future of marketing - brisbane

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 Brisbane Now, any journey is possible

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$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

Glenn Broadhurst Head of E-Commerce

AcquisitionAwareness

Onboarding

Engagement

Advocacy

The Customer Success Journey

CustomerSuccess


CustomerSuccess

Jeremy Smith VP Sales, ANZ

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

Drive Advocacy with Connected Social Media

Siloed socialSocial native to

Marketing, Sales, and Service

CustomerSuccess

Eddie Cliff Social Specialist, Asia Pacific

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.




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 Is Our Business Strategy & 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”

What Customer Interactions Will Help Deliver Your Value Message?

Mapping Moments That Matter

Future 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 Receive A 20% Off Voucher

The Benefits Of Being Our Friend

SIGN UP

Karli

[email protected]

2088



Welcome EmailReceives automated welcome emails.

Inbox (1)

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 products and event information. Download our app now!




Guided Preferences & Personalised WebPersonalised 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%

Karli 2088

Morris Public Relations

21/07/1976 Female

25% 50%

Karli 3148

McDonald Public Relations

21/07/1978 Female

Educational content

Personalised content

Share On Social

Network

Wisdom Of The Crowd




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

Social ShareShares some content to Facebook, drives friends to social sign up page.

Friends of Kiehl’s

SIGN UP

Mandi

[email protected]

2000

20%

Friends of Kiehl’s




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 (1)

Buy now. 2 day free delivery >

What are the benefits?

Don’t forget you receive free delivery and 20% off your first purchase with your discount code.

Did you like the samples?






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

$

Social ShareReceives a relevant email with the samples given

Inbox (1)

Moisturiser x 1: $39.95 Face scrub x 1: $29.95 Dermatitis x 1: $49.95 Total: $119.85

More InfoContact

Congratulations Karli!

Recommended Products

ContactKiehl’sMessages

Hi Karli, your Kiehl’s products will be delivered today between 1pm-5pm. Download our app to see your loyalty status: http://bitly.com

Text Message Send

100%ET 9:41 AM







$


E-NewsletterReceives a push notification driving to David Jones.

Inbox (1)

We care about your skin

Download our app

More articles >

1. Top 10 skin tips from our experts 2. What is the sun doing to your skin?







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Special OfferReceives a push notification driving herto David Jones.

Mailbox Inbox Edit1

Kiehl’s

Kiehl’sVIP Special Offers

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

store now providing free consultations until 4pm.

Book Now







$



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 Sat – Sun: 10-5

edit

First: Karli Last: 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 Dry Skin

Purchased:None Dermo CreamMoisturiser

Men’s ShavingCream

Women’s AminoShampoo

KARLI SMITH

Affinity Graph

Favourites & Recommendations

Dry Skin Itchy Scalp Face Hair Mens

Women

Mobile App

Web

EMAIL

DermatologistSolution$91.00

Fig LeafMosituriser $40.00

KARLI SMITH

Stuart Coleman Regional Practice Lead, Marketing Consulting

How do you bring your customer journey to life

Completing the Journey MapBringing it to life

Start with the Lifecycle Stages

CustomerSuccess

Assessing ReadinessKey considerations for each lifecycle stage

Personas Behaviours TouchpointsMomentsGoals

Determine Priorities

AC

QU

IRE

– ON

BO

AR

D – E

NG

AG

E - R

ETA

IN

High

Low

Estim

ated

Bus

ines

s Val

ue

HighDifficulty to implement

LOW HANGING FRUIT DIFFERENTIATORS

BUILDING BLOCKS BEARS

Welcome Series – Lead Nurture

Social Capture

SMS – Email Capture

Web Capture Birthday

Post-Purchase

Appointment Notification

Reengagement

Win-Back Series

Shipping Confirmation

Triggered Seasonal based Email

Welcome Series – Purchaser

Abandoned Cart

Order Confirmation

Newsletter Wish List

Promotional

SMS Delivery Notification

MobilePush Messages

Auto Order Renew

Abandoned Browsed

Images, Colors, Position HTML vs Text

Personalization, Symbols, CTA Length, Words used

Wording Placement & Style

Type of content, Headlines, Placement of content Links, placement of social plug links, length of email

Day of send Time of the day

Ensure You Have a Test Plan (macro + micro)

DESIGN

SUBJECT LINES

CTA

CONTENT

TIMING

+

Create a Data Strategy

+

Your Data Drives Relevance

Build a RoadmapBe Realistic

+

Remember It’s a Journey

Gaia Grant Author: Who Killed Creativity

15-18 September 2015 San Francisco

Register today at dreamforce.com

future of marketing - brisbane

Technology

forwardlooking statements

public statements

statements of belief

statements of historical

new products

new releases

customer contracts

operating results