Financial Services First Call Deck
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Financial Services First Call Deck
- 1. Partner Office Hours: Financial Services Big Bet Wade Holmes – Moderator John DeFoe Director Partner Management Sr. VP, Global Solutions Consulting April 14, 2015
- 2. Please post all questions to the chat window addressed to “all panelist” on your right
- 4. Marketing Cloud FinServ Team – Who’s On Point John DeFoe, FINS Big Bet Exec Sponsor & Project Owner Woodson Martin, Program Execution for all Marketing Cloud Big Bets Execs EBU Ed McDonnell, AVP EBU Matt Yoels, RVP EBU Jason Swetnam, RVP Paul Smith, SVP & GM EMEA Lee Hawksley, SVP & GM JPAC CBU Jim Koepke, AVP CBU John Beauchamp, RVP CBU Mike Robbins, AVPSales Ben Yerushalmi, Partners Josh Abdulla, Services Christine Royston, Corporate Marketing Karen Gragg, Corporate Marketing Lauren Decker, Product Marketing Cross Functional Teams SE Lisa Rosen, SE CBU Nick Riitano, SE EBU Matt Clement, Business Consulting Russ Howe, SE EMEA
- 5. Marketing Cloud Target FINS Accounts (North America)EBU CBU
- 6. Product Product Marketing Field Marketing Corporate Marketing Sales Enablement Sales SolCon CSG Partners & Alliances CEO Office John DeFoe Product, Pricing, Packaging Program specific content, assets, roadmap, references, … Program specific Executive Events Program specific Campaigns,, Digital, Social, 1:1 Marketing, PR Program Specific Enablement Target Accounts, Sponsorship, ACV Demo Solutions Partner Enablement Partner Strategy and Enablement Program execution FinServ Surge Bryan W Lauren Decker Karen Gragg Christine Royston Bryan Naas John Beauchamp Ed McDonnell Lisa Rosen John Maitz Courtney Culver Josh Abdulla Emily Beezley Ben Yerushalmi Woodson Martin Create a go to market focus on Financial Services industry using our success with RBC as a catalyst and assets like our new Cumulus demo environment. Build $25M in pipeline for Q1 and deliver $25M in ACV in FinServ in H1 FY16. Data Center Strategy for EMEA/APAC FINS Edition? To include tokenized sending, audit features, Mobile for Retail etc. Is there a Pardot play? (Beauchamp) Messaging, positioning Web Content First Call Presentation Killer email demo video Customer stories Customer video Competitive Leading with differentation (Tokenized sending, encryption, Package SKU’s for FINS Core Exec Dinners Core bring Dreamforce to customers Core Partner Sponsored Events No Events budgeted from SMC Argyle Fin Serv event - 6/11 NYC Core - 2-3 times a month Webinars with 16-400 attendees Core Email Campaigns Core - Exec conversation around certain topics. 60-70% with customers and 30% prospect. 11-18 attendees. Budget comes from Exec programs team (Bill Taylor). Collaboration with Core Finser team on Campaign: online, webinars, BDR Prospecting Kits Collaboration with Core Finserv team on Targeted Industry Events FINS CAB? Determine scope of enablement (subset of AEs) Historical analysis of FinServe business ACV targets Opportunity Assessment Focussed RFP template SSI enablement around FINS Solutions and GTM Don Lynch, MK and Joe Gruca - SSI’s 6 AE’s dedicated Andy’s Take * Grow ACV faster in FS than overall * May not see impact in FY16, could take longer Assess FS quota Build the industries playbook ID top industry sectors - retail banks - midmarket banks - weath - mutual funds - insurance FinS Demo 1.5 SolCon dedicated CBU + 2 dedicated for EBU 1 BizCon Focused Target list for reference accounts RFP FINS Template Industry specific success plans for Retail Banking, Insurance Servces SKU’s or embeeded in Product SKU’s Service Sales - Meassaging, experts, templates. Strategy and Deliver Top Implementations Do we have an enablement structure to tap into for cire EBU programs in FinServ? Exclusive service delivery partnerships? Figure out who the product lead should be for FINS to drive the packaging and any FINS feature development Marketing Cloud Integrated Planning Process | FinServ Surge Each column represents those deliverables specific to the FinServ Surge Program
- 7. Financial Services First Call Deck
- 9. Digital has changed the financial customer
- 10. Companies struggle with changing customer expectations
- 11. *Transforming Customer Experience: From Moments to Journeys, 2013 Customer-centric journeys lead to strong business outcomes including higher revenue, happier customers, and lower costs. +36% Customer satisfaction +19% Likely to stay/renew +28% Willingness to recommend +33% Less likely to cancel/ churn
- 12. Financial services companies are struggling to make the transition Data security risks and industry regulations that impede innovation Product-centric data structure lacking actionable customer insights Disjointed customer experience across branch, mobile, and online
- 13. First Actionable Data Model Built Around the Customer Introducing Salesforce Marketing Cloud Financial Services Solution Cross-Channel Solutions to Manage the Customer Journey Across All Touch Points Industry Leading Trust from the World’s Most Innovative Company
- 14. Protect consumer data and maintain compliance with secure sending solutions Maintain the Highest Level of Trust with Salesforce
- 15. • Field Level Encryption at Rest • Tokenized Data Storage • ISO27001 Certification • User-Based Permissions • Multi-Factor Authentication • Trust Website • Global Privacy Team • Security Awareness Training Drive innovation with unmatched security Leverage the Industry’s Most Secure Digital Marketing Platform
- 20. autoCumulus Highlights • Mobile App with MobilePush, Geofence and Beacon Demos • Cross-Cloud Demo with Social Customer Care • Rachel Morris Golden Contact Record • Credit Card Customer Journey Deck (with Rachel Morris) and Campaign Kit • Live Website Demo with Triggered Send from Credit Card Application • PI Tagging on Website • Responsive Website and Emails
- 28. Cumulus https://www.dropbox.com/s/698oslvt29sffwk/CumulusBank_v4.ibooks?dl=0 Charles Schwab https://www.dropbox.com/s/5a8130gcqfs4msi/Connected_Schwab.ibooks?dl=0 eTrade https://www.dropbox.com/s/dcwfv221ylph14q/E%2ATRADE.ibooks?dl=0 Statefarm https://www.dropbox.com/s/xcp8btmz6nfwaue/State%20Farm.ibooks?dl=0 Citi https://www.dropbox.com/s/28rf98lpfps2zp4/Citi.ibooks?dl=0 iBooks
- 30. The Play: Social Customer Care
- 31. 4D – DIMENSION Customer – Foundational THE PRODUCT Social Studio THE CHANNELS Social RATIONALE By 2020, Gartner says 90% of customer service will happen via social media. It's critical to support customers in the channels that they select. Social customer service costs 1/3 that of other platforms, can decrease call volumes 30% and can increase customer retention 3-5%. (Enkata 2012) Edison Research (2014) shows that 72% of social media users expect a same day response from a brand, and almost 40% expect a response within an hour or less! The Play: Social Customer Care The Goal Address customer services issues raised on social channels in real-time to enhance the customer experience, and increase loyalty. The Challenge Consumers are voicing concerns about a brand/product via social channels, and expect a response. Brands struggle to keep up. Their social teams are not well positioned to respond. And, if there is social customer support in place, workflow is not optimized, leaving customer needs unmet. The Solution Only Salesforce can integrate its best-of-breed Service Cloud and Marketing Cloud solutions to help companies effectively manage social customer service. Customer comments/queries from social can be automatically scored and routed to the appropriate subject-matter-expert for response. Conversations that begin in social can continue there or in other channels, but the threaded view stays intact for the customer service representatives.
- 32. Activision Delivers Social Customer Service • Operational focus to provide faster customer service via social networks • More than half of all customer service inquiries now occurring via social media • Improvements in customer sentiment and positive share of voice after social care interactions
- 33. ADP Identifies and Engages Prospects on Social • Finding leads across Facebook, Twitter, and LinkedIn by listening to key topics • Social selling team engages with leads and provides content via social responses • Leads passed to sales teams once they are sufficiently qualified • New Social Studio - Sales Cloud1 capabilities enable full audit trail, tracking, and reporting
- 34. Questions?
- 35. Marketing Cloud and the Customer Success Platform – April 21st at 12 pm EST How to Sell with Marketing Cloud – April 28st at 12 pm EST Partner Enablement: MC Accreditiation – May 5th 12 pm EST Upcoming Office Hours
- 36. Thank you