Salesforce in leisure and hospitality

Get Ready for a New Kind of Customer Success Salesforce in Leisure and Hospitality Agenda ​8:30 – 9:00 – Registration ​9:00 – 9:10 – Welcome and Introductions ​9:10 – 9:30 – Salesforce within Leisure & Hospitality ​9:30 – 10:00 – Customer Journey ​10:00 – 10:30 – Customer Story – TravCorp ​10:30 – 11:00 – Roundtable discussion ​11:00 – Close and Networking Who Is Appirio ? Cloud & Crowd Strategy | Mobile Development | Technology Implementation | Systems Integration Management Consulting | Change Enablement More than 3.5 million users and 900 enterprises moved to the cloud Forward Looking Statements ​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 Recent Experience… Salesforce Overview Cloud Computing Revolution New Technology Model New Business Model New Philanthropic Model Mainframe 1960s Client/Server 1980s Cloud Today New Technology Model ​Multitenant cloud Fast innovation ​Scalable metadata platform Rapid customization ​Most trusted enterprise cloud Security | Availability | Performance 70% faster time to market World’s Most Trusted Enterprise Cloud Five elements of trust Trusted Security FY15 Availability Always on Availability Q2 Transactions 99.98% 234B Performance at Scale YoY Transaction Growth 79% Global Data Centers Global Data Centers 11 Enterprise Compliance Transactions/da y 3.5B New Business Model ​Focused on Customer Success ​Subscription pricing ​Customer Success Group ​Broad ecosystem and community 37% increase in customer revenue growth Marketing Cloud Lead Nurture programme PHONE CTQ WEB LEADS Take Ownership Opportunity CALL CENTRE Lead nurture LOST WON Google stages of travel Pre During Post Lead nurture – post booking creation Marketing Cloud Analytics What next? ​Social Studio – Social is at the heart of our business ​Website integration – driving customer journeys ​Call centre/web lead nurturing programme Social Studio - Radian Journey builder 1:1 customer journeys Summary: How did we it? ​Get senior exec buy in – it helps! ​Get the data right ​Move fast and break things ​Fail early ​Keep it simple ​Keep testing and stick to what works Next Steps… Upcoming Events – Dreamforce To You ​London • 3rd November • Kings Place • Register here ​Birmingham • 12th November • The Studio • Register here ​Manchester • 17th November • The Castlefield Rooms • Register here Roundtable Discussion We connect the dots one level at a time Organizations have the tools, but are failing thank y u [...]... and engagements to strengthen the pull of your brand 4 Service & Franchise Management 5 Service Upsell Maintaining standards and brand across service outlets Facility Management Auditing Sharing best Practice Selling the ‘extras’ that Addressing customer drive profit margin requests and complaints Raising offering awareness quickly Targeted marketing Single view of customer Service Development Multi... companies Leisure & Hospitality Experiences 1 Attract & Retain Target new clients by knowing their preferences, and then use and enrich these preferences to retain their custom 2 Customer Visibility Develop a 360 view of your customer and each touch point with your brand and services 3 Brand Strengthening In a market where customers can’t differentiate between services, develop unique services and engagements... hire now included in all bookings slide to view Push Message ET ​Relevant messaging delivered through the channel he’s indicated as a preference ​Ben slides through to the app giving him the option of booking on his tablet which he starts to do… ​…before unexpectedly having to abandon his browsing session… 5:41 pm Explore | Contact | Book | Destinati Facebook advertising ET ​Having left his booking half... Leisure & Hospitality What are we hearing in the industry It’s hard to keep customers coming back…too many alternatives We want to increase customer spend on site Maintaining standards across sites is a huge effort We don’t know our customers well enough How do we specifically target high value customers? How do we engage with our customers online and on mobile? Mobile Revolution ​Run your business from... - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected Response sizes per question vary A Toro Travel Customer Journey ​Jon Bland Salesforce Marketing Cloud Meet Ben ​36 years old ​Engaged ​No kids ​Works as an engineer ​Time poor At home browsing the web ​Looking for a winter break offering beach and sun Explore | Contact | Book | Destinatio ​Comes across... in the World Today Most innovative companies in the world 2013 • 2014 • 2015 2008 • 2009 • 2010 2011 • 2012 • 2013 2014 • 2015 2011 • 2012 2013 • 2014 2015 1.6B $ Q2 FY16 revenue 17K Employees Salesforce Customers are Our Strongest Advocates 93% 88% recommend Salesforce to others will continue to use Salesforce in the future Get Ready for a New Kind of Customer Success Salesforce in your industry Leisure. .. Marketing Community Analytics for Leisure & Hospitality How do I keep customers continually engaged with my brand? How do I drive conversations around my service? Engaging with Customers Delivers Success Faster deployment Increase in sales + 37 % Customer satisfaction + 45 % Customer retention Marketing ROI + 43 % + 45 + 55 % % Average Percentage Improvements Reported by Salesforce Customers Source: Salesforce. .. Help ​They send a personalised email to Ben tailored to his specific interests including the link to the app Get away this winter Ben, to a get tropical paradise away this winter to a Tropical Paradise Mobile follow up ​A few days later Ben receives a mobile follow up ​A link is provided to a mobile booking site He follows the link and clicks on the prompt to download the app Messages 59545 Ben, check... 9:41 AM Home Ben Meadows @StanMeadows @ToroTravel amazing holiday!!! ​A great opportunity for Toro Travel to recognise and respond and to build the relationship engendering loyalty and likely securing future business Toro Travel @ToroTravel Hi @BenMeadows, glad you’re having a brilliant time!! Timelines Notifications Messages Me Push Message ​Final stage of the customer cycle, push message to provide... half way through, Toro Travel now push Ben into an abandoned cart journey in order to re-engage 9:41 AM 100% Search News Feed Toro Travel Sponsored 5 minutes ago Holidays in the Bahamas ​Part of that journey includes the ability to target through social Book your winter break in the sun now 6 Likes Like Comment Share Mobile Twitter Post ​Ben loves his holiday and is happy to tweet from the beach directly ... your industry Leisure & Hospitality What are we hearing in the industry It’s hard to keep customers coming back…too many alternatives We want to increase customer spend on site Maintaining standards... brand Service & Franchise Management Service Upsell Maintaining standards and brand across service outlets Facility Management Auditing Sharing best Practice Selling the ‘extras’ that Addressing... 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