Customer 360 - Making Moments Matter in 2015

@derektweets

Derek Laney Head of Product Marketing, Asia Pacific

Making Moments Matter in 2015

https://www.youtube.com/watch?v=-q0YQ7EDPpI

The BBQ Has Changed

http://bit.ly/lynxgrill

https://www.youtube.com/watch?v=-q0YQ7EDPpI

The BBQ Conversation Has Changed

every company is now a software company

@derektweets

How Can Every Company Create 1:1 Customer Journeys?

@derektweets

+36% +19% +28% -33%customer

satisfactionlikely to

stay/renewwillingness to recommend

less likely to cancel /churn

Journeys are strongly correlated with business outcomes

Source: McKinsey & Co, Transforming Customer Experience from Moments to Journeys 2013

@derektweets

70% lift in engagementsignificant revenue impact

The customer journey is comprised of thousands of moments.

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86% of senior-level marketers agree that it is important to create cohesive customer journeys.

But only 17% have integrated customer data across their companies to enable these journeys.

State of Marketing Leadership Report 2014 Salesforce & LinkedIn

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@derektweetsSource: State of Marketing 2015, Australia Segment

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Social Media is

at least a critical enabler for our

products and services

2014: 34% 2015: 80%

Source: State of Marketing 2015

@derektweetsSource: State of Marketing 2015

9.7M daily

20% of time on device

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Marketers who have committed to mobile integration rate all implemented technologies as more effective across the board

Source: State of Marketing 2015

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2015 3 Bets 4

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1. Map Your Customer Journey

140% lift in engagementsignificant revenue impact

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2. Overweight on Mobile Experience

Rich Media

Geolocation & Proximity

CRM Data & Mobile Analytics

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3. Integrate Social into the Journey

CRM Data & Social Targeting

Marketing

Sales

Customer Service

Legal

Social Moves from Doing to Enabling

20-40%more spend

when engaged

66% getmore leads

50% getmore sales

Source: Social Media Examiner “Social Media Marketing Industry Report” May 2014 and Bain & Company “Putting Social Media to Work”

The Salesforce Marketing CloudThe Platform for 1:1 Customer Journeys

Journeys

Maps

Interactions

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

Apps

Connected apps

Connected products

Connected spaces

Discuss

Thank you