The Journey is the Reward

1. The Journey Is the Reward
Marketing Excellence Event, Hamburg
​Bernd Wagner
​RVP EMEA Central, Marketing Cloud
​bernd.wagner@salesforce.com
​@BerndDWagner
​

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. Cloud Computing Driver, Catalyst & Evangelist
Our Mission
Mainframe Client/Server
Today1960s 1980s
Enterprise
Cloud Computing
No Hardware/Software
Subscription Model
Automatic Upgrades
Constant Innovation

4. World’s #1 CRM company
World’s most admired software company
World’s most innovative company
Celebrating 15 Years of
Customer Success
4TH YEAR IN A ROW!2011 • 2012 • 2013 • 2014
#1 most admired
in software
#7 best company
to work for
Marketing Cloud

5. Connect with Your Customers
in a Whole New Way
SNA
Terminal
Mainframe LAN / WAN
Client
Server
LAN / WAN
Client
Server
Thousands customer
interactions
connected
thingsBillions Trillions
LTE
Mobile
Cloud
Millions

6. Click
Facebook Ad
Newsletter Sign-up
Personalized
Content Email
Mobile Opt-inDownload App
Contact Customer
Support
Evangelize on
Facebook
Support Issue
Resolved
First Purchase
Across the Entire Customer Journey

7. *Transforming Customer Experience: From Moments to Journeys, 2013
Journeys are strongly
correlated with business outcomes.
+36%
Customer
satisfaction
+19%
Likely to
stay/renew
+28%
Willingness to
recommend
+33%
Less likely to
cancel/churn

8. Behind Every Thing Is a Customer
Become a Customer Company
Sales
Service
Marketing
CommunityApps
Analytics

9. Thinking in Experiences
Marketing Thought Leadership Keynote
​Dirk Kedrowitsch, Vorstand (COO), Publicis Pixelpark
​Sebastian Küpers, Director Planning, Publicis Pixelpark

10. Best Practice Beispiele
​Johannes Diebig, Marketing Leader salesforce Germany GmbH

11. Marketing Cloud in action
Live Demonstration
Christian von Vietinghoff, Manager Solution Engineering, salesforce.com

12. Marketing RoI und Effektivität
erhöhen
Panel Diskussion
​Sebastian Küpers, Director Planning, Publicis Pixelpark
​Johannes Diebig, Marketing Leader
​Christian von Vietinghoff, Manager Solution Engineering

13. Zusammenfassung
​Bernd Wagner, RVP EMEA Central, salesforce.com

14. Backup
​Bernd Wagner, RVP EMEA Central, salesforce.com

15. The Customer Journey Connects Discrete Interactions
Acquire
Onboard

16. First Purchase
Engagement

17. But Today These Interactions Are Isolated
Your BusinessYour Customers

18. How Can You Create 1:1 Customer Journeys?
Personal Recommendations
Personal Expertise
Personal Service
n
et
fli
x
AnonymousConsumer
Transactions
IdentifiableCustomer
Journeys

19. Four Questions
Do you know who your
customers are?
Where are they
in their journey?
Are you engaging
and moving them
along the journey?
Are you measuring
the impact on your
business goals?

20. Create a Contextual View of Your Customers

21. Track Where Your Customers Are in Their Journey

22. Engage with Your Customers as Individuals

23. Measure the Impact on Your Business

24. Marketing Cloud
​The Platform for 1:1 Customer Journeys
​Build a single view of the customer
​Plan and optimize the customer journey
​Deliver personalized content across every channel
and device
​Measure the impact on your business
Journeys Contacts Content Channels Analytics Apps

25. Powering Success in Every Industry
Technology
Financial Services
& Insurance
3.1B
API calls
in a month
100TB
stored by a
single customer
21B
messages sent
in a month
99.96%
product uptime
Travel &
Hospitality
Internet
& eCommerce
™
Retail/CPG
Communications
& Media

26. How Does It Work?
Apps
ConnectedApps
ConnectedProducts
ConnectedSpaces
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
SegmentationTools
Events and
Triggers
Predictive
Intelligence