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Fast and Furious - Creating Agility for CPG in a World of Constant Change

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Speed, responsiveness, agility and personalisation are the new imperatives with significant implications for the Consumer Packaged Goods industry. Retailers, shoppers, consumers and employees are demanding better value, more openness, faster delivery and more tailored experiences.

Learn how leading companies such as Unilever and Sony Playstation are succeeding with Salesforce by creating apps which integrate with strategic technology platforms to collaborate across the complete value chain.

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Fast and Furious - Creating Agility for CPG in a World of Constant Change

  1. 1. Keith Schlaht Global Industry Leader, Consumer Goods Fast and Furious: Crea/ng Agility for CPG in a World of Constant Change John Kelleher RVP, Enterprise Sales CPG UK Jeremy Pritchard CPG Industry Solution Engineer
  2. 2. Forward-looking Statements ​ 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 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, new products 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 litigation, risks associated with completed and any 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 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 Filings 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 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. 3. The 4th Industrial Revolution World Economic Forum 1. Customer Expectations 2. Product Enhancements 3. Collaboration 4. Innovation Disrupting the Value Chain
  4. 4. A Complete Platform for Customer Success Customer Success Services Customer Success Platform Complete CRM Developer Success Platform 5.5 million apps Force.com Heroku Enterprise AppExchange Shield Trailhead Wave Thunder Lightning Apps Analytics Community Marketing Service IoT Sales Success Community 2 million members MVPs / Events / Community Salesforce Success Services Success Ecosystem SI’s / ISV’s AppExchange Customer Success Managers Ignite / Program Architects Multitenant Cloud
  5. 5. The Salesforce Customer Success Platform for CPG B2C Omnichannel Engagement & Service B2B Real-time Collaboration Operations Back-office Agility Employees Supercharge Your Team Multitenant Cloud World’s most trusted Customer Success Platform World’s #1 CRM Consumer Packaged Goods Solutions Legacy IT Systems ERP | TPM | Logistics | EDW | Demand Planning | HR
  6. 6. Key Account Management Field Sales Management Route to Market Consumer Marketing Marketing Process Innovation Employee Engagement HR Process Employee Productivity Plan to Forecast Source to Pay Make to Deliver Source to Cash System of Engagement across Your Entire Business Customer Success Platform for Consumer Goods Cloud Mobile Social Data Science IoT B2B B2C Operations Employees
  7. 7. Salesforce Capabilities for B2B Integration Business Planning Trade Promotion Management Trade Analytics Customer Service Visit Planning Merchandising Direct Store Delivery Trade Marketing Channel Mgt Plans & Targets DMS* Insights Key Account Management Field Sales Management / Retail Execution Route to Market System of Record examples: SAP / Oracle / JDE / Legacy
  8. 8. Salesforce Capabilities for B2C Marketing Automation 1 to 1 Journeys Consumer Insights Oni-Channel Service Agency Management Asset Centralisation (BET) Marketing Workflow Innovation Management NPD / I Idea and Insight Mgt PLM Consumer Marketing/ Engagement Marketing Process Innovation System of Record examples: Teradata, Adobe,
  9. 9. Salesforce Capabilities for Operations Demand Planning Supply Planning Business Management Financial Forecasting Master Data Changes Invoice Processing Policies & Controls Travel & Expense Quality Management Logistics Plan to Forecast Source to Pay Make to Deliver System of Record examples: SAP / Oracle / MS Excel Master Data Changes Cabinet Management Claims Management Customer Billing Order to Cash
  10. 10. Salesforce Capabilities for Employees Intranets Personalised Comms Apps Gamification Joiners, Movers, Leavers Performance Mgt Learning & Development HR Helpdesk Employee Engagement HR Processes System of Record examples: Workday / Sharepoint / Remedy / Cornerstone / Peoplesoft IT Helpdesk Social Collaboration Apps Productivity Tools Employee Productivity
  11. 11. Key Account Management Field Sales Management Route to Market Consumer Marketing Marketing Process Innovation Employee Engagement HR Process Employee Productivity Plan to Forecast Source to Pay Make to Deliver Source to Cash System of Engagement across Your Entire Business Customer Success Platform for Consumer Goods Cloud Mobile Social Data Science IoT B2B B2C Operations Employees
  12. 12. Daniel Category VP John Marketing Manager Steve Sales Rep Rachel Consumer
  13. 13. Let’s see as he explores company data with Salesforce Analytics Meet Daniel Daniel is a Category VP for CoCo Planet. He’s a big fan of digital and pushes initiatives that touch his consumers and drive the business.
  14. 14. Let’s see as he gets Daniel’s post and acts on it to create an App Meet John John is a Marketing Manager for CoCo Planet. He smiles a lot, especially when he’s engaging consumers.
  15. 15. Meet Rachel Rachel’s passionate about Health and Wellbeing. She loves to travel and is keen on sustainability Let’s see as she uses the App and learns more about CoCo Planet’s products
  16. 16. Meet Steve Steve’s a great guy! He is a Sales Rep for CoCo Planet. His customers’ success is his success and he works hard to achieve it. Let’s see how as he visits a store and has all the information at his fingertips
  17. 17. Daniel Category VP John Marketing Manager Steve Sales Rep Rachel Consumer Intelligence driven Brand Insight Expedi/ng Campaign Crea/on with apps Engage consumers with Brand Purpose Connected Sales and Distribu/on Business empowered to interrogate and collaborate with sales and consumer data Digi/sing the process of campaign crea/on across value chain Mobile food traceability campaign enabled by personalised view of consumer B2B sales and Distribu/on integrated into single network to inform customer of latest insight
  18. 18. Customer Q&A B2B B2C Operations Employees Tom Madden Apps Lead, Employee Technology Unilever Sabine Vanin Senior Manager CRM and Digital Analytics Sony Computer Entertainment Jo McCann IT Director, Global Marketing Unilever
  19. 19. Our Story •  In 2011 Sony PlayStation’s vision was to deliver personalised and engaging experiences leveraging the vast amount of customer data available to us since the launch of PS3 and the PS Network. •  We found the right partner in Salesforce Marketing Cloud. •  Our initial focus was the email channel and we had two objectives: 1.  Improve relevancy leveraging our data 2.  Increase agility and speed of our communication
  20. 20. How did we do that? Automation Studio Automations 3 170 Step 1: Roll Out Audience Builder Step 2: Set up automations in house 40% increase in Open Rates in 1st year
  21. 21. Produc/on Efficiencies Mobile Optimised Flexi Template Bespoke Email Build Campaigns a month8 100 Best turn around time (days) 35 0.5 Step 3: Develop a bespoke mobile optimised dynamic template 60% Reduction In average Production time How did we do that?
  22. 22. Multi Channel Vision •  Now our vision is to deliver personalised, seamless and consistent experiences multi channel relying on consistent data. •  This is what our player expect from us. •  Salesforce are supporting us in this next step of our journey with Journey Builder across email, custom audiences and notifications on console, ie messages to players on the PS4, where they play. •  With Journey Builder it will be easier for us to test, learn and optimise the journey. •  With Journey Builder and our next gen dynamic templates, we believe we will be able to deliver true 1-2-1 customer journeys.
  23. 23. Customer Q&A B2B B2C Operations Employees Tom Madden Apps Lead, Employee Technology Unilever Sabine Vanin Senior Manager CRM and Digital Analytics Sony Computer Entertainment Jo McCann IT Director, Global Marketing Unilever
  24. 24. Brilliant Brand Execution
  25. 25. Salesforce Service Cloud
  26. 26. Enabling Innovation
  27. 27. Salesforce App Platform in Unilever My Approvals Ideas Agent News Workplace Everyday Actions
  28. 28. Unilever Homepage - Office 365 + Salesforce
  29. 29. John Kelleher, RVP Consumer Goods UK jkelleher@salesforce.com Mob: +44 (0)7748 931490

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