The Top 5 Reasons Customers Abandon Salesforce.Com

The Top 5 Reasons Customers Abandon Zach Nelson President and CEO Salesforce.com NetSuite, Inc.

Agenda NetSuite: Better for Us

NetSuite Overview Courtney Elizabeth Anderson Alan Arvin The Top 5 Reasons Our Customers Say They President Managing Partner Leave salesforce.com

Demonstration Courtney Anderson & Demand Associates, LLC Solutions Group Customer Discussion

Q & A Douglas Stein Eric Wendt VP Development President and Technology

Thousands of Salesforce.com Users Have About NetSuite Switched to NetSuite

25x More Companies Switch to NetSuite Co-Founded by Larry Ellison and Evan Goldberg in 1998 1,000 users - Opal Telecom Largest Integrated SaaS Customer Base 600 users - Premier Conferencing ERP background makes CRM much more powerful 500 users - Colt Telecom

Awesome product: Every Major Award 400 users - Weyerhaeuser 225 users - EBSCO Publishing 100 users - Document Sciences 100 users - CaseCentral

1 NetSuite Ranks Higher in Core Sales Force Automation

Sales Management Discount Management # Forecasting Customer & Partner Portals Functional Breadth Off Line Client Dashboards User Interface 1 Opportunity Management Look and Feel Lead Assignment Pricing and Product Quota Management Document Management Quote Generation Search Capabilities You Can’t Sell Anything Quote-To-Order Features Deployment Options with Salesforce.com Source: Forrester Research

Traditional CRM Focused on Not Even a Customer in Prospects not Customers Salesforce.com’s UI

Suspect

Lead Repurchase + + + + Prospect Service Delivery

+ +

+ + Qualify Order +

Quote Meet

Salesforce.com Starts and Ends at The CRM Process: Now with Sales! the Opportunity

Lead Lead Sales Order Inventory/ Shipment Service Opportunity Opportunity Visibility

Missing The Most Important Element of the The Most Important Element of the Customer Relationship: What they bought! Customer Relationship: What they bought!

2 Customer Lifecycle Management Multi-channel Selling Demands Seamless Integration • Website Hosting • Search Engine Optimization • Lead Dashboard • Website Analytics • Intranet Sales & • Online Catalog Suspect Marketing Tools Lead • Mass E-Mail Repurchase + + Offline

• Upsell/ Cross-sell + Email + Prospect Service Delivery • Advanced Forecasting

• Customer Portal • Project Tracking • Time & Expense + + • Product Catalog • Service Catalog

• Integrated Order Mgmt Online • Bookings Dashboard + + Qualify • Incentive Management Order +

Quote Meet • Group Calendaring Phone • Integrated Quotes/Proposals • Resource Availability • Document Management • Document Publishing © Copyright NetSuite Inc., All Rights Reserved. © Copyright NetSuite Inc., All Rights Reserved.

Order Management Five Reasons Salesforce.com Defines True CRM Users Switch to NetSuite

® Forecast Accuracy

® Marketing ROI # ® Upsell/Cross-sell 2 ® Incentive Compensation

® Support Management Save Money – Lots of Money

® Partner Management

Salesforce.com Lacks Core SFA The Real Cost of Salesforce.com Functionality 100 Users for 1 Year

• Salesforce.com Enterprise $150,000 • Email Marketing (10,000/month) $ 60,000 • No Integrated Quoting • No Integrated Order Management } $ 100,000 • No Integrated Web Analytics $ 12,000 • No Integrated Commissions $ 60,000 • No Mass Email Marketing • Integrated Mass Email Marketing TOTAL $ 382,000 • No Integrated Quoting • Integrated Quoting • No Integrated Order Management • Integrated Order Management • No Integrated Web Analytics • Integrated Web Analytics • No Integrated Commissions • Integrated Commissions

3 The Real Cost of Salesforce.com Five Reasons Salesforce.com 100 Users for 1 Year Users Switch to NetSuite

• Salesforce.com Enterprise $150,000 • Email Marketing (10,000/month) $ 60,000 • No Integrated Quoting # • No Integrated Order Management } $ 100,000 • No Integrated Web Analytics $ 12,000 • No Integrated Commissions $ 60,000 TOTAL $ 382,000 3 • NetSuite CRM+ $154,800 • Integrated Mass Email Marketing No Charge Eliminate Costly and Time • Integrated Quoting No Charge • Integrated Order Management No Charge Consuming Integrations • Integrated Web Analytics $ 3,588 • Integrated Commissions $ 3,588 TOTAL $161,976

The Suite Is Now the Standard in The Composite Application: 1998 Fortune 1000 Web Web Support Support

ERP ERP

Sales Sales

Small to Medium Enterprise Small to Medium Enterprise Web Web

Warehousing Warehousing

SFA SFA Accounting Accounting YEAH Sure this will work

Support Support

4 Salesforce.com’s Own Quote to Tightly Coupled Process Order Process

Quote Customer Type Order in Invoice Re-type into Service Word Walk to Finance Oracle Sales Order Pick & Pack Print Order Leave in basket

Integrated Suite

NetSuite: Your Business On Demand NetSuite: An Integrated Suite

Sales Force Intranet Automation Publishing Quotes & Orders Self- Service Commissions Web Store Marketing

Web Site Customer Support

Time Financials Tracking Budgeting Inventory Order Purchasing Fulfillment

Five Reasons Salesforce.com NetSuite: An Integrated Suite Users Switch to NetSuite

• Campaign to Lead # • Lead to Order • Issue to Resolution 4 • Order to Delivery

• Contract to Service For Solutions Pre-built to

• Contract to Renewal Solve Industry CRM Challenges

5 NetSuite Has Specific Features for NetSuite Has Specific Features Distributors for Services Companies

Inventory visibility Auto job creation from order NetSuite for Distributors NetSuite for Services

Available to promise Service item catalog

Demand forecasting Job tracking

Volume, customer-specific pricing Time tracking

Automated upsell/cross-sell Utilization, resource management

WISMO visibility Service history

360 degree view Self-service Client Center

Self-service Customer Center Document management

Five Reasons Salesforce.com Dashboard Users Switch to NetSuite Customers!

Sales-specific Quotes & #5 KPIs Orders! Industry’s Best Forecasting To Get A Complete View of the Customer

CEO Run Your Entire Business

Sales Rep/ Manager

Ecommerce Manager Your Business, On Demand

Shipping Manager

6 Let’s Hear from Users Demand Solutions Group

Alan Arvin

Demand Solutions Group Example Score Card from a

Business applications solution partner with an On Demand Customer technology focus Lead a company’s technology evolution CRM Comparison CRM Comparison ARCHITECTURE 12 13 utilizing the “On Demand Way” Single Sign On (SSO) | SALES 813 Data Import - Exports zz Lead Management Workflow Oppty Management From plan through implementation Outlook Integration Quote Generation No PDA Integration Product Evaluation Process Flow CRM, ERP, Financials Roles, Responsibilities, Visibility Forecasting Commissions - Sales Comp No z Method D – tuned specifically for selecting, GLOBAL CONSIDERATIONS 78 Multi-Language PARTNER RELATIONSHIP MGMT 03 Multi-Currency External Portal No z implementing and adopting On Demand solutions Localizations | Multi-Organization (Account) CUSTOMER SUPPORT 78 Services charged “On Demand” External Portal - Self Service z REPORTING 68 Case Management service as a subscription Out-of-Box z Workflow z Modify Existing - Create New Entitlement - Assets, SLA, Config No No Dashboard z Partner with all the leading On-Demand Providers FUTURE INTEGRATIONS 2 6 MARKETING 26 Minimal Backoffice Integration |z Campaign Management |z Minimal Additional Lincs and Fees |z Analytics |z

TOTAL SCORE 44 65

z High Functionality (3) Moderate Functionality (2) | Low Functionality (1) No Functionality (0)

Key Functional Advantages of SalesForce.com Limitations NetSuite Overall AppExchange One application and one vendor – integrated ERP, CRM, and eCommerce Requires multiple vendors Extensive out of the box capabilities across the entire application Much more extensible application Each vendor solution may work well with SF.com, but they Client and server side scripting may not work well together Sales May require re-work / additional implementation services Greater visibility to all customer data including sales history Out of the box quotation capability SF.com as an Application Platform Seamless quote to order capability SF.com configuration tools are simple to use, but do not More sophisticated product pricing capabilities provide the flexibility often needed to meet business needs More capable forecast process Out of the box commissions Data visibility between application objects is extremely limited Marketing Cannot enable workflow that is based upon non-UI events Marketing automation with eMail capabilities built into the system Cannot dynamically control field level security Customer/prospect response statistics Direct linkage between marketing campaigns and ROI Out of the box reporting is very limited across the application Customer Support In Short, SF.com’s strength is its simplicity, but it is also a Granular security model for knowledgebase weakness Greater visibility to all customer data including sales history

7 Learning.com

Headquartered in Portland, Oregon

Provides complete curriculum and assessment solutions over the Web to over 1.5 million children Learning.com and their teachers, kindergarten to grade eight

SaaS provider Douglas Stein, VP Development and Technology

Why We Switched Why NetSuite?

Had SFDC from January 2004 until October 2005 Total solution Could migrate all our existing data Switched from needing just CRM to accounting, order Went live with our sales force in September 2005 management, etc. Moved from QuickBooks financials in October 2005 Needed accounting system that could manage revenue Now have an CRM PLUS order management PLUS financials recognition of a subscription software vendor in one system Salespeople create opportunities and quotes Dilemma: What do we need to buy to add to SFDC to Easy to fulfill and invoice and recognize revenue once sold create a complete solution? One place to go to get all data -- in the past 3 people involved in a sale initiated from the field With SFDC, we needed new products and consulting and Now only one person can address all of this; approval all money lashed together: automated SFDC plus a parts bin plus a mechanic Get year over year comparisons in real time – don’t need to wait for the month to close And didn’t find anything we liked

Learning.com "We're coming close to doubling Real issue: Salesforce.com a big improvement on ACT! – NetSuite as big an improvement over SFDC our business over last year SFDC couldn’t fill the bill, couldn’t answer from without adding any accounting “close to cash” – with SFDC, deal done, flurry of staff. With NetSuite, I'm less activity – then Excel, Word docs, manila folders to afraid of growing by a factor of get sales invoiced and booked 10." With Salesforce.com, we could get a deal at the end of the fiscal period and couldn’t book it in time because couldn’t get invoice out the door! Douglas Stein, VP, Development and Technology, Learning.com

8 Courtney Anderson & Associates,

Headquartered: Austin, TX The most elite organizations in the world seek professional Courtney Anderson & services and media appearances from Courtney Anderson Keynote Speaking Customized Corporate Training Associates Executive Coaching Mediated Conflict Resolution Courtney Elizabeth Anderson, JD, MBA Tele-conferences Speaker Training Attorney at Law Consulting Courtneyanderson.com Noted author Legal analyst for MSNBC, Fox, CNN and more Courtney Anderson & Associates

Why Courtney Anderson & Assts. Switched

Anderson travels 300 days a year, relies on booking agents for her business “NetSuite is the undiscovered all-in-one secret tool for success Needed Internet-based solution to run the business for small businesses” Used QuickBooks in previous law practice SFDC: free, functional, and easy + QuickBooks on line Courtney Elizabeth Anderson, JD, MBA Attorney at Law Worked well but time consuming -- Had to duplicate Courtneyanderson.com records in QB and SFDC Wanted Internet real time access, billing accounting Courtney Anderson & Associates

Assemble Connect, Inc

Assemble Connect, Inc. is one of the first and largest distributors of contract manufactured products in the world Assemble Connect, Inc Corporate headquarters and distribution center is outside of Chicago, IL Warehousing abilities nationwide Eric Wendt, President

9 Assemble Connect, Inc: The Big Five

Needed third data base for parts and supply –SFDC handles 1. Includes the core information about the customer opportunities, not items relationship -- orders

Need stronger distribution-centric CRM capabilities 2. Much lower cost because it integrates broad suite of capabilities Does CRM well- one of the first users – But… Third party integration 3. Eliminates costly integrations Connectors to other systems 4. NetSuite includes industry-specific business Not conducive to a system management capabilities for distributors, service The $ spent on CRM wasn’t worth it – we were wasting companies and software companies money 5. 360 degree view of the customer and your Why NetSuite? Looks like Salesforce but designed for a business. distribution business

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