Salesforce Marketing Cloud and the Customer Success Platform Liz Farrelly Product Marketing Manager liz.farrelly@salesforce.com

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Connect With Your Customers in a Whole New Way

SNA Terminal

Mainframe LAN / WAN

Client

Server

LAN /WAN

Client

Server

Thousands customer interactions

connected things Billions Trillions

LTE

Mobile

Cloud

Millions

Connect with your customers in a whole new way Become a Customer Company

Sales Service

Marketing

Community Apps

Analytics

Shared services across applications The Customer Success Platform

AP

Is

2,700+ Partner Apps

Open Ecosystem

Workflow Data & Objects Identity

Fast App Dev & Customization

Analytics Collaboration Mobile UI

Scalable Metadata Platform

Complete CRM

Trusted Multitenant Cloud

Analytics Community Marketing Service Sales Apps

The Lines are Blurring Between Marketing Sales & Service

Create 1:1 Customer Journeys with Marketing Cloud Make the Journey the Reward

Sales Service

Marketing

Community Apps

Contacts

Personalization

Content

Journeys

Social Ema

il

Mobile Web

Data

Transforming Customer Experience: From Moments to Journeys

Customer Experience Across Touchpoints

Product Marketing Online Retail Care

Customer Journey Experience

Average Customer Experience (Touchpoints)

Product Marketing Online Retail Care

Transforming Customer Experience: From Moments to Journeys

Overall Customer Journey Experience

Average Customer Experience (Touchpoints)

Average Customer Experience (Journey)

Customer Journey Experience

20% increase in customer satisfaction for companies

that manage the journey

How can you connect these experiences? How Can You Connect These Experiences?

Customer buys software

Contacts support with question

Tweets about her great experience

Shares advice in community group

Customer sent coupon for next purchase

Sales

Service

Community

Marketing

The Platform to Build 1:1 Customer Journeys

Engage Customers in Communities

Home Depot

 Community.homedepot.com

 With Salesforce Communities, we need to ensure customers have a fantastic experience, stay engaged, and build a thriving community.

Service is the New Marketing

Social Customer Care

•  One view of the customer across Social and Support

•  Manage Social Customer Service from a single platform with Knowledge and Communities

•  Provide context to your conversations with CRM and back-office data

KLM Leads the Industry on Social Customer Service  Part of $24B European airline  Volcano in Iceland stranded passengers in Europe  Social profiles used for KLM Surprise  Transparency on Twitter wait times

 Twitter and Facebook powered by Service Cloud  Ramped 20 agents to over 200  Reduced first call resolution rate to 1 hour  Tie social interactions to customer record

 

Create 360-degree View of All Your Customers & Prospects

 Largest tenant representation firm in the world

 Implemented single CRM platform across 58 offices

 With the joint power of Marketing Cloud and Saleforce CRM, Cresa has successfully integrated their marketing functions into the sales cycle

Cresa Commercial Real Estate

John Chase, Marketing Manager, Cresa

"We quickly discovered that the Marketing Cloud could easily integrate with our Sales Cloud and offer us the ability to measure and track our campaigns like never before—proving ROI."

MobilePush B2C SMS Available in the App Store

Salesforce1 Lightning B2B Force.com Avaiable in AppExchange

Customer Apps Create engaging customer-facing apps faster

Employee Apps Build powerful employee-facing apps faster

Build Apps Fast. Build Business Faster.

“Every year we’re looking to grow revenue by 100 percent, that’s why we need a platform that can grow with us.”

Zero Motorcycles Provides a Premium Experience with Salesforce1

Aaron Cheatham, Director of Customer Experience

Unified three disparate systems into a single Salesforce implementation

Improved communication, efficiency and scalability across all channels

Manage all dealer relationships, nurture leads and provide dealers with Digital Sales Aid

Industry: Automotive Segment: SMB

Create Connected Customer Journeys

Rich, Interactive Commerce & Sales Apps

Engaging Communities

Customer Mobile Apps

Amazing Service Everywhere

Communities Marketing

Sales

Service

Community

Marketing

Sales

Service

Customer Lifecycle Stage 1

e.g. Shorten the cycle & increase follow on

sales for related products

e.g. Define top 3 categories of interest

for each customer

e.g. Download our app, opt in for push

notifications

Customer Lifecycle Stage 2

Customer Lifecycle Stage 3

Where should you start? The Concept of Journey Mapping

Community

Marketing

Sales

Service

Apps

Thank you