Where Will Connected Customers Go in 2016?

@jeremywaite

#FOM15

Jeremy Waite Head of Digital Strategy, EMEA @JeremyWaite Jeremy.Waite@Salesforce.com

Building Loyal Relationships, Faster.

Apps Analytics Community Marketing Service Sales

Connect To Your Customers In A Whole New Way Customer Success Platform

Introducing the Salesforce Customer Success Platform

Helping Your Customers Love You

80% EXECUTIVES ARE

OVERWHELMED. “

”

75% EXECUTIVES ARE

EMOTIONAL. “

”

UNKNOWN KNOWN 1 : Many Marketing 1 : 1 Customer Journeys

We Need To Build Loyal Relationships, Faster.

Customers Are On A Journey “90% of the consumer buying journey now crosses 5 channels”. Google

MARKETING IS NO LONGER ABOUT THE

STUFF YOU “

BUT THE

”

MAKE STORIES YOU TELL. SETHGODIN

15 Years of Storytelling & Technology Shifts

COMPANIES ARE NO LONGER

COMPETING “

AGAINST EACH OTHER,

” SPEED.

MARCBENIOFF

THEY ARE COMPETING AGAINST

There’s No Such Thing As… @Scobleizer

#BigData

Monitoring Customer Journeys Building A Customer Company in Real-Time

Real-Time Events

Rich Contextual Data

101110110001000111110100101010101100001001011011100010000100010001101110110001000111110100101010101100001001011011100010000100010001101110110001000111110100101010101100001001011011100010000100010001

Analyse

Compute The Perfect Response

Deliver The Precise action Proactively and In Context

EVERYBODY LOVES YOU UNTIL YOU BECOME THE

COMPETITION. “

”

77% OF CONSUMERS DON’T WANT A

RELATIONSHIP “

WITH A BRAND. ”

Building Loyalty “It took over ten years of trying to be an overnight success”. @Biz

Image: @JeremyWaite | Data: Loyalty Effect by Fred Reichheld

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10 Year 11 Year 12 Year 13 Year 14 Year 0

CO

MPA

NY

A

CO

MPA

NY

B

x2

YOU CAN’T PURCHASE

LOYALTY. “

”

WHO • WHAT • WHY • WHERE • WHEN

TECHNOLOGY IS

NOTHING. “

WHAT’S IMPORTANT IS THAT YOU

”

WONDERFUL STEVEJOBS

HAVE FAITH IN PEOPLE, THAT THEY’RE BASICALLY GOOD AND SMART, AND IF YOU GIVE THEM TOOLS, THEY’LL DO SOMETHING

WITH THEM.

The One Sentence Business Model

I’m going to do ,

to make better,

as measured by ,

and is worth .

Created by @JeremyWaite

THE GOAL IN BUSINESS IS NOT TO

SELL “

”

BELIEVE

SIMONSINEK

NEED WHAT YOU HAVE, BUT TO WORK WITH PEOPLE WHO

WHAT YOU BELIEVE.

TO PEOPLE WHO

thank y u

@JEREMYWAITE | @SALESFORCE | C4 ROOM 14