SlideShare a Scribd company logo
How Marketers Use Salesforce
Designing Data-Driven Customer Experiences
Today’s Presenters:
Mark Townsend
Marketo Practice Lead
Bluewolf, an IBM Company
Adrienne Whitten
Director, Segment Marketing
Marketo
Shari Hazlett
Product Marketing Lead,
Marketing Services
Bluewolf, an IBM Company
Agenda
Intro
Section 1: Why Data Is Essential for
Customer Engagement
Section 2: How Marketers Can Use
Salesforce for Data-Driven Customer
Engagement
Case Study: James Hardie
Intro
Why Data Is Essential for
Customer Engagement
WE LIVE IN
Transformative Times
We Need to Transform
How the Best Marketers Use Salesforce Data
How the Best Marketers Use Salesforce Data
Move Towards a Focus on Revenue Impact
Revenue impact will be the top
most measured marketing
metric by 2020
Marketing Maturity
Your Customers Have Changed
Informed Audiences Growing ExpectationsOffer Overload
Up to 90% of a
Buyer’s Journey
today is
self-directed.
64% say customer
experience is more
important than
price.
Consumers see over
2900 marketing
messages a day.
Searches for
Information
Visits Your
Website to
Research
Views Demo Engages with
Marketing
Asks for
Pricing
Consults
Expert Blogs
The Customer Experience Disconnect
The New Customer Experience
360o Customer View
Personalized Communications
Real-time Automation
Less than half of marketers feel prepared for a data-driven
marketing future.
B2B Marketing and Marketscan April 2015
How Marketers Can Use Salesforce for
Data-Driven Customer Engagement
74%Marketers who don’t
believe their data is a
competitive asset*
*2016-2017 The State of Salesforce Report
80%of data is
DARK
Digital Marketing Transformation Curve
Tactical Automated Predictive Cognitive
What Do
Marketers
Need From
Their Data?
Alignment
with Sales
For Pipeline Velocity
Relevancy
Personalized
Customer
Moments
How Do
Marketers
Design
Programs
That Scale?
Integrate
with Salesforce
34%Marketers who use
Salesforce for reporting
or lead routing only
Get Beyond
Vanity
Metrics
Move at the
Speed of Your
Customer
Case Study: James Hardie
Next
Generation
Digital
Engagement
James Hardie
Customer
Retention
Challenges
Increase
Market Share
Lead Acquisition:
Ambassador Program
Multi-touch Campaigns
Website Redesign
Integrate Marketo &
Salesforce
Turn Partners into Advocates
Solution
Trade
Professionals
Homeowners
How the Best Marketers Use Salesforce Data
How the Best Marketers Use Salesforce Data
+270%
Increase in form
conversions
85%
Net new
prospects
35K +70%
Increase in CTRContent
downloads
Lessons Learned
1. Know Your Customer
2. Customer Journeys Are Not
One-Size-Fits-All
3. Digital Transformation is More
Than Just Technology: It’s
People and Process
The State of
Salesforce
Digital
Experience
bluewolf.com/sosf
Q&A
Thank
You

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