APAC Webinar Connecting Marketing, Sales and Service Clouds (August 24, 2016)

1. Connecting Marketing, Sales
and Service
Marketing Cloud Connect & Marketing Cloud Lightning
APAC Partner Webinar
Karalee Slayton
Principal Product Marketing Manager
kslayton@salesforce.com

2. Safe Harbor
​Safe harbor 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. ​The Customer Experience Across the Organization
Customer Journeys Connect Sales, Service, & Marketing

4. Single Customer View
Personalize Digital Marketing with
CRM Data.
Platform Compatible
Data integration across Marketing,
sales and service.
Journeys Across the
Organization
Journeys across Sales, Service,
and Marketing.
Email
Social
Advertising
Website
Mobile
Devices
Connecting Across the
Salesforce Customer Success Platform

5. Understand how contacts, and leads are interacting
with your messaging, creating a full history for every
individual and every campaign
Personalize Marketing
The Power of Marketing Cloud inside Salesforce

6. PHH Provides Consistent Email Design for Advisors
Improved open rates of 30% have exceeded the industry average of 22%.
Increased user adoption among mortgage advisors with easier execution and process management.
Using Marketing Cloud’s tracking, PHH empowered mortgage advisors with access to results–whether
an email was received, opened, or bounced–all within Salesforce Sales Cloud.

7. Sending Marketing Cloud Email
from Sales or Service Cloud
DEMO email send flow directly in Sales Cloud

8. Single View of the Customer
Continually Sync CRM Data into the Marketing Cloud
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

9. Sierra Club Guides Memberships to Personal Opportunities
Captures user preferences across multiple channels and fosters member involvement site-wide
Automates individualized email campaigns highlighting relevant action items based on preferences
Drives member participation in a wide range of advocacy projects at both the local and national levels
Notified members in real-time that the State Department had rejected the Keystone XL pipeline and asked members to
thank President Obama which resulted in more than 54,000 responses

10. Synchronized Data Sources
DEMO Service + Sales data available directly in Marketing Cloud

11. 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
Create 1-to-1 Customer Journeys
Across the Customer Success Platform

12. Any Journey is Possible
Service Journeys
New Purchase Journeys
Product Adoption Journeys
HR or Employee Journeys
Sales Associate Journeys
Partner Journeys
Constituent Journeys
Patient Journeys
Student Journeys
Experiences across the organization

13. Customer
Onboarding
How Salesforce Uses Marketing Cloud
Mobile App
Onboarding
Employee Onboarding
Journeys
B2B Journeys – B2C Journeys - Any Journey is Possible

14. Berkshire Hathaway Revolutionizes the New Hire Experience
“We are always looking at more efficient ways to better
the traveler’s experience, and grow our global brand.”
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 raining 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
Brad Rutta, VP of Marketing, Berkshire Hathaway Travel
Protection

15. “Real-time data is crucial to
providing the right message
at the right time.”
Needed solution for marketing, sales, and service collaboration to improve customer experience
Leverages Salesforce from the sales cycle to onboarding customers to service needs, creating a
360-degree view of customers
Sends personalized emails based on previous behavior and identified interests
Seeing increases in productivity and customer satisfaction
FLEETCOR Fuels Integrated Customer Journeys
Pamela Coan, Director of Customer Marketing, FLEETCOR

16. Journeys Across the Organization
DEMO Marketing + Service + Sales

17. Introducing:
Marketing Cloud Lightning
Karalee Slayton
Principal Product Marketing Manager
kslayton@salesforce.com
@Karalee Slayton
1-to-1 Customer Journeys Across the Customer Success Platform

18. Lightning: Experience. Platform. Ecosystem.
Lightning Experience
A modern and intelligent user experience
that is consistent across devices
Lightning Platform
Quickly build and customize apps for desktops
and mobile devices with clicks, not code
Lightning Ecosystem
#1 Enterprise ecosystem with partner
Lightning Components, so you can quickly
build apps on the Lightning Platform

19. Marketing Cloud Lightning
Marketing Cloud + CRM
Personalize every moment with the Single View
Journeys for the Entire Customer
Experience
Build and automate journeys across marketing, sales,
service & beyond.
Lightning Experience (Coming Soon)
Common identity, navigation and user interface
Lightning Components (Coming Soon)
Pre-built and third party components
Run 1-to-1 Journeys on the
Customer Success Platform
NEW

20. Marketing Cloud Lightning Roadmap
Identity & Global Navigation
Create a more powerful cross-cloud
customer experience with a unified
identity and navigational
experience.
Native Marketing Cloud
Lightning Components
Truly enable cross-cloud customer
Journeys by connecting the power
and value of Marketing Cloud to the
customer success platform.
Marketing Cloud Lightning
Design Refresh
Delight Marketing Cloud customers
and users with a completely
refreshed, modern and on brand UI
built with the Lightning Design
System.
What’s Coming in the Near Future

21. Have a single way to represent a user across the
Salesforce Clouds and provide that user with a
single way to log in and access all of their
Salesforce applications.
●Single identity across Marketing Cloud and other Salesforce
Clouds
●Add users to any Cloud from one location
●Automatically determine which applications the customer has
access to, regardless of Cloud
One Login. All Clouds.
Salesforce Identity

22. Replace package with Lightning
​Away from integrating “like a partner” to a native experience
Consistent Experience
Lightning send flow
consistent whether in MC
or other clouds
Fuller Feature Set
Reduce the number of
limitations inherent to an
appexchange approach
to include features like
editing and preview.
Intuitive for all users
Rebuilding on Lightning
allows adoption of new
Email Studio content and
send tools.

23. MC UX Refresh
Journey Builder Interaction Example

24. thank y u

25. Questions?
Reach out to kslayton@salesforce.com
for questions or input regarding this Session
Ask MC Product: Journey Builder Chatter Page
for Journey Builder Specific Questions
Ask Marketing Cloud Lightning (Connect) SME Chatter Page
for Cross-Cloud Marketing Cloud Connect Questions