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How to Maximize Marketing ROI by Implementing Multichannel Campaigns

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Do you know which tactics and programs produce the highest-quality leads for your sales organization? With the Sales Cloud, you can get true visibility into which campaigns are actually leading to …

Do you know which tactics and programs produce the highest-quality leads for your sales organization? With the Sales Cloud, you can get true visibility into which campaigns are actually leading to closed sales. In this session, we'll help five customers move their existing marketing campaigns into the Sales Cloud. Watch as they learn to take advantage of campaign structure and workflow - all with the benefit of enhanced management and reporting. Want to get involved? Contact us to submit your campaign for use in this session!

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  • Before we get started, I’d like to make you aware of our safe harbor statement.
  • Marketing Return on Investment… it’s the holy grail for marketers!…the impact that your marketing spend has on closed revenue,which programs are producing the best leads for Sales… How many folks in the audience feel Marketing ROI is a priority at your company? Show of hands…Getting to Marketing ROI is a journey – small steps over time that will eventually get you to your goal.We’ve got a great session for you today: Our presenters are here to share success stories about their journey. We’ll hear from 2 customers and 3 marketing automation experts. Please note that this is different than what is written in the conference program. We’ve got great content that we hope you’ll really benefit from.
  • Here’s what we’ll do in the next hour - We’ll hear from 2 great customers– each company is at a very different place in their marketing automation lifecycle.Celsis International – a private company with 250 employeesCampaign tracking using Salesforce MarketingPolycom - a $1.2B global companyMarketing automation with Eloqua and SalesforceJoining these two customers are some of the top marketing automation experts in the industry.
  • M
  • Deployment Methodology: Are you looking for an on-demand solution (SaaS) or an on-premise solution? It is important that you know where your IT and Marketing management teams stand on this issue. Some of the newer vendors only offer on-demand solutions. Most of the more established companies offer both. Unfortunately, many of their sales teams are chartered to sell only one model. You can easily find yourself in a deep conversation with a rep only to find out that she is only paid to sell the 'on-premise' version of his company's product. Cost: Whether you are a multi-billion dollar global organization or a $10 million dollar new venture, your budget is your budget. It is now possible to solve a great many marketing challenges using low cost solutions. It is also possible to apply enterprise class software to a host of marketing challenges. The spectrum runs from $10,000 to $1,000,000 per year. Find out early where you fit on this spectrum. Integrations: With what other systems must your marketing automation system integrate? Identify key dependencies early and ensure that the vendors on your short list have a good track record of working with your other systems.
  • Transcript

    • 1. How to Maximize Marketing ROI by Implementing Multichannel Campaigns
      Marketing Professionals
      Jennifer Pockell-Wilson: Polycom
      Ana Bardelas: Celsis International
      Andrea Wildt: Marketing Automation Expert
      David Lewis: DemandGen
      Larissa DeCarlo: Marketing Operations Works
    • 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 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, 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 intellectual property and other litigation, risks associated with 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 ended January 31, 2010. This documents and others 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 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.
    • 3. Marketing ROI is a Journey
    • 4. Agenda
      Marketing automation case studies:
      Q&A with our panel of marketing automation experts
    • 5. Our Speakers
    • 6. Ana Bardelas
      Celsis International Ltd
      Andrea Wildt
      CRM & Marketing Consultant
    • 7. Celsis International At-a-Glance
    • 8. Celsis: Before
      Several salesforce.com SysAdmins over the years
      Data quality issues
      Not a standardized hand-off process with Sales
      • Leads not converted correctly by Sales organization
      Not all campaign tactics tracked in Salesforce
      Yes 3rd party online programs, tradeshows
      No Inbound from website landing pages, paid search
      Provide exec-level KPIs on dashboards
    • 9. Celsis After: 4 steps to Marketing Metrics
      Qualified Leads
      Pipeline
      Closed Business
    • 10. Celsis After: Campaign Set Up
    • 11. Celsis After: Response Capture
      Lists: Tradeshows, Events, 3rd Party lead Gen
      Web Content: Web-to-Lead Forms
    • 12. Setting Up Web-to-Lead
      <input type=hidden name="Campaign_ID" value="70180000000XXXX" />
    • 13. Handling Inbound Responses
      Duplicate Records
      Easy To Understand Lead Status Values
      Consistent Criteria For Conversion
      Standard Opportunity Creation Process
      Creating Opportunities from Contacts or Leads ensures campaign association and contact role association
    • 14. New Marketing KPIs
    • 15. Ready for Marketing Automation?
      Compelling Reasons
      Considerations
      Cannot meet growing demands
      Right message, right time, right channel
      Demand generation pipeline
      Marketing performance and MROI
      On-demand solution (SaaS) or on-premise
      Cost: $10,000 to $1,000,000 per year
      Integrations with other systems
      Staffing (Internal, Outsourced)
    • 16. Jen Pockell-Wilson
      Polycom
    • 17. Polycom At-a-Glance
    • 18. What Percentage of Polycom’s Business Do Conference Phones Represent?
      Less than 20%
      20+% - 50%
      More than 50%
    • 19. Polycom: Before
      Marketing viewed as an expense, not an investment
      Lack of clarity in Roles & Responsibilities
      Gaps in resource model
      No common metrics or measurement
      Plus, normal challenges associated with $1B growth company
    • 20. Polycom: After
      People
      Roles and Responsibilities
      Introducing Global Marketing Operations
      Process
      Define Common Process – Demand Waterfall
      Speak the same language
      Introducing Global Programs – 60/40 rule
      Magic Matrix – Full Transparency
      Systems
      Implementation & Continuous Development with Eloqua
      Salesforce integration – Global Reporting
      Data Quality
    • 21. Polycom: After2010 Marketing Dashboard
      Awareness & Thought Leadership
      Q4 09 Q1 10 Q2 10 Q3 10 Q4 10
      Demand Generation Programs
      Solution-Oriented Sales Tools
      Partner Programs
      Web Metrics
    • 22. Polycom: AfterDemand Generation
      Conversion of Pipeline to Opportunities to
      XX% from XX%
      10,547
      3,761
      35,833
      12,705
      883
      $XX.XM
      $XX.X
      XX,XXX
      XX,XXX
      XX,XXX
      XX,XXX
      Marketing QualifiedLeads (MQLs)
      Responses Impacted
      by Marketing
      Sales AcceptedLeads (SALs)
      Closed Business
      Opportunities
    • 23. Polycom: AfterSalesforce.com Lead Metrics Table & Reports
      Combines Campaign, Lead, Opportunity
      Can be sliced and diced in many different ways
      Global or local
    • 24. David Lewis
      DemandGen
    • 25. Marketing Automation Components
      Ideal Target Profile Digital Body Language
      Campaign Management
      Marketing Measurement
      • Asset Performance
      • 29. Campaign Performance
      • 30. Revenue Contribution
      • 31. Site Utilization
      Lead Management
      Contact Management
      • Prospect Database
      • 34. Lead Database
      • 35. Client Database
      • 36. Suscription Management
    • The Whole is Greater Than the Sum
      Updates sent to Marketing
      Email Design
      Lead Management
      Landing Pages & Forms
      Contact Management
      Event & Survey Campaigns
      Account Management
      Lead Scoring
      Pipeline Management
      Marketing Automation
      CRM/Salesforce
      Lead Nurturing
      Opportunity Management
      List Management
      Customer Service
      Web Analytics
      Contract Tracking
      Campaign Planning
      Partner Management
      Subscription Management
      Updates sent to Sales
    • 37. Leveraging Lead Scoring
      C
      B
      B
      A
    • 38. Lead Scoring = Sales’ Priority List
    • 39. Everything is Not a Lead
      Establish a Shared Taxonomy Between Sales and Marketing
      Purchase
      Interest
      Justify
      Awareness
      Educate
      Sales Qualified Lead (SQL)
      Sales Accepted Lead (SAL)
      Marketing Qualified Lead (MQL)
      Suspect
      Inquiry
      $$
      Marketing measures prospect interest
      Nurture and Score to get lead sales ready
      Sales accepts ownership
      Sales qualifies BANT criteria
      Sales closes revenue opportunity.
      Makeover your Sales & Marketing Process with Marketing Automation and a Demand Funnel
    • 40. Nurturing Leads Through The Buying Cycle
      Lead Nurture (Goal: Educate)
      Inquiry Nurture (Goal: Qualify)
      Update Salesforce Goal: Sales Alignment- Lead Score
      • Funnel Status
    • Words of Wisdom for The Journey
      It’s not if you should, it’s when you should
      Pick a system that works for people you respect
      Establish process before rolling out to marketing
      Create a task force to align sales and marketing
      Establish your demand funnel and taxonomy
      Implement lead scoring and nurturing to maximize ROI
      Say goodbye to batch and blast, think programs
      Learn how to show marketing’s contribution to revenue
    • 41. The Marketing Automation Landscape
    • 42. Questions?
      Ana Bardelas: Celsis International
      Jennifer Pockell-Wilson: Polycom
      Andrea Wildt: CRM & Marketing expert
      David Lewis: DemandGen
      Larissa DeCarlo: Marketing Operations Works
    • 43. How Could Dreamforce Be Better? Tell Us!
      Log in to the Dreamforce app to submit
      surveys for the sessions you attended
      Use the Dreamforce Mobile app to submit surveys
      OR
      Every session survey you submit is a chance to win an iPod nano!