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Marketing Cloud - Partner Office Hour (August 4, 2015)

This document discusses Marketing Cloud Connector, which provides an integration between Salesforce Marketing Cloud and Salesforce Sales Cloud/Service Cloud. It allows for: - Synchronizing data between the clouds for a single customer view - Enabling sales and service teams to leverage marketing automation capabilities - Building seamless customer journeys across marketing, sales, and service through features like dynamic email previews and Salesforce-triggered emails The presentation outlines the connector's current capabilities and roadmap, including simplified configuration, use of the Salesforce connected app, and enabling journeys with sales/service activities. The goal is to break down data and system silos for more unified, relevant 1:1 customer experiences.

Technology◦
Marketing Cloud Connector Partner Enablement Karalee Slayton- Principal Product Marketing Manager Marketing Cloud Integrations & Journey Builder kslayton@salesforce.com Twitter: @Cablemaven
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.
Connected Customers Community Product Mktg. App Online Events Sales Retail Care Customers Expect Unified & Relevant 1:1 Experiences
The Lines are Blurring ​ Between Marketing, Sales & Service
Connecting the Clouds
Marketing Cloud Integration Points Email Social Studio Social Customer Care MobileConnect (SMS) Pilot Pilot Journey Builder Pilot Pilot Predictive Intelligence BETA Social Lead Gen BETA Marketing Cloud Connector
A Decade of Integration 2,500+ Integrated clients since 2005 April 2014 New integration version for all clients 2005 2007 2011 20152009 2013
Sales Use Case
Mary Marketer ​  Logs into MC and check status of ongoing work ​  Create new invitation email from template with landing page ​  A/B test ​  Inbox Preview ​  Approvals Process ​  Reporting insight Marketing & Sales Freddie Field/Sam Sales • Logs into SFDC and check status of ongoing work • Initiate email send from pre approved marketing emails • Schedule the send • Reporting insight
Mary Marketer Key Challenges: •  Lack of time given volumes of messages and tasks •  Tight on resources and skillsets (strategy, design, technical deployment) •  Usability and speed of current application •  Limited to no visibility into performance
Mary Marketer Focused on: •  Track the unknown to known individual •  Log in and check status of ongoing work •  View Contact model and Preference center •  Build email campaign-’CertainTeed Event Campaign’ today •  Identify ‘the who’- the person(s) – Audience •  Identify ‘the what’ – the email & landing content •  Preview the look and feel in design stage/inbox preview •  Set up a quick A/B test •  QA the work & schedule ‘the when’ •  Triggers & Journeys •  Reporting insight
Freddie Field Key Challenges: •  Interacts with prospects/customer while on the go •  Limited & fragmented to no visibility into various communications this lead / customer has received to date •  Tight on resources and skillsets •  Usability of current manual process
Freddie Field Focused on: •  Log in and check status of ongoing work •  View Contact record and see full history of engagement •  Access Marketing Cloud Tab •  Identify ‘the who’- the person(s) – report and/or campaign •  Identify ‘the what’ – the email content •  Set up a quick A/B test •  QA the work & schedule ‘the when’ •  Reporting insights
•  Leverage a single view of the contact/lead across sales, marketing, and service •  Build a seamless bi-directional experience between sales and marketing •  Work together where it matters most to ensure consistent branding, messaging, and ultimately extend customer engagement •  Leverage role based visibility into the success of your campaigns and insight into emerging trends With Marketing Cloud Connector you can…
•  Direct access to Salesforce segmentation data •  And the ability to have easy access to all that Salesforce CRM data in the Marketing Cloud •  Simplify data management, and build a single view of the customer •  Enable the Sales team to be their own mini marketing departments •  Ensure consistent branding and messaging across the sales team to create more relevant, data-driven messages Marketing Cloud + Sales Cloud Breaking down the silos to build and manage 1:1 customer journeys
Marketing Cloud Connector Features Basic overview of the features available with the Connector today
How Does it Work? Lead or Contact Campaign or Report Marketing Cloud Email Internet Service Provider (ISP) Subscriber Takes Action (Open, Click, Bounce, Forward to Friends, Marketing Cloudc.) Engagement Data Added Directly to Salesforce (Open, Click, Bounce, Forward to Friends, Marketing Cloudc.)
A Seamless Experience •  Drive targeted and relevant messages using Salesforce as your CRM system of record •  Simple data connection model •  Complete view in Salesforce •  Simplify Data Management •  Drive targeted and relevant messages •  Bridge the gap between, Sales, Service and Marketing
Capabilities Today Send & Preview MC Emails Run A/B Tests Leverage Email Analytics Segment Data Marketing Automation
•  Automatically import your Salesforce data into a Salesforce Data Extension in the Marketing Cloud, segment that data in Marketing Cloud, send from the Marketing Cloud and have tracking information sent back to those Salesforce Contacts and Leads. •  Great convenience for customers who work primarily in the Marketing Cloud but collaborate across the clouds. Salesforce Data Extension
Send messages at the right time: •  Salesforce users will be able to quickly automated email messages •  Trigger based on actions and field changes that occur in Salesforce Contact or Lead Record ​  Possible Use Cases •  New Customer Welcome •  New purchase confirmation / thank you •  Generate an internal notification based on a Lead or Customer record change •  Send more targeted, relevant emails based on Contact or Lead interactions Salesforce Triggered Emails
•  Generate an email preview when defining your email send •  Select from Static (with AMPScript) or Dynamic preview (fully rendered) •  Select a contact or lead to preview in the email Dynamic Send Preview
Roadmap: The Packaged Integration
Simplified Configuration Process Guided first time user experience Automated configuration steps to reduce manual effort Streamlined documentation
Salesforce Connected App ​ Trusted App Exchange Package •  Seamless log-on and password update experiences •  Leveraged to raise API limits
•  Create or update Leads and Contacts •  Message account owners based on journey activity of their customers •  Create tasks and events for follow through A marketer can utilize journey interactions to trigger specific Salesforce Activities: •  Lead •  Contact •  Account •  Task •  Case •  Add Member to Campaign •  Custom Objects Journey Builder ​ Sales & Service Activities PILOT
Native Journeys with Sales and Service Clouds Sales & Service Events in Journey Builder Sales & Service Activities in Journey Builder
•  First ever integration of Mobile Connect and Salesforce. •  Send SMS messages to leads, contacts or segment with reports and campaigns. •  Looking for Pilot customers now ​  Needs to have Integration v5 ​  Needs to have Mobile Connect Mobile Sending (SMS) PILOT
Marketing Cloud Connector – Multi-Org Salesforce Org A Enterprise 2.0 Business Unit 1 Salesforce Org B Salesforce Org C Business Unit 2 ​ Liberate the Business Unit!
Where we are headed
Every Channel 1-to-1 emails, SMS/MMS, Push-Notifications, Social Media, Advertisements and Website content Smarter Campaigns Predictive and personalized content and product recommendations Everywhere Your Customers Are Mobile, Desktop, Apple Watch, Car, Kiosk, In-Store Display or any connected device Introducing: Marketing Cloud Connect (GA in October) ​ Build 1-to-1 Customer Journeys for Sales, Service, Marketing, Community, Analytics, Apps and IoT MARKETING CLOUDWHY MARKETERS COME TO DREAMFORCE
Click Facebook Ad Newsletter Sign-up Personalized Content Email Mobile Opt-inDownload App Contact Customer Support Evangelize on Facebook Support Issue Resolved First Purchase Customers are on a journey with brands MARKETING CLOUDWHY MARKETERS CARE
One platform to manage the customer journey MARKETING CLOUDWHY MARKETERS CARE
​ Marketing, sales & service collaboration to improve customer experience ​ 360 degree view from sales to onboarding to customer service ​ Personalized emails based on behavior & interests ​ Increases in productivity & customer satisfaction 1-to-1 Customer Journeys at Fleetcor MARKETING CLOUDNEXT GEN JOURNEY BUILDER
“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
Synchronize Any Sales & Service Cloud Data Select the Salesforce data you want to sync to the Marketing Cloud Ongoing, real-time synchronization keeps the Marketing Cloud up to date Use any Marketing Cloud application or tool in with your Salesforce Data
Disconnected experience equals dissatisfaction Seamless experiences that drive satisfaction Onboard & Support with 1 to 1 journeys Customer Success MARKETING CLOUDNEXT GEN JOURNEY BUILDER
• Easy access to data to drive more relevant messages • Easy access to Marketing Cloud technologies from within Salesforce Sales & Service Clouds • Bridge the gap between marketing and sales and Service • Branding standards and consistency across the entire organization • Marketing’s opportunity to show ROI Why Clients Want the Integration
Common Questions 1 Do you support Custom Objects? YES if you’re using them for segmentation YES if you’re using them for personalization NOT YET if you’re sending to them as a Person & require tracking 2 Do I need MC User Licenses? YES if the user wants to send emails NO if the user wants to view tracking data Don’t forget to leverage scope by user 3 Why am I running into API issues? The Marketing Cloud Connector uses API calls during many processes which contribute to their API limit. Reach out to Core to see if a limit-raise is possible. Becoming a Connected App is on our roadmap, and will allow us to raise limits. 4 Why are my sends failing? Do your reports have a ContactID or LeadID populated? All reports must have one of these fields. 5 Why are emails getting sent to old/ wrong email address? Updates to email address in Salesforce do not automatically update the email address in MC’s All Subscribers. Using the EMAIL_DATA_SOURCE Business Rule is the current solution, but a more permanent solution is on our roadmap.
Thank you