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Deepak Pargaonkar, Director - Sales Engineering, Salesforce.com
The document discusses how retailers need to connect with shoppers in new ways through personalization. It summarizes Salesforce's "Shopper Success Platform", which aims to help retailers personalize the retail experience for customers. The platform includes features like clienteling for personalized in-store shopping, personalized service across channels, real-time analytics to gain shopper insights, social tools to improve associate experiences, and agile app development to enable new forms of customer connection. The goal is to help retailers transform from transaction-focused systems to engaging customers through personalized experiences.
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Deepak Pargaonkar, Director - Sales Engineering, Salesforce.com
- 1. Deepak Pargaonkar Director, SolutionEngineering dpargaonka@salesforce.com Retail Re-tailored
- 2. Safe Harbor Safe harborstatement 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. Every Brand Wantsto Get Closer to Their Customers Luxury Food & Drug Quick Service Restaurants Mass Merchants Department Stores Specialty
- 4. Know Me andMake it Easy For Me
- 5. Employees are KeyStakeholders
- 6. Disruptors Are Changingthe Rules of the Game
- 7. Retailers Must Connectwith Shoppers in a Whole New Way Personalization Everywhere Super-charged Employees Lightning-fast Innovation
- 8. ServiceInspiration Customers Expect theFundamentals Product Value
- 9. Retailers Have Investedin Systems of Record Predominantly Catering to Transactional Automation – Layer of Engagement Required Systems of Record Organizational Focus of in-store shoppers look for help on a smartphone* 72% Infrastructure Transactions Inventory Merchandising Call CenterStore POS Website Apps
- 10. Systems of Record Retailers NeedSystems of Engagement Systems of Engagement MobileCloud Social Data Science Infrastructure Transactions Inventory Merchandising Call CenterStore POS Website Apps
- 11. Clienteling Personalized In-store Shopping Service PersonalizedService Everywhere Analytics Real-time Shopper Insight Connected Operations Social Associate Journeys Apps Agile Retail Innovation Marketing Personalized Shopper Journeys The Shopper Success Platform Connect to Shoppers in a Whole New Way, Personalize Retail
- 12. Clienteling: The StoreRe-personalized Mobile Connects Associates with Complete View of Shopper Journey 360° Shopper View Mobile Sales Product Insight Guided Selling FPO
- 13. Service: Personal ServiceEverywhere Connect Agents & Shoppers with 360° View of Everything 360° Shopper View 360° Price, Product, Process View Self-Service Social Engagement Multi-channel Agent Console
- 14. Personalized Shopper Journeysat Scale 1:1 Alerts, Notifications, Content Triggered in Real-time by Shopper Journey Email & Social Marketing Mobile Marketing Web Personalization Guided Selling
- 15. Connected Retail Operations:Social Associate Journey Connect Customers, Employees & Suppliers in a Whole New Way Onboarding and Learning Task Management Employee Communities Shopper Communities Supplier/Partner Communities
- 16. Analytics: Real-time Insight ConnectDecision Makers with Real-time Insight FPO Personalized Content & Service Dynamic Pricing Localized Assortment & Experience Optimized Store Operations & Sales
- 17. Apps: Agile RetailInnovation Agile Development Platform to Connect in New Ways Mobile Shopper Apps Agile layer to ERP Employee Apps FPO
- 18. Clienteling Personalised In-store Shopping Service PersonalisedService Everywhere Analytics Real-time Shopper Insight Connected Operations Social Associate Journeys Apps Agile Retail Innovation Marketing Personalised Shopper Journeys The Shopper Success Platform Connect to Customers in a Whole New Way, Personalize Retail Everywhere
- 19.
Editor's Notes
- #2 Good afternoon, and welcome to Retail Re-personalized. My Name is Deepak Pargaonkar and I lead Solution Engineering at Salesforce. In that capacity I work closely with our customers, partners and field organization to help drive the customer experience transformation that is taking place across the globe. We believe retail will change more in the next 3 years than it has in the past 50 and it is fully a result of the digital revolution and the opportunity to personalize experiences at scale that has never before been possible. Today we will be exploring the trends influencing the shopper transformation and how a retailer such as yours can deliver a more personalized customer experience, better empower and engage your employees and respond to changing needs more quickly.
- #3 Before I begin, just a quick note that when considering future developments, whether by us or with any other solution provider, you should always base your purchasing decisions on what is currently available.
- #4 Every brand wants to get closer to their customers and Salesforce is fortunate to be working with many of the leading retailers globally on their transformation to connect better with their customers and employees and to drive new innovation in their business.
- #5 Today 84% of consumers use digital technology during their shopping journey and digital continues to transform and influence the shopping experience. Consumers want retailers to know them and make it easy for them. But if they don’t there are many disruptive technology providers willing to insert themselves into the process. I am inspired by Tinder, Instagram and Instacart. Let me tell you why. Decisions are a swipe away. How many of you are familiar with the dating application Tinder? Just with one simple swipe of the finger users can choose who they want to spend time with. Swipe right if interested, left if not. Its that easy. And now we are seeing this simplicity take root in retail with apps like Kwoller. How are you making it easier for shoppers to decide? Next, A picture speaks louder than words. Apps like Intsagram help consumers take ownership of the brand. Today there are more than 200K pictures on Instragram with the hastag “dressing room” . Consumers are co-curating and making recommendations to one another supplanting the role of yesterday’s merchant prince. Are you participating or creating your own communities? The currency of now. Then, there is Instacart which fulfills the instant gratification once only provided by bricks and mortar. Now I can order ingredients for dinner when I leave work and have them waiting for me at my doorstep just an hour later. Engaging experiences such as these are informing today’s shopper and raising the bar of expectations they have of you and your business. Are you a disruptor or will you be disrupted?
- #8 Starbucks App $2B in mobile sales, 12million app users. Save credit card fees. Complete engagement device. Testing Postmates and Barrista delivery
- #10 Icons Physical store Call center POS Website App
- #11 They need to add a platform that is specifically designed to extend their current information strategy and puts the customer at the center. A platform that works with a system of record and is designed for engaging customers by harnessing the power of the cloud, mobile, social, & data sciences. What companies need is a system of engagement centered around the customer. Icons Physical store Call center POS Website App
- #12 In Retail, the Shopper Success Platform helps every retailer become a shopper-centric retailer and meet shopper demand for personalization everywhere. When shoppers walk into the store, our Clienteling mobile app transforms what would otherwise be a rather impersonal experience into one that is fully personalized and contextual. The Shopper Success Platform transforms service on any channel into a fully personalized experience so that, for example, the contact center agent has full context of the shopper’s store, web and app journey. Shoppers are not always buying or calling customer service for help. The Shopper Success Platform helps retailers engage the shopper proactively through their journey with targeted marketing via email. social, mobile, web to constantly engage them. With Connected Operations, the Shopper Success Platform transforms the associate journey into a mobile and collaborative one that empowers them AND engages them with technology they love. Personalizing shopper journey requires insight into the shopper. The Analytics cloud does just that so that retailers can deliver more targeted content, service and more. Retail has changed more in the past 3 years than in the last 50. The Shopper Success Platform turbo-charges retailers to innovate at the industry’s new clock speed through apps that help them react to change faster than ever.
- #13 Clienteling is about taking the black book and re-imagining it on a mobile device where associates can have a 360 degree view of the shopper to better serve their needs. We witnessed a Sales Revolution happening at companies like Design Within Reach. When a shopper walks in, each and every sales rep is empowered with the Shopper Success Platform in their hands. Right from a smartphone or tablet armed with Salesforce1, they have the shoppers full profile, all their relevant information, past purchases and inquiries. They also have a full digital sales aid armed with a full product catalog, inventory, delivery schedules and can quickly get answers for product-related questions — like dimension details, available finishes, or when a backordered item will become available. Ultimately, Design within Reach is not just selling a piece of furniture, they are creating 1:1 relationships with their shoppers.
- #14 Deeper Dive into Target: https://org62.my.salesforce.com/06930000004BEtC Overview Target Corporation (“Target”) is a $65 billion plus company operating upscale discount stores and an online business, Target.com. In addition to its core retail operations, Target owns Target National Bank, Target Card Services, Target Commercial Interiors, and Target Sourcing Services, a leading global sourcing organization with more than 50 international locations. Challenges After years of underinvestment in customer service infrastructure, deployment of point solutions to individual contact centers, and numerous operational silos; the client was challenged to provide a rich, effective multichannel service experience at an enterprise scale. Target wanted a consistent technology and process foundation that could be scaled in size and enhanced in scope. The scope of the program included 20 diverse contact centers that spanned 3 business areas: Retail Credit Internal Team Members Solutions Target in partnership with Accenture launched a program called Service Reinvention to reinvent their customer service capabilities. The solution they selected involved implementation of foundational technology that would be leveraged across the enterprise. Target selected the following technologies: Customer Experience Management (CEM) solution - Service Cloud Communication Services platform – Cisco Enhanced Resource Management functionality – I3 This solution will deliver improved customer interactions across all channels, track and resolve customer issues and increase the forecasting, scheduling and capacity planning efficiency. Previous Solution: Siebel, Kana B2B & B2C Case Mgmt, Customer Mgmt, Knowledge, CTI Use Case: ecommerce customer service, store customer service, tech support, store support, credit care service, & HR support Integrations: 40+ (ServiceNow, AD, etc) 4 releases in 2014 & 3 in 2015 Benefits Service Cloud delivers enhanced and integrated capabilities: Customer Management, Case Management, Knowledge Management, Online Portal, Chat, Social, Contact Routing, Voice Self-Service, CTI, Forecasting, Scheduling, Real-time Monitoring, and Capacity Planning. Capabilities will provide a 360 degree view of the customer, improved self service, channel enablement and improved resource flexibility. The solution is expected to reduce costs by $20-$30M over 4 years. Target has since expanded the scope of the rollout to all customers and internal team members and expects to exceed the original business case. Service Cloud is being rolled out to 4,000 agent users, 350K employees, and 100M+ customers.
- #15 4 million emails a day, across 200 campaigns managed by just 3 people
- #16 Employees are customers too. The world has gone social with 2.3 billion social users, but companies are building their own social networks In the form of communities. Home Depot has stores all over the world, and each store has their own department experts. Before Salesforce Community Cloud, none of these experts were connected with each other. Home Depot recognized that the wealth of knowledge a group of experts can have together is much greater than one on their own, and the value of collaboration across these experts partners, and shoppers would be very powerful. To address this opportunity, Home Depot created community.homedepot.com bringing together contractors, home owners and employees from all over the world in one central location.
- #17 Did you know that 90% of the world’s data was created in the last two years? All of these connected devices, employees and partners contribute to the masses of data. By 2020 there is going to be 10 times more mobile data, 19 times more structure data and 50 times more product data. One of the largest companies in the world, GE, is transforming themselves into a data company. GE is connecting all their machines and services to drive better business decisions through analytics. But with all of this data, we find ourselves in a data divide. Companies like Microsoft, Oracle and SAP have analytics products of the past, delivering the same solutions they had been before most of these connected devices were even invented. At Salesforce saw this as a huge opportunity, not for a new version, but for a new vision for Analytics. ---------------------------------------------------------------------------- See GE Capital’s Success Story here: http://www.youtube.com/watch?v=FPylyoJ7Q9c
- #18 And finally, every shopper we visit shares one thing in common, they all want to GO FASTER. And to do that, every company is becoming a software company, even massive organizations like Coca-Cola. Coca-Cola Germany has built apps for nearly every aspect of their business: Shopper facing apps, retailer apps, distributor apps, inventory apps. They’re deploying these apps at Lightning speed and transforming their business while they’re doing it. These apps have helped them on-board retailers up to 10x faster. _____________________________________ See Coca-Cola’s Success Story here: http://www.youtube.com/watch?v=xAYS8C3g_k4&list=PLnobS_RgN7JZfHVFu8gTYBXYzV60IWeX9
- #19 In Retail, the Shopper Success Platform helps every retailer become a shopper-centric retailer and meet shopper demand for personalization everywhere. When shoppers walk into the store, our Clienteling mobile app transforms what would otherwise be a rather impersonal experience into one that is fully personalized and contextual. The Shopper Success Platform transforms service on any channel into a fully personalized experience so that, for example, the contact center agent has full context of the shopper’s store, web and app journey. Shoppers are not always buying or calling customer service for help. The Shopper Success Platform helps retailers engage the shopper proactively through their journey with targeted marketing via email. social, mobile, web to constantly engage them. With Connected Operations, the Shopper Success Platform transforms the associate journey into a mobile and collaborative one that empowers them AND engages them with technology they love. Personalizing shopper journey requires insight into the shopper. The Analytics cloud does just that so that retailers can deliver more targeted content, service and more. Retail has changed more in the past 3 years than in the last 50. The Shopper Success Platform turbo-charges retailers to innovate at the industry’s new clock speed through apps that help them react to change faster than ever.