APAC Webinar Connecting Marketing, Sales and Service Clouds (August 24, 2016)
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Transcript of APAC Webinar Connecting Marketing, Sales and Service Clouds (August 24, 2016)
Connecting Marketing, Sales and ServiceMarketing Cloud Connect & Marketing Cloud LightningAPAC Partner Webinar
Karalee SlaytonPrincipal Product Marketing Manager
Safe Harbor
Safe harbor 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.
The Customer Experience Across the Organization
Customer Journeys Connect Sales, Service, & Marketing
Single Customer View Personalize Digital Marketing with CRM Data.
Platform CompatibleData integration across Marketing, sales and service.
Journeys Across the OrganizationJourneys across Sales, Service, and Marketing.
Social
AdvertisingWebsite
Mobile
Devices
Connecting Across the Salesforce Customer Success Platform
Integrated Data
Shared Platform Services
Continuous Innovation
Understand how contacts, and leads are interacting with your messaging, creating a full history for every individual and every campaign
Personalize Marketing The Power of Marketing Cloud inside Salesforce
Integrated Data
Shared Platform Services
Continuous Innovation
PHH Provides Consistent Email Design for AdvisorsImproved open rates of 30% have exceeded the industry average of 22%.Increased user adoption among mortgage advisors with easier execution and process management.Using Marketing Cloud’s tracking, PHH empowered mortgage advisors with access to results–whether an email was received, opened, or bounced–all within Salesforce Sales Cloud.
Sending Marketing Cloud Email from Sales or Service CloudDEMO email send flow directly in Sales Cloud
Integrated Data
Shared Platform Services
Continuous Innovation
Single View of the CustomerContinually Sync CRM Data into the Marketing Cloud
Select all the Salesforce data you want available in Marketing CloudINCLUDING CUSTOM OBJECTS
Continuous data refresh keeps the Marketing Cloud
up to date
Use all your Salesforce Data in any Marketing Cloud
application
Sierra Club Guides Memberships to Personal OpportunitiesCaptures user preferences across multiple channels and fosters member involvement site-wide
Automates individualized email campaigns highlighting relevant action items based on preferences
Drives member participation in a wide range of advocacy projects at both the local and national levels
Notified members in real-time that the State Department had rejected the Keystone XL pipeline and asked members to thank President Obama which resulted in more than 54,000 responses
Industry: Foundation Segment: CBU
Sierra is using Synchronized DEs a lot, we need to capture their story though, this use case did not capture that product use case.
Synchronized Data SourcesDEMO Service + Sales data available directly in Marketing Cloud
Integrated Data
Shared Platform Services
Continuous Innovation
Specify the Sales and Service Cloud objects you want to watch, including
custom objects
React to changes to Sales and Service Cloud objects.
Create or update objects in Sales/Service Cloud
Events
Activities
Create 1-to-1 Customer Journeys Across the Customer Success Platform
Any Journey is Possible
Service Journeys
New Purchase Journeys
Product Adoption Journeys
HR or Employee Journeys
Sales Associate Journeys
Partner Journeys
Constituent Journeys
Patient Journeys
Student Journeys
Experiences across the organization
Customer Onboarding
How Salesforce Uses Marketing Cloud
Mobile App Onboarding
Employee Onboarding Journeys
B2B Journeys – B2C Journeys - Any Journey is Possible
Berkshire Hathaway Revolutionizes the New Hire Experience
“We are always looking at more efficient ways to better the traveler’s experience, and grow our global brand.”
Implemented internal journey to recruit and onboard new sales reps, connecting marketing, sales, and human resources
Leverages email and SMS to keep reps up-to-date on latest products and raining opportunities
Connects Marketing Cloud and Sales Cloud to automate the sales process using Journey Builder, saving sales teams 2-3 months of effort per year on ramp up
Brad Rutta, VP of Marketing, Berkshire Hathaway Travel Protection
“Real-time data is crucial to providing the right message at the right time.”
Needed solution for marketing, sales, and service collaboration to improve customer experience
Leverages Salesforce from the sales cycle to onboarding customers to service needs, creating a 360-degree view of customers
Sends personalized emails based on previous behavior and identified interests
Seeing increases in productivity and customer satisfaction
FLEETCOR Fuels Integrated Customer Journeys
Pamela Coan, Director of Customer Marketing, FLEETCOR
Journeys Across the OrganizationDEMO Marketing + Service + Sales
Introducing:Marketing Cloud Lightning
Karalee SlaytonPrincipal Product Marketing Manager
[email protected]@Karalee Slayton
1-to-1 Customer Journeys Across the Customer Success Platform
Lightning: Experience. Platform. Ecosystem.
Lightning Experience
A modern and intelligent user experience
that is consistent across devices
Lightning Platform
Quickly build and customize apps for desktops
and mobile devices with clicks, not code
Lightning Ecosystem
#1 Enterprise ecosystem with partner
Lightning Components, so you can quickly
build apps on the Lightning Platform
Marketing Cloud Lightning
Marketing Cloud + CRMPersonalize every moment with the Single View
Journeys for the Entire Customer ExperienceBuild and automate journeys across marketing, sales, service & beyond.
Lightning Experience (Coming Soon)Common identity, navigation and user interface
Lightning Components (Coming Soon)Pre-built and third party components
Run 1-to-1 Journeys on theCustomer Success Platform
NEW
Marketing Cloud Lightning Roadmap
Identity & Global Navigation
Create a more powerful cross-cloud customer experience with a unified
identity and navigational experience.
Native Marketing Cloud Lightning Components
Truly enable cross-cloud customer Journeys by connecting the power
and value of Marketing Cloud to the customer success platform.
Marketing Cloud Lightning Design Refresh
Delight Marketing Cloud customers and users with a completely
refreshed, modern and on brand UI built with the Lightning Design
System.
What’s Coming in the Near Future
Have a single way to represent a user across the Salesforce Clouds and provide that user with a single way to log in and access all of their Salesforce applications.
●Single identity across Marketing Cloud and other Salesforce Clouds
●Add users to any Cloud from one location
●Automatically determine which applications the customer has access to, regardless of Cloud
One Login. All Clouds.Salesforce Identity
Replace package with LightningAway from integrating “like a partner” to a native experience
Consistent ExperienceLightning send flow
consistent whether in MC or other clouds
Fuller Feature SetReduce the number of limitations inherent to an appexchange approach to include features like editing and preview.
Intuitive for all usersRebuilding on Lightning allows adoption of new
Email Studio content and send tools.
MC UX RefreshJourney Builder Interaction Example
thank y u
Questions?Reach out to [email protected]
for questions or input regarding this Session
Ask MC Product: Journey Builder Chatter Pagefor Journey Builder Specific Questions
Ask Marketing Cloud Lightning (Connect) SME Chatter Page for Cross-Cloud Marketing Cloud Connect Questions