gives companies
unlimited flexibility to integrate FPX’s powerful configuration engine and Product Data Manager
into their own cloud-based applications.

There’s a reason FPX is considered the true leader in sales intelligence. We invented the space.
We’re shaping it and continually bringing new innovation to the market like the perfect cloud
formation of CPaaS and FORCE.com. Put our power for revenue behind your sales. To learn more, >> 1-866.826.6344
visit us at Booth 601 or at www.fpx.com. >> WWW.FPX.COM

CONFIGURE FAST. PRICE NOW. QUOTE PERFECT.

motorola Rugged mobile computers

Rugged comes in many foRms. We offeR eveRy one of them.

In harsh, unforgiving environments – particularly outside the four walls – you want mobile computers that can stand the heat (as well as the cold,
windblown dust and moisture). Motorola Rugged Mobile Computers are more than up to the task. From size-optimized to ultra-rugged with modular
keypads, they’re designed to work in extreme temperatures, sealed to keep out the elements, and tumble and drop-tested to withstand the jolts of
real-world use. In other words, they’re built for the most demanding applications you can imagine. Best of all, these easily deployed Rugged Mobile
Computers feature integrated wireless technology, enabling converged voice and data communication for your workforce, even when they’re out in
the field. It’s the secret to unleashing maximum productivity across the enterprise. And it’s just another way Motorola puts Enterprise Mobility in the
palm of your hand. HELLOMOTO™
MOTOROLA and the Stylized M Logo are registered in the U.S. Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2009. All rights reserved.

Motorola, Inc.
foRce.com Just Went Rugged 1303 East Algonquin Road
Develop and Deploy on force.com for any Mobile Sales and Service Worker Schaumburg, IL 60196
Find us in the Mobile Lounge! Track Session: Thursday November 19 • 1:30pm-2:30pm • West Mezzanine 270 www.motorola.com
 Explore
Strategic Cloud Partners / Platinum Sponsors

strategic cloud partners

www.twitter.com
www.google.com

Platinum Sponsors
Accenture is a global management consulting, technology services, and outsourcing
company. Combining unparalleled experience, comprehensive capabilities across all
industries and business functions, and extensive research on the world’s most successful
companies, Accenture collaborates with clients to help them become high-performance
businesses and governments. With approximately 177,000 people serving clients in more
than 120 countries, the company generated net revenues of US$23.39 billion for the
www.accenture.com
fiscal year ended August 31, 2008.

Appirio (www.appirio.com), a cloud solution provider, offers both products and

professional services that help enterprises accelerate their adoption of the cloud.  With
over 2500 customers, Appirio has a proven track record of implementing mission-critical
solutions and developing innovative products on cloud platforms such as salesforce.
com, Google Apps, and Amazon Web Services. From offices in the U.S. and Japan,
Appirio serves a wide range of companies including Avago, Hamilton Beach, Japan
www.appirio.com Post Network, Ltd, Pfizer and Qualcomm.  Appirio was founded in 2006, is the fastest
growing partner of salesforce.com and Google, and is backed by Sequoia Capital and
GGV Capital.

Astadia is the global leader in technology-enabled business consulting, focused on

Cloud Computing and SaaS technologies. They are the top Salesforce.com partner
by projects delivered, certified consultants, and customer satisfaction. Astadia’s proven
methodologies analyze business challenges and document effective solutions that lead to
improved customer relations and tangible business results. The company’s four practice
areas are: Sales acceleration, Marketing acceleration, Customer Service and Support,
www.astadia.com and Cloud transformation/Application Rationalization for IT. Astadia has delivered
solutions in over 30 countries in the U.S., Europe and Asia. Their partners include
salesforce.com, Google, and Eloqua. Astadia offers a new Cloud computing resource at
www.astadia.com.

88 The Cloud-Computing Event of the Year

 Explore
Strategic Cloud Partners / Platinum Sponsors

Platinum Sponsors
www.bluewolf.com
Bluewolf is a global pack of experts committed to partnering with clients to attain
agile business transformation. Only Bluewolf can bring 10 years of best practices to
every project and guarantee its success. Our world class portfolio proves our ability to
match our agile methodology with unparalleled vision. From demand generation to
close, channel strategies to customer care, Bluewolf helps clients attain efficient business
performance, gaining the label of tomorrow’s business standard. Bluewolf is committed
to our client partnerships, including Time Warner Cable Inc., Adobe, Advance
Publications Inc., Fox, CNN, BP Solar International Inc., Chevron Corporation, Hess
Corporation, Unisource Worldwide, Inc., Beazer Homes, Nationwide Mutual Insurance
Company, and the The Hartford Insurance.

CA Inc. (NASDAQ: CA) is the world’s leading independent information technology

(IT) management software company. We help companies manage IT to become more
productive and better compete, innovate and grow their businesses. With our Enterprise
IT Management (EITM) software and expertise, customers can achieve lean IT. They
can get the most value from IT at the lowest costs in complex computing environments,
whether distributed, mainframe, cloud or virtualized. Founded in 1976, CA serves
www.ca.com customers in diverse industries in virtually every country in the world and reported fiscal
year 2009 revenue of $4.3 billion.

Callidus Software is the market and technology leader in Sales Performance

Management (SPM) solutions, services and best practices.  SPM combines incentive
management solutions, to help businesses achieve maximum sales cost efficiencies,
and performance management solutions, to drive continuous improvements in sales
execution. Callidus will be featuring two Force.com solutions—Commissions Manager
and Plan Communicator—and the Callidus Monaco Suite which incorporates
the market leading incentive compensation management solution, sales objective
www.callidussoftware.com
management, quota management, sales communications and mobile platform, together
with end-to-end sales performance reporting and analytics.

Packaged software was fine in the 1990s, but this is a new time. A time when the
power of ideas ­—not the power of software—helps companies accomplish great things.
But salesforce.com’s alone won’t make the difference. It’s people—working towards
a clear goal, based on a solid strategy, and understanding the potential of the Cloud.
That’s where Deloitte comes in. We’re a leader in delivering technology services and
www.deloitte.com understanding how to realize the power of Cloud Computing. We help you set that
vision, rally the organization around it, and stay on the track to success. Learn more at
www.deloitte.com

89
 Explore
Gold Sponsors

Gold Sponsors
About Aprimo®: Aprimo® is excited to announce Aprimo Marketing Studio™, an
on-demand marketing automation application, purpose-built for marketers to manage
all aspects of integrated online marketing campaigns. Aprimo Marketing Studio™
connects to Salesforce CRM out of the box to automate lead management from
inception, through nurturing and disposition to sales for B2B marketers. Take your
www.aprimo.com online marketing to the next level with robust email marketing, lights-out campaigns,
advanced segmentation, blogging and display advertising. Stop by booth #510 to see a
demo and get a free online profile analysis.

AT&T’s wireless solutions give sales professionals the ability to stay informed, collaborate
on opportunities, and update account information directly from the field, where sales
information is fresh and actionable. With wireless access to Salesforce Mobile on
a laptop or PDA, your sales team can connect seamlessly to their Salesforce CRM
application – enhancing their productivity and driving efficiency by performing real-time
www.att.com
searches and updates directly on their handheld device.

BigMachines is the global leader in on-demand sales configuration, quoting, and

www.bigmachines.com
proposal software, helping you SELL MORE and SELL FASTER. Quickly and
easily configure products, generate 100% accurate quotes, eliminate pricing errors, build
proposals and contracts on the fly, and route approvals electronically. BigMachines
streamlines processes for sales teams and resellers/channels and easily integrates with
salesforce.com and ERP systems. BigMachines was named the “Best Quoting Tool” by
customers on the AppExchange.

www.castiron.com
Cast Iron Systems is the #1 cloud integration provider. The Cast Iron Solution integrates
Force.com and Salesforce CRM with other enterprise applications and can be deployed
on-premises or delivered as a cloud-based integration service. With Cast Iron’s built-in
simplicity and preconfigured process templates, you can easily integrate Force.com and
Salesforce CRM with ERP, databases, home-grown, and other SaaS applications in just
days.

Cisco Systems is the world leader in IP-based contact center solutions for businesses
of all sizes. Cisco Unified Contact Center solutions leverage the power of collaboration
and Cisco Unified Communications to transform customer care from simple phone
transactions into personalized, content-rich experiences that employ voice, video, speech,
web, e-mail, IM, and the power of the network to create compelling, secure, resilient, and
www.cisco.com/go/cc
cost-effective customer interactions.

90 The Cloud-Computing Event of the Year

 Explore
Gold Sponsors

Gold Sponsors
CloudCraze was created by EDL Consulting to help Salesforce.com enterprise CRM
customers quickly and easily extend their CRM systems to perform eCommerce and
order-entry transactions. CloudCraze-developed sites take advantage of the infinite
scalability and reach of the Force.com platform, allowing companies to scale usage
on-demand.
www.edlconsulting.com

Cognizant (NASDAQ: CTSH) is a leading provider of information technology,

consulting, and business process outsourcing services. With more than 50 global
delivery centers and approximately 63,700 employees, Cognizant works together with
clients to make their businesses stronger. Cognizant offers a wide range of services in
salesforce.com and Force.com, leveraging the CoE model to assist with building effective
www.cognizant.com
solutions, involving complex integration. Cognizant is a salesforce.com Global Partner.
To learn more, visit us at www.cognizant.com.

CRMfusion Inc. specializes in data quality solutions specifically for hosted databases.
CRMfusion For salesforce.com customers, CRMfusion develops DemandTools™, PeopleImport™,
and DupeBlocker™, the leading data quality solutions used by more than 2,000
administrators in 15 countries. Based outside Toronto, Canada, CRMfusion has been
www.crmfusion.com
developing data quality solutions since 2000.

DocuSign is the leading provider of on-demand software services for electronic

signature. Our award winning platform empowers individuals, small businesses and
enterprise organizations to quickly and securely get documents signed in minutes­­—not
days, slash operating costs up to 90%, and dramatically improve customer satisfaction,
and compliance. Using DocuSign for Salesforce, customers can truly Close it in the
Cloud!SM and immediately get leaner, greener, faster and more profitable without
www.docusign.com/salesforce/
additional investments in technology.

Eloqua is the marketing automation leader and provider of best practices expertise for
marketers around the world. Thousands of customers rely on Eloqua to execute, automate,
and measure programs that generate revenue. Eloqua helps decode its buyers’ Digital Body
Language™ by improving the quality and quantity of sales leads, increasing marketing
www.eloqua.com effectiveness, and accelerating the selling process. Eloqua is headquartered in Vienna,
Virginia, with offices in Toronto, London, Singapore, and throughout North America.

91
 Explore
Gold Sponsors

Gold Sponsors
FinancialForce.com is the new name for CODA 2go! Cloud-based FinancialForce
Accounting is here—and Accounting will never be the same again. Just like Salesforce
CRM, FinancialForce is built on the proven Force.com platform. So it’s pre-integrated
with the CRM, equally flexible and secure, and will delight you with the same legendary
www.financialforce.com ease of use. FinancialForce Accounting gives you on-line, real-time financial information,
always in balance and always up to date. For organizations of any size!

FPX, LLC provides Configure-Price-Quote® applications for companies with complex

product configuration and pricing issues. Thousands of Perfect Quotes are produced
every month in multiple languages and currencies with FPX’s Product Configuration
Engine. It is at the core of our multi-tenant CPQ OnDemand and our newest
innovation—CPaaS—which provides a development environment that leverages the
www.fpx.com
Force.com platform. Both deliver rapid ROI with improved order accuracy, inventory
forecasting and an overall improvement to the bottom line.

Fujitsu America provides a complete portfolio of business technology services,

solutions.us.fujitsu.com
computing platforms, and industry solutions. Our platform products are based on
scalable, reliable and high-performance server, storage, software, point-of-sale, and
mobile technologies. We also offer a full suite of onshore, near shore and offshore system
integration, outsourcing, and datacenter services covering applications, operations,
infrastructure, customer service, and multi-vendor lifecycle services. Fujitsu has industry-
specific solutions for retail, manufacturing, healthcare, government, education, financial
services, and telecommunications sectors.

IBM has the software and services to help you get the most from your Salesforce.com
investment. Cognos business intelligence and analytics. Lotus for integrated, online
collaboration and messaging solutions. InfoSphere for a single data view across on-
premise and cloud applications. IBM Global Services to help you to build a cloud
www.ibm.com strategy roadmap—and integrate your salesforce.com deployment to the rest of your
organization. See what we have to offer in booth 501.

92 The Cloud-Computing Event of the Year

 Explore
Gold Sponsors

Gold Sponsors
iLinc Web and video conferencing solutions empower you to achieve your organizational
goals easily and quickly, making it possible for you to accomplish more, travel less, achieve
TM

work-life balance, and preserve the environment. iLinc’s software-as-a-service (SaaS)

delivery, industry-leading service, and integrations such as iLinc for Salesforce, which
Web & Video Conferencing

automatically synchronizes Web conferencing and CRM data, increase operational

www.ilinc.com/dreamforce09
efficiency across the organization, letting you drive more revenue. For more,
visit www.ilinc.com/dreamforce09.

At inContact, we provide end-to-end contact center services and network connectivity—

in the cloud. We “Wow!” our customers by delivering the most proven solutions, quickly
and with ease, helping them lower the cost and improve the quality of every customer
interaction. Beyond connectivity our services include: call handling, agent optimization,
www.incontact.com
workforce management and customer feedback solutions.

Informatica Corporation is the world’s number one independent leader in data

integration software. The Informatica Platform provides organizations with a
comprehensive, unified, open and economical approach to lower IT costs and gain
competitive advantage from their information assets. More than 3,700 enterprises
worldwide rely on Informatica to access, integrate and trust their information assets held
www.InformaticaOnDemand.com
in the traditional enterprise and in the cloud. Informatica On Demand was named 2008
AppExchange integration application of the year.

InsideView’s pioneering Sales Intelligence application, SalesView, is the overall most

popular and top-rated application available on the AppExchange. Leveraging the
InsideView Smart Cloud, SalesView intelligently aggregates and analyzes relevant
personal, professional, and corporate data in real time from traditional editorial sources
and social media to uncover new sales opportunities. SalesView presents the resulting
www.insideview.com
intelligence natively within salesforce.com to maximize sales team productivity and
accelerate sales cycles.

LiveOps offers two innovative solutions for enterprises: Contact Center in the Cloud,
a SaaS platform for managing contact centers, and Workforce in the Cloud, an on-
demand workforce for outsourcing call center calls. LiveOps On-Demand Contact
Center Platform brings the innovation of cloud computing to contact centers by
enabling enterprises to rapidly deploy a mission critical and instantly scalable contact
www.liveops.com/on-demand-contact-center
center platform in a pay-per-use model. Companies can achieve greater agility and
operational efficiencies using the LiveOps platform.

RGB: 86, 138, 179 RGB: 153, 153, 153

CMYK: 69, 38, 15, 0 CMYK: 43, 35, 35, 1
HEX: #568ab3 HEX: #999999
Pantone 646C Pantone Cool Grey 9 C

93
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Gold Sponsors

Gold Sponsors
Model Metrics delivers applications and services at the cutting edge of the fast-growing
cloud computing industry. Since its founding in 2003, Model Metrics has become one
of salesforce.com’s most diversified and respected partners. Headquartered in Chicago
with offices in San Francisco, Los Angeles, New York, Detroit, Minneapolis, and Dallas,
Model Metrics’ customer base spans all industries and includes enterprises such as
www.modelmetrics.com
Abbott, Allstate, Aon, Cars.com, CME Group, Honeywell, InfoUSA, MasterCard,
Medtronic, and Orbitz.

Motorola is known around the world for innovation in communications and is

focused on advancing the way the world connects. From broadband communications
infrastructure, enterprise mobility and public safety solutions to high-definition video
and mobile devices, Motorola is leading the next wave of innovations that enable people,
enterprises and governments to be more connected and more mobile. Motorola (NYSE:
www.motorola.com
MOT) had sales of US $30.1 billion in 2008. For more information, please visit www.
motorola.com.

Right90 provides on-demand software to easily capture, vet, and analyze the data
necessary to create a real-time, trusted sales forecast. With immediate insight into sales
R

forecast changes, Right90 delivers actionable information that companies can confidently
act on to achieve business goals. Companies in manufacturing, professional services,
consumer goods, and energy verticals have successfully deployed Right90 to deliver
www.right90.com
superior product pricing, availability, and features to their customers, while improving
margins, cash flow, and revenue.

Salesgenie.com is the leading provider of targeted lead generation for sales professionals.
Salesgenie offers targeted online access to the highest quality business and consumer
sales leads in the industry. Advanced filtering, mapping, and scoring capabilities enable
users to zero in on more prospects like their best customers. Salesgenie is available on
www.salesgenie.com/dreamforce
demand from a laptop or a mobile device and is now integrated with salesforce.com. Get
quality sales leads now; ask about our Dreamforce special!

94 The Cloud-Computing Event of the Year

 Explore
Gold Sponsors

Gold Sponsors
Silverpop’s Web-based solutions enable companies worldwide to build relationships
with customers and prospects through the creation, automation and delivery of relevant,
online messaging. Companies rely on the Silverpop Engage platform to create and
manage multi-channel marketing campaigns that reach millions of individuals—one at
a time—enhancing lifetime customer value and brand loyalty. Silverpop’s Engage B2B
www.silverpop.com/b2b
platform seamlessly scores sales leads, nurtures them through the pipeline and measures
campaign return-on-investment.

Vetrazzo is the leading manufacturer of recycled glass surfacing for the countertop
market; transforming waste glass from sources as diverse as building demolition windows
to last night’s Heineken and Chardonnay bottles into stunning, focal point surfaces. To
accommodate our growth as a leader in the Green Building movement, we’ve advanced
far beyond CRM. Vetrazzo’s entire operations run on the Force.com platform; managing
www.vetrazzo.com the complexity of national distribution, logistics, inventory, service and manufacturing
while maintaining flexibility.

Xactly Corporation is the market leader in on-demand sales performance management.

The company’s flagship product, Xactly Incent, enables sales and finance executives
to design, implement, manage, audit and optimize sales compensation management
programs easily and affordably. Xactly helps companies improve operational
performance, optimize sales effectiveness, proactively manage risk and compliance, and
maximize profits. The Xactly family of products is used by sales and finance executives,
www.xactlycorp.com
compensation analysts, sales operations and sales professionals across a variety of
industries, ranging from SMBs to large enterprises. For more information, visit www.
xactlycorp.com or call 1-866-GO-XACTLY.

95
 Explore
Silver Sponsors

Silver Sponsors
Adobe Systems Incorporated offers business, creative, and mobile software solutions
that revolutionize how the world engages with ideas and information. With a reputation
for excellence and a portfolio of many of the most respected and recognizable software
brands, Adobe is one of the world’s largest and most diversified software companies.
www.adobe.com

Apttus offers award-winning contract and proposal management solutions that are built
on Force.com and utilize salesforce.com’s certified cloud infrastructure. Apttus is used
by many Fortune 500 organizations as well as by organizations that have only five users.
www.apttus.com
Please visit Apttus to see the most progressive Force.com applications.

Boomi is the market-leading provider of on-demand integration technology and the

creator of AtomSphere, the industry’s first integration platform as a service. AtomSphere
connects providers and consumers of SaaS and on-premise applications via a pure SaaS
www.boomi.com integration platform that does not require software or appliances. For more information,
please visit www.boomi.com.

Cloud2MailTM puts the Relationship back into CRM. In today’s digital world, the printed
letter is becoming less frequently used. Cloud2Mail is a powerful solution that enables
communication via Real Mail, Easy as Email.  With Cloud2Mail, companies of all sizes
www.cloud2mail.com can now leverage the power of personalized mail directly from salesforce.com.

Cloud9 Analytics is the leader in on-demand operational performance management

for line-of-business managers. Cloud9’s Pipeline Accelerator Suite for salesforce.com
enables sales leaders to more effectively manage their opportunities and teams. The result:
increased win rates, higher CRM adoption, and improved forecast accuracy. Customers
www.cloud9analytics.com
include GENBAND, Data Domain, Thomson-Reuters, and Covad.

ExactTarget is a leading provider of on-demand email marketing software solutions. The

company’s one-to-one marketing applications enable clients to send business-critical
and event-triggered communications to increase sales, optimize marketing investments,
and strengthen customer relationships. ExactTarget offers four editions of its on-
www.exacttarget.com
demand software application along with integrated solutions such as ExactTarget for
AppExchange. Learn more at www.exacttarget.com or call 1-866-EMAILET.

96 The Cloud-Computing Event of the Year

 Explore
Silver Sponsors

Silver Sponsors
Genius.com on-demand solutions help B2B marketing and sales teams solve their
biggest challenge—working together more effectively to identify and connect with their
best prospects at the right time, with the right information. Genius solutions automate
www.genius.com email marketing and lead nurturing, and they deliver campaign results in real time,
without IT.

Access Hoover’s adds value to your CRM system by enriching existing data and fuels
your CRM with a rich source of quality leads. Utilize Hoover’s business insight to fill in
the gaps in your customer information with +50 Hoover’s data points for more than 32
www.crm.hoovers.com/salesforce million companies and 37 million executives.

iContact, the Email Communication Experts, empowers businesses of all sizes to easily
create, send, and track your email marketing campaigns and newsletters. Now you can
use iContact as a seamlessly-integrated Salesforce application to Engage, Educate, and
Retain your current customers, targeted prospects, and website visitors—and ultimately
www.icontact.com
maximize your ROI.

Informavores helps sales, support and services teams deliver the right interactions with
customers. Our business orchestration software ensures consistent quality and eliminates
CRM administration, enabling faster, cheaper and more accurate calls. Delivered from
the cloud and fully integrated with salesforce.com, processes are created by business
www.informavores.com
users—with NO code.

Jobscience is the premier Recruiting & Human Capital Management partner of

salesforce.com. Delivering comprehensive solutions for recruiting, applicant tracking,
onboarding and beyond, our applications deliver the power to succeed to Human
Resources departments as well as third-party staffing agencies. Visit us at Booth 1109 for
www.jobscience.com great giveaways and innovative Force.com technologies!

Marketo empowers the revenue cycle. Voted “Best Marketing Automation Application”
on the AppExchange, Marketo Lead Management gives Marketing the power and
flexibility to automate marketing campaigns and deliver more high-quality leads.
Marketo Sales Insight helps Sales prioritize, understand, and interact with the hottest
www.marketo.com
leads and opportunities to close more business faster.

97
 Explore
Silver Sponsors

Silver Sponsors
Integrate in hours or days—not months! Pervasive integration delivers fast, easy,
affordable solutions for organizations of all sizes across the widest variety of scenarios.
It’s the most widely deployed integration platform for connecting salesforce.com with
www.pervasiveintegration.com enterprise applications, databases, file formats, other SaaS applications, and legacy data.
Call 1-888-296-5969 for more information.

www.pingidentity.com
Ping Identity is the leader in Internet identity security, delivering Internet single sign-on
(SSO), identity-enabled Web services, and Internet user account management. More
than 350 enterprises, SaaS vendors, and online service providers worldwide rely on Ping
Identity to streamline application access, reduce administrative costs, generate additional
revenue, and improve security. Visit www.pingidentity.com for more information.

QlikView is a new kind of business intelligence tool that delivers rapid time to value.
QlikView makes the powerful simple and enables users to slice and dice data without
limits. For the first time, the power of real-time business answers is in the hands of all
www.qlikview.com users, so they can make better decisions to take action now.

Research In Motion is a leading designer, manufacturer and marketer of innovative

wireless solutions for the worldwide mobile communications market. RIM’s portfolio of
award-winning products, services and embedded technologies include the BlackBerry®
wireless platform, the RIM Wireless Handheld™ product line, software development
www.rim.com
tools, radio-modems and software/hardware licensing agreements. For more information
visit www.rim.com or www.blackberry.com.

Ricoh Americas Corporation, headquartered in West Caldwell, N.J., is a subsidiary of

Ricoh Company Ltd., a 73-year-old document solutions provider. By offering advanced
printing, copying, scanning and faxing products as well as document management
www.ricoh-usa.com software solutions, Ricoh helps businesses efficiently and effectively share and manage
information in order to improve bottom-line results. For more information, visit www.
ricoh-usa.com.

www.servicemax.com
ServiceMax is the first and only complete on-demand field service solution. A native
Force.com cloud application, ServiceMax increases both revenue and customer
satisfaction by streamlining and optimizing all field services activities. Customers include
large enterprises such as DuPont, BioRad, and Pentair, and smaller companies such as
Advanta Clean and Everyday Wireless.

98 The Cloud-Computing Event of the Year

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Silver Sponsors

Silver Sponsors
www.sesamesoftware.com
Sesame Software’s Relational Junction product suite is an established standard for
salesforce.com integration and bi-directional data warehousing of all your salesforce.com
data. Salesforce.com’s largest and smallest customers depend on Relational Junction for
efficient, reliable data replication to and from any database platform, providing a SQL
interface to their salesforce.com data.

Improve the quality of your data by easily verifying, enhancing, and standardizing
contact, lead, and account records. Proactively communicate using automated voice
and SMS campaigns. Access vital details about companies directly in salesforce.com.
Seamless integration lets you focus on your business. StrikeIron provides accurate data.
www.strikeiron.com
Right when you need it.

Varicent’s incentive compensation management solution improves sales productivity

and drives down cost by automating commission calculations and compensation
administration processes. With clear visibility into sales compensation metrics directly
from salesforce.com, sales professionals gain more selling time through decreased
www.varicent.com payment inquiries while managers can reduce commission overpayment due to
manual errors.

Verizon Wireless operates the nation’s most reliable and largest wireless voice and data
network, including the largest 3G broadband network. Verizon Wireless is the largest
wireless carrier in the U.S. with 87.7 million customers and has the highest customer
www.verizonwireless.com
loyalty in the industry. For information on products and services, visit verizonwireless.com.

99
SILVERPOP ENGAGE B2B
AND SALESFORCE.COM Marketing’s Vows
Some things are just “You will have insight
into marketing
right together activities, get only
qualified leads, and
have lead history”

Sale’s Vows
“You will have visibility Silverpop Engage B2B is the leading
into lead progression,
closed revenue, and
marketing automation solution to:
I will not cherry pick Create: Email, Landing Pages, Surveys, Forms
leads”
Execute: Automated Campaigns
Manage: Lead Scoring, Routing & Nurturing, CRM Integration

To learn more, visit Measure: ROI Reports, Dashboard Reports

us at Dreamforce
booth #1217.

Silverpop | 200 Galleria Parkway, Suite 750 | Atlanta, GA 30339 | 1-877-484-7704 | www.silverpop.com/b2b

Could your call center

be missing calls for help?
It could, since customers around the world are
engaging with social media in addition to the
traditional contact center to find answers. It’s
part of something called Customer
Collaboration, and Cisco can help you respond
to your customers’ new habits. Learn how
Cisco® Unified Contact Center solutions can
incorporate social media to help you enable
Customer Collaboration and serve your
customers better.

www.cisco.com/go/cc
 Explore
Bronze Sponsors

Bronze Sponsors

AMC TECHNOLOGY

www.actevarsvp.com www.amctechnology.com www.salesoptimizer.com

www.apprivo.com www.AriaSystems.com
www.assuresign.com

www.birst.com www.boomerang.com www.brainshark.com

www.citrixonline.com www.clicktools.com www.appextremes.com

www.contactual.com www.cubetree.com
www.datatrim.com

www.Echo-Lane.com www.echosign.com www.elance.com

www.engagementsystems.com www.eTrigue.com www.qas.com

www.forseva.com www.hcltech.com/enterprise-
www.gooddata.com transformation-services/salesforce/

www.helpstream.com
www.hireon-demand.com www.htc.com

The Sales Enablement Company

TM

www.iloverewards.com www.icentera.com www.insidesales.com

www.instantservice.com www.jigsaw.com www.myfaxbin.com

101
 Explore
Bronze Sponsors

Bronze Sponsors

www.kpmg.com www.LessSoftware.com
www.lattice-engines.com

www.ManticoreTechnology.com www.marketbright.com www.onesource.com/dreamforce09

www.pardot.com www.partnerpedia.com www.perspecsys.com

P rintSf.com
Print & Mail for Salesforce

www.printsf.com www.radian6.com www.rainmakersystems.com

www.reachforce.com www.redskysolutions.com www.ribbit.com

www.ringlead.com www.riptideforce.com www.sendside.com

www.stantive.com www.stonecobra.com www.syntellect.com

WEBCOM inc
SIMPLIFY

www.terralign.com www.validar.com www.webcominc.com

ZenKraft
www.xobni.com www.zenkraft.com www.zoominfo.com

www.zuora.com

102 The Cloud-Computing Event of the Year

 Explore
Industry Solutions

Industry Solutions

www.acumensolutions.com/salesforce.asp www.angoss.com www.AppCrown.com

E T H E R I O S®

www.convio.com www.etherios.com www.exponentpartners.com

www.firstrain.com www.gryphonnetworks.com www.harvest-gold.com

www.mkpartners.com
n e t w o r k s

www.kailea.com/appexchange.php
www.jpwconsulting.com

Spot

Channel Training & Cerficaon

www.netexam.com
www.myinventorynow.com
CMYK

www.scoutsft.com
Black

White

www.tier1crm.com www.voylanthealth.com

103
 Explore
Exhibitor

Exhibitor

www.mastermindsoftware.com www.aptaria.com
www.access-commerce.com

www.artesiansolutions.com www.avepoint.com www.bodhtree.com

able
www.box.net www.branchitcorp.com www.expandable.com

www.ineedsaleshelp.com www.iq2020.com
www.idaapps.com
™

!
by

www.landslide.com www.launchdm.com www.roambi.com

www.netprospex.com www.reside.biz www.rumbleware.com

www.stream.com
www.steelbrick.com

104 The Cloud-Computing Event of the Year

 Your complete contact center solution – in the cloud.

What the cloud means for your business.

• Zero dollars spent maintaining hardware or software
• Unprecedented workforce unity, no matter how widespread
• Customer satisfaction soaring to new heights
• Integration with Salesforce.com on the front-end, back-end and
all points in between
inContact.com/dream
The inContact cloud means complete confidence in your contact center.
connect
Salesforce.com community
You can keep the Dreamforce chemistry going all year long by visiting the
Salesforce.com Community section of our Web site. There, you’ll find blogs,
the IdeaExchange, and LinkedIn and Facebook groups. Connect virtually
through the Web site. Then reconnect in person at Dreamforce 2010.

We come here to refuel,

meet partners and clients,
and exchange ideas.
—Sara Mathijs
Business Development Manager
Fortis Investments
 connect:
special events
Tuesday, November 17
New to Dreamforce Attendee Orientation
5:00 p.m.–6:00 p.m. North 134
Are you a Dreamforce newbie? Then hold on tight. Dreamforce
is amazing, but it can be overwhelming—and confusing—for
a first-timer. With so much to do, sessions to choose from, and
shiny new things to explore, how do you know where to start?
Join conference chair and Salesforce for Dummies author Tom
Wong, a bunch of experts, and a panel of customers who can help
create a road map to maximize your experience.
Welcome Reception in the Cloud Expo
6:00 p.m.–8:00 p.m. Cloud Expo: North Hall D
Kick off your Dreamforce conference experience with beverages
and hors d’oeuvres in the Cloud Expo. Here, you can reconnect
with old friends, network, share ideas, and meet salesforce.com
experts, partners, and other customers in the Salesforce.com
Campground.
Wednesday, November 18
Birds-of-a-Feather Roundtable Lunches by Role
12:45 p.m.–2:15 p.m. North Hall D
Dreamforce is about meeting new people and sharing successes.
Admins, developers, and execs in sales, marketing, service, and
IT all face unique challenges when it comes to Salesforce CRM.
Come to the Wednesday lunch and find your peers to discuss
common issues, share best practices, and swap business cards. Tap
into the power of the community with roundtable lunches by role.
 a fun atmosphere—all you have to contribute is you!
108 The Cloud Computing Event of the Year
Lunchtime Table Talks
12:45 p.m.–2:15 p.m. North Hall D
Get the low-down firsthand: Join one of our lunchtime table
talks to hear how our partners can help you get the most out
of Salesforce. Learn everything from customer life cycle best
practices to managing your pipeline, integrating social media,
and increasing your ROI. You won’t want to miss them!
Sponsored by: Apttus, Boomi, Cloud2Mail. EchoLane,
ExactTarget, Genius.com, Hoover’s Inc., Informavores, Marketo,
Pervasive Software, Ping Identity, BlackBerry, Ricoh, Silverpop
Engage B2B, StrikeIron
Force.com Developer Hackathon
5:45 p.m. – 8:00 p.m Force.com Zone
Back by popular demand, the Force.com Developer Hackathon
is the don’t-miss event of the week, and it’s bigger and better than
before! This exciting code competition will challenge developers
to show us what they’re made of (and also what great cloud apps
they can build). If that’s not enough, we’ll be giving away lots of
goodies. All skill levels (including beginners) are welcome.
Networking Reception in the Cloud Expo
5:45 p.m.–8:00 p.m. Cloud Expo: North Hall D
Before the music cranks up and the party kicks into gear, get
yourself to the Networking Reception. This is a great chance to
meet members of our fabulous Dreamforce community and build
friendships that can help you succeed. You’ll find lots of food and

Global Gala
8:00 p.m.–10:00 p.m. South Halls B and C
You can count on the Global Gala for the very best entertainment
and a high-energy vibe—and this year’s Gala will deliver on all
counts! This is where the Dreamforce community rocks out. Come
to the Networking Reception before the Gala to connect with
other Dreamforce fans. Then party into the evening with great
music from the Black Crowes, food, and celebration with your
fellow “dream heads.”
Thursday, November 19
Birds-of-a-Feather Roundtable Lunches by Vertical
12:30 p.m.–1:30 p.m. North Hall D
Are you facing a challenge that only those in your industry can
help you solve? Here’s a chance to build success on your common
experience—don’t miss our Birds-of-a-Feather Roundtables
by vertical. You can share insights and questions with others in
high tech, financial services, nonprofits, media, communications,
manufacturing, and more. It’s a great chance to network with
users just like you, solve challenges, share industry best practices,
and swap business cards.
Lunchtime Table Talks
12:30 p.m.–1:30 p.m. North Hall D
Get the low-down firsthand: Join one of our lunchtime table
talks to hear how our partners can help you get the most out
of Salesforce. Learn everything from customer life cycle best
practices to managing your pipeline, integrating social media,
and increasing your ROI. You won’t want to miss them!
Sponsored by: Cloud9 Analytics, iContact, Jobscience,
PivotLink, QlikView, SAP, ServiceMax, Sesame Software,
Simplicity Cloud, Varicent, Verizon Wireless
Cloud Crawl
9:00 p.m.–2:00 a.m. Temple Nightclub
540 Howard Street
Last year’s Cloud Crawl was such a success, we’re doing it again!
Earn access to this exclusive Force.com party by visiting the
Cloud Crawl sponsors listed on the Cloud Crawl card in your
badge holder. Collect stamps from these sponsors, and then trade
your completed Cloud Crawl card for a wristband in the
Connect
Special Events
Force.com Zone in the Moscone South Esplanade before
6:00 p.m. on Thursday. We look forward to celebrating with you!
Ongoing activities
Cloud Café in the Campground
Information overload? Need a break? Hang out in the Cloud
Café, grab a cup of coffee, and take in the scene before heading to
your next Dreamforce destination.
Stratus Café in the Force.com Zone
The Stratus Café is where you go to chill, mingle, and grab some
caffeine. Learn while you lounge—and not just about Force.com
applications, either. Adobe, which is sponsoring the café, will also
be on hand, so take this opportunity to learn more about RIA,
Flex, and other synergies.
Customer heroes
Our 300+ customer speakers are the rock stars of Dreamforce.
Salesforce.com recognizes and celebrates each of them with a
special “customer hero” pin for their conference badges. They’re
happy to share their knowledge with you anytime, and the
customer hero pin singles them out as a resource who’s pushing
the boundaries of what’s possible with our products, our platform,
and the AppExchange. These experts are here to show you the
way to success in the cloud, so feel free to ask questions when you
see the pin!
Force.com Zone
Come to the Force.com Zone, located in the South Esplanade,
to find expert advice, explore the latest Force.com technologies,
hear special presentations, view one-to-one demonstrations, or
just relax. It’s the place to be for software developers, admins, IT
managers, architects, partners, and entrepreneurs.
109
 Visit DocuSign
Close it in the Cloud! Booth #1118
SM

Electronic Signatures with DocuSign for Salesforce

• Quickly send contracts and quotes for Take control of your business with DocuSign
e-signature for Salesforce. Call 866.219.4318 to learn more
• Fully integrated with Salesforce Quotes Tab or visit us at booth #1118.
• Complete real-time tracking of the sales process
Visit DocuSign at #1118 and
• Real-time visibility into the Sales and HR process enter to win a Dell Netbook!
See DocuSign in action at our track sessions Learn more about DocuSign
on Thursday and Friday. for Salesforce and start closing
it in the cloud.

Go green. Eliminate paper!

www.docusign.com/salesforce

©2009 DocuSign, Inc. All rights reserved. DocuSign, the DocuSign logo and Close it in the Cloud! are trademarks or registered trademarks of DocuSign, Inc. in the United States and or other countries.
SALES & MARKETING ACTUALLY CAN BECOME BFFS
Eloqua proves, irrefutably, the impact of marketing on your sales
pipeline - and your company’s bottom line.
With Eloqua, your marketing team consistently provides sales with vital insight on
the behavior, interests, and intent of prospects. Together, you develop a “contract”
on how sales opportunities are qualiied, distributed and cultivated.

cente but a
As a result, sales reps thrive. Marketing is regarded not as a cost center,
REVENUE GENERATOR. No wonder sales and marketing executives using Eloqua
become BFFs.

Visit Eloqua at Booth 909 to learn

more and for your chance to win
TWO AmazonKindles – one for you
and one for your new BFF.
 connect:
salesforce.com
foundation
Have you heard of the 1% model? Visit the Salesforce.com
Foundation booth in the Campground and learn how we made
community service a core corporate value, right from the start.
The Salesforce.com Foundation uses salesforce.com’s people,
technology, and relationships to improve our communities, inspire
youth to be more successful, support the world during times of
extreme need, and promote compassionate capitalism through a
unique 1/1/1 model—1% time, 1% equity, and 1% product. We
call it the Power of Us.
1% Product
The Foundation manages the donation of Salesforce CRM
applications to nonprofits worldwide—and more than 7,000
nonprofits are finding innovative ways to use Salesforce CRM
to increase their efficacy in the social sector. Interested in helping
nonprofits gain access to these donated and discounted licenses?
Get started at salesforcefoundation.org/product.
1% Equity
At its inception, salesforce.com gifted 1% of its equity to the
Foundation. The company’s 2004 IPO brought millions toward
long-term funding, and the Foundation has given nearly $2
million in grants in 2009 alone.
1% Time
Salesforce.com employees are encouraged to volunteer 4 paid
hours per month, amounting to 6 paid volunteer days each year.
This year alone, salesforce.com employees will provide more than
50,000 hours of service to communities globally.
112 The Cloud Computing Event of the Year
The Power of Us: Is It in You?
The 1% model is a powerful way for companies to support their
communities. In 2007, we launched the Power of Us Partner
Initiative to encourage others to join us in supporting our
communities of success. To date, more than 100 companies
have become Power of Us Partners. What can you offer?
Drop by the Salesforce.com Foundation booth or visit
www.salesforcefoundation.org/powerofus for more information.
Share your strength—join the Power of Us.
Dreamforce Volunteer Event
On Tuesday, November 17, our volunteers were instrumental in
creating the first environmental education facility in southeast
San Francisco. Led by Rebuilding Together San Francisco,
Literacy for Environmental Justice, and the Salesforce.com
Foundation, and sponsored by AMC Technologies, Exponent
Partners, and Motorola, volunteers arrived at the EcoCenter
at Heron’s Head Park in Hunters Point ready to “green” a
neighborhood that once served as a dumping ground for toxic
waste. Thanks to their efforts, the EcoCenter will open on time
in 2009—turning Heron’s Head Park into a green beacon on the
city’s southern shoreline. Hello “off-grid” living!
 Connect
Salesforce.com Foundation

The Salesforce.com Foundation would like to salute the business partners that share our vision of creating a better world by contributing
back to our communities through the adoption of the 1% model. These partners have implemented at least two of the three 1%’s in their
companies. We’d also like to thank the partners that, in their own way, are improving the operations of nonprofits globally. If you’d like to
learn how you can share your strength to create a better world, please visit: www.salesforce.com/powerofus

AMC TECHNOLOGY

CRMfusion

E T H E R I O S®

Dreamforce Gives Forward

The vision of the Salesforce.com Foundation is to use salesforce.com’s people, technology, and relationships to improve our communities,
inspire youth to be more successful, support the world during times of extreme need, and promote compassionate capitalism. One of the
ways we fulfill this vision is through our Pro Bono Service Program, where we match individuals who have specific salesforce.com
technology skills with nonprofits that use the salesforce.com platform.

Dreamforce Gives Forward provides conference attendees with a meaningful, rewarding, and fun way to help a nonprofit increase its
social impact. More than 1,000 salesforce.com employees, customers, and partners offered their skills to help a nonprofit organization
and we made lots of successful matches.

You can learn more about Dreamforce Gives Forward and the Pro Bono Service Program at the Salesforce.com Foundation booth in
the Campground.

113

Sustainability at salesforce.com
We will strive to embrace sustainability as a guiding principle in all
our business dealings by developing innovative solutions that make
our customers, partners, and employees wildly successful, while
reducing our impact on the planet.
Create value through innovation
:: We will develop collaboration platforms where
sustainability thought leaders and practitioners can
develop and share paradigm-shifting sustainability solutions.
Reduce our environmental impact
:: We will improve our operational efficiencies, reduce
harm to the planet, and raise our environmental profile by
considering the environment in all our operational practices.
Engage internal and external stakeholders
:: We will educate our staff, actively engage partners, and
seek external stakeholder input to incorporate
sustainability across all our business strategies, identify new
opportunities, and play a constructive role in
environmental stewardship.
Give back to our communities
:: We will improve lives and protect the planet by
incorporating environmental stewardship as a main tenet
of our social responsibility programs.
Responsibility at Dreamforce
At salesforce.com, we view our environmental responsibility as
a core value. Our aim is to apply these principles to Dreamforce.
Salesforce.com is working with The Moscone Center in the
following areas to make Dreamforce more sustainable:
:: Recycling and composting: Look for on-site recycling
stations for paper, plastic, glass, and metal. Separate
organics for composting and recycle extra materials left
behind by speakers, exhibitors, and other attendees.
:: Food and beverage: We have water stations throughout the
venue to discourage one-time-use soft plastic water
bottles. We pledge to incorporate local food into
conference meals and to donate leftover food to local
food banks. As always, we’ll use biodegradable or platform maximizes the use of hardware and electricity for data
recyclable serveware and utensils.
114 The Cloud Computing Event of the Year
Connect
Earthforce Initiative at Dreamforce
:: Energy efficiency: The Moscone Center uses alternative
energy and energy-efficient lighting. In collaboration with
The Moscone Center and our vendors, we pledge to
power down computer and other electrical equipment at
night to conserve energy.
We’ve also made a greater effort to offer more environmentally
friendly products, such as biodegradable name badges, cotton tote
bags, recycled paper pens, and compostable coffee cups.
Environmentalparticipation
:: Valet Bike Parking: Ride your bicycle to Dreamforce and
take advantage of curbside parking for your trusty steed.
Dreamforce and the San Francisco Bicycle Coalition have
partnered for this event and will be located outside
Moscone South’s upper lobby.
:: Eco-Rewards Raffle for Public Transport: We
encourage all of our Dreamforce participants to use public
transportation or arrange a carpool with colleagues to and
from the venue. Show your Muni or BART ticket and
enter a drawing for cool prizes. We will hold a random
drawing on November 20, 2009 at 9:30 a.m. in the
Customer Hero Theater located in the Expo campground
and during the “Sustainability as Innovation” session. All
prizes will be awarded. One prize per person. You do not
need to be present to win. Contest rules are available online.
Environmental community
At the Dreamforce volunteer event, hundreds of conference
attendees—plus salesforce.com employees, families, and friends—
spent a day working at the EcoCenter at Heron’s Head Park, San
Francisco’s first environmental education facility that is also a 100%
off-the-grid building.
The cloud is greener
At salesforce.com, we recognize that environmental, social, and
economic factors require a comprehensive, strategic approach.
Our product offering is inherently more sustainable because all
our services are accessed directly online. Our cloud-computing
processing, storage, and performance, creating significant financial
and environmental savings for our customers.
 Dreamforce_SaaS_cloud_ad_9.09.pdf 9/23/09 12:01:35 PM

Put the power of the Cloud into your business with Cognizant.
With Cognizant as your business partner, you get a technology and industry expert with the single passion
of making your business stronger. You have access to 64,000* plus professionals working from 50 delivery
centers, worldwide. All dedicated to delivering solutions quickly, cost effectively and with incredible
flexibility to meet your most pressing business requirements today -- and tomorrow.

As you migrate toward the Cloud, or extend your commitment to SaaS, Cognizant is there to help. With
our deep domain knowledge, technical knowhow and real-world business experience, we are the ideal
C partner to help you evaluate, configure, deploy and manage new Cloud solutions and services, or
M generate better ROI from your existing SaaS investment. Work with us, and build a more durable and
Y resilient business foundation.
CM

MY

CY

CMY

© Copyright 2009, Cognizant Technology Solutions.

All Rights Reserved. *As of June 30, 2009.

Salesgenie.com, the leader in

targeted lead generation for
sales professionals, is proud
to announce that sales leads
can now be automatically
loaded from Salesgenie into
your Salesforce CRM, feeding
new prospects like your best
customers directly into your
sales funnel.

Dreamforce Special: 30-Day Free Trial

Stop by Salesgenie.com booth #916
for details

Get one great sales

800.835.9664
salesgenie.com/dreamforce lead after another
15EV01
 “You mean I can
dramatically reduce my
contract and proposal
cycle time
inside
Salesforce.com?”
Apttus sits inside Salesforce.com – natively
integrated on your database

Streamline, standardize and efficiently

Let Ping Identity help
manage contracts and proposals inside you become a
salesforce

The only Contract and Proposal

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Management tool that is built inside
salesforce Stop by booth 318 and • Eliminate lost passwords

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let Ping transform you into • Protect valuable data
the Rock Star you are! • Increase user adoption

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NA
Visit Apttus at Booth 415

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come visit us at booth
403 at dreamforce!

Fill in the gaps

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over 32 Million CoMpanies into
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or Call 866-464-3207 today!
 3_75x5_125Ad_9_16:Layout 1 9/16/09 11:28 AM Page 1

The Definitive Guide

to Lead Nurturing
Learn
• Lead Nurturing Basics
• Advanced Lead Nurturing
• ROI Calculations

Got your copy?

Visit us at booth #1010 or
www.marketo.com/dreamforce09

Relational Junction enables integration, reporting, data retention,

and legacy data migration by creating and synchronizing a bi-
directional local database that is a perfect mirror of your Salesforce
data. This database includes all custom objects and fields, including
long text and attachments, and is available for SQL Server, Oracle,
MySQL, PostgreSQL, DB2, or Sybase.

Installation and creation of your warehouse take minutes, with no

programming required. The database schema is always in sync with
Salesforce. Relational Junction has no scalability limitations, and
incremental replication can be as often as every five minutes.

Unique features make this the only effective compliance solution for
Salesforce customers, with full change history and recoverability of
deleted records. Meets SEC Rule 17a and HIPPA requirements.

In use at Fortune 500 companies since 2004, Relational Junction is

the most scalable and reliable Salesforce.com integration solution.
Bring Sales Into the Picture
Callidus Force.com Callidus Monaco Suite
Solutions
Callidus Force.com solutions are 100% native Callidus Monaco Suite is the performance
Force.com applications that help companies management suite of choice for global leaders
deliver on corporate sales targets, quarter over in key industries such as insurance, banking,
quarter. These self-service sales performance high tech manufacturing, telecommunications,
solutions deliver an easy on-ramp to sales life sciences, and retail and distribution.
performance management, immediately
boosting sales productivity and saving Callidus Monaco Suite provides an end-to-end
precious selling time. performance management solution for sales,
through a 100% multi-tenant SaaS architecture.
Leveraging these solutions, sales professionals The Callidus Monaco Suite optimizes the
can review up-to-date incentives, project sales lifecycle with sales organization and
in real-time target earnings across their on-boarding management, sales quota and
opportunities, initiate claims for credit and plan deployment and communications, sales
payment on their opportunities, and track objective and feedback management, in
the status and amounts of paid and pending addition to multi-dimensional, role-based sales
commissions, all as part of their day-to-day performance reporting and analysis. Callidus
opportunity management. Callidus’ Force.com Monaco Suite helps power the sales
solutions help sales professionals accelerate organization to selling success.
their go-to-market strategies and close business.

See us in
Booth 716

www.callidussoftware.com

About Callidus Software

Callidus Software is the market and technology leader in Sales Performance Management (SPM) solutions, services and
best practices. SPM combines incentive compensation management solutions to help businesses achieve maximum sales
cost efficiencies, and performance management solutions to drive continuous improvements in sales execution. Today,
over 2 million sales professionals, employees and channel partners worldwide utilize Callidus solutions.
© 1998-2009 Callidus Software Inc. All rights reserved. Callidus Software, the Callidus Software logo, Callidus Commissions Manager, Plan Communicator, and Callidus Monaco Suite are trademarks, servicemarks,
or registered trademarks of Callidus Software Inc. in the United States and other countries. All other brand, service or product names are trademarks or registered trademarks of their respective companies or owners.

General information
Attire
Business-casual attire is appropriate for all conference and
evening functions.
Badge policy
Attendees are required to wear their Dreamforce Global
Gathering 2009 badges to all conference functions, including
evening events. Please do not lend your badge to anyone. A
US$50 replacement fee will be charged for a lost conference
badge.
Banking services
The ATM in Moscone South is located on the Exhibit Level
across from Room 103.
Business Center
The Business Center in The Moscone Center offers general
business services, including copying, faxing, shipping (UPS only),
and computer access.
The Business Center in Moscone South is located on the Exhibit
Level adjacent to the entrance of Hall C, and can be reached via
phone at +1.415.974.4067 and via fax at +1.415.974.4052.
Business Center Hours:
Tuesday, November 17 12:00 p.m.–5:00 p.m.
Wednesday, November 18 8:00 a.m.–5:00 p.m.
Thursday, November 19 8:00 a.m.–5:00 p.m.
Friday, November 20 8:00 a.m.–1:00 p.m.
Electronic devices
As a courtesy to all speakers and fellow attendees at Dreamforce
’09, please switch all electronic devices to silent mode. If you need
to take a call, please make every attempt to exit the session rooms
quietly and with as little disturbance as possible.
Environmental participation
You might find the following programs helpful:
:: Valet bike parking: Ride your bicycle to Dreamforce
and take advantage of curbside parking for your trusty
two-wheeler. Dreamforce and the San Francisco Bicycle
Coalition have partnered for this event and will offer coffee
and breakfast treats as soon as you arrive.
Experience
General Information
:: Rewards for public transport: We encourage all Dreamforce
participants to use public transportation or arrange a
carpool with colleagues to and from the venue. Show your
Muni or BART ticket and enter a drawing for cool prizes.
:: Paperless resource center: Please use our paperless resource
center and online surveys to help reduce unnecessary paper
consumption.
:: Recycling and composting: By putting materials in the
correct bins, you’ll support our goal to significantly reduce
the trash that goes to landfills. Please take only what
you need from exhibitors’ booths, such as collateral and
giveaways.
:: Hotel and travel: Stay nearby. San Francisco has plenty of
lodging options close to The Moscone Center as well as
public transportation options to the event. What’s more,
several hotels offer a tremendous amount of sustainable
amenities and eco-options.
First aid and safety
Earthquake
If you are inside the convention center and an earthquake occurs,
please stay calm and seek shelter under a desk or sturdy piece
of furniture. Do not go outside and do not run. Stay clear of
windows, wall hangings, and mirrors. Duck, cover your head
and neck to avoid injury, and hold until the shaking has stopped.
After the shaking has stopped, you may use emergency exits to go
outside if you desire.
Emergency evacuation
In the event of a necessary evacuation, The Moscone Center
will announce via the public address system that an evacuation
must occur. Please follow the direction of staff and proceed to
the nearest exit in a calm and safe manner. Do not use elevators
during an evacuation.
Emergency services
For emergency assistance, please call 511 from any house phone
or installed phone. This action will alert all necessary parties.
119
 Experience
General Information
First Aid Locations and Hours
Moscone South-Exhibit Level, opposite Room 106 in Alley 4
Tuesday, November 17 7:00 a.m.–8:00 p.m.
Wednesday, November 18 7:00 a.m.–10:00 p.m.
Thursday, November 19 7:00 a.m.–6:00 p.m.
Friday, November 20 7:00 a.m.–12:00 p.m.
Moscone North - Exhibit Level opposite room 124
Tuesday, November 17 7:00 a.m.–8:00 p.m.
Wednesday, November 18 7:00 a.m.–8:30 p.m.
Thursday, November 19 7:00 a.m.–6:00 p.m.
Friday, November 20 7:00 a.m.–12:00 p.m.
Esplanade–Next to Room 300
Tuesday, November 17 7:00 a.m.–8:00 p.m.
Wednesday, November 18 7:00 a.m.–8:30 p.m.
Thursday, November 19 7:00 a.m.–6:00 p.m.
Friday, November 20 7:00 a.m.–12:00 p.m.
Lost and found
Should you leave an item in a meeting room or in the Cloud
Expo, please visit the information counters located in the South
Lobby and North Lower Lobby for assistance.
Registration desk
The registration desk is located in the North Upper Lobby. Staff
is available to assist you during the following hours:
Tuesday, November 17 7:00 a.m.–8:00 p.m.
Wednesday, November 18 7:00 a.m.–8:30 p.m.
Thursday, November 19 7:00 a.m.–6:00 p.m.
Friday, November 20 7:00 a.m.–12:00 p.m.
Session presentations
Final versions of all session presentations will be placed on a
special conference page on the salesforce.com Web site shortly
after the conference—for a limited time only. To access these
presentations please visit www.salesforce.com.
Smoking policy
According to California State Law, smoking is not permitted
inside public places. Smoking is allowed only in designated
smoking areas outside of Moscone North and South on the
street level.
120 The Cloud-Computing Event of the Year
Transportation assistance
Taxis
Taxis are readily available in downtown San Francisco, and no
advance reservations are required.
:: Estimated one-way cost to/from San Francisco International
Airport (SFO): US$45 per taxi
:: Estimated one-way cost to/from Oakland International
Airport (OAK): US$60 per taxi
Airport shuttles
Several airport shuttles serve the conference hotels. Please speak
to the doormen or concierge desk to make arrangements for your
departure.
:: Estimated one-way cost to/from SFO: US$15 per person
:: Estimated one-way cost to/from OAK: US$25 per person
Travel time to SFO via taxi or shuttle is approximately 20 minutes.
Travel time to OAK is approximately 30 minutes. Please allow
extra travel time during peak traffic hours.
Special discounts have been arranged for attendees through
SuperShuttle. Please visit www.supershuttle.com to book your
discounted ride. Group discount code is DWGXN.
BART
Bay Area Rapid Transit (BART) provides transfers from SFO
and OAK to downtown San Francisco. The service is convenient,
fast, and inexpensive. Trains depart four to five times an hour from
each airport, and the downtown stations are a short walk to most
downtown hotels. The closest BART station to The Moscone
Center is the Montgomery Station.
:: Estimated one-way cost to/from SFO: US$8.10
:: Estimated one-way cost to/from OAK: US$3.80 plus
US$3.00 for the AirBart Shuttle from the BART station to
the airport.
Travel time to SFO via BART is approximately 35 minutes. Travel
time to OAK is approximately 20 minutes. Please allow extra time
for BART transfers at the airports. For more information, please
visit www.bart.gov.
 Experience
General Information

Wi-Fi instructions
Wi-Fi Internet access will be available throughout The Moscone Encryption is 128-bit. Please be courteous to your fellow users.
Center in designated areas. To access the Internet, select Avoid excessive bandwidth usage and take all appropriate
“salesforce” as the SSID (network name). network security precautions to keep your data safe.

Hotel information

Hotel Name Walking Phone Number Fax Number URL Address

Distance
San Francisco Marriott Marquis 1 block 1-415-896-1600 1-415-486-8101 www.marriott.com 55 Fourth Street
San Francisco, CA 94103
Courtyard by Marriott - Downtown 2 blocks 1-415-947-0700 1-415-947-0800 www.marriott.com 299 Second Street
San Francisco, CA 94105
Four Seasons 2 blocks 1-415-633-3000 1-415-633-3001 www.fourseasons.com 757 Market Street
San Francisco, CA 94103
Grand Hyatt San Francisco 6 blocks 1-415-398-1234 1-415-391-1780 www.grandsanfrancisco.hyatt.com 345 Stockton Street
San Francisco, CA 94108
Hilton San Francisco 6 blocks 1-415-771-1400 1-415-771-6807 www.sanfranciscohiltonhotel.com 333 O’Farell Street
San Francisco, CA 94102
Hotel Abri 4 blocks 1-415-392-8800 1-415-398-2650 www.hotel-abri.com 127 Ellis Street
San Francisco, CA 94102
Hotel Monaco - Kimpton Hotel 6 blocks 1-415-292-0100 1-415-292-0111 www.monaco-sf.com 501 Geary Street
San Francisco, CA 94102
Hotel Nikko 5 blocks 1-415-394-1111 1-415-394-1106 www.hotelnikkosf.com 222 Mason Street
San Francisco, CA 94102
Hotel Vitale 1 mile 1-415-278-3700 1-415-278-3730 www.hotelvitale.com 8 Mission Street
San Francisco, CA 94105
Hotel Palomar - Kimpton Hotel 1.5 blocks 1-415-348-1111 1-415-348-1529 www.hotelpalomar-sf.com 12 Fourth Street
San Francisco, CA 94103
InterContinental San Francisco 1 block 1-415-616-6500 1-415-616-6581 www.intercontinentalsanfrancisco.com 888 Howard Street
San Francisco, CA 94103
JW Marriott Union Square 7 blocks 1-415-771-8600 1-415-398-0267 www.marriott.com 500 Post Street
San Francisco, CA 94102
Larkspur Hotel Union Square 7 blocks 1-415-421-2865 1-415-398-6345 www.larkspurhotelunionsquare.com 524 Sutter Street
San Francisco, CA 94102
San Francisco Marriott Union Square 6 blocks 1-415-398-8900 1-415-989-8823 www.marriott.com 480 Sutter Street
San Francisco, CA 94108
Omni Hotel San Francisco 10 blocks 1-415-677-9494 1-415-273-3038 www.omnihotels.com 500 California Street
San Francisco, CA 94104
Palace Hotel - Starwood Luxury 3 blocks 1-415-512-1111 1-415-543-0671 www.starwoodhotels.com 2 New Montgomery Street
Collection San Francisco, CA 94105

Parc 55 Union Square Hotel 5 blocks 1-415-392-8000 1-415-403-6602 www.parc55hotel.com 55 Cyril Magnin Street
San Francisco, CA 94102
Prescott Hotel - Kimpton Hotel 5 blocks 1-415-563-0303 1-415-563-6831 www.prescotthotel.com 545 Post Street
San Francisco, CA 94102
Serrano Hotel - Kimpton Hotel 6 blocks 1-415-885-2500 1-415-474-4879 www.serranohotel.com 405 Taylor Street
San Francisco, CA 94102
Sir Francis Drake Hotel 6 blocks 1-415-392-7755 1-415-391-8719 www.sirfrancisdrake.com 450 Powell Street
San Francisco, CA 94102
St Regis San Francisco 1 block 1-415-284-4000 1-415-284-4100 www.starwoodhotels.com 125 Third Street
San Francisco, CA 94103
Triton Hotel - Kimpton Hotel 5 blocks 1-415-394-0500 1-415-394-0555 www.hoteltriton.com 342 Grant Street
San Francisco, CA 94108
Villa Florence 5 blocks 1-415-397-7700 1-415-397-1006 www.villaflorence.com 225 Powell Street
San Francisco, CA 94102
W San Francisco 1 block 1-415-777-5300 1-415-817-7823 www.starwoodhotels.com 181 Third Street
San Francisco, CA 94103
The Westin San Francisco, Market Street 1.5 blocks 1-415-974-6400 1-415-543-8268 www.westin.com 50 Third Street
San Francisco, CA 94103
The Westin St. Francis 5 blocks 1-415-397-7000 1-415-774-0124 www.westinstfrancis.com 335 Powell Street
San Francisco, CA 94102

121
 Experience
Moscone Center Maps

South Lobby
Stairs DOWN Stairs DOWN Stairs UP
to Esplanade Stairs UP
to Mezzanine Level to Mezzanine Level to Esplanade

MOSCONE CENTER
Escalator DOWN
STREET LEVEL
Escalator DOWN Escalator DOWN Howa
to Exhibit Level to Exhibit Level to Exhibit Level
MOSCONE NORTH 300

Escalator DOWN
Registration

to Exhibit Level
Force.com Force.com
Zone Theater
North Lobby

Esplanade Breakout Sessions

303 304

N
Howard Street
305 306
Keyn
307 308

South Lobby
Stairs DOWN Stairs DOWN Stairs UP
to Esplanade Stairs UP
to Mezzanine Level to Mezzanine Level to Esplanade
309 310

Escalator DOWN Escalator DOWN Escalator DOWN Stratus Howa

to Exhibit Level to Exhibit Level to Exhibit Level Café
300

MOSCONE ESPLANADE

Force.com Force.com EAST MEZZAN

Zone Theater
203 228 230
WEST MEZZANINE
Esplanade Breakout Sessions

303 304 208 220 222 224 2

204
270 254 206
202 210
Breakout
Sessions
214 216 218
250 305 306 200 212
Keyn
307 308

309 310

Stratus
Café

MOSCONE ESPLANADE

EAST MEZZANI
203 228 230
122 The Cloud-Computing Event of the Year
WEST MEZZANINE

220 222 224 2

 Experience
Moscone Center Maps

MOSCONE CENTER EXHIBIT LEVEL

MOSCONE NORTH

Cloud Expo
Birds-of-a-Feather Lunches/
Campground/Meal Seating/
Welcome & Networking Reception
N Hal
alll D

New to
Dreamforce

Escalator UP to
Attendee

North Lobby
Orientation/ 123 124 125
Breakout
Sessions Breakout Sessions
134 120 121/122

133 132 131 130

P
de Breakout Sessions

Howard Street Howard Street

300

Hands-On Training
& Certification

104 103 102

Force.com
Theater Material
Pick-Up

304

Networking
306
Keynotes & Global Gala Lounge &
Meal Seating
308

Hall B/C Hall A

310
MOSCONE SOUTH
us
é

NADE

EAST MEZZANINE
203 228 230 232 234
123
208 220 222 224 226 236
204
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© 2009 Adobe Systems Incorporated. All rights reserved. Adobe, the Adobe logo, the Adobe AIR logo, Flash,
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updates while in the field
• Capture emails and phone call notes
right when they happen
• Got a meeting at a new location?
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Mobile and your GPS enabled
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©2009 Research In Motion Limited. All rights reserved. BlackBerry®, RIM®, Research In Motion®,
SureType®, SurePress™ and related trademarks, names and logos are the property of Research In Motion
Limited and are registered and/or used in the U.S. and countries around the world.

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The Cloud-Computing Event of the Year
The Cloud-Computing Event of the Year
The Cloud-Computing Event of the Year
The Cloud-Computing Event of the Year
 Will the business
change you?
Or will you
change the
business?
The very fact that you’re at Dreamforce tells you We’re already well known as a leader in delivering
something — about you and your company. You don’t CRM services — recognized by external evaluators
subscribe to the traditional view that every business for our experience in thousands of implementations
application needs to come shrink-wrapped, on a CD around the world, including those based on Salesforce.
and take years to implement. com applications. We help you set that vision, rally the
organization around it, and stay on track for success.
Packaged software may have been fine in the 1990s,
but this is a new time. A time when the power of We also have the widest array of services — everything
ideas — not the power of software — is what helps from technology and process consulting, to change
companies accomplish great things. management, security & privacy and financial advisory
services. In short, no other consulting firm can give your
But at the end of the day, Salesforce.com’s applications
company such a 360° view of your business — and
alone aren’t what make the difference. It’s your people
how to achieve success.
— working together towards a clear goal, based on a
solid strategy and optimizing powerful processes. That’s We’d like to do the same for you. Please visit us in the
where Deloitte comes in. Dreamforce Expo to learn more about how we can help
you change your business.

As used in this document, “Deloitte” means Deloitte Consulting LLP, a subsidiary of

Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the
legal structure of Deloitte LLP and its subsidiaries.
Copyright © 2009 Deloitte Development LLC. All rights reserved.
Member of Deloitte Touche Tohmatsu