Future of Marketing - Sydney

Safe HarbourSafe harbour statement under the Private Securities Litigation Reform Act of 1995: 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.

Jeremy Smith VP Sales ANZ [email protected]

Future of Marketing Sydney Now, any journey is possible

mailto:[email protected]?subject=

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1M+Service Hours

$80M+Grants

24K+Nonprofit Organizations

sharethemodel.org

1% Time 1% Equity 1% Product

Celebrating 16 Years of Giving Back

http://sharethemodel.org

Who Killed Creativity

The Future of Marketing

Beyond the Whiteboard

Agenda

#mcfom15

The Rise of the Connected Customer

Systems of Intelligence

Social: always-on engagement

Mobile: apps for everything

Cloud: real-time access

Data Science: 1:1 interactions

Redefining customer engagement

The Customer Success PlatformSucceed with your customers on every step of the customer success journey

Ignite SP’sSIsCSMs ISVs

Open EcosystemPeople

Complete CRM Apps

Multitenant CloudPlatform

CustomerSuccess

The Customer Success Platform

SalesService

Marketing

Apps

Analytics

Community

SalesService

Marketing

Apps

Analytics

Community

The Blurring Lines of CRM

The Salesforce Marketing Cloud

Derek Laney Head of Product Marketing

The Future is All About the Customer JourneyConnected experiences not commoditisation

Price Product Customer Experience

#1“Customer experience has overtaken price and product as the key brand differentiator”

Customer 2020

57%

Shift 1Self-guided customer learning

Shift 2Consultant and procurement –led purchasing

Shift 3Good enough purchasing

Learn Define needs Assets OptionsMake

decisionsResult:

The “1 of 3 Problem”

CEB – The Challenger Sale

B2B Buyers are ConnectedPressure on Sellers

Its About Helping Not Just SellingNext Generation Internet Platforms are Experience Lead

Providing Genuine Brand UtilityPutting the customer in the content

Create Your Taste

Get The Look

Race Your Car

Complete Your Room

Engage at Every Step of the Customer Success Journey

CustomerSuccess

Apps Service CommunityAds Web Email Mobile Social Group Messaging

Sales

Simon Maizels Chief Information Officer

Love our customers

Be a business people love

Love our team

Give customers products they

love

Build shopping experiences people love

Cross-Channel Checklist: Mobile MessagingDiscover ways to: • Grow your mobile audience • Manage mobile data • Create relevant mobile messaging • Build customer journeys with mobile

Text “EBOOK” and your email address to “0428030701”

To download:

NEW E-BOOK

AcquisitionAwareness

Onboarding

Engagement

Advocacy

The Customer Success Journey

CustomerSuccess


CustomerSuccess

Stuart Coleman Senior Marketing Consultant

Increase Awareness with Personalized Advertising

Mass, impersonal media

Personalized media at scaleCustomer

Success

The Journey Starts Mobile

Print Radio TV Internet Mobile

4%

18%

11%

11%

37%

41%

24%

23%

24%

8%

25B+Opportunity in USA

Time Spent Ad Spent

Mobile

Social.com: Digital Advertising at McDonald’s“Create your taste” advertising

Reach real people across devices and networks from one platform

Easily create and test highly personalized and localized ads

Automate and optimize campaigns to ensure maximum ROI

Orchestrate advertising with email and other channels

Facebook & Twitter AdsSecurely reach real audiences across devices

Integrated with Journey Builder 1:1 interactions across devices

Introducing: Active AudiencesTrigger ads based on your CRM data

Display Ad NetworksTake your audiences anywhere


CustomerSuccess

L’Oreal Film

Beauty Advisor ReimaginedMakeup Genius is a Beauty Advisor in Your Pocket

Customer Journey

ShareOnboardAcquire Engage Try & Buy

Push notification

Real time try & buy

Content updateInstall


CustomerSuccess

Onboard Customers with 1:1 Journeys

Offline onboarding of anonymous users

Automated, online & mobile onboarding

of known usersCustomerSuccess

Systems of RecordCustomer Success Journey

Journey Builder: 1:1 Customer Journeys at MattelPowering connected experiences with mobile

Map the shopper and user journey

Drive mobile app downloads

Connect physical toy to digital experience

Drive adoption and use of toys

Introducing: Next Generation MobileBlend the physical and digital world

Mobile Engagement SDK Create connected customer experiences

SMS and MMSManage urgent and personalized messages

Group Messaging Connect on platforms like LINE and WeChat


CustomerSuccess

Engage Customers on Their Journey

Disconnected marketing

experiencesHolistic customer

relationshipCustomerSuccess

Lucy Brindley Mobile Specialist, Asia Pacific

Predictive Intelligence: Personalization at Room & Board“Complete your room” journey

Web TaggingTrack anonymous and known web browsing behavior

Predictive AlgorithmsPersonalize product recommendations

Native Content BlocksDrag and drop predictive content in Editor


CustomerSuccess

Kate Dezarnaulds Head of Partnerships

be real, be authentic listen, don’t just talk get your hands dirty connect the digital to the physical have a sense of humour

Social Studio: Social MarketingTurn every customer into an advocate

Start discussions with published content

Listen to all brand and product mentions

Participate in every relevant conversation

Solve customer service issues

Introducing: Next Generation Social StudioConnect your social interactions to CRM

Social Studio AnalyzeBrand and customer insights for every marketer

Visual Web Coverage Facebook Video, Instagram, and YouTube

Social Cases in Journey Builder Incorporate social care interactions into the customer journey


CustomerSuccess

Now, any journey is possible.

Taronga Zoo increases subscriber acquisition and offers Customers a discount in store with SMS and Email onboarding

“We believe that humans and animals can live together on this planet.”

Poster SMS

SMS 10% off

Email Shop

Zoo Members

International

Non MembersSales Cloud & Marketing Cloud Integrated

Australia’s oldest family owned winery Innovative adopter of Salesforce Marketing Cloud Utilised a social photo competition at WOMAdelaide

253% spike in Facebook likes 316% increase in FB engagement, shares and activity Post festival activity remained double that of pre-Festival

Yalumba utilises social to increase engagement

Relevant destination data dynamically populated in triggered ‘pre-boarding’ emails Custom server integration feeds data back into Salesforce Marketing Cloud for sophisticated email content

Greyhound Australia improves customer experience through emailCross sell campaign executed within 24 hours of making a booking

“We improved the entire travel experience; from pre-boarding to arrival at all client destinations…”Will Scully-Power, Managing Director - Datarati




Agenda

15-18 September 2015 San Francisco

Register today at dreamforce.com

Jeremy Smith VP Sales, ANZ




Agenda

Beyond The Whiteboard

The Journey Is The Reward

Harvard Business Review webinar, McKinsey & Co, September 2013

3 Very Important Questions

1. What Is The Art Of The Possible?

Where to be inspired...

Copy it’s about helping not just selling slide from Derek’s

slides

Where to be inspired…

Where to be inspired...

2. What Are Our Business Goals & Customer Value Proposition?

L’Oreal Business Strategy & Goals

Customer Value Proposition – My Story

One Potential Value Proposition

“We help educate our customers and provide an impeccable service, which creates brand advocates and great customer stories”

3. What Customer Interactions Will Help Deliver Your Value Message?

Mapping Moments That Matter

The Kiehl’s Future Customer Journey

The Path To Loyalty & Advocacy

In Store Sign Up. Provides email address in store in order to receive free samples.

Join Friends of Kiehl’s The Benefits

SIGN UP

Karli

[email protected]

2088



Welcome EmailReceives automated welcome emails.

Inbox

WELCOME KARLI,

Find the right products for you >

LJKTU67549!

20% OFF

You are subscribed to “Friends of Kiehl’s” we will send you special offers, new




Guided Preferences & Personalised Web Heads to the site and selects preferences in return for some help. Gets personalized web content

Karli 2088

Morris Public Relations

21/07/1976 Female

25%




Guided Preferences & Personalised WebPersonalised Web Heads to the site and selects preferences in return for some help. Gets personalized web content

Promotional EmailReceives a relevant email with the samples given

$

Social ShareShares some content to Facebook, drives friends to social sign up page. Receives a relevant email with the samples given

Inbox

Buy now. 2 day free delivery >

What are the benefits?

Don’t forget you receive free delivery and

Did you like the samples?




Guided Preferences & Personalised WebHeads to the site and selects preferences in return for some help. Gets personalized web content


E-Receipt & Delivery SMSEmail with recommendations & SMS notification about the delivery.

$

Social ShareReceives a relevant email with the samples given

Inbox

Moisturiser x 1: $39.95 Face scrub x 1: $29.95 Dermatitis x 1: $49.95 More Info

Congratulations Karli!

Recommended Products

ContaKiehlMessag

Hi Karli, your Kiehl’s products will be delivered today between 1pm-5pm.

Text Message Sen

100E 9:41







$


E-NewsletterInbox

We care about your skin

Download our app

More articles >

1. Top 10 skin tips from our experts







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E-Newsletter

Special OfferReceives a push notification driving herto David Jones.

Mailbox Inbox Edit1

Kiehl

Kiehl’sVIP Special Offers

Head into David Jones for ourwinter sale. Our experts are in

store now providing free

Book Now







$


E-NewsletterReceives a push notification driving to David Jones.

Special OfferReceives a push notification driving herto David Jones.

In Store ServiceReceives personalised

assistance in store based on history with Kiehl’s.

$

Contact edit Local Store

Store:David JonesSydney CityOpen Hours: Mon – Fri: 9-9

edit

First: KarliLast: Morris

Email: [email protected]

Phone: 0417 854 945 Address: Raglan Street City/State: Mosman Sydney Postcode: 2088

History Next Best Offers

Health:Itchy Scalp Dermatitis on hands

Purchased:None Dermo Cream

Men’s Shaving

Women’s Amino

KARLI SMITH

1. Inspiration 1. Alignment 1. The Journey

Peter Bradd CEO StartupAus

Customer Centric

Effectual

Scaled

Partnerships Exploration

StartupsA different approach to planning

Resources

Getting InvolvedPartnering with Australia’s startup community

External Internal Open

fishburners.com

peterbradd.com

tankstreamlabs.comsteveblank.comstartupweekend.org

http://tankstreamlabs.com

Gaia Grant Author: Who Killed Creativity

15-18 September 2015 San Francisco

Register today at dreamforce.com

Future of Marketing - Sydney

Technology

Transcript of Future of Marketing - Sydney