Future of marketing singapore keynote deck

Future of Marketing Singapore Now, any journey is possible Lee Hawksley SVP Marketing Cloud JAPAC lhawksley@salesforce.com 
 New Philanthropic Model 1-1-1 Model 1%
 Time 1.1M+ 1%
 Equity $100M+ 1%
 Product Service Hours Grants 26K+ Nonprofit Organisations $250M Donated Product pledge1percent.org The Rise of the Connected Customer Redefining customer engagement Cloud: real-time access Social: always-on engagement Mobile: apps for everything Data Science: 1:1 interactions The Customer Success Platform Succeed with your customers on every step of the customer success journey Platform Apps Multitenant Cloud Complete CRM Customer
 Success People Open Ecosystem CSMs Ignite ISVs SIs SP’s The Customer Success Platform Sales Service Marketing Apps Community Analytics The Blurring Lines of CRM Sales Service Marketing Apps Community Analytics The Salesforce Marketing Cloud The Future is All About the Customer Journey Connected experiences not commoditisation #1 “Customer experience has overtaken price and product as the key brand differentiator” Price Customer 2020 Product Customer Experience B2B Buyers are Connected Pressure on Sellers Learn Shift 1
 Self-guided customer learning CEB – The Challenger Sale Define needs 57% Assets Shift 2
 Consultant and procurement –led purchasing Options Make decisions Shift 3
 Good enough purchasing Result: The “1 of Problem” Systems of Record Customer Success Journey Predictive Intelligence: Personalization at Room & Board “Complete your room” journey Web Tagging
 Track anonymous and known web browsing behavior Predictive Algorithms
 Personalize product recommendations Native Content Blocks
 Drag and drop predictive content in Editor The Customer Success Journey Customer
 Success Ryan O’Donnell Head of Digital & eCommerce Jess Whittaker Salesforce Marketing Cloud The Customer Success Journey Customer
 Success Systems of Record Customer Success Journey Social Studio: Social Marketing Turn 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 Studio Connect your social interactions to CRM Social Studio Analyze
 Brand 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 The Customer Success Journey Customer
 Success Now, any journey is possible Within the first 24 hours after go-live the social customer service response time went from hour to less than 14 minutes! The first Salesforce Social Customer Service in Asia: Success! 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 We Want to Know You More! #MCFOM15 Social Media Prize We Want to Know You More! Survey Card Gift Bag Thank you [...]... with 1:1 Journeys Offline onboarding of anonymous users Customer
 Success Automated, online & mobile onboarding of known users Systems of Record Customer Success Journey Journey Builder: 1:1 Customer Journeys at Mattel Powering 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 ... 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 Utility Putting 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 Customer
 Success Ads Web Email Mobile Social Group Messaging... Facebook & Twitter Ads
 Securely reach real audiences across devices Integrated with Journey Builder
 1:1 interactions across devices Display Ad Networks
 Take your audiences anywhere Derek Laney Head of Product Marketing, Asia Pacific The Customer Success Journey Customer
 Success The Customer Success Journey Customer
 Success L’Oreal Film Beauty Advisor Reimagined Makeup Genius is a Beauty Advisor in Your ... Marketing Apps Community Analytics The Blurring Lines of CRM Sales Service Marketing Apps Community Analytics The Salesforce Marketing Cloud The Future is All About the Customer Journey Connected... Success Onboard Customers with 1:1 Journeys Offline onboarding of anonymous users Customer
 Success Automated, online & mobile onboarding of known users Systems of Record Customer Success Journey Journey... O’Donnell Head of Digital & eCommerce Jess Whittaker Salesforce Marketing Cloud The Customer Success Journey Customer
 Success Systems of Record Customer Success Journey Social Studio: Social Marketing