salesforce for retail vision and product roadmap

Lars RabeRVP, Customer Success

EMEA + APAC

Bringing Retailers Closer to Their Shoppers Since 1999

Unrivaled Scale in Retail CRM

Black FridayPowers

emails

2.5B

orders

3M

messages

36M

page views

600M

61MPredictions

Mobile

MainframeTerminal

ClientServer

Cloud

IoT

Social

AI

A Smarter, Faster, Connected World

75Bsmart things

100Kmainframes

10MPCs

mobile phones

6B 75Bsmart things

100Kmainframes

10MPCs

mobile phones

6B

The Age of the Shopper

IN A WHOLE NEW WAYConnect to shoppers

ConnectedStores

UnifiedCommerce

B2BCRM

Any ChannelService

ShopperApps

1-to-1Marketing

1-to-1Advertising

ConnectedCommunity

journeys span multiple channels80%

wantpersonalized offer79%

demand faster service56%

The Path-to-Purchase Will Never Be the Same

Retailers Behind in the Raceto win minds, hearts and wallets

86%retailers want a unified commerce

& customer platform

shoppers believe that retailers know who they are

4%

At Every Turn, Amazon is ThereDominating the battle for the shopper

55%of all product searches

How can retailers deliver a

connected shopping experience?

Connect to Your Shoppers in a Whole New Way

1-to-1Advertising

1-to-1Marketing

ShopperApps

Any ChannelService

ConnectedStores

UnifiedCommerce

B2BCRM

ConnectedCommunity

INTELLIGENT SHOPPER SUCCESS PLATFORM

The world’s most complete CRM for retailIntroducing the Intelligent Shopper Success Platform

Sales Service Marketing AnalyticsCommunity Apps Commerce IoT Quip AppExchange

force.com

HerokuComponent

Exchange

EinsteinPredictive Analytics

Machine & Deep Learning

NaturalLanguage Processing

Data Management Platform

CRM DataPOS & Store

Data

Lightning

Thunder

Applications

Platform

Data

Hannah EganProduct Marketing Manager

Supercharged service across stores and call centerEcco is a Trailblazer

Endless Aisle

Any Channel Service

Warren Siecke Kelly BlanchardKale CurranSarah Westfield+

Tailored service experiences across every engagement channelSuitsupply is a Trailblazer

+

Seamless Commerce

Conversational Service

Staying customer centric through digital transformationNew Balance is a Trailblazer +

Create Your OwnShoe App

Unified Commerce

Customer Community

Source: Black Diamond case study, October 2016.

Commerce Cloud

Comprehensive digital commerce

Integrated order management

AI-powered commerce

World’s #1 commerce app just got smarter

Revenue / Visitor

15%+

Source: Salesforce Customer Relationship Survey conducted 2014-2016, on 4,600+ customers randomly selected. Response sizes per question vary.

Community Cloud

Create smarter communities with Einstein

Build communities fast with Lightning components

Connect across devices

Rich, branded mobile experiences

World’s #1 Enterprise Cloud community platform just got smarter

Revenue Increase

25%+

Salesforce Platform#1 Platform for Trailblazers

Create smarter apps with Einstein

Build apps fast with clicks or code

Connect everyone with mobile apps

Easy and fun to learn with Trailheadtrailhead.com

5XFaster

the code12

Trailblazers in Action

Marketing Cloud

Commerce Cloud

App Cloud

Commerce Cloud

Community Cloud

Super Retail Group

Lars RabeRVP, Customer Success

EMEA + APAC

Our Commerce Path Forward

Trusted Platform

IntelligentExperiences

Unified Commerce

World’s#1 CRM for Retail

Security Scalability

Trust is our #1 Value

AvailabilityFully integrated with Salesforce securityHTTPs everywhere

2FA everywhere

Fault tolerant architecture99.99% uptime in 2016eCDN - DDoS protectionDisaster Recovery & Site

Switching

Gen 5 PODs (2x Faster)50% more POD capacity in 2017

4x faster caching performance and efficient compression algorithms

33% improvement in response time

Commerce Cloud Roadmap - Delivered

Facebook Dynamic Ads

Android Pay

Job Scheduler

Reports & Dashboard

ControlCenter

EinsteinCommerce

Insights

Einstein Predictive Sort (BETA)

Einstein Search

Recommendations

2017

Einstein Search Dictionaries

2018

Mobile-first Reference

Architecture

Commerce Cloud Roadmap - Still Coming


Reports & Dashboards

Job Scheduler

Android Pay

EinsteinCommerce

Insights


Einstein Search

Recommendations

2017


2018

Mobile-first Reference Architecture

ControlCenter

Commerce Cloud Roadmap – Intelligent Experiences



Job Scheduler

Android Pay

EinsteinCommerce

Insights


Einstein Search

Recommendations

2017


2018


Architecture

ControlCenter

Job Scheduler

Schedule and monitor recurring jobs for orders, inventory and products

Get accurate notifications for failed jobs

“Set-it-and-forget-it” tools save time for developers

Available globally


Retarget shoppers who have abandoned their cart

Manage Facebook Ads from the same place you manage your site

Increase conversion- particularly on mobile

Available globally

Control Center

Remotely start and stop site instances from one place

A new UI provides a better experience for site admins

Available globally Q3

Android Pay

Enable a frictionless checkout experience

Convert mobile traffic into sales

Easy integration with Commerce Cloud Digital

Available globally Q3

57%of traffic to retail sites comes from mobile*

*Salesforce Q2 Shopping Index


Track revenue, products, and promotions

Use advanced filters for customer type, site, products and channel

Get results for one or multiple sites

Available in NA, Q4 APAC availability

Mobile-first Reference Architecture

Out-of-the-box blueprint for site design

Foundation for building optimized mobile shopping experiences

Built-in best practices for improving mobile conversion

Easy customization by retailers, SIs and developers

Expected availability Q1 2018

Commerce Cloud Roadmap – Intelligent Experiences



Job Scheduler

Android Pay

EinsteinCommerce

Insights

Einstein Predictive Sort

(BETA)Einstein Search

Recommendations

2017


2018


Architecture

ControlCenter

Einstein Product Recommendations To Date

205Customers

Since 4/16 GA

579Sites Live

Since 4/16 GA

12%Incremental lift in

site revenue

24%% GMV touched by

sites live with PR-YTD

Numbers based on the period from 4/16 through 9/14

Einstein Commerce Insights

Visualize vast amounts of commerce data in an easy to use dashboard

Discover shopper behavior patterns

Plan store & site smarter with data driven insights

Available globally

Einstein Predictive Sort

Power personalized search and category page results

Show the best products first to drive mobile conversion

Easy to turn on using existing business tools

Available globally


Automatically discover gaps in search settings

Leverage platform commerce data to drive search synonyms

Easily enable in existing business tools

Available globally Q1 2018

Einstein Search Recommendations (Beta)

Personalize typeahead search

Promote product discovery for anonymous and authenticated shopper

Go live with a box check in search preferences

Beta available globally in Q1 2018

World’s #1 CRM for Retail

Intelligent Shopper Success PlatformConnect to your shoppers seamlessly from awareness to purchase to advocacy

Email & Mobile messaging

Advertising

Social media

Clienteling & store associate apps

Connected products

Communities

Service

Digital commerce

Purchase & Fulfillment

Awareness &Acquisition

Advocacy & Retention

INTELLIGENT SHOPPER SUCCESS PLATFORM

Shopper journeys

Commerce and Marketing

Connector Cartridge

Email TriggersData sync from Commerce Cloud to Marketing Cloud

Service for Commerce

360 degree view of the customerOrder capture from Service Cloud

Marketing for Commerce

Commerce triggered messaging

2017 2018

Our Product Path Forward

Commerce and Marketing

Connector Cartridge

Email TriggersData sync from Commerce Cloud to Marketing Cloud

2017

What is Available Today

Phase 1 – Available Now Controller-based SiteGenesis Integration

Transactional Emails

• Account Creation, Account Update; Password Change, Reset &

Locked; Contact Us, Send Certificate, Order Confirmation

Data Synchronization

• Catalog | Content | Order

• Customer

Partner Community

Customer Success Group

Dreamforce& World Tours

SuccessCommunity

Executive Programs

User Groups

Retail Practice

Trailhead2M badges earned

Nothing is More Important Than Customer Success

Schedule

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