Marketing cloud bdm days apac
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The document discusses the capabilities of Salesforce Marketing Cloud and how it allows companies to better understand their customers through data integration and personalized marketing campaigns across channels. It provides an example of how a company called Northern Trail Outfitters uses Marketing Cloud to transform a generic website visitor into a known customer by tracking her online and offline interactions to deliver a personalized experience from her first click to purchase and advocacy. The document emphasizes how Marketing Cloud gives companies a single view of the customer and allows them to create individualized journeys at scale.
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Marketing cloud bdm days apac
- 1. The Dawn of the Digital Marketer Welcome to a new era of marketing Brian Brames and Vlad Silak Marketing Cloud Alliances
- 2. Session Objectives • Understand the capabilities Salesforce Marketing Cloud can provide • Articulate the value and differentiators • Identify accounts which are ready for Marketing Cloud opportunities By the end of this session, you will be able to…
- 3. Click Facebook Ad Newsletter Sign-up Personalized Content Email Mobile Opt-inDownload App Contact Customer Support Evangelize on Facebook Support Issue Resolved First Purchase Every Customer Is on Their Own Unique Journey Grouping, segmenting, and stereotyping is no longer enough
- 4. Become a Customer Company Connect with your customers in a whole new way Run your business from your phone Create 1-to-1 customer journeys Get smarter about your customers FOR MARKETERS THE CUSTOMER SUCCESS PLATFORM
- 5. Connect with your customers in a whole new way Run your business from your phone Create 1-to-1 customer journeys Get smarter about your customers
- 6. Marketing Cloud: #1 Marketing Application Unify Data Personalize Journey Engage Cross-Channel Analyze Everything Create 1-to-1 customer journeys
- 7. Personal Recommendations Personal Expertise Personal Service n et fli x Anonymous Consumer Transactions Identifiable Customer Journeys How can you create 1:1 Customer Journeys…
- 8. “We need to better serve our current customers, and increase our share of wallet.” better serve our current customers First Purchase Repeat Purchaser Loyal Customer Anonymous Browser Known User
- 9. Meet Susan 43 year-old, mother of three Outdoor enthusiast Planning hiking trip
- 10. Susan Explores Northern Trail Outfitter’s Website Anonymous32485 GENDER: Female ENTRY: Search INTERESTS: Camping & Hiking PRODUCTS: Footwear
- 11. She Creates an Account through Facebook Anonymous32485 GENDER: Female ENTRY: Search INTERESTS: Camping & Hiking PRODUCTS: Footwear Susan Marshall GENDER: Female ENTRY: Search INTERESTS: Camping & Hiking PRODUCTS: Footwear EMAIL: smarshall@gmail.com LOCATION: Indianapolis
- 12. Susan Receives Her First Personalized Message Susan Marshall GENDER: Female ENTRY: Search INTERESTS: Camping & Hiking PRODUCTS: Footwear EMAIL: smarshall@gmail.com LOCATION: Indianapolis JOURNEYS: Welcome
- 13. She Receives Targeted Offers through the Mobile App Susan Marshall GENDER: Female ENTRY: Search INTERESTS: Camping & Hiking PRODUCTS: Footwear EMAIL: smarshall@gmail.com LOCATION: Indianapolis JOURNEYS: Welcome MOBILE: App Installed
- 14. Susan’s In-Store Experience is Enhanced with Mobile Susan Marshall GENDER: Female ENTRY: Search INTERESTS: Camping & Hiking PRODUCTS: Footwear EMAIL: smarshall@gmail.com LOCATION: Indianapolis JOURNEYS: Welcome, Location MOBILE: App Installed
- 15. She Receives a Receipt with Personalized Content Susan Marshall GENDER: Female ENTRY: Search INTERESTS: Camping & Hiking PRODUCTS: Footwear EMAIL: smarshall@gmail.com LOCATION: Indianapolis JOURNEYS: Welcome, Location, 1st Purchase MOBILE: App Installed
- 16. Susan Posts to Facebook about Her Great Experience Susan Marshall GENDER: Female ENTRY: Search INTERESTS: Camping & Hiking PRODUCTS: Footwear EMAIL: smarshall@gmail.com LOCATION: Indianapolis JOURNEYS: Welcome, Location, 1st Purchase, Advocate MOBILE: App Installed
- 17. Susan’s 1:1 Customer Journey
- 18. What Can Northern Trail Outfitters Do Next? • Create individual interactions, at scale, with millions of customers • Communicate through multiple channels • Leverage data and insights, optimizing interactions • Measure performance across the entire customer journey Susan Marshall GENDER: Female ENTRY: Search INTERESTS: Camping & Hiking PRODUCTS: Footwear EMAIL: smarshall@gmail.com LOCATION: Indianapolis JOURNEYS: Welcome, Location, 1st Purchase, Advocate MOBILE: App Installed
- 19. Powering Success in Every Industry Technology Financial Services & Insurance 252B events in a month 100TB stored by a single customer 32B messages sent in a month 99.96% product uptime Travel & Hospitality Internet & eCommerce ™ Retail/CPG Communications & Media
- 20. “Salesforce positions us to offer new and expanded services to our clients.” Michael Adamson, CEO at Anne Street Partners Anne Street Partners Enhances Effective Communication Strategy Captures better consumer data and leverages Sales Cloud data to target consumers with highly relevant information Increases transparency over the customer database, for single view of the customer Cut list creation process by 50%, increased open rates by 30%, and increased click through rates by 50% with help from Marketing Cloud
- 21. “I want one system able to support the sales process all the way through. Salesforce is mobile friendly – it’s the perfect tool.” Tony Blamey, Chief Commercial Officer at Domain Group Domain Group modernizes open-for-inspection process with Homepass Sales Cloud, already driving Domain’s sales operations, stepped up for the Homepass activations project, delivering dashboards and daily performance metrics to keep it on track. Marketing Cloud let Domain communicate the Homepass offer to agents and nurture them to activation – super fast. Integrating AppExchange apps like Conga and DocuSign drove a multi-step agent onboarding process right down to two clicks
- 22. Apps Connected Apps Connected Products Content Asset Management Workflow & Approvals Versioning Channels Email SMS/MMS Push Notifications Social Advertising Web Experiences Group Messaging Journeys Maps Interactions Metrics Analytics Reporting Dashboards Web & Mobile Analytics Contacts Contact Management Segmentation Tools Events and Triggers Predictive Intelligence What additional value can your clients bring to customers?
- 23. Journey Builder Plan, Personalize, and Optimize Every Interaction Leverage cross-channel touches to drive business goals Use real-time data to inform new versions and optimize performance
- 24. Contact Builder Harness the Power of Your Customer Data • Build single view of your customer • Manage complex data models • Make your data actionable
- 25. Sales / Service Cloud Integration Leverage Your CRM Data to Better Target Customers • Simple data connection model • Complete view in Sales Cloud • Highly personalized communications
- 26. Predictive Intelligence Automatically Optimizes the Customer Journey • Capture customer behavior • Predict and automate marketing decisions • Create personalized experiences
- 27. Email The Cornerstone to Great Digital Marketing • Easy-to-use content, dynamic personalization, and testing tools • Fast, highly scalable platform • Distributed and franchise models • ISP reputation management, delivery tools, and mobile preview
- 28. MobileConnect Send Timely, Targeted Mobile Offers • Send mobile-friendly emails • SMS and MMS messages • Pinpoint your audience • Automate sending • Track mobile campaigns
- 29. MobilePush / Group Messaging Manage Messaging across Mobile Devices and Apps • Send location-based push messages • Personalize and Target exact audiences • Automate app alerts • Leverage geo-fence and beacons • Extend your conversations with apps like Line and WeChat
- 30. Social Studio Listen, Analyze, Marketing, and Engage Across the Customer Success Platform • Run social campaigns, engage with customers, and use social insights to drive marketing decisions • Surprise and delight your customers with social customer care • Find and connect to new customers faster with social lead generation
- 31. Advertising Buy and Optimize Social Media at Scale Self-service across Twitter and Facebook Easy-to-use advertising creation tools Reporting and analytics across multiple metrics Define audiences based on high value customers Target users for acquisition campaigns No limits on data storage Any source data, from anywhere Interactive, visual data modeling
- 32. Performing at a Massive Global Scale 300K Automations daily 1.6B Emails sent in a day 400M SMS Messages sent 1B+ Transactions a Day 99.96% 2014 Data Center Uptime 32B+ Emails sent in a month 22M Daily Triggered Sends 21B Rows added Daily 3.1B API Calls a month 102Tb Largest single database & 25 over 10TB 60M Journey transactions a Day 26Pb Row Storage under management
- 33. The Marketing Technology Landscape is Messy
- 35. Thank Y u
- 36. Appendix • 2015 State of Marketing: http://www.salesforce.com/marketing-cloud/resources/reports-and-whitepapers/ • Editions and Comparisons: http://www.salesforce.com/marketing-cloud/pricing/email-mobile-web-marketing/ • Customer Success Stories: http://www.salesforce.com/marketing-cloud/customer-stories/
Editor's Notes
- PLEASE NOTE: Managing Partner: System Partners Industry: Financial Services, Wealth Management Segment: Mid-Market ABOUT Anne Street Partners (ASP) is a leading wealth management company that provides tailored financial advice and financial plans across Australia— offering products like: home loan brokerage, insurance brokerage, property sales, and more. PRODUCTS IN USE Email Studio Sales Cloud Marketing Cloud Service Cloud Service Cloud Console INTEGRATIONS: Redmap document management CHALLENGES Overcome inherent complexity in disjointed marketing process that was too complex for internal users, too complex to ensure data integrity and produced poor content targeting for end users Wanted to: Simplify email marketing processes and time to market Improve audience segmentation Increase content relevance to target audience Increase audience engagement SOLUTIONS Closer integration between the clouds prove by example that simplicity is at the heart of the Salesforce Cloud Integrating Salesforce Sales Cloud and Salesforce Marketing Cloud to simplify list management, improve segmentation and better manage audience preferences in sync with customer service and the sales organization Though employing the integrated connector and simplifying the send management process and email preference set-up, they had a simple solution that reduced the steps in the process, simplified list management, simplified preference management and improved customer content relevancy by improving the tools available inherent in the combined two Salesforce solutions. RESULTS By completing the Salesforce to Marketing Cloud integration, Anne Street Partners managed to simplify the process of creating and finalizing subscriber list by cutting the number of process steps by 50% Anne Street Partners linked the CRM content and interest preferences to the email marketing preferences to ensure content relevance is always up-to-date Increased open rates by 30% Increased click through rates by 50%
- Industry: Professional Services Segment: Enterprise NOTE: this is a cross-cloud implementation Challenge Domain Group, one of Australia’s leading multi-platform property destinations, wanted to make the home buying experience friction free and emotionally positive It wanted to modernise the open-for-inspection process with Homepass, a mobile app delivering deeper insights into consumers and market demand Being first to market with a homebuyers’ app for property agents was a race Domain wanted to win With only weeks to plan for a launch Domain needed a fast activation process for maximum market penetration Solution Sales Cloud, already driving Domain’s sales operations, stepped up for the Homepass activations project, delivering dashboards and daily performance metrics to keep it on track Marketing Cloud let Domain communicate the Homepass offer to agents and nuture them to activation – super fast Chatter held the project together internally acting as a portal for sharing updates – and wins! Service Cloud brought call centre agents in, delivering another support channel to agents during activation Integrating AppExchange apps like Conga and DocuSign drove a multi-step agent onboarding process right down to two clicks Results Salesforce is helping Domain Group transform the open-for-inspection process through connected agents and mobile apps The two-click activation process in Salesforce helped Domain Group achieve significant market penetration in just two months Now when homebuyers approach a property, agents already know them, their preferences and viewing history, and are ready to deliver a truly personalised experience Quotes: “I want one system able to support the sales process all the way through. Salesforce is mobile friendly – it’s the perfect tool.” - Tony Blamey, Chief Commercial Officer at Domain Group.
- 2011 august…150
- March 2016….3800+.