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. #CNX16
How To Get the Most Out of
Your Marketing Cloud Premier
Success Plan
Sean Considine
Solution Advisor
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 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.
3. Premier Success Plans
Customer success
Support
Training
Customer success
Support
Training
Customer success
Support
Training
Configuration
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
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. 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. 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. 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
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. 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
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
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.
20. 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
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.
26. How to Find Additional Technical Documentation
Search an expansive library of technical documentation at help.exacttarget.com
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. 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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