Marketing Cloud - Partner Office Hour (May 19, 2015)

Take Your Customers on a 1:1 Journey with Salesforce Marketing Cloud Email

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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

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

Click Facebook Ad

Newsletter Sign-up

Personalized Content Email

Mobile Opt-in Download App

Contact Customer Support

Evangelize on Facebook

Support Issue Resolved

First Purchase

Across the Entire Customer Journey

1/3

“Nearly a third of all online purchases begin with a click on an email.” – Forrester

$42

“For every $1 spent on email the return is $42.08” – DMA

Email the Foundation of the Customer Journey

81%

“81% of US online shoppers

are more likely to make additional purchases when email content is based on previous shopping behaviors and preferences” - Harris Interactive

25%

“Conversion from email

increases by 25% when content includes predictive product and content recommendations” - Salesforce Marketing Cloud

 Customer Engagement Grows with Each Stage of Email Usage

 Promotional

 Newsletters

 Coupons

 Event Notifications

 Loyalty Programs

 Targeted/Dynamic  Welcome Series

 Birthday Series

 Content Segmentation

 Personalized Content

 Triggered

 Receipts

 Shipping Confirmation

 Abandon Cart

 Travel Alerts

 Predictive

 Product Recommendations

 Content

Recommendations

 Predictive Offers

183B

“Over 183 Billion emails sent everyday” – Marketing Profs

416

“On average, consumers receive 416 commercial messages a month” - Return Path

97%

“At the end of 2014 - 97% of marketers say they will be using email to drive revenue” - Salesforce

But there is more Noise than Ever

Marketers Have Access to More Data than Ever

Web Time on Site

Browse Abandon Cart

Purchase

Point of Sale Product

Price When Where

Contextual Weather Location

Time

CRM Demographic

Loyalty Lifetime value

Channels Interactions

1. IBM, Big Data at the Speed of Business, 2014

of the world’s data created in

last 2 years

90 %

But Using Consumer Data to Personalize & Predict is Difficult

Don’t have access to contextual & real-

time customer data

Difficult to deliver 1:1 communications to every

customer across channels

Hard to connect interactions across the entire customer journey

Hard to integrate customer data from

multiple sources

Contacts Personalizatio

n

Journeys

Content

Email

Mobile Social

Web

Ads

The Leader in Email

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

Marketing Cloud Clear Leader in G2 Crowd Grid Highest scores in both customer satisfaction and market presence

Customer Success Stories

HauteLook Sends Millions of Emails a Day with Salesforce Marketing Cloud

“Data is the underpinning to everything we do here. As an ecommerce company,

we have an enormous amount of data. Salesforce Marketing Cloud is pivotal to

us being able to access that data”

- Catherine Wood, Director of Relationship Marketing HauteLook

Their daily flash sales emails are sent to 4 million subscribers every morning

They use predictive analytics & member preferences to craft the perfect 1:1 daily emails

Massive scale: 200 campaigns/month driven by a team of 3

“We create a seamless experience when a customer’s online behavior is reflected in their personalized messaging. That’s pretty powerful.”

Wanted to drive more revenue from email channel

Combined Predictive Intelligence from Web behavior with email to market to each unique individual

Listens to customer cues: purchases, preferences, site searches and abandoned cart

Increased click-through rates by 25-35% and increased sales conversion rates by 15-25%

The Journey from High Fashion to High Tech

Dasha Gastol, Digital Marketing Manager, Diesel

“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

A Powerful Email Platform

Email Core Services

Content Personalization Automation Contacts

Email

Content Tools

Manage your content across channels in the Marketing Cloud

Browse all of your content in one place

Tag all of your content for complete tracking and reporting

Content Canvas

2015 Q1

Content Tools

Enhanced HTML editor

•  Easy drag-and-drop interface

•  Intelligent HTML paste, like color coding and line numbers

•  Build & preview simultaneously

•  Build simply with content blocks

Currently integrated with Content Canvas and Email (All-channel integrations coming soon)

Content Builder

2015 Q1

Content Tools

Natively available in Content Builder

Personalize content in one or many channels

Consolidated creation canvas

Drag & drop tools for content and contact data

Dynamic, A/B Testing Content Blocks

2015 Q1

Content Tools

Scripted Content

2015 Q1

Content Tools

Enhancements to content specific AMPscript functions to work with Content Canvas

Introducing new supported language - “Guide Template Language (GTL)”

•  Used for creating personalized, dynamic, data-driven content

•  Based on Mustache and Handlebars.

{{#=each DailyDealsDE}} {{deailid}} {{dealname}} {{dealdate}} {{/each}}

{{#Person}} {{Name}}’s Cars {{#Car}} {{Year}} {{Make}} {{Model}} {{/Car}} {{^Car}} none {{/Car}} {{/Person}}

{{#Person}} {{.filter}}height == tall{{/filter}} {{/Person}}

Header & Footer Management

2015 Q2

Content Tools

Manage your own branding for Headers and Footers with your emails

Gives you control over all content appended to emails

Ensures consistency and compliance for all of your emails sent out of the Marketing Cloud

Update Job Links

2015 Q2

Content Tools

View all links for a sent email job

Mistakes happen….edit link post send

Users can edit any portion of the link that was entered in the original email

A Unified Experience

2015 Q4

New Email Creation Flow

New content creation tools allow you to create, edit, and test emails in one place

Use the single creation experience anywhere in the Marketing Cloud

Streamline your workflows

Enhanced previewing and testing capabilities

•  Subscriber level previews •  Test sends •  Controls to reduce risk •  Dynamic Content test - business rule

+ content view

Review & approve at the Asset and Message level

Prevent non-approved content from being sent

Collaborate with multiple teams of reviewers

Review dynamic messages at the subscriber level

Campaigns & Approvals

2016

Content Tools

Personalization Smarter Email Through Data Science

Predictive Decisions

2015 Q1

Smarter Email

Create new content, product, or banner recommendations in-line

Powered by Predictive Intelligence

Syncs automatically with your catalog and web data through PI Collect

Analyzes over 25 attributes to generate recommendation

Automation

Turn Campaigns into Journeys

2015 Q1

Email in Journey Builder

Drag and Drop interface makes building complex campaign logic easy (Decision Splits, Random Splits, Join Activities)

Entry Events and Goals automate the entry and exit of contacts based on their interactions

Use Entry Event API to add contacts to Journey’s from external sources (Web Site activity, purchases, Mobile App engagement, etc.)

Leverage your Data Through Automation

2015 Q1

Email in Automation Studio

Use Automation Studio to transform external and internal data sources into actionable segments of contacts

Manage a contact’s journey along the customer lifecycle by moving contacts between Journey Builder interactions.

Automate repetitive ETL and messaging tasks and leverage key automation platform features such as: scheduling, recurrence, notification and real time dashboard.

Email Send Activity

2015 Q2

Email in Journey Builder

Leverage the full capabilities of the Salesforce Marketing Cloud Email sending platform from within Journey Builder Create emails from within Journey Builder, using the latest Contact Builder tools and workflow.

Make changes to email content and send properties from within Journey Builder without stopping or pausing the interaction

Triggered Send Updates

2015 Q2

Email in Journey Builder

View queue of paused triggered send definition

Clear entire queue or individual entries

Export queue for offline analysis

Restart archived triggered sends

Email with Contacts

Data Management

2016

Email with Contacts

Establish a single view of customer data, identified by a Contact ID

Search entire content database & customer contact pages

Simplified data import and export

Update data extensions directly in the user interface

Unified Subscription Management across all Marketing Cloud

Profile Management

2016

Email with Contacts

Subscriber attributes available for content personalization

Enhanced Profile and Subscription Centers with forms through CloudPages

Thank you

Q&A

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