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How To Get the Most Out of Your Marketing Cloud Premier Success Plan

Sean Considine Solution Advisor

Forward-Looking Statements

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 This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

 The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.

 Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Premier Success Plans

Customer success

Support

Training

Customer success

Support

Training

Customer success

Support

Training

Configuration

New Customer Engagement Model

Community Technical Support Training

Success Resources

(Success Manager, Success Specialist)

 Power of the Cloud Services

Accelerators

Adoption & Expertise Support

Premier Success

Account Executive

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Success Resources

Success Resources Getting Started Journey •  Premier Onboarding call •  Step-by-step Setup Guide & Workbooks •  Getting Started Webinar Series •  Weekly Office Hours

Premier Expert Hours •  1 Hour Webinar w/ Product Mgrs & MVPs •  “MC Connector, Journey Builder Integration” •  “MC Accelerators to Enhance Implementation”

Premier Communities & User Groups •  Interact and learn from industry peers •  Moderated by SFMC Experts

Circles of Success •  Small group clinics with customers •  60 -90 minute live interactive discussions •  “Marketing Cloud Automation Studio” •  “Optimize Social Listening w/ Social Studio”

Success Manager Engagements •  Request access to pool of Success Managers via CFL Assist

•  Short term 1:1 coaching sessions, access to product expertise

•  Topics: best practices, product adoption, training

Marketing Cloud Accelerators •  Choose from a menu of accelerators •  Receive value-based deliverables from Success Specialists •  Fast project completion delivers business outcomes

60 Minute Interactive Sessions

Focused on Adoption-related Topics

Small Group Virtual Discussions with Other Marketing Cloud Users

Hosted by Marketing Cloud Experts

Circles of Success  Register for a Circle Here!

Premier Expert Hours

Exclusive Access for Premier Customers!

•  Monthly webinars, featuring Marketing Cloud Product Managers, MVPs and Industry Experts.

•  Learn about the latest Marketing Cloud features and roadmap, see live demos, and join the conversation.

Marketing Cloud User Groups

Premier Expert Hour & User Groups

Network Share Connect

•  Customer-organized groups that meet to network, share ideas and get tips on how to get the most out of the Marketing Cloud.

Success Communities

 Ask Questions and Get Fast Answers

 Interact with Your Industry Peers

 Moderated by Marketing Cloud Experts

 Join the Success - Salesforce Marketing Cloud

Log In with Your Marketing Cloud Credentials

Select Collaboration

Search for Success Marketing Cloud

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Accelerators

Enhance your team’s skills while solving key business challenges

Specialists provide hands on guidance

Develop best-practices proficiency

Focused on meeting your KPI’s

Accelerators Fast, focused engagements that speed business results

NEW

Reporting Configuration & Automation

Included with Premier Plan

Email Segmentation Configuration & Automation

Data Import Configuration & Automation

Journey Builder Base

Triggered Email for SOAP API

Standard Tracking Extracts Configuration

Included with Premier+ Plan

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Accelerators

Marketing Cloud Accelerators for social coming with Winter `15 release!

 Targeted Engagements That Deliver the Results Your Business Demands

Focused on a unique and specific

customer need

Delivered by Specialists

Provides a set of value-based deliverables

Delivers Customer-defined Business Outcomes

Social Listening and Analyze

Social Studio Engage

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Enhanced Support

Get Fast Expert Response with 24x7 Global Support

Infrastructure / R&D

SUBMIT CASE BY PHONE

Customer Logs Case

TIER 2

TIER 3

SUBMIT CASE ONLINE

1-Hour Initial Response for Critical Issues and 365x24x7 Phone Coverage

Technical Support Model

Designated Contacts:  Escalate a Case

Help & Training Administrator  Sees All Cases and Training Analytics

To designate a Help & Training Admin: Open a case. Include person’s name, Marketing Cloud user name, and role.

We recommend restricting Help & Training Administrators to System Administrators and Designated Contacts.

Support Best Practices for Fast Issue Resolution

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Premier Online Training

Help & Training Portal is Your Home Base

Contact Support

Marketing Cloud Community

Premier Online Training

Knowledge Base

Documentation

And much more!

Go to help.salesforce.com

Accessing the Premier Online Catalog

View Data as a Chart or Grid

Standard Reports

Using Training Analytics

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Configuration Services

Increase Your Capacity with Configuration Services Configuration Services Categories / Tasks

Description

Email and Mobile Account Configuration and Customization

Business Units Create business units within a parent account

Sender Profiles Create sender profiles to assign to send definitions

Data Extensions Create data extensions with fields and data types to facilitate sending or data storage

Lists Create lists to facilitate sending

Groups Create groups by segmenting a list

Headers and Footers Extract the header and footer content assigned to an account to enable customer review/modification

Delivery Profiles Provide methods to manage headers and footers via delivery profiles

Account Settings Review account settings within Administration to ensure proper configuration, and customize settings as needed

Roles Create roles and assign enabled permissions as requested

Send Logs Create send log data extensions with additional fields as needed

Send Classifications Create and configure send classifications with specific sender/deliver profiles

Social Account Configuration and Customization

Keywords and Keyword Groups Mass upload keyword group names, keywords,, and queries

Source URLs Mass upload source URLs and apply to a source filter

Extend your team with Premier+ Configuration

Services Get Configuration Help: Request assistance with over a dozen routine configuration updates like creating sender profiles, lists and groups, and data extensions. Simply tell us your business requirements, and our team of experts updates your instance of the Marketing Cloud.

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Additional Resources

How to Find Additional Technical Documentation Search an expansive library of technical documentation at help.exacttarget.com

How to Find Documentation and Knowledge Articles

Use the search function to locate helpful documentation and knowledge articles

Refine search results using the filter in the left navigation

Click on search results to view resources

Resources

3 Key Takeaways

Join and participate in Premier Central

Community and Expert Hour webinar series

Make training a key part of your Salesforce solution for all roles and at every stage

of your implementation

Provide as much detail as possible on each Case and

choose the appropriate channel and severity

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Questions?

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