Customer Experience is the New Marketing
Marketing Cloud:
Jose Yáñez Regional Vice President
Salesforce Marketing Cloud [email protected]
@jose_yanez
Forward-Looking Statements
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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.
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.
Connect Your Customers’ Entire Experience
Mobile
Web
Social
Advertising
Sales data
Service cases
IoT data
Communities
Apps
Analytics
Advocate
E
ngage
Onboar
d
Acquire
Awareness
Marketers Play a Special Role
BECOME A CUSTOMER COMPANYPowered by Lightning
Connect to your customers in a whole new way.
Run your business from your phone.
Build 1-to-1 customer journeys.
Get smarter about your customers.
IoTIoT
Marketing Cloud#1 marketing application
1-to-1 Customer Journeys Journey Builder
All Channels & Devices Email, mobile, social, ads, web, and IoT
Predictive Marketing Predictive content, audiences, and journeys
Connected CRM Customer experiences across marketing, sales, service, and apps
JOURNEY BUILDER
EMAILSTUDIO
MOBILESTUDIO
SOCIALSTUDIO
ADVERTISING STUDIO
WEBSTUDIO
AUDIENCEBUILDER
PERSONALIZATIONBUILDER
CONTENTBUILDER
ANALYTICSBUILDER
JOURNEY BUILDER
EMAILSTUDIO
MOBILESTUDIO
SOCIALSTUDIO
ADVERTISING STUDIO
WEBSTUDIO
AUDIENCEBUILDER
PERSONALIZATIONBUILDER
CONTENTBUILDER
ANALYTICSBUILDER
JOURNEY BUILDER
EMAILSTUDIO
MOBILESTUDIO
SOCIALSTUDIO
ADVERTISING STUDIO
WEBSTUDIO
AUDIENCEBUILDER
PERSONALIZATIONBUILDER
CONTENTBUILDER
ANALYTICSBUILDER
EMAILSTUDIO
MOBILESTUDIO
SOCIALSTUDIO
ADVERTISING STUDIO
WEBSTUDIO
AUDIENCEBUILDER
PERSONALIZATIONBUILDER
CONTENTBUILDER
ANALYTICSBUILDER
JOURNEY BUILDER
So what’s next?
NEW
Marketing Cloud Lightning
Introducing:
NEW
Email Studio
Introducing:
NEW
Advertising Studio
Introducing:
NEW
Marketing Cloud Mobile App
Introducing:
Advertising StudioMobile App Marketing Cloud Lightning Email Studio
Available May 2016
NEW
Journey Builder Audiences
Introducing:
NEW
Command Center
Introducing:
NEW
Personalization Builder
Introducing:
Build billions of emails for hundreds of brands
Launch campaigns in minutes, not days
Deliver recommendations via every channel
Fanatics Scores with Speed & Personalization
Build powerful emails that deliver results
Email Studio
Email creation flow Build the way you want with modules,customizable templates, or AMPscript
Email send flow Automatically test, review, and validate each subscriber
Enhanced automation Scale your marketing by automating campaigns, data imports, and reporting
$38 return for every dollar spent on Email Marketing
NEW
Run your marketing from your phone
Mobile App
Mobile performance tracking Manage journeys, emails, and automations across multiple brands
Works across channels Pause, resume, and cancel email sends right from the app
iOS available today Free to all customers across all Marketing Cloud Editions
NEW
Capital One Connects with Small Business Owners
Leverage their customer data securely across channels
Improve campaign efficiency and customer satisfaction
Deliver a frictionless lead experience
Connect marketing and bankers
71%of customers consider their banking relationship to be merely transactional
Activate CRM data to power your advertising
Advertising Studio
CRM-driven advertising Let your customer data inform all your digital advertising
Full campaign management Execute data-driven campaigns across audience platforms
Journey Builder Ads Launch ad campaigns from withinJourney Builder
NEW
83% of high-performance marketers use CRM data for advertising
Reach your customers in Search, Gmail, and YouTube
Google Customer Match NEW
Power your Google advertisingRetain or cross-sell customers by reaching them at critical moments
Similar audiences Find new customers that look like your best ones
Efficient campaignsSpend your money on prospects, not customers
Nestlé Waters Transforms the Customer ModelDelivering their products directly to the consumers home
Web StudioCreate branded content for web and apps
Build Landing Pages and Microsites Create content with a drag-and-drop editor, without programming knowledge
Capture and Integrate Data Collect user data from forms, enhancing the personalization across other channels
Predict Recommendations Understand behavior and preferences of new visitors and repeat customers
Gain Insight Analyze page views, click-through and conversion rates across pages
Social StudioListen, analyze, engage, and publish
Discover Actionable Insight Gather real time customer, brand, and marketing feedback with easy to use social analytics
Collaborate at Scale Engage, manage, collaborate, and publish on social across teams and company
Create Connected Campaigns Trigger journeys, create leads, and target ads from social interactions
Manage Social Anywhere Powerful mobile apps for Apple and Android
Command CenterShowcase your marketing presence
Deliver Digital Insights Track customer interactions, brand health, and campaign results in real-time
Create Great Customer Experiences Uncover opportunities to engage in real-time and adapt strategies and programs
Engage Employees Rally employees around customer experience
Highlight Marketing Success Create alignment on marketing priorities and results
Companies Are Looking to Transform Their Culture Move From Individual Team Objectives to Delighting the Customer
Mobile Marketing
Website Content
Paid Media
Email Marketing
“Drive app installs”
“Maximize web traffic”
“Grow our subscriber list”
“Drive awareness cost-efficiently”
Social Marketing
“Improve our share of voice”
Customer Service
“Resolve inquiries quickly”
Focus Every Team on the Customer and Executing the Journey
Mobile Marketing
Website Content
Social Marketing
Paid Media
IoTIoT
Companies Are Looking to Transform Their Culture
Email Marketing
Customer Service
thank y u