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CX16 Reimagining Retail in the Age of the Shopper
The document outlines Salesforce's vision for reimagining retail in a consumer-centric marketplace, emphasizing the importance of engaging customers through personalized experiences and innovative solutions. It discusses the need for systems of engagement to enhance customer experience, alongside the existing systems of record. Additionally, it touches on the company's forward-looking statements and associated risks, highlighting a focus on strategic growth and customer success.
CX16 Reimagining Retail in the Age of the Shopper
- 2. Shelley Bransten Senior VicePresident, Retail [email protected] Reimagining Retail in the Age of the Shopper
- 3. Forward-looking Statements Statement underthe Private Securities Litigation Reform Act of 1995: 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.
- 4. Mobile Social DataScienceCloud Healthcare & Life Sciences Financial Services Media & Communications Manufacturing & Consumer GoodsGovernment Retail Our Commitment to Retail Connection
- 5. Every Brand Wantsto Get Closer to Their Customers Food & Drug Restaurants E-Retailers Department Stores Specialty Luxury Mass Merchants
- 6. Me2B It’s Time toReimagine Retail The Store Strikes Back Shopping Deconstructed
- 7. From B2C toMe2B
- 8. The Store StrikesBack! Fulfillment Centers Last Mile Centers Experience Centers
- 9. Fulfill & DeliverBuySave & PayResearch & Curate Shopping Deconstructed
- 10. Me2B Personalization Everywhere Supercharge Employees Agile Innovation It’s Timeto Reimagine Retail The Store Strikes Back Shopping Deconstructed
- 11. ? Systems of Record Retailers HaveInvested in Systems of Record Focused on internal operations, not engagement Supply Chain Merchandising HRInventoryeCommercePOSSystems of Record
- 12. ?#1 Customer experience has overtakenprice and product as the key brand differentiator. Walker Information, Customers2020 Report Systems of Record Retailers Need Systems of Engagement Supply Chain Merchandising HRInventoryeCommercePOS Systems of Engagement MobileCloud Social Data Science Internet of Things
- 13. The Salesforce ShopperSuccess Platform Connected Shoppers Personalization Everywhere Connected Stores Supercharged Associates Connected Service Supercharged Agents Retail Agility Rapid Innovation Multitenant Cloud World’s most trusted Customer Success Platform World’s #1 CRM Retail Solutions Reimagine Engagement
- 14. Shopper Success Platformin Action
- 15.
- 16. Mobile-powered loyalty program Omnichannel fulfillment Connecteddigital, retail, and ecommerce experience Delight shoppers everywhere 960m+ emails 99.5% inbox rate 2.6m+ mobile opt-ins
- 17. Ian Richards Vice President CRMand Analytics
- 18. Advanced analytics and segmentation 360-viewof the customer Omnichannel experience Support every shopper everywhere, every time 4M+ email subscibers 99.8% inbox delivery 70% jump in email revenue
- 19. Crissy Delaney Director Email &Mobile Marketing
- 20. Cross-channel personalization Mobile-fueled innovation Customer-centricstrategy 1 to 1 everywhere to drive acquisition and loyalty 95M homes $2B+ in revenue 22% total sales from mobile
- 21. Shopper Success Platformin Action Ian RichardsKate Duggan Crissy Delaney
- 22. The Salesforce ShopperSuccess Platform Connected Shoppers Personalization Everywhere Connected Stores Supercharged Associates Connected Service Supercharged Agents Retail Agility Rapid Innovation Multitenant Cloud World’s most trusted Customer Success Platform World’s #1 CRM Retail Solutions Reimagine Engagement
- 23.