Salesforce - Retail Re-personalised

Shelley Bransten Senior Vice President, Retail, Salesforce Industries [email protected]

Retail Re-personalised Transforming the Retail Customer Experience

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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.

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Our Commitment to Industries

Financial Services

Manufacturing & Consumer Goods

Comms & Media Government

Healthcare & Life Sciences

Mobile Social Data Science Cloud

Automotive

Retail

Every Brand Wants to Get Closer to Their Customers

 Food & Drug

 Quick Service Restaurants  Disruptors

 Department Stores

 Specialty  Luxury We need as “Disruptors” Segment

and include: The Chapar, Ocado, Hautelook, One Kings Lane, Instacart,Net-a-Porter

 Mass Merchants

Know Me. Make It Easy for Me.

Digital Raises The Bar on Shopper Expectations

Digital has changed behavior and raised expectations

Instacart shoule be Ocado

Fix animation

Employees Are Customers, Too

Disrupt or Be Disrupted

New Business Models Renting vs Buying

New Engagement Models Digical revolution

New Industry Clockspeed More change in 3 years than 50

Retailers Must Connect with Shoppers in Whole New Ways

Personalisation Everywhere

Personalise every interaction across physical & digital

Super-charged Employees

Harness proven, popular social &

mobile tools

Lightning-fast Innovation

Quickly test & launch innovative ways

to execute

Retailers Have Invested in Systems of Record  Technology Designed for Operations, Not Engagement

Systems of Record eCommerce POS Inventory Supply Chain Merchandising

* Source: Pew Research, 2013

of in-store shoppers look for help

on a smartphone

72 %

Retailers Need Shopper-centric Systems of Engagement

Systems of Engagement Mobile Cloud Social

Data

Science

Systems of Record eCommerce POS Inventory Supply Chain Merchandising

Clienteling Personalised In-store Shopping

Service Personalised Service Everywhere

Analytics Real-time Shopper Insight

Connected Operations Social Associate Journeys

Apps Agile Retail Innovation

Marketing Personalised Shopper Journeys

The Shopper Success Platform  Connect to Customers in a Whole New Way, Personalise Retail

Retail Re-Personalised

Sam Middleton

Founder & CEO







The Customer Success Platform  Connect to Customers in a Whole New Way, Personalise Retail

Salesforce Delivers the Shopper Success Platform

Complete CRM

Analytics Community Marketing Service Sales Apps Cloud

Mobile

Social

Data Science

ERP

POS

MMS

eCommerce

MMS

HR

Connected IT Systems

Trusted Multitenant Cloud

Scalable Metadata Platform

Open Ecosystem

Shoppers Associates Marketers Store

Leaders Merchants

Connected Store Operations Clienteling

Retail Solutions

Sensor Integration Recruiting Employee

Development Scheduling Loyalty Management

Surveys & Reviews

Loyalty Management

Vendors HR

Clienteling: The Store Re-personalised  Mobile Connects Associates with Complete View of Shopper Journey

360° Shopper View

Mobile Sales

Product Insight

Guided Selling

FPO

Personal Service Everywhere  Connect Agents & Shoppers with 360° View of Everything

360° Shopper View

360° Price, Product, Process View

Self-Service

Social Engagement

Multi-channel Agent Console

Personalised Shopper Journeys at Scale  1:1 Alerts, Notifications, Content Triggered in Real-time by Shopper Journey

Email & Social Marketing

Mobile Marketing

Web Personalization

Guided Selling

Connected Retail Operations: Social Associate Journey  Connect Customers, Employees, & Suppliers in a Whole New Way

Onboarding and Learning

Task Management

Employee Communities

Shopper Communities

Supplier/Partner Communities

Analytics: Real-time Insight  Connect Decision Makers with Real-time Insight

FPO Personalized Content & Service

Dynamic Pricing

Localized Assortment & Experience

Optimized Store Operations & Sales

Apps: Agile Retail Innovation  Agile Development Platform to Connect in New Ways

Mobile Shopper Apps

Agile layer to ERP

Employee Apps

FPO

Demonstration Clienteling: The Store Re-personalised Rob Waller, Principal Solution Engineer Salesforce







The Shopper Success Platform  Connect to Customers in a Whole New Way, Personalise Retail

Thank you, London!

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Learn More! Come check out our demos at the Retail booth in the Cloud Expo.

Learn even more!! Check out salesforce.com/industries

3) Learn even more??--Check out salesforceindustries.com/retail or email me at [email protected]

Thank you