cmo survival guide 2015 webinar
TRANSCRIPT
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Jeremy Waite Head of Digital Strategy, Marketing Cloud EMEA @JeremyWaite [email protected]
CMO Survival Guide 2015
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4 TECHNOLOGY SHIFTS, 4 BEHAVIOURS & 12 TIPS! The job of a marketer has always been to connect with their customers as fast as possible by creating engaging content, providing better customer service and using technology to help you do these things. • Build Relationships Faster • Provide Better Customer Experiences • Make Money & Save Money • Loyalty, Customer Journeys & Trust
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THANK YOU
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1. Growing Profitable Revenue
2. Connecting with Customers
3. Competition in the Marketplace
Gartner CMO Spend Survey 2015
Journeys Contacts Content Channels Analytics Apps
Top 3 CMO Challenges in 2015
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75% executives ignore data and trust their gut-instinct when
making major strategic decisions. PwC
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IBM CMO STUDY
“4 out of 5 CMOs anticipate a high level of complexity over the next 5 years ~ but only 50% feel ready to handle it”.
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4 Technology Shifts 2015
Cloud based companies
reduce development
time by 11.6%
By 2018 ~ 25% of all corporate
traffic will flow directly from mobile
to cloud
Average online attention span
is now 5 seconds
90% of the world’s data didn’t exist
in 2014
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UNKNOWN KNOWN
Fragmented 1:Many Untargeted Seamless 1:1 Journeys
Technology Shift 1 MOBILE
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Technology Shift 2 CLOUD
The job of a marketer is to make money and save money… CHALLENGE By 2017 25% of corporate traffic will flow directly from mobile to cloud. OPPORTUNITY • Cloud 5x faster and half the cost. Salesforce SMB • Only 34% of the 421 companies with fewer than 100 employees are
currently using / implementing cloud (compared with 69% of medium-sized and large enterprises). IDC
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“The Cloud is the Fastest Path to
Success”.
Enterprise Cloud Computing
Fast Innovative Open Easy Trusted
No Hardware
No Software
Faster ROI
Flexible
Automatic Upgrades
Continuous Improvement
Any Device
API First
Data Portability
Secure
Transparent
Performance at Scale
Subscription Model
Real-time Customizations
AppExchange
Technology Shift 2 CLOUD
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Coding Productivity
47 % +
42 % +
Decrease in IT Costs
Faster Integration
47 % +
Faster System Testing
46 % +
Faster Deployment
55 % + Faster
Configuration
52 % +
Faster Design
50 % +
Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
Technology Shift 2 CLOUD
The Fastest Path from idea to app.
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• Think Big • Start Small • Scale Fast
Technology Shift 2 CLOUD
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Technology Shift 3 SOCIAL
“Better to have 100 people who love you, than 1 million who kinda like you”. Brian Chesky, Co-Founder AirBnB
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YouTube’s 490 million users upload more video in 60 days than the three major U.S. television
networks created in 60 years
Technology Shift 3 SOCIAL
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The Future is Anonymous…
Everybody has 3 lives? 1. Personal Life 2. Private Life 3. Secret Life
Technology Shift 3 SOCIAL
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69% Dark Social | 23% Facebook | 8% Other Social Networks
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By 2020… 10x mobile data 19x unstructured data 50x product data
Technology Shift 4 DATA SCIENCE
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Technology Shift 4 DATA SCIENCE
We create 2.5 quintillion bytes of data every day. That’s equivalent to one new Google every 4 days... …and the digital universe will be 40X bigger by 2020.
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INTRODUCTION 12 CMO TIPS
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TRUST
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Trust in Companies Headquartered in the Following Countries 2015
Edelman Trust Barometer Report
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TIP 1 BUILD TRUSTED RELATIONSHIPS
Only 14% customers trust brands but 78% trust their friends.
OXFORD RESEARCH
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“Lack of trust is the biggest threat to the advertising industry”.
Simon Litherland – Britvic CEO
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HOW DO YOU BUILD TRUSTED RELATIONSHIPS IN
The Disruptive Economy?
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Information is powerful but it is how we use it that will define us... @Avinash
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TIP 2 STOP BUYING PEOPLE’S ATTENTION
“5% increase in customer retention can generate a 75% increase in profitability”.
BAIN & CO.
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SPEED
00:22
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00:05
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“Companies are no longer competing against
each other. They are competing against
speed”.
@Benioff
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Ulrik Nehammer CEO Coca-Cola EMEA
“In the past it was the big companies out-competing the small companies... Today it is the fast companies out competing the slow companies”.
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Sales
9% 11%
12%
10% 25%
33%
5 minutes
15 minutes
30 minutes
1 hour 24 hours
3 days
TIP 3 CONNECT WITH YOUR CUSTOMERS FASTER
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42% Customers expect a response from a brand within 1 hour.
EDISON RESEARCH
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CUSTOMER JOURNEYS
92% Companies say customer is a top stratgic priority. 45% do not have the budget they need to get the job done.
FORRESTER
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Click Facebook Ad
Newsletter Sign-up
Personalized Content Email
Mobile Opt-in Download App
Contact Customer Support
Evangelize on Facebook
Support Issue Resolved
First Purchase
CUSTOMER JOURNEYS
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TIP 4 CREATE 1:1 CUSTOMER JOURNEYS
Only 37% of Executives know How To Measure the Lifetime Value of Their Customers
BAIN & CO.
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Understand the Customer Journey in Real-Time
TIP 4 CREATE 1:1 CUSTOMER JOURNEYS
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Do you know who your
customers are?
Where are they in their journey?
Are you engaging and moving them along the
journey?
Are you measuring the impact on your
business goals?
TIP 4 CREATE 1:1 CUSTOMER JOURNEYS
The Four BIG Questions
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TIP 5 THINK CUSTOMERS NOT CONSUMERS
75% Customer conversations now happen though customer service.
GARTNER
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77% of consumers don’t want a relationship with a brand?
HARVARD BUSINESS REVIEW
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TIP 6 KNOW WHO YOUR CUSTOMERS ARE
• Who? • What? • Why? • Where? • When?
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TIP 6 KNOW WHO YOUR CUSTOMERS ARE
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TIP 6 KNOW WHO YOUR CUSTOMERS ARE
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TIP 6 KNOW WHO YOUR CUSTOMERS ARE
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LOYALTY
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“You can’t purchase loyalty”.
Frank Underwood
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6x Cheaper To Keep A Customer Than Acquire A New One.
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A 5% Increase in Customer loyalty is everything.
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TIP 7 LOVE THOSE WHO HATE YOU
“Customer service is one of the only times you have 100% Of your customers attention”.
Ted Rubin World’s “Most Connected” CMO
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Unnecessary service costs to online retailers due to channel escalation are $22 million, on average.
Source: Forrester, Embrace Continuous Improvement To Power Customer Service Operations, 11.6.13
TIP 7 LOVE THOSE WHO HATE YOU
“Their preferred channel…”
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TIP 8 HAVE A “SINGLE VIEW”
“We don’t have to predict the future, because we have a fundamental relationship with the customer that is adaptive”.
Caspar de Bono Managing Director B2B, FT.com
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Build Relationships. Faster.
#BIGDATA
Volume Velocity Variety Veracity
5B Smartphones
by 2017 Customer Data
Purchase Data
500m+ Social Networks, Blogs
& Forums
Social Data 2.5
Quintillion bytes of data every day
Connected Data
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Connect with your customers. Faster. Become a Customer Company
Analytics
THE CUSTOMER SUCCESS PLATFORM
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Thank you
Jeremy.Waite @ Salesforce .com | @JeremyWaite | @MarketingCloud
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QUESTIONS?
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TIP 8 BUILD A CONVERSATION STRATEGY
Marketing | PR & Brand | IT | BI Customer Service | Sales | HR | Operations
“Conversation Strategy”.
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