salesforce marketing cloud essentials istanbul

The Journey is the Reward Create 1:1 Customer Journeys Helene Ackermann, Director Channel Southern EMEA

Safe Harbor  “Safe harbor” statement under the Private Securities Litigation Reform Act of 1995:    This presentation contains forward-looking statements, the achievement or success of which involves risks, uncertainties, and assumptions. If any such risks or 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.    The risks and uncertainties referred to above include – but are not limited to – risks associated with possible fluctuations in our financial and operating results; our rate of growth and anticipated revenue run rate, including our ability to convert deferred revenue and unbilled deferred revenue into revenue and, as appropriate, cash flow, and our ability to grow deferred revenue and unbilled deferred revenue; errors, interruptions or delays in our service or Web hosting; breaches of our security measures; the financial impact of any previous and future acquisitions; the nature of our business model; our ability to continue to release, and gain customer acceptance of, new and improved versions of our service; successful customer deployment and utilization of our existing and future services; changes in our sales cycle; competition; various financial aspects of our subscription model; unexpected increases in attrition or decreases in new business; our ability to realize benefits from strategic partnerships; reliance on third-party computer hardware and software; the emerging markets in which we operate; unique aspects of entering or expanding in international markets; our ability to hire, retain and motivate employees and manage our growth; changes in our customer base; technological developments; regulatory developments; litigation related to intellectual property and other matters, and any related claims, negotiations and settlements; unanticipated changes in our effective tax rate; factors affecting our outstanding convertible notes and credit facility; fluctuations in the number of shares we have outstanding and the price of such shares; foreign currency exchange rates; collection of receivables; interest rates; factors affecting our deferred tax assets and ability to value and utilize them, including the timing of achieving profitability on a pre-tax basis; the potential negative impact of indirect tax exposure; the risks and expenses associated with our real estate and office facilities space; and general developments in the economy, financial markets, and credit markets.

 Further information on these and other factors that could affect the financial results of salesforce.com, inc. is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our most recent Form 10-K. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor.

 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 their purchase decisions based upon features that are currently available.

previously now

Marketing Transformation

Consumers are hyper connected

and engaged

Marketers are challenged to stay relevant

Marketing spent is changing from offline to online

LIVE NATION FILM

How Can Every Company Create 1:1 Customer Journeys?

The Salesforce Marketing Cloud The Platform for 1:1 Customer Journeys

Journeys

Maps

Interactions

Analytics

Content

Asset Management

Workflow & Approvals

Versioning

Channels

Email

SMS/MMS

Push Notifications

Social

Advertising

Web

Experiences

Group Messaging

Analytics

Reporting

Dashboards

Web & Mobile

Analytics

Contacts

Contact Management

Segmentation

Tools

Events and Triggers

Predictive

Intelligence

Marketing

How Does It Work?

Journey Builder

Predictive Intelligence

Customer Data Platform

Powering Success in Every Industry

Communications & Media

Internet & eCommerce

™

Retail/CPG Travel & Hospitality 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

“We need to better serve our current customers, and increase our share of wallet.”

better serve our current customers

Northern Trail Outfitters Customer Journey

Anonymous Browser Customer visits NTO website looking for gear for their next hiking trip.

Known User Customer downloads the NTO app, and registers for email updates and offers.

Create Account Customer creates a myNTO account to further engage with the brand.

Customer Support An NTO rep apologizes for the issue, and promptly sends a replacement with a coupon for next purchase.

First Purchase Customer makes first NTO purchase online. Their new boots are shipped, but arrive damaged.

Multi-Brand Purchaser A sales rep helps the customer find the perfect backpack and jacket to accompany their boots.

Loyal Customer The evangelist customer shares their personalized NTO experiences with friends on Facebook or Twitter.

Expeditions After enjoying their hiking trip, the customer signs up for an Antarctic expedition sponsored by NTO.

Visit Store After receiving a thank you coupon, customer visits the NTO store to browse other hiking products.

First Purchase

Repeat Purchaser

Loyal Customer

Anonymous Browser

Known User

Meet Susan

Lives in Istanbul 33 years-old, mother of two Outdoor enthusiast Planning hiking trip

Susan Starts Her Journey with Google

Hiking in Colorado Hiking in Turkey

Susan’s Search Leads Her to Northern Trail Outfitters

Susan Explores Northern Trail Outfitter’s Website

Anonymous32485

GENDER: Female

ENTRY: Search

INTERESTS: Camping & Hiking

PRODUCTS: Footwear

She Creates an Account Through Facebook

Susan Marshall

GENDER: Female

ENTRY: Search


PRODUCTS: Footwear

EMAIL: [email protected]

LOCATION: Istanbul

Susan Receives Her First Personalized Message

Susan Marshall

GENDER: Female

ENTRY: Search


PRODUCTS: Footwear


LOCATION: Istanbul

JOURNEYS: Welcome

Susan Marshall

GENDER: Female

ENTRY: Search


PRODUCTS: Footwear


LOCATION: Istanbul

JOURNEYS: Welcome

MOBILE: App Installed

She Receives Targeted Offers Through the Mobile App

Susan’s In-Store Experience is Enhanced with Mobile

Susan Marshall

GENDER: Female

ENTRY: Search


PRODUCTS: Footwear


LOCATION: Istanbul

JOURNEYS: Welcome, Location


She Receives a Receipt with Personalized Content

Susan Marshall

GENDER: Female

ENTRY: Search


PRODUCTS: Footwear


LOCATION: Istanbul

JOURNEYS: Welcome, Location, 1st Purchase


Susan Posts to Facebook about Her Great Experience

Susan Marshall

GENDER: Female

ENTRY: Search


PRODUCTS: Footwear


LOCATION: Istanbul

JOURNEYS: Welcome, Location, 1st Purchase, Advocate


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


PRODUCTS: Footwear


LOCATION: Istanbul

JOURNEYS: Welcome, Location, 1st Purchase, Advocate


Demo Salesforce Marketing Cloud Naz Küçükkabak, Specialist ExactTarget Marketing Platform

social studio

Care Engage

Publish Analyze

The Salesforce Marketing Cloud Get Closer to Your Social Customer

LIVE NATION FILM

ING Bank Turkey Sinem Soydar, ING Bank Digital Marketing Manager Saadet Gurpinar , ING Bank Digital Marketing Specialist

Demo Salesforce Marketing Cloud Social Studio Nazlıcan Saraçoğlu, Expert Social Studio

Thank you

salesforce marketing cloud essentials istanbul

Marketing

financial markets

financial results of

financial impact

anticipated revenue

deferred tax assets

credit markets

rates factors

growth changes