marketing cloud: the dawn of the digital marketer
TRANSCRIPT
The Dawn of the Digital Marketer Welcome to a new era of marketing
Adam Maris Enterprise Account Executive Marketing Cloud
[email protected] @adammaris
Forward-Looking Statements
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• Why Salesforce Marketing Cloud
• Customer Success Stories
• Customer Journey
• Demo
• What is next…
Agenda
Causing the Lines of CRM to Blur Customer journeys connect sales, service, & marketing
*Transforming Customer Experience: From Moments to Journeys, 2013
Journeys are strongly correlated with business outcomes.
+36% Customer
satisfaction
+15% Revenue growth
+28% Willingness to recommend
+33% Less likely to cancel/churn
<1990 1990s
Events Direct Fax Direct Mail Telephone
1999 2000s 2016 TV Radio Print Display
IM Email Events Direct Fax Direct Mail Telephone
TV Radio Print Display Cable TV Website Search Online Display
IM Email Events Direct Fax Direct Mail Telephone
TV Radio Print Display Website Search Online Display Paid Search Landing Pages Microsites Online Video Webinars Affiliate Marketing
Mobile Email SMS IM Email Events Direct Fax Direct Mail Telephone
TV Radio Print Display Website Search Online Display Paid Search Landing Pages Microsites Online Video Affiliate Marketing Webinars Blogs RSS Podcasts Contextual Wikis Social Networks Mobile Web
SnapChat/Poke Apps/Push Notifications Group Texting Social DM Voice Marketing Mobile Email SMS + MMS IM Events Email Direct Fax Direct Mail Telephone
TV Radio Print Display Website Search Online Display Paid Search Landing Pages Microsites Online Video Affiliate Marketing Webinars Blogs/ RSS Podcasts Contextual Wikis Social Networks Mobile Web Behavioral Social Media & Ads Virtual Worlds Widgets Twitter Mobile Apps Geolocation Pinterest Vine
CHANNEL EXPLOSION
Marketing Cloud Overview Marketing Cloud
The Salesforce Marketing Cloud
Audience Content Personalization
The Salesforce Marketing Cloud
Ads Web Email Mobile Social Group Messaging
Apps Service
Sales
Community
Audience Content Personalization
Ads Web Email Mobile Social Group Messaging
Apps Service
Sales
Community
Audience Content Personalization
Customer Journey
The Salesforce Marketing Cloud
Engage at Every Step of the Customer Success Journey
Ads Web Email Mobile Social Group Messaging
Apps Sales Service Community
Our vision and approach to your digital program
The goal is to identify the desired end state we are aiming for as well as where we are now, whilst identifying the steps necessary to get there.
Powering Success in Every Industry
Technology Financial Services & Insurance
3.1B API calls
in a month
100TB stored by a
single customer
21B messages sent
in a month
99.96% product uptime
Travel & Hospitality
Internet & eCommerce
™
Retail/CPG Communications & Media
KLM Leads the Industry on Social Most Socially Devoted Brand (4 quarters in a row) + Digital Marketing NIMA Award Handles 45,000 social mentions weekly, ramping from 20 agents to over 200 Tying social interactions to the customer record, exposed to persers on KLM planes Using paid advertising via agency (Storm) to fill low inventory routes (€25M in 2014 sales)
Room & Board Helps Customers Complete the Room with Predictive Intelligence
“Our goal is to present the customer with content that is relevant, not invasive.”
Kimberly Ruthenbeck, Director of Web Customer Experience, Room & Board
Bridged the gap between online and offline data to optimize Predictive Intelligence algorithms
Incorporates online reviews, in-store sales, and more to deliver highly accurate recommendations
150% higher conversion rate for customers who engaged with predictive content
Industry: Consumer Products & Retail Segment: GB
Royal Bank of Canada Uses the Marketing Cloud to Connect with Customers Largest financial institution in Canada with 15 million customers across 51 countries
Needed a centralized view of the customer and provided a way to build and manage custom multi-channel preference center
Leverages the Marketing Cloud to connect with customers through email, mobile, and web
Customer Journey Marketing Cloud
Personas
Samuel Service
Rachel Morris Customer
Andy Associate
Rachel M O R R I S
NTO
Not an NTO Customer
Facebook User
Moving
NTO On Facebook, Rachel encounters a social ad relevant to her interests.
Social Studio
Facebook User
Active Audiences
NTO Rachel clicks on the Facebook AD, shops the NTO website, and chooses in-store pickup.
Predictive Intelligence
Facebook User
Purchase History
NTO
Predictive Intelligence
Rachel opts in to receive SMS and email notifications from NTO and receives and offer to download the NTO app which she does.
Mobile Connect
Purchase History
Facebook User
Opt In
NTO
Custom Mobile App
Purchase History
Facebook User
Mobile Number
In App Tracking
Custom Mobile App
Heroku Connect
360° Customer Profile
Opt In
Email Address
Rachel downloads, opens and explores the NTO consumer app.
NTO Rachel downloads, opens and explores the NTO consumer app.
Purchase History
Facebook User
Opt In
Email Address
Mobile Number
In App Tracking
Custom Mobile App
Custom Mobile App
Heroku Connect
360° Customer Profile
NTO Rachel explores the NTO consumer app.
Purchase History
Facebook User
Opt In
Email Address
Mobile Number
In App Tracking
Custom Mobile App
Custom Mobile App
Heroku Connect
360° Customer Profile
NTO Rachel explores the NTO consumer app.
Purchase History
Facebook User
Opt In
Email Address
Mobile Number
In App Tracking
Custom Mobile App
Custom Mobile App
Heroku Connect
360° Customer Profile
NTO Rachel explores the NTO consumer app.
Purchase History
Facebook User
Opt In
Email Address
Mobile Number
In App Tracking
Custom Mobile App
Custom Mobile App
Heroku Connect
360° Customer Profile
NTO Rachel explores the NTO consumer app.
Purchase History
Facebook User
Mobile Number
In App Tracking
Custom Mobile App
Custom Mobile App
Heroku Connect
360° Customer Profile
Opt In
Email Address
NTO Rachel explores the NTO consumer app.
Purchase History
Facebook User
Opt In
Email Address
Mobile Number
In App Tracking
Custom Mobile App
Custom Mobile App
Heroku Connect
360° Customer Profile
NTO Rachel explores the NTO consumer app.
Purchase History
Facebook User
Opt In
Email Address
Mobile Number
In App Tracking
Custom Mobile App
Custom Mobile App
Heroku Connect
360° Customer Profile
NTO Rachel explores the NTO consumer app.
Purchase History
Facebook User
Opt In
Email Address
Mobile Number
In App Tracking
Custom Mobile App
Custom Mobile App
Heroku Connect
360° Customer Profile
Interests and Preferences
NTO
Purchase History
Facebook User
Opt In
Email Address
Mobile Number
In App Tracking
Interests and Preferences
Custom Mobile App
Custom Mobile App
Heroku Connect
360° Customer Profile
And if she runs into trouble, Rachel can push the SOS button to reach a Service Agent. After exploring the App, Rachel leaves the house to pick up her order.
NTO
Rachel receives a push notification as she nears the store. Rachel has a 20% off coupon, and decides to shop in store before picking up her order.
Purchase History
Facebook User
Opt In
Email Address
Mobile Number
In App Tracking
Geo-Tagging
Custom Mobile App
Custom Mobile App
Heroku Connect
360° Customer Profile
Andy A S S O C I A T E
NTO
Knowledge
Chatter
Actions
Files
360° Customer View
Predictive Intelligence
App Cloud
NTO
Integration
Predictive Intelligence
Andy checks Rachel’s “Active Order” for store pick-up and makes product recommendations to Rachel
NTO
App Cloud
Salesforce Connect
Andy adds Rachel’s new selections to the cart but one item is out of stock. Andy locates the item in a store nearby, and has it shipped to her the next day.
NTO
360° Customer View
Andy reviews the order with Rachel and a mistake is found in the shipping address. Outdated and incorrect consumer data can be updated on the spot, which traditionally has been a challenge to retailers.
NTO Andy confirms that Rachel would like to receive an email receipt, and thanks her for coming to the store that day.
Email Receipt
360° Customer View
NTO
SOS Video Chat
Rachel has a problem with her new purchase. She pushes SOS and a live video chat is started.
Purchase History
Facebook User
Opt In
Email Address
Mobile Number
In App Tracking
Geo-Tagging
Custom Mobile App
Custom Mobile App
Heroku Connect
Samuel S E R V I C E
NTO
Omnichannel Service Console
360° Customer Profile
Transaction History
SOS: Co-Browsing
SOS: Video Chat
Knowledge
Predictive Intelligence
NTO
Omnichannel Service Console
SOS: Co-Browsing
SOS: Video Chat
SOS: Within the omnichannel service console, Samuel sees an inbound SOS request from Rachel.
NTO
Knowledge
Samuel has a visibility to recalled products with Service Cloud and can easily find the right answers to shopper inquiries using Knowledge
NTO
Survey
After the SOS call, Rachel receives an email and is invited to respond to a quick survey.
App Exchange Surveys
NTO Rachel is able to effortlessly offer her opinion on the level of service she received.
App Exchange Surveys
Demo Marketing Cloud
Do you know who your customers are?
Where are they in their journey?
Are you engaging and moving them along the journey?
Are you measuring the impact on your
business goals?
Four Questions
What is next? Marketing Cloud
CU
RR
ENT AWARENESS
• ….
BROWSE
• …..
COMPARE
• ….
PURCHASE
• ….
FUTU
RE
POST-PURCH.
• …..
RETENTION
• …..
LOYALTY
• ….
AWARENESS BROWSE COMPARE PURCHASE POST-PURCH. RETENTION LOYALTY
ACTIVE AUDIENCES
CLOUDPAGES
DYNAMIC TEMPLATE + CONTENT
TWITTER LEAD GEN. ANNIVERSARY ONBOARDING SERIES
MOBILE RESPONSIVE TEMPLATE
WEB INTERSTITIAL
WEB OPT-IN
RE-ENGAGEMENT
BIRTHDAY
BROWSE RE-TARGETING SOCIAL SHARING
MOBILE OPT-IN MOBILE OPT-IN CART ABANDONMENT
PROGRESSIVE PROFILING
REFERRAL PROGRAM REFERRAL PROGRAM CLIENTELLING
RATINGS & REVIEWS RATINGS & REVIEWS
SOCIAL CONTEST/OPT-IN SOCIAL CONTENT/OPT-IN
POST-PURCHASE STREAM
PRODUCT EDUCATION
PREFERENCE CENTER
SOCIAL DISPLAY ADS
SOCIAL CUSTOMER CARE
SOCIAL LISTENING
MOBILE ALERTS
SOCIAL PUBLISHING
LOYALTY PROGRAM
MOBILE APP ACQUISITION
MOBILE PROMOS
LOYALTY PROGRAM
WIN BACK
GEO-FENCING
GUIDED PREFERENCE CENTER
IBEACONS
NEWSLETTERS
OPT-DOWN
PRODUCT RECOMMENDATIONS
RE-ENGAGEMENT
TRANSACTIONAL COMM + PERSON. PROMO CONTENT
WISH LIST
1. Lines between Sales, Service and Marketing are blurring
2. Customer Journey is key in being successful as a marketer
3. Break down the siloes in your organization and between channels
4. Start mapping out your customer journey
To sum it all up
1. Lines between Sales, Service and Marketing are blurring
2. Customer Journey is key in being successful as a marketer
3. Break down the siloes in your organization and between channels
4. Start mapping out your customer journey
To sum it all up TODAY - raffle in the Keynote room at 16:30
Your feedback is very valuable to us. Fill in this evaluation survey* for a
chance to win an Apple Watch today!
www.bit.ly/EssentialsDXB
*at the registration desks or on your smartphone
TODAY - raffle in the Keynote room at 16:30
Your feedback is very valuable to us. Fill in this evaluation survey* for a
chance to win an Apple Watch today!
www.bit.ly/EssentialsDubai
*at the registration desks or on your smartphone
thank y u