SERIES RECAP: As you start planning for 2015, it’s more important than ever to develop real relationships with your customers—creating customer journeys like never before. Over the past 5 months, we hope you were inspired to make the most out of every customer interaction of the customer lifecycle by creating personalized, cross-channel customer journey that will deliver an exceptional brand experience! On December 4th, join Joel Book as he recaps the webinar series and delivers the top 5 things you need to keep in mind when planning for a successful new year.
Speakers: Joel Book, Principal, Marketing Insights, ExactTarget Marketing Cloud
Today’s consumers are hyper connected, better informed and more empowered than ever. And they expect brands to deliver personalized offers, information and service at every stage of the customer life cycle.
To acquire and retain the new consumer, customer-centric brands are rapidly replacing ineffective, fragmented one-size-fits-all mass advertising campaigns with data-driven one-to-one communications that are tailored to the needs, interests and location of the consumer. As a result, these companies are converting more shoppers to buyers, producing higher revenues and improving customer retention.
In this briefing, Joel Book of Salesforce Marketing Cloud will discuss the major trends that are driving the convergence of marketing, sales and customer service and share examples of companies using 1:1 omni-channel digital marketing strategies – powered by Email, Mobile, Social Media and Web Personalization – to acquire, onboard and retain customers.
#CNX14 - What the Winners are Doing: How Smart Brands Drive New and Repeat Sa...Salesforce Marketing Cloud
Serving has become the new selling and the key to selling more and creating genuine brand advocates is delivering a great customer experience at each stage of the customer lifecycle. See best-in-class examples of how innovative digital marketers are using data, content, and technology to deliver offers, information, and services that are personal, relevant, and timely. Join Joel Book from the ExactTarget Marketing Cloud as he shows you what the winners are doing to aid the customer’s product evaluation and purchase decision and provide great new user on-boarding and service after a purchase has been made.
eMarketer Webinar: Loyalty Marketing—Creating Stickiness in a Mobile WorldDaniel Caridi
Marketers of all stripes know that keeping an existing customer is easier and more lucrative than finding a new one, but fostering loyalty can be tough. Topics in this webinar include: What consumers want from loyalty programs; What marketers can do to increase consumer loyalty; How personalization can contribute to loyalty; How mobile has changed loyalty marketing.
7 Traits of Highly Effective Digital Commerce OrganizationsSameer Khan
Commerce technology spending is up across the board. Retailers are significantly bolstering their capital investment programs. 85% will increase their spend on commerce technology in 2015. Is your organization prepared for the next generation of digital business?
17 Tips, Tricks And Growth Hacks To Sky-rocket Your Conversions Using On-site...WebEngage
Online conversion funnel optimization has mostly been limited to use of emails and analytics tools. This document highlights the use of on-site overlays (as modal windows, or nudges or pop-ups etc) in some very interesting ways to plug the leak in your funnel by pro-active and personalized messaging.
In the world of CRO, there's always a room to do more. And, at WebEngage, we are committed to provide you more ways to do so.
Let's convert! More ...
Combining offline and online data to drive performance - ArabNet Riyadh 2015ArabNet ME
Speaker: Subra Krishnan, SVP Products and Marketing, Vizury, @subrakrishnan
Talk by Vizury; Combining offline and online data to drive performance
كلمة: تتبع المستخدمين والتحويلات في عالم غير متصل، فيزوري
المتحدث: صوبرا كريشنان، نائب رئيس المنتجات والتسويق، فيزوري @subrakrishnan
How are marketers combining their offline data with online data? How are they using it to drive performance and a stronger customer experience? What results are they seeing?
The challenge for retailers is no longer how to lure shoppers online, but how to add value for their existing customer base. Examine critical business functions for online commerce success, as well as best-in-class factors — transpromo, crosschannel campaigns and deep-dive personalization. Learn the “four Cs” of staying alive — conversion, clarity of messaging, channel crossings and cooperative communications with third parties. Also, learn several key software and cycle management tools that incorporate analytics and printed literature.
mCommerce - A Frsh Look At Why It Matters Doug Robinson
A brief overview of the growing mCommerce market, its characteristics and impacting trends. Our analysis looks into different segments of the industry: App-based services, On-Demand Services, Marketplace, Mobile Retail, Retail Enablement and Mobile Payments, and provides overall predictions for the future of the industry.
Customer Analytics Strategy and ApplicationSameer Khan
The commerce landscape has changed drastically since 2003. And, since the Internet gave birth to e-commerce sites and social media, now more than ever, customers expect businesses to go the extra mile to maintain their preferences. With competitors just a click away, understanding customer behavior and improving customer experience has never been more critical. Reducing customer struggle is no easy feat, especially because each customer faces a deluge of different decisions
on a multitude of platforms.
Case study: Square Meal - How to use Intelligent Data to Implement Successful...Emarsys
This slide share presents the benefits of using intelligent data to implement successful recommendation campaigns. Looking specifically at email and web recommendations highlighting the benefits personalisation can provide when delivering the right message to the right person at the right time.
Digital Doomsday - Mobile, Email and Social Media Webinar from Signal and You...signalhq
Digital Doomsday: The end of Mobile, Email and Social Media Marketing as you know it
In this informative and instructive webinar, leading agency Young & Rubicam joins us to highlight ways leading brands are achieving better results by marketing across channels.
It is becoming less effective to market within silos, as consumers cross channels to research, browse and buy all manner of products and services. Response, results and ROI all suffer, to say nothing of the redundancies and inefficiencies of using separate systems for multiple channels. The problem is well documented; however, the path forward is less clear. Digital marketers of all stripes will learn practical ways of tapping into the opportunities presented by emerging cross channel marketing solutions.
AI & Data Analytics: 3 Ways They Can Improve Customer Experience And EngagementQuekelsBaro
Analytics, data, and AI have the potential to enrich marketers’ understanding of their customers’ experiences in order to deliver meaningful, relevant experiences in the future.
Today’s consumers are hyper connected, better informed and more empowered than ever. And they expect brands to deliver personalized offers, information and service at every stage of the customer life cycle.
To acquire and retain the new consumer, customer-centric brands are rapidly replacing ineffective, fragmented one-size-fits-all mass advertising campaigns with data-driven one-to-one communications that are tailored to the needs, interests and location of the consumer. As a result, these companies are converting more shoppers to buyers, producing higher revenues and improving customer retention.
In this briefing, Joel Book of Salesforce Marketing Cloud will discuss the major trends that are driving the convergence of marketing, sales and customer service and share examples of companies using 1:1 omni-channel digital marketing strategies – powered by Email, Mobile, Social Media and Web Personalization – to acquire, onboard and retain customers.
#CNX14 - What the Winners are Doing: How Smart Brands Drive New and Repeat Sa...Salesforce Marketing Cloud
Serving has become the new selling and the key to selling more and creating genuine brand advocates is delivering a great customer experience at each stage of the customer lifecycle. See best-in-class examples of how innovative digital marketers are using data, content, and technology to deliver offers, information, and services that are personal, relevant, and timely. Join Joel Book from the ExactTarget Marketing Cloud as he shows you what the winners are doing to aid the customer’s product evaluation and purchase decision and provide great new user on-boarding and service after a purchase has been made.
eMarketer Webinar: Loyalty Marketing—Creating Stickiness in a Mobile WorldDaniel Caridi
Marketers of all stripes know that keeping an existing customer is easier and more lucrative than finding a new one, but fostering loyalty can be tough. Topics in this webinar include: What consumers want from loyalty programs; What marketers can do to increase consumer loyalty; How personalization can contribute to loyalty; How mobile has changed loyalty marketing.
7 Traits of Highly Effective Digital Commerce OrganizationsSameer Khan
Commerce technology spending is up across the board. Retailers are significantly bolstering their capital investment programs. 85% will increase their spend on commerce technology in 2015. Is your organization prepared for the next generation of digital business?
17 Tips, Tricks And Growth Hacks To Sky-rocket Your Conversions Using On-site...WebEngage
Online conversion funnel optimization has mostly been limited to use of emails and analytics tools. This document highlights the use of on-site overlays (as modal windows, or nudges or pop-ups etc) in some very interesting ways to plug the leak in your funnel by pro-active and personalized messaging.
In the world of CRO, there's always a room to do more. And, at WebEngage, we are committed to provide you more ways to do so.
Let's convert! More ...
Combining offline and online data to drive performance - ArabNet Riyadh 2015ArabNet ME
Speaker: Subra Krishnan, SVP Products and Marketing, Vizury, @subrakrishnan
Talk by Vizury; Combining offline and online data to drive performance
كلمة: تتبع المستخدمين والتحويلات في عالم غير متصل، فيزوري
المتحدث: صوبرا كريشنان، نائب رئيس المنتجات والتسويق، فيزوري @subrakrishnan
How are marketers combining their offline data with online data? How are they using it to drive performance and a stronger customer experience? What results are they seeing?
The challenge for retailers is no longer how to lure shoppers online, but how to add value for their existing customer base. Examine critical business functions for online commerce success, as well as best-in-class factors — transpromo, crosschannel campaigns and deep-dive personalization. Learn the “four Cs” of staying alive — conversion, clarity of messaging, channel crossings and cooperative communications with third parties. Also, learn several key software and cycle management tools that incorporate analytics and printed literature.
mCommerce - A Frsh Look At Why It Matters Doug Robinson
A brief overview of the growing mCommerce market, its characteristics and impacting trends. Our analysis looks into different segments of the industry: App-based services, On-Demand Services, Marketplace, Mobile Retail, Retail Enablement and Mobile Payments, and provides overall predictions for the future of the industry.
Customer Analytics Strategy and ApplicationSameer Khan
The commerce landscape has changed drastically since 2003. And, since the Internet gave birth to e-commerce sites and social media, now more than ever, customers expect businesses to go the extra mile to maintain their preferences. With competitors just a click away, understanding customer behavior and improving customer experience has never been more critical. Reducing customer struggle is no easy feat, especially because each customer faces a deluge of different decisions
on a multitude of platforms.
Case study: Square Meal - How to use Intelligent Data to Implement Successful...Emarsys
This slide share presents the benefits of using intelligent data to implement successful recommendation campaigns. Looking specifically at email and web recommendations highlighting the benefits personalisation can provide when delivering the right message to the right person at the right time.
Digital Doomsday - Mobile, Email and Social Media Webinar from Signal and You...signalhq
Digital Doomsday: The end of Mobile, Email and Social Media Marketing as you know it
In this informative and instructive webinar, leading agency Young & Rubicam joins us to highlight ways leading brands are achieving better results by marketing across channels.
It is becoming less effective to market within silos, as consumers cross channels to research, browse and buy all manner of products and services. Response, results and ROI all suffer, to say nothing of the redundancies and inefficiencies of using separate systems for multiple channels. The problem is well documented; however, the path forward is less clear. Digital marketers of all stripes will learn practical ways of tapping into the opportunities presented by emerging cross channel marketing solutions.
AI & Data Analytics: 3 Ways They Can Improve Customer Experience And EngagementQuekelsBaro
Analytics, data, and AI have the potential to enrich marketers’ understanding of their customers’ experiences in order to deliver meaningful, relevant experiences in the future.
Joel Book, Principal for Marketing Insights at Salesforce Marketing Cloud, discussed the role of today’s chief marketing officer during his presentation at the 2015 Chief Marketing Officer Leadership Forum: Spring Event in Chicago on March 3. In his presentation, Book noted that today’s CMO is responsible for branding, revenue generation and much more.
CX2016: Transform Retail Customer Engagement Across Every ChannelMaria Humphrey
In today’s connected world, every customer interaction matters. Hear first hand how The Land of Nod is leveraging data science, targeted content and personalized journeys as a vehicle for enhancing customer engagement through both on-line and in-store. Learn how to make the most of every shopper touchpoint to create loyal brand advocates.
CX16 Leading Retailers Optimize The Customer JourneyMaria Humphrey
From acquisition to post-conversion, retail customers have come to expect relevant, individualized promotional content for each step of their shopping journey. Our panel of leading retail brands – Cabela’s, Crocs, and Hallmark Baby – will demonstrate their strategies for personalizing digital marketing content, and how these messages strengthen customer engagement.
We no longer live in a world of batch and blast. No two customers are alike, and it's up to you as marketers to identify who your customers are, how they are engaging with your company, how you can drive further engagement, and how to measure the impact of your communications and messaging. The ExactTarget Marketing Cloud gives you easy access to CRM data across the Salesforce Clouds to create a truly personalized journey for each and every customer—whether you have 100 or 100 million. Learn how to take your ExactTarget Salesforce Integration to the next level, with simple use cases to deliver relevant, dynamic, personalized conversations and develop real relationships with your customers though every step of their customer journey.
Take full advantage of your CRM data and build 1:1 customer relationships with the powerful combination of ExactTarget Marketing Cloud and Salesforce CRM.
Whether it be driving change in civil society or the delivery of quality education, social change requires authentic engagement. 1:1 lifecycle and lead qualification marketing campaigns provide a great framework for building authentic relationships. Two leading innovators will share their real-world experiences and showcase how they’ve achieved phenomenal success.
As an email marketer, you have built a high-performing email program and you want to keep driving improvement. In this session, Salesforce will share tactics for how you can improve the results of your email program to move beyond marketing by utilizing your most valuable resource, first-party data. Raise your email marketing performance by leveraging data, artificial intelligence, and advertising to increase engagement and take your marketing to new heights.
Hilarie Koplow-McAdams, President Commercial SMB Unit for Salesforce, and Michael Lazerow, CMO of Marketing Cloud for Salesforce, made this presentation at the McKinsey Chief Marketing & Sales Officer Forum event in 2012.
Skoll Foundation's Next Generation Grantmaking with SalesforceSalesforce.org
Grant management processes can be complex, and foundations are often challenged by the task of fulfilling their organization’s mission while managing their grant lifecycle efficiently. Hear from the Skoll Foundation, one of the leading foundations supporting social entrepreneurship, on how they manage their philanthropic giving from pipeline and due diligence to approval and budgeting with Salesforce.
This webinar will also include a demo of foundationConnect, a grants management solution built on Salesforce.
Speakers:
Cristina Yoon, Grants Manager, Skoll Foundation
Swati Tyagi, Director, Product Management, roundCorner
Naomi Morenzoni, Director, Philanthropy Outreach & Engagement, Salesforce Foundation
Managing Content at Scale - Nick Spyer, Social.comLinkedIn
Content is king nowadays but once you have a working strategy how easy is it to scale?
Nick Spyer from Social.com joined a host of speakers at TechConnect London 2014 and provided attendees with a unique insight into how to drive their content marketing strategy while maintaining a focused eagle eye approach.
Discover the how-to’s of ‘Getting Started in this hands on Cloud Services workshop. See how to coordinate email marketing efforts with the Marketing Cloud to help new platform users get up, running, and sending 1:1 emails with the Marketing Cloud.
For more information around Cloud Services, visit our website:
http://sforce.co/1ZuutDV
*** Leveraging Data to Build Brand Affinity, Increase Loyalty and Drive Revenue ***
* Get Secrets to Top Performers’ Success in Customer-centric Marketing Strategies *
In this SlideShare presentation, you’ll learn how business leaders in a variety of different industries are leveraging their own data to become a more customer-driven organization.
Learn how they are:
- Using customer analytics to drive marketing strategies
- Improving transactional and emotional loyalty with customized offers
- Increasing revenue via a more targeted marketing approach
- Staying top of mind with customers and prospects alike
Is your company ready to take full advantage of customer data to attract and engage loyal buyers across marketing, sales and service? Take some tips from top performers and model your own data driven marketing efforts to theirs for your own success.
Email Marketing, Connecting the Dots at Dreamforce 2014Michael Helfin
Features:
Sr. Digital Marketing Director, Lydia Colaresi
And CEO of DEG Digital Advertising Agency
They cover engagement through email marketing best practices, growth tactics, and some email basics used by companies like Live Nation, TicketMaster, Levy's and more.
This slide was presented live at Dreamforce 2014 hosted by Salesforce.
Similar to Future Is Now Webinar Series Recap & Strategic Planning for 2015 (20)
In the age of the connected consumer, businesses have a unique opportunity to reach users at every touchpoint during the customer journey. With the growing number of devices that consumers use, it’s more important—and more challenging—than ever to gain a single view of the customer and implement effective, relevant marketing.
Gigya CEO Patrick Salyer, and Chris Schlosser, Vice President of Digital at MLS, discuss how leveraging key demographic, psychographic, and behavioral identity data, paired with an engaging digital experience, can turn anonymous users into loyal, known customers.
Until now, email messages were frozen in time the moment the "send" button was pressed. Now, a new wave of technology enables marketers to adjust messages post-send to best match the personal context of each and every opener - all in real-time.
In this session, LiveClicker Co-Founder and VP, Market Development of RealTime Email will discuss how Celebrity Cruises and AAA has leveraged moment-of-open data to amp relevance and connect with customers in new and powerful ways.
Content is one of the hottest topics in marketing, and while it can be simple once you get started, many companies struggle in the early stages. In this session, join Ann Handley, CC Chapman and Christopher Penn as they map out a process you can follow to generate ideas, understand your customers' journey, the nuts and bolts of content creation and how to get the most reach and value out of your content.
You'll learn:
• What topics to cover
• What to do when the right idea doesn't jump out
• How to maximize the value of each piece of content for multiple audiences and channels
• Best practices for creating content in a busy workday
• How to explain the value of content to internal stakeholders
• How to measure the value of your efforts
Today, social media is changing every business in every industry. Pono Music has become the talk of the music industry by connecting with fans in a whole new way through the Pono Player, Community Cloud and Marketing Cloud. Learn how this combination of technology is creating the perfect storm for changing the music industry by enhancing the listening, buying, and sharing experience.
In this session you'll get best practices in aligning Sales and Marketing teams to drive down costs and increase revenue through a holistic view of your customer’s journey - from demand generation to the final sale and beyond!
Key takeaways:
Increase pipeline through tighter sales and marketing alignment
Execute a winning content marketing strategy
Convert more leads through stronger lead management process
Ever wonder how Salesforce uses the Marketing Cloud? Be sure to attend this session to learn how we use the Marketing Cloud to create 1:1 customer journeys. We'll talk about Salesforce1 Mobile app adoption and on-boarding, best practices for event registration, creating on-site mobile experiences, driving leads with social advertising, identifying and engaging advocates on social channels, and more. And we will take a real-time look at how we used the Marketing Cloud during Connections.
Today’s customers do not differentiate between marketing and service—but they do expect a cohesive, personalized experience every step of the way. Whether they’re receiving an email related to an open issue, using self-service to resolve problems themselves, or contacting support with questions before they make a purchase, every service interaction is a marketing interaction too.
Join us to learn how Desk.com helps fast-growing companies leverage each opportunity to deliver a great experience - and turn customers into evangelists one interaction at a time.
Opens, clicks, even conversions...that’s just not good enough in today’s competitive retail market. Increasing Customer Lifetime Value should be the ultimate goal of any retail marketer. Windsor Circle CEO, Matt Williamson will be joined by a leading retailer to outline the 4 key phases in the journey to increase CLV. Walk away from this session with actionable tactics to create a personalized customer experience to increase revenue.
Are you a B2B marketer that struggles to keep the pipeline fully stocked with a steady flow of high-quality leads? Have no fear! Regardless of your company’s size or industry, you can generate better leads, nurture them through the pipeline, and close deals faster.
Join us to learn how adding marketing automation to your CRM strategy will change the way you do business—and keep your sales funnel forever flowing.
When marketing and sales are working in lockstep, your revenue soars and your business grows. Resident marketing technology expert, James Kenler, has been on both sides of the sales and marketing divide. Learn how James used marketing automation to align the sales and marketing processes at CareerBuilder around a common business goal to ultimately develop a unified sales strategy driving overall revenue and resulting in the creation of new teams and resources.
From helping restaurants grow and run their businesses, to enabling diners to discover and book the perfect table every time they dine, OpenTable’s story is one of connection—among diners, restaurants, and their communities. Through its mobile app and online reservation system, each month Open Table manages an astounding 16 million reservations for 32,000 restaurants—generating over 450,000 customer reviews.
Join us to learn how Scott Jampol, SVP of Marketing, leverages Marketing Cloud to ensure an appetizing experience each and every time. You’ll hear how diner profiles and recommendations enable 1:1 personalization for emails, SMS, and push notifications, and how user generated content empowers social connections.
As brands and advertisers embrace the promise of data integration, nearly every medium has been impacted. From display advertising to print to even TV, brands and advertisers are exploring how emerging data and targeting tools can be leveraged most effectively in order to authentically connect to consumers. Site visits, email click-throughs and social media activity are a treasure-trove of detailed first-party data that help identify the interests and behaviors of a brand’s consumers. These insights can be used to target Native Advertising and personalized content delivery.
Join Kraft, LiveIntent, MXM and Salesforce to discuss their first-ever native advertising in email campaign and how Kraft is using the Marketing Cloud to personalize email messaging using first-party data.
When marketing and sales are working in lockstep, your revenue soars and your business grows. Resident marketing technology expert, James Kenler, has been on both sides of the sales and marketing divide. Learn how James used marketing automation to align the sales and marketing processes at CareerBuilder around a common business goal to ultimately develop a unified sales strategy driving overall revenue and resulting in the creation of new teams and resources.
At the end of the day, it doesn’t matter if a customer is talking with your sales, customer service, or marketing teams around the globe - you need to deliver a consistent experience for that customer. How do retailers maintain their brand voice through periods of rapid growth? How do you ensure you have a consistent tone for customers across your social channels as well as the rest of your digital channels? ALEX AND ANI and Elizabeth Arden will detail their strategies for delivering an experience on social media that leaves their customers feeling beautiful and coming back for more.
Customer communication of all types - marketing, support, and transactional - is essential for keeping audiences engaged with your brand. What happens when different product lines communicate differently? You create customer confusion and email apathy.
Join the Intuit Buy Experience team as they discuss how they doubled engagement rates by aligning branding strategies and revamping their 1:1 customer lifecycle communications.
Powerful, engaging apps have revolutionized the way we manage our personal lives. But why doesn’t every company have equally powerful apps to engage their customers and help run their business? If you could design a custom app to modernize the way you work or engage with customers, what would you build?
Join us to learn more about how the Salesforce1 Platform makes it easier than ever to build beautiful engaging apps for your customers and powerful, intuitive apps for your employees. We will cover what the Salesforce1 Platform is, what it does, and how marketers can use it to rapidly develop connected apps for desktop and mobile. Customer speakers from EducationDynamics and UMassOnline will join us to share their story of building and running their app, GlassPanel™, on Salesforce.
Salesforce and Facebook come together and unveil our amazing customer success of how some of the most innovative brands in the world like Angie's List, use Facebook to drive amazing results like:
• Finding new customers that look just like their best ones
• Increase the amount spent by the existing customers with every purchase
• Find and re-engage past customers with targeted advertising who no longer respond to emails
Blending Service & Marketing: HP Social Customer Care Increases Customer LoyaltySalesforce Marketing Cloud
Social media is blurring the line between customer service and marketing. While your marketing team may have created your Facebook page or Twitter handle to have a brand voice, customers see it as an opportunity to get help, and they are coming in increasing numbers.
Every month, HP listens to 100,000 interactions from customers looking for help on more than 100 social media network sites across 95 countries. Every one of those interactions gives HP a chance to strengthen its brand, solve problems, increase customer loyalty and create advocates who share their experiences.
Join this session to learn how HP integrates social data into its CRM system to empower support agents and how they are blending service and marketing interactions.
You Talkin' to Me? How Redbox Personalizes its Emails to 40 Million SubscribersSalesforce Marketing Cloud
Every email marketer wants to deliver unique, personalized experiences to their audience. To do it right, it takes time, the right resources and a customer-first mindset. In this session, you'll hear how Redbox has implemented a series of automated, personalized messages to drive a 1:1 customer experience.
You Talkin' to Me? How Redbox Personalizes its Emails to 40 Million Subscribers
Future Is Now Webinar Series Recap & Strategic Planning for 2015
1. The Future is NOW!
How Smart Brands are Using the Salesforce Marketing
Cloud to Acquire, Onboard, Serve and Retain
Customers
Joel Book
Principal, Marketing Insights
Salesforce Marketing Cloud
@joelbook
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.
4. The B2C Buying Process has Changed!
Buying Cycle
Sales Cycle
First Visit Hand-Raise Purchase
• Online Research
• Exploring Brands and Products
• Narrowing of Options
• Making the decision
• Justifying Decision
• Ordering
Online Research
“Before ever entering a store,
62% of shoppers already know
what they want to buy through
prior online research.”
Bazaarvoice: "Social Trends Report 2013"
5. The B2B Buying Process has Changed!
Buying Cycle
Sales Cycle
Online Research
“70% of the B2B buying cycle
is complete before the buyer
engages with Sales”
Source: Sirius Decisions
First Visit Hand-Raise Purchase
• Online Research
• Making the decision
• Exploring Brands and Products
• Justifying Decision
• Narrowing of Options
• Ordering
6. The average
consumer consults
10.2 sources of
information before
making a purchase.
{In 2010, it was 5.3}
Source: Google – “Zero Moment of Truth”, 2012
7. of all
shoppers use
the Internet to
research and
purchase
products and
services
Source: Cisco Internet Business Solutions Group
"Catch and Keep Digital Shoppers" 2013
8. By 2018, 58% of the US
population will access
the Internet via a
connected TV.
Source: eMarketer, June 2014
9. of
consumers rely
on social
networks to
guide their
purchase
decision.
Source: SproutSocial, 2014
10. Consumers are Mobile First
73% of US
mobile phone
users are
smartphone
owners.
Source: comScore MobileLens, October 2014
11. of
consumers use
their mobile
phone to
research
products in
store.
Source: Cisco Internet Business Solutions Group study:
"Catch and Keep Digital Shoppers“ January 2013
12.
13. The
1
Connected
Consumer
More Informed.
More Empowered.
More Demanding.
15. Brands Must Deliver Relevant Content through Every
Channel at Every Stage of the Customer Life Cycle
The Customer Life Cycle
Business Getting Business Keeping
16. The Good News
78% of consumers are
more likely to be a repeat
customer if a brand
provides them
personalized offers.
Source: Infosys
17. The Bad News
54% of consumers
would consider ending
their relationship with a
brand if they are not
given tailor-made,
relevant content & offers.
Source: CMO Council
18. Channels Applications
Email Email Marketing
Retail Store
Website
Print Advertising
+
Broadcast
Mobile
Social Media
Dealer/Agent
Mobile Messaging
CRM
E-Commerce
Call Center
Billing
Service
Warranty
Customer Data
Email Address
Physical Address
Customer
Demographics
Product Needs,
Interests, Preferences
Product /Service
Purchase History
Event Attendance
History
Analytics and
Engagement Score
Campaign
Response History
Data is
The Money Ball
of 1:1 Marketing
Explicit Data (Reported) + Implicit Data (Observed)
2
19. “Data-driven companies
are 5% more productive
and 6% more profitable”
Source: Gartner, Inc., “Forecast Analysis: Enterprise Application Software, Worldwide, 1Q14 Update”, April 29, 2014
20. Brands Must Have a Multi-Channel Strategy for Observing,
Acquiring and Storing Customer Behavioral Data
Melissa Smith Email: msmith@gmail.com
Age 32 Twitter: @MelissaSmith01
Chicago, IL Facebook Friend & Email Subscriber
21. Twitter Interaction
Triggered by
Published
Content
Email Signup
via Facebook
Welcome Email /
Request for
Needs & Interests
Site Browsing &
Guided Exposure
to Content
Email 1
Triggering
Mobile App
Download
Email 2 & Invitation
for Mobile Push
Sign up
Progressive Profiling Enables Brands to
Learn about the Customer’s Interests and
Predict what Offers, Information and
Service are Relevant and Timely
Progressive Profiling
Melissa Smith
Personal Profile
Data
Postal Address
Email:
MSmith@gmail.com
Twitter:
@MelissaSmith01
Preferred Retailer
Birth year
Mobile Phone
Number
Browsing Behavior
Product Interests
Promotion
Participation
Mobile App
Downloaded
Requested Push
Notifications
Customer Service
History
Product Purchase
History
22. Personalized Content Drives Higher Conversion
When customer data is used to
predict and deliver
relevant content,
Conversion Rates
increase 6 – 9%!
Source: 2014 Salesforce Marketing Cloud
Benchmark Report
Email
Mobile
Online
24. 3
Source: McKinsey & Company
1
The buyer considers an initial
set of brands, based on brand
perceptions and exposure to
recent touch points.
2
The buyer adds or
subtracts brands as he
evaluates what he wants.
Ultimately, the buyer
selects a brand at the
moment of purchase.
4
After purchasing a product or
service, the buyer builds
expectations based on experience to
inform the next decision journey.
The Customer
Decision Journey
25. Customer Journeys span all stages of the Customer
Experience, from buying the product to actually using it
Source: McKinsey & Company, 2013
26. Automating and Optimizing Customer
Journeys Produces Impressive Results
Increases revenue by
up to 15%
Improves customer
satisfaction 20%
Lowers the cost to
serve by up to 20%
Source: McKinsey & Company, 2013
27.
28. 1:1 Digital Marketing
Best Practices for Building Profitable
Customer Relationships
Acquire Onboard Engage Retain
29. 1:1 Digital Marketing
Best Practices for Building Profitable
Customer Relationships
Acquire Onboard Engage
Retain
34. Academy Sports is adding 15K+
email subscribers per week
($450K value/wk)
35. Pei Wei Uses In-Store Signage to
Promote Special Offers and
Acquire New Email Subscribers
36. Pei Wei uses in-store
signage to
invite guests to
text and receive a
buy-one, get-one
free coupon
each time a new
entrée is
introduced.
37. Bar-Coded Email
Coupons Drive
Consumers to Stores
Campaign Results:
• In two weeks, Pei Wei
generated 18,000 new
email subscribers!
• Produced coupon
redemption rates of 20%!
38.
39. 1:1 Digital Marketing
Best Practices for Building Profitable
Customer Relationships
Acquire Onboard Engage
Retain
40.
41. Engaging New Customers in the First 3 Months is Critical
One-third of customers who defect to another brand do so after
encountering a situation in the early stage of the customer life cycle.
Source: Live / Work Intelligence: “The Critical First 3 Months of Being a Customer” September 2014
42. Email is #1 for Onboarding
The Customer Life Cycle
Business Getting Business Keeping
No Single Channel is More Effective than
Email for Welcoming New Customers
43.
44. Mint.com onboards new users
with a series of four emails.
Why this Works:
Set expectations for new
Mint.com users. Reinforces
value of using Mint.com
Effectively introduces newly
registered users to the Mint.com
site and the services it provides
Provides five clear steps on how
to proceed
46. 1:1 Digital Marketing
Best Practices for Building Profitable
Customer Relationships
Acquire Onboard Engage
Retain
47. of B2C marketing
professionals rank
eNewsletters Most
Effective.
2015 Content Marketing Trends – North America
Content Marketing Institute / MarketingProfs
48. Email is the Backbone of
Dreamfields Growth and Success
In 7 years, Dreamfields has . . .
- Grown its consumer email
subscriber base to 614,000+
- Grown its healthcare professionals
email subscriber base to 48,000+
- Increased sales 7X from 3M
pounds/year to 22M pounds/year
Dreamfields is a client of
HyperDrive Interactive
50. Dreamfields’ “Brand Fans” are
its Best Marketers!
Each year, Dreamfields
“brand fans” invite
130,000+ friends to try
Dreamfields
That’s 130,000+ trial
coupons in the hands of
potential customers
These coupons have a
30% Redemption Rate!!
51.
52. "At RBC, the future is digital.
When you combine the passion
of our 80,000 employees with
the strength of our digital
channels, that is what will
make us win in the future."
Mark Atkinson
Vice President, Digital Marketing & Sales
Royal Bank of Canada
53. RBC is Using Mobile to Improve the Quality
and Timeliness of Customer Service
RBC Email Alert
RBC Text Alert
54. RBC customers set up
email alerts, text alerts,
and push notifications.
55. 1:1 Digital Marketing
Best Practices for Building Profitable
Customer Relationships
Acquire Onboard Serve Retain
56. Beyond The Rack is a Leading
eCommerce Flash Sale Retailer
• Members-only access
• Unique sales every day (9am & 5pm)
• Limited Time (48 to 72 hours)
• Limited Inventory
• Deep Discounts (up to 85% off retail)
57. of online
shoppers are willing
personal preferences to
receive more relevant
email.
Source: Harris Interactive, 2014
58. Email is Responsible for Driving
66% of Revenues for Beyond The Rack
BTR sends over 2.5 million unique
email versions daily!
Personalization attributes include:
• Individual shopping behaviour
• What brands the shopper prefers
• What products the shopper likes
• What offers they don’t respond to
Personalization of email content
delivers a 12-18% revenue lift!
59. of Beyond
The Rack Emails
are Opened on a
Mobile Device!
60. Beyond The Rack uses MobilePush to
send daily push notifications to
members notifying them of the special
sales for the day.
Results
• 60% of Beyond The Rack mobile app
downloaders have opted-in to receive push
notifications.
• 75% of Beyond The Rack mobile app
downloaders have signed into their account in
the mobile app, allowing Beyond The Rack to
learn more about individual customer
preferences.
62. Lifecycle (Winback) Marketing Campaigns are
triggered by member purchase behavior. These
campaigns are the best performing of all email
campaigns for The Honest Company.
Metric Lifecycle Average Overall Average
Opens 39% 17%
Clicks 5% 3%
Conversions* 6x Overall Average
*Any click that ends up on the Order Confirmation page is considered a conversion
CONFIDENTIAL 62
Lifecycle Marketing Campaigns
63. Lifecycle Marketing Campaigns – Lapsed Shoppers
Day 75 since last purchase Day 89 since last purchase
34% Open Rate
5% CTR
12/4/2014 CONFIDENTIAL 63
64. Lifecycle Marketing Campaigns – Canceled Members
7 Days After Trial Cancel 14 Days After Trial Cancel
31% Open Rate
5% CTR
12/4/2014 CONFIDENTIAL 64
65. Lifecycle Marketing Campaigns – Cart Abandoned
Email #1
Sent 1 day after cart abandon
Email #2
Sent 3 days after abandon if no
purchase since Email #1
36% Open Rate
3% CTR
12/4/2014 CONFIDENTIAL 65
66. Triggered Abandoned Cart Emails
Capture Sales that Would Otherwise Be Lost
of online shoppers DO NOT
complete purchase after placing item(s)
in their shopping cart.
Source: SeeWhy, 2014
of all abandoned cart emails are
opened.
of clicks lead to purchases back
on site.
Source: SaleCycle, 2014
67.
68. The New Email Marketing Paradigm
Understand the needs, interests and
behavior of individual customers and
use this insight to predict and deliver
personalized content that aids the
acquisition, onboarding, serving and
retention of customers.
69. The New Email Marketing Paradigm
Understand the needs, interests and
behavior of individual customers and
use this insight to predict and deliver
personalized content that aids the
acquisition, onboarding, serving and
retention of customers.
70. The New Email Marketing Paradigm
Understand the needs, interests and
behavior of individual customers and
use this insight to predict and deliver
personalized content that aids the
acquisition, onboarding, serving and
retention of customers.
71. Power the
Customer Journey
Text “JOURNEY” to 56237
Tips | Strategies | Trends
*Msg&Data Rates Apply. Get 1msg/week. HELP for help. STOP
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72. Joel Book
Principal, Marketing Insights
Salesforce Marketing Cloud
jbook@ExactTarget.com
@JoelBook
Thanks!
www.linkedin.com/in/joelbook/