future of marketing - sydney
TRANSCRIPT
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
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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
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
The Customer Success Journey
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
The Customer Success Journey
CustomerSuccess
The Customer Success Journey
CustomerSuccess
L’Oreal Film
Beauty Advisor ReimaginedMakeup Genius is a Beauty Advisor in Your Pocket
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
The Customer Success Journey
CustomerSuccess
The Customer Success Journey
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
The Customer Success Journey
CustomerSuccess
The Customer Success Journey
CustomerSuccess
Engage Customers on Their Journey
Disconnected marketing
experiencesHolistic customer
relationshipCustomerSuccess
Lucy Brindley Mobile Specialist, Asia Pacific
Systems of RecordCustomer Success Journey
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
The Customer Success Journey
CustomerSuccess
The Customer Success Journey
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
Systems of RecordCustomer Success Journey
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
The Customer Success 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
Who Killed Creativity
The Future of Marketing
Beyond the Whiteboard
Agenda
15-18 September 2015 San Francisco
Register today at dreamforce.com
Jeremy Smith VP Sales, ANZ
Who Killed Creativity
The Future of Marketing
Beyond the Whiteboard
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...
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
2088
The Path To Loyalty & Advocacy
In Store Sign Up. Provides email address in store in order to receive free samples.
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
The Path To Loyalty & Advocacy
In Store Sign Up. Provides email address in store in order to receive free samples.
Welcome EmailReceives automated welcome emails.
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%
The Path To Loyalty & Advocacy
In Store Sign Up. Provides email address in store in order to receive free samples.
Welcome EmailReceives automated welcome emails.
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?
The Path To Loyalty & Advocacy
In Store Sign Up. Provides email address in store in order to receive free samples.
Welcome EmailReceives automated welcome emails.
Guided Preferences & Personalised WebHeads to the site and selects preferences in return for some help. Gets personalized web content
Promotional EmailReceives a relevant email with the samples given
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
The Path To Loyalty & Advocacy
In Store Sign Up. Provides email address in store in order to receive free samples.
Welcome EmailReceives automated welcome emails.
Guided Preferences & Personalised WebHeads to the site and selects preferences in return for some help. Gets personalized web content
Promotional EmailReceives a relevant email with the samples given
E-Receipt & Delivery SMSEmail with recommendations & SMS notification about the delivery.
$
Social ShareReceives a relevant email with the samples given
E-NewsletterInbox
We care about your skin
Download our app
More articles >
1. Top 10 skin tips from our experts
The Path To Loyalty & Advocacy
In Store Sign Up. Provides email address in store in order to receive free samples.
Welcome EmailReceives automated welcome emails.
Guided Preferences & Personalised WebHeads to the site and selects preferences in return for some help. Gets personalized web content
Promotional EmailReceives a relevant email with the samples given
E-Receipt & Delivery SMSEmail with recommendations & SMS notification about the delivery.
$
Social ShareReceives a relevant email with the samples given
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
The Path To Loyalty & Advocacy
In Store Sign Up. Provides email address in store in order to receive free samples.
Welcome EmailReceives automated welcome emails.
Guided Preferences & Personalised WebHeads to the site and selects preferences in return for some help. Gets personalized web content
Promotional EmailReceives a relevant email with the samples given
E-Receipt & Delivery SMSEmail with recommendations & SMS notification about the delivery.
$
Social ShareReceives a relevant email with the samples given
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
Gaia Grant Author: Who Killed Creativity
15-18 September 2015 San Francisco
Register today at dreamforce.com