The Journey Is the Reward Create 1:1 Customer Journeys with Marketing Cloud ​ ​Lotta Laurin ​elaurin@salesforce.com ​@evlaurin 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 forwardlooking 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 operatingresults 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 Being a Marketer is REALLY Hard Fragmented 1:Many Untargeted UNKNOWN Seamless 1:1 Journeys KNOWN “4 out of CMOs anticipate a high level of complexity over the next years ~ but only 50% feel ready to handle it” IBM CMO Study We create 2.5 quintillion bytes of data every day Techcrunch YouTube’s 490 million users upload more video in 60 days than the three major U.S television networks created in 60 years 77% of consumers don’t want a relationship with a brand HARVARD BUSINESS REVIEW Create 1:1 Customer Journeys with Marketing Cloud Sales Service Marketing Apps Community The Customer Journey Click Facebook Ad Personalized Content Email Newsletter Sign-up First Purchase Download App Contact Customer Support Mobile Opt-in Support Issue Resolved Evangelize on Facebook Some Background ​Need for a marketing database: • online • product interests • product interest scoring • interests scoring • personalised data ​Goal for this data: • personalised content • • emails website • • phone paper • offline What will Corona Do with it? Ignition One oracle What will Corona with it? Salesforce Marketing Cloud Salesforce Marketing Cloud MARKETING MAILS TRIGGERED SENDS JOURNEY BUILDER OPERATIONAL MAILS (API) Salesforce Marketing Cloud TRIGGERED SENDS • Per Salesforce object • Criteria on all object fields Salesforce Marketing Cloud: Triggered Sends Salesforce Marketing Cloud • Customer Selection from one DE • Criteria on Multiple DE JOURNEY BUILDER Salesforce Marketing Cloud: Journey Builder Marketing Cloud - Journey Builder Member gets Member Person becomes customer Email with welcome message Wait for one week Customer receives cross-sell mailing for all products Wait for two weeks Customer receives MemberGetsMember mail 4a Customer does not open email within days Customer receives reminder mail 4b If opened, but no new member within a month Customer receives new MGM, But with adapted text Wait one Month Customer receives a survey, With as the last question “Would you recommend Corona?” If Customer would recommend Corona Customer receives new MGM mailing, with referral to the survey … etc Salesforce Marketing Cloud: Journey Builder Social: Radian Social: Radian Social: Radian Whats next in social? SocialStudio Thank you! Roland Harms Online Business Development Manager Corona Direct [...]... SENDS JOURNEY BUILDER OPERATIONAL MAILS (API) Salesforce Marketing Cloud TRIGGERED SENDS • Per Salesforce object • Criteria on all object fields Salesforce Marketing Cloud: Triggered Sends Salesforce Marketing Cloud • Customer Selection from one DE • Criteria on Multiple DE JOURNEY BUILDER Salesforce Marketing Cloud: Journey Builder Marketing Cloud - Journey Builder Member gets Member 1 Person becomes... Salesforce Marketing Cloud Some Background ​Need for a marketing database: • online • product interests • product interest scoring • interests scoring • personalised data ​Goal for this data: • personalised content • • emails website • • phone paper • offline What will Corona Do with it? Ignition One oracle What will Corona do with it? Salesforce Marketing Cloud Salesforce Marketing Cloud MARKETING. .. Customer Experience: From Moments to Journeys, 2013 Marketing Cloud ​The Platform for 1:1 Customer Journeys ​Build a single view of the customer ​Plan and optimize the customer journey ​Deliver personalized content across every channel and device ​Measure the impact on your business Journeys Contacts Content Channels Analytics Apps Thank you Salesforce Marketing cloud Who is Corona Direct? X X Who is? • DIRECT... receives a survey, With as the last question “Would you recommend Corona?” 6 If Customer would recommend Corona Customer receives new MGM mailing, with referral to the survey 7 … etc Salesforce Marketing Cloud: Journey Builder Social: Radian 6 Social: Radian 6 Social: Radian 6 Whats next in social? SocialStudio Thank you! Roland Harms Online Business Development Manager Corona Direct ... Salesforce Marketing Cloud: Triggered Sends Salesforce Marketing Cloud • Customer Selection from one DE • Criteria on Multiple DE JOURNEY BUILDER Salesforce Marketing Cloud: Journey Builder Marketing Cloud. .. Corona with it? Salesforce Marketing Cloud Salesforce Marketing Cloud MARKETING MAILS TRIGGERED SENDS JOURNEY BUILDER OPERATIONAL MAILS (API) Salesforce Marketing Cloud TRIGGERED SENDS • Per... relationship with a brand HARVARD BUSINESS REVIEW Create 1:1 Customer Journeys with Marketing Cloud Sales Service Marketing Apps Community The Customer Journey Click Facebook Ad Personalized Content