Marketing Cloud: Turn Connections into Customers for Life

Eric Dufresne Customer Success Director

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, 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 products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, 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., inc. assumes no obligation and does not intend to update these forward-looking statements.

Global Leader in Enterprise Cloud Computing

Growth/Revenue Leader

Industry Leader #1 World’s Most
Innovative Company (Forbes)

$3 Billion
Revenue (expected FY13)

37% Annual

#1 Enterprise Cloud
Computing (IDC)

56 Billion
Transactions per quarter

#1 Cloud CRM

Turn Insight Into Action With The Marketing Cloud

Your Customer

Social Media Has Changed Marketing Forever
The Largest Shift in 60 Years

Old Way
Unsolicited One to many Untargeted Static

New Way
Engaging Transparent Targeted Real Time

People Are No Longer Faceless Data

Residential addresses

Cell phone numbers

Email addresses

Cookies that expire in 30 days

People Are PEOPLE
And Are More Connected Than Ever

Enormous Opportunity: Listen in real time Build & engage connections Turn insight into action Be more targeted than ever

Most Companies’ Social Marketing Efforts Are Ineffective

No Social Foundation

Lack Compelling Content

Not Integrated to Sales & Service

Unclear ROI

Ineffective Social Marketing

Brand Conversations Daily

of CMOs overwhelmed creating fresh content

of CMOs find it hard to link social to sales

of CMOs uncertain about social ROI

Sources: Twitter Chief Marketer 2012 Social Marketing Study IBM from stretched to strengthened

Proven Leader in Social Marketing

Strong Momentum

Market Leadership
#1 Forrester Wave Leader Gartner Magic Quadrant

Customer Success

55% of Fortune 100 8 of 10 Largest Advertisers Thousands of customers

Engagement & Analytics

CMO’s landscape is complicated








Increase Social Marketing Effectiveness

Listen at Scale Publish, Engage & Advertise Globally Integrate with Sales & Service Measure Impact Improved Campaign Effectiveness

Improved brand monitoring

Increase in shares

Decreased Customer Service Costs

More Likely to Buy

Source: Radian6 Customer Relationship Survey conducted December 2011, by an independent third-party, MarketTools Inc., on 800+ customers randomly selected. Forester: The Facebook Factor

Dell Engages In Conversations Globally
View social as a means to connect in a dialog Built Social Media & Community University Track over 22k conversations daily, generating $6.5MM sales in 1st year.

Ford Builds A Network of Advocates
Created 1st Social Car Launch with Ford Explorer

Built Ford Social, a community for insider info & ideas
Empowered dealerships to publish, analyze & update social content #2 company for global social mentions

Symantec Protects the World’s Information
Automatically routes conversations to 7 key departments

Proprietary process for finding, classifying and responding
Reduced case response time by 75% with workflow

L’Oreal Drives Growth With Social
Increased revenue by $4K in 5K partner salons totaling $20MM
Created 21MM impressions and 2.2MM engagements Listening for conversations about salons, products & marketing

The Burberry Brand Has Gone Social

10,245,000+ Facebook fans
160,887 subscribers actively talking and responding 2,107+ empowered fans sharing the Spring/Summer 2012 collection
Excellent customer service @Burberry. Got a new customer for life! Lida I <3 my Burberry Body perfume I got for Christmas Krysta

Delighting Customers is Knowing Who They Are and What They “Like”

What do they “like”?

What are they saying?

Who is in their circles?

Where are they checking in?

What are they pinning?

Building the Single Customer View

Connecting and engaging social customer profiles Capturing personalized preferences, purchase history, and support cases Converting through information access across all channels Cultivating data into loyal customers

Social and Mobile Clienteling

MAJOR FEATURES Drill down to most important customers Tablet optimized product catalogue Instant stock lookup Access to full Burberry Website After Sales Care Real time dashboards

Clienteling: social profile
Clienteling Customer social media (twitter) feed (Radian 6, Service cloud case)

Group Collaboration: across different stores
Each Sales Associate can chat with his colleagues from other stores to share updates on the visit of a customer or get the latest news

Client Mobile Apps and Social Notifications

My Burberry a user-friendly and visually engaging user experience Account Details real-time editing Order Details real-time status updates Preferences opt-in and opt-out of notifications, event invitations, pre-collection Product Availability collect and reserve After Sale Service alterations, replacement parts, and product care

Social Marketing and Targeted Communities

In Store experience

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