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Learn how marketing can lead the customer journey across the sales, service, and marketing clouds. No two customers are alike, and it's up to you as marketers to identify who your customers are, where they are on their journey, how you can drive engagement, and how to measure the impact of your marketing efforts. Take full advantage of marketing features across the Salesforce clouds to develop real relationships with your customers through every step of their journey, and across every aspect of your business. Learn how you can utilize email, mobile, and social technologies to build those 1:1 customer relationships, with the powerful combination of ExactTarget Marketing Cloud and Salesforce Sales and Service Clouds.
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Track: Salesforce for Marketers
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Introduction to Salesforce for Marketers
Matt Tippets, Sr. Director ExactTarget Marketing Cloud [email protected]
Track: Salesforce for Marketers
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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 statement 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 product 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 litigations, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, or 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-alesforce.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 Filing's 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 in 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.
Track: Salesforce for Marketers
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The Future of Marketing is 1:1 Customer Journeys
Service
Apps
Analytics
Sales
Marketing
Community
Track: Salesforce for Marketers
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Mobile Interactive
Experiences
Sell to Businesses
Market to Millions of Customers
Support all of Your Customers
B2B & B2C Customer Support
Salesforce 1 Customer Platform
Journey Builder for Connected Customers
Sales & Lead Management
Shared Customer Data
The Only Platform for 1:1 Customer JourneysAcross Sales, Service, and Marketing
Engage Every Customer
Sales & Lead Management
B2B & B2C Customer Support
Automated, Personalized
Journeys
Track: Salesforce for Marketers
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Customer buys software
Contacts support with question
Tweets about her great experience
Shares advice in community group
Customer sent coupon for next purchase
Track: Salesforce for Marketers
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Do you know who your customers are?
Where are they are in their journey?
Are you engaging them along their
journey?
Are you measuring the impact on your
goals?
Evaluating our Marketing Efforts
Track: Salesforce for Marketers
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Need to Know Basis
Do you know who your customers are?
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Understanding Your Customers
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Understanding Your Customers
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• Mobile, interactive experiences
• Personalized content
• Connected to your customer data
• Drive customer loyalty
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“With Salesforce Communities, we need to ensure customers have a fantastic experience, stay engaged, and build a thriving community.”build a thriving community
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Where, Oh Where?
Do you know who your customers are?
Where are they in their journey?
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Journey Across the Clouds
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The Customer Journey Concept
Customers interact with organizations on journeys that cut across individual touchpoints that different functions tend to optimize.
Transforming Customer Experience: From Moments to Journeys
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• Engage customers anytime, anywhere
• Embed service into every product & app
• Build customer loyalty
• Solve cases faster with collaboration
• Improve customer satisfaction
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“Our sales managers need a system for maintaining personal relationships with auto dealers around the U.S.”maintaining personal relationships
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Question Three
Do you know who your customers are?
Where are they in their journey?
Are you engaging them along their
journey?
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Goal-Oriented Customer Journeys
A sales rep calls Kelly and extends an invite
to Connections
She receives an SMS with an
early bird offer
Kelly receives an email: Only 400 Spots Left!
She checks the community group to see reviews of past events
Kelly registersfor and attends
Connections 2014
Track: Salesforce for Marketers
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• Get 360-degree views of all your customers & Prospects
• Get better leads
• Improve close rates
• Grow sales faster
Track: Salesforce for Marketers
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“We want a more cost-effective andefficient system for onboarding producers with critical product information.”efficient system for onboarding
Track: Salesforce for Marketers
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Question Four
Do you know who your customers are?
Where are they in their journey?
Are you engaging them along their
journey?
Are you measuring the impact on your
goals?
Track: Salesforce for Marketers
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Standard ExactTarget Marketing Cloud & Journey Builder Metrics
• These are the metrics we focus on as marketers.
• And we have the responsibility to optimize these metrics. ETMC will always help you understand and optimize your performance.
• With the cross cloud journey, we need to broaden our view (next slide)
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Cross Cloud Metrics
Journey-led transformations deliver impact across multiple dimensions.
*Transforming Customer Experience: From Moments to Journeys, 2013
+20%
Customer satisfaction
+10-15%
Fuel revenue growth
-15-20%
Lower cost to serve
+20-30%
Engage employees
Track: Salesforce for Marketers
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Pamela Coan
Fleetcor
Track: Salesforce for Marketers
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Improve customer satisfaction.”“We wanted a way for Marketing and Sales to
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Karalee Slayton
Sr. Product Marketing Manager, Integrations
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A Marketer’s Secret Weapon:The Customer Service Experience
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Marketing & Sales Unite With a Common Goal
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Accelerate Pipeline with Pardot
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An Insiders Look: How the ExactTarget Marketing Team Uses Their Own Products to Connect With Customers
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Drive Customer Engagement with Salesforce Communities
Track: Salesforce for Marketers
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Create Marketing Innovations on the Salesforce 1 Platform
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Questions?
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Track: Salesforce for Marketers
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Take the after-session survey!
Take the Survey in the Connections 2014 Mobile App
Join the Conversation!
Prizes!
$50StarbucksGift Card
Session speaker info
@pamelacoan2
@cablemaven
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CUSTOMER JOURNEY SHOWCASE
MARKETING THOUGHT LEADERS
EMAIL MARKETING PRODUCT STRATEGY& ROADMAP
PERSONAL TRANSFORMATION
& GROWTH
SOCIAL MARKETING MOBILE & WEB MARKETING
DEVELOPERS HANDS-ON TRAINING
INDUSTRY TRENDSETTERS
CREATIVITY & INNOVATION
SALESFORCE FOR MARKETERS
ROUNDTABLES
Track: Salesforce for Marketers
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![How a CMS Enables B2B Marketing Success · Customer Relationship Management (CRM) Marketers connect to Customer Relationship Management [CRM] (e.g. Salesforce) by integrating data](https://img.dokumen.tips/doc/110x75/5ed6761a5bcaf0188f626805/how-a-cms-enables-b2b-marketing-customer-relationship-management-crm-marketers.jpg)
