Primary Matters
Press Releases

Press Releases...


Primary Matters

in the News


                                                                        Media Contact:
Noelle MacQueen
Primary Matters, Inc.


Jane Hynes, Inc.

Primary Matters, Inc. Announces The Primary Matters Guide® for’s AppExchange Service & Support 1.0

Activity-based decision support solution provides detailed understanding of cost drivers

San Francisco, Calif. – Oct. 12, 2005 – Primary Matters, Inc., expert provider of activity-based customer support analysis, and, the global leader in on-demand customer relationship management (NYSE: CRM), today announced the availability of The Primary Matters Guide for AppExchange Service & Support 1.0. Built on's Appforce on-demand platform, The Guide™ for Appforce is currently available, and will be generally available via AppExchange at the same time as the Salesforce Winter ’06 release. The Guide is a patent-pending contact center planning application that will leverage Salesforce sales and support data to produce operational plans and analytics that will ensure organizations downstream from sales are properly resourced.   

The Primary Matters Guide is an analytic application that will take sales and service data from Salesforce applications and use it to provide a detailed understanding of underlying cost drivers. Scenario comparisons are then performed to prioritize change initiatives, plan their implementation, and track their success.

With AppExchange Service & Support, customers now have access to new applications that bring the benefits of to an entire business, letting them manage and share all of their company information on-demand.  Using AppExchange Service & Support, companies can easily add new apps to their existing Salesforce deployments, extending their success and making the full power and creativity of the customer and partner community available with just a click.

Bonnie Crater, vice president and general manager of Salesforce Service & Support states: “The Guide from Primary Matters is a welcome addition to the line of sales and customer support solutions available from AppExchange Service & Support. The ability to build analytics around the costs associated with sales and support activities will enable users to uncover their true cost per case, customer and contact, and see the cost and benefit for potential initiatives before the outlay of management time and resources.”
Brian Hinton, president of Primary Matters, adds: “We are very pleased to be a part of AppExchange Service & Support where we can demonstrate the value of The Primary Matters Guide and extend Salesforce into activity-based decision support.  The common goal of Primary Matters and is to enhance the ability to streamline operations, increase understanding of associated costs, and ensure efficiency for contact center customers”.

AppExchange is the world’s first on-demand application sharing service.  Launched at Dreamforce ‘05, AppExchange features dozens of pre-built applications created by customers and partners and is now extended with AppExchange Service & Support 1.0 to embrace all of the needs of Service & Support organizations. AppExchange enables all of these on-demand applications to be easily shared, exchanged and installed with one click into any account. AppExchange can be found at Customers can install Service & Support applications and many others starting with the release of Winter ’06, currently expected in the fourth quarter.  There is no charge for trying applications or using the AppExchange.  Application from partners will typically require a fee; those authored by are offered free of charge. does not take a commission on the sale of applications from partners. 

Appforce is a complete on-demand platform that includes Appforce Builder, Appforce DB, Appforce API and the Appforce OS for development & deployment of multiple on-demand applications.  Appforce provides unprecedented ease of customization and integration for Salesforce deployments, as well as enabling a whole new generation of on-demand applications that go beyond CRM.

About Primary Matters, Inc.

Primary Matters, Inc., provides software products and services that enable activity-based budgeting, planning and business impact analyses. The company’s solution improves budgeting processes and planning decisions in virtually any operationally intensive business environment. Its flagship product, The Primary Matters Guide® is activity-based, content rich software that uncovers underlying costs of corporate functions such as contact centers, sales groups, field organizations, technical support groups, and any other operational function that is activity, task and resource based. With The Guide, business goals are linked to the resource requirements needed to meet these goals. For more information call (902) 794-7095, or visit


About is the market and technology leader in on-demand customer relationship management (CRM). The company’s Salesforce family of on-demand applications enables customers to manage and share all of their sales, support, marketing and partner information on demand. Appforce,’s on-demand platform, allows customers to customize and integrate the Salesforce family to meet their unique business needs, and build whole new powerful applications quickly and easily. Appforce applications are available via AppExchange,’s on-demand application sharing service. Customers can also take advantage of’s world-class training, support, consulting and best practices offerings.

As of July 31, 2005, manages customer information for approximately 16,900 customers and approximately 308,000 paying subscribers including Advanced Micro Devices (AMD), America Online (AOL), Automatic Data Processing (ADP), Avis/Budget Rent A Car (Cendant Rental Car Group), Dow Jones Newswires, Nokia, Polycom and SunTrust. Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all.  Customers who purchase services should make their purchase decisions based upon features that are currently available. has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM". For more information please visit, or call 1-800-NO-SOFTWARE.

### is a registered trademark of, and Appforce and AppExchange are trademarks of,, Inc., San Francisco, California. Other names used may be trademarks of their respective owners.


Questions or problems regarding this web site should be directed to SiteMaster
Copyright 2006 Primary Matters, Inc. All rights reserved.  Site Map
Last modified: May 31, 2006 .