As an email marketer, you have built a high-performing email program and you want to keep driving improvement. In this session, Salesforce will share tactics for how you can improve the results of your email program to move beyond marketing by utilizing your most valuable resource, first-party data. Raise your email marketing performance by leveraging data, artificial intelligence, and advertising to increase engagement and take your marketing to new heights.

1. Using Email Data to
Connect with your
Customers
@bblakemiller
​Blake Miller
​Director, Product Marketing

2. Forward Looking Statements
​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.

3. State of the Connected Customer Overview
Connect With Your Customers in a Whole New Way
Today’s Agenda

4. Information-Savvy Customers Now Control the Marketplace
Percentage of Consumers Who Strongly Agree or Agree with Each Statement
​Tech has made it easier than
ever before to take my business
elsewhere
​I feel significantly more
empowered as a consumer than I
did five years ago
​Tech is redefining my
behavior as a
customer
Source: Salesforce: State of the Connected Customer

5. The Culture of Immediacy Drives Mobile First Expectations
​
Smartphones have become
ubiquitous for the modern-day
customer.
​of consumers expect
companies to respond and
interact with them in real time.
​64%
B
B
Source: Salesforce: State of the Connected Customer

6. Customers Want to Be Treated Like People, Not Numbers
​Of consumers say they’re extremely
or somewhat likely to switch brands
If they feel like they’re treated like a
number rather than an individual
​66%
Banking Healthcare Travel Agent
Source: Salesforce: State of the Connected Customer

7. Smarter Use of Information Expands Opportunities
Percentage of Consumers Who Say It’s Absolutely Critical or
Very Important to Interact with a Salesperson Who. . .
​Doesn’t try to sell them
products they don’t need
​Is focused on helping achieve
their needs, not just on making a
quick sale
​Is available when they need
them
​Treats them as a valued
customer
​Understands their preferences or
needs
Source: Salesforce: State of the Connected Customer

8. Fast, Personal Service is Directly Linked to Customer Loyalty
Your Company Your Customers
BillionsThousands
This week is wide open.
Great - I need to see
someone today
of Calls of Messages

9. Connect with
your Customers
in a Whole New Way

10. Email Data is the Key to Success
The email address is the key to
connecting digital channels
Learn from campaign history and
leverage subscriber data

11. Email Across the Entire Customer Journey
Connect to your customers
in a whole new way
Advocate
Engage
Awareness
Onboard
Acquire

12. Calamos Video

13. Deliver Consistency Across Channels
Manage urgent and
personalized
messages
Driver user
engagement with
your app
Use geolocation to
trigger mobile
experiences

14. Use Advertising as a 1-to-1 Channel
Customer acquisition
with lookalikes
Re-engage inactive
customers with ads
Extend the reach of
email with ads

15. Put Customers at the Center of Your Business

16. Embrace the Culture of Immediacy
Tracks food
and activity
Member
engages with
the program
online
Coaching
SMS
Mobile
onboarding
assessment
Engagement
email

17. Don’t Fear Disruption — Become a Disruptor
Personal Recommendations
Personal Expertise
Personal Service
n
et
fli
x
Anonymous Consumer
Transactions
Identifiable Customer
Journeys

18. Thank Y u