Marketing Cloud - Partner Office Hour (April 21, 2015)
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The document discusses Salesforce Marketing Cloud and the Customer Success Platform. It provides an overview of how the platform can be used to connect customer experiences across different touchpoints and transform customer journeys. It also summarizes how the platform allows businesses to create a 360-degree view of customers, engage customers in communities, use service as a way to market to customers, and build connected customer journeys across different stages of the lifecycle.
Marketing Cloud - Partner Office Hour (April 21, 2015)
- 1. Salesforce Marketing Cloud and the Customer Success Platform Liz Farrelly Product Marketing Manager liz.farrelly@salesforce.com
- 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. 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
- 4. Connect with your customers in a whole new way Become a Customer Company Sales Service Marketing CommunityApps Analytics
- 5. Shared services across applications The Customer Success Platform APIs 2,700+ Partner Apps Open Ecosystem Workflow Data & Objects Identity Fast App Dev & Customization AnalyticsCollaborationMobile UI Scalable Metadata Platform Complete CRM Trusted Multitenant Cloud AnalyticsCommunityMarketingServiceSales Apps
- 6. The Lines are Blurring Between Marketing Sales & Service
- 7. Create 1:1 Customer Journeys with Marketing Cloud Make the Journey the Reward Sales Service Marketing CommunityApps
- 9. Transforming Customer Experience: From Moments to Journeys Customer Experience Across Touchpoints Product Marketing Online Retail Care Customer Journey Experience Average Customer Experience (Touchpoints)
- 10. Product Marketing Online Retail Care Transforming Customer Experience: From Moments to Journeys Overall Customer Journey Experience Average Customer Experience (Touchpoints) Average Customer Experience (Journey) Customer Journey Experience 20% increase in customer satisfaction for companies that manage the journey
- 11. How can you connect these experiences?How Can You Connect These Experiences?
- 12. Customer buys software Contacts support with question Tweets about her great experience Shares advice in community group Customer sent coupon for next purchase Sales Service Community Marketing
- 13. The Platform to Build 1:1 Customer Journeys
- 14. Engage Customers in Communities
- 15. Home Depot Community.homedepot.com With Salesforce Communities, we need to ensure customers have a fantastic experience, stay engaged, and build a thriving community.
- 16. Service is the New Marketing
- 17. Social Customer Care • One view of the customer across Social and Support • Manage Social Customer Service from a single platform with Knowledge and Communities • Provide context to your conversations with CRM and back-office data
- 18. KLM Leads the Industry on Social Customer Service Part of $24B European airline Volcano in Iceland stranded passengers in Europe Social profiles used for KLM Surprise Transparency on Twitter wait times Twitter and Facebook powered by Service Cloud Ramped 20 agents to over 200 Reduced first call resolution rate to 1 hour Tie social interactions to customer record
- 19. Create 360-degree View of All Your Customers & Prospects
- 20. Largest tenant representation firm in the world Implemented single CRM platform across 58 offices With the joint power of Marketing Cloud and Saleforce CRM, Cresa has successfully integrated their marketing functions into the sales cycle Cresa Commercial Real Estate John Chase, Marketing Manager, Cresa "We quickly discovered that the Marketing Cloud could easily integrate with our Sales Cloud and offer us the ability to measure and track our campaigns like never before—proving ROI."
- 21. MobilePush B2C SMS Available in the App Store Salesforce1 Lightning B2B Force.com Avaiable in AppExchange Customer Apps Create engaging customer-facing apps faster Employee Apps Build powerful employee-facing apps faster Build Apps Fast. Build Business Faster.
- 22. “Every year we’re looking to grow revenue by 100 percent, that’s why we need a platform that can grow with us.” Zero Motorcycles Provides a Premium Experience with Salesforce Aaron Cheatham, Director of Customer Experience Unified three disparate systems into a single Salesforce implementation Improved communication, efficiency and scalability across all channels Manage all dealer relationships, nurture leads and provide dealers with Digital Sales Aid
- 23. Create Connected Customer Journeys Rich, Interactive Commerce & Sales Apps Engaging Communities Customer Mobile Apps Amazing Service Everywhere CommunitiesMarketing Sales Service CommunityMarketing Sales Service
- 24. Customer Lifecycle Stage 1 e.g. Shorten the cycle & increase follow on sales for related products e.g. Define top 3 categories of interest for each customer e.g. Download our app, opt in for push notifications Customer Lifecycle Stage 2 Customer Lifecycle Stage 3 Where should you start? The Concept of Journey Mapping CommunityMarketingSales Service Apps
- 25. Thank you