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Salesforce for Marketing: Deliver One Connected Customer Experience

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Salesforce for Marketing: Deliver One Connected Customer Experience
Essentials Johannesburg March 16th, 2017

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Salesforce for Marketing: Deliver One Connected Customer Experience

  1. 1. Salesforce for Marketing Deliver One, Connected Customer Experience Trail blazer Grace Woods
 Director, Product Marketing & Demand Generation, EMEA 
 gwoods@salesforce.com
  2. 2. 
 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. Forward-Looking Statements
  3. 3. Marketing Continues to Evolve The customer experience is more than marketing AI Social Mobile Cloud >Broadcast Marketing > YOUR AD HERE Digital Marketing 1-to-1 Customer Journeys
  4. 4. The Customer Experience Gap 77% of customers are not engaged with companies Your Customers Siloed Data Siloed Channels Siloed Departments Your Marketing Team
  5. 5. People-based, AI-driven marketing 58% of high-performing marketers lead Customer Experience across their business 3 Key Priorities for Marketers Connected experiences, not marketing Penetration rate (62%) of social networks in the Netherlands is highest in Western Europe 49% of marketers say email directly links to company revenue Back to basics: Email, Mobile, Social
  6. 6. Marketers lead the customer experience 58% of high performers lead customer experience Think beyond traditional channels Align across departments Map the customer journey
  7. 7. Browsers Offline IDs Email At 72.3% of internet users or 62.2% of the population in 2016, the Netherlands will have the highest social network user penetration rate in Western Europe. Source: eMarketer Apps TV Social
  8. 8. Email marketing drives revenue Mobile is integrated Social aligns with business metrics Get back to basics 49% of marketers say email drives revenue 145% growth in mobile push 39% of marketers say social generates significant ROI
  9. 9. People-based, AI-driven marketing 58% of high-performing marketers lead Customer Experience across their business 3 Key Priorities for Marketers Connected experiences, not marketing Penetration rate (62%) of social networks in the Netherlands is highest in Western Europe 49% of marketers say email directly links to company revenue Back to basics: Email, Mobile, Social
  10. 10. Salesforce for Marketing The smartest CRM for 1-to-1 customer journeys CRM for sales, service, marketing, & commerce 1-to-1 journeys across
 the entire lifecycle Connect every channel
 & any device Capture, unify, 
 & activate data
  11. 11. overview Subtitle text
  12. 12. Salesforce for Marketing The customer experience is more than marketing Onboarding &
 Engagement Awareness &
 Acquisition Retention & Advocacy
  13. 13. Salesforce for Marketing The customer experience is more than marketing Advertising Onboarding &
 Engagement Awareness &
 Acquisition Retention & Advocacy
  14. 14. Salesforce for Marketing The customer experience is more than marketing Advertising Sales Reps Onboarding &
 Engagement Awareness &
 Acquisition Retention & Advocacy
  15. 15. Salesforce for Marketing The customer experience is more than marketing Advertising Sales Reps Digital Commerce Onboarding &
 Engagement Awareness &
 Acquisition Retention & Advocacy
  16. 16. Salesforce for Marketing The customer experience is more than marketing Email & Mobile Messaging Advertising Sales Reps Digital Commerce Onboarding &
 Engagement Awareness &
 Acquisition Retention & Advocacy
  17. 17. Salesforce for Marketing The customer experience is more than marketing Email & Mobile Messaging Advertising Sales Reps Digital Commerce Mobile Apps Onboarding &
 Engagement Awareness &
 Acquisition Retention & Advocacy
  18. 18. Salesforce for Marketing The customer experience is more than marketing Email & Mobile Messaging Advertising Sales Reps Digital Commerce Mobile Apps Connected Products Onboarding &
 Engagement Awareness &
 Acquisition Retention & Advocacy
  19. 19. Salesforce for Marketing The customer experience is more than marketing Email & Mobile Messaging Advertising Social Media Sales Reps Digital Commerce Mobile Apps Connected Products Onboarding &
 Engagement Awareness &
 Acquisition Retention & Advocacy
  20. 20. Salesforce for Marketing The customer experience is more than marketing Email & Mobile Messaging Advertising Social Media Sales Reps Digital Commerce Mobile Apps Connected Products Communities Onboarding &
 Engagement Awareness &
 Acquisition Retention & Advocacy
  21. 21. Salesforce for Marketing The customer experience is more than marketing Email & Mobile Messaging Advertising Social Media Sales Reps Digital Commerce Mobile Apps Connected Products Communities Support Agents Onboarding &
 Engagement Awareness &
 Acquisition Retention & Advocacy
  22. 22. Subtitle text
  23. 23. Capture Data 
 Management Unify Activate Artificial 
 Intelligence AutomateDiscover Predict & Recommend Personalize Journey 
 Management Engage Measure Marketing Cloud Build 1-to-1 customer journeys across the entire lifecycle
  24. 24. Krux Is Now Part of Marketing Cloud Capture data from any source & device Unify, segment, & activate audiences to increase customer engagement Leverage AI to find new audiences Use machine learning on billions of profiles & trillions of events to discover high value segments 1-to-1 ad targeting on any device Drive more relevant & valuable customer experiences A leader in The Forrester WaveTM: Data Management Platforms Forrester Research, Inc., The Forrester Wave™: Data Management Platforms, Q4 2015, 11.10.15
 Krux was evaluated in the report. Krux has since been acquired by Salesforce.
  25. 25. Marketing is Smarter with Einstein Predictive Scoring Predictive Recommendations Send-Time Optimization Social Image Insights Wave for B2B Marketing predictive scores
 per month 6B
  26. 26. Introducing Wave for B2B Marketing Powered by Analytics Cloud Know marketing's impact on revenue Marketing & sales data in one place with visual, customizable dashboards Explore your data yourself Easily explore multiple data sources to intelligently improve campaign performance & marketing ROI Act quickly on your insights Share your insights from any device & quickly take data-driven actions as a team faster decision making 38% +
  27. 27. Subtitle text
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