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CNX16 - How To Get the Most Out of Your Marketing Cloud Premier Success Plan


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Premier Success plans help customers increase Marketing Cloud ROI. Join us to learn how to best utilize all the resources included with Marketing Cloud Premier Success. Success Resources, Premier Support, Developer Services, Accelerators, Online training, and configuration services help our customers go faster and achieve more. We'll cover these topics and share best practices on how to maximize the value of your Premier Success.

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CNX16 - How To Get the Most Out of Your Marketing Cloud Premier Success Plan

  1. 1. #CNX16 How To Get the Most Out of Your Marketing Cloud Premier Success Plan Sean Considine Solution Advisor
  2. 2. Forward-Looking Statements ​ Safe harbor statement under the 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, 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 products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, 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., inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Premier Success Plans Customer success Support Training Customer success Support Training Customer success Support Training Configuration
  4. 4. 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
  5. 5. #CNX16 Success Resources
  6. 6. 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
  7. 7. 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!
  8. 8. 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.
  9. 9. 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
  10. 10. #CNX16 Accelerators
  11. 11. 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
  12. 12. 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 ✓ ✓✓✓ 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
  13. 13. #CNX16 Enhanced Support
  14. 14. Get Fast Expert Response with 24x7 Global Support
  15. 15. 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
  16. 16. Designated Contacts: ​ Escalate a Case
  17. 17. 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.
  18. 18. Support Best Practices for Fast Issue Resolution
  19. 19. #CNX16 Premier Online Training
  20. 20. Help & Training Portal is Your Home Base Contact Support Marketing Cloud Community Premier Online Training Knowledge Base Documentation And much more! Go to
  21. 21. Accessing the Premier Online Catalog
  22. 22. View Data as a Chart or Grid Standard Reports Using Training Analytics
  23. 23. #CNX16 Configuration Services
  24. 24. 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.
  25. 25. #CNX16 Additional Resources
  26. 26. How to Find Additional Technical Documentation Search an expansive library of technical documentation at
  27. 27. 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
  28. 28. 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 1 2 3
  29. 29. #CNX16 Questions?
  30. 30. Join Us For Dreamforce 2016 October 4-7, 2016 | San Francisco, CA