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Where Will Connected Customers Go in 2016?

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Where Will Connected Customers Go in 2016? @jeremywaite #FOM15


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Building Loyal Relationships, Faster. Jeremy Waite Head of Digital Strategy, EMEA @JeremyWaite Jeremy.Waite@Salesforce.com


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Customer Success Platform Connect To Your Customers In A Whole New Way Sales Service Marketing Apps Community Analytics


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Helping Your Customers Love You Introducing the Salesforce Customer Success Platform


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“ 80% EXECUTIVES ARE OVERWHELMED. “ ” EMOTIONAL. 75% EXECUTIVES ARE ”


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We Need To Build Loyal Relationships, Faster. UNKNOWN 1 : Many Marketing KNOWN 1 : 1 Customer Journeys


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Customers Are On A Journey “90% of the consumer buying journey now crosses 5 channels”. Google


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“ MARKETING IS NO LONGER ABOUT THE STUFF YOU MAKE STORIES YOU TELL.” BUT THE SETHGODIN


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15 Years of Storytelling & Technology Shifts


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“ COMPANIES ARE NO LONGER COMPETING AGAINST EACH OTHER, THEY ARE COMPETING AGAINST SPEED. ” MARCBENIOFF


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There’s No Such Thing As… @Scobleizer #BigData


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Monitoring Customer Journeys Building A Customer Company in Real-Time Real-Time Events Compute The Perfect Response 10111011000100011111010 01010101011000010010110 11100010000100010001101 11011000100011111010010 10101011000010010110111 00010000100010001101110 11000100011111010010101 01011000010010110111000 10000100010001 Analyse Rich Contextual Data Deliver The Precise action Proactively and In Context


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“ EVERYBODY LOVES YOU UNTIL YOU BECOME THE ” COMPETITION.


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“ 77% OF CONSUMERS DON’T WANT A RELATIONSHIP ” WITH A BRAND.


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Building Loyalty “It took over ten years of trying to be an overnight success”. @Biz COMPANY B COMPANY A x2 Year 0 Year 1 Year 2 Year 3 Year 4 Year 5 Image: @JeremyWaite | Data: Loyalty Effect by Fred Reichheld Year 6 Year 7 Year 8 Year 9 Year 10 Year 11 Year 12 Year 13 Year 14


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“ YOU CAN’T PURCHASE LOYALTY. ”


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WHO • WHAT • WHY • WHERE • WHEN


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“ TECHNOLOGY IS NOTHING. WHAT’S IMPORTANT IS THAT YOU HAVE FAITH IN PEOPLE, THAT THEY’RE BASICALLY GOOD AND SMART, AND IF YOU GIVE THEM TOOLS, THEY’LL DO SOMETHING WONDERFUL WITH THEM. STEVEJOBS ”


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The One Sentence Business Model I’m going to do to make , better, as measured by , and is worth . Created by @JeremyWaite


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“ THE GOAL IN BUSINESS IS NOT TO SELL TO PEOPLE WHO NEED WHAT YOU HAVE, BUT TO WORK WITH PEOPLE WHO BELIEVE WHAT YOU BELIEVE. SIMONSINEK ”


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thank y u @JEREMYWAITE | @SALESFORCE | C4 ROOM 14


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