Transforming Customer Data into Customer Journeys. Using Sales Cloud and Marketing Cloud to Personalize Every Interaction

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1 Transforming Customer Data into Customer Journeys Using Sales Cloud and Marketing Cloud to Personalize Every Interaction

2 Table of Contents Enable the Single View of the Customer 4 Facilitate Customer Journeys 6 Optimized with Content 8 Managing the Enterprise 10 2 Transforming Customer Data Into Customer Journeys exacttarget.com

3 From Twitter and Facebook, to s, texting, and the web, your customers are interacting with you in many ways.. And all along the way, you re collecting valuable information about them, and building extensive customer profiles with preferences, purchase history, and personal details, like birthdates and anniversaries. But how well are you using this information to build your customer relationships? Your customers want to be treated like unique individuals and one size fits all messages are not the most effective way to engage with your customers. It s more important than ever to develop real relationships with your customers. Chances are you have much of your customer information gathered neatly for the sales team in Salesforce. But how well is it being used? By defining and capturing your customer within Salesforce, you ve already done the heavy lifting. Now, you just need to make it easy to access that data and market to them in a way that tells them you know who they are, where they are, and the things that they care about: the products and services they re most interested in, the best offer to send them next, the information they need next, and more. And the only way you can do that is if you re leveraging customer data in your digital marketing campaigns to personalize every interaction you have with your customers. That s where the Salesforce Integration comes in: providing you with easy access to all of that data to create truly personalized messages for each and every customer whether you have 100 or 100 million. The Marketing Cloud empowers customers to send targeted, and highly personalized messages. With the Salesforce Integration, you can take all that information that you ve carefully curated in the Sales and Service Clouds, and automatically use it within the Marketing Cloud. There are 4 key ways that the Salesforce Integration helps you turn your customer data into customer journeys: Enable the Single View of the Customer Facilitate Customer Journeys Optimize with Content Manage the Enterprise exacttarget.com Transforming Customer Data Into Customer Journeys 3

4 Enable the Single View of the Customer If you re like most organizations, you may feel like you are drowning in a sea of customer data. You have multiple data sources, and one of the biggest challenges is to pull it together into a single view of your customer. The Salesforce Integration combines your CRM data and digital marketing data, so you can simplify data management, and link data directly to a contact record. When those data sources come together, you ve successfully defined your customer, providing marketing, sales and service with more valuable, relevant customer information. Then, when it comes time to market to them, you can show your customer that you know who they are and where they are, recognize the kinds of things they care about and the products or services they re most interested in, and communicate the next best offer or information to them. By leveraging your customer data and building a single view of the customer, you can reflect customer knowledge in everything you do, and easily build and deploy advanced, personalized digital marketing campaigns using your most current customer data. Now, Marketing, Sales and Service have a single view of the customer in Salesforce, including customer subscription preferences, activity around opens and clicks, and engagement data at the customer level. And with specific link performance, you can see exactly which links are the most popular, helping you determine which links to use in future messages. You can also drill down to the individual level, so that when a sales person calls a customer, they know exactly what the customer is most interested in based upon their activity. And real-time tracking information such as opens, bounces and click-throughs at both the individual and aggregate level, give you better visibility into emerging trends, enabling you to make better decisions, take quicker action, and focus on results, instead of spending your time manually pulling disparate data together. 4 Transforming Customer Data Into Customer Journeys exacttarget.com

5 Customer Highlight: DonorsChoose.org DonorsChoose.org is an online charity that gives people a simple and personal way to help students in need by donating to classroom projects posted by public schools and teachers from every corner of America. During past natural disasters, DonorsChoose.org sent s to community members asking for donations but timeliness greatly affected their ability to raise funds. When tornadoes destroyed many schools in Moore, Oklahoma, DonorsChoose wanted to rally the community, but this time they knew they needed to do it quickly. Within 10 minutes, they created a Salesforce report of previous high-value donors to target with a special donation request . With the Salesforce Integration they were able to send the Marketing Cloud to the Salesforce report with an easy click of the button. That single send resulted in $200,000 in donations, and 1,900 conversions. And the campaign as a whole helped raise over $2 Million for the community. Having that single view of their customer ahead of time allowed them to quickly react and rally the community with just a few simple steps. 5

6 Facilitate Customer Journeys Now that you have a single view of the customer through the Salesforce Integration, you have a wealth of information about your customers all in one place that you can now use to create engaging customer journeys. Think of the customer journey as a relationship between your customers and your brand in which you want to influence and migrate customers from one stage of their journey to the next. With the single view, you have customer profiles that allow you to know and understand the status of your customers relationship with you. You may have prospects that have never purchased a product from you, and you want to drive them to an initial purchase. Or, you may have customers that have purchased once from you before, and now you want to turn them into repeat purchasers. Or perhaps they were once frequent buyers, but they have now lapsed, and you need to re-engage them with unique offers and messages. You can imagine how these different stages in the journey need to be reflected in your marketing efforts along all the different points in that relationship. You don t want to market to a brand new customer the same way that you market to a long-time loyal customer; this approach simply won t resonate with them. The actions that you drive are all a part of your customer s journey with your organization, and each interaction should continue to build the customer relationship. While savvy marketers are using the vital customer information enabled by a single view to plan every stage of the potential customer journey and automate personalized messages to prospects and customers every step of the way, your Sales and Service organizations are now enabled as well. With the Salesforce Integration, Sales and Services reps can partake in the customer journey as well. Marketing can create branded templates that Sales and Service reps can access directly from within Salesforce to send to leads, contacts, reports, and campaigns. And with Dynamic Content, these templates can include local reps contact information and targeted images. Every step of the customers journey with your business can be planned, personalized and branded. 6 Transforming Customer Data Into Customer Journeys

7 Customer Highlight: One America One America, a financial services organization offering life insurance, annuities, and retirement planning, wanted to improve the critical onboarding stage of the customer journey for their new resellers. Using the Salesforce Integration, OneAmerica streamlined their new team member on-boarding process, saving both time and money Replacing their manual process with an automated and dynamic campaign became the cornerstone of their new data-driven onboarding experience. With the Salesforce Integration, the team was able to easily create custom drip campaigns based on interactions and product interests, and create a vastly improved process for on-boarding new team members. They experienced a 50% improvement in the time required for a new reseller to start selling. And with more than $21,000 in savings and over 200 employee hours saved, OneAmerica has seen tangible ROI, and anticipates even more to come. They ve been able to accomplish all of this by focusing on the on-boarding stage of their new resellers customer journey. The Power of for B2B OneAmerica is dedicated to protecting the future of its customers through trusted financial services and exceptional people. Based out of downtown Indianapolis, OneAmerica and its operating companies including The State Life Insurance Company set their sights on building trusted relationships with advisors and customers to deliver true value, and that s exactly what they re doing each and every day. Challenge The State Life Insurance Company, a OneAmerica company, needed a way to streamline the onboarding process for new producers (a financial professional who markets the company s products) and get them engaged more quickly. In the past, the company would mail new producers an extensive printed onboarding kit. These kits were costing the company $9 for each new producer so, as business boomed, the printed kits became an increasingly costly and resource-intensive onboarding tool. The State Life team knew there was a better way. Solution The State Life Insurance Company partnered with ExactTarget to set up an automated and dynamic campaign that could replace the printed onboarding kit. Each new producer received a welcome with critical information on OneAmerica; one week later they received an driving them to a landing page to select their product interests via a Smart Capture form; their product selections are then pushed to the company s salesforce.com database; and lastly, salesforce. com pushes a report to ExactTarget which triggers a custom drip campaign based on the producer s product interests. Meanwhile, the OneAmerica business development team also receives an automated with the producer s selections, so that they can reach out for a personal conversation. This new onboarding process still provides producers with critical information, but in a much more effective way. OneAmerica s new onboarding process provides critical information, but in a much more effective way. 7

8 Optimize With Content Now that you have a single view of the customer and know what customer journeys you want to power, it s time to start sending your customers . But you don t want to send them just any . You want to send them that resonates with them and gets them engaged. To accomplish this, you need to ensure that the right message goes to the right customer at the right time, and that they can view it with optimized content for whatever device they may be using. The Marketing Cloud gives you one place to store, search, edit, and personalize all of your content, making it easy to deliver relevant messages that are more likely to be opened and read. With the Salesforce Integration, you can send your customers targeted content based upon their specific preferences, as well as their unique point in the customer journey. By combining single view of the customer with the power of the customer journey, you may send dozens of variations of just one to thousands of customers, delivering a tailored experience to each and every one of them. But it doesn t stop there. You need to make sure your s look good from wherever your customers are viewing them - computer, tablet or mobile device. Understanding how and where your customers connect with you, and catering to that medium, is increasingly important, as is still growing as the preferred communication channel. s persistence is undeniable, and effectively rendering on mobile devices plays a huge role. This means your s need to look great wherever your customers see them. The Marketing Cloud s out-of-the-box mobile optimized templates let you create s that will automatically look good on any device. You supply your favorite content and images, and the Marketing Cloud s responsive templates will automatically determine how to expand or collapse that particular message ensuring you re optimizing both your content and its appearance. Bottom line: if you want to be where your customers are and truly engage them there, you can improve interaction and conversion rates by optimizing every step of the way. 8 Transforming Customer Data Into Customer Journeys

9 Customer Highlight: PHH Mortgage With the Salesforce Integration, PHH Mortgage is able to create marketing branded s that their mortgage advisors can access via Salesforce to send to their reports and contacts to help drive and personalize their customer journey! And with the Marketing Cloud s dynamic content features, PHH Mortgage is able to render each reps photo and contact information automatically for each send. Since then, they ve improved their open rates to 30% and increased user adoption from mortgage advisors. The Power of for B2B OneAmerica is dedicated to protecting the future of its customers through trusted financial services and exceptional people. Based out of downtown Indianapolis, OneAmerica and its operating companies including The State Life Insurance Company set their sights on building trusted relationships with advisors and customers to deliver true value, and that s exactly what they re doing each and every day. Challenge The State Life Insurance Company, a OneAmerica company, needed a way to streamline the onboarding process for new producers (a financial professional who markets the company s products) and get them engaged more quickly. In the past, the company would mail new producers an extensive printed onboarding kit. These kits were costing the company $9 for each new producer so, as business boomed, the printed kits became an increasingly costly and resource-intensive onboarding tool. The State Life team knew there was a better way. Solution The State Life Insurance Company partnered with ExactTarget to set up an automated and dynamic campaign that could replace the printed onboarding kit. Each new producer received a welcome with critical information on to a landing page to select their product interests via a Smart Capture form; their product selections are then pushed to the company s salesforce.com database; and lastly, salesforce. com pushes a report to ExactTarget which triggers a custom drip campaign based on the producer s product interests. Meanwhile, the OneAmerica business development team also receives an automated with the producer s selections, so that they can reach out for a personal conversation. This new onboarding process still provides producers with critical information, but in a much more effective way. OneAmerica s new onboarding process provides critical information, but in a much more effective way. OneAmerica; one week later they received an driving them 9

10 Manage the Enterprise Whether your organization is simple or complex, you need to make sure your marketing efforts are consistent and aligned throughout your organization. With the Salesforce Integration, you can truly manage the brand and journey for the enterprise, and ensure your resources have the tools and permissions they need to be successful. You may have a complex global organization with different content, permission, access, and data requirements across various business units, and the corporation itself. With the Salesforce Integration you can fully customize your implementation so that marketing permissions align with organizational permissions. Or, you may be part of a relatively simple organization where global complexities are not be a concern, but brand consistency across touch points and data governance requirements are mission critical. With the Salesforce Integration, you have a foundation upon which you can satisfy today s needs, and also scale to accommodate future complexities that will inevitably arise with your marketing plan, data capture and accessibility requirements, and/or organizational growth. 10 Transforming Customer Data Into Customer Journeys

11 Customer Highlight: Grocery Outlet Grocery Outlet needed a way to present a unified brand voice while still allowing different stores to deliver unique messaging that spoke to local customers. Using the Marketing Cloud, Grocery Outlet is able to create locked content for corporate branding as well as provide editable space for local content. And with the Marketing Cloud approval features, the corporate marketing team is able to review all local content before a final send. 11

12 Let s Get Started... Used by more than 10,000 organizations worldwide, the Marketing Cloud is the customer platform for 1:1 marketing. Integrated for more than a decade, Salesforce CRM and the Marketing Cloud empower thousands of Salesforce clients to create optimized customer journeys across the enterprise via a single view of the customer. The Marketing Cloud makes product integration easy, enabling you to plug in any other system relevant to your marketing efforts. Starting with configuring your Marketing Cloud account with Salesforce integration, the process is simple From creating your content, to building and segmenting your audience, to sending targeted and engaging s all of this can be done within the cloud, and all without requiring IT help. Watch a demo 12 Transforming Customer Data Into Customer Journeys salesforce.com/marketing-cloud

13 Notes salesforce.com/marketingcloud Transforming Customer Data Into Customer Journeys 13

14 14 Transforming Customer Data Into Customer Journeys salesforce.com/marketingcloud

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