the journey is the reward
TRANSCRIPT
The Journey Is the Reward Marketing Excellence Event, Hamburg
Bernd Wagner RVP EMEA Central, Marketing Cloud [email protected] @BerndDWagner
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Cloud Computing Driver, Catalyst & Evangelist
Our Mission
Mainframe Client/Server
Today 1960s 1980s
Enterprise Cloud Computing
No Hardware/Software
Subscription Model
Automatic Upgrades
Constant Innovation
World’s #1 CRM company
World’s most admired software company
World’s most innovative company
Celebrating 15 Years of Customer Success
4TH YEAR IN A ROW! 2011 • 2012 • 2013 • 2014
#1 most admired
in software
#7 best company
to work for
Marketing Cloud
Connect with Your Customers in a Whole New Way
SNA
Terminal
Mainframe LAN / WAN
Client
Server
LAN / WAN
Client
Server
Thousands customer interactions
connected things Billions Trillions
LTE
Mobile
Cloud
Millions
Click
Facebook Ad
Newsletter Sign-up
Personalized
Content Email
Mobile Opt-in Download App
Contact Customer
Support
Evangelize on
Support Issue
Resolved
First Purchase
Across the Entire Customer Journey
*Transforming Customer Experience: From Moments to Journeys, 2013
Journeys are strongly
correlated with business outcomes.
+36%
Customer
satisfaction
+19%
Likely to
stay/renew
+28%
Willingness to
recommend
+33%
Less likely to
cancel/churn
Behind Every Thing Is a Customer
Become a Customer Company
Sales Service
Marketing
Community Apps
Analytics
Thinking in Experiences Marketing Thought Leadership Keynote
Dirk Kedrowitsch, Vorstand (COO), Publicis Pixelpark Sebastian Küpers, Director Planning, Publicis Pixelpark
Best Practice Beispiele
Johannes Diebig, Marketing Leader salesforce Germany GmbH
Marketing Cloud in action Live Demonstration
Christian von Vietinghoff, Manager Solution Engineering, salesforce.com
Marketing RoI und Effektivität erhöhen Panel Diskussion
Sebastian Küpers, Director Planning, Publicis Pixelpark Johannes Diebig, Marketing Leader Christian von Vietinghoff, Manager Solution Engineering
Zusammenfassung
Bernd Wagner, RVP EMEA Central, salesforce.com
Backup
Bernd Wagner, RVP EMEA Central, salesforce.com
The Customer Journey Connects Discrete Interactions
Acquire
Onboard
First Purchase
Engagement
But Today These Interactions Are Isolated
Your Business Your Customers
How Can You Create 1:1 Customer Journeys?
Personal Recommendations
Personal Expertise
Personal Service
n
et
fli
x
Anonymous Consumer Transactions
Identifiable Customer Journeys
Four Questions
Do you know who your
customers are?
Where are they
in their journey?
Are you engaging
and moving them
along the journey?
Are you measuring
the impact on your
business goals?
Create a Contextual View of Your Customers
Track Where Your Customers Are in Their Journey
Engage with Your Customers as Individuals
Measure the Impact on Your Business
Marketing Cloud The Platform for 1:1 Customer Journeys
Build a single view of the customer
Plan and optimize the customer journey
Deliver personalized content across every channel and device
Measure the impact on your business
Journeys Contacts Content Channels Analytics Apps
Powering Success in Every Industry
Technology Financial Services
& Insurance
3.1B API calls
in a month
100TB stored by a
single customer
21B messages sent
in a month
99.96% product uptime
Travel &
Hospitality
Internet
& eCommerce
™
Retail/CPG Communications
& Media
How Does It Work?
Apps
Connected Apps
Connected Products
Connected Spaces
Content
Asset Management
Workflow & Approvals
Versioning
Channels
SMS/MMS
Push Notifications
Social
Advertising
Web Experiences
Group Messaging
Journeys
Maps
Interactions
Metrics
Analytics
Reporting
Dashboards
Web & Mobile Analytics
Contacts
Contact Management
Segmentation Tools
Events and
Triggers
Predictive Intelligence