CHICAGO, June 13, 2018 /PRNewswire/
-- CONNECTIONS -- Salesforce (NYSE: CRM),
the global leader in CRM, today announced new innovations across
marketing, commerce and service enabling brands worldwide to
deliver smarter, more personalized and connected customer
experiences. In addition, Salesforce and Google continued to
deliver on their strategic partnership with new integrations
between Salesforce Marketing Cloud and Google Analytics 360
becoming available. Salesforce is showcasing these innovations and
more at Connections, where the world's top brands are gathered to
learn how they can deliver next-generation customer engagement.
Join Salesforce for the Connections opening keynote live today at
10:00 a.m. CT on Salesforce Live.
The Fourth Industrial Revolution is Creating a Customer
Divide
According to the recent Salesforce State of the
Connected Customer report, 80 percent of customers say that the
experience a company provides is as important as its products or
services, and 57 percent have stopped buying from a company because
a competitor provided a better experience. Yet companies struggle
to keep pace with customers' expectations for smarter, faster and
always-on experiences, which are driven by the role disruptive new
technologies play in their daily lives. In the Fourth Industrial
Revolution, every interaction on every channel is a "make or break"
moment where brands will either strengthen that relationship or
further the divide.
In fiscal 2018, Salesforce powered nearly two trillion B2B and
B2C transactions across sales, service, marketing, commerce and
more. Today's announcements further empower companies with new ways
to deliver smarter engagement across every customer touchpoint on
the world's #1 CRM platform.
New Integrations Between Salesforce Marketing Cloud and
Google Analytics 360 Transform Marketing Effectiveness
The
integrations between Marketing Cloud and Analytics 360 empower
marketers to deliver meaningful consumer experiences, powered by
the world's #1 marketing platform and Google's market-leading web
analytics solution. Both industry-leading offerings provide
valuable insights vital to understanding the consumer. Now,
marketers can more efficiently bring those insights together
without IT involvement, empowering them to build more effective
marketing campaigns around every consumer. Specifically:
- Consumer insights from both Marketing Cloud and Analytics 360
can now be combined into a single customer journey analytics
dashboard in Marketing Cloud, enabling marketers to analyze
cross-channel insights in one place.
- With an integration available in beta in Q3 2018, marketers
will be able to create audiences — like category buyers, loyalty
members and abandoned browsers — in Analytics 360 and then activate
those audiences for engagement within Marketing Cloud.
- Similarly, Marketing Cloud campaign data is now available
within Analytics 360 to deliver tailored web content to individuals
based on their interactions with Marketing Cloud campaigns. This
also enables marketers to better understand marketing attribution
by seeing how their content has influenced transactions.
For more on Marketing Cloud and Analytics 360, read this post:
https://sfdc.co/cmqGZX
New Marketing Cloud Einstein Innovations For Building New
Audiences and Creating Personalized Customer
Journeys
Salesforce Einstein is artificial intelligence for
CRM, built into the Salesforce Platform. Einstein now delivers
nearly two billion predictions every day, empowering business users
to be more productive, make smarter decisions and deliver more
personalized customer experiences. With Marketing Cloud Einstein,
marketers can predict the optimal timing, channel, content and
audience for any marketing message. The latest Marketing Cloud
Einstein innovations include:
- Einstein Segmentation: Leveraging machine learning and
pattern analysis, Einstein Segmentation, part of the Salesforce
data management platform (DMP), analyzes billions of consumer
signals, uncovers patterns in consumer behavior and discovers new
audiences to reach with personalized messages. Now, marketers will
be able to use AI to build the most relevant audience for every
campaign.
- Einstein Splits: Einstein Splits enables marketers to
create unique, personalized journey paths for each customer. Now,
marketers can save time with pre-configured decision splits based
on Einstein engagement likelihood scores. They can also
drag-and-drop Einstein Split decision flows in Marketing Cloud
Journey Builder to test different journey paths and message tactics
based on a customer's likelihood to open, click or unsubscribe from
an email; convert on a brand's website; or their engagement
persona, such as a loyalist or dormant customer.
For more on Marketing Cloud Einstein's latest AI features, read
this post: https://sfdc.co/bq9clO
New Product Innovations Enable Intelligent Customer
Engagement Across Every Touchpoint
New marketing, commerce
and service innovations across the Salesforce Customer Success
Platform empower companies to personalize experiences that put the
customer at the center of their business. These include:
- Commerce Cloud B2B Commerce: B2B Commerce delivers
consumer-like shopping experiences to business buyers, but with the
B2B-specific functionality they need, such as custom catalogs,
authenticated logins, one-click reordering for large orders,
multiple shipping locations and payment types, and the ability to
place orders with hundreds or thousands of SKUs. For more
information about Commerce Cloud B2B Commerce, read this post:
https://sfdc.co/ojerv
- Marketing Cloud Interaction Studio: Interaction Studio
enables companies to visualize, analyze and deliver contextually
relevant experiences to consumers, including offers, promotions,
discounts and more across a brand's owned online and offline
channels, including email, social, mobile and in-store. With
real-time interaction management, Interaction Studio suggests the
next best offer for consumers based on how they are interacting
with the brand. For more about Interaction Studio, read this post:
https://sfdc.co/b1RXC6
- Service Cloud LiveMessage: LiveMessage is expanding SMS
support globally to 17 additional countries in APAC, EMEA and
Latin America, including
Singapore, France and Brazil. LiveMessage enables companies to
communicate with customers through two-way mobile messaging.
Customers can message a brand to ask a question, initiate a return
or schedule a delivery time. With the newly expanded global
availability for SMS, customer service teams can message with
customers located in other countries around the world, regardless
of carrier or device manufacturer, using a local number. For more
information about LiveMessage's global expansion, read this post:
https://sfdc.co/AJM0B
The Future of CRM: Integrated Cross-Cloud Experiences
Seventy percent of consumers say connected processes—such as
seamless handoffs between departments and channels, or
contextualized engagement based on earlier interactions—are very
important to win their business. Sales, service, marketing and
commerce teams that have traditionally concerned themselves only
with one part of the customer journey must now consider every
customer touchpoint. At Connections, Salesforce is introducing new
ways to integrate Salesforce Clouds to deliver the seamless
cross-channel experiences that consumers want:
- Service for Commerce: New levels of integration between
Service Cloud and Commerce Cloud will increase customer
satisfaction and enable customer service to become more agile. For
example, service agents can access real-time commerce data within a
single Service Cloud console, including up-to-date shopper data and
order-on-behalf-of capabilities that unlock selling
opportunities.
- Commerce Journeys: By bringing together Marketing Cloud
and Commerce Cloud, marketers and merchandisers will be able to
trigger transactional and behavioral journeys based on customer
actions, such as abandoning a shopping cart, confirming an account
or making a purchase.
Comments on the News:
- "The easiest, smartest and most connected digital experience
sets the bar for everything else, and every company's success
depends upon its ability to keep up with rising customer
expectations," said Bret Taylor,
President and Chief Product Officer, Salesforce. "Salesforce
empowers brands worldwide with a trusted and proven platform to put
the customer at the center of every digital engagement."
- "Today's customers expect personalized engagements across all
touchpoints and in the moments that matter to them—from email
communications to digital advertising, e-commerce and customer
service," said Cindy Zhou, Vice
President and Principal Analyst at Constellation Research.
"Innovations such as the ones from Salesforce that bring together
marketing, commerce and service, help facilitate a consistent
customer experience on a single platform for companies to create
connected journeys unlike ever before."
- "Our online strategy is built on Salesforce from the beginning
of our customer relationship to the end," said Julien Schneider, Global Digital Director at
Lacoste. "Salesforce allows us to leverage critical ecommerce
functionalities like the universal shopping cart, the return of
online purchases to any Lacoste store, as well as our unique
service of polo shirt customizations online. Through our
partnership with Salesforce, we're extending Lacoste's innovative
shopping experience."
- "Dentsu Aegis Network is very excited to sponsor Salesforce
Connections this week. We are committed to elevating technology and
data-driven insights to support our clients through their digital
transformation, and Salesforce is an integral part of our strategy
to deliver customer-first integrated engagement journeys," said
Kelly Ann Bauer, Senior Vice
President of Global Alliances at Dentsu Aegis. "Salesforce's
industry-leading solutions in marketing, data management, commerce
and service put customers at the center of every touch point and
provide intelligent approaches in driving this transformation for
our clients."
Salesforce Connections 2018: The Digital Marketing, Commerce
and Customer Service Event of the Year
Thousands of
marketing, commerce and customer service leaders from top brands
are coming together in Chicago,
Illinois this week to blaze their trail to better, smarter
customer engagement. Speakers include leaders from companies like
Ancestry, Lilly, T-Mobile and Ticketmaster, as well as Salesforce
partners including Accenture Interactive, Deloitte Digital, Dentsu,
IPG-MRM, Publicis and WPP-Wunderman. For more information about
Salesforce Connections, visit
https://www.salesforce.com/connections/ or join the live broadcast
by visiting https://www.salesforce.com/live.
Additional Information:
- Top digital agencies are growing their Salesforce practices to
deliver intelligent, connected customer experience strategies for
their clients. Check out this post to learn more:
https://sfdc.co/bLEFw2
- Learn more about the 2018 Salesforce Connected Customer Report:
https://sforce.co/2Jg5FgU
- Also at Connections, Salesforce.org launched the Nonprofit
Cloud. Check out the press release: https://sfdc.co/pybyt
- Follow SalesforceNews on Twitter:
https://twitter.com/SalesforceNews
Pricing and Availability
- The Marketing Cloud and Google Analytics 360 integration is
generally available with the exception of audiences, which will be
available in beta in Q3 2018.
- Einstein Segmentation will be generally available in
August 2018. Pricing information will
be made available at general availability.
- Einstein Splits are generally available with Marketing Cloud
Corporate and Enterprise Editions, and available as an add-on to
Marketing Cloud Pro Edition.
- Commerce Cloud B2B Commerce is generally available.
- Marketing Cloud Interaction Studio is generally available.
- Service Cloud LiveMessage is generally available. LiveMessage
currently starts at $75 per user, per
month for one messaging type for customers with Service Cloud
Enterprise Edition licenses and above.
- Commerce Journeys is currently in pilot. Pricing information
will be made available at general availability.
- Service for Commerce is currently in pilot. Pricing information
will be made available at general availability.
About Salesforce
Salesforce, the global CRM leader,
empowers companies to connect with their customers in a whole new
way. For more information about Salesforce (NYSE: CRM), visit:
www.salesforce.com.
Any unreleased services or features referenced in this or other
press releases or public statements are not currently available and
may not be delivered on time or at all. Customers who purchase
Salesforce applications should make their purchase decisions based
upon features that are currently available. Salesforce has
headquarters in San Francisco,
with offices in Europe and
Asia, and trades on the New York
Stock Exchange under the ticker symbol "CRM." For more information
please visit https://www.salesforce.com, or call
1-800-NO-SOFTWARE.
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