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Driving Digital Marketing Maturity with Sitecore and Salesforce

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Sitecore sits at the core of your customer experience. However, becoming a mature digital marketing organization requires the integration of customer data and CRM and email and CRM. Sitecore and Salesforce can support driving your customer experiences to the next level. This session will show you how it all fits together and discuss successful strategies for use these technologies to deliver on your business objectives. Presented by Tony Rems.

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Driving Digital Marketing Maturity with Sitecore and Salesforce

  1. 1. #SitecoreSYM#SitecoreSYM © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 1 Driving Digital Marketing Maturity with Sitecore and Salesforce Tony Rems Chief Technology Officer Hero Digital
  2. 2. #SitecoreSYM © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 2 Tony Rems Chief Technology Officer • Helpsclientsdevelopdigitalstrategiesandimplement complexsolutionsarounde-commerceandCMS • Over30yearsworkinginSiliconValleywithlarge enterpriseclients
  3. 3. #SitecoreSYM © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 3 HERO INTRO We are a Customer Experience Company. Born to deliver customer experiences San Francisco based + offices in Dallas, NYC, Seattle & Philadelphia 250+ CX Professionals 46% year-over-year growth since 2014 Trusted partner to over 200 clients across thousands of projects
  4. 4. #SitecoreSYM © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 4 Building on the Salesforce Foundation
  5. 5. #SitecoreSYM 5 A Salesforce to be Reckoned With © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. A Salesforce to be Reckoned With 2.3 3.1 4.1 5.4 6.7 8.4 10.4 FY22FY18 TAM: $37B Employees: 13k TAM: $72B Employees: 30k FY14 B B B B B B B
  6. 6. #SitecoreSYM 6 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. TRENDS IN THE SPACE Consumers are Demanding Self Service Table 1: Worldwide Public Cloud Service Revenue Forecast (Billions of U.S. Dollars) 2017 2018 2019 2020 2021 Cloud Business Process Services (BPaaS) 42.6 46.4 50.1 54.1 58.4 Cloud Application Infrastructure Services (PaaS) 11.9 15.0 18.6 22.7 27.3 Cloud Application Services (SaaS) 60.2 73.6 87.2 101.9 117.1 Cloud Management and Security Services 8.7 10.5 12.3 14.1 16.1 Cloud System Infrastructure Services (IaaS) 30.0 40.8 52.9 67.4 83.5 Total Market 153.5 186.4 221.1 260.2 302.5
  7. 7. #SitecoreSYM 7 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. The Role of Marketing is Changing
  8. 8. #SitecoreSYM 8 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. CMO’s strategic priorities in 2018 4% 11% 16% 14% 54% 8% 22% 24% 23% 22% 14% 22% 21% 29% 13% 26% 55% 61% 66% 89% Programmatic buying / optimization Mobile Cross-channel marketing Data-driven marketing Customer experience First choice Second choice Third choice Source: Econsultancy
  9. 9. #SitecoreSYM 9 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. Marketers and consumers face a large personalization gap
  10. 10. #SitecoreSYM 10 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. DRIVING PERSONALIZED EXPERIENCES Challenge: Siloed and semi-siloed data
  11. 11. #SitecoreSYM 11 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. SITECORE + SALESFORCE Key Sitecore Capabilities CONTENT MANAGEMENT ANALYTICS E-COMMERCE PERSONALIZATION
  12. 12. #SitecoreSYM 12 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. SITECORE + SALESFORCE Key Salesforce Capabilities CRM DATA + INSIGHTS E-COMMERCE JOURNEY MANAGEMENT
  13. 13. #SitecoreSYM 13 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. SITECORE + SALESFORCE Multiple Incomplete Views of Customer • Site Behavior • E-commerce Purchase History • Base Customer Profile • Industry • All Purchase History • LCV • Company Detail Information • E-mail Interaction- Views, Opens, Engagement, etc How can we bring these together to enable better personalization and marketing? +
  14. 14. #SitecoreSYM 14 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. SITECORE + SALESFORCE Building a Holistic Data Strategy Key Components: • Developing a Data Architecture • Designing a consistent cross-channel data model • Integrating Anonymous, first touch, 3rd and 2nd party (e.g social) data and transaction data • Defining the single source of truth • Ensuring elasticity and scalability for growth and new channels
  15. 15. #SitecoreSYM 15© 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. SITECORE + SALESFORCE HowWe Do It Hero CX_OS
  16. 16. #SitecoreSYM © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 16 Leveraging Salesforce for Success
  17. 17. #SitecoreSYM 17 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners.
  18. 18. #SitecoreSYM 18 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. Stream
  19. 19. #SitecoreSYM 19 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. Stream MARKETING SITE
  20. 20. #SitecoreSYM 20 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. Stream INTEGRATED ENROLLMENT
  21. 21. #SitecoreSYM 21 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. Stream CUSTOMER PORTAL
  22. 22. #SitecoreSYM 22 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners.
  23. 23. #SitecoreSYM 23 © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. SITECORE + SALESFORCE Looking Forward • Sitecore and Salesforce can define the next generation of customer solutions • Data is the key to delivering on vision of meaningful personalized interactions • Embracing a broader ecosystem will require us to think differently about how every customer touchpoint can impact the next
  24. 24. #SitecoreSYM © 2001-2018 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 24 Thank you.

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