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Salesforce for Marketing Overview Deck

Salesforce for Marketing provides the smartest CRM for building 1-to-1 customer journeys across channels. It unifies data from across departments to deliver personalized experiences. Marketing Cloud allows marketers to connect every channel and device, help marketing teams move more quickly, and personalize every interaction with artificial intelligence. Einstein provides predictive scores and recommendations to make marketing smarter.

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Salesforce for Marketing The Smartest CRM for 1-to-1 Customer Journeys Sylvia Wong Enterprise Business Development
Forward-Looking Statements 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.
Together, We’re Building a Path Forward 2009 • 2010 • 2011 2012 • 2013 • 2014 2015 • 2016 September 2016 2011 • 2012 • 2013 2014 • 2015 • 2016 The world’s most innovative companies in GDP impact by 2020* $389B $2.04B FY17Q2 revenue 24K employees “Innovator of the Decade” IDC White Paper, sponsored by Salesforce, "The Salesforce Economy," August 2016 2M jobs created by 2020
8 industry leading apps. 1 marketing platform. App Cloud Community Cloud Marketing Cloud Service Cloud Sales Cloud Commerce Cloud A Global CRM Leader Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. The Gartner documents are available upon request from Salesforce. 8 industry leading apps. 1 marketing platform. A Magic Quadrant Leader for Sales Force Automation Gartner, “Magic Quadrant for Sales Force Automation,” Tad Travis et al 8/10/16 A Magic Quadrant Leader for the CRM Customer Engagement Center Gartner, "Magic Quadrant for the CRM Engagement Center," Michael Maoz, Brian Manusama, 5/4/16 A Magic Quadrant Leader in Social Software in the Workplace Gartner, "Magic Quadrant for Social Software in the Workplace,” Mike Gotta et al 10/26/15 A Magic Quadrant Leader for Enterprise Application Platform as a Service, Worldwide Gartner, "Magic Quadrant for Enterprise Application Platform as a Service, Worldwide" Paul Vincent, et al 3/24/16 A Magic Quadrant Leader for Digital Marketing Hubs Gartner, “Magic Quadrant for Digital Marketing Hubs,” Andrew Frank et al 1/5/16 A Magic Quadrant Leader for Digital Commerce Gartner, "Magic Quadrant for Digital Commerce,” Chris Fletcher et al 3/9/16
Our Customer Trailblazers are Supercharging Success +43% Marketing ROI +35% Customer Satisfaction +34% Customer Engagement +15% Revenue Growth
Marketing Continues to Evolve The customer experience is more than marketing Broadcast Marketing Digital Marketing 1-to-1 Customer Journeys AI IoT Mobile Social Cloud
The Customer Experience Gap Your Customers Siloed Data Siloed Channels Siloed Departments Your Marketing Team 77% of customers are not engaged with companies
Salesforce for Marketing The smartest CRM for 1-to-1 customer journeys Unify your business to deliver one customer experience Connect every channel & device Help marketing teams move more quickly Personalize every interaction with artificial intelligence
Marketers Play a Special Role The customer experience is more than marketing Email & Mobile Messaging Advertising Social Media Sales Reps Digital Commerce Mobile Apps Connected Products Communities Support Agents Awareness & Acquisition Retention & Advocacy Onboarding & Engagement
Ad Targeting with CRM Data Securely use your customer data to drive all your display, search, and social advertising Connected to the Journey Use Journey Builder to connect your advertising to the rest of marketing and sales teams Integrated Lead Generation Drive powerful lead generation and customer acquisition campaigns across Facebook’s network and capture leads directly into Salesforce Bring CRM to Adtech Use Advertising Studio to connect Salesforce to Krux and other partners to reach your customers and new prospects in Display Advertising: Smarter Targeting to Drive Awareness and Acquisition 47% higher ad engagement when digital ads are powered by customer data Salesforce Advertising Index Marketing Cloud | Advertising Studio
Sales Reps: Marketing That Helps Sales Teams Sell Grow Pipeline Generate quality leads for sales Accelerate Sales Cycles Make every interaction count with messages and tactics personalized for each prospect Focus on the Right Leads Enable sales to engage prospects with the right message at the right time Measure Marketing ROI Understand marketing influence on revenue and performance of each campaign 30% faster sales cycles Salesforce Customer Relationship Study Pardot | Engagement Studio
Digital Commerce: Deliver Unified Shopping Experiences Commerce Cloud Digital Coordinate experiences and transactions across digital channels Commerce Cloud Store Execute store transactions and manage store operations Embedded Predictive Intelligence Analytics driven personalization woven into the commerce experience Commerce Services Retail practice, customer success, certified partner network, rich community of users faster growth for customers that use Commerce Cloud Commerce Cloud Earnings Reports and Industry Sources2x Commerce Cloud
Rapid Campaign Execution Use powerful tools to build great emails quickly. Smarter Email Messages Leverage machine learning in each email to create 1-to-1 journeys Mobile-First Emails Build emails that look great on every device Built to Scale Send millions of messages in minutes and collaborate across the organization Email Messaging: Personalization That Delivers Results return for every dollar spent on email marketing VentureBeat Survey38x Marketing Cloud | Email Studio
Mobile Messaging: Real-time Alerts with SMS, Push, and Group Messaging Cross-Channel Marketing Send SMS, MMS, push, and group messages alongside other channels like email and social Time-Sensitive Marketing Deliver personalized reminders and alerts App Engagement Marketing Keep your customers coming back with push notifications Location-Based Marketing Target customers with geo-fencing technology 90% of all SMS is read within 3 minutes Conversational Advertising Marketing Cloud | Mobile Studio
Mobile Apps: Build Engaging Apps Faster Manage Apps on a Cloud Platform Build, deliver, monitor, and scale apps Drive Loyalty and Commerce Increase engagement with apps that reward customers for purchases Deepen Personalization Leverage core Salesforce data to customize app experiences 70% faster time to market IDC Study App Cloud | Heroku
Employee Apps: Make Marketers Faster and More Productive Increase Employee Collaboration Use out-of-the-box apps such as group, chat, docs, spreadsheets, and file sharing. Boost Productivity with AppExchange Install and configure thousands of apps from the #1 business app marketplace. Build Custom Apps with Clicks or Code Create, manage, deploy, and optimize apps with ease for budgeting, events, PR, and campaigns. Run Marketing from Anywhere Take actions within campaigns, from anywhere, such as pause, resume, cancel, approve, and send. 29% faster time to information Salesforce Customer Relationship Survey App Cloud | Force.com
Connected Products: Transform Products Into Customer Experiences Connect to Any Data Source Capture billions of events from any connected product, device, or app Create Customer Journeys Build real-time logic to create journeys that cross sales, service, and marketing Transform the Way You Engage Send proactive, personalized messages to every customer at the perfect moment higher click-through rates for triggered messages compared to 'business as usual' marketing messages Q3 2014 Email Trends and Benchmarks 152% IoT Cloud
Social Media: Turn Every Customer Into an Advocate Complete Social Listening Platform Powerful marketing on a single platform for social analytics, publishing, and engagement. Connected Social Trigger 1-to-1 journeys based on social insights and connect social to service and sales Mobile-First Social Manage social campaigns on the go with the Social Studio Mobile App. 360 Degree Engagement Display and analyze all of your digital interactions across email, social, customer care, and more. of consumers have used a company's social media page for customer support J.D. Power and Associates 2013 Social Media Benchmark Study 67% Marketing Cloud | Social Studio
Communities: Reimagine Customer Engagement Engage Anywhere Launch and evolve a mobile engagement hub at the speed of business Develop Advocates Recognize and reward your most valuable members with badges and leaderboards Increase Retention Deliver personalized content, products, and services in a branded environment Provide Stellar Service Intelligently guide customers to the experts, articles, and support they need 45% increase in Customer Satisfaction Salesforce Customer Relationship Survey Community Cloud
Support Agents: Turn Every Service Interaction Into a Reason to Love Your Brand Access a Single View Store all marketing, sales, and service data in the contact record Trigger Journeys Listen for service activities, then follow-up with the right message across channels Incorporate Service into the Journey Automatically open or close service cases based on the customer’s behavior Suppress Marketing when Appropriate Ensure unsatisfied customers are not receiving marketing messages until their cases are resolved 20% increase in overall customer satisfaction for companies that manage the journey across departments McKinsey & Company Service Cloud
Build 1-to-1 customer journeys across the entire lifecycle Marketing Cloud
Customer Journey Management: Build 1-to-1 Journeys Listen for Customer Cues Meet the customer where they are in their journey by anticipating – and reacting to – events in real time. Connect the Entire Experience Connect marketing, sales, and service to onboard, engage, re-engage, sell and support. Automate Interactions Build it once, then offer a unique customer journey for every individual, at massive scale. Analyze to Offer the Best Experience Remain agile in your marketing by understanding what’s working and what’s not, and pivot easily. 73% of high-performing marketers say journeys positively increase customer engagement Salesforce State Of Marketing Marketing Cloud | Journey Builder
Marketing is Smarter with Einstein Discover why customers are engaging Predict the audience, content, & send-time for every interaction Recommend content, products, & offers at an individual level Automate decisions, taking the guesswork out of marketing
Marketing is Smarter with Einstein predictive scores per month 6B Predictive Recommendations Send-Time Optimization Wave for B2B Marketing
10X Average return on investment for Krux licensees in their first year. Capture Data from Any Source & Device Unify, segment, & activate audiences to increase customer engagement Leverage AI to Find New Audiences Use machine learning on billions of profiles & trillions of events to discover high value segments 1-to-1 Ad Targeting on Any Device Drive more relevant & valuable customer experiences Bring CRM to Krux Identity Bring customer data securely across marketing, sales and service using Advertising Studio to Krux to enhance digital identity and increase ROI DMP: Embrace the power of people data with enterprise-strength data management with Krux Marketing Cloud | Krux
World’s Most Trusted Enterprise Cloud Five Elements of Trust Trusted Security Always-on Availability Performance at Scale Global Data Centers Enterprise Compliance 2.3B Emails sent on Cyber Monday 99.98% FY16 Availability 9 Global Data Centers 270B Q4 Transactions 4B Transactions/Day
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