Salesforce for Marketing: Deliver One Connected Customer Experience

Salesforce for MarketingDeliver One, Connected Customer Experience

Trail blazer

Grace WoodsDirector, Product Marketing & Demand

Generation, EMEA

[email protected]

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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.

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Forward-Looking Statements

Marketing Continues to EvolveThe customer experience is more than marketing

AI

Social

Mobile

Cloud

>Broadcast Marketing >

YOUR AD HERE

Digital Marketing 1-to-1 Customer Journeys

The Customer Experience Gap

77%of customers are not

engaged with companiesYour Customers

Siloed Data

Siloed Channels

Siloed Departments

Your Marketing Team

People-based, AI-driven

marketing

58% of high-performing marketers lead Customer Experience across their

business

3 Key Priorities for Marketers

Connected experiences,

not marketing

Penetration rate (62%) of social networks in the

Netherlands is highest in Western Europe

49% of marketers say email directly links to

company revenue

Back to basics: Email, Mobile,

Social

Marketers lead the

customer experience

58% of high performers

lead customer experience

Think beyond

traditional channels

Align across departments

Map the customer journey

Browsers

Offline IDs

Email

At 72.3% of internet users or 62.2% of the population in 2016, the Netherlands will have the highest social network user penetration rate in Western Europe.

Source: eMarketer

Apps

TV

Social

Email marketing

drives revenue

Mobile is integrated

Social aligns with business

metrics

Get back to basics

49% of marketers say email drives

revenue

145% growth in

mobile push

39% of marketers say

social generates significant ROI

People-based, AI-driven

marketing

58% of high-performing marketers lead Customer Experience across their

business

3 Key Priorities for Marketers

Connected experiences,

not marketing

Penetration rate (62%) of social networks in the

Netherlands is highest in Western Europe

49% of marketers say email directly links to

company revenue

Back to basics: Email, Mobile,

Social

Salesforce for MarketingThe smartest CRM for 1-to-1 customer journeys

CRM for sales, service, marketing, & commerce

1-to-1 journeys acrossthe entire lifecycle

Connect every channel& any device

Capture, unify, & activate data

overviewSubtitle text

Salesforce for MarketingThe customer experience is more than marketing

Onboarding &Engagement

Awareness &Acquisition

Retention & Advocacy


Advertising





Advertising

Sales Reps





Advertising

Sales Reps

Digital Commerce Onboarding &Engagement




Email & Mobile Messaging

Advertising

Sales Reps

Digital Commerce Onboarding &Engagement





Advertising

Sales Reps

Digital Commerce

Mobile Apps






Advertising

Sales Reps

Digital Commerce

Mobile Apps

Connected Products






Advertising

Social Media

Sales Reps

Digital Commerce

Mobile Apps

Connected Products






Advertising

Social Media

Sales Reps

Digital Commerce

Mobile Apps

Connected Products

Communities






Advertising

Social Media

Sales Reps

Digital Commerce

Mobile Apps

Connected Products

Communities

Support Agents




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Capture

Data Management

UnifyActivate

Artificial Intelligence

AutomateDiscover Predict & Recommend

PersonalizeJourney

ManagementEngage

Measure

Marketing CloudBuild 1-to-1 customer journeys across the entire lifecycle

Krux Is Now Part of Marketing Cloud

Capture data from any source & device Unify, segment, & activate audiences to increase customer engagement

Leverage AI to find new audiences Use machine learning on billions of profiles & trillions of events to discover high value segments

1-to-1 ad targeting on any device Drive more relevant & valuable customer experiences

A leader in The Forrester WaveTM: Data Management Platforms

Forrester Research, Inc., The Forrester Wave™: Data Management Platforms, Q4 2015, 11.10.15Krux was evaluated in the report. Krux has since been acquired by Salesforce.

Marketing is Smarter with Einstein

Predictive Scoring

Predictive Recommendations

Send-Time Optimization

Social Image Insights

Wave for B2B Marketingpredictive scores

per month

6B

Introducing Wave for B2B MarketingPowered by Analytics Cloud

Know marketing's impact on revenue Marketing & sales data in one place with visual, customizable dashboards

Explore your data yourself Easily explore multiple data sources to intelligently improve campaign performance & marketing ROI

Act quickly on your insights Share your insights from any device & quickly take data-driven actions as a team

faster decision making38%+

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Technology

Salesforce for Marketing: Deliver One Connected Customer Experience