Download - Future of Marketing Singapore Keynote Deck
Lee Hawksley SVP Marketing Cloud JAPAC [email protected]
Future of Marketing Singapore Now, any journey is possible
1.1M+Service Hours
1%Time
$100M+Grants
1%Equity
26K+Nonprofit Organisations1%
Product
pledge1percent.org
New Philanthropic Model1-1-1 Model
$250MDonated Product
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 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
PurelyB Rethinks the Health JourneyDrives relevance through personalisation
Inspire, connect and support customers on their personal health journeys
Based on individual definitions of healthy
Using a wide variety of content
Products from a digital marketplace
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
Increase Awareness with Personalised Advertising
Mass, impersonal media
Personalised 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’sFacebook, Twitter and Linkedin Ad Platform
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
Customer Journey
ShareOnboardAcquire Engage Try & Buy
Push notification
Real time try & buy
Content updateInstall
Onboard Customers with 1:1 Journeys
Offline onboarding of anonymous users
Automated, online & mobile onboarding
of known usersCustomerSuccess
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
Engage Customers on Their Journey
Disconnected marketing
experiencesHolistic customer
relationshipCustomerSuccess
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
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
First telco to launch 4G nationwide across Indonesia 30 agents offering 24/7 social customer service Previously used excel and native social apps to manage social customer service
Pilot Service Cloud implementation with vision to roll-out to all Customer Services. Social channels include Facebook, Twitter, Email and Live Agent channels.
The first Salesforce Social Customer Service in Asia: Success!
Within the first 24 hours after go-live the social customer service response time went from 1 hour to less than 14 minutes!