Customer Growth and Loyalty with the Marketing Cloud

2. Connect with Your Customers
in a Whole New Way
SNA
Termi
nal
Mainfra
me
LAN /
WAN
Client
Serve
r
LAN /
WAN
Clie
nt
Server
Thousands customer interactionsconnected things
Billions Trillions
LTE
Mobile
Cloud
Millions

3. Click
Facebook Ad
Newsletter Sign-
up
Personalized
Content Email
Mobile Opt-inDownload App
Contact
Customer
Support
Evangelize on
Facebook
Support Issue
Resolved
First Purchase
Every Customer Is on Their Own Unique Journey
Grouping, segmenting, and stereotyping is no longer enough

4. The Customer Journey Transcends Marketing
Email
Mobile
Web
Social
Advertising
Sales data
Service cases
IoT data
Communities
Apps
Analytics

5. Apps
Connected Apps
Connected
Products
Connected
Spaces
Content
Asset
Management
Workflow &
Approvals
Versioning
Channels
Email
SMS/MMS
Push
Notifications
Social
Advertising
Web Experiences
Group
Messaging
Journeys
Maps
Interactions
Metrics
Analytics
Reporting
Dashboards
Web & Mobile
Analytics
Contacts
Contact
Management
Segmentation
Tools
Events and
Triggers
Predictive
Intelligence
What is the Salesforce Marketing Cloud?
The Platform for 1:1 Customer Journeys

6. JOURNEY
BUILDER
EMAIL
STUDIO
MOBILE
STUDIO
SOCIAL
STUDIO
ADVERTISING
STUDIO
WEB
STUDIO
AUDIENCE
BUILDER
PERSONALIZATION
BUILDER
CONTENT
BUILDER
ANALYTICS
BUILDER

7. Automate Everything
Scale your marketing by automating
campaigns, data imports, exports, and even
reporting
Email Creation Flow
Build the way you want with modules,
customizable templates, or AMPscript
Email Send Flow
Automatically test, review, and validate
each subscriber
Mobile App
Run your marketing from your phone
Email Studio
Build powerful emails that deliver
results
NE
W
NE
W
NE
W

8. Mobile Studio
Real-time alerts and mobile
engagement
Send Unified, Time Sensitive
Messages
Deliver SMS, MMS, push, and group messages
Drive App Engagement
Trigger push notifications with journeys and
geofencing technology
Link Devices to Email Addresses
Know your customer everywhere
Predictive Mobile Apps
Offer intelligent mobile app experiences
NE
W
NE
W

9. Discover Actionable Marketing
Insight
Real-time customer, brand, and marketing
feedback
Plan and Execute Social
Campaigns
Across teams, brands, regions, and networks
Connect Social to Customer
Journeys
Trigger journeys, leads and cases, and target ads
from social interactions
Social Studio
Listen, analyze, engage, and publish
NE
W

10. Advertising Studio
Activate CRM data to personalize
advertising
Campaign Management
Run ads across Facebook, Instagram,
Twitter, LinkedIn, and mobile publishers
Lead Automation
Capture leads from Facebook directly into
Salesforce
Journey Builder Ads
Create and launch ads within journeys
Google Match
Reach customers on Google Search, Gmail,
and YouTube
0°0°

11. Web Studio
Create branded content for web and
apps
Build Landing Pages and
Microsites
Create content with a drag-and-drop editor,
without programming knowledge
Capture and Integrate Data
Collect user data from forms, enhancing the
personalization across other channels
Predict Recommendations
Understand behavior and preferences of new
visitors and repeat customers
Gain Insight
Analyze page views, click-through, and
conversion

12. Cross-Channel
Orchestration
Send email, SMS, MMS, push, group
messages, and display advertising
Journey Builder
Audiences
Leverage existing audiences to start a
journey
Journeys + Automation
Automation Studio now fully integrated
with Journey Builder
Journey Builder
Turn every campaign into a journey

14. Audience Builder
Manage contacts & create targeted
segments
Model Customer Data
Combine data from any source for a holistic
view
Sophisticated Segmentation
Create filters and segments with a drag-and-
drop interface
Marketing Cloud Lightning
Segment based on Sales, Service, and App
data
Predictive Audiences
Leverage predictive intelligence to identify the
contacts most likely to engage

15. Personalization Builder
Predict audience, product, and
content
Web Beacons
Track customer behavior and infer
preferences
Behavior-Based Triggers
Re-engage customers throughout the
journey
Predictive Recommendations
Personalize across channels using
algorithms
and business rules
Predictive Journeys
Deliver the optimal customer journey

16. Command Center
Showcase your marketing presence
Deliver Digital Insights
Track customer interactions, brand health,
and campaign results in real-time
Highlight the Voice of the
Customer
Visualize customer feedback for the entire
organization to see
Align Employees on Key Metrics
Focus teams on the success metrics for key
stages
of the customer experience

17. Run your marketing from your
phone
Mobile App
Mobile performance tracking
Manage journeys, emails, and automations
across multiple brands
Works across channels
Pause, resume, and cancel email
sends right from the app
iOS available today
Free to all customers across all
Marketing Cloud Editions

18. Integrated Across the Clouds
Create 1-to-1 journeys for The Customer Success Platform
Build Journeys for Every
Cloud
Sales journeys, service journeys,
any journey
Point and Click
Integration
Integrate in just a few clicks
Continuous Data Sync
Keep any standard or custom
objects synchronized with
Marketing Cloud
Email
Social
Advertising
Website
Mobile
Devices

19. How Can You Create 1:1 Customer Journeys?
Personal Recommendations
Personal Expertise
Personal Service
n
e
t
f
l
i
x
Anonymous Consumer
Transactions
Identifiable Customer
Journeys

20. Create a Strategy That Builds Lasting Connections with Customers
Experienced solution
consultants
Influence customers in
cross-channel, highly
authentic ways
Leverage data across the
entire customer lifecycle

21. Four Questions
Do you know who
your customers
are?
Where are they
in their journey?
Are you
engaging and
moving them
along the
journey?
Are you
measuring the
impact on your
business goals?

22. McDonald’s Drives Local Customer Connections on
Social
Rolled out unique Facebook pages to all 14,500 restaurants (biggest brand deployment on Facebook)
Share content with Marketing to engage the community and address customer satisfaction issues
Moving to supplement organic social campaigns with paid campaigns at the local level

23. “We are committed to
creating and optimizing
1-to-1 customer journeys.”
Analyze customer interactions in real-time
Deliver personalized content to each customer based off gameplay and download activity
Measured a 78% lift in engagement and a 50% increase in conversion
Sony Speaks to Each Customer Individually with Marketing
Cloud
Sabine Vanin, CRM Manager, Sony Playstation

24. Meaningful Customer
Connections via Social Listening
Gains Insight into Flight
Preferences
Optimizes Social
Promotions
1.3 MM Twitter Followers
and
2.7 MM Facebook Likes

25. QUESTIONS?

26. THANK YOU

27. Contact us!
w w w . d o b l e g r o u p . c o m
@doblegroup /doblegroup /+doblegroup
Company/doble-group-llc doblegroup /DobleGroup

28. Doble Group, LLC
D o b l e G r o u p , L L C i s a b o u t i q u e c o n s u l t i n g f i r m t h a t f o c u s e s o n i m p r o v i n g
c o m m e r c i a l b u s i n e s s r e s u l t s t h r o u g h C R M s o l u t i o n s a n d t h e a l i g n m e n t o f t h e
o r g a n i z a t i o n , i t s p r o c e s s e s a n d t e a m s f o r s u c c e s s . W e d e l i v e r o u r s e r v i c e s t h r o u g h
h i g h l y c u s t o m i z e d c o n s u l t i n g , t r a i n i n g a n d c o a c h i n g p r o g r a m s a n d t h e w o r l d ’ s # 1
C R M t e c h n o l o g i e s , S a l e s f o r c e .