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Salesforce manage every interaction across the customer journey

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Salesforce manage every interaction across the customer journey

  1. 1. Jess Whittaker Marketing Cloud Journey Builder for Salesforce
  2. 2. Thank you. Thank you.
  3. 3. Customer Success Stories The Future of Marketing is 1:1 CustomerJourneys Transform the Way You Think About Marketing Power New Levels 
 of Engagement
  4. 4. Customer Success Stories The Future of Marketing is 1:1 CustomerJourneys Transform the Way You Think About Marketing Power New Levels 
 of Engagement
  5. 5. Ravel Lai Group IT Director
  6. 6. The Blurring Boundaries of Sales, Service & Marketing
  7. 7. Sales Service Marketing Community Analytics Apps
  8. 8. Customer Success Stories The Future of Marketing is 1:1 CustomerJourneys Transform the Way You Think About Marketing Power New Levels 
 of Engagement
  9. 9. It’s about the Journey!
  10. 10. How Can Every Company Create 
 1:1 Customer Journeys?
  11. 11. The Salesforce Marketing Cloud The Platform for 1:1 Customer Journeys Journeys Maps Interactions Content Asset Management Workflow & Approvals Versioning Channels Email SMS/MMS Push Notifications Social Advertising Web Experiences Group Messaging Analytics Reporting Dashboards Web & Mobile Analytics Contacts Contact Management Segmentation Tools Events and Triggers Predictive Intelligence Apps Connected apps Connected products Connected spaces
  12. 12. Journey Maps Plan Every Stage of the Customer Journey
  13. 13. Customer Success Stories The Future of Marketing is 1:1 CustomerJourneys Transform the Way You Think About Marketing Power New Levels 
 of Engagement
  14. 14. Eddie Cliff Senior Social Executive, Asia Pacific
  15. 15. Customer Success Stories The Future of Marketing is 1:1 CustomerJourneys Transform the Way You Think About Marketing Power New Levels 
 of Engagement
  16. 16. Customers Are On a Journey with Your Brand
  17. 17. Customers Are Talking About Their Journey We’ve got high standards for durability. Here’s some info on the quality of our skis: Northern Trail Outfitters [Blushing…]ThanksTao, Northern Trail Looking at performance skis – NTO versus Everest Outfitters – opinions?? I heard everest Jane Finley @christanewton, if you’re looking for skis, I highly recommend NTO’s Tao Yen @chrischilds @darylshaber I’m picking Jane Finley Check out our newest skis– primed to hit the slopes with a full head of steam nto.com/ski15 Northern Trail Outfitters Absolutely! DM me a pic and Northern Trail Outfitters @NTO my ski bindings are jammed and I can’t fix them. Can you help? Jane Finley
  18. 18. Managing the Customer Journey Has Changed… 2008 2014 Radian6 Social Conversation Tracking Data More volume Across networks and regions More complex to reach your customers More challenging to stand out from the crowd More difficult to find actionable insights
  19. 19. Social Marketing Has Become Social Business social is ubiquitous with customers Marketing Sales Customer Service Legal Typically 13 different departments around the organization are seeing dedicated staff work on social initiatives. Social teams evolve from “doing” to “enabling” Multiple departments, product lines, brands, and geos Increased interaction with agencies
  20. 20. Social Business Shows Results more spent when companies respond to customer service requests over social media 66% of marketers see improved sales from social media 50% +20% -40% of marketers see lead gen benefits with social media
  21. 21. Connecting Social is Hard Social teams are disconnected Service Marketing Sales Social Team
  22. 22. “Always On” Customer Intelligence A Unified Social Platform Listen. Publish. Engage. Care. Publish the right message Engage customers on 
 their journey Listen to customers and competitors Integration for multi- channel customer care
  23. 23. Customer Success Stories The Future of Marketing is 1:1 CustomerJourneys Transform the Way You Think About Marketing Power New Levels 
 of Engagement
  24. 24. Please take 5 minutes and let us know what you think 
 about Salesforce Essentials 2015. Visit: salesforce.com/ap/survey-hk Fill in the evaluation form and go into the draw to WIN* a UE BOOM is the 360-degree wireless speaker. Draw will be made in the Cloud Expo at 6:00 p.m during networking drinks. *Terms and conditions available at registration desk
  25. 25. Thank you

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