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The Dawn of the Digital Marketer Webinar

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Recorded Webinar - Salesforce Marketing Cloud: How to build and manage 1-to-1 customer journeys at scale

Original broadcast:Wednesday 12th October​ 2016.

​View the slides from our recent webinar from the Marketing Cloud team and learn more about:

- How to use one marketing solution to provide a truly multichannel experience​​
- How personalised email can be used to deliver an ROI of 38:1
- How to use your CRM data to target customers on social and display channels.
- How small teams can use one solution to send millions of personalised messages.

To listen to a recording of the webinar, please go to: www.salesforce.com/uk/events/details/webinar-marketing-12-10-16/

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The Dawn of the Digital Marketer Webinar

  1. 1. The Dawn of the Digital Marketer Welcome to a new era of marketing Start Time: 10:02am Mike McGuire & Poppy Dodge Marketing Cloud
  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. CloudMainframe 1960s 1980s Client/Server Today New Technology Model New Business Model New Philanthropic Model Our Mission Cloud computing revolution
  4. 4. 2013 • 2014 • 2015 2008 • 2009 • 2010 2011 • 2012 • 2013 2014 • 2015 2011 • 2012 2013 • 2014 2015 Most innovative companies in the world 20K FY16 Employees 4th largest software company based on analyst consensus revenue for FY2017. Salesforce fiscal 2017 guidance provided November 18, 2015: "revenue for the company's full fiscal year 2017 is projected to be approximately $8.0B to $8.1B.” $8. 1B FY17 revenue guidence 4th Largest Enterprise Software Company in the World This Year
  5. 5. Powering Success in Every Industry Technology Financial Services & Insurance 252B events in a month 100TB stored by a single customer 39B messages sent in a month 99.96% product uptime Travel & Hospitality Internet & eCommerce ™ Retail/CPG Communications & Media
  6. 6. We’ve Entered the Connected, Digital World And now the customer is in control Cloud: Scale, performance, and real-time access Social: New places to meet our customers Mobile: Always-on, always- connected experiences Data Science: Relevant and personalized interactions IoT: Connected sensors, beacons, devices, and apps
  7. 7. Click Facebook Ad Newsletter Sign-up Personalized Content Email Mobile Opt-inDownload App Contact Customer Support Evangelize on Facebook Support Issue Resolved First Purchase Every Customer Is on Their Own Unique Journey Grouping, segmenting, and stereotyping is no longer enough
  8. 8. *Transforming Customer Experience: From Moments to Journeys, 2013 Journeys are strongly correlated with business outcomes. +36% Customer satisfaction +15% Revenue growth +28% Willingness to recommend +33% Less likely to cancel/churn
  9. 9. JOURNEY BUILDER EMAIL STUDIO MOBILE STUDIO SOCIAL STUDIO ADVERTISING STUDIO WEB STUDIO AUDIENCE BUILDER PERSONALIZATION BUILDER CONTENT BUILDER ANALYTICS BUILDER
  10. 10. Engage with Customers at Every Step of the Journey
  11. 11. Create Awareness with Personalized Advertising TV & mass media Personalized advertising
  12. 12. Personalized Advertising at Scale Leverage your CRM in advertising 22% increaseinemailconversionwhencoordinatedwithanad Manage advertising at scale Activate your customer data Orchestrate with email campaigns Control ad spend
  13. 13. Acquire More Customers with Email Marketing Revenue generators Campaign executors
  14. 14. Generate More Revenue Deliver highly targeted, personalized emails Create beautiful emails with no HTML Send any type of email, at a massive scale Build email with a mobile first mindset Collaborate across organizations of all types 38x returnforeverydollarspentonemailmarketing
  15. 15. Onboard Faster with 1-to-1 Interactions 1-to-1 cross-channel interactions 1-to-many interactions
  16. 16. Build 1-to-1 Customer Interactions Plan, personalize, & optimize the journey Map out the customer experience Personalize every interaction Deliver on email, mobile, ads, & web Measure against your goals 152% higherclick-throughratesfortriggeredmessages comparedto‘businessasusual’marketingmessages
  17. 17. Engage Smarter with Predictive Intelligence Behavior-based messages Disconnected campaigns
  18. 18. Make Behavior-Based Decisions Determine the right offer, product, & content 25% increaseinconversionrateswhen anemailcontainspredictivecontent Track implicit & explicit customer behavior Combine with profile & demographic data Personalize with predictive algorithms Deliver recommendations via email & web
  19. 19. Build Advocates Quicker with Social Media Integrated social with marketing, sales, & service Siloed social
  20. 20. Use Social Media for More Than Marketing Turn every customer into an advocate 67% of consumershaveusedacompany’s socialmediapageforcustomersupport Listen to all brand and product mentions Route posts to the right business group Participate in every relevant conversation Solve customer service issues
  21. 21. The Customer Success Journey
  22. 22. Marketing Cloud Drives Marketing ROI Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary Salesforce Predictive Intelligence Benchmark Report conducted 2013 on 140 million interactions sent by Marketing Cloud customers. Average Percentage Improvements Reported by Salesforce Customers Increase in Marketing ROI + 43% + 40% Increase in Revenue Influence + 41% Lift in Conversion Lift in Revenue per Web Session + 53% + 46% Faster Campaign Deployment
  23. 23. customer rated for email marketing#1
  24. 24. thank y u

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