Post on 16-Apr-2017
Building Profitable Relationships, Faster.
@JeremyWaite Head of Strategy, EMEA Salesforce Marketing Cloud
jeremy.waite@salesforce.com
Building Profitable Relationships. Faster.
UNKNOWN KNOWN 1 : Many Marketing 1 : 1 Customer Journeys
“77% of consumers don’t want a relationship with a brand.”
Business Challenges 2015 HARVARD BUSINESS REVIEW
“71% of clients would rather bank with digital pioneers like Google, Apple & Amazon.”
Wealth Report 2015 Salesforce Research
80% Executives Are Overwhelmed
There’s No Such Thing As… @Scobleizer
#BigData
5B Smartphones
by 2017
550M+ Social Networks, Blogs & Forums
(inc. Dark)
What is #BigData?
2.5 Quintillion
bytes of data every day
Social
Customer Purchase
Connected
Single View What Does It Look Like?
Sales
Service
Products
Marketing
Apps
Analytics
Communities
What if your was all connected?
Predict the Future.
“We need banking but we don’t need banks anymore.”
Bill Gates Co-Founder Microsoft
Disruptor Story My Recent Business Trip
Focused on Experiences Environment, Feeling, Context
Focused on Tasks A to B, Collect Money
Customer Experience Create More Value Than You Capture
Your Customer… How Do You Fair?
First account
Education funding
Car financing
Marriage
Property
Short term investing
Savings
Budgeting
Variable payments
Daily cash
Long term investing
Fixed transactions
Retirement planning
Wealth transition
Bill payments
Building a Customer Company Create More Value Than You Capture
• Unified customer view • Apps built disruptor fast
Cloud Mobile Profile Personal
• Connect the total lifecycle • Machine learning at scale
Big Data
Predictive
• Enriched profile • Employee productivity
Communities Sales Service Contextual
• Proactive insights flow to everyone
Analytics Journeys Flow
Proactive
Building a Customer Company Create More Value Than You Capture
Real-‐Time Events
Rich Contextual Data
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Analyse
Compute The Perfect Response
Deliver The Precise ac<on Proac<vely and In Context
Building a Customer Company Respond on their preferred channel
“Technology is nothing. What’s important is that you have faith in people, that they’re basically good and smart, and if you give them tools, they’ll do wonderful things with them.”
Steve Jobs Apple, NeXT, Pixar
00:22 00:22
Companies are no longer competing against each other. They are competing against speed.
Marc Benioff Salesforce
thank y u
Questions?
“You can’t purchase loyalty”.
Frank Underwood
“If we can keep our competitors focused on us while we stay focused on the customer, ultimately we’ll turn out all right.”
Jeff Bezos Founder & CEO Amazon.com
thank y u