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Marketing Cloud - Partner Office Hour (February 2, 2016)

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Learn more about the Marketing Cloud product at p.force.com/marketingcloud.

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Marketing Cloud - Partner Office Hour (February 2, 2016)

  1. 1. Journey Builder & Marketing Cloud Connect 2016-01 Release Highlights and Roadmap February 2, 2016 Karalee Slayton Principal Product Marketing Manager kslayton@salesforce.com @cablemaven
  2. 2. •  What is a Customer Journey •  Things to look out for and FAQs •  Walk through Journey Builder Capabilities •  Q&A Agenda
  3. 3. 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.
  4. 4. The Lines are Blurring
  5. 5. Connected Customers Community Product Mktg. App Online Events Sales Retail Care Customers Expect Unified & Relevant 1:1 Experiences
  6. 6. Product Marketing Online Retail Care Transforming Customer Experience: From Moments to Journeys Average Customer Experience (Journey) 20% increase in customer satisfaction for companies that manage the journey across departments Breaking Down the Silos for Better Customer Experiences
  7. 7. 89% OF MARKETING LEADERS EXPECT TO COMPETE PRIMARILY ON THE BASIS OF CUSTOMER EXPERIENCE BY 2016 Source: Gartner, Inc., “Customer Experience Is the New Competitive Battlefield”, June 4, 2015
  8. 8. One Customer. One Journey. Sales Service Marketing CommunityApps Analytics
  9. 9. Marketing Cloud Connect Create a 1-to-1 customer journey across the Customer Success Platform Personalize Digital Marketing with CRM Data Create Cross-Cloud Engagement Enhance the Single Customer View Email Social Advertising Website Mobile Devices
  10. 10. ​  Build relationships and loyalty by delivering data-driven personalized messages at scale. ​  Leverage customer data from across the entire Customer Success Platform to personalize every interaction across every channel. ​  Join the forces of Marketing and Sales to ensure consistent branding and messaging. Driving more relevant conversations and boost engagement. Personalize Digital Marketing with CRM Data
  11. 11. ​  Easily build cross-cloud journeys across marketing, sales and service. •  Sales journeys, service journeys, app adoption journeys, any journey. ​  Listen for events or changes in the Sales or Service Cloud to launch customers into a Journey or to trigger an email. •  Dynamic support communications or onboarding campaigns. ​  Create or update records within the Sales Cloud & Service Cloud as part of the Journey. •  Create Leads, Contacts, Accounts, Tasks, Cases, Add/update Campaign Member. Create Cross-Cloud Engagement
  12. 12. ​  Strengthen the single view of your customer in the Salesforce CRM, by pushing opens, clicks and bounces to the Contact Record, creating a full interaction history for every individual. ​  Have a complete view of how a contact, lead, or account responds to email campaigns with real-time email tracking data. ​  Now everyone across your entire organization can see how and when a customer is engaging with you. Enhance the Single View
  13. 13. BHTP Breaks Down Siloes to Revolutionize the New Hire Experience “We are always looking at more efficient ways to better the traveler’s experience, and grow our global brand.” Brad Rutta, VP of Marketing, Berkshire Hathaway Travel Protection Implemented internal journey to recruit and onboard new sales reps, connecting marketing, sales, and human resources Leverages email and SMS to keep reps up-to-date on latest products and training opportunities Connects Marketing Cloud and Sales Cloud to automate the sales process using Journey Builder, saving sales teams 2-3 months of effort per year on ramp up
  14. 14. Marketing Cloud Connect - New Cross-Cloud Features in January ‘16 Cross-Cloud Engagement Start journeys and trigger activities that connect interactions across Clouds, natively from Marketing Cloud Build Journeys Across Clouds Sales journeys, service journeys, any journey Point and Click Integration Integrate in just a few clicks Continuous Data Refresh Keep any standard or custom objects connected to Marketing Cloud Email Social Advertising Website Mobile Devices
  15. 15. Continually Stream CRM Data into the Marketing Cloud Personalize Digital Marketing Select all the Salesforce data you want available in Marketing Cloud INCLUDING CUSTOM OBJECTS Continuous data refresh keeps the Marketing Cloud up to date Use all your Salesforce Data in any Marketing Cloud application
  16. 16. Multi-org Configuration ​ Enterprise 2.0 Setup Salesforce Org Enterprise 2.0 Business Units Salesforce Org Salesforce Org
  17. 17. Multi-org Configuration FAQs ​  Enterprise 2.0 Marketing Cloud account ​  Custom Profile Center •  Standard Salesforce Profile Center not supported ​  •Adopt Connected App •  Gives ability to disconnect account (BU) to SC Org safely so that BU can be integrated with different SC Org ​  How to get it: •  Create a Support case and requesting Multi-Org be enabled for account •  INTERNAL: Insert quality of “multiorg” into SF_Integration BR •  Only applies towards v5 of integration •  Salesforce_ConnectedApp must also be set to “On” and quality of “always” ​  Once turned on, should not be turned off ​  Data Stream not currently supported ​  JB Integrations not currently supported ​  Web Collect not supported
  18. 18. Connected App Authentication • Greater security and control connecting to the Sale Cloud and Service Cloud • API limits lifted as REST and SOAP restriction are removed • Mapping to Sales Cloud and Service Cloud will no longer require passwords - Password Expiration no longer an issue
  19. 19. Connected App Authentication FAQs ​  Required for Multi-Org and Data Stream. ​  Required for all Marketing Cloud Connect customers on 6/1/2016. ​  Supports all account types except OYB (always) and L&P accounts (01). ​  Controlled by the Salesforce_ConnectedApp BR which has 2 states: •  ON with no quality. Available but not required in the account (existing customers). •  Disconnecting the account results in falling back to the old mapping. Users must also disconnect the legacy connection to actually “reset” the connection. •  ON with quality always. Only authentication mechanism for MCC (new customers). ​  Salesforce_ConnectedApp BR Required for all BUs ​  Schedule a sending outage during the upgrade process Auto- mapping supported for 14 days when connecting to the same production Org
  20. 20. Cross Cloud Journeys Salesforce Sales and Service Events & Activities •  Entry Events – Listens for triggers like Service Case Closed, or changes that occur in the Sales or Service Cloud to launch customers customers into a Journey •  Activities – Create or update records within the Sales Cloud & Service Cloud during a Journey. Create Lead, Contact, Account, Task, Case, Add/update Campaign Member •  Engagement Data – Emails sent through Journey Builder will return tracking to the Sales Cloud & Service Cloud
  21. 21. Journey Builder Sales and Service Events and Activities now available with Marketing Cloud Connect Connecting the Clouds Just Got Easier Specify the Sales and Service Cloud objects you want to watch, including custom objects React to changes to Sales and Service Cloud objects. Create or update objects in Sales/ Service Cloud Events Activities
  22. 22. 2015 Roadmap Service Cloud - New Case Start a Journey when a new Case is added in the Service Cloud. •  Standard “Event” type to select •  Easily connect Sales and Service Cloud activity with your journey
  23. 23. •  Entry Events – Listens for triggers like Service Case Closed, or changes that occur in the Sales or Service Cloud to launch customers customers into a Journey •  Activities – Create or update records within the Sales Cloud & Service Cloud within a Journey. •  Engagement Data – Emails sent through Journey Builder will return tracking to the Sales Cloud & Service Cloud Journey Builder Sales and Service: Activities and Events
  24. 24. Journey Builder Sales and Service: Events ​  Watch any object in Sales and Service Cloud ​  Monitor Create or Update ​  Filter Journey Participants ​  Specify Data Payload ​  Creates Flows for objects
  25. 25. Journey Builder Sales and Service: Activities Create or update any object in Sales and Service Cloud Map Marketing Cloud data to Sales and Service Cloud fields Key object UX ​  Lead ​  Opportunity ​  Account ​  Contact ​  Case ​  Task ​  Campaign Member ​  Customer Object
  26. 26. Journey Builder Sales and Service: Events and Activities ●  Multi-Org - Not supported in 01 release ●  Provisioning SalesforceIntegrationPackageProduction for each BU, and MarketingCloud Package 5.493 installed ●  External documentation on Help and will be available on release night (Jan 29th) ●  Internal documentation can be found in Base under Salesforce - Journey Builder Integration Events and each activity are covered, including known issues ●  Troubleshooting guide - also available in Base under Salesforce - Journey Builder Integration Will include SQL queries
  27. 27. JB Sales & Service FAQs Attribute Mapping Custom Objects -  Supported by Events and Activities Marketing Cloud package 5.493
  28. 28. What Is Automation Studio? Send regularly scheduled batch messages Integration, data movement, SQL queries and list segmentation Report delivery, keeping everyone informed without manually running reports Automation Studio ​ Automate simple and complex system activities.
  29. 29. How Customers Use Automation Studio Birthday Campaigns Nightly Data Import Generate Weekly Report
  30. 30. 2015 Roadmap Journey Builder - Roadmap Doug Wilson - Director, Product Management January 2016
  31. 31. The Decision Split Activity now supports the ability to create up to 20 paths in one activity. ​  Multiple Paths ​  Distinct Filters ​  Activity and Path Labelling ​  Prioritization ​  Reorder Paths ​  Automatic Upgrade Decision Split Activity
  32. 32. ​  Add an activity to an interaction flow that will wait until an event occurs for the contact currently in the activity or an optional specified duration expires before moving onto the next activity in the flow. ​  To request this activity, contact Support ​  To enable this feature in a customer’s account, please review the provisioning instructions here. Wait Until Activity - Pilot
  33. 33. ​  Event Data is point-in-time data captured at the time of an event. ​  Personalize a message or evaluate a contact based on event data. ​  Can also be used for events that utilize Marketing Cloud Connector Events or Audience Builder Events. ​  Initial Customers •  BBVA •  Carmax •  Fanatics •  Fidelity •  L’Oreal •  Sony EMEA •  Vimeo Event Data - Beta
  34. 34. New Features Glossary Marketing Cloud Connect (Dreamforce Message that will become the new name) The new brand name of Marketing Cloud Connector, Was a launch message from Dreamforce used to package the new features of the Marketing Cloud Connector and the new cross-cloud capabilities it provides in Journey Builder. Marketing Cloud Connector (aka v5 or Salesforce Connector) The old name for the packaged app used to connect, communicate and interact with the Sales & Service Clouds. Data Stream (formerly know as Data Connector or Data Sync) A new feature of Marketing Cloud Connect that will allow customer to set up a one way sync process FROM Salesforce Objects TO Marketing Cloud. Journey Builder Sales & Service Activities New Journey Builder Activities that interact directly with Salesforce information like converting a lead or creating a task. Journey Builder Sales & Service Entry Events New Journey Builder Entry Events, that listens for triggers directly within Salesforce information, like the closure of a Service Cloud Case Connected App Authentication A new Security and Authentication method that ensures that the API calls used by Marketing Cloud connect are not counted against API usage in the Sales or Service Cloud. It also alleviates the need to use passwords in the Marketing Cloud for integration. Multi-Org Configuration A new configuration option where Enterprise 2.0 accounts will now have the ability to integrate to a Salesforce Org at the Business Unit Level, allowing one Marketing Cloud Enterprise 2.0 account to connect with multiple
  35. 35. Resources Resources ​  Deep dive enablement: SalesforceSME ​  GovX Webinar: ​  Chatter Groups: •  NA7 - SalesforceSME •  Org62- Marketing Cloud Connect (Integration) ​  Help.exacttarget.com - Marketing Cloud Connector ​  Updates •  Pitch Deck •  Data sheet •  FAQ •  Feature list ​  Two Demo Videos •  Marketing Cloud Connect Cross-Cloud Journey
  36. 36. Pricing & Availability Marketing Cloud Connect is free in every edition of the Marketing Cloud. Business Rules for MCC are now enabled automatically in each of the new packages. Marketing Cloud editions pricing begins at $400 a month.
  37. 37. *active Journey with at least 1 contact processed Total Customers 485
  38. 38. Client Uber Sony FairCompare Lyft GovX Childrens Place Propellerhead Americas Test Kitchen OfficeDepot Top Customers by Contact Count
  39. 39. 2015 Roadmap Validation & Testing MapsAudiences and Contact Activity Roadmap: Where is Journey Builder Going? Scalability and PerformanceCross Cloud Journeys
  40. 40. 2015 Roadmap Journey Analytics Metrics at a glance to evaluate the entire journey. •  Standard JB report w email tracking •  Improved dashboard to stay up to date •  Cross channel and goal oriented
  41. 41. 2015 Roadmap Pre-launch Validation & Testing •  Test audiences and events to understand which customers will be added to a journey. •  Simulate the interaction to evaluate how real customers will flow through the campaign. •  Launch with confidence.
  42. 42. 2015 Roadmap Any Customer, Any Journey Audiences and Events
  43. 43. 2015 Roadmap Date Trigger Schedule a campaign trigger Select Audience Choose an audience for a campaign Email Invite people to receive a triggered email message Predictive Intelligence Invite people to subscribe to your SMS and MMS messages Create an inbound SMS event Sales Cloud Create a new case Take any list and start a journey. •  Allows for any segmentation tools to be used with Journey Builder •  Connect previous campaigns to new journeys MobileConnect Service Cloud Community Cloud Create a communityAdd a new lead Start a Journey Choose Audience
  44. 44. 2015 Roadmap Choose Audience Take any list and start a journey. •  Allows for any segmentation tools to be used with Journey Builder •  Connect previous campaigns to new journeys
  45. 45. Register for the Partner Roadmap Webinar: Details on the Marketing Cloud Program Changes will be shared in a Partner Roadmap Webinar March 3rd from 9 –10 am PST / 12 –1 pm EST ​ 1.Log into Partner Community ​ 2.Register: https://partners.salesforce.com/partnerEvent?id=a033000000FnqRjAAJ ​ Program Changes related to Orange62 Additional Announcements
  46. 46. Thank you

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