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Where Will Connected Customers Go in 2016?
@jeremywaite
#FOM15
Jeremy Waite Head of Digital Strategy, EMEA @JeremyWaite [email protected]
Building Loyal Relationships, Faster.
Apps Analytics Community Marketing Service Sales
Connect To Your Customers In A Whole New Way Customer Success Platform
Introducing the Salesforce Customer Success Platform
Helping Your Customers Love You
80% EXECUTIVES ARE
OVERWHELMED. “
”
75% EXECUTIVES ARE
EMOTIONAL. “
”
UNKNOWN KNOWN 1 : Many Marketing 1 : 1 Customer Journeys
We Need To Build Loyal Relationships, Faster.
Customers Are On A Journey “90% of the consumer buying journey now crosses 5 channels”. Google
MARKETING IS NO LONGER ABOUT THE
STUFF YOU “
BUT THE
”
MAKE STORIES YOU TELL. SETHGODIN
15 Years of Storytelling & Technology Shifts
COMPANIES ARE NO LONGER
COMPETING “
AGAINST EACH OTHER,
” SPEED.
MARCBENIOFF
THEY ARE COMPETING AGAINST
There’s No Such Thing As… @Scobleizer
#BigData
Monitoring Customer Journeys Building A Customer Company in Real-Time
Real-Time Events
Rich Contextual Data
101110110001000111110100101010101100001001011011100010000100010001101110110001000111110100101010101100001001011011100010000100010001101110110001000111110100101010101100001001011011100010000100010001
Analyse
Compute The Perfect Response
Deliver The Precise action Proactively and In Context
EVERYBODY LOVES YOU UNTIL YOU BECOME THE
COMPETITION. “
”
77% OF CONSUMERS DON’T WANT A
RELATIONSHIP “
WITH A BRAND. ”
Building Loyalty “It took over ten years of trying to be an overnight success”. @Biz
Image: @JeremyWaite | Data: Loyalty Effect by Fred Reichheld
Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10 Year 11 Year 12 Year 13 Year 14 Year 0
CO
MPA
NY
A
CO
MPA
NY
B
x2
YOU CAN’T PURCHASE
LOYALTY. “
”
WHO • WHAT • WHY • WHERE • WHEN
TECHNOLOGY IS
NOTHING. “
WHAT’S IMPORTANT IS THAT YOU
”
WONDERFUL STEVEJOBS
HAVE FAITH IN PEOPLE, THAT THEY’RE BASICALLY GOOD AND SMART, AND IF YOU GIVE THEM TOOLS, THEY’LL DO SOMETHING
WITH THEM.
The One Sentence Business Model
I’m going to do ,
to make better,
as measured by ,
and is worth .
Created by @JeremyWaite
THE GOAL IN BUSINESS IS NOT TO
SELL “
”
BELIEVE
SIMONSINEK
NEED WHAT YOU HAVE, BUT TO WORK WITH PEOPLE WHO
WHAT YOU BELIEVE.
TO PEOPLE WHO
thank y u
@JEREMYWAITE | @SALESFORCE | C4 ROOM 14
