ONBOARD Start on the Right Foot

The moment after a new customer’s first transaction is the perfect time to build a deeper connection and introduce them to more products and services they may like.

Here’s how a data-driven onboarding journey can create moments when you and your customers can get to know each other better.

GROW Plan for Every Journey

Each customer’s first interaction with your brand is a special moment that sets a precedent for the relationship.

Here’s how a successful customer acquisition journey can help you make the most of these moments before they happen.

ENGAGE Forge a Perfect Path Together

The longer you maintain customer relationships, the more you can learn about customers’ unique preferences — and you can use that data to create compelling moments of engagement.

Here’s how data from a long-term customer relationship can make everyday marketing moments more meaningful.

RETAIN Win Back Wandering Customers

To keep customers engaged, it’s important to identify what could make them lose interest and have solutions ready to meet them at key moments.

Here’s how a retention journey can turn a customer’s would-be exit into a moment of connection.

Prospect clicks on your bank’s social ad, which leads to a landing page.

Prospect becomes a customer by filling out your account form.

Customer opts in to receive SMS updates.

Customer receives an SMS with a code to download your app.

Customer makes a deposit and pays a bill on the app.

Customer receives an email with product recommendations and an invitation for a personalized finance newsletter.

Customer receives a reminder SMS about automatic bill payment.

Let the customer be your guide.Ready to start mapping your own customer journeys? Watch Salesforce’s customer journey webinar series and get inspired to blaze new trails.

Visit sfdc.co/mcwebinars to learn more, or call 1-800-667-6389 to talk to us about the moments you want to make for your customers.

Customer receives an email invitation to join health provider community.

Customer joins the community and schedules a checkup.

Customer receives a survey and shares negative feedback.

Customer opens service case and works with you to resolve the issue.

The new customer experience is about moments of connection.

By delivering unique, personalized moments to customers across every digital channel, your brand can create lasting, meaningful relationships.

To seamlessly create these moments for every customer, you’ll need to connect your marketing with sales and service, apps, and communities.

Let’s take a look at how Salesforce can help you bring real moments of connection to integrated and immersive customer journeys.

BUILDING JOURNEYS & MAKING MOMENTS

HOW do YOU CREATEthe PERFECT MOMENT?

Keep Trekking Learn more about how to create engaging mobile journeys.

of customers say the experience a company provides is as important as its products and services.84%

Conagra Brands uses Salesforce to scale digital capabilities across sales, marketing, and service — and to personalize engagement with B2C and B2B customers in real time.

Growth Campfire StoryConagra Brands

Keep TrekkingStay competitive and learn more about meeting customers’ expectations for B2C and B2B experiences.Customer receives an

anniversary offer emailand redeems offer.

Customer’s anniversary date arrives.

Ticketmaster uses data to understand customer preferences across all lines of business and delivers live event experiences at scale with Salesforce.

Engagement Campfire StoryTicketmaster

Keep TrekkingLearn more about building customer loyalty through connected communities.

Customer receives a follow-up survey and shares positive feedback.

Customer receives a follow-up survey and doesn’t complete it.

Customer receives a reminder SMS.

Customer receives a thank-you SMS.

of high-performing marketers are already using loyalty program platforms.63%

Customer receives social media ads showing their abandoned cart items.

of customers expect companies to understand their needs and expectations.73%

Subscriber receives an email with a prompt to complete their profile.

Subscriber completes the profile and becomes a customer.

Customer receives an SMS asking them to review their experience. They leave a positive review and receive a thank-you SMS.

Customer receives a thank-you email with reward points.

Subscriber doesn’t complete the profile.

Subscriber receives a reminder email with a special offer. They complete the profile and become a customer.

Customer receives a thank-you email with reward points.

Customer leaves a negative review. They receive an SMS to open a new service case and resolve the issue.

Keep TrekkingLearn how premium apparel company BELLA+CANVAS differentiates itself through onboarding messaging.

Piedmont Healthcare delivers personalized medicine to more than 2 million B2C and B2B customers by guiding each patient journey with Salesforce.

Onboarding Campfire StoryPiedmont Healthcare

of customers use multiple channels to start and complete transactions.71%

Pacers Sports & Entertainment keeps basketball fans engaged through targeted journeys with Salesforce all year long — even during the offseason.

Retention Campfire Story Pacers Sports & Entertainment

Customer receives a follow-up email about their abandoned cart.

Customer receives a thank-you email with shipment tracking information.

Customer logs back on and completes the purchase.

Customer doesn’t redeem the anniversary offer. They receive a new offer email and redeem it.

Customer logs off and leaves items in their cart while shopping online.