1. © 2005 Right90, Inc. All rights reserved. Manufacturing 101 For Salesforce.com

2. 2©2007 Right90. All Rights Reserved. Have You Ever Wondered … How did RIM know what to build? How did they build it? How much does it really cost RIM? How did RIM know how many to build? How did it actually get to you?

3. 3©2007 Right90. All Rights Reserved. Manufacturing vs. Non-Manufacturing ManufacturingNon-Manufacturing Who Are They?High-tech hardware, medical devices, automotive, apparel, pharmaceuticals … Software, professional services, media, finance, public sector, healthcare … What Do They Sell?Tangible goods, though may also include related services (e.g., warranty) Services that generally rely on knowledge or expertise (e.g., tax advice) How Do They Sell?Direct sales, distribution channels, resellers Direct sales to consumers or businesses What Markets Do They Serve? Whatever market they can easily ship products to Tend to focus on local markets How Do They Make Things? Capital-intensive – large amount of time, resources and coordination needed for products Low start-up costs, flexibility in developing and launching services, greater variability

4. 4©2007 Right90. All Rights Reserved. Sales Has Huge Impact on Manufacturing Process DevelopSellSourceMakeDeliverService Generate ideas Determine features Design hardware & software Manage opportunities Determine customer demand Select suppliers Purchase parts Determine delivery times Set up plant and equipment Produce, test and package products Manage inventory Manage warehouses and shippers Ship to distributors or customers Install product Service customers Manage returns What makes manufacturing challenging? Coordinating multiple departments and companies Physical and time constraints limit flexibility Need very granular information to run efficient supply chain Efficiently producing high-quality, high-volume and complex products Expensive to produce, stock and ship product The Supply Chain

5. 5©2007 Right90. All Rights Reserved. CRM’s Impact in Manufacturing Business Impact Higher supply chain efficiency Lower inventory costs Higher revenue Lower business risk Greater customer satisfaction Lower operational costs Higher productivity When and where will which customers need which products? Will we meet our sales targets? Are we building customer loyalty? Which channels need which products? Are we creating more demand for products? Issues Addressed CRM Benefit Visibility into customers and orders Streamlined sales and lead processes Automated customer service Visibility into distribution channels Optimize marketing campaigns

6. 6©2007 Right90. All Rights Reserved. Key Questions to Ask VP’s How do you determine if you’re meeting your overall and product revenue goals? How do you ensure your customers get what they want and when they want it? How do you coordinate sales orders with operations? Sales Marketing Support How do you determine which products are causing the most service headaches? How easily do you resolve product issues and manage product returns? How do you determine which products and regions are generating the best leads? How well do you market cross-sell and upsell opportunities?

7. © 2005 Right90, Inc. All rights reserved. Thank You Somrat Niyogi Right90 Corporate Sales somrat.niyogi@right90.com 415.202.3901 Amy Guarino Right90 VP WW Sales amy.guarino@right90.com 925.722.5268