marketing cloud - partner office hour (february 2, 2016)
TRANSCRIPT
Journey Builder & Marketing Cloud Connect 2016-01 Release Highlights and Roadmap February 2, 2016
Karalee Slayton Principal Product Marketing Manager [email protected] @cablemaven
• What is a Customer Journey
• Things to look out for and FAQs
• Walk through Journey Builder Capabilities
• Q&A
Agenda
Forward Looking Statements
Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Connected Customers
Community
Product
Mktg.
App
Online
Events
Sales
Retail
Care
Customers Expect Unified & Relevant 1:1 Experiences
Product Marketing Online Retail Care
Transforming Customer Experience: From Moments to Journeys
Average Customer Experience (Journey)
20% increase in customer satisfaction for companies
that manage the journey across departments
Breaking Down the Silos for Better Customer Experiences
Why is the customer journey so important?
Why is the customer journey so important?
89% OF MARKETING LEADERS EXPECT TO
COMPETE PRIMARILY ON THE BASIS OF CUSTOMER EXPERIENCE BY 2016
Source: Gartner, Inc., “Customer Experience Is the New Competitive Battlefield”, June 4, 2015
Marketing Cloud Connect Create a 1-to-1 customer journey across the Customer Success Platform
Personalize Digital Marketing with CRM Data
Create Cross-Cloud Engagement Enhance the Single Customer View
Social
Advertising
Website
Mobile
Devices
Build relationships and loyalty by delivering data-driven personalized messages at scale.
Leverage customer data from across the entire
Customer Success Platform to personalize every interaction across every channel.
Join the forces of Marketing and Sales to ensure consistent branding and messaging. Driving more relevant conversations and boost engagement.
Personalize Digital Marketing with CRM Data
Easily build cross-cloud journeys across marketing, sales and service. • Sales journeys, service journeys, app
adoption journeys, any journey. Listen for events or changes in the Sales or
Service Cloud to launch customers into a Journey or to trigger an email. • Dynamic support communications or
onboarding campaigns. Create or update records within the Sales
Cloud & Service Cloud as part of the Journey. • Create Leads, Contacts, Accounts, Tasks,
Cases, Add/update Campaign Member.
Create Cross-Cloud Engagement
Strengthen the single view of your customer in the Salesforce CRM, by pushing opens, clicks and bounces to the Contact Record, creating a full interaction history for every individual.
Have a complete view of how a contact, lead, or account responds to email campaigns with real-time email tracking data.
Now everyone across your entire organization can see how and when a customer is engaging with you.
Enhance the Single View
BHTP Breaks Down Siloes to Revolutionize the New Hire Experience
“We are always looking at more efficient ways to better the traveler’s experience, and grow our global brand.”
Brad Rutta, VP of Marketing, Berkshire Hathaway Travel Protection
Implemented internal journey to recruit and onboard new sales reps, connecting marketing, sales, and human resources
Leverages email and SMS to keep reps up-to-date on latest products and training opportunities
Connects Marketing Cloud and Sales Cloud to automate the sales process using Journey Builder, saving sales teams 2-3 months of effort per year on ramp up
Marketing Cloud Connect - New Cross-Cloud Features in January ‘16
Cross-Cloud Engagement Start journeys and trigger activities that connect interactions across Clouds, natively from Marketing Cloud Build Journeys Across Clouds Sales journeys, service journeys, any journey Point and Click Integration Integrate in just a few clicks
Continuous Data Refresh Keep any standard or custom objects connected to Marketing Cloud
Social
Advertising
Website
Mobile
Devices
Continually Stream CRM Data into the Marketing Cloud
Integrated Data
Shared Platform Services
Continuous Innovation
Personalize Digital Marketing
Select all the Salesforce data you want available in Marketing Cloud INCLUDING CUSTOM OBJECTS
Continuous data refresh keeps the Marketing Cloud
up to date
Use all your Salesforce Data in any Marketing Cloud
application
Multi-org Configuration Enterprise 2.0 Setup
Salesforce Org Enterprise 2.0
Business Units
Salesforce Org
Salesforce Org
Multi-org Configuration FAQs Enterprise 2.0 Marketing Cloud account Custom Profile Center
• Standard Salesforce Profile Center not supported
•Adopt Connected App • Gives ability to disconnect account (BU) to SC Org safely so that
BU can be integrated with different SC Org How to get it:
• Create a Support case and requesting Multi-Org be enabled for account
• INTERNAL: Insert quality of “multiorg” into SF_Integration BR
• Only applies towards v5 of integration
• Salesforce_ConnectedApp must also be set to “On” and quality of “always”
Once turned on, should not be turned off
Data Stream not currently supported
JB Integrations not currently supported
Web Collect not supported
Sharing of Salesforce Data Extensions (SFDE) is prohibited
Mapping of MC attributes to SC Contact/Lead/Account fields is only supported for standard SC fields
Connected App Authentication
• Greater security and control connecting to the Sale Cloud and Service Cloud
• API limits lifted as REST and SOAP restriction are removed
• Mapping to Sales Cloud and Service Cloud will no longer require passwords
- Password Expiration no longer an issue
Connected App Authentication FAQs Required for Multi-Org and Data Stream. Required for all Marketing Cloud Connect customers on 6/1/2016. Supports all account types except OYB (always) and L&P accounts
(01). Controlled by the Salesforce_ConnectedApp BR which has 2
states: • ON with no quality. Available but not required in the account
(existing customers). • Disconnecting the account results in falling back to the old
mapping. Users must also disconnect the legacy connection to actually “reset” the connection.
• ON with quality always. Only authentication mechanism for MCC (new customers).
Salesforce_ConnectedApp BR Required for all BUs Schedule a sending outage during the upgrade process Auto-
mapping supported for 14 days when connecting to the same production Org
Cross Cloud Journeys Salesforce Sales and Service Events & Activities
• Entry Events – Listens for triggers like Service Case Closed, or changes that occur in the Sales or Service Cloud to launch customers customers into a Journey
• Activities – Create or update records
within the Sales Cloud & Service Cloud during a Journey. Create Lead, Contact, Account, Task, Case, Add/update Campaign Member
• Engagement Data – Emails sent through Journey Builder will return tracking to the Sales Cloud & Service Cloud
Journey Builder Sales and Service Events and Activities now available with Marketing Cloud Connect
Integrated Data
Shared Platform Services
Continuous Innovation
Connecting the Clouds Just Got Easier
Specify the Sales and Service Cloud objects you want to watch, including
custom objects React to changes to Sales and Service Cloud objects.
Create or update objects in Sales/Service Cloud
Events
Activities
2015 Roadmap
Service Cloud - New Case Start a Journey when a new Case is added in the Service Cloud.
• Standard “Event” type to select
• Easily connect Sales and Service Cloud activity with your journey
• Entry Events – Listens for triggers like Service Case Closed, or changes that occur in the Sales or Service Cloud to launch customers customers into a Journey
• Activities – Create or update records
within the Sales Cloud & Service Cloud within a Journey.
• Engagement Data – Emails sent through
Journey Builder will return tracking to the Sales Cloud & Service Cloud
Journey Builder Sales and Service: Activities and Events
Journey Builder Sales and Service: Events
Watch any object in Sales and Service Cloud Monitor Create or Update Filter Journey Participants Specify Data Payload Creates Flows for objects
Journey Builder Sales and Service: Activities
Create or update any object in Sales and Service Cloud Map Marketing Cloud data to Sales and Service Cloud fields Key object UX Lead Opportunity Account Contact Case Task Campaign Member Customer Object
Journey Builder Sales and Service: Events and Activities
● Multi-Org - Not supported in 01 release ● Provisioning
SalesforceIntegrationPackageProduction for each BU, and MarketingCloud Package 5.493 installed
● External documentation on Help and will be available on release night (Jan 29th)
● Internal documentation can be found in Base under Salesforce - Journey Builder Integration
Events and each activity are covered, including known issues
● Troubleshooting guide - also available in Base under Salesforce - Journey Builder Integration
Will include SQL queries
JB Sales & Service FAQs
Attribute Mapping
Custom Objects
- Supported by Events and Activities
Marketing Cloud package 5.493
What Is Automation Studio?
Send regularly scheduled batch messages
Integration, data movement, SQL queries and list segmentation
Report delivery, keeping everyone informed without manually running reports
Automation Studio
Automate simple and complex system activities.
The Decision Split Activity now supports the ability to create up to 20 paths in one activity. Multiple Paths
Distinct Filters
Activity and Path Labelling
Prioritization
Reorder Paths
Automatic Upgrade
Decision Split Activity
Add an activity to an interaction flow that will wait until an event occurs for the contact currently in the activity or an optional specified duration expires before moving onto the next activity in the flow.
To request this activity, contact Support To enable this feature in a customer’s account,
please review the provisioning instructions here.
Wait Until Activity - Pilot
Event Data is point-in-time data captured at the time of an event.
Personalize a message or evaluate a contact based on event data.
Can also be used for events that utilize Marketing Cloud Connector Events or Audience Builder Events.
Initial Customers • BBVA • Carmax • Fanatics • Fidelity • L’Oreal • Sony EMEA • Vimeo
Event Data - Beta
New Features Glossary Marketing Cloud Connect (Dreamforce Message that will become the new name)
The new brand name of Marketing Cloud Connector, Was a launch message from Dreamforce used to package the new features of the Marketing Cloud Connector and the new cross-cloud capabilities it provides in Journey Builder.
Marketing Cloud Connector (aka v5 or Salesforce Connector)
The old name for the packaged app used to connect, communicate and interact with the Sales & Service Clouds.
Data Stream (formerly know as Data Connector or Data Sync)
A new feature of Marketing Cloud Connect that will allow customer to set up a one way sync process FROM Salesforce Objects TO Marketing Cloud.
Journey Builder Sales & Service Activities
New Journey Builder Activities that interact directly with Salesforce information like converting a lead or creating a task.
Journey Builder Sales & Service Entry Events
New Journey Builder Entry Events, that listens for triggers directly within Salesforce information, like the closure of a Service Cloud Case
Connected App Authentication
A new Security and Authentication method that ensures that the API calls used by Marketing Cloud connect are not counted against API usage in the Sales or Service Cloud. It also alleviates the need to use passwords in the Marketing Cloud for integration.
Multi-Org Configuration A new configuration option where Enterprise 2.0 accounts will now have the ability to integrate to a Salesforce Org at the Business Unit Level, allowing one Marketing Cloud Enterprise 2.0 account to connect with multiple Salesforce Orgs
Resources
Resources
Deep dive enablement: SalesforceSME GovX Webinar: Chatter Groups:
• NA7 - SalesforceSME • Org62- Marketing Cloud Connect
(Integration) Help.exacttarget.com
- Marketing Cloud Connector Updates
• Pitch Deck • Data sheet • FAQ • Feature list
Two Demo Videos • Marketing Cloud Connect Cross-Cloud
Journey • New Data Stream
Updated Overview Video - coming soon
Pricing & Availability
Marketing Cloud Connect is free in every edition of the Marketing Cloud. Business Rules for MCC are now enabled automatically in each of the new packages. Marketing Cloud editions pricing begins at $400 a month.
Client
Uber
Sony
FairCompare
Lyft
GovX
Childrens Place
Propellerhead
Americas Test Kitchen
OfficeDepot
Top Customers by Contact Count
2015 Roadmap
Validation & Testing Maps Audiences and Contact Activity
Roadmap: Where is Journey Builder Going?
Scalability and Performance Cross Cloud Journeys
2015 Roadmap
Journey Analytics Metrics at a glance to evaluate the entire journey.
• Standard JB report w email tracking
• Improved dashboard to stay up to date
• Cross channel and goal oriented
2015 Roadmap
Pre-launch Validation & Testing • Test audiences and events to
understand which customers will be added to a journey.
• Simulate the interaction to evaluate how real customers will flow through the campaign.
• Launch with confidence.
2015 Roadmap
Date Trigger
Schedule a campaign trigger
Select Audience
Choose an audience for a campaign
Invite people to receive a triggered email message
Predictive Intelligence
Invite people to subscribe to your SMS and MMS messages
Create an inbound SMS event
Sales Cloud
Create a new case
Take any list and start a journey.
• Allows for any segmentation tools to be used with Journey Builder
• Connect previous campaigns to new journeys MobileConnect Service Cloud Community Cloud
Create a community Add a new lead
Start a Journey
Choose Audience
2015 Roadmap
Choose Audience Take any list and start a journey.
• Allows for any segmentation tools to be used with Journey Builder
• Connect previous campaigns to new journeys
Register for the Partner Roadmap Webinar: Details on the Marketing Cloud Program Changes will be shared in a Partner Roadmap Webinar March 3rd from 9 –10 am PST / 12 –1 pm EST
1.Log into Partner Community
2.Register: https://partners.salesforce.com/partnerEvent?id=a033000000FnqRjAAJ
Program Changes related to Orange62
Additional Announcements