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Future of Marketing - Sydney

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Future of Marketing - Sydney

  1. 1. Safe Harbour Safe harbour 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.
  2. 2. Jeremy Smith VP Sales ANZ j.smith@salesforce.com Future of Marketing Sydney Now, any journey is possible
  3. 3. Subtitle text ` 1M+ Service Hours $80M+ Grants 24K+ Nonprofit Organizations sharethemodel.org 1% Time 1% Equity 1% Product Celebrating 16 Years of Giving Back
  4. 4. Who Killed 
 Creativity The Future of Marketing Beyond the 
 Whiteboard Agenda #mcfom15
  5. 5. The Rise of the Connected Customer Social: always-on engagement Mobile: apps for everything Cloud: real-time access Data Science: 1:1 interactions Redefining customer engagement
  6. 6. The Customer Success Platform Succeed with your customers on every step of the customer success journey Ignite SP’sSIsCSMs ISVs Open Ecosystem People Complete CRM Apps Multitenant Cloud Platform Customer
 Success
  7. 7. The Customer Success Platform Sales Service Marketing Apps Analytics Community
  8. 8. Sales Service Marketing Apps Analytics Community The Blurring Lines of CRM
  9. 9. The Salesforce Marketing Cloud
  10. 10. Derek Laney Head of Product Marketing
  11. 11. The Future is All About the Customer Journey Connected experiences not commoditisation Price Product Customer Experience #1“Customer experience has overtaken price and product as the key brand differentiator” Customer2020
  12. 12. 57% Shift1
 Self-guidedcustomer learning Shift2
 Consultantandprocurement–led purchasing Shift3
 Goodenoughpurchasing Learn Define needs Assets Options Make decisions Result: The “1 of 3 Problem” CEB–TheChallengerSale B2B Buyers are Connected Pressure on Sellers
  13. 13. Its About Helping Not Just Selling Next Generation Internet Platforms are Experience Lead
  14. 14. Providing Genuine Brand Utility Putting the customer in the content Create Your Taste Get The Look Race Your Car Complete Your Room
  15. 15. Engage at Every Step of the Customer Success Journey Customer
 Success Apps Service CommunityAds Web Email Mobile Social Group Messaging Sales
  16. 16. Simon Maizels Chief Information Officer
  17. 17. Love our customers Be a business people love Love our team Give customers products they love Build shopping experiences people love
  18. 18. Cross-Channel Checklist: Mobile Messaging Discover ways to: • Grow your mobile audience • Manage mobile data • Create relevant mobile messaging • Build customer journeys with mobile Text “EBOOK” and your email address to “0428030701” To download: N EW E-BO O K
  19. 19. Acquisition Awareness Onboarding Engagement Advocacy The Customer Success Journey Customer
 Success
  20. 20. The Customer Success Journey Customer
 Success
  21. 21. Stuart Coleman Senior Marketing Consultant
  22. 22. Increase Awareness with Personalized Advertising Mass, impersonal media Personalized media at scaleCustomer
 Success
  23. 23. The Journey Starts Mobile Print Radio TV Internet Mobile 4% 18% 11% 11% 37% 41% 24% 23% 24% 8% 25B+Opportunity in USA Time Spent Ad Spent Mobile
  24. 24. Social.com: Digital Advertising at McDonald’s “Create your taste” advertising Reach real people across devices and networks from one platform Easily create and test highly personalized and localized ads Automate and optimize campaigns to ensure maximum ROI
  25. 25. Facebook & Twitter Ads
 Securely reach real audiences across devices Integrated with Journey Builder
 1:1 interactions across devices Introducing: Active Audiences Trigger ads based on your CRM data Display Ad Networks
 Take your audiences anywhere
  26. 26. The Customer Success Journey Customer
 Success
  27. 27. The Customer Success Journey Customer
 Success
  28. 28. L’Oreal Film
  29. 29. Beauty Advisor Reimagined Makeup Genius is a Beauty Advisor in Your Pocket
  30. 30. Beauty Advisor Reimagined Makeup Genius is a Beauty Advisor in Your Pocket
  31. 31. Customer Journey ShareOnboardAcquire Engage Try & Buy Push notification Real time try & buy Content updateInstall
  32. 32. The Customer Success Journey Customer
 Success
  33. 33. The Customer Success Journey Customer
 Success
  34. 34. Onboard Customers with 1:1 Journeys Offline onboarding of anonymous users Automated, online & mobile onboarding of known users Customer
 Success
  35. 35. Systems of Record CustomerSuccessJourney
  36. 36. Journey Builder: 1:1 Customer Journeys at Mattel Powering connected experiences with mobile Map the shopper and user journey Drive mobile app downloads Connect physical toy to digital experience Drive adoption and use of toys
  37. 37. Introducing: Next Generation Mobile Blend the physical and digital world Mobile Engagement SDK
 Create connected customer experiences SMS and MMS
 Manage urgent and personalized messages Group Messaging
 Connect on platforms like LINE and WeChat
  38. 38. The Customer Success Journey Customer
 Success
  39. 39. The Customer Success Journey Customer
 Success
  40. 40. Engage Customers on Their Journey Disconnected marketing experiences Holistic customer relationship Customer
 Success
  41. 41. Lucy Brindley Mobile Specialist, Asia Pacific
  42. 42. Systems of Record CustomerSuccessJourney
  43. 43. Predictive Intelligence: Personalization at Room & Board “Complete your room” journey Web Tagging
 Track anonymous and known web browsing behavior Predictive Algorithms
 Personalize product recommendations Native Content Blocks
 Drag and drop predictive content in Editor
  44. 44. The Customer Success Journey Customer
 Success
  45. 45. The Customer Success Journey Customer
 Success
  46. 46. Kate Dezarnaulds Head of Partnerships
  47. 47. be real, be authentic listen, don’t just talk get your hands dirty connect the digital to the physical have a sense of humour
  48. 48. Systems of Record CustomerSuccessJourney
  49. 49. Social Studio: Social Marketing Turn every customer into an advocate Start discussions with published content Listen to all brand and product mentions Participate in every relevant conversation Solve customer service issues

  50. 50. Introducing: Next Generation Social Studio Connect your social interactions to CRM Social Studio Analyze
 Brand and customer insights for every marketer Visual Web Coverage
 Facebook Video, Instagram, and YouTube Social Cases in Journey Builder
 Incorporate social care interactions into the customer journey
  51. 51. The Customer Success Journey Customer
 Success
  52. 52. Now, any journey is possible.
  53. 53. Taronga Zoo increases subscriber acquisition and offers 
 Customers a discount in store with SMS and Email onboarding “We believe that humans and animals can live together on this planet.” Poster SMS SMS 10% off Email Shop Zoo Members International Non Members Sales Cloud & Marketing Cloud Integrated
  54. 54. Australia’s oldest family owned winery Innovative adopter of Salesforce Marketing Cloud Utilised a social photo competition at WOMAdelaide 253% spike in Facebook likes 316% increase in FB engagement, shares and activity Post festival activity remained double that of pre-Festival Yalumba utilises social to increase engagement
  55. 55. Relevant destination data dynamically populated in triggered ‘pre-boarding’emails Custom server integration feeds data back into Salesforce Marketing Cloud for sophisticated email content Greyhound Australia improves customer experience through email Cross sell campaign executed within 24 hours of making a booking “We improved the entire travel experience; from pre-boarding to arrival at all client destinations…” Will Scully-Power, Managing Director - Datarati
  56. 56. Who Killed 
 Creativity The Future of Marketing Beyond the 
 Whiteboard Agenda
  57. 57. 15-18 September 2015 
 San Francisco Register today at 
 dreamforce.com
  58. 58. Jeremy Smith VP Sales, ANZ
  59. 59. Who Killed 
 Creativity The Future of Marketing Beyond the 
 Whiteboard Agenda
  60. 60. Beyond The Whiteboard
  61. 61. The Journey Is The Reward Harvard Business Review webinar, McKinsey & Co, September 2013
  62. 62. 3 Very Important Questions
  63. 63. 1. What Is The Art Of The Possible?
  64. 64. Where to be inspired... Copy it’s about helping not just selling slide from Derek’s slides
  65. 65. Where to be inspired…
  66. 66. Where to be inspired...
  67. 67. Where to be inspired...
  68. 68. 2. What Are Our Business Goals & Customer Value Proposition?
  69. 69. L’Oreal Business Strategy & Goals
  70. 70. Customer Value Proposition – My Story
  71. 71. One Potential Value Proposition “We help educate our customers and provide an impeccable service, which creates brand advocates and great customer stories”
  72. 72. 3. What Customer Interactions Will Help Deliver Your Value Message?
  73. 73. Mapping Moments That Matter
  74. 74. The Kiehl’s Future Customer Journey
  75. 75. The Path To Loyalty & Advocacy In Store Sign Up. Provides email address in store in order to receive free samples. Join Friends of Kiehl’s 
 The Benefits SIGN UP Karli karli@gmail.com 2088
  76. 76. The Path To Loyalty & Advocacy In Store Sign Up. Provides email address in store in order to receive free samples. Welcome Email Receives automated welcome emails. Inbox WELCOME KARLI, Find the right products for you > LJKTU67549! 20% OFF You are subscribed to “Friends of Kiehl’s” we will send you special offers, new
  77. 77. The Path To Loyalty & Advocacy In Store Sign Up. Provides email address in store in order to receive free samples. Welcome Email Receives automated welcome emails. Guided Preferences & Personalised Web Heads to the site and selects preferences in return for some help. Gets personalized web content Karli 2088 Morris Public Relations 21/07/1976 Female 25%
  78. 78. The Path To Loyalty & Advocacy In Store Sign Up. Provides email address in store in order to receive free samples. Welcome Email Receives automated welcome emails. Guided Preferences & Personalised Web Personalised Web Heads to the site and selects preferences in return for some help. Gets personalized web content Promotional Email Receives a relevant email with the samples given $ Social Share Shares some content to Facebook, drives friends to social sign up page. Receives a relevant email with the samples given Inbox Buy now. 2 day free delivery > What are the benefits? Don’t forget you receive free delivery and Did you like the samples?
  79. 79. The Path To Loyalty & Advocacy In Store Sign Up. Provides email address in store in order to receive free samples. Welcome Email Receives automated welcome emails. Guided Preferences & Personalised Web Heads to the site and selects preferences in return for some help. Gets personalized web content Promotional Email Receives a relevant email with the samples given E-Receipt & Delivery SMS Email with recommendations & SMS notification about the delivery. $ Social Share Receives a relevant email with the samples given Inbox Moisturiser x 1: $39.95 Face scrub x 1: $29.95 Dermatitis x 1: $49.95 More Info
 Congratulations Karli! Recommended Products ContaKiehlMessag Hi Karli, your Kiehl’s products will be delivered today between 1pm-5pm. Text Message Sen 100E 9:41
  80. 80. The Path To Loyalty & Advocacy In Store Sign Up. Provides email address in store in order to receive free samples. Welcome Email Receives automated welcome emails. Guided Preferences & Personalised Web Heads to the site and selects preferences in return for some help. Gets personalized web content Promotional Email Receives a relevant email with the samples given E-Receipt & Delivery SMS Email with recommendations & SMS notification about the delivery. $ Social Share Receives a relevant email with the samples given E-NewsletterInbox We care about your skin Download our app More articles > 1. Top 10 skin tips from our experts
  81. 81. The Path To Loyalty & Advocacy In Store Sign Up. Provides email address in store in order to receive free samples. Welcome Email Receives automated welcome emails. Guided Preferences & Personalised Web Heads to the site and selects preferences in return for some help. Gets personalized web content Promotional Email Receives a relevant email with the samples given E-Receipt & Delivery SMS Email with recommendations & SMS notification about the delivery. $ Social Share Receives a relevant email with the samples given E-Newsletter Special Offer Receives a push notification driving her
 to David Jones. Mailbox Inbox Edit 1 Kiehl Kiehl’s VIP Special Offers Head into David Jones for our
 winter sale. Our experts are in
 store now providing free Book Now
  82. 82. The Path To Loyalty & Advocacy In Store Sign Up. Provides email address in store in order to receive free samples. Welcome Email Receives automated welcome emails. Guided Preferences & Personalised Web Heads to the site and selects preferences in return for some help. Gets personalized web content Promotional Email Receives a relevant email with the samples given E-Receipt & Delivery SMS Email with recommendations & SMS notification about the delivery. $ Social Share Receives a relevant email with the samples given E-Newsletter Receives a push notification driving
 to David Jones. Special Offer Receives a push notification driving her
 to David Jones. In Store Service Receives personalised assistance in store based on history with Kiehl’s. $ Contact edit Local Store Store:
 David Jones
 Sydney City
 
 Open Hours: Mon – Fri: 9-9 edit First: KarliLast: Morris
 Email: Karlimorris@hotmail.com Phone: 0417 854 945 Address: Raglan Street City/State: Mosman Sydney Postcode: 2088 History Next Best Offers Health:
 Itchy Scalp
 Dermatitis on hands Purchased:
 None
 Dermo Cream
 Men’s Shaving
 Women’s Amino
 KARLI SMITH
  83. 83. 1. Inspiration 1. Alignment 1. The Journey
  84. 84. Peter Bradd CEO StartupAus
  85. 85. Customer Centric
  86. 86. Effectual
  87. 87. Scaled
  88. 88. Partnerships Exploration Startups A different approach to planning Resources
  89. 89. Getting Involved Partnering with Australia’s startup community ExternalInternalOpen
  90. 90. fishburners.com peterbradd.com tankstreamlabs.com steveblank.comstartupweekend.org
  91. 91. Gaia Grant Author: Who Killed Creativity
  92. 92. 15-18 September 2015 
 San Francisco Register today at 
 dreamforce.com

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