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The Journey is the Reward

The Journey is the Reward

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The Journey is the Reward

  1. 1. The Journey Is the Reward Marketing Excellence Event, Hamburg ​Bernd Wagner ​RVP EMEA Central, Marketing Cloud ​bernd.wagner@salesforce.com ​@BerndDWagner ​
  2. 2. 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.
  3. 3. Cloud Computing Driver, Catalyst & Evangelist Our Mission Mainframe Client/Server Today1960s 1980s Enterprise Cloud Computing No Hardware/Software Subscription Model Automatic Upgrades Constant Innovation
  4. 4. 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
  5. 5. Connect with Your Customers in a Whole New Way SNA Terminal Mainframe LAN / WAN Client Server LAN / WAN Client Server Thousands customer interactions connected thingsBillions Trillions LTE Mobile Cloud Millions
  6. 6. Click Facebook Ad Newsletter Sign-up Personalized Content Email Mobile Opt-inDownload App Contact Customer Support Evangelize on Facebook Support Issue Resolved First Purchase Across the Entire Customer Journey
  7. 7. *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
  8. 8. Behind Every Thing Is a Customer Become a Customer Company Sales Service Marketing CommunityApps Analytics
  9. 9. Thinking in Experiences Marketing Thought Leadership Keynote ​Dirk Kedrowitsch, Vorstand (COO), Publicis Pixelpark ​Sebastian Küpers, Director Planning, Publicis Pixelpark
  10. 10. Best Practice Beispiele ​Johannes Diebig, Marketing Leader salesforce Germany GmbH
  11. 11. Marketing Cloud in action Live Demonstration Christian von Vietinghoff, Manager Solution Engineering, salesforce.com
  12. 12. Marketing RoI und Effektivität erhöhen Panel Diskussion ​Sebastian Küpers, Director Planning, Publicis Pixelpark ​Johannes Diebig, Marketing Leader ​Christian von Vietinghoff, Manager Solution Engineering
  13. 13. Zusammenfassung ​Bernd Wagner, RVP EMEA Central, salesforce.com
  14. 14. Backup ​Bernd Wagner, RVP EMEA Central, salesforce.com
  15. 15. The Customer Journey Connects Discrete Interactions Acquire Onboard
  16. 16. First Purchase Engagement
  17. 17. But Today These Interactions Are Isolated Your BusinessYour Customers
  18. 18. How Can You Create 1:1 Customer Journeys? Personal Recommendations Personal Expertise Personal Service n et fli x AnonymousConsumer Transactions IdentifiableCustomer Journeys
  19. 19. 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?
  20. 20. Create a Contextual View of Your Customers
  21. 21. Track Where Your Customers Are in Their Journey
  22. 22. Engage with Your Customers as Individuals
  23. 23. Measure the Impact on Your Business
  24. 24. 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
  25. 25. 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
  26. 26. How Does It Work? Apps ConnectedApps ConnectedProducts ConnectedSpaces Content Asset Management Workflow & Approvals Versioning Channels Email SMS/MMS Push Notifications Social Advertising Web Experiences Group Messaging Journeys Maps Interactions Metrics Analytics Reporting Dashboards Web & Mobile Analytics Contacts Contact Management SegmentationTools Events and Triggers Predictive Intelligence

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