salesforce for retail vision and product roadmap
TRANSCRIPT
Lars RabeRVP, Customer Success
EMEA + APAC
Bringing Retailers Closer to Their Shoppers Since 1999
Unrivaled Scale in Retail CRM
Black FridayPowers
emails
2.5B
orders
3M
messages
36M
page views
600M
61MPredictions
Mobile
MainframeTerminal
ClientServer
Cloud
IoT
Social
AI
A Smarter, Faster, Connected World
75Bsmart things
100Kmainframes
10MPCs
mobile phones
6B 75Bsmart things
100Kmainframes
10MPCs
mobile phones
6B
The Age of the Shopper
IN A WHOLE NEW WAYConnect to shoppers
ConnectedStores
UnifiedCommerce
B2BCRM
Any ChannelService
ShopperApps
1-to-1Marketing
1-to-1Advertising
ConnectedCommunity
journeys span multiple channels80%
wantpersonalized offer79%
demand faster service56%
The Path-to-Purchase Will Never Be the Same
Retailers Behind in the Raceto win minds, hearts and wallets
86%retailers want a unified commerce
& customer platform
shoppers believe that retailers know who they are
4%
At Every Turn, Amazon is ThereDominating the battle for the shopper
55%of all product searches
How can retailers deliver a
connected shopping experience?
Connect to Your Shoppers in a Whole New Way
1-to-1Advertising
1-to-1Marketing
ShopperApps
Any ChannelService
ConnectedStores
UnifiedCommerce
B2BCRM
ConnectedCommunity
INTELLIGENT SHOPPER SUCCESS PLATFORM
The world’s most complete CRM for retailIntroducing the Intelligent Shopper Success Platform
Sales Service Marketing AnalyticsCommunity Apps Commerce IoT Quip AppExchange
force.com
HerokuComponent
Exchange
EinsteinPredictive Analytics
Machine & Deep Learning
NaturalLanguage Processing
Data Management Platform
CRM DataPOS & Store
Data
Lightning
Thunder
Applications
Platform
Data
Hannah EganProduct Marketing Manager
Supercharged service across stores and call centerEcco is a Trailblazer
Endless Aisle
Any Channel Service
Warren Siecke Kelly BlanchardKale CurranSarah Westfield+
Tailored service experiences across every engagement channelSuitsupply is a Trailblazer
+
Seamless Commerce
Conversational Service
Staying customer centric through digital transformationNew Balance is a Trailblazer +
Create Your OwnShoe App
Unified Commerce
Customer Community
Source: Black Diamond case study, October 2016.
Commerce Cloud
Comprehensive digital commerce
Integrated order management
AI-powered commerce
World’s #1 commerce app just got smarter
Revenue / Visitor
15%+
Source: Salesforce Customer Relationship Survey conducted 2014-2016, on 4,600+ customers randomly selected. Response sizes per question vary.
Community Cloud
Create smarter communities with Einstein
Build communities fast with Lightning components
Connect across devices
Rich, branded mobile experiences
World’s #1 Enterprise Cloud community platform just got smarter
Revenue Increase
25%+
Salesforce Platform#1 Platform for Trailblazers
Create smarter apps with Einstein
Build apps fast with clicks or code
Connect everyone with mobile apps
Easy and fun to learn with Trailheadtrailhead.com
5XFaster
the code12
Tim
Demo
Trailblazers in Action
Marketing Cloud
Commerce Cloud
App Cloud
Commerce Cloud
Community Cloud
Super Retail Group
Lars RabeRVP, Customer Success
EMEA + APAC
Our Commerce Path Forward
Trusted Platform
IntelligentExperiences
Unified Commerce
World’s#1 CRM for Retail
Security Scalability
Trust is our #1 Value
AvailabilityFully integrated with Salesforce securityHTTPs everywhere
2FA everywhere
Fault tolerant architecture99.99% uptime in 2016eCDN - DDoS protectionDisaster Recovery & Site
Switching
Gen 5 PODs (2x Faster)50% more POD capacity in 2017
4x faster caching performance and efficient compression algorithms
33% improvement in response time
Commerce Cloud Roadmap - Delivered
Facebook Dynamic Ads
Android Pay
Job Scheduler
Reports & Dashboard
ControlCenter
EinsteinCommerce
Insights
Einstein Predictive Sort (BETA)
Einstein Search
Recommendations
2017
Einstein Search Dictionaries
2018
Mobile-first Reference
Architecture
Commerce Cloud Roadmap - Still Coming
Facebook Dynamic Ads
Reports & Dashboards
Job Scheduler
Android Pay
EinsteinCommerce
Insights
Einstein Predictive Sort (BETA)
Einstein Search
Recommendations
2017
Einstein Search Dictionaries
2018
Mobile-first Reference Architecture
ControlCenter
Commerce Cloud Roadmap – Intelligent Experiences
Facebook Dynamic Ads
Reports & Dashboards
Job Scheduler
Android Pay
EinsteinCommerce
Insights
Einstein Predictive Sort (BETA)
Einstein Search
Recommendations
2017
Einstein Search Dictionaries
2018
Mobile-first Reference
Architecture
ControlCenter
Job Scheduler
Schedule and monitor recurring jobs for orders, inventory and products
Get accurate notifications for failed jobs
“Set-it-and-forget-it” tools save time for developers
Available globally
Facebook Dynamic Ads
Retarget shoppers who have abandoned their cart
Manage Facebook Ads from the same place you manage your site
Increase conversion- particularly on mobile
Available globally
Control Center
Remotely start and stop site instances from one place
A new UI provides a better experience for site admins
Available globally Q3
Android Pay
Enable a frictionless checkout experience
Convert mobile traffic into sales
Easy integration with Commerce Cloud Digital
Available globally Q3
57%of traffic to retail sites comes from mobile*
*Salesforce Q2 Shopping Index
Reports & Dashboards
Track revenue, products, and promotions
Use advanced filters for customer type, site, products and channel
Get results for one or multiple sites
Available in NA, Q4 APAC availability
Mobile-first Reference Architecture
Out-of-the-box blueprint for site design
Foundation for building optimized mobile shopping experiences
Built-in best practices for improving mobile conversion
Easy customization by retailers, SIs and developers
Expected availability Q1 2018
Commerce Cloud Roadmap – Intelligent Experiences
Facebook Dynamic Ads
Reports & Dashboards
Job Scheduler
Android Pay
EinsteinCommerce
Insights
Einstein Predictive Sort
(BETA)Einstein Search
Recommendations
2017
Einstein Search Dictionaries
2018
Mobile-first Reference
Architecture
ControlCenter
Einstein Product Recommendations To Date
205Customers
Since 4/16 GA
579Sites Live
Since 4/16 GA
12%Incremental lift in
site revenue
24%% GMV touched by
sites live with PR-YTD
Numbers based on the period from 4/16 through 9/14
Einstein Commerce Insights
Visualize vast amounts of commerce data in an easy to use dashboard
Discover shopper behavior patterns
Plan store & site smarter with data driven insights
Available globally
Einstein Predictive Sort
Power personalized search and category page results
Show the best products first to drive mobile conversion
Easy to turn on using existing business tools
Available globally
Einstein Search Dictionaries
Automatically discover gaps in search settings
Leverage platform commerce data to drive search synonyms
Easily enable in existing business tools
Available globally Q1 2018
Einstein Search Recommendations (Beta)
Personalize typeahead search
Promote product discovery for anonymous and authenticated shopper
Go live with a box check in search preferences
Beta available globally in Q1 2018
World’s #1 CRM for Retail
Intelligent Shopper Success PlatformConnect to your shoppers seamlessly from awareness to purchase to advocacy
Email & Mobile messaging
Advertising
Social media
Clienteling & store associate apps
Connected products
Communities
Service
Digital commerce
Purchase & Fulfillment
Awareness &Acquisition
Advocacy & Retention
INTELLIGENT SHOPPER SUCCESS PLATFORM
Shopper journeys
Commerce and Marketing
Connector Cartridge
Email TriggersData sync from Commerce Cloud to Marketing Cloud
Service for Commerce
360 degree view of the customerOrder capture from Service Cloud
Marketing for Commerce
Commerce triggered messaging
2017 2018
Our Product Path Forward
Commerce and Marketing
Connector Cartridge
Email TriggersData sync from Commerce Cloud to Marketing Cloud
2017
What is Available Today
Phase 1 – Available Now Controller-based SiteGenesis Integration
Transactional Emails
• Account Creation, Account Update; Password Change, Reset &
Locked; Contact Us, Send Certificate, Order Confirmation
Data Synchronization
• Catalog | Content | Order
• Customer
Partner Community
Customer Success Group
Dreamforce& World Tours
SuccessCommunity
Executive Programs
User Groups
Retail Practice
Trailhead2M badges earned
Nothing is More Important Than Customer Success
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