Build Smarter Emails to Improve Results and Boost ROI London Salesforce World Tour - Marketing Cloud Email Ben Pippenger Sr Director, Product Management - Email bpippenger@salesforce.com @benpipp 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 statements 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 products 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 litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our 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-salesforce.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 Filings 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 on 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 Me Slide 10 years working in Email Supported some of our largest customers; Microsoft, Gap Inc Nike, HTC Head up our Email Product Management team How Many Have Heard This Before? Send the To the At the On the RIGHT MESSAGE RIGHT PERSON RIGHT TIME RIGHT CHANNEL  SMART EMAIL  Email is the Cornerstone of Digital Marketing “Nearly a third of all online purchases “For every $1 spent on email begin with a click of an email.” the return is $42.08.” But It’s Noisier than Ever Before 183,000,000 “Over 183 Billion emails sent everyday” Marketing Profs 416 / Month “On average, consumers receive 416 commercial messages a month” Return Path Only 7B people on the planet that’s 26 emails per person per day 416 messages a month, is almost 5,000 per year How you not get lost in the noise And you’re no longer competing with just your peers You’re Competing with Brands That Provide Customer Journeys Knows you better than you know yourself Plans every step for driver and rider So How Do You Make Your Email Smart? Integrate all your customer data Deliver 1:1 emails to every device React to customers in real-time Consolidate point solutions The Customer Journey Starts with Email Promotional Personalized Targeted Dynamic Predictive Making a Great First Impression Welcome Emails More than just an email, create a series Be ready for cross device readership Include personal information and ask more questions Do be afraid to send a follow-up or two Get Personal and Make an Offer They Can’t Refuse Promotional Emails Include account details Use behavioral data like browsing history and Predictive Intelligence Bring in localized dynamic content Creating an Engaging Event Event Emails Create a pre-event series to get them excited Add email messages during and after the event Include live content that can adapt based on subscribers’ actions Create dynamic content for different attendee groups React to Your Customers on Their Schedule Transactional Emails For product or shipping confirmations include images of what was purchased Use data to recommend related products or accessories Include seasonal messaging Encourage sharing with social calls to action Wait…Don’t Leave Cart Abandonment Email Include names and images of what was left behind The bigger the cart the greater the follow-up Make sure subscribers are aware of all current offers Include product reviews if available Salesforce.com/5blueprints Thank you Ben Pippenger Sr Director, Product Management - Email bpippenger@salesforce.com @benpipp The Leader in Email Marketing Cloud Helps You Get Personal Predictive Intelligence Personalize every experience Journey Platform Build & leverage custom apps Scalability & Infrastructure Scale campaigns reliably Powering Success in Every Industry Retail/CPG Travel & Hospitality Communications Internet & Media & eCommerce Technology Financial Services & Insurance 21B messages sent in a month 3.1B API calls in a month 100TB stored by a single customer 99.96% product uptime Marketing Cloud Clear Leader in G2 Crowd Grid Highest scores in both customer satisfaction and market presence Q3 2015 Content Tools Content Management & Editing Browse & tag all of your content in one place Easy drag-and-drop interface Build & preview simultaneously Build simply with content blocks Streamlined editing experience Q1 2015 Smarter Email Predictive Decisions Create new content, product, or banner recommendations in-line Powered by Predictive Intelligence Syncs automatically with your catalog and web data through PI Collect Analyzes over 25 attributes to generate recommendation True to the Core - Link changing - Header & Footer Management - Clear TS Queue - Unarchrive a trigger send - Performance Improvements - Migration to latest products  Drag and Drop segmentation, Automation Studio Q1 2015 Email in Journey Builder Email Send Activity Create emails directly in the Journey Builder interface Add event-based emails to journeys in Journey Builder Add batch campaigns to Journey Maps [...]... Customers Complete the Room with Marketing Cloud Automated emails with helpful content based on the customer's browsing activity Incorporated in-store purchase data with online reviews to predict product recommendations Segment customers by zip code for local store openings and special events 1:1 Messages along Every Step of the Journey Segmented From: NTO Dynamic Nearby Store Predictive Cart Abandoned... Chemical Bank Reimagines What it Means to be a Community Bank New Customer email campaign powered by Journey Builder Connects with customers across email, mobile, and social Increased open rates from 43.4% to 46%, and click through rates from 6.7% to 10.6% Where Do You Start? Salesforce.com/5blueprints 5 Blueprints for Smarter Emails Making a Great First Impression Welcome Emails More than just an email,... Drag and Drop Audience Segmentation Prebuilt Playbooks – Welcome and Birthday Series Import Data from Any Source 30% Segmented email campaigns produce 30% more opens than undifferentiated messages Logo Logo American Apparel Automates Email Across the Customer Journey Utilizes segmentation within the Marketing Cloud to send emails for 14+ languages Manages abandoned cart emails with Automation Studio to. .. reengage with customers Filters and measures content within the Marketing Cloud to segment subscribers and manage lists Creating a Different Messages for Each Audience Segmented From: NTO Subject: Sale Dear Ben Promotional Dynamic Nearby Store Local Events Personal 30% off all Outdoor Gear From: NTO From: NTO Subject: Sale Subject: Sale 20% off all Outdoor Gear Dear Blake Special Offers From: NTO Top Selling... Email is a Customer Personalize Every Interaction Capture Users from Mobile, Social, and Web Manage Subscriber Attributes and Profiles Intuitive Graphic Campaign Reporting 14% Personalized emails improve click-through rate by an average of 14% Hershey Entertainment & Resorts Drives Consumer Engagement Needed a way to manage multiple email lists and dozens of email campaigns Optimized emails and developed... significant boost in open rates and the overall list performance has improved dramatically Understanding the Different Parts of Your Audience Segmented From: NTO Subject: Sale Dear Ben Promotional Personal 30% off all Outdoor Gear From: NTO From: NTO Subject: Sale Subject: Sale 20% off all Outdoor Gear Dear Ben From: NTO Subject: Sale 20% off all Outdoor Gear Dear Bobby Free Shipping on Outdoor Gear From: NTO...Craft Your Core Messaging Promotional From: NTO Subject: Sale 20% off all Outdoor Gear Great Emails Requires a Solid Foundation Promotional Emails Drag and Drop Content Creation Integrated A/B Testing Mobile Optimized Templates 53% Emails are opened on Mobile Improve the Performance of Your Emails with Personalization Promotional Personal From: NTO From: NTO Subject: Sale Subject: Sale 20% off all Outdoor... personal information and ask more questions Do be afraid to send a follow-up or two Get Personal and Make an Offer They Can’t Refuse Promotional Emails Include account details Use behavioral data like browsing history and Predictive Intelligence Bring in localized dynamic content Creating an Engaging Event Event Emails Create a pre-event series to get them excited Add email messages during and after the event... Personal From: NTO Subject: Sale Subject: Sale future offer Customer Service Survey after talking to call center From: NTO Subject: Sale 20% off all Outdoor Gear Suggested Items 30% off all Outdoor Gear Top Selling items From: NTO Receipt with suggested complementary items Dear Ben Promotional Automated Dear Blake Dear Bobby 20% off all Outdoor Gear Free Shipping on Outdoor Gear From: NTO Subject: Sale... Segmented From: NTO Dynamic Predictive Nearby Store Cart Abandoned Local Events Recently viewed items Special Offers Suggested Items Subject: Sale Dear Ben Promotional Personal 30% off all Outdoor Gear Top Selling items From: NTO From: NTO Subject: Sale Subject: Sale From: NTO Subject: Sale 20% off all Outdoor Gear Dear Blake Dear Bobby 20% off all Outdoor Gear Free Shipping on Outdoor Gear From: NTO Subject: ... and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers Further information on potential factors... Apparel Automates Email Across the Customer Journey Utilizes segmentation within the Marketing Cloud to send emails for 14+ languages Manages abandoned cart emails with Automation Studio to reengage... completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and