Date post: | 02-Aug-2015 |
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How Salesforce Uses the Marketing Cloud
Gordon Evans, VP Product Marketing, @gordonevans Kelly McCaughey, Director, Accelerate, @kmccaughey Asma Stephan, Manager, Social Media Marketing, @asmageorge Dawn DeVirgilio, Senior Manager, Digital Communications @dawndevirgilio
In this session we’ll cover:
Using Journey Builder to drive Salesforce1 Mobile
Adoption
Using Social Studio for Listening, Publishing,
Engagement & Customer Care
Using the Marketing Cloud to drive
registrations and engagement for
Connections
1 2 3
Salesforce Adoption Manager The fastest way to turn your employees into Salesforce power users
Driving Salesforce1 Mobile App adoption through a personalized cross-channel customer journey to increase retention rates & loyalty
Three Unique Journeys | Download, Week 1 & Bring Back
Journey #1 | Download Salesforce1 Mobile App
Journey #2 | Week 1 with the Salesforce1 Mobile App
Day 1: Access Records Day 2: Take Action Day 3: Collaborate Day 4: Review Dashboards Day 5: Access Files
Journey #3 | Bring Users Back
2 days
Acq
uire
Onb
oard
Brin
g B
ack
16% Monthly Ac+ve Users
Salesforce Adoption Manager The fastest way to turn your employees into Salesforce power users
Enable Salesforce Adoption Manager Today!
In this session we’ll cover:
Using Journey Builder to drive Salesforce1 Mobile
Adoption
Using Social Studio for Listening, Publishing,
Engagement & Customer Care
Using the Marketing Cloud to drive
registrations and engagement for
Connections
1 2 3
Salesforce Social Publishing By the Numbers Corporate team: • 5 Primary Corporate channels
• Publish ~300 posts a month Company wide:
• 90+ Branded social channels
• Publish ~3,000 posts a month • All in Social Studio
Social & Content ❤ A Perfect Match We share resources that our audience finds helpful to build trust and brand affinity.
90K avg mentions
a month
Listening & engage
Who’s talking about Salesforce? WHO WHAT RESPONSE
Customers Ques+ons or feedback about the product, support issues.
Answer ques+ons or route to appropriate teams.
Influencers & Fans General feedback. Posi+ve engagement.
Employees News Sharing, “inside Salesforce” No engagement needed.
Media Outlets Ar+cles & news. Monitor. No engagement needed.
Other Nega+ve comments. Escalate, offer help whenever possible.
Support and Collaboration • Dedicated Support handle that sits
on the support team • 24/5 coverage • Robust channel that offers tips and
helpful resources
In this session we’ll cover:
Using Journey Builder to drive Salesforce1 Mobile
Adoption
Using Social Studio for Listening, Publishing,
Engagement & Customer Care
Using the Marketing Cloud to drive
registrations and engagement for
Connections
1 2 3
Abandoned Cart Leverage the best prac+ces for B2C and implement for a B2B Audience 46% Open Rate 15% Click Rate 31% Engagement Rate
3000 Mobile Push Opt Ins 4 ½ out of 5 Star Review
4000 Downloads of Mobile App 90% iOS 10% Android
Standard Push Beacon Push Geofence Push
Audience: CNX 2014 A\endees Standard SMS: Link to Mobile
App MMS: Video MMS Image
Email + Social Ads: Connections Promotions Goal: Register for CNX CTR: 1.03% CPC: $1.28
Goal: Register for CNX CTR: 1.18% CPC: $2.05
Email + Social Ads: Connections Registrations Goal: Add CNX to Calendar CTR: 3.59% CPC: $0.49
Goal: Download the Mobile App Gained +800 Opt-ins 2 weeks
Customized 1:1 Journeys Intelligent Email Messaging
Mobile Messaging Group Messaging
Social Advertising on Facebook and Twitter Social Media Management
Contact Management Opportunity Management
Reports and Dashboards Salesforce1 Mobile
Chatter
Tracking Registration with Sales Cloud
In this session we’ll cover:
Using Journey Builder to drive Salesforce1 Mobile
Adoption
Using Social Studio for Listening, Publishing,
Engagement & Customer Care
Using the Marketing Cloud to drive
registrations and engagement for
Connections
1 2 3
Take the after-session survey!
Take the Survey in the Connec+ons 2015
Mobile App
Join the Conversa+on!
#CNX15
$50 Starbucks Gic Card
Join Us For Dreamforce 2015 September 15-18, 2015 | San Francisco, CA
salesforce.com/dreamforce
Questions?