marketing cloud bdm days apac
TRANSCRIPT
The Dawn of the Digital Marketer
Welcome to a new era of marketing
Brian Brames and Vlad Silak
Marketing Cloud Alliances
Session Objectives
• Understand the capabilities Salesforce Marketing Cloud can provide
• Articulate the value and differentiators
• Identify accounts which are ready for Marketing Cloud opportunities
By the end of this session, you will be able to…
Click
Facebook Ad
Newsletter Sign-up
Personalized
Content Email
Mobile Opt-inDownload App
Contact Customer
Support
Evangelize on
Support Issue
Resolved
First Purchase
Every Customer Is on Their Own Unique JourneyGrouping, segmenting, and stereotyping is no longer enough
Become a Customer Company
Connect with your customers in
a whole new way
Run your business
from your phone
Create 1-to-1
customer journeys
Get smarter about
your customers
FOR MARKETERS
THE CUSTOMER SUCCESS PLATFORM
Connect with your customers in
a whole new way
Run your business
from your phone
Create 1-to-1
customer journeys
Get smarter about
your customers
Marketing Cloud: #1 Marketing Application
Unify Data
Personalize Journey
Engage Cross-Channel
Analyze Everything
Create 1-to-1 customer journeys
Personal Recommendations
Personal Expertise
Personal Service
n
et
fli
x
Anonymous ConsumerTransactions
Identifiable CustomerJourneys
How can you create 1:1
Customer Journeys…
“We need to better serve our current customers,
and increase our share of wallet.”
better serve our current customers
First
Purchase
Repeat
Purchaser
Loyal
Customer
Anonymous
Browser
Known
User
Meet Susan
43 year-old, mother of three
Outdoor enthusiast
Planning hiking trip
Susan Explores Northern Trail Outfitter’s Website
Anonymous32485
GENDER: Female
ENTRY: Search
INTERESTS: Camping & Hiking
PRODUCTS: Footwear
She Creates an Account through Facebook
Anonymous32485
GENDER: Female
ENTRY: Search
INTERESTS: Camping & Hiking
PRODUCTS: Footwear
Susan Marshall
GENDER: Female
ENTRY: Search
INTERESTS: Camping & Hiking
PRODUCTS: Footwear
EMAIL: [email protected]
LOCATION: Indianapolis
Susan Receives Her First Personalized Message
Susan Marshall
GENDER: Female
ENTRY: Search
INTERESTS: Camping & Hiking
PRODUCTS: Footwear
EMAIL: [email protected]
LOCATION: Indianapolis
JOURNEYS: Welcome
She Receives Targeted Offers through the Mobile App
Susan Marshall
GENDER: Female
ENTRY: Search
INTERESTS: Camping & Hiking
PRODUCTS: Footwear
EMAIL: [email protected]
LOCATION: Indianapolis
JOURNEYS: Welcome
MOBILE: App Installed
Susan’s In-Store Experience is Enhanced with Mobile
Susan Marshall
GENDER: Female
ENTRY: Search
INTERESTS: Camping & Hiking
PRODUCTS: Footwear
EMAIL: [email protected]
LOCATION: Indianapolis
JOURNEYS: Welcome, Location
MOBILE: App Installed
She Receives a Receipt with Personalized Content
Susan Marshall
GENDER: Female
ENTRY: Search
INTERESTS: Camping & Hiking
PRODUCTS: Footwear
EMAIL: [email protected]
LOCATION: Indianapolis
JOURNEYS: Welcome, Location,
1st Purchase
MOBILE: App Installed
Susan Posts to Facebook about Her Great Experience
Susan Marshall
GENDER: Female
ENTRY: Search
INTERESTS: Camping & Hiking
PRODUCTS: Footwear
EMAIL: [email protected]
LOCATION: Indianapolis
JOURNEYS: Welcome, Location,
1st Purchase, Advocate
MOBILE: App Installed
Susan’s 1:1 Customer Journey
What Can Northern Trail Outfitters Do Next?
• Create individual interactions, at scale,
with millions of customers
• Communicate through multiple channels
• Leverage data and insights, optimizing interactions
• Measure performance across the entire customer journey
Susan Marshall
GENDER: Female
ENTRY: Search
INTERESTS: Camping & Hiking
PRODUCTS: Footwear
EMAIL: [email protected]
LOCATION: Indianapolis
JOURNEYS: Welcome, Location,
1st Purchase, Advocate
MOBILE: App Installed
Powering Success in Every Industry
TechnologyFinancial Services
& Insurance
252Bevents in
a month
100TBstored by a
single customer
32Bmessages sent
in a month
99.96%product uptime
Travel &
Hospitality
Internet
& eCommerce
™
Retail/CPGCommunications
& Media
“Salesforce positions us to offer new and expanded
services to our clients.”
Michael Adamson, CEO at Anne Street Partners
Anne Street Partners Enhances Effective Communication Strategy
Captures better consumer data and leverages Sales Cloud data to target consumers with highly
relevant information
Increases transparency over the customer database, for single view of the customer
Cut list creation process by 50%, increased open rates by 30%, and increased click through rates by
50% with help from Marketing Cloud
“I want one system able to support the sales
process all the way through. Salesforce is mobile
friendly – it’s the perfect tool.”
Tony Blamey, Chief Commercial Officer at Domain Group
Domain Group modernizes open-for-inspection process with Homepass
Sales Cloud, already driving Domain’s sales operations, stepped up for the Homepass activations
project, delivering dashboards and daily performance metrics to keep it on track.
Marketing Cloud let Domain communicate the Homepass offer to agents and nurture them to
activation – super fast.
Integrating AppExchange apps like Conga and DocuSign drove a multi-step agent onboarding
process right down to two clicks
Apps
Connected Apps
Connected Products
Content
Asset Management
Workflow & Approvals
Versioning
Channels
SMS/MMS
Push Notifications
Social
Advertising
Web Experiences
Group Messaging
Journeys
Maps
Interactions
Metrics
Analytics
Reporting
Dashboards
Web & Mobile Analytics
Contacts
Contact Management
Segmentation Tools
Events and Triggers
Predictive Intelligence
What additional value can your clients bring to customers?
Journey BuilderPlan, Personalize, and Optimize Every Interaction
Leverage cross-channel touches
to drive business goals
Use real-time data to inform new
versions and optimize performance
Contact BuilderHarness the Power of Your Customer Data
• Build single view of your customer
• Manage complex data models
• Make your data actionable
Sales / Service Cloud IntegrationLeverage Your CRM Data to Better Target Customers
• Simple data connection model
• Complete view in Sales Cloud
• Highly personalized communications
Predictive IntelligenceAutomatically Optimizes the Customer Journey
• Capture customer behavior
• Predict and automate marketing
decisions
• Create personalized experiences
EmailThe Cornerstone to Great Digital Marketing
• Easy-to-use content, dynamic
personalization, and testing tools
• Fast, highly scalable platform
• Distributed and franchise models
• ISP reputation management, delivery
tools, and mobile preview
MobileConnectSend Timely, Targeted Mobile Offers
• Send mobile-friendly emails
• SMS and MMS messages
• Pinpoint your audience
• Automate sending
• Track mobile campaigns
MobilePush / Group MessagingManage Messaging across Mobile Devices and Apps
• Send location-based push messages
• Personalize and Target exact audiences
• Automate app alerts
• Leverage geo-fence and beacons
• Extend your conversations with apps like
Line and WeChat
Social StudioListen, Analyze, Marketing, and Engage Across the Customer Success Platform
• Run social campaigns, engage with
customers, and use social insights to
drive marketing decisions
• Surprise and delight your customers with
social customer care
• Find and connect to new customers
faster with social lead generation
AdvertisingBuy and Optimize Social Media at Scale
Self-service across Twitter and Facebook
Easy-to-use advertising creation tools
Reporting and analytics across multiple metrics
Define audiences based on high value customers
Target users for acquisition campaigns
No limits on data storage
Any source data, from anywhere
Interactive, visual data modeling
Performing at a Massive Global Scale
300KAutomations daily
1.6BEmails sent
in a day
400MSMS Messages sent
1B+Transactions a Day
99.96%2014 Data Center
Uptime
32B+Emails sent
in a month
22MDaily Triggered
Sends
21BRows added
Daily
3.1BAPI Calls
a month
102TbLargest single database &
25 over 10TB
60MJourney transactions
a Day
26PbRow Storage under
management
The Marketing Technology Landscape is Messy
Thank Y u
Appendix
• 2015 State of Marketing: http://www.salesforce.com/marketing-cloud/resources/reports-and-whitepapers/
• Editions and Comparisons: http://www.salesforce.com/marketing-cloud/pricing/email-mobile-web-marketing/
• Customer Success Stories: http://www.salesforce.com/marketing-cloud/customer-stories/