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Where Will Connected
Customers Go in 2016?
@jeremywaite
#FOM15
Jeremy Waite
Head of Digital Strategy, EMEA
@JeremyWaite
Jeremy.Waite@Salesforce.com
Building Loyal
Relationships, Faster.
Apps AnalyticsCommunityMarketingServiceSales
Connect To Your Customers In A Whole New Way
Customer Success Platform
Introducing the Salesforce Customer Success Platform
Helping Your Customers Love You
80% EXECUTIVES ARE
OVERWHELMED.
“
”
75% EXECUTIVES ARE
EMOTIONAL.
“
”
UNKNOWN KNOWN
1 : Many Marketing 1 : 1 Customer Journeys
We Need To Build Loyal Relationships, Faster.
Customers Are On A Journey
“90% of the consumer buying journey now crosses 5 channels”. Google
MARKETING IS NO LONGER ABOUT THE
STUFF YOU
“
BUT THE
”
MAKE
STORIES YOU
TELL.
SETHGODIN
15 Years of Storytelling
& Technology Shifts
COMPANIES ARE NO LONGER
COMPETING
“
AGAINST EACH OTHER,
”
SPEED.
MARCBENIOFF
THEY ARE COMPETING AGAINST
There’s No Such Thing As…
@Scobleizer
#BigData
Monitoring Customer Journeys
Building A Customer Company in Real-Time
Real-Time Events
Rich Contextual Data
10111011000100...
EVERYBODY LOVES YOU UNTIL YOU BECOME THE
COMPETITION.
“
”
77% OF CONSUMERS DON’T WANT A
RELATIONSHIP
“
WITH A BRAND.”
Building Loyalty
“It took over ten years of trying to be an overnight success”. @Biz
Image: @JeremyWaite | Data: Loyalty E...
YOU CAN’T PURCHASE
LOYALTY.
“
”
WHO • WHAT • WHY • WHERE • WHEN
TECHNOLOGY IS
NOTHING.
“
WHAT’S IMPORTANT IS THAT YOU
”
WONDERFUL
STEVEJOBS
HAVE FAITH IN PEOPLE, THAT THEY’RE
BASICALLY G...
The One Sentence Business Model
I’m going to do ,
to make better,
as measured by ,
and is worth .
Created by @JeremyWaite
THE GOAL IN BUSINESS IS NOT TO
SELL
“
”
BELIEVE
SIMONSINEK
NEED WHAT YOU HAVE, BUT
TO WORK WITH PEOPLE WHO
WHAT YOU BELIEV...
thank y u
@JEREMYWAITE | @SALESFORCE | C4 ROOM 14
Where Will Connected Customers Go in 2016?
Where Will Connected Customers Go in 2016?
Where Will Connected Customers Go in 2016?
Where Will Connected Customers Go in 2016?
Where Will Connected Customers Go in 2016?
Where Will Connected Customers Go in 2016?
Where Will Connected Customers Go in 2016?
Where Will Connected Customers Go in 2016?
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Where Will Connected Customers Go in 2016?

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How will connected customers behave in 2016? These are the slides from my keynote today at Festival of Marketing, London.

Published in: Marketing

Where Will Connected Customers Go in 2016?

  1. 1. Where Will Connected Customers Go in 2016? @jeremywaite #FOM15
  2. 2. Jeremy Waite Head of Digital Strategy, EMEA @JeremyWaite Jeremy.Waite@Salesforce.com Building Loyal Relationships, Faster.
  3. 3. Apps AnalyticsCommunityMarketingServiceSales Connect To Your Customers In A Whole New Way Customer Success Platform
  4. 4. Introducing the Salesforce Customer Success Platform Helping Your Customers Love You
  5. 5. 80% EXECUTIVES ARE OVERWHELMED. “ ” 75% EXECUTIVES ARE EMOTIONAL. “ ”
  6. 6. UNKNOWN KNOWN 1 : Many Marketing 1 : 1 Customer Journeys We Need To Build Loyal Relationships, Faster.
  7. 7. Customers Are On A Journey “90% of the consumer buying journey now crosses 5 channels”. Google
  8. 8. MARKETING IS NO LONGER ABOUT THE STUFF YOU “ BUT THE ” MAKE STORIES YOU TELL. SETHGODIN
  9. 9. 15 Years of Storytelling & Technology Shifts
  10. 10. COMPANIES ARE NO LONGER COMPETING “ AGAINST EACH OTHER, ” SPEED. MARCBENIOFF THEY ARE COMPETING AGAINST
  11. 11. There’s No Such Thing As… @Scobleizer #BigData
  12. 12. Monitoring Customer Journeys Building A Customer Company in Real-Time Real-Time Events Rich Contextual Data 10111011000100011111010 01010101011000010010110 11100010000100010001101 11011000100011111010010 10101011000010010110111 00010000100010001101110 11000100011111010010101 01011000010010110111000 10000100010001 Analyse Compute The Perfect Response Deliver The Precise action Proactively and In Context
  13. 13. EVERYBODY LOVES YOU UNTIL YOU BECOME THE COMPETITION. “ ”
  14. 14. 77% OF CONSUMERS DON’T WANT A RELATIONSHIP “ WITH A BRAND.”
  15. 15. Building Loyalty “It took over ten years of trying to be an overnight success”. @Biz Image: @JeremyWaite | Data: Loyalty Effect by Fred Reichheld Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10 Year 11 Year 12 Year 13 Year 14Year 0 COMPANYA COMPANYB x2
  16. 16. YOU CAN’T PURCHASE LOYALTY. “ ”
  17. 17. WHO • WHAT • WHY • WHERE • WHEN
  18. 18. TECHNOLOGY IS NOTHING. “ WHAT’S IMPORTANT IS THAT YOU ” WONDERFUL STEVEJOBS HAVE FAITH IN PEOPLE, THAT THEY’RE BASICALLY GOOD AND SMART, AND IF YOU GIVE THEM TOOLS, THEY’LL DO SOMETHING WITH THEM.
  19. 19. The One Sentence Business Model I’m going to do , to make better, as measured by , and is worth . Created by @JeremyWaite
  20. 20. THE GOAL IN BUSINESS IS NOT TO SELL “ ” BELIEVE SIMONSINEK NEED WHAT YOU HAVE, BUT TO WORK WITH PEOPLE WHO WHAT YOU BELIEVE. TO PEOPLE WHO
  21. 21. thank y u @JEREMYWAITE | @SALESFORCE | C4 ROOM 14

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