Connecting Marketing, Sales and ServiceMarketing Cloud Connect & Marketing Cloud LightningAPAC Partner Webinar

Karalee SlaytonPrincipal Product Marketing Manager

kslayton@salesforce.com

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.

The Customer Experience Across the Organization

Customer Journeys Connect Sales, Service, & Marketing

Single Customer View Personalize Digital Marketing with CRM Data.

Platform CompatibleData integration across Marketing, sales and service.

Journeys Across the OrganizationJourneys across Sales, Service, and Marketing.

Email

Social

AdvertisingWebsite

Mobile

Devices

Connecting Across the Salesforce Customer Success Platform

Integrated Data

Shared Platform Services

Continuous Innovation

Understand how contacts, and leads are interacting with your messaging, creating a full history for every individual and every campaign

Personalize Marketing The Power of Marketing Cloud inside Salesforce

Integrated Data

Shared Platform Services

Continuous Innovation

PHH Provides Consistent Email Design for AdvisorsImproved open rates of 30% have exceeded the industry average of 22%.Increased user adoption among mortgage advisors with easier execution and process management.Using Marketing Cloud’s tracking, PHH empowered mortgage advisors with access to results–whether an email was received, opened, or bounced–all within Salesforce Sales Cloud.

Sending Marketing Cloud Email from Sales or Service CloudDEMO email send flow directly in Sales Cloud

Integrated Data

Shared Platform Services

Continuous Innovation

Single View of the CustomerContinually Sync CRM Data into the Marketing Cloud

Select all the Salesforce data you want available in Marketing CloudINCLUDING CUSTOM OBJECTS

Continuous data refresh keeps the Marketing Cloud

up to date

Use all your Salesforce Data in any Marketing Cloud

application

Sierra Club Guides Memberships to Personal OpportunitiesCaptures user preferences across multiple channels and fosters member involvement site-wide

Automates individualized email campaigns highlighting relevant action items based on preferences

Drives member participation in a wide range of advocacy projects at both the local and national levels

Notified members in real-time that the State Department had rejected the Keystone XL pipeline and asked members to thank President Obama which resulted in more than 54,000 responses

Industry: Foundation Segment: CBU

Sierra is using Synchronized DEs a lot, we need to capture their story though, this use case did not capture that product use case.

Synchronized Data SourcesDEMO Service + Sales data available directly in Marketing Cloud

Integrated Data

Shared Platform Services

Continuous Innovation

Specify the Sales and Service Cloud objects you want to watch, including

custom objects

React to changes to Sales and Service Cloud objects.

Create or update objects in Sales/Service Cloud

Events

Activities

Create 1-to-1 Customer Journeys Across the Customer Success Platform

Any Journey is Possible

Service Journeys

New Purchase Journeys

Product Adoption Journeys

HR or Employee Journeys

Sales Associate Journeys

Partner Journeys

Constituent Journeys

Patient Journeys

Student Journeys

Experiences across the organization

Customer Onboarding

How Salesforce Uses Marketing Cloud

Mobile App Onboarding

Employee Onboarding Journeys

B2B Journeys – B2C Journeys - Any Journey is Possible

Berkshire Hathaway Revolutionizes the New Hire Experience

“We are always looking at more efficient ways to better the traveler’s experience, and grow our global brand.”

Implemented internal journey to recruit and onboard new sales reps, connecting marketing, sales, and human resources

Leverages email and SMS to keep reps up-to-date on latest products and raining opportunities

Connects Marketing Cloud and Sales Cloud to automate the sales process using Journey Builder, saving sales teams 2-3 months of effort per year on ramp up

Brad Rutta, VP of Marketing, Berkshire Hathaway Travel Protection

“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

Journeys Across the OrganizationDEMO Marketing + Service + Sales

Introducing:Marketing Cloud Lightning

Karalee SlaytonPrincipal Product Marketing Manager

kslayton@salesforce.com@Karalee Slayton

1-to-1 Customer Journeys Across the Customer Success Platform

Lightning: Experience. Platform. Ecosystem.

Lightning Experience

A modern and intelligent user experience

that is consistent across devices

Lightning Platform

Quickly build and customize apps for desktops

and mobile devices with clicks, not code

Lightning Ecosystem

#1 Enterprise ecosystem with partner

Lightning Components, so you can quickly

build apps on the Lightning Platform

Marketing Cloud Lightning

Marketing Cloud + CRMPersonalize every moment with the Single View

Journeys for the Entire Customer ExperienceBuild and automate journeys across marketing, sales, service & beyond.

Lightning Experience (Coming Soon)Common identity, navigation and user interface

Lightning Components (Coming Soon)Pre-built and third party components

Run 1-to-1 Journeys on theCustomer Success Platform

NEW

Marketing Cloud Lightning Roadmap

Identity & Global Navigation

Create a more powerful cross-cloud customer experience with a unified

identity and navigational experience.

Native Marketing Cloud Lightning Components

Truly enable cross-cloud customer Journeys by connecting the power

and value of Marketing Cloud to the customer success platform.

Marketing Cloud Lightning Design Refresh

Delight Marketing Cloud customers and users with a completely

refreshed, modern and on brand UI built with the Lightning Design

System.

What’s Coming in the Near Future

Have a single way to represent a user across the Salesforce Clouds and provide that user with a single way to log in and access all of their Salesforce applications.

●Single identity across Marketing Cloud and other Salesforce Clouds

●Add users to any Cloud from one location

●Automatically determine which applications the customer has access to, regardless of Cloud

One Login. All Clouds.Salesforce Identity

Replace package with LightningAway from integrating “like a partner” to a native experience

Consistent ExperienceLightning send flow

consistent whether in MC or other clouds

Fuller Feature SetReduce the number of limitations inherent to an appexchange approach to include features like editing and preview.

Intuitive for all usersRebuilding on Lightning allows adoption of new

Email Studio content and send tools.

MC UX RefreshJourney Builder Interaction Example

thank y u

Questions?Reach out to kslayton@salesforce.com

for questions or input regarding this Session

Ask MC Product: Journey Builder Chatter Pagefor Journey Builder Specific Questions

Ask Marketing Cloud Lightning (Connect) SME Chatter Page for Cross-Cloud Marketing Cloud Connect Questions