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Connecting the Clouds to Drive the Customer Journey

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We no longer live in a world of batch and blast. No two customers are alike, and it's up to you as marketers to identify who your customers are, how they are engaging with your company, how you can …

We no longer live in a world of batch and blast. No two customers are alike, and it's up to you as marketers to identify who your customers are, how they are engaging with your company, how you can drive further engagement, and how to measure the impact of your communications and messaging. The ExactTarget Marketing Cloud gives you easy access to CRM data across the Salesforce Clouds to create a truly personalized journey for each and every customer—whether you have 100 or 100 million. Learn how to take your ExactTarget Salesforce Integration to the next level, with simple use cases to deliver relevant, dynamic, personalized conversations and develop real relationships with your customers though every step of their customer journey.

Take full advantage of your CRM data and build 1:1 customer relationships with the powerful combination of ExactTarget Marketing Cloud and Salesforce CRM.

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  • 1. Connecting the Clouds to Drive the Customer Journey August 19, 2014 #ETWEBINARS
  • 2. Safe Harbor Safe Harbor 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 statement 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 product 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 litigations, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, or relatively limited operating history, our abil ity 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-alesforce. 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 Filing's 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 in 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.
  • 3. Speakers Karalee Slayton Senior Product Marketing Manager kslayton@exacttarget.com @cablemaven #ETWEBINARS
  • 4. Speakers John Koonsman Business Analyst, Salesforce Integration Team jkoonsman@exacttarget.com #ETWEBINARS
  • 5. 1. Learn how to take full advantage of your CRM data 2. Best practices and simple use cases for success 3. New features available now in the integration Key Takeaways
  • 6. Email Mobile Social Web Data & Analytics Marketing Automation The World’s Most Powerful 1:1 Digital Marketing Platform Platform
  • 7. ExactTarget Marketing Cloud The Platform for 1:1 Customer Journeys Build a single view of the customer Plan and optimize the customer journey Deliver personalized content across every channel and device Measure the impact on your business
  • 8. Connecting the Clouds Salesforce1 Customer Platform
  • 9. Do you know who your customers are? Where are they are in their journey? Are you engaging and moving them along the journey? Are you measuring the impact on your business goals? The Four Basic Questions
  • 10. Question One Do you know who your customers are?
  • 11. The Single View of the Customer
  • 12. Understanding Your Customers
  • 13. “We need a simple and easy tool to segment lists and send emails to collect donations when natural disasters occur.”
  • 14. • Identified more than 5,000 existing donors by exporting a conversion report from ExactTarget Marketing Cloud into Salesforce CRM • Reached first responders with emails just one day after a devastating tornado, and sent 500,000 emails by day two. • Raised $190,000 from email alone, with more than 1,900 unique conversions. • Deeply engaged existing donors with a 32% open rate and 5% conversion rate.
  • 15. Enriching the Single View Lead or Contact Campaign or Report ExactTarget Marketing Cloud Email Internet Service Provider (ISP) Subscriber Takes Action (Open, Click, Bounce, Forward to Friends, etc.) Engagement Data Added Directly to Salesforce (Open, Click, Bounce, Forward to Friends, etc.)
  • 16. Question Two Do you know who your customers are? Where are they in their journey?
  • 17. Goal-Oriented Customer Journeys b1234@email.com EVENT ATTENDEE EVENT INVITEE RESPONDS TO: LAST COMMUNICATION: TODAY SALESFORCE CONTACT Brian Ford 21 wweeeekks a aggoo
  • 18. Every Customer Has a Unique Journey
  • 19. Marketing Lifecycle Stages Interactions organized by where customers are in their journey with your brand
  • 20. Question Three Do you know who your customers are? Where are they in their journey? Are you engaging them and moving them along that journey?
  • 21. Customer Journey Build Individualized Relationship with each Prospect Send a drip campaign: • Confirm their subscription and set expectations • Gather preferences • Provide an incentive • Drive Engagement Acquire Onboard Engage Retain
  • 22. Relevance is Revenue Blast Profile Person a Behavior Interactio n 4% 3% 0% Engagement 2% 1% 1.1% CONVERSION RATE 2.8% CONVERSION RATE 3.9% CONVERSION RATE 5%
  • 23. Sending Email From Salesforce Sales Cloud Execute your email campaigns without manual data synchronization  Send emails to individual, Leads, Contacts, reports or Campaigns.  See individual and aggregate tracking results in Salesforce CRM
  • 24. Marketing Automation Create automated marketing interactions with your customers and prospects Possible Use Cases  Lead Nurturing  New Account Activation  Welcome series  Password Resets  Confirmations
  • 25. A/B Testing • Send to a Salesforce Report or Campaign and use ExactTarget A/B Testing to automatically randomize segments, measure and select the best option, and send the winning email to the remaining subscribers.
  • 26. AB Testing: How it Works Create an A/B Test from the ExactTarget Marketing Cloud Select a Salesforce Report or Campaign; then run the test ExactTarget randomly selects Contacts or Leads from your report to receive sample A and sample B Automatically monitor the performance of each sample The system will determine a winner based on the selected metric–Open Rate or Click-through Rate The winning email is sent to the remaining Contacts or Leads from the report
  • 27. Do you know who your customers are? Where are they are in their journey? Are you engaging and moving them along the journey? Are you measuring the impact on your business goals? Question Four
  • 28. Performance Tracking • New graphs and charts make it easier to analyze performance metrics
  • 29. Measure Campaign Performance • Your team now has one place to measure, analyze, and optimize campaign performance • Easily viewing click through rates by campaign, email send, and open rates, all the way down to the links that were clicked
  • 30. Live Demonstration
  • 31. Mobile Sending Support • First ever integration of Mobile Connect and Salesforce. • Send SMS messages to leads, contacts or segment with reports and campaigns.
  • 32. Salesforce1 Mobile App • Use the integration right from your mobile phone and the Salesforce1 Mobile App. • Schedule and send emails and SMS • Review tracking information
  • 33. Connected Clouds
  • 34. Questions? Please type questions in the chat panel to ‘All Panelist' #ETWEBINARS
  • 35. Upcoming Webinars: August 26th @ 12:00 pm EDT 5 Trends for Designing an Effective Customer Onboarding Strategy September 4th @ 12:00 pm EDT Making a Great First Impression: Effective Onboarding August 21st @ 12:00 pm EDT Love at First Site: Charm Customers into Loving your Brand August 28th @ 12:00 pm EDT Refresh your Approach to 1:1 Marketing: Elevate the Discussion with Personalization http://www.exacttarget.com/resource-center/webinars
  • 36. Power the Customer Journey Text “JOURNEY” to 56237 Tips | Strategies | Trends *Msg&Data Rates Apply. Get 1msg/week. HELP for help. STOP to Stop. T&Cs avail at http://pages.exacttarget.com/etsmshelp/
  • 37. Experience Digital Marketing Like Never Before Join the journey at Connections 2014—transforming customer interactions into exceptional brand experiences for your business For one incredible week, the world’s best marketers come together to: Explore emerging connected technologies Hear from the brightest innovators and biggest brands Experience world-class education and entertainment September 23-25 exacttarget.com/connections