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Building Profitable
Relationships, Faster.
@JeremyWaite
Head of Strategy, EMEA
Salesforce Marketing Cloud
jeremy.waite@sale...
Building Profitable Relationships. Faster.
UNKNOWN KNOWN
1 : Many Marketing 1 : 1 Customer Journeys
“77% of consumers don’t want
a relationship with a brand.”
Business Challenges 2015
HARVARD BUSINESS REVIEW
“71% of clients would rather bank
with digital pioneers like Google,
Apple & Amazon.”
Wealth Report 2015
Salesforce Resear...
80%
Executives Are Overwhelmed
There’s No Such Thing As…
@Scobleizer
#BigData
5B
Smartphones
by 2017
	
  	
  
550M+
Social Networks,
Blogs & Forums
(inc. Dark)
What is #BigData?
2.5
Quintillion
bytes ...
Single View
What Does It Look Like?
Sales
Service
Products
Marketing
Apps
Analytics
Communities
What if your was all conne...
Predict the
Future.
“We need banking but we
don’t need banks anymore.”
Bill Gates
Co-Founder Microsoft
Disruptor Story
My Recent Business Trip
Focused on Experiences
Environment, Feeling, Context
Focused on Tasks
A to B, Coll...
Customer Experience
Create More Value Than You Capture
Your Customer…
How Do You Fair?
First account
Education funding
Car financing
Marriage
Property
Short term investing
Saving...
Building a Customer Company
Create More Value Than You Capture
•  Unified customer view
•  Apps built disruptor fast CloudMobile Profile
Personal
•  Connect the total lifecycle
•  Machine...
Real-­‐Time	
  Events	
  
Rich	
  Contextual	
  Data	
  
1011101100010001111101001010101
0110000100101101110001000010001
0...
“Technology is nothing. What’s
important is that you have faith in
people, that they’re basically good
and smart, and if y...
00:2200:22
Companies are no longer
competing against each
other. They are competing
against speed.
Marc Benioff
Salesforce
thank y u
Questions?
“You can’t
purchase
loyalty”.
Frank Underwood
“If we can keep our competitors
focused on us while we stay focused
on the customer, ultimately we’ll
turn out all right.”...
thank y u
Building Profitable Relationships, Faster
Building Profitable Relationships, Faster
Building Profitable Relationships, Faster
Building Profitable Relationships, Faster
Building Profitable Relationships, Faster
Building Profitable Relationships, Faster
Building Profitable Relationships, Faster
Building Profitable Relationships, Faster
Building Profitable Relationships, Faster
Building Profitable Relationships, Faster
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Building Profitable Relationships, Faster

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Jeremy Waite, Head of Digital Strategy at Salesforce talks through how to build a customer company using Salesforce Technology.

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Building Profitable Relationships, Faster

  1. 1. Building Profitable Relationships, Faster. @JeremyWaite Head of Strategy, EMEA Salesforce Marketing Cloud jeremy.waite@salesforce.com
  2. 2. Building Profitable Relationships. Faster. UNKNOWN KNOWN 1 : Many Marketing 1 : 1 Customer Journeys
  3. 3. “77% of consumers don’t want a relationship with a brand.” Business Challenges 2015 HARVARD BUSINESS REVIEW
  4. 4. “71% of clients would rather bank with digital pioneers like Google, Apple & Amazon.” Wealth Report 2015 Salesforce Research
  5. 5. 80% Executives Are Overwhelmed
  6. 6. There’s No Such Thing As… @Scobleizer #BigData
  7. 7. 5B Smartphones by 2017     550M+ Social Networks, Blogs & Forums (inc. Dark) What is #BigData? 2.5 Quintillion bytes of data every day Social CustomerPurchase Connected
  8. 8. Single View What Does It Look Like? Sales Service Products Marketing Apps Analytics Communities What if your was all connected?
  9. 9. Predict the Future.
  10. 10. “We need banking but we don’t need banks anymore.” Bill Gates Co-Founder Microsoft
  11. 11. Disruptor Story My Recent Business Trip Focused on Experiences Environment, Feeling, Context Focused on Tasks A to B, Collect Money
  12. 12. Customer Experience Create More Value Than You Capture
  13. 13. Your Customer… How Do You Fair? First account Education funding Car financing Marriage Property Short term investing Savings Budgeting Variable payments Daily cash Long term investing Fixed transactions Retirement planning Wealth transition Bill payments
  14. 14. Building a Customer Company Create More Value Than You Capture
  15. 15. •  Unified customer view •  Apps built disruptor fast CloudMobile Profile Personal •  Connect the total lifecycle •  Machine learning at scale Big Data Predictive •  Enriched profile •  Employee productivity CommunitiesSales Service Contextual •  Proactive insights flow to everyone AnalyticsJourneys Flow Proactive Building a Customer Company Create More Value Than You Capture
  16. 16. Real-­‐Time  Events   Rich  Contextual  Data   1011101100010001111101001010101 0110000100101101110001000010001 0001101110110001000111110100101 0101011000010010110111000100001 0001000110111011000100011111010 0101010101100001001011011100010 000100010001     Analyse   Compute  The  Perfect  Response   Deliver  The  Precise  ac<on     Proac<vely  and  In  Context   Building a Customer Company Respond on their preferred channel
  17. 17. “Technology is nothing. What’s important is that you have faith in people, that they’re basically good and smart, and if you give them tools, they’ll do wonderful things with them.” Steve Jobs Apple, NeXT, Pixar
  18. 18. 00:2200:22
  19. 19. Companies are no longer competing against each other. They are competing against speed. Marc Benioff Salesforce
  20. 20. thank y u
  21. 21. Questions?
  22. 22. “You can’t purchase loyalty”. Frank Underwood
  23. 23. “If we can keep our competitors focused on us while we stay focused on the customer, ultimately we’ll turn out all right.” Jeff Bezos Founder & CEO Amazon.com
  24. 24. thank y u

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